Consumer complaint received 2026-07-08 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
I am the borrower on a USAA home equity line of credit that reached its XXXX maturity in XX/XX/year>, with a remaining balance of approximately {$11000.00}. Before the balance matured, I proactively contacted USAA to restructure the remaining balance, and USAA agreed in writing to a restructure/modification. That written agreement is dated [ DATE OF AGREEMENT ] and is attached to this complaint. USAA then failed to implement its own agreement. The restructure it committed to in writing was never processed. USAA representatives acknowledged this failure by phone and apologized for not handling the matter sooner. These calls took place on or about [ CALL DATE ( XXXX ), APPROX. TIME ( XXXX ), REP NAME/ID IF KNOWN ]. USAA records its member service calls. I request that USAA preserve all recordings of my calls and review them ; they contain its representatives ' acknowledgment of USAA 's own delay. On XX/XX/year>, while its admitted processing failure remained unresolved, USAA furnished a " XXXX Days Past Due '' delinquency ( XXXX XXXX XXXX ) on this account to XXXX [ XXXX : and XXXX XXXX XXXX ]. My XXXX XXXX immediately dropped XXXX points. The reported delinquency is not a missed monthly payment. It is the matured balance itself the exact balance USAA had already agreed in writing to restructure, and the exact matter its representatives apologized for failing to handle. USAA reported the consequences of its own delay as my delinquency. This furnishing is inaccurate and materially misleading under the Fair Credit Reporting Act, 15 U.S.C. 1681s-2. A tradeline stating that I failed to pay can not be reconciled with USAA 's own written agreement to restructure this balance or with its representatives ' recorded acknowledgments that USAA failed to timely process that restructure. USAA 's own records contradict what USAA reported. USAA 's explanations since then have made the problem worse, not better. When I raised the issue after the XX/XX/XXXX furnishing, representatives attributed the delay to the XX/XX/XXXX holiday which is chronologically impossible, since the delinquency was furnished on XX/XX/XXXX, before the holiday occurred, and the underlying delay dates back to the agreement in [ MONTH OF AGREEMENT ], weeks before any holiday. Representatives also explained that USAA 's negotiations team " doesn't talk to '' its internal processing department. That is an admission that USAA furnished derogatory information to the credit bureaus without any procedure for checking the account 's status against its own workout records : the arm of USAA that reported me delinquent was structurally unaware of the written agreement another arm of USAA had already made on the same account. The XXXX requires furnishers to maintain reasonable procedures to ensure the accuracy of the information they report. A furnishing process that is blind by design to the bank 's own modification agreements is not a reasonable procedure, and USAA 's knowledge of its own written agreement is not erased by its internal silos. I also note the urgency : USAA furnishes monthly. If this is not corrected before the next reporting cycle on or about XX/XX/year>, USAA 's error will escalate to a reported XXXX delinquency, compounding the damage from a failure USAA has already acknowledged was its own. Requested resolution : Immediate deletion or correction of the XX/XX/year> delinquency ( XXXX XXXX XXXX ) from every consumer reporting agency to which it was furnished. Suppression of any further negative furnishing on this account including the approximately XX/XX/year> cycle while the agreed restructure is completed. Completion of the written restructure agreement on its agreed terms, in writing, with a firm effective date. Preservation of all recordings of my calls with USAA regarding this account. Written confirmation from USAA of items XXXX through XXXX..

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation