Consumer complaint received 2025-01-14 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/XXXX, I filed a claim ( XXXX ) with USAA for my XXXX vehicle. The following timeline details my experience and associated legal violations : XX/XX/XXXX : - Parts were ordered for my XXXX XXXX with no XXXX due to manufacturer backorder - Shop documented and communicated parts delay to USAA - USAA failed to adopt reasonable standards for investigation ( Violation of XXXX  XXXX XXXX XXXX ) XX/XX/XXXX : - USAA stopped rental car payment without proper notification- This occurred despite having a " No Max Policy '' that covers rental until repairs are complete - No advance notice provided about payment stoppage - These actions violated XXXX  XXXX XXXX XXXX ( Unfair Settlement Practices ) and XXXX ( Misrepresentation of Insurance Policy ) XX/XX/XXXX ( Documented in Recorded Call ) : - USAA adjuster confirmed " you don't have a limit to your rental '' but imposed arbitrary XXXX limitation - Violates XXXX  XXXX XXXX XXXX ( Misrepresentation of Policy Terms ) - XXXX  confirmed {$65.00} daily rental rate and approximately {$710.00} in charges from XXXX XXXX - USAA stated extension would XXXX " XXXX days '' for processing despite urgency - Violates Texas XXXX XXXX XXXX ( Prompt XXXX of Claims ) - Company refused to use authorized business contact number - Failed to provide reasonable accommodations for documented veteran anxiety condition - Violates Americans with Disabilities Act ( ADA ) XXXX XXXX and XXXX  XXXX XXXX XXXX ( Unfair Discrimination ) Specific Statute Violations : XXXX. XXXX  XXXX XXXX XXXX - Unfair Settlement Practices- Failed to attempt good faith settlement - Did not acknowledge communications promptly - Failed to conduct reasonable investigation XXXX. XXXX  XXXX XXXX XXXX - Misrepresentation of Policy Terms- Misrepresented the " No Max Policy '' terms - Failed to disclose material limitations- Provided misleading information about benefits XXXX. XXXX  XXXX XXXX XXXX - Prompt Payment of Claims - Failed to adopt reasonable standards for claims handling - Did not affirm or deny coverage within reasonable time - Delayed investigation without justification XXXX. XXXX  XXXX XXXX XXXX - Misrepresentation of Insurance Policy - Made untrue statements about policy provisions- Failed to state material facts - Made misleading statements about benefits 5. Americans with Disabilities Act ( ADA ) Title III - Failed to provide reasonable accommodations- Did not modify policies appropriately - Denied equal access to services XXXX. XXXX  XXXX XXXX XXXX - Unfair Claims Settlement Practices- Failed to respond to communications promptly - Did not provide reasonable explanations - Made no attempt at fair settlement XXXX. XXXX  XXXX XXXX XXXX - Unfair Discrimination - Did not provide equal services to person with XXXX - Failed to make reasonable accommodations - Imposed different terms without justification

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