Consumer complaint received 2015-06-19
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
My complaint is base on being treated unfair, I have also been mislead and discriminated. I decided to have my mortgage loan with the NAVY Federal because of the support to the militaries being a daughter of a retired NAVY I support them. 
My loan officer was XXXX that assist submitting the application and gathering part of the documentation. After that I was assigned a Processor by the name of XXXX throughout the time the communication was very poor I send emails requesting a call back, because every time I call the XXXX it was a hold time of over 20 minutes and when you finally got someone on the phone they would say the loan officer was not available and offer to take a message, I asked to be transfer to a supervisor or an escalations department and they always refuse and said no one was available and that they could take a message this was more than XXXX times.
 I continued with the loan and providing documents needed, I continuously asked XXXX what other documents were needed to be able to get the clear to close on the loan. Our closing date was XX/XX/XXXX, on XX/XX/XXXX after many emails and conversations I received a request of proof of taxes being filed for XX/XX/XXXX and XX/XX/XXXX.I was not informed of this until XX/XX/XXXX two days prior to my closing. I request to speak to a supervisor or someone above her that could help me on expediting this without success she always said I can take a message and never got to speak anyone.
I did a research and found the name of the head representative of the mortgage business within the XXXX and I sent an email including XXXX explaining the situation and asking for help without any response. I was frustrated I worked so hard on putting the money together, looking for the home going thru the process of finally getting a contract approve etc...
On every contact I had the impression was a NO HELP and the way business was handle it was a clear message you are nobody and we do not care. After I sent the email to XXXX I was contacted by a supervisor name XXXX she said all documentation was in filed and she had submitted my loan to underwriting and was pending for approval the conversation took effect on the day of my closing XX/XX/XXXX. 
I continued to call her we talked about XXXX times and at XXXX eastern time she said she was forwarding my file to her supervisor because she had no response through all this time she NEVER mentioned any missing documentation or the need of having transcripts. Thats when XXXX sent me an email advising I needed to have my XX/XX/XXXX and XX/XX/XXXX filed and processed.
I was frustrated and aggravated I advised I was mislead by her loan originator, processor and supervisor because all XXXX had said all I needed was to have proof of filing, her response was sorry and you work on a financial institution you should know this information.
She clearly didnt want to deal with me she avoided my calls until she had to take it because I advised her on proceeding with legal action and after talking to her she just said you should have know... 
XXXX never bother to follow up or  have someone follow up. I am a single mother with XXXX little boys XXXX and XXXX years old, I am traumatized by the experience. I have tried to communicate with someone in the XXXX that is able to see how the mortgage department is handling  business. I was mislead by false information, communication is terrible if they dont have the staff to service the loans than DONT do them.  there is no customer service and you can barely get someone that is available, the hold time is ridiculous, how are the CONSUMERS being protected.
They also breach privacy by sending other customers personal  information and appraisal information. This company is so disorganize that is scary.
I have gave my noticed to vacate and I am now homeless a

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