Consumer complaint received 2022-10-31
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX applied for a heloc, received a call on XX/XX/XXXX XXXX XXXX to review my application. She confirmed I should have received a loan estimate it would be a variable rate. Confirmed the cost of appraisal would be XXXX and that she needs proof of rental income. 
XX/XX/XXXX I emailed XXXX XXXX- as the information was never received. She emailed me back and advised The file has been sent to underwriting for review 1st once complete, I receive the loan estimate XX/XX/XXXX I received a call from someone who identified themselves as a NFCU underwriter. She incited that she received my file from XXXX. She had all my personal information. She said XXXX advised that a loan of XXXX was on the property, I owned another property in Maryland I have not disclosed, and my address was not a " real property ''. This person was able to confirm my address was real- and said XXXX put my information in incorrectly. I confirmed I no longer own the other property and I don't / never carried a mortgage for this property. The underwriter was able to confirm everything also the value of the home. She said she will forward my file back to XXXX XX/XX/XXXX at XXXX CST XXXX called an advised that she still could not verify my address. I advised that her underwriter not only confirmed the address but the value XX/XX/XXXX After that phone call, I sent XXXX an email, advising if she is unable to confirm my address - I will withdraw my claim. I did provide the correct address for her to confirm XX/XX/XXXX later that day my loan was approved and showing in my online account. My homeowner 's insurance was contacted to add mortgagee. The county was contact to add the lien. 
XXXX I had not received any paperwork to sign. I sent an email to XXXX XXXX requesting my approval paperwork. She quickly responding saying she withdrew my application on XX/XX/XXXX and I would need to apply. I confirmed the withdraw " only '' came after she told me my address was invalid ( several times ). XXXX advised that I spoke with terms desk who spoke on my address, and confirmed the XXXX still came back as a no hit and need a full appraisal XXXX I reached out to her manager explaining the process so far and requested a copy of the approval paperwork to sign and lay this to rest. I provided a copy of the online approval XXXX XXXX XXXX responded an advised that XXXX responded a non-value on XX/XX/XXXX. She advised that XXXX withdrew the application on XXXX per mu XX/XX/XXXX request. She suggested I apply again. 
XXXX I again submitted a new duplicated application XXXX I received an email from XXXX XXXX - who advised that NFCU has a internal guidelines of full appraisal for secondary property. I explained this is in violation of the TILA since it was never disclosed as a requirement, and she is the 1st to say speak on this requirement. XXXX confirmed that automated evaluation was returned but not accepted. 

Which is now different than what was disclosed or told to me!!!! 

XXXX I recached out to the branch managers- seeking help and outlining the violations. 
XX/XX/XXXX Received a call from XXXX XXXX XXXX resolution Specialist. After 3 weeks of going back and forth with XXXX XXXX. 
I was told that " loan was a conditional approval, Loan was never approved, NFCU never put a lien against my house or homeowners ' policy, she can not see who contacted me from underwriting, because underwriting doesn't contact customer. I requested a copy of my file for this loan, and all the information sent to 3rd parties was left out. XXXX advised that she needed copies or proof of NFCU doing any of this. I provided a snippet of the information she should have. I expressed my concerns of my information and possible internal fraud as it looks like NFCU is saying funds was released to these 3rd parties. She refused a lien release and states the system auto generates an approval. The 3rd party notifications are sent prior to a loan approval. 

***I have copies of emails for the continues lies being added on as we move forward*** At this time no movement on the new application that has been filed since XXXX

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