Usaa Mortgage Services

We've been USAA customers for years and expected the same quality service when we chose them to refinance our mortgage. We were deeply dismayed at the entire process. Once they sold us the refi, the level of service dropped to just about nothing. Our mortgage representative, Edson Kamuruko, was completely unresponsive to our emails and phone calls regarding discrepancies in our paperwork. Upon reaching his manager, Ms. Cooper, we ran into another brick wall. She appeared uninterested in our concerns and could not answer our questions. Further digging led us to Tanisha Cooper, who did indeed return a call and set up our wire transfer. She explained that USAA works with many different organizations on each refi, and the various departments rely completely on their automated processes. There is no communication from one human being to another. One absurd result was that we received not one, not two, but EIGHT separate FedEx overnight packages containing our Closing Disclosure documents. The crowning moment was when about an hour and a half before our closing, we received a call from the contractor responsible for doing our closing paperwork to let us know she had not received any of the documents. We still hope to be able to close on this loan but are still waiting. Run, don't walk, to any other lender to get a refinance on your mortgage. Absolutely terrible experience, and when we sought to speak to a manager to give feedback on the process, we were told we'd get a survey when the process was complete. We're shell-shocked.

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We contacted USAA to re-finance our mortgage. Their rates were very good. Our loan processing was straightforward, however due to low rates the volume was high. We believe that was the underlying cause of the poor service we received - attempting to operate above their true capacity - however when asked USAA never admitted as much. Their stated policy was to respond to any questions or inquiries within 48 hours. Our processor was initially very helpful, then we went approximately one week without hearing from her. We received an odd automated phone call explaining that USAA was experiencing heavy call volume - don't call them, they will call us. With rates increasing and the potential to lose a good deal of money, we called and asked to speak to someone. We were routed through a seemingly endless customer service process which, while very professional, never answered any of our questions and simply cost us 1-2 hours. A secondary issue was my wife's credit report. USAA identified an incorrect entry on her report - a minor discrepancy we were previously unaware of. No big deal - we directed them to process the loan in my name only as she is a stay at home mom. At closing we would add her name to the title. This course of action was readily agreed to by other lenders. For roughly 6 weeks our processor refused to act on that direction and continuously told us their 'credit team' was looking into the matter of my wife's credit report. One business day before our closing, we did not know if we would close or not. There were no results from this credit team, and we were not sure of the status of our loan application. No appraisal had been ordered, and we were on our own to straighten out the Title company (we directed USAA to use one of our choosing yet they had sent the loan to one of their choosing). Our next concern was whether we would be able to keep our rate which we previously locked in...still never received an answer on that. We were willing to give it one more try if they would guarantee the original rate with no point increase (they said due to the delays they would charge us .25 points). On a Wednesday they said they assigned their top processor who would contact us quickly. 7:00 PM that Friday she called and said she would call me Monday. The following Wednesday I emailed USAA to tell them we were done...she never called, and our questions were never answered. I simply lost confidence and decided they did not warrant over $50,000 in interest payments over the next 15 years.