Consumer complaint received 2026-07-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I am filing this formal complaint against USAA Federal Savings Bank for a material lender-side breach of contract, unfair and deceptive acts and practices ( UDAAP ), and inaccurate credit reporting under the FCRA. On or about XX/XX/year>, I contacted USAA to request a formal loan extension due to losing my job. A USAA agent walked me through the process through the USAA XXXX, and USAA granted this request, explicitly extending my payment deadline to XXXX XXXX established a formal payment arrangement with USAA for my auto loan, with a final payment deadline of XX/XX/year>. I acted entirely in good faith by proactively and repeatedly making attempts to fulfill my end of the agreement. I called USAA on XX/XX/year>, and again on XX/XX/year>, to process payments. Furthermore, verified funds were held in my account, explicitly scheduled to be released from a standard hold on XX/XX/year>, to satisfy the XX/XX/XXXX deadline. On XX/XX/year>, USAAs automated processing system unilaterally canceled my pending payment and blocked the transactionand XXXX subsequent transactions without cause, explanation, or notification. By blocking my ability to perform under our agreement, USAA breached the implied covenant of good faith and fair dealing. On XX/XX/year>, USAA utilized an automated " XXXX XXXX '' mechanism to manufacture an artificial default on my account, wrongfully penalizing me and tanking my credit score by over XXXX points for a default that USAA manufactured, and by placing the vehicle in repossession status. A recovery agent showed up to my home and wanted my vehicle until I showed him the USAA XXXX dashboard on my phone there was valid payment extension granted by USAA. Despite this automated charge-off blocking standard payment routes, I have continously attempted to cure this balance. I made subsequent attempts through my USAA account dashboard on XX/XX/XXXX for the past due payment of {$2900.00} and again on XX/XX/XXXX for the past due payment of {$3700.00}. Both payments were submitted successfully and I expected them to go through. USAA canceled those payments as well without notification or explanation. USAA has consistently given me the run-around for over XXXX months and refused to accept valid payments. USAA has failed to resolve this after weeks of communication. Under Georgia law ( O.C.G.A. XXXX and O.C.G.A. XXXX ), executing a repossession based on a lender-manufactured default constitutes Wrongful Repossession. Furthermore, reporting a " XXXX '' when the lender blocked the consumer 's payment is a severe violation of the Fair Credit Reporting Act ( FCRA ). It is incredibly frustrating to be trapped in a financial loop caused by automated system errors, especially when I have actively tried to fulfill my obligations. Since USAA still owns the loan, this gives me a XXXX XXXX to dispute the charge-off and force a manual correction. When asked, USAA told me today XX/XX/XXXX, USAA has not sold the debt and it is still in-house which means legally, I am still able to negotiate reinstatement, arrearages, and becoming current. I have been told by no less than XXXX people that the charge off was permanent which I learned was false. That is when I demanded escalation and I filed a formal complaint with the CEO Member Department. The XXXX # XXXX. The New Violation : State that USAA has now officially accelerated the loan and is demanding the full balance upfront. This acceleration is a direct consequence of USAA 's own systemic failure. They are forcing me to pay off a XXXX loan balance immediately solely because their system improperly blocked XXXX consecutive standard monthly payments when I attempted to remain current.

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