Consumer complaint received 2025-07-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
My partner ( XXXX XXXX XXXX ) and I ( XXXX XXXX ) applied for a mortgage with Navy Federal Credit Union on XX/XX/XXXX, with a scheduled closing date of XX/XX/XXXX. Despite submitting all required documents promptly, we are now 2 business days away from closing and Navy Federal has still not completed our loan processing. 
We have been in constant communication with their team, yet each time we follow up, we are either asked for another document, promised a callback that never happens, or given vague status updates with no progress. On our most recent call, we were shocked to hear that Navy Federal still does not have our ICRa month into the process and just days from our closing. This has placed our home purchase in jeopardy and caused enormous emotional and financial stress. To make matters worse, representatives have stopped returning our calls, and we have not received clear or reliable updates despite escalating concerns. 
Here is the timeline of document requests and our responses : - XX/XX/XXXX : Loan package signed with the closing date of XX/XX/XXXX. 
- XX/XX/XXXX : We submitted our ratified contract, on which our closing date was clearly shown as XX/XX/XXXX. 
- XX/XX/XXXX : we called them to get an update. " XXXX XXXX '' mentioned that on the profile they put our closing date on XX/XX/XXXX!! indicating their lack of attention to our submitted contract. Then they changed it to XX/XX/XXXX, after we pointed their mistake. 
- XX/XX/XXXX : XXXX stated that our file still hadn't been reviewed by the underwriter. She also asked us for several documents, which we had submitted all of them before, but still we resubmitted all the required documents to prevent any more delays, on the same day. 
- XX/XX/XXXX : Request for more documents by XXXX, for the underwriter review. Again, most of them were already submitted by us, but again, we resubmitted them all within an hour. Then XXXX asked us to push back our closing date to XX/XX/XXXX and she said she would guarantee that our case will be closed by then. 
- XX/XX/XXXX : we called them to get an update, again. XXXX told us the underwriter still had not reviewed our documents, but again, based on her personal experience she asked for more documents, which we submitted immediately and then she assured us again that we were still able to close on XX/XX/XXXX. 
- XX/XX/XXXX : we called them to get an update, again, this time only XXXX business days before the closing date. XXXX told us that the underwriter had refused to review our documents because our case was still not urgent! At this point, she told us we were not able to close on XX/XX/XXXX, and blamed the underwriter. We called XXXX 's supervisor ( XXXX XXXX ) for XXXX of times the days before and on that day, and he never responded. 
- XX/XX/XXXX : We were supposed to hear back from them early in the morning. XXXX gave us a call at XXXX a.m. ( for the first time during a month! ), we also talked to XXXX ' supervisor ( fist name : XXXX ), after being on the line for XXXX minutes. They all told us we needed to wait for the underwriter and they would give us a call back. As of now, XX/XX/XXXX at noon, only 2 days before our closing date, we still don't have anything. Not even an update. 

After speaking to another lender, we were told it is no longer possible to meet our closing date. This situation is not the result of any delay or failure on our part, but rather Navy Federals mismanagement of our application and poor internal communication.

We are now in the process of seeking alternate financing and filing this complaint to ensure this issue is formally documented. We request that Navy Federal be held accountable for this failure and that they take responsibility for the impact this has had on our purchase, contract obligations, and peace of mind.

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