Consumer complaint received 2022-03-15
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NAVY FEDERAL CREDIT UNION (GA)

We submitted for a cash-out refinance with Navy Federal , the holder of our current mortgage on XX/XX/XXXX. We submitted all necessary paperwork ahead of the due dates and responded via email to a follow-up question regarding employment verification on XX/XX/XXXX, ahead of a final due date for all materials on XX/XX/XXXX. Despite asking questions about the process and next steps on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX, we were unable to obtain a response from our loan officer, XXXX XXXX ( NMLS # XXXX ), regarding the status of our application. However, we did see in our account dashboard at XXXX point after final submission of all documents that the loan had been sent to underwriting. Upon calling our agent on XX/XX/XXXX, she informed me our application had been withdrawn by an assistant during her absence from the office for a timeframe in XXXX and she was unable to explain why it had been withdrawn. XXXX was in office at the time of all correspondences/attempted outreach dates noted above. We were never notified of the withdrawal and believe Navy Federal is in violation of the Equal Credit Opportunity Acts Regulation B, which requires financial institutions to inform applicants about a change in status of an application. 

Upon submitting a formal written complaint to our agents supervisor on XX/XX/XXXX, we were able to get in touch with Supervisor of Mortgage Origination XXXX XXXX ( NMLS # XXXX ) and schedule a call with her for XX/XX/XXXX. Between our call with XXXX on XX/XX/XXXX and our call with XXXX on XX/XX/XXXX, the details of our application, which were viewable in our account dashboard on navyfederal.org disappeared. Luckily, we had taken screenshots to show all key dates throughout the process, which provides record of when we submitted paperwork, the due dates of that paperwork, and the 100 % completion status of all documents associated with our application. These documents are attached to this complaint. During a phone call on XX/XX/XXXX, with XXXX, we were offered the option to move forward with the process. However, during that phone call, XXXX said that the notification of the conditional approval served as our formal notification of loan status, she was unsure why our file that was viewable on Friday was no longer available on Monday, but promised to look into it, and she said we would have to have another hard credit pull to move our application forward, as well as needing to upload any documents that were now considered outdated. She said she would try to obtain the same mortgage interest rates that were available at the time of our original application as the rates have gone up since XXXX when we started this process but was unable to unequivocally promise we could obtain those rates until we resubmitted our application. The specific details of what XXXX offered in order to remedy the situation can be viewed in the email threads we are uploading with this complaint. 
It is our opinion based on the details above that Navy Federal negligently handled our application, tried to remove documents from our view that proved their negligence and has not promised to honor the rates they denied us through their inept handling of our fully complete application, which will make a big difference financially for our family. In her first email to me, XXXX conveyed that deciding to refinance is a big life decision that brings various opportunities. We agree and hope that Navy Federal, which touts its mission to " Be the most preferred and trusted financial institution serving the military and their families '' will take necessary steps to right this wrong.