Consumer complaint received 2017-12-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
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 is my sixth complaint regarding errors and payments not being reported to the credit bureaus with my XXXX XXXX loan. I was sent a response from the fifth complaint stating from USAA now doe not have to show any payments nor money being exchanged towards my XXXX XXXX loan during the entire forbearance period to the credit reporting agencies. In which, I did contact XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX whom I am working with now on a new home after going under contract with a buyer at the beginning of this month. XXXX XXXX XXXX  underwriter stated that the payments shown on the report by XXXX XXXX  do not reflect the same as on my credit report and need to be corrected. As stated by XXXX XXXX XXXX, their paper trail of payments being made, even regular payments are not being reported nor shown on my credit report. I was told by all three banks that the only time payments do not have to be submitted to the credit bureaus by any bank is if my home was in a hurricane disaster zone. In which, my home was not in a hurricane disaster zone. I have until the end of this month for XXXX and USAA to work together to get my payments corrected and posted to the credit bureaus. I am as well requesting my FICO score be reinstated. I was told by both companies that the only ones that can reinstate my FICO score are the credit bureaus. I was told by all three credit bureaus that only XXXX or USAA can fix the errors and payments not being reported, as well my FICO score. As shown on attachments, clearly you can see where there are not regular mortgage payments being shown, only that my acct is in forbearance. I was told by all three banks, once they started reporting payments as they did for XXXX, XXXX, which ironically has now been deleted by XXXX, all continued regular mortgage payments should also reflect as they do on my payment report by XXXX. All I am now receiving is blame by XXXX towards the credit bureaus for not reporting payments. I also had a phone conference last week with XXXX at XXXX and XXXX a consumer advocate for USAA. XXXX did understand the errors, did state to me he would look into having them corrected on the credit reporting side of XXXX/USAA. I was also told a follow up conference call would be scheduled for this Wednesday, XXXX XXXX, XXXX at XXXX. That day and time came and went, I never received the conference call. I even emailed XXXX the consumer advocate for USAA yesterday evening, twice, and she never returned one phone call. I will not continue to rearrange my work schedule around time promised only to not receive a phone call nor at least a legitimate reason via email. It is extremely unprofessional by USAA consumers advocate, XXXX at their XXXX office. I looked yesterday as attached to now find that XXXX covered up the XXXX XXXX payment that they had previously posted. XXXX XXXX XXXX underwriter does not understand why XXXX is not reporting my payments. They also stated, yes, they can report it in forbearance, but once they started reporting a payment, as they did for XXXX XXXX in the full amount of XXXX. They needed to report the remaining payments. I was told by XXXX XXXX XXXX that it appeared to them that it is an abuse of power issue over the consumer by both XXXX and USAA. I will continue the complaints, now filed as well with the XXXX Attorney Generals office, until my credit reporting has been corrected. I do not understand nor does any other bank, why it is taking several complaints to get this resolved. To them, it is a quick fix and not in the least bit unfeasible to ask of my mortgage loan holder. I only have until the end of this month to have my credit reporting showing payments that are missing resolved. The current buyers of my home were generous enough to give me 30 days to fix this issue. I am running out of time and XXXXUSAA know this very fact. I am also asking the credit bureaus to carefully look into my history of credit reporting by XXXX. You will see, as I have addressed to XXXX and XXXX with XXXX and USAA that XXXX XXXX payment with XXXX was submitted. Now ... ironically the great cover up begins as it disappeared off my report as shown via attachments. I will not stop until this gets resolved. I will seek higher avenues until this gets resolved. Sincerely, XXXX XXXX

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