Consumer complaint received 2024-07-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
I had XXXX originated ACH debits for different payments that I authorized to debit my USAA checking account. XXXX from different XXXX accounts- XXXX for {$3000.00}, XXXX for {$1900.00} and one from XXXX XXXX XXXX for {$91.00}. These were originated from both XXXX and XXXX websites, not from USAA. And I had already had my checking account at USAA well established as a debit account for paying these credit cards long ago on their sites. On XXXX I received XXXX different emails from my other banks - XXXX from XXXX in the morning and later in the day XXXX- indicating that the payments had been returned, but they did not indicate why. Simply that I need to talk to my financial institution, which is USAA. And that they were reversing credit for my credit card payments. I called USAA in the XXXX  on XXXX to find out why they had rejected after I had received the emails from XXXX. USAA had no record of the rejections nor did they have any transaction records or even any proof that they rejected the payments. Nor was there any detail of this on my online transaction history. Basically the XXXX at USAA was unable to help me at all. After I received the email from XXXX  XXXX in the early afternoon of XXXX, I called USAA again to find out what happened because now it had happened a third time and was not a fluke. The XXXX  tried to help but still wasnt able to find any transaction history indicating that USAA had rejected the ACH debits to my checking account or what possibly couldve happened. I had more than a sufficient available balance in my account and I have overdraft protection against my credit card that has a XXXX dollar balance so there should be no issue with any payments or availability to pay. The second XXXX even tried to contact someone in the back office and attempted to find out what happened but could not find any transaction history or even evidence that they had rejected the payment, which is completely untrue of course. My payment accounts at both XXXX and XXXX XXXX have been well established for years and have had originated XXXX debits paying these accounts for years without an issue. Most disturbing is that USAA was unable to provide any history or explanation why they rejected XXXX different ACH payments from XXXX different accounts when I had more than enough available balance and there was no fraud hold or other issue preventing debits to my account which the XXXX  validated. This is frustrating because now both XXXX and XXXX XXXX think that I am a bad customer because I had a returned payment to them purely because of XXXX incompetence. And that will look poorly on me as a customer of these other banks. Which is the last thing I need. Needless to say, I will use another bank who can accurately make my payments without rejecting them, but this sort of basic transaction processing in the inability of USAA to do this is incredibly frustrating and also reflects on my credit worthiness.

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