USAA Mortgage Services are the WORST. EVER.

USAA Mortgage Services are the WORST. EVER.

[ Edited ]

SF RN's avatarSF RNNew Member

My experience with Tiffany XXXXX and Juan XXXXXXX at USAA Mortgage Services was life scarring. I was treated with mordant contempt by both of them and was left no recourse.

I was happy to submit an online application for a USAA mortgage, knowing I have excellent credit and have been a USAA member for many years.  I was contacted by phone by an affable gentleman who kept me on the phone, on my wedding anniversary for almost two hours, asking deep and personal questions, after which he congratulated me on my approved mortgage.

As a busy Emergency Department RN, you can imagine that I have very little time to conduct non-work activities whilst on duty. I was soon dismayed when I started to receive multiple voicemails from Ms. Tiffany XXXXX with an escalting tone, pitch and squeak as she demanded that I contact her IMMEDIATELY as it was IMPERATIVE that I provide the same answers to the same question I had provided during the application process.

Ms. Tiffany XXXXXwas rude, dismissive, scurrilous and mordant toward me regarding my pre-approved mortgage application. Ms. Tiffany Green has an over infalted interpretation of what urgency is. She is a second rate, mediocre mortgage processor who deals with paper. I deal with saving lives and was shocked when Ms. Tiffany XXXXX had the audacity to insist I remain speaking to her whilst she beratedme for my lack of understanding regarding the mortgage process while sick patients required my help. I was forced to put the phone down to save someones life and when I returned to the phone Ms. Tiffany green had not even paused in her vile castigation.

I contacted Ms. Tiffany XXXXX's superior - Juan XXXXXXX. I was given lip service, promised follow up and than abandoned to feel reprimanded for a sin I did not commit. I was denied my mortgage on a Thursday - AFTER I was already under contract despite being preapproved. Then I received a FedEx package on Friday evening with mortgage approval paperwork with additional imperative disclosures advising me that action was needed IMMEDIATELY!!! I called, and was unaable to contat anyone because it was the weekend. On MondayI was told that it was all a mistake - the approval paperwork should never have been mailed to me through overnight delivery.

The emotional roller coaster I was put through by Tiffany XXXXX and Juan XXXXXXXat USAA Mortgage Services was unacceptable. The fact that at no time have I been able to contact anyone to express my dissatisfaction makes it more poignant.

Do yourself a favor - learn from my emotional suffering, wasted time and efforts and the trees that were butchered to send me reams of mortgage documents that served no purpose. Get a mortgage through Navy Federal. I did.

Re: USAA Mortgage Services are the WORST. EVER.

BrianaHartzellUSAA's avatarBrianaHartzellUSAACommunity Manager

SF RN,

I would like to start by apologizing for the service you received. I can understand your frustration with the conflicting communication from the mortgage application team. We would like the opportunity to review your situation to see if there is any way to accommodate your needs and rectify this situation; a specialist will be in contact with you shortly. Thank you for bringing this to our attention.

Re: USAA Mortgage Services are the WORST. EVER.

spqr1977's avatarspqr1977New Member

I couldn't agree more. We just went through something similar on a refinance and it was horrible.

 

We sent a detailed letter to the director of Mortgage Service Mr. Scott Loftin scott.loftin@usaa.com and he did get back to us, you may want to do the same.

 

I do not intend to use USAA the next time we need to refinance or purchase a home, they were appalling. Our mortgage processor was a nightmare to deal with.

 

Feel free to contact me and I will send you a copy of the letter we sent Mr. Loftin for reference.