Consumer complaint received 2023-03-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
I have been a customer of USAA since XXXX. All of my mortgages ( XXXX ) have been through USAA. As a result of COVID, I lost my job and took advantage of a loan deferral program to help us tread water during XXXX - XXXX. USAA was absolutely fantastic in their support approving a loan modification last year. Approximately 1- 2 months after the modification and after I had resumed my monthly payments in accordance with the new agreement, USAA sold my loan to XXXX XXXX XXXX XXXX XXXX XXXX XXXX At that time, I was directed to cease making monthly payments while a new loan modification agreement was completed. XXXX XXXX confirmed that they had my existing XXXX on file but would not honor it. Although the representatives I have been interacted with for XXXX XXXX have been pleasant and well-intentioned in their desire to help me through this process, the process itself has been incredibly stressful, extended, and in my opinion, wholly unnecessary. As of today, it continues and the application process requires another restart. 

In XX/XX/XXXX, I received a letter stating that all of my documents had been received and that my file would be going into underwriting for final review and approval. Last week, I received a call that when I later returned, I was told I was missing some documentation but the representative had to investigate to determine what was actually missing. After a few days where I had not heard anything, I called and spoke with a representative who stated that our process would need to begin again because our loan was being forwarded to the foreclosure process. She encouraged me to immediately restart the process and shared with me some critical insight that illuminated the difficulty we had been experiencing with having to repeatedly submit the same documents to their modification email address. She stated that if clients were sending documents to that address as directed, XXXX XXXX " may or may not '' get it. She guided me towards another email address, " researchincoming '', as the better address that would be more reliable. She stated that she always directs her clients away from the modification email address. I restarted the process this week, XX/XX/XXXX, using the new address and resubmitted all previous docs that I understood had been previously received. I also submitted additional info indicating a new role I was starting and the income impact it would have for their consideration. I received a document error notice this morning requesting multiple adjustments and resubmissions of documents. There appears to be no way for XXXX XXXX to connect previous efforts to current situation and the stress of it is unbearable. Again, the reps have been very pleasant. I continue to believe that this process is unnecessary given that I was operating under an approved loan modification agreement. 

Part of the appeal our current home has to us is that it allows us to be primary care providers to our our aging parents as the need arises. I have already assumed care responsibility for my Mother who was diagnosed with XXXX XXXX in XXXX and is living in the home with us currently. Being her care provider is significant stress on its own merit and I would like to quickly remove as much stress as possible so we can focus on this important matter concerning her. 

Thank you kindly for your support to resolve.

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