Consumer complaint received 2022-10-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem related to refinancing

Complaint:
RE : unprofessional and discriminatory rep XXXX displaying retaliatory behavior when servicing a car loan for a Veteran. 
Loan # XXXX To whom it may concern : I want to complain about a terrible experience I had with one of your call center representatives XXXX from loan servicing department on XX/XX/2022 at XXXX. He got defensive, talking back to me and I dont know if he processed my car loan the right way because I feel he was going to retaliate when I told him I would file a complaint about him. 

On XX/XX/2022 at XXXX XXXX  I called USAA at the number listed XXXX to inquire about my car loan and to refinance it. A girl answered the phone and I started asking her questions regarding my car loan but she seemed confused and would put me on hold for long periods of time without saying anything. I was on the phone with her for 32 minutes and nothing got done. She ultimately gave up on me and ended up hanging up the call. I did not like this type of service since I had already had been holding on for a long time and for her to hang up the phone was uncalled for. I never got a call back from her so I decided to call back. 

On XX/XX/2022 at XXXX XXXX I called same number XXXX and XXXX answered the call. At the beginning he seemed a nice person but later during the call things turned for the worst and XXXX got ugly, disrespectful, defensive, and portrayed discriminatory behavior toward Veterans. I hope you are able to pull this call and listen to it because you will be able to hear his sketchy behavior. Initially I told XXXX that I was not happy with the previous rep hanging up the phone on me and that I was busy and had things to do instead of wasting my time calling back regarding my car loan. He snapped back right away and he said we are busy too. I did not like his tone of voice. So, I proceeded to tell him that my car loan needed refinancing and to process the application. During the call he got defensive when I told him that if reps did not do a good job, then we would find another bank to service our needs. I told him just imagine if you dont have customers then you would be out of a job XXXX XXXX He said I will always have a job I am not worried. I am an electrical engineer he said. I was thinking what is he doing there working as an operator then if he can get a job anywhere as an engineer. At one point I told him dont argue with me and just finish the paperwork processing my car loan. I could not wait to finish this call since he was talking back all the time and did not seem that he wanted to process my car loan or perhaps mess something up in the process. I was on the phone with XXXX for 25 minutes but it seemed an eternity. I did not trust him anymore. At one point I asked for his credential and he refused to provide anything else but just his name. I also asked for an address to where to file a formal complaint. I told him that I was not happy with this call and that he needed better customer service skills. Then he got ugly and he told me that actually I was the problem because on my file he could see that every time I had called USAA there was a compliant about me!! He said that on record the days I had called on file there were negative reviews about me and that I was the issue. I started thinking that XXXX was going to retaliate and not process my loan. I have called few times USAA and only when there is an issue or there is something I need or something does not look right on rates. For XXXX to make XXXX blatant revelations from the files on his computer was alarming and offensive. I started thinking that us Veterans are at fault for calling USAA and that we are being blacklisted on their files. One issue that was overlooked by XXXX was that we Veterans may have some issues and we are XXXX and with limited abilities. But that does not give USAA a reason to be discriminatory toward Veterans or be disrespectful. I am a 100 % XXXX former XXXX and dont like being disrespected by USAA or their reps. Now I know USAA is profiling Veterans and making us feel at fault due to our XXXX. That is discrimination!! We are being blackmailed and negative comments are put on file at USAA so reps know how to act and what to say to Veterans. I told XXXX towards the end if I could speak to a supervisor and he refused. I requested a call back from a supervisor and he said someone will call you back today before XXXX but nobody did that day or anyway after that conversation. 

At this time, I am asking USAA to review my car loan and to make sure everything was done correctly and that nothing was done with prejudice from loan officer XXXX. Last time I checked on XX/XX/2022 the loan had not been updated. I did not trust XXXX and dont trust USAA anymore for any service needs. I have had issues with USAA in the past. just a couple of months ago USAA would not let me update my account or access my account in any way because I did not have the right phone number. Old phone number that was no longer in service and I could not even provide a new one! 


Thank you in advance for your consideration.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation