Consumer complaint received 2021-01-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Phone : XXXX XXXX I am writing to ask for your assistance with USAA banking and credit card refusal to adequately respond to a list of disputes on my credit card balances and to provide me with valid and formal information that will allow me to pay-off any balance due. I need to know where and who to pay. 
I am unable to pay-off a debt balance that I might have with USAA banking and credit card because they have not provided me with valid information on the new debt owner. 
USAA credit card services wrote-off the debt because I attempted to have the debt validated and try to get a list of issues resolved. 
Since XXXX, I have made numerous attempts, which have cost me tremendous time, resources and money, to finalize and pay-off a credit card balance- so that I can have this debt removed from my credit report. 

The balance of the debt is negatively impacting my credit reports.Added below, please see a sample of the letter sent to USAA credit card services and their executive resolution team. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- X Corporate Headquarters Usaa XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, TX XXXX Att : Banking and credit card services ; Executive resolution team Please be advised that this is a formal notice asking Usaa to correct their records currently showing the erroneous balance of approximately $ XXXX of credit card debt from cards ending in # XXXX and # XXXX, both of which are closed.This balance has been paid in full between XXXX and now. 
This balance is not owed.Your records should reflect a XXXX balance.In addition, im requesting a refund for additional funds that were not accounted for, missing or shorted, from a previous savings account # XXXX between XXXX and XXXX. 
For several years now, I have called to submit multiple complaints about the possibility that my information and funds were mismanaged.I did not get any concrete resolution. 
After several attempts and phone calls asking for financial paper back-up, i was provided with statements showing financial transactions that yielded the following : 1 ) The credit card statements from XXXX to XXXX did not support or validate the claim and amount of debt as stated ; 2 ) Payments made to the credit cards balances were misapplied and did not effectively reduce the outstanding debt balance as stated ; 3 ) The savings account statements from XXXX to XXXX, that were provided, were illegible with descriptions of financial transactions that were dubious and incomplete ; 4 ) Charges were late posted, held back to be debited before posting credits ( made on the same day ) to the savings account, to purposely overdraw the account, return payments and post fees ; 5 ) The same process was used to post unauthorized charges, creating a false status of an overdrafted account to justify closing the savings account- after i brought the issues of possible fraud on my accounts by calling the corporate office ; 6 ) The terms of the credit card and interest rates were changed without consent or acknowledgement.The billing methods and a division of balances are against federal regulations and were done without, again, acknowledgement, consent or the option to opt out ; 7 ) The balance on account # XXXX was transferred to different accounts with news terms, recreating balances that were already paid ; XXXX ) Excessive fees were posted without justification.The credit card terms and conditions were arbitrarily altered ; 9 ) Charges were originally posted on the accounts on the date the billing cycle ended, were back posted on statements instead of being added on the following ( next ) billing cycle. 
This type of accounting/finance treatment allowed for unknown and unauthorized charges to slip through, and be on the account creating major discrepancies between charges shown electronically compare to charges shown on the paper statements ; 10 ) During phones calls made to Usaa, i was told that the interest rate has not changed for the past 10 years, reason why the interest of 6 % ( fixed rate ) on credit card # XXXX was only increased within the past years ; 11 ) Other time, I was told that the premium on both credit cards have not increased, yet the opposite is shown on the paper statements, which reflect an increase of both interest rates and premiums ; 12 ) I was locked out of my accounts several times.When i called to be unlocked and to access my account, i was asked questions that were not public information or security questions.This continued until i stopped calling ; 13 ) Payments were taken out of my checking account without my permission ; 14 ) Cancelled automatic payments were still processed and my account was double charged.I was told that i had to cancel one automatic payment set-up, hang-up the phone, then call back and cancel the second one.I later discover that it was not correct as it made no sense.I had electronically cancel the automatic payment set-up and received confirmation ; 15 ) I was given a barrage of misinformation and led many times in the wrong direction.At time, i was transferred to outside companies unrelated to Usaa ; 16 ) I was often transferred to the wrong department, and when i did reach the correct department to express my concerns, they were met with an illogical and unreasonable explanation as to why my payments have not reduced my balance, and why the documents provided looked falsified and did not add up ; 17 ) On the savings account, i would make deposits that would literally disappeared by the next day ; 18 ) During phone calls, i would be told that deposits made were either not posted or were still pending. However, the deposit will not be accounted for.It will be posted and debited with unauthorized charges-bringing the credit as a net XXXX  ; Please correct your records and send me my refund. 

My membership extends for over 17 years plus. I have tried for several years to get these issues resolved and made multiple phone calls.I can be reached at XXXX. 

I trust that we can come to a resolution and a mutual understanding. 

Sincerely, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- X I hope that you can assist me in getting this issue resolved and this debt removed from my credit report. Ican be reached by phone at XXXX or by email at XXXX. 
I look forward to hearing from you and to have this issue resolved. 

Sincerely, XXXX XXXX

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