Complaints

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

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• 

  PenFed Credit Union

  McLean, VA 22102-3381

• 

  Pen Fed Credit Union

  4630 Exchange Service Dr Dallas, TX 75236-1506

• 

  PenFed Credit Union

  2338 Lumpkin Rd Augusta, GA 30906

• 

  PenFed Credit Union

  4306 Mike Padgett Hwy Augusta, GA 30906

• 

  PenFed Credit Union

  255 Hopkins Corner Drive Waynesboro, GA 30830

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:02/02/2024

  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.

  For Leap year there is a provision to give interest to customers 366/366 and I noticed my interest was being lowered and have told them numerous times that . Instead of following the provision to raise one day interest they are taking back the interest every month in 2024. It is apparent that the vender is shorting the customer as trying to give the same rate for a 365/365 day which is not the case this year. They need to fix their calculations and not take money from their customers account fraudulently every month I am not able to communicate to a real manager or chairman who understands they give the extra day as in their disclosure just like if someone worked Feb.29,2024 they would be paid and our interest should be paid to us not taken away.

  Business Response

  Date: 02/14/2024

  We received your Better Business Bureau complaint on February 10, 2024. We responded to your concerns addressed to our Chairman of the Board of Directors and to the ******** ********* ********** ****** (****) regarding this matter. We appreciate the opportunity to address your concerns further.
  
  Our certificate disclosures state that dividends are calculated on a 365-day basis during standard years and on a 366-day basis during leap years. The amount of dividends earned each day is fractionally smaller in a leap year because the Annual Percentage Yield (APY) is divided over 366 days rather than 365.
  
  You will earn dividends on February 29, 2024, the extra day that will occur during the 2024 leap year, but the total annual dividends earned will be the same from year to year because the APY remains the same to ensure consistency for all members.
  
  PenFed maintains full servicing of your certificate, including the calculating and paying of your dividends; there is no vendor involved in this process. We provided you with a spreadsheet to explain and confirm that we are paying you the accurate amount of dividends as described in our disclosures.
  
  We are committed to serving you and will continue to pay full, accurate dividends on your hard-earned funds. We hope the information in this response is helpful.
  
  Sincerely,
  
  Senior Vice President, Operations Support 

• Initial Complaint

  Date:01/11/2024

  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.

  A fraudulent purchase was made on with their card service. When I called to dispute and  nix the purchase I got into a massive argument with them over them putting in the wrong cell number years ago for my account (it was off by 1 number and they flat out refused to fix it) After verifying my SS, name, address, email, and DOB that still was not enough to get them to assist me. They ultimately locked my account, were rude and disrespectful and refused to further assist me. They are by far the worst credit card I have ever owned.

  Business Response

  Date: 01/18/2024

  We received your Better Business Bureau complaint on January 14, 2024. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to share your experience. Providing you with excellent service, while protecting the security of your accounts and personal information, is our top priority at PenFed. We regret you did not feel respected and assisted in your recent communication with us.
  
  To ensure the security of your accounts, we must properly authenticate any contact information updates. We explained the authentication procedure on several occasions and completed the update upon receipt of the requested documents.
  
  We also advised that we were unable to dispute the referenced transactions while they were still pending on your credit card. After the transactions posted, we opened a fraud claim.
  
  We hope this information is helpful and alleviates your concerns. We hope you will allow us the opportunity to restore your confidence in our ability to maintain the safety of your accounts and provide the best-in-class service you deserve. Thank you for being a valued part of the PenFed community.
  
  Sincerely,
  
  Senior Vice President, Operations Support

  Customer Answer

  Date: 02/05/2024

  I received this letter. I see nowhere to add the following code : ********-*****

  i wish to proceed with this complaint. Please contact me if more information is needed

• Initial Complaint

  Date:12/12/2023

  Type:Order 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 not liable for this debt w PENTAGON FEDERAL CREDIT UNION . i do not have a contract with them. they have not provided a contract as requested on 11/01/2023. Solution to this problem deletion. also violated FDCPA 1692e(8) FDCPA 1692g validation of debt FDCPA 807(2)(A) FDCPA 807(8) FDCPA 807(10) FDCPA 809

  Business Response

  Date: 12/20/2023

  We received your Better Business Bureau complaint on December 15, 2023. We appreciate the opportunity to address your concerns.
  
