Consumer complaint received 2021-08-15
Company: NAVY FEDERAL CREDIT UNION
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On Friday XX/XX/2021 I applied for a loan with Navy Federal Credit Union Mortgage Department and it cost me XXXX dollars to do so for the credit report to be pulled on XX/XX/XXXX. 
On XX/XX/2021 I was pre-approved for XXXX mortgage I was told to go and find a house so I requested XXXX more to be added to the pre-approval amount to add more buying power in the market at the time and was granted the extra XXXX no problem My Fiancee gifted me XXXX to help with the purchase of the home On XX/XX/2021 I put in a purchase offer on a property and it was accepted by the owner on XX/XX/2021 as a result of that I went into Escrow with the sellers of that property under normal terms. I deposited XXXX in earnest funds which was part of the gift that my fiance had given me Things would take a turn for the worst and I was unaware of what unfolded next until my realtor and his transaction and coordination team made me aware of the situation At first I thought that they were just having normal issues not returning calls or my emails in a timely fashion but when the realty team let me know they were having major issues with them communicating and returning calls or emails in a timely fashion I began to worry on XX/XX/2021 my realtor gets a nasty Email from the loan officer who didn't bother calling me first stating that he needed docs from me asap or I was going to lose out on my home in escrow and earnest deposit so it seems like from the beginning they had a plan that me the borrower was not made aware of. 
Im appalled because I've gone through this process before and know the steps necessary to complete and properly close on a home loan I was being treated poorly and being left in the dark and taken for a ride financially I did exactly as instructed to do At no time did the lender say that I wasn't qualified for the loan So I reached out to a supervisor to try and speed things up and that angered the person acting as my loan officer he seemed already agitated or stressed and I explained that to the supervisor and she didn't do anything to correct the behavior of the employee and said I'd get the same treatment if even if I switched loan officers which added to the confusion she pledged to communicate better with the realty team and had conversations with them also At this point I had already paid for a home inspection on XX/XX/2021 which cost me {$380.00} Then the Lender also charged me money on XX/XX/2021 {$570.00} for an appraisal almost 3 weeks before it was performed on XXXX XXXX XXXX and had plenty of time to tell me that my loan was in trouble if any or if I needed a cosigner or anything of the sort I was never informed or given the option to make a proper choice in the matter. 
another 2 weeks go by and they hand my loan off to the processor who had just finished training to be a processor she reached out to me on the week of the closing XX/XX/2021 On XX/XX/2021 the owners signed over the title to me and we still had not received my closing docs to review for 3 days prior to closing as required by the state I am no mortgage professional but i know it doesn't take until the last week of contingency to reach the processor unless they have internal issues that don't affect the buyer So finally on XX/XX/2021 I received a frantic phone call from the loan officer while I was on the job saying they needed more time for contingency and they needed to link another one of my bank accounts in which I agreed to do as soon as I finished my shift that day And they also reached out to my realty team asking for more time which was not a problem we are all thinking the deal is about to close Same Day XX/XX/XXXX they send an email behind my back and the realty teams back to the title escrow company telling them to cancel the title By the time i get home from my shift they declined the loan 24 hrs before scheduled closing without communicating they were not going to be able to give me the loan or anything of that nature they made sure to waste time and in the end I lost out on my XXXX earnest deposit because they failed to let us know they were having internal issues with personnel changes and new policies that I was never made aware of Why did the customer and his family have to suffer? 
I took off from work the week of XX/XX/2021 thinking that I was going to be moving into my new home and did not return to work until XX/XX/2021 I gave notice to the landlord that I was leaving XX/XX/2021 This has put me and my family in a real bind that was unnecessary My Fiancee and I have children together so not only did this affect us but the kids as well She packed up the whole house and put things into a storage unit with the intent of moving into our new home I witnessed them dropping the ball on every occasion they had to make good communication in a timely fashion with me or my realty team Things like this can not and will not go unnoticed Navy federal has not reached out to me to follow up as of the date of this complaint XX/XX/2021 or offered any remedy I am also a customer on the banking side with weekly direct deposits coming in since I've become a member of their institution

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