Consumer complaint received 2020-09-18
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Dear Ms. XXXX : Re : ( Loan Number XXXX ) On XX/XX/2020, I closed on my home located at XXXX XXXX XXXX XXXXXXXX XXXX, XXXX MD XXXX. I am still awaiting the gentleman who I initially spoke with regarding buying down the points during the mortgage process when I was informed by Ms. XXXX I could not even though I had the funds to do so. 


I asked the gentlemen from your office to listen to the telephone calls and look at the emails when I requested such and I was informed by Ms XXXX I could not but. 
She just did not want to listen to me and I found that very disturbing especially when I tried to explain to her I could buy down a point to make my mortgage points 2.25 %. 
I just feel had XXXX switched me to a different Loan Officer as discussed in person at the XXXX Virginia XXXX, all this miscommunication on MsXXXX XXXX could have been avoided. 
I do understand there are two sides to a story and the truth but if we could not work together because of her waiting to be superior over her consumers including me, then why would I have requested a meeting with XXXX and he agreed to switch me to another Loan Officer which never materialized and I felt my back was up against the wall because I was afraid to ask for another Loan Officer as XXXX has already promised me and I could feel the tension working MsXXXX XXXX because I assume that her manager XXXX or XXXX had alerted her that I a problem with further working with her, as I did not want her to cancel my mortgage loan as we were homeless at that point as my wife is a XXXX XXXX XXXX, so I could not risk Ms XXXX potentially canceling our loan and we could have been left out living in a hotel indefinitely. 


Unfortunately, my Loan Officer MsXXXX XXXX fell short of my expectations and could have informed me while she was working from home during several request to have my interest at 2.25 % buy purchasing or buying down a point. I was told that she would get back to me regarding this but she failed to do so and I did not want to seem like I was bothering her because she already presented an attitude towards me when asking vital questions pertaining to my loan and her actions were evident during my closing when the closing agent was taken back on how disrespectful she was towards her and myself. I had asked her several times about buying down a point because I had enough money in my both bank accounts, ( XXXX and Navy Federal. Combined in both accounts was $ 28,000+ for closing and any additional services such as a point buy down. Again my Loan Officer did not perform well and provided me with inadequate services.

Although Navy Federal did refund my Appraisal Fee, I wanted to by down my point before the mortgage rates had dropped after my home purchase, I had inquired about buying down appoint throughout my home loan process. Had she been more forthcoming and informative regarding the point purchase that I inquired about on several occasions I would not have been contacting you or the Banking Commission to file a complaint. On a couple of occasions, I requested to speak with her Area manager XXXX, leaving telephone messages, in person massages and calling the XXXX number for someone to have him call me back, regarding the point buy back but he never returned my call. 

As a result of MsXXXX XXXX negligence, I was afforded the chance to buy down a percentage point, that would have lowered my home loan mortgage payment. 

To resolve the problem, I would appreciate you changing my loan percentage rate to 2.25 % with allowing me to buy down a point. I would also like to be able to re do the paperwork for my VA Loan, to reflect the new interest rate of 2.25 %, should you afford me the opportunity. 

I look forward to your reply and a resolution to my problem and will wait until XX/XX/2020, before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at XXXX XXXX XXXX XXXX. 

Sincerely, XXXX XXXX, XXXX, XXXX, XXXX, Retired XXXX

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