Sacramento, California
Not resolved
33 comments

I had 4 different people, one a supervisor tell me different things today. The integrity of USAA is no longer.

I spent over a hour on the phone starting a loan appt for a home we wanted to make an offer on. I told the agent up front how we planned to rent out our current home once our offer was accepted. He said no problem, you have reserves. The last person told me a whole different story.

That I would have to have my house rented out for a year before I could get a loan for another home. Where would I live during that time? The agent's logic was lacking. They also ran my credit report and then apologized for telling me wrong info.

Well every employee told me a different story. USAA is terrible and won't use them again.

Product or Service Mentioned: Usaa Loan.

Monetary Loss: $50.

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Anonymous
#659645

Don't you ppl have better things to do than gripe and complain. Go to another lender, go to a nursing home and help.

Get acquainted with family members that have been placed there by their loved ones some poor patients forgotten. Do volunteer work and stop being so dramatic. As a well educated multi-degreed individual of Hispanic and Native American Heritage that speaks several languages, I deplore the fact you LUMP and classify most all of us as "Mexicans". How do you know?

Have you checked their papers for their Country of birth? The culprits are the entities that hire these so called "Mexicans". Yes, sadly the hiring begins from the Federal, State and City levels. These 'Mexicans" are dehumanized, mistreated, underpaid and threatened with deportation if they attempt to report their greedy employers.

I speak from experience, trust me. If all of these 'Mexicans' are deported who will do your dirty work? I dare you to see the movie A Day Without Mexicans that was made in the USA. I believe that is the title of the film.

Get educated and out of your negative window. P.S. I say this with love.

Lastly, don't forget we were there to help you survive and to this day you continue to take our livelihood just as you took our Country, God help us all. Remember, you can't take it with you.

Anonymous
#834171
@Mela

What are you talking about just shut the f%$# up!!!

Anonymous
#642266

This is common we have taken in many new employees, temporary employees and outsourced. So, it is not out of the realm of possibilities that you were told several different "stories".

Anonymous
#636798

USAA Pre Approve me for a home loan and sent me to the cert and and agent to look for a home and then less then 2 months later the and with no change in my credit they changed their minds and denied my App. WTF USAA. Do you know how much work it is to find a home then to be told sorry is wasnt my call to make....

Anonymous
#439648

Movers Advantage has been good with getting setup with a local agent and finding a house but I too had a terrible experience with the mortgage loan department.

We started the loan based on a verbal quote. Soon the actual closing costs estimate was disclosed on the good faith estimate which was twice the amount quoted on the phone.

I was reassured verbally that the the GFE was in error and as the loan process developed it became clear that the closing cost would be in line with what was quoted in the GFE.

After wasted time and earnest money, the not so easy solution was to go with a different lender who was less confusing, had better rates, and could close faster

In all fairness, the banking and insurance department is one of the best.

melissakline
#428102

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

Anonymous
#636519
@melissakline

Golly that’s terrible. One issue I’m not clear on is how much you are making.

Even doing the math on your double negative it doesn’t really make sense. Really, I don’t understand your comment, "We don't earn barely above minimum wage”. So you are making well above minimum wage?

Or possibly you are making less? A little unsolicited, but friendly, advice; if you want to be taken seriously, don’t type the way you speak.

Anonymous
#642230
@melissakline

Oh please. This is fake.

My son works at USAA. You cant delete items from the system. Maybe if youre IT? But regular employees cant .

Contracted labor? Noooo. He said they are not temps?

Yes, he said misinformation may be given at times, but what you wrote? He said you are most likely a competitors employee, or a former usaa employee who was so lazy that you eventually got FIRED.

Anonymous
#414925

My husband's ex-spouse(since 1984) is listed as an eligible co-manager of OUR children's accounts. They didn't have any children, they are my children with my husband!!

If your children have pre-paid credit cards with USAA, click on "add a co-manager" at the bottom of the page to see who pops up on their list. Why won't USAA remove her name from the list of eligible co-managers for our children? They keep saying it isn't a security risk because she isn't on the account, just an eligible co-manager. She would have to know information like, my husband's USAA #, SS#, his date of birth, and his mother's maiden name to get access.

Gee, I wonder if an ex-spouse would know that kind of personal information! After over a year of trying to get them to fix it, they actually called the "ex" to see if it is ok with her to remove her name from OUR children's banking accounts!!! They aren't even her children!! What a violation of our privacy!

Is that even legal?? With USAA, once someone is on your account, they are always listed on your account, even though you may not see it. USAA keeps telling us they can't stop listing the ex because "their members want ex-spouses to have access". They aren't her children!!!

Tell USAA to change their bylaws to allow you to remove ex-spouses from your accounts completely. They say it shouldn't bother us to see an ex-spouse listed above my own name as an eligible co-manager of "my" children's banking accounts. Some reps have even said an ex is listed all over our accounts but we can't see it. Who do they think they are?

Email Joe Robles, CEO, to tell him that after a divorce you have the right to have your accounts separated completely at USAA. What a shame USAA doesn't know how to "do the right thing, because it's the right thing to do" right, Joe?

Anonymous
#396663

Karma is the reason most of you had such horrible time getting a loan. I am disgusted by your comments regarding people of Mexican decent and people who "dont speak english"...one- you are probably as ignorant as you sound in these posts and deserved to be cussed out, 2- KARMA hates ugly people, so you got what you put out in the world, and 3- I am a white woman with a MBA...so dont assume I am a Mexican who is trying to defend myself...shame on you all...

Anonymous
#369331

@ Lisa Throndleon.. I agrre with you when you say" It is pretty hipocritical that a company that serves USA veterans, has people who can barely speak English- DISGUS"

Anonymous
#336373

I am a Realtor in the Ft Bragg area. I have had more problems with USAA than any other lending company.

I can't tell you how many times I have referred people to local lenders and they decide to stay with USAA. I have sold a lot of houses and not one USAA has closed on time. I believe a relationship b/w the Realtor and Lender is very important. USAA does their own thing and makes all the decisons which are not based on what is best for the Buyer.

Local lenders are incredible to work with. I take my buyers introduce them and then they get to see how all the money is spent when buying a home. They are also offer about the same rates as USAA. Many buyers choose to go with USAA b/c of the Buyers incentive program.

I do not participate in this program for many reasons. However, my main reason is b/c I want my clients to have the best experience with buying a house and I know it will not happen with USAA.

Dozer 11B Infantry
#294093

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.

Anonymous
#290009

I am a Realtor and a member of the USAA Movers Advantage network. I work with about 6 USAA members per year.

USAA is a good company but they do have some service quirks. Here's my advice if you want to make working with them easier.

1-Have them give you a closing date when you make your offer. They notoriously move the closing date without consulting anyone, so get them to commit upfront- normally they need 45 days when 30 is customary, so don't let that be a surprise.

2- Give them authorization up front for your Realtor to talk with them about the status of your loan. This will save a lot of time and effort later.

3-When sending them documentation by fax (they only have one number) follow up with a phone call. They "lose" a lot of faxes.

Anonymous
#276306

Wow I can't believe all the terrible reviews on here about the USAA mortgage loan. It makes me feel a little better to know we're not alone.

They've had our signed contract and application for over a week now and they still haven't even ordered the appraisal. I understand that when they do order the appraisal, the VA certified appraisers (we're doing a VA loan) have 7-15 business days to complete the appraisal...but for a whole week to go by before they even pass our information on to the VA is unacceptable! Ordering the appraisal is the easiest part of the loan process! It's just been sitting in a pile since we sent it and they have no explanation for that except "we are experiencing high volumes." I understand that, but every bank has timeframe guidelines they must abide by.

For example, my Mother works for a small local bank and they are required to order an appraisal within 24 hours of receiving the contract & application! She also worked for Wells Fargo and Citibank and they had a very similar timeframe...for a week to go by without an appraisal even being ordered......unacceptable!!!

Anonymous
#241635

I AM SO FURIOUS STILL- OKAY- THE DUMB *** "SENIOR" A GANGSTER THUG, SHERRI BROOKINS, A FLUENT SPEAKER OF EUBONICS, STRAIGHT UP TOLD ME THAT MY LOAN WAS DECLINED FOR A VA LOAN BECAUSE I DO NOT HAVE PROOF OF ASSETS TO CLOSE- WTF!! I AM GETTING BACK NEARLY $23000!!

I KNOW FOR A FACT THAT I DO NOT NEED TO PROVE I HAVE CASH IN THE BANK- I WONDER IF THESE SO CALLED "EMPLOYEES" HATE THEIR MISERABLE LIFE SO MUCH THAT THEY JUST *** WITH PEOPLE! MY GOD I AM DOING EVERYTHING I CAN TO GET THE COMPTROLLER OF THE CURRENCY TO INVESTIGATE USAA MORTGAGE

Anonymous
#241633

JUST *** AGAIN BY USAA MORTGAGE PROCESSOR!! SHE BARELY SPEAKA A ENGLISH (WHAT A SURPRISE) AND DID NOT UNDERSTAND WHAT A MORTGAGE EVEN IS!

