PENTAGON FEDERAL CREDIT UNION

2018-12-09

Norwalk, CA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I had my identity stolen and someone had tried to open new accounts and made hard inquiries under my name without my permission. XXXX XXXX XXXX XXXX XXXX Pentagon XX/XX/2018 XXXX XXXX XX/XX/2018
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-07

Raleigh, NC

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-07

Temperanceville, VA

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: I have filled out a financial hardship form and explained my situation with the company. I sent it via fax XX/XX/2018. On today XX/XX/2018 I got notification that Penfed pulled my credit report without my authorization. They are further damaging my credit by adding a hard inquiry. This company needs to be stopped. I do not want to be contacted by phone any longer as they call excessively.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-06

Nyc, NY

Getting a credit card

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

Delay in processing application
Complaint: I contacted PENFED credit union by sending them a cease and desist letter, I currently am only receiving SSI and can not afford to pay them back. I am being Harassed by this company as they call me everyday twice a day. This is causing me a lot of stress and anxiety. I can not pay them back and my case work informed me that my income is also garnish proof. I am reseeding a cease and desist letter today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-05

Raleigh, NC

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-03

Jackson, MS

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

Timely Response

2018-12-02

San Francisco, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: This Complaint is about : XXXX XXXX XXXX XXXX PENFED ) in regard to its BANKING MISCONDUCT AND DISCRIMINATORY PRACTICES PERPETUATED CONTINUOUSLY AGAINST ME BY ITS BANKING TEAM For the past one month and 11 days, I have made provision to cover an ACH that was returned because of an issue that arose while I was out of the country around the XX/XX/XXXX. While I was away, I received no email to inform me of this problem, and it was when I called my other bank that I notice that a payment that should have been made on XX/XX/XXXX was not paid and as such, the ACH I made out to PENFED could not have gone through. That was when I was frantically calling and seeking ways to transfer money to this Bank, all to no avail. Then I also found out that PENFED had already closed my current account! With no warning, no valid process, no due process, nothing! I was not happy and asked them why they would consider closing an account under such pretext. Notwithstanding, I started a wire transfer from XXXX to cover this amount. Alas! No way! The Bank is refusing to take the money. It has now been over one month that PENFED had been blocking my attempts to bring this account current since the time that I placed a call to them on the XX/XX/XXXXabout how to make this payment to them from XXXX. I want to officially report this bank 's banking team as being prejudiced against me. The circumstances surrounding their continued attempt to sabotage me is why I am making this report so that these can be investigated thoroughly. The banking team led by a lady name XXXX XXXX has so far been attempting to create the impression to credit bureaus or to any financial entity that I am owing them and I am unable to pay for more than 30 days so as to destroy my credit. I have proof of the wire transfer that I made on XX/XX/XXXX from XXXX BXXXX in XXXX that they refused and sent back over a week later on the XX/XX/XXXX The money was returned by this bank. When this happened, I called this bank to ask why they returned the payment, but no valid reason was provided to me. As they continued to pass my call around from one staff to the other while I was waiting on the phone for extended periods, they did nothing to resolve this matter. In some occasion, they will disconnect the call and I would have to call back. Eventually, I guess they decided to invent a lie and one of them told me that their bank does not receive wire transfer. ( I have a record of this phone conversation ) This staff told me that since he started working at PENFED this past one year, there has never been a wire transfer made from thee bank or into the bank because the bank does not do that. To this statement I was completely disappointed. There is absolutely no integrity with this organization and there is no length that they will not go to lie to their customers. Therefore, I requested to speak to a bank Director so that level of staff should tell me what this person had said. I stated to the staff that they need to reverse the rejected payment ASAP and make my account current as soon as possible. While I was waiting for this senior staff to speak to me, the call was disconnected. So, I went online and sent the email to a mailbox that the Chairman of PENFED had set up for complaints of this nature. I wrote everything about this case and I expected that the office will respond with along the lines of ethics and integrity, but nothing happened. This is the acknowledgement of receipt of that email I sent, pasted below : " PFCU Board Chairman XXXX Your message was received. Your satisfaction is important to us and we strive to make your experience with PenFed enjoyable and worthwhile. We will respond to your email as quickly as possible. No reply to this email is necessary. Thank you for giving PenFed the opportunity to serve your needs. Office of the Chairman of the Board '' THIS OFFICE OF THE CHAIRMAN NEVER RESPONDED TO ME! Thus, I was forced to call again, and that was when my call was passed to one of the operations managers by the name of XXXX XXXX. After I had had to repeat everything all over again. this lady responded that she would not accept any more payment for the account because one payment had already been sent back. She blatantly refused to help or resolve the situation and was so arrogant in her conduct. In their usual manner of acting superior to others, speaking in a deceitfully calm voice, veiled with condescension, an air of autocracy and blatant prejudice, this inept woman was telling me that she as the operations manager will not accept any payment made to pay for the negative amount. When I found that I was speaking to an uninformed mind, I sought a means to find an someone with some degree of accountability and responsibility to speak to me, but lo and behold, there seemed to be none in the entire company. I requested for her manager and this XXXX XXXX again told me that the person is busy and that I should provide my phone number so that they can call me. At this point, I have to introduce another malpractice this company had committed and continues to do : 1. They have been pulling my credit without any valid reason or authorization. 2. They have been misusing and selling my data without my consent or knowledge of such being done. I found out about these things because of the controls that I had placed on my information so that companies attempting to steal and abuse my trust int hem to sell and trade in my personally identifying information ( PII ) can be exposed and disgraced. That was how I found out that this bank had been sneakily abusing my data. For the above reasons I never want anything to do with this bank in regard to my private information ever again! I also hinted at this allegation when I requested again that the manager should email me because I can not release my current phone number to anyone in their bank. Then I said again that she should inform her manager to send me an email. Period. She ( XXXX XXXX ) then stated that the manager will be sending me an email on this matter. That was over 12 days ago. No response had been received from anyone seeking to help resolve this matter at all. Meanwhile, during the time that I had attempted the wire for the outstanding balance to be sent from my bank in XXXX, and while I was waiting for this money to clear, there was this person who was always sending me emails on how to proceed ; how long a wire transfer can take and other issues like that ( I have attached that email thread to this complaint ). At no point did this staff member said anything to me about the So, there has been a history of such emails communications with this Bank, meaning that they can do so if they want to but if there is a staff member like this XXXX woman, that option can be denied the customer. I raised this matter with XXXX XXXX but she refused to acknowledge that. The email always comes with this header : To : XXXX ( Other Losses ) XXXX Subject : [ EXTERNAL ] Re : Penfed Account ( I have also attached copies of these email correspondence with this complaint. ) I am not sure who collects this information but when I reported this issue someone should have contacted me. So, I am not sure whether the CEO staff who handles that communication did not respond or someone like this XXXX XXXX is part of those manipulating the feedback process that will enable this Bank to address issues of this nature that my portend trouble for them. I also asked this XXXX XXXX that what is I send an ACH from my Bank in the US, she stated No. After my call with her, I called my XXXX XXXX - XXXX XXXX XXXX as this payment was very important to me and had them wire the amount again from their bank through a process called BillPay. The transfer was successful, and the money was scheduled to be delivered on XX/XX/XXXX or XX/XX/XXXX. However, I checked my account yesterday and was surprised that it was still in a negative balance. I called PENFED, and again no sensible explanation could be provided to me. Meanwhile, XXXX XXXX stated that they have processed the ACH, since the XX/XX/XXXX. PENFED never credited my account. I have strong belief that this Bank is attempting to steal this money and pretend they never received it. Obviously, if I had sent the cashier 's check from the XXXX as they initially indicated, which would have been the most stupid thing to do, the check would have also disappeared, and they would have lied that they never received the check and it would have been hard to trace the mail and associated issues with that. I want the CFPB to investigate these issues because the failure of PENFED 's internal processes and operations to manage this issue had resulted in this public complaint of the Bank and may lead to potential lawsuits in the near future. This Bank had failed in so many ways and the way I was treated by this terrible staff- XXXX XXXX and others like her who are behind the scenes is disgraceful. Now, they have withheld a banks wire transfer in the US and has made no record of the receipt of the payment. THIS IS FRAUD!!! A Bank is bound by rules and regulations and instituting correct procedures and good enterprise governance is imperative to avoid issues of this nature.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-29

