PENTAGON FEDERAL CREDIT UNION

2015-07-24

Los Indios, TX

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Working with Senior Mortgage Processor XXXX XXXX with PenFed FCU has been a nightmare to get a mortgage on a home in Texas. She did not communicate well at all, and actually was unresponsive to e-mails for more than 10 days, a complete failure in such sensitive processes as a mortgage application and executing a closing schedule. For more than a third of the window in which I should have been able to communicate my questions and concerns, PenFed 's representative was unavailable. The scheduled closing date for the home/loan is Monday, XXXX XXXX. Within just a few days of closing, XXXX began to communicate about problems she was having and additional documents that were required. All of the documents requested in the beginning of the loan application process were provided within 3 days of the request, and now ( Friday, XXXX XXXX, more than 20 days later ) there may be documents required at XXXX on a Friday for my closing the next Monday. This unfortunate use of XXXX 's time may result in a delayed closing on my home. From the questions being posed to the title company by XXXX, it does not appear she has a clear understanding of Texas real estate sales, to include the way property taxes are done in Texas. I would caution anyone who gets a mortgage application assigned to XXXX to quickly speak with a supervisor to request your processor be changed.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-07-15

Blackbird, DE

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I have applied for a PenFed mortgage the beginning of XXXX 2015. I have sent all information requested, XXXX times. Had a settlement date and time ( was about there ) my attorney called saying it was cancelled, they did not approve me. Found out they wanted same info again that I sent. I have been patient, but now I was threatened they would terminate my loan application if I do not respond within the next business day with info I gave them and my CPA, he said the papers were sent before. Going on 6 months, they will not talk by phone, only e-mail. Claiming they lost my PERSONAL tax papers!! I feel they are drawing this process out to get me to stop the process and give me a hefty bill.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-07-10

Colts Neck, NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-07-10

Nyc, NY

Credit card protection / Debt protection

Credit card:

Complaint: XX/XX/XXXX, l signed for Debt protection with PenFed Bank l was been billed almost {$55.00} a month, fast forward to XX/XX/XXXX, l lost my business and l need help with my debt protection pending getting back on my feet ; l was declined due to RED TAPE that internally created by PenFed to discourage folks from applying for debt protection, l was asked for numerous documents l submitted every single documents despite all this documents l was declined debt protection and l was told by one of the PenFed representatives that only DEAD PEOPLE qualified for debt protection, because l am still living l do not qualify ; l found this very offensive, l attached application form for debt protection ; this document clearly says in case of involuntary unemployment l am qualified, l paid over {$5000.00} for this protection now that l needed it l was denied for unreasonable reason.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: Yes Timely Response

2015-07-09

Finksburg, MD

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-07-09

Carson, MS

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We signed a contract for a home and submitted the contract to Pentagon Federal Credit Union XXXX Penfed XXXX. We were assigned a loan officer, XXXX XXXX, and assigned a closing date of XXXX XXXX. She requested MANY documents for the underwriter, which we returned within only a couple of days. She never confirmed that she received the documents. She did, however, note that she had ordered the appraisal on XXXX XXXX, 2015. The appraisal occurred, but there was an issue with the names on the document. She was given contact information for all parties involved XXXX appraiser, realtor, homeowner 's insurance agent, etc ). She had multiple weeks to get all of her work together. Because I had not heard from her and it was the week of our closing date, I called on Monday, XXXX XXXX. I received no answer, and no response to my voicemail. I called again on Tuesday and received no answer, and no response to my voicemail. On Thursday evening, she calls to say that she is missing signatures on a contract and needs it immediately. We sent it to her within an hour, even though our realtor claims it was sent to her before ( and I believe this because she has continuously lost documents that I have submitted ). Tonight, XXXX nights before closing, she tells me that now that she has the contract, she will have to get an appraisal done, and that I should contact the seller and request a new closing date. I do not want a new closing date, and everyone has done their part to make sure closing happened on time except for her. And if she had answered the phone earlier in the week, or returned a phone call, perhaps we would n't be in this situation.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-07-09

Bethayres, PA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-07-08

MO

Credit determination

Credit card:

Complaint: It appears my ex husband opened a credit card with my name on it without my knowledge. The card was opened on XX/XX/XXXX. It states clearly under where I would sign that I was not available due to I was XXXX. I was never XXXX. Also, my date of birth is wrong on the application. This credit card is showing up on my credit report. He continued to use the card after we were divorced on XX/XX/XXXX maxing the card out.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-07-08

