Consumer complaint received 2024-04-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Credit denial
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
On XX/XX/2024, I was cutoff and struck by an uninsured driver, due to no fault of mine, flipping my XXXX  XXXX XXXX several times and totaling it. Five  months prior, an underinsured driver caused an accident totaling my XXXX  XXXX XXXX, which I was not at fault for. However, I have been penalized by the insurance market and now my financial institution. On XX/XX/2024, I went to the XXXX XXXX location and applied for a vehicle loan. Due to the traumatic accidents, I desired a large SUV, however I understand my income did not qualify. Therefore, I repeatedly asked how much did I qualify for with Navy Federal Credit Union ( NFCU ), so I could look for a vehicle within that price range and not repeatedly get denied and have my credit report pulled. 
The representative on XX/XX/2024, at the XXXX XXXX location could only tell me my interest rate would start at 11 %, but not the amount I would be approved for, and I did not understand why. On XX/XX/2024, I called and spoke with XXXX XXXX, a manager in the loan dept., to get guidance on how to move forward with my vehicle loan. He could not provide me an amount either, however he explained a contributing factor to my second car loan interest rate increasing from 6 % to 10 % was due to me applying for the second auto loan prior to the first auto loan balance being XXXX out, even though the insurance had totaled the vehicle the check had not been received. Therefore, he suggested I wait until the check for my XXXX  XXXX auto loan had been received, then apply for the new auto loan with NFCU, because it could take 3-4 weeks before another lender could see the updated balance on my credit report. On XX/XX/2024, I located a vehicle I wanted to purchase and was provided with a purchase agreement, I went to the nearest NFCU, which was the XXXX XXXX location at approximately XXXX, XXXX XXXX assisted me. Her behavior towards me was so unpleasant I felt as if my account had been flagged or something. She went as far as to say I had a XXXX  XXXX loan, then a XXXX  XXXX loan, both paid off due to accidents. Her exact words were, You are not paying off these loans, you are just applying for loans. I responded ; I was not at fault for the accidents. Then she stated, I can take the application, however they can not guarantee your approval. I felt humiliated and judged when I had done nothing wrong, other than working hard as a XXXX  XXXX  employee. Therefore, I went home and applied online, my application stated under review, then on XX/XX/2024, my application had been removed from the system, I called and spoke with XXXX XXXX and was told it had been denied due to insufficient income. I called back and requested to speak with a supervisor, in an effort to once again determine how much NFCU would loan me. I spoke with XXXX XXXX, she stated she could not tell me, it needed to be under $ XXXX. Therefore, I searched for a car instead of an SUV, then I applied for $ XXXX auto loan, it stated under review. On XX/XX/2024, once again my application had been removed from the system, I did not bother to call NFCU again, because I realized, apparently a dollar amount was set, however they refuse to tell me, forcing me to keep guessing and getting denied, which may be affecting my credit report. I would like to request the cameras of each of my in-branch visits be reviewed and each representative telephone call I made be listened to, since they are recorded. It seems as if the representatives are stereotyping me due to my age of XXXX XXXX XXXX, which is unfair. The insurance company stopped paying for my rental 5 days after deeming my vehicle totaled, therefore I am being forced to pay rental fees until I can get another auto loan. I have never been late with a payment, and I do not understand why I am being penalized for no fault accidents, when I have never sued or requested any type of settlement from anyone. I would like to request other NFCU auto loan applicants with income, credit scores and payment history like mine be compared to determine if I was singled out for some reason. Why not simply give me a preapproval amount, rather than have me keep submitting loan applications? I understand NFCU has policies they are required to follow ; however time is money and no one wants to have their time wasted or be inconvenienced in the manner I was. Which is why I believe Section 5531 Unfair; deceptive and abuse Acts or practices applies to my situation. It is not my intention to harm others NFCU assist, however if I was mistreated for some unfair reason those accountable should be informed preventing it from happening to others.

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