Consumer complaint received 2024-06-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with signing the paperwork
Company: PENTAGON FEDERAL CREDIT UNION
State: VA

Complaint narrative:
On Thursday, XX/XX/XXXX I phoned PENFed and was told that I could go into the XXXX XXXX in XXXX, VA to pick up my approved loan check for {$45000.00}. On XX/XX/year>, I went to the bank and asked for the check to be printed. I arrived at the bank shortly after opening ( XXXX XXXX  ) there were XXXX employees in the bank. Two were helping other guests, ( there were two people in front of me in line ). When my turn came I asked to have the check printed, I was told that the cashier 's boss would help with this, and I was told to sit and wait. I sat for approximately 10 minutes, while a woman sat in her office and stared at me, not once offering to serve me or tell me what was happening, which made me uncomfortable. When I was about to ask what the wait was for, the branch manager, XXXX XXXX ( I'm not sure of the spelling of her name ), said come with me. I followed her to her office, there was no introduction just a chair pushed in my direction, as if telling me to sit. She sat and asked what I was there for, I told her I needed to pick up the loan check for {$45000.00} she looked at me in disbelief, and asked me for my ID and for the details of the car, which was in front of her already, again looking at me in disbelief, and then asked for the loan details which I gave her. This was the only conversation she offered for the two hours I sat in her office. She sat facing her computer typing away and said I can't give you the check. I asked why, and she said there was a problem with the loan, I asked what the problem was and she said she didn't know. At this point, I'd been sitting with her for about 30-45 minutes, so I called the PENFed customer service line and was told that everything looked fine on their end and that there should not be a problem with getting the loan check. Again, XXXX tried and said that she couldn't do it. So I called my husband and asked him to come to the Bank, hoping he would get more answers than I was getting. I should tell you that I am XXXX and my husband is XXXX presenting, XXXX. When he came in her demeanor changed, meaning she answered his questions and was more willing to talk and be cooperative with him. After some more back and forth, XXXX said there was an issue with the loan because there was a glitch and PENFED had been having problems all day ( It was XXXX XXXX XXXX ). We asked why, and she said it was probably because he was not a member. We asked her why we were approved for the loan when they knew he was not a member, to which she had no answer. I had been at the bank for 2 hours at this point and needed to get back to work, so we ended the conversation with XXXX, telling us she would call us that day and let us know if anything had been resolved with the loan on the bank 's end. Later that afternoon ( XXXX XXXX ) I called PENFED and asked if the loan was good to go, the woman I spoke to said yes, gave me an account number, and said to go back to the bank and give that number. We went back to the bank at XXXXXXXX XXXX the same 3 women from the morning were there chatting, I asked to speak with the branch manager, but I was told to sit again. XXXX comes out of the back eating and says nothing has changed with the loan. My husband asks why she didn't call us, and she avoids answering the question. I told her I spoke with PENFED and that I was told to come get the check and gave her the account number. XXXX goes to her computer and says that the number is the same loan number from earlier and it's not working. Needless to say, I was angry at this point. I couldn't shake the feeling she didn't want to help me for any reason or for me to have the loan. My husband was trying to ask more questions but at this point, I was livid at the fact this woman was so flippant, evasive, and vague with her answers that I had to walk out. I went home and called PENFED, I was on the phone with them for 1.5 hours. My husband was forced to become a member and I was left on hold for 15 minutes, while they were confirming his membership with a loud beeping sound for 15ish minutes before I could not take the noise anymore and hung up. I never received a callback, and the woman I was speaking with, ( XXXX? ) said she would follow up if we lost connection. Long story short, we did not get the loan after all of that. I feel like the reason for not getting the loan check that day was XXXX. We did not follow up with PENFED any further, because it simply was not worth the back and forth, mental trauma, nor the feeling of being less than, singled out, and denied something that I was approved for. Ultimately, PENFED withdrew our application. We did get the car the next day as planned. I do not want this to happen to anyone else for any reason.

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