PENTAGON FEDERAL CREDIT UNION
Consumer Complaints
There are over 1318 complaints on file for PENTAGON FEDERAL CREDIT UNION. Dated between 2019-12-01 and 2012-03-29.
Complaints Page 27
2017-06-26
Fontana, CA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Company Response: Closed with explanation
2017-06-26
Tampa, FL
Managing an account
Checking or savings account: Other banking product or service
Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-25
Crossings, FL
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with customer service
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2017-06-24
Atlanta, GA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2017-06-21
Vista Lago, PR
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Complaint: I access my account online and I noticed in my statement a charge of {$4.00} for cash advances. I call the institution to ask why they are charging me {$4.00} charge. They said the charge was for balance transfer from other institution card. I claimed that according to the terms and conditions of the product, there is no transfer fee. In addition, the promotion clearly established there is no charge for balance transfer. Therefore, i understand the charge does not apply. Moreover, I apply for the credit card because there were not supposed to be any charge. The institution insisted the charge apply, because the card has a promo of 4.99 % interest for the first 12 month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-21
Trouble during payment process
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
2017-06-21
Springfield, VA
Managing an account
Checking or savings account: Other banking product or service
Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-17
Dallas, TX
Getting a loan or lease
Vehicle loan or lease: Loan
Changes in terms mid-deal or after closing
Complaint: I applied for XXXX loans with Penfed CU since y ou have to select a vehicle for low risk loans. After getting my done with XXXX XXXX I took the bank draft from Penfed for $ XXXX and purchased the car on XXXX XXXX , 2017 . After purchasing the vehicle, XXXX tried to deposit draft. The draft was returned unpaid. For some reason that loan was cancelled. But the loan that was supposed to be cancelled was not. After letting Penfed know the situation and the delaer contacting me. Penfed refused to issue a new check or change the loan. The approval was for $ XXXX for 72 months at 4.50 %. They requested I do another loan in the system and request the same amount. The loan came back with an new approval of only $ XXXX . After talking to and asking Penfed to please just make loan same as original they refused. The vehicle was picked up last night from my home. Since I work weekends. I now do n't have a vehicle and will have to quit my job since it is XXXX miles away. Because I traded in my vehicle so after a month I have nothing. Penfed gave me a loan and charged me XXXX times {$15.00} for overnight service. Why did n't they honor the check? Why would n't they just fix something I did n't do they done. They knew I had vehicle because dealer contacted them 10 times to fix error and Penfed ref used. I had $ XXXX equity in my trade and how I 'm I supposed to get that month back and how soon? How do I look for another job after quitting a $ XXXX A YEAR JOB. How do I pay my bills and help my elderly parents get around? I think Penfed should honor our agreement just like I honored my country with my military service. This is just not right. Now Penfed wants me to take a loan for only $ XXXX but not my rate is 5.5 % for 72 months. That 's just not right. Penfed stated that I had XXXX loans or loan applications but can only proved XXXX actual loans. Penfed refused to issue a new draft after several attempts by XXXX XXXX and myself the consumer contacted them. At not time did PENFED contact me on phone with any concerns about deal. Nor did they refund any of the overnight draft fees that were taken out my checking account for the loans to be processed. Under my conversation with the loan department when first doing loan. I was told since I was high risk my loan had to be for a certain priced vehicle. That I could not just get a loan approval and check and shop as I wanted. so that is why I went ahead and requested an approval on a couple of vehicles until I could secure a deal that was best for me. If I had of know that my loan for the vehicle that was purchased at XXXX XXXX was going to get declined I would have never traded my vehicle. I went from driving a 2017 XXXX XXXX XXXX XXXX $ XXXX to a 2017 XXXX XXXX for $ XXXX , due to PENFED. When I spoke to them after dealer called all they had to do was reissue a check for XXXX and they refused to. But they went ahead made me do another application for the same vehicle but would only approve the loan for $ XXXX for 72 months at XXXX , unlike the original loan for $ XXXX for 72 month a t 4.5 apr . My XXXX loans disbursed and cancelled at {$15.00} each is {$120.00} I should be refunded. I have turned my case over to an attorney, the XXXX XXXX XXXX XXXX and th e Veterans Administration. PENFED also posted XXXX of the accounts on my credit reports. So when I tried to purchase a car form the dealer my debt to income ration was messed up. They have since marked them as paid in full. That should be against the law to post something to your credit report and not remove it. Or post to your report before verifying it is a valid account. That alone caused me major hardship. Company 's Response on XXXX / XXXX / XXXX Dear XXXX XXXX , This letter is in response to your complaint filed with the Consumer Financial Protection Bureau ( CFPB ). It was forwarded to Pentagon Federal Credit Un ion ( PenFed ) on XXXX XXXX , 2017 . We will provide a copy of this response to the CFPB. There seems to have been quite a bit of indecision on your recent vehicle purchase. In reviewing the XXXX XXXX XXXX applications you submitted and the XXXX disbursed and cancelled loans between XXXX XXXX , 2017 and XXXX XXXX , 2017 , we noted you changed loan amounts, dealerships, and vehicles. In our discussions with XXXX XXXX , they indicated there were several factors contributing to their repossession of the 2017 XXXX . I see you settled on the purchase of a XXXX XXXX , and we provided you with a {$32000.00} loan wi th a 72-month te rm at 5.50 %. The terms of a loan are determined at the time of disbursal and are based on your application and credit information at that time. We hope you are pleased with your new vehicle, and the terms of your new loan. Sincerely, XXXX XXXX XXXX XXXX XXXX , XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2017-06-16
Birmingham, AL
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 monetary relief
2017-06-16
Brandon, FL
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
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-15
Kosciusko, MS
Communication tactics
Debt collection: Credit card debt
Frequent or repeated calls
Complaint: They just called my mother and left a voicemail, and I 'm not even sure how they legally obtained her phone number since it would only be listed on my phone bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-14
Alexandria, VA
Incorrect information on your report
Vehicle loan or lease: Loan
Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-14
Managing an account
Checking or savings account: Checking 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
2017-06-12
VA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: initial transfer was XXXX XXXX , 2017 ... .sent XXXX + XXXX charge to XXXX XXXX in XXXX ... to XXXX XXXX ... at that end they say the money has not arrived ... I have called penfed credit union, sender of intial transfer at least two ealier times for reason ... .have yet to get a valid explanation why after 11 days account there has not been credited with funds ... called them today and still get runaround ... need cfpb assistance in having this corrected
Company Response: Closed with explanation
2017-06-12
Washington, DC
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I am currently in a Chapter XXXX and whenever I am late paying my mortgage I have to pay the back payments and the Bank Attorney Fees. I have been denied loan modifications and I am consistently harassed via mailed by Pentagon Federal Credit Union and there Attorneys. I am having a hard time financially and filed chapter XXXX twice and I am working really hard to pay the back payments and need a modification and have been denied a modification twice. I think I am being treated this way because I am a minority and my house is in XXXX DC. I think its unfair that I am paying attorneys fees for the banking institution. My mortgage payment is {$1600.00} there attorney fees are {$510.00}. They have also scheduled court dates in addition to receiving payments. I really want to stay in my house and need help from the bank not be treated unfairly. Like the letter in this attachment I was late paying XXXX payment and now the Bank attorney wants an additional {$150.00} plus {$510.00} that I sent along with the mortgage payment of XXXX. I have all the documentation letters, payment receipts over the years were I have paid Pentagon Federal Credit Union Attorney Fees. I want it to stop!! For the record the house is contaminated, filled with mold, termites and water damage. I am taking all the extra money I have to repair and restore this home. I need help!!! I really need help!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-06-05
Scottsdale, AZ
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2017-05-31
Villas Del Sol, PR
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 explanation
2017-05-27
Dallas, TX
Getting a loan or lease
Vehicle loan or lease: Loan
