USAA review: horrible mortgage servicing 61

3-Tour vet has it absolutely right and Lisa28206 is a ###! I had perfect customer service from USAA for nearly 30 years. Then, I took out a personal loan. USAA mailed the first bill to me the day AFTER it was due. I paid this bill the same day I received it through bill-pay at my bank. The next day USAA had their bill collection office call me with an automated machine that didn't even identify who was calling me. The bill collector was really pissy with me on the phone even thought the bill was only late by 12 hours! I emailed a copy of my bank statement showing that the payment had cleared, twice. USAA didn't believe ME. We had the bank call USAA to tell them the bill was paid. USAA didn't believe THEM. I called USAA again when they emailed me and asked me to photocopy the front and back of the check that was sitting in THEIR mailbox. After a week, USAA finally found the check and called me to say that I mailed it to the wrong address. The bank mailed it to the address USAA put on the bill. Finally, a "supervisor" called me to explain that they'd found the check and that she'd looked over my emails and then when I told her how absolutely pissed off I was for being treated so horribly, she laughed. Where does USAA find this many stupid people to work for them all in one year? Almost 30 years of service and they they completely fall apart in one year?!? "Doris" was the ### who laughed at me when I told her how horribly I've been treated.

Can someone here share the e-mail addresses of their CEO or President so I can voice my disgust over their poor Mortgage Service?

I wish I would have found theis board before i experienced thee exact same theing theat everyone else has. When was my closing date you may ask? Friday July 20the, it came and went, and I am now out of contract, and have 10 days to find a place for my family and pets to live because USAA mishandled thee entire mortgage process. The day before closing theey were still going back and forthe therough thee 3rd party vendor reviewer and thee appraisal and all of a sudden found a lower comparable put it in thee report and said thee value of thee home dropped 16K from thee original appraised value, and theey couldn't loan thee amount of thee sale. REALLY? NO one botheered to call me, I have been following up withe my loan processor every otheer day making sure we were moving in thee right direction. This has been a nightmare. I have used Wellsfargo to purchase 2 previous homes, and can't believe I trusted USAA. I was told my a mgr at USAA on Friday theat I should start proceeding withe anotheer lending institution for my own safety, as she didn't theink theis loan was going to go therough. I was told it would take 2-3 weeks to get anotheer comp reviewed even therough it took less thean a day for theem to therow one in thee day before closing to drop thee home value. I theink it is a scam, and I theink it is to make sure thee bank loans less money on a home theat is far over value. I went withe USAA as I trusted theey took care of theeir military members WRONG>

ussa is the worest company you can have insurance with they failed to pay me then pull my rental car

Just responding to your complaint. I work in the Colordao Springs office. I can tell you that at least my office is on what is known as a "work slowdown". Since us mortgage processors are not unionized, we have little recourse when huge work demands are made upon us. For example, our average caseload is 80 borrowers! We have got to process 80 different loan files concurrently with no support and no systems training! The only way to "get rid" or move oans off of our "pipelines" is to delete the documents the borrowers send in via fax (which comes right to our in bix, email OR delete the emails directly OR delete the inquiries from the member portal system. (thats where you log in to see a secure message). This is all out war and I am sorry it is you, the member that suffers. However, how do we get management's attention?

I admit, there lso is some bitterness on our part as well- picture this: You work for slave wages at a mortgage company, you are treated like dirt, and expected to meet goals. Now, also picture looking at loan applications all day of you phucking winey cry babies retired at 39 years old with a pension for life! WTF? No wonder our country is in trouble- freeloaders like those members that have NEVER seen combat/war theater. I can understand taking care of our Veterans that have seen battle- I get it. Anyways, just know that you are way way way better off walking in to your local community bank and sitting across from a real person rather than dealing with a remote service center (USAA) that could care less!

Even nowadays, the complaints are the same. Very poor service and not knowledgeable at all. They did not tell us about adding money for energy improvements, they could not help with any analysis on the loan/interest rate/etc. I realize I have a responsibility to know certain things but as a first time home buyer...I was hoping for a little more assistance in understanding terms, loans in general, rates, etc. Very unimpressed. Thankfully, I have found that everything else about USAA is very good...or I would be gone.

