Complaints

This profile includes complaints for PenAir Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PenAir Credit Union

  1495 E Nine Mile Rd Pensacola, FL 32514-5723

  
• 

  PenAir Credit Union

  5056 Dogwood Dr Milton, FL 32570-4599

  
• 

  PenAir Credit Union

  4523 Saufley Field Rd Pensacola, FL 32526-1771

  
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  PenAir Credit Union

  10010 eastern shore blvd Spanish Fort, AL 36527

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  PenAir Credit Union

  21511 Hwy 59 S Robertsdale, AL 36567

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 28, 2025, I received a letter from PenAir Credit Union about a recent credit card application. I have never applied for a credit card with PenAir. This was clearly a fraudulent attempt. But it was only the beginning of my frustration. I attempted to contact them at the "Contact Us" telephone number on their web site, ************, to report this fraud, but had an extremely frustrating experience. There is NO option to talk to a human being or report fraud unless you already have an account. This is impossible, since I was calling to report a fraudulent attempt to get one! How is a fraud victim supposed to contact PenAir Credit Union?

  

  Business Response

  Date: 03/05/2025

  A PenAir representative spoke with Mr. ******* about the account application made in his name. The application was declined, and no account or anything else was opened in his name. It was also recommended that Mr. ******* check with the credit bureaus and check his credit reports as a precaution. PenAir representatives may be reached by phone, in any branch, by chat on penair.org, or by making a virtual appointment.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I started the process of a voluntary repossession on a vehicle yesterday. Yes, I know, it's not ideal, but times are tough and I'd rather do it this way than miss payments and make them come get it. Anyway, I checked my account last night and noticed my savings account said I had -$5 in it, when before I started the process I had $30 in it. I discovered someone at the bank cleaned out my savings account and applied it to the loan balance on the vehicle. On the 2 calls I made yesterday not once was I or my wife told this would occur. Now $30 isn't a lot of money, but what if we had hundreds or even thousands in there? What if this was our main bank account and that money was in there to pay bills and live on? Had I been informed they planned to take the money I probably would have just let them, as again, $30 isn't a big deal, but I was NOT informed. In fact, the process was not explained to me very well at all. The first rep I spoke to told me I had to drive the vehicle to a penair location to drop it off, even if I wasn't local to a branch. I told her the vehicle is not driveable and she told me I'd have to have it towed. She then informed me that she was not in the department who handles this and transferred me to someone who told me it would be picked up, and I gave them the location of the vehicle. I called back a second time after I cleaned out the vehicle and that rep refused to connect me to the person the department, instead playing middle man. Not once in any of those interactions was I told they'd clean out my savings account and apply it to the loan balance. The $30 can stay there, but had it been my primary bank account they'd be returning all the money they stole. I also hope they aren't doing this to other members.

  

  Business Response

  Date: 09/26/2024

  Hello,

  We have been trying to reach Mr. ****** to answer his questions about his auto loan repossession situation. We encourage him to call us back directly at 850-505-3200 x **** during business hours.

  Thank you.

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am urgently writing to address inaccuracies on my credit report caused by the sharing of my personal information with credit bureaus, which has led to significant financial and emotional distress. As per 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to remain confidential. Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account details without my explicit consent, which I have not given. The discrepancies associated with PEN AIR CREDIT UNION have negatively impacted my financial situation and require immediate correction. Furthermore, compliance with 15 USC 1666(b) is crucial, as it prohibits creditors from treating credit card payments as late under specific conditions. For your reference, here are my account details: Account Number: ********************* I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information. Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter. Sincerely, Isiah Rich

  

  Business Response

  Date: 06/24/2024

  We have submitted this issue to the appropriate PenAir management and will follow up soon once they've had a chance to review the matter in more detail. In the meantime, you may visit any PenAir branch or call us toll-free at 1.************ for account-related assistance.

