Consumer complaint received 2024-05-15 00:00:00
Product: Mortgage — VA 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: MO

Complaint narrative:
NFCU LOAN APPLICATION DEBACLE Wed XX/XX/XXXX @ XXXX called NFCU to discuss the possibility of refinancing our mortgage with them ( I went over issues I thought could be a problem ) and also to have my last name updated to XXXX XXXX the lady said shed email me the necessary paperwork listing required documents to change my name XXXX  XX/XX/XXXX XXXX and I visited the XXXX XXXX with paperwork to get my name changed, to provide divorce documents showing my ex-husband was ordered to remove me from the NFCU loan that went into foreclosure in XXXX, and to open an account for my husband since hed need to be a member before he could be on the app to refinance our current mortgage loan. We spoke with a female loan XXXX and I explained about the foreclosure and bankruptcy ( XXXX  attorney told me bankruptcy would cancel out a foreclosure ). I voiced my concerns about being on the application due to my history with NFCU, and she said the main loan department would need to make that decision, so she faxed my divorce paperwork to them so I could find out if wed need to have just my husband and Dad on the application. She told us wed need to apply online, and that someone would call us shortly thereafter to discuss our specific case XXXX  XX/XX/XXXX @ XXXX called NFCU requesting assistance to open an acct online XXXX XX/XX/XXXX my husband opened a savings acct online XXXX  XX/XX/XXXX got email saying I was added as a joint owner on my husbands account XXXX  XXXX @ XXXX called NFCU because online app said to contact them for more than XXXX applicants female said they couldnt do it over the phone so to put just me and my husband on the application and my Dad could be added later since Id get a call from a loan XXXX within XXXX business day to go over specific details XXXX  or XXXX night I completed most of the online app downloading requested documents ( when asked which type of loan we wanted I chose the lowest interest rate which was for a XXXX XXXX since I thought Id be discussing options with a loan XXXX before it would actually be reviewed and a decision made ) XXXX  XXXX @ XXXX got email stating my husband started a loan application and I needed to create an account to add my info and upload documents if necessary XXXX  XXXX @ XXXX got an email from XXXX to review the XXXX XXXX XXXX XXXX XXXXXXXX @ XXXX called NFCU and spoke to XXXX XXXX told her I got to the online request for {$83.00} for credit reports but wanted to know if that was for both me and my husband or per person since I didnt expect to have to pay for them she said that amount was for both of us I told her wed probably need to add a XXXX person but couldnt do it online and she said only a Loan XXXX was able to add another person, but theyd be reaching out to us anyway. She told me she would make a note to have someone call me. I gave her my Dads name and phone number and she said someone would call him the next day to get his permission to pull his credit report and get payment XXXX  XXXX @ XXXX got email from XXXX XXXX log in to review our Mortgage Loan Estimate Package XXXX  XXXX @ XXXX called NFCU was on hold for XXXX minutes so finally hung up and sent an email XXXX  XXXX @ XXXX emailed XXXX begging for a callback to discuss the whole process as Id just gotten the email to review the Loan Estimate Package XXXX  XXXX @ XXXX called NFCU again and told whoever answered that the loan estimate was ridiculous and not even correct since I was never given any info on the different types of loans and their fees also told them nobody called my Dad like they said they would I was told it was just an estimate and again I requested a call from XXXX or another loan XXXX they said theyd note that XXXX XXXX @ XXXX & XXXX got reminder emails from XXXX to log in to review our Mortgage Loan Estimate Package XXXX  XXXX @ XXXX emailed XXXX after getting several more emails to XXXX the Loan Estimate and told her this was ridiculous and that I was about ready to bail on the whole thing since it had been such a horrible experience. Said I talked to someone XXXX  who made a note for her to call me which she obviously hadnt I immediately got an automated out of office until XXXX  response XXXX  XXXX @ XXXX called NFCU and left message on automated system Fri XXXX @ XXXX return call from man with NFCU informing XXXX our application had just been denied I told him it never should have gone to underwriting ( or wherever ) since no one ever contacted us, therefore causing the information on the application to be completely inaccurate. I said if Id known that me being an applicant was going to be a problem, my husband and Dad would have applied on their own XXXX  XXXX @ XXXX called NFCU and told the lady who answered I wanted to close our accounts Fri XXXX @ XXXX emailed XXXX thanking XXXX for wasting my time and taking my money XXXX  XXXX @ XXXX & XXXX more emails to review our Mortgage Loan Estimate Package XXXX  XXXX @ XXXX & XXXX more emails from XXXX saying we needed to log in to review our Mortgage Loan Estimate Package Mon XX/XX/XXXX @ XXXX email from XXXX saying our Denial Package was ready XXXX be reviewed Mon XX/XX/XXXX @ XXXX am called NFCU ( lasted XXXX minutes but unsure if I actually spoke to anyone ) Mon XX/XX/XXXX @ XXXX called NFCU and talked to XXXX XXXX asked her how to file formal complaint was told to message NFCU online but I told her I was getting an error and couldnt but it might be because we closed our accts due to the terrible experience we had with them I said Id called several times and was told theyd make a note and have someone call me but nobody ever did I told her I was extremely upset and she said she understood why Id feel that way told me I could speak to a supervisor in mortgage servicing so XXXX XXXX came on the line and I went thru the whole story. He apologized but said he wasnt a loan XXXX or processor and only got on the phone because the rep XXXX I had concerns about the foreclosure he said he could make a note to have someone call me back I said it probably wouldnt make a difference since wed already closed our accounts Regarding the intent to proceed task that was waiting for us online even after the denial he said the timing was probably just off I asked who was over credit unions and he said the NCUA was the governing body and I could complain to them Mon XX/XX/XXXX @ XXXX called the Consumer Financial Protection Bureau XXXX since the XXXX XXXX supervise institutions with assets over XXXX XXXX, to see if lodging a complaint against NFCU would XXXX a waste of my time and or their time Mon XX/XX/XXXX @ XXXX emailed XXXX as we got XXXX separate denials, both citing poor performance with NFCU I told her since my husband had only been a member for XXXX weeks that was completely absurd Tues XX/XX/XXXX @ XXXX Kaitlyns reply said it was because we applied jointly ( even though the poor performance was on my part and not my husbands ) she said the bankruptcy was actually the problem but she couldnt elaborate so gave me a number to call told me that my husband could reapply on his own Tues XX/XX/XXXX @ XXXX I replied to XXXX email explaining everything and emphasizing the fact that we should have been able to talk to someone before finalizing the app since we had so many questions and variables regarding our situation Said I was so dissatisfied that wed closed our accts and Id encouraged my Dad to do the same Told her I wanted to be reimbursed {$83.00} for the XXXX credit reports and asked if she could explain why they had failed so miserably to do their job properly Thurs XX/XX/XXXX @ XXXX XXXX heard from XXXX so I emailed again asking when Id get a reply Thurs XX/XX/XXXX @ XXXX email from XXXX ( XXXX XXXX ) said she would provide additional clarification regarding their app process as it should fill in some of the missing pieces Nothing was mentioned as to why we never got a call to discuss our application and needs ( I was told XXXX  times by XXXX different people that that was how loan apps were handled ) before it was actually submitted, and neither was my request to be reimbursed for the credit reports the email ended by saying if I had additional questions to reply to the email or call, so at XXXX on XX/XX/XXXX I left a voice message for XXXX XXXX XXXX @ XXXX after silence for XXXX  days I replied to Morgans last email stating once again no one had the courtesy to call me back and that Ill be lodging a complaint with the CFPB

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