Consumer complaint received 2020-07-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: WA

Complaint narrative:
My husband and I are/were in the process of selling our first home and purchasing a new home to better accommodate our family ( both using a VA loan ). We applied for the new mortgage and provided necessary documentation to the bank in XXXX of 2020. We notified the lender 's agent that we had previously been working with on XX/XX/2020, of the property that we identified. An executed Purchase and Sale Agreement was provided to the bank on or about XX/XX/ 2020. At this same time, we provided the bank with requested documents such as my husband 's DD-214 and copy of our earnest money check and receipt. During telephonic communications with the bank we discussed Closing timelines. During those recorded calls with Navy Federal it was made clear, and affirmatively acknowledged by the bank that we had accepted an offer on our home based on closing representations from them. That, because they made a number of representations that all fell through, that our family ( including XXXX toddlers ) would then be displaced. 

Between that date and XX/XX/XXXX communication attempts to the bank and our particular agents were largely unsuccessful. We provided tax return documents, W-2s,  credit information, daycare verification, employment verification, etc. All requested documents were provided to the bank by XX/XX/XXXX. I made an attempt to confirm receipt by email on the XXXX, XXXX, and XXXX with no response. 

On XX/XX/XXXX we received an email indicating that the bank was trying to close by the end of that week. The agent stated that in order to move forward and be able to get the. file to. underwriting and ultimately close they needed my husband 's DD-214 and our W-2s. These are both documents that we've sent multiple times, to multiple Navy Federal Credit Union reps since XX/XX/XXXX. For a month and a half our documents were just sitting somewhere and no one was processing them despite knowing our situation and attempts to close. 

Between XX/XX/XXXX and XX/XX/XXXX we received no response to emails or voice messages. Calling and/or cc'ing supervisors throughout this process has had absolutely no effect. We have been forced to pay 2 months of rent in addition to a number of other costs associated with that due to misrepresentations by the bank and their absolute lack of willingness to communicate. Emails have been exchanged addressing the nonsensical disorganized disaster this process has been. 

Clearly, we did not close by the end of the week of XX/XX/XXXX. XXXX on XX/XX/XXXX we were asked by the bank if they could run yet another credit check because so much time had lapsed. We gave immediate approval. We were told that the goal then would be to close " by the end of the month [ of XXXX ] if not sooner. '' Countless emails and phone calls have gone unanswered. Emails to our supposed " representative ( s ) ''  even just to confirm that emails and attachments have been received, have gone unanswered. While the closing date on the original Purchase and Sale Agreement is "  on or before XX/XX/XXXX '' all parties have been aware that the purchase was trying to be completed as soon as possible. Understanding that Navy Federal 's phone calls are recorded, a number of phone calls can be pulled confirming, reiterating, and being assured by Navy Federal that a closing far earlier was possible. 

On XX/XX/XXXX a representative of the bank asked us for a copy of the Final Settlement documentation from the sale of our previous home, a sale that had been finalized well over a month previously with the same institution. We were again asked to provide that same information on XX/XX/XXXX. 

Despite the utter lack of contact from Navy Federal, our realtor reached out to us on XX/XX/XXXX. A Closing Addendum was executed on XX/XX/XXXX with a new closing date of XX/XX/2020. Those documents were provided to Navy Federal. As of XX/XX/XXXX, the day before a Holiday weekend starts and not a single representative of Navy Federal will communicate with myself, nor either parties realtor agent regarding what is going on. 

Again, I've banked here my entire life. As soon as some financial obligations are met, my husband and I will be ending our banking relationship with Navy Federal and we will NEVER utilize this banking institution for mortgages, any other loans in the future, etc. We are beyond disappointed and this bank has cost our family a substantial amount of money based on the representations of their agents. There is absolutely an agency relationship and the bank doesn't seem to understand that. If a representative of the bank, or multiple representatives of the bank make representations to a consumer, it as if that representation came from the bank itself. Navy Federal is responsible for the unprofessional and harmful way in which our file has been handled. Navy Federal is responsible for the misrepresentations of their agents/employees.

We understand that COVID-19 has slowed things down across all realms. However, all of these representations have been made during the height of the Pandemic. If the bank were to use this as an excuse, this would be a disingenuous excuse that would be made in bad faith.

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