Consumer complaint received 2018-01-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC
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:
On XX/XX/XXXX, I got an auto loan from USAA Federal Savings Bank ( " USAA '' for the rest of the complaint ). 

In XX/XX/XXXX, I paid this loan off IN FULL. I have a confirmation letter from USAA dated XX/XX/XXXX, and a " Lien Satisfied '' letter from USAA dated XX/XX/XXXX. 

In XX/XX/XXXX, I noticed a " charge off '' in the amount of {$180.00} dated XX/XX/XXXX from USAA Federal Savings Bank on my credit report. 

On XX/XX/XXXX, I called USAA. After 1 hour and 16 min, I was eventually routed to the correct Department : " Charge Off Recovery Dept '' XXXX XXXX ext XXXX. The representative XXXX was as helpful as she could be. She confirmed that my loan was indeed paid in full and she could not figure out why there was a charge off. She informed me that the USAA credit reporting dept could not be reached by phone, either by consumers or by herself. She stated she was going to initiate an investigation and she advised me to file a " Credit Report Dispute '' via the USAA website, which I did immediately. She also advised me that it would take approximately 30 days before any information was updated on my credit report and that I should check at that time. 

On XX/XX/XXXX, I called USAA Charge off Recovery Dept and talked to XXXX again. She informed me that on XX/XX/XXXX, the charge off amount of {$180.00} was " washed out and cleaned. '' She again advised me that it could take up to 30 days before this information was reflected on my credit report. 

On XX/XX/XXXX, I checked my credit report. The charge off by USAA was NOT corrected. I again called USAA Charge off Recovery Dept. This time, I talked to XXXX. XXXX confirmed that my account was " still in charge off status, '' but he could not provide me with any further explanation. I asked if I needed to make a payment to remove this charge off, but he informed me that I couldn't make a payment " because there is nothing to pay ''. He stated he was going to initiate another investigation and that if I would like to, I could file another " Credit Report Dispute '' on the USAA website. I told him what I would like is a resolution to this issue, and that I wanted to speak to someone in the credit reporting office who would actually be able to answer my question as to " Why was there a charge off when the account was paid off in full and the lien is satisfied ''? Most importantly, I told him that I wanted to talk to someone who could actually tell me what needed to be done to resolve this issue, AND actually resolve the issue, ie remove the charge off from my credit report. He informed me that " the back office can not be contacted by phone '' and that my only recourse was for him to initiate another investigation. I asked him to initiate the investigation. 

Why there was a " charge off '' when USAA sent me a letter stating " Your Loan Has Been Paid in Full '' on XX/XX/XXXX and another letter stating " LIEN SATISFIED '' on XX/XX/XXXX. How could I possibly have owed them any money?

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief