Consumer complaint received 2021-11-02
Company: PENTAGON FEDERAL CREDIT UNION
State: VA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
My husband and me have Home Equity Loan ( # ) since XXXX in Penfed Credit Union. Now they has been rejecting our payments for the existing Home Equity Loan for almost three weeks and {$22000.00} are disappeared. 
On XX/XX/XXXX, they switched to a new software platform with the goal of improving everything and everyone. They changed our Home Equity Loan number ( # Docum 2 ). The result was : 1. All our Home Loan payments since XX/XX/XXXX, which was transfered with great difficulty ( {$22000.00} ), were canceled by " the new platform '' and the money disappeared. They are not in the savings account ( where they were transferred from ), they are not in the Home Equity Loan account. 
2. The payment time gap in 1.5 years has disappeared. We have been creating it for the last two years paying a slightly larger amount each time to have " an safety cushion '' during a pandemic ( in the old software version our next payment was scheduled for XXXX ) 3. The online access to transfer money between PFCU saving account and the new PFCU Home Equity Loan account was destroyed- the software does not work in any of the browsers ( XXXX, XXXX  ). We can only look at the screen and be horrified at the results of the exercises on the new platform at our expense. 
4. The direct transfers of money from any external financial institutions to the PFCU Home Loan account now impossible. This can be done only from PFCU bank account. 
5. I was dropped out of the new Home Equity Loan number- there is now only my husband 's surname. So when I arrived on XX/XX/XXXX at the branch in XXXX XXXX XXXX, VA with the original Home Loan documents- where my name is present - they simply refused to talk to me ( it was the woman named Ambush ). 
6. Clerks sitting in branches also lost access to clients mortgage accounts. They are can't doing nothing for us. 
7. If we manage to get through on the phone, the different people have a different answers, their answers are not to the point. The main answer is that they have a mess with new platform. They promise to correct the situation, and in fact the correction follow exactly the opposite. 
Chronologically, our torment looks like this ( we have all screenshots of transactions and I can attach them ) : On XX/XX/XXXX I brought {$3500.00} in cash to the PFCU office in XXXX, VA, and deposited it into my husband 's saving account ( Docum XXXX ). At the same hour the husband try transferred online {$3200.00} from his saving account to the XXXX XXXX account ( according to the new software platform, XXXX XXXX ). The next day the principal balance decreased, but on Monday, XX/XX/XXXX ( XXXX XXXX, XXXX XXXX ), it returned to its original amount as on XX/XX/XXXX. After an hour of phone talking XXXX XXXX XXXX offered to pay again, but count as if not payment on XX/XX/XXXX, but on XX/XX/XXXX ( this means that interest is calculated over a longer period ). When we asked talk to a supervisor- XXXX said that he was not there and he would call us back ( did not call back ). On XX/XX/XXXX I went to main XXXX XXXX in XXXX VA clarify the situation. XXXX XXXX explained that he did not have access to our XXXX XXXX account and could only ask for payment over the phone again. The mysterious man from the phone said : the previous payment on XX/XX/XXXX through the new platform was made incorrectly - to old account. XXXX again asked to transfer the money to the correct new account. The operation was reflected in the account not immediately ( as was the case with the old software ), but the next day XXXX XXXX XXXX XXXX 
In fact, realizing that the new soft is complete horrible and that difficult times are beginning for clients, we decided to extremely reduce the balance of our XXXX XXXX in PFCU. 
On XX/XX/XXXX at XXXX AM we called the home loan department and asked XXXX XXXX XXXX to transfer {$9900.00} from my husband 's saving account towards the principal balance of the XXXX XXXX XXXX. The amount left the account and went to the loan, reducing the principal balance by the specified amount ( Docum XXXX ). 
On XX/XX/XXXX, at XXXX AM we again asked XXXX to transfer {$9800.00} from the saving account toward the principal balance ( Docum XXXX ). On XX/XX/XXXX this amount was debited from the saving account ( Docum XXXX ) but did not come anywhere. On XX/XX/XXXX I went to PFCU branch in XXXX XXXX XXXX in VA to find out where the money went. They did not talk to me due to the absence of my name in the new account. On XX/XX/XXXX my husband called the XXXX XXXX department- no any result. Another lady could not find where the {$9800.00} amount had gone and offered to just wait. 
But already on XX/XX/XXXX we saw on the computer screen that on XX/XX/XXXX ( Docum XXXX ), part of the home loan payments ( {$13000.00} ) has been canceled by someone, and the last payment on XX/XX/XXXX in the amount of {$9800.00} was marked as a " mortgage payment '', but the princial balance at the same time did not decrease. Accordingly, our principal balance returned to its original position as of XX/XX/XXXX ( Docum XXXX ). At the same time, the day of our next payment also returned to XX/XX/XXXX- as if we had not paid anything since XXXX. The canceled payments were not returned back to the saving account ( XXXX XXXX ). 
Thus, the amount of {$22000.00} was stolen by the new platform. This is dead end. 
We ask you about help : to oblige the mortgage department PFCU 1. Get our money back. 
XXXX. Return all of our payments made in XXXX to the home loan account in accordance with the original dates of our requests. 
It means : {$3200.00} - XX/XX/XXXX {$9900.00} - XX/XX/XXXX {$9800.00} - XX/XX/XXXX XXXX. Recalculate the interest and principal balance according to these amounts and dates. The Ending Balance must be {$18000.00} ( XXXX XXXX ) XXXX. Our further payments must be made without fraudulent schemes. If the new software doesn't allow it, go back to the old XXXX. At least for the period until the new year. For 10 years of cooperation the old software deserves XXXX stars. 

And in conclusion : The " new platform '' has taken both clients and clerks from branch PFCU to the extreme. I would like to know who wrote the new software and for how much money.

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 monetary relief