Consumer complaint received 2018-09-09
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In mid XX/XX/2018 I utilized USAA 's app in search of a Home Equity Line of Credit. The app provided information regarding that service, along with initial mortgages and refinancing services. Some of the information regarding the services were provided in the same areas. The Home Equity and refinancing services were positioned to accompany mortgages in a pre-approval process which asked questions the services. During the pre-approval process there were questions pertaining to each service that had to be answered in order to proceed. Although I was seeking Home Equity services, I had to answer questions relating to mortgage and refinancing. Upon submitting my application I was informed through the app that my credit report would be ran as a " hard pull '', meaning it would show on my credit history. After submitting my application I was informed that I needed to call USAA to provide more information. Upon doing so I was informed that USAA no longer offered Home Equity services and that I shouldn't have seen any information regarding it or apply for pre-approval for it. My credit report did reflect the " hard pull '' from the pre-approval process. I was informed by XXXX ( lender number XXXX ) that information remaining on the app regarding Home Equity services would be looked into and that she would pass my credit report being pulled along to get it reversed since it shouldn't have been offered. She also asked me to email screenshots of the services being offered on the app and the application process, which I was unable to do due to the apps security and being prompted for another " hard pull '' on my credit history. Upon receiving a Notice of Action Taken on XX/XX/2018 regarding an application for a " First Mortgage '' through USAA dated XX/XX/2018 I contacted USAA to inquire if the " hard pull '' still existed. I was eventually transferred back to XXXX who informed me that because I had consented to the " hard pull '' and filled out answers pertaining to a mortgage, the " hard pull '' would remain and that Home Equity services were not part of the pre-approval process. I reminded her that Home Equity services information was provided and their services offered to me at the time of my application, and that service was the one I was under the impression by the app that I was applying for regardless of the pre-approval process having questions for multiple services. I requested a supervisor after she refused to assist me in removing the " hard pull ''. She transferred me to XXXX ( XXXX ) in the Resolution Team who gave the same response as XXXX . Upon asking for a supervisor I was informed that no one there would be able to help me since I admitted to submitting the application, eliminating the possibility of fraudulent activity. I informed him that I felt the issue was fraudulent due to the fact that the app had offered Home Equity service information, positioned it as part of the multi-service pre-approval process and failed to even offer that service at that time. After 57 minutes and 48 seconds, including hold time and me asking for his supervisors name and voicemail, he finally took down a callback number and said he would pass it along to his supervisor to review. XXXX also stated that, due to this being a non-fraudulent issue, the " hard pull '' would stay per policy. I am still in the process of choosing a Home Equity vendor, but my ability to secure one is hindered by USAA 's " hard pull '' on my credit report for a service which they ceased to offer at before I submitted my pre-approval application.

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