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Contributor
My husband and I prequalified for a mortgage. We submitted everything requested...we think. We have called and left messages, we have emailed but our assigned loan manager will NOT respond. We are suppose to close in 2 weeks. Hello USA what happened to the wonderful service you provided when I started with you over 20 years ago?

5 REPLIES

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Dear Mrs parker,

 

I regret the inconvenience this has caused you and your husband. I have escalated this over to someone in our mortgage department, someone will be in touch soon. Thank you for posting in the community!

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Maybe when the CFPB regs are put in place (you can file a complaint with them), this type of thing will stop with USAA. Until then people will have to research the companies they use for mortgages (really everything). With what I have been reading, I unfortunately will not consider USAA for a mortgage again. Maybe that is unfair, but a reputation can be destroyed quite easily and trust is very hard to rebuild.

If the service was as it used to be there would be very little need to have a problem 'escalated' after a person has already exhausted conversations with the people in charge themselves. It is sad to see the decline over the last 10 years - which I have experienced myself. Good luck!!
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I checked the CFPB site for USAA complaints (non mortgage). In the bulk of the responses USAA states "company believes it acted appropriately as authorized by contract or law." A few say "complaint is the result of an isolated error."

Go local I guess.
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So the loan manager called me and said the bank changed its mind and will not give us a mortgage. We were to close in 2 weeks. We did everything asked. We paid off numerous old small debts. I really do NOT understand and will not use USA again. I will be closing my checking account ASAP
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Good for you! Go elsewhere and dont waste your time with usaa bank. stay away from usaa bank & i'm moving my retirement accts and insurance elsewhere asap too! hope usaa fails! they were great when i joined many moons ago, but now they're terrible!