Consumer complaint received 2020-07-07
Company: NAVY FEDERAL CREDIT UNION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Applied for a mortgage refinance on XX/XX/XXXX with the original loan service provider due to needing to change title as a result of a divorce. I received an automated email stating my loan application was received on XX/XX/XXXX. I received an email from the assigned loan officer XXXX XXXX on XXXX XXXX requesting documentation to be uploaded. I responded to her email on XXXX XXXX advising her that their online system had no way for me to upload pay stubs and to please advise. On XXXX XXXX she responded stating she created a task so that I could upload the pay stubs they requested since you can only provide to them what they create a task for. Theres no way to submit any documentation to this bank even when you know that it will be needed unless they create a specific task for said documentation. I uploaded the requested pay stubs and sent her an email on XXXX XXXX advising her that all the documentation had been uploaded and asked several questions specific to my loan. I received loan approval on XXXX XXXX and sent an email the same day asking questions about the approval which I needed answered since it was a 3 day sign document which I needed to make a decision to proceed forward. The loan officer never responded to my email at all. I called the mortgage department on XXXX XXXX in an attempt to get some of my questions answered however, I was told that only my loan officer or someone working on my file could answer the questions. They stated the would send an escalated message to my team so that I could get a call back within 24 hours however, that never occurred. I called back on XXXX XXXX and advised I never received a call and was advised they would escalate it higher and I should receive a call and that never happened. On XXXX XXXX I finally reached out to one of the people who I originally worked with when I originally purchased the home in XXXX as they were amazing and she was able to help me with questions regarding the current rates and was able to do a rate lock for me since rates had dropped significantly and my loan officer wasnt responding to emails or phone calls. After still not getting a response from anyone on XXXX XXXX I reached out to my original loan officer from XXXX asking if she would be able to help me since no one is returning phone calls and although requested I still had not received my loan estimate even though my application was submitted almost a month ago. She said she would try to reach out so I could get a call back and amazingly I received a call the following day XXXX XXXX from her supervisor XXXX XXXX and I communicated my concerns and issues to her as well. I advised her that I was getting no emails or calls returned, that I hadnt received my loan estimate nor had anyone requested funds for the appraisal which should have already been ordered nor the funds for my credit report which had already been pulled. I requested information regarding their streamline product since Im whats considered a class A borrower and can use expedited programs as Ive done in the past. XXXX assured me that wasnt necessary as this was an easy loan to close and they would be able to have it closed by XXXX XXXX. The are both pre paid fees which should have been collected weeks prior. She collected the fees and ordered my appraisal and advised me that I would be contacted by my loan officer XXXX the following day XXXX XXXX which I did and she assured me things would get completed for closing by XXXX XXXX. When I asked about my loan estimate she kept telling me that it was available in home squad and I kept telling her that it wasnt as I was online looking exactly where she said and nothing was there although she kept saying she could see it on her end. I advised her that I never received any notification that it was available nor was it there so she stated she would get it to me. She asked me about which title and escrow company Id like to use and I asked her if they had an in house one or a preferred one.  She stated Navy federal does have their own title escrow company I could use. One XXXX XXXX I received an email requesting additional documentation which I provided the same day. Again I attempted to contact her and didnt. Receive a response so I again reached out to her supervisor which assured me Id get a call the following day which I did. I finally received my loan estimate for the first time on XXXX XXXX after several requests almost 2 months after my loan application. I attempted to call to discuss it several times and even sent emails with no response so I again called her supervisor and got a call. She advised me that the in house title company doesnt service Washington state so i needed to pick one which I did and I gave her the contact information for so she could order title. I contacted the title company XXXX XXXX to see where they were at with the process and they hadnt received anything yet. I attempted to contact XXXX again regarding that since they should have received it within 24 hours and she never responded although I contacted her via email since her phone number never worked. XXXX XXXX I received an automated email that my appraisal had been approved and I would receive it electronically or via XXXX depending on which option I selected so again I sent her an email the same day asking the status of that since I was never asked how I wanted it provided as well as the how to get my locked interest rate lowered I addressed my concerns and all the issues I previously addressed. Again I never received a response until after I contacted her supervisor XXXX XXXX and XXXX finally emailed back and a phone call XXXX XXXX with a copy of the approved appraisal report and apparently a new loan estimate higher than the first one. When I spoke with her I asked why the interest rate increased even though she had ensured me it wouldnt and I also inquired about the appraisal because it was clearly incomplete and my home was valued way lower than it should have been. She stated that she didnt know how they came up with the value and couldnt explain the report and told me to call the appraisal company and she provided me with their contact information. Regarding the interest rate she stated that it will stay as the original one stated and the marketing department would take care of that and when I inquired as to why she couldnt have it reflected in the estimate she couldnt give an answer. I also asked how am I supposed to sign for closing in 2 days when it hasnt even been sent to underwriting nor has she sent anything for title. She stated that the escrow title company I selected didnt service Washington state which I knew was incorrect because Ive used them on previous home transactions which tells me she never submitted it to whom I requested. At this point I was furious because she was not doing her job nor following up to make sure things were taken care of in a timely manner and as a result my closing was now being delayed. On XXXX XXXX I sent an email attempting to file a complaint against the loan officer XXXX to XXXX XXXX which is supposed to be her supervisors supervisor since clearly dealing with her direct supervisor wasnt productive. In my email to her I addressed all the issues with my loan application as well as the deceptive false information that I had been given throughout the process, all the additional costs Im having to incur as a result and no one being held accountable and requested information on the complaint process as well as information regarding who else I could address a complaint with. Instead of responding she had a different loan officer call and after speaking with her I advised that I specifically requested someone higher as now my closing will not be occurring as promised due to lack of proper handling and I was attempting to file a complaint. She passed the message on to a different supervisor XXXX XXXX which called and like everyone else just apologized. She did reach out to the escrow company and ensured they received the information and she also assured me that the only thing needed to be be done was to receive my appraisal appeal response to go to underwriting. Although I asked her multiple times for the policies regarding my consumer rights when it comes to disputing an appraisal no one would give me the information and when I asked if I could pay for another one I was told no that was not an option. I was advised that closing would now be XXXX XXXX and the appraisal appeal I submitted XXXX XXXX could take up to ten business days however, it was never completed within that time period and when I asked questions about my options since they arent responding no one could give me the information and as a result that delayed my closing even more. I finally sent another email to XXXX XXXX on XXXX XXXX again regarding my original request to file a complaint which still has never been addressed as well as documentation request regarding their policies, whether or not they have a mandatory arbitration process as I feel Im being discriminated against and no one is addressing it. This time she responded with a bunch of apologies again, never provided me with the complaint process or information regarding mandatory arbitration or information regarding calls being recorded and access to them to show what Ive been being told compared to what they were actually doing. She never addressed it nor provided me with any of the requested information and stated she would speak to the marketing department regarding my originally locked interest rate being honored and she said they will not make any concessions whatsoever regardless how grossly negligent My loan process has been handled, how much my additional expenses have increased nor expenses Ive been out of pocket due to their lack of proper handling. I advised her at that time I would be filing external complaints as a feel Im being discriminated against and their violation of the fair housing act and lack of providing a loan estimate within the required time allowed and she stated they dont make concessions for those reasons. Ive had to tell loan officer what they needed throughout the entire process and spend a significant amount of time contacting them and providing the same information multiple times also had to ask her to create tasks so that I could upload things like my divorce decree since I knew that was needed which she did the same day. Loan approval received were signed XXXX XXXX even though I didnt have the information I requested in order to make a determination of whether or not I wanted to proceed. I have emails to support all of this information and I was forced to proceed and not exercise my rights due to knowing anything done would delay the process at least 30 days no matter how small as thats how everything has occurred thru the entire process. Now that my loan finally closed on XXXX XXXX of course as a result of them Im filing a complaint with every agency possible as I no longer have to fear retaliation and their conduct is unacceptable.

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