Consumer complaint received 2016-06-04
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Shopping for a loan or lease

Complaint:
On XXXX XXXX, XXXX I submitted an application for an auto loan from Navy Federal Credit Union. I added my husband as the co-signer. I am the XXXX for my husband who is XXXX and also a XXXX Veteran. I sent in the general power of attorney and his pay documents as I am responsible for all our finances as his POA. Once the document were uploaded. I received a call on XXXX XXXX, XXXX at XXXX. This was a request for me to bring the POA into the branch with his identification. I asked how long would I have to take it in and was told within the next 14 days. I said I would come in on XXXX XXXX, because I could not get there on the following day which was XXXX XXXX, XXXX. I was told the loan was still pending until the documents could be review that I needed to bring in. On XXXX XXXX, I went into the branch and presented the documents. I was told they could not be used. I asked to speak to the Branch Manager, ( XXXX XXXX I was told the POA could not be used by someone who said they were in the Office XXXX. I asked that they read the Virginia State XXXX XXXX XXXX. XXXX understand that I did have a valid POA. 
I asked the person who said she was in the XXXX if she was an attorney? She said no. I asked if she was a paralegal and her answer was still no? I asked how could she interpret the rule of law? By this time I am very up and humiliated. I left the NFC and went home. When I got home I looked up the code and I also found the Virginia 's Version XXXX Act ( the " Act '' ) ( XXXX ) which clearly states that the Act does not affect the validity of any pre-existing POA executed under prior Virginia Law. The Act states that a POA is durable unless it expressly states otherwise. My husband 's POA was a durable POA because of the language of his incapacity which stated it would still be valid. 
Additionally I was told that the POA had to state specifically that I would be allowed to purchase an auto. I stated it general which is broad and that it listed financial instrument. A document ( such as a check, draft, bond, share, bill of exchange, futures or options contract ) that has a monetary value or represents a legally enforceable ( binding ) agreement between XXXX or more parties regarding a right to payment of money is a financial instrument. See also debt instrument, equity instrument, and financing instrument. 
Additionally the Act states a photo copy of the POA is to be treated as the original. The " Act '' states that I had 7 days to present documentation which I did. 
The bigger problem I had was the fact that I was made to feel humiliated because I have and will continue to represent my husband in good faith. But it was as if I was a criminal trying to take advantage of my husband who I have provided the best of care and made sure our finances are well taken care. My husband 's wishes were for me to take care of our family if he could not do so. What gives anyone else the right to do so when he was in sound mind when he made the POA. 
Even more disturbing I learned on the eve of XXXX XXXX, that the request for credit was supposedly turned down for excessive credit obligations. But why request additional documentation? 
I have also learned that a complaint was filed by an employee with the XXXX and XXXX Agencies by a disgruntle employee that was terminated for insubordination and because she gave my husband XXXX when she was not a nurse in my absent. This person is also filing complaints with other agencies. 
But if the loan was denied for other reasons I still have a right to know and not be made to be a criminal because I was protecting my husband from someone who could have killed or injured him because she was not to give my husband XXXX. 
I feel I have been discriminated against and possibly denied due process with this application. It is still showing under review on NFCU website. But I 'm told denied!

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