Consumer complaint received 2024-10-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
I applied for a loan on XX/XX/XXXX of XXXX. My loan remained inactive for almost XXXX weeks. I was never contacted by loan XXXX about the status of my loan until I called and left a message XXXX times with XXXX XXXX, on the XXXX  time a loan XXXX by the name of XXXX XXXX contacted me and requested information to update my loan. Prior to him contacting me no one ever stated what information I needed to send in for my loan to move forward. After submitting my loan information, there was another XXXX week delay in anything happening on my loan now were getting into XXXX. At this time a new loan XXXX is added to my loan. Her name is XXXX. She does give me a call which I appreciate, she asked if I was ever provided information about the loan process and I stated to her no and that she is the only one who has contacted or provided details after my initial call with XXXX back in XXXX.She stated that I would need to have an appraisal done and that I would need to send additional information for my loan to move forward. I paid for the appraisal on the same day. No one ever contacted me about an appraisal appointment and now were moving into XXXX. Finally, I speak to XXXX again to inquire about closing and the appraisal I paid for and she says no one came out? I state no and reiterated that I need to close soon due to a a requirement of my divorce. Finally, an XXXX does contact me, and he states that he was just called by the company to come out to see me and apologized for the short notice. Unfortunately, that day I was unavailable, and we had to reschedule for the next week. The appraisal was done and it took a XXXX weeks for the appraisal to come back. Finally, XXXX XXXX had updated my loan application with the appraisal, but still no one had contacted me about closing. I called the title company that XXXX XXXX  had referred me to and they stated they had not heard anything and that I also needed to sign paperwork for release of my current mortgage payoff. Mind you it was done XXXX weeks ago. I advised the title representative that I had already done that based on an email I received XXXX weeks before she stated that she never received it and later stated she did receive it but it was not signed. I reviewed the information I had sent XXXX weeks before and it had shown that I indeed I had signed the paperwork. Then she apologized and said it was overlooked. The date is now mid XXXX and I had told the judge XXXX days ago that I would be closing based on the information that was given to me by the loan representative, but were no closer to closing, than we were 30 days ago. I now have a new loan XXXX her name XXXX XXXX, and I state to her the urgency of the situation that I do need the loan to close before the XXXX of XXXX because this is my new hearing date and if that could not be done then theres a possibility that I would not need the loan if I am not granted a continuance. XXXX takes it upon herself to withdraw my loan and not try to close the loan. XXXX has taken it upon herself to withdraw my loan without my consent or request based off a statement of possibility and now I have to reapply and start the process over again. I have contacted XXXX XXXX  numerous time asking for XXXX or a supervisor to contact me back as that was not my request and I have emails to substantiate what I had asked for of the loan XXXX. 
XXXX XXXX is adamant that based on the emails to XXXX that I have requested a withdrawal ( she cancelled on XX/XX/XXXX before my court date, when I requested closing for the XXXX ) when I knew nothing about it or a withdrawal process and now instead of closing, I am tasked with starting a new application and my information along with my appraisal is nowhere to be found on the XXXX XXXX XXXX XXXX application. I have contacted XXXX XXXX customer service department, the local branch and mortgage department to resolve the situation, but no XXXX ever contacts me back. Customer Service reiterates that a new loan has been started in my name. Since this is XXXX XXXX fault, I do not feel like I should have to endure the whole application process from beginning- which would take another XXXX to XXXX days.

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