Consumer complaint received 2024-08-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Voluntary repossession
Company: PENTAGON FEDERAL CREDIT UNION
State: VA

Complaint narrative:
There is a XXXX XXXX XXXX that was acquired in XXXX and was a well functioning vehicle with routine maintenance. The original loan processor was XXXX but refinancing occurred XXXX XXXX who found PFCU. 

So in XXXX XXXX when the transmission started to fail and there was no financial assistance from the dealership, regular insurance or gap insurance through the financial institution. A repair loan was taken out for over {$6000.00} ; then another failure happened a few months later of which only XXXX part was covered under warranty but other parts had been strained and went bad so another loan under {$6000.00} had to be generated. 

Then on XX/XX/XXXXXXXX XXXX XXXX the financial institution Pentagon Federal Credit union was notified of a voluntary repossession. 
It was advised by an accounts supervisor that it would be best to try to sell the vehicle privately for either how much it is appraised for or the loan amount still due. The vehicle still being operational but a slight safety risk from a manufacturing failure, of which I could not get any financial help for yet again. 

In the attempt of trying to sell the vehicle for 2 weeks, the financial institution would still call asking for monthly payment. Thus the representatives were asked to look at recent notes or request of them to make notes. 
In the mean time a new vehicle was obtained in an emergent need of a vehicle, but it is {$400.00} more in monthly payment than the previous vehicle was. 
The majority of XXXX was a lot of back and forth conversations with PFCU and having to reiterate the situation with every representative that was spoken to ; and me inacting on their directions of how to get rid of the car when all they had to do was just come pick it up in the first place. And during that time, the vehicle would not start for a time until a third repair loan of {$1500.00} was taken out in XX/XX/XXXX to make it fully operational again. 
When Pentagon Federal Credit Union was notified that the vehicle was fully operational and asked to please come pick it up as it could not stay on the residential property any longer due to new rules from the property management ; the Escalations manager at the time stated that the car had been written off and PFCU will no longer pursue it and sell the account / title to another entity. Unless the loan for the car can be paid in full for release of the title. 

So immediately the vehicle was submitted to an online market to sell it for the {$15000.00} that was still owed on it ( was less than that - under XXXX XXXX  but interest accrued ). On new years eve it was discovered that the drivers side back window was smashed, muddy footprints in the seats and steering g column busted in attempt to take the vehicle. The local police stated that a XXXX video circulated that showed how to break steal certain XXXX XXXX XXXX models. This was very upsetting at the time as so much financial strain had already been brought on by this vehicle : and a voice-mail was left for the collections dept of PFCU expressing the unnecessary frustrations of dealing with a vehicle they should have come and repossessed. 
There was also a credit card that was utilized through them and payments were being made until finances got tight due to the car, so they closed the credit card account without notice and put that as a bad mark on credit report. 
PFCU has yet to notify of who has the title for the vehicle or if anyone will be coming to get it. They are the worst financial institution to have any business with and lack poor communication with consumers. 
Also note that XXXX XXXX XXXX XXXX is greatly at fault as well, which is another saga to this situation.

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