Consumer complaint received 2020-04-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Debt collection
Sub-product: Auto debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
We received your complaint. Thank you. 

We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 

YOUR COMPLAINT I have a car loan with USAA. Representative explained that USAA pays for car payment and I pay USAA back. USAA is in unethical practice of internat funding. I was late with a few payments, NSF fees also unwarranted. VETERANS Sent to company Status Sent to company on XX/XX/XXXX We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 
Company responded Status Company responded on XX/XX/XXXX Response Type Closed with explanation Company 's Response We are responding to the concerns about the USAA Federal Savings Bank ( FSB ) you outlined in your correspondence to the Consumer Financial Protection Bureau regarding your auto loan ending in XXXX. Our records confirm that you established an auto loan for {$6600.00} on XX/XX/XXXX, and you electronically signed the Simple Interest Note, Disclosure, and Security Agreement ( XXXX ). Monthly payments in the amount of {$160.00} were due on the second of each month beginning XX/XX/XXXX. Automatic payments were not established, and payments were not made from an FSB deposit account. On XX/XX/XXXX, you made your monthly payment of which posted to your loan. The payment was returned on XX/XX/XXXX, by the issuing financial institution due to nonsufficient funds/account closed. You were assessed a {$25.00} returned item fee and a late fee of. On XX/XX/XXXX, we received a payment of. The payment was returned by the issuing financial institution on XX/XX/XXXX, due to unable to locate account. Your loan was assessed a {$25.00} returned item fee and a late fee. On XX/XX/XXXX, you were assessed an {$8.00} late fee as your XXXX payment was not received by the due date. Ms. XXXX, we completed a thorough review of your loan history and confirmed the fees you were assessed were in accordance with the NDSA. You were not assessed any nonsufficient funds fees as your bank account is not with the FSB. Your allegations of wrongdoing were unsubstantiated, and no errors were made in the handling of your loan. As such, we are unable to pay off the debt or reduce the payments as you requested. As of the date of this response, your loan is current with the next payment due on XX/XX/XXXX. Should you have any additional questions, XXXX XXXX, of our staff, remains available to assist you. We appreciate the opportunity to review this matter and respond. 
Feedback provided Status Feedback provided on XX/XX/XXXX Your feedback The companys response addressed all of my issues No ADDITIONAL COMMENTS The response- defensive and false. Automatic payments previously established, the bank was XXXX XXXX XXXX XXXX. After discussing the NSF fees with my bank and USAA, I removed my bank account information. " FSB '' membership, whether true or untrue is irrelevant and ridiculous. Shortly before I reviewed the response from this particular representative from USAA, I received my first official " consumer loan statement ''. Before this, i NEVER received a consumer loan statement. It appears as if it was supposed to be issued each month, which it has NOT. 
I understand the companys response to my complaint No ADDITIONAL COMMENTS The have a habit of being overtly defensive, which would be considered " aggressive '' communication tactics by CFPB. Even in the company 's response through this particular website ; which is supposed to resolve the issue ; they use unacceptable communication tactics. 
The company did what they said they would do with my complaint No ADDITIONAL COMMENTS CONSUMER LOAN STATEMENT

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