USAA Savings Mortgage Complaint

USAA Savings Mortgage department,

VA mortgage Application, originator, mortgage broker Ohio

My mortgage processor with USAA, - - - emailed a completed VA form with my social security number, date of birth, full name and address prefilled on the form without any read protections or encryption since she felt it would be faster than using USAA 's encrypted banking website to send the form. USAA 's own internal company policy prohibits emailing of any mortgage forms because of the risk of identity theft ( as stated to me by another representative earlier in the mortgage process when I requested a loan pre-qualification letter ). Despite - - claims to the opposite, the email was not encrypted and she feigned ignorance of how encrypted emails work by stating that USAA 's networks are encrypted and thus all emails are as well. Her deliberate act to email a VA form with my personally identifiable information ( PII ) via an unsecure email without any document protections ( such as requiring a password to open the file ) has exposed me to the potential for identity theft now. Beyond this issue, throughout the mortgage process USAA refused to honor my wishes to contact me by telephone instead of by email, causing delays in providing documentation. USAA also failed to explain the process in which mortgage officers are appointed and how you may not have the same officer if you have to cancel - application and begin another. The quality of the mortgage officers varies widely with some apparently completely unable to read a customer profile ( I am not married, but - - insisted I was - and asking to have a new officer assigned becomes an adversarial event between the customer and a manager. Management of these officers is similarly terrible with promises not being followed up on or even phone calls returned requesting help. I do not intend on ever using USAA for future mortgages and I would not recommend them to anyone either.