Consumer complaint received 2020-04-09
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
My access number is XXXX. My loan number is XXXX according to your document delivery service. I have been with NFCU for decades. I have applied for a VA home loan with your institution and am very upset. I am relocating to change my environment to keep for committing XXXX. All I get is lies and deceit and shady practices.I am currently out of a home, was to close on XX/XX/XXXX, and now I am incurring extra dept due to someones incompetence and inability to properly do their jobs. I am speaking of, on my loan, someone forgot to order an appraisal on my new home. after several days of trying to speak to someone about it, it seems almost impossible. Where is your complaint dept or does the mind set, if we don't answer it will go away. Does you're financial Institution, something to hide? When I was able to speak with someone it took over thirty minutes each time to get results. Even a supervisor named XXXX or XXXX, she is supposed to be one of XXXX 's supervisor. still to this day has never returned my calls. When spoken to, I was lied to and lead to believe it was the appraisers fault. I was told by a supervisor by the name of XXXX, that a new appraiser was found and and an expedited appraisal was ordered. When according to the VA in XXXX on XX/XX/XXXX, that the original appraisal was ordered on XX/XX/XXXX, my closing was not in XXXX nor XXXX but XX/XX/XXXX. How can this happen you think, well someone was negligent in their duties. I ask if someone would pay for my expenses since it was not in my control. I was told you ( NFCU ) will not, but we will wave the expedited appraisal fee. How generous. My loan processor XXXX, was asked if I needed to stick around or could I go back home ( 300 miles away, 5 hours ) at least I could fish, talk to a friend and have some normalcy in my life in stead of waiting in a parking lot for someone to enlighten me on the progress. I was told to stay something might happen knowing good and well would happen. Well nothing happened. Wasted weekend. Yet I still do business with this haphazard style of doing business. Maybe I need to rethink whom I do business with in the future. XXXX or XXXX come to mind. Can you see what this does to someone who suffers from severe XXXX. Of course not, the company doesn't care. I want to cuss and raise cane, but I'll refrain for now. I thought of taking you ( NFCU ) to small claims court or something anything because you ( NFCU ) just took me into a dark place. Thanks a lot! I am tried of businesses XXXX on me. It seems that it is ok to lie, cheat, steal, anything to take from others and fatten you wallets. How big do you ( NFCU ) have to be to not care about your customers. All I wanted is to cover my expenses and for XX/XX/XXXX me up even more, just when I had a ray of hope. If anyone would have just came out and said hey weXX/XX/XXXX up royally. I would have been more palatable than the lies I was told. Where is your lender responsibility 's to your customers. No wait, you don't have responsibility to customers, only to businesses. Yes I am upset again it is hard to write when you have other thoughts. I Will Submit any Documents if Required, receipts are still coming in, but you ( NFCU ) should have all the paper work and maybe audio of my calls. My point of contact information is up to date if you ( NFCU ) would care to respond to this openly. 
They say truth is stranger than fiction, I could not have made this @ # $ % up. 
XXXX XXXX in North Carolina

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