Consumer complaint received 2022-05-05
Company: PENTAGON FEDERAL CREDIT UNION
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
This is complaint related to credit reporting for a 90 day late, on a ( LOC ) line of credit/over draft acct that was associated with a now closed checking acct. 

The line of credit acct was closed prior to payment date, i did not received any letter or notification in the mail telling me anything about the acct being closed.This acct has a min payment of XXXX dollars, so would never be a problem for me to pay the XXXX dollars monthly payment at all and had been paying on the acct for several years without issue and was never late on the acct.I tried to make a payment on this acct more than a dozen times from XXXX  using the online system as i have always done.I did received a phone call and voicemails in XXXX or XXXX and 1 time while driving, from someone who stated they were from penfed collections but was a bit confused because they were telling me the acct is not closed and ask me to make a payment to bring the acct current which i agree to do, so i tried again later that day to make payment again using online tool from the website, but again was getting a strange error, i tried this more times diffrent weeks later, also tried transfer funds from my savings acct, tried also using diffrent external accts, also trying adding a new external acct, but always got somekind glitch or error, and initially thought it was an issue with the web site so waited few more days and tried again and again.I kept doing this because very hard to reach customer service on most days when calling into the customer service phone line, i would either be on hold a very longtime, another time i did eventually get through to a person, who then told me they need to transfer me over to the collection dept, and that time when she said she was transfering me, i then heard a dial tone so somehow the call got disconnected or dropped when being transfered.So right now i have 90 days late on my credit report, because so many times i have tried making a payment, but as of today i know i can nolonger do it online and but never notified in the past only recently was i told of this that i cant use online self service for my payments, i would either have to call in or send through the mail..Since at a later date i did get through to someone at customer service who was able to transfer {$85.00} from my savings acct to the credit acct so i could bring the acct current, and that person told me i would either have to call in to make future payments or send through the mail, so since XXXX i am having to mail in my payments through the mail since that is the only option.So i dont think i should have my acct on the credit report showing as 90 days late, for an acct i could have easily paid, considering payment is a min of XXXX dollars a month, and penfed does not provide any notification or correspondence telling me that i can nolonger pay this acct online which is the only way i have ever made the payments in the past.So i would like the 90 day removed, since i had the expectation i can pay my acct online as i have always done since the acct was opened.

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