Consumer complaint received 04-11-2018 about Mortgage (VA mortgage) with UNITED SERVICES AUTOMOBILE ASSOCIATION (MS).
Issue: Struggling to pay mortgage

Complaint: I recently contacted my VA representative about my current situation ( unemployment ) and he suggested that I submit an application to USAA/XXXX  to get a forebearance that will allow me to get 12 months of forbearance to allow me time to find a job. I submitted the allocation for a loan modification based on the fact that I was unemployed. After months of them losing my paperwork and finally getting a package to submit to the department for approval of my modification, I was told that my application was denied because of lack of income. This is ridiculous because I informed the mortgage company that the reason I was applying for a forebearance was due to my unemployment. Harley was the individual that I was working with. I informed her that I had signed into my account and the amount that is shown is significantly less than the amount that she was quoting. She kept telling me the amount was the same and I should look farther down the site and there was nothing noted that the amount should be different. In fact the amount was {$1800.00} different from what she was quoting. I asked if I could make the $ XXXX plus and she indicated that I couldnt do so. I said I found pay all of the back payments that I owe but I wanted them to wave the fee and they refused. I asked them to wave the {$790.00} late fees and they refused. The late fees are excessive and i dont believe my original loan allowed for the excessive late fees. I owed more in the year they had my loan than in the 5 years of my previous mortgage holder. I also asked for the documents that alowedngor the excessive fees. I asked her to give me an itemized statement of what the corporate advance were and they sent out a form that didnt itemize the corporates advacnex. She said they were also charging me an additional {$14.00} a week to have someone go to the house to make sure it was still occupied. I asked her why was that necessary and if it was necessary then why would they charger that fee to the consumer who is already having difficulty paying their mortgage payment. They also charge {$860.00} in late fees that Included late charges when the account was in foreclosure and also in loss mitigation. This shouldnt have been charged. It is my opinion that this company does nothing to assist the consumer. I believe they are in the business of trying to foreclose on home with a lot of equity in the home. When I asked for assistance XXXX pretended to want to help me stay in my home. I waited a week or so to see what she would do and called her back and she had done absolutely nothing and I asked what she had done and she said that she was going to wait so she could give me my options of short sale or deed In lieu ... so how is that helping me to stay in my home. I am a XXXX  veteran and single parent and I had no assistance from either the VA or USAA. I want to ask to have my money for the late fees returned and the {$1800.00} that the mortgage tacked on to my payments and and clear and concise explanation of any oleander all fees.

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