Credit card -- Problem with a company's investigation into an existing problem -- Complaint #15594174
Complaint Overview
Complaint ID: 15594174
Company: United Services Automobile Association
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem
Sub-Issue: Their investigation did not fix an error on your report
State: Alabama
ZIP Code: 35801
Date Received: 2025-08-28T12:00:00-05:00
Date Sent to Company: 2025-08-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer 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" only change '' she saw in my file record was the second missed payment, thus she assumed that was why hardship option was revoked.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.
Frequently Asked Questions
What is Complaint #15594174 about?
Complaint #15594174 was filed against United Services Automobile Association regarding Credit card specifically about Problem with a company's investigation into an existing problem. It was received by the CFPB on 2025-08-28T12:00:00-05:00.
How did United Services Automobile Association respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against United Services Automobile Association?
Yes, visit the United Services Automobile Association company profile at readthecomplaint.com/company/united-services-automobile-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.