Consumer complaint received 2017-05-08
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I applied for a refinance loan on the current VA loan I had with Navy federal Credit U nion ( NFCU ).    Two  weeks into the refinance I was informed my VA appraisal came in lower than I had expected, the NFCU  XXXX  Manager expected, and the  XXXX   home  appraisal rating. I asked the  NFCU  loan officer about appealing the VA appraisal and asked in writing for the rules on appealing my VA Appraisal. This request was made on   XX/XX/XXXX   in  writing to the loan officer, her supervisor and his supervisor. on  XX/XX/XXXX  I r eceived the form to file the appeal. I was told I had to fill out the forms and resubmit them and that this would halt the loan process. I contacted the loan officer and multiple supervisors via email during this time, All informed me that I had to fill the forms out correctly or the VA would reject them. So I had to fill them out twice. As a man with  a   XXXX   XXXX  in  XXXX   I co uld not make heads or tails out of the form requirements. I contacted a real estate agent and they worked with me to get the answers sufficient to have the VA Appraiser to raise the value of my home from  XXXX  to  XXXX . The  three  comparable units I submitted were valued at  XXXX  to  XXXX . I am filing a complaint with the Virginia senators on the VA appraisal inspectors form the south of the state undercutting the value of homes in northern Virginia. They are abusing the veterans in northern Virginia and the senators need to take a peek at this! Sorry its part of the complaint. Now having gotten to the value of the home correct ( or as close to correct as possible ) I was informed my rate had changed. I requested to appeal that due to the lateness of the VA appeal documentations from the loan officer. As I explained to the managers it was their loan officer who failed to supply me the documents in a timely manner. During this time we had set a closing date of   XX/XX/XXXX  but were debating the interest amount. On either the  XX/XX/XXXX  or the  XX/XX/XXXX  I re ceived a call from the mortgage collections department wanting to know why I had not made my mortgage payment yet. He stated something to the nature of I am on a list of people with recent credit issues with NFCU and we are informing you that if you do not pay your montage on time we can submit a derogatory credit report. I interrupted him several times and said I am in a refinance of my mortgage, and he keep going on how this can damage my credit. I finally told he that I would pay it before the penalty date if I did not close on the house and hung up! I find that harassing and along the lines of what the  NFCU  was fined for last year by the CFPB. I was one of those folks who had his funds grabbed and not given back, I did not get contacted about the last complaint by NFCU. I did not know about the CFPB until my problems with  NFCU  on the refinance of my home and did a little research. O n  XX/XX/XXXX  I  asked the mortgage processor and supervisor about someone calling me calling me and hounding me about paying my loan, I stated I wanted to know why this was happening and that senior management of  NFCU  be made aware this was happening! I never received a response to my request. This loan has closed and I received a letter from the VA explaining my rights under the VA loan, it specifies " While there is no grace period, lenders can not assess a late charge unless your mortgage payment is more than 15 days late. Late charge can not exceed 4 % of the Monthly payment amount. '' By the VA saying this, they imply a 15 day grace period. I know better that I am being assed interest every day.     Needless to say I could not get the Loan processing team out of FL to lower my loan interest amount, I informed them that I would except the rate begrudgingly but would bring it up at the  84th  Annual meeting of members of the  NFCU  in  XX/XX/XXXX .     We Closed on the house  0n    XX/XX/XXXX   of  XXXX   2017 . On  XXXX   XXXX ,  2017 , I emailed about my check for the refinance and received an email saying it was should be deposited later that day! I called the NFCU settlement office and confirmed that the wire transfer had been sent. on   XX/XX/XXXX   I went to  XX/XX/XXXX  office of NFCU and was told the wire transfer failed and it would be deposited by cob that day.     All of this was going on dealing back and forth trying to find my money ( that I had to beg for  )  while I was running to and from  XXXX  during my  wife   XXXX   XXXX  .      The answer I got was a problem with the wire.      NFCU  has gotten too big and the  XXXX  veteran does not have a chance. The local NFCU manager in  XXXX  knows here area and customers. She is the only person in the whole organization that tried to help me, but most of the time it is out of her hands. I have the emails from dealing with the loan officers and how I tried to solve the issue.     On    XXXX   XXXX   2017  I went to NFCU  84th Ann ual Meeting. During the new business section of the meeting the " CFPB Orders Navy Federal Credit Union to Pay {$28.00}   XX/XX/XXXX   for Improper Debt Collection Actions '' was brought up by  two  members each seeking to understand what happened and who was fired! These questions were directed to both  XXXX   XXXX  and  XXXX   XXXX .  XXXX   XXXX  seemed to gloss over the issues and said that the  NFCU  was not doing anything wrong and thereby no one was fired. At that point I told  XXXX   XXXX  that the NFCU is still using those practices and they used them on me less that a month ago. He called me a liar in polite terms. I would not let go of the issue and was assured someone would make it right. That night I was approached by a female who said she represented the  XXXX  and wanted the whole story, I explained my issue with the mortgage collection call and the fact I got punished with a higher interest rate on my loan for an incompetent loa n counselo  r and the NFCU training  program.     This person turned me over to "  XXXX   XXXX  ''  (  not sure if this is his real name as he could not name his boss during a conversation with me ). He said he would look into the matter. Later, I find out "  XXXX  '' is the VP of mortgage collections. But he sure knew how to play  dumb  when I told him I wanted the name of the guy that called me a liar, finally after I reminded him that he told me he worked directly for the that guy the night we met!     On   XX/XX/XXXX , so meone called from NFCU management  suite   , (  phone number is outgoing only ) and said that I was correct about the mortgage collections call and apologized for the phone call and assured that it would never happen again. I then asked what about the loan and how 's about the  XXXX  being the one to call and apologize, he called me a liar! once again I was told someone would call and take care of it.     Now on top of this each time I start with a new person I have to rehash everything again and again. they do not seem to have a central file for documentation on their loans.     Several calls were made between   XX/XX/XXXX  and   XXXX   XXXX   2017 bet ween myself,  XXXX   XXXX , and  XXXX   XXXX  in trying to solve my issue. During this time, I had to give a deposition in a court case with  XXXX  over my Credit report. I spent  four  hours being drilled and implied a liar during this case and now they are working out a settlement with my lawyers.  ( Needed  information  )  O n  XX/XX/XXXX    XXXX   XXXX   VP  mortgage processing  (  not sure ) contacted me about my issues and we had to rehash the whole process again. She said she would talk to her  manager  and see if we could resolve this issue. I was very hopeful that we could come to a resolution. On th e  XX/XX/XXXX  I g ave my deposition on my battler with the credit bureau. Around  XXXX  o'clock that day  XXXX   XXXX  offers me to lower my loan percent to the original interest. I asked about a call from the  XXXX  and that apology and she said she did not know about it. I told her I had to wait a day to decide if their offer was enough.     I called  XXXX  and asked about the apology and he said I was wrong not the  XX/XX/XXXX . He seems to know a lot more about my case by this time.     I called  XXXX   XXXX  and told her the current  IRRL  was 3.250 % and I would take that, she stated that is has a .50 % funding fee. I said toss that in form all the issues and its a deal. I was told the best I could get was my original interest rate. I told her tanked you but that does nothing but cover up issues at NFCU and they way they treat their customers.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation