PENTAGON FEDERAL CREDIT UNION

2015-09-22

La Cienga, NM

Deposits and withdrawals

Bank account or service: Savings account

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-21

Alexandria, VA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I applied for a checking account with Penfed with the anticipation of establishing a joint account with a person I bought a home with on XXXX XXXX not knowing that they were going to do an immediate hard credit pull over the phone without notifying me. I was trying to apply for a mortgage at the same time so this was disconcerting. After being bombarded with emails and paper post I decided to cancel my account almost immediately after. Someone over the phone told me it was easy to cancel and they said they put through the request immediately. I find out today XXXX XXXX that the account was never closed. The reason is because they require XXXX separate notarized documents, a copy of my social security ID, my driver 's license, and a utility bill, just to close a bank account that had {$5.00} in it. They cite the Patriot Act as the reason for doing so, but could not say why. I think this is costly, a waste of time, and extremely misleading to the consumer about the practices of this bank. I think they put these obstacles in place to trap their customers in to an account, as I 've never had difficulties cancelling an account with any institution.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-09-19

Gretna, LA

Billing disputes

Credit card:

Complaint: I have a credit card account with Pentagon Federal Credit Union and have requested several times that the credit insurance I am being charged monthly be discontinued via email within their secure email messaging platform and they refuse to do so unless I sign documents. My email from within their secure website should be good enough. I have placed the credit insurance debit charges that they keep charging me into dispute, yet I logged in today and I can not find anything about the status of the disputes. This month, another charge for {$.00}. These charges may be small, but they add up, and when this may be occurring nationwide, it adds up to a considerable amount of money. When I inform you I no longer want the credit insurance it should be removed prompty without the need for dispute resolution or me having to go to regulatory agencies to complain.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-09-18

Palm Desert, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-15

West Chester, PA

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-09-15

Spfld, MA

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: On XXXX XXXX, XXXX, I financed a used XXXX XXXX XXXX through the XXXX XXXX XXXX XXXX. The cost of the car after negotiation was {$25000.00} ; I put down {$10000.00} which brought the car down to {$XXXX XXXX. The payments of {$340.00} for 48 months began of XXXX XXXX, XXXX with the final payment due on XXXX XXXX, XXXX. After receiving a solicitation from Pentagon Federal Credit Union for a refinance rate of 1.99 % I decided to take the promotion. I contacted PenFed and was told that they would payoff the loan for {$6900.00}. I received the check from of {$6900.00} from PenFed and endorsed it over to a loan officer at XXXX XXXX XXXX XXXX. Communication with a loan officer at PenFed was that the the new loan would be about {$200.00} maybe a little more for 24 months. I agreed to this loan amount and faxed an aceptance back. I never received any documents but received a coupon book and through an oversight on my part began making payments. It was not until I completed making 36 monthly payments that I realized I had been scammed. I could not locate any loan agreements and promptly notified PenFed. This is where my experience began with PenFed and my letter of XXXX XXXX, XXXX supports my actions. Instead of PenFed taking responsibility for this practice It escalated with fraudulent documents, checks and unbelievable deception. I have attached all communication, from me to PenFed and from PenFed to me. PenFed claims that I financed {$15000.00} with the XXXX XXXX XXXX XXXX, I then turned around and financed {$16000.00} with PenFed for the same XXXX XXXX XXXX. PenFed claims that a check for {$9200.00} was issued to me and placed into a share draft account. PenFed then states that the {$9200.00} was used to payoff the mercedes. PenFed then claims that XXXX and XXXX XXXX was issued a check for {$11000.00} and produced a promissory note to go with the others that were created. PenFed claims that the {$11000.00} was used to payoff a XXXX XXXX. This XXXX belongs to XXXX XXXX and was paid off in XXXX. PenFed trips themselves up by claiming that the {$11000.00} and the {$9200.00} XXXX went to payoff the XXXX XXXX. The payoff notices from XXXX of XXXX XXXX, XXXX and follow-up on XXXX XXXX, XXXX proves beyond a shadow of a doubt that XXXX and XXXX XXXX have been defrauded and scammed. In my complaint of XXXX we did not have these documents. These documents from XXXX Bank clearly refutes any claim that PenFed could possibly make. Since my complaint XXXX others have been found who have had similar experiences. None of their experiences are as blatant as the experience of XXXX and XXXX XXXX. I will give PenFed the opportunity to satisfy my damages in an expedited time-frame. All supporting documents have been attached. Thank you. XXXX XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-09-11

Washington, DC

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-09-01

Fair Hope, AL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-01

Katonah, NY

Settlement process and costs

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-31

Irvine, CA

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-08-27

El Cajon, CA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2015-08-25

Thompsons Station, TN

Rewards

Credit card:

Complaint: Penfed credit card, which offers membership rewards for all the purchases has not been updating my rewards balance since XXXX of this year. I called them multiple times, but the issue still remains.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-25

Chestnut Rdg, NY

Closing/Cancelling account

Credit card:

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-24

Braden River, FL

Rewards

Credit card:

Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2015-08-21

Washington, DC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Good evening, I am a member of Pentagon Federal Credit Union ( PFCU ). I 've been paying my mortgage for the last 8 years at a rate of 6.125 % fixed. I 've been trying to refinance with PFCU since XX/XX/XXXX and my application is rejected every time due to the loss of my home value. I do n't have a XXXX or XXXX XXXX loan so I do n't qualify for other programs. Recently, in XX/XX/XXXX I changed jobs and my income was significantly reduced. In XX/XX/XXXX, I missed XXXX payments ( I pay every two weeks ) for the XXXX time. So now I do n't qualify for the new HARP program. I submitted a hardship application to PFCU ( XXXX in two years ) with all the paperwork required, including my retirement ( TSP and XXXX ) statements, income, expenses, etc. I requested a loan modification to reduce the biweekly payments and/or interest since I am overextended with my bills. The application was rejected again. What really upset me was that their argument is that I should take money out of my retirement account and take the 10 % IRS penalty to pay my mortgage. I was not evaluated based on other eligibility requirements. That may solve one month or maybe two but what about after that? My income is still too low. In a written letter, PFCU says that my best option may be to find more affordable housing. As an alternative to foreclosure, I may be able to sell my home in pre-foreclosure sale or short sale. PFCU also suggested deeding my home to PFCU as another option. I owe a little over {$110000.00}. My home is worth less that {$70000.00} due to the economy and numerous foreclosures in my neighborhood. I live alone and depend on myself only to make a living and pay bills. I feel like my back is against the wall and I 'm being set up for failure not only in the present but in the future. This bank does n't want to work with me. The " Hardship Application '' process is a hoax. It was a waste of my time and they only wanted to know where I could find money and are not trying to lower the interest rate of my loan.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-21

Southern Pnes, NC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Yes, My father banked with Pentagon Federal Credit Union. At the credit union he had several accounts XXXX money market certificate accounts, credit card and a share account. My father passed away XXXX XXXX, 2015. His estate is currently in probate and I 'm the executor of the estate. Pentagon Federal Credit Union will not close the accounts at the bank due to the fact my father had a balance on a credit card statement. Also the accounts are payable on death accounts with a beneficiary. They stated my father signed a credit card agreement stating they have the right to take money from other accounts to pay the debt. When my father passed away in XXXX the account was in good standing, it was not in default. I told them that they could place a claim against the estate and the estate would be responsible for paying the debt. I 've attached a copy of the credit card signature card and the membership disclosure. My question are listed below:1. Does the passing of an individual automatically make any debt by that individual in default? The debt in question is credit card debt. 2. Does the credit union have a right to leave an account opened after requesting that it be closed after a persons death so they can make monthly withdrawals from the account ( s ) to pay on credit card debt?
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-08-19

Dublin, OH

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-08-12

Closing/Cancelling account

Credit card:

Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-08-12

Newport Beach, CA

Shopping for a line of credit

Consumer Loan: Personal line of credit

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-08-12

Federal Way, WA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to refinance a current loan with the same credit union, the process began on XXXX/XXXX/2015 and I am still trying to close ; I have responded to all requests in a timely manner - with the exception of a request for association condo insurance coverage, which finally got resolved. I feel that I am getting the run around and I do n't know why, I am now responsible for charges of over XXXX dollars regardless if the loan is processed or not.
Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: Yes Timely Response

2015-08-12

Leming, TX

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I applied for a PENFED FCU mortgage loan in XXXX 2015. The processing could be viewed as likely unethical at best or PENFED FCU actions could be viewed as engaging in both unethical business and possible forms of racketeering/corrupt/RICO. After applying for a loan I was provided feedback in Good Faith Estimates and Truth documents that listed my requested mortgage terms. I also followed up with both contracts showing my mortgage requirements to provide, discussed with the PENFED FCU loan officer the required rate and signed a notice to proceed with the loan at the agreed loan interest rate of 2.75 %. I clearly communicated and received follow up from PENFED that they understood the rate required. Throughout the 60 day process there were many issues and errors by PENFED FCU. The one thing that was constant was the financial terms expressed both in contracts and discussions with PENFED FCU. Multiple documents throughout the process show the mortgage terms remained as requested. What should be reviewed as both unethical and corrupt is how PENFED FCU holds a person hostage to increase the mortgage rate at the last minute. My closing was set for XXXX XXXX per contract and PENFED was fully aware. They missed this date and were to have all documents to the Closing Agent on XXXX XXXX for a XXXX XXXX closing or I faced a contract breech. During the afternoon of XXXX XXXX, PENFED FCU emailed me the final approval including my final GFE and TIL document that showed the finance terms that had existed from the start and in all communications with PENFED FCU. I agreed with the closing documents PENFED FCU provided on XXXX XXXX and was set for Closing on XXXX XXXX. On XXXX XXXX at XXXX I received a call from PENFED FCU XXXX stating that my paperwork was not approved and I did not have a loan package ready to go to the closing agent. They said my rate was not locked. After a discussion explaining the emails, discussions with PENFED employees during XXXX, XXXX on the required loan rate that I wanted to have from my original application and PENFED was fully advised of what rate to lock in on my application, PENFED stated they would try to get a Mgmt override approval on XXXX XXXX or I could accept a new loan rate that was higher. I noted that the package had to be at the Closing agent by XXXX on XXXX XXXX so that I would not breech my contract if the closing did not happen on XXXX XXXX. On the morning of XXXX XXXX Penfed FCU told me that they did not know when a review would be completed and if I wanted to complete the closing package I had to accept a higher rate. The only feedback given was my case was under review for the original loan rate that had been discussed and requested in all communication from XXXX until the phone call XXXX on XXXX XXXX. PENFED stated my only choice was to take a higher rate if I needed the package by noon and they knew I did not want to risk contract breech. PENFED also stated the rate had gone up again that morning and the interest rate was higher than what was quoted at XXXX on XXXX XXXX during the phone call. Basically PENFE confirmed the requested rate all along, had communicated it several times over the two months including the final GFE and TIL and then pushed me into a no win last minute change situation. Penfed raised the rate from 2.75 % to 3.125 % in the last hours before a closing package was required knowing I was facing a contract breech. Others with PENFED FCU closing issues should be interviewed as this has possible CLASS ACTION status.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-08-10

Copper Canyon, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: No Timely Response

2015-08-06

FL

Advertising and marketing

Credit card:

Complaint: I applied online for a credit card with Pentagon Federal Credit Union. I was told in order to " apply '' for this credit card I would have to deposit money into a new account otherwise I would NOT be allowed to apply. In the application I was prompted to deposit an amount into a new account to process my application. Afterward the application was completed I hit the process button and was '' denied '' a credit card from Pentagon Federal. BUT they never offered to return the money I deposited for the purpose of applying for a credit card. Now I have a account I did not want to begin with, and feel this is a VERY DECEPTIVE business practice just to apply for a credit card and then be denied. Pentagon Federal should NOT require opening any account unless they " approve '' a credit card application. They should also be forced to refund ALL monies taken by this deceptive practice of denying credit card application in order to solict money to open unwanted accounts.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-07-26

Omaha, NE

Other

Credit card:

