PENTAGON FEDERAL CREDIT UNION

2019-12-01

Saint Paul, MN

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: In progress

Timely Response

2019-11-27

Mineral Wells, MS

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-25

NC

Took or threatened to take negative or legal action

Debt collection: Auto debt

Threatened or suggested your credit would be damaged
Company Response: In progress

Timely Response

2019-11-25

Bel Alton, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-22

Davenport, IA

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: In progress

Timely Response

2019-11-21

Shulerville, SC

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: In progress

Timely Response

2019-11-20

Alexandria, VA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-19

Lebanon, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: In progress

Timely Response

2019-11-19

Roseville, CA

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-16

Middletown, MD

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Seized or attempted to seize your property
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-15

Bethayres, PA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Company Response: In progress

Timely Response

2019-11-13

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Information belongs to someone else
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-11-12

Allenwood, NJ

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: XX/XX/2019 - {$25000.00} Loan is approved pending pay stub docs submission. XX/XX/2019 - contacted via phone to get info on loan and what is needed to complete approval process. XX/XX/2019 - contacted via phone that I sign up for membership and ensuring pay stubs are submitted and discussing whether to either have approved loan check delievered or drive to nearest branch to pick up check. They do not do direct deposit. XX/XX/2019 - I drive to branch to have branch manager tell me because of no debt on credit report and my reason for loan was bill consolidation was because I was denied. No one higher up would speak to me or whoever branch manager talked to that made this decision. Part 2- called Penfed 1 800 number to call highest level of management. I was able to get a hold of supervisor. He informed me the loan officer was worried of giving someone that amount of money with limited credit history. Despite me being XXXX score and everything being approved. They would not let me speak with a loan officer. I was mislead to believe I was approved for a loan and to either get check mailed to me or go to branch. I went to branch to be told I was not approved for loan afterall.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-08

Wonder Lake, IL

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Can't close your account
Complaint: My daughter and I opened a credit card account at Penfed Credit Union years ago. We have been trying to close the account for over a year. Penfed keeps sending a statement each month and adding {$1.00} each month at a " Paper Statement Fee. '' This is a scam and not worthy of an organization which touts itself as a military friendly credit source. I am an XXXX veteran and always had a positive view of Penfed until this experience. I shouldn't have to file a complaint with the CFPB to stop this monthly scam. There is no way to close this account with Penfed. Perhaps CFPB can help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-11-07

