Business ProfileforPenFed Credit Union

We have a car loan that originated with *********** Credit Union. PenFed acquired ****. In Feb 2022, we noticed an anomaly with our payment - a notice was sent saying that our payment was late. This payment was set up in office with our loan officer to occur automatically each month in an electronic transfer from our bank, at the origination of the loan. This loan officer remains the same person throughout this experience (he stayed employed through the merger). We reached out to him inquiring about the notice - he responded that our payment was indeed paid on time and there was no anomaly. That it had been applied appropriately, etc. This happened again and we called him again. He again assured us that the loan was in good standing and the payment was indeed received on time. Being concerned that he was not looking in to this fully, we called the main number of the credit union to speak with someone else. This person also assured us that the payments were working as expected. We were assured the payments were being applied to the principle and that they were on time. This subsided and then began happening again. We did more digging and by this time we were able to see that our principle was not decreasing as expected. We have multiple email trails, with screen shots, to support these conversations with the bank and the multiple assurances we received. We finally requested an in person meeting with a supervisor. That person did, indeed, acknowledge that our payments were being applied to interest and not to principle, as they should have been. We requested that this be resolved and fixed, and she said she would follow up with her "interest department." Since then, she has only replied to our inquiries with "the status of your loan is in accordance with the terms of your loan." We have paid thousands of dollars more than we should due to this error, and we have been unable to get the bank to re-engage with us.