PENTAGON FEDERAL CREDIT UNION

2019-09-20

Chantilly, VA

Closing on a mortgage

Mortgage: VA 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

2019-09-19

Brooklyn, NY

Problem with the payoff process at the end of 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

2019-09-19

WI

Incorrect information on your report

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

Account information incorrect
Complaint: Contacted 6 times regarding incorrect reporting. I have never received verification of account. Disputes just marked as closed without verification or correct updating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-18

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

2019-09-18

Lewisville, 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: I originally had a vehicle loan with XXXX XXXX XXXX XXXX XXXX is which in their admitted error placed CPI insurance on my account. My loan then went past due and during this dispute and escalation process against XXXX my loan was transferred to Pen Fed Credit Union but in a delinquent stage. I advised Pen Fed representatives that this is a mistake of XXXX XXXX and that I am not past due it is due to the CPI that was force placed that should not have been that my account is delinquent. After I escalated this issue to supervisors and a VP by the name of XXXX XXXX who was able to fix and update my account rapidly refunding over {$1500.00} to m account which placed it back at its normal payment and in a current status. Despite that issue being fixed it was reported that I was 30 days past due on two different occasions to the credit bureaus and I need those removed immediately. Pen Fed has acknowledged the mistake and removed all late fees from the account and apologized but this has not restored my 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

2019-09-15

Bixby Knolls, CA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-09-14

Salton City, CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: Me and my wife made reservations to XXXX XXXX in Arizona in XXXX of 2019 because it is the only way to ensure you can get a space. We only had an opportunity to go in XXXX XXXX 2019 ; however, at this point in time we financially can not afford to continue with our reservation so we cancelled it online which is the only option and that was successful. The other item which was the mule pack on XX/XX/XXXX and XXXX can not be reimbursed and there is no number to call or email to have someone reach out to you. I have not utilized the services and I was originally charged without my consent anyway. I am extremely frustrated because my bank is not giving me an option to even file the claim for a service I have not even received yet and will not be using now. My XXXX XXXX card was charged on XX/XX/2019
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

2019-09-13

Bda Figueroa, PR

Incorrect information on your report

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

Account information incorrect
Complaint: Multiple Hard Inquiries were made without my consent or incorrect dates and followed credit bureau instructions to reach the lenders but they havent been able to 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

2019-09-13

Arlington, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to arrest you or take you to jail if you do not pay
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-12

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

Timely Response

2019-09-11

Oxford, GA

Improper use of your report

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

Reporting company used your report improperly
Complaint: PenFed is reporting to inquires on my credit file that I did not authorize. I have a fraud alert set up on my credit file and I did not receive a call to verify any information. Therefor I did not authorize theses inquires.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-11

Ft Belvoir, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: PENFED Mortgage is not capable of servicing my mortgage. They have " lost '' my payment 3-4 times in the past year. In XX/XX/2019, they returned my mortgage payment and I had to re-pay the mortgage in order not to be late. They are blaming it on " system issues ''. Even though they said that everything was OK, the XXXX Mortgage statement shows that I did not pay the XXXX payment. It is very stressful and its becoming unfair and abusive on their part. I am sure other consumers have to go through this and they are not fixing this problem. Please supervise this Credit Union and make sure that they are complying with CFPB 's servicing 's rule and not violating the UDAAP rule. As of today, they still haven't returned my phone call regarding my " past due '' account which is not past due since I pay my mortgage on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-06

Auburn, AL

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: Please review my checking and savings account for any unauthorized deposits and withdrawels.From this day forward no one is authorized to use any of the credit of XXXX XXXX XXXX .This only applies to the direct deposits from the Veterans Administration that are deposited into the above accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-04

Huntsville, AL

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

Timely Response

2019-09-03

Santa Ana, CA

Incorrect information on your report

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

Account information incorrect
Complaint: My complaint is against PenFed Credit Union. Account # XXXX-XXXX-XXXX-xxxx, open XX/XX/2016. My Pentagon member number is : XXXX. My payment was due for XX/XX/XXXX and I made my payment on XX/XX/XXXX and immediately I called the collections department from the mentioned company and was told that it wont be reported negative, they told me not to worry and that I should be fine, mentioned a 3-day period of grace ( call should be recorded ). I also spoke with a supervisor and the supervisor and he determine that the agent made an error in telling me that negative marks were not going to be reflected. It is not my fault that the agents in the company are not well trained and misguide costumers. This is negligence, unfair business practice, I never received a late payment insertion by mail required by California Reporting Act and the list of violations can go on. I have been a loyal costumer to Penfed Credit Union, NEVER since I open the account Ive been late with them. I respectfully request through CFPB a deletion letter from Penfed Credit Union. If this doesnt happen I will have to take this case to court even though they do not appear in Secretary of StatXXXX of California having a branch in XXXX XXXX. I will find the way to sue if I have too, nobody is above the law. Im also attaching one of my bank savings account to prove it was not a money factor. Thank you!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-03

