Consumer complaint received 2022-06-10
Company: NAVY FEDERAL CREDIT UNION
State: AP
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Application ( XXXX ) to refinance home was submitted to Navy Federal Credit Union ( NFCU ) on XX/XX/2022. 
Estimated time of completion was 60 days. 
The person managing my application insisted they wanted to identify me by race in my application, when I preferred that they did not. 
After completion of all initial documentation and change in approved amount, follow up was submitted on XX/XX/XXXX to confirm if resigning of documents was necessary. It was advised that they were behind schedule and processing could take 90 days total. 
At some point during the month of XXXX, the loan processor decided to take a 30 day vacation and did not transfer workload to any other person or office. 
On day XXXX, I reached back out to the bank and requested to see the initial application files submitted to determine if my race was indicated in the profile. NFCU refused to provide me the files. 
In XXXX I received a short apology and assignment to a new loan processor to assist the previous office in backlogs. Not initially communicated to me, the home loan type changed. 
Working with the new loan processor and the servicer of my mortgage ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX has been a tumultuous experience of misguided financial advisements resulting in further damage to my credit standing and extraction of me paying out {$10000.00} rather than receiving the small loan I was applying for. 
XXXX. ) I have been misled on how proceedings would be handled to manage lender paid expenses from financial relief negotiations concerning pandemic relief. 
XXXX. ) I was advised if I covered the expenses of front, paid in full, that proceeding with processing could take place. Once paid, NFCU capitulated. 
XXXX. ) The loan servicer ( XXXX XXXX ) inaccurately recorded the payment toward removal of a partial security deed lien, then advised they would correct it in two days. The correction took two weeks. 
XXXX. ) The loan servicer is required to meet the Veterans Affairs system interface reporting requirements for being a VA preferred lender by reporting the satisfactory release of the lien by the XXXX of the following month. They did NOT comply and are essentially refusing to release the lien although payment has been made. 
XXXX. ) There has been communication daily on this matter. As soon as the document was completed to remove the lien, NFCU move swiftly to deny me the loan without explanation. 180 days of delays and lying. 
This doesnt even touch on the matters of the initial veterans affairs loan technician not reading the emails of the actions taking place, randomly stating actions that had nothing to do with what was occurring, and then confirming in conjunction with NFCU that the requirement was for me to pay in full out of my pocket the expenses from my pandemic relief forbearance back. Thats NOT pandemic relief. Thats financial oppression. 

****To make matters worse, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX recorded the lien XXXX without properly reporting it to the VA for payoff. *** At every critical juncture of NFCU setting terms of being able to raise interest rates on the loan, they moved to delay. This is especially apparent at the XX/XX/XXXX mark. 

NFCU XXXX : XXXX ; XXXX ; XXXX Veterans Affairs POC : XXXX XXXX

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