USAA - Mortgage Malfunction
I have been banking with USAA for over 10 years, so when it came time to buy a home we naturally selected USAA as our mortgage company. We are a military family so, of course, in 2 years it was time to move.
We wanted to rent our home and eventually return. To protect ourselves we thought it would be a good business decision to transfer our mortgage to an LLC in our names. We contacted USAA on April 7 regarding the transfer. On April 8 they said it would take 48 hours to process the request and about 5-7 days for a decision to be made.
Fine. I called again on April 18, customer service said they had never received the email request, please send a fax instead. I attempt to send the fax and receive a busy signal 3 times. I called back and asked for a manager.
Krista "very kindly" sent me an email directly which I replied to with my original request. Another week later, April 25th now, I call back and AGAIN my email had not been received. I call customer service again and speak to a different supervisor, I forward the exact same email to the exact same address attention to the new supervisor. She received it immediately.
I receive no explanation as to why she could receive the email immediately but the exact same email and email address was not processed by Krista.
Still no resolution nearly 3 weeks later. Absolutely unacceptable for a company that is supposed to specialize in serving military families!!!!
Reason of review: Poor customer service.
Monetary Loss: $1000.
Preferred solution: Deliver product or service ordered.
USAA Pros: Usaa banking.
USAA Cons: Usaa special loans department.
Location: Littleton, Colorado
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