Consumer complaint received 2020-07-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
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:
USAA mishandled my automated bill payment I established from my USAA checking account to my USAA credit card by failing to apply my automated payment to my USAA Credit Card 2 months in a row. Although USAA identified a bank error, reaffirmed the automated payment would be processed correctly going forward, waived the late fees assessed on my USAA Credit Card each month, USAA still reported my credit card as 30 days past due. 

On XX/XX/XXXX I completed a Balance Transfer to my USAA credit card. I received a USAA Credit Card Statement with a closing date of XX/XX/XXXX which showed a payment date of XX/XX/XXXX with no payment due. In XXXX I went online to my USAA account and set up an automated bill payment from my USAA Checking account to pay my USAA credit card. The payment was set up to be paid monthly on the XXXX calendar day of each month for {$130.00}. Based on this automated bill payment my USAA credit cards should have been paid on XX/XX/XXXX for {$130.00}. I checked my USAA credit card statement on XX/XX/XXXX and noticed my automated payment was not processed. I was assessed a {$25.00} late fee on XX/XX/XXXX. I called USAA Credit Card customer service on XX/XX/XXXX and I was informed there was a bank error and my automated payment did not take effect for XX/XX/XXXX. I was informed the automated payment would take effect for XX/XX/XXXX. I was able to initiate an ACH telephone payment of {$130.00} from my USAA checking account that was applied to my USAA Credit Card on XX/XX/XXXX. I did not receive an explanation of the error but my late fee of {$25.00} was reversed. On XX/XX/XXXX I checked my USAA credit card statement and noticed my automated payment for XX/XX/XXXX was not processed. I was assessed a {$25.00} late fee on XX/XX/XXXX. I called USAA Credit Card customer service on XX/XX/XXXX and I was informed that due to an error my automated payment did not take effect for XX/XX/XXXX but it would take effect for XX/XX/XXXX. I was able to initiate an ACH telephone payment of {$130.00} from my USAA checking account that was applied to my USAA Credit Card on XX/XX/XXXX. I did not receive explanation of the error but my late fee of {$25.00} was reversed. I was never informed that my credit reporting was impacted by these bank payment errors. The automated payment I initially established in XX/XX/XXXX did not take effect until XX/XX/XXXX. USAA did not provide any disclosures on their website that an automated bill pay would take longer then 30 days to take effect. 

I was not aware of the negative credit reporting until I was denied a consumer loan in XXXX of XXXX. The reason for the declined loan was missed payment on a personal credit report. I pulled my credit report in XXXX of XXXX and noted my USAA credit card was reported 30 days late in XX/XX/XXXX. I contacted USAA directly in XX/XX/XXXX to dispute the negative credit reporting and was instructed to submit an online dispute. On XX/XX/XXXX I received a notification in the mail that my information in question was being accurately reported to consumer reporting agencies. I contacted USAA again on or around XX/XX/XXXX and initiated an escalated CEO complaint regarding the bill pay errors and negative credit reporting. I spoke with an representative in the Office of CEO on or around XX/XX/XXXX. I was informed an investigation was under way and the investigation could see that I had established a bill payment for XX/XX/XXXX and XX/XX/XXXX from my USAA Checking Account. I was told USAA was still investigating why the payments were not applied to my USAA Credit Card. As of today XX/XX/XXXX the investigation has not been completed and my issue has not been resolved.

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