Consumer complaint received 2016-09-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
Under Review/Approve to Move to Processor/Appraisal Fee/Closing on the Mortgage and now Mortgage Loan DENIED Verbally from XXXX XXXX my Husband and I call her on XXXX, then she said XXXX suppose of had call me XXXX that same day we told her nobody had contact me by phone or email of this. The next day at work XXXX XXXX verbally told me and I said XXXX told us yesterday and she said did she call us and I said no we called XXXX and XXXX said we should receive a letter something in the mail. No proof of identity requested from Navy Federal to make sure it was the right XXXX and XXXX XXXX. We felt some things was common sense things like asking us about things from our taxes and they could have compare it with our credit report asking if I own a property locate in XXXX XXXX because the name was similar. The property was XXXX XXXX XXXX. We believe the Navy Mortgage Loan Officer and Processors was n't that knowledge in the requirements and procedures of there jobs : Address the above issues, I am attaching an email from Navy Federal Credit Union about any further documents request, in XXXX of these email XXXX XXXX Your file was approved for transfer to processing and she will be taking over the file preparing it for closing this was XXXX/XXXX/XXXX and XXXX should be contacting us, etc. We paid for the appraisal {$470.00}, our understanding from emails we was approve and this is the final processes to close on the XXXX Mortgage. They request more information that we know was sent or we give permission for Navy Fed. Credit Union to request for XXXX our XXXX tax transcripts from IRS, employment verification, etc. we think they was asking some personal things which they had the answers to. From our experience from financing house in the past, when it under review that mean its with the underwriter to finalize and is approve after that, which XXXX did tell us in XXXX of these emails. XXXX Fed. Credit request money for the appraisal why did they take our money if was n't approve and we would like back. We keep asking we make closing, XXXX finally response back and said the recommend XXXX XXXX but nobody never told or email us about extending the closing date from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. I that was the case we need to put that in writing, so that the Attorney office would know. Navy let the Attorney office know we was DENIED the loan and we still do n't have nothing in writing stating that. Since we be misled by Navy Federal Credit Union we would like all our money back we paid appraisal fee, closing costs and any other fees we put out thinking we was approve to get the home loan to have a place to stay. We believe this was retaliation because we did a compliant with you all cfpb and this is why we was Denied verbally. XXXX told us the loan was denied because of XXXX XXXX gap in employment for XXXX and we sent proof explaining what happen, we sent the email from my Security Officer and his job offer letter telling them what his job status was and Navy verified his employment and then still ask us for more information about his gap. we still had enough income to cover all our expense and we still have good credit.

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