Consumer complaint received 2023-10-14
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage
Sub-issue: Closing disclosure or other related disclosures

Complaint:
The issues I have experienced have mounted over the course of several months. I began the process of assuming a mortgage in XXXX XXXX  and finally closed at the end of XX/XX/2023. Throughout this process I experienced numerous issues, all documented in emails and phone calls that went unresolved. I requested a new loan officer be assigned to my case on two occasions and submitted multiple complaints with no resolution. The closing disclosure was wrought with issues that pointed out and sought resolution for, but communication was incredibly difficult. The values of escrow, the insurance policies, and the final mortgage were inaccurate and I requested explanation numerous times and received no responses. On the day of closing, the disclosure still did not accurately reflect the appropriate values and the proposed monthly payment for the property was not accurate. I have continuously attempted to communicate with XXXX XXXX to seek resolution, but I have received no responses. The mortgage assumptions department has completely ceased all communication with me and has refused to respond to calls and emails. I was told in subsequent phone calls to account services that an escrow analysis would be done to resolve the issue, but I have received no communication on this matter. My insurance premium changed from the previous home owner 's and my account has not reflected this change, requiring me to continue to pay the previous mortgage payment for two months now. I use a different insurance company and my premium is significantly lower which means my total mortgage payment should be less. These changes have not been reflected and a service member recently told me that Navy Federal reported my premium as more than triple what it actually is ( I of course have access to my own insurance account ). What's more is that I have never received copies of the signed documents and I am unable to access my mortgage account through the online portal. I was also issued a letter informing me that I would be charged for a lapse in insurance coverage that occurred before I became the home owner. When I called about this matter I was instructed to send a digital message with pictures of the letter and my insurance policy as attachments. NO response has been given about this issue leading me to continue to call for resolution with no assistance. I honestly do not know what to do at this point. I have tried to communicate and have asked for simple, specific questions about the mortgage to the assumptions department that have been neglected. This has made the entire process feel shady and utterly disappointing. I am concerned that I am being bound to payments that do no accurately reflect true values associated with my mortgage. I have completely lost track of the number of phone calls and emails I have sent throughout this process and attempts to resolve these matters. Filing this complaint was recommended to me, but I am prepared to pursue legal recourse. As a XXXX XXXX XXXX  it is incredibly disappointing to be treated like this by Navy Federal Credit Union where I have loyally banked with for over a decade and who claims to serve our nations service members.

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