Consumer complaint received 2023-11-15
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
I lost my job back in XX/XX/XXXX, so I went to my local Navy Federal explaining this and was told that I can apply for the Mortgage assistance application. When I asked how was i to return the application, i was told that I would have to mail it in, that it could not be done electronically or fax. So I mailed the packet in XXXX I believe on the XXXX, but Im not sure, I have a screenshot from XXXX  with the tracking date. But when I called to check on if they received it, I was told that they did not receive the complete packet just some documents. I explained I mailed the complete packet, so how could they only have part of it? I was told that it is possible that the person in the mailroom did not scan up the full packet correctly. I then asked how is that my fault? I was then told that they have this new system where i could upload the application called XXXX, i did so as requested but the system would not allow me to upload properly, it only allowed some documents to be uploaded but not all. So I was then told that i could send the remaining documents requested through the banks emessaging system, i asked why was i originally told that i could not do it through there, and that i had to pay {$15.00} to mail it in, I was told they were unsure of why i was told that. So I sent the packet through the emessage, I was then told that they did not again receive the full packet, and that I should email it to XXXX, which I did on XX/XX/XXXX. Again I was told they did not receive the complete packet, even though they received some of the documents from the same email but not another document which doesn't make sense. So I resent the requested documents on XX/XX/XXXX. After finally getting everything sent in I was told that they would only allow me to be able to get assistance, if i was to restart my loan, I told them no I'm trying to be done with them as soon as i can. So now XXXX has come and i am able to pay the full balance owed thanks to my parents assistance. I called them in XXXX and asked the representative how much I owe for my balance and that I wanted the full amount due. She gave me the total of {$2600.00}. That is what I paid on XXXX XXXX. With an overage of {$80.00} that went towards late fees. Everything seems back to normal, and I am able to pay on time due to the fact I have rented my condo out, and with my tenants rent I am able to pay on time. That is until XXXX I see an additional amount of {$140.00} on my account that is due, so I called to inquire. I am told that it is inspection fees for the account being in a past due status for more than 45 days. I explained that I have been paying on time since i brought it current back in XXXX so why am I being charged now. They were unable to give me an answer other than that I owed the amount. But they say the fees are starting from XXXX XXXX XXXX. So Im confused if I called and asked what my full balance due was and was given the amount of {$2600.00} why was the fees not added then? And why am I just now seeing them in XXXX? Nobody could give me an answer so I asked for a supervisor, I was given to a XXXX XXXX and again had to explain what was happening since XXXX, he also couldnt give me an answer other than there could have been a misunderstanding, and Im like no, if I ask what my full balance is, I should be given the full amount due so that I could pay the full amount due to be current. He says that he will take a listen to the calls from XXXX to see if there was a mistake. This was on Monday XX/XX/XXXX, he says he will call me back on Thursday on XX/XX/XXXX. He never calls, so I start calling him and requesting him. Each time I am told hes not in and will return tomorrow. I call again today, and I am being told the same thing. Now I feel as if he is just avoiding me and not wanting to speak with me because he knows that they are wrong. All the while since XXXX to XXXX, they kept sending the Mortgage Assistance Application packets to my address as if I had not already been working with them, the packets are at minimum 15 pages long. I had to of received at most 100 packets, all the while threatening foreclosure, and driving my XXXX  and stress through the roof. I had been working with them since XXXX trying to save my home, and they did nothing but make the process difficult and exhausting. Now were in XXXX and I am still having to deal with them trying to intentionally add fees to make it harder to afford my home. On top of that I received a letter from my Home insurance, XXXX XXXX, stating that I had a payment of {$110.00} return, I was confused because I dont pay them directly it is paid when I go to pay my mortgage, so I was confused when I received this letter. I called and spoke with them, and they claim that Navy Federal made two payments on! XX/XX/XXXX XXXX for {$110.00} and XXXX for {$750.00} totaling to {$860.00}. XXXX, but they were returned. But were eventually paid on the XX/XX/XXXX and XX/XX/XXXX. But because of that I have to pay a late fee of {$15.00} and that it can not be waived. But why should I pay a late fee if the payment was returned through Navy Federal, not me. So I called navy federal on XX/XX/XXXX and I was told by a XXXX XXXX XXXX XXXX ) that they paid the full balance of {$860.00} on XX/XX/XXXX and it does not show as returned. She told me to send a emessage explaining all of this so that it could be investigated further. So I did. I spoke with someone today XX/XX/XXXX and they could not assist with it nor get me to XXXX XXXX. I feel as if I am being intentionally targeted and am a victim of my rights being violated. I have the right to redress and they are not trying to set anything right, instead they are being greedy and taking from the very people that they are supposed to be assisting. I see that Navy Federal has a history of doing this, and I unfortunately have fallen victim to their games. I could really use some assistance on this because I am simply a human being trying to make a living and provide for my family, and they are making it more difficult to do that. I am stressing to the point where it is affecting my health, and that is not good. I just want to put this behind me so that I can move forward with my life. Thank you

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