Consumer complaint received 2016-05-20
Company: NAVY FEDERAL CREDIT UNION
State: IN
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
Navy Federal Credit Union simply dropped the ball on our mortgage, which is but my family in a bad situation and cost me money. Their communication and sense of urgency is simply appalling. We applied for our mortgage three months before closing and had all our paperwork done two months out. During this time I asked for updates and verification that all documents were going to go and I was either ignored, provided a poor update on status, or told yep, it 's all good to go. Come the week of closing they started requesting more paperwork and then tried to place the blame on me, despite them doing nothing for over six weeks. Today ( XX/XX/2016 ) is supposed to be our closing date and as of right now we have no closing date in sight. Timeline of events below : XX/XX/2016 : Initiated mortgage process XX/XX/2016 : Paperwork complete, closed out process with Loan Officer - XXXX XXXX, began working with Mortgage Processor - XXXX XXXX XX/XX/2016 : Additionally paperwork requested - statement of service and intent to re-enlist XX/XX/2016 : Documents provided - no feedback was given XX/XX/2016 : Moved closing date on sale of current home up to XX/XX/2016 at a cost of {$400.00} as I needed to maintain possession through XX/XX/2016. This was done because NFCU instructed me I needed 3-5 between closings due to TRID. Originally scheduled for XX/XX/2016, wanted to do both closings concurrently. 
XX/XX/2016 : Requested verification docs were correct and verification closing on XX/XX/2016 was good to go XX/XX/2016 : Again, asked for update on status and any issues. Received notice closing date could be an issue, no concerns voiced with any other paperwork. VA to blame for issues ( COE ) with closing date per XXXX XX/XX/2016 : I contacted VA direct. They said they 'd take care of issues. 
XX/XX/2016 : Update from NFCU, should be able to meet closing date of XX/XX/2016, XX/XX/2016 at the latest. 
XX/XX/2016 : Statement of service requested again and immediately provided - no feedback was given. 
XX/XX/2016 : Status update requested by me XX/XX/2016 : New ( and different ) statement of service/pay verification requested, additionally employment information for wife requested, and HUD from closing of current home XX/XX/2016 : Employment info provided and contact for realtor provided ( already previously provided ) to get HUD info XX/XX/2016 : Requested pay verification provided XX/XX/2016 : Provided new closing date of either XX/XX/XXXX-XX/XX/XXXX at the earliest. 
XX/XX/2016 : Today. Originally scheduled closing date. No one can provide my with closing date. My movers have no where to go because I currently do not own a home, Every time my wife and I have both contacted our l mortgage processor his responses take days, not hours. We 've tried to go above him and contact his supervisor, but he has failed to respond as well. 
Navy Federal has put us in an overall bad situation because of their shortfalls, but at this point we are stuck with them as there is no time to switch banks without losing our house. Additionally, I 'm out {$400.00} that I did n't need to spend as I moved up the sale of my current home in order to close on my new home today, which will not be happening

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