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

• 

  PenFed Credit Union

  120 Windsor Center Dr East Windsor, NJ 08520-1407

• 

  Penfed Credit Union

  1199 N Eglin Pkwy Shalimar, FL 32579-1252

• 

  Pen Fed Credit Union

  4630 Exchange Service Dr Dallas, TX 75236-1506

• 

  PenFed Credit Union

  701 W Central Texas Expy Harker Heights, TX 76548-1618

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:08/18/2022

  Type:Customer Service 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 attempted to open an account (CD) with PenFed on 11 August 2022 and received an immediate denial. I called customer service and was told that my identity needed to be verified, and that I needed to provide the following:- Current, non-expired U.S. government-issued ID, such as driver's license or passport - Driver's license, utility bill dated within the past 30 days, or current vehicle registration - W2 or Social Security Card I uploaded my W2 and driver's license with address matching my application. The next day, I found that my documents were denied, with no explanation. I again called customer service and was told that a supervisor had corrected the issue (apparently the verification department could not read the address on my license, despite it being a high-resolution image), and that my account would be approved no later than the next day. The next day, I still could not open a CD account, but I was able to create a login, and I linked an external account with which to fund my anticipated CDs. I called customer service a day later to follow up on my account status and was told that the W2 was insufficient because it did not show my SSN. I immediately uploaded my Social Security Card and waited. Two days later, I got an e-mail stating that the Social Security Card was accepted, but I need to uploaded the other relevant documents (which I had already provided). At this point, I called and the representative told me that the corners were not visible on my license. I uploaded another front and back photo of my license, along with my Active Duty military ID. After waiting through the weekend and Monday, still no access, and now my account was blocked totally. I called again and was told that the documents were accepted and I would have access by the next morning. The next day, still no access. This conversation and promise occurred again the following day. It is now 18 August (2 weeks since first attempt) and I am still locked out. Unacceptable.

  Business Response

  Date: 09/07/2022

  We received your Better Business Bureau complaint on August 29, 2022. We appreciate the opportunity to address your concerns.
  
  We understand an Operations Support Specialist has been attempting to reach you to resolve this matter. Please return their call at your earliest convenience.
  
  We look forward to hearing from you and resolving your concerns.
  
  Sincerely,
  
  Senior Vice President, Regional Service Center

  Business Response

  Date: 09/12/2022

  We received your Better Business Bureau complaint on August 29, 2022. We appreciate the opportunity to address your concerns.
  
  We requested identity verification documents at the time of your membership and were pleased to review the drivers license and W-2 you uploaded on August 10th.
  
  We sent you an email on August 11th, requesting clearer copies that included all four edges of the documents. We also asked for an additional document, which we did not receive until August 18th.Upon receipt and review of the document on August 18th, we completed your membership and permitted access to your online accounts.
  
  We apologize you encountered an issue with the identity verification requirements on August 19th while attempting to open additional accounts online. We appreciate you calling and bringing this matter to our attention. Our Operations Support Specialist assisted you with opening the three additional accounts.
  
  In response to your Better Business Bureau message, an Operations Support Specialist attempted to call you several times on August 30, 2022, but was unable to reach you. If you have any additional questions or concerns, please feel welcome to return our call at ************.
  
  We look forward to hearing from you and resolving your concerns.
  
  Sincerely,
  
  Senior Vice President, Regional Service Center

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a HELOC with the company. After my credit was pulled and information reviewed it was determined that I qualified for the loan. I uploaded all required documents. One of the documents was a letter from my son's father stating he pays child support and will continue to pay for the next 5 years. I also provided bank statements showing the child support payments. At that point I was informed they could not use it because it was not court ordered (which I told them from the beginning). Then they said I didn't qualify due to debt to income but hadn't yet looked at my paystub to notice I had recently received a raise. After pointing this out they said they would get back to me. After several days I received an email that my debt to income was too high because they were including the mortgage payment. I am NOT on the Mortgage loan. I am on the title. My fiance is on the Mortgage. So I am confused as to how they are allowed to deny the loan based on a payment that I am not legally responsible for? They have taken so long to reach this decision that I will take another hit to my credit going to someone else. The LTV on our home is at 50%. My credit qualified, they were going to pay off two debts that were high with the amount I asked for. I'm concerned about the practices they use. When I was initially denied and pointed out an obvious oversight they had to come up with another reason. Then another reason. The one I have the biggest disagreement with is how is it legal to put a debt on me that is NOT mine? Then tell me I don't qualify due to that debt. I was a great customer. My 2 credit cards are paid on time, I even paid off a $7000 loan I had with them 3 years early. I currently have an auto loan with them that is never late. I don't understand why I'm being treated this way. They are not the company they pretend to be and I will do whatever it takes at this point to get out from under them. I've never been so mistreated by a company.

