Consumer complaint received 2020-02-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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:
This is in regards to a secured credit card I had with USAA. 

I closed this account in XXXX of XXXX after two years of no missed payments. I was tired of having USAA as a financial institution due to their treatment of members, lack of customer service, and excessive fees. I closed all accounts with them and started with a new bank, etc. 

In late XXXX of XXXX, I found a house I want to purchase and had my loan officer pull my credit, and this was when I found out that my account had been reopened without my knowledge or authorization, assessed a {$57.00} charge, and I was never notified. On two occasions speaking with representatives, they were unable to tell me why it was reopened or assessed, and why I was not notified. 

Due to the urgency of wanting to obtain a mortgage ( through a complete separate financial institution having nothing to do with USAA, and this is a separate issue of them obstructing my ability to obtain a mortgage ), I paid the, at the time, {$62.00} ( more on that in supporting documentation ). I was instructed that I would need to submit a letter through the USAA website to dispute the information, which I did on XX/XX/XXXX. Also, I submitted disputes through the credit bureaus, and it was adjusted by the erroneous and inaccurate data of having an account after I closed it remains. 

I was trying to push forward with the explanation to the lender, but they are requiring this information to come off, as it should because it never should have been there in the first place. Had I even been notified, it was only {$57.00}, I would have paid it just to have it not there. 

After speaking with my lender, on XX/XX/XXXX, I called USAA once again, and spoke with a Senior Banking Representative ( SBR ), who tried to get me to go through the same process of submitting the letter to USAA, credit bureaus, etc. I explained to him that I had already done that, and that my closing date was supposed to be on XX/XX/XXXX and he asked me if I wanted to elevate the complaint to the Member Advocacy Board, to which I responded I would like to very much. He told me I would receive a phone call within 48hrs. 

I did not receive a phone call within 48, so called back on XX/XX/XXXX. The new representative at the CEO member relations team apologized as the SBR did not submit the complaint properly and it was never sent. He said they would look into it, and I would hear something back in a couple of days. Every phone conversation I had with them, I expressed the urgency due to the my being under a home sales contract, and no one seemed to care. 

I called back on the XXXX of XXXX, XXXX, to once again let them know that I have to tell the seller something, and inquired as to whether or not they had found anything out. I was once again, shuffled to someone else and left yet again to explain the whole situation. I requested that any type of information be communicated to me by the following day at noon, as this was supposed to be my closing date on my new home. I did not receive a response from them until XX/XX/XXXX XXXX XXXX  eastern from an employee who had been assigned my account. In it stating that I would be contacted " within two business days. '' By Wednesday, XX/XX/XXXX, I had still not received any communication from USAA, and after several attempts, I finally reached the person handling my account in the afternoon. At this point, she relayed to me she does not see a file on me, there are no documents or letter, no file. From XX/XX/XXXX to XX/XX/XXXX, there was no action or traction on USAA 's part to handle this matter. They are doing to me the very thing under the consent order, still. No urgency in regards to my ability to obtain a mortgage, which is a completely separate issue, but because of the gross incompetence of USAA actions ( as proven just within the last two weeks, not to mention the previous three months ), they have blocked my ability to obtain a mortgage. 

They reopened an account that was closed without my authorization or knowledge. They did not notify me of any adjustments, charges, etc. Nothing. I have gone through the channels the representatives and institution has told me to go through to resolve the issues, and nothing has been done for three months. They have failed to meet self-imposed deadlines on three separate occasions in the past two weeks. The amount of time I have spent on this, only to be told they now don't have a file and I have to essentially start all over again, is mind boggling to say the least and is beyond stressful. Not to mention, it does not appear the seller will extend the contract due to the unknowing length of time USAA will continue to drop the ball. I may potentially lose an amazing opportunity for a residential income property directly because of USAA 's gross incompetence. There are no words for that.

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