Consumer complaint received 2020-05-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
XXXX XXXX  ( XX/XX/2020, XXXX XXXX ) : Welcome to the USAA Bank Chat! 
XXXX XXXX  ( XX/XX/2020, XXXX XXXX ) : Banking products offered by USAA Federal Savings Bank and USAA Savings Bank, both FDIC insured. Credit Cards offered by USAA Savings Bank. Trust services provided by USAA Federal Savings Bank. 

Consumer Lending rates that are shared with you are Annual Percentage Rates unless otherwise indicated and are subject to change. These rates include a 0.25 % discount for using automatic payments on the loan. 
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Please note : Do not refresh your chat window at any time. Refreshing the chat window during the conversation will disconnect your chat session. 
XXXX XXXX  ( XX/XX/2020, XXXX XXXX  ) : Your Question is : contd discussion re auto loan deferrela during covid XXXX XXXX  ( XX/XX/2020, XXXX XXXX  ) : Good afternoon. I hope you are doing well. How can I help you today? 
Me ( XX/XX/2020, XXXX XXXX ) : could be much better re covid. what is your name for my notes XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : My name is XXXX. I'm happy to help you Mr. XXXX. 
Me ( XX/XX/2020, XXXX XXXX ) : Ok, XXXX ... so i can call but ht ewiat was too long ... 
Me ( XX/XX/2020, XXXX XXXX ) : this is about my car loan Me ( XX/XX/2020, XXXX XXXX ) : 2 montsh ago i spoke with a rep in XXXX XXXX 's CEO office about the loan Me ( XX/XX/2020, XXXX XXXX  ) : yall due to COVID gave me a 60 day deferral on the loan which was great. at the time NO ONE knew or even NOW knows about COVid ... .It is STILL rampant and killing people and causing 1000s of Ameicans to not go back to work XXXX XXXX  ( XX/XX/2020, XXXX XXXX  ) : I know what you mean, Mr. XXXX . This pandemic is affecting everyone in one way or another. Are you still having trouble financially due to the pendemic? 
Me ( XX/XX/2020, XXXX XXXX  ) : Well, banks, airlines, cruise lines, insurance companies and LARGE companies are doing QUITE WELL with MILLIONS of taxpayer dollars of " ours '' ... .While Americans are literally DYING and losing assets and FICO scores due to the inability of this govt to TAKE CHARGE AND LEAD .... 
XXXX XXXX  ( XX/XX/2020, XXXX PM ) : It is certainly concerning and USAA has been monitoring the situation closely. I'm glad you were able to obtain a two month payment extension. I hope it was helpful during this difficult time. 
Me ( XX/XX/2020, XXXX XXXX  ) : Well it was, but we HAD not IDEA what was to come from the US govt and how we were able to get back to work. Ive had 3 friends die from COVID in TN and OR and two others currently infected with it. It is not a good time. So my inquiry or request is since the federal govt and state govt are UNSURE and totally inept in planning how to open businesses, I NEED TO GET BACK TO WORK in hospitality..ios there another chance for an extension? I need to ask to plan ahead as the government is NOT doing that for Americans ... .me Me ( XX/XX/2020, XXXX XXXX  ) : When I went to XXXX to fight for our country as a XXXX year old, the US promised certain things and failed on many.. SO here we are again with its failure Me ( XX/XX/2020, XXXX XXXX  ) : I am talijng with my US Senator and US Congressman weekly about WHERE THE HELL is my CARES ACT relief money ... they HAVE NO IDEA. 
Me ( XX/XX/2020, XXXX XXXX  ) : Also, I am dealing with three state senator and two state reps as to where the hell is my UNEMPLOUYMENT BENEFIT/CHECK ... XXXX 
Me ( XX/XX/2020, XXXX XXXX  ) : iot has been since XX/XX/2020 and NOTHING! 
Me ( XX/XX/2020, XXXX XXXX  ) : And I have documented in sending over XXXX resumes since XX/XX/2020 for jobs Me ( XX/XX/2020, XXXX XXXX  ) : Im either too expensiuve to hire or way overqualified so what .... 
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : That must be incredibly frustrating. I'm so sorry to hear about your recent loss of your friends due to the virus. My condolences to you, Mr. XXXX. Thank you for your service to our country. I hope everything with the benefit checks gets resolved soon for you. Typically, if you receive a payment extension, the account is not eligible for another extension until 12 months have passed. 
Please bear with me while I see if there is anything else we can do. 
Me ( XX/XX/2020, XXXX XXXX  ) : Okay well we got to figiure something out cause I KNOW I AM NOT THE ONLY ONE ACROSS THIS COUNTRY FACING THIS Me ( XX/XX/2020, XXXX XXXX  ) : Or just a delay in paying XX/XX/XXXX cause I am literally on {$120.00} in my checking and fighting the IRS and State for my unemployment and my restaurant owner is AFRAID to open with no action plan from the state and his attorney has advised that IF HE opens with no safeguards per CDC he is subject to lawsuits from customers who may be sick from COVId. THe governor of the state is useless and just says, OPEN NOW don't worru XXXX XXXX  ( XX/XX/2020, XXXX XXXX  ) : I am so sorry, Mr. XXXX. I reviewed the options and at this time another deferment is not available. However, you mentioned paying later and I want to let you know that although the payment is due XX/XX/XXXX, we will give you a 15 day grace period. You won't be charged a late fee if you can pay the loan before becoming 15 days late. 
Me ( XX/XX/2020, XXXX XXXX  ) : fine! so much for usaa covering veterans ... i will deal with it after the 15 days Me ( XX/XX/2020, XXXX XXXX  ) : i am going to file a report with e federal CFBP cause banks NEED to be more flexible ... or DONT ASK FOR OUR TAXPAYERS dollars to stay open XXXX XXXX  ( XX/XX/2020, XXXX XXXX  ) : I wish there was more I could do, Mr. XXXX. I understand your frustration. 
Me ( XX/XX/2020, XXXX XXXX  ) : NO ONE knows and certainly this corrupt and negligent government has NO IDEA what THF is happening. So we peon Americans are just wading thru the mud. while large companies and banks GET our $ $ $ to stay open and pay their CEOs MILLIONS ... thanks!! take ur XXXX  fake and lying commercial about supporting VEterans off the air!! 
XXXX XXXX  ( XX/XX/2020, XXXX XXXX  ) : I will share your feedback XXXXr. XXXX. 
Me ( XX/XX/2020, XXXX XXXX  ) : just for XXXX and giggles what is the payoff should I win the XXXX  lottery XXXX XXXX  ( XX/XX/2020, XXXX XXXX  ) : Today 's payoff is {$12000.00}. 
Me ( XX/XX/2020, XXXX XXXX  ) : k

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