To Whom it May Concern:
We were having an ok time with the USAA mortgage department, though our complaints are listed as follows.
For over 17 years, I have been a loyal USAA customer for all of my banking, car insurance, homeowners insurance, car loans, and renters insurance needs. After 12 months of dealing with a uncooperative, dishonest, and inattentive property loss claims adjuster, in the Tampa, Flordia office, with a less than desirable work ethic, we resorted to writing a letter to the CEO, all management officers and the Board Members. The letter ending up being 11 pages with over 60 pages of Claims Center Communications attached thereto. We outlined our claim and detailed the 285 plus days (out of 365 - almost 80% of a year) spent either begging for responses to our requests for action on our claim or awaiting "tomorrow" to arrive (on the rare occasions we were able to receive a response, it was something along the lines of, "I will look at it tomorrow" which never arrived). After transmitting the letter (yes, with all 60 pages plus of attachments) via facsimile and the United States Postal Service to each and every addressee, our claim received high priority attention and was settled and payment received in less than sixteen days from the date of the letter. Unfortunately, it seems that is the only way to receive proper, or even acceptable, customer service - the kind I thought I had been paying for over the last 17 years. Bottom line, formal communication to top management may be the solution to your problem. Good luck!
I am glad to hear your issue was resolved, but I am very sorry it took as long as it did (and with so much work from you). It is our goal here in the community to get issues appropriately escalated, and pass along your comments and experiences to make USAA as a whole better. Thank you for sharing your experience and please do not hesitate to let us know if you need assistance with anything else. Thank you.
Thank you for posting and provide detailed information. I apologize for the confusion and lack of consistent communication. If you could please message us here with the best way to contact you, we can get a specialist to look into your situation and get your answers immediately. Thank you again for taking the time to post about your experience.
Update as of 11/10/2014: I received a call from a USAA Advocate, and later that day I received a call from the Mortgage Department with a notification of a refund of my deposit. They also apologized for the mis-communication. Due to the poor-timing of the appraisal cancellation, some thought the deposit was used for the appraisal when in actuality it was not. Thanks USAA for your quick response.