Consumer complaint received 2019-11-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
STATUS Feedback provided on XX/XX/2019 Your feedback Ive submitted this new complaint and had one that was closed but is not correct so Ive submitted this new one : : The companys initial response is his 100 percent untrue and all phone calls should be pulled I never asked for a request of an extension for XXXX I asked for one for XXXX and that is clearly stated in the phone call the rep accidentally processed the request early and then put his supervisor on the phone to try to reverse the mistake Usaa made. This is a lie and I want all calls pulled ; I would never waste an extension on a partial payment and furthermore in the first called made on XX/XX/2019 the representative never even read the extension agreement which he is required to do And I found this information out after having to call multiple times that there shouldve been something read to me explaining the extension what month it was for and when my maturity date would be that was never done the first phone call the representative place the extension without my request I never ever ever asked for it for XXXX it was for XXXX and the phone calls will prove this and so will all of the notes I am still completely disputing this and want this re-opened immediately I never asked for an extension in XXXX the representative did that on his own I did not ask for that and the phone calls was prove that and show that and also show that the supervisor tried to fix his mistake but they could not fix it I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT No ADDITIONAL COMMENTS The companys response is his 100 percent untrue and all phone calls should be pulled I never asked for a request of an extension for XXXX I asked for one for XXXX and that is clearly stated in the phone call the rep accidentally processed the request early and then put his supervisor on the phone to try to reverse the mistake Usaa made. This is a lie and I want all calls pulled ; I would never waste an extension on a partial payment and furthermore in the first called made on XX/XX/2019 the representative never even read the extension agreement which he is required to do And I found this information out after having to call multiple times that there shouldve been something read to me explaining the extension what month it was for and when my maturity date would be that was never done the first phone call the representative place the extension without my request I never ever ever asked for it for XXXX it was for XXXX and the phone calls will prove this and so will all of the notes I am still completely disputing this and want this re-opened immediately I never asked for an extension in XXXX the representative did that on his own I did not ask for that and the phone calls was prove that and show that and also show that the supervisor tried to fix his mistake but they could not fix it THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS Usaa said they would pull all phone calls to show that I never asked for an extension in XXXX ; I called to inquire on how they worked and said I needed for XXXX ; the supervisor got on the phone trying to fix the representatives mistake of making an extension request incorrectly even though I never asked for one for XXXX. He could not at the time of the error but said he would reverse the Usaa reps mistake and would put it In for the requested month of XXXX! This all happened at the time of the mistake so if u pull every phone call u will hear this and Usaa can take responsibility for their error!

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