Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2018, the CFPB received 1126 complaints against USAA. USAA ranked Number 32 among all financial companies for the most complaints.
Date of Complaint: June 28, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
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
Full Complaint:
I have multiple references and am writing this letter in order to provide the facts and an explanation disputing USAAs accusation that my credit report accurately indicates payment being 30 days late. The dispute is that USAA elected to report the payment of my Credit Card account as over 30 days late due to my negligence. It was neither my negligence nor was my payment late in regards to settling the account.
I received my bill for XX/XX/XXXX and set up an electronic payment to be received by USAA on XXXX XX/XX/XXXX. My bank, XXXX XXXX, guaranteed and confirmed that USAA received the check for the total amount due ( {.00} ) on XXXX XX/XX/XXXX. ( attachment available ) The payment was due by XXXX XX/XX/XXXX.
I received a second bill/statement after XXXX XX/XX/XXXX that stated my bill had not been paid. This bill was dated due XXXX XX/XX/XXXX. Upon receiving this bill I contacted USAA to discover that they claimed to not have received my previous payment. I contacted XXXX XXXX and they confirmed the check had been sent but had not been cashed. I called USAA back and we set up another payment of {0.00} ( paid in full ) to be received by XXXX XX/XX/XXXX. ( attachment available ) I received a notification, dated XXXX XXXX, ( Attachment available ) from XXXX XXXX stating that my first check to USAA had been received by them and returned due to Incorrect Account Number. The information on the check included my Full Name, Address, and the last four numbers of my credit card as I have Put on ALL my payments since XXXX and the same information they used in referencing my account. ( attachment available ) I called USAA to discover that my second payment had not been received and I am now required to put the first four and the last four numbers in the account section. On XXXX XX/XX/XXXX phone call I then set up a THIRD payment of {0.00} ( paid in full ) and included the same information as the first two, except I included the first four numbers on the Check as well as the last four numbers. This payment was agreed on by USAA to be received by XXXX XX/XX/XXXX and was guaranteed by XXXX XXXX.
I began getting daily harassing phone calls from USAA not long after this arrangement stating I was late on my payment. On XX/XX/XXXX, as the phone calls continued to interrupt my sleep and work I called and closed the account. ( attachment available ) I made multiple phone calls attempting to comprehend what went wrong this time. Around that same time I was informed that my credit report had been reported delinquent over 30 days. On XXXX XX/XX/XXXX, I finally was able to speak with a Manager in Debt Collection who informed me that I needed to put my FULL CREDIT CARD NUMBER on the check!? This was in COMPLETE CONTRADICTION to my previous phone call to USAA. ( Please reference USAAs recorded phone calls XXXX XX/XX/XXXX ) He also wanted me to pay {0.00} ( Paid in full ) today by giving him a routing number to my XXXX checking account in order to prevent further action by USAA regarding the credit report. I complied with his demand ( attachment available ) and then queried him in regards to my third check that should have been received by XXXX XX/XX/XXXX. He claimed they had not received it as of XXXX XX/XX/XXXX.
Later that same day, XXXX XX/XX/XXXX, my third check ( with just the first and last four numbers ) was cashed by USAA and back dated as being received XXXX XX/XX/XXXX. ( attachments available ) Their ability to locate this check, without the proper account number, then cash it to a closed account within hours of a conversation with a manager that claimed they didnt receive the check was astonishing. I then showed a debit balance of {0.00} on a closed account. I contacted USAA, once again, on XXXX XX/XX/XXXX to ask that they remove the delinquency notice to my credit report and to refund my balance of {0.00}. They sent me to a link to dispute and said to fill it out.
In conclusion, there are multiple examples above of making every attempt to pay on time and in full my debt to USAA and their credit card. If they changed their policy regarding what needed to be on the check regarding account number, I reacted as soon as I was informed. But its obvious that there is a procedural problem in regards to how incoming payments are to be sent and how they are processed when received. All Im asking for is to keep my account closed and to remove the 30 day late delinquency sent to the Credit Bureaus due to their communication and procedural errors.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.