ComplaintsforPenFed Credit Union

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PenFed Credit Union Representative, recently approved personal, credit card application. Send, personal, PenFed Credit Union credit card, to:*********************************** ******************************** Detroit, MI, ***********

  Business response

  01/25/2023

  We received your Better Business Bureau complaint on January 23, 2023. We appreciate the opportunity to address your concerns.
  
  We would first like to thank you for choosing PenFed for your credit card needs. We appreciate the opportunity to address your concerns.
  
  Regretfully,due to a supply chain issue with our vendor, our credit and debit card shipments have been delayed. We currently anticipate members receiving your new cards within two to five weeks of the date the account opened. We sincerely apologize for any inconvenience caused by the delay. We are working with our vendor to rectify the situation as soon as possible.
  
  If you have any additional questions, please feel free to call us at ************, and one of our Member Service Representative would be happy to help you.
  
  Sincerely,
  
  Vice President, Payment Product Operations

  Customer response

  02/02/2023

  Send, Pen Fed Card, to ************************., Detroit, MI, ************* for ****************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone account **** was deactivated and changed numbers, the number on PenFed account ************ and could not login to account. Called PenFed and answered all security questions would still not change my phone number or allow me access to my account, replied I needed to send them Color Copy of my drivers license, phone bill( I have one year prepaid ATT) lady said then send a utility bill I did all the above and they refused to change my number to ************ as requested so I could login to account, wanted copy of phone bill. At this point I wish to close my account including all CD's with no penalty due to their business requirements I no longer wish to be a member. Never seen a company so ridiculous, I have US Government accounts that are not this restrictive.

  Business response

  02/06/2023

  We received your Better Business Bureau complaint on January 23, 2023. We appreciate the opportunity to address your concerns.
  
  We regret any inconvenience caused by our request for ID documents prior to updating your phone number.
  
  Thank you for discussing your concerns with a Member Engagement Supervisor on January 31st and for uploading the requested documents. We can confirm we updated your phone number the same day.
  
  We regret this event caused you to consider ending your relationship with PenFed. We ask that you allow us the opportunity to restore your confidence in our ability to meet your financial needs.
  
  Sincerely,
  
  Senior Vice President, Operations Support
  

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PenFed has lost the title to my vehicle two times now. I have attempted to comply with every single request that they have sent me. They now have raised my interest rate dramatically on my vehicle loan stating that I have not complied with collateralization of the loan. The only reason alone, its not collateralized is due to massive incompetence on behalf of the PenFed staff. I have been trying to resolve this for over 12 months.

  Business response

  02/02/2023

  We received your Better Business Bureau complaint on January 23, 2023.We appreciate the opportunity to address your concerns.
  
  We funded your auto loan on June 15, 2021, and first received a lien-free title to the vehicle on January 17, 2022. Prior to placing a lien, the Hawaii Department of Motor Vehicles (DMV) requires sections A and D of the title to be completed, as well as the current odometer reading for the vehicle. We sent the title back to you with instructions requesting completion of the required sections, via ***** on January 17, 2022.
  
  On April 11, 2022, we received the title back with sections A and D incomplete, a second time. We sent the title back again, along with a letter of instruction to complete sections A and D, on April 20,2022. We received the title back with the requested information on May 11, 2022. However, when we sent the title to the Hawaii DMV for lien placement, they notified us that a duplicate title had been printed, this voided the title that was in the possession of the Hawaii DMV. 
  
  We need the most recent title to the vehicle to perfect our lien, or we will need for you to request another duplicate title from the Hawaii DMV. A Collateral Control Administrator attempted to reach you on January 24, 2023, to provide details on what is needed to resolve the issue. Please return their call at your earliest convenience.
  
  We hope this information has been helpful.
  
  Sincerely,
  
  Vice President, Consumer Banking

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You are the worst CREDIT UNION EVER!!! Please PERMANENTLY CLOSE ALL MY accounts. Also, remove AND delete any and all my personal information you have in your system and on your server. Account: ********** Account: ********** Account: ********** I never opened Account: *********** I want it closed as it is fraudulent, fix your mess today. I am done banking with you. Thank you for closing my account expeditiously.

  Business response

  01/30/2023

  We received your Better Business Bureau complaint on January 19, 2023. We appreciate the opportunity to address your concerns.
  
  We reviewed your identity theft claim and our investigation did not validate your statements. Based on the information found during our investigation, we have denied your claim. Please refer to our January 24, 2023 letter for further details regarding our findings.
  
  If you have additional questions, please give us a call at ************.
  
  Sincerely,
  
  Vice President, Enterprise Fraud Operations

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear PenFed,Please PERMANENTLY CLOSE ALL MY accounts. Also, remove AND delete any and all my personal information you have in your system and on your server. Account: ********** Account: ********** Account: ********** I never opened Account: *********** I want it closed as it is fraudulent, fix this *** today.Thank you for closing my account expeditiously.

  Business response

  01/30/2023

  We received your Better Business Bureau complaint on January 19, 2023. We appreciate the opportunity to address your concerns.
  
  We reviewed your identity theft claim and our investigation did not validate your statements. Based on the information found during our investigation, we have denied your claim. Please refer to our January 24, 2023 letter for further details regarding our findings.
  
  If you have additional questions, please give us a call at ************.
  
  Sincerely,
  
  Vice President, Enterprise Fraud Operations

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  received transaction notice about a 69.23 charge . I will need customer service to explain this.

  Business response

  01/18/2023

  We received your Better Business Bureau complaint on January 16, 2023. We appreciate the opportunity to address your concerns.
  
  Our records show on December 30, 2022, you spoke to a PenFed representative to make a $69.23 payment to your credit card.
  
  If you have any questions regarding the payment, please give us a call at ************. One of our Member Service Representatives would be happy to assist you.
  
  Sincerely,
  
  Vice President, Payment  Products Operations
  

• Initial Complaint

  01/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a notice that I have a collection from PENTAGON FCU on my credit report. It says it was opened on 10/26/2020 for $0 with account number starting in ******* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the FCRA and FDCPA. I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  Business response

  01/20/2023

  We received your Better Business Bureau complaint on January 12, 2023. We appreciate the opportunity to address your concerns.
  
  We carefully reviewed your letter and PenFed membership history. You joined PenFed in October 2020 as part of an approved personal loan application. You provided multiple identity and income documents as part of the application and signed the promissory note.
  
  We received on-time payments to the account from October 2020 to June 2021, when payments stopped. Due to non-payment, we charged off the account in January 2022. In February 2022, we sold the account to ***** *********** *******, LLC. When the account was sold, it was updated with the credit reporting agencies to reflect a $0.00 balance, sold/transferred. In response to your complaint, we reviewed how each agency is reporting your account. Experian and TransUnion are accurately reporting the account, however ******* does not reflect that the account was sold. We submitted a request to update the account information with Equifax.  
  
  ***** *********** *******, LLC now owns the debt and is responsible for servicing the account. Please direct any further inquiries to them at ************.
  
  We hope his information is helpful.
  
  Sincerely,
  
  Vice President, Collections

• Initial Complaint

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a notice that I have a collection from PENTAGONBC on my credit report. It says it was opened on 06/01/2018 or $0.00 with account number starting in ************ that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the FCRA and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  Business response

  01/23/2023

  We received your Better Business Bureau complaint on January 9, 2023. We appreciate the opportunity to address your concerns.
  
  After thoroughly reviewing your contact information and PenFed membership history, our Fraud Specialist sent you a letter on January 17, 2023 confirming we denied your identity theft claim. Between July 2019 and December 2022, we responded to several credit reporting disputes filed via the credit reporting agencies. On December 30, 2020, we replied to a dispute received directly. Our response included copies of signed agreements and statement histories demonstrating your ownership of several accounts. In April 2021, we responded to a second direct dispute inviting you to submit a copy of your police report, which we did not receive. 
  
  After charging off your credit card account due to non-payment in October 2019, we subsequently sold the account to ********************* They can be contacted at ************ to discuss payment arrangements to satisfy the balance.
  
  We hope his information is helpful.
  
  Sincerely,
  VP, Enterprise Fraud Operations

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I’ve been banking with PenFed CU for a few months and it’s always a problem but usually it’s fixable. But not this time, around the beginning of December I contacted a representative of PenFed to stop payment on a withdrawal of $200 dollars which was going to ***** ******** Credit Card as a deposit. Well the account with the credit card company was closed before the $200 left my account. I was told by PenFed CU that I wouldn’t be able to dispute the action until after the payment stopped pending. So I did. I was denied the first dispute saying I took too long and I had to call to find out that I was denied. So I talked to another representative who told me they would send it up the ladder because I did do everything like I was told. Not only was I denied again I was also locked out of my account and was told the only way for me to get back into my account was to send a copy of my SS card, copy of my photo ID and a bill with my address. I live with my mother and on disability I have nothing in my name but my ID with my address on it and mail I get from the bank or Social Security. I was told I need to send a copy of my mothers ID and a bill, as my mother said it’s not her account so she shouldn’t have to send anything and she’s not. I’ve been with them way too long to be going through this and I can’t afford to lose $200 dollars cause they messed up. Like I said I’m on disability and until today my disability check has been deposited into the account I have with them. I would like an apology and my money back. I did what I was supposed to do.

  Business response

  01/23/2023

  We received your Better Business Bureau complaint on January 9, 2023. We appreciate the opportunity to address your concerns.
  
  On January 5, 2023, we received the requested identification documents and approved the referenced $200 merchant dispute. We subsequently provided a provisional credit to your checking account. However, the account currently has a negative balance due to a prior mobile check deposit rejected in December 2022.
  
  We ask that you speak with our Member Services team directly at ************ and they would be happy to assist you further.
  
  Sincerely,
  
  Vice President, Enterprise Fraud Management

  Customer response

  01/27/2023

  [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

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My banking institution Penfed Credit Union had a malfunction with their electronic ACH debit for my funds to pay my mortgage on November 14th 2022. My mortgage did not get paid as submitted earlier in the month for November and my Penfed account keep shows reversals for payment. I called Penfed and was informed they were having issues and my account and payments would be corrected. I reached out my mortgage company a few days later whom stated the transaction was successful. I submitted a payment to my mortgage at end of November to pay for December and today it was informed my payment made during Penfed technical problems did not occur. This meant the payment I made for December went towards the November issue. Penfed overdraft my account which made my funds not be sufficient for mortgage. The error has interfered with my payment history and even though Penfed is offering to pay charges and fees I have gained from the error the history with my mortgage and the incorrect documentation and missed actions have interfered with my financial stability for this month.

  Business response

  01/11/2023

  We received your Better Business Bureau complaint on January 8, 2023. We appreciate the opportunity to address your concerns.
  
  On the morning of November 14th, we experienced a system error which caused us to debit your account twice. Please accept our apology for the error and for the inconvenience this has caused you.
  
  We strive to take exceptional care of our members, but when we fall short, we appreciate the opportunity to make it right. Thank you for taking the time to speak with our Member Experience Analyst on January 10th regarding your concerns. He emailed you a letter confirming the issue was due to a PenFed error, and that we will cover any late payment fees from your mortgage provider. You can upload documentation showing any fees to home.PenFed.org/s/document-upload, and we will process it promptly.
  
  Thank you for being a valued member of the PenFed community.
  
  Sincerely,
  Senior Vice President, Consumer Products

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