Consumer complaint received 2019-01-04
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My home was completely devastated during hurricane Florence leaving the house uninhabitable with no roof, no walls, no floors, no electricity. The insurance company has authorized a limited amount of time where they will pay temporary housing and that goes month to month and could end at any time. It has been almost four months since the storm and little progress has been made on the house mostly due to slow insurance settlements, however, now that the insurance company has began issuing checks, Navy Federal Credit Union is not releasing the funds in a timely manner. 

The checks issued by XXXX  XXXX  XXXX XXXX are written to my wife and I, and the mortgage company, Navy Federal. My claims specialist at Navy Federal is XXXX XXXX and the incident number is XXXX. Her phone number is XXXX XXXX option 1. On XX/XX/XXXX I sent XXXX XXXX a receipt where I paid XXXX dollars in cash to a tree company to remove a tree that was through the roof of my house and wrapped up in a powerline. The insurance company approved this amount and verified that the receipt I provided was enough for them to release payment to reimburse me for my out of pocket expense. XXXX asked me for more proof that this money was spent such as a withdrawal from a bank which I did not have as this was cash my wife and I had saved for a rainy day, such as a tree crashing through our roof during a hurricane. The roof has been repaired as verified by insurance inspectors and county inspectors, which would not be possible if the tree that I paid to remove was still through the roof. XXXX XXXX has offered no further guidance and will not even respond to emails I have sent asking about reimbursement. 

On XX/XX/XXXX I sent a cashed check receipt from my bank for labor I paid the contractor working on my house in the mount of XXXX dollars. Again, XXXX XXXX has not issued payment to reimburse me and is not responding to my emails asking about repayment. I have called the number provided and been told on multiple occasions that " she's not on the phone today '' presumably meaning that she is working but not accepting phone calls. No one else that answers is able to help me. There seems to be no recourse of action and no one to talk to. I have received no explanation as to why or when I will get my insurance money that I have provided receipts for. This is now XXXX dollars that was sent to me by my insurance company that Navy Federal has just kept.

We lost almost all of our belongings in the hurricane, spending a couple weeks homeless. The expense has been tremendous. I do not have money or faith in Navy Federal to repay me any longer and there is no one being held accountable in their insurance claims department. The insurance company can stop paying our housing allowance at any time, putting us back on the street. We have made all of our mortgage payments to Navy Federal for a house that we can not use and a house that they are getting money from insurance for but is still uninhabitable largely due to their inability to repay us.

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