PENTAGON FEDERAL CREDIT UNION

2019-07-28

Huntsville, AL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-23

Fort Myers, FL

Trouble during payment process

Mortgage: Other type of mortgage

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

Untimely Response

2019-07-23

Salinas, CA

Opening an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2019-07-22

Oxford, GA

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 HAVE NOTIFIED THE COMPANY AND LET THEM I DID NOT AUTHORIZE AN INQUIRY INTO MY CREDIT FILE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-22

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

Timely Response

2019-07-19

Taft, OH

Managing an account

Checking or savings account: Savings account

Problem making or receiving payments
Complaint: On XX/XX/2019 I opened PenFed Savings account & deposited the {$5.00} they required for me to be eligible to open a credit card account with them also. I was asked at that time to provide a color copy of my drivers license, a current utility bill & a color copy of my social security card. I travel for work and did not have my social security card available. I asked if I could use drivers license, utility bill & my US Passport- I was told yes, that would be fine. I scanned those documents and emailed them to the email address they had given me. Several days later I was sent an email telling me the had to have a copy of my SS card. I called and explained the scenario mentioned above & this time was told I still had to provide a SS card copy - he couldnt explain why I had been told that my passport & other documents would be sufficient. Ive now received my first credit card bill & am not able to link my non-PenFed checking account as a payment source. I phoned today XX/XX/2019 and was told that I must provide a color copy of my SS card or a tax statement in order to be able to link my checking account to pay my bill. I understand that verification of identity is required & important- but I am XXXX years old and have never been asked or required by any bank or financial institution to provide the documentation they are asking for. Is their request even legal? I would appreciate knowing why the documentation I have provided is not sufficient & whether their request is a violation of current consumer protection law. 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

2019-07-17

Oxford, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: In XXXX, I was a victim of Identity Theft. The perpetrator was somehow able to open an account with PenFed Credit Union and was approved for a credit card that he then used at a local XXXX XXXX to purchase {$3100.00} worth of product. Once I learned of the identity theft I froze my credit, put out a fraud alert as well as reported to identitytheft.gov as well as reported to the local authorities. I called PenFed to let them know that the account that was opened under my name was a fraudulent account and they assured me that it would be closed immediately and I would not owe anything on it. They sent me a letter stating the closer of this account as well as an affidavit to fill out to assist them in going after the person who opened it. I filled out this affidavit and sent it through the mail as well as sent it through their email address XXXX. This affidavit included case numbers as well as a copy of my actual ID. However, I recently received a letter in the mail stating I owed on the closed account. I called them on Wednesday XX/XX/XXXX and asked why I received the letter and the lady could not tell me why. She said I would be removed from the collections queue. Today, XXXX XXXX, 2019 I got an alert that PenFed has sent a delinquent alert to XXXX and it has been posted on my credit. At this point I feel I have to escalate this situation because Penfed, who assisted in an Identity Theft crime, is now turning to the victim to collect.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-17

Bancroft Hall, MD

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 never applied for any account with this company and I have reach out to them to have the incorrect info removed but no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-16

DC

Incorrect information on your report

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

Account information incorrect
Complaint: Penfed has inaccurately reported information to the credit bureaus. I have disputed the information reported numerous times and have also spoke with a supervisor concerning the documents I submitted to them not being returned with a contact person, name, contact info etc. This issue remains ; I have never paid 30 days past due. I make payment through the Penfed app and payment the amount the app reads due. Penfed is reporting that I missed a payment when I in fact did not and is refusing to correct the inaccuracies. Penfed also will not take accountability for their App showing amounts due that may differ from their accounting. My credit should not suffer for company mishaps, whether human error or computerized.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-14

Winton, CA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XX/XX/2019, I used my credit card to pay for my flight baggage. The credit card is marketed as reimbursing the first {$100.00} in qualifying airline incidentals per calendar year on qualifying airlines. I overall spent {$60.00} for 2 bags, and this is my first time attempting to use this credit. The credit card terms state that it should take 2-4 weeks to be reimbursed. I called the credit card company first proactively to ensure that I would be reimbursed. I was assured that it takes time to post. Then, I called 2 more times after that when the credit did not post in the supposed time frame. I left roughly a week 's time between each call. Nobody has reached back out to me since my last call slightly over a week ago, nor have I seen an adjustment on my account. I have paid the outstanding balance in full and have complied with the terms and conditions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-11

