Consumer complaint received 2016-07-25
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card
Issue: Billing statement

Complaint:
We have a XXXX with USAA. In XXXX 2016, USAA informed us that our XXXX account would be switching to a XXXX account. 

When XX/XX/XXXX came around we received both a XXXX Statement and a XXXX Statement with identical amounts. We had not made any purchases using the new XXXX card at that point. I called Customer Service and asked which one was I suppose to pay. They said to pay the XXXX Statement as the XXXX would no longer be valid in less than 30 days, they clarified that all purchases which had been made using the Mastercard had been transferred to the new XXXX account. 

I called back a second time to verify this information and was told the exact same thing pay the XXXX Statement not the XXXX Statement, so we paid the XXXX Statement full amount owed. 

The next month arrived and both a XXXX and XXXX Statement came in the mail and the XXXX showed the amount paid and the XXXX showing the balance from the previous month ( which we had paid on the XXXX account as this was the amount which had been transferred ). I called Customer Service and they told me it was a mistake on their end and it would be resolved by the IT Department. 

Letters then came in the mail stating that we had n't submitted our XXXX payment and we were behind on the payments. 

I called Customer Service again and they were very apologetic, stating that an Executive Resolution representative would be in touch within 24 business hours to resolve the matter. 

We never heard back from them and continued to pay the XXXX Statement in full. We have paid all statements in full- from the XXXX account, then ( when the XXXX account balance was transferred to the new XXXX account ) and continuing with the XXXX account. 

The following month came with the same XXXX statements XXXX paid and and the XXXX continuing to show an amount owed of the original amount from XX/XX/XXXX. We called Customer Service again and this time their response was that the situation was clearly an error on their end, along with the fact that they had received many calls from clients frustrated with the switch over from XXXX to XXXX. We were told ( again ) that someone would get back to us within 24 hrs. Again, no one called ; over the next week the phone rang and showed the Credit Card Company on the line but as soon as we picked up the phone the line went dead, this same thing happened one other time. 

We then paid the XXXX Statement again in full along with a letter to the Company explaining our frustration. The next month came around and the amount owed on the XXXX had been transferred over to the XXXX not once but twice-the amount was now doubled!! 

We called Customer Service once again with a very vague response and them saying that it was a mistake. We paid the amount charged on the Credit Card that were valid along with another letter and highlighting mistakes on the statement with supportive documentation of payments made during the year that balance out charges on the Credit Card, proving that we had never been delinquent. We said that someone at the company should be able to do see the charges balanced with the payments, whether it be XXXX or XXXX. We never heard back from anyone at the company but received our Statements next month showing a XXXX Statement of XXXX, but a XXXX Statement of {$13000.00}. 

We have not used the Credit Cards in over 2 months since we started to see a potential problem. I wrote once again after the recent statement and said we were not using the Credit Cards and we would n't use them again because of our frustration over this matter.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief