USAA Reviews

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USAA not fair in valuation

We were involved in an accident with a vehicle that has a branded title of "Lemon Law Buyback". USAA will not reimburse us with an Actual Valuation Report fairly as they are using a "Salvage Title" valuation report. USAA should not charge a full price of comp coverage if they only intend to pay out 1/2 the worth because of the title if the vehicle is involved in an accident. There are differences between the "Lemon Law" and "Salvage Title", why isn't there a difference in the Valuation Report. The Valuation Report provided by USAA has "Salvage Title" on the top. They offer no explanation as to why they took my money to get full coverage buy only offer half on a claim. Has anyone else had anything similar?
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ID
#220738 Review #220738 is a subjective opinion of poster.
Location
Phoenix, Arizona
Service
Usaa Claim

Lemon law title issue

We have a vehicle branded with a "Lemon Law Buyback" title. It was involved in an accident and USAA only offered to reimburse us half the value of what the vehicle is worth using a "Salvage Title" valuation. If USAA didn't plan to reimburse us in the event of an accident, USAA should not have charged us a full price for our insurance under the comp! If USAA would utilize the correct Valuation Report we would be reimbursed for the actual value of our vehicle, but they argue because of the branded title, it falls under the Salvage Title category even though they are two seperate titles which represent two seperate issues! Has anyone had any dealings with USAA regarding this?
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1 comment
#272010

I had a similar situation happen to me and just went away upset. There was nothing I could do. Sorry.

ID
#220737 Review #220737 is a subjective opinion of poster.
Location
Phoenix, Arizona
New Reviewer

USAA Mortgage Refinance Bait and Switch

I was offered an acceptable refinance rate for my VA mortgage on my initial conversation with USAA and agreed to have them take $350 from my checking account. When they called to follow up the deal, they said that I didn't qualify for the rate I was promised and that I would have to pay a higher rate, which was unacceptable to me. When I told USAA that the new rate wouldn't work for me, they promised to refund my $350. Three weeks have passed, and they have not done so, even though I have called them numerous times. I was told that they do not refund this money and that they are waiting for the finance department to get a response. If you look on their website, they have no number for customer service or way to launch a complaint. They are obviously trying to make it hard for customers with complaints to talk to them. I originally had problems with USAA's mortgage department with my first mortgage with them three years ago, so this is not the first time I've had problems with them. It will be the last time.
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1 comment
#361087

They deny our pre approval loan, also deny to refund us $350.00, we got worse than nothing, USAA collected $350.00, we lose our hard earned money plus much pain. USAA including the "executive resolution team" were all junk, the people we had deal with were all liers, even the "top manager named Joe Vallejo", others such as Yvette Alvarado, Robert Drucker, Charysse Solorio, from the same team, they were not humans, there were just machines, or like a wolf with a sheep skin, nice to you when you were talked to you, then turned around to find way to hurt you, our loan processor Marcia Stewart and her manager Cindy Weber were just simply lazy and un resposible, be aware these people,but more important, run away from USAA mortgage services, otherwise, you will feel deeply sorry for your self.

If anyone knows how and where to take further action to aganist USAA mortgage services, please let me know, thanks.

ID
#219825 Review #219825 is a subjective opinion of poster.
Location
Dallas, Texas
Product
Usaa Checking Account
New Reviewer
USAA does not have good appraisers for house loans. I had an appraisal by one that put the appraisal in 2-2011 $67,500. lower than an appraisal done 10 months before in 4-2010. After talking to a real estate person that has sold home in this area for over 30 years I...
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8 comments
#1166634

Helpful commentary ! I loved the info . Does anyone know where I might locate a blank USAA Power of Attorney copy to use ?

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ID
#219683 Review #219683 is a subjective opinion of poster.
Location
Los Angeles, California
New Reviewer
Watch out for USAA Mortgage Services and especially for refinancing. I refinanced with them a year or so ago and had no problems. This time it was a frustrating and stressful experience. I thought maybe I was overreacting and going nuts, but after searching online...
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5 comments
#263898

I am going thru the bait and switch on the terms, moved back closings, and general run around misinformation as well. It has been four months now and I told them today I am ready to walk away. I think that is their scam. They give you terrible customer service until you walk away leaving your ernest money behind.

Disclaimers-

I am not an ex employee of USAA.

I have an excellent credit score.

I have lived in my house for 17 years.

I have held the same job for 18 years.

I was not declined a loan from USAA and have been "credit approved" for months.

