PENTAGON FEDERAL CREDIT UNION

2019-05-22

Belville, NC

Managing an account

Checking or savings account: Savings account

Problem accessing 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

2019-05-21

Warren, MI

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
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

2019-05-20

Bremen, GA

False statements or representation

Debt collection: Other debt

Attempted to collect wrong amount
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, GA XXXX Pentagon Federal Credit Union XXXX XXXX XXXX XXXX XXXX, Virginia XXXX XX/XX/2019 RE : Social Security Number : XXXX-XXXX-XXXX To Whom It May Concern, This letter serves as a dispute and claim to be filed against Pentagon Federal CR UN in regards to account # XXXX. I called on XX/XX/2019 at XXXX ( time stamp ) and an employee, on a recorded line, stated that I could pay three monthly payments of {$480.00}, automatically deducted from my checking account, and my account would be brought current. I expressed concerns about the payments being too high, and asked if they could be lowered. The employee stated that this program would allow me to make the three consecutive monthly payments of {$480.00}, Pentagon Federal CR UN would bring the account current AND after that it would be allowed for the payments to be lowered. I called back on XX/XX/19 XXXX and spoke to a manager who took their time to listen to the call, came back and apologized for the misinformed information and that that specific employee does not work in that department any further. According to the Commonwealth of Virginia, oral contracts are enforceable, and because the verbal contract has been broken by Pentagon Federal CR UN it is a breach of contract because Pentagon Federal CR UN did not honor that. I was taken advantage of and lied to by an employee of your establishment. Since this was determined based upon a recording this is a formal letter for this account to be completely deleted off of my credit report. Their improper procedures are highly damaging to my credit score. Please immediately delete these items. XXXX XXXX XX/XX/XXXX-XX/XX/XXXX-XX/XX/6039XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, GA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-17

Old Westfield, NY

Incorrect information on your report

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

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

2019-05-17

Stkn, CA

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was result of identity theft
Complaint: My identity was stolen on XX/XX/16. And my social security number has been compromised and debt has been acquired and reflected on my credit report. A police report was made. I Would like these debts removed immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-17

Lake Ridge, 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

2019-05-10

Wilkes Barre, PA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-08

NE

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: I applied for a debt consolidation loan online through penfed.org. Once I seen that it was approved I was not happy with the interest rate so I didnt accept the loan. I noticed online it was listed as an open account under my accounts. I called and spoke with someone and was told that it was there for applying but since I didnt accept it the loan would eventually not show up. A about a week later I received a check in the mail for the amount of the loan I applied for ( {$18000.00} ). If cashed it would be accepting the loan terms given so I shredded the check. Today ( XX/XX/19 ) I received an email stating my loan payment was past due. I called the number attached in the email and spoke with a lady stating that if I got the check then I am responsible for the payment. I then asked how you can expect payments from me for a loan that I never accepted nor had access to the funds. She placed me on hold and when she got back on she stated she put in a request to have the loan cancelled and to call her back on Friday to make sure. At this point I as I am aggravated that she is expecting me to call back to follow up to make sure she does her job. I asked her if that is normally how they do business, she says I dont know I am just in collections. At this point I am searching for the Penfed location near me but only come up with a XXXX number. I decided to call that number to discuss what has happened. The gentleman on the phone was very rude and unwilling to help me. Stated that there was nothing he could do for if I didnt give him my social. All I was asking was their procedures. Then I asked how to file a complaint and he states online. I said ok online and then what? On our website under help and it will take you to a form. I hung up and was growing even more irritated. I finally found the number for the XXXX location and called to speak with a Manager there. She was really apologetic but doesnt take away from the fact that they underwrote a loan that I didnt accept. She stated that is how they do it not wanting to make the customer wait to receive their check for their loan and upset the customer. I asked who they reported to since they are a credit union. She told me her vice president and I then asked federally. She told me NCUA and I started there for my complaint. I want this to be known how they are conducting business and also want this off my credit report as a delinquency. How can they continue to be in business if this is how they treat their members.
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

2019-05-04

Downers Grove, IL

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

2019-05-01

Richmond, CA

Fees or interest

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

Problem with fees
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

2019-04-30

Charlotte, NC

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-30

Warrenton, VA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated 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

