Consumer complaint received 2023-05-25
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Approval Code XXXX USAA Member Number XXXX Borrower Name ( XXXX ) XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX XXXX FUNDING REQUEST Approval Code XXXX USAA Member Number XXXX XXXX Name ( XXXX ) XXXX XXXX Form Number XXXX XXXX Dealer : Fax these documents to XXXX to receive funding We usually send the funds within XXXX business days of receiving all of the following documents. 
o This Dealer Funding Request form ( send as page XXXX ). 
o XXXX signed purchase agreement including any adjustments for trades and/or down payments. 
o XXXX application ( for each titled collateral ) listing at least XXXX of the above borrowers as a registered owner AND showing USAA Federal Savings Bank as XXXX holder according to the lien information below. 
The dealership agrees to submit all necessary titling paperwork to the appropriate State agency within 10 days of the purchase date. 

USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, PA XXXX In certain states, the lien filing for titled collaterals must include a XXXX code from the table below. 
State XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Dealership Information Dealership Name : ( Include XXXX name if applicable ) Contact Name : Phone : Fax : Funding Information Funding information for a XXXX to XXXX vehicle Purchase Date : ABOVE IS MY NAME AND LOAN NUMBER AND AMOUNT i DECIDED TO BARROW To : whom it may concern I was a USAA sole account holder and vet for the past 14 years. Around XXXX XXXX I had a dispute with with usaa in the amount of XXXX $ Usaa closed my account and chargedoff my checking account without notify me that the account was closed and any money left in the account was their property. I lost my entire car payment which I had sent with the intention of paying my car note by transferring the money to the loan dept. in the amount of XXXX. I called Usaa in late XXXX to transfer the money to my car loan only to be informed your account was closed and we have no further records. Banks keep records I know this.. 
Now Usaa took the XXXX I had sent them then also charged me a late fee and charged me XXXX to be paid by XX/XX/XXXX and also will be sending another XXXX bill on XX/XX/XXXX. Usaa is upset and making it impossible for me to pay my car note. Are doing everything in their power to not allow me to pay my car loan mounting my debt to ensure a repossession of my vehicle. I have the funds and have called in to pay. Every time I call the phone number I get a promt says your verified Thanks '' XXXX '' with my name, then when I get a live representative he/she says they have additional security questions. Such as.. Where did you used to live. A, B, C, D or none of those. when I explain I have been verified they say well I dont see Anything on my end so unless you can answer these additional questions we can not allow you to speak with anyone about anything. Until you answer all our questions Correctly Note : These Are Not security questions I personally set up for an online profile. Usaa tells me they do not store this information and its public record. I have been asked my whereabouts during a time I did not even bank with them.. Also asking if Im related to persons possibly Associated with me or my account. When I cant answer to their satisfaction I am told to go check my records and they are ending the call. When I ask to speak to a supervisor or escalation department they say NO. Im ending your call Good Bye Call back later. I have called XXXX times since XX/XX/XXXX XXXX going to list this for your records DATE XXXX XXXX XXXX 1 time XXXX XXXX XXXX 3 times XXXX XXXX XXXX XXXX times XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  5 times TOTAL 16 TIMES IN 1 WEEK and Usaa also is forcing me to have suitable answers Including places and persons and vehicle 's I may or may not have owned that do not have any association with my current car loan from USAA or my current address. Also there are no local branches in the state of GA which I reside so I am not able to walk into a branch and attempt to pay my loan or speak with an authority. Again I have the funds and have asked on all XXXX calls in one week to let me pay my bill they refuse to transfer me and hang up ; in hopes by XXXX XXXX I get 3 payments behind so they can repo my vehicle. And be done all business with me. Furthermore I have been completely locked out of online banking and until I answer their additional questions so now, they refuse to let me pay my bill. Usaa gave me a loan and is refusing to let me pay my bill that way they can repo the car and I lose all funds invested this is clearly an unethical practice to generate profits for the bank at my expense. Im sure their response will be... We Take the Security of our customers very seriously so if a customer cant verify himself we reserve the right not to release any information.. Again I have been banking with USAA for the past 14 years Im very aware of the security measures IN Fact during the dispute period back in XX/XX/XXXX I updated all my pinn information got a new card and added a new verbal password. for my own protection. This is entirely about unethical loan practices. Please Consumer finance contact someone about this ASAP or I can guarantee I will have my car repoed due to USAA not allowing me to pay my bills on time. Which I have also been managing despite a career ending car accident in XX/XX/XXXX. I had informed Usaa about my physical state was well as my economic hard ship which they mentioned they have no notes or not aware of on my profile. Even when I called every month for the past 13 months to make them aware that I will be sending them a late payment. usually around the XXXX thru the XXXX of the following month. I follow up with a phone call for the past 13 months and explicitly ask them to take notes for the next representative to see leaving a paper trail to note on my account of my hardship due to my accident and the date which they should receive their XXXX usd for my car payment.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation