Consumer complaint received 2021-02-25
Company: NAVY FEDERAL CREDIT UNION
State: TN
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX I applied for VA Home Loan with Navy Federal Credit Union and was approved. Navy Federal Credit Union used their Realty Plus Program to assign me an agent and they promise to give me a check for {$1400.00} if I used their agent. I drove 10 hours to Florida from Tennessee to meet the assigned agent. He was not interested in helping me find homes. When I visited a new construction model to talk to the onsite agent about buying a home ; the agent at the site refused to show me a home because he said I had to be with my agent to show me a home. I spent at least a {$1000.00} on that wasted trip to Florida. I drove back to TN with no home. My XXXX XXXX  issue flared up and I was XXXX  for a week because of that 20 plus hour drive and wasted my money. 

Navy Federal CU Realty Plus program assigned me an agent for Georgia and his name is XXXX XXXX of XXXX XXXX. He asked me to come to Georgia on XX/XX/XXXX. We were snowed in and I told him I will not endanger my life driving in 4 inch snow and ice 400 miles. He emailed me on XX/XX/XXXX asking me when will I come to Georgia. I replied that I will arrive Saturday, XX/XX/XXXX. I drove 8 hours on icy highway for 400 miles. The trip usually takes 5 hours but due to the road conditions ; it took 8. It was dangerous because of many hours of driving on ice. When I arrived I called XXXX XXXX and he refused to meet me to show me homes. I drove around to find myself a home. My XXXX XXXX XXXX was in so much XXXX  from the drive. XXXX XXXX texted me later to meet with him at XXXX XXXX XXXXn Sunday, XX/XX/XXXX. Again he was a no show. I called Navy Federal Credit Union loan officers ; XXXX XXXX and XXXX XXXX as well as the Realty Plus coordinator that assigned XXXX XXXX. The coordinator name XXXX XXXX was very nasty with me and she was not concerned at all about the no show of the agent she referred and me being so far away from home and in distress. I told XXXX XXXX if she can get any agent to meet me so I can find a home but she hung up and did not call me back. No one would help me or cared less. I drove to XXXX XXXX Georgia New Construction model and talked on the phone with XXXX XXXX and request that he show up with me to look at homes and bid on a contract. I adamantly informed him that I drove 8 hours in snow and ice with a bad back, in pain to sign a contract for a home. He talked condescending to me and he refuse to show up. I was so tired, in pain and upset by how he mistreated me and talked down to me that I did not go inside the model to talk with anyone. I drove back to XXXX and checked in a hotel. On XX/XX/XXXX I drove to XXXX XXXX XXXX Georgia New Construction model again and talked with XXXX XXXX XXXX builders agent and she showed me a home and I told her I had an agent but he was a no show and fired himself. She asked me his name and she phoned him and told him she will put his name on the contract as my agent. She emailed him the contract and he signed it without talking or meeting with me. XXXX XXXX took a picture of my Driver 's License and Veteran ID card with her personal cell phone. I was shocked when she did this because I did not know she took a picture of my driver license because when I went to the car to get my VA id card I left my license with her. She later told me she took a picture of that too. I did not give her permission to take pictures of my driver license or my Veteran id card. I am very concerned about identity theft especially being a XXXX Veteran and she was made aware by me and by my loan officer that I am a XXXX Veteran. I did not sign the contract yet. XXXX XXXX did not disclose to me anything in the contract. She did not print it out for me. She did not tell me about the fact that the garage will not be painted. She did not tell be that I have to buy garage door openers myself. She did not provide any disclosures. I emailed XXXX XXXX and told her I want to do a home inspection and want a contingency clause for home inspection. She ignores my emails and she also refuse to talk to me on the phone anymore. Again, I am concerned about identity theft because she took a picture of my driver license and Veteran picture and id card with her personal cell phone without my permission. She is not to be trusted. I am so upset about this and hated that I walked into that office. XXXX XXXX still is on the contract and still refuses to talk to me or answer contract questions or represent me. On XX/XX/XXXX I emailed XXXX XXXX with questions about the contract because I did not understand some things in it and I needed clarification on other issues in the contract. He ignored my email. I then called Loan Officer, XXXX XXXX and the Realty Plus Coordinator. Finally, XXXX XXXX called me and I said you signed the contract and therefore you represent me and suppose to work for me. XXXX XXXX replied, " I don't represent you nor work for you, I represent myself '' and he hung up. His name is still on the contract as my agent. I drove back to TN on XX/XX/XXXX with no answer to my questions and apparently no agent. I am so frustrated with how Navy Federal Credit Union, Realty Plus and these agents that they assigned me has mistreated me in the home buying process. They all know I am a XXXX Veteran and a Woman. I feel that I am being treated differently for the above reasons. I feel that I am surrounded by alot of blood thirsty sharks that only want to satisfy their thirst and greed. 
On today, XX/XX/XXXX XXXX got an email from XXXX XXXX stating that my contract was cancelled. They still have my {$500.00} earnest money. This whole thing feels like an attack by XXXX XXXX, XXXX XXXX and XXXX XXXX. I want something done about this and I hope this does not happen to another Veteran and Woman trying to buy a home for their family and children. 

Sincerely, XXXX XXXX, XXXX

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