Consumer complaint received 2022-03-18
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is to the attention of Consumer Financial Protection Bureau, Navy Federal Credit Union and XXXX : On XX/XX/XXXX, I started the process to purchase an investment property through a lending company outside of my current mortgage company in whom is Navy Federal Credit Union. I felt really good about being approved considering my credit score was in good shape and I had cash reserves to cover a substantial down payment. 
After inquiring about the status of my loan on this same day, the loan officer of the new lending company reached out to me stating that based off of my credit report, I was still actively in deferred status and that they couldnt approve me for a loan while payments on my mortgage were deferred. I was totally shocked and confused as to why I was still in deferred status with Navy Federal Credit Union. 
I called my bank inquiring why my mortgage payments were currently in the deferred status Side note : up until XXXX of XXXX, I was under the XXXX Mortgage forbearance program for a maximum of 18 months. 
Right before or in the midsts of the XXXX month ( XX/XX/XXXX ), I called a representative to see if I could have an extension on having my deferred payments extended. 
The representative stated that I was reaching the end of the maximum timeframe allowed to have payments extended and that I would receive a call back discussing the decision on if I was denied or not. 
All within that same month, I was apparently denied the extension to have payments deferred. 
From my understanding with the initial phone call on the beginning of XXXX, the representative did not properly communicate to me how to proceed after being denied and if I would remain in deferment after denial. I was told I would get a call back to discuss my denial and how to move forward. 
I received no call back, no email on the denial decision and no instructions at all on how to make a payment moving forward, if my payments would go towards my balance or deferred balance, my payment options, or if I was still in the deferred payments status. 
I literally found out XX/XX/XXXX that I was still currently in the deferment status and now can not purchase a property due to this situation. 
Since XXXX of XXXX, Ive made on-time payments while being under the impression that I was back to making normal payments to Navy Federal Credit Union- just to find out that my payments were being applied to the amount ( XXXX ) that were deferred. 
I still have yet to be provided any documentation in reference to my denial letter, no reminders or any communication about the status XXXX in in regards to making payments to Navy Federal Credit Union and are now very confused on what Navy Federals intentions are with me. 
The representatives and supervisors that Ive spoken with this week at NFCU has yet to take any accountability for their lack of communication, care, and direction for me as the consumer dating back to XX/XX/XXXX. 
Ive gathered from this situation that they were making me feel as though they were trying to get me to look over the possibility of them failing to disclose very important details of my mortgage and wanted me to proceed with moving forward while in the midst of this debacle.

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