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My husband and I filed all of our paperwork promptly upon acceptance of our offer. USAA mortgage department started screwing us from there. They didn't ask for the appraisal on time...that goodness the appraiser helped and got it in under the gun before the 14 days, but at the request/help of our realtor...NOT USAA...then we got our conditional approval letter than USAA started adding conditions the business day before our final approval letter was due...they acknowledge the appraisal being uploaded, then didn't do anything with it for our VA Notice of Value...apparently the 5 day guarantee doesn't mean anything to USAA...then want additional documents signed by the buyer and seller that they didn't even tell us about...now we are at jeopardy of losing the house because USAA didn't do their job and no one holds them accountable...

Location: Honolulu, Hawaii

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Guest

Same. They jerked us around, didn't notify us or keep us informed.

Pre-Approved for 150,000 and attempted to finance 130,000 and was denied because my wife wasnt at her current job long enough. They knew that when they pre-approved us, two months later a week before closing they say unable to approve. We have spent over $2000 in paperwork, inspections etc.... and now we will lose our house, our low interest rate and our money.

I will spend the next weeks doing anything I can to give USAA a bad name.

My family has used USAA for 40+ years and now I will ensure every bank, insurance and credit card account is removed. I truly hope they will not earn any more money off my dime.

Guest

Same thing is happening to me!!! USAA has been sitting on the VA appraisal for WEEKS, lying to me and saying that they don't have it!

It will take a miracle if we make closing. I deeply, deeply regret going with USAA for our mortgage.

Guest

I applied for a mortgage loan from USAA 24 May. They promised they could meet a 25 June closing deadline.

They didn't meet the deadline. USAA even called me the Friday before the closing date and asked for more information or they wouldn't be able to close. Reluctantly, we pushed the deadline back to 2 July. Then USAA contacted me for my 2011 & 2012 W-2's on my original closing date.

Then I was informed they wouldn't approve the loan until the final property inspection was complete. My realtor contacted the appraiser to inform him of the inspection because USAA had not notified him. I think I will lose the opportunity to purchase the home I wanted because of their incompetence.

My recommendation to all is to not do business with USAA. I know I will terminate my relationship with them.

Guest
reply icon Replying to comment of Guest-670659

The loan processor that was assigned to my account was terrible. Her name was Julia Cortez and I am being honest when I tell you that this is the absolute worst experience that I have ever had with USAA in 22 years.

She did not handle my account well at all. I was having a new home built and she sent the appraiser way too early so that the appraiser had nothing to physically see which my agent and the listing agent both told her. Then, she received the appraisal report which took her 22 days to get to us, at which she shared that the appraisal came in under value, but she waited so long that there was no recourse without really extending the closing date. We asked her to send a second appraiser out, which she refused to do.

There is no house in my whole neighborhood that has a lower value than mine. The appraisal was inaccurate and she refused to use the comparisons that were sent. So, ultimately she cost me $6,000 plus the fact that she was so unorganized and gave us conflicting stories that my loan did not close on time, which cost me additional money. She also asked us for a whole list of documents 5 days before close.

Had I known this was going to happen, I would have went with the builder's loan company for the $2,500 credit.

I was so upset and am extremely hesitant to use USAA for a loan again in the future or to recommend USAA for a mortgage loan.

Guest
reply icon Replying to comment of Guest-701891

Omg. We got her too!

And it has been awful! We might loose this deal because of her!

Guest
reply icon Replying to comment of Guest-1184120

I am currently using Julia Cortez and she is possibly the dumbest person I have ever met. Unorganized, not trustworthy AND she unintentionally forwarded me a string of emails in which she called me high maintenance. How does this woman still represent USAA?

Guest
reply icon Replying to comment of Guest-670659

My clients has Julia as well. We ended up switching lenders.

-She never answered her line

-She responded to emails slowly and usually right at the close of business. With vague or unclear answers --resulting in needing to ask several follow up questions. Simple conversations that should have taken 3 minutes took place over several business days

-Presented standards she wanted met. But when the standards were met, were then rejected by the review team.

-Responded in a way that lacked passion or concern for the members needs or best interest. Her answered and responses seemed 'canned' or ore written.

I will be making a complaint on the federal level. And I will also share this experience with any client who has a preapproval from USAA.

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