I have been a USAA member for over 25 years and have been very happy with USAA until I dealt with the Home Equity loan group. The process takes much longer and requires more paper than what is repesented by their employees. In addition their employees are the least customer friendly of anyone I have talked with at USAA. I would rate my experience as very disappointing.
I too am disappointed with the "new" process. Attempted to refinance a USAA Home Equity Line of credit and it has taken forever. Numerous issues. The appaiser they sent out was rude - I refuse to have him back on the property. Tried to safeguard our privacy and finally told USAA to close my request. I'll go elsewhere. Have been a USAA member for more than 30 years. Definitely going down fast.