Consumer complaint received 2026-03-24 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: WI

Complaint narrative:
On XX/XX/year> my bank, XXXX, called me to inform me of an alert on my account for a payment to USAA. Every Friday I pay {$100.00} from my XXXX account to my USAA credit card. USAA does not have automated payments, so I have to go their website and put them in manually to schedule them. I do this for XXXX times at once = XXXX weeks of payments each Friday. On Friday, XX/XX/year>, USAA pulled a payment for the full amount due, which I could not cover. My bank called to alert me of the usual, substantial payment. I immediately called USAA and spoke to XXXX. She informed me that she didn't know why it would pull the full amount and it would have to be sent to investigation and since it was a mistake, it would be refunded, but could take up to 30 days. I respectfully said that waiting 30 days was not an option and there had to be another way, since it could pull in 2 days. Why not be refunded in 2 days? She could not tell me any more than that it was policy. I asked to speak to a manager and spoke to XXXX. He clarified that XXXX just has to stop payment/not approve the amount, and it is essentially as if nothing happened, other than the possibility of fees. He assured me nothing more is needed or would be done. On XX/XX/year> USAA tried again to pull the same amount and my bank alerted me the next week. I again called USAA, on XX/XX/year> and spoke to XXXX, who was absolutely no help at all, said she didn't see that they tried to pull any funds and would not transfer me to XXXX or any one else. I called back again on XX/XX/year> and spoke to XXXX who then sent me to XXXX. XXXX was a Specialist and fantastic in the explanation she offered, stating that it may be because they often try to pull the payment twice. I told her that was Never told me, only that if the bank rejected the amount, it was null and void. Never was it mentioned it would pull again, but in doing so, I now had XXXX overdraft fees. XXXX had worked with XXXX, stated that she would pull the call, had me send in my bank statement, showing the fees, which I did immediately, and said someone will get back to me in XXXX hours. Unfortunately, it was XXXX hours, on XX/XX/year>, and USAA called while I was at work. I was not able to return the call until XX/XX/year>. I spoke to a woman who transferred me to XXXX. He stated that he could not get in touch with the person who called, XXXX, and would relay the message stated that per policy, any payment denied will be tried a second time. I said I understand policy but asked if they actually listened to the phone call - when Their representative Never mentioned a second try, and further, stated that everything was taken care of, with the bank refusal. If the money would be tried again, why did he not state that? I would think that would be common practice in a situation like this. A verbal confirmation should supersede anything written in a XXXX page, XXXX font that they know ; no one reads. There are also exceptions to Every rule and in this case, a multimillion-dollar company can admit that they did not inform their member correctly, and be responsible for their {$100.00} mistake. Representatives state there is nothing they can do, and that is false, they could, they just choose not to take responsibility for their mistake in not informing me correctly. I am looking for USAA to correct their mistake and refund the fees, they created, in any form necessary.

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