XX/XX/2015, my house XXXX flooded. When I received the disbursements from the insurance company, I sent the checks with copies of the Proof of Loss and the contractor 's estimate to USAA XXXX our mortgage company ) and waited for the check. 

On Friday, XXXX XXXX, XXXX, I called and asked the status of the first disbursement for the contractor and was told that my information has been received and input on XXXX XXXX, and it would take 5-7 business days to send the check. 

I called back Friday, XXXX XXXX, XXXX and was told the 5-7 business days was for processing time and that the check would be mailed in 24-48 hours. 

I called back on Wednesday, XXXX XXXX, XXXX and was told my packet was missing the Proof of Loss from the insurance company and the contractor 's estimate and that nothing could be done until they were received. I was given an email address to send electronic copies to and sent that email XXXX. 

I called back Thursday, XXXX XXXX, XXXX and was told that it would take 24-48 hours to input the documents and that the check would be sent after that. 

I called back Monday, XXXX XXXX, XXXX and was told everything was cleared and that the check would be going out. 

I called back Tuesday, XXXX XXXX, XXXX to insure the check had been mailed and was told it had just been released and would be mailed on Thursday, XXXX XXXX. 

I called back Thursday, XXXX XXXX XXXX and was told that my file was missing the contractor 's estimate. I asked to speak with a supervisor who looked in my file and said she saw something from the contractor that said how much the repairs were going to cost. 

Regardless of whether the contractor 's estimate is actually in their possession XXXX the number she quoted off it made it clear it is XXXX, the fact that they have repeatedly told me that the check is going to mail soon and then continually delaying the process is entirely unacceptable. Losing paperwork on multiple occasions smacks of willful negligence. USAA purports to serve service members and veterans, that I and my family has been treated so poorly is beyond my comprehension. 