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

Timely Response

2019-07-11

Getting a loan or lease

Vehicle loan or lease: Loan

Changes in terms mid-deal or after closing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-10

Old Westfield, NY

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your 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

2019-07-08

Savannah, GA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: I HAVE ATTEMPTED SEVERAL TIMES TO HAVE PEN FED CREDIT UNION REMOVE MY NAME AS AUTHORIZED USER THAT I NEVER GAVE PERMISSION TO BE ADDED TO I HAVE FRAUD REPORTS ALL 3 BUREAUS AND THIS IS AFFECTING MY CREDIT AND I WANT ALL 3 BUREAUS UPDATED IMMEDIATELY AS THIS ACCOUNT IS DELETED!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-07-05

Old Westfield, NY

Incorrect information on your report

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

Account information incorrect
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

2019-07-02

Columbus, OH

Closing an account

Checking or savings account: Checking 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 non-monetary relief

Timely Response

2019-06-30

Melbourne, FL

Managing an account

Checking or savings account: Savings account

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

Timely Response

2019-06-29

Fairfax, VA

Incorrect information on your report

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

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

Timely Response

2019-06-29

South Orange, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Please review the entire history of my mortgage account with Pentagon Federal Credit Union. From the very beginning, it has failed to apply payments made, failed to apply the correct amount of a particular payment to principal, and, as a result of the foregoing, failed to apply payments it has received to the correct amount of principal and interest. The result is that it has collected more in interest than it should and will continue to do so indefinitely. I complained about some of this several years ago, when it debited my XXXX XXXX checking account, then returned it to the account before the mortgage went into repayment. The result was that an entire payment was not deducted from principal before repayment started ; I did not have time to reschedule the reversed payment because it took so long for the reversal to show up because of PenFed 's slow operations. By the time the reversal showed up, the grace period was close to ending and there was no way to schedule an inter-institution transfer at that time between PenFed and my funding account, despite the fact that PenFed debited the account electronically and at least one of the 2 payments that PenFed credited during the grace period was an electronic payment. At that time, it would not allow me to schedule another electronic payment for the one it arbitrarily reversed and took a long time notifying me it about. There were 3 of these early payments during the grace period before the loan went into repayment, but I was credited only for 2. I should be allowed now to correct this mistake caused by PenFed 's slow and inept operations, such that another payment solely to principal should be allowed retroactively to the beginning of the loan. Last month ( XX/XX/2019), it again messed up my mortgage payment. Because I could not do it myself through online banking, I called PenFed and asked it to reduce the amount it debited electronically from my XXXX XXXX account from {$1900.00} to the regular monthly payment of {$1500.00}. Despite numerous telephone calls and emails sent to them about this, commencing at least on XX/XX/XXXX, it failed to do what I requested. Instead of doing what Id requested, PenFed debited my XXXX XXXX account for both amounts, the {$1900.00} and the {$1500.00}. Its mortgage servicing department is rarely available when I try to reach it by telephone. I can only get member services which tells me that its mortgage servicing department is not available but that they will send it a message to call me. Then I never hear from them, typically, or if they call and leave a message, whenever I call them again, they are not available again. I spent hours on the phone trying to reach it and when I finally did, it failed to do what I requested. Thereafter, it kept insisting that I contact it again, only to reiterate what Id already requested. When I call them, I get member services only and can not reach anyone in mortgage servicing. This persisted for days in late XX/XX/XXXX. At some point, I could not afford the inordinate amount of time simply to repeat the same request, over and over and over again. I finally asked XXXX XXXX to credit me for the {$1900.00} that PenFed debited errantly in addition to the regular mortgage amount of {$1500.00}. To this day, I think PenFed may have credited me for a {$1500.00} that was paid in late XX/XX/XXXX, but they sent me an inaccurate statement in the mail and their online accounting for the mortgage loan is incoherent. I do not know what PenFed 's real accounting on this loan is now. This arose in part because of PenFeds falsely advertised claim that I could initiate an electronic transfer of funds between my mortgage account ( or the PenFed share account ) and my XXXX XXXX account. Yet I had been paying the mortgage this way for years, via electronic transfers between these two institutions. It appears that PenFed failed to include XXXX XXXX in my list of accounts when it changed its software on online banking. But it also proved incapable of doing this correctly by hand or in response to my request. This month, XX/XX/2019, I am paying my mortgage loan from PenFed by electronically transferring the mortgage payment from XXXX XXXX to my share account at PenFed, then paying the mortgage through an internal transfer from the PenFed share account to the mortgage account. This is because a direct electronic transfer between these two institutions directly to the mortgage account does not work from the PenFed side and hardly worked when I first tried to transfer payments from my XXXX XXXX account. XXXX A second person on these joint accounts filed a CFPB complaint recently about problems at XXXX XXXX when we tried to transfer the money from XXXX XXXX to PenFed. ) I need to be credited with all 3 payments made before my mortgage loan went into repayment, that I made originally. Then the CFPB should audit my mortgage account entirely. Despite the fact that I have paid all or almost all of my payments earlier than they are due, paying them on the XX/XX/XXXX of the previous month, when they are due on the XX/XX/XXXX of the next month, I have not been credited with more of the payments going to principal rather than interest because of the consistently early payments each month since repayment on the loan began. Please ensure that my mortgage payment to PenFed this month be credited on the same day it has usually been ( on the XXXX or XXXX of the month preceding the start of the next month ) until all of this can be straightened out. This was when PenFed insisted on debiting my XXXX XXXX account and would not allow me to initiate an electronic payment from my funding account at XXXX XXXX, a situation that greatly disadvantaged me and my ability to control and make timely payments on the loan. Please make sure that these earlier-than-due payments are credited to greater amounts of principal than if the payments had been received on the due date of the 1st of each month. Please sanction PenFed for falsely advertising the availability of electronic transfers through its online banking software between 2 institutions where EFTs have been in place for years. Because PenFed dropped XXXX XXXX from my list of external institutions while it claimed that I could make these transfers through online banking, I could not transfer money back and forth between these two accounts in late XX/XX/XXXXwhen I tried to adjust my mortgage payment from {$1900.00} to {$1500.00}. Please sanction PenFed for its failure to make people in its mortgage servicing department reasonably and readily available by telephone. And please make it credit my mortgage account for all the extra interest it has collected and will try to collect in these multiple, multi-year accounting errors. Please effectively sanction and prohibit PenFed from continuing to operate as usual in the aforementioned matters. Please prohibit it from issuing any more mortgages until all of its mortgages are reviewed and corrected for similar mistakes as those just described.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-28

