Consumer complaint received 2018-09-06
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hi, My credit union Navy federal credit Union have discriminated against me because I exercised my consumer financial protection rights as a identy theft victom. I have my mortgage loan, line of credit, credit card and auto loan with navy federal credit Union. I've never missed one payments on any of my Bill 's. End of XX/XX/2018. I've been in a auto collision while at work. Someone rear ended me while I was stopped at the stop light. I've been in XXXX XXXX XXXX since. I reached out to navy federal to apply for a fixed equity loan on my home that I financed threw NFCU. Before applying for the loan over the phone. I ask the agent if they use all three credit bureaus to pull my credit and the agent said yes. They use all three credit bureaus to pull my report and to make final decision. I agreed to move forward with the equity loan Application. I did a follow up call to my loan server and processor to introduce myself and I also had some questions about the Application. Before I even finish asking my question. The agent stopped me and said no need to finish filling out ur Application because underwriting decided not to move forward with the Application because I dont meet they requirements to be approved and my credit score was to low with XXXX. I ask the lady what was my score with the other two credit bureaus and what was they requirements on getting approved. The NFCU agent said to me my score with XXXX is to low I ask about my other scores and she said they only work threw XXXX to pull report when someone applying for equity loans or line of credit. They dint use the other bureaus to run credit report. I said to the agent. I am a victom of identy theft and it's because of XXXX data breach my personal information have been compromised and that some opened up fraudulent accounts in my name and that I'm starting a lawsuit against XXXX and that can they give me another option or can they use the other bureaus also to make a fair decision on my Application. The lady told me theres no other option they can offer me. I explained to the agent that my XXXX report dont reflect my other two reports and that information on my XXXX report are fraudulent and I am in dispute with XXXX   over those fraudulent accounts. I explained to the navy federal agent that I sent XXXX supporting documents such as my police report and ftc report. I asked XXXX to please remove and or block those fraudulent accounts from my credit report until they finish they investigation. Navy federal agent said to me. It's nothing they can do or option they can offer me. I told the NFCU agent that it's not fair to me and it's a violation of my rights and to please not run my report with XXXX for the above reasons. How can they go to someone that violated my rights and 143 million of Americans rights by they data breach. It's like asking the person who violated my rights to give a fair report on me. It's a conflict of interest. If I am in lawsuite with XXXX why would they go to them to get a fair report about me. I dont think I was giving a fair chance on my Application. I was lied to by the agent that I did the phone Application with. He told me they use all 3  credit bureaus to make a decision on equity loan Application. I believe I was discriminated against because i exercised my rights under the consumer financial protection act and was giving false information just to get me to complete and move forward with the Application. Navy federal credit Union used all three credit scores to come up with a anser on my other Application why they only use XXXX when applying for equity loans. I think it was done deliberately only to deny my Application or to give the people a higher interest on they loans or to not allow the people to access they equity. I always paid all my Bill 's on time and never missed a payme t till this moth. Because I been dealing with fraudulent activities and my personal bank accounts that I make payme ts from have been comprised also so my bank closed that account and sent me new cards.

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