Consumer complaint received 2021-05-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I have/had a number of financial accounts with USAA, to include a car loan, personal loan, and ( NJ ) auto insurance. I paid off my car loan with USAA on XX/XX/XXXX. I never received my Kansas title post my loan payoff, which I assumed was related to the global pandemic. 

On XX/XX/XXXX, I filed a claim with USAA, after an at-fault car accident. The car was later determined to be a total loss, and I was due a payment {$4100.00}. However, this payment could not be issued, according to USAA, without the car title, which I had never received. I had never received this title, as this point, because USAA erred and never submitted the lien release, once I paid my car loan off XX/XX/XXXX, to Kansas DMV. Thus, Kansas never issued me the paper title, and USAA did nothing to help or rectify this situation until I discovered the error myself, after much time wasted and a considerable amount of personal anguish, I was finally able to get the lien release to Kansas DMV, then I waited over two weeks to get the title back from Kansas, and nearly another week to get the paperwork sent to the USAA title company, and finally issued a paper check from USAA to deposit in my bank account. Again, this settlement was over {$4000.00} and because of USAA 's repeated and compounded errors, I did not receive it till over two months during a time of great personal turmoil. 

Because of the car accident, and loss of my vehicle, I did not drive or require insurance from USAA, as of XX/XX/XXXX. Despite repeated efforts to cancel the policy, USAA has continued to automatically draft monthly insurance payments, from my seriously depleted checking account funds ( see above re late settlement check due to USAA error ) for a policy that USAA knows, or should know, is no longer needed and not being utilized. USAA not only did not refund any portion of my XXXX auto insurance payment, they have continued to deduct unauthorized payments from my checking account : {$280.00} on XX/XX/XXXX, {$120.00} on XX/XX/XXXX, and {$120.00} on XX/XX/XXXX, all XXXX. Despite repeated calls and requests to USAA to cancel the policy, and refund the unauthorized electronic drafts, USAA has refused to do so. 

During this same time period, in XXXX thus far, USAA has placed me in collections for a returned payment of {$380.00} -- my last payment -- on a personal loan. This payment was returned because my life was thrown into turmoil suddenly on XX/XX/XXXX when I first tested XXXX for XXXX at the XXXX XXXX, NJ Veteran Affairs XXXX. At this point, I was suddenly homeless because I was not allowed to return to my shared rental place, where I was working from home and had my entire life 's possessions, because I was ill with a highly contagious potentially XXXX XXXX To this day, I have not been able to return to my former place of living, and all of my possessions had to be moved by family member 's into a storage unit in NJ, while I remained in the hospital. Because I was unable to work from home -- because I was homeless -- and my work computers were remained ensconced into the former place of living, I lost my job and have not worked since. Because of all of this sudden and almost total upheaval of life, I flew to my hometown of XXXX XXXX, Kansas, and have attempted to slowly try to piece my life together -- now suddenly without a home, a car, or a job.

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