Consumer complaint received 2019-09-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
On XX/XX/19 I applied for a cashback refinance with Navy Federal Credit Union. I was assigned XXXX XXXX ( NMLS : XXXX ) ( Phone : XXXX x XXXX XXXX as my mortgage processor. I began the process of submitting all my required paperwork to satisfy all requirements. I received a conditional loan approval on XX/XX/19. I then chose my title company ( Navy Federal title services ). I submitted all the required documentation to the title service, including getting a warranty deed signed from a very reluctant ex-spouse. I then paid for an appraisal in the sum of {$540.00} on XX/XX/19. The appraisal was completed on XX/XX/19 the appraisal was completed. I submitted all the final paperwork to be processed through underwriting. On XX/XX/19 my loan was approved and cleared for closing and I received a closing date for XX/XX/19. On XX/XX/19 I received a call from XXXX informing me that I would not be able to close on my loan as laid out in the terms that I agreed upon and was approved by the lender. When I inquired as to why, I was informed that the company was unaware of Texas State regulations that prohibits cashback refinance. I was informed that I could close on my loan but the original plan to get cash back was not an option. After informing XXXX that I needed to process the information I called another lender to inquire about this regulation because it did not seem fesible to me. I spoke with a total of 4 other lenders and was informed that there is no State regulation that prevents a cash back refinance. I then emailed XXXX to inquire as to why Navy federal was unable to provide a cash back refinance but other lenders were able to. After going back in forth via email it was discovered that the type of loan I needed was a Texas 50 ( a ) ( 6 ) and Navy Federal does not offer that type of loan. So I inquired as to why I was not informed of this BEFORE processing the application and paying for an appraisal. I was told they were not aware of the guidelines ( can provide email documentation of this conversation ). So I requested to be refunded my appraisal fee so that I can seek out a lender that could provide me with the loan I requested. I was continuously told the fee would not be refunded. After back and forth emailing with XXXX, I decided to reach out to her immediate supervisor XXXX XXXX ( XXXX ). XXXX was out of town on vacation and an auto reply email directed me to next in charge ; XXXX XXXX ( XXXX ) ( Phone number XXXX ). I spoke with XXXX on XX/XX/19. I informed her of my grievances and all she did was defend the company error. By this point I had obtained enough information to know that they allowed me to apply for a loan application that was against State regulations and they accepted a fee to process a loan that I was never eligible to get. I was already in contact with several lenders and they informed me that an appraisal transfer would not be possible. I requested my appraisal fee back as I felt that was the only fair thing to do. XXXX stated she would look into it. While my issue was " being looked into '' I happen to run across a lender that said they would accept a appraisal transfer but a fee is generally charged. So again I contacted XXXX and informed her that I found a company that was willing to accept my appraisal but there may be a fee associated with it. All I requested was that Navy Federal agree to transfer the appraisal and pay any applicable fees associated with the transfer. I informed XXXX I would be in touch when I came to that part in the process. On XX/XX/19 I received an email from my new lender stating that we are waiting on the appraisal company to approve the transfer. I emailed XXXX and XXXX again, requesting a follow-up about the status to the appraisal transfer. I did not get a response from either person. I received another email today from my new lender requesting that I reach out to Navy Federal because they have not been responding to ANY requests made. This whole ordeal has been a nightmare and I just want Navy Federal to make amends for THEIR error and do the right thing!

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief