Consumer complaint received 2026-01-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting this complaint regarding USAA XXXX XXXX for unfair and improper loan servicing practices that resulted in my auto loan being charged off despite my repeated good-faith attempts to make a payment. 

Consumer and Account XXXX XXXX XXXX : USAA XXXX XXXX Product : Auto Loan Issue Type : Loan servicing / Payment processing Harm Experienced : Improper charge-off, refusal to accept payment, inability to cure delinquency Summary of the Issue USAA XXXX XXXX refused to accept my payment on multiple occasions after I attempted to pay both online and by phone. Due solely to these refusals, my account was charged off over a weekend while payment attempts were ongoing. This prevented me from curing the delinquency and caused significant financial harm. 

Detailed Timeline Friday, XX/XX/XXXX : I attempted to make a payment online toward my auto loan account. When the payment could not be completed online, I immediately contacted USAA by phone to make the payment with a representative. I was informed that the representative could not accept my payment and that I needed to speak with the repossession department. I was advised that the repossession department had closed early and would reopen at XXXX XXXX on Saturday, XX/XX/XXXX. 

Saturday, XX/XX/XXXX : I called USAA as instructed, prepared to make my payment. I was then informed by a different representative that the repossession department is closed on weekends and would not be available until Monday, XX/XX/XXXX. This representative also refused to accept my payment. 

Monday, XX/XX/XXXX ( approximately XXXX XXXX ) : I contacted USAA again to make the payment I had been attempting to submit since XX/XX/XXXX. At that time, I was informed that my account had been charged off over the weekend and that the full loan balance was now due immediately. 

I requested to speak with a XXXX and explained that USAA representatives had refused my payment multiple times. I was transferred to the escalation team, who stated they could not assist. I was then advised that a XXXX review could take up to XXXX business days, with no estimated timeframe for follow-up. 

Why I Believe This Is Unfair Servicing I made multiple good-faith attempts to submit payment USAA representatives refused to accept payment when tendered I was provided conflicting and incorrect information about department availability USAA charged off the account while payment attempts were actively underway The adverse action ( charge-off ) was directly caused by XXXX refusal to accept payment A servicer should not refuse payment and then penalize a borrower for non-payment. The charge-off occurred despite my willingness and ability to pay and despite my plan to bring the account current by XX/XX/XXXX. 


Sincerely, XXXX XXXX

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