Consumer complaint received 2025-04-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
Re : Complainers Response to NFCU ( NFCU ) Response to the CFPB Complaint ID XXXX The Navy Federal Credit Unions response does not adequately address the complaint my wife and I filed. In fact, NFCU has caused us more abuse, excessive stress, deceptions, lies and manipulation of the facts that have caused my wife and I excessive unwanted and unwarranted physical and emotional stress.

My wife and I received an agreement when we applied for the VA loan in XXXX with NFCU that any need for an escrow account is waived and we agreed to pay property taxes, insurance fees etc. Since XXXX we have done just that with current payments ( principal and interest ) always paid within the 15-day grace period. 

In the summer of XXXX, NFCU took it upon themselves to pay our property tax without our knowledge. This action was used against us after we contacted them in XXXX when my wife learned that the tax payment she was going to pay or negotiate a deferral ( which required no past missed payments ) or start a payment schedule with the county we learned about that may give us the opportunity to seek and receive additional discounts for XXXX XXXX XXXX. After hearing what my wife told me and what the county tax assessor told her, I immediately contacted the NFCU via their electronic bulletin board on their website.

1 ) NFCU has taken upon itself with no communication ( written or telephone ) with either my wife or I of their intention to pay the taxes that we were working with the county on getting additional XXXX XXXX, possible deferral or all options available to us including just paying the late fees and 2nd tax assessment. The county tax office only accepts applications between XXXX XXXX XXXX. We would like to know who called NFCU to tell them we were delinquent. 
2 ) We offered to pay back NFCU over three times. The credit union reply was NO without any explanation and they would be invoking an escrow account. Their reason behind this was because they can and it states so in the deed of trust we all signed. However, as I pointed out, creation of an escrow account requires agreement between the two parties to agree. My wife and I do not want an escrow account, and we replied to NFCU our feelings on the matter and offering to pay back what they sneakily paid behind our backs. 
3 ) During a call in XXXX, I asked the person that was representing NFCU for something so important as paying property taxes why didnt the credit union notify me with a certified letter?. She agreed with me that something as important as paying property taxes we should have been notified me in writing ( certified ). NFCU said they sent two documents to us in XX/XX/XXXX, but we never received them. They sent us the two letters in regular mail in XXXX like it was just happening with no cover letter or explanation. ( why? ) Are these the two letters they sent back in XXXX just arriving in XX/XX/XXXX. 
4 ) The first and only time we ever received a call from the credit union was in XX/XX/XXXX. The person representing NFCU could not or would not make any promises or decisions and ended the conversation that someone upstairs at NFCU would get back with us. No one ever did. 
5 ) What we received in the mail was an analysis of what the credit union demanded we pay for a settlement of $ XXXX of explained fees and interest for over five years that would add up to nearly a {$1000.00} increase to our mortgage payment. My wife and I were speechless and notified the credit union of this was unacceptable. We continued to pay our original loan payment as always on the third of each month. I wrote on the check and payment coupon that the payment is to be applied to our mortgage loan. 
6 ) Beginning in XXXX, the credit union ( NFCU ) started harassment, deception, attempts to foreclose on our mortgage and not applying each months payment to the principal and interest. That was the first time I mailed a payment to their corporate office in XXXX. I paid the payment ( principal XXXXnd interest ) as always after receiving my XXXX XXXX XXXX  on the 3rd of each month. I looked at my checking account and the check had not been posted. It appears NFCU had held the check and waited till after the XXXX and posted the check so it would be late. I logged into our mortgage account and saw that NFCU didnt post our check until the XXXX of XXXX ( 2 days late ) and posted the payment amount into a suspense account??? How corrupt is that? The post office does not take fourteen days to send a letter 1st class between XXXX XXXX XXXX. A local postal employee told me that it doesnt usually take that long, and she did not hear of any delays that would have caused such a long delay. 
7 ) We mailed the mortgage payment coupon and check to NFCUs corporate office in Virginia on XX/XX/XXXX. My wife and I each received 2 letters ( 1 Certified ) stating we did not pay the XXXX payment on the first of the month and that is when it was due. NFCU continues their self-serving attitude with no regard to our stellar past payments we made on time and that we think we are continuing to pay on time only to be deluged with over a XXXX correspondences that are mostly certified sent to our XXXX postal box address and our house address. 
8 ) We continually get harassed, and we are emotionally in crisis as the issue with the credit union affecting what our good credit rating was to what it is now is unacceptable. The month of XXXX it appears they were sending out certified mail every day for two weeks straight.

