Consumer complaint received 2023-06-10
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, I was approved for a Residential Mortgage Loan with Navy Federal Credit Union. However, on XX/XX/XXXX, I received a denial letter in the mail. The letter stated the reasons for denial were no credit experience and can not verify assets. I was completely caught off guard by this because the last communication was XX/XX/XXXX, XXXX advising she would be out of the office due to a death in her family. 
Unfortunately, my loan officer was not responsive to my calls, text messages, nor emails, so XX/XX/XXXX I had to email a supervisor by XXXX XXXX advising XXXX was not responsive to me. 
XXXX Pre-approved XXXX XXXX Left VM @ XXXX XXXX XXXX l responded via text advising XXXX she can contact me anytime - no response XXXX I left a voicemail XXXX she called back/ during this call I advised XXXX I had property that I was interested in and I had a draft copy of it because it was not signed by me nor the builder. And the purchase agreement listed another lender which was an FHA loan. I advised my agent I would sign once I hear back from Navy Federal because I would prefer them ( NFCU ) due to No PMI. 
During the call on XXXX XXXX advised me to upload the purchase agreement as-is so that my numbers would be most accurate. 
XXXX Sent Preapproval letter via email XXXX I uploaded the draft copy of my purchase agreement XXXX I called, texted, and emailed XXXX asking for estimates for the different options of mortgages XXXX she texted back said she was in a meeting- no call back XXXX Called and email sent to XXXX XXXX no response XXXX Text sent to XXXX asking for the status of her getting the estimates back to me - no response XXXX Email sent to XXXX XXXX because XXXX XXXX XXXX XXXX supervisor was out of the office on extended leave. 
XXXX responded apologizing for XXXX not responding and said that she had submitted my loan to the team that provides loan estimates and she asked if I needed anything else, and she advised that I needed to update my loan information on the purchase agreement to reflect conventional because my loan with them would be conventional. 
XXXX XXXX responded via email with projection of closing cost with just XXXX of the options I asked about based on draft purchase agreement XXXX I advised XXXX still waiting on details of other mortgage options - No further response from XXXX. 
XXXX XXXX finally responded with all of the mortgage options I had asked about XXXX I sent an email to XXXX advising I had to pass up the lot listed on the draft purchase agreement because I could no longer hold up that property without signing because I was waiting to get my mortgage options from Navy Federal. 
XXXX XXXX responded via email that she requested to have my application re-keyed. She said I will get a new application number but all of my documents would be transferred to a new application. I didn't understand this because I was just simply looking for another property. 
XXXX XXXX sent an email advising she would be out due to death in her family XXXX I received a denial letter in the mail from Navy Federal Credit Union. The reason for denial was no credit experience and can not verify assets. 
XXXX I emailed and called XXXX to discuss why I was denied. No response XXXX I called the customer service line for mortgages and the rep tried reaching XXXX but she did not answer her either. 
XXXX She tried XXXX 's backup XXXX XXXX XXXX who stated she was about to go into training in XXXX minutes and she would call me back but she never did. I asked for a supervisor call back but no one ever called back. 
I received subpar customer service from Navy Federal and then a denial letter out of the blue. Unfortunately this is discriminatory based on my race. I had at the time of this situation a XXXX credit score with 29 years of credit experience and XXXX in my XXXX XXXX XXXX. I do not understand why I was denied nor did anyone care to explain to me why I was denied. I would like this to be investigated for discrimination based on race. I would like the Navy Federal Credit Union held accountable for their biased behavior. 
According to my research, the Navy Federal Credit Union is XXXX percent more likely to deny XXXX applicants than comparable XXXX applicants. My research data was found on the HMDA ( Home Mortgage Disclosure Act ) report for XXXX and XXXX. 
I just want to be treated with respect and decency.

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