Consumer complaint received 2020-11-06
Company: PENTAGON FEDERAL CREDIT UNION
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
On XX/XX/2020 I made my usual mortgage payment. On XX/XX/2020 I made another payment plus {$200.00} towards principle. I realized that my payments had not been deducted from my checking account. Assuming that I had made a mistake, I made another payment on XX/XX/2020 plus {$200.00} towards principle and it shows that I made that payment twice on the same day which isnt even possible because of how PenFed payments are set up. I then saw a payment on XX/XX/XXXX which I did not make but it has since then been removed. My mortgage information stated that I had made the payments and that my principle had gone down yet I noticed that the payments had still not posted to my checking account. I called PenFed and the agent noted that the payment method was not my checking account number but was actually the loan number I was making payments on. ( There are two home equity loans that this is occurring. ). The agent and her supervisor could not fix the problem and I was told I would get a call back. No call back-no resolution. I continued calling and repeating the problem and continued to be told that I would get a call back. No call back-no resolution. At some point, PenFed noted that the payments were erroneous allocated and noted that the payments had been reversed ( NSF ). Then they took one of the XXXX payments and annotated a late payment. Meanwhile my interest rose to pre XX/XX/XXXX levels and the payment they took still did not get deducted from my checking account-it was deducted from the loan account! All of my previous payments and the one they took were never credited to my equity account ; it was noted that my payments were late or nonexistent. I continued to call with no resolution or call back. At times I am unable to connect to the accounts and I am not able to download any statements and the payment methods are still incorrectno one is able to fix them. Additionally, within a week, I received three statement on one of the accountsXXXX XXXX for XXXX which is not my regular payment amount due XX/XX/2020 and outstanding principle of {$150000.00}. Another on XX/XX/2020 for a payment due on {$3100.00} and principle balance on {$160000.00} due on XX/XX/2020. Another on the XX/XX/XXXX with a payment of {$1500.00} and principle balance of {$160000.00} due on XX/XX/2020. The second equity loan I only received one statement for XXXX but the principle balance has grown by a XXXX dollars +/-. As of XX/XX/XXXX the payment method on both accounts is still wrong and I can not make a payment. After many frustrating calls and no return calls or messages ( I have also sent messages to them which they have deleted ) I need assistance. For years I have worked diligently to reduce the principle and pay my loans off early only to have the interest compounded as though no payments were made. Furthermore, I have NEVER made a late payment-my payments are generally early and I had a three month buffer with no payments being duenow I have late payments and bounced checks on my record.

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