Consumer complaint received 2015-09-19 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I am requesting assistance with the removal of USAA lien on XXXX XXXX XXXX, XXXX , GA XXXX and the ability to conduct new business with USAA . My USAA member number is XXXX. The USAA HELO account # is XXXX which issued a XXXX ( Cancellation of Debt for {$78000.00}. This was filed as income. My name is XXXX ( XXXX ) XXXX XXXX XXXX ; I have been a member of the XXXX XXXX XXXX since XXXX XXXX, XXXX and a member of USAA since my direct commission in XXXX XXXX, XXXX. USAA 's current posture is aligning with the intentions of XXXX XXXX, which was to destroy my financial creditability and my military career. 
I have a court order to purchase this home from my ex-husband XXXX XXXX. I rescued this home from foreclosure to save my credit and military security clearance. I am XXXX XXXX XXXX XXXX, XXXX ( XXXX ) and my loan was pre-approved by XXXX XXXX XXXX XXXX. The lien is preventing me from closing. I do not know how much longer they will wait for me to close this loan. I have resided in this home since XXXX/XXXX/XXXX. USAA has not been cooperative. I have contacted USAA so many times regarding this matter and continue to get bad information. I returned from my XXXX in XXXX XXXX and initially contacted USAA requesting lien removal on XXXX/XXXX/XXXX. I reached XXXX employee # XXXX in uncollected debt, XXXX was aware a XXXX, ( Cancellation of Debt ) had been sent to me and I had filed it on my XXXX taxes as instructed. USAA is refusing to remove the lien and immediately told me I needed to settle the debt. All attempts to gain a reasonable solution have failed and my closing is at risk. During divorce USAA refused to remove my name from account even though XXXX XXXX had taken sole responsibility for account. I have proof of tax filing. 
Most recently USAA faxed a hardship packet and instructed both XXXX XXXX and I to complete the document. When I contacted USAA two days later to request they re-fax the document ( XXXX of the forms was not legible ), I was instructed to contact XXXX at XXXX. I reached XXXX XXXX and per her Manager, XXXX XXXX stated that my account # XXXX had been closed since XXXX XXXX and re-directed me back to USAA. I do feel comfortable submitting the Hardship packet without legal representation at this juncture because the verbiage talks about a short sale. On their own documents it says debt cancellation and loan forgiveness. I do not understand why they are trying to get me to complete short sale documents or commit to a financial settlement as a hardship agreement on a debt that they already forgave. 
Why I moved back to XXXX : USAA Realtor was misleading In XXXX XXXX ; I contacted USAA to place XXXX XXXX on the market for sale. I was referred to USAA 's XXXX XXXX XXXX, who ultimately referred me to XXXX XXXX to accomplish a short sale. I provided XXXX the background information and history. XXXX had XXXX potential pre-approved buyers, the first couple backed out, and then second couple was approved for USAA short sale purchase and was not able to close. Unfortunately, XXXX had instructed XXXX XXXX to move based on the closing date and he had already signed a lease and started moving ( XXXX XXXX ) when XXXX informed him that the couple was having problems qualifying for the mortgage. XXXX XXXX and I were amicable at this point and questioned how XXXX or the couple got a closing date if they were not already pre-approved. At this point, we signed several extensions but the couple 's income could not qualify. XXXX said she a cash buyer who was interested previously and wanted both of us to allow him an opportunity. We no longer had trust in XXXX, so XXXX XXXX asked me to take over house at this point and agreed to sign it over. I have always bragged about the customer service at USAA but this matter has

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief