PENTAGON FEDERAL CREDIT UNION

2017-05-15

Glyndon, MD

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2017-05-14

Monterey Park, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-13

Washington, DC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Complaint: I mobile deposited a check from XXXX XXXX dealership for XXXX . The check was deposited in my account on XXXX / XXXX / XXXX . The check was drawn on XXXX XXXX of XXXX va. The check was then withdrawn from my Pentagon federal credit union account on XXXX / XXXX / XXXX for duplicate deposit. I 've contacted both banks and the issuer and keep getting the run around. The check was apparently deposited in XXXX accounts. My car was stolen and the check was in my vehicle glove box at the time of the theft. 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

2017-05-13

Sayreville, NJ

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 called PenFed a bout an inquiry on X/XX/2017 and was told to send a copy of my credit report to the proper department as it was confirmed I did not apply for any products on the inquiry date. I have not heard back and the inquiry has not been deleted from my 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

2017-05-12

Occoquan, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX / XXXX / 17 - I calle d Pentagon FCU to en sure our XXXX payment had been made as my husband had passed away on XXXX / XXXX / 17 . The mortgage was only in his name. I paid the mortgage and was asked if I would like to be contacted in regard to my options for the mortgage going forward. I said yes. From this call all my joint accounts were frozen. XXXX / XXXX / 17 - I hand carried the paperwork and death certificate to the main branch of PenFed in XXXX VA. It was to be faxed to the estate department o f PenFed. XXXX - I called as I have not received any information regarding the mortgage, I do not have access to the information regarding the mortgage, and I have to call each month to make a payment and I have to remember to place the call. I was told that it was necessary to provide a death certificate - told them that had been done a month prior and that it was hand carried to them. I was told that someone would contact me - still no resolution or correspondence from PenFed regar ding the issue.
Company Response: Closed with non-monetary relief

Timely Response

2017-05-11

CT

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: I refinanced my loan throu gh PenFed and it was ma ndatory to open an account with them which they call i t Regular Share. They said that I do n't need to deposit any money to the account, and they 'll deposit a XXXX dollar gift into the account for me. This XXXX dollars are unavailable and I can never transfer any part of it to any other account I have. Then I noticed that my monthly payments ar e 9 cents higher than it should be. I mentioned it to PenFed and they conf essed that they do this unfair activity. They add that " XXXX -dollar gift '' to principal balance of the loans . PenFed p robably makes couple of million dollars only out of this unf air transaction. They have done more unfair activities over my refinancing process, thi s one was the most obvious and simple one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-11

San Mateo, CA

Incorrect information on your report

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

Account status incorrect
Complaint: I was a member of XXXX XXXX XXXX , which was acquired by Pentagon Federal Credit Union. The process of merging, transferring, and issuing new account numbers were phased-in over three months : XX/XX/XXXX , XX/XX/XXXX and XX/XX/XXXX . I have had a XXXX Visa card ( " loan account '' ) since XX/XX/XXXX that I paid via my accounts page. My accounts page included my savings account and I would pay my Visa by simply transferring money from the savings account to the Visa account. During the phase-in transition however, the banking accounts ported over to the Penfed website in XX/XX/XXXX , but not the Loan accounts ; those would not phase-in until XX/XX/XXXX . In XX/XX/XXXX I sent a secure message to Penfed customer service about making my Visa payment, the response was to mail it, and I was provided an address. I se nt a Bill Pay p ayment from my main banking institution to the address provided. I verified that it had been delivered. A few weeks later I receive a letter saying my payment was not received, so I sent another Bill Pay payment overnight via XXXX and it came with a tracking number. I verified with the XXXX ' website that it too had been delivered. Both payments were sent and received before the due dates. On XX/XX/XXXX , I receive a credit alert from XXXX that Penfed reported my Visa account as 30 days late. The effect of this reporting tanked my credit score. When I called Penfed 's customer service I was told that they were behind on processing former XXXX XXXX XXXX loan payments.
Company Response: Closed with non-monetary relief

Timely Response

2017-05-08

Birmingham, AL

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

Timely Response

2017-05-06

Little Rock, AR

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
Complaint: After hearing many good things about Penfed, I decided to join around XX/XX/XXXX. I am in the process of repairing my credit, so I thought it would be a good idea to establish a relationship with a creditable credit union. Upon joining, I applied for a few of their products and I was denied. XX/XX/XXXX, I had some more updates to my credit report and score so I decided to apply for an auto loan. It was denied as well. On XX/XX/XXXX, I sent a request for a reconsideration. Knowing that Penfed uses the same credit report for 90 days, I asked that they pull a new report. I also included an explanation of the credit issues. On XX/XX/XXXX, I received a response from XXXX XXXX, a Loan Processor, acknowledging that my information was received. On XX/XX/XXXX, I also received a request from XXXX XXXX, saying that in order to process my request a freeze would need to removed from one of my credit reports. She said to fax, email, or email them the PIN for access to the credit report or let them know when it was removed. I contacted the credit bureau and paid the fee to remove the freeze. I then emailed Penfed to let them know that the freeze was removed on XX/XX/XXXX. On XX/XX/XXXX, I received a response from XXXX XXXX, loan processor, stating that the information had been received. On I believe XX/XX/XXXX, I logged in to see that the reconsideration was denied. Mind you that I get alerts for all score and inquiry changes, so I am aware when things update. There was no additional pull from Penfed, only the one that was pulled when I joined. I sent a message addressed to a manager on XX/XX/XXXX, asking why the new report was not used and as requested. I also inquired about credit criteria for small bill consolidation loan. I received a response from XXXX XXXX, loan analyst, indicating that my credit does not fall within their lending guideline. I fully understand that and I will continue working on my credit. What I do not understand is why they would say they would pull an updated report, had me pay to remove the freeze from the report, and they never pulled a new one or never acknowledged that they employees failed to do as requested. I have since asked them to close my account. I hoped to build a long relationship with them, but I they do not follow through with what they say they will do. I will continue rebuilding my credit and try for an auto loan again with a company a different credit union in a year or so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-04

Santa Ana, CA

Improper use of your report

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

Reporting company used your report improperly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-02

Dedham, MA

Getting a line of credit

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

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

Timely Response

2017-05-02

Stroudsburg, PA

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2017-04-30

Burlingame, CA

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-04-28

Pittsburgh, PA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: My deposits are not being processed on time for me to receive them because they dont want me to report them for the y will be closed on a Saturday and they try to determine who I report them to the following Monday. I call 3 othe r banks that said I should have received my deposit fro m VA defas or the treasury. Also bank took money from my account after I confirmed by phone that the money was there. When I went online to spend it suddenly XXXX disappeared then XXXX more then XXXX more not allowing me to pay my tuition and ruining my registration for courses. I emailed and they refused to state entirely what had been done. When I called they claimed a disclosure that i never received took effect at that very moment late in the afternoon and thats why they did it. So they admittingly denied me my banking rights to hide their discrimination. And just gave me the money back ... Please help me in this matter. They have been ruining my life this year
Company Response: Closed with explanation

Timely Response

2017-04-26

Alts De Terralinda, PR

Problem with a company's investigation into an existing issue

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

Investigation took more than 30 days
Company Response: Closed with explanation

Timely Response

2017-04-24

Wdbg, VA

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

2017-04-18

Lk Buena Vis, FL

Taking out the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2017-04-11

NJ

Billing disputes

Credit card:

Complaint: My credit card from Pentagon Federal Credit Union was hacked. On XX/XX/2017 at least XXXX fraudulent charges were made and a third attempted. When a vendor notified me of the attempted fraud I immediately cancelled the card and a new one has been issued. On the same day Penfed caught XXXX of the fraudulent charges, it let another XXXX, for XXXX that amount, go through as a legitimate charge and billed me for a {$490.00} purchase I never made. ( See accompanying letter and statement. ) They are grossly incompetent investigating fraud and their attempt to have me pay for such an error amounts, essentially, to a violation of the federal mail fraud act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2017-04-11

Orion Twp, MI

Balance transfer

Credit card:

Complaint: I truly do not like filing this complaint against PenFed, overall they provide a great product and their representatives have always been respectful. However, their needs to be a policy change on how Balance transfers to Navy Federal Credit Union are handled. On XXXX/XXXX/2017 I took advantage of a promo to transfer balances at 0 % interest for 12 months. I transfered {$2700.00} to my Navy Federal credit Union account and provided all the correct information. However, the balance transfer was mailed to XXXX. Now XXXX separate reps. for Pended has informed me this is Penfed 's mistake and is will takes weeks or longer to receive the check back. My complaint : if Pended ; s recognizes this is their mistake, why are they not take responsibility. why is the {$2700.00} still on my account and deducted from my available credit. Why has n't PenFed simply stop payment? I am unable to reassure that balance transfer until the account is credited. Lastly, why are the balance being reported to the credit bureaus including the {$2700.00} balance transfer?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2017-04-10

Warrenton, VA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I opened an account with PenFed Credit Union back in XX/XX/XXXX. I credited the account with a XXXX dollars and never used that account again until today. So since there were no mouvements, they closed the account and sent the money to the previous address I used to live. I was not aware the account was closed. They never called or sent me an email. When I called on XX/XX/XXXX at XXXX, XXXX from PENFED told me they sent the check of {$100.00} to my previous address and I wo n't be reimbursed for that amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2017-04-10

Berthoud, CO

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: My daughter goes to school at XXXX in XXXX, HI ; she is XXXX years old. She wanted to buy a car so I told her I would co-sign on a loan for her. I received and filed out a credit application form from Pentagon Federal Credit Union ( PENFED ). Some time later I learned from her that she had gone in to the dealer and signed the load papers and left with the car. They had not sent the promissory note to me to sign. I was, in fact, not going to sign the load until we negotiated the price down. I believe she paid about {$1500.00} to much for the car. I talked to one XXXX XXXX ( spelling? ) XXXX XXXX XXXX at PENFED and he told me he found the promissory note and he could see my daughters signature and where I was supposed to sign it was blank. I then contacted XXXX and their records indicate that I am on the loan with PENFED as sole owner of the loan. I also filled a dispute with them. Basically it seems to me that I am an owner of a loan that I did not sign for. This seems like fraud to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2017-04-10

Atl, GA

Incorrect information on credit report

Credit reporting:

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

Disputed: No Timely Response

2017-04-10

Bryan, TX

Cont'd attempts collect debt not owed

Debt collection: Credit card

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

Disputed: No Timely Response

2017-04-07

Bakerview, WA

Using a debit or ATM card

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2017-04-06

Clifton, PA

Other

Credit card:

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

Disputed: Yes Timely Response