Consumer complaint received 2022-09-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
I applied for a home mortgage loan through navy federal with a company they have on their portal, XXXX XXXX or something like that around XX/XX/XXXX. I was pre-approved on XX/XX/XXXX, which I then proceeded to find a home. Mind you, at this time no one still has reached out, I had to call NavyFederal myself and ask them what steps needed to be taken to put my pre-approval to use. I told them the name of my loan officer at the bottom, and requested to speak with her, I was then informed that she does not speak with me until I am in contract. Cool, I then proceed to call back and request another representative because again, this is my first time going through this process. I then get a very nice young lady on the phone who told me to find a home and show my pre-approval to my realtor, at this time I did not even know where to locate this letter because I never got an email. However, the same day my Pre-Approval came through, I was charged {$20.00} from NavyFederal for a CBR Fee. Still no response from my Loan Officer at this time. 
I finally found a home on XX/XX/XXXX thanks to my realtor XXXX XXXX, we placed an offer that same day. However, our offer was not the only one, so we therefore sent a revised offer on XX/XX/XXXX and we were approved. That same day, I called back to NavyFederal and they informed me that the loan officer who was assigned to my case was on vacation. I was then tossed to XXXX XXXX, who was very biased from the beginning of our conversation. I informed her that I found a home, and we placed an offer, and our offer was approved. She then proceed to congratulate me but never offered any information. When I asked her what next steps needed to be taken to work my pre-approval, she asked me how much of a down payment did I want. I told her my offer was for {$3000.00} down, she then informed me that my application was for {$20000.00} but I could do a {$0.00} downpayment. I was very confused and she informed me the difference in monthly payments, with no down payment being {$50.00} more than {$20000.00} downpayment. She ok 'd everything, asked me a few questions, and told me she would be sending over a request for a few documents. I said cool no problem, at the end of our conversation she then procced to ask me which account ( business or personal ) would I be drafting my {$3000.00} downpayment from ( which was used as due diligence ). I informed her I would be drafting the money from my business account via Cashiers check that following morning, which I did. MIND YOU AT THIS TIME SHE HAD NO OTHER DOCUMENTS FROM ME BUT MY PRE-APPROVAL. Why would she request that I spend my hard earned {$3000.00} if I didn't have an APPROVAL only a pre. 
Nonetheless, I proceeded with the process and sent over my documents. After about a week of going back in forth about documents, and her NEVER CALLING ON THE PHONE. XXXX calls on XX/XX/XXXX and asked me questions about my child support situation with my sons mother. Basically calling me a XXXX, claiming I could not want bills and how do I want a house if I can not even pay for my child. On XX/XX/XXXX XXXX calls to say that " due to my debt to ratio '' I would not be able to use NavyFederal XXXX for financing with my home that I had already started Closing on. She based this opinion based off looking at my information herself, she admitted that she never sent it up the finance team, PLEASE LISTEN TO THE CALL. 
Nothing I could do at the time but just say okay... I then proceed to ask if my Fianc would be able to cosign on the application, she said YES INSTANTLY. She did not ask any financial questions about my fianc, only to put her name on the application so she could get the credit. My fianc sent up the application that SAME NIGHT, all documents that were requested and everything. My fianc spent the entire next day XX/XX/XXXX calling and emailing XXXX requesting an update on our application, wondering if she needed anything from us. ( Because at this time we are almost at the table to complete our closing, timing is of the essence, especially since they have my {$3000.00} and I THOUGHT I had an approval. ) XXXX proceeds to tell my fianc that she will not be able to use her information on the application due to the length of her employment. We told her we understood and asked about receiving a refund for our {$3000.00} she told us that she will send a denial letter in the mail and we can use that to get our money back from the buyers. And basically just blows us off, she does not call to follow up afterwards or anything... We did not receive a denial letter until 3 weeks later. The application did not close until 4 weeks after she told us we were denied. 

This later told me to pay the buyer {$3000.00} out of my account before she even ran my approval. She did not try to get me an approval, she based everything off her PERSONAL KNOWLEDGE, which she has NO RIGHT TO DO! She also never reached out to me as the consumer, I also had to call first and get an update. XXXX XXXX was terrible at her 1 Job and I pray that none else has to use her as their loan officer. I am requesting my full {$3000.00} back from NavyFederal due to their negligence, and I also plan to push this issue to the highest extent. There should never be a biased woman such as herself dictating someone's future. 

I actually am glad I did not approve, I would HATE to be stuck with a company who accepts those type of workers.

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