Consumer complaint received 2024-02-27 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: TX

Complaint narrative:
I applied for a mortgage loan through Navy Federal Credit Union. I recieved a conditional loan approval XX/XX/XXXX. I submitted all of the requested documents and letters of explanation in a timely manner. The requested documents included 6 letters of explanation in regards to my job and residency. On XX/XX/XXXX I received the initial closure disclosure which contained incorrect personal information. My husband 's name, who is not a co-borrower with an addres from 3 years ago, was listed on the initial closure disclosure. On the second page of the initial disclosure, my first name was substituted with the number ( 1 ). I called my loan processor about these errors and was informed that the underwriter 's were requesting more information regarding my job. The requested letters of explanation being asked of me were the same questions that I explained in the initial letters of explanation, but I complied and wrote 3 additional letters of explanation. 
The closing date began approaching quickly and I had not received an update from the loan processor, so I followed up on XX/XX/XXXX. I was not able to reach my loan processor by phone, so I sent an email. The loan processor notified me that she had verified my employer but reached out to them for further explanation of my role and information that could not be disclosed because of their policy. I reached out to my employer to explain the urgency of the situation and they informed me that they had never been asked the type of questions being asked by the lender and needed clarification on what to provide. I connected them with the loan processor and they were able to complete the requested letter of explanation. The loan officer then proceeded to tell me that my COE had my maiden name on it and requested my marriage license to have this updated by the VA. This was an odd request because all of my information is current with the VA, including my legal married name. I contacted the VA to further investigate this and was informed that the loan processor did not request a new COE, but downloaded an old copy from XXXX. The VA rep informed me that my marriage license was not required and all the loan processor had to do was request a COE. She further stated the process takes less than 10 minutes, so I requested a new COE and provided an updated copy to the loan processor immediately. I made multiple attempts to speak with my loan processor to ensure we provided all of the information needed but was unable to contact her by phone, so I sent an email. On XX/XX/XXXX The loan processor responded to the email stating that she was hoping to hear back from underwriting.The day went by and I heard nothing. my frustration increased because we are 3 days from closing and I have no updates on the clear to close progress. On XX/XX/XXXX I wrote an email to the loan processor and her supervisor expressing my disappointment with the handling of my loan and redundancy of questions being asked by underwriters. The loan processor called me shortly after requesting information for the underwriters that was thoroughly explained in previous letters of explanation. The loan processor looked though the letters and was able find the information being requested. The lack of competence in the processing my loan was becoming very clear to me. The loan officer then proceeded to inform me that the underwriters were wanting to know how I get to and from work - a very absurd inquiry that has nothing to do with my financial standings. Furthermore, a credit report was conducted on my husband in XXXX per VA requirements. The underwriters were able to calculate his debt and bring up previous addresses that were calculated into their decision. However, 2 days before closing, they decided to request an SSA-89 stating they need to confirm his social security number. More than a month after they have acquired a Hard credit score report from all XXXX bureaus and checked his debts. At this point, I wanted to speak to a supervisor. This lining of questioning felt very discriminatory and demeaning. I have provided substantial financial documents proving I am more than qualified for the loan of this property. I have also provided 9 letters of explanation describing my job and residency in Texas. I have spoken to my peers who have the same occupation, same XXXXredit score range, and same residency and none of them have experienced this form of questioning. The loan processor also reached out to my employer again, which I believe is excessive and unprofessional. After, expressing my discomfort with the handling of my loan and requesting a supervisor, the loan processor reached out to the builders telling them we refused to submit further documents and were not moving forward with the loan. I spoke with her supervisor and received clarification on some of my concerns. I provided all of the requested documents but I refuse to write another letter of explanation for questions that have already been answered in previous submittals and for questions that do not regard my financial standing.

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