This article is based on my actual experience refinancing with the USAA mortgage department, if you are in the market to refinance your home or purchase a home, it is imperative that you read this post. It WILL save you time, frustration, a voice box (from extensive yelling) and months of unwarranted stress. Allow me share my continuous horror story.
Let me begin by saying I have very stable employment backed by an excellent credit score, therefore, like most of you, I thought it would be an excellent choice to refinance with USAA, and based on my research and other reviews from members online, it was a sound choice.
Not to mention I had a long standing history of utilizing their vast selection of services ranging from car loans to checking and savings accounts. What other bank will refund ATM fees back to your account? As far as the refinance is concerned, USAA offered a great percentage on a 30 yr fixed loan. Needless to say I couldn’t say no, and began my refinance application on Nov 14th. The refinance process seemed to be going smooth. The mortgage specialist based out of San Antonio Sylvia M**** (Mortgage Processor/ Mortgage Fulfillment Support) was very helpful and contacted me promptly for any required documents. Fast forward a few weeks into December where I began to notice a disconnect, there were no emails from Sylvia and something felt uberly strange. I felt a bit concerned and the stress began to build up as I was required to continue paying my high mortgage with PNC Bank — a bank I wouldn’t recommend to Lucifer himself.
Now I’m pissed, I have a nagging wife, the baby’s crying, and the fact that I have to continue dealing with PNC prompted me to be more proactive in contacting Sylvia (USAA).
Not only has Sylvia not returned calls or voicemail’s, but till this day she and Manager: Tim T****** have yet to email me back with information regarding my refinance. What makes the situation worse is the number at the bottom of their email signature which states “If at anytime your needs or expectations are not being met please call (800)531-8722 ext. 78220″. The number is A NON-WORKING EXTENSION WITH NO VOICEMAIL– a virtual dead end.
Seriously, If you call (800)531-8722 ext. 78220, a prerecorded voice will state ” I’m sorry, this mailbox has not been set up” , followed by a disconnect. USAA will literally terminate the phone call. I wish I could make this shit up.
The USAA online community forum is currently flooded with complaints from their mortgage departments lack of quality service. According to my research, the average refinance loan time should take 30-60 days. There are quite a few members past the 90 day mark –Is this service acceptable. In the end, USAA offers some great services to its members, however, based on my actual experiences and reading pages of bad consumer reviews , i’m not sure I feel comfortable recommending their refinance service. Stay tuned.
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