Consumer complaint received 2020-03-17
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2020 @ approximately XXXX I spoke with NFCU Loan Specialist, XXXX , and applied for a VA IRRRL . XXXX gave me rate of 2.875 % with 1/4 % drop down reduction if interest rates dropped with zero points and zero origination fees. 
XXXX said a loan officer would be assigned within 24-48 hours, and that I would, per Maryland Law, receive the loan estimate within 72 hours. 
After 48 hours passed and no Loan Officer assigned, I called and spoke with XXXX, who said NFCU was working on the paperwork and loan officer and loan estimate would be completed by Friday morning ( XX/XX/2020 ). 
Friday morning nothing had changed, so I called NFCU again and I spoke to XXXX who claimed that they were too busy and that " Maryland law didn't apply because they were so busy ''. I then requested to speak to a Manager and I spoke to XXXX, who said he was aware of the Maryland 72 hour law requirement and claimed the issue was because NFCU had to manually process my application but couldn't give *any* explanation for why. He then said he hoped they would have the loan estimate to me by Friday afternoon. 
It did not arrive. 
I've sent multiple emails to the email address for NFCU mortgage. They have punted and have offered no solution. 
Today, Monday, XX/XX/2020, I called again. I first spoke to XXXX, who said she was going to note my concern including my having spoken to the Maryland AGs office, who I am also going to file a complaint with as well as the XXXX, and then transferred me to her Manager, XXXX, who essentially repeated what XXXX, XXXX, XXXX, and XXXX said. 
NO ONE at NFCU seems to have any idea what they are going. 

It appears NFCU is engaged in a a bait and switch tactics to get Veterans to apply for IRRRLs, offer a rate but let the 72 hours loan estimate requirement pass so they can then claim the rate is no longer an option. 
My last two calls with NFCU of them acknowledging the rate I was offered is recorded, both by me and them. 
I am cc : ing the Maryland Attorney General 's Office of Consumer Protection and the XXXX  XXXX  XXXX. 

NFCU was/is required my State of Maryland Law to provide me with a loan estimate with the rates and terms I was offered ... 2.875 % with 1/4 % drop down reduction if rates dropped with zero points and zero origination fees. They must honor those terms and provide loan estimate and process my IRRRL Loan accordingly. 

I do not have credit issues. My scores are in upper 700s-low 800s. I  uploaded all required documents within minutes of after hanging up with XXXX to ensure everything was submitted before Loan Officer was assigned. NFCUs unwillingness to address the issue/provide the loan estimate and it now being nearly 7 days since I applied for the loan and no explanation of any kind of why they haven't provided the loan estimate is why I believe they are engaged in bait and switch tactics.

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