Consumer complaint received 2024-12-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I purchased my home XX/XX/XXXX and got the loan and insurance through USAA. The lender established my escrow account and loan which the loan itself will also need to be review as at the time i did not have an attorney and Banks attorney represented both the bank and I. After less than a year of having the home policy and XXXX  with USAA who at the time had access to all my finances because mostly banked with them raised my insurance rates tremendously. 4 months before the policy even expired USAA was notified that I would be changing to XXXX the following year XXXX. This is where my problems began and has since been XXXX every year. USAA went ahead and requested payment for the new year from themselves which they were aware I was cancelling. They not only paid themselves for insurance coverage they didnt provide but they paid All state as well. This caused a major problem and the threats of a ballooning mortgage payment due to the manually inflicted shortage. I fought with them until they fixed the problem yet still I have since been plagued with unauthorized cooperate advance charges on my escrow account though they were not my insurance company All state was. All state increase my policy the following year and I got pricing from USAA. I went back to usaa as insurance based on market price only to find out since XXXX I have been back with USAA insurance and it has been a disaster in terms of pricing and accuracy. USAA insured me for a flood policy and I wasnt in a flood zone yet when there was a hurricane and FEMA helped homeowners my first insurance claim was made because of a flood and I was denied coverage by USAA after providing all the requested information and I had a active flood policy. As a result of that claim I was now stuck with USAA. My mortgage was sold to XXXX XXXX then to XXXX then to XXXX XXXX  and the nightmare continued. I have never paid my mortgage late yet every year there was a artificial shortage in the escrow account or inaccurate information being sent me and the federal government regarding my insurance being active and even {$0.00} payment on tax forms. Each time I would figure it out the bank would sell the loan but i kept records. The loan is now at XXXX XXXX  another affiliate and every year the policy is renewed there is a problem in the escrow account. The past few years I have been overcharged on my pricing for the annual policys for each of my home. I have to call the bank to get the pricing corrected a year later then Im issued a check for the over charge yet its placed on my record as a discount and not a refund. This years its the same problem. The loan is paid on time by me and escrow analysis done yet when the payments are disbursed to the affilate they are stopped/cancelled and are for amounts different than the acutal policy price. Last years there was more than {$600.00} in over charge and this year its more than {$700.00}. The affiliate XXXX XXXX  has stated that they made a XXXX XXXX dollar payment to USAA this year for XXXX members insurance policy and for some reason the payment was initiated, processed, cleared and then XXXX. Currently I am unsure who actually has my mortgage account as XXXX getting statements and documents from both XXXX XXXX and XXXX XXXX. Please please please help. My insurance payments are being stolen in the bank through the escrow accounts cooperate advances and missing deposits because the money is moving internally within the institution.

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