Consumer complaint received 2025-10-22 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I have discovered multiple unauthorized loan applications recorded under our identities in your system, applications we unequivocally did not initiate or authorize. This situation represents a critical security breach and a profound compromise of our personal financial integrity, demanding immediate and comprehensive intervention. 

We initially brought this another matter to the attention of the Consumer Financial Protection XXXX ( CFPB ) on XX/XX/XXXX, XXXXregarfing denial of loan under reference number XXXX. 
Now, we believe we have been targeted by noticing suspicious activity and fraudulent transactions under our Navy XXXX XXXX loan platform. 
Concurrently, we engaged with Navy Federal 's resolution XXXX, XXXX XXXX XXXX ( XXXX ), both via email and telephone, anticipating a substantive resolution by XX/XX/year>. Our last communication with XXXX XXXX was on XX/XX/year>, during which we clarified discrepancies in an application she believed was ours and received assurances that the fraudulent and suspicious activity on our online profile would be addressed. Despite these promises, and the passage of considerable time, we have received absolutely no further communication or resolution from XXXX XXXX or any other Navy Federal representative. This prolonged silence in response to such a severe allegation is unacceptable and extremely concerning. For your review, we have attached the last email exchange. 

Further exacerbating our concerns, we received a highly suspicious notice from Navy Federal Credit Union dated XX/XX/year>, signed by XXXX XXXX. This document was not only addressed to an unknown third party but also misspelled our name, adding another layer of confusion and potential data mismanagement. ( Please see attached for this correspondence ). 

Upon closer examination of XXXX particularly egregious unauthorized application, dated XX/XX/year>, we have identified a multitude of severe and deliberate misrepresentations that stand in stark contrast to our legitimate loan application submitted on XX/XX/year>, at your XXXX branch with XXXX. These are not clerical errors but fundamental falsifications that suggest a malicious intent and a significant breakdown in your internal security protocols : * * * Fabricated Financial Terms : * * The XX/XX/XXXX application includes details for a subordinate lien of {$1400.00} with an associated interest rate. This directly contradicts our explicit decision and discussions to * not * pursue an adjustable-rate mortgage or any such subordinate lien, indicating a clear fabrication of loan terms. 
* * * Unauthorized Contact Information : * * The email address, XXXX, listed on this fraudulent application was never provided by us during any interaction with Navy Federal. This points to the use of unauthorized or external contact details. 
* * * Gross Income Misrepresentation : * * XXXX XXXX monthly income is falsely stated as {$0.00}. This is a severe misrepresentation, given that my verbally confirmed and fully documented income of {$7000.00} was provided during our in-person application interview. Such an inaccuracy would render any legitimate application invalid and strongly suggests fraudulent intent. 
* * * Systematic Omission of Assets : * * The application conspicuously omits significant personal assets, including our stock portfolios, other verifiable income sources, automobile allowances, XXXX IRA, retirement accounts, and various trust accounts. This deliberate exclusion paints a drastically inaccurate and disadvantaged financial picture, which is highly detrimental. 
* * * Ignored Debt Payoff Strategy : * * Our clearly articulated intention to fully pay off all outstanding credit card debt, the Navy Home Improvement loan, and the XXXX XXXX mortgage at closing is entirely disregarded in this unauthorized application. 
* * * Inconsistent XXXX Mortgage XXXX : * * The details concerning the XXXX XXXX within the application itself are inconsistent, displaying conflicting amounts ( {$1400.00} on page XXXX versus {$820.00} on page XXXX ), further indicating a lack of factual basis. 
* * * False Section XXXX Enrollment : * * The application incorrectly indicates our participation in Section XXXX on application an option we explicitly did not elect or discuss. 
* * * Falsified Interview Record : * * Perhaps most critically, the application falsely records a face-to-face interview with a XXXX XXXX XXXX on XX/XX/year>. This interaction never occurred, unequivocally proving that this application was completed without our authorization or presence, and with fraudulent input regarding our personal data. 

These profound and numerous discrepancies, clearly completed by XXXX XXXX on XX/XX/year>, without our knowledge or consent, definitively point to a serious case of identity theft and a critical failure within Navy Federals application processing and security protocols. 

We demand an immediate, thorough, and transparent investigation into these unauthorized applications. We require their prompt and permanent removal from our records and a comprehensive inquiry into how these fraudulent submissions occurred within a supposedly secure financial institution. To aid in this investigation and to maintain full transparency, we additionally request a certified copy of our original, legitimate loan application submitted on XX/XX/year>, completed with XXXX at the XXXX XXXX office. 

We expect a prompt and detailed response outlining the specific, actionable steps Navy Federal intends to take to : XXXX. Rectify these grave errors on our records. 
XXXX. Mitigate any potential damage resulting from this identity theft and fraudulent activity. 
XXXX. Implement measures to prevent any future occurrences of such a severe security breach. 

We are available and insist upon being contacted directly to discuss this critical matter further and to receive a clear, actionable plan for resolution.

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