Consumer complaint received 2021-04-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I originally applied for a loan modification in XXXX of XXXX, and after 5 months of repeated and I believe intentional delays, which included repeated requests for documentation which had already been submitted. It wasn't until I filed my original complaint with the CFPB that a representative reached out to give a detailed explanation of what was needed. All of which had previously been submitted to my XXXX XXXX. I was declined for a loan modification, and approved for a 12 month repayment plan. At the time my loan XXXX XXXX XXXX informed me that I was declined due to having enough income to meet the repayment plan parameters. ( {$11000.00} per month for 12 months ) At this time XXXX suggested that we do another modification application, and state in the application that I did not have the ability to make a payment higher than my current payment of {$6800.00} which would increase the likelihood of getting approved for a modification. 

After once again submitting all of the required documentation ( actually the exact same documents as were submitted during the initial modification application ) on XX/XX/XXXX ( approximately a month and a half later ) I was then denied a standard modification, a affordable modification, as well as a forbearance plan. This denial according to the documents received was due to the excessive obligations in relation to income. ( I dont make enough money ) The only options presented to me at this time was a Short Sale of the home, or a Deed in Lieu to the mortgage company. Neither of which are acceptable. Also at this time my ability to make payments to my account were disabled. 


This is where I believe XXXX XXXX  has not acted in good faith. As in XXXX I was declined for modification based on too much income and the ability to pay the arrears in a 12 month repayment plan, but in XXXX it was deemed I did not have enough income to even make my normal monthly payment. Which by the way I had started making in XXXX and have made every payment since with the exception of XX/XX/XXXX ( due to my ability to make an online payment being shut off ) It is my belief that USAA and XXXX XXXX never intended to approve a loan modification from day one. It is also evident to me that the repeated requests for documentation ( I sent my P & L 20 times ) during the initial application were in fact a tactic to delay the process until the end of the forbearance so at which time USAA and XXXX could in fact foreclose on my property with the intent to sell at the current market value for a profit. 

It is my intention that once this appeal is denied, as I expect it to be to enter into a lawsuit agains both USAA and XXXX mortgage for conspiracy to defraud. it is also my intention to bring this matter to the attention of the Department of Veterans Affairs, The CFPB, and the local and national media. 

I am so frustrated and disappointed in what has transpired during this entire process that USAA has left me with few options. For an organization such as USAA that claims to serve and represent veterans, for them to intentionally attempt to take a veterans home, especially during a global pandemic and financial crisis is morally inconceivable to me. 

Enclosed is a timeline of the process that I have been thru since applying for the initial loan modification. This includes the repeated requests for the same documents, such as the Profit and Loss statement ( 20 times )

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation