Consumer complaint received 2020-08-01
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I, XXXX XXXX, applied for a mortgage loan application with Navy Federal Credit Union on XX/XX/2020 with XXXX XXXX XXXX XXXX XXXX who is my loan officer. I received a pre-approval on XX/XX/2020 for {$160000.00} as I was asked by the loan officer for the price point that I suggested. While looking in the market I wasn't able to find anything so I requested an increase for the pre-approval amount of {$200000.00}. I was granted the pre-approval increase with my XXXX saving account of {$10000.00}, business income from XX/XX/2020 - XX/XX/2020 totaling {$7700.00}, and employer 's income with the pay stubs given and I began my home search. 

I submitted all of my documents to the loan processor XXXX XXXX ( XXXX ) who called me and went over and reviewed all of my documents with me. XXXX days later I kept emailing her and she went ghost and suddenly disappeared. After a week and half later of multiple calls and unanswered email, I finally received an email from XXXX " XXXX '' XXXX ( XXXX ) saying he is taking over my loan application as XXXX fell ill but he can't find none of my paperwork. XXXX then asked me to resend all of my paperwork to him. That was frustrating as all of my paperwork was uploaded into Navy Federal system so how did my paperwork all of a sudden disappear. I took time off to put all of my paperwork together again and uploaded and forwarded it XXXX XXXX XXXX more time. It is frustrating all around to deal with XXXX XXXX who does not respond to email immediately. XXXX respond to my emails after every XXXX to 3 days which is exasperating for a minority female like myself. Everyone of Navy Federal employees has been treating me unruly as if I am worthless and unethical. 

I found a property at XXXX XXXX XXXX XXXX, XXXX XXXX, FL for {$190000.00} and put in a contract with a closing date of XX/XX/2020. I received a denial on XX/XX/2020 stating the " income insufficient for amount of credit requested. '' Since I did not disclose my other saving account because I did not know I would have needed to mention it so I decided to appeal on XX/XX/2020 and state my income in my checking account with XXXX XXXX  that totals {$15000.00}. The loan processor sent the appeal package with the paperwork showing my XXXX XXXX  account, a XXXX XXXX XXXX sheet for my business income, my XXXX account balance, and my updated pay stubs on XX/XX/2020. I received a letter dated XX/XX/2020 stating my loan application would remain denied again due to lack of income. The loan application was denied XXXX days prior to any review of my documentations that the loan processor submitted on XX/XX/2020. XXXX XXXX reviewed my appeal documents and with his expertise in his loan processing field advised all documents are sufficient and we should not have any problems. 

Why was it denied on XX/XX/2020 when the appeal package was submitted on XX/XX/2020? What is the reason for the denial and the XXXX denial was made prior to the documents being received from XXXX XXXX. I feel discriminated against because of my XXXX American ethnicity and my XXXX XXXX XXXX age limit. There is no reason I should have had to submit my loan documents XXXX times. I have been stressed out from the moment I was asked to resubmit all of my paperwork again with a major Fortune XXXX mortgage company that I uploaded all of my paperwork to after XXXX XXXX went unexpectedly missing. How can an application get denied prior to being reviewed with all the necessary appeal paperwork? The appeal package was sent again on XX/XX/2020 and the application got denied on XX/XX/2020 for the XXXX time. That was the XXXX denial letter I received prior to appealing. This is absurb and ludicrous. I will not stand for this type of treatment. I am being discriminated against for unknown reason that will be discovered. I advised XXXX XXXX to please forward all of my paperwork to XXXX XXXX so I don't have to submit them again to another loan processor because they are missing and nowhere to be found. To mentioned, XXXX XXXX decided to send me an email at XXXX on a Friday afternoon prior to going on a week long vacation. This behavior goes to prove that he purposely sent the email at the end of his work day and eliminating himself from working on my file for the upcoming week saying he will be on vacation. This happened to someone else who advise me this is how the underwriting department operates. I was told by a previous client that their loan application was randomly closed without any contact to them or their realtor. They have employees who are twirling their fingers at their desk and not doing their job causing me major XXXX and flaring up of my anxiety. I work hard for a minority female like myself. I work over XXXX hours a week, I own my own business, and I am very devoted and meticulous about my credit profile. Therefore, I should not be treated as if I am unethical or immoral. 

I emailed XXXX XXXX XXXX my original loan XXXX XXXX on XX/XX/2020 advising can he please gather all of my paperwork to avoid my paperwork from disappearing. First, all of my paperwork all of sudden disappeared. Secondly, the loan processor got sick and my application had to be transferred to another processor. Third, I had to regather all of the documents and resend for processing because my paperwork had vanished and none of my documents could be located. Fourth, I receive a denial letter and I submitted new evidence for an appeal and my application gets denied again after a few days without the appeal paperwork ever being reviewed. 

I have provided and given all necessary information to process my application and yet my paperwork is being thrown around in an office without proper processing. I want my loan application to be reopened and processed correctly. I am contacting an attorney to report this horrible experience I had to endure with Navy Federal Credit Union Mortgage XXXX XXXX department.

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