Complaints

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:11/08/2023

  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 am deeply concerned about the unauthorized sharing of my nonpublic information with credit bureaus, leading to inaccurate reporting on my credit history. This situation has caused significant financial and emotional distress, in violation of 15 USC 1681 Section 602, which protects my right to privacy. Under 15 USC 1681 Section 604(a)(2), it's clear that a consumer reporting agency should not furnish account information without my written consent, which has not been obtained. Additionally, 15 USC 1666(b) ensures timely credit card payment recognition. I kindly request a prompt investigation and correction of the inaccuracies on my credit report. Protecting my rights and privacy is of utmost importance. Please use account number ***************** for reference. I anticipate a swift resolution.

  Business Response

  Date: 11/14/2023

  We are in receipt of the stated complaint. Due to the sensitive nature of this issue, this will be addressed outside of the BBB. 

• Initial Complaint

  Date:10/24/2023

  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.

  The Credit Union says they denied my auto loan based on a credit score they got from ******** that was incorrect. I have called and confirmed with ******** that on 10/12/23 My credit score was NOT 596 when actually it was 720, after the denial my credit score took a hit and is currently 675 since 10/19/23. I originally disputed that score with the credit union, but they say that's what they got from Experian.

  Business Response

  Date: 10/24/2023

  Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.

  Customer Answer

  Date: 10/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I previously contacted the Credit Union, and they were not trying to resolve the matter, simply re directing me to deal with ********, the credit reporting agency. It wasn't important enough to them before when I raised the issue with them. Now I'm reporting their bad business practices and that way I can get it off my credit report. And be an example for others to look out for wary credit practices.
  
  Regards,
  
  **********************************
  

  Business Response

  Date: 10/25/2023

  Our records indicate PFFCU addressed the claim made by the complainant on October 25, 2023.

  Customer Answer

  Date: 10/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Firstly, I did not want them to contact me today October 25, 2023, which they did anyway, just to not be helpful in the least bit. We were on a recorded line, where the call rep admitted to understanding my issue, also apologized, but refuses to make the situation right. Which is why I contacted the BBB in the first place. I do not want them to contact me with empty apologies and refusal to correct their mistake. If they call again, then it will be harassment on top of misinformation and bad business practices.
  
  Regards,
  
  **********************************
  

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  10/3/2023 and 9/25/2023. PFFCU double charged me for sending money to someone via ***** pay. ***** and PFFCU confirm this is an issue with the credit union system. I got the run around with answers from PFFCU and am getting ready to file my formal complaint with government as well as remove all of my moneys from this institution. On 10/3/2023, I sent via ***** pay my mom $400, automatically a hold of two $400 transactions was placed onto my account. WHY? The same thing happened when I sent my cousin $25 via ***** pay on 9/25/2023. A double charge of $25 was placed on my account. PFFCU has yet to return my money.

  Business Response

  Date: 10/05/2023

  Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments. 

  Customer Answer

  Date: 10/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  
  

• Initial Complaint

  Date:08/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Today I went into my neighborhood police and fire credit union with my 18 teen year old son he just started his first job and he wanted to open a checking account he asked me to go because this is his first time opening a account so I took him there because I’m a member myself when we got in front of the representative she asked for all the proper Identification and he had it she asked personal questions and he answered them so after putting this information in the system she says she needs to verify this with her manager so after being gone for about 4 minutes she returns and says the only way he can open a account is if we go to the social security office and get a paper stating that he is who he says he is so I say to her what do you mean he just presented all his proper Id and what’s the name of this paper she couldn’t tell me anything so I said I never heard of this before she says it’s something new so we left out and I called the main branch on arch street and the representative there told me she has never heard of that so now I feel like there’s something more and I’m not sure what it is yet but one thing for sure no one can give me any information to why this happened and if I have to I will take my business elsewhere and start a discrimination suite.

  Customer Answer

  Date: 08/19/2023

  My son name is *********************** and we went to the Wyncote branch 

  Customer Answer

  Date: 08/19/2023

  My son name is *********************** and we went into the Wyncote branch 

  Business Response

  Date: 08/22/2023

  Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments. 

  Customer Answer

  Date: 08/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************** & *******************************
  

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 authorized a payment to a company on the pretense that if i changed my mind i could cancel the order and get a full refund. About 3 days after i placed the order, i canceled it and was once again reassured i could get a refund. They said it would take 20-30 business days. After that time passed I reached out to the company. The company never responded to any of my messages. So i filed a dispute with PFFCU to make sure I would get my money back. They immediately returned my money so I thought the issue was resolved. However, a couple months later I received notification from PFFCU that the charge was being reversed simply because the merchant proved I authorized the charge to begin with. I had proof all along that they agreed to provide a full refund. The company wouldnt take a loss with the canceled order because they couldnt ship anything out to me unless they received my blood test results. That never happened since i never got blood work done. I could prove to PFFCU that the company wouldnt take a loss but it fell on deaf ears. Not only did PFFCU only take into account what the merchant said but they made it clear to me it didnt matter what proof i had it was useless and proceeded to allow this company to steal $600 back from me for no services or products ever being provided! PFFCU does not support or protect the consumers at all!!!!!! It was clear the company lied to me about the cancellation and refund policy when I inquired about it twice just to get me to Authorize the charge and despite being able to prove this-PFFCU Did Not Care! THIS COMPANY STOLE FROM ME AND THE BANK ALLOWED THEM TOO!

  Business Response

  Date: 08/18/2023

  PFFCU attempted to reach ************ to address her comments on August 15, 2023, but was unsuccessful.

  Customer Answer

  Date: 08/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  this business called me once and was unreachable until today 8/23

  staff said that since this has went through the dispute process and was denied theres nothing they can do. The merchant has denied it so they could do nothing about it.

  i went through my bank for this dispute because the merchant never responded to me at all after promising my refund but this bank allowed them to steal money from me that didnt belong to them at all and they know it. They never provided a product or a service and they suffered no losses at all. 
  

  Only the merchants proof mattered the bank My proof didnt matter. I have proof of fraud every misrepresentation. PFFCU has failed to protect me and represent me as the consumer in this transaction. They should not be trusted at all as an entity. Its disgusting the way theyve handled this dispute from beginning to end. 

  Regards,
  
  *********************

  Business Response

  Date: 08/31/2023

  Our records indicate PFFCU addressed the claim made by ************ on August 14, 2023 and August 23,2023. 

  Customer Answer

  Date: 09/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
    
  Records indicate PFFCU allowed the company to steal money from me knowing I was owed a refund. I never received any services or product from the merchant and this was explained to PFFCU. Records indicate PFFCU asked for information regarding the dispute when It was first filed by me but after the merchant finally responded, PFFCU decided it was an appropriate action to go ahead and reverse the charge after initially providing me my refund. None of my proof was ever considered or entertained but they made a judgment on my case. PFFCU allowed this company to steal from me. This isnt a bank that protects their clients and their two word responses reflect exactly that!

  Regards,
  
  *********************

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 received another pre approval in the mail directly from the branch where I have an account encouraging me to apply for a loan and was denied. It’s like they want me to keep having hard inquiries on my credit. I think it’s fraudulent practices. If you preapproved me without accurate information then maybe the term should be preselected to apply for a loan, not preapproved. It’s criminal and misleading. They said the loan was denied for the reasons of debt to income. I applied for a loan to purchase my vehicle I’ve been leasing for the past 3 years. The debt to income ratio obviously will change after I purchase the car. I had the simple question of what preapproved me and I don’t have a clear answer. It’s jus fraudulent misleading practices and it’s greatly costing me a drop in my credit score which I’ve worked very hard to build up. At a time while I’m searching for another car loan this company has interrupted my credit score. I have the preapproval letter that’s addressed directly to me along with my personal information, I also have the denial email.

  Business Response

  Date: 07/18/2023

  Due to the sensitive nature of this issue, PFFCU will be following up with the complainant directly to address their comments. 

