Consumer complaint received 2018-11-17
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
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:
I have been a USAA member for 25 years and have had the same USAA credit card account for 24 years. I typically carry a balance on my credit card, in fact, over the last 24 years, I have paid nearly {$30000.00} in interest charges and have a tremendously good history of paying my account on time every month. I am sure my internal rating with USAA on this specific account is considered exceptional. I am currently applying for a home loan and have decided to reduce this balance to improve my credit score. Unfortunately, lending practices place far too much emphasis on this irrelevant score and I must comply with this unfortunate practice in order to qualify. I made two payments to my USAA credit card on XX/XX/XXXX for {$3000.00} and {$10000.00} and XX/XX/XXXX for {$2200.00}. All payments were drawn from my XXXX checking account that has been used to pay my USAA payments for the last 10 years. At the time of payment, the checking account had more than {$25000.00} in available funds. USAA 's payment services advised upon payment that it may take up to 3 days for payments to process and clear. All three payments cleared my XXXX account on XX/XX/XXXX. USAA gave me credit for the {$3000.00} payment and the {$2200.00} payment, but decided to place a hold on the {$10000.00} payment for one week. Although they are showing the payment amounts credited, they have not updated my " available credit '' and advise they will not do so until XX/XX/XXXX. This is in direct violation of their credit card terms and conditions, as attached. All three of my payments satisfy their stated payment conditions and should have been credited by XXXX XXXX CST on the day of payment. Instead, they have chosen to subjectively apply the caveat from paragraph 24 that states " We may, but are not required to, accept any payment that in our sole discretion does not meet the above requirements or that we deem to be of a questionable nature '' under the condition that my payments are of a " questionable nature. '' ********* I have been a member of USAA for 25 years. This account has remained in good standing and has been in place with USAA for 24 of those years. I have or have had accounts with USAA for investments, mortgages, auto loans, property insurance, auto insurance, personal property insurance, credit cards, and others. I have literally paid this company hundreds of thousands of dollars in fees and payments over the last 25 years without ever having a late payment. Over the last 10 years, I have drawn the majority of these payments out of my XXXX account and every single one of those payments has cleared on the first attempt. Relative to my credit card, the amount of these payments have not been regular in nature and I have often made payments of several thousands dollars at one time. I have an annual income of over {$300000.00} and well over one million dollars in personal assets. USAA currently insures me for nearly 2 million in property and umbrella insurance. I served my country as a XXXX XXXX for 15 years, hold a very high level security clearance and have absolutely no criminal record. And yet considering all of these facts, USAA wants to classify my payment of {$10000.00} as " questionable in nature. '' This determination by USAA is baseless, has impacted me personally with my current mortgage application and is not compliant to their stated credit card terms and conditions.

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