PENTAGON FEDERAL CREDIT UNION

2019-03-19

Fort Myers, FL

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-18

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

2019-03-18

Houston, TX

Incorrect information on your report

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

Account status incorrect
Complaint: The payment is showing late on Pen Fed by mistake. I would like a proper investigation.
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

2019-03-17

PA

Problem when making payments

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

Problem during payment process
Complaint: Penfed closed the credit card I opened with them a few years ago and it has a huge balance which I try to make payments on every month but the app won't let me. I also have a savings account with them which I regularly make deposits almost every week. When I try to make a payment to my credit card through the mobile app, it won't let me. After the payment is due and they report it to the credit bureau, then they took the payment from my savings account. Because of that my payments with them is always late. If they can move the money from my savings account to the credit card after the payment is due, why they just let me do the payment on time or move the money themselves before the payment is due? They are destroying my credit 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

2019-03-14

Carson, IA

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: On Friday XX/XX/XXXX my XXXX XXXX XXXX stalled and all the oil in the vehicle leaked out on to the street. XXXX towed the car to XXXX XXXX XXXX XXXX located on XXXX XXXX XXXX in XXXX, IL. On XX/XX/XXXX I was informed that my XXXX XXXX was missing its oil drain plug, and the XXXX dealer proceeded to place fault on the last oil change. The last oil change was done at XXXX XXXX on XX/XX/XXXX. The XXXX dealership stated that the engine in the car will need to be replaced. The parts for the car with labor is estimated around {$7600.00}. On XX/XX/XXXX I took the XXXX to the XXXX XXXX dealer because the car stalled while driving. At this time the engine was able to start, and it proceeded to turn off again. I took it in for service and was advised there was no oil in the vehicle. I told the service department I had just had an oil change and XXXX XXXX stated that there was no oil in the vehicle prior to the oil change on XX/XX/XXXX. XXXX XXXX put more oil in the car and advised me to bring the vehicle back after 1,000 miles for an oil consumption test. After 1,000 miles I contacted XXXX XXXX to make a service appointment, at this time there was no oil leakage and the car was at 85 % oil life. I spoke with the XXXX XXXX receptionist whom was very unprofessional and unwelcoming. After waiting on hold and being hung up on multiple times she stated the dealers service department was full and did not have any availability for the next week or so. I did not take the car back because this was told to me on multiple occasions and I have obligations to fulfill for my family and myself. There was no oil leakage until the spill that occurred on XX/XX/XXXX resulting in this incongruity. XXXX XXXX XXXX XXXX is denying all liability for this damage and its service department employees and upper management have placed responsibility on XXXX XXXX stating that whomever performed the last oil change did not replace the drain plug properly allowing it ( the drain plug ) to eject itself from its proper placement causing oil leakage and the engine to be compromised. XXXX XXXX also informed me that they will not be taking care of the rental car charges that I am also accumulating through XXXX rental car. The XXXX XXXX service center that provided the service denied responsibility for damage and advised to contact customer support the XXXX number. The XXXX numbers automated system stated XXXX XXXX is currently experiencing a higher call volume than usual and instructed to visit the website. I have filed a complaint with the XXXX XXXX XXXX, XXXX XXXX, The Vehicle Safety Hotline with the XXXX XXXX XXXX, office of defect and investigation, The Federal Trade Commission, Consumer Financial Protection Bureau and XXXX XXXX XXXX. I have also contacted the local news, and I plan to contact whomever else that will listen to my story since the dealership refuses. The XXXX is currently under financial obligation with Penfed Credit Union and totals over {$26000.00} with a current estimated {$7600.00} engine repair needed. The current car payment is {$450.00} per month. I have never made a late payment. The financial company will be expecting the contracted amount regardless of the vehicles mechanical issues. I am a working professional, who is currently enrolled in school seeking degree advancement, with XXXX children undergoing XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. As a customer who has fulfilled all financial obligations to both parties involved, I feel it is unfair and unethical to treat a customer this way. This would be a monstrous financial hardship to have to incur these costs for someone elses negligence. Not only is this devastating financially, the XXXX from it all is XXXX XXXX XXXX XXXX while Im still susceptible to XXXX and/or XXXX progression. I would like this issue to receive prompt attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-13

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-08

Beaver Creek, OH

Closing an account

Checking or savings account: Savings account

Funds not received from closed 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

