PENTAGON FEDERAL CREDIT UNION

2016-05-03

Bolingbrook, IL

Managing 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 monetary relief

Disputed: No Timely Response

2016-04-26

Harsens Is, MI

Account opening, closing, or management

Bank account or service: Checking account

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

2016-04-22

Conway, SC

Managing 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 non-monetary relief

Disputed: No Timely Response

2016-04-22

Rochester, NY

Balance transfer

Credit card:

Complaint: This is a complaint against the CFPB. I filed a complaint with you over violations of the CARD Act of 2009 by Pentagon Federal Credit Union ( case no. XXXX ). Their entire response was only to claim they needed more time to " research '' the issue. A week later their " update '' was that they were still " researching '' : it. When I disputed that, your own response was simply to close my complaint. What kind of XXXX is this? Are you going to enforce the law or not? And if not, who do I need to contact in order to hold Penfed accountable? Or can they just get away indefinitely with violating federal law? You are a useless agency. Perhaps CFPB should be shut down. I think it is not unreasonable to expect some accountability from someone around here and so far I 'm not getting it. Is anyone there going to actually DO something about this or not? And do n't tell me to hire a lawyer. If I have to sue these people myself, then what exactly is your function?
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

2016-04-21

Marietta, GA

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

2016-04-21

Soddy Daisy, TN

Settlement process and costs

Mortgage: Conventional fixed mortgage

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

2016-04-19

Marietta, GA

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

2016-04-13

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

2016-04-12

Foothill Ranch, CA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I applied for a mortgage refinance loan from PenFed credit union in XXXX 2016 via the internet and gave them the requested information they sought, which included income from my wife and myself, past credit experience etc. About four days later I received an E-mail from their loan broker in XXXX, Oregon stating that he had my application from his home office, and that it appeared I would not qualify for the loan because of my income level, even though it all had not been verified. I therefore ask the loan officer to cancel my request, which he agree to do. In the loan application they requested a bank card to cover expenses in processing the loan. I believed they have incurred no expenses but they have charged my credit card with {$84.00}. Why? I called the PenFed office and asked that they remove the charge of {$84.00} since they have incurred no expense except for the on line application. They refused my request. I argued that the only information they had for the application was the info I provided for them on my online application. I would like to have the PenFed charge removed from my credit card or the amount of their charge be returned to me.
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

2016-04-11

Aspen Hill, MD

Deposits and withdrawals

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 monetary relief

Disputed: No Timely Response

2016-04-11

Lewisville, TX

Shopping for a loan or lease

Consumer Loan: Vehicle loan

Complaint: I contacted Pentagon Federal Credit Union to inquire about products and services. After establishing an account, I called back that same evening to apply for an Auto Loan. When applying for the auto loan with the second representative, he offered and and asked if I wanted some type of insurance product that would take care of payments in the event that I was injured/etc. What I found EXTREMELY disturbing is that fact that the rep asked if I had been diagnosed with XXXX, an XXXX, or XXXX. That is confidential and personal information. No customer service representative should be qualified to ask for that information. No customer service representative should be privy to a customer 's name and potential XXXX, and/or XXXX status. In addition to this, this is discriminatory lending practices. This is not ok.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-09

Tucson, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced my home earlier this year using Pentagon Federal. Escrow signing took place on XX/XX/2016. I received a letter from XXXX today XX/XX/2116 dated XX/XX/2116 letting me know that the ownership of my XXXX lien mortgage had been transferred by Pentagon Federal Credit Union to XXXX. This transfer was effective XX/XX/2116. I never received correspondence from Pentagon Federal or XXXX letting me know that this was going to occur. It was my understanding that I had to be notified 15 days before the transfer became effective.
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

2016-04-07

Inglewood, CA

Deposits and withdrawals

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

2016-04-04

WA

Deposits and withdrawals

Bank account or service: Savings account

Complaint: On XXXX XXXX, XXXX, I contacted PENFED Credit Union at XXXX, and talked to a customer service representative regarding the amount of {$490.00} which was paid twice to my personal loan. I informed the customer rep that I can not afford to pay the loan twice since am paying for mortgage and other loans. That, am currently retired and am in a fixed income. The customer representative informed me that the amount of {$490.00} will be reversed back to my XXXX XXXX XXXX XXXX in 48 hours. On XXXX XXXX, XXXX, I again contacted the PENFED Credit Union and talked to XXXX, Customer Service Representative, and she informed me that the money can not be reversed back to my XXXX XXXX XXXX XXXX, as they will either wired it charging me {$20.00} or mailed me back the check in the amount of {$490.00}. She ask for my pin number which I completely forgot since I have n't used PENFED in XXXX. She did n't provide informed me as to mailing a new pin number. I did n't received good customer service from her. Again, I contacted PENFED Credit Union and talked to XXXX, Supervisor. I told him about the situation, and he said that the money can not be reversed back to my XXXX XXXX XXXX XXXX. I told him that the information provided by the customer service representative on XXXX XXXX, was misleading. XXXX then asked me XXXX questions, and I said none of the above, which locked me out of the system. I ask him what was the reason why he ask me the questions, and he said that is public information. Then, he said that in order for my money to be wired, I need the pin number and if to mail out it will take 7 to 14 days. He then told me that I would have to wait another 24 hours before the system is activated again. Then, another XXXX questions will be ask. I told him that is not fair and that the information provided in XXXX XXXX, was misleading. That, I will never use PENFED Federal Credit Union again after my personal is fully paid off.
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

2016-04-03

Albuquerque, NM

Credit determination

Credit card:

Complaint: Today I applied for a PenFed Credit Union XXXX card and was denied. I have good income for years, and my XXXX score is XXXX, and XXXX is XXXX. I am XXXX, however, and I think my last name may be red-flagged by PenFed. Why else would I be denied? I just recently was approved for a XXXX card with a {$6000.00} limit, and a home improvement loan of {$30000.00}. This is unprofessional, and CFPB should look into this. The same thing happened to me at XXXX last year. Something is amiss. And it 's not my credit.
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

2016-04-01

San Gabriel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: First of all I would like to take this moment to thank you for all the wonderful work you do in helping us resolve issues that would take years to resolve but because of your exceptional work they get resolved sooner, for that thank you. I have a mortgage with Pentagon Federal Credit Union ( PENFED ) I the borrower pay the Insurance and Taxes no escrows. I paid the Insurance and the taxes for fiscal year XX/XX/XXXX-XX/XX/XXXX. My XXXX XXXX XXXX forwarded the homeowner 's declaration page ( HODP ) in XXXX XXXX on the renewal date. In XX/XX/XXXX I received a letter from PENFED requesting a copy which I uploaded on the internet portal as they requested. In XX/XX/XXXX I was notified of forced insurance. Called their toll free and I was advised that they received all the needed documents ( s ). Forward to XXXX XXXX they raised my payments to reflect the forced insurance. I have tried to correct the issue and they acknowledge they received the HODP I 'm not sure if its incompetence on the employees on their systems do n't interface/talk to each other. If could be kind enough and help me resolve this issue of having XXXX policies on XXXX house.
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

2016-03-31

Kachemak, AK

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I had a mortgage with Pentagon Federal Credit Union with a balance of approximately {$130000.00}. I applied in early XXXX for a re-finance in the amount of {$160000.00} on an adjustable XXXX rate mortgage and stipulated a Title Service company here in Alaska as my choice of service. After the loan was approved and scheduled for closing - I was notified at the last minute another Title company would service the loan. I objected ( by email ) because it would cost more - they said they would lower some fees to make up for it and they did ( but not for as much as promised initially - again by email ). Also questioned why we are paying {$1000.00} for an appraisal that cost {$700.00} ( which is why we wanted to choose our appraiser and Title company ) basically told verbally by " XXXX '' it was a service fee tacked on by XXXX (?? ) Signing was scheduled at our home for XXXX. Prior to that I requested copies of all documents we would be signing. I asked more than XXXX time by email. From XXXX XXXX we received XXXX different disclosures. We signed on XXXX and was told funds would be available on the XXXX - then the XXXX ... Was given an electronic deposit tracking # and told was made n the XXXX after XXXX. As of today the XXXX still no funds after repeatedly requesting by emails starting XXXX As of today no accounting received for our request for clarification of " changes '' we were told would result in funds received As of today we have not received ANY copies of any documents we signed. Emails attached along with copies of documents sent to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: Yes Timely Response

