USAA Website for Mortgage Servicer Nationstar NOT WORKING

[LSHLSH]

I have been attempting many, many times, to make my mortgage payment tonight before midnight to avoid a late fee.  Apparently, there is a problem with the USAA website and I get an error messsge every time the site attempts to link to the Nationstar page; it will not even open.  I have also attempted to call and male my payment by phone.  This did not work either.  The first time, auto-system said it could not locate my account (though I used my Phone PIN # and it correctly "verified: me, used my name and verified the phone I was calling from), supposedly the system could not find my mortgage account, using my SSN.  Tried that twice.  Then I twice (each time calling again, and going through entire auto call tree), using my mortgage loan account number--still "unable to locate my account".  Also, unable to reach customer services AND unable to send a message to USAA through website "secure message service".  This is the only way I can find to document my attempt to pay before deadline, so when I call on Monday to get late fee waived, I have something to backup my attempted efforts!

[USAA Social Service]

Good morning @LSHLSH. USAA's executive management team made the decision to sell mortgage servicing rights on all new and existing loans so we can focus on serving our members and offering them a broader range of products. Nationstar Mortgage mailed you a Goodbye Letter dated 4/15/2022 which provides information about your mortgage loan being transferred to Mr. Cooper and also contains information regarding Frequently Asked Questions. Soon you should be receiving a welcome packet from Mr. Cooper with more details about your transfer. You will no longer be able to access your mortgage information on the USAA website since your mortgage loan was transferred to Mr. Cooper effective 5/1/2022. In order to access your mortgage loan, you will now need to contact Mr. Cooper directly or need to go directly to the Mr. Cooper website. Our executive management team made this decision with the USAA mission and best interests of our membership in mind. The sale of mortgage portfolios to expert servicing companies who specialize in those services is a common industry practice. Moving in this direction ensures that USAA can continue to focus on our core products and services. Aligning with the industry in this way helps USAA maintain our financial strength while remaining competitive. I understand that this is something newer for our membership, just know that we truly have your best interest in mind when making these decisions. If you have any further questions, please contact your new mortgage servicer, Mr. Cooper. Also, you should have a 15 day grace period on your mortgage before you would be assessed any late payment fees. Thank you for trusting USAA with your business and I hope you have a blessed day!  

[USAA Social Service]

@LSHLSH, Sorry to hear about your connectivity issue in making your mortgage payment. Although your loan was originated at USAA, your servicing is done with NationStar. USAA Federal Savings Bank is not part of handling your payments. Please contact NationStar at 855-430-8489 for further assistance. -David 

[NSueZ]

@David and @USAA - USAA made the decision to outsource the servicing of the loans and as such, USAA should be there 100% when there is a problem with the vendor.  It seems that USAA has outsourced just about every service there is so maybe USAA does not have to take responsibility or ownership for helping their members.  Is this USAA's new business model?

[Marinesmom]

I am also very disappointed with this outsourcing! One reason for using USAA for my mortgage was the convenience of having everything on 1 website. Now I am just frustrated. Sad to see this apparent lack of care and new focus on $$ over service.

[USAA Social Service]

Hi @Marinesmom. USAA's executive management team made the decision to sell mortgage servicing rights on all new and existing loans so we can focus on serving our members and offering them a broader range of products. Our executive management team made this decision with the USAA mission and best interests of our membership in mind. The sale of mortgage portfolios to expert servicing companies who specialize in those services is a common industry practice. Moving in this direction ensures that USAA can continue to focus on our core products and services. Aligning with the industry in this way helps USAA maintain our financial strength while remaining competitive. I understand that this is something newer for our membership and new changes can be frustrating, just know that we truly have your best interest in mind when making these decisions. If you have any further questions, please contact your new mortgage servicer. Thank you for trusting USAA with your business and I hope you have a blessed day! 

[USAA Social Service]

I'm sorry to learn you've had an issue with making your mortgage payment, @LSHLSH. I will forward this to the Real Estate team so they can assist further. Please be aware, they aren't in the office overnight or over the weekend, and they may need a bit of time to complete any needed research. In the meantime, I hope you have great weekend. - Cathleen