I had similar issues with USAA attempting to get a mortgage through them. Nothing but headache, went with a different company. Now have changed banks as well. I still keep the USAA accounts open, but there is no money in there.
They grew too big, too fast. And it irks me a bit when I see their commercials touting military service. I’ve been using them in some capacity for 21 years...and the last 5 years have shown me repeatedly that better products exist.