Consumer complaint received 2019-08-15
Company: NAVY FEDERAL CREDIT UNION
State: NJ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
i went to Navy Federal Credit union XXXX XXXX branch, and with XXXX i applied for a VA refinance loan on or about XX/XX/19, was told someone from their mortgage company would contact me soon, i got an email from XXXX XXXX, mortgage processor, to start the process, he uploaded some documents, but he was not avail for me to ask questions, i stopped at the branch, XXXX got XXXX on her phone and i spoke with him, set up time for him to go over the forms with me, we did, but what he kept doing was sending me forms or loan estimates just before he left the office and i could not question him about them. Right away i sent him contact info for the XXXX county first home buyer program because they have the second lien on my home of {$9000.00}, also sent him contact info for XXXX, who qualified me financially to buy this house. XXXX told me from the start i could roll my funding fee, orgination fee, and closing costs into my loan, his boss, XXXX and XXXX told me as they saw things i was bringing {$60.00} to closing. Well things changed as we went along, all of a sudden i was told by XXXX that they would not roll my appraisal into the loan, because what if the appraisal came in low and i back out of the deal, they can't take that chance, so i had to pay it up front, also XXXX said i had to unlock my credit report with XXXX, so he called them, we were on a three way, and the man from XXXX, said i had to pay {$10.00} to unlock my credit report, i did not want to because i was not the reason it was frozen, it was because they was hacked, and that said for security purpose i should lock it but could unlock as i needed to. I gave this male my credit card info, and later learned he had charged me {$10.00}, i am trying to get my monies back. After i paid for the appraisal is when XXXX started saying my money to bring to closing was {$2700.00}, i was not happy, went from {$60.00} top {$2700.00}. and his explanation i did not believe. i called the Navy branch and spoke with someone there and told them i was not happy, and XXXX XXXX boss XXXX was no help, i was frustrated. so they had XXXX XXXX boss to contact me, XXXX, she said at first my closing costs was down to {$1100.00} might go lower, then i asked about the termite inspection, she said get it done, so i scheduled it. She started talking about subordinate papers had to be done and the title company will do that so NAVY federal is the first lien and XXXX County the second lien, and she was talking more to XXXX XXXX at XXXX county, XXXX for some reason quoted the amount of my account as {$71000.00}. not {$9000.00}, so XXXX then started telling me last week that she had to roll my second mortgage into my first mortgage because thats what the V.A. requried and so my monies to bring to closing is now {$4500.00} or more, i was upset i called the V.A to ask them and XXXX XXXX said they do not require that only thing is to have the subordinate paper drawed up, went back to XXXX, then she said regardless i will still have to bring that monies to the table, then she started telling untruths about my conversation with her, as if i was asking to have the second mortgage rolled in, then i asked her about me getting a line of credit to pay off {$4000.00} of the {$9000.00}, she said if you do that you can't tell me about it, i said well forget it. I am upfront with all i do. So she sent me a email that showed my first lien lot lower but my closing costs at {$4500.00} up to {$7500.00} if i went conventional. My question was why didn't XXXX, XXXX and XXXX, led me down this road to closing and just last week say i had to bring almost {$4500.00} or more to the table. i ask her if i had to drop out of the loan what happens to the monies i have put out she said she might could get me {$200.00} refund at the most. Earlier in this process again after i paid for the appraisal, is when XXXX told me my closing costs was about {$2700.00}. and i needed to show him where i had the money to bring to closing or my application process would sit until i could produce that info. Right after i started talking to XXXX, and she redid the figures and said my closing costs was more like {$1100.00} and maybe go lower, that evening XXXX once again sent me papers via the secure system right before he went home, i thought it was XXXX that did it so i sent her a email and told her i thought that was not ever good customer service, the next day she said it was XXXX not her. Then XXXX from XXXX County last saturday sent me a email about me having a third lien on my house, but didn't explain, and she left, so she didn't answer my questions. she had a ax to grind with me because she told me and XXXX, that her paperwork would take 6 to 8 weeks for completion and then the board of chosen freeholders might not approve it then. so of course she was not available to explain, so i forwarded that email to the board of chosen freeholders because XXXX one day said to me why are you in a rush XXXX said her part would take 6 to 8 weeks. i am retired i live on a fixed amount monthly a very strict budget, and i can say right now if either one of these people from Navy Federal had told me it would cost me {$4500.00} to bring to closing i would have never gone with this application. XXXX did say during one of our conversations that Navy Federal is not doing this refinance for free, but never said how much it would cost, because that was when he was saying i was bringing {$60.00} to closing.

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