Consumer complaint received 2022-07-13
Company: NAVY FEDERAL CREDIT UNION
State: AE
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Navy Federal ID : XXXX I refinance with Navy Federal on XX/XX/2022. The mortgage payment started on XXXX. It was set for automatic payment out of my XXXX checking account. I called on XXXX to see if my previous XXXX dollar toward my premium and bi weekly payment would transfer over automatically. 

They stated that the previous payment set up did not transfer over. That I would have to set up a new payment with them directly. I asked. if it was possible to just go on their website to set it up like the previous banks that owned my mortgage. XXXX stated that it was not possible to set up payments online myself and that I had to set it up by submitting a form online. I received a link on XX/XX/XXXX by XXXX ID : XXXX to my personal email. I submitted the form as instructed. 

I called the day after i submitted the ez-payment form to verify if they received the form and the member on the phone stated they did not receive it. I notified her that it was sent online just as requested and stated that she is unable to see it and if I could send it again. I was briefed by her that I needed to do a payment in advance in order to do the bi weekly payment. 

After she notified me of the advance payment, I notified her why is that part of the process? I did not had to do any advance payment with the previous banks to adjust my payments. She stated I had to do it that way. All though I was frustrated I notified her to take the advance payment and to set up the payment the bi weekly payment for XXXX. The part that was confusing in the conversation is that despite her saying she is unable to see my form, she knew the amount I submitted toward my premium. So not sure if it was miss communication but it was weird that if she didn't receive the form, how would she know the amount I put toward the premium. 

XXXX came around and since I am in XXXX busy with XXXX XXXX I do not check my statements. I received a phone call from Navy Federal toward the end of XXXX stating that my XXXX payment was overdue. It confused me and I asked the member how is it late when it was set up for auto draft. 

They were confused and asked if I stopped it. I said no I did not but that I called to set up a bi weekly payment and premium payment. They said it didn't go through and it irritated me. 

This is not the first thing Navy Federal has messed up. The refinance process took 3 month and they kept on losing paper work or not communicating they were missing forms. But that a different complaint. 

I spoke and notified the person that I'll do the payment but I need the bi weekly payment to go through for next month. They stated I had to pay a month in advance again, and I stated I set that up when I called on XXXX. She said she was unable to help and since I was busy with work I stated I will call back, but to please set up the auto draft payment. 

XXXX came now and I again started to receive phone calls that I am over due for payment. 

At this point due to Navy Federal cancelling my auto draft payment and not setting up my bi-weekly payment and additional payment to my premium is the reason for this complaint. 

Please let me know if you need any additional information.

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