Consumer complaint received 2018-06-28
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC
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: Their investigation did not fix an error on your report

Complaint:
This dispute involves an Auto loan I got from USAA Federal Savings Bank and in particular, their supposed " fix '' which only worsened the problem. As they supposedly tried to resolve the problem, they worsened my credit report. 

XX/XX/XXXX : I paid off the loan in full and received a confirmation letter from USAA stating " Your Loan Has Been Paid in Full. '' FOUR years later, in XX/XX/XXXX : While reviewing my credit report, I noticed that USAA Federal Savings was now listed as a " negative account ''. My credit report showed a " Charge Off '' in the amount of {$180.00} starting XX/XX/XXXX. 

I called USAA member solutions three separate times to try find out what this charge off was for. I called on XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX. 

On XX/XX/XXXX : USAA representative acknowledged that " yes, the loan was paid off in full '', but could not explain why there was a charge off for {$180.00}. She requested an investigation. 

On XX/XX/XXXX, the USAA rep told me that {$180.00} was " washed out on XX/XX/XXXX '' and advised me to wait 30 days for this to be reflected on my credit report. 

On XX/XX/XXXX, my credit report was still NOT corrected. I called USAA again and this time the USAA rep informed me that my account was " still in charge off '' status, but he could not tell me what the charge off was for. I offered to make a payment to resolve the issue and to clear my account, but he told me that I could not make any payments. He offered to request another investigation. I informed him that the previous investigation had not been helpful, ie no one could tell me what the charge off was for and my credit report still listed USAA as a negative account. 

On XX/XX/XXXX, I submitted a complaint regarding the above to the CFPB. 

On XX/XX/XXXX, CFPB emailed me that " the company has responded to your complaint '' and XXXX from the USAA XXXX 's office called me. She informed me that while the loan indeed had been paid off in full, interest in the amount of {$170.00} had accrued on the loan. She apologized that the USAA Representatives had failed to provide me with a clear explanation despite the fact that I called them 3 separate times over several months. She stated that because of my troubles, she had talked to the AVP of the Collections Department at USAA and had asked for this interest to be removed/forgiven as a courtesy and that she would contact the Credit Bureaus to have the charge off removed. She asked that I wait 30 - 60 days to have this reflected on my credit report. 

On XX/XX/XXXX, I called and left a voice mail for XXXX at XXXX ext XXXX. I stated that no updates from USAA had come through and that my credit report still listed USAA Federal Savings as a charge off, and thus as a negative account which lowered my credit score significantly. 

On XX/XX/XXXX, my XXXX  credit score decreased further by XXXX points since USAA account had been updated. On XX/XX/XXXX, my Equifax score decreased by XXXX point, due USAA account update. Both of these updates re-set the clock FORWARD from XX/XX/XXXX to XX/XX/XXXX, thus increasing the negative impact factor and delaying by ANOTHER year for clearing USAA off my credit report. 

On XX/XX/XXXX, I called XXXX again. This time she called back the same day. She told me that she had submitted USAA charge off removal and Account paid in full letter on XX/XX/XXXX. She also stated that when she received my voice mail on XX/XX/XXXX, she had requested another update. I informed her that the updates from USAA had been reflected on my credit scores on XX/XX/XXXX and XXXX, and that her reports had backfired and had WORSENED my credit scores. XXXX responded that she will pull my credit report in order to see what the credit agencies are actually reporting. She stated that this should not cause a credit inquiry and that she would also send a letter saying that the Charge off has been removed. As of XX/XX/XXXX, I have NOT received this letter. 

On XX/XX/XXXX, I called XXXX back. As of XX/XX/XXXX, neither XXXX nor any representative from USAA have not returned my call. 

To this date, on my credit report all 3 credit bureaus list USAA with a charge off and as a negative account. USAA has negatively impacted my credit score TWICE : First in XX/XX/XXXX, and again in XX/XX/XXXX. Thus, USAA has exacerbated the problem by resetting the negative account date from XX/XX/XXXX to XX/XX/XXXX.

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