Consumer complaint received 2025-11-10 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: NJ

Complaint narrative:
I used USAA Bill pay to make a payment to XXXX and selected XX/XX/XXXX as the payment date. On XX/XX/XXXX I discovered payment had not been received until XX/XX/XXXX and I was charged {$88.00} in late fees and interest charges. I called XXXX and they confirmed they had received payment XX/XX/XXXX and could not provide any further information, suggested i contact my bank. I checked my account online and bill pay indicated the bill had been paid on the XXXX but it did not show in my transactions or in the scheduled transactions, so my balance was incorrect, and off by {$2900.00}, the amount of the payment. USAA customer service is only available during the day, on weekdays. I contacted them on XX/XX/XXXX and was on the phone for over XXXX hours, transferred to XXXX different agents. No one could give me an explanation as to why the bill was not paid on time, or why it did not show in my account. The upshot was that a XXXX party handles the bill pay system and the agent had to submit a case to them but could not because of " technical difficulties " and I would have to call back. The agen said he has seen this happen with many other people. They seemed unwilling to continue to try to submit the case and contact me. I asked to be transferred to XXXX XXXX XXXX. The agent submitted my request and said someone would get back to me. I was given case # XXXX. I received an email on XXXXfrom office of the CEO saying they would be in touch " shortly ''. I left a message on XX/XX/XXXX, the agent XXXX was not at her desk. Still no response so I left another message on XX/XX/XXXX. I continued to monitor my account and the payment to XXXX still did not appear in my transactions, so USAA was continuing to show an inaccurate account balance by almost {$3000.00}!. It would have been possible for me to make other payments based on the inaccurate balance, causing further problems. I called the customer service line again, got transferred to XXXX XXXX XXXX, asked to speak to XXXX. XXXX responded and said XXXX was not available and she also left a message with XXXX 's supervisor. I finally got a call back on XX/XX/XXXX from XXXX. Through that XXXX minute call I found out that a case still had not been submitted to the XXXX party, but that she was just submitting it. She also informed me that there was a maximum of {$50.00} reimbursement for fees due to the late bill payment, which was not caused by any error on my part even though I was charged {$88.00}! She still could not provide any explanation as to why the payment was not included in my transactions or scheduled transactions, and why my balance shown was still inaccurate. She said she would have to check with the " back office ''. she gave me case number XXXX Later that day, the payment did appear in my transactions as " check # XXXXXXXX ''. This type of listing usually only appears if I manually write a check for payment, not for an institution like XXXX, with whom USAA has a relationship and in the past had submitted an electronic payment. I received another call from XXXX on XX/XX/XXXX to inform me that she was " closing '' my case because she submitted it to the XXXX XXXX and that was all she could do. She was unable to tell me who, if anyone would be following up on my case and still had no explanation as to the inaccurate account balance or what happened. This time I was given case # XXXX She only said I was welcome to call customer service. On XX/XX/XXXX I received another letter from " XXXX ' from the office of the CEO saying she would be in touch " shortly ''. As of today, XXXX XXXX I have heard nothing from anyonw

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