Consumer complaint received 2020-10-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
I have been with usaa since XXXX  and usually LOVE them but i have just found out that even though i have always had their auto insurance and paid all my bills through them for multiple services like XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, usaa themselves ' full coverage auto insurance, and XXXX  leasing & recently XXXX   XXXX they have not reported ANY of my positive pay history since XXXX  when i got them for any of these services. So now i am unable to even view my credit score with XXXX  XXXX because despite all these services including USAA 's own services have refused to do what theyre supposed to as a banking institution and even report that i have multiple open revolving and in good standing accounts with them. And now they wont let me link my free XXXX XXXX  with them but my husband was able to and their fraud team has also declined to acknowledge our recent debit card fraud claims other than to send us new cards and not issue any of our money back OR even bother to update us on the status of our claims. And instead only decided recently to just start debiting our debit card accounts and other services whenever they seem to feel like it. Idk whats going on with usaa but if youre gon na brag about being all about the members having more control of their money and having easy zero liability dispute self-service options on the mobile app & website and just suddenly decide that you want to do away with that and replace it with having to call in all the time to customer service Representatives who may hang up, not have clearance or the knowledge to even submit the dispute properly & issue those temp credits back to members while the claim is still under investigation like they always used to then obviously your bank is XXXX  or doing something wrong to be all about members having more control of their money and then taking that away tell me replace it with the XXXX  option possible especially for military members or people who work a lot like me during the Coronavirus we don't have time to call in and we don't have time to sit and be without our money for no reason and have to wait on a card in the mail or pay overnight shipping fee of {$8.00} because y'all messed up like service members are overseas or all over the world they can not be waiting for debit card to go to their house and they're on the other side of the planet that's ridiculous and I saw her recently USAA just got fined XXXX XXXX dollars by the federal government for improper bank practices and honestly with how they been since XXXX i cant say im surprised. My husband and i are probably leaving them later on in the day for XXXX XXXX  honestly that we can trust like we used to trust them but obviously their priorities have shifted I just want my positive payment history updated from them after all these years so that I can move on they shouldve reported my having accounts with them and services and countless other bills through them since XXXX  way back then like this is ridiculous. I'm XXXX years old and they're the reason I can't build any credit because I always get to know I'd do the lack of positive payment history any payment history or lack of sufficient credit use and now I find out it's because they didn't want to do their job and report that I even have accounts with them in the first place I have no score because of them and I'm XXXX years old I'm trying to start my life and build a solid foundation for the rest of it that is wrong that they're getting in the way of that on top of everything else they've done to us lately something needs to be done about their practices lately and the fact that they don't report anything like they're supposed to as a bank.

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