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ID
#217068 Review #217068 is a subjective opinion of poster.
Location
Fresno, California
Service
Usaa Refinance
New Reviewer

USAA auto insurance is the worst

Somebody rear ended me on the freeway. The other driver freely admits it was his fault. My car was deemed a total loss. The other driver's insurance company (USAA) made an offer to settle, but the offer is so low that I can't replace the vehicle without an out of pocket expense of about $2.5K (same year, type, mileage, and equipment). The claim adjuster (Melinda somebody) at USAA will not even look at the comparison vehicles that are for sale that I found on Craig's list. The adjuster NEVER picks up the phone and rarely returns calls. Now I've been told that a check for the unaceptable amount is in the mail. They do not communicate, and now they will try to shove a lowball settlement down my throat. USAA doesn't negotiate, and they have sent me virtually nothing in writing. Now I'll most likely have to sue the fellow who ran into me. When I get a judgement against him it will show up on his credit report, and it will not be good for his credit score. The USAA commercials make the company sound so good, but they stink really bad. I'm a vet myself, and I'm really glad I never enaged with USAA.
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1 comment
#493168

same story here it's been a month by now still waiting to see the result of their adjuster. ridiculous service Using Military value as their advertising and doing totally opposite.

ID
#216802 Review #216802 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
Usaa Auto Insurance
New Reviewer

USAA won't CEASE & DESIST - Unethical, Illegal

USAA, after repeated verbal and written attempts, will not stop collecting on my credit card account. They state that they "will not honor" the request. My wife has an account and is getting the same treatment. I have filed a complaint with the FTC and hope this will help cause them to rethink their professional attitude toward the human race. And, they just repeatedly continue to call many times per day. I use the verizon phone block and they just then change the phone number they call me from. I have asked other credits to cease and desist by email and they have all agreed, save USAA. United States Arrogance & A%*#$(#(%
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4 comments
#297277

The federal Fair Debt Collections Act does not apply to original creditors, such as USAA. It only protects you from outside debt collectors.

Thus, USAA has no legal obligation whatsoever to Cease & Desist under federal law.

Of course, if you paid your bills and / or didn't act like a deadbeat they wouldn't have to call you now, would they? ;)

#264471

you borrow money and then get upset when they ask for it back??? yeah, you need to wake up.

cease and desist..ha! would you?

#236055

Unfortunately, a creditor does not need to adhere to anything agreed to in an email. In order to make them cease and desist you need to send them, via certified mail return receipt, a written cease and desist letter.

Be advised that this may push them to sue for the debt and you may soon receive a summons. If you can afford to pay a partial per month draft an agreement and send it to their corporate office with a request for them to sign and return if they agree.

Do not trust anything unless you have it in writing. Good luck!

#235310

America is doomed because of DEADBEAT LOSERS LIKE YOU WHO THINK THE WORLD OWES YOU!!!!!! PEOPLE LIKE YOU ARE CALLED LOWLIFE WORMS. :sigh :sigh :sigh :sigh

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ID
#215960 Review #215960 is a subjective opinion of poster.
Location
Houston, Texas
New Reviewer

USAA - worst claims department ever

I was involved in a car accident with a person who is insured by USAA. I did not get a ticket as the accident was not my fault, so I went about calling USAA to make a claim. First they told me it would be upon my insurance to cover the cost of a rental car. I got a new representative at that point who told me the first one was wrong. They told me to go to Enterprise for a rental car, but being 23 and TRYING to keep out of debt, I don't do any type of credit cards. This means I was unable to qualify for the rental car. So instead they agreed to send me a whole $30 a day to 'cover my transportation costs'. They told me the 'check was in the mail' on the 22nd and finally on the 30th, after not getting a check this whole time, I called them and they assured me it was actually sent out on the 27th! The whole time I've also been waiting for an adjuster to look at my car and decide what the damage is. The accident happened on a Tuesday before Christmas. They said "someone will be down within 48 hours" so the following Monday (6 days later! christmas was on saturday) I call to see if the adjuster guy got lost. My phone had been shut off in the mean time, I had to pay the tow truck the last of my money to get my car dropped at my house instead of a yard, so when my phone bill came due I couldn't pay it. I called (from my brothers job) on Monday to tell the people all of that, and to just stop by my house, seeing as I had no car and it was a shared car the whole family was using, we were all stuck at home and somebody would be there. I told them "just stop by". So they called my 'extra contact number' two hours later to let them know they couldn't get a hold of me and would try again the next day, because my phone was off. I called, and told them my phone was disconnected, and they contacted my grandma to say they couldn't get a hold of me. The next day the adjuster guy shows up, takes pictures of my car, and promises me an answer within 48 hours. 3 days later I finally get a hold of the person 'handling my case' and he tells me that there was an error when the adjuster was sending him the report and that I might get lucky on seeing any progress by the middle of next week. Thank you USAA I agree, you deserve the highest ranking customer service satisfaction! I'm just thankful the last person who hit me had a better insurance company, because this is just crazy getting the run around like this. Very unprofessional.
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13 comments
#712212

I am a Loyal USAA customer since 2003. In 2009 my wife was in a car accident.

Her car was in the repair shop the same day with a rental car. In 2010 my basement backed up. The adjuster was out within 3 days. From first call to check was 10 days for a 10k check.

The 2 weeks later a 2500 check for mold came. Easily this is the best bank and insurance company I have dealt with. I have two house covered by them, two cars, life insurance, and my banking. Many of my military buddies have them two.

The have high rating for a reason.

