I have been a member of USAA for close to 20 years. Recently married, I convinced my husband to join for banking and insurance purposes. "Their customer service is outstanding" I told him. Naturally, when it came time to buy our first home, I said "We will use USAA." He agreed. NEVER IN MY wildest dreams could I have imagined the mistake we made in going through USAA for a mortgage. Our mortgage processor has been very slow in returning our calls and emails. SHE only returns our calls and emails after we bombard her daily - we shouldn't have to do this! Our closing date has been pushed back TWO times AFTER we were asked if we wanted to close "early." Both my husband and I have exceptional credit and a solid financial base - so much so that we were approved for a loan much higher than the current purchase price.
What's the hold up? I own a 1/4 of a home which my sister is currently in the process of buying me out of... She has had the house assessed, papers drawn, excellent credit herself. Not to mention, SHE IS ALSO GETTING HER LOAN THROUGH USAA. My husband and I will most likely lose this home because we've already asked the sellers to move back the closing once. I can't blame them. I wouldn't want to sell to people that keep pushing everything back either! Again, we had submitted all of the required documents in a timely fashion yet will likely lose this home because many people did not communicate with us or our Realtor who made multiple reports herself.
Again, I have always been a proud member of USAA. However I would not recommend this mortgage department to anyone.When you always, have exceptional service with a company - a company that prides itself on excellent customer service - it's disheartening to be put through this process. If I was this unprofessional at my own job, I would be fired.
I should have read all of the other community blogs regarding USSA mortgages. Call it naivete when all of my other experiences have been stellar but I feel like a fool.
Bistline_S, thank you for posting in our community. Buying your first home should be an exciting experienced, and we regret to hear of the frustration and disappointment you have experienced. I will be engaging a business specialist to review your concerns and follow-up with you. Thank you for taking the time to reach out this evening. -Meredith
KC Marine Reservist, thank you for reaching out to us. We understand buying a home is a huge life event and we want to be the provider of choice for our members. I have shared your feedback with the appropriate team and they will reach out to you as soon as possible. - Janay