Consumer complaint received 2022-03-01
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Emailed Mortgage Loan Officer Titled : " Application Submission Complaint '' 1. Mon, XX/XX/XXXX, XXXX PM ( XXXX hours ago ) to XXXX Hi XXXX : First off, thank you for your willingness to forward my complaint to XXXX, your Supervisor, so that he may forward to official channels. There should be an official channel for me to submit, but I trust that you will both do the right thing for me, a NFCU member. 

Next, I want to thank you for your thoroughness and excellent communication skills by keeping me informed throughout this process. Unfortunately, I can not say this for the previous Loan Originator, XXXX XXXX ( Please feel free to share this with him and his Supervisors ), which leads me to my complaint : Below is a chronological list of communications of events since I joined NFCU in order to apply for a Mortgage Refi. Cash Out Option : XX/XX/XXXX : Spent over XXXX hours at a local branch waiting to submit documentation to join NFCU. XXXX XX/XX/XXXX : Called in to check on my membership status and was informed that NFCU does not have certain documents that I presented while in person. I had to go back and resubmit those documents again! 

XX/XX/XXXX : Received a WELCOME email from NFCU. 

XX/XX/XXXX : Spoke to XXXX XXXX who instructed that I need to pay for a Credit Pull in order for us to move forward. I paid the {$20.00} non-refundable fee. 

XX/XX/XXXX : Received Initial Disclosures email from XXXX XXXX.??? 

XX/XX/XXXX : Received email stating NFCU received my Application. 

XX/XX/XXXX : -Received Initial Disclosures email from XXXX XXXX XXXX XXXX XXXX. 
-After reading, I called XXXX XXXX inform him that I am a 100 % XXXX Veteran and that I am not to pay the {$5400.00} Funding Fee that is included in the Loan Estimate. He stated that this was only an Estimate and my acknowledgement is only for receiving it. ( He also informed me that my XXXXnterest Rate was locked in for 60 days at 2.875 % ) -I asked him about how to submit my Award Letters and he stated, " There will be a time to do that later. '' XX/XX/XXXX : -I received an email asking me to take a XXXX minute survey, but there was no option to respond to the survey. 
-Received Outstanding Items email from XXXX XXXX well as a call indicating he was having issues getting my credit reports. He further stated that it will take 3-5 days to pull them once they are unfrozen. { I had issues with XXXX, but by XX/XX/XXXX, I had contacted all three Credit Bureaus to unfreeze my credit reports through XX/XX/XXXX. } XX/XX/XXXX : Sent email to XXXX asking where to upload my XXXX Letters and asked about rate drop ( 2.5 % ) ...? He did not respond. 

XX/XX/XXXX and XX/XX/XXXX : Received email from NFCU titled : " Denial Package. '' XX/XX/XXXX : Called XXXX- left a voicemail message. He responded via email stating he received my voicemail and that he was in a meeting til noon. He called me shortly after sending his email to inform me that he was still waiting on XXXX of the Credit Bureaus to report but he did not know which one...? He later emailed me at XXXX to indicate, " XXXX is not reporting. '' I contacted all XXXX Credit Bureaus again and it was confirmed AGAIN that all XXXX Bureaus were still unfrozen through XX/XX/XXXX. 

XX/XX/XXXX : XXXX called me concerned. He stated, " XXXX XXXX, I lost access to your account. '' " You will need to reapply, but do not pay for a credit pull a XXXX time as I will do a Tri-merger into your existing file. '' I expressed my cause for concern about submitting a new application and if there is a possibility of losing my locked in rate at 2.875 %...? He said something to the effect that he would do his best. I explained to him that I would be very upset if I lost it! I immediately called and reapplied over the phone with XXXX XXXX as he instructed. 

XX/XX/XXXX : -Received email from XXXX XXXX XXXX, : Denial Package Reminder '' -Received email from NFCU titled XXXX " Your new loan application. '' - You can complete online '' ... 

XX/XX/XXXX : Received email from NFCU indicating they have received, " Your Mortgage Loan Refinance Application. '' XX/XX/XXXX : Received XXXX emails from NFCU : 1-A Home Loan Advisor will contact you. 2-Additional Info Required 3-Initial Disclosures ( NEW INTEREST RATE INDICATED- NOW I'M VERY UPSET!!! ) XX/XX/XXXX : Received that infamous email again asking me to let NFCU know how they are doing by responding to a 3 minute survey with NO OPTION TO RESPOND! 

XX/XX/XXXX : XXXX effectively communicating with XXXX XXXX. She walked me through the Initial Disclosures and I submitted all the required documents at that time - Yes, in ONE day )! XXXX for XXXX. 

XX/XX/XXXX : Received email from XXXX titled, : Outstanding items to complete ... '' XX/XX/XXXX : Here we are today with XXXX informing me of sad news : that I lost my initial rate that was locked in for 60 days. BUT WE ARE JUST ON DAY XXXX ...!!!??? I still don't understand how this is possible or even fair?! If my experience from the inception of becoming a NFCU member will continue in this dubious manner, I am considering cancelling my membership! 

I HIGHLY suggest that NFCU conducts an Audit of the Rhode Island Office due to the Loan Officer 's inability to conduct due diligence ; provide timely communications ; reconsider documentation submission priority, as well as the number of applications a Loan Officer can handle for its Members. XXXX seemed overwhelmed throughout the process, even working from home. Oftentimes, he seemed like he didn't know who I was when I would call him. He would state, I'm not at my desk, so I will call you when I get back home. Granted, one time he was sent to the office to pick up the ( Company 's ) mail. ( Who knows, maybe I just kept catching him on his lunch breaks...?! ) Honestly, the interest rate actually dropped to 2.5 % after I locked in- I should be demanding that rate. NFCU Mortgage Loan Originators / Application Decision Makers appear to be partial. I demand that the dropdown to 2.5 % interest rate be honored and that we may proceed with the Refinance in a competent and equitable manner. I am prepared to pay the Appraisal Fee upon If neither the 2.5 % nor the 2.8 % rates will NOT be honored, I will be forced to submit governmental complaints due to inadequate or ineffectual fair lending compliance. However, I do hope that we can resolve this amicably, as I am prepared to pay the Appraisal Fee. 

I look forward to hearing the good news! 

Thank you, XXXX. XXXX AM ( XXXX hours ago ) to XXXX Thank you XXXX. 

I forgot to include a very important detail in my complaint. Please add the following information : XX/XX/XXXX : XXXX stated that for VA XXXX they need all three Credit Bureau reports. 

XX/XX/XXXX : In my phone conversation with XXXX, he stated that once he saw my scores he submitted the 2 Credit Bureau reports that he had ( XXXX and XXXX ). He further stated that unfortunately for VA loans they need all three. 

My question to him was why would you submit my file with 2 Bureau reports when you need all three ...? He responded by stating that he was under a timeline. 

If that was the case, he should have contacted and communicated that information with me before I had to call him to question the email I received earlier that day ( XX/XX/XXXX ) regarding a Denial Package Reminder. 

Please fwd. 

Thank you. 

Today ( XX/XX/XXXX ) XXXX called me to confirm that she forwarded my complaint to her Supervisor responsible for escalations ( XXXX XXXX ) and Manager, and that I should expect a call today from XXXX today. I received a call from XXXX at XXXX who informed me that he submitted my complaint to the " Pricing Desk '' who controls interest rates ; and they rejected my request to change my interest rate. He further stated that he will forward my complaint to the previous Loan Officer 's Manager at least for a coaching opportunity. He confirmed that you can actually change ( lower ) your rate 2 times once you lock in a rate - this changed last year. He also confirmed that he is XXXX 's Direct Boss and that XXXX XXXX is the Branch Manager. He offered me an opportunity to pay a 1 % Origination Fee ( {$1500.00} ) to get my initial locked in rate ( 2.875 % ), but that it would come out of the XXXX XXXX that I will receive. 

I informed him of my understanding that they have a way of verifying rates and that I will submit a complaint to every governmental agency responsible for NFCU 's lack of providing and conducting due diligence. 

Background Information : The previous Loan Officer, XXXX XXXX, failed to communicate or conduct due diligence in a timely manner. He instructed me to reapply, but my application was reassigned. I'm sure he knew this was going to occur, but lead me to believe he would be able to do a Tri-Merger and proceed with the loan. Also, when I texted him the new Application number, he never responded. However, the following week he confirmed when XXXX called him, that I had already paid the Credit Pull fee. I feel that I received Disparate and Unfair Treatment for several reasons : 1. I did not provide them my race.

2. Due to the Previous Loan Officers failure to meet tasks and misleading me throughout the Application process.

3. The Statement of Denial checked the box, NFCU does not grant credit on the terms requested. It further states on the back, If you have any questions regarding this notice, you should contact : ( XXXX ) XXXX when you call that number it asks you for a XXXX code, which was not provided, and that is the only option on the call. 
Application # XXXX : XXXX ( XX/XX/XXXX ) and XXXX ( XX/XX/XXXX )

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