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I didn't believe all the negative reviews about USAA's mortgage department, but alas I know believe.

This is my first time buying a house, I have been a loyal member for years and I have excellent credit.

I can't get over the sheer lack of response by the representative. It appears he is the only rep I can deal with and getting information from him is maddening.

He never actually answers his phone and I leave message after message. Email is slightly better, but he is still unresponsive.

I don't understand why USAA allows for such shotty service. I really regret dealing with USAA in regards to this and for all the people considering using them, you've been warned!!

5 REPLIES

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That's unfortunate. I've been with USAA 19 years and have never had a bad experience with them. We used them to buy our first home and it was a great experience. They were there for me every time I've had an unfortunate situation happen such as car accident, home robbery, home flooding, etc., and have always been very responsive, professional and understanding. I'm sure if you give them constructive feedback they will work to improve their service to you and future customers. I hope things get better for you.
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hmm..i asked to speak w/supervisor and told "theres nothing they can do for u"...vrry dissatisfied
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Dear Dkillian08,

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 socialimedia@usaa.com. We look forward to hearing from you.

 

Thank you for posting.

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I tried to communicate problems to USAA email before and got no response.

 

Go fix your own problems and stop wasting so much money on advertising

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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.