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up my monthly payment to be electronic withdraw from my bank on the second every month it is now 10pm and the transaction have not posted; I have talk with multiple people today and everyone of them promise me that the payment would be taken out of my account and post to my pen air account so far that have not happen. (What is the problem). Please call me ASAP ************ before I get a law firm involved

  

  Business Response

  Date: 05/03/2024

  We contacted Mr ****** by phone on May 3 to let him know that the payment was made on 5/2. We explained that the payment he set up through a third party will be credited to his loan after 5 pm on his selected dated. We also let him know that this will be the case for all future months unless he modifies the payment date at his third-party institution.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/06/2023 we had fraud in the amount of $14,536.97 happen on our credit card account. We were never notified that this large amount was used on our card. The amount was used to pay off a Citibank Card (we have never had a Citibank account). We filed a report with the Milton branch and the credit card company in December. We also contacted local law enforcement. We contacted PenAir with that information. We were told that the fraud department would call us back within 2-3 days and we never received a call. When we called back in January they said they would call us back within 2-3 days and we never received a call back. They continually add interest on the amount and it is currently at $14,891.93. We paid all the amount on the credit card that we owed on 01/20/24. We received a text message saying that the amount was due on 03/08/24. We called on 03/08/24 to card services and PenAir. PenAir said they were unable to remove it and card services said they were unable to do it. When contacting their third party vendor they stated multiple times that they are unable to remove it, and some saying that they were unable to remove balance consolidations. After over an hour speaking with PenAir and card services there was no help whatsoever. Everyone said it was someone else and no one is helpful.

  

  Business Response

  Date: 04/09/2024

  Thank you for your letter.

  At this time, PenAir management is looking into this matter. We have not made any final determination on what necessary actions are needed. We will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so. 

  Customer Answer

  Date: 04/09/2024

  
  Complaint: 21407337
  
  I am rejecting this response because: Pen Air was notified in December concerning this fraud on our account. We have called multiple times to both Pen Air and their 3rd party credit card service with no help and no call back. We were told in December that it would take 60 days. It is currently April and we continually get charged more interest and late charges for something that we never did. We would like this taken off of our account as it is not our charge. The Florida Office of Financial Regulation has contacted  Pen Air on March 26, 2024 and Pen Air has still refused to do anything. Please remove this as soon as possible so legal action is not required.
  
  Sincerely,
  
  Jeremy *****

  

  Business Response

  Date: 04/23/2024

  At this time, PenAir has resolved this issue with Mr. and Mrs. *****.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Collected my credit report without my permission. Specifically after I told them I wanted to hold off on my credit app.

  

  Business Response

  Date: 02/06/2024

  Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so. 

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a Bank account with this bank back in 1995 or 1996. My account was stolen by My ex girlfriend Jacqueline ******* I also open a RA account years later in put what I believe was over $6000. Then some things happen that I broke up with my girlfriend Mrs. ****** she had all my Personal Identity paper work in Frauded my accounts. Now I believe the RA or REA account she also Frauded. I started the account over 20 years ago. I contacted the bank on a number of occasions. In had no response to my complaint. I did this by Written and Phone call message. I need to know if any account that was in my name or still is turn back over to I. I started the account at the NAS navy base Pen Air first, then Palafox in Pensacola Florida location and then again at the Nine Mile Road location in Pensacola Florida.

  

  Business Response

  Date: 12/21/2023

  Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so. 

• Initial Complaint

  Date:08/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been billed $400 a month in addition to my car payment due to pen air stating lack of insurance coverage. I have uploaded the documents every month sense last November plus my agent has called and sent binders. Now I am dealing with my insurance and again I keep uploading my policy in detail even circling the information they are saying is missing and nothing. Every month I get notices of late fee and owing 48.00. This is outrageous and I have received no help and am being charged thousands for nothing

  

  Business Response

  Date: 08/29/2023

  Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.
  

• Initial Complaint

  Date:06/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approx. 2013 I obtained a loan for a vehicle from Pen Air which was paid off around 2017. No late payments ever. In 2011 I obtained a personal loan of $5,000 from Pen Air with (1) late payment (30 days). August 2016 I filed for bankruptcy which the vehicle nor the personal loan were part of the bankruptcy. May 2023 I receive and email that stated my "debt settlement" was confirmed and reported to the credit bureau (in the amount of a little over $4,000). I have no debt settlements and my bankruptcy was 7 years prior. I contacted pen air and they asked if I ever filed bankruptcy which I told them 7 years prior and the vehicle was not involved and the amount they are reporting is my personal loan amount. They told me to report to credit bureau which I did and pen air disputed saying it was correct. June 2023 they filed a "debt settlement" again for the same amount. My credit score has dropped from 718 to 657 as of today (6/16/2023). They stated my "debt settlement" for my vehicle is correct which this is my personal loan amount they are reporting to the credit bureau. Pen Air reported this to the credit bureau 7 years AFTER my bankruptcy which neither loan was part of? They refuse to discuss it further with me.

  

  Business Response

  Date: 07/14/2023

  Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.

  Customer Answer

  Date: 07/18/2023

  
  Complaint: 20198362
  
  I am rejecting this response because: they are avoiding the conversation that we have previously had. Per the privacy law, I am giving them permission to release my information pertaining to them after 7 years reporting a loan that was paid off to my credit 2 months in a row and causing my credit score to drop 36 points and incorrectly stating on my credit report.  All I am asking for is for them to take the information that reported incorrectly to my credit report and remove it. Pen Air is using the excuse of a bankruptcy filed 8 years ago that has no effect on my old loan for my jeep (paid off) or my current line of credit loan. They need to remove this from my credit report, stop reporting this false information from 8 years ago, and explain why after 8 years they reported it now. 
  
  Sincerely,
  
  Tammy **********

  Customer Answer

  Date: 08/03/2023

  I received a phone call from Pen Air employee named Amy ****** on July 27, 2023, stating she was looking into this complaint and why Pen Air filed any type of negative report on my credit. As of 8/3/2023 I have not heard anymore from Pen Air. How can this case be closed when NOTHING has been addressed to a false, inaccurate impact was submitted to the credit bureau when it was an error on Pen Air (they did this twice - May & June 2023) and affected my credit score by 36 points. How is this fair? Why is no one being held accountable, and my credit score not being rectified due their wrongdoing? 

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I made a payment on my car loan. I transfered it from my checking account to my loan account. Everything was fine. I then deposited a check later in the day for the same amount to rememberse the check. Pen Air decided to take my payment and transfered back off and apply the check I deposited to it the loan payment. Which is not the case. So then I get a notice my car note wasn't paid and the check bounced. Well first off I transfered money it was paid. 2nd off why are you applying checks I deposit to a loan. So them I text with this guy named Blake, he says he is manager of chat. Anyways he completely waste my time did nothing and he got upset I said a cuss word. Aww poor thing, freedom of speech. So I call the branch and get it handled on 5 min. Then this Blake is gonna call me today and harass me while I'm work and explain again he got his feelings hurt because I cussed while on the phone. I do not appreciate someone looking in my file getting my phone number and calling me. I didn't ask for a call back or anything as I had already handled it over the phone with branch. I thought our personal information was confidential and safe. I would appreciate if this guy Blake never calls me again. And my number be deleted from my file if it will be used to harass customers.

  

  Business Response

  Date: 05/17/2023

  Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.
  
  

  Customer Answer

  Date: 05/17/2023

  
  Complaint: 20038853
  
  I am rejecting this response because: Obviously I'm a client or your employee wouldn't have my personal phone number to call me a day later to tell me he didn't appreciate the way I talked to him. He shouldn't work I customer service if he can't handle a curse word. Poor guy
  
  Sincerely,
  
  Jessica ********