Consumer complaint received 2022-09-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
In XXXX of XXXX, I applied for a mortgage loan with Navy Federal Credit Union ( NFCU ). Shortly after, I was able to see a pre-approved amount of $ XXXX within my online banking. The application was not yet complete. I had to gather more documentation from my job 's HR department. While doing this, I started getting symptoms for XXXX and ultimately XXXX  XXXX. I was feeling very ill for weeks. Once I was able to complete my application, I provided all the correct documentation. I was denied by loan officer, XXXX XXXX. 

I attempted to contact her multiple times by phone and left messages after I found out I was denied. I received documentation stating that it was due to my credit and incomplete application. XXXX XXXX never returned my phone calls, so I sent her an email. She finally contacted me back. She directed me to send an email to appeal the decision and she would get back to me. I sent in an email as requested. She let me know that my application was actually completed but, I could attach additional information if I wanted. The comment about the application being incomplete should have never been inserted. I decided to attach my 401K balance just to show additional funding even though my consumer accounts held more that 15k at the time of my application. 

Along with additional funding, I sent in an explanation of why the mortgage would help. I was trying to relocate to the XXXX XXXX  and wanted to stay in an inexpensive first-time home. This would eventually help me be a home owner and I could one day rent the home for additional income ( creating wealth ). 

This created another waiting game. I had to contact XXXX XXXX again and again. She finally contacted me back and let me know that I was denied. I asked why and she stated it was because of my credit. I asked for details and she then changed and stated that it was because of a delinquency. I did not have any outstanding debt at the time of my application. I continued to ask for details. She then states my credit score was actually ok and that it may be because of a past debt. I told her again that I did not have debt and had not had a late payment in years. She apologized. She sent another denial letter and it basically stated again that my application was not complete and because of my credit score. This let me know that she was taking it upon herself to deny my application and did not properly escalate my appeal. I was discriminated against. I believe due to my race, illness, and the area that I wanted to live in. 

I attempted to contact NFCU again in XXXX of XXXX. The representative stated that XXXX XXXX must have deleted my application because he could not find it. Then I was emailed another duplicate denial letter directly by XXXX XXXX. She intentional is trying to hold me back from financial gain due to her own beliefs and prejudice. 

Shortly after the denial of my application. NFCU began sending me pre-approval letters for mortgage and I still receive them to date. My credit and income had not changed however, I received these offers over and over.

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