  Business Response

  Date: 08/29/2022

  We received your Better Business Bureau complaint on August 26, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for discussing your concern with our Home Loans Member Relations team. We will be following up with you directly with more detailed information soon. 
  
  Thank you for allowing us the opportunity to assist you. 
  
  Sincerely,
  
  Senior Vice President, Mortgage Chief Operating Officer

  Business Response

  Date: 09/12/2022

  We received your Better Business Bureau complaint on September 3, 2022. We appreciate the opportunity to address your concerns.
  
  We appreciate you considering PenFed for your home lending needs. Unfortunately, we are unable to approve your loan application at this time,due to not meeting the income requirements.
  
  We apologize for our delay in clarifying our lending guidelines regarding child support income. We thank you for taking the time to discuss your concerns regarding your recent application with our Home Loans Member Relations team. If you need any further assistance or clarification on our lending guidelines, you can contact our mortgage information and applications team at ************.
  
  Thank you for allowing us the opportunity to assist you. 
  
  Sincerely,
  
  Senior Vice President, Mortgage Chief Operating Officer

  Customer Answer

  Date: 09/17/2022

  [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

  Date:08/15/2022

  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 a home equity loan and savings account with PenFed. On 8/2/22 I attempted to transfer $2,500 from my savings account to an external account. Per PenFed's policies posted on their website, there is a daily limit of $2,500 in external transfers per day at no charge. My ACH transfer was not allowed however, and a $0 maximum transfer amount has been applied to my account.I have contacted PenFed numerous times by phone and by email, as the $0 limit has remained since 8/2/22. I have been given different answers each time, and finally told that it has been disabled for me for "security purposes" leaving me know free way to access my money as I do not have checks or debit cards on that account. I was told that I could "bypass" the security by paying an enormous wire transfer fee - which is ridiculous. If this is truly for "security" that wouldn't be allowed either. It's theft and blackmail. I have asked for a supervisor on each of my calls and emails dating back to 8/2, and to date, I have yet to have a return call or email or any resolution and I am still unable to access my funds. I have contacted PenFed on 8/2, 8/3, 8/5, and 8/14 without resolution or return contact.

  Business Response

  Date: 08/24/2022

  We received your Better Business Bureau complaint on August 22, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with an Operations Support Specialist regarding this matter. We trust the phone call helped provide resolution, and we encourage you to reach out to them if you have any additional questions or concerns.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Senior Vice President, Regional Service Center

• Initial Complaint

  Date:08/12/2022

  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'm depressed and suicidal after dealing with the unauthorized use of my personal information. Which resulted in this unauthorized item on my credit report. I sent letters over 30 days ago and they failed to get back with me with sufficient validation. This account violates the FDCPA and must be deleted immediately because those are serious violations and I could be compensated for them.

  Business Response

  Date: 08/31/2022

  We received your Better Business Bureau complaint on August 22, 2022. We appreciate the opportunity to address your concerns.
  
  We appreciate the opportunity to address this issue. We would refer you to the letter you received from our credit disputes team dated July 6, 2022. As the letter states, the FCRA  requires us to report accurate information, so we cannot change information that is reporting correctly.
  
  We appreciate and respect your efforts to improve your credit circumstances and credit bureau standing and regret we are not able to grant your request.
  
  Sincerely,
  
  Vice President, Collections

• Initial Complaint

  Date:08/10/2022

  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.

  Received a pre-approved credit offer in the mail. When attempting to accept the offer multiple times was informed their system was down. I called to accept over the phone and the agent told me the system was down still but that I could submit my application over the phone. I agreed and was denied. It appears that their pre-screen offers have different criteria. Many lenders do this. The agent should have told me to wait until their system was back up. Either that or their marketing department needs to do a better job screening people. I just wasted a hard inquiry and a credit score drop.

  Business Response

  Date: 08/24/2022

  We received your Better Business Bureau complaint on August 16, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with a Consumer Underwriter on August 22, 2022,regarding this matter. We trust the phone call helped address your concerns, and we encourage you to reach out to them if you have any additional questions.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Vice President, Consumer Lending Operations

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep receiving direct mail from this company. I do NOT want this mail, nor did I request it. Immediately remove any and all information from your systems within 24 hours of this complaint being responded to, and cease immediately sending me any further mail, or communications. Be aware, that any further contact you agree to a fee of $1000 per contact for my time and effort.

  Business Response

  Date: 08/29/2022

  We received your Better Business Bureau complaint on August 15, 2022. Our Consumer Banking Member Experience team attempted to call you to discuss your concerns, but they were unable to reach you and sent an email with their contact information.
  
  We carefully reviewed our records and were unable to locate an active membership in your name. This indicates that you received a general solicitation mailer from PenFed. These mailers are based on information provided to us from the consumer credit reporting agencies.
  
  Regrettably, we can update solicitation preferences for current or previous PenFed members only. If you would like to be removed from receiving pre-screened offers from creditors, please go to optoutprescreen.com.You can also reduce the number of mailed advertisements you receive at dmachoice.org. Please note these options apply to all marketers and lenders and are not specific to PenFed.
  
  As disclosed on the mailers you received, you may also contact ******* directly at ************ or by mail: *******, ******************************************.
  
  I hope this information is helpful. Thank you for the opportunity to assist you.
  
                                                                     Sincerely,
  
                                                                     Senior Vice President, Marketing

  Business Response

  Date: 09/09/2022

  We received your Better Business Bureau complaint on September 01, 2022. We appreciate the opportunity to address your concerns and regret our initial response to you on August 28, 2022, did not fully resolve your situation.
  
  As stated in our prior response, an Analyst with our Consumer Banking Member Experience team called you on August 23, 2022, and left you a voicemail with their contact information. They also sent you a follow up email to which you replied stating you did not wish to speak with our representatives directly.
  
  During our initial review, we found we were unable to locate an active membership in your name. This indicates you received a general solicitation mailer from PenFed. These mailers are based on information provided to us from the consumer credit reporting agencies.
  
  PenFed is only able to update solicitation preferences for current or previous PenFed members. If you would like to be removed from receiving pre-screened offers from creditors, please go to optoutprescreen.com.You can also reduce the number of mailed advertisements you receive at dmachoice.org. Please note these options apply to all marketers and lenders and are not specific to PenFed.
  
  As disclosed on the mailers you received, you may also contact ******* directly at ************ or by mail: *******, ******************************************.
  
  We trust this response provides final clarity to your concern.
  
  Sincerely,
  
  Senior Vice President, Marketing

  Customer Answer

  Date: 09/10/2022

  [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:

  I am **NOT** a member, nor have I ever been one. I did **NOT** request marketing material, nor do I want it.

  Since **YOUR** company is sending this to me, **YOUR** company is the one responsible for it's stopping.

  You refuse to cease sending me solicitations, and have admitted to harassing me by calling me, when asked clearly to cease communication.

  I completely reject your response. I DO NOT WANT ANY CONTACT FROM YOU, I DO NOT WANT MARKETING MATERIAL FROM YOU. CEASE SENDING AND CONTACTING ME IMMEDIATELY.

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

• Initial Complaint

  Date:08/06/2022

  Type:Sales and Advertising 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.

  This company opened a Regular Share Account in my name without my authorization. I do not know this company. I never opened a bank account with them. The fact that they opened an account without my knowledge is fraudulent activity.

  Business Response

  Date: 08/18/2022

  We received your Better Business Bureau complaint on August 14, 2022. We appreciate the opportunity to address your concerns.
  
  We understand your concern. Our Operations team reviewed your concerns and has information to provide to you. They have been attempting to reach you to discuss and resolve this matter. Please return their call at your earliest convenience.
  
