Consumer complaint received 10/30/2017 about Vehicle loan or lease (Loan) with UNITED SERVICES AUTOMOBILE ASSOCIATION (AK).
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint: Complaint : Failure by USAA to remit legally owed member funds and failure by USAA to fully communicate and reply to written customer questions in a timely manner. 

USAA has profited at my expense by holding on to over {$15000.00} that is legally mine and refusing to reply to my written messages requesting the status of refunds and remittance over a four-week voice and messaging period. 

Despite numerous calls, and later, numerous written messaging, USAA refuses to provide a written reply to my written inquiries when I can expect a return of over {$15000.00} that is legally mine. It is really troubling that when my family and I need USAA, they seem to have turned their back on us. 

First, beginning on XXXX XXXX XXXX, I submitted paperwork that USAA XXXX of me to receive a refund on an extended warranty. By XXXX XXXX XXXX, I still know nothing about its status despite several written requests to USAA for a status update. They refuse to answer my questions and I am still without payment to the refund I am legally owed. The lack of communication and resolution by USAA is stunningly absent. 

Secondly, due to a USAA web failure, I was unable to cancel, edit/modify XXXX payments I made toward my vehicle loan. On XXXX XXXX XXXX, the balance on my vehicle loan was {$36000.00}, and by XXXX XXXX, USAA withdrew {$52000.00} from my bank account and applied it toward this loan resulting in an overpayment in excess of {$15000.00}. 

Attempting to resolve this matter, I contacted USAA and they said it would take 7 days to remit the overcharge to me with the possibility to expedite the remittance. 

The expedited remittance did n't come so I messaged USAA XXXX XXXX XXXX at the Office of the XXXX on XXXX XXXX XXXX in an effort to learn when I could specifically expect the warranty refund and the overcharge remittance. He did not answer that but told me he would assign to me a business XXXX to review my account and that I would receive a direct follow up within XXXX business days. 

I did not receive a follow up within XXXX business days. It was n't until XXXX XXXX XXXX that I received the first voice message from my assigned account XXXX, who only left his name and phone number with no further information, not voice, not written. As of XXXX XXXX XXXX, I still have no status, no refund, no remittance, no messaging, no email by him or the Office of the XXXX on my account status or answers to my written questions and concerns. 

As of XXXX XXXX XXXX, it 's been over XXXX weeks and no word or status to my extended warranty refund despite my numerous voice and written requests to USAA. 

As of XXXX XXXX XXXX, it 's been over XXXX weeks for any overpayment remittance despite my numerous voice and written requests to USAA. 

To add injury, I was charged XXXX NSF fees by my local financial institution to cover the {$52000.00} USAA applied to my loan balance. That 's a lot of money to pay out and has caused my family and me serious stress in trying to balance our budget ; and, only got worse by the stunning lack of communication, timeline, and lack of help by USAA. 

Because the amount of overcharge was a lot of money, it negatively affected my family 's immediate budget that necessitated I elevate my requests to USAA for immediate assistance. I thought they would help. Unfortunately, their lack of communication and their refusal to follow-up as promised is nothing short of stunning. 

XXXX : Please assist where you can in my attempt to resolve this matter with USAA. It 's a been an awful experience that my family and I are going through with USAA by their demonstrated lack of caring and urgency in answering written questions and resolving what should be simple matters important to any member and his/her family. Thank you.

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