Consumer complaint received 2021-05-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
On or about : XXXX XX/XX/XXXX I contacted NFCU mortgage and explained that my husband was staying in XXXX due to his job, and because of the recent fiascos with the XXXX XXXX XXXX XXXX XXXX program, he was in default of his student loans after paying the required 10 years, under the Trump Administration and therefore I would be applying for the loan under my name only. 

I further explained because we have separate jobs in separate locations, we are still married and will continue to be married and XXXX would be occupying the XXXX XXXX XXXX house, while I occupy the XXXX XXXX property. 

Your loan agents said it would not be a problem. 

On XX/XX/XXXX I was approved for the loan at 2.5 % with 0 points/fees and it went to underwriting, where it sat and was ignored for months. 

I contacted the assigned representative, XXXX XXXX, no less than three ( 3 ) times inquiring about status, none of my emails or calls were returned. 

XXXX XX/XX/XXXX XXXX XXXX calls me to say that the previous loan processor, XXXX XXXX, forgot about the loan and was terminated and she would be taking over the loan processing -- 6 months past the time the loan was supposed to be approved. 

XXXX XXXX then requests previously load documents, and states, that she sees they were loaded but can not find them. I reloaded all of the documents, the trust, etc to the file in less than 24 hours. 


During this time XXXX has had a remote assignment given to him, so we rented the XXXX house out for 30-days and provided all the documentation to demonstrate that he would be returning to the house as an owner-occupied property, including the fact his job is located within 15 miles of the XXXX house at California XXXX in XXXX, CA. 

Still, the loan was rejected stating owner occupancy. I had explained the situation in detail when I first applied for the loan and it was deemed acceptable and now that rates have risen and 2.5 % is a great deal NFCU is using this occupancy as an excuse for their negligence. 

NFCU RE resolution representative got involved and made statements such as : " Unfortunately, the information provided to us again yesterday was that the current tenants are not vacating the property any time soon and we have no documentation reflecting the contrary. We also do not have any verifiable documentation that illustrates your husband currently resides at the property or will in the near future '' When in fact she could not have know this since my Property Manager for the address was never contacted. 

Then the NFCU representative ( XXXX ) replied with : " Thank you for allowing me to review your application further, so that I my provide you with information regarding your loan decision. Occupancy status requirements are based on a borrower 's intended use for the property. Unfortunately, your husband 's occupancy. now or in the future. would not be taken into consideration as he is not a named borrower on the loan application. You have provided information that the XXXX XXXX XXXX property is your primary residence, therefore we can not refinance XXXX XXXX XXXX as another primary residence. '' To which I replied with : XXXX, You seem to be changing the target again which indicates that NFCU is fully negligent with this loan and therefore I will be seeking damages, I fully disclosed the facts during the intake with NFCU, I repeated these facts with XXXX XXXX and yet NFCU took my loan with full disclosure that XXXX had this the main residence, and our married taxes are filed from that house it undermines your arguments. 

Therefore I would like to request ALL the voice recordings as a pre-discovery.

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