Consumer complaint received 2019-08-01
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am a XXXX XXXX veteran, and I acquired my mortgage for my current and only home with Navy Federal Credit Union ( NFCU ) in XXXX for {$310.00}. I have lived in my home for 12 years and I am currently ill. I have been a government employee since I was XXXX years old ; eight years in the XXXX XXXX and Sixteen years as a XXXX  XXXX. In XXXX, I was medically retired due to an on the job injury I received in XXXX. My life has been a financial, physical, emotional and mental struggle for since the incident ; however, I struggle to keep the only home my family and I have. Due to financial issues my credit prevents me for qualifying to utilize my VA loan and any other mortgage assistance, therefore on XX/XX/XXXX when I contacted NFCU at approximately XXXX, to make a monthly payment of {$2100.00} I was told it would not help because my home had been approved for foreclosure that very morning. I would like to request the recent telephone conversations I had with NFCU representatives be reviewed, because on XX/XX/XXXX @ XXXX, I spoke with Ms. XXXX . She informed me my account was being reviewed for foreclosure, I told her I was calling to inform NFCU that I would be making 1 payment of {$2100.00} on XX/XX/XXXX. She stated 3 payments were due totaling over $ 8K, I explained to her that I had been hospitalized in XXXX and I was having a small XXXX  procedure performed on XX/XX/XXXX, so I could only make one payment and I would require a little time to get the modification package in ; I had not submitted it earlier because I was told I did not qualify until 1 year. Ms. XXXX explained a year would be in XXXX, therefore before the packet was evaluated the year would have elapsed. I asked her would I be allowed to submit the one payment of {$2100.00} on XX/XX/XXXX and she responded yes, make the payment and get the packet in. She stated if I needed one, she would mail it out to me. I explained to Ms. XXXX I was currently waiting on a response for military benefits, and I tried to sell my life insurance to catch up my mortgage because I have no 401k or savings, however my request was denied due to my age despite my XXXX XXXX. Then after borrowing additional money to pay the {$2100.00} when I called on XX/XX/XXXX at approximately XXXX XXXX to make the payment the representative Ms. XXXX had me on hold while she finished her notes on another account, only to eventually inform me I was required to pay the entire $ 8k plus because my home had been approved for foreclosure. Therefore, I requested to speak with Ms. XXXX, because I could not understand why NFCU would approve the foreclosure knowing I was making a payment on XX/XX/XXXX. Ms. XXXX stated she would transfer me to Ms. XXXX, however she had me on hold once again while she was updating more notes, then the line hung up. I immediately called back and spoke with another female representative, however I was so upset I did not get her name. I never got to speak with Ms. XXXX because she was busy. I do not understand why my only home is a face to be taken when I am fighting to keep it. I explained to Ms. XXXX I was currently paying {$7900.00} worth of HOA attorneys fees because I needed a payment plan for less than {$1200.00} of HOA fees or the HOA was going to foreclose on my home. It hurts me to know my sacrifices for this country mean nothing  to so many people veterans die for. No man left behind is what we are told, however our owe country throw us away. So many programs available to wave fees and lower principal balances, however I never qualified for any of those programs. In XXXX, my home was more than $ 85k upside down, however I did not bail on my debt. It is humiliating being in a position where I must beg to prevent becoming a homeless veteran, because my own government denies me benefits, I have earned. The stress of being homeless is overwhelming and triggers my XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ). Now my XXXX has gotten worse and my XXXX  XXXX XXXX seems to have returned. I have no where else to go and no savings, because each time I try to get stable something goes wrong, home repair, car repair, hospital stay, or loss of pay. I am so grateful for the representatives who try to assist me, and I pray for those who may not understand what my life has become. I do not want to lose my only home, because I have no where to go and today my credit score makes me prey to everyone. Rather than assist those struggling we are punished, and the wealthy is rewarded. The foreclosure process creates more cost, when I was already struggling to make the one {$2100.00} payment before XX/XX/XXXX. I do not understand why anyone would treat a veteran in such a manner.

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