  Our records show that the information we are furnishing to the credit reporting agencies is accurate. We have mailed you a copy of your signed Promissory Note and your consolidated statements showing your account and payment history to the address we have on file for you.
  
  We hope this information has been helpful.
  
  Sincerely,
  
  Senior Vice President, Operations Support

• Initial Complaint

  Date:12/01/2023

  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 got pre-approved for an auto loan at a interest rate of 6.39,% for 72 months. Based on this rate, I purchased a new ***** *** **** from ************** in Shakopee, Minnesota in November 2023. I called PenFed and gave them the exact numbers, which were slightly lower then the pre-approved amount. When they sent me the paperwork to finalize the loan, the interest rate increased to 7.39%. I called them and asked why the rate increased. They gave me several different reasons, all of which I disputed. As they were giving me the reasons, I'd have a legitimate response, they kept changing the reason for the rate increase. We both have all this information on emails, which I can provide if needed. They mentioned that the interest rate the quoted me wasn't finalized until they ran a hard credit report. Their literature states that for pre-approval, a hard credit report is pulled! My credit score is 838 and my wife's is 827, which are both outstanding! They then said their proprietary software kicked out a reason, which they were unable to give me, as to why the rate increased. Their own website stated that the "reason to get pre-approved is that an interest rate is established", see inclosed copy! This is a "bait and switch" tactic, if I've ever seen one! I lost out on a $1000.00 rebate by not financing with ****************** (their rate was slightly higher) and the the added 1% rate increases cost me over $1000.00 in added interest!

  Business Response

  Date: 12/21/2023

  We received your Better Business Bureau complaint on December 11, 2023. We appreciate the opportunity to address your concerns.
  
  We are grateful you chose PenFed for your auto loan needs and are sorry to hear you felt misled during your recent application. We are committed to transparency throughout the loan process, and appreciate your feedback regarding your experience.
  
  We carefully reviewed your application and complaint, and on December 13, 2023, we granted an exception to adjust your interest rate to reflect your pre-approval offer.
  
  We hope that our actions have fully resolved your concerns. Thank you for the opportunity to serve you.
  
  Sincerely,
  
  Vice President, Consumer Lending Operations  

  Customer Answer

  Date: 12/28/2023

  It's too bad it took repeated emails and phone calls to honor your quote! Granting me an "exception and adjusting the rate" is hardly admitting you totally mislead people! It was only a 1% different on the loan rate, but it's the fact that nowhere on either approval letter did it state the rate could change!
  
  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:11/05/2023

  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.

  We have a car loan that originated with *********** Credit Union. PenFed acquired ****. In Feb 2022, we noticed an anomaly with our payment - a notice was sent saying that our payment was late. This payment was set up in office with our loan officer to occur automatically each month in an electronic transfer from our bank, at the origination of the loan. This loan officer remains the same person throughout this experience (he stayed employed through the merger). We reached out to him inquiring about the notice - he responded that our payment was indeed paid on time and there was no anomaly. That it had been applied appropriately, etc. This happened again and we called him again. He again assured us that the loan was in good standing and the payment was indeed received on time. Being concerned that he was not looking in to this fully, we called the main number of the credit union to speak with someone else. This person also assured us that the payments were working as expected. We were assured the payments were being applied to the principle and that they were on time. This subsided and then began happening again. We did more digging and by this time we were able to see that our principle was not decreasing as expected. We have multiple email trails, with screen shots, to support these conversations with the bank and the multiple assurances we received. We finally requested an in person meeting with a supervisor. That person did, indeed, acknowledge that our payments were being applied to interest and not to principle, as they should have been. We requested that this be resolved and fixed, and she said she would follow up with her "interest department." Since then, she has only replied to our inquiries with "the status of your loan is in accordance with the terms of your loan." We have paid thousands of dollars more than we should due to this error, and we have been unable to get the bank to re-engage with us.

