Consumer complaint received 2025-11-21 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:
Company : USAA Federal Savings Bank Additional Company : XXXX XXXX XXXX ( Repossession Vendor ) My vehicle was repossessed on XX/XX/XXXX from my private driveway in Georgia without any prior notice, warning, or opportunity to cure. USAA Federal Savings Bank did not send any communication indicating that repossession was being considered. 
At the time of repossession, my children were playing in the yard. The repossession agent ( s ) entered my driveway without notice, and after the vehicle disappeared, my children became frightened and called XXXX. This created an unnecessary and distressing safety situation. 
Once I learned what happened, I immediately contacted USAA at XXXXXXXX XXXX  I acknowledged the missed payments and paid the past-due amount plus a required fee. I was told it would take XXXX hour for the release to be sent to the repossession vendor, XXXX XXXX XXXX. 
I began contacting XXXX XXXX XXXX the same evening : XXXX XXXX : First call told no release had been received. 
XXXXXXXX XXXX  : Second call told the release had been received and that I could schedule my redemption appointment online. 
XXXX XXXX XXXX I received a text confirming that my appointment request had been submitted. 
The next morning, my appointment was declined without explanation. I attempted a second appointment, which was also declined. At XXXXXXXX XXXX  I called XXXX XXXX XXXX and was finally told that I needed to pay an invoice before an appointment could be confirmed. This requirement was never disclosed the night before, and the representative claimed there was no record of my XXXXXXXX XXXX call, even though that call is the only reason I scheduled an appointment. 
I later noticed that the invoice emailed to me on the morning of XX/XX/XXXX was actually dated XX/XX/XXXX, contradicting the representatives statement that the invoice only became available that morning. This inconsistency suggests either a failure to process or disclose the invoice in a timely manner, or a misrepresentation to justify the appointment declines and resulting delays. 
Because the first representative failed to log the call or trigger the invoice, I lost my original appointment and was forced into a later one, resulting in at least one unnecessary extra day of storage fees. 
XXXX XXXX XXXX website contains no information about required invoices or next steps, and declined appointment notifications provide no explanation. Their representatives admitted this is common and that people usually call after appointments are declined a few times. 
I believe USAA failed to provide the legally required notice before repossession, and that XXXX XXXX XXXX engaged in unfair, deceptive, or abusive acts or practices by withholding required information, failing to log communications, misrepresenting invoice availability, and causing unnecessary delays and fees. I am requesting reimbursement for avoidable storage charges and a review of both companies practices. 
I am prepared to provide call logs, text messages, screenshots, the invoice showing the XX/XX/XXXX date, and all supporting documentation upon request.

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