Consumer complaint received 2024-04-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
This is an ongoing concern I have with NFCU that requires some kind of investigation or audit, one that I only became aware of upon reviewing my mortgage payment history. Following the passing of my spouse, I've endured significant financial strain, but I consistently ensure that my mortgage payments are made prior to the 30-day mark. I am well aware of the severity of mortgage late payments and take every precaution to avoid them. While there have been instances where my payments have been made close to the end of the month, they are consistently completed before the commencement of the next month. I execute these payments online each month. 

However, I have noticed a troubling pattern with NFCU. Despite the requirement for mortgage payments to be credited on the same day they are received, NFCU frequently fails to adhere to this standard. Upon reviewing my payment history, I discovered that on several occasions, my payments were credited several days later, creating the appearance of a 30-day late payment, which could adversely impact my credit standing for that particular month. 

This month, when I attempted to make my mortgage payment online with NFCU, I was surprised to find that the minimum payment had increased by {$300.00}. I did not receive any prior notification or emails alerting me to this change. Furthermore, when I initially attempted to initiate the payment on XX/XX/XXXX for the payment due on XX/XX/XXXX, which fell within the 30-day timeframe, I was only given the option to schedule the payment to be credited to my account on XX/XX/2024. However, due to the substantial increase in the payment amount, I postponed the payment to investigate the reason behind the increase. My homeowners Insurance was recently transferred to another insurerer after my old insurance company did not renew my policy as they were not writing in XXXX  and after they increased my premium 200 % last year. My new policy is {$700.00} less than last year and my payment never increased until this month. In addition I get so many letters from them and their XXXX XXXX affiliation and a daily notification on my accounts and the balances yet nothing from them regarding an increase in payment. Worth noting that my payment literally doubled this month so it made my financial situation even more dire.Ultimately, the payment for XXXX was made on XX/XX/2024, but it was not credited until XX/XX/2024. This delay in crediting the payment could potentially result in it being reported as 30 days late on my credit report. As a former mortgage broker I understand how the process works and once again it seems as if NFCU is doing everything it can to remove me as a customer hoping that the myriad of issues I have encountered with them will force me to refinance or sell. 

The XXXX  I endure each month in navigating the payment process with NFCU is unwarranted. On one occasion, I was even compelled to make XXXX payments on my car loan based on misinformation provided on the NFCU website, only to later discover that it was not necessary. It is apparent to me that NFCU may be attempting to coerce customers into contacting them by phone, as they did when I had direct deposit with them, which I find to be unjust. 

I am requesting a thorough audit of my loans with NFCU to ascertain whether their practices align with legal requirements. Based on my experiences, it is evident to me that this is not the case.

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