Consumer complaint received 2026-05-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: NAVY FEDERAL CREDIT UNION
State: CO

Complaint narrative:
I had a prior complaint open but, now that the deal is dead, I am seeking to collect damages we suffered as a direct result of Navy Federal Credit Union 's failure to manage their employees and appraisal vendor appropriately. Timeline of Failure : XX/XX/year> : Appraisal fee of {$800.00} paid XX/XX/year> : Appraisal returned XXXX calendar days after payment The XXXX mandates appraisers complete reports within XXXX business days of assignment. Even under the most generous regional interpretation for high-demand markets, the maximum allowable window is XXXX business days. XXXX days exceeds this under any applicable standard. Navy Federals underwriting team has failed to provide any documentation of follow-up with the XXXX during this period, despite multiple written requests A reconsideration of value was not submitted until XX/XX/XXXX despite Navy Federal having all necessary information before the close of business on Friday, XX/XX/XXXX XX/XX/year> : Purchase contract expired, resulting in a failed transaction Navy Federal was aware of the XX/XX/XXXX closing deadline throughout this process and repeatedly declined to commit to it in writing despite multiple requests, a pattern consistent with the volume of negative consumer reviews their institution has received. It should also be noted that Navy Federal appears to have recently filtered or removed negative consumer reviews from their own platform, including the one I left, which may constitute a deceptive business practice warranting separate review. XXXX XXXXXXXX : The XXXX mandates that appraisers make initial contact within XXXX business days of assignment and complete and submit their report within XXXX business days. This is written XXXX policy, not merely industry practice. XXXX XXXX, as the lender who ordered and managed this appraisal, bore responsibility for following up when their vendor missed this deadline. They did not. Documented Out-of-Pocket Losses : XXXX fee : {$800.00} Credit check fee : {$160.00} XXXX XXXX : {$520.00} XXXX XXXX : {$720.00} XXXX XXXX XXXX : {$3500.00} XXXX XXXX XXXX XXXX {$700.00} XXXX XXXX XXXX ( XXXX miles x XXXX x {$0.00} ) : {$1200.00} Rate environment impact : During the period of delay caused by Navy Federals negligence, XXXX XXXX rates increased from 5.5 % to 6.25 %. On a replacement loan of approximately {$480000.00} over XXXX years this represents a material ongoing financial impact that will be quantified and added to this claim once a replacement loan is secured. XXXX documented losses to date : {$7600.00}, with additional and significant damages pending. Navy Federal has already contacted me in response to this complaint, which I acknowledge. However, contact alone does not constitute resolution. Their underwriting team continues to XXXX written requests for documentation of any follow-up made during the XXXX appraisal period. That silence is itself informative. I am requesting full reimbursement of all documented losses as itemized above, including the rate differential once quantified. I am maintaining parallel complaints with both the CFPB and XXXX and will continue to update both with developments. I am also pursuing a separate complaint against the individual underwriter responsible for this failure with the XXXX Department XXXX XXXX and Mortgage XXXX.

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