Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: NAVY FEDERAL CREDIT UNION
State: OH

Complaint narrative:
I am currently XXXX XXXX XXXX subject to furlough due to the ongoing lack of full-year appropriations for the XXXX XXXX XXXX XXXXXXXX XXXX On XX/XX/year>, I applied for a VA home loan through Navy Federal Credit Union to purchase a home in XXXX, XXXX. This relocation is a dependent-care move : I am changing my XXXX XXXX from XXXX, XXXX XXXX to XXXX, XXXX XXXX XXXX provide full-time care for my mother, whose failing health prevents her from living independently. I have pre-existing 100 % telework approval, and XXXX leadership has already prepared the necessary documentation confirming that my telework status and performance will remain unaffected by the XXXX change. My closing was formally scheduled for XX/XX/year>. I signed the Closing Disclosures on XX/XX/year>, and had promptly uploaded every document previously requested by Navy Federal throughout the process. On XX/XX/year>XXXX only two business days before closing and with no prior notice and after signing Closing Disclosures Navy Federal suddenly notified me of additional pre-closing documentation requirements. I immediately compiled and uploaded every new item the same day. The core of the delay stems directly from Navy Federals handling of my furlough status as a XXXX XXXX Because XXXX has not yet received XXXX XXXX from XXXX, Navy Federal has repeatedly questioned the stability of my income despite my current employment, a reasonable accommodation letter detailing my 100 % telework status and the fact that a new XXXX reflecting my updated XXXX XXXX will be issued as soon as appropriations are enacted. Navy Federals last-minute demands and failure to provide any advance warning have turned a straightforward VA loan closing into an unnecessary crisis. I had already made firm, non-refundable travel arrangements based on the XX/XX/XXXX closing date. Any further delay will cause me significant financial loss ( earnest money, rate-lock fees, travel costs, temporary housing, and storage expenses already incurred ) and will directly harm my ability to care for my XXXX mother. This situation has created substantial emotional distress and financial risk after months of good-faith cooperation on my part. Navy Federal Credit Union, which specializes in serving XXXX XXXX XXXX XXXX XXXX should be experienced with VA loans during periods of government funding uncertainty. Instead, their poor communication, last-minute document requests, and refusal to work constructively with my documented furlough situation have unnecessarily jeopardized my closing and placed me at risk of substantial monetary harm. I am requesting that the Consumer Financial Protection Bureau investigate Navy Federals lending practices in this matter and require them to immediately : Accept the documentation already provided as sufficient verification of employment and income ; Proceed with closing on the originally scheduled XX/XX/year>XXXX date ( or the earliest possible business day thereafter ) ; Waive any additional unnecessary conditions caused by their own delay ; and Reimburse me for any verifiable financial losses directly resulting from the delay. I am available to provide all supporting documents, including the signed Closing Disclosures, uploaded files, XXXX XXXX and XXXX memos, and correspondence with Navy Federal . Thank you for your assistance.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief