Navy FCU Mortgage Complaint

Navy FCU Mortgage department,

Conventional adjustable mortgage (ARM) Application, originator, mortgage broker Florida

My name is - - and I am a Navy Federal member with multiple accounts such as savings, credit cards and car loan. Based on my great personal past experience with Navy Federal services I decided to also apply for a home mortgage loan. I applied for a home mortgage loan through Navy Federal on Wednesday -/-/16 in which the submission confirmation said I would be contacted within 24-48 hours. On Friday I followed up with NFCU however my loan was not yet assigned a loan officer and the local office was not responding. Monday -/-/16 I get a call from - - ( ext - ) around - to confirm the information on my application and we went through some questions I had. He advised I would be receiving a preapproval letter and confirmation within 24 hours. A couple minutes after the call I decided to call back for a final question however he was unavailable and left him voicemail for his return call back later that afternoon.


speak to a supervisor - whom was also unavailable - and got directed to the voicemail of - - ( ext - ). After leaving her a voicemail I decided to call another loan officer - - ( ext - ) whom I 've spoken with before my application - and has been extreme help - for guidance. She contacted - - and he reluctantly took my phone call. What transpired once he took the phone call absolutely floored me - not only being a Navy Federal member but just a consumer in general. After I greeted him " Good morning - this is - - '' his reply - almost verbatim - was " I stopped what I was doing to get your phone call. Is this an emergency?! '' Needless to say this came as a complete shock to which I replied " I 'm sorry I do n't like your tone. '' To which he repeated - in an even louder and more menacing tone " IS THIS AN EMERGENCY? ". At this point the conversation went downhill - as much as I tried advising - - regarding his tone towards me it was indifferent to him. He proceed to state if I would like another loan officer assigned to my loan application which I quickly replied to him yes. Later that day - I finally received a call back from - - apologizing for the situation with the previous loan officer. She advised me that somehow my application amount was changed from $200000.00 to $150000.00 and she would resubmit for $200000.00 with she verified all my income and debt information once again over the phone. At this point she advised I would hear back from here by the next day ( - - ) or Thursday at the latest - - ). Wednesday and Thursday came and went with no communication whatsoever. Friday morning I sent an email and followed up with a call - which got directed to voicemail. I have been unable to reach anyone since then in regards to the status of my application. At this point I have felt that they have more than exceeded the three business day requirement to provide me with a loan estimate based on my initial application substitution on -/-/16 and then my follow up call with - on -/-/16 as per regulations 1026.19 ( e ) and 1026.37. As a consumer I feel I have nowhere else to go but the CFPB in order to get this resolved. If I do not get a Loan Estimate within the next 24 business hours I would like my application retracted and my hard inquiry from Navy Federal Credit Union on all - credit bureaus removed immediately.