Complaint: I have been working with Pentagon Federal Credit Union ( PenFed ) since XX/XX/XXXX regarding an issue with my Platinum Rewards Credit Card point redemption. I redeemed points from the PenFed Platinum Rewards Visa for a {$500.00} Visa gift card, XX/XX/XXXX. XX/XX/XXXX, I called to request a replacement card, as the gift card had expired, but there was still an available balance of {$500.00}. I called the customer service number provided with the letter and disclosures with the gift card. They stated they were no longer affiliated with PenFed. I then contacted PenFed 's Member Service Line. The Member Service Representative placed me on a brief hold to inquire on how to reissue the replacement gift card. When she came back, she stated the gift card could not be replaced and the disclosures with the card stated that information as well. Attached are the paper disclosures provided with the gift card, along with a supplement provided in the gift card envelope. I am unable to find wording that states the gift card balance is forfeited if not used prior to the expiration date. In fact, the fee schedule listed indicates the card is subject to a monthly account maintenance fee AFTER the 12 month anniversary date. The schedule of fees also lists the fee for a replacement plastic and indicates the monthly account maintenance fee will be waived if there are charges made to the account within the past 3 months. PenFed has indicated the following was displayed on the redemption rewards website at the time the gift card was requested : " Visa prepaid cards can be used anywhere Visa is accepted. Cards expire 13 months after the date issued and unused funds will be forfeited after the card expires. An inactivity fee of {$3.00} will be deducted from the balance of the card in month 13 if the card has been dormant for 12 months. Cards are not reloadable. Cards will be embossed with name as provided with shipping information. " This statement was not provided with the paper disclosure and nor on the supplement provided with the gift card. I am unable to locate this verbiage on the current rewards website, nor am I able to recreate the disclosure while going through the steps to redeem another gift card. Attached are the current terms and conditions of the gift card reward, along with screen shots from the current rewards site. Again, there is no indication the gift card balance is forfeited upon expiration date. These terms and conditions, along with the disclosures provided in hard copy with the gift card, are conflicting. These disclosures along with the fee schedule are confusing and misleading. The limitations of the gift card are not clear and transparent to the consumer. PenFed has declined to replace the gift card, minus appropriate fees from the fee schedule. They did offer to provide a XXXX point credit to my rewards balance as a courtesy. This would be the equivalent of a {$50.00} gift card, minus the {$6.00} replacement fee. This would be a loss of {$450.00} to the consumer based on the very important detail of not being able to replace the card, due to expiration date, which was not stated on the disclosures enclosed with the gift card. Since the expiration date limitation of the gift card was not stated on the disclosures, nor stated on the PenFed reward site, I am requesting my reward points be fully replenished for a redemption value of a {$500.00} Visa Gift card minus any applicable fees as indicated in the disclosed fee schedule.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-07-26

Clarkesville, GA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: In XXXX I filed for bankruptcy. Pentagon Federal Credit Union XXXX PFCU XXXX held the mtg to a property that I owned, so they were named in the bankruptcy. There were, In fact, a large part of the reason for the bankruptcy, which I is part of this complaint. The first reason I am filing a complaint against them This past week I called to close a member account I had with them. I kept receiving statements even though I have not used the account since XXXX. The account balance was {$5.00}. When I told the C/S Rep what I wanted he said he needed to transfer me to the Delinquency Dept. I asked why as I did not have any open accounts with them. He said I had caused them to lose money and my accounts were being treated as delinquent! I asked if he knew that I had filed for bankruptcy in XXXX and these debts had been legally discharged. He said he could only tell me what was marked on my account. He then transferred me to XXXX in Delinquency Control. She said my account was being treated as delinquent, and that the notes indicated I had caused them to lose money. I told her this was illegal. The debts had been discharged, and PFCU played a large part in why I needed to file for bankruptcy. She said she would send a request to XXXX XXXX in the Bankruptcy Dept to see if he would close the account and release the {$5.00}. They were to notify me via em. Instead i received a check in the mail for {$5.00}. So, the first part of the complaint is : I have yet to know whether they are illegally treating the debt as a delinquency and if there are still derogatory notes against me. The second part of the complaint involves why I ended up filing for bankruptcy. I purchased my property in XXXX under a FHA loan. Then in XXXX I became XXXX and be XXXX I had used up most of my savings and was unable to work. I was living on social security. I had a secured line of credit against my property for {$67000.00}. I requested an increase of {$20000.00}. for living expenses. Normally XXXX would pay off the {$67000.00} from the old line of credit and then issue a new line of credit for {$89000.00} with a balance of {$67.00}. So when this was not done and I had two lines of credit, one for {$67000.00}. and the other for {$89000.00} I called them. I was told not to worry I qualified for XXXX. By XXXX XXXX lines of credit were used and I was having problemskeeping up with the payments. PFCU admitted their mistake but refused to help me in lowering payments. XXXX XXXX XXXX of PFCU suggested I pay them off by taking a new conventional first mortgage through them. I told him the new payments would not allow me to pay anything else. I was told this was the only solution or PFCU would take me to court. I still have the paperwork that shows my income and the new payments that I received from them. If this is n't predatory lending I ca n't imagine what is. The end result is PFCU paid off the two lines of credit and I ended up unable to make the payments. I have all the paperwork including the lines of credit.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response