DID NOT UNDERSTAND THE CONCEPT OF ESCROW, A LOAN CLOSING, HOMEOWNER'S INSURANCE, COULD NOT ANSWER BASIC QUESTIONS, I MEAN WTF??

I MEAN THE STAFFING FOR USAA JOBS- ARE THEY HELD ACCOUNTABLE FOR WHOM THEY HIRE? CAN ANY FOREIGNER OF THE STREET WALK IN AND WORK THERE *** DUMB ***

Anonymous
#221943

I, too, must join the club the terrible USAA home loan process. However, in the beginning the process went smoothly until the loan packet went to the processor.

My wife and I received the loan packet in a timely manner and mailed the loan packet back within about 6 days of receipt with most documents, minus a few pieces that slipped our mind but we happily faxed them over in the next two days.

Throughout the process I tried to stay in contact with my processor because I had this feeling that nothing can go so smoothly. Staying in touch with processor was feudal, never answering the phone, rarely returning phone calls (maybe three conversations in total) and never returning emails.

The problem arose when "the underwriters and investors" required proof that my non-VA disability would last for more than two years. I was told the day before closing (not even 24 hours before) that they need a letter indicating disability would last at least two years. I contacted my attorney who wrote a letter indicating an indefinite period of time. Once USAA received this they called me back the day of closing to tell me that this letter wasn't good enough and it had to be a letter from the judge who tried my disability lawsuit from over four years ago. A judge who has never met me nor, I assume, remembers my case.

I have spoken to several people at USAA and they all tell me that they need this letter and nothing else will suffice. Tomorrow I will contact my attorney and see if he can get me the letter, which I highly doubt. Now I am left with having to choose another lender and hoping the seller will extend the closing date out another 6 weeks at least.

Instead of using living in our new house and enjoying the newly purchased appliances that I cannot take delivery of we are forced to stay in our rental house.

USAA seriously dropped the ball and now I am looking for another financial institution to handle all of my investment and banking needs. It sucks being a member since 1994 and being treated in such a manner. It brings all of their other services into question. There is absolutely nothing special nowadays being a member of USAA.

Anonymous
#216238

I am posting everywhere I can to warn people about USAA and their horrible treatment of customers (members) - USAA Mortgage is run by mexican immigrants, I am totally convinced of that!! Our VA Mortgage Processor, could not communicate well at all (and I think she cursed out my husband in Spanish) therefore, I will tell everyone I know AND the VA loan center about how Veterans and their families are treated.

I applied alnong with my husband for a VA Refinance a month ago. My husband is 100% disabked as a result if service in Afghanistan- a grenade exploded under him during a "sweep". He is a grunt, an infantryman and would die for his country- and he almost did!! Anyway, our VA Processor kept telling us he has to pay the 3.3% funding fee. Then, she changed her mind and said no he did not. She refused to accept any paperwork from the VA with his rating. This incompetant *** mexican lady put us through *** and back! It finally came to the point that our lock expired not once but twice on us. Had we gone through with the USAA refinance, we would have had another half a percent tacked on to our rate.

I am thinking that this malicious treatment has to be criminal or fraud. I find it hard to believe that a fortune 500 organization would be so "politically correct" in its hiring to reflect the large mexican american population in TX without regard to skill or merit. I understand that they have a consumer reporter on KENS 5 in SA. I have contacted him and they will be airing an expose on USAA Mortgage Services in early Feb 2011.

I want to vomit when I think of the bad people there.

Anonymous
#208697

I must say, I had a loan going with USAA in San Antonio. My loan representative was appauling!

She told me in October of this year that USAA Mortgage is horrible about hiring sufficient staff in the Processing Department. She told me (and I confirmed this with her "Senior" that each Processor has between 100 and 110 loans under their care at once!! I put the blame squarely on the shoulders of the management team. I am very surprised that Joe Robles does not hold people accountable!

Could it be that given the fact he is of mexican heritage, he will defend poor performance of the mainly Mexican American workforce at the USAA Home Office? It is pretty hipocritical that a company that serves USA veterans, has people who can barely speak English- DISGUS