Consumer complaint received 2020-08-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/2020, Paid earnest money of {$5000.00} on house I wanted to purchase. 
In XXXX, I contacted USAA to inquire about a mortgage. I spoke with XXXX XXXX. Due to the USAA system of initiating contact, I am not able to obtain the communications with XXXX. He was helpful and was easy to work with. He also said that USAA was no longer making conventional loans, but seeing as we got in under the wire, they would go forward with ours. He got me started on gathering documentation and what was needed. On XX/XX/2020, XXXX was out of the office and his coworker requested more information before submitting for processing. This request was fulfilled the same day. Nothing was heard from XXXX XXXX or his coworker XXXX XXXX. On XX/XX/2020, I sent XXXX and XXXX an email inquiring about my application. No response from either of them. Later that same day I was emailed by XXXX XXXX, XXXX # XXXX. She went over all of the details for the mortgage. She requested what else she needed. 
XX/XX/2020 Paid Appraisal fee of {$590.00}. 
XX/XX/2020 Paid XXXXXXXX XXXX {$400.00} for inspection. 
On XX/XX/2020, I responded with the requested documents. I received no response from follow up emails requesting confirmation of the documents and if they were indeed the ones she needed. 
On XX/XX/2020, I had not heard anything back from XXXX, and emailed her. I emailed her that my due diligence period was ending in two days. I asked for her to confirm again that she had all she needed. Since due diligence was coming to an end I requested to know what else she needed to have to close this loan. 
XXXX responded on XX/XX/2020 that she needed to have some documents in a different format. I sent an email asking to clarify exactly what documents and what specific format. 
XXXX responded with which document and what format. I went out into the pandemic and obtained the documents requested. The same day I sent them to XXXX and because of the questions, I asked for a confirmation of receipt and acceptance. I heard nothing from XXXX in response. 
On XX/XX/2020 I received a document from USAA stating that I had not provided the needed information and my loan was on hold. The documents listed as missing were the ones XXXX had requested on XX/XX/2020 and I had provided the same day. 
Also on XX/XX/2020 I sent an email to XXXX asking about the letter and restating that I had sent the requested documents. There was no response. 
On XX/XX/2020 I emailed XXXX again requesting confirmation of her having the necessary documents. I also called the number and extension she provided but the system would not accept the extension and left me with a dead air type sound. I did receive an out of office notice via email from XXXX with a contact point while she is out. I then emailed her contact person asking the same questions as I had asked of XXXX. 
On XX/XX/2020 XXXX XXXX responded asking for 24 hours to review my file. On XX/XX/2020 I responded thanking her. 
On XX/XX/2020 I received an email from XXXX stating that she did not have the documents needed and requested certain ones. I responded that I had provided them earlier. 
On XX/XX/2020 I responded with the required documents, again, and also expressed my unhappiness at the difficulty and confused way I am being dealt with. 
On XX/XX/2020 I had not heard anything from XXXX nor XXXX. I emailed XXXX stating that we were only 10 days from closing and had not heard from her. 
XXXX responded the same day saying she will review the documents and she would be in touch. 
On XX/XX/2020 XXXX emailed me requesting completely new documents. 
On XX/XX/2020 I responded with ALL of the new, requested documents. 
On XX/XX/2020 XXXX responded stating that this format will not work. Not seeing that I had already sent it in an acceptable format. I immediately responded with an email that I had already sent the format requested. Later on XX/XX/2020 I followed up with another email requesting confirmation of her have the required document. 
On XX/XX/2020 I emailed XXXX agin requesting confirmation of required documents and stating closing was less that a week away and I still had no idea where I stood. 
XXXX responded and said she was reviewing your file and will contact you shortly with an update. 
I heard nothing from XXXX until XX/XX/2020. She emailed with a totally new request for a letter from my employer as to why I work remotely. I have worked remotely for the last 20 years. As so many americans, this seems a bizarre request. My company has no brick and mortar locations in the United States. The only brick and mortar are the headquarters location in XXXX, XXXX. I responded to her with ways she can prove this and save time ( time being of the evidence here ). I also informed her of my long history with USAA and the lack of professionalism on the part of USAA. I also tried to explain my diligence and hard work, in the face of the pandemic, at trying to fulfill her every wish. 
I also sent her a copy of my job description in hopes of fulfilling the last request. 
I heard nothing from XXXX. 
On XX/XX/2020, one day before scheduled closing, I had not heard anything from XXXX. I did recieve an email from XXXX XXXX, XXXX # XXXX. He stated that they were still pending documents to finish the file and can not give me an ETA on the loan until all documents are in and accepted. The list of items needed were all of the ones listed in the early part of the process that have been sent several times. I responded to XXXX informing him of all of the documents that I had sent and sent them AGAIN to him. I attempted to call him but the USAA phone system again would not put me through to his extension and left me on dead air end. 
I attempted to call XXXX XXXX, Director of loan processsing, who works in the XXXX, FL office and left a message for her to please call. 
On XX/XX/2020 I had not heard from XXXX XXXX, Director of loan processing and again called her. She did not pick up and I left a second message to please call me. 
The closing attorney attempted to contact USAA to set up closing. He was not able to reach anyone and no one called him back. 
XX/XX/2020, the closing date has come and gone and I have not heard from anyone. 
I am now out appraisal fee, {$590.00}, inspection fee, {$400.00} and earnest money, {$5000.00}, for a total of {$5900.00}. USAA has not lived up to their responsibility to treat customers fairly and timely. They have failed me completely and I will no longer consider them for any of my business. If USAA did not want to make this loan they could have said so and still given me time to find financing elsewhere.

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