Consumer complaint received 2016-10-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
XXXX XXXX I contacted USAA and asked for guidance. I was nearing the conclusion of the escrow for my home at XXXX XXXX XXXX, XXXX XXXX CA XXXX. My home was under construction and nearing completion. My question was to a loan officer. I needed guidance as to what I could do to finish the back yard and other finishing construction needs once I closed on my home. I knew that I would have {$30000.00} in equity upon closing between the purchase price and the value of the house without the upgrades. 
I was advised to take out a personal loan with the purpose of converting it into a Home Equity Loan after closing. I was concerned that the payment was high and told the loan officer that I could only carry that payment of over {$700.00} for two months at the most. I was assured that I would only be responsible for that payment for 30 days at most. After several days of consideration and discussion with knowledgeable friends, I consented to the arrangement on the condition the loan would be converted right after closing in XXXX XXXX. 
I closed on my home, activated the USAA loan as agreed, and called to convert it to an Equity Loan in XXXX XXXX per our agreed plan. 
I was told nothing could be done at all because USAA 's technological system was being updated. 
I called in XXXX XXXX and was told the system was being updated and nothing could be done. 
I called in XXXX XXXX and was told the same thing. 
I called in XXXX XXXX two times and was told the same thing. 
I called twice again in XXXX XXXX and was told the same thing. 
I called three times in XXXX XXXX and was told the same thing. 
I called multiple times in XXXX XXXX and was told the same thing. 
I called in XXXX XXXX many times. The third or fourth call I was told USAA was not granting Equity Loans any longer. 
I asked what other options I had, and was not guided in ANY way. 
I called back in XXXX XXXX and was not guided or helped. 
I called back in XXXX XXXX and was told to go to another institution. I was not guided as to what institution or what to ask for. 
I called back in XXXX XXXX and was not given any options by USAA. 
I called multiple times in XXXX XXXX and was just told to hurry up and find something. 
I have requested someone from your office to contact me for help in finding a reasonable product. I have made this request in XXXX, XXXX, and XXXX. I have not heard from anyone in your office and it is XXXX XXXX. 
I am XXXX. I am XXXX. I am an XXXX. I have NO expertise in the financial world! I trusted USAA for many, many years and turned to you for guidance. I would never tell anyone to just hurry up and go into a XXXX a {$60000.00} show like XXXX who had no experience what so ever! 
USAA sent me out in a world I know nothing about to find a product to fix this situation. It has taken me months trying to figure out what products are available. I think there are alternatives for members of the military. I still am not sure what is out there. Unfortunately, I am not an expert in everything. 
I do n't know what to do anymore since USAA has not guided me after well over a year of asking. USAA has not lived up to our agreement. I trusted USAA without question and paid and paid a huge amount of money all the while asking for help.

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