As of November 2021, USAA is not accredited by the Better Business Bureau (BBB), where it earns an A+ rating. And with more than 716 reviews left on the site, it earns 1.23 out of 5 stars. Customers largely complained of slow customer response times, poor communication and transparency and issues when filing claims regarding insurance policies. It’s also worth noting that USAA has closed nearly 1,700 customer complaints in the past three years.
On Trustpilot, customers rated USAA 1.3 out of 5 stars with 1,154 reviews. Some customers praised its excellent customer service and low fees. However, most customer reviews reported otherwise.
A majority of dissatisfied customers describe a poor customer service experience, slow processes and issues with insurance claims. These reviews are for USAA as a whole and not necessarily its mortgage products.
Reviewers on Zillow shed a little more light on USAA’s mortgages in particular. Reviews lean positive, with customers rating USAA 3.64 out of 5 stars based on 74 reviews.
Complaints regarding USAA’s mortgages center around unresponsive loan officers, a challenging and frustrating loan process and higher mortgage rates compared to other lenders. Other customers say the process was actually smooth, and loan officers were responsive and knowledgeable.
For unfiltered feedback, check out USAA’s Member Community online. USAA responds to most inquiries on the forum, even forwarding negative reviews to more senior departments to sort out any issues.
Bank of America has been accredited with the Better Business Bureau (BBB) since 1949, boasting an A+ rating for its operations after closing over 6,000 customer complaints over the last three years.
However, it falls short in the customer service department, earning slightly over a one-star rating from 475 customer reviews. It’s a similar story on Trustpilot, where the bank has a 1.3 rating based on 844 reviews as of August 2021. While customers praised the savvy online experience and diversity of mortgage products, many were frustrated with the service they received.
It’s worth noting that these consumer reviews are for Bank of America as a whole — and not for its mortgages specifically.