Consumer complaint received 2018-07-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Struggling to pay your loan

Complaint:
I received a call today XX/XX/18 about XXXX from XXXX XXXX from CEO office at USAA. XXXX received my complaint from CFPB and decided to speak with me about all the research that was completed due to this compliant. USAA decided that all they were able to do regarding complaint # XXXX was correct the way they reported me past due 30 and 60 days on my credit report. This is great but it does not fix the problem it is only a temporary fix since now I must come up with {$1400.00} to bring my account current before I report 30 days past due again. When XXXX called me the last time today XX/XX/18 to inform me that per our conversation from earlier today when requesting her manager to call me that was not going to happen but she did talk to her and they decided to only fix the credit reporting side of my issue. I am so upset and very confused about how USAA thinks that this is ok. Their only come back is that they sent me delinquency letters which I told them I did not receive in the mail. I received a letter letting me know that the hard hit from an inquiry that was reported to my credit was corrected since it was USAA error. I am wanting the Modification corrected or I want this loan gone. I can't even refinance it due to my credit score with any Bank so I do not ever have to do business with this fraudulent bank ever again. I need them to understand that a small error can cause so many other things to happen in a members life and how your financial status can change they way people treat you. They continue to tell me what I did that was incorrect but not once did they ever say what they did incorrect from day one, I am not satisfied with their response I think I have a pretty good history with them they have collected enough money from me and my family who also served in the Military. I will continue to write letters and send several emails to higher up until this is corrected. I think that USAA needs to be audited by FDIC they will see that they have more then just my small error going on in that institution. In researching this Bank I found several complaints from several individuals who served in the military who feels like USAA just has taken advantage of the people who fought for our country to make a difference. USAA needs to know what XXXX   and XXXX means. Your members needs and concerns should always be important and when a member calls the call center the XXXX  and XXXX  should be educated and trained enough to help each and every member with all products your bank offers. I am expecting more from USAA then just a credit report correction. I need my concerns and issues addressed in a timely manner this issue has been going on since XXXX XXXX. I want USAA to explain to my children why I can't get their school supplies, clothes, shoes and buy food for the next two months. Tell them how I did qualify for the loan modification but my mailed doc 's did not get to USAA until the XXXX of XXXX which means I missed the deadline my 2 days. If USAA doesn't understand what loyalty means then maybe I can help educate them with information that I have learned in my past experience when dealing with customer service. I want USAA to understand I am not saying customers are always right but when you ( USAA ) drop the ball in the beginning you should be doing everything I mean everything to make it right and show the member that yes everyone makes mistakes but we as a TEAM ( USAA ) will do what we need to do to make sure the member will continue to trust in you ( USAA ). I think I deserve much more not because I think I am right realty I know I am. I know USAA had their legal team, CEO office and other team members research the situation but they are only stating the letters they sent to me I never received. The call that I made when I applied for the modification where I asked the rep can I make a payment anyways he stated no wait until the modification was booked the new due date would be XX/XX/18 which is what I expected. They mailed the forms that needed to be signed so I asked XXXX what happens if I did not get the doc 's on time then what would you do for me. She said I told you before XXXX XXXX you could have faxed them. Is the real issue due to me mailing the documents? USAA please send me the money I need to bring the account current along with compensation for the three months I have been calling your bank to try and get this completed. I have lost work time, family time, this issue has also caused my family so much extra stress and pain. I explained when I called back in XXXX before my payment was due that my husband already had military related issues which was causing my household income to change I am only one person trying to handle everything by myself at this time me and my children are already suffering due to his illness this is just one more thing to add to what we have going on. If you truly care about your members you will do the right thing. Food for thought just because I am a XXXX   woman married to a XXXX man does not give you the right to judge us. I know during the 1st few calls I received from certain individuals they seemed to want to help after doing account research when higher up called it seemed as if the calls were very rude and condescending. I will continue my research to make sure I am being treated equally.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief