Cay Maenza sent a message to Stuart Parker that said:
I do not usually contact the CEO of a company but I have been a member of USAA for almost 40 years. I have always been extremely pleased with the service until this experience. I was trying to donate a car that no longer works. I did not know that my husband had a car loan with USAA. He had passed a few years before. I tried to have USAA release the title to me but they refused due to a balance on the loan. I cannot afford to pay the balance for a car that no longer works. Since the loan is in my husband's name can it be forgiven?