Consumer complaint received 2020-10-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Back in XXXX of XXXX, I became the victim of identity theft. Of the many fraudulent activities that occurred with the illegal and improper use of my identity, 2 of my 3 USAA credit cards were compromised and used without my permission or knowledge. Upon learning my cards had been compromised I immediately notified USAA and the USAA CreditCheck & ID Monitoring service for which I paid a monthly fee. A case was opened and at first, it seemed USAA was being only slightly negligent. The credit monitoring service for which I paid actually offered little to no real help. I had to contact the bank directly myself repeatedly as they failed to credit the fraudulent charges back to me repeatedly. Each time their agents opened up a new fraud case for the same incident. It took about 6 months for USAA to finally fix and credit my accounts back for the fraudulent charges. While frustrating at times, I believed the identity theft was behind me. 
About a year after all investigations and credits to my account connected with the identity theft were finalized and the case was closed, without notice, USAA rebilled me for all the fraudulent charges. The rebilled items were only indicated by a label of security adjustment. Upon contacting USAA regarding these unknown charges, the USAA agent said they must be a fraud and opened a new fraud case. Two days later, in violation of the military lending act, I was restricted from accessing my accounts, online or otherwise. My Debit and Credit cards stopped working and all ACH transactions were returned. As I was set up for USAA paperless billing and online contact, I immediately requested USAA to begin physically mailing all paperwork to me. In further violation of MLA and FCRA laws, USAA failed to provide or make accessible to me any of my account statements, disclosure, or required documents. The only notifications I would receive for the next few years were emails informing me I had a letter waiting for me on USAA.com. However, I was prevented from viewing or accessing said notices by the restriction USAA placed on my online access. In further violation of FCRA, regulation Z, and MLA statutes USAA began and continues to furnish negative information to the Credit Reporting Agencies. The negative information being furnished to several CRAs is a direct result of USAA reversing their final decision a year after previously making a  final decision in my favor and crediting my accounts for unauthorized charges reported. I have made repeated disputes with the CRAs regarding this negative data due to identity theft, which USAA has failed to provide any documentation of the results of their investigation or acknowledgment of my dispute. The only letter I received was in response to my complaint to the OCC, in which they state they are unable to hold me accountable a year after finalizing the fraud case. However, they failed to cease reporting the negative information or correct any of their illegal actions. I made hundreds of attempts to contact USAA via phone regarding this over the phone. Each time I was instructed I needed to speak to XXXX. I left over 200 voicemails for XXXX and her manager over the years. I have still yet to receive a single phone call in return. I have also filed numerous CFPB complaints such as but not limited to XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX to figure out what happened. The only response I have received from USAA regarding these issues in writing has been that USAA has decided to no longer pursue business with me but fails to explain as legally required. 
I worked a lifetime to establish my top tier credit rating and had always paid my bills on time. These massive violations by USAA have had extreme and long-lasting ramifications, barring me from access to any favorable or terms of credit at all. This includes preventing me from refinancing my sole remaining auto loan with another institution, purchasing a home, new vehicle, or opening any subsequent lines of credit with favorable terms. I have requested documentation on my accounts from USAA, especially for my auto loan which remained open. I especially needed the loan docs as USAA failed to provide any origination loan docs, account ledgers, or notice of any fees to negative actions they were, did, and have taken. This is especially crucial as upon freezing my accounts USAA refused to accept payments from external accounts. This prevented me from paying my auto loan and sending it into default and eventual repossession. I never got any notices of any of these actions or notices of fees added. I was simply told they would be credited over the phone for their errors. The only document USAA began to provide was my monthly consumer auto loan statement. This statement, however, fails to comply with the requirements set forth by the MLA and FCBPA. I have never been provided an account ledger for this or any of my accounts, representing a failure of USAA to validate the accounts in dispute they have been reporting negatively to the CRAs. 
It has come to my attention this type of illegal and predatory lending practices are common at USAA, as have lost several large lawsuits. While the Office of the Comptroller of the Currency lowered USAA Banks overall Community Reinvestment Act performance evaluation rating from satisfactory to needs to improve after uncovering evidence of 600 violations involving customers. Furthermore, The Consumer Protections Bureau found that USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. USAA also violated the Consumer Financial Protection Act of 2010 by reopening  deposit accounts consumers had previously closed without seeking prior authorization or providing adequate notice. I am just another example of their willful noncompliance with federal, state, and government statutes.

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