Washington, DC

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I have a home equity loan with the Pentagon Federal Credit Union that is delinquent but I was asked by a representative of their collections department to add {$70.00} to my monthly payment every month starting in XXXX which I have done. They continuously call me even on the day I make my payment to ask me when I am going to make the next payment because it is still 30 days behind. I was even told last month that the arrangement was no longer acceptable and I would have to enter into a new arrangement which I refused to do. I was told at one point by a supervisor that the person that made the arrangement was not authorized to make that arrangement with me. I have been told on numerous occasions that my home could be foreclosed on. They did modify the loan a couple of years ago because I had XXXX. And I know the expectation is that you will make your payments on time after that but on XXXX XXXX, 2014 my youngest son passed away and it took everything we could scrape together to get him buried. I told them that and offered to send them a copy of the death certificate but they continue to hound me relentlessly. I am ruffly between {$400.00} and {$500.00} dollars behind which will take approximately 6 more payments to catch up but I just ca n't take the numerous calls and the verbal beatings I get every month, all month, any more. I know I owe this money and I 'm doing all I can to pay this debt but they have harassed me to the point and with the loss of my son, XXXX I am about to crumble under this constant abuse.
Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2015-07-08

Occoquan, VA

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I am writing this to you to file a formal complaint about one of Pentagon Federal Credit Union 's Loan Officers, XXXX XXXX, XXXX XXXX XXXX. I filed a previous complaint, XXXX in which none of my issues were addressed because it was thought that I am a third party. I am in the process of selling my house. The prospective buyer was using XXXX XXXX to purchase my property. XXXX XXXX improperly issued a loan pre-qualification for loan # XXXX on XXXX/XXXX/15 with out asking the proper questions on the XXXX. He allowed this process to go for over two weeks before turning down the borrower. XXXX XXXX could have easily prevented this entire disaster by asking what number appeared on line XXXX and line XXXX of her XXXX tax return. This should have taken no more than 5 minutes to clarify the borrower 's income situation. Instead of XXXX XXXX acting in a professional manner, he allowed this loan to proceed for over two weeks. Due to XXXX XXXX 's incorrect pre-qualification, the loan that we used to accept the contract was un-able to be approved. This in turn caused me to not be able to settle on my new house. The delays of relisting my condo, losing my 60 day lock and and the cost adjustment I had to make on my purchase will cost me over {$9000.00}. By accepting Pen Fed 's letter and contract offer we turned away other potential buyers and now have to start the process all over. As a member of Pen Fed I find it very troubling that Pen Fed allows Mortgage Loan Officers to act with such disregard for the general public. His action are very troubling, as is Pen Fed 's policy to allow Mortgage Loan Officers to issue pre-qualification letters when they can not follow them up with approved loans. His mistakes have ruined my home purchase process, costs me thousands of dollars and destroyed my belief in our lending laws. I look forward to your response in this matter. I would like Pen Fed to answer the following questions : What is required from a borrower to issue a pre-qualification letter? Will you provide your guidelines for issuing a pre-qualification letter, a pre-approval letter and a commitment letter? Do you ask what numbers appear on line XXXX and line XXXX of the borrower 's XXXX during the application process? Did Pen Fed review the phone call to determine if the Mortgage Loan Officer asked the proper questions prior to issuing a pre-qualification letter? Did the Mortgage Loan Officer 's documentation in the loan file match what was on the recorded phone call? When Pen Fed improperly issues pre-qualification letters, are they responsible for the damage they cause as a result of those letters? Is it Pen Fed 's policy to turn over loan applications with false statements to the proper authorities to determine if a crime has been committed? If so, was that done in this case?
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-07-03

Alexandria, VA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: A client of mine had his company bank account compromised. As a result, one of the checks written on the account was my monthly check in the amount of {$3000.00}. Once he found out his banking account had been compromised, he immediately contact me and I immediately contacted PenFed. I told PenFed what had happened and immediately wired {$3000.00} from another account to cover any and all transactions. My account was never, ever overdrawn and I was told by PenFed that the original check for {$3000.00} was NOT going to be re-deposited because, according the PenFed representative, " our system is incredible sensitive and the check will be returned. " That ended up not being the case, the check was redeposited and of course, declined from my clients financial institution. Again, my account was never overdrawn. As a result of this, and of no error whatsoever on my part, PenFed, irresponsibility has blocked my access to all my accounts. Despite five separate attempts to have this irresponsible block removed, it remains. That is, because of something that was completely the fault of another party, and had literally nothing to do with me, I do not have access to my money. I have never overdrawn an account and I consider myself a financially conscious individual. How is it possible for an institution to completely block a responsible customer from their banking accounts? Unfortunately, PenFed only can say that 'my case ' is on a supervisors desk for review. Any assistance you can provide would be most helpful. XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-06-23

