Consumer complaint received 2022-07-27
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I started a mortgage application with Navy Federal Credit Union in XX/XX/2022. I stated it was for a new construction home. Within a few weeks, I was assigned a loan employee, XXXX XXXX. At first XXXX XXXX was very kind to me and I realize now was performing grooming behavior. She asked and offered too personal of questions and information, such as each other 's free time activities, home decoration topics, shopping and other non-mortgage related chit chat. This appeared to be for building a relationship and seeking very personal information. In late XXXX and XXXX XXXX XXXX 's demeanor changed, she became abrupt, rude, contradictory and gaslit me that what I applied for in a mortgage loan was no longer an option. She changed the mortgage loan terms I applied at, from approximately 3.125 % XXXX points, XXXX fee, XXXX ARM loan to 3.875 % 15 year with fees, claiming that I didn't chose an option or lock a rate and a myriad of other accusatory statements. In XXXX 2022 I informed XXXX XXXX that her company 's loan programs were not competitive with the rates and fees of other mortgage programs offered. She stated that she can submit any competitor Loan Estimate for an updated Navy Fed offer that will beat any competitor. When I submitted the offer I found, she claimed that she can rate match the program, and beat the amount of fees charged. However, she returned documents that significantly increased again the fees and rate. This was totally contradictory to her statement of improving upon the competitor 's loan offer. Navy Federal increased the rate, and added mortgage points and origination fees. Additionally, she threatened me with time demands, that if I didn't sign paperwork within that business day that my mortgage loan application would be cancelled. I stated that her company 's offer did not beat the competitor, that it was higher in all three - rate, origination and point fees and that that was unacceptable. Because this was unacceptable, I refused to accept the Navy Fed offer and did not sign with her company XXXX XXXX XXXX. Nevertheless, XXXX XXXX has continued to act like she is my lender to my home buying professionals, including real estate agents, new home construction builders, credit agencies and other individuals. This has been going on for over 2 months. She has emailed without even copying me on messages to my real estate agent, home builder, and other people and agencies. Today she emailed that she is pulling my credit report and ordering my title- both without my permission and against my will. This is totally illegal, unprofessional and uncalled for. I have experienced Identity Theft in the past few months and XXXX XXXX is not being mindful nor respectful of my personal information. She may be to blame for my Identity Theft. She has access to all of my financial, social security and other information and is using it as she wishes without my permission. Her actions are outrageous and unacceptable. She is bullying and harassing me with numerous unwanted, unsolicited calls and emails to myself and the other named home real estate contacts. I am a single woman and she is taking advantage of me. I am filing this complaint with the Consumer Financial Protection Bureau to notify them of this outrageous, unprofessional, harassing, fraudulent behavior. I wish to have XXXX XXXX removed from her position and access to my information and files immediately.

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