Consumer complaint received 2020-03-24
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I originally called into the Navy Federal Credit Union on Monday XX/XX/10 and inquired about VA IRRL and Home Equity Line credit requirements during a recorded call. 
I was informed that the Home Equity Line requires an XXXX  score of XXXX to be considered for the loan, however they could not discuss credit score requirements for VA IRRL. I, in turn, checked my XXXX  Credit and decided to apply, since I met the standard qualifications per my call with the Mortgage Lending Department Representative the evening of XX/XX/XXXX. However, on XX/XX/XXXX, I received an email from an Equity Processor, XXXX XXXX, stating that my application had been denied due to credit and he claimed to have shared my information with their credit reviewers and claimed my score was below the minimum requirement. I, in turn, immediately reached out via phone to request to speak with XXXX, however, after several attempts and no return calls, I decided to call the main NFCU 800 number to request to speak with a Mortgage Supervisor regarding my concerns on XX/XX/XXXX as well and was informed by the Mortgage Supervisor that he would reach out to XXXX in the Equity Processing department, since he only handled the Loan Application Call Center, however he stated that I should could also request a Credit Exception as well. He placed me on hold and came back to the line to inform me that he had XXXX on the line and transferred me to him. I inquired about my credit denial and did not understand why he could not return my phone call nor did he offer me the details behind the denial. In turn, I stated to him that the Mortgage Supervisor who transferred my call to you mentioned that I could request a Credit Exception request and you would know what needed to be done. I had to pry this information and fax information from XXXX because he did not want to volunteer the information which proves his lack of truly desiring to help a XXXX XXXX American female client of the NFCU. Also, I mentioned that I would fax the Credit Exception letter to his department and emailed a copy as well. Upon my completion, I reached out to XXXX again via phone and email but received no response to confirm receipt of the information nor next steps in the process. Then I reached out to the main NFCU Equity Processing Unit at XXXX to attempt to reach someone regarding confirmation of receipt and next steps to no avail. When I called into the main number on XX/XX/XXXX a Rep named XXXX picked up the call and I requested could she transfer me to XXXX  Supervisor XXXX XXXX and left her a voice mail as well. After a couple days, I reached back out to the Equity Processing Center to see if my Credit Exception document had been forwarded to the Underwriting team and still received no answers. I called back into NFCU again on XX/XX/XXXX after leaving a Voice mail for my assigned Processor XXXX XXXX and he refused to return my call or email. Also, XXXX XXXX did not respond to my calls or emails either since XX/XX/XXXX. I kept receiving the runaround regarding our Home Equity Line of Credit Application which I believe we qualified for but was on purpose denied and discriminated against because we are XXXX XXXX Americans who also served in the U.S. Military and was not given a true opportunity to have our application reviewed by the Underwriting team because the Processors team refused to submit our information as they claimed they would do. I received stall tactics and falsified information on numerous attempts when reaching out the the NFCU Equity Processing Team in XXXX, FL. This is unacceptable and is not a representation of Credit Equity amongst XXXX XXXX-Americans in our community and at a time like this during Coronavirus we are being unduly denied the access to Financial Resources, although we have lucrative equity in our home. NFCU Equity Processing Unit discriminates against XXXX and has biased treatment towards the XXXX XXXX-American Community at large. Also, there have been several unfair and scrupulous business practices conveyed by NFCU during this Application process. 

Also, when I called on XX/XX/XXXX, I was told by the Processing team that our application had been sent over to Underwriting for review and they would be reaching out. Also, I followed up again on XX/XX/XXXX, and was told by a Processing Rep that my loan application was assigned to an Underwriter by the name of XXXX XXXX, however, I again started receiving false information from the Processing Reps which I have outlined in my attached emails. Again, these were intentional stall tactics to ensure that was no intent on allowing my husband and I to be approved for a Home Equity Line of Credit.

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