Consumer complaint received 2022-12-18
Company: PENTAGON FEDERAL CREDIT UNION
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
- My PenFed used auto loan was created on XX/XX/XXXX and I linked my XXXX XXXX XXXX XXXX bank account as an external account in the PenFed loan portal - To set up my account information, I used PenFed 's immediate verification portal which notes that it uses XXXX as the " security third party that will verify your banking account '' - I completed the immediate verification process and my XXXX XXXX XXXX XXXX account appeared in the PenFed external account portal - I attempted to make my first payment on XX/XX/XXXX in the amount of {$640.00} ( which is within the 2-month first payment window, so the payment was sent on time ), and received a rejected payment charge on XX/XX/XXXX and a late charge on XX/XX/XXXX. 
- I was *not* aware of the first rejected payment, and made a second payment to PenFed for the used auto loan on XX/XX/XXXX in the amount of {$640.00} and received a rejected payment charge on XX/XX/XXXX - I was made aware of the rejected payments and attempted to make another payment to cover the first 2 due periods on XX/XX/XXXX in the amount of {$1700.00}. That payment was also rejected - My credit report had a delinquent payment note added to it from the PenFed used auto loan line of credit - I talked to a PenFed representative on the phone on XX/XX/XXXX and was able to make a payment in the amount of {$1700.00} to cover the first two pay periods using a different bank account - On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I had 3 rejected payments from my XXXX XXXX XXXX XXXX account when I tried to make my regular payment in the amount of {$640.00} - I found that XXXX XXXX XXXX XXXX XXXX account that was set up using PenFed 's immediate verification software had the wrong bank account information**. 
- I corrected the account information, and sent a payment of {$2000.00} to cover the past 3 rejected payment periods on XX/XX/XXXX - I spoke to a representative named XXXX at PenFed 's accounts department in late XX/XX/XXXX to discuss the information being incorrect and they made a note that he would start an investigation. I called again in late XX/XX/XXXX and another representative was not able to find any open investigation. 
- I made a a payment on XX/XX/XXXX in the amount of {$1200.00} to bring my account up to date while I tried to sort out the credit report investigation issue- I called XXXX 's accounts department once more in XX/XX/XXXX and spoke to a manager who said that I would have to call again to speak with XXXX to hear more about the investigation. The manager said they would follow up but I did not hear back after that. 
- I sent another payment for {$1700.00} on XX/XX/XXXX to once again bring my account up to date since my subsequent requests to PenFed has not resulted in any investigation, even after being in contact with the late payments and accounts departments.

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 explanation