  Business Response

  Date: 11/15/2023

  We received your Better Business Bureau complaint on November 13, 2023. We appreciate the opportunity to address your concerns.
  
  Prior to January 2023, your auto loan had a recurring monthly payment debited on the 18th of each month from your PenFed share account, which in turn had an incoming deposit from an external account. The incoming deposit to the share account was not always received in time for the recurring loan payment, but our systems brought the loan current with an internal transfer each time this occurred.
  
  Thank you for speaking with a Financial Center Manager in January 2023 to set up an ACH payment directly to the auto loan from your external account. Consolidating the two separate transfers into one direct transfer will help eliminate any timing conflicts. All payments since February 2023 have been received on time.
  
  We carefully reviewed your auto loan and confirmed all payments were applied accurately to principal and interest. PenFed auto loan interest accrues daily. To determine the amount of interest for any given payment, we calculate the annual percentage rate (APR) to a daily finance charge, then multiply this by the outstanding principal balance and the number of days since the last payment. For example, of your most recent $475.98 payment on October 16, 2023, $22.44 was applied to interest and $453.54 was applied to principal.
  
  You may confirm the accurate principal and interest allocation of your payments by reviewing the statements we mail to you monthly. You may obtain copies of past statements by contacting Member Services at ************ or online at PenFed.org/help.
  
  We hope this information is helpful. Thank you for the opportunity to serve your financial needs.
  
  Sincerely,
  
  Senior Vice President, Operations Support
  

• Initial Complaint

  Date:10/31/2023

  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.

  Received a call from PenFed on Thursday 10/28/23 in regards to my loan request. I was advised that there was an issue with my income. Spoke with an underwriter who explained the issue. I was told to upload a paystub and did so on 10/28. I received an email confirming this paystub was uploaded. There was also a discrepancy in regards to my employers name. I explained the issue in regards to the company I work for merging with another company. I had not heard anything in regards to my loan application so I called on Monday 10/30/23 and spoke with *****. I was advised on that call that within 20 minutes I would receive an email for my husband and I to complete the signatures for eloan to fund the loan. I did not receive those emails then called and spoke with another rep. *** advised me my loan was declined due to the name issue. I was advised to submit another application with the correct name. Called on Tuesday 10/31 to be told my application was considered a duplicate. Asked to speak to a supervisor and was hung up on. Finally spoke to a supervisor with still no clear understanding of why my loan was declined when all documents/paystubs were provided and the name of employer issue was addressed. I was advised I would receive an email regarding the denial and still have yet to receive one. Customer service reps for this business mislead the client in all areas of this loan application from being told i would receive loan documents to sign to then it's declined for a name issue to then be told to submit another application due to the name issue for that application to be withdrawn as a duplicate then to be hung up on when asking to speak to a supervisor.

  Business Response

  Date: 11/21/2023

  We received your Better Business Bureau complaint on November 12, 2023.
  
  Thank you for considering PenFed for your lending needs.
  
  We thoroughly reviewed all the information and supporting documents you provided for your recent loan applications. We declined your loan request because we were unable to verify the stated income.
  
  Thank you for sharing details of your recent member service interactions with us. We are committed to providing superior assistance to our members in every interaction. We regret the service you received was not reflective of this commitment.
  
  We appreciate the opportunity to address your concerns.
  