Ft Belvoir, VA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Complaint: Someone had access my Pentagon Federal Credit Union with my username and password, online. He/she also created account on XXXX XXXX XXXX in my name and used my address, and then login-ed into this account, transferred/moved money from my accounts from my Pentagon Federal Credit Union to XXXX XXXX XXXX After one of the managers at PenFed Credit Union, who was helping me to create new login and new accounts, when I found out about it on XX/XX/2018and went and report to PenFed Credit Union. One of the managers at PenFed Credit Union, accredited me with {$35000.00}. However, there are still missing 15.000.00 from my old accounts and my new new accounts. I had been see this manager and other managers almost every weekends, since then. Every times, I asked about this missing money, PenFed managers are saying that I needed to file the complain with XXXX Police because of 'Fraud '. The case number for this event is # XXXX 1. One {$5000.00} was transfer from my other credit card account XXXX, XXXX XXXX XXXX then this money were go through XXXXXX/XX/XXXX. I did spoke with managers at XXXX XXXX XXXX XXXX and they all said that I had to speak to Penfed CU. 2. The other {$10000.00} were transferred from my olds PenFed accounts to XXXX XX/XX/XXXX Credit Card account had not been accounted for. They, PenFed fraud department, think their other manager, somehow missing/forget that. One of the manager told me after I file the complained with XXXX Police, they ( PenFed ) will give me this amount of money back to me, but until now, I have not get it back yet. I had been see this manager and other manager almost every weeks since then, and filled out a lot of papers Could some one, please help me to get my missing money back? Regards. XXXX Bank Name Pentagon Federal Credit Union
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

2019-08-30

Lompoc, 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

2019-08-30

Fremont, NE

Trouble during payment process

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

2019-08-30

Allentown, PA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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 explanation

Timely Response

2019-08-29

Lompoc, 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

2019-08-27

Dana Point, CA

Problem when making payments

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

Problem during payment process
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

2019-08-26

Brooklyn, NY

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

2019-08-26

Campton Hills, IL

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: The person who processes credit card disputes at PenFed does a terrible job. In XX/XX/XXXX-XX/XX/XXXX, I had several disputes with a Utility company that was charging my credit card for another customer 's utility bill - the disputes person at PenFed did not process the case in time and I lost several hundred dollars. Last year, I had fraudulent charges from an airline on my credit card. Once again, this person delayed the processing of my disputes and then closed them out as being late ... even though I provided all the documentation in time and she sat on them for weeks until it was too late. Once again, I lost over {$100.00} this time around. Now I have submitted two disputes and I am worried that they also will not be processed correctly. I love PenFed, but I simply don't use the credit cards because I am afraid that this person, and PenFed, doesn't have my back on the rare occasion where disputes arise with merchants.
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

2019-08-25

South Orange, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The CFPB has been told false information about complaint # XXXX concerning the mortgage servicing department of Pentagon Federal Credit Union ( hereinafter, PenFed ). Additionally, the CFPB artificially collapsed two complaints, with distinct information, about this mortgage servicer into one. First, I am a member of PenFed and on three separate accounts with it, including the mortgage note on the mortgage in question on these complaints. Those accounts are accounts held with my husband, ( XXXX XXXX ). The account numbers are : XXXX, XXXX, XXXX During the closing on the mortgage loan, I was told that if I did not sign documents making me responsible for the mortgage note, the mortgage loan would not be provided. It was one of several last-minute irregularities on this loan that resulted in increased costs and risks to us. I did sign the mortgage note, so PenFed should not be allowed now to ignore the complaint submitted on behalf of my husband and me because of this. Like so much else from this institution, the CFPB should not rely on PenFeds word that has been cited and instead it should directly investigate the complaint and review the mortgage note and other documents in question. It will find that the mortgage servicing department is guilty of all that is has been accused of in these complaints and that its response is a pretext to avoid detection of its abuses. The fact that PenFed has willfully withheld critical information from the CFPB in response to these complaints and provided the kind of response it has indicates just how evasive it is, and demonstrates just why the CFPB needs to rely on its own investigation of the complaints and its own review of the legal documents, including the mortgage note, of this mortgage, rather than the false word of the institution and its badly managed mortgage servicing department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Aloha, OR

Took or threatened to take negative or legal action

Debt collection: I do not know

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 explanation

Timely Response