Consumer complaint received 2017-05-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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:
I have been a member o f USAA  for  six y ears, and am an  XXXX   XXXX  Veteran since  XXXX , having served  XXXX   XXXX  for  five  years. In  XXXX  of  XXXX , after several years of great service with  USAA, I took out an auto loan with USAA  after a total loss on a previous vehicle.     While initially all seemed to be going well with the loan, at some point after loan origination, an error occurred with the banking and  USAA  was attempting to withdraw my monthly payment from m y USAA Checking ac count, even after several calls to explain that my payments were to be coming from my external   XXXX   XXXX    XXXX  checking account. Then twice, the payments withdrawn from my   XXXX   XXXX    XXXX  checking were reversed, because  USAA had  misinformed me via phone when giving me information as to how to set up external payment accounts for my auto loan, and which account numbers to utilize. On several occasions in  XXXX  and early  XXXX   XXXX ,  USAA Auto Loan representatives phoned me regarding   my auto loan payment issues, walked me through the process of correcting this issue, and stated " all was set now '' and that the issue was corrected on their end. My domestic partner, with whom I reside, is witness to these phone calls, and I have my   XXXX   XXXX   XXXX   XXXX  statements which clearly show and prove the attempted withdrawals to pay my  USAA  Auto loan monthly. This entire issue was due to misinformation provided by  USAA Consumer Loan representatives on multiple different phone   calls.     On  XXXX   XXXX ,  XXXX , after receiving yet another mail correspondence that my auto loan was delinquent, I phoned in and attempted to resolve the issue with an  Executive Resolutions specialist,  who informed me that it was not a  USAA  error and therefore refused to retract th e 30-day late  negative credit reporting. I then escalated the issue to the Office of the  CEO,  and was contacted on  XXXX   XXXX ,  XXXX , from a  CEO  Correspondent who once again stated that she was unwilling or unable to retract the  30-day late credit reporting as it was my error, ev en though it was not my error due to misinformation provided multiple times by  USAA  Representatives. While I continued to attempt to resolve this and point out the issue with the  USAA CEO  Correspondent, it was to no avail, and I have opted to file a grievance with the Consumer Financial Protection Bureau.     At this time, it is clear tha t USAA is  incorrect in their statement that this was my error, and I am disputing this negative credit reporting of 30-days late. As an aside, I find it extremely distasteful for  USAA to  refuse to assist a military Veteran and longtime member with the first and only issue of this nature (  one alleged late payment ), especially given that this was not an intentio nal late or slow payment, and resulted from misinformation provided and confusion from multiple phone calls with  USAA Auto Loan r epresentatives. I have worked extremely diligently to protect my credit, all while serving my country and working to attain higher education post-military service, and I am requesting this be reviewed and rectified as soon as possible.     Attached you will find a copy of my recent checking statement with   XXXX   XXXX   XXXX   XXXX , where you will note the attempted transfers/payments to  USAA  for {$410.00} -- the amount of my monthly auto loan payment to  USAA.      At this time, I am requesting an immediate retraction of the reported  30-day la te payment on my auto loan with  USAA  due to the information provided within this complaint.

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