Consumer complaint received 2017-03-21
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
I took out 2nd mortgage on home since the home was a foreclosed home for repairs for property the house was used as collateral. The foreclosure took place XX/XX/XXXX, I attempted rent and sell property but the property was foreclosed with first lien holder XXXX. However, prior to foreclosure both mortgage companies were communicating and the last I heard Navy Federal Credit union was offer a settlement. The house was foreclosed and I did n't hear. Over 5 years had past and I attempted apply for a mortgage loan in XX/XX/XXXX. I was told in XX/XX/XXXX Navy federal Credit union reported a current Past due balance of a loan of {$28000.00} on credit report. I called a few times and left voicemail messages asking for a call back. I finally went in-person to corporate office on XX/XX/XXXX XXXX, VA. I ask to speak with a manager in the mortgage Dept. I was told I could n't speak without a appointment. I refused to leave and finally a representative got someone in mortgage on the phone they stated they were in charge credit reporting I told them the property was foreclosed and they were reporting a current Past due balance for mortgage that I no longer have property. They stated, no way they were reporting that information. I left my foreclosed documents as proof the property was foreclosed. I was told to fax over credit report that shows the inaccurate reporting information. I asked if a manager could call me once complete. 2 weeks passed and I did n't receive a phone call, I called finally got a hold XXXX XXXX in charge of collections he ask if I would like pay the account I informed him the property was foreclosed in XX/XX/XXXX what happen I was told they did n't accept the offer. Hey was very rude, I told him I was a XXXX XXXX Veteran and to check all Credit I held in the past. I have paid off all accounts I credit cards, car loans, business loans with Navy federal and this account was foreclosed property where property was used as collateral I was told that does n't matter. On XX/XX/XXXX I heard from representative that stated she was XXXX XXXX a manager and she was responding to a complaint from the Better Business Bureau and she stated the behavior of the Collection account manager will be address and I will receive a letter in few days and the situation will be take care of she fully apologize again. After not receiving any correspondence or calls I reached out her today XX/XX/XXXX and finally spoke with her today and she seem sort of confused about sending a letter and what the letter was to address. She stated, she would have transfer me back the collection manager and stated they did nothing wrong. I am confused and meantime my credit is suffering for something that happened in my past. Does n't the credit history with Navy federal make a difference? Does n't being a Navy Federal Veteran make difference?

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