Consumer complaint received 2025-07-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO

Complaint narrative:
Subject : Summary of Phone Call with USAA CEOs Office Regarding Loan and Mortgage Irregularities for XXXX XXXX XXXX, XXXX, MA XXXX To Whom It May Concern, This letter serves as a formal summary of the phone call I received from the USAA CEOs Office in response to my correspondence with the Consumer Financial Protection Bureau ( CFPB ) regarding the wrongful foreclosure and questionable refinance activity on my property located at XXXX XXXX XXXX, XXXX, MA XXXX. 

Summary of USAA CEO Office Call : The USAA representative stated that USAA " can not assist '' further in this matter, despite the CFPB correspondence. 

According to USAA : As of XX/XX/XXXX, XXXX XXXX was the loan servicer for a XXXX conventional mortgage on my property. 

USAA was the financial lender at that time, anXXXX XXXX XXXX handled the servicing ( payments, collections, etc. ). 

USAA terminated its relationship with XXXX XXXX on XX/XX/XXXX. On that date, USAA states the loan was transferred to XXXX XXXX, and after XXXX, USAA claimed it had no mortgage. 

The CEOs office further stated that : The loan was refinanced in XXXX by me, and that XXXX XXXX paid off the mortgage to USAA at that time. 

USAA no longer retains documents related to that transaction, other than the payoff letter from XXXX XXXX, due to their document retention policy. 

They do not have a complete file of the loan or refinance documentation on record. 

There was no prior loan transfer from USAA to XXXX XXXX  before XX/XX/XXXX, contrary to any other claims or assumptions. 

The representative mentioned that I had been working with multiple USAA " advocates '', but none of them were able to resolve this issue. 

The caller asked if I had reached out to the Attorney General about the matter. 

Additionally, I was told that USAAs Insurance Department has access to records involving my homeowners insurance. Specifically, they are reviewing details from XXXX, when USAA Mortgage was listed on the HUD settlement statement related to the XXXX XXXX. They stated they would follow up with any records they are able to locate. 

Summary of Concerns : I did not authorize any refinance with XXXX XXXX, and I strongly suspect that my signature was forged on the loan documents. 

USAAs inability or unwillingness to produce supporting loan documents is highly concerning. 

The involvement of multiple parties with conflicting information ( USAA, XXXX XXXX XXXX XXXX ) creates an unclear and suspicious paper trail.

The foreclosure and sale of my property in XXXX was based on a mortgage I did not legally authorize. 

I have been actively requesting documentation, including audio recordings and communications, and have yet to receive adequate responses. 

This situation appears to involve forged loan documents, potential mortgage fraud, wrongful foreclosure, and failure of record retention and disclosure by major financial institutions. I request immediate assistance in investigating and rectifying this situation. 

Please confirm receipt of this communication. I am available to provide supporting documentation or clarify any of the points listed above. 

Sincerely, XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation