Vehicle loan or lease -- Managing the loan or lease -- Complaint #4751123
Complaint Overview
Complaint ID: 4751123
Company: United Services Automobile Association
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
State: Illinois
ZIP Code: 62269
Date Received: 2021-09-24T12:00:00-05:00
Date Sent to Company: 2021-09-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
On XX/XX/2021, I submitted an auto payment to USAA one day before the scheduled due date where I have an automatic payment plan. I received a pop-up that read " You are currently on an Automatic Payment Plan. By continuing, your next draft will be reduced by the amount of this payment. '' On XX/XX/2021, USAA took another {$900.00} from my account, which immediately placed me in a situation where I wouldn't have enough in checking to cover my weekly obligations. I called USAA on XX/XX/2021 to resolve this issue only to be passed around to different offices. I finally reached the loan department where the operator informed me that USAA starts processing these debits up to 4 days in advance so payments made within that window will be treated as an extra principal payment. I find this highly deceiving as the pop-up that I received did not mention this. Had they, I wouldn't have made this payment. If the USAA web administrator would simply add this note to the already existing warning, I'm sure that it would serve their customer base well and not put them in situations where they couldn't pay their bills. USAA further tells me that there is no way to return the money despite my checking account being USAA with the payment still in " pending '' status. When I told the loan department that I wasnt satisfied with the resolution, I informed her that I would like to dispute the charge. She told me that she would have to transfer me back to the banking department. After transfer, I waited on hold for over 40 minutes before finally hanging up. I later reviewed the Consumer Loan Note Disclosure and Security Agreement and Authorization Agreement for Preauthorized Loan Payments signed on XX/XX/2021 and there is nothing that warns the consumer that payments made within the 4-day window of automatic payment will be ignored. I have been a USAA customer for almost 20 years and have many vested interests through them, I thought that they would be willing to help a lifetime customer.
Frequently Asked Questions
What is Complaint #4751123 about?
Complaint #4751123 was filed against United Services Automobile Association regarding Vehicle loan or lease specifically about Managing the loan or lease. It was received by the CFPB on 2021-09-24T12:00:00-05:00.
How did United Services Automobile Association respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Vehicle loan or lease) and describe your issue in detail.
Can I see other complaints against United Services Automobile Association?
Yes, visit the United Services Automobile Association company profile at readthecomplaint.com/company/united-services-automobile-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.