  Sincerely,
  Vice President, Consumer Lending Operations

• Initial Complaint

  Date:10/25/2023

  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 had a stroke and I'm doing this speech to text.. PenFed bought my loan from ***************** the credit union that I used to work for. I bought my car in December 2015. They took the loan over in 2019 and they don't have any records of my payments that I made to ******** *** ***** credit union. They are trying to repossess my car saying I owe them money and that's not true. I need them to prove to me that I owe them money and I bought the car in December 2015. They are reporting it incorrectly on my credit report and is causing me to not have a place to stay because I can't rent an apartment if I behind on any loans they're saying I owe $1600 I never saw any paperwork that they would increase my loan amount to that figure. I try to get a hardship loan and they said they can't grant me a hardship loan because I didn't pay and I said why should I pay you something that I don't owe you? I want them to forgive the loan and say that I owe a certain amount or not owe anything

  Business Response

  Date: 11/17/2023

  We received your Better Business Bureau complaint on November 7, 2023. We appreciate the opportunity to address your concerns. We received a similar complaint from you through the ************************************ (****) and responded on November 2, 2023.  
  
  Your original auto loan with *********** Federal Credit Union (FCU), was established on January 12, 2016, for $51,420.94. The loan proceeds were sent to ************** We will mail you a copy of your promissory note for your records.
  
  You refinanced/modified your loan with *********** FCU in August 2017 for $46,249.18. We provided you with a copy of your January 2016 and August 2017 statements with our November 2, 2023 **** response. The August statements show the refinance transaction.
  
  PenFed merged with *********** FCU (not ******** * *****)in May 2019, and your loan balance at that time was $40,488.08. We have provided you with a transaction history that shows all your payments made to *********** FCU beginning with the August 2017 refinance through November 2023.
  
  We want to assure you that your loan has been properly credited for all payments received, as evidence by the transaction history. However, refinancing the loan in August 2017 did extend the loan term significantly, to April 2025. The last payment we received and applied to the loan was in July 2022, when the balance was approximately $28,500. Given that the loan’s maturity date is not until April 2025, the loan would still have a balance as of November 2023 even if all the scheduled payments had been made.
  
  We received your hardship application in October 2022, and we denied it based on our determination that you had the capacity to repay the loan based the original terms. Your loan is no longer eligible for loan modification consideration due to its significantly past due status.
  
  In January 2023, we purchased a Collateral Protection Insurance policy after being notified there was a lapse in your auto insurance. We added the policy premium of $3,690.00 to your loan, bringing the balance to $32,246.67. We recalculated your monthly payment to $1,285.94 based on the outstanding balance and remaining loan term.
  
  As stated in our previous responses, the outstanding balance is valid, owed by you, and will not be forgiven. We urge you to contact us so we can either direct our assigned collateral recovery agent to pick up the vehicle, or otherwise discuss mutually agreeable arrangements to address the arrears. We look forward to hearing from you.
  
  Sincerely,
  
  Senior Vice President, Operations Support 
  

• Initial Complaint

  Date:09/28/2023

  Type:Sales and Advertising 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 filled a FTC theft report. I also filled an complaint with the **** for the second time. Pentagon Federal Credit Union responded with Letter Dated August 23, 2023 stating fraud claim was denied and the case closed. After receiving the letter the Penfed phone number and email, I sent and email with FTC report attached and police report alone with I.D and Utility bill. I sent email on August 29th, 2023. I waited almost 30 days with no response from penned fraud department. To as of September almost a month prior to sending email with documentation to Penfed fraud department. I decided to call today to speak with a supervisor her Name Was ******* she is the Operations department supervisor. She stated that she would resubmit the case with the documents attached.

  Business Response

  Date: 10/16/2023

  We received your Better Business Bureau complaint on October 12, 2023. We appreciate the opportunity to address your concerns.
  
  Thank you for the opportunity to respond again to your identity theft claim.
  
  We have received and responded to your prior identity theft claims, both directly with you and through the ************************************* Our Senior Fraud Specialist conducted two thorough investigations and confirmed you are responsible for the account in question. The personal identifying information used to open the account, including Social Security number, phone number, and address, all verify as belonging to you via public record. Additionally, between June 2017 and March 2018, we mailed statements and collection notices to you at the address you provided with this BBB complaint.  
  
