Consumer complaint received 2019-11-07
Company: PENTAGON FEDERAL CREDIT UNION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am writing this letter to 1. report fraud on my mortgage account at Pentagon Federal Credit Union , 2. your engagement in resolving this issue and also taking corrective steps in restoring things back to normal so that it is never repeated by those who perpetrated this fraud.

I would not have brought this to your attention or sought your assistance if the folks at Pentagon Federal were cooperative when I called them as per the instruction I received in a letter reference # : xxxxxxxxxxxxxxxxxxxxxx dated XX/XX/2019. 

The Premise : My existing homeowners insurance policy ends on XX/XX/2019. Therefore, on XX/XX/2019I engaged XXXX and initiated a NEW POLICY starting XX/XX/2019.  When I received a set of new policy documents in the mail, I was surprised to see that the insuance was NOT with XXXX but instead with XXXX XXXX. After giving it a lot of thought I decided to keep XXXX XXXXXXXX  UNTIL XX/XX/2020 as it didn't really matter as to who I am insured with as long as the cost of insuring was reasonable. The NEW POLICY with XXXX XXXX was PAID IN FULL for the ENTIRE YEAR and there were NEITHER UNPAID NOR PENDING payments on this new policy. After receiving this policy from XXXX XXXX I DID NOT intimate Pentagon Federal Credit Union about this policy or the BINDER NUMBER as I wanted to do it myself toward the end of XXXX approximately 2 weeks before the end of the month ( XXXX ) that is before the NEW POLICY commenced. 

The Fraud : Out of the blue, on XX/XX/2019 I received a letter reference # xxxxxxxxxxxxxxxxxxxxxx dated XX/XX/2019 from Pentagon Federal Credit Union asking me to REIMBURSE Pentagon Federal Credit Union RANSOM MONIES which some ARROGANT IRRESPONSIBLE staff at Pentagon Federal Credit Union paid to XXXX XXXX without my consent. This letter includes NEITHER any past discussions with me about the already existing and currently actively running HIJACKED POLICY, the DATE of the Hijack, AMOUNT involved in the RANSOM, NOR the date & time of this change to my Pentagon Federal account before making this changeover to XXXX XXXX which is EXTREMELY SHARP, SLEAZY and ARTFULLY DECEPTIVE practice by those who perpetrated this fraud/hijack. 
In the letter I was informed that my existing active policy was being replaced by a NEWER policy which Pentagon Federal paid for without my consent. The amount that was negotiated by your staff with XXXX XXXX or the date from when my old policy became ineffective was NOT COMMUNICATED to me. All that I was adviced in the letter was to PAY UP a RANSOM MONEY ( amount not specified ). The SABOTAGE of my Pentagon Federal Mortgage Account WITHOUT MY CONSENT where my current ACTIVE policy was DECEPTIVELY HIJACKED using a policy that I NEITHER knew of NOR agreed to has in my OPINION FINANCIALLY BENEFITED someone who PROBABLY received money UNDER THE TABLE to PERPETRATE this SABOTAGE. This CRIMINAL PRACTICE MAY BE COMMON in the Insurance Industry but I am NOT WILLING TO dance to the tune of the Robin Hood who has led this SAGA. 
For a few hours after I received this letter reference # xxxxxxxxxxxxxxxxxxxxxx I was extremely disturbed thinking of the extent and the DEPTH of CORRUPTION that was perpetrated by " person '' or " persons '' on my account by COLLUDING with one or more entities at the Insurance company outside the realm of Pentagon Federal Credit Union. 

As per the instruction in the letter reference # xxxxxxxxxxxxxxxxxxxxxx, received on XX/XX/2019, at  around XXXX XXXX I called your Insurance Service Center @ XXXX ( XXXX ) XXXX. When I called this number a woman took the call started to play with words and hence avoid taking responsibility for actions/sabotage at Pentagon Federal Credit Union that led to this letter because she spoke as though she was just employed at Pentagon Federal Credit Union to merely collect her paycheck without helping a customer whose account at Pentagon Federal Credit Union was hijacked. She told me that her job was to just TRACK Insurance. When I asked her as to what exactly TRACK INSURANCE meant, that's when she started playing around with words and basically trying her best to avoid giving me any DIRECT ANSWERs. After talking to her for a bit it was clear to me that she was MERELY PLAYING AROUND so that I would eventually get frustrated and drop the call. Since I am not a quitter and she having realized that fact, we got into an argument where she instead of first listening to my reasons and later responding started TALKING OVER ME. Having realized here extent of ARROGANCE I decided to practice her OWN GIMMICK by TALKING OVER HER, basically giving a taste of her OWN MEDICINE. Realizing that she was trying to conversationally SUBDUE ME, I REFUSED to acknowledge or ENTERTAIN her MIND GAMES, so I asked her as to what exactly she was up to, after which she disconnected the call saying I was IRATE. When I told her that I was indeed IRATE there was DEAD SILENCE on the line because she had already VOLUNTARILY disconnected the call and ran for the nearest exit. 

Conclusion : Since this ENTIRE DRAMA sounded EXTREMELY FISHY, I knew it was the right thing to ENGAGE people at the top tier of management at Pentagon Federal Credit Union instead of beating around the bush and running in circles with people at the bottom of the corporate ladder where each one tries to scratch each other 's backs to win FUTURE favors while this fraud continues UNDETECTED by the management at Pentagon Federal Credit Union. 

To conclude, I am not responsible for the consequences following this sabotage or ransom that I am being asked to cough up by some employee at Pentagon Federal Credit Union. It is the LEGAL DUTY of those who sabotaged my account to return the funds disbursed to XXXX XXXX FOR MY mortgage account back to Pentagon Federal Credit Union instead of holding me at XXXX XXXX  with a XXXX LETTER that acts as a COVER for someone else 's DEADLY ADVENTURE which for them may be a ROUTINE PRACTICE at Pentagon Federal Credit Union for making a FORTUNE on the side, that has gone UNNOTICED by the management at Pentagon Federal Credit Union till date that is, until I addressed the SAGA through this letter. 
Today, XX/XX/2019 when I called the XXXX XXXX office of the Pentagon Federal Credit Union I was told by some woman that I CAN NOT REPORT a fraud via phone and it can be ONLY done via EMAIL. She was ready to offer an email address but I declined saying that I do not want the XXXX who are busy hacking our networks to view my complaint. Since what she was JIVING didn't seem right I disconnected the call and called again to an office in TEXAS and what that person there told me was that, 'yes ' we have an ENTIRE DEPARTMENT to handle FRAUD and you should speak with them. 
Basically, I have concluded that employees giving customers CONFLICTING advice/information are either IGNORANT about the subject or they are COVERING for someones XXXX   ILLICIT ACT behind the scenes. To make the long story short I have NEVER EVER interacted with any bank that was so UNCOORDINATED that I am FORCED to write this letter to the President of Pentagon Federal Credit Union in the hope that this issue can be put to rest for ever.

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