PenFed Credit Union Loan cancelled due to negligence and poor customer service Mcclean Virginia

I am writing concerning PenFed’s unethical and unprofessional behavior. I was approved for a loan on January 23rd, 2022. The sent me an email asking me to upload my ID and utility bill. I followed the directions. I hadn’t heard back from them, and I notice it was taking a while, so I called them in the middle of February.

The woman on the phone asked me about a confirmation code, which I code not find (I am not sure if I received one and/or recorded it). In any case, she said she has an alternative method for me to upload the documents. She explained it to me. I uploaded a new bill and my ID. I recorded the confirmation number. I still hadn’t heard anything from them.

 I called on the evening of February 28th but didn’t get through. Then I called again the next day. The woman I talked to said my application was closed because it was more than 30 days old at this point. I explained that I did exactly what I was supposed to do, and in fact, I did it twice. She said that the other representative should have made sure I got a reference number (different from a confirmation number and given by a representative) so they could attach my documents to the file.

It was a Friday when I called, so that wouldn’t be done right away, and unfortunately the paperwork wasn’t put together on time, she explained. I asked to speak to a supervisor. The woman said that she would say the same thing, but I asked anyway.  I explained the situation. The supervisor said she would escalate it, and have a senior lender take this into consideration. Two days later, I received a letter dated February 22nd stating that I was denied.

I called and spoke to a man who said he would have to put me through to sales. The woman I spoke with said I was denied because the credit check was more than 30 days old. My issue is that I sent in the paperwork in a timely fashion, and I was approved, only to be denied due to their negligence. This last woman I spoke with told me I would need to reapply. I said I was waiting for a senior lender’s response. I don’t remember her exact words, but they were to the effect of, “You really want to do that, why don’t you just reapply?” Why should I have to do that?

Hard inquiries make my credit score go down. This is totally unacceptable and unprofessional. This was a simple process that they could have and should have taken care of easily instead of wasting my time, energy, and credit score. As of March 12th, I have still not heard from this senior lender.