Changes in terms mid-deal or after closing
Complaint: I applied for XXXX loans wit h Penfed CU si nce you have to select a vehicle for low risk loans. After getting my done with XXXX XXXX I took the bank draft from Penfed for $ XXXX and purchased the car on XXXX XXXX , 2017 . After purchasing the vehicle, XXXX tried to deposit draft. The draft was returned unpaid. For some reason that loan was cancelled. But the loan that was supposed to be cancelled was not. After lettin g Penfed know the situation and the delaer contacting me. Penfed refused to issue a new check or change the loan. The approval was for $ XXXX for 72 months at 4.50 %. They requested I do another loan in the system and request the same amount. The loan came back with an new approval of only $ XXXX . After talking to and asking Penfed to please just make loan same as original they refused. The vehicle was picked up last ni ght from my home. Since I work weekends. I now do n't have a vehicle and will have to quit my job since it is XXXX miles away. Because I traded in my vehicle so after a month I have nothing. Penfed gave me a loan and charged me XXXX times {$15.00} for overnight service. Why did n't they honor the check? Why would n't they just fix something I did n't do they done. They knew I had vehicle because dealer contacted the m 10 tim es to fix error and Penfed refused. I had $ XXXX equity in my trade and how I 'm I supposed to get that month back and how soon? How do I look for another job after quitting a $ XXXX A YEAR JOB. How do I pay my bills and help my elderly parents get around? I think Penfed should honor our agreement just like I honored my country with my military service. This is just not right. Now Penfed wants me to take a loan for only $ XXXX but not my rate is 6.1 % for 72 months. That 's just not right.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-25
Analomink, PA
Managing an account
Checking or savings account: Other banking product or service
Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-24
Bethlehem, PA
Closing an account
Checking or savings account: Savings account
Can't close your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-24
San Diego, CA
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: My HELOC with XXXX XXXX XXXX was initiated on XX/XX/XXXX. XXXX XXXX managed the servicing of this and the loan/account number provided was XXXX. <P/>I had been making payments through the designated online portal until XX/XX/XXXX when my access to this appeared to be blocked. I was presented with an error message stating my login details were invalid. Believing this was a website issue I gave it a day or two before trying again, but was met with the same error message. I attempted to re-register the account online, however when I entered my account number and last four digits of my social security number the system said it was unable to locate an account. <P/>I called XXXX customer care and explained issue and inquired if my note had been sold and/or if it was now being serviced by someone else. The customer care representative stated the note had not been sold, that XXXX were still the servicers and while they had no answer as to why the portal was not working they suggested I mail payment instead. Thinking this would be a one off payment I went into my bank and got a cashiers check ( at my own expense ) and sent this to the address listed the my XXXX payment envelope supplied with the statements. <P/>XXXX XXXX XXXX XXXX, MN, XXXX Through the month of XX/XX/XXXX I made several attempts to login to the XXXX payment portal to see if the access issue had been resolved, but was still getting the same error message. Not wishing to miss a payment I decided to initiate paying my monthly loan payment via the XXXX XXXX XXXX XXXX ( XXXX ) bill payment system. I set this up to automatically send out a bill payment check on the XXXX of each month, to the above listed address. The last attempt I made to access the online payment portal was in late XX/XX/XXXX and it was still denying me access ( see Exhibit A ). <P/>On or around the XX/XX/XXXX I received via mail, a servicing transfer letter stating my note had indeed been sold to Pentagon Federal Credit Union ( PFCU ) effective XX/XX/XXXX. In this letter it stated that while the note had been transferred, that PFCU does not itself service the loan. The servicer was to remain XXXX Bank and I was provided a new address below for all correspondence ( see Exhibit B ) : XXXX Mail Code XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX As per the new instructions I made XXXX payment via the XXXX bill payment system to above XXXX address. It is worth noting that by the time I was informed of this change I had already made XXXX and XXXX payments. However I had not received any correspondence stating there were issues with the manner in which these payments had been made. <P/>In XXXX, out of the blue, I