Consumer complaint received 2019-05-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
From the beginning of my loan USAA/XXXX  has incorrectly notified me I was late in paying my load. I have not submitted any late payments. All regular payments were made through USAA using the autopay service they provide. USAA/XXXX for reason unbeknownst to me have been applying payment incorrectly at various times throughout the history of this load. I have made numerous calls to USAA/XXXX   representatives/agents during the period from XX/XX/XXXX to present. These calls have yielded promises to correct the current/previous problems of mis-applied funds and actions to prevent the issue in the future, however the problem persists. 
All payments for this loan were due on the first of the month and allowed a 15 day grace period beginning XX/XX/XXXX. Payments were bi-monthly from XX/XX/XXXX XX/XX/XXXX. All of the first payments of the two part bi-monthly payments arrived on the XXXX, +/- 1 day each month prior to the month a payment was due. All of the second payments of the two part bi-monthly payments, and all full monthly payments arrived on the XXXX +/- 1 day of each month. As the attached spreadsheet will depict, the only relevant exception to my full and on time payments was in XX/XX/XXXX when the mortgage rate increased and I wasnt aware/able to verify the increase until XX/XX/XXXX. The auto payments for XX/XX/XXXX and XX/XX/XXXX of {$1400.00} versus the {$2000.00} due was sent in good faith. Once the new mortgage rate was identified, a check was sent and received on XX/XX/XXXX in order to satisfy the shortages for XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX my mortgage rate went down. I didn't realize and/or adjust payments until XX/XX/XXXX. This resulted in an over payment of {$130.00} for XX/XX/XXXX. In XX/XX/XXXX my mortgage rate increased. I didn't realize it until XX/XX/XXXX. Once I realized the the payment increase and independently verify what USAA/XXXX  was telling me, I sent a check to make up the shortage. Due to a miscalculation on my part I sent {$350.00} more than what was needed to make up the balance of the autopay payments. The total overpaid on this account is {$490.00}. 

It is only because of the huge number of notices I received sometime as many as three in one month plus the billing statement, all of which often reported different amounts due, I became desensitized to their mailings. I knew I had autopay setup and therefor my account was up to date. 

During one conversation with a USAA/XXXX supervisor named XXXX ( sp ) I was told the first payment on the account was applied to the principle of the loan and with my permission she would reapply those funds and conduct a full audit of my account. I gave my permission not knowing this would increase the amount paid in interest over the life of the loan. XXXX did reapply the first payment but that nor the audit did not resolve the problem. 

Attached are copies of : Relevant pages ( excerpts ) copied from my bank statements during the period of XX/XX/XXXX through XX/XX/XXXX A spreadsheet identifying : o The payment date for each payment sent o The month payments should have been applied to o A payment date cross reference column to actual entries on the banking statement excerpts A copy of the letter sent to Mr. XXXX XXXX CEO USAA Savings Bank ( loan granter ) A copy of the letter sent to Mr. XXXX XXXX CEO XXXX XXXX XXXX, D/B/A XXXX XXXX

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