Consumer complaint received 2017-10-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In XX/XX/XXXX USAA restricted my online account access and ability to manually pay my auto loan online. At the end of XX/XX/XXXX USAA also restricted and froze my USAA checking account which the auto loan was setup to auto debit every month, cancelling the auto pay which I had signed up for and agreed to during loan origination. As of XX/XX/XXXX I have not had access to any current or previous statements in regards to my auto loan due to this restriction by USAA.Since XX/XX/XXXX I have made repeated requests verbally and in writing to dozens of USAA agents to have my auto loan statements physically mailed to me. 

Despite being told by almost every USAA agent I have spoken to that they would have them sent to me, I have yet to receive a single correct or accurate statement prior to the loan due date. I have been charged late fees, and additional interest due to their refusal to provide billing statements. I have made multiple complaints via the CFPB since XX/XX/XXXX requesting these my statements which have all gone unanswered. 

On XX/XX/XXXX I called in to setup up auto payment for my auto loan via another banking institution to prevent any form of late payment or default. However, at that time USAA refused to accept payments from any of my associated external banking accounts. The agent I spoke to informed me he was unsure what to do as the account was set to only send statements online as agreed in the loan origination. I was then forwarded to the collections department where I spoke to a gentleman named XXXX. He informed me the account was seriously past due and my account was still set to receive statements online which USAA restricts me from accessing. By this point I still have not received a loan statement or bill. Regardless I still attempted to set up auto payment which XXXX informed me he could not do since the account was past due. He informed me he would send out correspondence I 'd have to fill out, sign and mail back in order to set up an automatic payment with an external bank account. As of XX/XX/XXXX I have still yet to receive this documentation. After a few hours on the phone I was able to finally pay my auto loan via my XXXX XXXX Card ( Authorization code XXXX ). 

I was expecting to start receiving statements after this, which I did not. However, I continued receiving automated phone calls every morning from USAA stating my account was past due, despite having just paid the loan and never having received statements. 

In XX/XX/XXXX I finally received a statement which showed a balance of over {$1200.00} overdue with several late fees assessed. This billing statement neglected to show my payment from the XX/XX/XXXX or my payment of {$1200.00} from XX/XX/XXXX. Despite, having made close to {$2000.00} in payments over the last few months while never receiving statements or receipts of payments made my auto loan is still past due according to the automated calls from USAA I am still receiving. 

Consumer Protection laws requires banks to provide billing statements in time for consumers to actually make payments prior to the due date. On XX/XX/XXXX when I called in to make my auto payment I was informed by USAA, they consider sending statements to be a courtesy and not a requirement.

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