Hello to all, I want to start off by saying that I am a 13 year member with USAA and a 10 year Marine Corps Disabled Veteran, who just recently got divorced and who's now raising my two beautiful boys alone. With that being said I went from two household income's to one , and that's my disability money from the Veteran Affairs. Out of the 13 years of being a USAA member I have a 4.8 customer rating out of 5 stars which means I have consistently payed my bills on time and have had smooth transactions with USAA up until early November this year (2011).
I contacted USAA hoping that they could refinance my vehicle that was being leased through Volkswagen, and as always USAA was able to do so, they just needed to confirm the payoff through Volkswagen and obtain some personal information from me. After the payoff was given to the USAA representative by the Volkswagen representative, I was contacted and asked if I wanted to proceed with the refinance procedure I said yes and I asked if the taxes was included, the USAA representative puts me on hold again and contact Volkswagen to confirm, and they click back over and stated that taxes were included with the payoff. The USAA rep and I finalized everything over the phone and two weeks later I receive the title.
Once I got the title in my hand I went to the tax office to place USAA's name as the lien holder and to my surprise I was told I needed to come up with 2,000 dollars because the taxes were not paid. I then called USAA and explained to them what took place at the tax office and how I could not afford to give the tax office, 2,000 dollars when they made the mistake in telling me that the taxes was included in the payoff. I have spoken to around 4 USAA representatives about this situation and supposedly my situation has gone as far as the Vice President.
Unfortunately one of the representatives states that the Vice president hands are tied so USAA is telling me that I am suppose to pay for this 2,000 mistake out of my own pocket, or find a way to add 2,000 of debt to my credit line to take care of these taxes. It's not going to happen when for the past 13 years I have payed USAA consistently, not only for auto loans but for auto insurance, and homeowners insurance, and two add insult to injury they have been increasing my homeowners insurance by an avergae price of almost 250.00 a year just because. This is really sad and to say that USAA's sole purpose was to look out for military, I guess that's the past!!!