I have had nothing but grief from USAA's mortgage services. This the worst company to use to make the largest purchase(s) in your life. They need to come aboard with tcurrent events and the reality of people on the move. I'm retired U.S. Military and have been a USAA member for 28 years. I never thought I'd say this but they need to stick to car insurance and leave the rest to professionals in those respective fields. DO NOT GO TO USAA FOR MORTGAGE SERVICES. They don't know what they are doing, especially with VA loans. Use a local lender you can meet and shake hands with. This retired Warrant Officer knows BS when he sees and experiences it. I will discourage as many active duty personnel to NOT use this lousy part of this company. I work in the field so many folks will go elsewhere.

I have been a USAA customer since 1988. They own my entire life...insurance (life, car, home, etc.), mortgage, car loan, checking, savings, and almost every other product they offer. I have had 3 previous mortgages through USAA without any problems. I considered USAA to be the best in the business until my husband and I bought our retirement home in July of 2011. We did everything asked of us. Called our loan processor (Melissa Garza) almost every day and she always said that she was working on the file. A week before closing she finally decided to really 'work on the file'. Documents that were easy to provide now became an urgent matter. We both took off a day from work and spent the entire day at the computer sending her what she needed. Just before the close of business two days before the scheduled closing on the property we had to come up with $8000. Ms. Garza's supervisor got involved and thanks to his attention we did close on time, with our pockets void of the $8k. I wrote the CEO and several other officers and never received a word in response. We still have everything with USAA and have been very pleased with all their services except that traumatic mortgage experience. About two months ago we decided to look into the IRRRL VA refi at 1% lower than our current rate. A local mortgage servicing company here in Hawaii offered a great package, however, today I thought "let's see what USAA has to offer"...OMG! Their terrible mortgage service is still TERRIBLE! I called the toll free number through PHH (the current mortgage servicing company) and when USAA answered no one said a word but I could hear voices in the background, AND this happened twice. I then called USAA directly and their offer for the refi was close for the interest rate, but the fees were absolutely ridiculous. Guess I'm going with the local company. Maybe it is time to start pulling away from USAA totally.

We are military and have been members of USAA for over 20 years. Recently, we decided to refinance our mortgage. We submitted an online application and the whole process was unprofessional and sloppy. Six months after the refinance we moved. I called USAA Mortgages to update our new address and was told they were a different company that serviced USAA loans. I asked to speak to a manager because the rep would not change my address without a written notice signed by both borrowers. My husband was out of the country and could not sign at the time. The manager would not change the address and told me that was their policy period. She would not give me her last name and only the first name of her supervisor. She said, "Good luck finding out how to put in a complaint" then laughed and proceeded to hang up on me. I am at a loss for words. I wish we would have never refinanced with USAA. It was a major mistake.

Thank Goodness we had a great realtor that USAA recommended through the MoversAdvantage program. She steered us towards a very competent lender (local company) that took good care of us. I think USAA just doesn't have the requisite knowledge to compete in the Mortgage business. They wait until the last minute to do everything which indicates they don't employ enough people to take care of member needs in this area. I will NEVER recommend USAA's mortgage services to anyone and they should worry about that. I work with ALL branches of active duty military members and many retired military civilians each week. I have told more than 100 people that could use USAA to go elsewhere and will do that for years to come.

WOW, so many complaints and no resolution.
I have to say worst experience ever for me. I get a letter saying nothing is right with my paper work and it is under a time crunch to be able to close on time. So of course I am freaking out. (have no where to go with contents of a 6 bedroom home.) Make that times 10 when the processor handling my app. takes a day off and every time I ask a question she says she will get back to me in 24 hours. I finally get to talk to of her going through different people at the bank by telling my story. She is snotty and rude and says you don't have to call me 10 times, I have 24 hours to get back to you. She kicked back the first app because our realtor wrote Dr. for drive. Now all of the sudden all my paper work is lost, I feel like she just smugly tossed it in the trash. Maybe they can give my 2 year old a job. Or better hold their processers accountable for their actions, I am sure there are plenty of qualified people who need a job