Alta, CA

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

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

Their investigation did not fix an error on your report
Complaint: Pentagon Federal Credit Union was paid an amount that was agreed upon in a legal contract. This contract has confidentially agreement that states that I can not state what they reduced the amount due but it did state that I would pay a sum of money to pay the account and Pentagon Federal Credit Union would accept that as payment in full without further harming my credit or coming after me. I addition they canceled the credit cards which was agreed as part of the contract. The sum of money was paid as per the contract early and in full. The creditor has not sent me a letter to show that the account was paid which is a item that they should have provided me as I can still go to the banks and show the amount paid but not from Pentagon Federal Credit Union that states the same. The actions Pentagon Federal Credit Union has done is as follows : -Stated that the account is in collections ( Not true it was paid in full ) -The account was written off ( Well that is not true as I paid the amount agreed to settle the bill ) I believe that Pentagon Federal Credit Union is not following the Fair Credit Reporting Act and is penalizing me even though I paid them the amount in good faith. They have been contacted several times and they have advised me that the accounts are closed and paid in full. This is very much different than what the Credit Bureau has in my report. I'm asking for help as they have said that it would be corrected no later then 60 to 90 days. It now has been over 6 months! The manager who wrote the letter was contacted and he was rude and treated me very poorly. My cause of the hardship was a tragic accident that impacted my head. ( XXXX XXXX XXXX ) I'm not aware of how a credit report can mark something incorrectly and get away with it without violation of the fair credit reporting act. If they state I didn't pay then I suggest that they refund the money as their reporting is stating the same level of lack of payment and is harming me more. Pentagon Federal Credit Union has a duty to follow the regulations of the Credit Union and of the rules established for financial institutions. In this case they have opted to not follow them as they know of my medical condition and lack of ability to ask for help. In this case I was assisted by my family member to help address this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-29

Smyrna, SC

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent loan
Complaint: I have contacted the company via mail certified on numerous occasions regarding this fraudulent auto loan. They keep verifying illegally a fraudulent account opened in my name and ssn to the credit bureaus. They also are refusing to respond to my mail asking for information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-27

Peace Haven Estates, NC

Incorrect information on your report

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

Account information incorrect
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

2018-11-27

Old Westfield, NY

Incorrect information on your report

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

Information is missing that should be on the report
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

2018-11-26

MS

Incorrect information on your report

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

Account information incorrect
Complaint: i have sent XXXX XXXX certified mail requesting information reguarding an negative item on my credit report, asking them to validated it bearing my signature on XX/XX/2018. With no response in the the 30 days time period allowed by the FCRA, they have violated and the negative account should be deleted. delivery comformation XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-24

Lewisville, TX

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-17

Dallas, TX

Took or threatened to take negative or legal action

Debt collection: Auto debt

Threatened to arrest you or take you to jail if you do not pay
Complaint: This company has been leaving me voicemails treating to sue and have criminal charges brought against me. They are trying to collect on debt that i received a XXXX from, which is also against the law.
Company Response: Closed with explanation

Timely Response

2018-11-16

Madison Square Sta, NY

Other features, terms, or problems

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

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

Timely Response

2018-11-13

Incorrect information on your report

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

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

2018-11-10

San Jacinto, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: I have been a victim of ID theft. as a result there is are negative balances on my credit report. {$13.00} XXXX on XXXX {$3500.00} on XXXX I obtained a police report submitted to all credit buerals no effect they don't believe me. please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-07

Houston, TX

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

Vehicle loan or lease: Loan

Their investigation did not fix an error on your report
Complaint: XXXX has been non-compliant with removing the unverified account PENTAGON FEDERAL CRE which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that PENTAGON FEDERAL CRE was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-07

Smyrna, GA

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-06

Houston, TX

Improper use of your report

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

Credit inquiries on your report that you don't recognize
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

2018-11-05

TN

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I have made numerous complaints about PenFed Bank about an unauthorized inquiry on my report from XX/XX/2018. Each time they claimed different bs. Finally they made a comment in which i have the letter stating they will remove the inquiry from my credit report which they just said that to please the CFPBlile they were really concerned about doing what they said they were going to do. I have attacthed a screenshot showing that they have failed to remove it from my credit report and that it was recently updated with XXXX this month. I'm only writing just to let CFPB this company lied about what they said they were going to do. As of Monday XX/XX/2018 i will take the letter that they stated they were removing it from my credit report to a lawyer and take this matter to court. If they deleted like they said they were going to do they wouldn't have updated the credit bureau as of this month. They would have updated it as deleted but they chose not too so i have no other choice now on this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-04

Santa Ysabel, CA

Opening an account

Checking or savings account: CD (Certificate of Deposit)

Unable to open an account
Complaint: Dear Sir, OnXX/XX/2018 I filled out an application for investing in certificate of despite accounts for {$200000.00} Penn Fed Credit Union automatically checks credit which effects my credit score. When I contacted them about my application. They had no record of it. They said I would have to apply again and my credit would have another hard inquiry. They also informed me that they keep these on line applications for 90 Days. Well again they don't have mine. They offered me no solution. I made two attempts to have this resolved by phone. I could write a certified letter however I believe this is unfair so I'm hopping CFPB can help. My credit score is excellent and I want it to stay that way. I am XXXX yeas old and have maintained excellent credit all my life. XXXX is involved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-04

Lewisville, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: I received a letter from a debt collector, XXXX XXXX XXXX, on XX/XX/XXXX, stating I owe money on an account I do not recognize and threatening to take me to court. The original creditor on the debt collection notice is listed as XXXX XXXX XXXX. I've contacted XXXX XXXX XXXX at least twice by phone and both times my contact information was taken and I was told I'd be contacted by their fraud department but I have not received any call back to resolve this matter. I have responded to XXXX XXXX XXXX via fax on XX/XX/XXXX informing them the account is not mine and is a result of identity fraud but have not received a response from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-02

Temperanceville, VA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: Due to a change in my financial situation I am unable to pay the debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-02

Haymarket, VA

Managing an account

Checking or savings account: Checking account

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