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USAA Complaint - Poor service originating a mortgage-missed closing date - Mortgage
Complaint
SAN ANGONIO, TEXAS -- We have had two experiences with USAA Mortgage and it is the most recent that is prompting this review.
Despite fulfilling every request USAA made of us in a timely fashion AND modifying our contract with our seller several times to conform to their requests (needless and redundant requests, accordingly to our real estate attorney), USAA caused us to miss two closing dates and we no longer have a contract. At one point they asked us why certain monies had not transferred--monies that only transfer at closing-a closing they caused us to miss! It is clear that they do not know what happens at closing.
They do not know what they are doing, take days to answer phone calls, and at least in the mortgage services branch of the bank, DO NOT value customer service.
Several years ago I financed a condo through them and was told by my real estate agent that the title agent found them hard to work with. I blew this observation off, because I was so impressed by the customer service in other areas of the company.
However, the nightmare experience we had the last month confirms to me that the phrase"time is of the essence" has no meaning to them and that they could benefit from a trained person to explain their documents to them.
I cannot comment on what percentage of loans they complete without difficulty and what percentage they do a few stupid things with and what percentage they totally flub. However, the fact that they seemed to view their errors as standard operating procedure did not inspire confidence in their quality control.
I suppose whether one chooses them as a mortgage company depends upon how much of a risk-taker one is. As for us, next time we will be a choosing a company where we have a higher certainty of closing on time after weeks of straightforward (as opposed to inexplicable) business dealings.
Despite fulfilling every request USAA made of us in a timely fashion AND modifying our contract with our seller several times to conform to their requests (needless and redundant requests, accordingly to our real estate attorney), USAA caused us to miss two closing dates and we no longer have a contract. At one point they asked us why certain monies had not transferred--monies that only transfer at closing-a closing they caused us to miss! It is clear that they do not know what happens at closing.
They do not know what they are doing, take days to answer phone calls, and at least in the mortgage services branch of the bank, DO NOT value customer service.
Several years ago I financed a condo through them and was told by my real estate agent that the title agent found them hard to work with. I blew this observation off, because I was so impressed by the customer service in other areas of the company.
However, the nightmare experience we had the last month confirms to me that the phrase"time is of the essence" has no meaning to them and that they could benefit from a trained person to explain their documents to them.
I cannot comment on what percentage of loans they complete without difficulty and what percentage they do a few stupid things with and what percentage they totally flub. However, the fact that they seemed to view their errors as standard operating procedure did not inspire confidence in their quality control.
I suppose whether one chooses them as a mortgage company depends upon how much of a risk-taker one is. As for us, next time we will be a choosing a company where we have a higher certainty of closing on time after weeks of straightforward (as opposed to inexplicable) business dealings.
Comments:
Posted by Alain on 2010-11-25:
Thank you for the warning.
Posted by RestaurantGuy on 2010-11-25:
While I use USAA for almost everything when I initiated my mortgage I went with Wells Fargo. Something as big and important as a mortgage you should meet with someone face to face not over the phone orby mail/email. Now I did refinance with USAA and that went very smoothly but that may be due to already having a mortgage loan
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