Consumer complaint received 2024-01-22
Company: PENTAGON FEDERAL CREDIT UNION
State: TX
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Personal line of credit
Issue: Getting a line of credit

Complaint:
After solicitation, I applied for a personal loan with my credit union, Pentagon Federal Credit Union. After submitting the required information a hard credit pull was initiated against my credit file by the credit union. I was approved for an amount ( {$20000.00} ) over and above the amount that I was requesting ( {$900.00} ). After approval I was notified by the credit union that I needed to submit a copy of my government issued identification ( driver license ). After reeceiving the link in my email to upload the documentation I followed up with the credit union, by phone, to ensure receipt of my submission. In response, they reported that they HAD NOT received my submission. After multiple attempts at submission through the provided link as well as through the website it was still unsuccessful. By this time, my personal loan application had reportedly " timed out ''. I did not find this out until I attempted to follow up on the status of my application. Upon receiving this news during conversation with a credit union representative, I was given the opportunity to reapply, which I did. Again, I was approved for the same amount with the same interest rate and repayment terms. At this time, and yet again, there was another hard pull inquiry made to my credit file. This makes 2 inquiries made against my credit file. I have been diligent in following the directions given to me from the credit union, even having provided a photo copy of the required documentation to the credit union 's provided P.O. mailbox as instructed. This was the 2nd personal loan application for the same loan. Again, I was instructed to upload my government identification to the website. At this time, and after having experienced the hurdles of the previous application, as well as the subsequent hard inquiries made againt my credit file, I requested that a DIRECT LINK be provided to me for the purpose of uploading the required documentation so that there would be no mistakes this time. I received the link in my email and immediately uploaded the required documentation several times. Soon after, I received an email stating that my documentation had been received and that a decision would be made within 1 to 2 days. After this period of time had passed I reached out to the credit union to assess the current standing and processing of my loan application. At this time I was informed that, yet again, my application had been withdrawn because the processing period had " timed out ''. This was after all of the diligence that I had put forth in attempts to avoid this situation once again. After this happened YET AGAIN, I was given the opportunity to apply again. Regretfully and in hindsight, I submitted a 3rd application for the same loan, same amount, same terms & interest rate under the same circumstances. My credit was, AGAIN pulled resulting in a 3rd hard inquiry to my credit file. This time I was denied the personal loan for which I was previously approved on 2 occasions within this short amount of time. My credit score and credit stance has undeservedly suffered and taken a LARGE reduction in points due to these transactions with this credit union, and through NO FAULT of my own. I want all of these inquiries to my credit file REMOVED IMMEDIATELY.

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 non-monetary relief