Consumer complaint received 2025-04-29 00:00:00
Product: Mortgage — FHA mortgage
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: LA

Complaint narrative:
Formal Complaint Regarding Mishandling of Mortgage Forbearance and Resulting Harm by Navy Federal Credit Union To Whom It May Concern, I am submitting this complaint regarding the severe misconduct, negligence, and potential bad faith actions taken by Navy Federal Credit Union ( NFCU ) in the handling of my mortgage and home equity line of credit ( HELOC ), which has directly resulted in the wrongful foreclosure and eviction from my home, immense emotional distress, and irreparable harm to my family. 
Key points of this complaint include : XXXX. Failure to Properly Manage Forbearance : I was placed in an active forbearance plan with NFCU. Despite this, NFCU foreclosed on my property. Only after the foreclosure was complete did NFCU issue a letter dated XX/XX/year>, stating that the forbearance had been removed from my account on XX/XX/year>, due to the HELOC foreclosure. This action directly contradicts the original terms of the forbearance, which explicitly stated no foreclosure would occur during the active period. 
XXXX. Lack of Communication with Local Authorities : The XXXX XXXX XXXX XXXX, which handled the foreclosure and eviction process, was never notified of the active forbearance by NFCU. This was confirmed by a XXXX veteran employee of the XXXX, who reviewed my case and explicitly stated that she has never seen a foreclosure proceed in this manner in her entire career. 
XXXX. Emotional and Physical Harm to My Family : As a direct result of this wrongful foreclosure and abrupt eviction, my mother a XXXX civilian employee of the XXXX XXXX XXXX XXXX XXXX nervous breakdown, collapsed, and required a complete XXXX XXXX. She has been hospitalized for over a month and will never fully recover. Our family has been shattered emotionally, financially, and physically. The eviction also resulted in the loss of irreplaceable sentimental belongings from deceased loved ones, which were discarded during the sheriff 's removal process. 
XXXX. Attempts to Resolve the Situation Were Ignored or Mishandled : While the eviction was taking place, I called NFCU and requested urgent assistance. The first representative refused to help or transfer me to the proper department and then hung up on me. I had to call back to reach someone willing to even listen. 
XXXX. Misleading and Inconsistent Statements : Throughout the process, NFCU gave conflicting information including a representative stating that the HELOC would be " charged off like a credit card '', misleading me into thinking no foreclosure would proceed. NFCU also refused my repeated attempts to make payments during the forbearance, saying it would mess up the plan. 
This situation has caused catastrophic consequences to our lives and well-being. We are requesting an immediate investigation into NFCUs conduct, potential violations of federal forbearance and foreclosure protections, and full accountability for the damages caused. 
Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX LA XXXX XXXX XXXX Loan XXXX XXXX XXXXXXXXXXXX XXXX XXXX

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