Las Vegas, NV

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: I have tried to find a solution with PenFed in regards to the auto loan as well as the credit card that I have with the Credit Union. Over the last 6 months I have corresponded with several of the penFed representatives by phone and e mail to result in a fair opportunity for resolving the matter of late un unpaid balances. Starting in XXXX I made many attempts to have the auto loan looked at a negotiated to terms in which were financing the remainder of my auto loan {$16000.00} ( the loan balance was {$30000.00} at beginning of financing 3 years ago ( XXXX ). I have paid over half the loan balance. On XX/XX/XXXX I have e mail from XXXX XXXX advising me that XXXX was able to take control of my loan and find a solution. On XX/XX/XXXX XXXX as advised NEVER corresponded with me regarding loan, nor have I been in conversation with XXXX at all. ( I have all e mail correspondences ) I have taken all extremes in resolving this matter with the Credit union to further my relationship with the bank. Requesting to finance the remaining balance of my auto loan to lower my payment which would then also allow me to stay current on the credit card. PenFed has now started reporting negative actively as well as HARD inquiries on my credit report which in turn has caused a negative impact to my credit score as well as late payments to my credit history. My credit score has now declined due to PenFeds activity and non willingness to work with the consumer to settle payments. The only negative activity on my Credit is PenFed and it is causing hardships now in other areas of my life. I would like to resolve this matter sooner than later with this Credit Union as I am in good standing with all other accounts and payment history and also would like to keep my automobile.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-26

Rncho Domingz, CA

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: My name and social security number got into the wrong hands through a contact of my son 's ( he is house bound and has several cyber contacts ). This was a scam and the perps. are using my info. to open and close accounts. I am working with my credit bureau - but they don't seem to have an answer as to how I can keep these people from opening and closing accounts in my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-24

South Orange, NJ

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-06-22

Huntsville, AL

Other features, terms, or problems

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

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

Timely Response

2019-06-22

Hon, HI

Communication tactics

Debt collection: Credit card debt

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

Timely Response

2019-06-21

Sacramento, CA

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response