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This is the first time I have ever been disappointed with USAA. Everything in the past (banking, auto insurance, renter's insurance....) has been great. For the first time to make a complaint about USAA is shocking. We decided to stop renting and have a house built. The beginning of processing the mortgage seemed to start out great and there were no known issues. The house being built was going faster than the contractor expected due to beautiful weather in San Antonio and told us he would have the house done in early January 2014 ready for us to close Jan 17th. This is where the problems with USAA and the mortage processor started. We passed this information onto USAA in mid-December that the house was ahead of schedule and what did we need to do to ensure we could close on the Jan 17th. Suddenly, we were assigned a new mortgage processor and in my opinion she was a complete ***. Every question we asked her as far as timeline and how long things would take, was answered with "I don't know." To this day, I'm still not sure what she knows....or if she knows her job.

Problem #1: She refused to lock us in for a mortgage rate even though we were well within 45 days of the property being completed and the closing date given to us.

Problem #2: She would not schedule a VA appraiser to come out and look at the property until it was 95% complete. Since she had days off for the holidays, she couldn't schedule anything until Jan 3rd to possibly have an appraiser out on Jan 6th. After some research and speaking with other mortgage companies the 95% complete is only a USAA requirement.

Problem #3: The report from the VA appraiser would take up to 10 business days followed by up to a 4 day turn around on that report. The appraiser would still have to go back out after the property was 100% complete for more paperwork. By looking at a calendar this was all ready putting us well past the Jan 17th closing date. There were more excuses and reasons she continued to give us on top of more possible timelines and reports that she would need.

Problem #4: We are in a rental property that requires 60 days written notice that we are planning on moving out. We simply asked her what would be a good estimated date she could give us for closing....it was her favorite answer "I don't know!" With her continuing to not know anything, giving the 60 days notice too early could leave us homeless or too late could leave us paying rent and a mortgage.

Finally, after getting fed up with her enough I spoke to her supervisor and made a complaint but we were still not getting very clear answers on anything. We spoke with another mortage company who immediately locked us in a for an interest rate and had much lower closing fees than USAA. They immediately sent an appraiser out and had a report back 2 days later. This other company is having no issue of meeting our closing date of Jan 17th.

Location: San Antonio, Texas

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We had exactly the same problem and, like you, another mortgage company had no problem getting our VA loan process completed quickly. USAA has turned into a bureaucratic juggernaut and it happened around 2009 or 2010.

We had a mortgage with them in 2001 and it was handled very professionally but after what we went through in trying to get our current home through them in 2010, I will never use them again. No one can question their profitability but the human touch has left that organization.

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