Consumer complaint received 2026-05-26 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: OH

Complaint narrative:
I am filing a formal complaint against Navy Federal Credit Union because they are giving me the runaround, stalling my VA loan refinance, lying to me about basic guidelines, and blaming other entities for their own delays. My Navy Federal loan file number is XXXX. I am a XXXX entrepreneur and a military veteran. The subject property has built in clear equity, meaning the bank carries virtually XXXX risk on this {$130000.00} loan. Despite my ironclad financial profile, I am being subjected to a severe pattern of administrative discouragement. Given Navy Federal 's well-documented national history of systemic mortgage discrimination against minority borrowers, I firmly believe my race and business profile are the driving factors behind why my file is being treated as high-risk and intentionally stalled. Here is exactly what I am experiencing : Intentionally Letting My Application Expire : Navy Federal completely sat on my paperwork and allowed my active loan application to expire. When I confronted them, they casually told me over the phone that they could " just rekey it back into the system. '' They are using this tactic to reset their own internal processing clocks, wipe out the record of their massive delays, and hide their incompetence from management by forcing me to restart the waiting game. Lying About the LLC Deed Transfer : Because the property is currently under my business LLC, I am refinancing it into my personal namewhich is completely allowed under VA guidelines. Navy Federal flat-out lied and told me this could not be done, I had to research it myself. When I did, I found out they were lying ; the title company can easily transfer the deed from the LLC to my personal name right at the closing table. Navy Federal tried to invent non-existent rules to avoid doing their jobs. Moving the Goalposts : I have already given them a clear Title Report and the official closing paperwork ( HUD/settlement statement ) from when I bought the property, proving clear ownership and equity. Despite this, they keep making up new excuses and repeatedly demanding an old, historic " XXXX statement '' just to put an artificial bottleneck on my file. The Appraisal & Case Number Runaround : XXXX XXXX claims they can not move forward because another lender, XXXX XXXX XXXX XXXX, has a pending VA purchase appraisal in the system that is locking up the VA portal. However, I contacted the VA directly, and the VA confirmed that no such appraisal existsXXXX XXXX Federal is completely refusing to contact XXXX XXXX XXXX XXXX to resolve this case number transfer, and they refuse to ask the VA Regional Loan Center to manually clear the duplicate file, creating a total stalemate. Using the VA as a Scapegoat : They keep telling me that a " VA portal glitch '' is preventing them from moving forward. I do not believe them. I believe Navy Federal is intentionally using the VA and XXXX XXXX XXXX XXXX as excuses to cover up their own internal mistakes, backlogs, and poor processing. They are blaming a government system because they don't want to admit they are stalling my file. Refusing to Put Things in Writing : My XXXX XXXX refuses to send me emails about what is holding up the loan. They will only talk to me over the phone so there isn't a paper trail. When I try to check in by email, they completely ignore me. Ghosting the Client : On Wednesday, XX/XX/XXXX, my XXXX XXXX promised to call me the next day with a final answer. They completely failed to call me, missed their own deadline, and ignored my follow-up email.

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