USAA
Reviews and Complaints

Ditto the above. LOVE usaa for banking and insurance, mortgage was a nightmare. Any contact names in USAA management?

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

We are so upset with USAA Mortgage, that even though they are subcontracted out, we are thinking of withdrawing and changing all of our accounts as USAA corporate is responsible for allowing such an unprofessional division to exist. I make 6 digits, my wife makes 6 digits.

We have no credit card balances. We have over $150K equity on an existing mortgage. We were buying a house well below what we qualified for. USAA constantly treated us rudely and we were constantly told to bring better documentation of my future employment - then we would cross our fingers and hope that this was the right "rock".

We began to get worried that we would not make closing date. Finally, we jumped ship. USAA Mortgage put an "Adverse Action Item" in our file stating that they denied us credit!!!???! Not, that we left them.

First, we were shocked, because this was untrue - and this was USAA, even if a subcontractor but still USAA stating something so false. Then, we were angry, we knew it was because we jumped ship and complained to the Better Business Bureau about them that they lied about us. Finally, we knew that this would affect our next application with our new mortgage company - they got us for complaining, screaming, and jumping. However, our Better Business Bureau will be pursued.

As much headache as we are going through now, we will post on as many blogs as we can while brusing their Better Business Bureau rating. We recommend that all of the posters due the same.

my husband and I are going through the same situation. It is Saturday and our closing date is in 2 days which is Monday.

we didn't hear any yesterday from the underwriter about getting approved for Monday. We tried calling them millions of times yesterday. They dont answer, so unprofessional. this is making everyone one look bad.

Especially us, it makes us look incompatent. When if it's the banks fault for not communicating with my realtos and lawyer. I should of listened to my realtor from the begining and went with a lender they knew.

For people thats debating what bank to use DO NOT TRUST USAA. It is so sad for me to feel this way because USAA is supposed to help military families out not give them any sort of burden.

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.