Consumer complaint received 2023-10-28
Company: PENTAGON FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Recently, I relocated to XXXX  from XXXX  and encountered significant difficulties with this bank. I opened an account with them because I wanted to get a mortgage. Initially, I used my XXXX  address, which was still my legal address at that time, as my house was not yet sold. I was also aware that the bank would check my credit to open the account and the address should match. 
After opening the account, I requested them to change my mailing address to my post office box in XXXX since I was living in hotels until I could purchase a house. They asked for ID verification in-branch, which I promptly provided. 
When it was time to buy a house, I requested them to wire my escrow funds, which they did without a problem. However, the majority of my funds were still in XXXX XXXX  in XXXX, and I needed them to wire money for my closing. XXXX XXXX  would not do this over the phone, and I had to go in person. Unfortunately, there were no branches near me. 
I asked XXXX  about transferring money to PenFed, and was told that the only method from XXXX was through bill pay. I proceeded with this process, which took 10 days due to PenFed 's claim of not accepting electronic transfers. PenFed then placed a hold on the funds. 
The closing company informed me that I needed to prove I still had the XXXX XXXXXXXX in any bank and did not withdraw it. I showed them the pending status in PenFed, but they could not use this. I contacted PenFed on XX/XX/XXXX and asked when the hold would be released, and was told XX/XX/XXXX. 
After a series of requests for them to release the hold, I was told to send proof the funds were withdrawn from XXXX. My statement had not cycled yet so I sent a pdf print out of my transactions from XXXX wrbsite. They did not accept this because it did not have my name or acct #. It did contain the transaction and showed the check #. I gave them the only thing I could get from XXXXs site. I was then locked out of my PenFed account for XXXX days. I stopped calling because i didnt want to have a XXXX from the stress they were causing me. On the evening of the XXXX, I was able to log back into my account with the same credentials, but the funds were still not released. 
When I called again, for the XXXX or XXXX time, they informed me that they would not release the funds indefinately until I provided the requested proof. I questioned this protocol and was told it was due to the large sum of $ XXXX. I had to remind them that the money came directly from a bank, not a personal check. Do they do this to ALL bill pay transfers or was it just me. Make this make sense to me. 
I asked to speak to a supervisor and while on hold, I checked XXXX XXXX  and my stmt cycled earlier that day so I was able to obtain a screenshot from XXXX XXXX showing the withdrawal. It contained the bank name, my account 's last digits and my name. All the info they requested. I uploaded this before the supervisor got on the line Upon speaking with the supervisor, I felt that their actions were XXXX  motivated. Despite providing the requested proof, and doing every single thing they asked of me I was informed that the fraud department must now review my upload, which could take XXXX days. This could have all been resolved by a phone call to XXXX XXXX XXXX  provided a nice letter letting them know the funds came from a mutual customer and provided a letter with a number they can call with any questions This experience has led me to plan to close this account once my house purchase is completed. I have a good job, good credit and earn a decent income, yet I have never been treated like a criminal before. I choose not to engage with institutions that display such behavior. 
I 100 % believe this is a XXXX motivated incident and if I were a XXXX XXXX this would have played out a lot differently. I want my money released immediately. I am not providing anything further. I went to the branch and proved I am who I am. The check was from a bank. This is unfair and XXXX of them.

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