Consumer complaint received 2024-08-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
In XXXX, I obtained an auto-loan for my current vehicle, a XXXX XXXX XXXX XXXX. USAA is my primary bank, my car insurance, and the bank that electronically receives my salary from ( at that time ) the XXXX XXXX XXXX. This loan was being paid automatically via XXXX from my primary bank account, immediately after it was deposited by the XXXX XXXX XXXX For over a year, this system worked, and I didn't even have to look, I knew my car payment was handled. 

During my assignment in the XXXX XXXX XXXX XXXX, I was in the process of changing apartments, when my soon-to-be landlord met with me, laughing, and asked if I was paying my car payment ; knowing that I HAVE TO PAY my bills, to maintain decent credit and a Top Secret Security Clearance. When I approached USAA, they admitted that the automatic payment had been discontinued, but were unable to explain why. By this point, USAA advised that my account, after XXXX months of no one talking to anyone, had been sent to collections, XXXX XXXX XXXX XXXX, Ohio. I called XXXX, who offered a settlement of roughly $ XXXX. I quickly agreed, but the next day when I went to wire the funds, XXXX advised that it was sold to a new agency. They provided that info which is XXXX out of XXXX XXXX, Texas. 

I spoke with an agent at XXXX, who advised that a settlement offer of $ XXXX ( roughly, see attached ) was available if I was immediately willing to settle the account. I couldn't accept it fast enough, which I did. The issue was resolved. XXXX sent me a letter entitled " XXXX '' ( see attached ), as well as USAA sending me a XXXX of debt. XXXX advised that USAA would release the lean on the title of the vehicle, as it was now mine. 

Some points of order : XXXX ) I banked with USAA, insurance with USAA, and the loan with USAA for reasons of convenience. This worked fine with the insurance bill, as well as the loan, until it was canceled for some unknown reason. 

XXXX ) No effort was made by USAA to collect the debt, or notify me that it was delinquent, until after I contacted them, when my landlord advised of the situation. 

XXXX ) USAA admitted, on more than XXXX occasion, that they had no explanation for the reason of my auto-payment cancelation. 

XXXX ) Both collection agencies advised that upon payment, the account would be listed as " Paid in Full, '' and not " XXXX XXXX. '' XXXX, the final agency, adhered to this in the XXXX letter. USAA did not honor this. 

XXXX ) These documents are dated XXXX, XXXX months after I obtained the new apartment. 

XXXX ) I have made numerous requests to USAA to remove the lien on my XXXX. They have said that I need to upload the documents that I've sent to you. Upon calling to verify that the documents were received via their " secure '' website, no one knew what I was talking about. 

XXXX ) At no time from the last payment, until my landlords realization of this situation did USAA attempt to contact me. 

XXXX ) At no time since my last effort to resolve this issue did USAA attempt to contact me. 

XXXX ) I have since secured a brand new mortgage from a lender with whom I have not done any business. That mortgage is in good standing and is current. 

XXXX ) I am attempting to secure funds to repair my car ( yes, the minivan ) and to repair my house in preparation for the rest of hurricane season in Florida. Holding this XXXX is a ) delaying the inevitable resolution, and XXXX ) putting my family at risk with an unsafe roof during a busy and dangerous hurricane season. 

XXXX ) USAA also double billed me for home owner 's insurance, labeled as " Renter 's Insurance '' for the period that I owned my home in XXXXXX/XX/XXXX XX/XX/XXXX to present ). I sent the terms of my bank required policy, by XXXX, to USAA, who provided the additional insurance on artwork and my interior belongings. XXXX has since advised that I have always had that coverage, and that the insurance on the artwork was not valid, since the artwork was not inventoried, photographed and appraised by an art dealer / XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief