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I come from a family of 8 - all of which have been loyal USAA members for decades. Combined, we have been using USAA for nearly 300 years. I had no idea how one department could jeopardize my whole family' relationship with their company. I decided to take a leap...
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7 comments
Anonymous
#686099

I had a similar experience. The information I provided over the phone was completely garbled by the time it was printed on the app.

I called to correct these gross errors and USAA said "Okay, I will change them if you really want". Two weeks later he called and was still using the old incorrect data. One week before the closing he says it will be "close" as to whether we get approved...long after telling us no sweat and ignoring three major income sources.

We were not sure of approval until the actual day of closing. What a nightmare.

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ID
#212553 Review #212553 is a subjective opinion of poster.
Location
Frederick, Maryland
Service
Usaa Banking Service

USAA MORTGAGE PROCESSOR NO ENGLISH

My VA Mortgage Processor screwed me!! I am doing what I thought was an easy loan. A VA interst reduction loan. My Processor, who was a "temporary" employee only did not speak anything other than Spanish and I could not understand her! She was beligerent and mean. She sent me a decline letter for no paystubs, however no paytubs are required for this type of loan! What an incompetent ***! Of course,she is in San Antonio so I am willing to bet that she was most likely an illegal mexican! The "thug" "supervisor" Yolanda is a piece of work too. She defended her poor perfomance. She herself could barely speak anything other than "eubonics" so that tells you something. I am not being racist here. i am simply stating a fact. Due to this mostake, I now have a mortgage late. I actually have retained legal counsel on this.
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10 comments
Anonymous
#469895

I speak perfect English as a USAA Processor, but the comments about my co workers in San Antonio are very true- They do speak English, but it is so very difficult to understand. The key in this job is to be a great communicator and, in the name of "political correctness" the sub par mortgage processors of hispanic desent, are clearly put in positions they do not qualify for. This is NOT racist!!

Anonymous
#428097

I am a current USAA mortgage processor for both the VA and conventional lines of business. I am the first to admit that all the negative comments about the USAA mortgage process and processors are, sadly, correct.

For starters, my co workers were recruited from largely from day labor agencies- that's right, your "loan representative" may have been laying brick or drywalling one day and next day that person is "processing" your mortgage!! Also, we (yeah I admit, I take part in this) make key documents "disappear" if we were having a bad day. For example, a purchase contract or an appraisal can disappear EVEN if you, the applicant keep sending in documents :-) Additionally, voicemails get deleted without getting heard, and emails too (from you, our member). This happens because we resent having the weight of the world on our shoulders while the team leads and Underwriters do almost nothing!! I have caused many closings not to happen- especially purchases when we have the authority to delete entire loan files!

Also, because we are the point-of-contact with the appraiser, title companies, etc., we routinely ask the appraisers to "low ball" the appraisal so the deal falls through. Now, before you start getting all mad at me, please consider the following: If a loan is denied for low appraisal, it is AWESOME because that file falls off our caseload. If the appraisal does come in where we need it to, then it creates a MASSIVE amount of work for us!! It SUXXXX!!

USAA mortgage does not provide us with training and we largely "make it up" as we go along. We do not try to create a bad member experience; however, due to the fact our caseloads aAre so heavy, we do anything possible to "kill" a deal. It sounds horrible, but afterall what would you do if you were one of us?? We don't earn barely above minimum wage and we are 100% "contracted" labor. In other words, we are "temps" and we have no benefits and are expendable!

Make up your own mind if you want to deal with USAA Mortgage- you now have all the facts!!

Melissa K

Anonymous
#383991

USAA does not hire "illegal" immigrants and to even suggest that is simply absurd. The complainants above are confusing "Spanish accent" with "speaka no English".

I sometimes have difficulty with that myself since I do not confront accents often. Be patient, folks.

If you respond rudely, you will get, in time, rudeness in return. Send a letter/email to Joe Robles, USAA CEO, and I'll assure you a "speaka English" associate will contact you.

Anonymous
#359681

I find that customers who have bad experiences...example...dozer says his mortgage processor, who spoke NO English mind you, was beligerant and rude.....are the rude ones. I imagine Dozer was rude and beligerant to the mortgage processor.

Most people who have bad experience are the rude ones. This woman probably spoke English with a heavy accent and Dozer says she spoke NO English.Dozer i think youre probably a bid, fat, ***, redneck, inbred, backwoods liar!

Anonymous
#359678

I have had a couple of less than satisfactory experiences at usaa, but i find it had to believe you spoke to someone who spoke No English. How did you figure out that the employee was a contractor or that they didnt know the definition of the word "mortgage"? Sounds like a big exaggeration and i have little respect for that.

Dozer
#294098

4th Closing date, 3rd processor, getting no where. Sellers about to back out, USAA knows it, but still moving like slugs.

If you are reading this. Trust me, Do not use USAA Mortgage. My realtor told me to go with this bank in town. I said, I would go with USAA, they are good with stuff like this..HAAHAHA..Little did I know, that the mortgage dept.

is totally worthless. A waste of time. I speak from experience. You will regret it when you are weeks past the original closing date.

You need to go somewhere that you can walk into. There are alot of banks that are VA approved lenders. They will have you done in no time. I am on my 4th closing date, sellers want to back out.

Faxes are lost, emails are buried. You know, the email that has the important info they requested one day before closing, and now your closing date has been pushed back, again. You will not be able to get your processor on the phone. You need to use extension 78466, and they will instant message your processor, who will message them back.

HOW??, so, the processor doesn't answer the phone when you just called,even though they are right there. NOPE! Also, they will call at the end of the work day, to give you some info, so that it will have to wait till the next day, so that you can send them the bank statements they lost, for the 3rd time. Hello, check your email.

Its still in your *** email...duhhh! I have chosen to go with a different bank now. The one my realtor told me to use from day one. One that I can walk into, right down the road.

My paperwork, all of it, is currently sitting on the underwriters desk.

All they are waiting for is USAA for the appraisal documents. And its a done deal.

Anonymous
#225899

The whole no english thing as posted by Simon is right on the money. I had the same experience.

NO SPEAKA ENGLISH is my Processor to a T! I do not understand why USAA, a supposedly "American" company, hire illegal immiegrants? I do not understand at all. I am from Indiana and believe in americans first!

As a side note, my loan never got closed. MY Processor was rude and never did call me back

Anonymous
#219078

Well for someone who is complaining about another peron's English, you should know that "No English" is not using proper English. The proper term is "does not speak English. Also there is no such word as "mostake" did you mean mistake?

Anonymous
#219077

Well for someone who is complaining about another peron's English, you should know that "No English" is not using proper English. The proper term is "does not speak English. Also there is no such word as "mostake" did you mean mistake?

Anonymous
#219059

I agree with Lisa. I have the same problem- definately no speaka english is all the rage at USAA mortgage services.

My processor told me that he had been on the job for 2 weeks, he was also a "contractor" and had never had mortgage experience and did not even know the definition of that term even!

I cannot believe it!! I am also making it my mission to try to warn others as well.

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ID
#207674 Review #207674 is a subjective opinion of poster.
Location
Bellevue, Washington
Service
Usaa Mortgage

USAA should monitor this processors

I have had nothing but trouble with USAA mortgage services and I have been a loyal banking customer for years. I look to USAA because I am a veteran and they specialize in veteran Financial services. However, after going through my new home loan process with a processor that can't communicate to save her life, I decided to do some research. AND ... *drum roll* Look what I found by googling my loan processor - her FaceBook page - where she complains about USAA mortgage clients. http://www.facebook.com/permalink.php?story_fbid=152223****81554&id=100000****38020 Really hope she gets moved into a new, lower position because there is NO WAY she should be dealing with clients. This going to be fun when I show this to USAA.
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6 comments
Manna
#221172

UPDATE - don't know if my processor got canned but they took her off my case. Also her FB page is no longer open to the public but I took screenshots as did my agent.

Last week, the CFO called me WOW!

I really like the customer service aspect of USAA but the mortgage section is a wreck! I took my loan to US BANK and no problems!

Anonymous
#212767

My VA Mortgage Processor screwed me!! I am doing what I thought was an easy loan.

A VA intereste reduction loan. My Processor, who was a "temporary" did not speak anything other than Spanish and I could not understand her! She was beligerent and mean. She sent me a decline letter for no paystubs, however no paytubs are required for this type of loan!

What an incompetent ***! Of course, it is San Antonio we are talking about so I am willing to be that she was most likely an illegal mexican!

Anonymous
#211740

Not sure if USAA got to the processor but her page is no longer visable to the public.

Anonymous
#210520

Yeah, well at least your processor could at least speak English!! My piece of *** Processor was some guy from God knows where (probably San Antonio) Its a combination of Mexican and some other unknown dialect. Of course what do you expect in corporate america except politically correct hiring and to *** with the customer!!

Anonymous
#210300

Send a link to her FB page to USAA and also, contact your local news stations. The media loves this kind of stuff as much as a cockroach loves crumbs. Well the media and cockroaches are about one in the same but, using them may work to your advantage.

Manna
#210254

In case you can't open the link, it says:

Nicole Malec is "so IRRITATED by dumb *** ppl!!!! Hmmmmm do I give a s*&^ if you get into your new home on time..............ummmm nope cuz all y'all want to do is complain so all of my empathy/compassion for u was left at the corner of I don't dive a S&%$ and F*&@ Off!!" October 7 at 2:09pm

And that is a PUBLIC FaceBook page?!!?

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ID
#206752 Review #206752 is a subjective opinion of poster.
Location
Lake Stevens, Washington
Service
Usaa Loan

USAA mortgage - horrible

We found the house of our dreams and wanted USAA for our mortgage. Sadly, we got the worst USAA VA loan processor possible. Besides the fact that it took her two weeks to contact me (even though I called her multiple times). It took me contacting her manager to get her to pick up the phone. According to USAA management, you go to the back of *** when they resubmit your documents to underwriting. In fact, my agent was told that USAA "does not sit around waiting for the documents as [they] have many other loans to look at". Needless to say my agent was extremely upset with the tone USAA took with her (let alone them pushing my closing back and back and back). I thought USAA would be great to work with, especially since I have checking, savings and a credit card through them with no trouble. The mortgage department is a whole different world. They act like they are doing you a favor. My business is doing them a favor. I am shocked and disappointed that USAA would treat long time customers like this. I am considering pulling my loan and going with Bank of America. 35+ days to close on a 20 day contract, still no closing in sight - USAA has asked for another 7 day extension to close and a loan processor that won't return calls or e-mails. SUPER!
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5 comments
Dozer
#294096

4th Closing date, 3rd processor, getting no where. Sellers about to back out, USAA knows it, but still moving like slugs.

If you are reading this. Trust me, Do not use USAA Mortgage. My realtor told me to go with this bank in town. I said, I would go with USAA, they are good with stuff like this..HAAHAHA..Little did I know, that the mortgage dept.

is totally worthless. A waste of time. I speak from experience. You will regret it when you are weeks past the original closing date.

You need to go somewhere that you can walk into. There are alot of banks that are VA approved lenders. They will have you done in no time. I am on my 4th closing date, sellers want to back out.

Faxes are lost, emails are buried. You know, the email that has the important info they requested one day before closing, and now your closing date has been pushed back, again. You will not be able to get your processor on the phone. You need to use extension 78466, and they will instant message your processor, who will message them back.

HOW??, so, the processor doesn't answer the phone when you just called,even though they are right there. NOPE! Also, they will call at the end of the work day, to give you some info, so that it will have to wait till the next day, so that you can send them the bank statements they lost, for the 3rd time. Hello, check your email.

Its still in your *** email...duhhh! I have chosen to go with a different bank now. The one my realtor told me to use from day one. One that I can walk into, right down the road.

My paperwork, all of it, is currently sitting on the underwriters desk.

All they are waiting for is USAA for the appraisal documents. And its a done deal.

Anonymous
#226922

I agree whole heardtly, thsi has been the worst service I"ve ever received from USAA or their affiliates. I can't believe they are still holding a contract with them.

I have had a case with theprocessingcenter.com since 23 Sep 2010!! it's now 21 Dec 2010 and I still have yet to close. I am literally on the phone with them now and still getting the run around. They are probably going to 'schedule' adn I use that term loosely, cause they have said this five times prior to this one (literally), but this time I'me calling USAA back after I get off the phone and let them know what's going on.

:( :( I'm so upset over this that it's ridiculous. :(

Anonymous
#219586

USAA members are nothing but babies. Sure you served our country as I did but I'm not about to go and try and find a processor on Facebook and then "tell on them" just because she can't accurately communicate or because they don't call me right away.

BOO HOO!! Have you ever considered that USAA Mortgage Processors have over 50 other loans they are dealing with? Blame the company, not the processor. Customer service is one thing but common courtesy is another.

If you didn't like the processor you should have requested another one, or request to have their supervisor process your loan, or just go with a different lender. USAA charges more on their loans than most other banks (and even more than brokers)...why go with them in the first place? Because of their customer service?

Do your research; USAA does not have good customer service or rates. I'm surprised people would put up with paying more and receiving less than average customer service just to be "loyal"!

Anonymous
#211195

I am with you on that!! When I call for a status on my VA refinance, my processor barely can form a sentence in English and is also very rude.

She will never return a call either. On 1 loan, this is my 4th processor assigned! None of them could speak very good english neither were they kind.

Nothing against Mexican American people- however, in business, you need bright, articulate, knowledgeable staff that communicate kindly and effectively. I give up AND I also will be contacting Clarkk Howard to tell him my disgust!!

Anonymous
#210485

My VA Processor, a young mexican woman that I could not even understand (broken English) scorned me and took a horrible tone with me about wanting to withdraw my loan for a VA refinance. I forgot to put some papers in the mail and she was to the point of yelling at me on the phone. I am sick and I am going to the TX Department of Financial Institutions AND Comptroller of the Currency about this abuse I took!!

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ID
#206605 Review #206605 is a subjective opinion of poster.
Location
Elizabethtown, Kentucky

USAA Mortgage Services

I am posting this to warn everyone I can to avoid USAA Mortgage Services. Time Line: 1. USAA 3 weeks ago told me that they needed nothing else from me. 2. 4 Days out from closing, I found out my Mortgage Processor changed, USAA did not notify me. I found out by calling the old processor and listening to her voicemail (because they do not answer their phones until after 5pm EST), voicemail states that she is no longer processing loans. 3. Next day, USAA contacts me saying they need more information, I reply to them with what they need within the hour. 4. Day before closing, USAA started working on my putting together my loan by a new processor 5. Day of closing (Fri), can not get in contact USAA, I have no idea what is going on. Lawyers/Sellers/Agent contacting me, asking if I have heard from USAA, because USAA will not return their calls. Closing does not happen, I am homeless for the weekend. 6. Sat, USAA calls me and says the loan is approved and closing docs sent. 7. Arrive at Lawyers office at 3pm Monday, Lawyer sent HUD at 10am still has not received approval, money-wire is no where in sight. Loan numbers do not match what I signed, USAA incorrectly puts the loan amount 1,100 dollars less then what it should be, causing more out of pocket costs for me. I again, find a hotel, homeless. 8. Tomorrow? Who knows what USAA has planned, everyone has done their job on this purchase except for them. I will do my VERY best to deter anyone I come in contact with from ever doing a mortgage through USAA, they do a great job at every other service they provide but they have lost my business on any future Mortgages.
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6 comments
Dozer
#294095

4th Closing date, getting no where. Sellers about to back out, USAA knows it, but still moving like slugs.

If you are reading this. Trust me, Do not use USAA Mortgage. My realtor told me to go with this bank in town. I said, I would go with USAA, they are good with stuff like this..HAAHAHA..Little did I know, that the mortgage dept.

is totally worthless. A waste of time. I speak from experience. You will regret it when you are weeks past the original closing date.

You need to go somewhere that you can walk into. There are alot of banks that are VA approved lenders. They will have you done in no time. I am on my 4th closing date, sellers want to back out.

Faxes are lost, emails are buried. You know, the email that has the important info they requested one day before closing, and now your closing date has been pushed back, again. You will not be able to get your processor on the phone. You need to use extension 78466, and they will instant message your processor, who will message them back.

HOW??, so, the processor doesn't answer the phone when you just called,even though they are right there. NOPE! Also, they will call at the end of the work day, to give you some info, so that it will have to wait till the next day, so that you can send them the bank statements they lost, for the 3rd time. Hello, check your email.

Its still in your *** email...duhhh! I have chosen to go with a different bank now. The one my realtor told me to use from day one. One that I can walk into, right down the road.

My paperwork, all of it, is currently sitting on the underwriters desk.

All they are waiting for is USAA for the appraisal documents. And its a done deal.

Anonymous
#234895

I am curious to what happened in the end game, did they make good and was it resolved? I am asking because I am in a similar situation with a refinance.

VA Steamline, easiest loan out there. Did one a year and a half ago and it took a couple weeks, no problem, proactive loan processor that kept me in the loop. This time, the processor doesn't answer the phone, doesn't let me know what's going on, doesn't call me about cancellations, not even the notary knew and they were thankful I called them.

I HAVE BEEN CANCELLED LAST MINUTE 3 TIMES!!

No call from USAA, I find out from the title company. Then I have to call back and find out what is going on. It's ridiculous.

I have always had excellent customer service with USAA, but this time, this is the worst, I definitely feel betrayed. Even the supervisor didn't make good on his promise to keep me in the loop.

Anonymous
#227018

To all of those that are trapped with using USAA for your mortgage, continuing griping to them long after your closing. I eventually got high enough in the corporation for them to compensate me financially for their screw ups.

Anonymous
#226997

To the original poster...exactly! Their mortgage loan process is a complete and total mess.

Didn't close yesterday on our "guaranteed" closing date after an entire day of sending in loads of last minute requests. Bought a NEW plane ticket today so that we could stay and close. It's two hours until my husband needs to leave for his flight...still no closing. They are a complete mess there.

If you plan on getting a mortgage through USAA don't plan on closing on time. Even at that, call them EVERYDAY and harass them!!! I mean this literally.

What do you need, have you received my paperwork, could you open my attachments (yes this was an issue at last minute), has the appraisal been ordered, has the appraisal appointment been made, etc......You have to do their work for them, because they WON'T do it. Use them for banking if you like, but look else where for a mortgage loan.

Anonymous
#220514

Yes! AMEN to the Lisa lady who talked about the Mortgage Services being a scam.

I mean WTF do they hire illegals to staff their flimsy operation? I think they will do this: They will charge you $350 up front, then they will turn your loan down and not return the money....this is a criminal enterprise, in my book

Anonymous
#219588

USAA has not planned accordingly in respect to allowing ALL military members, past and present, to open new lines of business. They try and bring in contractors and temporary staff to help ease the burden but there are still more than twice as many loans in each processor's *** than what should be.

The simple solution would be to hire at least 400 more processors so that each processor has no more than 40 loans instead of 60-80. Customer service would increase and pissed-off military members would decrease; of course that would cut into USAA's bottom line and god forbid that ever happens!!!!

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ID
#205301 Review #205301 is a subjective opinion of poster.
Location
Jacksonville, Florida
Service
Usaa Loan

USAA is a scam

I opened a checking & savings account with USAA. They required a minimum deposit of $25 per account, which I transferred from my current bank. I was notified a week later that USAA has 'chosen to not do business with me'. They are not required to provide me with a reason. I have stellar credit & banking records...but ok, whatever. After 2 months of calling weekly to follow up on the refund of my $50, I was just told that they do not have to, nor will they, refund my money. None of this seems legit to me, but I do not know the ins & outs of banking. But I only went to USAA at the suggestion of friends. And now I've been screwed. Be forewarned & do your homework before trying to join, regardless of recommendations by long-time members. I get the impression that new members are not treated the same. Still fighting of my money...
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6 comments
Anonymous
#655941

To OldNavy -- You are told USAA is member-owned, and in fact it's legally an unincorporated inter-insurance exchange, at least for officer "owners"....however, it's not functionally member-owned anymore; it was confiscated by senior management and they now run it as their personal cash cow. The in-bred Board of Directors is paid about $180,000 per year per member to rubber-stamp excessive pay and perks for folks like Robles.

Members DO NOT have any voice at the annual meeting and cannot put any initiatives on the annual meeting agenda because it is functionally impossible, without considerable expense, to go find 1% of the membership to get buy-in on your initiative.

Today, 1% of the membership is 25,000 people, and USAA is not obliged to give anyone a member list in order to solicit endorsement of agenda items. This operation has been STOLEN from it's presumed owners.

Anonymous
#422144

I have been a member of USAA insurance for over 20 years. In that 20 years I have not had any claims.

I had a car fire and they refused to cover it. I am paying over $1200 per year for insurance and I just called around and can get the same coverage for half.

I am switching to another company. I BELIEVE TOO THAT THEY ARE A SCAM COMPANY!

Anonymous
#346810

been a member for over 20 years and yes they have gone way downhill.I have also in the past recommended them to others but no more.

They gave a friend a run around on her homeowners and then switched her to Progressive agent without telling her.

Now they are doing a bait and switch with shady advertising of low interest rate balance transfers.

Stay away from USAA !

Anonymous
#216281

I have been a member since 1986 and have seen this company go down hill in the last 5 years. The movers advantage program is a joke.

I was insulted by one of the reps when I asked questions she couldn't answer and refused to work with one of the realtors she picked because he did nothing and wanted a fast close. We were looking into mortgages with them but after all of the complaints are now looking elsewhere.

Anonymous
#206600

Sorry to hear this, USAA is member owned and one of the best financial/insurance companies in the country.

Anonymous
#202753

Hi, sorry this happened to you. My husband and I have banked with USAA for 10+ years and are surprised to hear something like this.

My question is (and I'm sorry if this is a given assumption): Are you current or prior military?

That really is the only thing I can think of why they "chose not to do business". Hope you get your money back :)

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ID
#203634 Review #203634 is a subjective opinion of poster.
Location
Winter Park, Florida
Product
Usaa Checking Account

USAA Mortgage is the worst ever

Do not I repeat DO NOT go to USAA for a mortgage loan. I googled "USAA Mortgage" to find my agents managers number to complain and found tons of complaints about USAA. My heart sank as I read complaints from 2001 staring the same issues my husband and i are currently experiencing. The agent called a month after we sent all of the loan paperwork to "get more information" (by the way she requested the same information  submitted earlier). We were told Oct 5th we were good to close on the original date of Oct 15th. On the 14th she sent an email again asking for a statement from my boss that was, once again, previously submitted. She assured us that we would still close the following day. Not only did we not close the USAA agent didn't even bother to call us. She ignored 5 calls and 2 emails and finally talked to my husband THREE hours after we should have closed. She assured us that the underwriters would complete their work on Saturday and we could close Monday. I tried to call every manager and supervisor in Monday and I only received voicemail. I left a message on each one and I still haven't received a returned call from them. It is Tuesday now. We finally signed the paperwork but we cannot receive the keys until USAA sends the money to the attorneys. I received a call from my realtor at 5pm today saying USAA sent the money but was 3,000 dollars short!!! Every piece if paper we signed to close today (drafted by USAA) had the correct amount; how of all people did THEY get the price wrong? I have wasted days away from work and I had to change our delivery date for our household goods three times now. I will never make this mistake again. Oh on top of everything while signing the closing papers we found out that their were 6 packages that missed their closing date THIS WEEKEND in NC only because of USAA. I cannot image how many world wide are waiting like we are. This is very disappointing. 
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6 comments
Anonymous
#220517

Please do not call me a bigot. I am a decorated Veteran.

I am born and bred in Indiana and proud of it.

We do not take kndly to all the *** foreigners that are flooding the United States. USASA Mortgage Services is a criminal enterprise

Anonymous
#219589

@JEFF: CAN YOU BE ANY MORE OF A BIGOT? USAA WAS NOT FOUNDED BY MEXICANS. GO BACK TO YOUR FARM, HILLBILLY!

Anonymous
#210523

USAA Mortgage Services=I am in agreement. Our San ANtonio based VA loan representative was very ineffective- mainly because this was his first job out of high school and he confided in me (through very bad english) that he actually is not a US Citizen and he had been in TX with his family illegally since he was a child. I would not have cared about this fact if he could have closed our loan or understood his job functions- I suppose in South Texas, the close knit mexican american community will always hire "one of their people" over a qualified white US citizen because afterall, it is a mexican owned and founded organization!!

Anonymous
#210522

I am in agreement. Our San ANtonio based VA loan representative was very ineffective- mainly because this was his first job out of high school and he confided in me (through very bad english) that he actually is not a US Citizen and he had been in TX with his family illegally since he was a child. I would not have cared about this fact if he could have closed our loan or understood his job functions- I suppose in South Texas, the close knit mexican american community will always hire "one of their people" over a qualified white US citizen because afterall, it is a mexican owned and founded organization!!

Anonymous
#205339

Worst ever sums it up and no one seems to care at usaa

Anonymous
#204562

We went through the same experience. Have had USAA services for a few years now.

At first I was skeptical about USAA, but they won me over with their SUPREME customer service. The mortgage company? DIFFERENT STORY ALL TOGETHER. They were terrible.

Same issues listed in this review, only we missed our closing date several times, and almost had to pay extra penalties TO THEM because they could not close on time!!! To this day I thank the fact that I called them every day for 3 weeks straight, (basically harrassing them).

I think that is the only reason we EVER closed. :(

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ID
#203342 Review #203342 is a subjective opinion of poster.
Location
Pelham, Alabama
Service
Usaa Mortgage
I refinanced with USAA last year, but have been very disappointed in their service one year later when we went thru an escrow analysis, which they do frequently. First I should say that last year I was overcharged $1400 and got a refund from the county for property...
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4 comments
Anonymous
#403513

Was iseud an escrow refund of $856 because of too much money in the account, then had my monthly payments raised because fo thier caused shortage in the account. Called in to GMAC -WARNING, USAA does NOT service their accounts, and GMAC put me on inifinity hold.

General Robles Ret, shame on you for allowing this on your watch!

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ID
#203176 Review #203176 is a subjective opinion of poster.
Location
Clayton, North Carolina
Service
Usaa Mortgage
Let me start off by saying that I love USAA banking and insurance. They are truly world class in how they deal with me. However, my current experience with USAA Mortgage Processing is making me want to find a different bank. We are trying to refinance our house at a...
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18 comments
Anonymous
#847832

I have only been a licensed Real Estate agent 18 Months and every USAA loan failed to close on the date specified, I now advise my clients of the possible delays and the attitude reflected by the underwriters.

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ID
#203105 Review #203105 is a subjective opinion of poster.
Location
Columbus, Georgia
Service
Usaa Refinance
USAA is a corporation that is robbing it's robbing Soldiers, Family Members and Retirees. They suck you in getting your trust and your business. Once you think they are reputable business they will stick it to you in either high interest rates, loan...
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3 comments
Anonymous
#551201

USAA Brokerage is full of Crooks and Fraud, do not use there brokerage. High Fees as Well, Very disapointing that they are ripping of Disabled Veterans such as myself

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ID
#202443 Review #202443 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
Usaa Loan
Loss
$50

USAA Tricks & Traps

USAA is using TRICKS & TRAPS to make people feel like they are getting a great deal. In fact, one should always get at least three quotes for mortgages, insurance (auto or life, etc.) I am a commander and every time I obtained other quotes I was able to easily bet their quotes. They are seeking to take advantage of military members, i.e. there user agreements. If you read them, you will see you give up all of your rights in the event of a dispute. USAA user agreement does not protect you only them! USAA makes it sound like it is for your benefit however BEWARE. Seek legal advice if you doubt whose interest these agreements are protecting. One other comment, when I inquired as to the salary of the CEO was making, I was told this information was not to be make public. Stock options, off balance sheet accounting, etc. Sounds like USAA has something to hide.
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1 comment
Anonymous
#236524

I AGREE- USAA MORTGAGE SERVICES IS A COMBINATION OF 3 THINGS- INCOMPETENT MANAGMENT, INCOMPETANT STAFF AND GREED. MY VA MORTGAGE PROCESSOR IN SAN ANTONIO WAS A COMBINATION OF RUDE AND COULD NOT REALLY SPEAK ENGLISH!!

I COMPLAINED TO "YOLANDA"- A STRAIGHT UP GHETTO THUG AND NOTHING EVER CAME OF MY CONCERNS- WALK DO NOT RUN!!!I AGREE- USAA MORTGAGE SERVICES IS A COMBINATION OF 3 THINGS- INCOMPETENT MANAGMENT, INCOMPETANT STAFF AND GREED.

MY VA MORTGAGE PROCESSOR IN SAN ANTONIO WAS A COMBINATION OF RUDE AND COULD NOT REALLY SPEAK ENGLISH!! I COMPLAINED TO "YOLANDA"- A STRAIGHT UP GHETTO THUG AND NOTHING EVER CAME OF MY CONCERNS- WALK DO NOT RUN!!!

ID
#201405 Review #201405 is a subjective opinion of poster.
Location
Columbus, Ohio
Service
Usaa Auto Insurance
USAA: POOR CUSTOMER SERVICE, Just another big bank. I was a member of USAA for 7 years. I had a car loan, credit card, and checking account with them. I also had all my bills set on auto-payment through my USAA accounts. In June I lost my job. I immediately called...
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1 comment
Anonymous
#454374

You aint just-a-whistling DIXIE! I had them for ten years and realized when I tried to make them pay for property damages that they were scammers. I wrote thier CEO and told him he shoud be ashamed of the fraud they perpetrate on the US Military. I have asked the Garrison CDR of the Installatoin where I work to black ball them, but rcvd NO support from the military commanders. Anyone who has been ripped off by USAA needs to write the Attorney General of the USA and let them know of the scam USAA has going.

ATTN ERIC HOLDER

U.S. Department of Justice

950 Pennsylvania Avenue, NW

Washington, DC 20530-****

ID
#201261 Review #201261 is a subjective opinion of poster.
Location
Miami, Florida
Product
Usaa Checking Account
Loss
$45
I am unable to make payments or check my loan balances online because USAA is refusing to grant access through their technical support group. After completing Ch 7 filing and reaffirming two car loans (combined balances are less than $13k) USAA canceled the security...
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61 comments
Anonymous
#1800849

I filed chapter 7 with 3 USAA CC and they have not blocked the site access.

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ID
#200736 Review #200736 is a subjective opinion of poster.
Location
Dallas, Texas
Service
Usaa Loan
I could not agree more that the customer service is terrible and just outright rude. They forced me to sign an outstanding debt for a home that was eighty-thousdand dollars underwater. I have begged and plead for loan forgiveness, loan modification - you name it. They...
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10 comments
Anonymous
#679873

I agree with the poor service from USAA, especially if you begin having financial difficult. I've been with USAA since 1987.

I am a doctor, and thanks to a former employee who invented a host of alleged 'injuries' while working for me, she filed a lawsuit in the hopes of winning a settlement large enough to fund her retirement. Well, she lost her case at the district court level AND at the supreme court level. If anyone has ever been involved in any type of legal battles, you know that it's very very expensive. I had a USAA backed business insurance policy in place at the time the lawsuit was filed.

After submitting my claim and supporting documents to USAA, they declared that 'no loss has occurred, appeal our decision if you wish". I appealed, and it's almost as if I had done nothing at all. All communication from USAA stopped. I could not get a response from anyone about the business insurance, the claim, the appeal, nothing.

This left me paying for my own legal fees out of pocket. The 6-year long legal case cost me everything I had...retirement, kid's college funds, my thriving practice, everything. Ultimately, I had to file bankruptcy. I had a car financed through USAA at the time, and they repossessed it (almost 2 years after the bankruptcy closed!).

They also decided to block my online access to my accounts. I still have auto, renters, property and fire insurance through USAA, but am actively seeking to change. As soon as had financial challenges, USAA wanted nothing to do with be beyond collecting my premium dollars.

USAA is there for their members when being so benefits USAA.

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ID
#198847 Review #198847 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Service
Usaa Loan
Loss
$67000

USAA Mortgage Closing Service Company Incompetent

The company USAA Mortgage Services uses to close is incompetent. I had to schedule closing three times because the notary failed to show up to close the first two times. We never received a call either of the first two times from the notary, the closing company, or USAA Mortgage Services that there was a problem with the HUD-1, the notary's previous appointment, or anything else. On the third attempt, the closing company posted the closing documents to the website for the notary to use at 8 PM even though the closing appointment was at 6:30 PM.
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2 comments
Anonymous
#221993

I am posting everywhere I can to warn people about USAA and their horrible treatment of customers (members) - USAA Mortgage is run by mexican immigrants, I am totally convinced of that!! Our VA Mortgage Processor, could not communicate well at all (and I think she cursed out my husband in Spanish) therefore, I will tell everyone I know AND the VA loan center about how Veterans and their families are treated.

I applied alnong with my husband for a VA Refinance a month ago. My husband is 100% disabked as a result if service in Afghanistan- a grenade exploded under him during a "sweep". He is a grunt, an infantryman and would die for his country- and he almost did!! Anyway, our VA Processor kept telling us he has to pay the 3.3% funding fee. Then, she changed her mind and said no he did not. She refused to accept any paperwork from the VA with his rating. This incompetant *** mexican lady put us through *** and back! It finally came to the point that our lock expired not once but twice on us. Had we gone through with the USAA refinance, we would have had another half a percent tacked on to our rate.

I am thinking that this malicious treatment has to be criminal or fraud. I find it hard to believe that a fortune 500 organization would be so "politically correct" in its hiring to reflect the large mexican american population in TX without regard to skill or merit. I understand that they have a consumer reporter on KENS 5 in SA. I have contacted him and they will be airing an expose on USAA Mortgage Services in early Feb 2011.

I want to vomit when I think of the bad people there.

Anonymous
#200861

Please save yourself and DO NOT DO BUSINESS with USAA mortgage. I am posting in sites all over the internet.

The mortgage section of USAA are filled with incompetent people. The posting by "Johny Apples" in the complaintsboard.com hits the nail right on the head! The sentence "The loan processor assigned to us was the most incompetent, lazy, and lease knowledgeable financial services professional with whom I have ever dealt. He never answers his phone, never returns messages left in his voicemail, doesn't respond to repeated E-Mail inquiries regarding the status of our loan..." just made my wife and I laugh out loud!

It is so true. Unfortunately for us, we also missed our closing date. Mind you, it is not because we do not satisfy all 'standards' for the loan. We more than do.

The reasons are simple: USAA is ripe with incompetent people. These employees have very low education and have difficulty speaking english properly. The Supervisor there, called "Yolanda", is someone that certainly should not be in any leadership position. We bargained very hard to get the owner of this particular property to sell at a extremely low price.

Now, we may lose the house because Yolanda and her "TwoPac" sidekicks don't wish to work for their income. Can you imagine? On the day of the closing, we had to haggle on the phone with these hoodlums just to speak to someone in mortgaging. Then, they have the nerve to inform us that there are documents missing that I know were either sent in the packet over a month ago or, at the least, should have been told to us were missing weeks ago.

I say: RUN and throw grenades behind you. DO NOT DO BUSINESS with USAA mortgage.

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ID
#194846 Review #194846 is a subjective opinion of poster.
Location
Columbus, Ohio
Service
Usaa Mortgage