Baldwin Hills, CA

Making/receiving payments, sending money

Bank account or service: (CD) Certificate of deposit

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-06-19

East Troy, WI

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-06-18

Tarzana, CA

Settlement process and costs

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I refinanced my mortgage with PenFed in XXXX 2014. They advertise their mortgage rate offer by saying " we pay virually all closing costs up to {$10000.00} ''. In my loan documents, it said that there is no pre-payment penalty. However, now that I am trying to refinance, they are telling me that I owe them {$1000.00} for the closing costs they paid. This is false advertising!! There is a pre-payment fees!! My new lender thinks this is wrong and suggested I file a complaint.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-06-12

Pflugerville, TX

APR or interest rate

Credit card:

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-06-10

Burkburnett, TX

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-05-30

DC

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: On XXXX XXXX, 2015, I applied for a mortgage with PenFed Federal Credit Union. The email I received on XXXX XXXX said " To assist you with the mortgage process, XXXX of our professional PenFed Mortgage Representatives will be in touch with you within 24 to 48 hours to discuss your application. '' No one contacted me within 48 hours. After 3 days, I called to inquire, they said they were busy and would call me by the end of the week. No one called. I called them again later that week, still nothing. On XXXX XXXX, I received an email from Penfed, asking me to " answer/confirm '' certain questions. On XXXX XXXX, I responded with answers to each question. On XXXX XXXX, I called Penfed leaving a voicemail asking to speak by phone just so I understood the process. I never received a response or follow-up call. On XXXX XXXX, I emailed asking if they needed anything on my end and what the next steps would be. I still have not received a response to this emailOn XXXX XXXX, I received an email saying " Congratulations on your pre-qualified mortgage ... Your processor will be ordering the appraisal and flood certification. If you do not receive a scheduling call for your appraisal by XXXX/XXXX/2015, please let her know. " On XXXX XXXX, I responded with the following message : '' Do you know where it will be held on XXXX and at what time? What other information do you need from me? Any other forms? On the day of, will I be providing you with my account information for deposit? Will you be wiring in the money that day? '' No response has been provided to date. On XXXX XXXX, I emailed asking " Are you free to speak with me this week by phone for XXXX minutes? I would like to discuss the process if possible. " On XXXX XXXX, the appraisor contacted me XXXX not Penfed ), and asked if they could come do the appraisal in my home. The appraisal inspection took place on XXXX XXXX ( still no final copy or notice if it 's been completed ). On XXXX XXXX, I emailed asking " I have not heard from you, but I did have the Assessor in my apartment last Tuesday. Are we still on track for a XXXX XXXX closing [ this was provided via a automated status update on XXXX XXXX but did not change over time XXXX? " On XXXX XXXX, I received an email from Penfed stating " I am currently assisting the mortgage department. I have reviewed your file and show the following items are still needed : Please provide a Letter of Explanation for the following recent credit inquiries. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- PENTAGON FEDERAL CRE XXXX XXXX/XXXX/2015 [ This is litterally their own credit inquiry for this mortgage, this is rediculous ] -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX XXXX XXXX/XXXX/2015 Please have your homeowners association complete the Condo Questionnaire that was previously provided. Please provide your last XXXX XXXX. [ I provided this information, XXXX, told them as such during these years, and provided tax returns in lieu of this information back on XXXX XXXX. XXXX are n't given to XXXX so this is factually impossible. ] Provide a satisfactory homeowner 's insurance declaration page showing our mortgagee clause and your new loan number. Complete insurance instructions can be found on page XXXX of the pre-qualification letter. [ I did n't understand this and inquired earlier, without receiving a response as to what they wanted ] '' Today is XXXX XXXX, and the closing may be on Tuesday, I do n't know because when I noted all of the problems in my mortgage process, the response given was that my Mortgage Processor " should be in contact with you soon. ''
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-05-29

Cecil, NJ

Other

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-05-26

Katonah, NY

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I have a loan with PenFed. I have paid off the loan. The loan company keeps charging Insurance cost, and refuses to properly refund. I am so sick and tired of this company. They have been a total nightmare to work with. If you look at their XXXX rating, you can see that have many negative reviews.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: Yes Timely Response

