Consumer complaint received 2016-05-17
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Application, originator, mortgage broker

Complaint:
I am writing this complaint in reference to my experience in dealing with the ( NFCU ) Navy Federal Credit Union mortgage department in regards to trying to refinance my mortgage home loan with this bank ; I have terrible bad customer service since I started this whole process. I had tried to go through Navy Federal credit union when I was first trying to get my house and the first time I had the same bad customer service I had wrote to the bank president XXXX XXXX about my experience and displeasure and dissatisfaction with the service through the lending department and I received a call from a woman from Navy Federal two weeks after I had sent the letter. I had given her my story of my situation and explained to her that I have not ever expected to be treated so badly in all of my years that I have been banking with Navy Federal and she had apologized and explained to me that should not have happened and highly encouraged me not to get discourage an reapply. I did what she had told me and I wanted to have my mortgage with Navy Federal since I have been with them a long time and I have gotten good service from them ever since I was in the military. When I first began the process with the Navy Federal mortgage department I had again started to get bad service again and the way that I was treated was not so egregious that I had to request to speak with a supervisor and asked to be assigned another loan officer because this person was not proactive and not returning any of my phone calls or answering any of my questions, communication was poor and customer service was horrible. I was assigned another loan officer who I was working with for a short period of time, she advised me that she will be going to another department and that I will be getting another loan representative. I got a new representative and I felt like I was alone in this whole process, the support was n't there. I was the one calling all the time to find out where and how things were going and I was n't getting any of my phone calls returned, at this point I was extremely disappointed because I had given all my financial information and everything that was needed already and I was going through this terrible experience with this institution that I held so highly and referred to as XXXX the best. I believe I was treated rudely and unfairly, I feel like I am being redlined by Navy Federal Credit union and this is totally unacceptable, I believe that when I first complained about the first individual things took a turn for the worse and I was being treated this way for that. I have provided a copy of the first letter that I had sent to the bank president. Navy Federal Credit Union 's mortgage department is not very good at all and especially for veterans which Navy Federal always take pride and says that they are committed to providing quality service and taking care of the member which in this case they have n't and it 's been a total disappointment and let down.

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