Navy Federal Credit Union

I have been a USAA customer for years and still use USAA as my main bank for checking. When I started to look into refinancing my house early last year (2019) I shopped around for the best deal I could find. Believe it or not that best deal and rate was from NFCU at the time. In order to apply I had to open a checking account and become a member, which was pretty easy and I completed only on my smartphone. My application for a home loan refinance took about a week to get a response and I was pre approved. I did use the same two programs that other reviews have spoke about to upload documents... very confusing.

My loan processor(s) were very helpful and normally responded to my email within a day. When I tried to call I very really got a returned phone call. My Loan girl changed hands maybe 3-5 times with different loan processors, but each one told me about the number of mortgages applications they had because of the lower rates so I completely understood. I think it was July of 2019 when everything was finalized but closing did not take place until the end of October. This was mainly because of the sheer number of applications they were having to process.

The real thing I like about NFCU, is they keep the mortgage themselves. They don’t sell it off to another third party. My first mortgage was with USAA but that sold it right away to GMAC, who went under and sold it to Ocwen, who then converted to PHH mortgage.... very confusing. But NFCU doesn’t do that, they handle the loan themselves. Long story short, if you're looking for a good deal, good I treat rate and you okay with waiting 8-10 months to close then I would recommend going to NFCU!

Upon entering, the person at the door stated, “There is hand sanitizer in the center, proceed to the open teller”. “I can’t use alcohol-based sanitizers,” I replied. A 2nd attempt at forcing me to use some unknown chemical product was made. I asked Chris, the person attempting to force compliance “show me Navy Federal's policy that denies a veteran access for not using hand sanitizer if they have a medical condition.” At this point, my son and I were kicked out of the location. Dewayne, the bank manager, walked out. Again, I requested to see Navy Federal's policy that denies a veteran access due to not using hand sanitizer who has a medical condition and cannot use hand sanitizers. Dewayne replied, “what they have us doing with things that are happening is I can take your transaction out here.”

“So, you can deny me access with a medical condition for not using hand sanitizer, are you sure under the American disability act that’s the proper thing to do?” “Yes”, Dewayne replied. Dewayne wanted me to make my financial transaction on the sidewalk in front of everyone. It wasn’t until I made several requests did, he finally take care of my deposit in some sort of privacy. Fortunately, I recorded a video of the entire event and will file a complaint with the US Department of Justice.

While I understand the importance of hygiene, Navy Federal should understand immunology, genetics, and the potential side effects from a chemical reaction before forcing the use of topical skin agents. Unlabeled chemical sanitizers are absorbed by the skin and can agitate Psoriasis and cause numerous medical reactions even in people without autoimmune disease. This type of discrimination only adds to the social and psychological burden of the disease. In addition, they embarrassed me by forcing me to publicly state my private medical information in front of a public crowd. This caused my son to start crying because he didn’t understand why Navy Federal wouldn’t help us. In a time of real anxiety, maybe Navy Federal should focus on education and empathy verse the absurd, cruel, and counterproductive practices.

Although I like my current home, I missed several opportunities to buy a newer house with a larger amount of acreage that went for the a similar price as our current home. I uploaded all the required documents and my Loan was sent to the Loan Processor. (Rushana **) She emailed me on June 3rd and said she needed a few more items from me. I emailed her the required items and she said everything looked good. She would be sending everything to the underwriter and she would reach out if she needed anything else. At this point I assumed everything was good and I went about my life as if I was moving my family Across the country to our new home.

Fast Forward to Friday, July 10th and I was contacted by the title attorneys and they had not received all the paperwork to close on the 15th. I was told that they don't send out the paperwork more than a couple of days before closing. We loaded up the U-Haul and stated driving from California to West Virginia. On Monday July 13th, I was told I needed to send in more paperwork to make sure I close on time and that I had a new Loan processor. The next day I was told I would not close on the July 15th like expected because my Loan had not been sent to the Underwriter. We did not close until a week later on July 22nd. I had an extra week of U-Haul fees, Hotel Costs, and eating out every day. I reached out and asked to speak to a supervisor, but was only left an voice mail.

When I attempted to return the phone call and email again, I was ignored. I had to ask my command for extra leave and my family was stressed not knowing if we were going to actually move into our new home. I'm sure everyone involved still made their commissions and moved forward like nothing happened. I was finally contacted after I made a complaint through BBB, but it was just, "Sorry for your experience and send receipts so we can see if we can reimburse you." No reimbursement happened.