  We charged off the account in March 2018, and subsequently sold the account to Axiom Acquisition Venture, LLC. You can contact them at ************ to discuss payment arrangements to satisfy the balance.
  
  I hope this information is helpful.
  
  Sincerely,
  VP Enterprise Fraud Operations

• Initial Complaint

  Date:09/16/2023

  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 have contacted Penfed (my current credit card company of over 8 years) multiple time in the last few months at their customer care phone number. I did so because I no longer have a checking/ savings account with them but opted in to use an external account (my outside bank) to make a payment on my Penfed credit card. Each time I spoke to Penfeds reps, I was given a form to fill out which I did and returned. I then was walked through setting up the external payment online, which I did. I lastly was told that I needed to wait until two small deposits were made into my external account in order to verify it before I could use the external account to make a payment towards my Penfed credit card. Each time I called in to check on this, I was told it was pending. I got multiple calls from their payment collection team because I missed my payment due to this. Penfed allowed NO OTHER OPTION to make a payment towards my credit card since I did not have their checking/ savings. I also am not local to them to visit a branch. I requested a manager for callback multiple times which they never called me, only promised to have one call. THIS CAUSED A PAST DUE PAYEMENT record on my experian and equifax credit report which dropped my credit score. I believe this was not in fault of my own, but a fault of Penfeds system as well as customer care reps who lacked the knowledge and care when I would call about this issue. I am demanding Penfed remove the past due record entry on my credit report or I will seek further legal action. They have all calls monitored and recorded from the countless times I called in regarding this issue as well as every time I brought it up when they called me about payments.

  Business Response

  Date: 09/28/2023

  We received your Better Business Bureau complaint on September 24, 2023. We appreciate the opportunity to address your concerns.
  
  PenFed offers many options for making credit card payments, including mailed check or money order payments, internal transfers from checking or savings, and transfers from external accounts. From January to June 2023, you made mobile deposits to your PenFed savings account, then paid your credit card online from the savings account.
  
  Our records indicate you made no credit card payments between June 17, 2023 and August 21, 2023, despite having made a mobile deposit to your savings account on June 19, 2023. You missed both the July and August 2023 due dates, so August 2023 was reported accurately as 30 days past due.
  
  Our Collections team made many attempts to contact you in July and August to remind you of the past due payment. We reached you on August 15th, but you declined our offer to take a payment. We have no record of you calling us until August 21, 2023, the date you paid the credit card online with the funds in your savings account. During your August 21st call, you asked to add a new external account and our team assisted you with initiating this process online. Our records confirm you successfully made a credit card payment from the new external account on September 16, 2023.
  
  Based on the information presented and our thorough review, we are declining your request to remove our accurate reporting of the late August 2023 payment, as we believe the information obtained from the credit reporting agencies is reliant on all financial institutions providing full and accurate information. While we understand this was not the outcome you desired, we hope the information in this response is helpful. Thank you for being a valued PenFed member.
  

  Sincerely,
  Vice President, Collections

  Customer Answer

  Date: 10/05/2023

  [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:
  It’s clearly a scam / conflict of interest. You need to do your research better as you record all calls and I urge you to review this further. Each and every time your team called me , I made a payment and they could never get my external bank account issue resolved . I was transferred at least twice per each call. I spoke to your general customer service, credit card payment team, and I’m guessing past due payment collection team. Each time they told me to wait until I see the deposits before I can use the account . NEVER did your credit union tell me I had payment options outside of this - only wait for the external bank deposits to verify the account but you can make a payment with me right now over the phone. Eventually I HAD ENOUGH. You retain these recorded calls and to tell me that you don’t see these conversations happening is clearly a conflict of interest as you hold the evidence I need to prove it. I will take this legal due to the impact it has had on my credit report and I can get all the recorded calls that way or through the freedom of information act . PenFed is a fraud and I will continue to echo that same message to family , friends and neighbors. This one issue that you have cause WILL cause you to lose customers , I will make sure of it. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/09/2023

