Consumer complaint received 2025-11-19 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/2025, at approximately XXXX XXXX, I spoke with a representative named XXXX on a recorded line at USAA. 
During this call, I explained that I did not mean to sign up for the loan as I was looking at it ok my phone a few hours earlier and it wasnt until I received an email containing executed loan documents that I knew I why had happened. I let her know I can not afford the interest and wanted to cancel immediately. She said she would reach out to funding to try to stop the disbursement check. I was surprised that they were already this far in the process only a few hours after the initial mistake took place without any of the additional information the email containing the executed documents stated they would need. At that time I was explicitly advised that : If I still receive a disbursement check after our call, not to cash it, call into USAA immediately to request a stop payment to then cancel out the loan fully. 

And if I called in right away to request a stop payment and cancellation, There would be no penalty and no interest, and the loan could be canceled outright. 

Based on this information, I followed the instructions exactly as provided and called when the check arrived on XX/XX/2025 around XXXX. 

However, on subsequent calls I was told something completely different that I would be required to cash the check, then pay off the loan along with any accrued interest in order to cancel the loan. This directly contradicts what I was told on the recorded call, and it placed me in a position where I could not make an informed decision. 

I repeatedly requested to speak with a supervisor during my calls but was denied each time. At XXXX point I was informed by an agent that she was my last option for resolution and transfer and if I wanted someone else to speak with that Id have to hang up and call back because she would not be transferring me. This agent acknowledged that I was misinformed on the call and that she could see the notes confirming my account of the initial call with XXXX. She refused to provide her full name other employee ID XXXX and a supervisor of XXXX. I did just that, I hung up and called back. At that time I reached a gentleman who actually did try to help me but advised he couldnt guarantee anything. He submitted a request to the back office explaining the accidental loan and what was initially promised to me for cancellation. He advised that it will take XXXX business days to get an answer but to keep an eye out for an email with their decision. In the meantime time the check is not cashed and Im accruing {$12.00} in interest daily waiting. This has devastated me. Given the seriousness of the situation and the inconsistent information I received, these denials were inappropriate and prevented timely resolution.

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