Consumer complaint received 2020-01-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
THIRD CFPB REQUEST FOR THE SAME ISSUE, WHICH USAA CLAIMED TWICE IN WRITTING THAT THEY RESOLVED WITH THE CREDIT REPORTING AGENCIES. 

REQUEST : A USAA MEMBER ADVOCACY UNIT MANANGER 'S REVIEW AND INTERVENTION INTO THIS ONGOING ISSUE. 

During XX/XX/XXXX, I mailed my monthly personal payment check on time in the amount of {$180.00} to USAA Bank regarding my USAA RV loan. The actual payment was {$180.00}. Therefore, I inadvertently wrote my check to USAA XXXX  cents short. As soon as USAA notified me via mail of my error, I immediately mailed a check to USAA for XXXX  cents to correct my mistake. I soon thereafter discovered during my home refinance loan process, that USAA issued on my RV account a 30 day late and reported that to the 3 major credit reporting agencies. I have been a member with USAA for over 40 years. As a result, I assumed that I wrote an apology letter to them ( I wrote several letters to USAA ) that they would forgive me for this one- time minor error. Instead, USAA wrote back in one of their letters that my request for forgiveness was viewed by them as " frivolous '' and that the 30 day late mark stood.

In response, I wrote my first CFPB complaint during approximately XX/XX/XXXX. In response to that first CFBP complaint, USAA via my telephonic conversation with the assigned USAA ' Member Advocacy Representative, and via later confirmation letter, that USAA decided to forgave my XX/XX/XXXX cent mistake and that they would notify the three major credit reporting agency 's that the 30 day late was removed. However, days later, XXXX  reported to me that they received no such related notification from USAA ( The other two CRA 's were notified by USAA ). So in response, XXXX  agreed to do a dispute investigation. When XXXX  contacted USAA 's Consumer Reporting Unit, that Unit informed XXXX  that the 30 day late was never removed and that it was active. As a result, XXXX   maintained the 30 day late and reported the 30 day late information to the two remaining major credit reporting agencies.

In response, I wrote a second CFPB complaint regarding the same unresolved 30 day late issue and the miscommunications that USAA Consumer Reporting Unit had with XXXX. The USAA assigned Member Advocacy Representative informed me on her CFPB response that USAA 's Consumer Reporting Unit inadvertently responded incorrectly to XXXX  that the 30 day late was valid. The USAA Member Advocacy Representative wrote, " Please know that we have addressed this with those involved in order to prevent a reoccurrence. On XX/XX/XXXX we confirmed with all three CRA 's that the delinquency is no longer reporting ''. When I called XXXX  a week later to confirm that statement, XXXX  claimed that according to their their database, USAA never notified them to remove the related 30 day late. So in response again, XXXX  agreed to do another dispute investigation. When XXXX  contacted USAA 's Consumer Reporting Unit again, that Unit again informed XXXX  that the related 30 day late was never removed and that it was active. As a result, XXXX  maintained the 30 day late and again reported the 30 day late to the two remaining major credit reporting agencies. So I am back to square one on this issue!!!!!

In my continued frustration with USAA, I have left numerous ( calm and respectful ) voicemail messages with the related USAA Member Advocacy Representative that was assigned to my case. I explained to her the aforementioned continued circumstances. In my messages to her, I politely requested that she contact XXXX   regarding USAA 's repeated miscommunications.. I have not heard back from this USAA Representative and thus assumed she must have contacted XXXX  about the related issue. On XX/XX/XXXX, when I telephone XXXX, they informed me that USAA is still maintaining that the related 30 day late is valid.

So again, I have decided to file a third request for a dispute investigation with XXXX.

I am so frustrated with USAA regarding this XXXX  cent mistake issue ( which I am clearly to blame for ). But I'm also frustrated at USAA 's continued miscommunications ( or lack of ) with XXXX  and with their own Consumer Reporting Unit. So in response, I have decided to write a third CFPB complaint for the same XXXX  cent / 30 day late issue. Again, I am respectfully requesting that a USAA Member Advocacy Manager review the circumstances of this case and then please call me on my employment cellular telephone ( on file with USAA ) regarding how to possibly resolve this same repeated issue. Thank you.

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