Consumer complaint received 2023-05-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with signing the paperwork

Complaint:
XX/XX/XXXX - We submitted an auto loan application to refinance our newly purchased vehicle ( XXXX, XX/XX/XXXX ), and we were approved. 

XX/XX/XXXX - I received a call from USAA asking to get one document notarized and mailed in using a prepaid XXXX Overnight label. This was the last phone call or any communication I received from USAA pertaining to this loan. I had the document notarized and I mailed it in, and as far as I was concerned, all documents have been submitted and the loan was being processed/finalized. 

XX/XX/XXXX - I received an email via XXXX that my documents were received at USAA. 

XX/XX/XXXX - I received an email stating that I have a derogatory account from XXXX on my credit report. I called USAA to find out where my auto loan account is because the payment is due tomorrow ( XX/XX/XXXX ). XXXX, the first person I spoke to said that the loan application had expired. I asked to speak to someone so I can escalate this issue. I was then transferred to XXXX. XXXX then explained that we would have to resubmit our loan application, and that she would do her best to ensure that we retain the same interest rate as that from the original application. We did, and then were told we dont qualify! At this point is when I began to have a XXXX XXXX XXXX. XXXX put us on hold to speak to the underwriting team. When she returned, she said *PROTECTED* has a credit fraud alert on her social security number/credit report, and she would have to call *PROTECTED* on her phone to verify her. She put us on hold for 12-15 minutes, while *PROTECTED* waited for her to call her phone. The call never came though. She returned to the line and stated that she would have to pin our application because she can no longer make any more outgoing calls, and advised us to call back. *PROTECTED* called back and the same thing happened, the representative, " XXXX, XXXX said she could not get through on *PROTECTED's* phone and advised us to call XXXX. We called XXXX and could not get through to a live person to verify the phone number on the account. During this time, I had a mental health breakdown, as this was very stressful and frustrating. I suffer from XXXX and XXXX, and this situation escalated my issues and I almost had a XXXX XXXX, as my XXXX XXXX skyrocketed, and I couldn't breathe normal enough to even talk to the representative on the phone. My vision blurred, my XXXX rate spiked, I was shaking uncontrollably, and my skin felt clammy. XXXX did not help the situation, and made it worse by her lack of empathy, understanding, and lack of accountability. 

After the call, we had to call XXXX XXXX and pay {$1200.00} to get our account paid in full and back in fair standing. We also advised XXXX about what USAA had done, and we were asked to supply proof of the application, which we did. We still have a derogatory mark on our credit reports. 

We now have " bad credit, '' because USAA failed to follow through with the loan application. When USAA was asked what happened, they said there were documents still needing to be filled out. How were we supposed to know if there was no communication? No email, phone call, or even a letter in the mail. We were, however, receiving phone calls from XXXX XXXX, almost daily, that we ignored, because we figured they were " out of the loop '' with the application that was submitted to USAA and that they would receive a letter explaining that our auto loan was now with USAA.

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