Consumer complaint received 2025-08-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: NAVY FEDERAL CREDIT UNION
State: NY

Complaint narrative:
In late XX/XX/XXXX, I submitted a mortgage application to Navy Federal Credit Union with a valid signed contract dated XX/XX/XXXX. Despite providing full income documentation, my application was denied on XX/XX/XXXX, for " insufficient income '' without being given the opportunity to supplement my income, even after multiple attempts to communicate and provide additional documents. 

I emailed XXXX, the loan officer, on XX/XX/XXXX and XX/XX/XXXX, but received no substantive responses. I only learned of the denial when XXXX, XXXX backup, informed me and advised that supplemental income could not be considered, instructing me to reapply. I submitted a new application on XX/XX/XXXX. 

During this second application, I was initially qualified for {$420000.00} using the same income data from the first application. After providing supplemental income, I was approved for the full {$450000.00} loan and successfully closed on XX/XX/XXXX. 

The contract XXXX, which was never requested during my first application, was requested and submitted on XX/XX/XXXX, on the same day. Had the initial application been handled properly, I would have closed sooner, avoided additional rent payments, and secured a XXXX XXXX promotional rate specifically marketed for service members like myself. I applied before the promotion began and was never informed about this rate during my first application, so I had no way of knowing to seek it out. 

Additionally, I was under significant time pressure due to a difficult seller who was threatening to back out of the deal, making timely closing critical. The unnecessary delays and mishandling by Navy Federal risked the loss of my home and exacerbated my service-connected XXXX and XXXX. 

Throughout the process, I was escalated to seven different representatives, with repeated deflections of responsibility and shifting of blame onto me, despite their role to guide applicants through the mortgage process. Requests for underwriting guidelines, internal communications, and call recordings have not been fulfilled. 

I am a military service-connected XXXX veteran with XXXX and XXXX. Navy Federals failure to provide reasonable accommodations and equitable treatment during the mortgage process worsened my XXXX XXXX  symptoms. 

This inconsistent treatment, failure to disclose material loan terms, and denial of opportunities to supplement income raise concerns under several federal laws, including : Equal Credit Opportunity Act ( ECOA ), 15 U.S.C. 1691 et seq. Denial of equal access and opportunities in lending.

Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2601 et seq. Failure to provide timely and accurate disclosures.

Truth in Lending Act ( TILA ), 15 U.S.C. 1601 et seq. Lack of clear disclosure of loan terms and costs.

Fair Housing Act ( FHA ), 42 U.S.C. 3601 et seq. Discriminatory impact as a XXXX XXXX woman seeking fair housing finance. 

XXXX  with XXXX Act ( ADA ), 42 U.S.C. 12101 et seq. Failure to provide accommodations or equitable treatment as a XXXX veteran with service-connected XXXX and XXXX. 

The mishandling caused substantial financial harm including additional rent payments, loss of promotional rate savings estimated at over {$30000.00}, and emotional distress exacerbating my XXXX and XXXX. 

Despite formal requests, Navy Federal has not provided the requested documentation, which raises concerns about compliance and accountability. 

I submit this complaint for regulatory review and action to ensure fair and lawful treatment for all applicants.

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