Consumer complaint received 2019-06-19
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I wrote this letter and sent it via email to XXXX XXXX XX/XX/2019 Mortgage Production Supervisor XXXX Mortgage Lending Navy Federal Credit Union XXXX XXXX XXXX XXXX XXXX XXXX, FL | XXXX NMLS # XXXX Email XXXX Direct XXXX Fax XXXX navyfederal.org Dear XXXX XXXX As a Veteran with XXXX I secured the professional assistance in processing my mortgage request with Navy Federal Credit Union ( mortgage department ) and was provided with XXXX XXXX mortgage loan officer who has sense moved on. 

Shortly, XXXX XXXX was replaced with XXXX XXXX XXXX to process my loan request for XXXX XXXX XXXX, XXXX, GA XXXX and XXXX XXXX forwards my request to XXXX XXXX XXXX who email and call me regarding a number of request. XXXX XXXX started to concern me when the closing dates continued to be changed. Therefore, I contacted XXXX XXXX to see where we were at regarding the closing date and if he had forwarded the needed paperwork to the VA. 

These issues started to upset me and landed me in the VA XXXX XXXX XXXX emergency room overnight. But prior to XX/XX/XXXX, my original closing I was remised to call NFCU mortgage office so I call the VA once again to get additional clarity. Therefore, after the conversation with the VA Mortgage department felt that I was being misled by XXXX XXXX in his processing of my mortgage loan paperwork with NFCU to the VA mortgage department. I called the VA Department again and inquired if they have received ANY mortgage paperwork from XXXX XXXX of NFCU and they informed me again they havent. 

However, the VA Representative XXXX suggested too have a conference call with all parties therefore, I contacted my realtor XXXX XXXX to have a this call with the VA mortgage representative, and XXXX XXXX to explain to me and XXXX XXXX my Realtor Agent at ( XXXX ) XXXX what is going on so we call all be on the same page. 

The conversation that XXXX XXXX offered during the conference call indicated that he sent the paperwork by email but used an invalid or incorrect email address and the response from the VA Representative informed XXXX XXXX than you never sent anything and that he was incorrect in making this statement to me. The VA representatives told XXXX XXXX that he should have known the correct email address or called them when the file was rejected. Now we are faced with moving the closing date again to XX/XX/XXXX and again to XX/XX/XXXX with the understanding that VA would completed their process by them. But that was not possible from the VA standards. 

All parties on the phone understood that the VA need more time to complete their process sense they never received the paperwork and that the closing date issues of XX/XX/XXXX wouldnt work anyway, but XXXX XXXX sent me a document ( HUD/VA addendum to Uniform Residential Loan Application on XX/XX/XXXX to signed but the document was prepared/dated XX/XX/XXXX, my original closing date. Therefore, XXXX XXXX couldnt have sent anything to the VA because he needed my signature on those documents. 

XXXX XXXX processing didnt add up and cause me and my Realtor Agent XXXX XXXX concern once again, so we both contacted you ( XXXX XXXX XXXX to get clarity, but to add to insult with another egregious issues was when XXXX XXXX confirmed to Offerpad of the amount of the VA Appraisal and the value at $ XXXX thus given Offerpad the opportunity to cancel by contract keep my closing funds and not to extend my closing date anymore due the inaccurate filing/processing by XXXX XXXX to the XXXX XXXX XXXX XXXX brought this issue to my attention and I email you ( XXXX XXXX XXXX and XXXX XXXX confirmed this by emailing to you ( XXXX XXXX XXXX as well. 

This issues led to Offerpad *Seller of the home with an increase value of {$11000.00} to sell the house XXXX another buyer. This cost me money and I am requesting that NFCU Mortgage Department refund the amount of {$450.00} paid for the VA Appraisal, {$1500.00} earnest money, and {$250.00} dollars for my home inspection totaling {$2200.00}. 

XXXX XXXX actions and non-action to process my paper properly and disclosing my personal information regarding the VA Appraisal value was criminal in the mortgage industry. I have been given some legal advice on this issue among major five star realtors and mortgage companies in XXXX, Georgia and they all agree that this shouldnt have happened especially with XXXX XXXX disclosing my personal information to the Offerpad the Seller. 

From my last email to you and XXXX XXXX you indicated the XXXX XXXX was on medical leave for a month, therefore you have time to review my request and conclude so I can be made hold. 
Regards, XXXX XXXX XXXX XXXX. 
XXXX Cc. XXXX XXXX XXXX XXXX Realtor ) cc : XXXX XXXX, Supervisor XXXX Mortgage department Cc. XXXX XXXX, Esq. 




The document enclosed that XXXX XXXX never forward the paperwork to the VA when he said because the document was email to me on XX/XX/2019 and signed and returned the same day. Therefore, is was impossible to closes on XX/XX/XXXX, because the VA had not recived the paperwork yet. To many deceptions and falsehoods.

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