Consumer complaint received 2026-05-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
COMPLAINT REGARDING NAVY FEDERAL CREDIT UNION Product : Mortgage Loss Mitigation / VA Short Sale Property Address : XXXX XXXX Ct, XXXX, CA XXXX REAL ESTATE PROFESSIONALS INVOLVED : - Buyer 's Agent : XXXX XXXX | Phone : ( XXXX ) XXXX | Email : XXXX - Listing Agent : XXXX XXXX | Phone : ( XXXX ) XXXX | Email : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- PART XXXX : WHAT HAPPENED ( Timeline, Dates, and Amounts ) I am filing this emergency complaint due to severe and negligent loan servicing delays by Navy Federal Credit Unions XXXX XXXX department regarding a loss mitigation package. Their administrative gridlock places me at immediate risk of losing a {$150000.00} XXXX XXXX XXXX XXXX down payment assistance voucher, which has a strict, non-extendable expiration deadline in XX/XX/XXXX. - XX/XX/XXXX : Initial purchase contract executed for XXXX XXXX Ct, XXXX, CA. - January 1315, 2026 : My assigned Single Point of Contact ( SPOC ), XXXX XXXX XXXX, stated that upon receiving updated Close of Escrow ( COE ) extensions, a final decision would be issued within XXXX to XXXX weeks. All required documents were submitted by XX/XX/XXXX. - XX/XX/XXXX : The XXXX-week processing window expired with XXXX progress. Written follow-ups were sent explicitly warning Navy Federal of the time-sensitive nature of my state housing voucher. No substantive update was provided. - XX/XX/XXXX : The listing agent successfully escalated the file to XXXX XXXX. The XXXX stated that the XXXX XXXX committee would reject the file because my standing offer of {$860000.00} was too far below the VA appraisal value of {$960000.00}. Navy Federal explicitly communicated that {$860000.00} would not work, signaling that a price increase was necessary to improve approval odds. - Late XXXX / Early XX/XX/XXXX : In direct response to Navy Federal 's feedback, I stretched my financial limits and revised my offer upward by {$35000.00} to a new price of {$900000.00}. An amended purchase agreement and updated HUD/settlement statements were executed and submitted directly to XXXX. - XX/XX/XXXX XX/XX/XXXX ( Current Deadlock ) : Following the submission of the requested {$900000.00} offer, the file entered a complete freeze. While XXXX XXXX XXXX has occasionally responded, her communication is entirely inconsistent ; she offers only repetitive " no status update '' replies. Despite assurances in between that Navy Federal would " expedite '' the file, there has been absolutely XXXX tangible progress, no timeline commitment, and a total lack of operational visibility. My XXXX and the XXXX XXXX have made continuous, exhausting attempts to get a concrete status update over the last XXXX days with no success. IMMINENT DAMAGE : My {$150000.00} state voucher permanently expires in XX/XX/XXXX. If Navy Federal does not review and approve the {$900000.00} short sale file immediately, a massive financial asset will be destroyed due entirely to Navy Federal 's servicing delays, and the military veteran sellers will face a preventable foreclosure. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- PART XXXX : WHAT I HAVE DONE TO TRY AND RESOLVE THE ISSUE To resolve this directly with the servicer before filing this complaint, my real estate team and I have completed the following : XXXX. Complied with Financial Adjustments : I immediately adjusted my structural contract parameters and increased my purchase offer to {$900000.00} to satisfy the specific feedback given by XXXX XXXX on XX/XX/XXXX. XXXX. Exhaustive Follow-Ups : Over the last XXXX days, my XXXX XXXX XXXX and the XXXX XXXX have made weekly, consecutive attempts via phone calls and emails to contact XXXX XXXX XXXX and her XXXX XXXX to track the file progress and establish compliance. XXXX. Written Warning of Deadlines : We have provided Navy Federal with written copies of my state-backed down payment voucher parameters, explicitly clarifying that their administrative inaction will directly result in the forfeiture of a {$150000.00} homebuyer grant. Despite these exhaustive efforts, the bank has provided no timeline commitment or clear status.

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