Consumer complaint received 2026-02-16 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
I am writing to file a formal consumer complaint with the Consumer Financial Protection Bureau ( CFPB ) against Navy Federal Credit Union, servicer of my mortgage loan XXXX secured by the property at XXXX XXXX XXXX XXXX, XXXX, NC XXXX. This complaint arises from multiple willful violations of federal mortgage servicing laws during my good-faith efforts to pursue loss mitigation options, including the submission of several complete applications with all required documents. Specifically, Navy Federal Credit Union denied applications by citing missing documents that were never required, closed applications while they were still under active review, repeatedly reset and shifted documentation demands, and shut down applications even while assuring me they were " working with '' me to resolve the XXXX in violation of the Real Estate Settlement Procedures Act ( XX/XX/XXXXXXXX. XXXX ) and Regulation XX/XX/XXXX ( XXXXXX/XX/XXXXXXXX, XXXX, XXXX ), which mandate timely evaluation of complete applications within XX/XX/XXXX days ( if submitted XXXX days before foreclosure ), prompt notice of any missing items, no dual-tracking of foreclosures during pending reviews, specific denial reasons with appeal rights, proper handling of qualified written requests within set timelines, and XXXX notice before force-placed insurance charges. 

Additionally, Navy Federal Credit Union imposed arbitrary and inconsistent documentation burdens, issued shifting and inaccurate adverse action notices, and failed to evaluate my applications consistently, breaching the Equal Credit Opportunity Act ( XXXX, 15 U.S.C. XXXX ). Their discriminatory handling of my residential real estate-related requests further violates the Fair Housing Act ( XX/XX/XXXXXXXX. XXXX ) through disparate treatment and inconsistent policies impacting protected classes. Under the Truth in Lending Act ( TILA ) and RegulationXX/XX/XXXX ( 15 U.S.C. XXXX ; XXXXXX/XX/XXXXXXXX ), they failed to credit partial payments on the same day received, provide accurate periodic statements during the application process, and resolve asserted servicing errors within XX/XX/XXXX days ( with XXXX-business-day acknowledgment ), while engaging in abusive practices like demanding payoff letters only to pivot to restructurings suggestive of high-cost terms and unauthorized fees. These actions form a pattern of misconduct, potentially implicating civil XXXX ( XXXX XXXX. XXXX ) via wire/mail fraud predicates such as false review-status representations and systematic manipulations. 

Key evidence includes a XX/XX/XXXX, call where the counselor confirmed no foreclosure activity was underway, asked if I wished to make a voluntary payment ( which I declined based on their prior " working with you '' assurances ), and proceeded despite thisdemonstrating inconsistent internal communications and my reasonable reliance. I have documentation of all submissions, denials, and interactions. These actions are also directly in alignment with the current class action lawsuit against Navy Federal Credit Union.

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