Consumer complaint received 2021-02-12 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC

Complaint narrative:
XX/XX/XXXX XXXX XXXX EST XXXX XXXX from USAA ( XXXX ext. XXXX ) returned a call originating from a voicemail she left to my wifes personal number yesterday XX/XX/XXXX. The purpose of this call was to discuss the claim that I have submitted to the Consumer Financial Protection Bureau. The conversation with my wife was as follows : XXXX reminded me, XXXX XXXX, that the call would be recorded. 
XXXX asked for my husband, XXXX XXXX, at which I told her that he is unavailable since he is currently at work. She then stated that she could briefly explain certain things but not specific things until an authorization from my husband was made. I, XXXX, agreed. The conversation continued beginning with the history of why the complaint was made, briefly, keeping in mind of XXXX ground rule of not being able to discuss much matter until XXXX gives confirmation or is present. 
It was explained that we have had a terrible time with receiving help from USAA and that we are extremely discouraged from ever dealing with USAA again. The conversation then highlighted that we have tried multiple times to pay this credit card, XXXX noted that the account was closed which she is correct since it was closed early XXXX ; conversation moving forward discussed why XXXX feels that USAA will not accept payments because multiple attempts have been made to pay this account and multiple times USAA has stated they will not/ can not take payment from the XXXX account for issues such as authorization. XXXX then attempted to state that if there were not enough funds in the account and XXXX promptly corrected this error in statements that there have always been enough funds in the account and that USAA has been the bank that has had the issue with authorizing the payment. XXXX also reassured XXXX that XXXX has been questioned long before USAA took fault through the consumer. 
The conversation moved forward that XXXX and XXXX ( authorized user of the account ) has tried multiple times to receive help from USAA and that all that was received were harsh tones from the departments that the consumer was transferred to. XXXX assured that the person ( s ) /management of the said department is already handling the issues from customer care. 
XXXX explained that both consumers would love to pay the USAA balance and be done with the bank completely ; XXXX acknowledged this and apologized for feeling that way and then loosely stated that they ( USAA ) have done everything on their end and that the claim that was sent to CFPB was false since the statement that USAA will not accept funds from our attempts was made. XXXX corrected XXXX and stated the consumer felt that USAA is refusing funds because several attempts have been made to pay this closed account USAA decided to close in early XXXX. XXXX then discussed that the issue escalated even further when the consumers active banking account from XXXX was compromised earlier in the year and that both XXXX and XXXX offered to provide proof in this as well to USAA to help with this issue. 
XXXX reminded XXXX that USAA will respond to the claim that was submitted and that they just can not take the derogatory remarks off of XXXX credit after XXXX stated that the balance is obviously our responsibility and all we would appreciate are derogatory remarks taken from XXXX credit. XXXX reminded XXXX that USAA CAN take the remarks off and that the card is pending a payoff no later than XX/XX/XXXX. XXXX tried to reiterate herself that they just could not do that and XXXX reminded XXXX that this was USAAs choice not to take the remarks off of the consumers credit history. The conversation with XXXX escalated that both have a background in brokerage ( XXXX and XXXX ) and both are clearly aware of how this issue is mitigated/handled when solutions are not given. 
XXXX reminded XXXX that she would make a comment or statement based on the phone call with XXXX, not XXXX, to place USAAs response to CFPB. This struck me as odd considering XXXX has stated that XXXX XXXX would need authorization for XXXX XXXX ( wife and authorized user of the card ) to move forward with any type of conversation of this depth and/or mitigation of this matter. This only shows the negligence of USAA and the competency of the company. 
XXXX made a note to XXXX that since USAA and XXXX has decided not to take the route of least resistance ( taking the derogatory remarks on XXXX XXXX credit off ) this conversation would nee d to be escalated with CFPB. XXXX wished XXXX a XXXX XXXX and to stay safe during this pandemic. 
Conversation was ended. 
The purpose of this reiteration of the phone call between USAA and XXXX ( wife of XXXX XXXX ) is for evidence of this claim. USAA does not care to do the right thing and allow the consumer to do the right thing as well. As of now, XXXX from USAA has stated that my claim was fraudulently placed even though she provided proof during the phone call that we have attempted to pay and ask for USAAs help throughout this time.

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