Consumer complaint received 2023-08-07
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
The complaint is on Navy federals negligence, lack of communication and not providing disclosure on fees rolled into the loan at the start of the loan process. 
Summary : My husband and myself started our loan process with navy federal as of XX/XX/XXXXXXXX We were assigned Loan Officer XXXX XXXX on or around XX/XX/XXXX, with little to no communication from her, she did not disclose any fees that would be added to the total of the Homebuyers conventional loan we applied for Suddenly on XX/XX/XXXX our loan was assigned to officer XXXX XXXX. XXXX and I spoke on XX/XX/XXXX and nowhere within that conversation did she mention to me the fees that would be applied to our loan total and nor did she mention that she would be out of the office from XX/XX/XXXXXXXX  to XXXX I did advise XXXX that as of that weekend we were going to be viewing a home that we potentially be putting an offer in on, she said if we needed her we could speak with her that following Monday XX/XX/XXXX because she is off over the weekend. Again, no where did she mention she would be off on PTO. We placed in an offer on the home of interest as of Saturday XXXX, confidently knowing we could speak to our loan officer on XXXX, to our surprise XXXX was unavailable, and when we spoke to customer service they were unable to assist us with pre approval letter updates ( even though XXXX said they would be able to assist in the event she was ever unavailable ). During her absence our case was not reassigned to another Loan Officer which caused even further delays. When we finally were able to speak with XXXX on XXXX, she called me ( one time and only one time ) to go over our closing cost and mortgage estimate. She advised that when I called her back to go over if we would like to lock the rate in or not that she would be available. I called her back on XXXX, and emailed her with no response. It wasnt until my husband called her right after I called that we were finally able to get ahold of her ( she didnt have his number saved to her work cell ), I was able to call her after they spoke and escalated to her supervisor due to XXXX poor communication. I spoke to XXXX XXXX on XX/XX/XXXX and she apologized for the experience and after I requested, she provided us a 50 % discount on the appraisal fee, I requested a credit off of our overall loan but was denied even though she acknowledged we were not advised of the fee that was applied to the overall loan. We were then re assigned to a rep II loan officer XXXX XXXX. She called us on XX/XX/XXXX and broke down the estimate and fees to us, we emailed, called and texted with XXXX but we still came up with more roadblocks on communication with XXXX and with our processer XXXX XXXXXXXX. We were scheduled to close XXXX, we were told up until XXXX that we would meet the XXXX closing date. It wasnt until XXXX ( just 3 days from closing ) that we were advised by XXXX and XXXX that they wouldnt be able to meet the XXXX deadline. This was due to even more poor communication with navy federal, they advised myself and my realtor that we will not close till XXXX. They originally reproposed our new closing date to be XX/XX/XXXX but after countless calls, text, emails ( including a email from the sellers relator threating to pull the contract and sue us the buyer for not being able to uphold our end of the contract ) and escalating in the field/loan officer dept and in the processing department they changed it to XX/XX/XXXX. Supposed processer Supervisor XXXX XXXX and his indirect supervisor XXXX XXXX were able to get the sup in underwriting to process the request today for closing on XXXX. My husband and I are now having to request another PTO day to be able to handle closing even though it could have easily been completed today but due to Navy federal missing countless deadlines and having poor communication with us and the realtors we now have to push it to XXXX. The team applied adjustments toward appraisal fee and credit report fee but now I request due to the negligence of advising/disclosing the fee that is applied to the total of our loan, that should also be waived in full and taken off the total of our loan. The fact that I dont even know the name of the fee that was applied to the loan should tell you that the loan team did a POOR job in communicating what that fee is, I know names of reps/sups, dates and departments in navy federal due to the countless times Ive had to speak with them over our loan but somehow someway I do not know the name or info of the XXXX fee they applied to our loan. I need resolution and I need it ASAP. My husband and I will consider legal action if an appropriate resolution is not provided by navy federal.

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