Consumer complaint received 2025-06-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account information incorrect
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
Complaint Description ( CFPB Portal Submission ) I am filing a formal complaint against USAA Federal Savings Bank due to a serious credit reporting error and internal processing mistake that has caused financial hardship and credit damage. I am a XXXX veteran who served XXXX combat tours in XXXX, and I am asking for urgent assistance. 

On XX/XX/year>, I accepted a XXXX XXXX interest balance transfer offer from USAA and transferred {$3500.00} from my XXXX XXXX credit card to my new USAA credit card, which has a {$4000.00} limit. However, USAA processed the transaction incorrectly, posting the transfer twice and mislabeling it as a cash advance. This caused my credit utilization to show as XXXX percent over the limit and resulted in a XXXX drop in my credit score. 

I became aware of this issue on XX/XX/year>, after receiving an alert from my credit monitoring service. I immediately contacted USAA. A representative confirmed that this was a mistake on their part, acknowledged that I did not request a cash advance, and assured me they would both correct the issue and notify all three credit bureaus. 

Despite this, as of today, XX/XX/year>, I spoke with USAA XXXX XXXX, ID # XXXX, who stated that they do not correct such errors. This contradicts what I was previously told. USAA has provided inconsistent, misleading information and has failed to take any corrective action. 

This error and lack of accountability has prevented me from purchasing a vehicle that I urgently need for work and to meet essential obligations. My current vehicle is in the shop, and I now lack reliable transportation. I am experiencing financial hardship due to this delay, and I believe USAAs actions may violate the following : Fair Credit Reporting Act ( FCRA ), 15 USC 1681s-2 : Furnishers must ensure accurate reporting and promptly correct any errors upon dispute. 

Truth in Lending Act ( TILA ) : Misclassifying a balance transfer as a cash advance misrepresents the nature of the transaction. 

Dodd-Frank Act, 12 USC 5531 and 5536 : Prohibits unfair, deceptive, or abusive acts and practices ( UDAAP ). 

As a veteran and long-time customer, I expected better from USAA. I am requesting that CFPB intervene and require USAA to : Immediately correct the reporting with all three credit bureaus. 

Provide written confirmation that the error has been resolved. 

Reverse all negative credit impacts and restore my credit score. 

Provide a written apology for the miscommunication and financial disruption. 

Please investigate this matter as soon as possible. Supporting documentation and call logs are available upon request. Thank you for your time and support in resolving this urgent matter. 

Sincerely, XXXX XXXX XXXX XXXX Veteran, XXXX 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 monetary relief