9 ) One document implied that the NFCU has never called us and that we should call them back, however our telephone records can show, except for the one call in XXXX that the credit union said the call was being recorded. I asked in a certified written response for a copy of the recording documenting the conversation, however, NFCU stated in a reply to me they would not give me a printed copy of the conversation. ( Why? ) 10 ) Since we filed the complaint with CFPB, NFCU has sent my wife and I over a hundred documents in the mail. One letter was sent to our XXXX XXXX XXXX address ( we need it because of theft and people breaking into the street mailboxes ), and a duplicate to our home address. It appears for every document that was sent, we each receive a duplicate set at the other address both certified ( requiring signature ) and not. XXXX XXXX XXXX were brutal as we received documents ( several with the same date as they sent out like every two days ). Doesnt that meet the definition of harassment, unnecessary and not one was sent by NFCU employee. 
11 ) We were getting mail threatening foreclosure and not making our payment every day, but not one correspondence had a real signature of a human being, just what I call a form letter they use for anyone.

12 ) We continue to make the mortgage loan payments each month, but NFCU will not honor their agreement to waive an escrow account and continues to ignore our request for the information we are seeking on how and why we are being treated this way going out of their way to keep dinging our credit worthiness by stating we did not make the payment or within their change of the grace period or the payment was late. NFCU has a self-serving policy that only benefits them and tells us that we must comply with their greed.

13 ) It appears to my wife and I that at this time we are not allowed to have a say or any input into the illegal, harassing and fraudulent practices NFCU is performing and ignoring RESPA and consumer rights continuing the harassment towards my wife and I.

14 ) I tried calling one of NFCUs telephone numbers documented in some of the letters and NFCU has a sophisticated telephone system that recognizes my telephone number and matches me up with my account and then hangs me up and wont transfer me to anyone because it sees my account as current.

15 ) I left an electronic message on NFCUs communication board that I authorize a social services worker ( XXXX XXXX ) of the XXXX District Attorney assigned to investigate my complaint with them on elderly abuse. The NFCUs person that answered her call was rude and refused to talk with her and said she knew nothing about the authorization I wrote to NFCU and hung up on her.

16 ) In our opinion people I have spoken to agree with the definition that CFPB needs to address. The elderly or any person over the XXXX XXXX XXXX can be abused by day care facilities, relatives, strangers and even financial institutions per one definition. My wife and I believe Navy Federal Credit Union a financial institution, is taking advantage of not only elderly people but their members and has a history of such cases with recent court cases like CFPBs recent win last year against NFCU. My wife and I are experiencing unnecessary, deceptive and malicious attempts with fraudulent, deceptive, outright lies, cohesive ways causing us extreme stress, anxiety, harm and injury 17 ) The credit union has never responded to or answered our questions regarding why they wont just let us pay back what NFCU paid in XXXX? 
18 ) We paid the taxes in XXXX like we said we would and although NFCU tried to make a payment after us for the XXXX payment, when we discovered that the XXXX payment was applied by NFCUs payment. What we just learned this week, that the 1098 we recently received for XXXX taxes from NFCU, NFCU documented on the bottom information section of the document, that they paid {$7200.00}, which we believed to be an error or was it intentional. I had asked for lots of information in the certified qualified written request letter. I did not receive what we believed to be what we were asking for. What we received was a copy of our loan papers ( which we have ) and a computer printout of what we dont know how to interpret.

19 ) My wife and I requested a face-to-face meeting as it was being offered in one of NFCUs form letters. I sent a message to the credit unions electronic message board asking if the face-to-face appointment was going to be scheduled. I never heard back from customer service person XXXX. The reply I received was short and snooty, telling me I can make the appointment myself. How rude is this.

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