Consumer complaint received 2022-08-04
Company: PENTAGON FEDERAL CREDIT UNION
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
Orginal first complaint : I had a joint account with pentagon credit union with my wife in XXXX we divorced, sold our home, and paid all of our credit cards off I wanted to close the account out but pentagon assured me i could just be removed from the account. we talked and i asked for an email with evidence of it to make sure. i was sent an email the day of my removal with a balance showing i did talk to them, i also was removed from most parts of it but they missed one thing. later on i noticed it on my credit report, i called many times, they said they couldnt find any link of it so i submitted for it to be removed from XXXX twice but they Pentagon then would say i am part of it. my ex died recently and then i get a call from pentagon saying im on the hook for it, I have called many times since and keep running into issues. the second before the last time i called, a lady finally found me linked to the account but her supervisor told me tough luck even though i explained the chain of events. the last time i called they wouldnt talk to me till i submitted my id cause they couldnt verify my date of birth when i called. this is stressful and i feel powerless to do anything outside of spending a ton of money to prove this isnt fair so my credit score isnt killed completely cause they are dinging me for late payments since her death. 

addition : That complaint was closed when they showed that I had at one time added myself to the card like I was denying I was added to the card. I am stating that I talked to penfed and they said they removed me and their argument is that they dont have any evidence of the call or even see how this could be a failure on their end. 

I have bank statements from XX/XX/XXXX, when a call was made to penfed to pay off the card. At that time and one other time I talked to another person who assured me, regardless of their official response that I was at fault for them lying to me. My name after that call was removed from any reference to the card but not the liability which is what I requested on the phone. 

This idea that I would pay the whole card off, and then want myself to be liable for my now ex wife 's card is insane. I wanted to close the account, penfed assured me I didnt have to, if I were to get legal people involved and they asked for that conversation would your company still say I am liable even when you can see clearly and common sense wise, exactly what I was trying to do. This is not me wanting to remove myself of debt, there was none, it was paid off, I was asking to be removed when it was basically zeroed out after paying it all with a one time XXXX payment and a request to not be liable for anything after. 

I have an email from XXXX XXXX and XXXX XXXX from Penfed after a similar conversation where he sent a follow-up email with the current balance at the time.

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