Product: Student loan

I am filing the below complaint to Navy Federal Credit Union, as well. It is my understanding that Navy Federal Credit Union is responsible for reviewing XXXX practices, reviewing and deciding forbearance applications, and having written the agreements provided to borrowers. 

I would like to file a complaint against XXXX for denying forbearances and forcing borrowers to make full payments when they are having trouble making payments. In XX/XX/XXXX, I requested my first 6-month partial forbearance and received an email from XXXX ( servicer ) stating the following : To allow the request to be processed the credit union lender , Navy Federal Credit Union , requires additional documentation from you : Proof of financial hardship/expense : A current medical/dental/vision bill or statement letter, car repair invoice, funeral expenses, moving expenses/u-haul, total loss of property due to natural disaster, etc. 
*Please note, any documents related to monthly expenses such as : rent/mortgage, daycare fees, credit card expenses, other loans, utilities, or insurance payments would NOT be considered a temporary hardship/expense. 

After going back and forth via email, my mom ( one of my co-borrowers ) and I spoke to someone on the phone who basically said the only way they could help me was to become delinquent and then my payment for two months would be double what I was currently asked to pay. This in no way is or should ever be a solution for someone who is having trouble paying {$520.00}. 

Eventually, I learned from a manager at Navy Federal Credit Union that my application was never sent to them and I was informed that protocol is XXXX collects the application and any documents and forwards this to Navy Federal Credit Union, so Navy Federal Credit Union can make a decision. Said manager had to collect the paperwork herself and approved my forbearance. Keep in mind I was cutting it close as my payment was due in a week. 

While I should not have to tell you, this forbearance was supposed to help me and my co-borrowers save money to help with future payments once the forbearance was over. However, I assume XXXX is aware that the cost of groceries and interest rates are rising. This in turn has led to my co-borrowers having their own financial problems and it does not help when they run into situations such as paying {$1000.00} for a XXXX XXXX XXXX bill, which apparently was not enough for XXXX but it was sufficient for Navy Federal Credit Union. I, being the main borrower, have not been able to secure a job due to employers wanting the perfect candidate. Thus, I have no income and as I explained numerous times to XXXX, I am relying on one of co-borrowers who has XXXX  out all of her savings. How do you expect me to make payments? 

This brings me to my most recent forbearance request. I was hoping to extend my forbearance for another 6 months. This time, XXXX denied my request citing the following : REASONS FOR DENIAL. The factor ( s ) below are the reason ( s ) for this denial : - The borrower did not meet the minimum payment requirements ( either two full, consecutive payments before applying for his/her initial forbearance, or making one full, consecutive payment between forbearance periods ). 

I asked for proof of where this was stated in my agreement and I was told that Please be advised, per the loan agreement ( XXXX XXXX XXXX XXXX  ) that the borrower may request forbearance at the lender 's discretion. However, NOWHERE in my agreement does it say that I have to make a payment between forbearance periods. After speaking to a point-of-contact at Navy Federal Credit Union , I was informed this reason only applies if I have missed any payments and since I have not, there was no reason for the denial. Given my past experience, it would not surprise me if XXXX did not follow protocol in forwarding my application to Navy Federal Credit Union. In other words, I believe XXXX is choosing to make their own decision and treating it as Navy Federal Credit Unions decision, without actually going through Navy Federal Credit Union. 

This is very frustrating as XXXX is now forcing me to miss my XX/XX/XXXXXXXX  payment and will force me to become delinquent, which will have profound impacts on the jobs of my co-borrowers. I also have reason to believe that forcing me to make a full payment between forbearance periods only gives XXXX more proof or reason to deny my forbearance requests. I have messaged Navy Federal Credit Union of my concerns and the reply back was that I have to make a payment before my request can be approved. Keep in mind I made a payment of {$150.00} each month during my first forbearance until it expired XX/XX/XXXX. After speaking with my mom, I was made aware of the potential violation of UDAAP. 

As I have been informed and was mentioned previously, XXXX IS NOT responsible for making decisions regarding my forbearance requests. The decision remains with Navy Federal Credit Union.