Consumer complaint received 2019-03-26
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX navy Federal was taking money out of my account to pay my primary mortgage they did this many times which left me with no money to pay my others property. I went to loss mitigation for help I filled all paperwork and had to Leave town my father hat stage XXXX XXXX I checked to see if they had everything before I left and was told they did. My renters told me the got foreclosure paperwork Im like what Im in loss mitigation i get back home calling no one will talk to me waiting for a supervisor to never called. I was told they stopped because paperwork was missing I say I was told you had everything but the didnt have my health insurance proff of payment. Well they had one year bank statements from all my accounts so they did have it and the paperwork said I had 60 days to get all info in so a rep brought this to there attention and I had to resend everything and I did now they are telling no because the property was empty well the had my lease on file cause I had to send it in as part of my paperwork. Now in XX/XX/XXXX and then Im told they dont need insurance paperwork and dont know why I was asked to send it in and XXXX told me she was the one handling this and she called the bank and they called me to ask if someone live there and I said no. This never happened why would I say no when you have my lease and she read it to me. XXXX XXXX the supervisor told me they dont call about the property they have a team thats goes out to the property. I told her since yo record all calls tell me who called and when. Still waiting to hear. Been calling since XX/XX/XXXX and get nothing but answer machines all ways in meetings when I call left many messages with the loan department to nothing. I had to file for bankruptcy to save my property it was going good until navy fed did not send my {$1700.00} cashiers check that I order so my Bankruptcy was dismisse in XX/XX/XXXX I ordered it XX/XX/XXXX. Now the had not got a payment for XX/XX/XXXXand XX/XX/XXXX I refile loss mitigation in XX/XX/XXXX Had to give the app again in XX/XX/XXXX and then again in XX/XX/XXXX XX/XX/XXXX I got a letter stating they could not help me because my hardship letter did not meet the criteria Don Know why I said i was recently divorced and had no job. Then i was told my {$1000.00} and I had {$180.00}. Retirement Was not enough but I also had {$5000.00} between my account which I guess was not taken into consideration I called and asked why on the app they asked how much money on had and in the bank and was told to be taken into consideration however it wasnt Then they said the property was empty I told they over the phone and in writing that I was living there because my house was destroyed by XXXX. My house went into foreclosure in XX/XX/XXXXwhy was i not told in XX/XX/XXXX when I started the loss mitigation I couldve paid the two months back rent and been fine I did not find out until XX/XX/XXXX I spoke the there attorney And was told all info went to the property because by law thats the way they do it i was sent something in XX/XX/XXXX but didnt get I got what they sent in XX/XX/XXXX. I got a letter dated XX/XX/XXXX on XX/XX/XXXX telling all the reasons I was decline And I could stop the foreclosure if I pay back payments by XX/XX/XXXX well my property was sold at XXXX XX/XX/XXXX how could I have paid by XX/XX/XXXX if I got the letter on XX/XX/XXXX. The the letter said I had until XX/XX/XXXX to  appeal and I did to this day no one has responded and when I called i was told what are you appealing you property was sold on XX/XX/XXXX. Well I know that but they told me I could appeal so I did. I believe they wanted to sell my property since XX/XX/XXXX and my Bank Repsie stop them and not sending my check to the trustee put a stop to that so now they can try again and denying all my good paperwork telling me it did not meet standards and it taking 9 days for me to get the letter stopped any changes of me getting my property. 
Now with my primary park with the same games remember I said i was told if the payment was not made they would take it out of the account well my x stopped making payments and I did not know no one told me but I had the money in the bank my father died and his Insurace money was in the back about 15,000 But they never took anything nor did they make me aware he was not making payments I found out when I got a letter in XX/XX/XXXX telling me how far we were behind. I called asking why no one told me and I was told they did not have my info. Im like what do you mean you did not have my info you mailed this to me. They have in my file that they did not contact me. Now they want to foreclose. This is another game navy fed is playing by law they are to tell me everything that is going on with the mortgage both are names are on it and if you dont have my info thats there fault but they did they sent that letter. I spoke to them lawyer about the rental property and was told the could have changed or pulled the sell date since I was in lost mitigation and still done foreclosure and she was writing them about the timing of the letter again they were going to sell my property thats why things were done the way they were. I spoke to many attorneys And was told this is a common practice. Well im not going to let them get away with it my lawyer now says they will do what they can do and what they cant do they will find someone that can They went against their own rules to sell my property tell me I need health insurance information which I did not telling the property was empty twice and they had Proof both times in writing that it was not saying not enough money when its there bank they can see how much money is in my accounts and my bank statements we faxed to them.

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