ComplaintsforPenFed Credit Union

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Well, I use to have a checking and saving account with Pentagon Federal Credit Union. Then I fell in financial hardship and in 2010 I filed bankruptcy and the loans I had with PenFed were discharged in my bankruptcy.. So, PenFed closed my checking account and left the saving account open. So, I deposited $300.00 in the account 3 years ago. Now, They wont let me do anything with the money in the saving. Not even withdraw or close the account. I would like to stay a member with PenFed and use my account if not possible I would like my $300.00.

  Business response

  12/20/2022

  We received your Better Business Bureau complaint on December 05, 2022. We appreciate the opportunity to address your concerns.
  
  Our records confirm we closed your membership on November 30, 2022 and mailed you the referenced funds by check to your latest address of record. You spoke with a representative that day who confirmed the closure.
  
  We regret the delay in processing your request and for any misunderstanding this caused you. Please contact our Member Services team at ************ if you should have any further questions.
  
  Sincerely,
  
  Senior Vice President, Operations Support

• Initial Complaint

  11/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband started a credit account with Pen Fed. and without my knowledge he agreeded to have my name on it. He died a year ago and left a balance of $5,111, which is now hurting my credit score. I contacted Pen. Fed. and they stated they could do nothing about it, even though I never gave permission to have my name on the account. Please help! The account is under ***************************, DOB *********.

  Business response

  12/09/2022

  We received your Better Business Bureau complaint on November 29, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with our Senior Consumer Banking Member Experience Analyst on December 6th. As confirmed, PenFed submitted an update to the credit reporting agencies on December 5th, to remove you from the account effective September 2020. Please allow between 30 and 60 days to see the change reflected on your credit report.
  
  We hope our actions fully resolved your concerns.
  
  Sincerely,
  Senior Vice President, Consumer Products

• Initial Complaint

  11/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/09/22 I received a $300 deposit into my penfed savings account my new balance was $316.56. One 11/10/22 I made ONE payment to Opensky credit card for *****. ONE payment for my Fortiva credit card for *****. ONE payment to my Revvi credit card for *****. ONE payment to my Credit one credit card for *****. And ONE payment to my Merrik credit card for $100.00. My balance with penfed was *****. Penfed had a glitch in their system where the payments were drafted multiple times resulting in overdraft fees and my payments made to my credit cards were reversed or returned and now I have returned payment fees. Penfed has NOT fixed this issue and has NOT refunded me my money. I want my money back AND money for the returned payment charges from my credit cards as this was not my fault and I had money in my account to make all the payments I initiated. It's like I didn't make my payments to my credit cards on 11/10/22 and now I have negative balances stemming from this issue because of penfed. My payments have already been reported as late to the credit bureaus not to mention I have gotten notices that my cards may be closed be cause of the returned payments and negative balances

  Business response

  12/13/2022

  We received your Better Business Bureau complaint on November 29, 2022. We appreciate the opportunity to address your concerns.
  
  On November 14, 2022, we experienced an issue posting certain transactions through our Automatic Clearing House (ACH) Process. As a result, some of those transactions were not credited to the appropriate external financial institution accounts. If your payments have not been credited to the requested account, you will need to initiate the transaction again.
  
  We can confirm we reversed the duplicate debits that were withdrawn from your account. We can also confirm the external fees you submitted proof of have been credited to your share account.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  Vice President, Consumer Products

  Customer response

  12/19/2022

  [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

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I asked PenFed to help me with what is clearly a case of me being scammed by a fake internet merchant. They told me they needed documentation and when I asked them where to send it they didn't respond for over a week. By the time they responded they had already closed the case and awarded my money to the scam artist despite the fact that I received nothing. At best I would like them to apologize and work on their communication seeing as I ran out of time because they waited so long to respond.

  Business response

  12/06/2022

  We received your Better Business Bureau complaint on November 27, 2022. We appreciate the opportunity to address your concerns.
  
  We carefully reviewed your account and show the credit card dispute in question was closed in your favor on November 14, 2022. We mailed you a confirmation letter the same day. The $51.98 provisional credit issued on your credit card account is now permanent.
  
  In response to your BBB complaint, our Card Disputes teams called you to discuss your concerns. Please return their call at your earliest convenience if you have any outstanding questions.
  
  We are grateful for your many years of PenFed membership and look forward to continuing to serve your financial needs.
  
  Sincerely,
  
  Vice President, Payment Product Operations

  Customer response

  12/08/2022

  [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

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My personal account information, home telephone number and address, was changed without any authorization or notification on my PedFed Credit Union account. I only found out about this when attempting to login to my account. I called PenFed and was advised that the account was locked out on Nov. 9th. However I was able to use my charge cards up until Nov. 14. There appears to be no fraudulent charges on the account, however, the lock was not placed until I called to ask why I could not access the account. PedFed did not communicate in anyway to me when my personal information was changed, nor how it was able to occur. I have spoken to several representatives to resolve this matter, who then speak to their fraud department who requested that I provide both my wife's and my Social Security Cards, Driver's Licenses and a bill with our mailing address. I did so and received and reply stating "you will receive an email once your document have been reviewed." No email was received and after calling back I was advised to resend the documents under a different profile/email address. Besides no initial notification of the personal information change, there are no follow ups, and no coordination between anyone at PenFed as to how I get back access to my account. My biggest complaints are how the personal information was changed, why no notification was made and why a lock was not placed when we were told it was on Nov. 9th. Another concern is whether or not placing locks on credit card accounts affects credit reports. As of this writing, the issue has still not been resolved and I am still locked out of my account.

  Business response

  12/02/2022

  We received your Better Business Bureau complaint on November 25, 2022. We appreciate the opportunity to address your concerns.
  
  I am sorry to hear you were a victim of identity fraud. I understand the stress that can accompany these situations and empathize with your experience.
  
  Thank you for contacting us and working with our fraud teams to secure your accounts. I hope your November 28, 2022, phone call with our member experience team resolved any remaining concerns.
  
  The trust you have placed in PenFed over your many years of membership is very important to us. We look forward to serving you for many more years.
  
  Sincerely,
  
  Vice President, Enterprise Fraud Operations

  Customer response

  12/07/2022

  [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

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Pentagon Federal Credit Union debited my ****** ******* checking account twice for $401.88 causing a negative account balance and a $250.42 withdrawal from my $1,500 overdraft protection service which accumulates at a 14.65% rate of interest. With checking account transactions pending and a negative balance, I will continue drawing funds from my overdraft protection service until Pentagon Federal Credit Union rectifies the error and credits my checking account with the $401.88 duplicate debit. The credit union attributed the error to a system flaw and after more than 24 hours from the time which the duplicate funds debited my account, no resolution has yet taken place. I contacted a credit union customer service representative and the representative, in consultation with management, cannot provide me an expected time for a permanent resolution or fix. My family and I live on a very strict financial budget and this has caused a critical emergency due to the lack of funds we need for our daily subsistence. I must now find other financial sources for paying our financial debt which includes the cost of daily meals and vehicle transportation fuel.

  Business response

  12/10/2022

  We received your Better Business Bureau complaint on November 25, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for being a member with PenFed since 2002. We apologize for any inconvenience this situation has caused.
  
  PenFed experienced a system error on November 14, 2022, which duplicated multiple electronic transactions across our membership. Your referenced transaction resulted in a negative balance in your checking account which in turn led to a transfer from your overdraft protection account. We spoke with you November 14th and 15th to explain what occurred, and on November 16th, we credited your two accounts accordingly.
  
  We provided direct contact information for our Senior Manager of Member Experience to you, and we ask you call them if you should have any further questions or concerns.
  
  Thank you for making us aware of your situation. We strive to take perfect care of our members but when we fall short, we appreciate the opportunity to make it right.
  
  Sincerely,
  Senior Vice President, Consumer Products

  Customer response

  12/13/2022

  [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

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  bank double debited my account for $256.63. Called first thing this morning and was told by a sort of a slow youngster that he did not need to note it or take my information because it is a system wide issue and the fix has to be system wide... or some such nonsense because it is nonsense. call back eight hours later only to be told that they 'put in a ticket' for me but they do not have an estimated time it will be fixed. WHICH LIE IS THE CORRECT LIE? if i knew who was telling me the truth, i would know how to proceed. is this a system wide issue or should the first person have opened a ticket and given me a ticket number. i don't find their newest hires to be very adept at their jobs and i can tell when i am being blown off. and now i am talking to a supervisor who admits that the checking accounts were double debited however there is nothing they can do for me now. she does not particularly care if i eat tonight or not... they are doing their best and i am openeing an account with ***** *****. ***** ***** may not be the best bank but i've never had a bank ''accidentally" take my money and then just blow me off

  Business response

  12/02/2022

  We received your Better Business Bureau complaint on November 25, 2022. 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 our error, for our delay in resolving the issue, and for any inconvenience this may have caused you. We can confirm we reversed the duplicate debit on November 16th and corrected your accounts.
  
  We are sorry to hear you were disappointed with the service you received. We strive to take perfect care of our members, but when we fall short, we appreciate the opportunity to make it right. 
  
