Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #4546612
Complaint Overview
Complaint ID: 4546612
Company: Navy Federal Credit Union
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
State: Texas
ZIP Code: 76110
Date Received: 2021-07-15T12:00:00-05:00
Date Sent to Company: 2021-07-15T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021 I submitted an application to Refinance an existing mortgage that was under my fiancs name, ( he passed a away so I needed to assume the loan ). Every single contact I received from them requesting Documents or information was answered in a timely manner with accurate and requested information. I received a conditional approval at 2.5 % on XX/XX/XXXX. I contacted my processor and various times to make sure I understood what was needed. I submitted all requested documents. My mortgage payments for XXXX and XXXX were on auto draft thru the same bank. On XX/XX/2021 I called my processor because I had not heard from anyone. I was then informed that my loan was canceled at my request on XX/XX/2021. I never received a call from Navy Federal, I have no record of any call in my phone records or emails. They stated that I requested the loan cancelation due to not being able to make the monthly payment for XXXX. My Loan payment was set on auto draft from the same institution. The payment cleared the same day as every month. I signed a form with date of auto draft request ( Page 3 of the Initial Loan Packet, Easy Pay Authorization. They proceeded to tell me that I would have to re apply for the loan and my 2.5 % would not be held. This is a complete violation of my security with Navy Federal. I never spoke with anyone regarding cancelation of the mortgage refinance, my cellphone should be the only contact number they have on file. There are no missed calls or accepted calls from Navy Federal on XX/XX/2021. I do not know who they spoke with and what verification process they had to move forward with that request.
Frequently Asked Questions
What is Complaint #4546612 about?
Complaint #4546612 was filed against Navy Federal Credit Union regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2021-07-15T12:00:00-05:00.
How did Navy Federal Credit Union respond to this complaint?
The company responded with: "Closed with non-monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Navy Federal Credit Union?
Yes, visit the Navy Federal Credit Union company profile at readthecomplaint.com/company/navy-federal-credit-union to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.