USAA Savings Mortgage Complaint

USAA Savings Mortgage department,

Home equity loan or line of credit Loan servicing, payments, escrow account Washington

USAA Federal Savings Bank fails to mail home equity loan bills in a timely manner, leaving customers with insufficient time to make payment. As printed, the bills provide 25 days before they are past due but the company consistently waits 6 days before postmarking the bills so consumers have just 25 days - 6 days delay - 3 days mailing time = 16 days from receipt of bill to have payment processed by USAA. Then the company shortens the time even farther, because unlike the rest of the USAA organization, USAA Federal Savings Bank refuses to join the online bill pay systems that most customers use today, so any customer who pays via mobile or online banking faces an additional 8 day wait for payments to clear ( instead of the 1 day wait customers expect ), leaving consumers with just 8 days to pay their bill ( or 13 days for consumers who physically mail checks ). I have spoken with multiple representatives of the company about this issue without success and am filing this complaint because those representatives have made it clear they have no internal complaints handling process through which customers can pursue resolution to problems like this without going through external channels like the Consumer Financial Protection Bureau.