received a letter from XXXX Bank explaining that as per my request they would no longer be contacting me using automated phone messaging services ( see Exhibit C ). I had made no such request and thought this to be highly irregular. I called XXXX customer service and re-confirmed the contact details of my account and at no point during this call was informed of any issue with the account. <P/>XXXX 's payment was sent the same way as XXXX and having not heard anything different I believed all was well with the account. <P/>In XXXX upon receiving and reviewing the statement I saw the payments for XXXX, XXXX and XXXX had not been applied to my account. Shocked to see this I called XXXX customer service and was told the reason for this was due to an account number discrepancy as a consequence of the loan transfer. More specifically, and contrary to what was referenced in the transfer letter, the representative indicated that PFCU had its own account numbers. The customer service representative assured me that they would be able to apply the payments and correct this issue on their end, but at that time was not able to provide me with an alternative account number. <P/>Prior to sending XXXX payment I once again called XXXX to inquire as to what my new account number was. I was told the only account number on file was XXXX ; the same account number listed on the XXXX statement and the same one I have had all along. Not wanting to be late with a payment I sent XXXX check in the same manner as before hoping that the issue would be rectified on the servicers end. <P/>In XXXX, as feared, the statement revealed that this issue had not been resolved. I called up XXXX customer service and explained how serious of an issue this was and asked to speak to a supervisor. I was told there was no one available at that time to take my call. Feeling desperate and that I could not leave the issue unresolved for any longer, I called the main telephone number to XXXXs corporate office and explained the issue to the operator who then transferred me to the customer advocacy department. <P/>I was assigned a customer advocate by the name of XXXX who I was told would become my point of contact. XXXX explained that her role was to ; audit previous payments on my account ; rectify the current non-application of payments to this and to monitor the account moving forward to ensure this was fully resolved. XXXX also explained that the reason the payments were not being applied was that the loan number used by the new note holder is different from the loan number originally issued when XXXX Bank originated your loan. I asked for this alternative account number but XXXX was unable to provide me with this. <P/>I had also noticed that XXXX were now reporting XXXX, XXXX and XXXX payments as unpaid to the credit bureaus. This angered me as I had been told by customer service representatives that my check payments had been received, but not applied to due a supposed account number discrepancy and therefore this was not an issue of non-payment. <P/>I spoke to XXXX and explained the situation and asked for this to be corrected and be provided with a letter confirming this so I may use to reverse this on my credit report. I was provided a letter that stated that XXXX was in possession of my payments for the months of XXXX, XXXX and XXXX but these could not be applied due to a different loan number being noted in the check memo line ( see Exhibit D ). <P/>However it is worth pointing out that the transfer letter I received from PFCU referenced the same loan number I was originally provided by XXXX ( see Exhibit B ), which is the same account number cited in my monthly statements. <P/>Believing that from here the customer advocate would work diligently to resolve the issue I gave XXXX some time to do some research. We touched base a few times through the months of XXXX and XXXX where I was told that she was working with the servicing department and PFCU to fix the problem. <P/>In XXXX I received a new statement still showing a growing past due balance indicating that XXXX had still not resolved this issue ( see Exhibit E ). I also received a letter from XXXX XXXX XXXX XXXX notifying me that they had filed a notice of default. In this letter they cite the name of the creditor as PFCU, the servicer as XXXX and the loan number as XXXX ( see Exhibit F ). <P/>As of XXXX my credit report shows that XXXX is reporting XXXX, XXXX, XXXX, XXXX and XXXX as unpaid, but XXXX as paid ( see Exhibit G ). This is not what is reflected in the account statements sent by XXXX. It appears that in addition to not applying payments received and withholding my checks, that XXXX is not accurately reporting to the credit bureaus. <P/>To this day I am yet to receive any correspondence from XXXX or PFCU regards any new account number to cite when making payments. I hold both XXXX and PFCU responsible for