Consumer complaint received 2016-04-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Mortgage
Sub-product: VA mortgage
Issue: Application, originator, mortgage broker

Complaint:
STATEMENT OF PROBLEM : We applied for a VA Mortgage Loan through USAA.com. We received a mortgage Pre-Approval letter from USAA. We sent an Offer to XXXX at XXXX XXXX XXXX XXXX XXXX, Mo XXXX, dated XXXX/XXXX/2016. We provided USAA with all the requested documents by the dead line XX/XX/2016. 
XXXX/XXXX/2016 we received a loan estimate ( extension agreement ) to lock the interest rate since USAA were unable to get the title cleared by the original closing day XXXX/XXXX/2016. The processor during this time were XXXX ( XXXX ) XXXX ext XXXX. 
XXXX/XXXX/2016 we received a voice message from XXXX XXXX XXXX # XXXX he is now our new processor for the loan. We were not provided details as to why XXXX XXXX were removed from the loan process. We were told our new closing date would be XXXX/XXXX/2016 as you know by now that did not happen either. 
XXXX XXXX received a call from XXXX XXXX requesting another loan estimate ( extension agreement ) on XXXX/XXXX/2016 since USAA will not able to meet the closing date for XX/XX/2016. The title company is working on the payoff figures. Now they are requesting statement from XXXX TSP account which we provided. We now have a new closing date for XX/XX/2016. 
We received a call from the title company XXXX XXXX XXXX on XXXX/XXXX/2016 advising not to show up for closing at XXXX because they have not received the closing package from the lender USAA. My wife spoke with XXXX on XXXX/XXXX/2016 and he did not inform her/us that the closing package has not been provided to the title company and closing we not be taking place as scheduled. He requested bank statement for 30 days which we provided. 
XX/XX/2016 XXXX request proof of my wife XXXX for 30 days. XXXX only come out each quarter. We provided USAA with 30 day history of my wife XXXX 
XXXX/XXXX/2016 Called XXXX at USAA to get a status updated for closing. We were told the underwriter now wanted an updated 30 day statements from my wife XXXX with her name and account number. My wife informed XXXX the website does not allow her to provide the account number from here retirement account but it will show her name and history transaction from XX/XX/2016 - XX/XX/2016. 
XX/XX/2016 This is the last email we received from USAA rep XXXX XXXX From : XXXX, XXXX [ XXXX ] Sent : Monday, XXXX XXXX, 2016 XXXX To : XXXX Cc : XXXX Subject : RE : EXTERNAL : RE : XXXX Ma'am are you having trouble obtaining that statement? We need to get the final approval from underwriting in the next few minutes in order to close tomorrow. If we ca n't make a decision shortly, we 'll have to postpone closing again at the cost of another lock extension fee. Please advise. 
XXXX XXXX XXXX, XXXX # XXXX | XXXX, USAA XXXX, Texas XXXX Office : XXXX ext XXXX | Fax : XXXX XXXX usaa.com | XXXX/usaa | XXXX/USAA If at anytime your needs or expectations are not being met please call XXXX ext. XXXX

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