Consumer complaint received 2024-09-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ

Complaint narrative:
On about XX/XX/XXXX I scheduled a payment of {$1600.00} to my USAA credit card from my checking account also through USAA. This payment was due on XX/XX/XXXX. 

On about XX/XX/XXXX I pulled up that pending payment in the USAA app, and edited that payment to instead by {$1200.00}. 

On XX/XX/XXXX USAA debited my checking account for BOTH {$1600.00} AND {$1200.00}. 

On XX/XX/XXXX I called USAA to try to resolve the double payment and I was directed by that customer service agent to file a dispute with the checking account team to get that erroneous payment of {$1600.00} refunded. I was informed that this could be a 10 business day process for that refund to be put back in my checking account. 

On about XX/XX/XXXX my mortgage payment to XXXX XXXX  bounced due to the USAA error resulting in a late fee and bounce fee of {$100.00}. 

I called USAA customer support several times over the next couple weeks for an update, each time they said to wait for the 10 days. 

On XX/XX/XXXX, exactly 10 days later, I called in to learn that the checking account dispute was rejected. After discussing with THAT agent, they said that the first agent didnt follow the correct process, and instead I should have been routed to the credit card team to have them refund the payment. I was transferred to THAT department, and they began that process. I was informed, again, that this could take ANOTHER 10 business days. 

On XX/XX/XXXX, that refund was applied to my account 11 business days later. As a result of the first agents mistake, my mortgage account was reported as 30 days past due, and this caused my credit rating to drop by about 150 points. 

On about XX/XX/XXXX I called USAA asking for the process to 1 ) gain compensation for the {$100.00} late fee, as well as a letter acknowledging the bank errors so I could send to Freedom to try to dispute the late payment entry on my credit report. They escalated me to USAAs Member Response Team and again gave me a 10 business day resolution. 

On XX/XX/XXXX I called in to check and the agent I spoke to said they could see that the payment was approved and would be made to my account within the 10 days. 

After not seeing any communication or payment, I called in again on XXXX where I was informed that USAA believed I had made multiple payments and so there was no bank error and they would not be covering that late fee. They acknowledged that their agent did not handle my first call correctly but refused to accept responsibility for the first agent because they were not on the call so that first agent I spoke to on XX/XX/XXXX that did not follow their correct process wasted two weeks two weeks, that if they had routed my issue correctly, I would have been able to pay my mortgage within a month and not incurred the credit rating hit. 

This process took close to 20 hours of my time explaining my situation *time after time* to various reps. There were NUMEROUS times I was transferred to the wrong team, my call was disconnected, or the agent did not follow their correct process.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation