Consumer complaint received 2023-11-09
Company: PENTAGON FEDERAL CREDIT UNION
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
XXXX and flood insurance is in escrow with PenFed. XX/XX/XXXX PenFed sent {$620.00} to XXXX for policy renewal payment. XXXX was not mailed to XXXX agency per the invoice. It was mailed to a XXXX XXXX XXXX XXXX. XX/XX/XXXX XXXX cancelled flood insurance. XX/XX/XXXX XXXX returned check # XXXX {$620.00} to PenFed. XX/XX/XXXX XXXX voided check and sent letter/voided check # XXXX to XXXX. When the check had not been cashed for 90 days, Pen Fed voided that check. Fast forward to XX/XX/XXXX - PenFed did not issue flood insurance payment from escrow. XX/XX/XXXX PenFed issued letter requesting proof of flood insurance. XX/XX/XXXX I sent email to XXXX inquiring about flood insurance. XX/XX/XXXX I received email from XXXX indicating policy cancelled for nonpayment. XX/XX/XXXX I called PenFed ( XXXX ) and they stated payment was issued and I have flood insurance. PenFed promised XXXX hour return call confirming. XX/XX/XXXX No return call. I called PenFed. PenFed insisted my escrow account was credited {$620.00}. My XX/XX/XXXX XXXX XXXX Account XXXX XXXX did not reflect credit ( in fact, statement indicated my account was {$980.00} short - I paid shortage in XX/XX/XXXX ). PenFed promised a return call XX/XX/XXXX by XXXX PM. XX/XX/XXXX I called PenFed as I did not receive a return call. I completed flood insurance application and emailed application to PenFed and XXXX. PenFed promised resolution by XX/XX/XXXX. XX/XX/XXXX I called PenFed as no return call. XXXX indicated escrow being reviewed and XXXX XXXX, supervisor, would return my call. XX/XX/XXXX I called PenFed as XXXX XXXX did not return call. I was told escrow credit would be resolved by XX/XX/XXXX. I requested {$41.00} fee PenFed be waived as XXXX is reason why I had no flood insurance XX/XX/XXXX - XX/XX/XXXX. PenFed refused to waive fee. XX/XX/XXXX received voicemail from XXXX XXXX, PenFed research XXXX referring me to XXXX for {$620.00} credit as PenFed failed to resolve with XXXX. XX/XX/XXXX I called PenFed requested a copy of letter and voided check PenFed sent to XXXX as I was not cc 'd on correspondence made on my behalf. I was not aware I did not have flood insurance. PenFed said they could not send a copy of check or letter. I stated I could not address issues with XXXX as I didn't have a copy of letter or check. I do not know why check was voided to whom check was payable to. PenFed has not fulfilled escrow duties with due diligence or timely. PenFed did not follow up with XXXX and routinely fails to follow through with return calls or sending notification in writing. I had no flood insurance. Thankfully I did not have any claims. Bottom line- I am out {$620.00} and I can not establish credible communications with PenFed. Basically, they don't care about {$620.00} - it's not their money - it's mine. I have spent over XXXX hours on phone with PenFed. There is no resolution two months later.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief