Consumer complaint received 2026-05-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
Summary of Issue Since initiating my refinance application on XX/XX/XXXX, my loan has been subject to prolonged and unexplained delays, repeated failures in communication, and missed processing expectations. Despite being financially well-qualified, my application has not been completed after more than three months, and I have incurred direct financial harm as a result. Detailed Timeline XX/XX/XXXX : Application initiated. XX/XX/XXXX : Initial contact made ; call scheduled. XX/XX/XXXX : Requested documentation submitted promptly ( same day, with one exception ). XX/XX/513 : Additional verification steps completed, including employment verification. I proactively assisted in ensuring my former employer responded. XXXX to early XXXX : No updates were provided despite multiple outreach attempts via email and phone. Communications went unanswered. XX/XX/XXXX : I was informed that my loan file had been submitted to underwriting and that I would be contacted within approximately one week. XXXX : After no follow-up occurred, I escalated the issue. I was then informed the file was under review and a decision was expected shortly. XX/XX/XXXX : My loan was reassigned to a new representative, and I was told it was conditionally approved. XXXX : I was led to expect closing during this timeframe ; however, no closing occurred and no meaningful updates were provided. As of XX/XX/XXXX : I have not received a final decision, closing date, or consistent status updates. Key Concerns Failure to Provide Timely and Adequate Communication Navy Federal failed to respond to repeated inquiries for extended periods. This lack of responsiveness prevented me from understanding the status of my loan or taking alternative action. Unreasonable and Unexplained Processing Delays The loan has remained in process for over three months despite my prompt submission of all required documentation and strong financial qualifications. No clear justification for these delays has been provided. Inconsistent and Misleading Expectations I was given multiple anticipated timelines ( including expected contact from underwriting and an anticipated XXXX closing ) that were not met, without explanation or updated guidance. Potential Process and Oversight Failures My file was reassigned mid-process, and there appeared to be gaps in continuity, communication, and accountability between representatives and departments. Documented Financial Harm As a direct result of these delays, I was required to make two additional mortgage payments of approximately {$1500.00} eachcosts that exceed my anticipated refinanced payment. Strong Borrower Profile Ignored I have excellent credit, substantial assets, and a low loan-to-value ratio ( approximately 32 % ). There is no clear underwriting or risk-based justification for the extended delays. Requested Resolution I respectfully request that the CFPB : Require Navy Federal Credit Union to provide a clear explanation for the delays and communication failures Ensure immediate action is taken to resolve and complete my loan process Review whether Navy Federals practices comply with applicable consumer protection standards regarding mortgage processing and communication Consider appropriate remediation for the financial harm I have incurred Additional Context Throughout this process, I have acted in good faith, responded promptly to all requests, and made repeated attempts to obtain updates. The lack of transparency and accountability has caused significant frustration and unnecessary financial burden.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief