USAA - Anyone have mortgage issues?

[Patrick Menefee]

Let me start by saying I've been a USAA member for over 10 years and have had great experiences with them. Unfortunately, my experience with them on this mortgage has been poor at best. Has anyone else had any issue with them when getting a loan?

I contacted them because I had an issue with a previous appraisal and had to delay my DDP and close. They set the close dates and assured me that we'd be good to go. My appraisal was ordered 2 full weeks ago (and paid for), yet it still has not been scheduled. To top it off, despite repeated requests for updates I'm lucky if I hear back from my loan officer once every 48 hours and when I do he only addresses one of multiple points/questions on any given correspondence. 

I've called (never picked up, always had to leave a voicemail that rarely gets returned) and sent emails, and called his alternate contacts to no avail as well. Guarantees of information, next steps, or follow ups are never actually fulfilled (said I'd have conditional loan approval pending appraisal on Friday...on Monday AM we spoke and he didn't have it, but he'd call me back by the end of the day with an update. It's Wednesday and I haven't heard from him despite multiple follow ups).

Is this normal with larger institutions? Have any of you had similar experiences? I'm horribly disappointed in this as I've never had such an awful experience with USAA before. At this point I can guarantee I never go to them for a mortgage again unfortunately. Am I the only one?