Consumer complaint received 2020-04-04 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I recently opened a Complaint with CFPB regarding the Navy Federal Credit Union which discriminates against XXXX XXXX-XXXX  and XXXX U.S. Veterans. The CFPB Complaint # is XXXX dated XX/XX/2020 which is still due back for an Answer, however, I recently received a very ironic, demeaning and undermining email from one of the very representatives I was complaining about which I will be attaching to this new CFPB Complaint as well. You have the audacity to send me an email as if you attempted to help by still stating you based the decision for a NFCU Equity Credit Line on my Credit Score! Not only is this a lie, but your organization utilizes your own internal Biased Credit Score Ratings which also denies and intentionally blocks XXXX XXXX Homeowners from receiving Equity Home Line Credits on their home and blocks us from Economic Financial Resources which also another form of Racial Discrimination against XXXX XXXX 

Again, when I applied for the Equity Line of Credit in XX/XX/2020 which is referenced in CFPB Complaint # XXXX dated XX/XX/2020, I was informed by a Mortgage Loan Manager that my XXXX  Score needed to be at least a 600 to qualify for the Equity Home Line of Credit. My Credit Score with XXXX  was and still is within this scoring parameter which was discussed with me on around XX/XX/2020. However, when I received a letter from the NFCU, they denied me regarding their own internal and discriminatory scoring system which also identifies what XXXX  the applicant is as well. 

Also, I was informed that I could escalate and send a letter relating to any extenuating circumstances to request a Credit Exception which I completed and sent in on XX/XX/XXXX referenced and attached in CFPB Complaint # XXXX dated XX/XX/2020 and they ignored my request because surely the content within this letter should have been taken into consideration regarding our daughter who was extremely ill and hospitalized for over 34 Days including XXXX  for a major life-threatening medical condition and XXXX which affected our credit score even and financial circumstances. As a result that is what you see being reflected in our scores and content within, although we met the initial XXXX  Score requirements of at least 600 to submit for an Homeowners Equity Line of Credit, otherwise, I would not have submitted the application. Also, since we were just beginning to trend froward prior to the COVID-19 Catastrophic Epidemic currently taking place all over the World, they are now utilizing this event to also discriminate against XXXX XXXX who need access to Financial Resources, although they do and/can technically qualify for the financial resources, but instead due to financial greed and Racial Discrimination the Navy Federal Credit Union has denied us access from receiving an Home Equity Line of Credit and should be investigated by SEC for their illegal, discriminatory and retaliatory practices exhibited toward XXXX XXXX XXXX  Minorities. 

Also, no one at NFCU reached out to discuss our letter explaining our extenuating circumstances which affected our Credit Scores, although they have been skewed by their own internal credit scoring system which creates another layer of discrimination as well which is extremely unacceptable because they do not utilize these tactics with other Majority ethnicities. Also, the income to debt ratio can not be falsely thrown in here as well because we submitted the Tax Return request form during the Application process which would have reflected more than enough to be under the DTIR threshold and you also lied that our Application was in Underwriting on a number of occasions and then at the last minute informed me that the Credit Committee decided that we did not meet the Criteria which means our Application never proceeded to the Underwriting department as was stated numerous times starting with my call-in and follow-up on XX/XX/2020. 

Also, the email attached in this Complaint which sent by the representative was another demeaning, sarcastic way of responding prior to sending a CFPB response back relating to : CFPB Complaint # XXXX dated XX/XX/2020 which they still have to respond to. You would have the same representative who was avoiding me from the beginning of this application process send a deriding response to me which still does not resolve the Discriminatory behavior you exuded towards me and my husband as XXXX XXXX XXXX  and U.S. Military  Veterans. Unacceptable and Shame on You NFCU!

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