Consumer complaint received 2022-04-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
I have been having all types of problems with Navy Fed for since XXXX. I first stated when my husband at the time stopped paying he mortgage in XX/XX/XXXX and I was not told until XX/XX/XXXX. I asked why did they not tell me he stopped paying and was told they had no information on me to contact me. I said I have another mortgage 3 checking and saving accounts and a credit card what do you mean you have no way to contact me. Then I called and asked could I have a mortgage if you had no way to contact me no personal information and was told no. So how was this mortgage still active if they had no info on me I signed that Mortgage just like my husband an They began taking money from my checking account without telling me and when I asked I was told that is in my mortgage contract that they can take money when it was old. I told them I can't pay for me rental property for you keep taking the money for this property and I was told I would have to figure something out I said like what. They stopped taking the money out of my account so I thought he had started paying but now they want to foreclose on me rental property. Ok now I'm going through lost mitigation. I turn in all the paper work and check to make sure they have everything because my father has XXXX and I had to go to CA. to check on him. I was told everything was good so I left. Now I'm in LA getting letters stating that they closed my case for missing infor. I call and they are miss infor on my health insurance, I go in to the branch and they call, I have 60 days to give all info so why did they close. No were are starting all over. The branch calls again stating we don't need heath insurance and you have 3 years of statements and it is clearly on the statements I can see it. No we go on and they stop again because they say the house is empty. We call again, they have a copy of lease agreement so how are you saying it is empty that is part of the information asked for as part of the application. Now they are saying they called me and I told them that. I said no ever called me and I did not tell anyone that. Tell me who called me and when. To this day no one has ever given me this information. No I file for bankruptcy and it is going good. I call Navy Federal every month to a cashiers check for my so I have proof that I am sending the money. In may I get a letter from the bankruptcy court saying that my case has been demised. I call my lawyer to. find out why and was told call the bank to make sure that they sent the payment. I did and they did not sent the check. I call and asked to send one amount and I changed the amount and was told y couldn't change it they had to make another one so he did. Well he canceled one and never made another so a check never got sent. I told them to call my lawyer and the bankruptcy court, the did but they did not reinstate it. No her we are going through lost mutation again. I put in 3 different applications XXXX, XXXX, XXXX. I kept asking why I'm having to keep putting in applications and was never told. I was told it would not be excepted because the house was empty I said I was staying there because my house was damaged by Florence again no one went out to check because if they did they would have seen. I was told to send a letter and I did. Now they are saying that {$1500.00} a month was not to pay {$400.00} a month rent. At the time I had about {$5000.00} in my checking account and was told that that money would be taken into consideration but is was not. I got a letter dated XX/XX/XXXX on the XXXX of XXXX saying I was not approved because the house was empty and I did not make enough. I took the letter in to Navy Federal and spoke with XXXX and sent sent a copy of the letter and proof that I got the letter on the 12 by the post mark. MY lawyer called me and told me don't worry you have a 10 period to appeal and XXXX told me that to so I did. I give it to XXXX to sent in and she did. well 10 days went by I heard nothing so I called and was told WHAT ARE YOU APPEALING WE SOLD YOUR PROPERTY. In my mind how can you see it before I'm allowed my 10 days to appeal since this is a law. No one has explained that to this day either. I keep bring all this up, the last time XXXX a manage in lost mutation said there were a lot of things going on that are not rules no Navy Fed that should not have happen and she needs to investigate. On person called me and she was the person that stopped it because she had no health insurance and the one that had my lease agreement, she told me it was her case. I call XXXX that she had to get someone else. That's the last thing done and that was 3 years ago. I called XXXX many times she could never take my calls so I started calling her boss and the first time she was on the phone and would call me back and that never happened so I kept calling her and noting. 
Now this the main house I got put on a program in XXXX but because of the pandemic everything got put on hold. XXXX XXXX put out all this new guide lines no foreclose no late payments and so. Navy fed was still sending me letters telling me I was in default so I called and was told they miss be a mistake I'm good. time is going by I'm not hearing anything. now I'm suppose to get a check from my insurance but they are saying I can't have the check because I'm in foreclosure I'm sayin I'm not on on the lost mitigation put me on a program. I Call lost mitigation and was told I'm on the forbearance program and I should be getting letter. I said I have not been getting any letters and she said I'm sorry you are on the pandemic program and everything is good. She call the mortgage department got everything straight and I got my check. That was the last time I heard form any one. No has given me a state date for payment or contacted me telling I'm late nothing. Again the mortgage is sending letters telling me I need to apply for a forbearance program with lost meditation so I sent them a copy of the letter stating on a program and the letters stopped. No there lawyers are sending letters telling prices of forecloses. I just don't know what to do no one is giving me instruction. I called XXXX XXXX and was told that they should be sending information regarding me on the program and they can not take me off without telling me.

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