Consumer complaint received 2020-09-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I recently moved from XXXX to XXXX. I sold my house in XXXX  and applied for a home loan with USAA, whom I prefer to do business with usually. However, the Loan Officer ( XXXX XXXX, NMLS ID XXXX ) they assigned to me appears to be incompetent and negligent in his duties. I am a licensed professional and was offered a job with an agency in XXXX doing contract work but I knew that lenders might not consider that form of employment when applying for a loan. I explained to Mr. XXXX that my new job would be a " W-9 '' position instead of a " W-2 '' position. He told me I would be okay to get a loan with that job as long as the employer provider a letter stating how much I would make working for them full-time. As a result, I accepted the job, sent him the letter, and completed the home loan application. He sent me a pre-approval letter on XX/XX/2020 in the amount of {$400000.00}. I contacted a real estate agent and started searching for homes. Then, about a week later, he called me to ask if my job was a " W-9 '' position and when I reminded him that it was, he stated that I was no longer qualified for a home loan of ANY amount. He told me I needed to find a W-2 job in order to get a home. I had to resign from my new W-9 job and find another a new job. After several weeks of applying, I was  fortunate to be offered a " W-2 '' job with another agency. Unfortunately, the W-2 job paid significantly less than the W-9 job I had to resign from. As a result, Mr. XXXX informed me I was not approved for {$400000.00}. However, on XX/XX/2020 Mr. XXXX sent me two pre-approval letters, one in the amount of {$300000.00} and one in the amount of {$320000.00} ( with a {$20000.00} downpayment ). Additionally, he sent me another pre-approval letter on XX/XX/2020 for the amount of {$370000.00} with several other stipulations. However, later on the same day, he contacted me to ask me what the " third source of income '' I allegedly reported to him was in the amount of {$630.00} per month. I advised him that I never told him about a third source of income and he stated that he wouldn't have just written it down if I had not said it. When asked why he didn't ask me what the third source of income was AT THE TIME I allegedly said it, he could not answer me. Long story short, he has approved me for home loans FOUR different times and has then gone on to retract those offers all four times due to HIS mistakes. The emotional roller coaster he has put me and my family through is completely unforgivable. His actions and poor service are unprofessional, unacceptable, and negligent. I asked to speak to his supervisor and he directed me to his email signature. I called his supervisor ( XXXX XXXX, NMLS ID XXXX ) and of course, he did not answer his phone. I would be shocked if there were not more complaints against him already.

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