Consumer complaint received 2021-08-26
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
This continuing mortgage issue with NFCU has been a nightmare that has harmed me financially. I have had an FHA loan with Navy Federal Credit Union XXXX NFCU XXXX since XX/XX/XXXX. I have never had a late payment on it. I requested in XX/XX/XXXX a loan forbearance through the CARES ACT due to financial difficulties with Covid-19. I am XXXX as is my spouse. In XX/XX/XXXX my spouse suddenly went XXXX after we both had XXXX a few months prior and decided to end our forbearance quickly due to our need to possibly try and sell our existing home because having steep stairs became a hazard, and to also give us some time to get back into making house payments again. We were told you must make at least 3 payments to either refinance or purchase another home. I also was desperate to bring my currently reported mortgage balance down to where it should be ( about $ 36K ) rather than the now over $ 40K reported balance. Despite being told that my credit would not be harmed during forbearance, NFCU spent over a year adding interest and late fee 's to the balance being reported. That alone caused my credit score to drop over 100 points as balances are supposed to decrease not increase. I asked for assistance throughout XXXX from CFPB and NFCU but NFCU refused and CFPB did nothing to stop them. NFCU knew that what they were doing was purposely harming my credit. I exited my forbearance in XX/XX/XXXX and made a mortgage payment immediately but was not applied to my mortgage. I was given no options by NFCU other than a stand alone claim which was approved but no other options or modification to my mortgage was offered or discussed. I had to log into my online account and print all my documents then I was responsible for providing notorized copies to NFCU and mail them. To date I received nothing pertaining to this stand alone claim was told nothing about the program. rather I waited patiently for my credit scores to rebound once my mortgage balance was brought down to where it should be if no forbearance due to this pandemic disaster had occured. And my scores did rebound only to drop AGAIN in XXXX when NFCU reported my mortgage balance as being OVER $ 40K AGAIN! I was shocked and angry and confused and contacted NFCU many times only to be told that the " system '' didn't know how to process this $ XXXX payment thus kicked it out again and reported my mortgage balance as increasing $ XXXX causing my scores to plummet once again. NFCU admitted it was their error but has done NOTHING to correct this false information with the credit bureaus telling me that I have to call each one, they will not. I have been victimized yet again and additionally my payment went up ( {$280.00} to {$300.00} ) DESPITE my first payment being applied to my escrow account to insure this DID NOT happen. NOTE : NFCU no longer originates FHA loans. If my scores were not harmed by them I would seek out a cash out refi VA loan so that I could find a single story home while renting my existing home out while awaiting its sale. But qualifying might be an issue with my credit scores again.

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