Consumer complaint received 2022-04-15
Company: PENTAGON FEDERAL CREDIT UNION
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem related to refinancing

Complaint:
Hello I am writing this demanding a response from the branch manager at this location or the president of pen fed. I refinance my vehicle in XXXX XXXX and as of today pen fed stated that they dont have my title to my vehicle nor my update insurance information to which I provided to them by mail, upload and in person on XXXX XX/XX/22 .To The same lady who haves been handling all of my documentation from the beginning. I have receiving threatening letters and emails demanding the following documentation .when I call the Branch it go straight to customer service to which I get the run around to whom I am supposed to speak to.On XXXX XX/XX/22, I finally had a chance to speak with someone who was trying to assist me young lady called that particular branch in XXXX she stated she spoke to the branch manager her response was that all titles get mailed out to California once they received, so I explain to her I was there on XXXX XX/XX/22 today is XXXX XX/XX/22 .The title company in California is still stating that they dont have my title!! The manager also stated customer service agent who is in charge of mailing the titles to XXXX was not available that day and she was unaware on how to retrieve them to assist us To which I found to be totally unacceptable if shes a branch manager!!!! ( ( ( No names ) ) ) were given upon request!!!! at the time of the conversation but Im quite sure it was properly documented. So today XX/XX/1922, I had the pleasure of speaking with a young lady by the name of ( ( XXXX XXXX ) ) Who also explains to me that no documentations where received but she went above and beyond and tried to get the matter expedited she was unable to complete the matter and she stated to me I should go back out to the Pen Fed location in XXXX Maryland which is an hour and 45 minutes almost 2 hours away from my home!!!! request to speak to the branch manager and the young lady to whom I gave the documents to and also that an extension has been placed on my account!!!! which I told her which is extremely unacceptable to me as a consumer because Ive done everything I was supposed to do on my part .so I was to not be penalized or need a waiver placed on my account for something that was done by Pen Fed s negligence me and my husband have been paying on this loan since XXXX XXXX With no knowledge that the proper documentation was not processed until recently me and my husband deserve answers and this is so disheartening and so unacceptable from such a XXXX XXXX XXXX something needs to be done about this matter and all of the Managers and employees involved. Ive submitted documentation to the CFPB today and I also submitted documentation over to the FTC. So me and my husband is hoping for a prompt response To which this is and may affect our credit since the interest rate is at stake due to the fact that Pen Fed is stating that they did not receive proper documentation our next step is to reach out to our attorney.

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