Consumer complaint received 2026-01-08 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: TN

Complaint narrative:
On XX/XX/XXXX, a {$7000.00} check was sent from my XXXX XXXX XXXX XXXX account to USAA Federal Savings Bank to be applied to my USAA Credit Card Account. The check was accidentally mailed to an incorrect address for credit card payment processing. It was sent to USAA 's Mortgage Payment address. At the end of XXXX, I noticed the check had not been applied to my credit card account. It was then that my XXXX XXXX rep and I discovered it had been sent to the wrong address. XXXX XXXX  attempted to stop payment on the original check and mailed a new {$7000.00} check to the correct payment address. That check was applied to my credit card account. After the XXXX check was sent, XXXX XXXX advised they could not stop payment on the first check because it had been cashed. I contacted USAA credit card customer service and advised them of the problem. They stated they could not help and that all they could tell me was that the payment was not received. They instructed me to call the USAA Mortgage customer service, which I did. They instructed me to email them explaining the situation. Myself and my XXXX XXXX rep emailed USAA Mortgage with the cleared check for reference and asked if they could research where the money had been deposited and apply the funds to my credit card. My XXXX XXXX rep and I both received email replies from USAA Mortgage that they don't handle credit card payments, and we are talking to the wrong people, even after we explained the situation. On XX/XX/XXXX, I then called USAA customer service again and asked to speak to a supervisor. I was advised that they don't have supervisors, but they would send me to an escalated XXXX. I then talked to them, explained the situation. They advised that my best course of action was to file a dispute with them about the payment and that I needed to upload the cleared check document via USAA 's website, which I did. A few days later, USAA applied a payment of {$7000.00} to my credit card account. Then a few days later, they reversed the payment and closed the dispute, saying the payment had never been received. I waited until after the holidays to see if they would resolve the issue and apply the payment to my account, or send the money back to me, or XXXX XXXX. On XX/XX/XXXX, I called USAA customer service again. Explained the situation again and again, they told me there was nothing they could do, and I would need to talk to the USAA Mortgage customer service because they are the ones who cashed the check. As they were transferring me, the phone call was cut off. I called USAA Mortgage customer service directly, and they said they could not help, that I would need to talk to XXXX, the company that services USAA Mortgage, and apparently, the company that cashed the check. I was transferred to them and was again told that they could not help ; I would need to email them. I emailed them again on XX/XX/XXXX, explaining the situation and including the cleared check, asking them to either apply the money to my credit card account or send me the money back. I have not heard back from them or USAA about the issue.

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 monetary relief