Consumer complaint received 2016-09-16
Company: PENTAGON FEDERAL CREDIT UNION
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker

Complaint:
Hello, I had recently applied for a mortgage with Pentagon Federal Credit Union. This experience I do not with upon anyone. Started my research by looking for a XXXX % down product with Pentagon Federal had.. I called in on XXXX XXXX with XXXX XXXX who had explained the product to me in absolute clarity ... He said it is a XXXX % down with a XXXX ARM first mortgage and a XXXX mortgage a 15 year loan fixed@5.99 %. The credit score requirement is XXXX on the XXXX mortgage. So I was super excited and applied for a loan ( BTW i had a personal loan with penfed which i paif off in full ). Once I applied I received an email from an XXXX XXXX ( loan officer ) and she properly introduced her self and asked for all of the documents needed. I went ahead and submitted all that was required of us ... Then I had to keep bugging XXXX and asking where is the pre approval? She said I am working on the XXXX mortgage but I have the approval for the first. So I kept asking for a time frame and I got nothing back. Then all of a sudden I have a new loan officer XXXX XXXX and she said from here on she will handle my file with an underwriter named XXXX. What happened to XXXX? Well XXXX just does the initial portion of the process. Same thing this whole back and forth ; then I was asked for my XXXX 's and pay stubs and my wife 's XXXX 's as well ... I went ahead and re faxed it, this was the second time. XXXX and XXXX claim they never got it.. Now they keep asking me for information. On top of that XXXX says we can no longer offer you the ARM it now has to be a fixed mortgage because of your DTI. It took them over a month to figure it out and in the mean time nothing re : the XXXX mortgage. I then had an opportunity to speak to XXXX and explain how long ago my short sale has been out there ; I mentioned it has been 4.5 years. I asked her does she need supporting docs for the short sale and she said no. At this point I am still waiting. And all of a sudden XXXX is back now and she is handling the loan process. Again she is requesting the XXXX which I think they lost ( XXXX our info is floating around ) ... Then on XX/XX/XXXX I got an email from XXXX that there was a decision and the letter is attached and she would call me to discuss ... It was a decline letter due to my short sale that occurred on XX/XX/XXXX which she knew about. I emailed her before the long weekend and left her a VM and got nothing back. At this point I sent another email and did tell her I am upset and will be filing a complaint with CFPB. I had also emailed a complaint to PENFED directly and heard nothing back. Either they are n't very good at handling loan files/ or do not know products/ or do not know underwriting or just plain ignorant. I have never seen anything like this and i am in the industry ... I do n't wish this on my worse enemy.

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