Consumer complaint received 2023-02-23
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
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:
In XX/XX/XXXX our payment to USAA Credit Card Services, which I thought was sent electronically from our account with XXXX, was not credited on the date I had indicated for payment. When the payment was a couple of days late, I contacted XXXX and was told USAA Credit Card Services had insisted a paper check be sent for payment. When contacting USAA Credit Card Services, I was told the payment had still not been received and was told I should have paid my bill another way such as having a prepaid account or paying through their web site. I explained I had been paying this bill via electronic transfer of funds for about 20 years without problems with payment always being on-time. I believe I made two calls prior to the payment being made to the account and was treated as being the problem on two separate occasions. I then asked to speak with a manager or customer service representative to discuss this concern. After speaking with a manager, I was told my concern would be forwarded to a Customer Service Advocate. I was contacted by XXXX in the USAA CEOs office who listened to my concerns regarding the insistence for a paper check from XXXX to the USAA Credit Card Service Division. He once again told me of the process with the third party vendor handling the payments and all of the other ways to pay my bill. I also informed him of my past experience with electronic transfer which had been flawless and that I pay our auto, home owners insurance, and all other insurance with USAA via electronic transfer without any problem. He did not comment on that. I live in an area where there are documented concerns with the ability of USPS to provide timely service and had been informed by a business colleague the XXXX XXXX area has also had USPS delivery concerns making the ability to pay bills via electronic transfer more timely and cost effective. Again, no comment. 
Our XX/XX/XXXX payment went through without difficulty and was timely. 
In XX/XX/XXXX I scheduled the payment 2 days early to prevent any concerns since the due date was on a Saturday. When the payment was not received on time, I contacted XXXX XXXX who once again told me that USAA Card Services has demanded that a paper check be sent for the payment and they would not accept an electronic transfer. The check was mailed on XX/XX/XXXX XXXX XXXX XXXX, MN and was to be paid on XX/XX/XXXX. The payment was not received. I attempted to contact XXXX and left several messages with no return calls. I then contacted customer relations at USAA and eventually spoke with XXXX who listened and then told me all of the things both I and XXXX XXXX should have done and basically I interpreted the conversation as this was my fault and my banks fault. When I pushed the need to improve the process she said Good Bye! Have a nice day. And hung up on me. 
XXXX is the 5th largest bank in the USA and has a presence in 28 states. It seems odd that USAA Credit Card Services will not accept their electronic transfers when all other companies and vendors I partner with will. This has been extremely frustrating and does not seem to be the way to treat military and veteran members of the XXXX XXXX.

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