Consumer complaint received 2018-04-19
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX I applied for a mortgage loan with Navy Federal Credit Union on the phone with XXXX XXXX. Prior to her starting the application I told her that I had applied at three other banks which included XXXX XXXX, XXXX  and XXXX XXXX all for which I was approved. I also advised XXXX that my bankruptcy was discharged back in XX/XX/XXXX I told her these things because I wanted to make sure that she knew what my circumstances were prior to her starting the application. She advised that all of things mentioned were within Navy Federal guide lines and she proceeded to tell me that the credit reports for my husband and myself would cost {$36.00}. and I told her to proceed. After she completed the application she advised of some paperwork that the underwriters would need and asked that I uploaded them onto their secure website. I completed that task at XXXX, XXXX, XXXX and XXXX. During our conversation XXXX advised that Navy Federal had something called a Freedom lock where she had locked in our rate at 3.84 and that if I purchased some points I could get it down to 3.75, she also set my payment date up. During the application process XXXX  asked me how much did I want to borrow, I told her I hadn't found a house yet and she told me to ask for {$500000.00}. and if the credit team couldn't approve that amount they would send a counter offer. XXXX   also advised that Navy Federal had a Realty Plus team of realtor would could assist with finding a home and she signed me up for that as well. On XX/XX/XXXX I received a message from Navy Federal advising that XXXX XXXX was the mortgage loan officer during the process. On XX/XX/XXXXI followed up with our loan officer because we found a house over the weekend that we really liked. She was not in when I called but another loan officer advised that she would leave XXXX  a message for when she arrived and have her follow up with me. XXXX followed with me later that morning and she advised that the credit team advised her that we asked for too much and my bankruptcy had to be within four years. She said I could reapply in XX/XX/XXXX of this year. She said I would receive a letter in the mail. Around XX/XX/XXXX I received a letter stating the total opposite of what XXXX had advised on the phone. The denial letter stated that the credit application was incomplete, they were unable to verify our income, and that we had poor credit with Navy Federal, delinquent past or present credit obligations with others and collection action or judgement. Our credit score was XXXX   at the time and we had no bills that were past due. Nothing on that statement was true. I called back on XX/XX/XXXX and XXXX XXXX   answered the call. She told me that she checked with her supervisor and was advised that with a VA Loan the waiting period after a bankruptcy was only two years. She advised if I was approved with XXXX  I should have been approved with them. She put in a challenge/appeal in for me on that same day at XXXX the incident number is XXXX. OnXX/XX/XXXX XXXX supervisor XXXX XXXX called me and told me that she did not see any appeal or challenge and XXXX was correct with every thing she did and said. I asked for her supervisor name and she advised that was XXXX XXXX XXXX ext XXXX. I asked for information so I could send the CEO a letter and she said she did not have it. To this day I have not received anything in writing about my appeal or challenge.

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