Consumer complaint received 2025-05-09 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: NAVY FEDERAL CREDIT UNION
State: WA

Complaint narrative:
My husband and I were attempting to get a home equity loan for the amount of {$72000.00} from Navy Federal Credit Union for consolidation of debt. We started the process on XX/XX/XXXX. 
Following is the timeline of events : XX/XX/XXXX - Submitted on-line application with Navy Federal XXXX 
XX/XX/XXXX - XXXX XXXX XXXX was available for review and signature. We complied within 24 hours. 
XX/XX/XXXX - Navy Federal requested paycheck stubs and mortgage statement. We were gathering the information. 
XX/XX/XXXX - Second request for documents above. We complied within 24 hours. 
XX/XX/XXXX - We had the official phone conversation with the mortgage equity processor to begin the loan process. 
XX/XX/XXXX - Navy Federal requested an updated version of my husband 's VA Benefits letter. We complied within 24 hours XX/XX/XXXX - Approval package was available for review and signature. We complied within 24 hours. 
XX/XX/XXXX - Disclosures were available for review. We complied within 24 hours. 
XX/XX/XXXX - No communication from Navy Federal so we sent an e-mail requesting progress status. Mortgage equity processor responded that Navy Federal was still waiting on the title. I believe it was the same day that the photographer came out in the afternoon to survey the property. 
XX/XX/XXXX - The title was received by Navy Federal, and the mortgage equity processor contacted me by phone to inquire about the third person on the title. My mother-in-law purchased the property with us XXXX years ago and passed away a little over a year ago. He then requested the death certificate to be uploaded. I also explained to the processor that she had signed a Quit Claim Deed prior to her death. I was told that was not needed, just the death certificate. We complied within 24 hours. 
XX/XX/XXXX - Mortgage equity processor called me and stated that our loan was denied due to my mother-in-law still being on the title. Therefore, we would have to start the entire process over again once a lawyer is contacted and the title corrected to remove her name. We were given absolutely no time to resolve the issue. I sent an e-mail instantly after the conversation asking to get what was discussed in writing. This is what was sent back : * * TITLE DENIED AS LOAN IS CURRENTLY STRUCTURED. TITLED OWNER ( * * * ) IS DECEASED PER MEMBER. MEMBER IS ADVISED TO CONSULT AN ATTORNEY THAT CAN PROPERLY EXECUTE AND RECORD DOCUMENT ( XXXX ) TO HAVE DECEDENTS INTEREST IN THE PROPERTY CONVEYED TO MEMBER XX/XX/XXXX - My husband called the processor and tried to ask if we could only have XXXX week to rectify the problem. The processor was extremely rude to him and continually interrupted him. My husband felt as though he was being talked to as a child. When the processor called him by the wrong name, my husband ended the phone conversation. 
XX/XX/XXXX - XXXX - We are going to the county to correct the title and would have been able to provide the information to Navy Federal within one week of the denial notification. To reapply at this point the interest rate has increased at least 2 %. We feel this is a case of Predatory Lending.

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