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i love USAA for banking, auto loans, insurance, but we will NEVER use them again for our home mortgage loan. This was the second home we bought in 10 years and both times have been the terrible and have actually gotten worse the second time around and we haven't even closed on our home yet. Having learned from the first bad experience, I chose to fax AND Mail all required documentation back to USAA. Then our loan originator, calls stating she needs more documents then what was in the packet, proof of receipts of bills paid, a letter to the explanation of why we don't pay child care, marriage certificate, a signed letter explaining why my wife now lives in the location my orders are too for PCS and why I am still in my old duty station. I mean for a military friendly institution that should be obvious why. My wife moved down early for her job XXXXXXXX. Then 3 weeks to closing dad, they call asking for even more documentation then before delaying our closing dates. These idiots care now going to cost us all our earnest money because they cannot get their act together. Thankfully our realtor was amazing, got us a new bank who can close in 3 weeks and didn't require half the documents they wanted. We have the same interest rates, same VA loan, keeping us up to date and has their acts together. Let it be warned to all military, USAA is great for everything except banking. Their underwriting department has a bunch of bs guidelines that no other major bank has.

7 REPLIES

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Dear AF4life,

I cannot imagine how much additional stress this has caused during your PCS Process. I have escalated your comments and a member service specialist will be in touch shortly. Thank you for taking the time to post here in the community.

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What new VA loan did you find? We're having the same problem.  We uploaded all our documents, now we're told there's a problem and we have to dig through all of our boxes and bins to try to find all of them.  This is ridiculous!  Time to find another loan.

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Dear armymomandwife,

I have escalated your comments and a member service specialist from mortgage will take time to review your file and reach out shortly. I am sorry for the inconvenience this has caused you.

Thank you

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I agree!  We had very bad customer service with our home loan.  I had to virtually harass our mortgage contact person DAILY to ensure we would close on time. very disappointing and I really have no desire to use USAA for another mortgage at this time.  They need ALOT of improvements with this part of their services.

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Dear HoustonTXUSAFRetired,

Thank you for taking the time to share your experience. I have sent your feedback to our mortgage department for further review. Thank you again for commenting.

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I can’t agree more with you. I like them for car insurance. But for mortgage it was a disaster. I started an application with them and all the sudden I have all these questions and scrutinization (scrutinize) that were asking me and requiring more documents. Keep in mind I went through a mortgage application before with Navy federal and it was smooth ride. So I just called my agent (USAA) and told him what is this? And I just told him to cancel the deal even if it meant that I would lose the application fees. Now I'm mortgage free. Thanks to my genius move to stick with Navy Federal.

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Dear DK2,

While I am very glad to hear you are pleased with out car insurance, I am sorry to hear your experience with our mortgage department was unsatisfactory! I have share your comments with out mortgage department so we can take a better look at your situation and hopefully improve our services for the future. Thank you so much for taking the time to comment here and share your feedback, we truly appreciate it.