Pentagon Federal Credit Union review: loan service

I want to share my experience with Pentagon Federal Credit Union to warn customers. After 6 months of losing docs, repeatedly changing closing dates, and bad customer service I finally told them never mind at the end of May 2017. I felt exhausted and upset dealing with Pentagon Federal Credit Union. I don’t have the time or patients to go through each situation but I just wanted to shed light so future customer can be prepared. I sent them an email directly explaining their mistakes and I encouraged them to check my recorded calls and email threads so they can investigate and make changes.
I want to start by giving you a little background information about my loan. My home is paid for and I have no current mortgage. I began this process in January 2017. I wanted to get a Mortgage Loan but I was unsure in the beginning if, I wanted to rent the home out and get a loan or keep it as my primary residence and get the loan. After consulting with a loan officer at Penfed, I decided to keep the residence as my primary home and get the loan. My first issue was the amount of time it took the bank to schedule the appraisal, it was too close to my closing date. They insisted that the closing date had to be changed and I was fine with that at the time.
I applied for my loan in January and in the beginning the agents seems to know what they were doing but as time went on, I could tell no body was sure about anything. Every time my closing date would be 2-5 days away, someone would call asking questions or needing further documentation, thus pushing out the closing date again. There where so many mistakes and mess up on their part I cannot keep track. I would receive calls stating they did not have documents that I had already sent, for example I sent my full statement for my personal loan which I have with another bank and someone called me to explain they did not have the account number for my personal loan or the terms of it. She said the documents I sent did not disclose that information I asked her to pull up the document on her computer which she did then I told her to look at the third page and everything was right on the page. Someone just did not read the statement or else they would have known they had everything then she went on to say she only needed another card statement I insisted as I usually did for her to check and make sure that’s all they needed from me. She said “that is all is stated, that we need at this time”. (She must not have checked before the call or on the phone when I asked her). Now, just to be clear if this was the 11th or 12th time I received this same sort of call. Simply things that no one seems to pay attention, but as expected I got another call, moving the closing date and asking for more docs.
The last time I called and was told I needed to get an new credit report and more docs I just wanted to explain my situation and ask that my recorded conversations with various employees be looked into so people can be trained properly, and the women on the phone kept interrupting, she would not answer my questions, and repeatedly wanted to remind me that I asked for my loan process to be on hold for about 1 week maybe 2 so I could confirm if I needed to have my husband on my title. The reason for this is due to the inaccurate information I received from Pentagon Federal Credit Union, I wanted to check with my lawyer and I needed to make an appointment to do so. She would not let me speak, she wanted to talk over me. she asked me to calm down I told her I apologies if I come off loud or upset I will calm down and I would like to speak with someone that is willing to listen because you’re not patient enough to deal with my issues. The women I could tell did not have the patients to deal with my many problems. I eventually told her No I will not be giving any more information, do not check my credit again I have decided to cancel the loan and I refuse to continue to go on and on with this bank. I also asked her to have someone contact me which she did and I thank her for that.
Overall my experience is just unacceptable. Thinking about the whole ordeal make me feel horrible and it upsets my stomach. I feel like I was lied to soo many times because I was told way to often “just one more thing” even when I insisted they check to make sure they don’t need anything else. The closing date changed way to many times, this all happened over a period of 6 months. After a while it came off as straight lies over and over again. I just finally decided that if I keep believing whatever someone from Pentagon Federal Credit Union tells me then I must be crazy. I really needed the loan but I finally accepted that there was no way for me to complete this with Pentagon Federal Credit Union no matter what they would tell me because it was all just LIES… I hope you can imagine how upset, and exhausted it was for me dealing with the process. What makes it even worst is up until mid-May I was still believing everything I was told “just one more thing we need” I even recommended the bank to 2 of my friends here on base and they set up accounts online. Now I just feel so bad for them, but I did warn them at this point and I would never recommend this bank again. Hopefully this will help future customers not suffer as I have in this whole process. I don’t normally complain I would just walk away and not look back but this was so bad for me I felt something had to be done for me to rest at night. The good thing is I know a lot now that I need to be aware of pertaining to loans that will help me moving forward in the process with another bank.