Previous lender ( XXXX ) offered mortgage rate reduction service for a fee % of outstanding balance with a maximum of {$1500.00}. I wanted to open my new mortgage with USAA because I liked them for banking however I would only switch if this service were offered. When I started the process of buying a new house this summer I confirmed with my USAA processor that USAA offered a similar service to that of my previous lender. Because of this I opened a loan with USAAIn XXXX of XX/XX/2014 seeing that rates dropped I contacted USAA mortgage department to reduce my rate. XXXX XXXX said that this was not a service which USAA offers but they could handle it through the loss mitigation department. I talked to several people in the loss mitigation department because I thought this was the wrong department. Every person I talked to said that loss mitigation was the correct department, even though I was not at risk of defaulting. They said I just had to fill out the paperwork and jump through the hoops and I would be able to reduce my rate. After submitting all the paperwork, on the final step of my processing, my loss mitigation processor XXXX told me that a loss mitigation was the incorrect service for my situation. He sent me to XXXX XXXX who I talked with and we decided the best solution would be for me to do a mortgage refinance and have USAA cover/offset some of the costs. I was forwarded to XXXX XXXX, of USAA Mortgage to handle this, who then sent me back to loss mitigation who then sent me back to XXXX at USAA Mortgage. Each department will not handle my rate reduction and says the other department is responsible. They will just send me back and forth with no resolution. 

This is very unethical because I was offered and purchased a service ( mortgage rate reduction for & lt ; {$1500.00} ) which USAA will now not provide. = XXXX 
