Consumer complaint received 2020-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR

Complaint narrative:
On XX/XX/2020 I made my ( USAA/XXXX ) mortgage payment with an additional principal of {$460.00}. Initially, the USAA app on my phone reflected the new balance after a couple of days as did the " My Accounts '' screen of the web application. A couple of days later, the balance on my mortgage on the phone app and web app screens was increased by {$460.00} to {$11000.00}. I went into the web app to check Payment Activity screen and noticed that after my payment was submitted, it was debited and credited many times, with the last debit eliminating my {$460.00} principal payment. My payment was submitted in a straightforward manner through the web application with the {$460.00} amount clearly marked to be applied to principal. 

On XX/XX/2020, I called the customer service number for the mortgage company and eventually spoke to XXXX XXXX, who said that " the Payment activity screen is just not updating '' and that XXXX can not be held accountable for any balance that is part of my USAA app because that is not their screen, so if it's wrong, I should speak to someone at the bank about that. Then he told me that I should " trust '' that XXXX understands that I only owe {$10000.00} and if I need an accurate printout of my balance, I would need to call the customer service number every time because it is inappropriate to rely on the web application. XXXX said he would " get in touch with the web developers '' and then noted that he would only be calling me back if they called him back because otherwise, he was too busy. He did give me the name and number of his supervisor, XXXX XXXX, and sent me what he said was an official record of my payments, which differed from the " official record '' I downloaded from the homeusaa.com. 

I called XXXX XXXX and she promised to have someone call me by XXXX XXXX  XXXX on XX/XX/2020 to tell me when the discrepancy would be resolved. Ms. XXXX also told me I needed to " trust '' XXXX. When no one called by XXXX XXXX  EDT, I called Ms. XXXX back and she told me that " I swear '' that someone would call me tomorrow morning ( XX/XX/2020 ) at XXXX XXXX. She then reiterated that I needed to trust her. When there was no call by XXXX XXXX  on XX/XX/XXXX, I called Ms. XXXX back and she had rerouted my call to an anonymous number, somewhere in Indiana with a voicemail that only gave the forwarded number and then beeped. This morning, XX/XX/2020, I  tried to call Ms. XXXX again and had the same result. 

I called USAA, the company with which I dealt ( I am a veteran and the mother of XXXX actively serving soldiers ) to obtain my mortgage. I spoke to " XXXX '' with the executive resolutions team and she told me there is nothing she can do because " I do not deal with mortgages ''. 

As of XX/XX/2020, my mortgage balance shows as {$11000.00} ( {$460.00} more than is accurate ) on the web application, the mobile app and the Payment Activity page of homeusaa.com. 

Please advise

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