Consumer complaint received 2021-07-02
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hello, I'm reaching out about my experience with the Navy Mortgage application. I feel that we were denied credit for a mortgage because I complained on a mortgage loan officer. In which I had every right to do so. 

It started with me applying and I had to email XXXX to even get a follow up on my application. I asked to switch loan officers at the beginning and that hasn't even been done like I asked. Her supervisor followed up with me but she was telling me different things then what XXXX told me. XXXX told me that she had a system approval until she changed back XXXX 's student loan payment back to the 1 %. I went through the process and got that updated to show that his payment would be under {$130.00} a month. Then when it was moved to XXXX, she told me that I had to have a repayment in place, so I went through with that, then she told me that it had to be due for the current month which no one ever told me. Then I spoke with XXXX and he told me he would have XXXX send everything I sent over and that was roughly 1.5 weeks ago and haven't nothing expect an email denying our application. She didn't even respond to my email when I sent her documents. I understand collegues are supposed to stick together but at the cost of the business? How would we go from a system approval, being told our down payment, interest, insurance, monthly payment to denied? I have everything written down that XXXX told me in the beginning. My fiance 's credit application was denied to too high debt to income ration ( monthly payments ) he literally has two bills a month that total {$300.00} a month and he makes {$49000.00} a year. Same thing with myself, my monthly recurring debt is {$500.00} a month and I make {$37000.00} a year? XXXX clearly wasn't into taking care of the customer. She never returned my phone calls without me calling a couple of times. I had to ask every single question about the procedure with Navy. One time I was speaking with her, her dog was barking in my ear, she didn't even have the respect to move to another room. She talked to me like I was stupid by telling me that Navy Federal Credit Union was not a credit reporting agency after I complained on her when simply asking if she could send me our credit reports as another lender did.When I called to speak with XXXX 's supervisor one time, she picked up the phone and hung up on me and never called back when the person took the call provided my information. I have never had the experience I have had with Navy with any other business. I thought Navy was high on customer satisfication. I know all their employees aren't this way because when I went into a branch to take care of something they were very polite and took good care of me. There mission statement is " Navy 's mission is to always put members first? '' Each area fo the credit union operates with the same purpose in mind, making members ' financial goals the top priority? I have found this to be not true with the mortgage loan department. I can see how important my needs are by how the dashboard hasn't even been updated since my request for the new loan officer as requested and it's still sitting on the same step when I have gotten denial letters. I have attached the wonderful email converstations with XXXX to this complaint as well as the dashboard information. I have waited awhile to see if anyone was going to follow up with me at all and still nothing as of XX/XX/XXXX. I started the application process XX/XX/XXXX.

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