Ok this is my first complaint about USAA. Usually they are so great, but this time I can actually say I'm beyond frustrated. So I traded in my Kia Sportage for a KIA Optima and used the car buying service. This is not my first time. I've used it and USAA for my auto loans numerous times. I got a great rate at 1.75% and everything went smoothly.
In the process I realize they have my payment set to come out on the 1st. I asked to have it come out on the 15th as I prefer it to. The representative told me, "You have to wait until after the first payment is made and then we can adjust the date." No problem. I make the first payment and notice it is really low. It's half what I expected. So I called USAA to adjust the date and figure out why my payment is so low.
They tell me that I agreed to a bi-weekly payment schedule, of which I never have done, and I'm stuck with it. Regardless if I did electronically I cannot for the life of me understand why they can't adjust the frequency of the loan. The term is not changing and the interest is simple. I was then told the only way to adjust it is to refinance the car I JUST BOUGHT WITH A HIGHER INTEREST RATE. Not only that I would have to wait for a check by mail to receive a refund for the debt protection I purchased with the loan just to purchase it again with the new loan!
COME ON USAA! I love you guys but this is ridiculous!
I think USAA is great as well, but sometimes they are unwilling to look past administrative and bureaucratic rules in order to help a customer even if the mistake is on their side. This is a disappointing experience.
I am so sorry for the mix up. I would like to get you in contact with a specialist who can further review your situation to see if we can make changes for a single monthly payment. Please email us at firstname.lastname@example.org and include your member number and the details you provided above and we will get someone in touch with you shortly. Thank you for commenting.