UNITED SERVICES AUTOMOBILE ASSOCIATION – CFPB Complaint 2018-04-19

Date Received: 2018-04-19

Product: Auto debt

Issue: Took or threatened to take negative or legal action

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: On XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX called and informed us that they would Repossess the XXXX XXXX XXXX which was totaled onXX/XX/XXXX by USAA per their Total Loss Letter.

Informed that they would report the matter to the Credit Agencies which would be a negative statement on the credit report for 7 years. They informed me I would owe the remaining balance after they auction the Vehicle.

I consider think the way USAA Insurance handled this matter from the start on XX/XX/XXXX until XX/XX/XXXX has not been in the best interest of the Customer. USAA Insurance is telling me they had no responsibility to follow their Total Loss Letter because the Repair Shop XXXX XXXX XXXX XXXX would not release the Totaled XXXX XXXX XXXX even after the Customer informed the Shop that the Vehicle was totaled on XX/XX/XXXX in Person at the Shop. I never signed the Repair Order until XX/XX/XXXX and the USAA Insurance Adjuster sent a check to the Shop for $ XXXX on XX/XX/XXXX which I did not approve or agree with. I asked for the Vehicle to be moved and inspected by another Repair Shop but USAA Insurance did not grant my request. Instead USAA Insurance and the Repair Shop kept fixing the Vehicle and after the Customer received two Total Loss Letters from USAA dated XX/XX/XXXXand XX/XX/XXXX.

I was informed by the Bank Officer XXXX XXXX on XX/XX/XXXX that the Vehicle loan would be payoff due to the total loss which did not happen. USAA asked me to send in and sign the POA for the Title. The Title was signed and sent to USAA so why was the Loan not paid off and now sending us letters for collection and Repro Man knocking on our Door early Saturday morning XX/XX/XXXX looking for the XXXX XXXX XXXX which was still at the Repair Shop.

I’ve communicated with both XXXX XXXX and XXXX XXXX XXXX XXXX from the start of this matter and requested they coordinate with each other several times to solve this matter and fulfill their responsibility regarding the Total Loss Letters.

XXXX XXXX Paid XXXX on a Vehicle estimated value {$23000.00} way over the 80 % threshold required by Florida State Law. The Vehicle is 100 % totaled in my view and is backed up by the Inspection Reports and 4 additional supplements!

USAA denied me the Car Replacement feature which provides for an additional payment when there’s a Total Loss. Also denied me the GAP coverage I purchased for the Loan on the Vehicle.

Company: UNITED SERVICES AUTOMOBILE ASSOCIATION

State/Zip: FL 325XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2881063

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