Consumer complaint received 2020-06-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2020 I began the application process through USAA. On that date I was charged {$520.00} for the VA appraisal which I was told needed to be charged immediately to ensure it was completed on time. However, the appraisal was not ordered for 1 week after I paid for it. It was ordered on XX/XX/2020. This could delay our 45 day closing on XX/XX/XXXX due to USAA delaying the ordering process. 

On XX/XX/XXXX, all requested documentation was uploaded except for a VA escape clause or proof of liquidation of 401k assets. Myself and my realtor contacted USAA to clarify when they would be sending the clause and also to reinstate to them that I would not be using any tax-deferred assets, and that the funds would be coming from a taxable brokerage account. We received no response to these inquiries even after filing a XXXX  complaint. 

On XX/XX/2020 we received a request for additional documentation that stated it must be submitted no later than 24 hours. We submitted everything by XXXX EST on XX/XX/XXXX. The documents were not reviewed until XX/XX/XXXX. At that time the processor called me for clarification on my wife 's employment. The processor notified me that my wife 's full time employment was removed from our application and her part time employer was added, which essentially cut our perceived income by 50 % Additional documents including 4 pay statements and 2 years of W2 forms were provided to correct this issue created by USAA. On XX/XX/XXXX we received a notice from USAA stating that if all documentation was not provided by XX/XX/XXXX they would not be able to assist us with a mortgage. The requested documents included the VA escape clause which had not yet been provided and proof of liquidation of 401k assets. At this time I informed USAA for a 3rd time that we had not received the escape clause from them as well as that I never mentioned liquidating retirement assets for the closing costs and would not be doing so. My realtor had also requested the when the appraisal was ordered and when it would be received and she was provided two different answers from the processor and loan officer. At this time my realtor was told to no longer contact the loan officer and that we would no longer have communication with the loan officer. We were able to confirm that the appraisal was ordered one week after it was paid for but without an explanation. On XX/XX/XXXX I also filed the complaint with the XXXX  to receive additional assistance from USAA. 

On XX/XX/XXXX I was notified that there was " oversight '' on the hours I work with my employer on the documentation I had provided. I have not received any clarification as to what that oversight was. They stated that they would no longer need to verify my employment. I have not received clarification on why a verification would not be required and also asked when we would receive the appraisal. The processor also stated that I signed a VA escape clause and my wife had not, but I had not signed any documentation that my wife has not also signed. 

On XX/XX/XXXX I was notified that the appraisal was received by USAA and on XX/XX/XXXX. We also received a document request asking us to sign to waive our right to see the appraisal. This request being sent 18 days prior to our closing date alarmed us greatly. We immediately requested an explanation why they would want us to waive our right to see the appraisal and the processor and USAA XXXX  investigator both said this is an automated request. I was also told that the processor 's manager attempted to call me and left a message to explain the issues that we have been having on XX/XX/XXXX, however I had no missed calls or voicemails from the manager. I attempted to call the manager to clarify this and left a voicemail. I have received no response. 

At this point USAA has had the appraisal for 4 days however has not provided it to us after it was ordered late. There has been no explanation as to why they are continuing to ask for liquidation of 401k assets. There has been no explanation of the VA escape clause and when they would provide it to us, as it needs to be signed by both us and the seller. There was no explanation for the late ordering of the appraisal. As of today the processor is still attempting to do employment checks for my wife however failed to mention that she is also doing a salary verification that requires additional access prior to being released to a 3rd party, which has caused additional delays by 4 days. 

On XX/XX/XXXX the processor stated we would be sent the appraisal no later than XX/XX/XXXX. After a phone call today my wife was informed that would no longer be the case and they would not be give a new time but stated the review process can take an additional 1-2 weeks.

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