USAA Savings Mortgage Complaint

USAA Savings Mortgage department,

VA mortgage Application, originator, mortgage broker Illinois

On - - 2016, I joined USAA as an automobile insurance customer. On - -, I used USAA 's online mortgage application tool for a VA loan. On - -, I was pre-qualified for $ -. USAA 's website instructed me to " go out and place an offer '' on a property. I was searching for a condominium in - and although the number of VA qualified condos are very few, I did find a - bedroom and asked my USAA representative, - - ( -, ext. - ) to provide my real estate agent an - pre-qualification form to attach to my offer. She did so ( attachment - ). Unfortunately, I was not the high bidder and lost the sale. Over the succeeding months, other acceptable VA properties came on the market. Each time, - - " ran the numbers '' and produced ever increasing pre-qualification documents. ( Attachments - ). My bids for these properties were not successful. On - - I called - - to see if it was possible for me to purchase a - bedroom condo in the same VA approved building as the - bedrooms I bid on earlier. - - was


the office and replied to my email inquiry about the higher priced unit. To my surprise she not only agreed to the higher price, but offered that I " may only be required to pay 25 % of the difference and not the full difference '' ( email : Tuesday, - -, 2016 -. ). My successful - - offer of $ - ( attachment - ) included a 15-day due diligence clause allowing me to visit the property. - - contacted me frequently, urging me to sign the sales contract and get the mortgage process started. I had seen many of the - bedroom units in the condo building and had seen photos and videos and recommendations from my real estate agent of the --bedroom unit, but not the actual condo. I decided to see the unit in person. I flew from - to - on - - and returned the next day. I called - - on - - and gave her the good news that I would go ahead with the sale. She said she had some questions for me and I answered each of them. Some of the questions were the same as in the initial online process back six months ago, but none of my conditions or my answers changed. She then said that something was wrong and that a " mistake '' was made and that the required down payment was not 25 % of $ -, or even $ -, but now $ -! I could not believe what I was hearing. How could multiple people " rerunning the numbers '' multiple times be so far off? I asked to speak to - - 's supervisor. " - '' came on the phone and his reply was " my hands are tied ''. I asked to speak to his supervisor and was given " - '' ( - - - ) who forwarded me to - - in the executive office ( -, ext. - ). I told - - that I was astounded at the " mistake '' a company like USAA could make on a loan they 've made - of time before. She concurred and admitted that this type of mistake had happened in the past and that USAA was working on correcting it. I also told her of my $540.00 out-of-pocket travel expense. She asked for receipts which I sent to her email address. - - said she would have one of her senior loan officers review my case and contact me on - -. On - - I did receive a call from - - ( - - - - - ). She said she would review the numbers.