Consumer complaint received 2023-07-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I WILL BE SUBMITTING THIS COMPLAINT TO XXXX, XXXX, AND USAA. THIS IS SO ALL PARTIES ARE AWARE AND HAVE MY PERMISSION TO RESOLVE THE ISSUE. It has been XXXX years and XXXX/XXXX  have not properly investigated the problem they have requesting funds from my bank account. I have multiple XXXX  accounts that have no issues receiving payments, so I thoroughly believe that the problem lies with XXXX. The problem is that the XXXX funds are held by XXXX, so they continue to blame each other. I had made a compromise four years ago in order to make my payments and have done so on time until XXXX changed their system. This permanently removed my account an ability to make the payment online. I do not receive a paper bill for this account. I have made payments over the phone, but those also get rejected by the XXXX system. I have asked to use my debit card as a form of payment, but they only allow that once. Most recently XXXX made a change in their system so I could have my bank account linked. I did so and made a payment. They claim my bank informed that I implemented a stop payment. I DID NOT.! This is the problem. The request NEVER MAKES IT TO MY BANK! The following is the response from USAA from XXXX. It indicates that their isn't a problem with my account and XXXXXXXX  would not provide the documentation requsted to resolve the issue. Date of response : XX/XX/XXXX We are responding to the concerns about the USAA Federal Savings Bank ( FSB ) which you outlined in your correspondence to the Consumer Financial Protection Bureau, regarding XXXX debits from your checking account. Per our records, Petty Officer  XXXX contacted us on XX/XX/XXXX, stating that the FSB rejected XXXX XXXX XXXX House debits from the checking account ending in XXXX. A Member Service Representative explained that there were no rejected debits in the recent account activity, and the matter was closed. On XX/XX/XXXX, you advised that the payments were returned between XX/XX/XXXX and XX/XX/XXXX, and your concerns were escalated for further review. XXXX XXXX, of our staff, conducted a thorough evaluation of the account history between XX/XX/XXXX and XX/XX/XXXX. She found no restrictions on the account that would cause returned payments, no non-sufficient funds fees indicative of returned payments, and no negative balance ; therefore, she concurred that there were no records of returned payments to XXXX XXXX. XXXX XXXX contacted XXXX XXXX  to obtain supporting documentation from them for the alleged returned payments. XXXX XXXX, currently the FSB does not have enough information to pursue a resolution, as we are awaiting additional information and documentation from XXXX   XXXX. If you have additional questions, XXXX XXXX remains available to assist you. Thank you for this opportunity to respond to your concerns.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation