Consumer complaint received 2020-11-06
Company: PENTAGON FEDERAL CREDIT UNION
State: DC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
PenFed has threatened to report me to credit agencies for delinquency on a loan that is null and void. Despite breaching the contract on XX/XX/XXXX, PenFed 's lack of action to resolve the issue shows their intent is to defraud me of money by threatening to ruin my credit. A negative credit report would affect my continued employment in a national security position. A timeline is below. 

-- On XX/XX/2020, I signed closing documents with a notary that were supposed to be sent to the Title Company. It should be noted that, in the " Instructions to Escrow/Title/Closing Agent, '' the title company is supposed to contact PenFed if they were not able to close the loan. 

-- On around XX/XX/XXXX, I received a phone call from the Title Company, XXXX, telling me that my closing documents had been lost. XXXX promised to provide free fraud protection and credit monitoring. They have not provided such service. PenFed never contacted me regarding my lost closing documents. 

-- On XX/XX/XXXX, after no follow up from XXXX XXXX and after submitting several complaints online through the PenFed website and phone calls regarding the loan that never closed, I contacted my loan officer again to follow up on his assurances that this would be resolved. The people who fielded my calls on the PenFed telephone line said that they could not make a decision on whether I had to make the mortgage payment. 

-- On XX/XX/XXXX, after not hearing from Pen Fed, I contacted the title company and they reported that they are awaiting updated documents from Pen Fed given that so much time has passed since the original closing date and now. 

-- On XX/XX/XXXX & XXXX, I contacted Pen Fed multiple times by phone and never received the promise call back that this would be resolved. I asked if I had to make the XXXX mortgage payment. I was told by the Pen Fed loan officer on XX/XX/XXXX that there was no mortgage to pay. 

-- On XX/XX/XXXX, I called PenFed again, which led to email communications and promises that the issue would be resolved expeditiously. 

-- On XX/XX/XXXX, Pen Fed said that I would have to update some documents as so much time has passed. 

-- On XX/XX/XXXX, I received a phone call from PenFed noting that the original loan was null and void and that my portal would be updated. I asked for this confirmation to be sent in writing, which they failed to do. I am no longer able to see the details of the loan, but it remains on my account on the PenFed website. 

-- On XX/XX/XXXX, I re-signed the loan documents. 

-- On XX/XX/XXXX, I received a letter from PenFed alleging that I was delinquent on the loan and that I would be reported to credit agencies. After being hung up on twice by PenFed, I finally reached a manager that promised to raise my case with a supervisor who would contact me by phone and email. My loan officer also promised to resolve the issue this week. 

-- On XX/XX/XXXX, a PenFed representative left me a voice message asking me to call back. 

On XX/XX/XXXX, I spoke with PenFed representative who agreed that the XX/XX/XXXX loan should have been null and void. He said that his colleagues must not be reaching out to the right person at servicing to correct the error. He promised to call me on Monday with an update.

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