Consumer complaint received 2017-03-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
I began my relation with USAA bank in XX/XX/XXXX while I was serving in the United States XXXX. Since that time, I 've had numerous products with this bank, ranging from checking, savings, consumer and auto loans, credit cards and financial products. During that time, USAA has never sustained a financial loss from their relationship with me. I have always paid any loans back on time and I handled my deposit accounts responsibly. This was the story up until XX/XX/XXXX. 

On XX/XX/XXXX, I was contacted by a representative from USAA 's fraud department. During that call I was notified that USAA would be terminating their business relationship with me. At that time, all my accounts were closed. Balances in my multiple checking and savings accounts were returned to me, even though it took over two weeks for them to release the funds to me. They closed my credit accounts as well. They also revoked my ability to monitor my accounts online, despite me having over {$100000.00} in loans outstanding with them as well as a vested interest in ensuring any loan payments I make are properly applied. Their actions are preventing me from doing this. 

This is where the problems began. 

In XX/XX/XXXX, I made payments through USAA 's representatives for a signature loan with an approximate balance of {$55000.00}, an auto loan with an approximate balance of {$17000.00}, as well as XXXX credit card accounts, with balances around {$31000.00}. These payments were taken from my XXXX checking account, but they were not applied to the appropriate loans. It took more than two weeks, over ten hours on the phone, twelve phone calls with multiple representatives as well as intervention from their corporate counsel 's office to compel USAA to find the payments and apply them to the respective loans. Despite doing this, USAA applied the payments late and charged me late fees and increased interest charges despite them misapplying the payments and despite me providing them evidence the funds were deducted from my checking account over two weeks prior. 

Since the XX/XX/XXXX payment, I have experienced multiple issues with payments I 've made to USAA. I am skeptical with providing USAA with my financial account information given the issues related to my XX/XX/XXXX payment. I have attempted to make payments to USAA in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX by utilizing XXXX 's bill pay feature. Despite my willingness to do this, USAA will not provide me with full account numbers for my credit accounts so they can be included with my payment. They will only provide me with the last XXXX digits of the account numbers. As of XX/XX/XXXX, there are XXXX checks that were issued by me yet they have not been deposited by USAA. These payments are for my credit card accounts with them. Furthermore, they will not verify to me that the payments I am making to them are being applied properly. Whenever I call in to this bank, the front-line representatives will not verify information with me. They inform me that I need to speak to a certain representative within the bank, whom I have left numerous voice mail messages with and who never returns my telephone calls. 

It is noteworthy to mention that USAA 's deliberate and gross negligence in handling my payments have resulted in my credit score dropping over XXXX points. As of the date of this complaint, the bank is reporting multiple accounts as being 90+ days past due which is further affecting my credit. These payments have been made to them. They just are n't The payments are being made to them, yet they are not being applied to the loans. I am at a loss on what to do since nobody at USAA can help me. I am constantly transferred to different departments, and upon getting a representative on the phone, they are unable or unwilling to help me.

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