2016-03-30

Jupiter, FL

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: I was sold a car under false pretences on XXXX/XXXX/16, the day I took the vehicle off the lot I noticed it was not what had been promised. I took the vehicle to the manufacturer that informed me the car appeared to be in an accident and any repairs that would be covered under warranty became null and void. I called the dealer and told them I no longer felt comfortable with the vehicle and was going to return it. I called on XXXX/XXXX/16 to put a stop payment with the financial institution and was told it would take 2 days to process. I have called continually for the past several days as to the status of the stop payment for a car that was returned on XXXX/XXXX/16. Yesterday XXXX I was informed that the payment had been cashed.
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

2016-03-28

Loehmanns Plaza, NY

Billing disputes

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

2016-03-25

NE

Closing/Cancelling account

Credit card:

Complaint: I opened a joint-owner credit card with the Pentagon Federal Credit Union in XXXX XXXX. I closed it in XXXX XXXX with a {$10000.00} XXXX XXXX in Pays As Agreed status. The closure was only reported to XXXX correctly. XXXX and XXXX still report it as open with a {$2500.00} credit limit. I filed a dispute with both XXXX and XXXX and PenFed came back with both credit limit as correct and the account is still open. When I called PenFed, they agreed the card was closed but refused to correct their mistake.
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: Yes Timely Response

2016-03-24

Kendall, FL

Advertising and marketing

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: No Timely Response

2016-03-24

Las Vegas, NV

Deposits and withdrawals

Bank account or service: Checking account

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

2016-03-22

Ernul, NC

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Someone opened an account with PENFED Credit Union under my name last XXXX 2015. I found out about this this past XXXX. I have called PENFED 6 times, faxed them my police report 3 times and have yet to hear from them with any followup from the Fraud Dept. I am very concerned that there is no follow up or concern for resolution with this issue.
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

2016-03-22

Santa Ysabel, CA

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Our complaint is about Penfed not honoring its advertized policy of holding the loan rate unchanged, in spite of their agreeing to " lock the rate for 60 days ''. When I ( XXXX ) made my first call to Penfed, in XXXX, I enquired about the terms and conditions for a loan rate which they had advertised. I was told that besides the usual creditworthiness etc, there were XXXX conditions. The loan should be a " conforming '' loan ( amount less than {$410000.00} ), and there should be a 20 percent down payment. In a few days I called again to finalize the amount of the loan. I mentioned that based on the on the value of our house given by XXXX ( {$580000.00} ), 20 percent down ( {$460000.00} ) would exceed the the first condition, so I was considering {$410000.00}. I then asked if, on the other hand, I were to request {$400000.00} ( which would be 30 percent down ), would that lower the loan costs? I was told that it would not. The loan rate would not change as long as the criterion of 20 percent down was met. So, we filed an application for {$410000.00} and chose to " Lock the rate for 60 days ''. On XXXX XXXX we received an " Interest Rate Confirmation Agreement ''. More than a month later, XXXX XXXX XXXX ), my wife received a mail saying that the house appraisal had arrived and that it was adequate. However, in a few days the interest rates went up, and they sent us a new loan agreement. While this new agreement nominally had the same interest rate, the other costs had dramatically increased by about {$6000.00}. I complained, and I was told that the costs had gone up because the appraisal was too low. I pointed out that while one can raise questions about the method of appraisal, it still satisfied the 20 percent criterion, and as a matter of fact, their first reaction to the appraisal was that it was " good enough ''. As a result of my protest the loan costs were slightly reduced, but they were still far higher than the original agreement. In a nutshell, in spite of promising a 60 day lock on the interest rate, effectively the rate was significantly increased. And in spite of a subsequent modification ( after our complaint ), it still stands quite a bit above the original agreement. We are enclosing the following : File 1 : The original contract File 2 : Letter indicating that the appraisal was " good enough ''. File 3 : Modified rate File 4 : Readjusted rate File 5 : Appraisal XXXX and XXXX XXXX XXXX
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

2016-03-08

PA

Billing disputes

Credit card:

Complaint: I signed for an upgrade to a 6 cylinder car from XXXX XXXX for an additional {$140.00}, but I did not get a 6 cylinder car. They gave a 4 cylinder Corolla. I asked XXXX for a credit to my credit card, but they refused. When I complained to Penfed Visa, my credit card company, they refused to give me a credit without a credit memo from XXXX.
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