We certainly understand your frustration. We apologize that our representative has not followed up thus far. We do value your membership and want to ensure you receive the callback with the mortgage information you needed. If you can please email us at firstname.lastname@example.org, include your member number and situation. Again, I am sorry for the inconvenience.
I experienced the same with USAA when refinancing a home, also I had a bad feeling as well from the start. Why, because so many negative reviews. Also, I wrote a review and it was never published, so I can imagine evern more problems with USAA Mortgage department. Fortunately, for me I found a better product that worked for my family.