Mortgage -- Closing on a mortgage -- Complaint #5076218
Complaint Overview
Complaint ID: 5076218
Company: Pentagon Federal Credit Union
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Closing on a mortgage
State: North Carolina
ZIP Code: 27302
Date Received: 2022-01-05T12:00:00-05:00
Date Sent to Company: 2022-01-05T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
We just closed a house with Pentagon federal credit union yesterday ( XX/XX/2022 ), we have been very frustrated with the whole process. The loan officer whom we worked with, XXXX XXXX ( XXXX XXXX XXXX XXXXXXXX ) was incompetent and rude. She made a mistake locking the mortgage rate for us for only 30 days, days before the listed closing date. And then she charged us for a fee for the rate extension. In her email, she told us that we will be receiving a credit, so we don't have to pay the fee ( email attached ). However, we never received the credit. She sent us multiple closing disclosures with errors. The night before closing day, we still didn't see the credit being added. She said she was going to fix it in the morning of closing day, but she never did. We called her multiple times and left messages and emailed her many times, still couldn't get hold of her. She just disappeared. We decided to just go ahead with the scheduled closing in the afternoon and solve this later. After closing, she sent us an automatic " Thank You '' email, but never responded to our multiple requests to solve this problem. Normally, loan officers will walk you through the closing disclosure and explain to you the numbers, but XXXX never did anything like that. We had never been able to talk to her over the phone. She kept sending us documents with errors and we had to check it all the time. It was a very frustrating and stressful process. Whats worse, the loan processor who worked with XXXX has requested the same documents again and again, even 2 days before closing. We had sent them XXXX documents in total and had to go through a conference call to prove that we paid mortgage for our current house ( we literally thought it was a scam call ). My husband and I both have credit scores of XXXX, we autopay our mortgage. The level of scrutiny on their part and the lack of professionalism is unfounded in the mortgage lending industry. We don't know how other loan officers at PenFed are, but we've had a horrible experience. We will not use PenFed for any mortgage needs in the future.
Frequently Asked Questions
What is Complaint #5076218 about?
Complaint #5076218 was filed against Pentagon Federal Credit Union regarding Mortgage specifically about Closing on a mortgage. It was received by the CFPB on 2022-01-05T12:00:00-05:00.
How did Pentagon Federal Credit Union respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Pentagon Federal Credit Union?
Yes, visit the Pentagon Federal Credit Union company profile at readthecomplaint.com/company/pentagon-federal-credit-union to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.