I have to agree. I've been with USAA for 25 years and never had any complaints until I tried (and still trying) to refinance my home loan. My parents, USAA members for over 50 years, warned me that it was a nightmare when they refinanced their home but unfortunately I didn't take their advice. At this moment I am on hold on the phone AGAIN. I can't access my Document Center to Esign documents and it says to contact customer service but gives NO contact information. Not an email, not a phone number, nothing. So I called the USAA mortgage center as I have numerous times during this process and I've not been on the phone for 38:21 minutes while someone tries to figure this out. And they can't get me in contact with my assigned mortgage person because there is no phone number for her. I was originally supposed to close on this loan no later than Dec. 3...today!! But due to the complete lack of organization and the unbelievable lack of accurated contact information I may not even close before my locked in percentage rate is no longer locked in. I will say that everyone I've spoken with (and believe me, I've spoken to many, many people at USAA) has been very courteous however my patience runs out when each call involves me being passed to 15 different people and taking up literally hours for each call.
I didn't take the advice not to refinanace through USAA but I will be sure to let anyone else know that they are better off either going with another bank or just paying the extra money each month at their current rate.
Thank you for taking the time to provide your comment here in Community. I have passed this over to the mortgage department, and they will be reaching out to you in regards to your concerns. Thank you.