If you got your home loan through USAA, you actually do not have a USAA mortgage. Why? Because USAA only originates mortgage loans, it doesn’t service them.
What does that mean? It means that you may have gotten your mortgage from USAA, but that mortgage is then immediately sold off to a lending partner that handles the loan from that point forward. After that original contact with USAA, you are no longer USAA’s customer but instead the customer of their lending partner.
USAA’s mortgage partners include Green Tree, Ocwen, Nationstar, PHH, US Bank, Wells Fargo, and Pentagon Federal Credit Union. You should have some sort of paperwork that tells you who now services your USAA mortgage. Go to this page on the USAA site for further information on USAA’s partners in order to get your payment questions answered.