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Mortgage Process Problems

Mortgage Process Problems

LeesaPetty's avatar User  LeesaPetty  (Opens a pop up layer) Frequent Visitor

I have read several comments about people having issues with USAA's mortgage process. I am having the same issues. I have sent in all of my required documents, just to get an email from my processor that I needed to send in documetns that I have already sent her. She didn't order my tax returns, which is why I signed the IRS form in the first place (if I had them then I wouldn't have returned that form!). Then my file came back from underwriting needing the same documents that I have already sent her TWICE! I am just worried I am going to miss my closing date. Oh and not to mention I can NEVER get her on the phone and now she is on leave and her co-worker is handling my file. I have called and emailed him as well and have yet to receive a response. My question is....HOW DID YOU GET SOMEONE TO PROVIDE ASSISTANCE? and be reassured that your stuff is going to make it on time to closing?

Re: Mortgage Process Problems

FSCS's avatar User  FSCS  (Opens a pop up layer) Occasional Visitor

SAME PROBLEM here, read my post from today.................

 

Re: Mortgage Process Problems

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FSCS's avatar User  FSCS  (Opens a pop up layer) Occasional Visitor

In the process of buying our third home in the last 10 years, and went with USAA again and even are using the home circle home buyers program for the first time. DO NOT EVER use this program.

 

We have already missed our closing date, and can not be given a new one, as a result my family as the buyers and the other family who was selling are now in a homeless status. This is great timing as I have children to register for school with no permanent physical address.

 

I am on day five of waiting for a call back, everyone goes to voice mail, no one will even call my Realtor back who is an authorized Home Circle realtor?

 

**JASMINE XXXXX, JASON XXXX, PAMELA XXXX, AND THE SUPPOSED SUPERVISOR NAMED MARIA @ EXT 28957(WHO AS OF TODAY AS A NO LONGER A RECOGNIZED VOICE MAIL BOX MESSAGE)  YOUR CUSTOMER SERVICE SKILLS ARE ON PAR WITH THAT OF THE TEENAGE MOUTH BREATHER WORKING THE COUNTER AT A FAST FOOD RESTAURANT**

 

Customer service is aweful, actually it is down right XXXXXX, I would rather communicate to a call center in a third world country.

 

There is no communication, my processor or handler has changed at least a dozen times. When someone does finally get a hold of you they request some more documents that you have already sent in that they can not find.

 

THIS NIGHTMARE WILL NOT HAVE BEEN WORTH THE CASH BACK BONUS.

 

Never had these problems using a regular realtor.

 

Couple this with the PCS move and switching over car insurance to another state that took the entire Month of May to complete I am currently shopping around for another financial institution.

 

USAA use to be great, however they are reverting back to the investment and life insurance peddlers that were somewhat predatory to service members back  in the 80's and 90's.

 

20 years service, 14th and last year with USAA!

 

With the 1000's of people from all services I have connections with I WILL NEVER recommend USAA products or services to them again.

Re: Mortgage Process Problems

BrianaHartzellUSAA's avatar User  BrianaHartzellUSAA Community Manager

LeesaPetty,

I wanted to check in and get an update on your situation. Please let us know how your closing went and if there is anything we can do for you. Thank you for posting in the community!

Re: Mortgage Process Problems

BrianaHartzellUSAA's avatar User  BrianaHartzellUSAA Community Manager

FCFS,

Thank you for sharing your experience. There are not sufficient words to apologize for the terrible experience you have had. While I cannot change what has happened in the past, we would like to get someone in contact with you to make sure you have everything you need now, or to see if we can salvage your relationship with us. We truly do appreciate your service and membership. Please fill out this form with the best way to contact you. In the meantime, I have passed your feedback along to the appropriate area. Thank you again for posting and we look forward to hearing from you.

Re: Mortgage Process Problems

Tandy1's avatar User  Tandy1  (Opens a pop up layer) Visitor

Same here, what a nightmare

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BrianaHartzellUSAA's avatar User  BrianaHartzellUSAA Community Manager

Dear Tandy,

I have responded to your other comment here. Thanks you for posting.

Re: Mortgage Process Problems

LeesaPetty's avatar User  LeesaPetty  (Opens a pop up layer) Frequent Visitor

Briana, my apologies for just now responding. I never received the notifications. Anyways, yes we did close but not without incident. My experience at closing was just as awful as the whole process. We were supposed to close at 0900. We finally finished the day at 1800. The title company stayed late for us. The mortgage department at USAA has continuously went downhill since 2008. While I will never use USAA again to buy a home I do hope that all of these comments from people who are not being treated properly do not fall on deaf ears and something is actually improved. Whether you need personnel/supervisory changes or a complete system overhaul something needs to be done because it is definitely broken. Unfortunately the same exact thing just happened to a couple of friends of mine (I told them not to use USAA because of my experience) except they didn't get to close, they completely missed their closing date and lost all of their money used on inspections and earnest because the sellers did not want to change the contract. Now they have moved on to a new financial institution and are closing in a couple of weeks and told me "we should have listened but we thought USAA would be good to us". It's sad and I know there is nothing you can probably do to make things change (I have friends who work in corporate complaint departments) but I do hope you can get this information to people who can make change and who actually care about their customers and not just numbers. It's obvious that nothing has made it to the people who care (if there are any) because the same exact things are happening today that happened to me over a year ago.

Re: Mortgage Process Problems

BrianaHartzellUSAA's avatar User  BrianaHartzellUSAA Community Manager

Dear LeesaPetty,

Thank you for following up and sharing your closing experience. I have shared your comment with the mortgage department. We truly appreciate your feedback and are thankful for the opportunity to improve from comments like yours.

Thank you

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jd01904's avatar User  jd01904  (Opens a pop up layer) Contributor

Same responsiveness problem here, Leesa. I hate to have to call people out but our processor has also been nearly unreachable. No return phone calls when requested. And one word email responses to legitimate emailed questions. As if buying a house wasn't stressful enough. I do understand and can appreciate that the people in this department may have heavy workloads. All we're asking for is a couple of minutes to be reassured that all is progressing as it should.

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