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USAA vs. Chase Bank mortgages

How do USAA's mortgage lending services compare to a big-name bank like Chase Bank?

How do USAA and Chase Bank compare?

USAA logo
Chase Bank logo
  • Choose this lender for access to a variety of VA loans
  • Choose another lender if you’re not a USAA member
  • Choose this lender for great in-person help at branches in 22 states
  • Watch out for frustrating customer service online and over the phone
  • A good option for borrowers who want a mortgage from a well-known bank.

Loans offered

  • Conventional
  • Refinance
  • Jumbo
  • HELOC
  • FHA
  • VA
  • USDA
  • Conventional
  • Refinance
  • Jumbo
  • HELOC
  • FHA
  • VA
  • USDA

Minimum credit score

Conventional: 620

Conventional: 620

States available

Available in all states

Available in all states

Pros

  • Solid customer service
  • Specialized help for military members
  • Simplified mortgage process
  • Flexible application process
  • Online tracking
  • Other banking products
  • Member discounts

Cons

  • Members only
  • Multiple fees
  • Requires fair to excellent credit
  • Limited branches for in-person service

Customer reviews

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.
As of October 2020, Chase Bank has an A+ rating with the Better Business Bureau, yet reviewers on the site have only rated it 1.18 out of 5 stars. The bank’s score is only slightly better on Trustpilot, where it’s currently rated 1.3 out of 5. However, it’s important to note that these reviews are for Chase Bank as a whole and not necessarily its mortgage products. Satisfied customers praise Chase’s mobile app, online access and personal service in branches. Most of the negative reviews focus on frustrating customer service, with customers having trouble getting in touch with a helpful representative, being passed around on the phone or just never getting the help they need.

Compare mortgage lenders

Compare top brands by home loan type, state availability and credit score. Select See rates to provide the lender with basic property and financial details for personalized rates.

Name Product Loan products offered State availability Min. credit score
Rocket Mortgage
(NMLS #3030)
Rocket Mortgage
Conventional, Jumbo, FHA, VA, Refinance
Available in all states
620
Streamline your mortgage from quote to final payment — all from your computer or phone.
AmeriSave
(NMLS #1168)
AmeriSave
Conventional, Jumbo, FHA, VA, USDA, Refinance
Not available in: NY
620
Great customer reviews and customized rate quotes in three minutes with no SSN needed.
Veterans United
(NMLS #1907)
Veterans United
Conventional, FHA, VA, USDA, Jumbo, Refinance
Available in all states
620
Veterans United stands out from other lenders for its focus on serving the military community.
Better
(NMLS #330511)
Better
Conventional, Jumbo, FHA, Refinance
Not available in: HI, MA, MN, NV, NH, VT, VA
620
Online preapproval in minutes and no origination fees with this direct lender.
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