USAA Savings Mortgage Complaint

USAA Savings Mortgage department,

Conventional fixed mortgage Credit decision / Underwriting Texas

1. USAA will not honor the loan rate offered to me telephonically. Mortgage rates and associated points were telephonically communicated to me and I made detailed notes of the call. I locked in the rate/point based on the telephonic quote. Written lock-in agreement listed different point level from the telephone quote and I made an immediate inquiry to USAA. USAA has delayed investigating my inquiry for - days. USAA now asserts that the telephone call where prices/points were quoted to me was not recorded and, therefore, it will not honor what was quoted to me by phone. 2. USAA has declined to honor the closing date listed in the purchase contract. I have made repeated requests to have the closing date corrected, with no success. 3. USAA has taken advantage of the fact that I am single and a --time home buyer. When initiating the application process, USAA was made aware that a ) I am young and single ; b ) I have no realtor ; c ) I am a --time home buyer. When I received my application packet, I did not receive contact info for my loan processor ( I did n't even know I would have


when documents were sent to me, and since I have not gone through this process I was not aware that documents would be sent by overnight courier to me that required immediate attention. As a result, the process has been unnecessarily delayed several times. 4. USAA will not work with me to resolve my issues/concerns. I made repeated requests to resolve my concerns/issues about closing date and points/loan rate with USAA and USAA has declined to work with me. The representative I spoke to indicated that the closing date is inflexible and that USAA would not honor the rate quoted to me by phone since they did not record the call. Further, the USAA representative chastised me by asking why I had not taken it upon myself to ask the questions about rate changes/required forms/process. I replied that every USAA representative I spoke to understood that I was a first-time home buyer, so how would I know to ask those kinds of questions since everything was new to me?