Consumer complaint received 2015-04-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Mortgage
Sub-product: VA mortgage
Issue: Application, originator, mortgage broker

Complaint:
My husband and I started the loan application process with USAA in XX/XX/XXXX for a purchase while he was on leave. We are going for a VA Loan and my husband is currently XXXX in XXXX State while I reside in XXXX and am taking care of all the purchase items. I am a real estate attorney and have worked previously at both a title company and mortgage company as In House Counsel and understand how the process works and what the regulations require. At the start of the process I had uploaded all of the standard required documents to the borrower portal on " my side '' of the portal. I then had a conversation with the loan processor that I will be handling everything on the file, both as the borrower and attorney, that my husband was away on active duty and had little communication and I had the power of attorney, my husband had also contacted the loan officer before returning from leave that she was to speak with me and that I would be uploading all the documents to USAA. Then we are told after a week goes by and I have still not received my initial disclosures ( come to find out these had been sent to a wrong address without a signature required with my Personal Private Information enclosed ) that my files was in suspense and would be terminated for failure to give required documentation. After several calls an emails, the loan officer called my husband who is on a ship out at sea, over me, and then returned an email stating that they called my husband after I was the one communicating with them and this was explained to them and they were in possession of the documents they were just looking on the wrong side. 
After explaining to the LO and several angry emails I finally got her to call me. We smoothed things over and the file started to go smoothly. Until the end when we were scheduling the closing, the appraisal was a week and a half late after the appraisal came into USAA, mind you I needed to know what was in the appraisal to get the seller to do the fixes on the property, which caused a bottle neck as the seller had to give up his XXXX weekend to take down a barn to get the appraiser back out to the property on Monday so we could close the following Monday. The appraiser came out Tuesday further delaying the file, and when the results came back that the changes were ok, the file which I had been told several times starting on XXXX XXXX was complete and nothing more was needed, with the exception of the " XXXX and XXXX '' statement on the day of closing, was moved into final approval. At this time the Closing should have been scheduled for XXXX XXXX XXXX. Then I recieve an email from an associate of the LO that the closing was put in for the XXXX by the LO because the contract extension said the XXXX. There were countless emails and calls both by myself and our agent stating that the closing should be the XXXX and the XXXX was a contingency date in case something went wrong. Now I am told the XXXX will be the date, and have to fight to get a rush closing, I finally think that we are all set with the XXXX as the closing date only to get an email that USAA never got my VOE for my prior employer, and they wanted a revised termite inspection because termite remediation was waived because it was not active,. I call my prior employer to whom I was In House Counsel and know the HR Department well to find out that USAA never called them even though at the start of this process I wrote a letter of explanation regarding the HR departments as my prior employer is a subsidiary of another and you have to contact the subsidiary not the parent for the VOE. They failed to follow this and contacted the parent only yesterday. I have had it at this point it is costing me money in rent, storage space, and causing issues with my job. There have been countless regulatory ECOA, TILA, RESPA violations on this which I have let g

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