Consumer complaint received 2021-02-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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: Investigation took more than 30 days

Complaint:
Hello On XX/XX/XXXX I contracted a individual secured auto loan for {$5800.00} with the XXXX, and monthly payments of {$120.00} were due on the XXXX of each month. The first part of XXXX I had lost half of my income and attempted to keep things a loft however things did fall behind, at the first part of XXXX I did fall behind on the loan however sporadic payments where made. On XX/XX/XXXX I received a call from USAA collections I spent over an hour on the phone when over this account and another one. I believed had made myself clear that I was wanting to pay this loan off in full during this call and the USAA rep never informed that the loan was about to be charged off I also had two pending payments one for XX/XX/XXXX & XX/XX/XXXX. It appears that the XX/XX/XXXX did not go thru, and they called and spoke with me again a couple of days later and also never updated me on the status of the account. My issue is USAA never informed me that the loan was in a charge off status for me to prevent it, USAA had several opportunities they should have provided this information either during the out bound calls or on my monthly statement, they hid what my account status from me. USAA stated they sent my account to XX/XX/XXXXXXXX never spoke with XXXX  they never contacted me, as I had already been in contact with USAA charge off area and made them aware that the loan was going to be paid in full and was paid to them on XX/XX/XXXX not to XXXX so another lie from USAA. Under the fair credit act USAA should be updating the account holder of the status of the account in this case it was about to be charged off, USAA should have never charged off the loan with out notifying me so I could attempt to correct the issue. 

Here is a short history what USAA has put me thru when i asked why they charged off the loan and pulled the phone records 1st. I was told I hung up the call and that is why the loan was charged off 2nd. XXXX XXXX said I had made a promise payment that was missed and the loan went into charge off, and it is USAA policy don't to discuses when a loan will be charged off with the account holder 3rd A combo between a missed payment and I told them not to call them, but the call on the XX/XX/XXXX & on a couple of days later was out bound call from USAA collections so another lie My most recent call with XXXX XXXX I believe went well, however the response I received in writing did not match what she said. USAA keeps changing their story trying to see what will fit to make them sound good in this issue, however this is bank error and needs to be corrected. The staff at USAA will just lie so I have no other option to seek help here, so everyone can see what USAA lending practices or lack of them.

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