Consumer complaint received 2015-05-13
Company: PENTAGON FEDERAL CREDIT UNION
State: TX
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Application, originator, mortgage broker

Complaint:
This is for a Home Equity Line of Credit : I applied for a home equity line of credit around XXXX XXXX, 2015. I received confirmation of credit score on XXXX XXXX, and a confirmation email with specific documentation requirements on XXXX. Documents required included : recent paystub, a XXXX settlement form, signed authorizations, a notification of appraisal cost, and a copy of homeowners insurance. On XXXX, I provided the paystubs and XXXX along with a copy of the XXXX. Insurance would be updated with PenFed as a beneficiary at the time of closing. On XXXX I transferred funds for the appraisal. I also signed the disclosures and provided insurance information on XXXX via email and via post. I also inquired on XXXX as to why I needed to sign the waiver of timing requirements for appraisal. Throughout this point, I never received a single response or confirmation to any communication I had with PenFed or XXXX XXXX. On XXXX I notified PenFed that I was also entertaining a proposal from XXXX Bank, and inquired about my conditional approval. Upon notification of the XXXX application, PenFed required a letter of application withdrawal from XXXX in order to move forward. I followed up again with PenFed on XXXX to explain the withdrawal letter requirement, which they explained was only required if I was cleared to close with PenFed and needed to be provided only prior to closing. I followed up what was explained to me by the customer service agent with XXXX XXXX my loan processor in email format, requesting her confirmation. No response. I also called into PenFed on numerous occasions to try and confirm the status of approval and appraisal. I called in on XXXX when appraisal had not been ordered, and confirmed that it was to be ordered on XXXX - funds were debited. On XXXX I called to follow-up about appraisal, where it was confirmed that although they took the funds, appraisal was not ordered - and was placed on rush. I was told that I would receive a call within 5 days to schedule. I received a call on XXXX ( XXXX call ) from XXXX XXXX that although they took the funds and thought an appraisal was ordered, it in fact was n't. She promised that I would be contacted within XXXX2 days. By XXXX I was not contacted, and as such, I sent an email on XXXX withdrawing my application and demanding a refund of my unscheduled appraisal. On XXXX I received a phone call indicating the appraisal order request did not go through, and it was being rushed, yet again. On XXXX my application was officially withdrawn. On XXXX my appraisal fee of {$470.00} was refunded, but the refund was backdated to the original debit date. On XXXX my appraisal fee was charged back for {$470.00}, while the application remains in a withdrawn status. At this point PenFed has not delivered the service, did not incur the appraisal cost, and has absconded with my money. I demand a full refund of the fee paid.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief