ComplaintsforPhiladelphia Federal Credit Union

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got charged an overdraft fee because the bank hadn't cleared the full amount of my payroll check, it is unnecessary and egregious.

  Business response

  06/29/2023

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Overdraft Privilege (ODP) is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative and charging a fee.
  
  The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction. This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants which can present to your account several times until the funds are available.
  
  You are able to “Opt-Out” of this service at any time by calling PFCU at ###-###-#### or visiting any of our branch locations. If you request to opt-out of Overdraft Privilege you may elect at any time to have access to the privilege again, but you will need to meet the qualifications set forth by PFCU.
  
  After a review of your account, as a one-time courtesy the $28.00 Overdraft Privilege fee was waived.

  Customer response

  07/06/2023

  Complaint: ********
  
  I am rejecting this response because:

  I always have to wait 48hrs for my payroll checks to process. Tuesday was july 4th so supposedly that did not count toward that time. However, payments that were made to my long term savings account were processed during that period causing me to be over drafted twice. This is a unethical manipulation of the so called rules and it makes me wonder how solvent this bank actually is.
  

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

  Business response

  07/06/2023

  **************,

  Per our check hold policy, on the day of the deposit, $225.00 is immediately made available to you. The remaining amount was placed on a two-day hold from the date of the transaction and this available funds/check hold information is available on the printed receipt. Holidays are not included within the two-day hold period. Several transactions presented to your account which took your account into a negative which caused the fees to be applied to your account.
  

  The only activity in your savings share were transfers that were completed through your home banking access.

  In addition, as a one-time courtesy, additional fees were reversed on June 21, 2022, in the amount of $112.00 because you had recently started a new job and you stated that your direct deposit had not been set-up yet. A notation was included in our response to that prior BBB complaint, stating that until your direct deposit is in place, standard holds may be applied on ATM check deposits and the entire amount of the deposit may not be immediately available.

  We are sorry to hear that the requested fee reversal, which was credited to your account on June 28, 2023, was not a satisfactory solution.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This bank, which I been a member with for over 10 years keep piling on fees when I make a mistake. Today I look and it’s nearly 100 dollars in fees, which brings my account to nearly 245 in the red. Granted, I have over 4000 in my saving account. I’m bewildered because the money is there in the bank. It’s time to maybe end our relationship. It seems we have become all about fees.

  Business response

  06/27/2023

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Overdraft Privilege (ODP) is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative.
  
  The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction. This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants.
  
  You are able to “Opt-Out” of this service at any time by calling PFCU at ************ or visiting any of our branch locations. If you request to opt-out of Overdraft Privilege you may elect at any time to have access to the privilege again, but you will need to meet the qualifications set forth by PFCU.
  As a one-time courtesy, 3 fees totaling $84.00 have been reversed. 

  Customer response

  06/28/2023

  [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

  06/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pfcu refuse to file **** complaint as 45 days has passed and l have no item that money taken out of my account by the ********* and l don't have no item and no refund, the Pfcu did not file complaint filed on 5/7/3023 and waited until the 5/16/2023, as if now it 60 days instead of 45 days, still nothing has been done, please help.

  Business response

  07/26/2023

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Your account has been credited in the amount of $69.92, and per your conversation with the Vice President of Collections, you agreed that this action has resolved your complaint.
  
  We thank you for being a valued member and appreciate your patience during our review process.
  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 20th of May, my bank account was compromised. So my bank end up closing my account. The scammer to hundreds of dollars from. Now I have a new account and it’s in the negatives because of the fraud. The bank is saying I can’t get my money back. I thought my money was insured for situations like this. I want to know how do I go about getting my money back. I’m thinking about leaving this Credit Union all along. I’ve been banking with The Philadelphia Federal Credit since a child and been loyal for over 20 years this just opened my eyes and showed me a new side of the bank. It seems like my money isn’t safe.

  Business response

  06/09/2023

  Dear ******************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  After a review of your account, it was determined that you admitted to sharing your home banking information with a friend and they deposited fraudulent checks via Remote Deposit Capture. These checks were returned, causing your account to go negative in the amount of $347.54.
  You can apply for a new account, once the negative balance is paid in full, as long as you qualify for membership.  .  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  every month they allow people to access my accounts to over draft them or steal money than for each transaction they charge me $28 leaving my accounts in a negative every week forcing me to pay them my whole check

  Business response

  05/12/2023

  Dear ***************************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  After a review of your account, we have determined that it is the account owner’s responsibility to ensure that there are sufficient funds when scheduling payments. As a one-time courtesy, we reversed three Overdraft Privilege (ODP) fees, totaling $84.00.
  
