Consumer complaint received 2019-02-18
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Last year my husband was not regularly paying the mortgage and money was being taken out of my account to pay i was told if I had money and the mortgage was not paid that would happen as they did this it left me no money to pay my rental property so the stated foreclosure on that. I started last medication Dont what happened to cause I got paperwork from their attorney starting XXXX filed for bankruptcy. This was XXXX during that time my insurance was canceled and I was not informed the insurance company never informed me they only informed navy fed  they only contacted my husband and I knew nothing. I found when I was trying to file a claim for XXXX. They attached Insurance what had my mortgage payment go up. I asked why was i not notify They told me dates that they sent me letters I told them I got nothing. When they further researched they only contacted my husband and not me. I have ALWAYS handed the insurance that same year I got that insurance because the insurance lapsed But they didnt take the escrow account off for about two months and has never refunded my money as of yet they got the new insurance in XXXX it was about XXXX when I found out they did not change anything they had the paperwork but couldnt explain why it wasnt done and I did call many times and just gave up. Was giving many names and talked to many people and got nothing. Again I asked why am I never informed about what is going on I can not get insurance if I dont know I dont have any. Both are names are on the mortgage but I never no whats going on. The attached insurance does not pay for personal effects just exterior Because of water and mold I have furniture and clothing that has been ruined I thought had insurance that covered all of these things. Again Navy Fed has but me in yet another hardship. Dont know when the bankruptcy was done but I got a letter in the mail about XXXX of XXXX telling how long it had been since he had made a payment. I called loss mitigation which the letter came from Questioning what was going on and was told they cant make me pay. Im asking what does that mean and was told to talk to my lawyer I said what lawyer I dont have a lawyer i was told to talk to my Bankruptcy attorney I kept telling them I didnt have one I did not file for bankruptcy XXXX did got no help. Went in to the branch they called Lost mitigation and was told they dont know why I was told that. Im asking when you first stop getting payments why was i not notified and was told they did not have my information. Well they sent me the letter telling me they had not been receiving payments so why was it not taken from my account like before and why was it allowed to go so far behind before I was notified. No one had an answer for that either. Another hardship that could have been avoided. Navy Federal continually Keeps me in the dark regarding this mortgage in which I am liable for. My law if my name is on the mortgage contract i am to be informed of any changes or problems but I have not been that is why I am in this situation. They do have on my file that I was not notified. I got a letter for a foreclosure hearing in XXXX. I dont appreciate continually Being put in bad situations that can be avoided. 
My father died XX/XX/XXXX I got Plenty Insurance money and would have paid what was needed to become current had I know. Did they went for me to be in a hardship before bringing this to my attention because I know they can see how much money I have in the bank the Credit card sector sure took XXXX out to pay my credit card so these departments that i owe see how much money I have again they took money out in XXXX to pay it.

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