Palmer Utley
Occasional Contributor

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. 

Agreed.  I'm really surprised by this.  You would think I was asking for a new loan.  I guess to them I am.

Dear Palmer,

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 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.

Unfair banking practice
I have never wrote a bad check and I don't believe it takes that long to verify a money order. So I am not happy with this hold on my account.