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I have been very frustrated in the refinance process with the USAA contractors.  Paperwork errors and mistakes. Lack of communication (returned calls or emails).  I made an easy mistake and applied for a refi of my 30 yr VA loan to a 15 yr loan but put my wife as a co-applicant not knowing this was a no-no as she was not on the original loan.  Now things have spiraled out of control with half the documents from that rejected application mixed in with stuff from the 2nd application....and NOW my agent isn't returning emails or phone calls for  4 working days. Supposed to close October 6th! Left voicemail with "supervisor" who's voicemail insisted he would return call within 4 hours....ha! I have been a USAA member since 1982 so I am used to superior service.  If I had received this kind of service when I started with USAA I would not be a member now.  I will be very hesitant to expand any business relationships with USAA...I may already have too many of my eggs in one basket.... given this level of service.

3 REPLIES

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Eric1976,

We are glad you have your eggs in our basket and want to make things right so you keep them here! We would like to get a specialist in touch with you to solve the service problems you are experiencing. If you could please send us a message using the email address socialmedia@usaa.com with the best way to contact you, we can make sure everything is in line to get your closure done on time. Thank you for taking the time to reach out to us in the community, we look forward to hearing from you.

 

Thank you

 

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Briana,

The apparent link in the word "form" takes me to this page: https://communities.usaa.com/t5/Money-Matters-Discussion/Seeing-18-months-of-data-under-Track-My-Tra... which is obiously not a form.

Most of my contact information is in my member profile.  A cell phone call would be appreciated.

My mortgage specialist is XXXXXXX XXXXXXX and his supervisor XXXX XXXXXXXX (who promised a return call within 4 hours on his voicemail message) have still not returned any phone messages or emails since my post.

Good Luck

Erik

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Erik,

 

We just updated the link to provide you with our direct email address here in social. Your profile here in the Community is not attached your member profile/account. Please email us at socialmedia@usaa.com with your contact information and details and we will forward to the appropriate team member for quick action. We hope to hear from you soon.

 

Thank you,

Wendy