why my payments are not being applied. It is clear I have made all reasonable attempts not only to pay my monthly loan payment to XXXX, but also in contacting XXXX to try and resolve this issue. Please find attached as Exhibit H copies of all the checks sent to XXXX for XX/XX/XXXXto XX/XX/XXXX. <P/>This left me feeling helpless as without being provided the correct account number my payments are not being applied and if I do not send the payments I would be defaulting on the loan ; it is a no win situation. Adding to this misery is the fact that these bill payment checks are cleared funds, so I am still out of pocket the loan payments. <P/>This issue has had an enormous negative impact on my life. As a consequence of notice of default I am being contacted daily, by phone, email and mail by individuals and companies offering services to help me avoid foreclosure. Additionally my Solar panel provider, XXXX, sent me a letter stating that under the terms and conditions of the Solar contract, XXXX can come to the home and remove these panels believing their assets are at risk. They have also suggested that they would pursue legal action against me to protect their assets. <P/>This is all very distressing indeed with me needing to take time off work to try to resolve this and it is starting to take a toll on my health leaving me very anxious. I have had to seek medical intervention and counseling as I struggle to come to terms with the situation. Despite spending many hours trying to resolve this with XXXX, I fear this has gotten out of control and I am requesting that the CFPB investigate XXXXs servicing practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-22
Escondido, CA
Managing an account
Checking or savings account: Checking account
Banking errors
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-19
Ampthill, VA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-05-17
Warrenton, VA
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: Hello, On XXXX XXXX , XXXX I applied for a home equity loan threw Pen Federal cr edit union. the request was for XXXX at 3.75 p ercent and the length was 60 months. During the process, we had a dispute with our loan processor. I composed an email and requested and received another processor. In the email I stated I was worried that I would receive an unfair offer. She advised all my documents were in order and she would expedite the procedure since 6 weeks had gone by. I asked If they already ran my FICO score and she replied yes. At this rate I had no option but to wait for the offer. On XXXX XXXX , XXXX I receive a written offer for XXXX for 180 months at 4.99 percent. I refused immediately. My FICO score is XXXX . I have XXXX house with XXXX remaining on the loan. I have assets that total more than request amount. My employment has been steady for last 20 years. In the offer they stated I had too many credit inquires. I never missed a single payment on any creditor. Pen Federals website does n't even offer a term of 180 months. it is my belief they operate dishonest banking practices, classic bait and switch, and have discriminated against me for personal or age related reasons. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2017-05-15
Fort Worth, TX
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I was prequalified for a mortgage iao $ XXXX with Pen Fed Credit Union on XXXX / XXXX / 17 I then submitted all my financial documents, and was " Approved '' to purchase a home iao $ XXXX . After getting the inspection, appraisal, title, insurance I was told the UW made a mistake and denied. Multiple Pen Fed e mployees advised me both verbally and in writing that a n UW had reviewed the file and there were no issues. I can understand this issue not being addressed during the Pre-qualification stage, however I submitted ALL m y Income & Asset d oc 's to PenFed on XXXX , it too k 2 weeks to determine the loan did not qualify?? In addition, Title work, Inspections, Appraisal, Home Owners Insurance have all been completed ... we were set to close XXXX . Not to mention my lease expires this month, so I may be potentially homeless ... .hopefully my landlord did not lease my apartment. I can certainly understand guidelines, policies and procedures. However, the # 1 question I have is, why are we just now having this conversation?? The typical mortgage transaction should take roughly 30 days or less in a perfect world ... surely your underwriting staff is not waiting until da y 14 to rev iew Income? ? There definitely was no delay on my end, I had all doc 's uploaded usually w ith in 24hrs . After bein g a PenFed m ember for 9yrs I certa inly did not expect that this would be my experience, especially considering this bein g one of the most important financial decisions of my life. I was misinformed and miseducated the entire process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief