Consumer complaint received 2024-08-21 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: CO

Complaint narrative:
I paid off my auto loan with USAA in 2022, but didn't receive a copy of the amended titleXXXX XXXX XXXXXXXX states that USAA completed the form incorrectly, and that I must now pay to get it amended before I can get a copy of the title. I need a copy of the title as I have recently relocated to XXXX, where I need to register my vehicle. 

I filed complaint XXXX and USAA confirmed that they did this, but refuse to acknowledge that it was an error. In the response to that complaint USAA acknowledged that they did in fact fill out the paperwork in such a way that I am now listed as both owner and lienholder. 

" When XXXX releases the title, it would have you listed as the registered owner and lien holder. '' This is clearly an error, and 2 representatives at XXXX  XXXX confirmed as such. When the lease ends they were supposed to leave the lienholder section blank, as there is no longer a lien on the vehicle. Unfortunately USAA did not do that, and now I must file XXXX XXXX form, along with an XXXX XXXX form, which has a filing fee of {$27.00} This has now been confirmed by XXXX XXXX to be a mistake on USAA 's end, and they have stated that they consider this to be the normal way to complete a title request. As a result, I need to get this corrected at my own cost in order to get a copy of the title. 


Additionally USAA have made several statements that flat out don't make sense. In the previous complaint they stated that they mailed me my digital title and that it was returned to them. This obviously is not possible, and the XXXX have stated that I'm not able to get a copy of the title until their error is corrected. 

* '' On XX/XX/year>, a letter confirming the payoff of the loan was sent to you as well as the electronic title '' This is not true, I was not sent the electronic title, although I did get the letter. 

* '' The mail was returned as undeliverable on XX/XX/year> '' Also not true, I received the confirmation, and you clearly can't send an electronic title via the mail. XXXX  XXXX have stated multiple times that the title can not be sent because it was transferred incorrectly by USAA where they set me as the lienholder, something they have confirmed in the response to my previous complaint. 

" When XXXX releases the title, it would have you listed as the registered owner and lien holder. '' This is true, but XXXX XXXXXXXX states that the fact that they did it this way is the problem that I now need to pay to be fixed. I should not be listed as the lienholder, and I now need to pay to have myself removed as the lienholder. 

I spoke to XXXX XXXX from the CEO 's office and he stated that its impossible for this to happen and that it must be XXXX  XXXX 's error. There are currently XXXX similar complains in the CFPB registry, many of which USAA has acknowledged that they did indeed make an error with the title paperwork. 

In my previous complaint USAA to denied all responsibility and detailed irrelevant details such as how much the loan was for, how I signed the loan, how the dealer funding request was completed. XXXX I appreciate the fact that this was researched in great detail, I'm not discussing any of that at all. I'd very much appreciate if the response could be kept on the topic of the title change, and how it was mishandled by USAA, which they have acknowledged in my prior complaint by stating I should have been the lienholder, which i should not have and now have to pay to correct.

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 explanation