Consumer complaint received 2025-08-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL

Complaint narrative:
I am a XXXX member facing imminent inaccurate credit reporting due to company process failures preventing promised hardship assistance. Currently 87 days delinquent with XXXX missed payments : the first ( which I do not dispute and was required for hardship eligibility ) and the second that exists solely due to company 's documented process failures. 

XXXX : XX/XX/XXXX : Contacted company about court-documented hardships including job loss due to child 's severe ADHD requiring intensive care. Representative stated " all company really wants is to get their money '' and " concerted effort '' would put me " ahead of majority of people. '' XX/XX/XXXX : Different representative instructed me to call by XX/XX/XXXX to enroll in hardship program, advising meticulous preparation with budget and documentation. 
XX/XX/XXXX : Called with clarifying questions to ensure proper hardship program preparation. 
XX/XX/XXXX : Called exactly as instructed. Hardship department closed. Told to call next day with assurance I would not be penalized and notation made on account. 
XX/XX/XXXX, XXXX, XXXX : Called each consecutive day as instructed. Each day transferred multiple times, including back to departments that already transferred me. 

Each day representatives documented attempts and instructed " call back tomorrow. '' Never reached correct department despite perfect compliance over XXXX consecutive days. Continually assured no penalties since clearly attempting contact. 

XXXX Representative XXXX : Representative admitted she " couldn't tell '' why hardship option was no longer available and " only change '' she saw in my file record was the second missed payment, thus she assumed that was why hardship option was revoked. '' This proves circular system failure : second missed payment blocking hardship access exists solely because company failed to provide promised access after qualifying first missed payment. 

XX/XX/XXXX : Representative prevented dispute resolution by initially denying I received prior instructions then acknowledging when challenged, blaming me for confusion between internal departments despite no explanation of company structure, using silence tactics ( twice remaining silent for XXXX seconds then stating " just making sure you were done talking '' ), and refusing escalation stating " nothing can be done '' and " no '' when asked about supervisors. 

XX/XX/XXXX : Called seeking clarification about hardship program inaccessibility and credit reporting plans. Representative repeatedly responded " we need to move forward '' refusing to address either question. During same call, while declining to investigate process failures, representative pressured that I needed to " do something before XXXX mark. '' This pressure resulted in withdrawal of {$650.00} from retirement funds- nearly liquidating emergency savings that can not be repeated and damages long-term financial security. When asked if payment constituted acknowledgment of ability to pay, representative declined clear answer. 

Current Status : Outstanding balance {$630.00} after retirement withdrawal. Credit reporting imminent but has not yet occurred. Company refuses investigation of documented process failures while planning to report second delinquency they know resulted from institutional errors, not consumer default.

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