Im sure all companies have horror stories, but this company is as good as it gets when it comes to insurance.

#683905

Listen, I can't speak too much for people who have had to deal with USAA, but for those of of you reading these comments and starting to get worried, try to keep a few things in mind while going into the claims process; total loss is usually determined by a repaircost/value of the vehicle at the time of the accident. If the repairs are ~80% of the value ( and not kelly blue book, theyll likely use a much more detailed a throughput system designed specifically to be more accurate) of the vehicle it will likely be totaled.

Some states will allow you to keep your car but this is out of the ins company's hands... which brings me to the next tip, Insurance is big business that the gov't fully regulates. Trust that they will not purposefully do anything shady as it would cost them much more money to be audited by the gov't then it is to just give you what you want. Which brings me to the final point...

we all have expectations from our claim, but the reality is its going to take time. Its not going to be easy and you're going to get frustrated. Try to remember at all times; the voice handling your claim is likely a REAL LIVE human being. Be amicable, be polite and try to talk with a smile in your voice.

Being nice to the HUMANS who work a day job ( yep, just like you) handling angry people calling them all day can only help your case. Good luck everyone, I hope you find this helpful.

#555973

In May if this year my son was hit and killed by a USAA Driver, It is now Mid-October and they are still trying to jack around. I am by no means a litigous person...what is the point it will not bring my son back...BUT, USAA insures for a reason and this is one of them.

I have not asked for no more or less than what this young mans insurance is supposed to cover and yet they are still trying to find ways to not pay anything.

Meanwhile the young man who hit my son is riding around in a new vehicle with his underaged pregnant girlfriend and my son still has no headstone! I hate to do it but the next call I make will be to my own personal Lawyer!

#395550

USAA is the worst insurance company and they are unethical. If you want to close them down than file a complaint with the insurance commission and with your legislators.

Use the pen and paper on these folks 'cause they need to be closed down. ASAP And as for the claims adjuster who is on this blog... just do your job and stop attempting to justify it you jack_______!

Go get yourself an attorney and sue these people. Sue Sue Sue!!!!

#395547

This is the second time a soldier who has USAA has hit my vehicle within a five year time span. Each time the soldier claims he has been to war.

Well being a military brat and military wife (my husband is retired) yep I understand war is war but really can you people come back home and act like responsible citizens. This time the soldier drove his car with a tire with was not mounted correctly for three days and it came of and cause us to fly in the air and into a ditch. The claims adjuster told me to be thankful we did not get killed and after all they did pay for the car. Well you cannot pay for someone's neck, back, shoulder, and the PTSS they are experiencing because of a wreck caused by someone who is not responsible.

Again this is the second time I've had to deal with this company and they are only concerned about saving their company money. They don't give a ----- about you so go get yourself a lawyer!

#283855

A drunk driver Hit me On 4/19/2011 and she has insurance with USAA today it is 5/9/2011 and I havent gottoen anything mii car is a total loss ! I have 22' crome rims on mii car which i paid 2200 for and music that i paid 900 and can you believe that they dont want to pay me for it they said they will give me 500 for mii rims but nuthing for mii music !

lik is that even fair ? they havent contacted any of the ppl that was in the car with me ! USAA sucks ! and they should be shut down !

ASAP! they are only making inocent peoples lifes *** !

#272777

There hasn't been a Board of Insurance in Texa since 1992.

#264764

I am an adjuster and the complaints you have are not valid. The adjusters are complying w/ the terms of your contract and if you read them, you would understand why a deductible applies and why you are not given back what you paid for the vehicle but the actual value of the vehicle if it is a total loss. READ YOUR CONTRACT AND THAT WILL SOLVE YOUR PORBLEM

#264763

I am an adjuster and the complaints you have are not valid. The adjusters are complying w/ the terms of your contract and if you read them, you would understand why a deductible applies and why you are not given back what you paid for the vehicle but the actual value of the vehicle if it is a total loss. READ YOUR CONTRACT AND THAT WILL SOLVE YOUR PORBLEM

#248927

Usaa claims is horrible they settled a claim for $1982.00 with me and kept $500 of my car money afterwards they went into my account and took the $1482.00 could not tell me why and my rent check bounced and I ahd to pay $155.00 for nfs fees plus late payments.I asked why did you take the money back ,answer,someone screwed.TEXAS STATE BOARD OF INSURANCE IS THE ANSWER

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ID
#213902 Review #213902 is a subjective opinion of poster.
Location
Colorado Springs, Colorado
Service
Usaa Claim
New Reviewer
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
#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
New Reviewer

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
#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!!

#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

#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.

#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!

#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.

#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.

#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

#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?

#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?

#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
New Reviewer

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
#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!

#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!

#211740

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

#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!!

#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.

#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
New Reviewer

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
#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.

#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. :(

#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"!

#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!!

#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
New Reviewer

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
#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.

#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.

#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.

#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.

#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

#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
#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.

#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!

#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 !

#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.

#206600

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

#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
#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

#219589

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

#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!!

#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!!

#205339

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

#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