Consumer complaint received 2020-10-19
Company: PENTAGON FEDERAL CREDIT UNION
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Subj : PENTAGON FEDERAL CREDIT UNION, MORTGAGE SERVICES Dear Sir/Maam, I am contacting CFPB because I believe Pentagon Federal Credit Union ( PENFED ) has mislead me in obtaining financial services through their mortgage department with particular attention to their loan officer and multiple loan processing personnel. 
Prior to the first week of XX/XX/2020, I had contacted PENFED two times requesting to speak with a loan officer, neither attempt was ever responded to. On XX/XX/2020, I was put in contact with PENFED loan officer XXXX XXXX. I explain to Ms. XXXX my intention of refinancing my current VA mortgage to get a better rate and payoff some personal debt to better my financial position with two children attending college in XXXX of 2020. 
My phone conversation with Ms. XXXX on XX/XX/2020, ended with her stating not to fill out the online loan application, that she was going to contact underwriting to see if she could get this loan approved. Please note that I did not request pre-approval for I already own my home and was not shopping for a new home. 
On XX/XX/2020, after receiving a couple of emails from Ms. XXXX, I received an email stating Ok, I have an approval but what is your monthly payment on your XXXX XXXX account? I was then sent a link to e-sign all the loan paperwork and submit other documents as well. I completed the process within 24 hours. 
On XX/XX/2020, I received a phone call from VA Appraiser requesting to come appraise my home which was completed on XX/XX/2020. MS. XXXX instructed me to immediately pay for the appraisal because non-payment would delay the closing of the loan. I obtained a Teller Check from XXXX XXXX XXXX XXXX in the amount of {$500.00} and had it expressed mailed for the amount of {$24.00} to XXXX XXXX XXXX ( CK # XXXX ) and it was cashed on XX/XX/2020 at XXXX XXXX XXXX  XXXX. 
On XX/XX/2020, I had received at phone call from PENFED, it was the loan processor, XXXX XXXX XXXX, advising he had everything he needed for my loan. He further stated he was waiting on the loan valuation report and the appraisal. He followed up with an email confirming the conversation. I informed Mr. XXXX that I received the appraisal and the loan valuation report on XX/XX/2020 from PENFED via express mail. He did not seem to comprehend that fact. 
On XX/XX/2020, I was growing concerned on what was taking so long to get a closing date. I sent an email to Ms. XXXX to inquire a closing date. It became clear through this exchange that neither Ms. XXXX nor Mr. XXXX were communicating. I then sent Mr. XXXX an email on XX/XX/2020, asking about the appraisal. On XX/XX/XXXX, I sent both Ms. XXXX and Mr. XXXX an email asking what was going on. Mr. XXXX responded on the XX/XX/2020, email stating he was waiting on the evaluation and the appraisal. 
On XX/XX/2020, I sent an email to Ms. XXXX regional supervisor XXXX XXXX, expressing concern over my loan and the lack of response from Ms. XXXX. Mr. XXXX responded on XX/XX/2020, stating he would have Ms. XXXX contact me. Also, on XX/XX/2020, I sent another email to both Ms. XXXX and Mr. XXXX advising both of the conversation between me and Mr. XXXX on XX/XX/2020, concern the receipt of the valuation letter and the appraisal sent to me by PENFED back on XX/XX/2020. 
On XX/XX/2020, Ms. XXXX and Mr. XXXX exchanged an email where Mr. XXXX stated this file is currently in the processing que and awaiting transfer by management. Please note that after receiving this exchange between Ms. XXXX and Mr. XXXX that Mr. XXXX was taken off my account and I was told was unavailable due to training. 
On XX/XX/2020, I received an email from XXXX XXXX of PENFED advising he was my new loan processor and that I was in Pre-processing as if I was moving in the wrong direction. He promised a speedy process with weekly updates. 
On XX/XX/2020, I called XXXX XXXX, the regional supervisor for PENFED and left a phone message as well as sending him an email requesting to speak with him. As of XX/XX/2020, he has never responded. 
On XX/XX/2020, I sent an email to the following individuals at PENFED requesting contact information for the President/Vice President of Residential Lending : Ms. XXXX, Mr. XXXX, Mr. XXXX, and Mr. XXXX : As of XX/XX/2020, none of the above individuals have responded. 
On XX/XX/2020, Ms. XXXX offer a rate reduction from 2.75 to 2.50 and I took the reduction with expiration date of XX/XX/2020, inline with the original lock-in date. I completed the e-signing within 24 hours of receiving the offer. 
On XX/XX/2020, I received a second email from XXXX XXXX stating my loan has been assigned to an Official loan processor, XXXX XXXX. So now the past two loan process have been demoted to Pre-Processing and again more miss-information. 
On XX/XX/2020, I received an email from Ms. XXXX requesting numerous documents to include a termite inspection. I had the termite inspection completed and submitted in 5 calendar days at a cost of just over {$1300.00} due in part that if I did not go with XXXX I would have to wait several weeks to get an inspection and therefore would have missed the XX/XX/2020, lock-in for the rate. She also requested other documents and before I could get them all she advised me on XX/XX/202, that my loan had been submitted to underwriting. 
On XX/XX/2020, I received an email from Ms. XXXX advising my loan was never approved and that she was waiting for initial approval from underwriting. Three months after submission a loan application through Ms. XXXX who advised she got approval ; I am now being told I was never approved. So, did Ms. XXXX provide false information? 
On XX/XX/2020, My lock-in expired and I did not hear anything from anyone at PENFED. I then went to the PENFED website, particular the Chairman of XXXX XXXX XXXX XXXX XXXX, where members may communicate directly with the Chairman of the board, I filled out the form and expressed my concerns and he never replied as the site expressly states to expect a response. I also sent an email to XXXX XXXX of PENFED, he has not responded to my email either. As of XX/XX/2020, I have not received any reply from anyone. 
On XX/XX/2020, I received another lock-in agreement from Ms. XXXX extending the process into XX/XX/2020. I executed the e-signing of the documents. On XX/XX/2020, I sent another email to Ms. XXXX and Ms. XXXX asking questions that both have failed to answer concerning my loan appraisal and the title company name and point of contact. 
On XX/XX/2020, I contacted PENFED customer service at their 800 number. I was told by the agent who identified herself as a third party that she would have my complaint elevated to the team that handles this type of complaint and that they would be calling me back shortly. It has now been 11 days and I have not received any calls from PENFED. 
On XX/XX/2020, I sent an email to Ms. XXXX and Ms. XXXX, concerning this entire process and whether PENFED has any intention of funding the loan. It has now been over 135 days since I officially applied for this loan and Im being told Im getting the loan but it is not approved. I have spent over {$1800.00} and continue to loss money in the form of interest and late penalties for my childrens education. Ms. XXXX stated to me that my loan back in XXXX was being delayed because of new home purchases and that I should expect 6-70 day turn around, again it has been over 135 days.

I have full documentation of over 200 pages and all emails. Please advise where I can mail them since scanning them is impractical. This is a formal complaint and I request to know if there is violation of federal lending laws as I have been led to believe by persons working in the industry. Thank you.

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