Consumer complaint received 2018-05-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
USAA Federal Saving Bank claims to have not received a HELOC payment from a XXXX XXXX on line checking account. 

Bank ; XXXX XXXX Amount : XXXX check no. XXXX ref no : XXXX Sent Date : XX/XX/XXXX XX/XX/XXXX ; Bank sent payoff to : USAA Federal Saving Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX ( verification records obtained for this payment, and the previous 3 payments ) A few days before ( can't find my notes ) XX/XX/XXXX ; called USAA ; XXXX Asked for account status ( acct ; XXXX ) Requested status of this payment. It had been roughly 10 days. 
Their records showed that they had not received it yet. 
I explained to them that it had been at least 10 days, and that I was very concerned. 
They blamed the mail. 
Well ... hmmm ... ok. 

I use configured " Payees '' in my on line backing application in order to pay almost all of my bills. What this mean, is that if you send something to THAT configured " Payee '', then you send another payment to the SAME " Payee '' the following month, it will go TO THEM SAME PLACE. 

I have been making payments TO THIS SAME PAYEE, for over 5 years, every month. This well over 60 payments, so, the LOCATION that this payment was sent TO is NOT IN QUESTION. ( In my latest call with USAA, they even admitted this ). 

So, I logged into my on line banking, and pulled the records for the last 3 payments to THIS " Payee '' ( this was all I could get without officially requesting records from further back. 
Three ( 3 ) was enough. 

In each of the previous payment, USAA had marked the checks received in 12 days or less. 
It is now going on the XX/XX/XXXX day. 

called XX/XX/XXXX ; requesting status. Still they had not received the check. 
I am now getting concerned. 
I shared my data with the customer service rep, and they have no explanation. 
I ask to speak with a manager They put me on hold, after 20 minutes, I hang up. 

I decide to wait till after XXXX XXXX, to see if USAA would eventually receive the check. 

Oh, by the way, the XXXX payment is now delinquent. 
And the only way to make the payment, is with a check. 
You can pay the COLLECTION AGENCY with a credit card, but only after the account is delinquent, and they turn it over to the delinquent collections department, which is also an INTERAL USAA group ; { Just more disservice with the managing of this account. 
That's just great. 
" We here at USAA have not received, your check, so please send us other check. '' Right -- I told them this was not going to happen while there was still a check for over {$38000.00} out there. 

Call on XX/XX/XXXX ; Eight ( 8 ) Days later!! 
Still they have not received my payment. 
Mind you, it has been over 17 days since a check was mailed. 
The last 3 were MARKED received, in 12 days or less .... some as fast as 6 days. 
AND, well over 60 payments to the same configured " Payee '' had ALL been delivered. 
Statistically, is is bordering on being impossible. 

Now I am furious. They hand me off to an account specialist or something like that. Her name is XXXX, and she is currently managing " issue '' at USAA. 
She " said '' she did an exhaustive search for this check. 
She has every one of the above details.

She claims she still has no record of receiving my last payment.

They are still looking, but this is simply inexcusable.

They have received every payment i have sent to this configured " Payee '' for principal+interest+ {$1000.00} for over 60 payments, and not one of them not received. 

I send a XXXX payment, and all of a sudden they can not find the check after 17 days of being in the mail!!??!! 
I now have ZERO faith, in their internal processes, and ensure I use every resource at my disposal to ensure this, at a minimum, gets recorded/logged in some other official system. 

You know, its a shame that I have been nothing but responsible in my relationship with USAA over the last 39+ years. 

I have nearly made every Insurance, HELOC and Mortgage payment on time. For the couple that I did not make on time, that was on ME, and the account was NEVER delinquent by the next payment due date. 

USAA " used '' to be a company I could. 
No longer. 

ANY help/guidance would be greatly appreciated. 

Attachment : Record of XXXX XXXX payment transaction dated XX/XX/XXXX.

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