Closing on a mortgage: Mortgage

I am filing this complaint regarding the handling of my VA home loan by Navy Federal Credit Union. I am a veteran and a real estate professional who regularly works with mortgage lenders. This was one of the most disorganized and frustrating lending experiences I have encountered. Navy Federal had my loan file for several months while my new construction home was being completed. During that time, there was ample opportunity to review and prepare the file for closing. However, just days before my scheduled closing, Navy Federal reassigned my loan to a new processor and underwriter. Following the reassignment, questions were raised regarding my VA funding fee exemption despite my Certificate of Eligibility ( COE ) clearly reflecting that I was exempt. This led to repeated requests for clarification, multiple communications involving the Department of Veterans Affairs, and unnecessary delays. After significant back-and-forth, the VA ultimately confirmed that my COE was valid and that I was exempt from the funding fee, which was the position reflected in my documentation from the beginning. Communication throughout the process was extremely poor. Attempts to obtain updates were often met with delayed responses or referrals to other personnel. As closing approached, it became increasingly difficult to obtain accurate information regarding the status of my loan and the outstanding conditions preventing final approval. The most serious issue occurred at closing. Navy Federal did not have the closing package prepared in time, resulting in a delay of the scheduled closing. Even on the day of closing, critical documents were still outstanding and the transaction was not ready to proceed as scheduled despite the lender having had possession of the file for months. As a veteran using a VA loan, I expected Navy Federal to possess a strong understanding of VA lending requirements and eligibility documentation. Instead, I experienced repeated challenges regarding a valid funding fee exemption, last-minute personnel changes, poor communication, and a delayed closing caused by the lender 's failure to have the loan package ready. I am requesting that Navy Federal explain : Why my VA funding fee exemption was repeatedly questioned despite a valid COE. Why key personnel assigned to my loan were changed immediately before closing. Why communication regarding the status of my loan was inadequate throughout the process. Why the loan package and closing documents were not completed in time for the scheduled closing. What corrective actions Navy Federal will take to prevent similar issues from affecting future VA borrowers. Veterans should be able to rely on lenders that actively market VA loan expertise. In this case, Navy Federal 's handling of my loan caused unnecessary delays, stress, and a loss of confidence in its mortgage lending operations.