I was offered an acceptable refinance rate for my VA mortgage on my initial conversation with USAA and agreed to have them take $350 from my checking account. When they called to follow up the deal, they said that I didn't qualify for the rate I was promised and that I would have to pay a higher rate, which was unacceptable to me. When I told USAA that the new rate wouldn't work for me, they promised to refund my $350. Three weeks have passed, and they have not done so, even though I have called them numerous times. I was told that they do not refund this money and that they are waiting for the finance department to get a response. If you look on their website, they have no number for customer service or way to launch a complaint. They are obviously trying to make it hard for customers with complaints to talk to them. I originally had problems with USAA's mortgage department with my first mortgage with them three years ago, so this is not the first time I've had problems with them. It will be the last time.