Consumer complaint received 2022-06-02
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Existing USAA existing case number - XXXX Last conversation with USAA Office of CEO representative XXXX XXXX XXXX XXXX XXXX XX/XX/2022 On XX/XX/2022 I made a payment on my USAA XXXX XXXX Credit Card using the USAA app for my family 's weekly food budget of {$500.00}. I was travelling for work and this would give my family money to buy food while I was away. Over all the years I have had a USAA credit card, the payment would post the instant I made the payment. I have maintained the exact same external account for payments and I have never had a payment hold. In this case, AFTER I submitted payment I noticed it did not post even though my confirmation stated that the payment would deliver on XX/XX/2022. I called USAA to find out why, in this case, the payment did not post. I was told there can be holds placed on payments and they could not be removed for any exceptions. I do understand the need for a company to have a policy and I also understand this policy may have been stated in one of the many communications that are written by lawyers and sent to customers. This does not change that fact that I was told my money would be held for 8 days with no reason given for why it was determined to hold my payment this time. I am a working man with a family, managing daily expenses with a loss of access to my own money makes life extremely difficult and stressful. When I called to initiate a conversation I had to go through multiple calls to get in touch with someone who would talk to me. Once I did speak with someone I got a feeling that is exactly opposite of how USAA advertises itself. No one cared that the money being held was the money we budget for food. I do not think my XXXX & XXXX XXXX XXXX children are as concerned with large corporate policy over their food intake. My main complaints will be stated below... 

1. Communication about the hold prior to submitting my payment in a manner that would be reasonable for a consumer to recognize and understand on a cell phone app would prevent these issues in the future 2. No exact reason given for why this decision was made in this case. Even though it has never happened to me in the past 3. USAA speaks very highly of itself as a consumer centric company and up to this point I have found that to be true. In this case, it only takes one bad decision to ruin a relationship. No one was willing to take responsibility or even try to provide a resolution. I kept hearing " we can't do anything ''. When dealing with peoples personal finances that is not a phrase that should be used.

I only wanted some help form a company that I have been loyal to for a long time. Although I am sure to be considered a small time customer, from my point of view I go out of my way to give USAA all my insurance business and I bank there also. I just wanted to hear that someone cared and we could find a solution.

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