  We look forward to hearing from you and resolving your concerns.
  
  Sincerely,
  
  Senior Vice President, Regional Service Center

  Business Response

  Date: 09/01/2022

  We received your Better Business Bureau complaint on August 26, 2022. We appreciate the opportunity to address your concerns.
  
  We appreciate you contacting our member service team on August 18th. Our representative clarified your PenFed membership and share account were established when you opened an account with our lending partner. If you would like any more information on this, you can contact our member service team at ************.
  
  At your request, we closed your PenFed membership and share account on August 18th.We emailed you confirmation on August 26th.
  
  Although I regret you chose to close your PenFed membership, I hope you find a reason to return to us in the future.
  
  Sincerely, 
  
  Senior Vice President, Operations Support 

  Customer Answer

  Date: 09/12/2022

  [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

  Date:08/05/2022

  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.

  Penfed has closed my account stating the reason is fraud.

  Business Response

  Date: 08/24/2022

  We received your Better Business Bureau complaint on August 13, 2022. We appreciate the opportunity to address your concerns.
  
  Our representatives have spoken with you multiple times since you submitted your initial concern regarding this issue in September 2020. The most recent conversations occurred on July 26th and August 3rd, 2022.We also responded to your recent written concern on August 9th and left you a voicemail on August 15th.
  
  We regret you feel our prior explanations did not provide an adequate resolution to your situation. However, at this time, the restraints on your accounts will remain permanent.
  
  Sincerely,
  
  
  Vice President
  Enterprise Fraud Operations

• Initial Complaint

  Date:08/04/2022

  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 had an educational loan through PenFed. On 4/28/2022 I refinanced with another lending Company. I continue to get billed for a loan that has been paid off. Pen Fed was given a servicing number. According to PenFed they can't locate the servicing number and want my new lender to send a paper check. That was their solution. How am I going to have my new lender send another check when they have already paid for the loan! PenFed is not very helpful on the phone. Im the person stuck in the middle, currently paying on two loans.

  Business Response

  Date: 08/22/2022

  We received your Better Business Bureau complaint on August 19, 2022. We appreciate the opportunity to address your concerns.
  
  We understand our Research team has been attempting to reach you to resolve this matter. Please return their call at your earliest convenience.
  
  We look forward to hearing from you and resolving your concerns.
  
  Sincerely,
  
  Senior Vice President, Operations Support

• Initial Complaint

  Date:08/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a credit card from this bank via a direct solicitation. After being approved I was told I had to open a savings acct at the bank in order for them to send the card. Strange and sketchy, but ok. I open the savings acct and get the card. I download their app and use it to activate the card. So far no issue. I have a balance transfer offer when I activate the card which I use. Ive had nothing but trouble since. I'd have to make multiple attempts every month to make a payment as there was always an issue of some kind. In app the card always showed as active, and showed my available credit(of $7.992). After about 2 months I tried to use the card at a gas station and it was declined, which was odd since I was only spending $15. I check the app when I get home. All is well according to app. Used the online ******* feature to verify my available credit etc. ******* says card is active and has an available balance of $7,992. Thouht it was a computer glitch. Things were about to get worse. I go out of the country. I try to use my card; it is declined. Im now stranded, what am I going to do? I have no phone service, but do have wifi so I go to the app. It still shows card active and available credit of $7,992. Get on the chat. Theres somehow never an agent available regardless of the time of day, just the *******. ******* says card is active. So I email, because I am distraught now. I eventually get a reply that my card is blocked and has been so since it was activated for suspected fraud. The card never had a completed transaction so how can they suspect fraud? Im told that they can't tell me that. I have to call their fraud department. I cant. They say too bad. Begged for solution not using phone. Told no. I can't speak intelligibility from an accident which I tell them although it's none of their business. Told no. Then they block payments, start charging late fees. No amount of pleading makes them offer a solution. Fees climb, all emails are form letters

  Business Response

  Date: 08/10/2022

  We received your Better Business Bureau complaint on August 8, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to communicate with our Consumer Banking Member Experience team regarding this matter. We trust they were able to address your concerns, and we encourage you to reach out to them if you have any additional questions.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Vice President Payment Product Operations