PENTAGON FEDERAL CREDIT UNION
Consumer Complaints
There are over 1318 complaints on file for PENTAGON FEDERAL CREDIT UNION. Dated between 2019-12-01 and 2012-03-29.
Complaints Page 6
2019-06-18
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
2019-06-14
Bedford, TX
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: On XX/XX/2019 I received a letter from the Pentagon Federal Credit Union informing me that I am being upgraded to a PenFed Visa debit card to replace the ATM card that I've had for the past 18 years. I called the credit union and explained that I did not want or need a debit card and that I would like to continue with an ATM card. They informed me that it was a requirement placed on them to switch to debit card and would not provide me with the language and/or directive that requires them to do such.
I followed with an online complaint to their board of directors ( the only avenue available after speaking to a rep ). I received an email reply stating they made the decision to stop offering ATM cards to members with checking accounts in favor of the Visa debit card.
I find this change to not be leading or best in class as they state, rather it is predatory marketing forcing a financial product into members hands with the anticipation of generating more income and revenue through their association with Visa. I nor any other member should not be forced into excepting a financial product that is unnecessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-13
Garden City, KS
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
2019-06-12
OH
Opening an account
Checking or savings account: Checking account
Unable to open an account
Complaint: I applied online for a checking account with penfed. Back in XX/XX/XXXX. I then received that they needed photo I.D .
Social security card and utility bill to verify my identity. At the time of my application I was living in a cheap monthly motel room that I was receiving mail to. I sent in photo of my I.D . and social security card. I advised penfed that I was living in a monthly motel and I don't have any utilities. Everything is provided. Because I am living in a motel.
So I also emailed them copies of the receipts for the motel Copy of the receipt from my XXXX debit card that one time I used to pay for the month showing the motel name address and my name Sent them my social security XXXX benefits letter Sent them copy of my XXXX XXXX statement showing the motel address I just found out that my account with them is still frozen and they still are hasstling me for documents I just again sent them Photo I.D Social security card And since I am living in a apartment now Sent them copy of my utility bill And my account is still frozen They are still demanding more documents From day one I had to pay a contribution because I am not a government employee or military member. I also used my XXXX XXXX debit card to fund the contribution I also used my XXXX debit card to fund the XXXX $ that I needed to open the account I have been on social security XXXX since XX/XX/XXXX I'm a victim of covert harassment and organized stalking since day one going on social security XXXX. Our corrupt government and the corrupt FBI agents have also made it look like I'm a victim of identity theft. They keep adding bogus information and bogus accounts. I have been documenting this for three years now I have XXXX and XXXX and was illegally XXXX in XXXX with XXXX XXXX for XXXX You can XXXX it So they have done everything that they can to ruin my life in every way possible and I believe this is also part of their doing All my accounts are hacked All of my phone are tampered I have my Florida I.D .
still even though I am living in XXXX Ohio Because that address is my mom 's address who I lived with for long time And still go there and receive mail there when I need to I sent them so much documents when I first applied for the penfed account and when I was living in the motel
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2019-06-12
Augusta, GA
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
2019-06-11
San Jacinto, CA
Incorrect information on your report
Credit card or prepaid card: General-purpose credit card or charge card
Account information incorrect
Complaint: I had a credit card with Pentagon Federal Credit Union that was charged off a few years ago. A year or so after it was charged off, they sold or transferred the delinquent account to a third party. To this day, they are continuing to report a current balance on the account to the credit bureaus. According to Metro XXXX Reporting Guidelines, if they have sold or transferred an account to a third party, they have to report the balance on my credit reports as XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-11
Moreno Valley, CA
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 explanation
2019-06-10
Van Nuys, CA
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
Complaint: PENTAGON-BANKCARD IS OPENED FRAUDULENTLY, IHAVE ASKED XXXX NUMEROUS TIME TO REMOVE THIS FRAUDULENT ACCOUNT FROM MY CREDIT REPORT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-10
Fresno, CA
Opening an account
Checking or savings account: Checking account
Account opened as a result of fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2019-06-07
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: I had four disputes on my credit card, and was never provided any responses or status. I had had called several times, emailed, and talked to the customer service and explained the situation since XX/XX/XXXX until XX/XX/XXXX. Finally I got my responses as the cases were too old or due to currency conversion and case is closed.