  Customer Answer

  Date: 07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I fully have a better understanding of what pre-approved my loan application. I also informed the lead underwriter that a denial email was a little impersonal and a follow up phone call would've made a huge difference. I wish to not follow through with my original complaint and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello! I applied for a car loan on 6/24/23 @ PFFCU in the Springfield branch in Springfield PA. I’ve been with them since 12/2019. The car I already had was refinance through them. I wanted to trade my car in so I was approved for $26,000.00 loan. I was told by PPFCU loan department if I used the whole amount my payments would be around $400. I did not want a car payment in that range, so I found a car that was $20.899.09 so I used $22,604.54 of the money on 07/03/23. Paperwork was being sent by the dealership over to the bank and I was waiting for the bank to contact me to go over the entire loan. No one from the bank ever contacted me. I received the email on 7/10/23 about getting an extended warranty through PFFCU that I signed up for. I was speaking with the gentleman in the warranty department to get a price for a warranty and I stated no one has contacted me about the loan. So he told me from what he can see my payments will be $378.41, that’s $21.59 away from $400 so I was confused because of the payments. So I called to speak with someone in the loan department and was referred back to the gentleman about the warranty. He stated there was nothing that could be done. He also stated that my loan is for 75 months and that he will see if I could have to to 85 months I was told no my car had to be a newer car. So he said he will email a manager to contact me and I could speak with them. No one ever contacted me back so I called again and left another message for a manager to contact me. The next day I called again, and if another message for manager to contact me again, nothing. So when I got off of work, I went to the branch today 7/12 and spoke with a manager who told me oh we mailed your paperwork out so I said no one was going to contact me and I left several messages to speak with someone. She apologized and said we mailed the paperwork out. So I ask, why was I told not to use the entire check in order for my payments not to be in that range, she stated that was incorrect. She said, I could’ve put more money down for my payments to be much lower. I stated why would someone in your loan department tell me differently and incorrect information. I stated because I’m not happy about the payments because I did not want my payments to be in that range. Her response was you have money in your savings you can take that money in your savings and put down on the car for your payments to be lower. I said I will not because I went off of what was someone at your branch told me not to do when in fact it was the total opposite of what I should do. I’m very disappointed because on top of that the gentleman in the loan department who went over my warranty withdrew $2,151.80 out of my account when he was told to take $121.80 for a monthly payment towards my warranty not the entire balance. So I have to wait until tomorrow 07/13/23 to speak with him to get this straightened out. I only had my car for 12 days and I deeply regret this whole process I wish I can turn back because I’m so disappointed. I asked was there anything else that they could do to lower my payment because again I only used $22,604 from the check so it was still $3,395.46 remaining. I’m unable to use because the check was already written out. I understand it and I understand the process but when you’ve been with a bank for a while and you’re trusting in them to be honest and upfront and explain things much better and you feel as if your now stuck into something that you regret now it’s very disappointing and frustrating. I think after this I will be considering switching banks because I rather have someone attempt to try their best and go above and beyond to see what could be possibly done to try to please your customer instead of just saying nothing can’t be done. And for someone to explain much better the loan process specially when your spending money and the simple fact I have a good report with them. On top of a manger not returning my call after three messages were left very unprofessional. Thank you!

  Business Response

  Date: 07/27/2023

  Due to the sensitive nature of this issue, PFFCU has followed up with the complainant directly to address their comments. 

  Customer Answer

  Date: 08/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/09/2023

  Type:Product 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 want to close my secured **** credit card that I put $500 of my cash to build my credit. I called the bank today and was told **** is not holding my money because my account was purged and the person who did this did not send my money back to me nor ****. Now I'm being told I cannot get my money back because of their error. I need someone to go find where my funds went and give them back to me. I am not paying off the card so I can be out of 1,000 dollars.

  Business Response

  Date: 06/26/2023

  Due to the sensitive nature of this issue, PFFCU will be following up with the complainant directly to address their comments. 

• Initial Complaint

  Date:05/23/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  This place was suggested to us through a car dealership. This is not our first time buying cars and setting up loans. On April 2022 we provided insurance information and was accepted for car purchase. They tact on late fees without telling us and claimed we did not provide insurance information. They wanted their name to be on the policy but never specifically communicated this with us. We never had to put the banks name on the insurance policy. Our insurance said they were supposed to contact them to make this request if they wanted it. They sent spam looking emails stating immediately call them of late payment. We double check on our end, reoccurring payment went through no problem and we were never late. We tried emailing back but they continued to send spam like emails so we eventually gave up. This month 2023 they sent a repo on our car. We put down a large sum of payments for and was paying monthly for a year. Once we talked to them we addressed everything right away and showed proof of insurance since the car purchase. They made us pay 1600$. We asked why was there no simple email about the insurance? On top of that we were getting random calls with no voicemail left. I got one voicemail from a lady that sounded unprofessional, did not leave details, we thought it was a scam. We eventually gave up and pay the fee. We told them we want a written notice or invoice or paper to explain what we are paying for. At first they said no. After pressing they showed us the late fees. I pointed out it didn't add up! They have ~1400 in the system they are asking for ~1600. They said it was fee of the repo. We told them ok that's fine show us proof or paperwork. The manager said they didn't need to show me anything. Also payment manager printed out a receipt for us, telling us next due date is July. He then later told us oops sorry I got the wrong date, so he gave us a small POST IT with the new date. To change things out of the blue on a post it note? We can’t trust this.

