July 2020 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2020, the CFPB received 1592 complaints against USAA. USAA ranked Number 27 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: July 31, 2020


State: DC

Product: Debt collection
Sub-Product: Auto debt

Issue: Written notification about debt
Sub-Issue: Didn’t receive enough information to verify debt

Full Complaint:
This incident involves three companies : XXXX XXXX XXXX XXXX XXXX ( ” XXXX ” ), United Services Automobile Association ( ” USAA ” ), and XXXX XXXX XXXX XXXX ( ” XXXX ” ).

On XX/XX/XXXX, I was in an accident where a USAA insured driver, Ms. XXXX XXXX, was at fault. USAA claim number is XXXX. USAA paid for my car to be fixed and I was given a car by XXXX to use while my vehicle was in the shop. After returning the rental car when my vehicle was fixed, USAA was billed for the amount of {0.00} for the 16 days the rental car was in use. USAA decided to only pay {0.00} for what they estimated should be the price for a rental car. XXXX only billed USAA and I never received nor heard anything again after dropping the rental car off from USAA nor XXXX.

In XX/XX/XXXX, I noticed that a derogatory account showed up on my credit report. The derogatory account was for a collection agency, XXXX. After investigating with XXXX on what this was for, I found out that this was for the XXXX leasing for the accident that USAA was supposed to cover. XXXX sent me the paper work they had on file. That was the first time I saw the bill to USAA for {0.00}. A person at XXXX noted on the bill that they only received {0.00} from USAA. There was renter information on the bill for myself but all of my contact information was wrong, but it was billed to USAA ‘s address for for USAA to pay. USAA should have taken care of this since it was their insured driver at fault.

I contacted USAA to inform them that their bill was showing up on my credit report and asked why they didn’t pay this bill and how to resolve the issue. They argued that they didn’t owe the full amount because it exceeded the estimated 10 days to fix my vehicle. I told them that it was out of my control on how long it took to fix my vehicle and the rental car bill included weekends as well. They realized that they had made a mistake and thought the bill was for 16 business days instead of the actual 11. They agreed to pay XXXX an additional {0.00}.

I contacted XXXX to make sure that they received the additional payment. They did receive the {0.00} from USAA, but an outstanding amount of {0.00} remained on the bill because of derogatory fees. I contacted USAA again to explain that there was still a balance on the bill. They refused to pay it because they don’t pay derogatory fees. I thought this was ridiculous because these are derogatory fees for their bill they ignored. This is a bill to USAA that was never billed to me and is now showing on my credit report.

I contacted XXXX and asked if they would drop the derogatory fees since my renter information was wrong on the bill, I was never contacted by USAA nor XXXX, and I was not at fault for not receiving a bill that wasn’t actually billed to me. They agreed to wave those fees but an amount of {.00} remained. By this time, I could not deal anymore with this matter considering the amount of time I had spent trying to fix this. I payed the remaining {.00} even though this was billed to USAA and they should be the one ‘s to pay this amount. I never thought I would be in an accident where I was not at fault and have to fight so much with the other driver ‘s insurance agency. If USAA is doing this to me, they are doing this to many people.

If I was billed for a rental car, I would have paid it. USAA was billed for this rental car. They should have paid their bill!

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.