1. Purchased airline tickets and hotel to XXXX XXXX in XX/XX/XXXX. Due to the typhoon XXXX, the flight was cancelled for two days in XXXX. The typhoon then went to XXXX XXXX. Provided Penfed with the news, cancelled flight schedule screen shots, and all information I think it might help. XXXX charged {$530.00} in XX/XX/XXXX and reimbursed {$260.00} in XX/XX/XXXX. I disagreed and had to explain to customer services every time I called, not dispute department because they cant be reached, that no point for me to get stuck in XXXX for two days and chased the super typhoon to XXXX and risk my family life and stuck on XXXX. That is why I disagreed to pay for 50 % of the hotel. I contacted Penfed in XXXX, XXXX, XXXX, XXXX, and XXXX to try to solve the issue.
2. XXXX XXXX charged XXXX yen in XX/XX/XXXX and reimbursed the full amount back to me in XX/XX/XXXX due to the flight being cancelled by the nature disaster. However, I was short {$31.00} due to currency conversion. I provided the email that XXXX reimbursed the full amount. But, I got an email stating the case was close due to being more than six months the first time. I tried to communicate with the dispute department, and he told me to contact customer service. I then contacted customer and explained the situation, and reopened the case. Two months letter, I was provided a letter the case was close due to currency conversion. Again, during XX/XX/XXXX to XX/XX/XXXX, I only received two letters which was after several contacts to Penfed. I contacted Penfed in XXXX, XXXX, XXXX, XXXX, and XXXX to try to solve the issue.
3. XXXX I was charged XXXX yen to pay for my fathers dressing shirts. The cashier made a mistake and had me returned and repurchased. The amount was the same and three transactions were done within one hour. ( purchased, returned, and purchase. ) I was charged {$1.00} difference and the case was closed due to currency conservation. It should not have currency conversion difference since it was done within a short period of time, so I disagreed. I contacted Penfed in XXXX, XXXX, and XXXX to try to solve the issue.
4. XX/XX/XXXX was charged {$39.00} from XXXX. I contacted XXXX and they said they cant find any records. I disputed the charge, email the proof from XXXX, called and talked to the customer service. I was told I can choose not to pay and should not have any financial charges. Again, nothing was provided and I called on XXXX interest is being charged in my card since I didnt pay. It is very frustrating I have to contact them to waive the interest, to ask for the status when those should be done in the first place.
Penfed has failed to provide me the status, and no way for me to check the status since no records can be viewed on their website. I have to remember to call every month, and the results were disappointed. Please assist me with these disputes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-05
Huntsville, AL
Attempts to collect debt not owed
Debt collection: Credit card debt
Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-06-05
Santa Ysabel, CA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Complaint: XX/XX/2019 A payment attempt was made for the full amount of {$9200.00} instead of the minimum payment. This was my fault as it was the first time I used this card and usually when I get a new card I set up auto pay with min payment. This is how I have it set up for all 30 of my other cards and is why I have a PERFECT PAY HISTORY FOR 10 YEARS.
In this case I somehow must have selected pay full instead. I discovered something was wrong XX/XX/2019 when I logged into the website for a routine check and noticed the payment had not been made. When I called customer support I was told that my account had been froze due to non payment. I explained the situation and how I made an error by selecting the entire balance and they said it was just routine since such a large charge was attempted. I was then transferred several times until finally I was told someone would have to call me back.
XX/XX/2019 - XXXX I called back since nobody returned my call and notified them I was still not able to make a payment or access my account. THIS IS WHEN THEY DROPPED THE BIGGEST BOMB I HAVE EVER HEARD IN MY ENTIRE LIFE. The woman on the phone notified me that my account had been cancelled. I almost lost my mind since I have had a perfect payment history with everyone of my 30 open accounts as well as the 2 with them. I told them this must be a mistake and to please check again. I was told to call back at the end of the day.
XX/XX/2019 - XXXX I called back and re told my story and pleaded with the person on the line to please not cancel my account as it was more than just taking a XXXX hit on my debt utilization but we were also in escrow to buy our first home and this would devastate our credit as well as we would not qualify for our home loan.
XX/XX/2019 I just today was sharing with a friend my concern and he shared CFPB with me. The most ridiculous part of all of this is that I still dont have an answer as to why they just closed my account after perfect payment history with them with no explanation????????????
Here are the 2 cards I have with them PenFed Platinum Rewards Visa Signature and XXXX limit not a single late PenFed Promise Visa XXXX limit not a single late
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief
2019-06-03
Urbandale, IA
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-05-31
Brooklyn, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-05-31
Charlotte Ama, VI
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 monetary relief
2019-05-31
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-05-30
Brigantine, NJ
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
2019-05-28
Georgetown, SC
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
2019-05-28
MA
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Card was charged for something you did not purchase with the card
Complaint: Federal law limits consumers liability for unauthorized transactions on their credit card accounts. However, PenFed imposes a 60 day period for consumers to report unauthorized transactions on their VISA credit card.
