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  • March 18, 2010 at 11:42 AM #17224
    AK
    Participant

    I entered escrow early last month and went with USAA as my lender, based on 18 years as a happy customer. I knew I was dealing with a call center environment but they had great rates, no junk fees, and I was confident they wouldn’t try to screw me at the last minute. A few days later I got a giant FedEx envelope full of paperwork, which I somehow managed to read and sign and send back to them.

    A couple of weeks passed with no word other than “your application is being processed.” After numerous requests I got a “whoops, we need your 2009 W-2” message, which I supplied promptly. More time passed with no word other than “everything is on schedule.” Finally my agent’s transaction coordinator called to ask about the loan docs and got an “OMG you want to close when?!?!?” response.

    Several rounds of facepalming later, everything seemed to be on track. Then last night I get a call from the lender … it seems they needed account statements showing that the down payment funds in my brokerage account had been liquidated from cash to cash. (More facepalming.) I’d already transferred the required funds to my bank on my own initiative, but I’d missed the cut-off date for the monthly statement and I’d need to get some sort of account verification letter.

    This is where things get weird … This morning I drove down to the local branch of The Very Big Impersonal Bailed-Out Bank … the one that tried to pull a fast one when I applied for a loan last year. Much to my surprise I was helped promptly by a “Personal Banker,” who called up the appropriate department and ordered a verification letter. I fully expected to be told to wait 10-14 days or pay through the nose for rush charges. Instead he told me he’d fax a copy tomorrow for no extra charge.

    I’m astonished. That’s all I can say 🙂

    March 18, 2010 at 12:36 PM #527354
    Noob
    Participant

    I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..

    March 18, 2010 at 12:36 PM #527486
    Noob
    Participant

    I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..

    March 18, 2010 at 12:36 PM #527935
    Noob
    Participant

    I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..

    March 18, 2010 at 12:36 PM #528032
    Noob
    Participant

    I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..

    March 18, 2010 at 12:36 PM #528289
    Noob
    Participant

    I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..

    March 18, 2010 at 12:39 PM #527359
    LAAFTERHOURS
    Participant

    Im also a usaa member of about 15 years. I considered going with them or a credit union but after seeing a lot of positive feedback on HLS on this board, I went with HLS. I have to give him some props – was the best experience I could have imagined and this was the second time going through a purchase on a home. The first time was a trainwreck, worse than your description above.

    USAA service level has always been high and very thorough so thats a little suprising to hear but well noted. Hope everything runs smoothly from here on out.

    March 18, 2010 at 12:39 PM #527491
    LAAFTERHOURS
    Participant

    Im also a usaa member of about 15 years. I considered going with them or a credit union but after seeing a lot of positive feedback on HLS on this board, I went with HLS. I have to give him some props – was the best experience I could have imagined and this was the second time going through a purchase on a home. The first time was a trainwreck, worse than your description above.

    USAA service level has always been high and very thorough so thats a little suprising to hear but well noted. Hope everything runs smoothly from here on out.

    March 18, 2010 at 12:39 PM #527940
    LAAFTERHOURS
    Participant

    Im also a usaa member of about 15 years. I considered going with them or a credit union but after seeing a lot of positive feedback on HLS on this board, I went with HLS. I have to give him some props – was the best experience I could have imagined and this was the second time going through a purchase on a home. The first time was a trainwreck, worse than your description above.

    USAA service level has always been high and very thorough so thats a little suprising to hear but well noted. Hope everything runs smoothly from here on out.

    March 18, 2010 at 12:39 PM #528037
    LAAFTERHOURS
    Participant

    Im also a usaa member of about 15 years. I considered going with them or a credit union but after seeing a lot of positive feedback on HLS on this board, I went with HLS. I have to give him some props – was the best experience I could have imagined and this was the second time going through a purchase on a home. The first time was a trainwreck, worse than your description above.

    USAA service level has always been high and very thorough so thats a little suprising to hear but well noted. Hope everything runs smoothly from here on out.

    March 18, 2010 at 12:39 PM #528295
    LAAFTERHOURS
    Participant

    Im also a usaa member of about 15 years. I considered going with them or a credit union but after seeing a lot of positive feedback on HLS on this board, I went with HLS. I have to give him some props – was the best experience I could have imagined and this was the second time going through a purchase on a home. The first time was a trainwreck, worse than your description above.

    USAA service level has always been high and very thorough so thats a little suprising to hear but well noted. Hope everything runs smoothly from here on out.

    March 18, 2010 at 12:40 PM #527364
    LAAFTERHOURS
    Participant

    [quote=Noob]I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..[/quote]

    They also outsource bike insurance so i hear.

    March 18, 2010 at 12:40 PM #527496
    LAAFTERHOURS
    Participant

    [quote=Noob]I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..[/quote]

    They also outsource bike insurance so i hear.

    March 18, 2010 at 12:40 PM #527945
    LAAFTERHOURS
    Participant

    [quote=Noob]I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..[/quote]

    They also outsource bike insurance so i hear.

    March 18, 2010 at 12:40 PM #528042
    LAAFTERHOURS
    Participant

    [quote=Noob]I have been a USAA customer for 29 years. They do such a great job in their insurance unit and in the Fedral Savings Bank unit. However, I have had similar luck with their Mortgage unit. About 3 years ago I tried to refinance a mortagage and had a bad expeience. I finally gave up on them. In my complaits to them regarding the situation, I learned that they outsource the mortagage business and label it as their own. Apparently, their high level of customer service has not yet been transfered to their outsource partner 3 years later…..[/quote]

    They also outsource bike insurance so i hear.

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