Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
Description of Errors : 1. Despite providing proof of insurance coverage from XX/XX/XXXX to XX/XX/XXXX being provided to Navy Federal on XX/XX/XXXX and XX/XX/XXXX ( documents uploaded through XXXX ), an Escrow was opened by Navy Federal Credit Union to collect payment toward a lapse of coverage that never occurred. 2. A call was made on XX/XX/XXXX and despite confirmation that documents demonstrating no lapse in coverage had occurred, the requested review was closed the following day stating no coverage. 3. A call was made on XX/XX/XXXX and additional proof of NO LAPSE OF COVERAGE was uploaded once again to mycoverageinfo.com. 4. An amount of {$100.00} that should have gone toward our principal payment on XX/XX/XXXX, was instead applied to the Escrow ( opened by error ) without our permission. 5. An amount of {$170.00} ( {$100.00} of this should have gone toward our principal on XX/XX/XXXX ) was instead applied to the Escrow ( opened by error ) without our permission. 6. An amount of {$490.00} was withdrawn from our XXXX checking account via NFCU auto payment on XX/XX/XXXX. However, this amount was dated as being paid on XX/XX/XXXX on our mortgage statement. 7. Our autopayment of {$440.00} for XX/XX/XXXX was NOT withdrawn from our account via auto pay. We paid this separately because we did not want to risk giving Navy Federal any reason to put us into foreclosure. * A request for an internal investigation was made on XX/XX/XXXX during an in person visit to Navy Federal ( branch in XXXX ). No confirmation was provided. * A call to the mortgage department was made on XX/XX/XXXX to request reference number for the investigation. The reference number # XXXX was provided, but was later found to be a simple e-message reference number. * On XX/XX/XXXX an in person visit to Navy Federal ( branch in XXXX ) was made to provide a Mortgage Notice of Error with many pages of supporting documentation. This was faxed, but no documentation regarding fax destination or confirmation of fax was provided. The representative stated that it would be resolved in 2 days. It was not. * Despite many requests for phone contact with someone familiar with the case, and assurances that we would be called by supervisors or someone, no one called. * On XX/XX/XXXX, received an eMessage from Navy Federal stated that the XXXX XXXX charge was being cancelled and that there was no lapse in coverage. They stated that {$890.00} was credited back to the escrow account on XX/XX/XXXX. However, money was taken from our mortgage payments that should have been applied to our Principal and those were not refunded toward the designated date. Also, items # 6 and 7 above were not addressed. Not to mention that no information regarding the investigation was provided. * On XX/XX/XXXX an in person visit to Navy Federal ( XXXX location ) was made to request confirmation regarding where the Mortgage Notice of Error was sent and a contact for who was responding. They were unable to provide any of this and said to simply call the mortgage department. * No individual has acknowledged any form of error on the part of Navy Federal. They have not demonstrated any initiative to investigate the errors that led to this point or to fully rectify them.

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