USAA has been amazing in all other areas with the exception of the mortgage area. I purchased a home in 2008 with USAA and the process was smooth with no issues so I thought I would have the same experience when I looked to buy another home. I was very VERY wrong.

It all started with my mortgage processor "misplacing" my sales contract and delaying an appraisal for a month since they never called me to say they needed another copy. That was just the tip of the iceberg sadly. Every call to my processor was met with the same line "I haven't looked at your file yet since it has been so incredibly busy" and she would say everything is fine and they don't need any more files from me.

Fast forward to a week before closing and the title work is still not done (because it was ordered late), the appraisal from VA was ordered late and still hadn't come back, and they keep telling me I have credit issues surrounding an AMEX card that never had a late payment and with my overall credit score above 790.

Closing day came and went, and now USAA has an issue reading the VA appraisal stating that the crawl space needs to be deeper to allow for termite inspections (a project costing in excess of $10,000 and a termite inspection was already completed) and that some damaged tiles in a bathroom need to be fixed (even though I am gutting the bathroom immediately upon closing). I am still waiting on a manager from the Mortgage processing area to help but they are insisting I call the VA for clarification even after explaining to them that the VA will not speak to anyone but the lender.

I have been a member of USAA for 6 years and have purchased almost every single product they offer. Sadly, when I call to try and get assistance from higher, I get sent into a never ending automated phone system or get sent to an operator that can't help me because the rules don't allow them to.

If you are thinking of financing a home through USAA, save yourself the hassle and go with another lender. The ex

I have 2 checking accounts, 1 savings account, 1 Roth IRA, 1 credit card, a few other mutuals funds, renters and auto insurance through USAA. It's wonderful to have access to so many different services through a single bank. The customer service is amazing. I've never been disappointed with the quality of customer service. They have certified, non-comission financial advisers working at their call center who will spend hours running through different investment strategies, consequences, and tax information. They have always been extremely helpful.

I've also had to file renter's insurance and fraud claims with them. They were very easy to work with and got my accounts secured and refunded in no time.

This is, quite honestly, the best bank I've ever used. There are more competitive rates out there. I use ING Direct (now Capital One 360) for higher-interest savings/checking and Navy Federal Credit Union for a better auto loan rate (but worse credit card rate?). I also got quoted for a life insurance rate that I'm sure I could find more competitive elsewhere (26 y/o healthy male). Still, I highly recommend this bank... just shop around if you need to for certain products.

My husband and I tried to do a streamline refinance loan since our loan was orginally with USAA. Was approved,mind you our credit scores are 790. It was the appraisal. We were underwater, which in my understanding thats what the streamline is for. The wonderful "customer service rep" sarcastically said to my husband "what, you dont have 40,000 to bring to the table? Thats all you need for the loan. He also informed my husband of course the original loan was with GMAC. We still have the paperwork. It was a mess. I put a complaint in to USAA because we paid the good faith 350.00 and since they changed the terms of the loan I want my money back. The lady who called us back said she is going to work on us getting it back, that was two weeks ago. She said the loan was immediately sold to GMAC right after we signed the papers back in 09. My husband tried calling this person who called us who told him she works for the CEO ?? She supposedly is on vacation till next week. I doubt we will see that money back but I do know one thing, I will be pulling my business from USAA and will never do business with them again. And by the way USAA we got approved without an appraisal with a great company.

Incompetent processing

Supervisors lied to cover up mistakes - after 34 years of doing business with USAA i NEVER thought I would be lied to!

Their customer service has gone from the best...to now the WORST...or non existent

After dragging their heels and taking over 90days to close a loan..they then tried to charge me an additional 1/8 pt to extend the rate lock...again..ZERO customer service

I am researching other banks to take my business to..it doesnt seem to bother them that long time members are leaving in droves!!

I've been trying for several weeks now to withdraw from one of my accounts. I sent in the correct documents and even checked with them to make sure I was sending it to the right email. They said that I was so I sent it, then 2 weeks later and still no reply. I Sent another email double checking that I sent it to the correct email, and again they said yes. A few more days passed and nothing. So I sent the form again and ask them to please expedite it because I need my money. I got a reply back saying that they didn't use that email to process documents for withdrawing... Terrible customer service to say the least.

I work in Afghanistan and have had several experiences with USAA complicating my vacations. When they are not disabling my debit/credit cards that have been made availabled for other countries they are busy complicating my credit report. Recently they put a fraud alert on my Equifax credit report when they were not able to get ahold of me via cell phone. Its the weekend in the states and I am on a 12 hour difference here. So getting in contact with somebody in states is difficult when you have to wake up at 1am to make a satelite phone call from a recreation facility.

I want to warn everybody to STAY AWAY FROM THE USAA mortgage department. They are incompetent and misleading. I lost the house of my dreams and over $2000.00 in appraisal fees, inspection costs and lost earnest money. They did not disclose the basic loan requirements stating the list would reach into the thousands (Boyd). Everytime I thought I was done with the required items, the "underwriters" would ask for more. In the end I lost.

I opened an account online with fortunately small deposit, several days later my account was frozen for security purposes. I was told that they required a copy of my social security card for ID verification. As my social security card was misplaced I asked if a copy of my passport would suffice, I was told it would. I sent in a copy of my passport but my account was not unlocked. The reason I was given was that I had not sent in a copy of my social security card. I asked them to close my account and return my opening deposit, I was told my deposit would not be returned until I supplied a copy of my social security card.

Note that the Social Security web site states that the physical social security card is not necessary as long as you know your number.

First, I have been with USAA for 38 years. I have never missed a payment on my insurance (personal home, 2 rental homes, and apartment complex, an ocean boat, my Malibu ski boat, two trailers), I financed my C6 Corvette (paid off), C5, TransAm with no late or missed payments for 20 years. My home equity is paid off, no late payments. My health insurance, never late. But because I had to short sell one home due to George W. crashing the economy, they won't work with me at all on my credit card line, and increase my apartment complex insurance by 50% a few months ago. DO NOT USE USAA!!! My Chase account looked at the situation and fixed all credit limits. DON'T USE USAA!

I have been a member of USAA for 47years. Love the company..have referred many friends and family over the years.

Decided to get a mortgage with USAA because I felt they would be easy to work with and they know my history. Our credit rating is above 8 and we owned two homes debt free.

To say my experience was a nightmare would be an understatement. Total incompetence.. In the beginning when we were getting pre approved, things went well. As soon as we started the application process it was like someone from outer space took over the case. I know that banking regulations are very strict and all things must be verified. However, there is no excuse for losing documents, not returning phone calls a and generally having very little knowledge of financial situations that are not basic w-2s. Our processor was incompetent. I am very disappointed that USAA would subject their clients to this treatment. I know this person would never be hired to discuss insurance with USAA clients..so why the difference with the mortgage department?

I am in hopes that someone from USAA will read this and get back to me. As a long time member I think I am deserving of that courtesy.

Tom Dusel