  Overdraft Privilege (ODP), which you are opted into, is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative and charging a fee. The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction.
  
  This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants, which can present to your account several times until the funds are available.
  
  If you no longer wish to opt into ODP, you are welcome to apply for a Line of Credit, which is an open-ended revolving loan that may be used as overdraft protection and cash advances. This is a loan with an interest rate attached to your checking account. If you chose to have a line of credit, it would replace the ODP since the account is unable to have two forms of overdraft protection. 
  
  Please contact us at ###-###-#### if you wish to opt out of ODP, or to apply for a Line of Credit. 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a notice of rescission. I have made several attempts to notice pfcu and received no response to my letters. I come with clean hands and in good faith. It is Philadelphia Federal Credit Unions duty to respond promptly and address my grievances and they have failed to provide that for me the consumer. After reviewing my contract/ agreement with Philadelphia Federal Credit Union I was able to identify several violations of my rights pursuant to federal laws as a consumer, as well as laws that have been broken. I do not wish to be apart of these actions and I am exercising my right of rescission. Listed are a list of some of the U.S. Codes that were violated. 15 U.S.Code § 1692;- false and deceptive forms 15 U.S. Code § 1635- right to rescission notice not provided 15 U.S. Code § 1644(a)- fraudulent authorized use of credit card (10k fine) 15 U.S.Code § 1605 - finance charge defined and what is all included 15 U.S.Code § 1635(f)- right to rescind after 3 years if rescind paperwork was never furnished 15 U.S.Code § 1635(b)- right to rescind and keep the property 15 U.S.Code § 1640(a) - each violation is 2x finance charge 15 U.S.Code § 1602(P) UNAUTHORIZED USED OF A CREDIT CARD WHEN THE USER DOES NOT HAVE IMPLIED AUTHORITY 15 U.S.Code § 1602 (K)DRAFTING A CONTRACT OR SIMILAR INSTRUMENT IN WHICH THE CONSUMER CANNOT ADEQUATELY UNDERSTAND 15 U.S.Code § 1681 (A)(2)(B) FURNISHING AN ACCOUNT THAT WAS CREATED FROM A CREDIT CARD OR SIMILAR DEVICE 15 U.S.Code § 1692D(4)ADVERTISING OR THE SELL OF A DEBT TO COERCE PAYMENT

  Business response

  03/09/2023

  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Our investigation revealed the following timeline of events in regards to your complaint letter:
  
  On December 2, 2022 a pre-skip claim was filed because the vehicle was 75 days delinquent and there was forced placed insurance on the loan. On December 19, 2022 we received notice from *PA that the car was impounded (booted for tickets). We paid the Parking Authority (*PA) $1,179.30 to recover the vehicle and took possession of it on December 20, 2022. The 15 day letter was mailed to you December 22,2022 to the address on the account.  On December 29, 2022 and on January 4, 2023, *****, a member of our collections department, spoke with you and went over the redemption requirements. These are the same requirements that were mailed to you on 12/22/2022.  On January 9, 2023 you requested your auto loan documents via email, and they were securely emailed to you on January 9, 2023. You were also made aware that the last day to redeem your vehicle per our redemption requirements was on January 6, 2023. Since there were no communications in redeeming your automobile, it was sent to auction on January 11, 2023.
  
  On February 8, 2023, ***** received an email from you requesting the amount due at time of repossession, when last payment was received, when we were expecting the next due payment when the car was repossessed. ***** responded by sending the 15 day letter that was mailed certified to the address listed on the account at the time of repossession.
  
  On February 10, 2023, you called wanting to speak to a manager and ***** informed you of all the documents he sent and explained that it was impounded by the PPA, recovered by PFCU, sold at auction and any proceeds will be applied to the principle balance then the loan will be charged off.  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/05/2022 I had a payment of $548.03 withdraw from my account leaving with a balance of $325.23 then I was assesed an overdraw fee of $28.00 bringing my balance to $297.23. When I called to inquire about the overdraft fee, I was told that my pending transaction was short $9.07. My first complaint is pending transactions (money) should already been taken out of my available balance. Second how can you charge me an overdraft fee for something that is pending. I even asked what happens if the merchant doesn't submit the transaction and the pending hold falls off, what happens then will if get the overdraft fee back. I was told by PFCU that when you use your debit card the funds are debited from your available balance at the time you make your purchase. At this point I am extremely frustrated with PFCU because I feel that they only want to charge you over draft fees uneccessarily. PFCU has charged me $28 for a $2 overdraft and that is crazy

  Business response

  12/28/2022

  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Overdraft Privilege (ODP) is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative.
  
  The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction. This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants.
  
  You are able to “Opt-Out” of this service at any time by calling PFCU at 800-832-7328 or visiting any of our branch locations. If you request to opt-out of Overdraft Privilege you may elect at any time to have access to the privilege again, but you will need to meet the qualifications set forth by PFCU.
  
  In reference to the “pending” transactions, at the time of any purchase with your card, you are making an agreement to pay that merchant. The transaction comes through our system and the funds are accounted for. The status of that transaction may be reflected as “pending” and this is normal activity for merchants. However, if the transaction did not go through, the overdraft fee would have been reversed. 
  
  We apologize for any confusion this may have caused and as a one-time courtesy, the fee of $28.00 that you requested to be reversed was granted.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I previously made a complaint about the payment structure for PFCU. I had a scheduled payment for car insurance of 263.69 on November 23 and a scheduled car payment of 373.00 on November 29. Today is the 28th and both payments went through within hours of each other. This means i was charged with a 28.00 overdraft fee with 10 hours left of a 800.00 hold pending on a payroll check. If the payment for the car loan had gone through as scheduled this would not have happened. I don’t understand why my Progressive payment was delayed for a week and my car loan payment was moved up a day. I would like to be refunded the overdraft fee.

  Business response

  12/06/2022

  Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.

  As a one-time courtesy Overdraft Fees in the amount of $28.00 was reversed on December 6, 2022. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have over 2000 in my saving account. I had over 409 in my checking account. The amount pending is on hold. I can’t get a line of credit from the bank, which the bank always offers because of my credit. I’m building or rebuilding it. If it was short, why doesn’t it just draw from saving. It’s not like money is not in bank. I don’t understand. Fee should be assessed for no money in bank. I have over 2000

  Business response

  11/28/2022

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  After a review of your account, we have determined that it is the account owner’s responsibility to ensure that there are sufficient funds in the correct share account when scheduling payments. Our (attached) Fee Schedule discloses these fees. In 2022, $168.00 in fees have been reversed as a one-time courtesy and any further requests relating to using your savings account as an overdraft option will not be reversed. Per policy we do not overdraft to interest bearing savings accounts.
  
  Overdraft Privilege (ODP), which you are opted into, is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative and charging a fee. The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction. This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants which can present to your account several times until the funds are available.
  
  If you no longer wish to opt into ODP, you are welcome to apply for a Line of Credit which is an open-ended revolving loan that may be used as overdraft protection and cash advances. This is a loan with an interest rate that is attached to your checking account. If you chose to have a line of credit, it would replace the ODP since the account is unable to have two forms of overdraft protection. 
  
  Please contact us at ************ if you wish to opt out of ODP, or to apply for a Line of Credit. 
  

  Business response

  12/01/2022

  We are sorry to hear that you did not find our last response satisfactory. However, currently as an organization, we do not overdraft from the Savings shares. You stated you have $2000.00 in your savings, so you can easily stop getting charged fees, by using our mobile app, Teller Net or Teller Phone, which are both accessible 24 hours per day and 7 days a week. Using these services will enable you to make transfers as needed to cover your debits. We are very sympathetic to your circumstances, but no further fees will be reversed.
  

  Customer response

  12/02/2022

  [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:
  It seems that we have come to an impasse.  Again there was money in my account in your bank.  Again your math is questionable.  This bank is all about fee, rather than doing the correct thing.  If the money is there, it’s there.  All other banks pull from accounts, this bank wants to put you more into debt by asking that you open up a line of credit.  Maybe it’s time for me to rethink our business arraignment.  I’m not here to make this bank money.  I’ve been with this bank for a long time, but it seems they like getting paid.
  

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

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with PHILADELPHIA FEDERAL. They did not provide me with the original application like I asked.

  Business response

  10/05/2022

  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation. 
  The following response is being sent to you from Mrs. Joan S*******, VP of Collections/Loss Prevention:
  Dear *** *******,
  
  I am in receipt of your complaint letter from the BBB (Better Business Bureau) requesting the removal of the auto loan (*****) that was charged off 6/13/2019 in the amount of $10,038.34 from your credit report. I left you a voicemail on October 5, 2022. Our research found that there aren’t any notes on the account indicating you called and requested loan documents. Also, we did not receive a Direct Dispute letter from you requesting loan documents. If we had, we would have responded with a letter stating to send us an updated copy of your driver’s license or identification. The address and email on the account does not match the complaint letter and the ID on the account is expired. Once received, we can mail you copies of the loan documents. The original documents are not saved as everything is scanned, shredded and saved electronically. Lastly, we have collection notes on the account from 8/9/2018 stating we spoke with you, and you told us the car was in the shop from a repair you had done in May 2018. So please contact me if you would like to settle this debt.

*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. ↩