2019-04-28

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

Timely Response

2019-04-26

PA

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: We had a chapter XXXX bankruptcy in 2012. The account was discharged in bankruptcy and no longer on wage earner plan. It should not even be there. Even though account is closed, they are now reporting late payments on wage earner plan. It lowers my score!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-26

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

2019-04-25

Las Vegas, NV

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was result of identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-25

TN

Attempts to collect debt not owed

Debt collection: Credit card debt

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

Timely Response

2019-04-24

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

2019-04-23

Burlingame, CA

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

2019-04-23

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: To CFPB Re : Pentagon Federal Credit Union XX/XX/2019 I would like to express my concerns over the fact that Pentagon Federal Credit Union ( Pen Fed ) provides different level of service to customer who are are not in the position to communicate with this organization via phone as compared to the level of service they provide to other customers. The issue is especially critical when it comes to the ability of customers to exercise their rights related to disputing unauthorized transactions on their accounts. In XX/XX/2019 I inquired Pen Fed multiple times regarding their procedure of reporting unauthorized transactions on my credit card. After requesting clarifications from Pen Fed related to some conflicting responses I received from their customer service representatives I was informed that the procedure Pen Fed has for customers to report unauthorized charges is to call in and address this with a Member Service Representative. See Pentagon Federal Credit Union Message Center - requirement to call in to dispute unauthorized charges on the account.pdf attachment containing Pen Feds official response to my requests. After I requested a written disclosure specifying that the customers must communicate with Pen Feds representatives via phone I received even more disappointing response informing me that Pen Fed refuses to communicate with me via written messages and specifies the reason for that as a supervisor has attempted to reach out to you in order to resolve your concerns, however they were unsuccessful in reaching you at that time. Please provide a good phone number and time, and we will do our best to attempt to reach you via phone once more. See Pentagon Federal Credit Union Message Center - refusing to assist since supervisor was not able to reach by phone.pdf attachment for Pen Feds response. Finally, I mailed a couple of letters to Pen Feds mailing addresses disclosed on their website. Copies of them are attached as penfed dispute 2019XXXX.pdf and penfed dispute 2019XXXX.pdf. In XX/XX/2019 I asked PenFed whether they have received my letters mailed to them via USPS and PenFeds response included in the attachment Pentagon Federal Credit Union Message Center - Non receipt of postal correspondence.pdf indicated that the organization is not tracking customers mailed correspondence well or otherwise does not pay attention to the incoming mail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-20

Arlington, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I paid off my mortgage with PFCU. The transfer actions attached. However, there is a discrepancy with the payment application. On XX/XX/XXXX, I paid accrued interest of XXXX ... and then paid XXXX accrued interest for one day from XX/XX/XXXX-XX/XX/XXXX! Further, the transfer amounts do not equal the amount applied to the mortgage leaving a balance of XXXX which should at a minimum be a credit with accrued interest. When I asked the question of PFCU, silence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-04-19

Caldwell, NC

Incorrect information on your report

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

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

2019-04-18

Rncho Domingz, CA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Complaint: I am a victim of identity theft and fraud, where there were multiple credit applications for credit cards and loans filed under my name. This account was fraudulently opened without my permission and consent, I request you to remove and close this account. I have already filed a police report and FTC report, this fraud case is under investigation. I have contacted three credit bureaus, I have a fraud alert and personal statement in 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

2019-04-17

Chicago, IL

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 had a inquiry that showed up on my credit report, I found out via a alert from XXXX. I have not applied for any cards with XXXX XXXX This inquiry is adversely effecting me and trying to get a car 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

Timely Response

2019-04-16

Jacksonville, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: PenFed Credit Union debited my checking account for {$500.00} on XX/XX/19 and paid my consolidation loan with them and applied to one payment of {$380.00} and paid late fees of {$120.00}. When I called on XX/XX/19 and asked them to refund that money back to the checking account and I would be happy to make arrangements for my hardship for medical family reasons. The company refused to refund my money and advised it was part of the loan Note that they could draft another " share '' account when the loan was past due. I told them I needed the money returned and I would be happy to make arrangements and apply for the hardship program and pay back the debt, but they still refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response