I appreciate the time you have taken to reach out to us in Community. I have passed along your concerns to our mortgage department. They will be reaching out to you in order to further assist. Thank you.
I echo your concerns. After being bumped from December 15 to the 28th for a closing date, I am also concerned that closing will not occur on time. Apparently the only way to get a response out of anyone at USAA is by posting here. However, I'm not convinced the response is worth anything. I truly hope the problems with the mortgage department do not spread throughout USAA, as I too have been a loyal banking and insurance customer for many years.
Hang in there, your new home will be worth it.
Not sure how much of this is process, how much is training, and how much is USAA versus other lenders but I do not necessarily think the grass will be greener at another bank. USAA ultimately came through for us but it was a nerve wracking ride to get there.
I would urge USAA to make sure their processors are proactive about anything that may trigger another set of questions or requirements or document deadlines from/for buyers. There should not be surprises and unnecessary delays for anyone.
Managing expectations is HUGE - in fact it's probably the single most important part of the home buying process.
And it's true with anything in life - why does anyone get upset? Because of poorly managed expectations - they are led to believe something they later learn isn't so (or can't happen yet, i.e. a closing date) even if they've acted in good faith.
Why wouldn't USAA members form expectations based on what USAA employees of any department are telling them? Isnt' that what USAA wants?