I am so sorry for the lack of communication and return of phone calls. It is not the service you deserve or how we want your experience with our mortgage department to be. We would like to get you in contact with a specialist who can address your concerns. Please email us with your member number and the details you provided above at firstname.lastname@example.org. We look forward to hearing from you.
Thank you for posting.
Just an update....
I emailed the address that was provided and surprise, no response.
I continued to call the ONLY representative who can actually work on my particular loan. (What I didn't mention in my original post is that this in an assumption. I'm assuming an already existing loan.)
I finally got a hold of someone, who was very nice and sympatheic. I explained to her my frustrations and that how is it possible that there is only ONE person to do a job and if he is THAT busy (which she didn't indicate was the issue) then they need to hire someone else.
I then sent some additional documents and she did something that the other rep didn't, actually acknowledge the receipt of the documents instead of leaving me to wonder if they got them and if they were correct.
We shall see what will happen next. I still have lost a lot of faith in USAA.