  Business Response

  Date: 05/24/2023

  PFFCU has previously addressed the claims made by the complainant. 

  Customer Answer

  Date: 05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Please show proof or guide me to where and when this complaint was handled.
  
  Regards,
  
  ***** *****************
  

  Business Response

  Date: 05/25/2023

  Our records indicate PFFCU addressed the claim made by the complainant on May 22, 2023 and May 23, 2023. 

  Customer Answer

  Date: 05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  As stated in the original complaint, we were forced to come in and pay the fee or else our car would be repossessed. I also put in a complaint for what happened during our meeting with the branch on that day. Both of the original request to waive/ now refund is the fee and lack of invoice information have not been met.
  
  Regards,
  
  ***** *****************
  

• Initial Complaint

  Date:02/15/2023

  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 was a victim of adverse action by POLICE AND FIRE CREDIT UNION and my consumer rights were also violated. On 2/8/2023 and 2/13/2023, I called POLICE AND FIRE CREDIT UNION on a recorded line regarding my bank account and credit card. I was told that due to notifying POLICE AND FIRE CREDIT UNION by way of sending in notarized documents (that were received by POLICE AND FIRE CREDIT UNION on 2/6/2023 per certified mail) regarding their violations against me, my Police and Fire Rewards credit card was closed without my consent and my monetary compensation request for said violations was NOT met. Since then, my credit scores have dropped 60+ points.As you may be aware, it is against federal law (15 U.S Code 1691(a)(3)) in accordance with the Equal Credit Opportunity Act for a creditor to discriminate in any aspect of credit transaction because the applicant has in good faith exercised any right under this chapter and POLICE AND FIRE CREDIT UNION has violated my federally protected consumer rights of 15 U.S Code 1691(a)(3).Since the recorded phone conversation on 2/13/2023 and 2/8/2023 and attached documents labeled EXHIBIT A is both proof and evidence that I have been discriminated against, POLICE AND FIRE CREDIT UNION is civilly liable. POLICE AND FIRE CREDIT UNION should resort to reasonable procedures to rectify this affair and compensate me for said violations pursuant 15 USC 1640.As a resolution to rectify this affair, I am seeking that my credit card account is reopened and marked as Paid as agreed on my credit report and I will be sending an invoice to collect actual damages for said violations.

  Business Response

  Date: 02/17/2023

  PFFCU has previously responded to the claim made by ****************************** 

  Customer Answer

  Date: 02/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: As of 2/17/2023, PFFCU has NOT taken reasonable and lawful steps to correct ALL of their errors. I checked my credit report today to find that due to my initial complaint, my PFFCU inquiry has been deleted off of my report. According to federal law, this is admission to error which further supports my complaint. Had they not made an error (which they said they did NOT) they would have left the inquiry on my report and would have told me the reasoning as to why I had an adverse action on my report. It's funny how they decided to remove it all of a sudden, however this only makes my case stronger and proves their unethical and ignorant business practices. Also, this shows that my letters that have been sent to them, were not fully read. I was seeking that my credit card account that was closed be reopened because it was closed illegally due to the fact that I was exercising my consumer rights. And I was seeking that my monetary relief be sent to me via check to the address provided on the invoice sent to them. These demands were not met. The attorney general has been contacted and will be acting as legal intermediate in this matter. All individuals who were involved in the repeated violations against myself will be held accountable. If my requests are not met within the next 24hrs, this matter WILL be handled in civil court. It would behoove you, POLICE AND FIRE CREDIT UNION to meet my demands in a timely manner. 
  
  Regards,
  
  ****************************************