After asking PenFed to explain the procedure for disputing unauthorized charges on my account, I received a message from them ( see attached " Message 1 ... '' file ) containing the following sentence : " You have 60 days from the time your credit statement cycles to dispute the transaction in question. '' When asking for clarification in response to that message " Thank you for detailed instructions. I have one question about the 60 days requirement for the time frame to dispute unauthorized charges on my credit card account. Your company and VISA advertise {$0.00} liability for the unauthorized uses of the VISA card and it is not clear to me where o you disclose the 60 days limitation '', I received a response from PenFed highlighting among other things the following statement in their disclosure " You must contact us. *Within 60 days after the error appeared on your statement ''.
While PenFed never mentions in their disclose that the 60 day limitation applies to the unauthorized charges ( PenFed uses the term " error '' ), my question to PenFed to which it responded was very specific and mentioned unauthorized charges.
I would like CFPB to review the documentation and assess whether PenFed 's requirement to customers to agree with the words of the attached disclosure ( see the highlighted statement of " Message 2 attachment ... '' file ) and PenFed 's email communication implying that the highlighted statement pertains to unauthorized charges on consumer 's credit card account is compliant with the Federal law limiting consumer 's liability for unauthorized transactions on their credit card accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-05-28
San Jacinto, CA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Complaint: Dear, Im XXXX old XXXX XXXX civilian and credit card holder from Pentagon credit union since XX/XX/XXXX, after the merger the guidelines and term of disputes changed from 3 Busniss days to 30 days to assign someone to dispute and issue provisional credit and NOT deduct interest on the disputed amount and email affidavit for signing when I signed terms with Pentagon credit union in three business days and they must disclosed any changes and follow the grandfather clause.
I filled dispute on XX/XX/XXXX, foot massage I just got letter that the dispute resolved in my favorite last weeks, 18 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-05-26
El Portal, FL
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Complaint: I called pen fed credit union to let them know of some fraudulent activities on my account and they acknowledged all the transactions and refunded the money to me. Later on I received a letter stating that I need to write a statement in regards to what had happened with that merchant and I did. In return they sent me an email from the fraud department that they will need to hear from me before XX/XX/XXXX in order for the funds not to be reversed, since I am out of the country I called them on a XXXX phone in order to ask why if I received ba letter that I need to make contact before XX/XX/XXXX and now you guys have reversed the funds and now caused my account to be in a negative status. Below is the letter I wrote to them to support my claim.
To whom it may concern, I am writing this letter in regards to those charges that was fraudulent in my checking account and that I did not authorized this company XXXX. I tried a promotion they were having in regards to making a deposit of {$10.00} and they will match your deposit and also gives some additional funds. I was not aware that this company was going to store my card information on their website and when I realized all of the unauthorized charges I quickly call my banking institution to make them aware of the discrepancy and to let them I never allowed XXXX to charge my debit card.
These charges were not made by me and I tried calling them and they keep on transferring me without any response and they also closed the account as soon as I reported the fraud. Thank you for your quick resolution This is the response they sent me.
Hello XXXX XXXX, Thank you for your most recent information regarding the 12 {$25.00} sales to XXXX. I am sending you this email with the following information : If you do not recognize these charges, please contact our Fraud department no later than XX/XX/2019 or the matter will be considered closed. You may call XXXX or from overseas call collect XXXX and report the account as being compromised and state that these particular transactions as suspected Fraud. The above referenced account will be shut down and you will receive a new account number. Additionally, the Fraud representative will advise you that an affidavit will be sent to you within 7-10 business days that you must complete the affidavit and send it back to begin the fraud investigation.
If you have any questions, please contact XXXX Sincerely, XXXX XXXX Credit Card Dispute Analyst XXXX ext XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX PenFed.org I have not had any issues with this credit union nor any disputes and they should not have handled my case this way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-05-24
Altamont, KS
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
2019-05-24
Seneca, SC
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'm a victim of identity theft and I didn't apply for anything with Pentagon.
Where's the copies of the signed docs that were filled out when I supposedly applied for an account? Please provide me with all written documentation within 15 days or this is a violation and you must DELETE it from my credit 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
2019-05-24
Fred, VA
Written notification about debt
Debt collection: Other debt
Didn't receive notice of right to dispute
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2019-05-22
Brownstown, MI
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