2019-03-07

Berthoud, CO

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: On two occasions, I transferred US cash funds from my checking account and/or savings account to a new product called, Online Savings Account, and my transferred funds were not available for 10 calndar days to two weeks. I contacted the Pentagon Federal Credit Union to make these funds available immediately and they refused to do so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-06

Urb El Pilar, PR

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-03-06

Boger City, NC

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

2019-03-06

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

2019-03-06

Birmingham, AL

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

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

Their investigation did not fix an error on your report
Complaint: I tried to come to an agreement with the bank XXXX XXXX. I wrote, emailed called and sent letters they just charged off my account and submitted it to collections. I submitted disputed with XXXX to no avail. This my last hope to be able to get this resolved and try to fix my credit. I never not wanted to pay on the contrary I had always paid on time and fell on hard times but I still wanted to come to an agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-05

ME

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I have had an auto loan with Penfed for a 4+ years. I make my payments online through their website but recently, even though I have been trying to make my last loan payment for the past two months, I have been locked out of their site. I live in XXXX and occasionally go to XXXX for medical treatment, so all my payments are made from the same locations, with the same IP addresses. I was going to XXXX, so I tried from XXXX to make an address change online so that I could receive the discharge documents at my XXXX address. There are no land lines or cell towers available at my residence, so i had canceled my cell service about 3 years ago. I have been totally XXXX for years now, so I rarely leave my house. When I tried making the address change to XXXX ( which was my previous address on the loan as well before I moved to XXXX ), it wanted a phone confirmation so I canceled it since the phone number they had was no longer operational ( no optiom to change it or receive an email confirmation either ). So I decided to change the phone number to an IP phone, but in order to do that, it again wanted to send me a confirmation through MY OLD PHONE NUMBER. What kind of stupid programming does that? Why would anyone get a new phone number and retain their old one? As a result, it locked me out of the system and I couls not get back in, with a message to CONTACT THEM BY PHONE. I sent them 2 emails and a message through their automated message page on their website explaining my situation, yet the only reply I received was one telling me to call them. I live in XXXX XXXX in XXXX. Other than gas station stores, there are no stores, pay phones or even public transit service. I would have to drive 40+ miles to XXXX in extreme snow, which I DON'T, and then drive around until I could find a public phone ( which I am not even sure as to whether there are any ). So I want my account unlocked so I can make my layment and I will not be paying any fees for late payments either. In this day and age, what kind of website doesn't give you the option to be contacted by email??? Thanks ...
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

2019-03-05

Grape Creek, TX

Managing an account

Checking or savings account: Savings 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

Timely Response

2019-02-28

Bighill, TX

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-02-28

Discovery Bay, CA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: On XX/XX/XXXX and XX/XX/XXXX, I sent Penfed Credit Union a letter regarding two unauthorized inquiries that they placed on my credit file AFTER is was closed. XX/XX/XXXX -- PENFED closed the account due to delinquencies XX/XX/XXXX, and XX/XX/XXXX PENFED inserted inquiries onto my credit file. On XX/XX/XXXX and XX/XX/XXXX I received a letter from Penfed stating that they had already investigated my dispute and that they were not going to delete the inquiries because they had permissible business reasons. PENFED DID NOT HAVE ANY PERMISSABLE PURPOSE. I would like to know why they didn't do an ACCOUNT REVIEW ( soft Pull ) and why they put 2 inquiries on my credit file after it was closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-28

Etiwanda, 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

2019-02-27

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

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

Timely Response

2019-02-25

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

Timely Response

2019-02-25

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 monetary relief

Timely Response

2019-02-22

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 explanation

Timely Response

2019-02-21

San Gabriel, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Complaint: On XX/XX/ 2019 we submitted a formal request for a trustee to trustee IRA transfer of approximately $ XXXX to Pentagon Federal Credit Union ( PenFed ) at the XX/XX/XXXX maturity of a five year certificate of deposit.. On XX/XX/XXXX we contacted PenFed inquiring why the funds had not been transferred and were still sitting in non-interest bearing share savings account. We were told that they found the transfer request and would process it. As of today. XX/XX/XXXX the funds have not been deposited with the new trustee, XXXX XXXX, although the PenFed savings share account shows a XXXX balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-19

Old Westfield, NY

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

2019-02-19

Northville, MI

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
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

2019-02-14

Hanceville, AL

Managing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response