Consumer complaint received 2023-11-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
From : XXXX XXXX [ XXXX : XXXX ] Sent : Wednesday, XX/XX/2023 XXXX PM To : XXXX ' ; XXXX ' ; XXXX ' ; XXXX ' Subject : XXXX : Response to Your USAA Concern There is nothing to discuss by phone! Put everything in writing! 
What are the last four digits of the bank account you have successfully made automatic payment withdrawals for the eight months prior to XX/XX/2023? 
What are the last four digits of the account you claim has twice rejected your automatic withdrawal requests? 
Answer my questions by email! You have my email address! 
From : XXXX XXXX [ XXXX : XXXX ] Sent : XXXX, XX/XX/2023 XXXX XXXX  To : XXXX ' ; XXXX ' ; XXXX ' ; XXXX ' Subject : RE : Response to Your USAA Concern Our records indicate USAA has made two unsuccessful attempts to contact regarding an automatic payment withdrawal for your USAA credit card. 
My bank records indicate there have been NO unsuccessful attempts to contact regarding an automatic payment withdrawal for MY USAA credit card! 
I attached a pdf file Draft Account on my XXXX email at XXXX XXXX  that is a copy of the page on YOUR website for the same day! It is also attached here. Can you read??? It very clearly states : Accounts with an Active status can be used to pay USAA bills and transfer funds. It shows Account / Account Type / Status. Under status it very clearly indicates Active. 
YOU ARE TRYING TO DRAFT THE WRONG ACCOUNT!!! 

XXXX XXXX, you haven't been enrolled in the USAA automatic payment plan since XXXX XXXX I am sitting here looking at a USAA automatic payment withdrawal Account Verification dated XXXX for the account referenced above and it has not been changed! 
YOU have been drafting the incorrect account by Telephone Payment since that time, while I waited for YOU to properly make the changes. Why havent you???? 
REVERSE LATE FEE AND INTEREST CHARGES AND YOU MAKE THE NECESSARY CHANGES IN YOUR SYSTEM TO PROPERLY DRAFT THE PROPER ACCOUNT FOR PAYMENT!!! 
IMMEDIATELY!!! 
There is nothing to discuss. My account has been set up for automatic draft since opened. 
Somewhere along the way USAA changed something internally and my payment shows Telephone Payment. I ignored it because the bill was being paid. This WAS NOT initiated by me, and I did nothing to cause the change.

I have decided to close that account, so I set up a new account six or more months ago for USAA to draft. It was verified, and is active for automatic payment. 
I kept waiting for USAA to make the switch, as all of my other accounts have successfully done, but for some reason unknown to me, USAA did not. 
Whatever has been done, has been initiated internal to USAA. I have done NOTHING other than submit the information to switch the draft accounts. 
There had best be NO negative effect on my credit record!! 
From : USAA [ XXXX : XXXX ] Sent : XXXX, XX/XX/2023 XXXX XXXX  To : XXXX Subject : Response to Your USAA Concern Our records indicate USAA has made two unsuccessful attempts to contact regarding an automatic payment withdrawal for your USAA credit card. XXXX XXXX, you haven't been enrolled in the USAA automatic payment plan since XXXX XXXX if you would like to re-enroll in the plan again please visit USAA.com, USAA mobile application or USAA XXXX XXXX for further assistance. We were able to waive the {$23.00} late fee that posted to your account ending in XXXX. Any adjustments processed will post to your account within 2-3 business days and will be visible on your next monthly business statement. To avoid a Late Fee, your " Minimum Payment Due '' must be received on or before the due date listed on your billing statement. Any subsequent Penalty Fees will be assessed according to your existing terms and conditions. We value your membership with USAA your satisfaction is our top priority. 

Finally accidentally found out they were drafting an account the last four numbers ending with XXXX. 
I DONT HAVE ANY ACCOUNT ENDING XXXX!!! 
THE LAST FOUR OF MY MEMBERSHIP NUMBER ARE XXXX!!! 
THEY WERE TRYING TO DRAFT MY MEMBERSHIP NUMBER. NO WONDER IT WAS REJECTED!!!

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