Consumer complaint received 2019-11-14
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Sent to the CEO, XXXX XXXX and Supervisor, XXXX XXXX via email on XX/XX/XXXX : Ms. XXXX, Please help me to understand why the following has happened. Multiple documents that I have submitted via NFCU 's " Home Squad '' upload system, and faxed to my Processor XXXX XXXX, mysteriously vanish into thin air - even though I am able to view them on your website, and the date stamps from XX/XX/XXXX showing they were sent. I was called last week by Ms . XXXX  advising me that the following documents were " missing '' from the underwriting review : Forms SSA89 for both Borrowers Form W-2 for XXXX for Borrower, XXXX XXXX Trust Certificate for Revocable Living Trust I looked at Home Squad and all of these documents had been uploaded in XXXX, as well as faxed using the NFCU Fax Cover Sheet, to the attention of Ms . XXXX. Yet last week, they were nowhere to be found. Now I had to re-submit the documents, for the third time, and it's still pending go back for a final review to clear to close. 

Today, I get a call from Ms . XXXX  advising me she " knew of my complaints, '' and could not answer as to why the uploaded and faxed documents didn't get " indexed '' to my loan profile. I let her know that I was upset that I've been repeatedly sending documents, and then told I never sent them - when your own systems show them sitting on your servers. 

Lastly, WHY would XXXX XXXX Supervisor tell her that I expressed concerns with XXXX? She told me today " I'm well aware of the multiple complaint 's you have reported about me personally, from my Supervisor. '' How am I supposed to feel comfortable speaking to her after being told that? Additionally, why would your Supervisor provide her detailed information about my complaints that related to her, while she's in the middle of processing my loan? That gives me the impression she can take adverse actions to delay the process even more, due to my complaints. 

I expect an answer, and I expect this loan to get final approval and closed - so I don't have to continue to deal with XXXX XXXX. 

Regards, XXXX XXXX and XXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Sent to the CEO, XXXX XXXX via e-mail on XX/XX/XXXX : Hello - I would like to file a complaint regarding my pending mortgage refinance application # XXXX. I was assigned to Loan Processor, XXXX XXXX. I have nothing but difficulties getting in touch with my Processor by phone, email, or fax. 99 % of my contacts have gone with no response. Today, I realized my loan process hasn't gone anywhere and tried to contact XXXX XXXX after my email on XX/XX/XXXX went unanswered, my phone message to her " backup '' who I was told was not available for calls on XX/XX/XXXX went unreturned, then today I get an auto-reply that my Processor is out of office until XX/XX/XXXX? Meanwhile, title and settlement services have not been opened with the provider and agent that I gave during the initial document stage, my appraisal has not been ordered, everything is just sitting until someone feels like doing something? I had previously reached out to XXXX XXXX  Supervisor, XXXX XXXX who essentially wrote back to me in an email ( which I can forward ) and said 1 ) Expect to wait 100+ days for the refinance to complete 2 ) Don't expect a response to any contact for several weeks at a time? How is this acceptable service? I have constantly bragged about how great NFCU was and great their rates were, but this refinance has totally shocked me with how poor of a service level NFCU finds acceptable. Yes, your rate match is good, you matched a competitor 's offer, but now you've put me into a place where I withdrew my application with the competitor so that I could keep my loan with NFCU, and now it's like a bait and switch, I'm stuck with horrible Mortgage Processing, and walked away from the rate the competitor offered me ( and a close within 45 days ). Can you do anything to get this process moving with a better or more efficient Processor and Supervisor? 100+ days and 2 weeks for a call or email reply is a bit ridiculous.

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