getting a mortgage through USAA...
Please save yourself a night mare and go somewhere else.
I have submitted a new loan app, our processor, sends us a letter saying the paper work is all wrong, and we are on a time crunch to be able to close on time. I of course am freaking out with contents of a six bedroom home and no where to go. The processor takes a day off and every time I have a question she says she has 24 hours to get back to me when I clearly don't have 24 hours times 10. I finally get through to her by telling my story to different people at the bank. She is snotty and rude and says I don't have to keep calling her. She then informs me my paper work is lost. I can just see her with all her all smug tossing all my paper work in the trash. She said the paper work my realtor sent her was wrong because he wrote dr. for drive she wanted it spelled out " but when she pointed out is was wrong for her, she said she needed corrections (DR) we are not mind readers. I think the processors should be held accountable. I am sure there are plenty of qualified people who need a job.
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I once thought that USAA was a good bank my husband was active duty we bank with them and had auto insurance through them. My husband is now in the reserves and works full time and also gets partial disability from injuries sustained while deployed.Well a month ago decide to go through them for a mortgage loan which we were doing a VA and the first loan officer never expressed any issues but also didn't have much contact with us at all. Two weeks went by no word of nothing we were still waiting on approval, I send a complaint to the supervisor then the next day contacted by another loan officer who then said this was the first time they were touch our file and that the other loan officer would not be completing the loan that they were. Took one day to find out that the first loan officer had a list of things that we needed that she never told us to get to them then he changes the loan from 1 living in the house to 2 which we didn't know it was like that, because my husband is the only one on the loan. We didn't think this would make a difference other than then he told us that it turned the loan upside down when we added the quoted homeowners insurance. Then come to find out also after he told us this they didn't include his reserves pay at all, and not only that but the underwriters are now refusing to add this income!?!?! WTF? How are you not going to add income? They claim to be so military affiliated and yet we feel like the opposite my husband actually stated he feels his duty to the country feels trampled on right now by them. The kicker is we are like $75 from the required residual income requirement why would they not want to do what they can to get this pushed through?!?!?! We are 10 days from when we are supposed to close on the loan and still don't know if we will or not. The loan officer stated this evening that he was going to try to get an exception for the reserves pay, to me this seems ridiculous to have to get an exception. Even if they get this straightened out we are done with USAA and we will make sure nobody we know goes through them. We thought going through them would be cake since we have been loyal customers apparently that doesn't matter at all, would have been better off going to a local bank.

My husband and I applied for a home loan with USAA earlier this year. He has been a USAA member for over 40 years, and we have always held the company in high regard. Now we're not so sure. The application process with them was utterly awful and included many of the negative experiences described by previous posters: rudeness and disrespect toward the customer, lack of competence and professional attitude, even accusing us of lying when in fact we had been absolutely above-board in dealing with them. We would urge anyone contemplating a home loan application with them to reconsider. After much frustration and dismay, we terminated our USAA application and went to our local bank branch (Wells Fargo). The difference has been night-and-day! Our loan processor was very competent and worked well with us. No problems with lack of communication, attitude, etc. We got the loan in a timely manner and are in the process of moving to our new home, a belated happy ending to what started out as a nightmare with USAA.

Has anyone ever been denied a mortgage or refinance due to sexual or racial discrimination by USAA?

One of their insured, a drunk driver, hit my parked car and left the scene. I decided to call to see why I hadn't received payment why the claim was still open. After being kept on hold, they said that there was some error on their part and that the payment would be sent overnight. If I hadn't called, no telling when I would have received payment.

Like many above said I have been a happy member of USAA for decades. No longer. DO NOT go to USAA for a mortgage. Banking, and insurance ok, but the mortgage experience was dreadful. We first sent them the ratified and signed contract 38 days ahead of the closing date we wanted, but we ended up closing 5 days late as they didn't want to work on the file, and then they "forgot" to FedEx us the closing documents, and they "could not" fax or electronically send them to us.