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Original Comment USAA communication with their customers is by far the worst I have ever experienced. They assign you a processor when trying to get a home loan that will send you an email stating that they are your one point of contact. Well with my experience this one point of contact is never available. I would call several times a day and only get a voicemail. This voicemail would state leave your name and number and I will return your call by the end of the business day. Yeah that never happened. Then finally after an email complaining I get an email stating I have been trying to call you at a number that was incorrect. This tells me they are not even checking their voicemail since I left my name and correct phone number. I would send emails and very rarely get a reply. I would download requested documents and email them to this one point of contact and then get a notification stating I still need to download the same documents. They sent me a notification of a deadline to get all documents into them or they would cancel my process. Funny thing is the documents they needed couldn't be possible until after I sold the house I currently live in and that wasn't happening for another couple of weeks. They have a copy of the contract for the house I was selling with all the dates and I have personally told them what day I was closing on the house I was selling and was assured it wouldn't be a problem. Unrealistic expectations. Then to top it all off, they make you pay a 350 dollar good faith payment to even start the applicaiton process and tell you its non-refundable. Most lenders don't get a dime until they get you to closing. I believe USAA does this to prevent people from just quiting them. If they get someone even a little invested maybe they will stick it out through their incompetence. Everytime I call I get another excuse. First its we will send out an email to the supervisors and you should get a call back by close of business. When close of business comes and I call them back I get well they have 24 hours to contact you. That 24 hour mark came and went two hours ago. Who is holding anyone at USAA to their own standards. Why does the standard change with every phone call? USAA may have suckered me out of 350 dollars and wasted my time but I will ensure I share my experience with all friends, family, and Soldiers. For someone who uses the military as a marketing tool and claims to do such a service to those who have served sure does not show it through their customer care and methods of business. Thank you very much for your support USAA (Sarcasim)and I'm sure nothing will come of this message as nothing came of my phone calls and previous emails.

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