Consumer complaint received 2022-02-04
Company: STATE EMPLOYEES CREDIT UNION
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hello, I recently submitted an application to State Employees ' Credit Union on XX/XX/2022 for a Residential Mortgage Transaction using my Consumer Credit, as defined in 12 CFR 226.2 - Definitions and rules of construction. I received an email the following day from the Financial Services Officer II stating that she was trying to reach me regarding my request, she did not state that my application was in fact incomplete nor that she needed more information to process my application. On XX/XX/2022, I received an Adverse Action/Denial Invitation. Within the denial was a notice that gave information about the Federal Equal Credit Opportunity Act, the Consumer Credit Protection Act and the Fair Credit Reporting Act. I felt like the decision was indeed unfair. Upon reading some information listed in all Acts, on XX/XX/2022 at XXXX am & XXXX am I called to speak with the Financial Services Officer II that processed the application to get the reason for the denial but was unsuccessful. On the same day I called back at XXXX pm to speak to someone else that could possibly assist with my situation. I got an agent on the line and gave her the nature of my call and she transferred me to who I thought would be a Financial Services Officer but was not. I then had to get transferred again and I gave the nature of my call for the 2nd time, which was very stressful. She was a Senior Vice Financial Services Officer. I told her that I was calling in to see why my application for a Residential Mortgage Transaction using my Consumer Credit got denied. She located my information using my State Employees ' Credit Union member account number, name and address. She looked over my application and stated that my application got denied due to my income. I get XXXX deposits in my account monthly XXXX XXXX XXXX XXXX XXXX XXXX  and I also work a full-time job making {$22.00} an hour at 40+ hours a week, that I in fact put on my application that someone changed to only reflect {$95.00}. I told her that according to the Federal Equal Credit Opportunity Act she was in violation with the Federal law that states " The statute requires financial institutions and other firms engaged in the extension of credit to make credit equally available to all creditworthy customers '' and also " the statute makes it unlawful for any creditor to is discriminate against any applicant with respect to any aspect of a credit transaction ( 2 ) because all or part of the applicants income derives from any public assistance program ; or ( 3 ) because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. I expressed to her that she was violating my rights as a Consumer and that I was extending my credit to the bank. She proceeded to tell me that she was not in violation of anything and that my argument was not with her. After an hour of getting nowhere, I kindly asked her how I can appeal the unfair and unlawful decision that was made. She advised me to call the XXXX, NC branch and speak to someone there and they would let me come in to appeal my case. So now at this point I am feeling discouraged and unequal. I called the XXXX XXXX at XXXX pm the same day following the previous phone call. I spoke with a Financial Services Officer there and told him that I was denied for a Residential Mortgage Transaction using my Consumer Credit and that I should have never been denied and that my application was in fact discriminated against for my income coming from public assistance and being told that it was not enough to obtain credit that I am extending to the bank. He stated that my income from my employer was only {$95.00} and I told him that is not what I put on my application. He updated my income and told me that he was going to get a decision and would be back. When he got back on the phone he told me that it was not my income it was my credit, I told him that I have open ended credit according to 15 U.S. Code 1602 ( g ) ( i ) ( j ) ( l ) ( n ) ( o ) ( p ) and many others. He asked me about 2 accounts on my consumer report that I know nothing about and I advised him that, it was in fact incorrect and inaccurate information. When he got back on the phone he stated that the denial was upheld. Again I felt so discouraged, I asked him who made the decision and he said him! I said but you just stated that you were going to get a decision not make it. That is false and misleading information, so I proceeded to to question him about the decision and he stated that he and his manager looked over it together. I asked to speak with him also. His manager got on the phone and I advised him that I want to perform a Residential Mortgage Transaction using my Consumer Credit, and he told me he could not do anything. I told him he was violating my rights as a Consumer and that I was going to contact the proper authorities to make a complaint against their unfair practices. He told me to do what I need to do. I could not believe the treatment and embarrassment that I had received from my member bank whom my family and I have been baking with for years. Thank you for your time in this matter.

Company response to consumer: Closed with explanation