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2.5

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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