Consumer complaint received 2022-06-27
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To whom this may concern, My name is ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX XXXX XXXX I'm a Retired Veteran. 
I own a property free and clear. The Market value show the sales at " XXXX XXXX XXXX XXXX C, XXXX, MD XXXX Closed | XX/XX/XXXX Residential +/- {$210000.00} As a member of Navy Federal Credit Union XXXX on XX/XX/XXXX, I applied for an Equity Line of Credit ( HELOC ) in the amount of {>= $1,000,000}, with the intent to posible purchase a house. 
When I started the application via an email sent for NFCU it allowed me to upload my information. They continue sending me 3 emails with attachments to complete the application. 
I contacted them due to verification of income. I asked specifically to tell me which documents are needed to fish the application, their answer was you need to follow the instructions given on the email! Again, I asked specifically to tell me which documents are needed... not a direct answer referring to the email content. 
During that time I was able to see in my account that the loan was in process/transaction Pre Approved. 

However, one day it disappeared off my account without notice. I was not sure why because I didn't receive any warning or notice for termination. 
I called several times and asked to speak with a file manager or a supervisor to get an answer on reasons why the application was terminated without warning notice... They said that an " email was sent : to me on XX/XX/XXXX, giving the reasons why! I request for them to send me the email they said was sent to me. Again, I never received the email. Unfortunately today, I'm still waiting for it, they never sent me anything and didn't get any answers from NFCU. 

On XX/XX/XXXX I send them an email via there communication/account messaging ; Subject : loan Navy Federal Response XX/XX/XXXX : Good afternoon XXXX XXXX, Thank you for your eMessage. We will forward your request for contact to the correct party. 

Thank you Your Message XX/XX/XXXX : I WANT A SUPERVISOR TO CALL ME. I WANT TO FILE A COMPLAINT. IT IS A SHAME THAT YOUR STAFF IS CARELESS. 
They never answer/reply to this email... 

I called again the loan department on XX/XX/XXXX, I spoke with XXXX XXXX XXXX ( mls # XXXX ). Again, I explained to her the problem, she was giving me the same information all of them gave me without giving answers. 
Again, I asked to speak with a supervisor ... Again, none of the supervisors were able to talk with me on the phone! However, XXXX XXXX said, " XXXX XXXX XXXX ( mls # XXXX ) was going to call me and answer all my questions and concerns ''. Never did!!! 

This is not a miscommunication or misunderstanding on my part and I strongly believe that NFCU has been prejudiced and biased with me during the entire application process. They refused to answer my questions/requests and never presented to me with evidence/reasons why they dropped my application without warning notice. All this proces shows poor professionalism, careless, incompetency and product knowledge from NFCU loan employees. 

As I continue looking to purchase, this has prevented/stopped me from further purchasing a new house... 
As always, Unfortunately for me, today is XX/XX/XXXX, and no one from NFCU has contacted me in any way, shape or form.

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