Consumer complaint received 2025-10-13 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Getting a line of credit — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
Issue Summary : On XX/XX/XXXX, I applied for a personal loan through USAAs government shutdown assistance program. The program was advertised as support for customers affected by the shutdown. However, my application triggered a hard credit inquiry, was denied, and negatively impacted my credit report. 

This contradicts the advertised intent of assistance and has caused financial harm. I attempted to resolve the issue through USAAs customer service channels, but all efforts were ignored. 

Desired Resolution : I am requesting : A formal apology from USAA A review of their loan application process Removal or correction of the negative credit impact A written response within 14 days If unresolved, I intend to escalate this matter further.

CC : Dear Bank Executive, I am writing to formally lodge a complaint regarding your recently advertised government shutdown loan program, which was promoted as a form of assistance for customers affected by the shutdown.

Your marketing materials conveyed a spirit of generosity and support. However, when I applied for the loan on XX/XX/XXXX, I was subjected to a hard credit inquiry, which ultimately led to a rejection and a negative impact on my credit report. This outcome stands in stark contrast to the notion of assistance that your offer claimed to provide.

I find this experience misleading and detrimental, especially given the vulnerable circumstances many customers are facing during the shutdown. Despite multiple attempts to resolve this matter through your customer service channels, I have received no response.

I am requesting a formal apology and a review of your loan application process to ensure that future applicants are not misled or penalized for seeking help.

Thank you for your attention to this matter. I look forward to your response. 

XXXX XXXX Reference : XX/XX/XXXX UPDATE : USAA Delivers {$150.00} XXXX in Loans Within 48 Hours to Serve Members Impacted by Government Shutdown FOR THE MOST UP-TO-DATE DATA ON USAA SHUTDOWN ACTIVITY, VISIT USAA STORIES : LINK Association serves 45,000 members with no-interest loan and payment relief options as military payday approaches XXXX XXXX XX/XX/XXXX ( XXXX XXXX  ) In response to the ongoing government shutdown, USAA has provided {$150.00} XXXX in no-interest loans to approximately 45,000 members in just over 48 hours, helping to support military service members, their families, and federal employees ahead of potential gaps in pay. As part of its program, eligible members employed by impacted federal agencies, including active-duty military, can apply for a no-interest loan equal to one net paycheck, up to {$6000.00}. The loan, open to members who have received an eligible direct deposit into a USAA checking or savings account within 30 days prior to the beginning of the shutdown, features flexible repayment terms within 90 days, giving members room to manage finances during this period. Efforts like this are why we exist as an Association, to be there for our members when they need us most, said XXXX XXXX, President, USAA Federal Savings Bank. Delivering this level of support in under two days demonstrates our commitment to providing our members with peace of mind during this difficult time. Our team is currently processing loan applications at a very high rate per hour and we continue to stand ready to support our members. This is the value of membership. Additionally, USAA has processed tens of thousands of additional payment relief offers for banking and insurance products, from loan, credit card and insurance payment extensions to fee waivers. USAA also encourages service members to seek additional support through military aid societies. Since XXXX, USAA has contributed more than {$40.00} XXXX to these organizations to assist service members and their families in times of need. These funds help provide emergency financial aid, career and educational support, and other resources through organizations such as : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX United States XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX can apply for a no-interest loan from USAA through the USAA app, usaa.com , or by phone, and approved funds are typically available within two business days, though most initial disbursements have been delivered in less than 24 hours. More information about USAAs financial assistance programs related to the government shutdown is available at usaa.com/relief. About USAA Founded in XXXX by a group of military officers, USAA is among the leading providers of insurance, banking and retirement solutions and serves 14 million members of the U.S. military, veterans who have honorably served and their families. Headquartered in XXXX XXXX, USAA has offices in eight U.S. cities and three overseas locations and employs more than 38,000 people worldwide. Each year, the company contributes to national and local nonprofits in support of military families and communities where employees live and work. For more information about USAA, follow us on XXXX, XXXX or XXXX ( @ USAA ), or visit usaa.com. USAA Federal Savings Bank Sign cropped USAA Federal Savings Bank Sign cropped Download USAA logo Privacy Site Map Site Terms Operating Companies

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