Consumer complaint received 2021-10-02
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
REPORT OF DISCRIMINATION AND DECEPTION AND UNFAIRTREATMENT Please be advised that I would love to file a complaint of discrimination and unfair treatment, deception of a customer against the Navy Federal Mortgage Application process.

As a six years loyal customer of the bank with an excellent credits score of XXXX with no default payment and derogatory records on my credit report, I have an apparent belief that my mortgage application was treated and sideline due to racial discrimination. 

After winning a bid for house property in XXXX, I have provided the bank with all documentation, including bank statements, pay stubs, tax return receipt, proof of Full-time employment status. 

It is important to note that throughout this process, there is no single document that my loan officer has requested that I did not provide on time, including an email from the workers union that I am a member of the union and in good standing. 

I was fully aware of my income ; I was initially approved for a pre-approval loan of {$270000.00} by the bank two consecutive times to secure a house for my family. The first time I was pre-approved, I couldnt win a bid on any property due to the competitiveness of the housing market. In XXXX, I had to reapply again, and in early XXXX of this year, I was able to win a bid of a property for {$270000.00}, to which I made an earnest money deposit of {$2700.00}. Throughout the application process, there is no time that Navy Federal nor the loan officers could inform me about my inability to be approved for the loan based on my income. Two weeks before the closing, the loan officer took {$530.00} from my savings account to go ahead with the home appraisal. The loan officers, fully knowing that my mortgage was not going to be approved by the bank, went ahead and did the appraisal. The appraisal was done, and the property was re-valued for {$250000.00}. 

I renegotiated the price with the seller and volunteered to offer an extra {$5000.00} from my savings just for me not to lose the house. Nevertheless, the bank and the loan officers continued with my application and even scheduled the closing with the sole intention to waste my time and deceive me. The final closing was expected to take place on come XX/XX/XXXX. Before that, three consecutive times, my closing dates were postponed due to a severe blunder from the loan officers, who appeared not to be entirely honest with me throughout the process even though they clearly understood my income strength from all the documents I provided them. They were very much deceptive to me as a customer. 

As late as XX/XX/XXXX in the evening, I was contacted by a member of the Bank who claimed to be part of the underwriters. I shall be more than willing to provide his name and telephone number. However, the said contact suddenly told me that for my loan to be approved, I need to have a savings of ten ( 10 ) months mortgage ( rent ) save in the bank account and a gift from my wife for the closing. I was shocked over the incident, fully aware that my wife and I had to save for the closing. 

On XX/XX/XXXX, to my surprise, after three months on the process, without being informed of any income qualifications by the loan officers, I received a voice mail from one of my loan officers stating that my mortgage loan had been denied as a result of a union letter even though the union did provide an email stating and corroborating my membership in good standing. I contacted the primary loan officer and asked him for a reason for the denial, and he completely ignored telling me the reason. However, after few days, I received an email stating the reason for the denial. I further requested the full disclosure of the reason and keep calling the Navy Federal and the loan officers, none of them could reply to my email or return my call. 

As a customer of the bank, I am well convinced that I have been discriminated against, unfairly treated, and deceived with the highest form of deception by the bank and the loan officers over the mortgage application primarily because of my race and national origin as naturalize American. I was NEVER told the truth, thus I would like my case to be thoroughly investigated by the senior management. 

Faithfully submitted Sincerely, XXXX XXXX XXXX

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