Consumer complaint received 2017-08-05
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Debt collection
Sub-product: Auto debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint:
XXXX XXXX XXXX USAA and Board of Directors USAA USAA FEDERAL SAVINGS BANK XXXX XXXX XXXX XXXX XXXX TX XXXX ACCOUNT NUMBER Dear USAA BOARD OF DIRECTORS, On XX/XX/XXXX, I obtained an automobile loan from USAA Federal Savings Bank. I am in the final payments of my loan. Sadly, I have been a victim of illegal tactics utilized by USAA Federal Savings Bank. On XX/XX/XXXX I requested an unemployment hardship and was denied using USAA UNEMPLOYMENT insurance. After two months pending after the beginning of my 90 days late. I was COHERCED TO PURCHASE INSURANCE by USAA TO PROTECT JOB LOSS. When I filed the claim for unemployment, I was denied three times which pushed me into default payment status. I was not offered any remedies nor options to avoid default. My only option was bankruptcy. I filled Bankruptcy! After careful consideration, I dismissed my case and PAID my 2 auto loan which were SEVEN months behind. One car is PAID OFF AND THE 2ND IN FINAL PHASE PAYOFF.ALL PAYMENTS MADE DURING THIS TIME WERE ACCEPTED IN VARIOUS AMOUNTS AFTER THE XXXX OF THE MONTH. After speaking with my bankruptcy attorney, Given the ACCEPTANCE OF VARYING AMOUNTs AND DIFFERENT due DATEs, WE ASSUME THAT MY LOAN WAS UNDER A NEW CONTRACT TERM. As a loan servicer, XXXX XXXX -based USAA collects money CONSUMERS owe on their auto loans car payments, late fees, NSF charges, and the like. USAA misrepresented how much I owed, assessed higher fees than allowed by the contract or state law, changed key payment provisions, and flat-out overcharged and retaliated against me. USAA illegally revealed the existence of my debts to my friends, family, and even business associates. One particularly gutsy and illegal technique : directing people to place notes on doors asking friends and family to call them. Also, USAA called people over and over again, sometimes using UKNOWN numbers disguise themselves as my previous business associates, or we have worked together in the past. But USAA didnt stop there. USAA subjected third parties to repeated harassing calls, even after theyd been told not to call or put all communication in writing. Another favorite trick : overriding Caller ID so people couldnt say the call was coming from USAA DEBT RECOVERY or sending FAKE emails posing as a client. Even when I took steps to continue to pay, USAA often falsely stated that I did not PAY or communicate because of the previous my cease letter. AFTER I notified an attorney in my family of the following harassment and USAA behavior they provided and them providing unreasonable repayment plan offered today XX/XX/XXXX, to pay entire LOAN in seven days without written consent or they will repossession of the car. USAA violated procedures in place regarding the accuracy and integrity of my account information ; they gave credit bureaus inaccurate information. I have disputed the accuracy of that info, USAA DID NOT FULFILL mailing LOAN XX/XX/XXXX-XX/XX/XXXXDETAIL STATEMENT REQUEST per my email request ON XX/XX/XXXX XX/XX/XXXX anD XX/XX/XXXX. After careful consideration, I dismissed my case and PAID my two auto loans which were SEVEN months behind. USAA DEBT RECOVERY has retaliated against me for filing bankruptcy, allowing USAA debt recovery to harass and bully. USAA HAS CHANGED payment contractual terms as well as the company misrepresented how much I owed, assessed higher fees than allowed Tennessee state law, changed key payment provisions, and flat-out overcharged me. USAAS has allegedly increased my balances through a combination of human error and to inflict emotional harm on me. Per Debt recovery " I have been in repossession since XXXX bankruptcy dismissal. '' and embarrassed by USAA XXXX XXXX XXXX for utilizing USAA unemployment assistance and or economic hardship. I am disappointed that USAA stated {$2200.00} was an insufficient payment for the month of XX/XX/XXXX, with a balance of {$6100.00} for the payoff of the vehicle. I will not let a company utilize FTC violations in auto loan servicing, debt collection, credit reporting. On Monday, XX/XX/XXXX, XXXX started processing a loan application over the phone for {$6100.00}. My current balance is {$3900.00} for an entire loan amount. Unfortunately, I did not request or call for a new loan. However, I wanted to see what options USAA would offer me. XXXX was accommodating and took my credit application, and the loan could not be processed due to a security freeze. XXXX allowed three days for me to call back and give her a PIN. XXXX stated that if the application was denied, I could apply for the economic hardship or payment arrangements. On Wednesday I called back to provide a PIN and was immediately transferred without completing my application for providing a PIN to debt recovery which violated an open credit application submission. My call was not returned in 24 hours per my request on Wednesday by a manger. Instead, my file was FLAGGED AS A PROBLEM, and the manager created a false issue due to my previous complaints. MY brother was unemployed after he XXXX from the military, USAA XXXX XXXX XXXX offered him options to avoid negative credit reporting or repossession along with a fair credit application to refinance his car. My consumer rights have been violated by USAA as I have been denied access to user accounts and credit applications or additional options for repayment. I will continue to make my monthly payments as I been doing so in the previous months. MY BROTHER WAS NOT OFFERED THE INSURANCE. Under new contractual terms and they accepted my payments my bankruptcy attorney and I accepted the new terms. Unfortunately, your product unemployment insurance was fraudulent. To resolve the problem, I would appreciate federal state and local complaint filed, and any unnecessary fees applied reimbursed back to my account. USAA REFUSES TO PROVIDE A DETAIL BILLING STATEMENT ( beginning XX/XX/XXXX -XX/XX/XXXX) TO VERIFY FEES ON ACCOUNT. USAA ACCEPTED ALL PAYMENTS INCLUDING THOSE OUTSIDE OF THE DUE DATE AND VARYING AMOUNTS WHICH WAS OUTSIDE OF THE XXXX OF THE MONTH.

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