Consumer complaint received 2018-08-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-product: Auto debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Reference previous CFBP complaints # XXXX and # XXXX Received letter XX/XX/XXXX from USAA dated XX/XX/XXXX stating that loan # XXXX was in default and vehicle had been sold and USAA has applied balance of proceeds to the loan which is not a valid debt. 

USAA Insurance sent Customer a letter on XX/XX/XXXX stating the XXXX XXXX XXXX loan number # XXXX was a total loss. The Customer immediately notified the Repair Shop ( in Person ), USAA Banking and coordinated with both Banking Officer and USAA Insurance Adjusters regarding this entire matter. 

The Vehicle was over 90 % totaled with repairs totaling {$24000.00} on a vehicle worth $ XXXX? This violates Florida Law and Customer advised USAA regarding the fact he's not responsible for the Vehicle due to the fact USAA totaled the Vehicle and Customer sent in keys and title to Vehicle per USAA request. 

USAA Insurance and USAA Banking have not complied with the New Car Replacement Policy which was purchased along with the Vehicle loan. USAA should have never sold this Vehicle which was over 90 % damaged and Customer never acknowledged any debt nor sale of the Vehicle. The Vehicle was still at the Repair Shop when USAA decided to repossess a Vehicle that was totaled by them XX/XX/XXXX. 

Please see letters sent to USAA regarding this entire matter and also documents which were sent previously regarding this matter which is still not resolved because Customer who is 100 % XXXX XXXX on a XXXX has been harassed continuously by this Creditor for a debt that the individual does not owe! 

The Vehicle XXXX XXXX XXXX was totaled on XX/XX/XXXX per USAA letter! Read the Car Replacement portion and why was the Vehicle not replaced per the USAA Total Loss Protection Agreement Addendum Date XX/XX/XXXX Loan State : FL Why did USAA allow the Repair Shop to keep on repairing a totaled vehicle without Customers permission and since receiving the total loss letter? USAA stated the Repair Shop would not give up the Vehicle and how does this become the Customers problem when the Vehicle was totaled onXX/XX/XXXX and Customer should have received the New Car Replacement immediately. 

Now we've received a letter from the USAA Federal Savings Bank stating they fixed and sold a totaled vehicle without the Customers permission and have applied debt to a loan which no longer exists in Customers viewpoint. USAA is stating the Customer owes {$17000.00} with retaking expenses of {$5300.00}. How come retaking expense when Vehicle should have never been retaking due to being totaled on XX/XX/XXXX. 

We have several statements from USAA Banking Office and USAA Adjuster stating that the Vehicle loan would be paid off and Customer would owe nothing. How come USAA never kept it's word regarding paid off of Vehicle and Customer receiving New Car Replacement? 

Why is USAA Banking now trying to put debt unto Consumer? USAA has been told several times and sent numerous correspondence to show that the debt is not owed due to Vehicle being totaled and also the fact USAA Employees stating on several occasions that loan would be paid and Consumer would owe zero dollars. The next step for Consumer would be to bring individual lawsuits against each individual involved in this entire matter and USAA as a whole.

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