Consumer complaint received 2020-07-23
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Consumer Complaint Division Good Morning, I am XXXX XXXX and writing this Consumer Complaint letter on the discrimination and federal laws violations of Navy Federal Credit Union. I have submitted a timeline of events in which will show : discrimination, incompetence, stall tactics, credit violations and unlawful denial of a mortgage loan. 

Here is the timeline of events since my loan was submitted on XX/XX/XXXX. 

XX/XX/XXXX applied for loan and opened savings account. 

XX/XX/XXXX asked my processor XXXX to send over docs that we discussed the week prior XX/XX/XXXX asked my processor to send over correct docs as she sent incorrect docs with me borrowing $ XXXX XXXX she sent apologizing email and sent over loan amount $ XXXX with 3 options 2.6,2.7, and 2.8 in which I selected option 3 ( XXXX ) XX/XX/XXXX emailed follow-up requesting loan docs for our XXXX discussion on rates and options XX/XX/XXXX called and left VM stating I was ready for appraisal XX/XX/XXXX called and sent emails to set up appraisal and paid for the service XX/XX/XXXX sent processor 2nd request email to move forward with appraisal XXXX sent urgent email asking for intent to proceed docs from processor XXXX XXXX sent 2nd email advising processor that appraiser came today and I still needed intent to proceed docs XXXX XXXX stated she would resend docs for us to sign XXXX sent email asking where we stood in closing process and what else was needed XX/XX/XXXX XXXX wrote asking if I heard from title company ( never ) and to let me know my file was going to self employment document review. 

XX/XX/XXXX XXXX stayed that they were getting my tax transcripts to review self employed income. 

XX/XX/XXXX XXXX stayed that underwriters were asking for XXXX & XXXX W2 and or 1099 which I advised that tax documents were sent months ago. 

XX/XX/XXXX I was told that the title was cleared XX/XX/XXXX I emailed asking for rate reduction and cash out refinance to pay off loan. Did not get a call XXXX I called and spoke to Navy Federal Rep and she advised I could get 2.8 % rate with no points or origination fees XXXX emailed XXXX asking about rate and freedom lock as well as closing date and to discuss how long this process is taking. 

XXXX I signed and sent payoff docs to pre closing processor for my current mortgage XXXX XXXX XX/XX/XXXX XXXX stayed that they needed to run a new credit report??? I asked why and she said loan was over the days required for a new credit report. Again I voiced concern over delays and lack of communication on closing date. Gave authorization to RE run credit. 

XX/XX/XXXX XXXX emailed saying my debt to income was too high ( nothing changed from my 1st credit report ) I advised her that I have {$180000.00} in equity and we could payoff whatever to make loan work. I also advised her that truck was XXXX  use vehicle and paid thru XXXX  as it is listed on my corporate tax returns. 

XX/XX/XXXX Navy Federal denied my loan and sent me a letter. No word from my processor?? 

XX/XX/XXXX after several attempts to contact someone in management XXXX XXXX called and we discussed my loan. After the call I felt finally we would get loan closed. I sent her prove that truck was paid thru the company and they agent payroll deduction XX/XX/XXXX I also sent bank account balance $ XXXX and Mutual fund statement showing $ XXXX as requested XX/XX/XXXX I wrote a reconsideration letter and XXXX says she agreed with the basis of my letter. I have XXXX in equity and {$110000.00} in liquid cash why wasnt I giving options before my loan was denied as of a 30yr mortgage or to pay off items with cash on hand or use equity as I stated to XXXX months ago?? 

XX/XX/XXXX I sent XXXX ( Supervisor ) that both XXXX XXXX cards have been paid off fully and all documents that she requested. As well as proof my XXXX XXXX was paid thru my corporation and listed on my corporate tax returns as a XXXX  vehicle. 

XXXX I asked XXXX to give me a call as I had a quick question. No response. 

XXXX I emailed XXXX asking for closing date and that the process was becoming exhausting and troublesome. 

XXXX I sent payoff records from XXXX XXXX XXXX XXXX and also voiced concern that Ive sent 3 emails with no response. 

XX/XX/XXXX I received email from new processor XXXX XXXX saying she was assisting XXXX and apologized for all of the delays stating she needed addl disclosures signed and homeowners XXXX page showing Navy Federal as mortgagee. 

XXXX XXXX requested statement from XXXX XXXX XXXX XXXX on payoff XX/XX/XXXX I called on my birthday to discuss rates and closing dates. I was told that my rate would be floated down to 3.0 % and that everything was approved. 

XXXX. I sent XXXX XXXX an email asking about closing and didnt get a response. I asked for the corporate complaint email address as well and still didnt get a response. 

****I have every e-mail and correspondence to prove my allegations. **** I was told when I applied that the process would take around 90 days. I said seems like a long time and XXXX said they had lots of loans due to the low rates. As you can see above, this process is in month 7. As a XXXX XXXX veteran and a 19yr XXXX XXXX, I feel totally disrespected and discriminated against. Ive submitted 2yrs of tax returns, W2s, proof of employment, proof of XXXX XXXX ( Fortune 500 ), proof of credit cards paid in full, submitted payoff docs for state farm line of credit and XXXX XXXX 1st & 2nd loans. The above shows willful abandonment, discrimination, and federal laws being broken. I have only spoken to my loan processor on the phone twice in 7 months. They take 2 weeks to respond to emails and never return phone calls. 

After I spoke with Supervisor XXXX, I felt that we were moving in the right direction, She even stated I dont understand why they denied your loan with the assets and the equity in your property ''. She stated each underwriter is different and depending on who underwrites your file the decisions can be different. I received no less than 6 good faith estimates with all sorts of interest rates and origination fees. When I called or emailed to discuss, I never received an answer and more delays and stall tactics. I have been sent 5 different loan estimates and all sorts off different fees and charges. When I call and speak to a customer service Rep, they tell me they can only forward me to my processor ( who never answers phone NOR return calls or emails ). 


RESOLUTION I would like my loan closed. There is no reason for a loan to take over 7 months to close. My debt to income is under Navy Federal guidelines and the only reason that my loan hasnt closed is for the reasons list above. Income docs submitted and approved by Navy Federal is well over {$6500.00}. My DTI ratio is 35-38 %. My credit is good and qualifies under Navy Federal guidelines. 

Current Debt : Mortgage {$2000.00} Car Note {$320.00} Debt not considered : Truck ( paid by corporation with submitted doc and shown on corporate tax returns ) {$700.00} XXXX XXXX  ( Paid in full sent docs to Navy Federal ). $ XXXX XXXX XXXX Line of Credit ( Will be paid off with cash out refinance, docs sent to Navy Federal ). {$0.00} Please respond back to this within 15 business days. As you can see, this has been a compete nightmare and zero accountability from Navy Federal. 

Best regards, XXXX XXXX XXXX cell XXXX office OFFICIAL CODE OF GEORGIA 7-6-1. Discrimination in extending credit or making loans prohibited

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