Consumer complaint received 2016-09-24
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Credit card
Issue: Transaction issue

Complaint:
This complaint is against USAA credit union. I make payments against my USAA credit card balance via an outside financial institution, XXXX. The checking account # I historically used was changed by XXXX during the summer of XXXX. I updated my checking account number in the USAA online banking system and made payments on the USAA online portal. I believed that the payments I had made posted properly because the balance on my credit card had declined appropriately. It was not until after I logged into USAA around XXXX, XXXX that I learned that my balance on my credit card account did not reflect the prior two payments. I immediately made a large payment and contacted USAA about the error. Since the error, I have moved forward with XXXX CRA disputes and XXXX prior CFPB dispute. After several hours on the phone and multiple disputes the information was properly removed from my credit reports around XXXX, XXXX. The information was later re-inserted into my XXXX and XXXX reports approximately 60 days later without any notification. These two late payments are not representative of the fact the I have over 100+ months of on-time payments made to pay off a vehicle, two personal loans, and six years of credit card use. Most recently, I was told that my case would be looked at by an " executive resolution team, '' though the communication the I actually received was from one individual who himself determined that I was strictly at fault. USAA had promised me on several occasions that they would provide me with the documentation/proof/supporting evidence that they used to deny my claim of inaccurate credit reporting, as well as the documentation that they supposedly sent to me notifying me of failed payments. To this day, USAA has not provided me with any reasonable explanation as to why they refuse to remove this negative information from my credit history. The impact of USAA 's continued negative reporting can not be overstated. This includes nearly two years of extreme emotional distress associated with a significantly reduced credit score that has prevented me from obtaining a mortgage to provide a home for my family, caused the denial of a small business loan, and increased the effective APR on my existing credit accounts. I can not imagine a more compelling case for the Consumer Financial Protection Bureau to investigate. I am a XXXX-retired, XXXX veteran who has completed XXXX to XXXX, XXXX, and XXXX. I am requesting that the CFPB pressure USAA into being transparent and finally provide the documentation that they had promised me on several occasions that justifies their continued adverse reporting. I expect that documentation to include all relevant information including, but certainly not limited to : the date/time/payment account number of the failed transactions, date/time/transaction record of all online banking activities between the dates of XXXX, XXXX XXXX, XXXX. Additionally, I expect that USAA provide me with any and all internal documentation pertaining to all previous internal reviews of this matter. I believe that my request for this documentation is fair and reasonable considering the significant negative impact that USAA 's reporting has had upon my life and my ability to provide for my family. Additionally, I have requested on three separate occasions that the CRA 's provide me with documentation of their dispute investigation that justifies USAA 's continued reporting of adverse information. To this day, I have not been provided any such information except for USAA 's statement that they must report all information accurately. USAA is reporting is NOT accurate because I did make payments for the months in question. Because the payments did not post properly within USAA systems does not negate the fact that I made each of them in good faith.

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