Consumer complaint received 2025-04-28 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: PENTAGON FEDERAL CREDIT UNION
State: SC

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting this complaint regarding Pentagon Federal Credit Union ( PenFed ) in relation to a solar loan originally financed through XXXX  ( formerly XXXX  ) and originated via the now-defunct XXXX XXXX XXXX I respectfully request your investigation into PenFeds mishandling of this matter under federal consumer protection laws. 

Background : In XX/XX/XXXX, I financed a solar system installation through XXXX, arranged by XXXX XXXX. Recently, I discoveredthrough my own effortsthat my solar loan had been transferred or sold to PenFed. However, at no time was I notified of this transfer by either XXXX or PenFed, nor was I provided any official documentation regarding the change. 

Issues and Concerns : 1. Unauthorized Loan Transfer Without Notice : Neither XXXX  nor PenFed informed me of the transfer of my loan, violating disclosure requirements under the Truth in Lending Act ( TILA ) and other federal regulations. To this day, PenFed has failed to provide written confirmation or any documentation verifying their ownership of my loan. 

2. Repeatedly Ignored Requests for Information : Since discovering the involvement of PenFed, I have made multiple good-faith efforts to obtain official documentation proving their ownership of my loan. Despite these attempts, PenFed has ignored my requests and refused to provide transparency about the loan transfer. 

3. Failure to Act as Responsible Loan Owner : PenFed has consistently refused to assist me in resolving problems related to the loan, including warranty issues tied to the original installation and XXXX mishandling of loan servicing. As the alleged owner of my loan, PenFed has an obligation to ensure the servicing and contractual obligations are honored, yet they have abdicated responsibility. 

4. Improper Access of My Credit Report Without Authorization : In XX/XX/XXXX, during my efforts to obtain information from PenFed, they ran a hard inquiry on my credit report without my knowledge or consent. This was done without any permissible purpose under the Fair Credit Reporting Act ( FCRA ), damaging my credit profile unlawfully. 

5. Ongoing Servicing Confusion and Risk of Credit Reporting Issues : PenFeds failure to communicate loan transfer information properly has left me unsure about who truly owns my loan, who has servicing rights, and how my payments and account history are being reported to credit bureaus. XXXX continues to process my payments, further muddying the waters and exposing me to risks of inaccurate reporting and additional financial harm. 

6. Potential Violation of Federal and State Consumer Protection Laws : PenFeds actionsor inactionsraise significant concerns under various consumer protection statutes, including failure to disclose the transfer of servicing rights, refusal to provide accurate loan information, and unauthorized use of my credit file.

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