As of February 2022, USAA is not accredited by the Better Business Bureau (BBB), where it earns an A+ rating. And with more than 769 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 1,853 customer complaints in the past three years.
On Trustpilot, customers rated USAA 1.3 out of 5 stars with 1,277 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.
Reviews for this lender are mixed, but trend toward negative. First-time homebuyers recommend Wells Fargo for its thorough guidance through the home loan process. Other borrowers praise its mortgage specialists for their professionalism and helpful advice over the phone.
Of the complaints, the most frequent was of customer service's slow response time and the excessive documents needed to assess loan applications.
As of February 2022, Trustpilot gives Wells Fargo a rating of 1.3 out of 5 stars based on 674 ratings. The Better Business Bureau doesn’t give Wells Fargo a rating, but it gets a customer score of 1.07 out of 5 stars based on 505 reviews, and the BBB has recorded over 1,712 complaints closed in the last year alone.