Consumer complaint received 2023-02-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
USAA bill pay has not been working right on the app. I have been paying my bills on USAA bill pay for XXXX  years and have only recently discovered the issue happening around the XXXX of XX/XX/2023. It has been showing on my app that my bills have been coming out on or around the day they are supposed to come out, and also showing in the activity that the bill being paid had gone through. At first it was for my truck payment of {$830.00} on XX/XX/2023. It took over a week and showed that it had gone through on my USAA app. Then to discover it had not gone through or tried to come out until the XXXX of XX/XX/2023. I ended up having to call my loan company or the bank on which the loan is through and pay it after the bill date is due. It is now XX/XX/2023 and I have had the same thing happen to a different bill which I have never had any issues before. Same exact thing happened to my XXXX XXXX XXXX XXXX I had {$110.00} coming out on the XXXX of XXXX and apparently it had not tried to come out until the XXXX even though it had displayed on the app that it had come out when it was supposed to. When I had call in XX/XX/2023 about the truck loan taking the gentleman I had talked to explained that I was the XXXX person to call about the same issue. I was told then that they were working on the issue with the app. Now when I call USAA I am being told that it is the creditor of who I am paying the bill to that is taking to long to deposit the check from USAA from which my bills are automatically set up to come out. Like I said I have never, had this happen up until now. Everything has always come out when it is supposed and everything has always displayed that it had come out on the app. And everything has always been true of what was being displayed on the app, until the last month and a half. I understand if it might take a day or two. But when it takes a week or more for it to come out and everything is displaying it had come out and reflecting on my USAA automatic bill pay and also on the app itself that it had gone through, it becomes a problem because now my bills are not getting paid due to my wife and I thinking that we have money in the account and then I am getting letters in the mail showing I am past due on a bill and also letters from USAA showing the bill did not come out due to insufficient funds. I had also received a letter in the mail from tractor supply company credit card bill reflecting that the bill had gone through so I was not worried about it and it showing how much my next bill would be. Unfortunately because it displayed and reflected that it had gone through I was not worried about it anymore and I had thrown that bill away. I just received a phone call from XXXX yesterday saying that I was behind on my bill and I had to pay it in order to catch up on my payment. I was able to explain the situation to them about what was going on with my banks automatic bill pay. But now I am having to play catch up on my bills and worry about how it is going to reflect on my credit.

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