Consumer complaint received 2022-05-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: PA

Complaint narrative:
I FIRST APPLIED FOR A MORTGAGE WITH NAVY FEDERAL CREDIT UNION ON LINE IN XXXX OF XXXX.I COMPLETED ALL THE ON LINE PAPERWORK AND WAS GIVEN A PRE APPROVAL LETTER AND WAS ASSIGNED A REAL ESTATE AGENT BY NF. 
UNFORTUNATELY I LOOKED FOR THE PERFECT HOME FOR MONTHS. SINCE IT WAS DURING THE PANDEMIC IT WAS HARD. I KEPT GETTING OUT BIDDED OUT PRICED AND ONE DAY THE HOUSE WAS THERE THE NEXT IT WAS GONE ... LOOKD HOPELESS I FINALLY FOUND A HOME IN THE EARLY PART OF XXXX BUT TO MY SURPRISE I HAD TO REDO THE LOAN I WAS JUST HAPPY TO SOON BE A HOME OWNER AGAIN SO I DID THE PROCESS BEGAN VERY SMOOTH UNTIL IT APPEARED THAT MY LOAN OFFICER XXXX XXXX APPEARED TO BE UNCOMFORTABLE WITH ME BUYING A {$450000.00} DOLLAR HOUSE. I KNEW THIS BECAUSE SHE REPEATED IT TO ME AS IF I DIDNT KNOW THE ASKING PRICE BUT I IGNORED IT THE NEXT WEIRD THING WAS AFTER GIVING AND SIGNING ALL THE DOCUMENTS SHE ASK FOR SHE THEN BEGAN TO QUOTE HOW MUCH I WOULD PAY IN TAXES FIRST QUOTE WAS XXXX XXXX DAYS LATER IT CHANGED TO XXXX AND AGAIN XXXX I KNEW THAT IT WAS SOMETHING INCORRECT ABOUT THIS BUT SHE WAS THE PROFESSIONAL SHE THEN NEEDED VERF OF INCOME FROM EMPLOYER AFTER SPEAKING TO SOME ONE SHE STATED THAT I DIDN'T WORK THERE XXXX XXXX HAD CALL SOME RANDOM PERSON SHE CLAIMED THAT TOLD HER THAT. 
BUT NEVER CALLED MY DIRECT SUPERVISOR WHO CONTACTED HER STATING THAT THE CALL DIDN'T COME TO HER AND XXXX ( XXXX XXXX XXXX XXXX CAN NOT GIVE OUT ANY INFO ON A STAFF WITHOUT CONSENT MY RECRUITER STATED THAT NO ONE CALLED HER BUT MY BOSS STATED THAT THEY WILL EMAIL HER MY JOB VERF ASAP BUT XXXX XXXX SUBMITTED IT TO UNDERWRITERS ANYWAY. 
NO TO MENTION THE CONSUMER PAYS TO PLACE AND APPLICATION TO DATE I HAVE PAID NF {$100.00} DOLLARS AT 20 FOR 1 PERSON 40 FOR TWO. 
WHICH APPEARED TO BE A SCAM BECAUSE. DURING THE PROCESS ARE NOW COUNSELED IN THE IN 'S AND OUT 'S AND NEVER WALKED ME INTO THE HOME BUYING PR1CESS SHE LATER TOLD ME THAT I HAD TO REAPPLY SHE DIDN'T EVEN HAVE THE APPLICATION A WEEK NOW I HAVE TO PAY AGAIN AND SHE PULLED MY CREDIT AGAIN MY DENIAL LETTER CAME AND I WAS DENIAL FOR THE INCOME VERF AND INCOMPLETE APP BUT HOW IF I FINISHED IT AND THEY CHARGED ME. 
XXXX XXXX HAD STATED THAT ALL I NEEDED WAS MY OFFER LETTER FOR MY NEW JOB. TO WHICH SHE WANTED MY NAME ON IT THE DATE OF HIRE AND THE RATE OF PAY. THE LETTER SHE WAS EMAILED BY MY BOSS WAS A LETTER ADDRESSING ALL BUT BECAUSE I WORK IN TRANSPORTATION THE LETTER ADDRESSED THE CITY SIDE AND SUBURBAN SIDE AND HAD 2 RATES BECAUSE WE HAVE DIFFERENT UNIONS AND PAY RATES AND REFUSED THE LETTER ALSO THE LETTER HAD A CONTINGENCY THAT CLEARLY STATED THAT IF WE DIDN'T TAKE THE XXXX PREP COURSE AND PASS THE XXXX PERMIT WITHIN 3 WEEKS THAT WE COULD BE DROPPED FROM THE PROGRAM THE LETTER WAS DATED XX/XX/XXXX SHE GOT THE LETTER IN LATE XXXX EARLY XXXX SO I SUBMITTED YET ANOTHER APP AGAINST MY BETTER JUDGEMENT BUT THINKING AS SOON AS I GET HER ANOTHER LETTER THE LOAN WILL BE APPROVED BUT NOW XXXX XXXX WAS SAYING IT MONEY WAS OVER ABOUT XXXX AND I NEEDED TO PAY OFF MY CAR AND MY SON 'S CAR AND PUT DOWN XXXX REASON MY CREDIT SCORE WENT DOWN ( BUT IT SEEMED LIKE WHEN YOU SAW WHAT I HAD IN MY ACCOUNT YOU CAME UP WITH THIS AND YES BECAUSE YOUR PULLING HARD INQUIRES. THE IN AND IT SEEMED LIKE SHE WAS DOING IT ON PURPOSE TO MESS UP MY CREDIT. THIS LADY MADE ME SO CONFUSED. I CONTACTED HER BOSS WHO ONLY MOCKED AND YELLED AT ME THE ALSO CONTACTED MY AGENT AND GAVE THEM INFO THAT I REQUEST NOT TO BE SHARED AS SHE CLAIMED SHE HAD TO KEEP CONFIDENTIAL. SHE ONLY SENT IT TO ANOTHER XXXX STAFF MEMBER THAT SEN IT HORRIBLE AND WORST EXPERIENCE IN THE WORLD I WILL NEVER RECOMMEND THEM TO ANYONE NOTE THEY DENIED ME AGAING THIS TIME TOO MY INQUIRES ' MOST IF NOT ALL BELONG TO NF

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