On XX/XX/2015 I applied for a mortgage with USAA. Due to my income to loan ratio, I was told that I would have to receive approval from their underwriting department, which could take up to 3 business days.  I asked if there was any way to expedite the process because the sellers would like a Good Faith Estimate (GFE) as a guarantee of creditworthiness, and the mortgage representative said there was no way to make the process go faster.

On XX/XX/2015 I was called by a USAA Mortgage Representative stating that their underwriting department was wondering if there were more assets that I have available, to which I gave them my XXXX information. I was then told it could be up to another 3 days for a decision.  Again I told the representative of my situation and that I had already waited 2 days, to which I didn't think I should have to restart a 3 day wait again.  He again reiterated there was no way to make the process go faster.

On XX/XX/2015 I was notified of my loan approval. I asked to lock in a 3.625% rate program on a 30-year conventional loan, which she said she did.  I was informed they would be sending out my loan paperwork and GFE via XXXX.  I asked the representative to make that GFE available electronically so that I could send it to the sellers of the house I was trying to purchase.  The representative told me she would make the information available via USAA's electronic documents system.

On XX/XX/2015, the documents were still unavailable on USAA's electronic document system, however they arrived via XXXX and incorrectly showed a 3.25% interest rate with over $13,000 in origination and discount fees that I had never asked for, nor agreed to.  At approximately XXXX Arizona time, I called USAA to ask what was going on.  A mortgage representative verified that I had locked in a 3.625% rate and that new documents would be sent to me by XX/XX/2015. I informed her that I needed a GFE to give to the sellers and this was already taking 4 days longer than it should have. I asked her to either send the documents electronically or via fax.  She state that contrary to what was told to me the previous day, mortgage documents cannot be sent electronically, and that the department that sends our faxes had already gone home so they could not accommodate my request.