Consumer complaint received 2017-10-23
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I began a refinance with USAA Federal Savings Bank in XX/XX/XXXX and worked mainly with XXXX loan processors : XXXX XXXX XXXX ext. XXXX and XXXX XXXX XXXX ext. XXXX, for a re-fi loan on our second home at XXXX XXXX XXXX XXXX, XXXX, WI XXXX. We had the deed under our trust, and so USAA wanted the trust documents which we gave them in late XX/XX/XXXX. The closing was originally set for XX/XX/XXXX at XXXX CDT, at about XXXX the notary called us and said that the closing had been cancelled because USAA had n't properly reviewed the trust documents ( USAA never called us about the cancellation ). We then set the closing for XX/XX/XXXX. As we were signing the documents, I asked the notary if we needed to sign with all the verbiage of the trust, so the notary called someone at USAA and were told that we could just sign as trustees, no verbiage needed. On XX/XX/XXXX, I received an e-mail from a XXXX XXXX XXXX XXXX XXXX for XXXX XXXX, XXXX ext. XXXX saying that documents we signed were " not what was needed '' and that we would have to resign the trust portion correctly. We had a XXXX closing on XX/XX/XXXX, and, I believe that the loan was funded on XX/XX/XXXX. I told the notary at the XXXX closing that our loan lock expired on XX/XX/XXXX, and if we needed a XXXX day rescission period, we would be past the loan lock. He said to let USAA worry about it. Since the loan did n't close until XXXX, I was told in XXXX separate e-mails that the first payment was due on XX/XX/XXXX. On XX/XX/XXXX, I received a letter from USAA Federal Savings Bank saying that I had not made the XX/XX/XXXX payment! I called the bank and e-mailed the notice I got from XXXX XXXX saying that the first payment was due XX/XX/XXXX. I reached out to USAA XXXX, and they basically told me that since I had signed the loan documents that said XX/XX/XXXXwas the due date, that I was out of luck. I have all the e-mails and letters I sent and received from USAA, XXXX XXXX, etc. if you need them. Also, USAA said they were sending a XXXX package to our Wisconsin address with the XXXX XXXX payment information, we never received that package. I have paid the XXXX payment on XXXX XXXX, however USAA applied it to the XXXX payment. This whole process has been a mess, poorly communicated, little attention to detail, and not being able to rely on what the loan processors told us via e-mail. I pointed out to XXXX XXXX that the loan figures were not correct, and she said not to worry and it would get refunded to me once we closed, so my question is if the loan we signed said first payment was XXXX XXXX, and her e-mails said XXXX XXXX, why could n't this also be corrected? I asked USAA to refund a portion of the closing costs to us, but they said since we had not been " monetarily harmed '' ( I think having to make a payment a month early from what we thought would constitute a monetary harm ) USAA would not reimburse us any closing costs.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation