Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #5339590
Complaint Overview
Complaint ID: 5339590
Company: Navy Federal Credit Union
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
State: Georgia
ZIP Code: 30253
Date Received: 2022-03-18T12:00:00-05:00
Date Sent to Company: 2022-03-18T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
This complaint is to the attention of Consumer Financial Protection Bureau, Navy Federal Credit Union and XXXX : On XX/XX/XXXX, I started the process to purchase an investment property through a lending company outside of my current mortgage company in whom is Navy Federal Credit Union. I felt really good about being approved considering my credit score was in good shape and I had cash reserves to cover a substantial down payment. After inquiring about the status of my loan on this same day, the loan officer of the new lending company reached out to me stating that based off of my credit report, I was still actively in deferred status and that they couldnt approve me for a loan while payments on my mortgage were deferred. I was totally shocked and confused as to why I was still in deferred status with Navy Federal Credit Union. I called my bank inquiring why my mortgage payments were currently in the deferred status Side note : up until XXXX of XXXX, I was under the XXXX Mortgage forbearance program for a maximum of 18 months. Right before or in the midsts of the XXXX month ( XX/XX/XXXX ), I called a representative to see if I could have an extension on having my deferred payments extended. The representative stated that I was reaching the end of the maximum timeframe allowed to have payments extended and that I would receive a call back discussing the decision on if I was denied or not. All within that same month, I was apparently denied the extension to have payments deferred. From my understanding with the initial phone call on the beginning of XXXX, the representative did not properly communicate to me how to proceed after being denied and if I would remain in deferment after denial. I was told I would get a call back to discuss my denial and how to move forward. I received no call back, no email on the denial decision and no instructions at all on how to make a payment moving forward, if my payments would go towards my balance or deferred balance, my payment options, or if I was still in the deferred payments status. I literally found out XX/XX/XXXX that I was still currently in the deferment status and now can not purchase a property due to this situation. Since XXXX of XXXX, Ive made on-time payments while being under the impression that I was back to making normal payments to Navy Federal Credit Union- just to find out that my payments were being applied to the amount ( XXXX ) that were deferred. I still have yet to be provided any documentation in reference to my denial letter, no reminders or any communication about the status XXXX in in regards to making payments to Navy Federal Credit Union and are now very confused on what Navy Federals intentions are with me. The representatives and supervisors that Ive spoken with this week at NFCU has yet to take any accountability for their lack of communication, care, and direction for me as the consumer dating back to XX/XX/XXXX. Ive gathered from this situation that they were making me feel as though they were trying to get me to look over the possibility of them failing to disclose very important details of my mortgage and wanted me to proceed with moving forward while in the midst of this debacle.
Frequently Asked Questions
What is Complaint #5339590 about?
Complaint #5339590 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 2022-03-18T12:00:00-05:00.
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.