Consumer complaint received 2015-03-24
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
I have XXXX credit cards with USAA BANK. Both are {$4000.00} limits and are fairly new. Back at the beginning of XXXX of 2015 I applied for a car loan through USAA. The next day I spoke with them over the phone and they informed me I was approved for 84 months at 8.5 % for a new car with a limit of around {$31000.00}. For over a month or so I was unsure if I wanted to take the loan, I wanted to really make sure I could afford it. As it is such a big purchase it is good to take your time. I decided that I did n't really like any of the new cars so I had the bank close my application. However, my spouses car broke a few days later and I decided to call USAA Bank back and reapply. I was gain approved for {$35000.00} at 9.45 % for 84 months. I started going through all the paperwork online to make sure I had everything completed. I was ready to go, I even called the bank and told them I found a car and that I wanted to make sure I was ok before I went to purchase it. They said just print the blank check and take it to the dealer super easy. So I did, I went down to the dealer bought the car and even turned down the dealers offer of financing. I told them I already had a check from USAA. So a few days later I went online to make sure my loan and the new payment amount showed up on my account. It had not posted yet and I found that concerning so I called. I was told that I needed to hold on and USAA would look into it. After being on hold I was told that I needed to keep holding. I said is everything ok? I did everything I was told, the employee said how many cards do you have with us? I said XXXX and I named some other credit I have. He then left me on hold for another 10 minutes. I was so confused. I was really starting to feel nervous so when he came back I said is it ok? He said that USAA would not let the loan go through and that it had been reviewed and for some reason it had something to do with my personal information. I was floored with shock. USAA was so vague they said that had to review everything and it would take 3 to 5 days. I asked for a supervisor and everyone was treating my like a criminal. No one told me why, or anything. I said why did you give me a blank check if I was not approved? He said he did not know. I called back several times and I was told that my credit cards were closed also for review. AGAIN I have done nothing for them to freeze my accounts or drop my loans for no reason. I had just bought a car and it does n't seem fair to treat someone guilty who is n't. I have a right to know what its going on with my accounts. Was there a mistake on my application? Had there been fraud done to me? Nothing ... ... Humiliated and locked out for no reason at all. I was financed in 10 minutes at the dealer with no problems at all. I think that consumers have a right to know and I do n't think Banks should say you are approved and then after you buy a car you are not. Very Very bad business and they should be reviewed I have seen thousands of complaints and they are supposed to be a group that helps veterans. My dad is a XXXX vet and I ca n't believe this bank is for them. Please help me, I have worked so very very hard on keeping my credit and it is good and getting better and better. I am scared that they might mess with it by closing my credit cards when I have not abused them. I told the dealer and friends and family and they were all shocked that.

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