Consumer complaint received 2015-11-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I spoke to XXXX at the ceo 's office of usaa about my complaint that was previously filed and they did state that they were in the wrong. they stated their 3rd party company who set up the payments never hit the process button to begin the repayment schedule. They advised to me that they would remove the late fees attached to the account, XXXX, XXXX, XXXX, and as well update the credit reporting agencies that the delinquencies were to be updated and removed, and leave me with an outstanding principal balance they are demanding I pay to the account. I asked why it is I have to pay the remaining after being caused grief from this company, they could not answer this question other than by stating I owe the balance and they will not pardon or dismiss anything and that they will just close the account. I told her that I do not wish to have the account closed with a remaining balance and the only way I would close the account is if there is a XXXX balance being reported. Usaa seemed to not care that the last 60 days have caused other financial problems with my credit and that they caused me severe harm to my credit report. They are still stating to have the balance paid off or they will reflect that I have not paid and basically that I am a debtor to them. I told XXXX that I felt insulted by this resolution as its not just about their money at this point, its also about the fact my credit has been effected negatively and has caused grief with other finance companies I am CURRENT with. I told her that I would need to think about paying them any more money as they have had other accounts with me that they also treated me poorly on. XXXX left the conversation as the fees will be removed, and the credit will be updated, but as far as pardoning my balance she is still claiming I have to pay off the remaining portion. I feel at this time, this company is just trying to under cut things and are trying to get me to just feel happy for a day and pay this so they can be done with me as well. I told XXXX she is just trying to keep things happy for the bank and that her resolution does not fix the problem here, all she said was that she was sorry grief happened and that there would be internal coaching done to make sure things like this do n't happen again, which did not make me feel well in the least knowing that my account was the first that has been handled the way that it has been. It is disgusting this company acts this way demanding there be a payment placed to the account when they failed to process the first payment as it was. I asked how I am supposed to feel comfortable with my own bank account now, knowing that the person who set up the payments, did n't complete his job, and may now still have access to my personal information. She asked I review my bank account, I told her I live where there is none, she then stated oh well just check your statements when they are mailed to you. What happens if there is money taken before I get my statement and my account ends up in the negative, she had no response other than to pay usaa, and that she assured me the representative would n't have my personal information.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief