Consumer complaint received 2022-04-12
Company: PENTAGON FEDERAL CREDIT UNION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
On XX/XX/XXXX I got a cashiers check from XXXX  XXXX XXXX in the amount of {$4000.00} to send to Pentagon Federal Credit Union to satisfy a outstanding mortgage payment. The name of the business ( Penfed ), the account number, and my name and address as the sender was printed in the check as well as PenFeds address. After a months time and no credit issued to my account, I contacted Penfed on XX/XX/XXXX and spoke to XXXX to see why the payment had not been posted to my account. Although very professional, she was unable to assist due to the limited information her system allowed. She then transferred me to XXXX in the Mortgage Retention Department to further assist. Upon speaking to XXXX ( who was also very helpful and professional ), she advised that the system states that Penfed returned my cashiers check to me on XX/XX/XXXX. She was unable to explain to me why the guaranteed funds where sent back. I decided to wait a few more days to see if I would receive the check back. On XX/XX/XXXX I still had not received the check back so I contacted Penfed again and spoke to XXXX. I advised her that I still hadnt received the cashiers check back that they allegedly mailed back to me. I requested the tracking number for the check so I can check into it myself. After placing me on a brief hold to make contact with that particular department she returned to the line to tell me that there is no tracking number available. I find this very disturbing for several reasons but the most notable reason being that I went through a similar situation with Penfed in XXXX of XXXX. I mailed a cashiers check to them in the amount of {$2500.00}. They sent it back to me in a standard overnight envelope date XX/XX/XXXX at XXXX via XXXX. Again, this is important to notate as this protocol wasnt followed with the second cashiers check I sent them. There is no tracking information on a {$4000.00} check! XXXX advised she would escalate the information to upper management. I called Penfed back ( again ) on XX/XX/XXXX to follow up. Because that was a Saturday, the representative advised me to callback on Monday to speak to someone who should be able to help me. On that same day ( XX/XX/XXXX ), I went to my local XXXX  XXXX XXXX branch with my cashiers check receipt in hand to see if there was any activity for that check. The branch manager advised the only activity was when the check was originally issued on XX/XX/XXXX. I advised him that the check was allegedly sent back to me and requested a stop payment on the check in an effort to get my money back so I could at least wire the money to Penfed. Unfortunately, the branch manager stated that their bank policy only allows them to do a stop payment after 90 days. On Monday, XX/XX/XXXX I called Penfed yet again extremely frustrated and spoke to XXXX. XXXX looked at all the notes on my account and advised that he was opening up a task to send to upper management to find out where my money is. I advised him that the previous Penfed representative XXXX already did that and I havent received a response yet. Upon further review, XXXX advised that he can see where I spoke to her and she notated the account, however, he didnt see where it was escalated. XXXX also checked the system and could not see a tracking number or any evidence that the check was actually sent back to me. Other than PenFeds word that they mailed the check back, there is no evidence of such, however, I have evidence that I have not received the check back. Although Im perplexed as to why they would mail a check back following a different protocol then theyve used before ( which was XXXX and a tracking number ), I went a little further. Approximately 4 years ago, I signed up for informed delivery with the USPS. I receive an email every morning from USPS with scanned images of mail arriving to my residence for that particular day. I meticulously combed through every email for the month of XXXX and to this very day and strangely the only piece of mail I received from Penfed during the 5 week span of my research was a letter dated for XX/XX/XXXX that I actually received 6 days later on XX/XX/XXXX but STILL no check. At the point of sounding redundant, how is it that I received written communication from Penfed within 6 days, but I still havent received my check back? To date, it has been 26 days since Penfed say they mailed my check back but as previously stated, I can prove that I have not received any mail from them besides whats listed above but they cant prove or show in any fashion that my check was actually mailed back to me. There is literally nothing anyone can do with that check seeing as how its made out to Penfed, not even me and it was my money and even I cant even put a stop payment on the check! At this point, I need answers and this situation needs to be resolved with Pentagon Federal Credit Union immediately. Lastly, I would like to mention that I also have a copy of the check and I have my original receipt. Its not a situation of Penfed not receiving the funds but more a matter of them sending it back with no evidence of such.

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