Consumer complaint received 2016-05-15
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
There are many on going issues with USAA SAVINGS in general. And so many unresolved even before the car loan issue from XXXX XXXX. What is the point in having car insurance and making payments if at the end of the day the things your covered for do n't get taken care of and the company can do whatever they want include going back and forth and telling you one thing and then something else the next. After the car accident, it was accessed that my co-policy holder XXXX XXXX would need XXXX XXXX replaced, there was a considerate amount of work loss, loss of property, and then the car itself. We were told by a mechanic that the car did not need be totaled the frame was not bent. Yet USAA totaled it and we were suppose to get help with another car from their AUTO CIRCLE PROGRAM. Well with all the mounting issues we had prior with USAA not coming through or doing misguided things bringing us a plague of dire issues we knew we could not take a chance and go hospital after wards even though there were some issues, Usaa likes to say yes, then surprise and pull out the rug and your stuck with all the things USAA suppose pay. From XXXX XXXX to XXXX XXXX tried to contact over all things suppose to be paid out, USAA does not return calls, we end up having to get a car 9 months later ourselves costing us an extra {$5000.00} more than we would of had to spend. And nothing on veneers causing health issues for XXXX XXXX. And nothing on rest of stuff owed even though we got a letter from CALI INSURANCE with letter from USAA stapled back saying all things USAA did owe. We got back to USAA and USAA one person said yes we owe you for car and XXXX and then a CEO said we dont owe you NOTHING. Then Usaa said oh hey WE WON {$2000.00} in arbitration for you against other insurance company go get the money, so we called, and XXXX said, I PAID USAA {$2000.00} a year ago. Then XXXX XXXX contacted USAA And they said oh we waiting to hear from XXXX XXXX XXXX, and we were like WHAT, WE HAVE PROOF the CEO SAID WE OWE YOU NOTHING AND THAT USAA REFUSED TO HELP US, so this was a slap in the face. And then DEPARTMENT OF BUSINESS AND INDUSTRY contacted USAA and USAA said WE TOLD THEM what to do to taken care of. Well if that were true I would not be writing this and would not had to contact other agencies for help. The wear and tear on XXXX XXXX mouth and gums from missing veneers not mention the appearance being in entertainment and such been hard on us both as well as the time consumed and lost over things that clearly USAA owes. Usaa reroutes calls, are rude, yell all the time so we are hyper nervous. They say they take care of something or look into it and months go by and no word. They drag their feet and go well over the allowed time an insurance company has to get back to you. They are smug arrogant and uncaring. They make you feel small even when your in the right. And they do what they can to avoid paying out what they are suppose to. In this case they made money on the car they totaled even though they paid balance of car off, they got that back from auctioning the totaled car. Then they won {$2000.00} at arbitration and they 15 years I was with them at about {$20000.00} paid in or more, so yes, and the deductible which was {$500.00} and we got {$100.00} back, so add it up {$20000.00} and {$2000.00} and {$500.00}. So yes they made XXXX off my money. money that was to insure me I be protected, but I was not and I lost a lot of time and the stress. Now XXXX XXXX looking to me for the money, and I am looking right back at USAA.

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