Finksburg, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am writing this letter to 1. report fraud on my mortgage account at Pentagon Federal Credit Union , 2. your engagement in resolving this issue and also taking corrective steps in restoring things back to normal so that it is never repeated by those who perpetrated this fraud. I would not have brought this to your attention or sought your assistance if the folks at Pentagon Federal were cooperative when I called them as per the instruction I received in a letter reference # : xxxxxxxxxxxxxxxxxxxxxx dated XX/XX/2019. The Premise : My existing homeowners insurance policy ends on XX/XX/2019. Therefore, on XX/XX/2019I engaged XXXX and initiated a NEW POLICY starting XX/XX/2019. When I received a set of new policy documents in the mail, I was surprised to see that the insuance was NOT with XXXX but instead with XXXX XXXX. After giving it a lot of thought I decided to keep XXXX XXXXXXXX UNTIL XX/XX/2020 as it didn't really matter as to who I am insured with as long as the cost of insuring was reasonable. The NEW POLICY with XXXX XXXX was PAID IN FULL for the ENTIRE YEAR and there were NEITHER UNPAID NOR PENDING payments on this new policy. After receiving this policy from XXXX XXXX I DID NOT intimate Pentagon Federal Credit Union about this policy or the BINDER NUMBER as I wanted to do it myself toward the end of XXXX approximately 2 weeks before the end of the month ( XXXX ) that is before the NEW POLICY commenced. The Fraud : Out of the blue, on XX/XX/2019 I received a letter reference # xxxxxxxxxxxxxxxxxxxxxx dated XX/XX/2019 from Pentagon Federal Credit Union asking me to REIMBURSE Pentagon Federal Credit Union RANSOM MONIES which some ARROGANT IRRESPONSIBLE staff at Pentagon Federal Credit Union paid to XXXX XXXX without my consent. This letter includes NEITHER any past discussions with me about the already existing and currently actively running HIJACKED POLICY, the DATE of the Hijack, AMOUNT involved in the RANSOM, NOR the date & time of this change to my Pentagon Federal account before making this changeover to XXXX XXXX which is EXTREMELY SHARP, SLEAZY and ARTFULLY DECEPTIVE practice by those who perpetrated this fraud/hijack. In the letter I was informed that my existing active policy was being replaced by a NEWER policy which Pentagon Federal paid for without my consent. The amount that was negotiated by your staff with XXXX XXXX or the date from when my old policy became ineffective was NOT COMMUNICATED to me. All that I was adviced in the letter was to PAY UP a RANSOM MONEY ( amount not specified ). The SABOTAGE of my Pentagon Federal Mortgage Account WITHOUT MY CONSENT where my current ACTIVE policy was DECEPTIVELY HIJACKED using a policy that I NEITHER knew of NOR agreed to has in my OPINION FINANCIALLY BENEFITED someone who PROBABLY received money UNDER THE TABLE to PERPETRATE this SABOTAGE. This CRIMINAL PRACTICE MAY BE COMMON in the Insurance Industry but I am NOT WILLING TO dance to the tune of the Robin Hood who has led this SAGA. For a few hours after I received this letter reference # xxxxxxxxxxxxxxxxxxxxxx I was extremely disturbed thinking of the extent and the DEPTH of CORRUPTION that was perpetrated by " person '' or " persons '' on my account by COLLUDING with one or more entities at the Insurance company outside the realm of Pentagon Federal Credit Union. As per the instruction in the letter reference # xxxxxxxxxxxxxxxxxxxxxx, received on XX/XX/2019, at around XXXX XXXX I called your Insurance Service Center @ XXXX ( XXXX ) XXXX. When I called this number a woman took the call started to play with words and hence avoid taking responsibility for actions/sabotage at Pentagon Federal Credit Union that led to this letter because she spoke as though she was just employed at Pentagon Federal Credit Union to merely collect her paycheck without helping a customer whose account at Pentagon Federal Credit Union was hijacked. She told me that her job was to just TRACK Insurance. When I asked her as to what exactly TRACK INSURANCE meant, that's when she started playing around with words and basically trying her best to avoid giving me any DIRECT ANSWERs. After talking to her for a bit it was clear to me that she was MERELY PLAYING AROUND so that I would eventually get frustrated and drop the call. Since I am not a quitter and she having realized that fact, we got into an argument where she instead of first listening to my reasons and later responding started TALKING OVER ME. Having realized here extent of ARROGANCE I decided to practice her OWN GIMMICK by TALKING OVER HER, basically giving a taste of her OWN MEDICINE. Realizing that she was trying to conversationally SUBDUE ME, I REFUSED to acknowledge or ENTERTAIN her MIND GAMES, so I asked her as to what exactly she was up to, after which she disconnected the call saying I was IRATE. When I told her that I was indeed IRATE there was DEAD SILENCE on the line because she had already VOLUNTARILY disconnected the call and ran for the nearest exit. Conclusion : Since this ENTIRE DRAMA sounded EXTREMELY FISHY, I knew it was the right thing to ENGAGE people at the top tier of management at Pentagon Federal Credit Union instead of beating around the bush and running in circles with people at the bottom of the corporate ladder where each one tries to scratch each other 's backs to win FUTURE favors while this fraud continues UNDETECTED by the management at Pentagon Federal Credit Union. To conclude, I am not responsible for the consequences following this sabotage or ransom that I am being asked to cough up by some employee at Pentagon Federal Credit Union. It is the LEGAL DUTY of those who sabotaged my account to return the funds disbursed to XXXX XXXX FOR MY mortgage account back to Pentagon Federal Credit Union instead of holding me at XXXX XXXX with a XXXX LETTER that acts as a COVER for someone else 's DEADLY ADVENTURE which for them may be a ROUTINE PRACTICE at Pentagon Federal Credit Union for making a FORTUNE on the side, that has gone UNNOTICED by the management at Pentagon Federal Credit Union till date that is, until I addressed the SAGA through this letter. Today, XX/XX/2019 when I called the XXXX XXXX office of the Pentagon Federal Credit Union I was told by some woman that I CAN NOT REPORT a fraud via phone and it can be ONLY done via EMAIL. She was ready to offer an email address but I declined saying that I do not want the XXXX who are busy hacking our networks to view my complaint. Since what she was JIVING didn't seem right I disconnected the call and called again to an office in TEXAS and what that person there told me was that, 'yes ' we have an ENTIRE DEPARTMENT to handle FRAUD and you should speak with them. Basically, I have concluded that employees giving customers CONFLICTING advice/information are either IGNORANT about the subject or they are COVERING for someones XXXX ILLICIT ACT behind the scenes. To make the long story short I have NEVER EVER interacted with any bank that was so UNCOORDINATED that I am FORCED to write this letter to the President of Pentagon Federal Credit Union in the hope that this issue can be put to rest for ever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-05

New Port Richey, FL

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-02

Santa Ysabel, CA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Complaint: Long story short I had already filed a complaint when they closed my account months ago because of a mistake I made and did not have my payment set to min payments monthly but pay full balance. When they payment was attempted to pay balance of around XXXX in full my bank froze the account and charge. When PenFed finally saw my complaint here after numerous attemptes to plea with support and share what happen was a mistake I was contacted by XXXX at the head of Pen Feds Fraud department to let me know they had made a mistake and were opening up my account.It was about 2 weeks later when I went to log back on and my account was closed again??????? I contacted XXXX and explained again what happend. He said the my account was closed because a dispute was sent and I explained I had a fraud alert and credit repair/monitor companies that monitor and request proof of any suspicious items. I told him I did draft a letter stating to the 3 bureaus that Pen Fed charges were accurate and to please report accordingly. He looked over my file and letters and said he saw what I was referring to and I should have access shortly to my accounts. Ether this was a lie or they changed their mind as I still do not have access and both cards are shut down. In good faith I have continued to make payments but have to call in each month to do so and is just super inconvenient and the whole situation is just UNFAIR. I NEVER MADE A LATE PAYMENT AND HAD THE HIGHEST CREDIT POSSIBLE. When I call in now everyone is hush and just says sorry we cant talk about it : (
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Jacksonville, FL

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Delay in processing application
Complaint: On XX/XX/2019, I applied to PENFED Credit Union, XXXX XXXX XXXX, XXXX, VA XXXX, ( XXXX ) XXXX, for a credit card. PENFED Credit Union, since my application dated XX/XX/2019, I have not received either the credit card or the reason for denial as required by The Fair Credit Reporting Act. The Act requires creditors to notify you in writing if an application for credit is denied. This notification must be mailed within 30 days of the decision. A notification must include the reasons the creditor decided to reject your application -- including insufficient credit history or a high balance on revolving credit accounts. They are in violation of the The Fair Credit Reporting Act and subject to a civil lawsuit for their violation as I have not received a notification as required under The Fair Credit Reporting Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-29

Balmville, NY

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-28

CA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: Penfed advertise on its website that one of the main benefits of its PENFED PATHFINDER REWARDS XXXX XXXX CARD is a " {$100.00} Annual Air Travel Credit for baggage fees, lounge access and onboard food and beverages ''. On XX/XX/19 I charged {$30.00} for baggage fee on a XXXX flight and a week later I got a {$30.00} credit. On XX/XX/19 I used the card to pay for baggage fees for {$80.00} for 2 flights with XXXX and expected a {$70.00} credit ( {$100.00} minus {$30.00} already received in XXXX ). After few weeks, I started calling Penfed to investigate why I had not received the credit. First I was told that it would happen automatically, but it would take up to 12 weeks. After 12 weeks I called again and nobody would even know who I should talk to. After multiple phone calls, I was told that I would need to talk to the Concierge Dept. I made multiple calls to the Concierge Department and nobody had any idea why I had not received the credit. After 3 phone calls, I was finally able to speak to a supervisor and asked if someone could investigate and call me back. When I finally received a call back, I was informed that " the card only reimburses charges by Domestic airline and therefore XXXX would not qualify ''. I pointed out that there was no reference to this in any of the marketing material I received nor on the website, which by the way, still shows today misleading marketing information. I believe that since Penfed advertises on all its marketing material " {$100.00} Annual Air Travel Credit for baggage fees, lounge access and onboard food and beverages '', the Penfed should reimburse customers for up to {$100.00}. Going forward if Penfed does not want to reimburse consumers for charges from international airlines, then that should be made clear in all marketing material including the website ( screenshot of the penfed site is attached ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-28

Fountain Valley, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-25

Allentown, PA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-24

Cheverly, MD

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: This kind of account is placed as a charged off account, be sure to inform me precisely why there's a balance indicating on the document whether it's a charge off? The balance is, in fact, wrong, please make sure to reverse it to XXXX or remove the item fully. Please also produce documentation to verify all the charges and credits in this supposed account that caused the extremely high credit figure you might have displaying on my account. My demand to present this records is a standard information demand in accordance with my rights honored within the fair credit billing act. If you fail to give these details per my civil rights petition, please make sure you quickly remove this specific wrong posting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

Brooklyn, NY

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Complaint: I have home equity with pen fed I have noticed that interest rate has going Down well over four months ago and I am ben charge 5 % for my loan I have call the Company two month ago n a month ago I was told interest rate will go down back every three months so I was told my rate will go down this month XXXX and now is XXXX I am still getting the statement The rate 5 % Can you help I think this Company is very Misleading the public
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-23

Huntsville, AL

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem related to refinancing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response