Consumer complaint received 2015-05-30
Company: PENTAGON FEDERAL CREDIT UNION
State: DC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
On XXXX XXXX, 2015, I applied for a mortgage with PenFed Federal Credit Union. The email I received on XXXX XXXX said " To assist you with the mortgage process, XXXX of our professional PenFed Mortgage Representatives will be in touch with you within 24 to 48 hours to discuss your application. '' No one contacted me within 48 hours. After 3 days, I called to inquire, they said they were busy and would call me by the end of the week. No one called. I called them again later that week, still nothing. 

On XXXX XXXX, I received an email from Penfed, asking me to " answer/confirm '' certain questions. On XXXX XXXX, I responded with answers to each question. 

On XXXX XXXX, I called Penfed leaving a voicemail asking to speak by phone just so I understood the process. I never received a response or follow-up call. 

On XXXX XXXX, I emailed asking if they needed anything on my end and what the next steps would be. I still have not received a response to this emailOn XXXX XXXX, I received an email saying " Congratulations on your pre-qualified mortgage ... Your processor will be ordering the appraisal and flood certification. If you do not receive a scheduling call for your appraisal by XXXX/XXXX/2015, please let her know. " On XXXX XXXX, I responded with the following message : '' Do you know where it will be held on XXXX and at what time? 

What other information do you need from me? Any other forms? 

On the day of, will I be providing you with my account information for deposit? Will you be wiring in the money that day? '' No response has been provided to date. 

On XXXX XXXX, I emailed asking " Are you free to speak with me this week by phone for XXXX minutes? I would like to discuss the process if possible. " On XXXX XXXX, the appraisor contacted me XXXX not Penfed ), and asked if they could come do the appraisal in my home. The appraisal inspection took place on XXXX XXXX ( still no final copy or notice if it 's been completed ). 

On XXXX XXXX, I emailed asking " I have not heard from you, but I did have the Assessor in my apartment last Tuesday. Are we still on track for a XXXX XXXX closing [ this was provided via a automated status update on XXXX XXXX but did not change over time XXXX? " On XXXX XXXX, I received an email from Penfed stating " I am currently assisting the mortgage department. I have reviewed your file and show the following items are still needed : Please provide a Letter of Explanation for the following recent credit inquiries. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- PENTAGON FEDERAL CRE XXXX XXXX/XXXX/2015 [ This is litterally their own credit inquiry for this mortgage, this is rediculous ] -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX XXXX XXXX/XXXX/2015 Please have your homeowners association complete the Condo Questionnaire that was previously provided. 

Please provide your last XXXX XXXX. [ I provided this information, XXXX, told them as such during these years, and provided tax returns in lieu of this information back on XXXX XXXX. XXXX are n't given to XXXX so this is factually impossible. ] Provide a satisfactory homeowner 's insurance declaration page showing our mortgagee clause and your new loan number. Complete insurance instructions can be found on page XXXX of the pre-qualification letter. [ I did n't understand this and inquired earlier, without receiving a response as to what they wanted ] '' Today is XXXX XXXX, and the closing may be on Tuesday, I do n't know because when I noted all of the problems in my mortgage process, the response given was that my Mortgage Processor " should be in contact with you soon. ''

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation