We have been members of USAA for a long time, and use them for various things. They have been fantastic with customer support and I would suggest anyone who can use them (you have to be military or related to military) use them.

Because of the past great service, we decided to use them for our mortgage on the new house. So, far.. nightmare. It's been over a month, and I have no idea where our application stands. We were (pre)approved, so I'm not worried about getting the money, but don't know where in the process we are. So far, you can't get anybody there on the phone who can give an answer. Only people who can transfer you to voicemail for people who can. Then, those people don't seem to be very responsive. For example... Monday we called the main lady who is working on our file. When I last spoke to her (3 weeks ago or so) she hasn't even looked at it yet. So, we called Monday to see what was up since we were going to the blueprint meeting. Only voicemail, and no return call. So, we called again.. voicemail. We got someone and asked for a supervisor, and were transfered to yet another voicemail.

So, it's now Thursday with no return call. I just called again, and of course all of management is in a "meeting". So, I left a message with Yet Another Manager. Eventually, I'll get someone who is responsive. This guys name was Kevin, so he can't be all bad ;-) The meeting is to end at 11 (now), so we'll see if this guy is responsive. All I want to know is where my application is at.. not exactly a difficult thing or something that would take more than 5 minutes of time to call me. Not too bad seeing as how USAA would make a few hundred thousand in interest over the life of the loan.

UPDATE: Called back at 2, got Kevin's VM so transferred out. Ended up talking to another supervisor. Everything does look on track. I did say I wasn't happy about them not keeping in touch.