  Sincerely,
  Senior Vice President, Consumer Products

• Initial Complaint

  11/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a student loan with this Credit Union. My employer sends a $200 check on the 1st of every month, PennFed refuses to accurately apply this check towards my payment, often applying it 20 days later, even though they've received it the first week of each month. PennFed then claimed my account was past due and deducted $400 from my bank account without authorization. I've called 8 times this year trying to resolve the issue, but their internal teams are rather incompetent. They have now closed my online portal, so I can no longer even log in to pay. It's absolutely horrendous service, and I recommend never doing business with them. My next step is to sue.

  Business response

  11/29/2022

  We received your Better Business Bureau complaint on November 21, 2022. We appreciate the opportunity to address your concerns.
  
  Payments received by mail are posted effective the date they are received. We reviewed the $200.00 checks we received from February to August 2022. Our records show we applied the payments following the instructions on the check, which state the payment should be applied to the loans principal balance.
  
  Our records show the $405.04 payment on October 24th was authorized by the co-borrower on your loan. However, we took the payment from the wrong account by mistake. We regret any inconvenience caused by our error.
  
  On November 23rd,a Senior Escalation Analyst attempted to contact you by phone to discuss your concerns, but they were unable to reach you. They left a message with their contact information. They look forward to speaking with you, and we encourage you to return their call.
  
  Sincerely,
  
  Vice President, Items Processing

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took out an auto loan in 2016. I paid the complete auto loan in 2021. I tried selling the car in 2022, and the dealership that is buying it is telling me that there is still a electronic lein on the car. I call penfed to resolve. They say that they are clearing it now, and it will be clean in the system in 24-48 hours. 2 weeks go by, the lien is still on the car. I call them again, and they tell me they can't help me to release it in the government system. Now I am stuck without my car title, and can't sell my car.

  Business response

  11/25/2022

  We received your Better Business Bureau complaint on November 15, 2022. We regret the issues you are experiencing with your vehicle’s title, and we appreciate the opportunity to address your concerns.
  
  We received your request in October 2018 to add a co-owner to your vehicle’s title and we mailed the title and necessary paperwork to you. Regrettably, the Florida Department of Motor Vehicles (DMV) electronically transmitted the updated title back to PenFed with an incorrect lien filing number, so we did not receive it. When you paid off your auto loan in December 2021, we simply closed the file as we had released the original title to you in October 2018 and had no knowledge of the incorrect electronic lien placed by the DMV.
  
  We received your request on October 28, 2022, for a lien satisfaction letter and we emailed it to you the same day. We then received notice from you on November 8, 2022, that the DMV did not accept our lien satisfaction letter. This information led us to discover the electronic lien that was incorrectly transmitted by the DMV. Unfortunately, the nature of the error prevents us from releasing our lien electronically.
  
  On November 10th, we express-shipped a letter and return label to the Florida DMV, asking them to print and ship the paper title to PenFed. Upon receipt, we will express ship the paper title and our lien satisfaction documentation directly to you.
  
  We hope this information is helpful and restores your confidence in PenFed. Thank you for choosing us for your financial needs.
  
  Sincerely,
  
  Vice President, Consumer Banking

  Customer response

  12/01/2022

  [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

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your website was updated a few months ago which caused 3rd party sites to not sync to PenFed. No other bank that I use has this issue. The new website has a horrible UX. Reached out via ******* last month to ask about an ETA for allowing us to properly manage our accounts with 3rd parties, and they said they were aware of the issue and working towards a resolution. You then replied to someone else's tweet 3 days ago and said ''The issue is on ****.com", which isn't what you all have said in the past. I then called into customer service and the rep said you had no plans to allow 3rd parties to connect. I asked for a supervisor to get better info. I was told by the supervisor that she would enter a ticket, but if its a known issue, they will just close the ticket and not reach out. What kind of customer service is just closing a ticket without reaching out to the customer? Why did you all update the site, block 3rd party apps and provide zero communication to customers that have been using that service for 10+years?

  Business response

  11/23/2022

  We received your Better Business Bureau complaint on November 12, 2022. We appreciate the opportunity to address your concerns.
  
  While we understand the convenience of financial planning apps, we do not encourage their use. Many of these apps use a technique called screen-scraping to collect account information. This technique may also allow them to collect your data without your explicit authorization. To help protect the security of your accounts, we may temporarily or permanently block third-party access to your accounts.
  
  We can confirm that we are not currently blocking ****** serviced products such as **** and *******. However, we are aware that members have been having issues accessing their accounts through both services. Intuit has confirmed they have an open ticket to resolve this issue. In the meantime, we encourage you to access your accounts through PenFed Online.
  
  We hope this information has been helpful.
  
  Sincerely,
  
  Senior Vice President, Chief Information Security Officer
  IT Security

*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. ↩