Consumer complaint received 2017-05-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
Your records are completely inaccurate and deceptive. Even though I contacted you in prior months in reference to this card, you contend it wa s  XX/XX/XXXX . I  did not telephone you on   XXXX   XXXX    2017,  stating that I was not using this card, etc. After some confusion, I always contended that I did not have the card and did not apply for it. Moreover, the representative I contacted about the credit card " via telephone '' did not state that the credit card could not be closed. She stated that it was closed, reassured me, and she disputed actual amounts on the card. Please review your records. If she assured me of the account closure, and I assumed it was closed, why on earth would you report derogatory information to the credit bureaus? Why would I go through ridiculous, dog and pony fiasco this for {$35.00}? Regardless, if the first date of notification from me was indeed   XXXX   XXXX    2017, as y ou state, why would you report me to the credit bureaus on   XXXX   XXXX    2017?  You reported my account to the credit bureau before you sent me a letter advising me of the fraud investigation on   XXXX   XXXX    2017 ( pe r " your '' previous letter ). This is wrong and unethical. Again, you reported me to the credit bureau before you sent the letter. On your previous letter to the CFPB, you stated that you advised me of the results on   XXXX   XXXX  2017   . So again, why would you report derogatory information to the credit bureaus on   XXXX   XXXX   , 2017, if yo u did not notify me of the results until   XXXX   XXXX    2017. I  have never spoken to   XXXX   XXXX   XXXX    ( never )  about this situation as you state. The only correspondence I received is dated   XXXX   XXXX    2017 at      XXXX   XXXX   and attached below. She did not notify me of credit reporting and the balance was due as you stated. Please see below and review the attached document. " USAA   XXXX   XXXX   /  XXXX   XXXX  Dear   XXXX   XXXX  , Thank you for sharing your feedback with the  CEO Office.  I am the business expert assigned to assist you with your concerns. Unfortunately I have not been able to reach you by phone. At your convenience please contact me directly by dialing  XXXX  ext.  XXXX . I am in the office Monday through Friday from  XXXX    XXXX   to  XXXX    XXXX   CST. If I am not available please leave a message. I strive to return your call the same business day if not the next. If email is your preferred method of communication please feel free to respond to this email or if you prefer, please let me know how I  may  best reach you. I look forward to the opportunity to assist you and thank you in advance for your time. We value your business and the opportunity to serve all your financial needs. Thank you,  XXXX   XXXX   USAA USAA  means United Services Automobile Association and its affiliates. Collapse '' I replied to this/her first message ever with my response to the CFPB and my email address for further contact. I did not receive any further contact from   XXXX   XXXX   XXXX  . No letters, no calls, no nothing! The attached notification does not state anything about credit reporting and balances as you suggest. Again, I had already been reported to the credit bureaus on   XXXX   XXXX    2017, b efore you sent me the letter dated   XXXX   XXXX    2017. You al so reported derogatory information on   XXXX   XXXX    2017. T his date is before your date of notification of the fraud investigation to the CFPB on   XXXX   XXXX    2017.  Again, on your previous letter to the CFPB, you stated that you advised me of the results on   XXXX   XXXX    2017.  Your notification of the investigation and results was after you reported derogatory information to the credit bureaus. After the   XXXX   XXXX    2017 lett er to the CFPB with the fraud investigation results, evidently a payment of {$36.00} was paid due to stress and duress. It is extremely hard for a person to fight a huge company like USAA. I will never be right, even though there are obvious dates of conflict stated directly in your letter. The bottom line : You reported derogatory information to the credit bureaus before you notified me of your investigation and results. ( Especially, after an extremely nice and patient lady,  USAA  telephone representative, stated that the card was cancelled and not to worry. ) The derogatory information was obviously reported incorrectly by " your '' dates listed above and should be corrected. I would also like to know who I am corresponding with. You have all of my information, and I am continuously asked by USAA representatives for my social security number, but I have no idea who is responding to these complaints. Please advise. I appreciate the review of this matter and look forward to your response. Thank you.

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