Consumer complaint received 2022-03-31
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Continued noncompliance and suspicious activity from Navy Federal Credit Union Mortgage Department. Please reference CFPB complaints XXXX and XXXX. 

After receiving the continuous emails from NFCU concerning a revised disclosure after my last complaint, I noticed a change in the loan officer assigned to my account. Not understanding, I reached out, and ask this person who they were and why are they now on my account. The response I received was that she was here to help with the complaints. 

That did not occur and its not occurring at all. Although she is very nice, her goal of trying to get me to use Navy Federal as my lender, in my belief to put suspicion on these complaints ( e.g. if I use them as a lender then how could they have done the things that Im accusing them of doing ), had nothing to do with resolving the complaints themselves. In fact, I was provided new and INCORRECT documentation in the form of loan estimates where a rate lock was applied because she had mentioned that it was something she could take care of. New documents were sent and they attempted to charge me for a lock but neglected to mark the correct boxes stating so. Also points were applied but no discount or viable explanation was given as to why I would be paying a higher rate, for a lock, that is not indicated on the loan estimate sheet. When I brought this to her attention, she eventually provided a loan estimate sheet that appears to be filled out properly, however it continues to support my belief of nefarious practices within NFCU. IF these are your best people and these are the people you have assigned to try to rectify any of the issues we have, then why are you still trying to price gouge me by applying a rate much higher than what I was quoted before, stating that because I did not lock at the time that any interest rate that increased is my responsibility to pay but neglect to note the reasons why such as your inability to explain what these rates are in a level where I can understand, and the bigger issue of your discriminatory practices! Then NFCU still presents their negligence and unwillingness to properly resolve any issues in the form of sending improperly filled out paperwork. NFCU should be required to explain why they are STILL sending improperly filled out documentation where for obvious reasons they are attempting to charge me for points and rate locks that they cant seem to figure out on their own in-house sheets. We can pretend, and keep calling these mistakes, but at what point are we going to call it what it is? Especially when Im being told these are your people to help resolve the issue so I must assume that they are the best people you can find to contact me. In their thinly veiled attempt to silence my complaints, Navy Federal is STILL trying to charge extra money one way or the other. Their actions continue to support my original complaint that there is something nefarious going on within their mortgage department and they have no desire or possibly ability to correct.

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