Consumer complaint received 2024-12-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
Afternoon, On or about XXXX, I applied for a home mortgage loan with Navy Federal . I received a call from my assigned loan XXXX XXXX XXXX on XX/XX/XXXX. I confirmed that NFCU was familiar with dealing with travel nurse roles and payment she confirmed that NFCU was familiar with this type of pay structure. She went on to review the uploaded documents while on the telephone with me and verbally listed additionally required document and stated that she would send me an email to submit the requested documents. I never received the email to send in the requested documents. Furthermore, I was unable to make contact with her to get the status of the submission email that she said she was supposed to send on XX/XX/XXXX. I tried again to reach her because she stated in the initial call that she could not submit my application without all of the required documentation. I finally reached XXXX XX/XX/XXXX and she advised that I had been denied. This was distressing and unbelievable because she never sent the email and subsequently did not have the completed loan application packet. She then states that she would assist me in an appeal. I was so upset that I requested her XXXX ( XXXX XXXX ) we spoke at length and I expressed to him how unprofessional it was for my loan XXXX to submit an incomplete loan package and then offer to help with an appeal. He was apologetic and stated that he would look into my application and submit the email which would allow me to appeal. I provided 2 years of pay stubs proving my annual salary is over XXXX, credit score over XXXX, and excellent payment history with an excellent credit mix. He advised that I should have an answer to my appeal within XXXX days when I checked the website for the appeal status. It showed that my case had been closed and no appeal had ever been started. After, I spoke with XXXX again she advised that her supervisor was the one that instructed her to file an incomplete package. I am very disappointed in this credit union and their discriminatory processes.

A. I paid for a credit check after which reduced my credit score by XXXX points. Alternately, NFCU reported inaccurate credit information to me within their denial packet to me. 

B. They did not understand my pay structure and did not provide any customer service to me as their customer to ensure my packet was solid before submission. I am a NFCU account holder and don't think that they did their best for me. Because they didn't really understand my pay structure they submitted an incomplete packet seemingly they were unconcerned with my receiving a denial. 

XXXX Both the loan XXXX XXXX XXXX and the supervisor XXXX XXXX were untruthful and did not follow through in a competent manner. I am financially stable, and a great credit risk, dealing with NFCU was a fiasco.

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