Consumer complaint received 2020-11-27
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We spoke to our mortgage company in XXXX about a possible Deferment. In XXXX we spoke to them again after discussing our options and to make sure we understood everything. We spoke to multiple customer service agents and they said if we take a deferment then the would put our missed payments to the back our our loan and that the loan would be extended to take care of any payments we defer. Before agreeing to take a deferement we called back again to trip check and make sure we understood the process and the customer service agent again told us that the deferred payments would be placed at the back of the loan and we would have additional months to payoff the months we were deferring. XXXX my husband and I agreed to take a 3 month deferment during the height of covid. In XXXX we spoke to our mortgage company again and prepared to make our regular payment, then the offered us another 3 month deferement. We asked again if these payments would be put on to the back of the loan and if the term would be extended and the agent told us yes this is correct. We took another 3 month deferment until until XXXX. We received a letter from our mortgage company on XX/XX/XXXX and called in to go over the letter and check to make sure we understood it correctly. Our balance before taking the deferment was {$250000.00} and it said that we were past due {$10000.00} for the deferred payments. We spoke to the agent and again they said we would be given additional months to payoff the deferred payment. We confirmed that the deferment was over and were ready to make our regular payment, and the agent said they were still processing our deferement, so we weren't able to make a payment until XXXX. We took another look at our amortization schedule in XXXX and instead of deferring our payments and having additional months to pay the loan off, they took the {$10000.00} and added it into the principal of our loan and just attached it as a lumpsum payment on our final payment. So now instead of owing {$250000.00} and having an extra 7 months to pay, or balance increased to to {$260000.00}. My husband and I called the mortgage company on XX/XX/20 and asked what our balance was on the loan and a gentleman by the name of XXXX told us that it was {$240000.00}. He said he didn't see that we owed and additional {$10000.00}. So we called back and spoke to a woman in th mortgage department and told her we were confused about having the additional {$10000.00} added to our balance. She this amount was for the months we missed. We told her that we spoke to numerous agents to make sure we understood the process correctly and they didn't tell us the deferred months would be added to the balance, but that we would be given additional months to pay off the balance that we owed. We couldn't come to an understanding with her, so she transferred us to another associate in the deferment department. We got on the phone with the next agent and explained the situation and what we were told by numerous agents before we agreed to take a deferment. She said we didn't understand the process and that we can't expect to live there for free. I explained to her that we spoke to numerous agents in XXXX and XXXX before taking the deferment and also when we received the letter to sign for the deferment in XXXX we spoke to another agent. They all told us the same thing, that we would have additional months to payoff the deferred months and no one mentioned that the payments would just be added to our current balance. The agent told me that's not how the process work and that i need to go to the message center and ask for the calls to be monitored from our previous conversation and there was nothing else she could do for us. We sent in a request to have the calls played back, but we haven't heard back from anyone yet.

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