  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 asked if PenFed could remove the inaccurate and discrepant payment history from my account. They did not take accountability for inaccurately reporting that I was 60 days past due to *******, and 30 days past due to ******** and ********** during the same month of May 2023. How is it possible to be 30 days and 60 days late during the same months. I've attached my credit report as proof of the inaccurate and discrepant reporting. They are not taking accountability for reporting inaccurate information on my credit reports. When I spoke to a representative, ****, he told me PenFed can report the account as 60 days past due even if it has not reached 60 days late yet, because the payment is late beyond 30 days. I know this to be false and a violation of the FCRA. Not only are they refusing to correct the mistake on my credit report, they are now telling me anything to get me to go away. I know PenFed has the discretion and ability to remove the inaccurate payment data but they are claiming the can not remove it. I asked if I could provide proof of the incorrect reporting and the PenFed representative stated they have access to the information already. If they are relying on the same inaccurate information as being reported to the credit bureaus, how can they fix the problem? I am requesting that this inaccurate and discrepant payment history be removed from all 3 credit bureaus.

  Business Response

  Date: 08/30/2023

  We received your Better Business Bureau complaint on August 27, 2023. We appreciate the opportunity to address your concerns regarding your PenFed Gold credit card account.
  
  As we have received correspondence from you regarding this issue multiple times, we thoroughly reviewed your account and confirmed to you, in writing, the accuracy of the information we are reporting to the credit reporting agencies. During an August 9th phone call, our Consumer Banking Member Experience Senior Analyst explained it is not our policy to provide goodwill adjustments.
  
  Thank you for the opportunity to serve you.
  
  Sincerely,
  Senior Vice President, Consumer Products

  Customer Answer

  Date: 09/07/2023

  [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:
  PenFed did not address the issue or do anything about my complaint. They are still reporting my account as 60 days late in May 2023 on *******, but reporting 30 days late during the same month in May 2023 on ******** and **********. How is this accurate and fair credit reporting? They are refusing to address the issue and just provided an arrogant response saying they told me they couldn't provide any adjustment to my credit report. How is it fair that they can continue to report this payment history inaccurate and basically just tell me to deal with it? PenFed is claiming they are reporting accurately but my attached credit reports refutes their claim.   My attached recent credit reports show PenFed is inconsistent with the way they are reporting my payment history for May 2023. Instead of trying to resolve a customer's complaint they have continued to ignore me and refuse to address the discrepant information on my credit reports. As a compromise and for the sake of customer service can this payment data for May 2023 be updated to NO DATA since the reporting is discrepant? As I resolution I would accept PenFed just updating the May 2023 payment history to NO DATA since there seems to be a disagreement on both ends on how this information is being reported. I have the obvious proof though because my credit reports shows that PenFed is not reporting accurate and consistent information to my credit reports. Even though I've disputed this several times and show proof over and over, PenFed has still decided to do nothing to address their reporting mistake.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 09/18/2023

  We received your Better Business Bureau response rejection on September 12, 2023. We appreciate the opportunity to further address your concerns.
  
  In addition to your prior BBB complaint, we have also responded to your CFPB complaint and correspondence addressed to our President, confirming the accuracy of the information we furnish to the credit reporting agencies for your PenFed Gold credit card account. We are reporting the account as 30+ days late in May 2023 to all three reporting agencies. If you have any concern regarding how one of the credit reporting agencies is presenting that information on the consumer version of your credit report, you will need to address your concern directly with the specific credit reporting agency.
  
  I hope this information is helpful.
  
  Sincerely,
  Senior Vice President, Consumer Products

  Customer Answer

  Date: 09/21/2023

  [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: there is no resolution being offered. The credit bureaus told me the information is coming from PenFed but now PenFed is blaming the credit union. No one is fixing the problem even though I'm showing proof of the discrepant reporting on my credit reports.
  
  Regards,
  
  ***************************