2015-05-15

Palos Park, IL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Last year I applied for a credit card from PenFed Credit Union. I never got the card. I believe it went to the house next door to me. On a Sat I got mail and did not open it until Sun. Thats when I saw a bill saying that I owe almost {$3000.00}. I called PenFed and had them lock down the account but their was only about {$300.00} left to charge on the bill. They told me to call on Mon. when the office was open. I told them the card stolen, and the almost {$3000.00} was not mine. PenFed made sure the account was locked down. They said they where going to issue me a new card. I never got it. I called and emailed them three or four times, to tell them what I think happen to the card. The last email I sent said they would forward it to the appropriate department. Thats all I hear from them. When I went to do a HARP loan I found out, I fould out in my liabilities PenFed said I had a debt of {$2900.00}. So even though I have given them all the information on who I think the card went to, they did nothing. I still have the XXXX emails I sent them last year. I told them who I think used the credit card and got nor response. All they have to do is see who called in the order, and where the merchandise was sent. This would answer everything. I told them I did not get the credit card, had them lock it down as soon as I found out, but they put the debt on me. I want is for them to remove the {$2900.00} from the XXXX credit agencies. If they do n't want to go after the people that took the money, and I told them where I thought it went thats their problem not mine. Thank You very much. I do at lease have one of the emails I sent PenFed last year. ( I NEVER GOT A CREDIT CARD, ONLY THE STATEMENT THAT HAS XED OUT NUMBER, I HAVE NO IDEA WHAT THE NUMBER IS, THEY NEVER SENT ANYTHING WITH THE CREDIT CARD NUMBER ). ( Member No. XXXX XXXX Account ( XXXX ) XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2015-05-13

Austin, TX

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: This is for a Home Equity Line of Credit : I applied for a home equity line of credit around XXXX XXXX, 2015. I received confirmation of credit score on XXXX XXXX, and a confirmation email with specific documentation requirements on XXXX. Documents required included : recent paystub, a XXXX settlement form, signed authorizations, a notification of appraisal cost, and a copy of homeowners insurance. On XXXX, I provided the paystubs and XXXX along with a copy of the XXXX. Insurance would be updated with PenFed as a beneficiary at the time of closing. On XXXX I transferred funds for the appraisal. I also signed the disclosures and provided insurance information on XXXX via email and via post. I also inquired on XXXX as to why I needed to sign the waiver of timing requirements for appraisal. Throughout this point, I never received a single response or confirmation to any communication I had with PenFed or XXXX XXXX. On XXXX I notified PenFed that I was also entertaining a proposal from XXXX Bank, and inquired about my conditional approval. Upon notification of the XXXX application, PenFed required a letter of application withdrawal from XXXX in order to move forward. I followed up again with PenFed on XXXX to explain the withdrawal letter requirement, which they explained was only required if I was cleared to close with PenFed and needed to be provided only prior to closing. I followed up what was explained to me by the customer service agent with XXXX XXXX my loan processor in email format, requesting her confirmation. No response. I also called into PenFed on numerous occasions to try and confirm the status of approval and appraisal. I called in on XXXX when appraisal had not been ordered, and confirmed that it was to be ordered on XXXX - funds were debited. On XXXX I called to follow-up about appraisal, where it was confirmed that although they took the funds, appraisal was not ordered - and was placed on rush. I was told that I would receive a call within 5 days to schedule. I received a call on XXXX ( XXXX call ) from XXXX XXXX that although they took the funds and thought an appraisal was ordered, it in fact was n't. She promised that I would be contacted within XXXX2 days. By XXXX I was not contacted, and as such, I sent an email on XXXX withdrawing my application and demanding a refund of my unscheduled appraisal. On XXXX I received a phone call indicating the appraisal order request did not go through, and it was being rushed, yet again. On XXXX my application was officially withdrawn. On XXXX my appraisal fee of {$470.00} was refunded, but the refund was backdated to the original debit date. On XXXX my appraisal fee was charged back for {$470.00}, while the application remains in a withdrawn status. At this point PenFed has not delivered the service, did not incur the appraisal cost, and has absconded with my money. I demand a full refund of the fee paid.
Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2015-05-10

Arlington, VA

Closing/Cancelling account

Credit card:

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-05-07

So Effingham, NH

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-05-07

Dallas, TX

Shopping for a loan or lease

Consumer Loan: Vehicle loan

Complaint: Hello. Please assist me in resolving an operational defect by Pentagon Federal Credit Union. I have a single auto loan product with PFCU. I initiated a single loan application in XXXX 2014. However, PFCU initiated XXXX separate hard credit inquiries on XXXX separate dates ( XXXX XXXX and XXXX XXXX ). I assert that there is no valid business need for PFCU to initiate separate hard inquiries within XXXX hours to decision my credit worthiness. This PFCU defect is more likely than not to adversely affect how the NCRAs score me. This is a defect under FCRA. Please take affirmative steps to assist in remediation of this defect and communicate your response. Sincerely, XXXX XXXX XXXX : XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-04-29

Aloma, FL

Communication tactics

Debt collection: Auto

Frequent or repeated calls
Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response