Consumer complaint received 2023-05-03
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2023 I was issued an email that I was to sign an Intial Disclosure package via docusign that stated my interest rate was 7 %. I sent an email to XXXX XXXX regarding this issue. I had locked my interest rate at 6.75 %. I was advised via email that once the Intial Disclosure package was generated that she did not have the option of changing it to the 6.75 % rate and that I was to sign the Disclosure package with the 7 % rate and at the time of closing it would be adjusted to the locked in rate of 6.75 % ( like this is going to be what I am thinking about the day I am signing on my new home ). Why was this package generated for me to sign before I had locked in my rate? 

On XX/XX/2023 I was advised via email that I needed to supply documentation on where my earnest monies of {$1000.00} dollars came from. I provided receipts for artwork that I had sold years earlier and that was money I had for a rainy day. This was not satisfactory to them. I had to ask the seller to modify our agreement and return the earnest money on the promise that I was still going to purchase the home. I was advised that another option was for me to repay the earnest money via a bank account that had the funds held by another financial institution for 60 days. 

I was also advised that I needed to provide a hard homeowner 's insurance policy. I had inquired with XXXX XXXX and received a quote, submitted that to USAA inquiring if this fulfilled all their requirements for me to accept this policy. There was no answer on that. I also received inquired and received a quote from USAA. I had contacted XXXX XXXX and told them I was going to accept their insurance policy, well XXXX XXXX 's policy is until I have a hard Signing date they can not issue the policy. That's fine. I had advised USAA that I was going through someone else, I have received several communications that USAA would " love '' ( that's a paraphrase ) for me to accept their insurance offer. I still have yet to receive a hard signing date as of XX/XX/2023. 

On XX/XX/2023 - The seller agreed to amend our contract to the rate of 6 % sellers assist from 4 % due to my home inspector advising the roof was going to need replaced soon. My real estate agent had inquired as to why USAA would not authorize this amendment of 6 % sellers assist. She was told " It's open to our interpretation ''. 

On XX/XX/2023 I was contacted by USAA about my Mortgage loan. I was told that I needed to submit the following forms : Divorce Decree - They found out I was married, come to find out they could have obtained a copy at the courthouse with my authorization or just called. I had to go an hour out of my way to and from the courthouse. 

Child care letter ( required by the VA, I get that regulations ) - On XX/XX/2023 - I was advised via email that I need to " Provide a signed and dated letter stating monthly child care expenses. If no child care expenses exist please provide an explanation. You may use the attached letter. '' Which I did in a timely manner. ( I can't confirm the date on the upload of that letter ). 
On XX/XX/2023 - I was advised that I need to resubmit this letter requiring that I " Provide a manually signed and dated child care letter clarifying the circumstances of the child care for the XXXX and XXXX olds. If there are no childcare expenses please provide the reason. For example if they are home with a relative, they are old enough to stay home alone, etc. ( letter must be manually signed/dated ) ''. I get the manually signed letter, VA requirement. However why was I not advised by my MLO before hand that this needed a " wet signature ''? 

I had already submitted a letter stating that I had no child care expenses due to my children being of an age they did not require child care. I had done a little research on this matter. There are no age requirements in the State of PA or WV of children staying home alone. I feel disrespected in this regard of my decisions as a parent regarding these children, and whose business is it where they reside when alone and who watches them? Also to the reference of their ages to identify them. 

On XX/XX/2023 - I was advised that I needed " Bank statement ( s ) showing sufficient assets to close estimated cash to close is {$2100.00} ''. This sufficient funds bank statement was sent after I had to ask for the seller to modify our agreement because USAA feels the documentation provided where my " rainy day '' funds had originated was insufficient and increased the estimated cash to close by {$1000.00}. 

I believe with the above statements that USAA is violating several rules, asking for way to much information on my personal decisions and wasting a ton of my time with resubmits of documents, forms and retrieval of Decrees that they could have done themselves. Not providing me with adequate information on all of the requirements of forms or documents until it gets to the underwriters which is the final step in the process. 

As a side note the day I sign this Mortgage contract, they will receive a stipen of {$25000.00} of tax payers monies.

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