I had a very similar experience with USAA Mortgage – twice!

Back in 2001 or so, they barely complted my mortgage on time. Could never get through to them, and then suddenly received lots of last-minute requests from the “underwriter.” Almost didn’t close on time. I remember making many angry frustrated calls — into an answering machine!

I was foolish enough to give them another chance in 2004. Same issues. I gave up on them about a week into to process and went with another lender. I sent USAA a letter explaining my frustration, asking for my $250 application fee back. Never got any response.

Their insurance and banking are great, but their mortgage department is as bad as any. (Mortgage is outsourced to some company called PHH.)

IMO, USAA is very foolish to allow this one segment of their business tarnish their strong brand.