Terrible, absolutely terrible. This loan processor should be fired.
We sent in 26 documents on a Friday. Angel was at work that Friday, the following Monday, and then left work "sick" on Tuesday morning. She never added our documents to the loan package. For the next two weeks our loan application languished in underwriting.
USAA is a good company for banking and auto insurance and a decent company for homeowners insurance. I have been a USAA member since I was sixteen; their customer service usually is exemplary. However, their mortgage division is like a completely different company!
Don't get me wrong, the terms of the mortgage were excellent. 3.75% on a 30 year fixed with 1.125% points. Yes, negative points -- I was pretty surprised too. USAA was able to approve a VA loan on a house approaching $800K. With a VA loan, there's no down payment on the first portion of the loan (up to $477K in San Diego County) and then you pay a 25% downpayment on the portion over $477K. In our case, we were able to obtain a loan with just 9% down rather than the 20% that a conventional loan would require.
However, if you do decide to go with USAA you must allow a *long* length of time until closing. 60 days at the minimum. You will have to ride their employees to do their job. You can expect indifferent service, sloppy paperwork, and calls that won't be returned for days. Don't even bother to hope that your loan processor will return your phone calls. Ultimately we worked with Angel's supervisor directly to process our loan. We moved heaven and earth to meet sudden demands for "just one more document" and tried to respond to duplicate and contradictory requests from underwriting. If my husband hadn't been so diligent in obtaining records and following up several times a day with USAA our home purchase would have falle through. We still missed our desired closing date by four days.
Think very carefully before going with USAA for a new home loan. If Angel Bartlebaugh still works for USAA and you have the misfortune to be assigned to her, immediately demand a new loan processor. For that matter, if you have any communications problems or get a bad vibe from your loan processor immediately contact a supervisor and demand a new processor.