Astro

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:While I am pleased to know that the proper corrections have been made, in both PenFed and [redacted] , I believe that I should not have to wait until the next monthly cycle for PenFed to send the information, due to all of the inconveniences that I have experiencedI know this information is pushed electronically, and it should have been done the moment you confirmed this with [redacted] As of today, I've pulled the most recent report and the auto loans are still not showing up Regards, [redacted] ***

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Platinum Rewards [redacted] Signature account was received in my office on April 13, I appreciate having the opportunity to address your concerns I was very sorry to hear your *** account was compromised with the $charge with [redacted] Suites on March 13, I understand how distressing it is to have your account used fraudulently and regret the inconvenience it caused youI assure you we work very hard to prevent and detect fraudulent situations internally, with ***, and with our fraud security service provider, [redacted] *** While it is clear the compromise of your account was successfully detected, the subsequent fraud case was not handled as it should have beenPlease accept my apology for the errant closure of your fraud caseAs a result of your call on April 11th, the fraud case was reopened and the unauthorized $charge was removed on April 25, Your account is being monitored by management to ensure your fraud case is handled properly I hope our actions address your concernsThe trust you have placed in PenFed over your time with us is of the utmost importance to meWe will continue to work to safeguard our members and credit union in all possible waysThank you for carrying the PenFed Platinum Rewards [redacted] Signature card in your wallet Sincerely, Senior Vice President, Card Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I was a victim of the Florida Floods and I provided my bank statements notarized Regards, [redacted] ***

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Visa account was received on May 22, I appreciate having the opportunity to address your concerns I regret there was a misunderstanding about your monthly payment amount for your Visa accountYour October 16, statement reflected a $minimum payment due by November 13, After receiving your claim that there was an approximate $fraudulent charge on this statement, we closed the account and established a new one for your continued use The authorized charges from the original account were transferred to the new accountWhile a statement was generated showing you were not obligated to pay the balance on the closed account, on November 16, and December 16, statements were also generated for the new account showing your approximate $20,balance and your minimum amount due We did not receive payment for your November 13, due date until December 30, Our reporting of your late payment is accurate; therefore, we will not remove it from your credit report Per your discussions with our Delinquency Control Department in December, you were aware of the balance owing and stated you were unable to pay for personal reasonsIn subsequent communication with us, you refused to make payment until the 30-day delinquency reporting was removed from your consumer credit report At this time, due to the lack of payment since March 28, 2017, you are again at risk of a late payment reportingI urge you to make a payment soon, and contact our Delinquency Control Department at [redacted] if you are having difficulty with repaymentThey will be pleased to work with you on payment arrangements Sincerely, Jim K [redacted] Senior Vice President, Operations

Dear [redacted] , Your complaint filed with the Revdex.com regarding a Pentagon Federal Credit Union (PenFed) membership in your name was received in my office on June 27, I appreciate having the opportunity to address your concernsI regret a PenFed Credit Union membership was fraudulently established in your nameI want to assure you, this scam did not originate within PenFedUnfortunately, it appears your personal information was obtained by criminals who used it to open this membership and checking accountWhen recognized in January of that the membership was part of a scam, we immediately blocked all activityRegrettably, we neglected to close the checking account, which resulted in the overdraft fees and notices you receivedThe fees assessed to the checking account were reversed, and the account and membership are now closedThe checking account balance is zero and was not reported to the consumer credit reporting agencies at any timeWe did, however, submit a request on July 1, to remove the inquiry from your credit reportWhile the inquiry will be not be completely deleted from your credit report, they will change it to an inquiry that does not affect your scoreYou will continue to see the inquiry on your credit report, but it will not be seen by creditorsThe change should update to your credit reports within days of this letterI hope my response assuaged your concerns and brings this matter to full closurePlease feel free to contact us at ###-###-#### if you have further concerns or questionsSincerely, Steven G [redacted] Vice President, Financial Intelligence Unit

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] Gold account was received on December 1, I appreciate having the opportunity to address your concernsI would first like to thank you for honoring your obligations with usYour diligent effort over the years in paying off your jointly held [redacted] Gold account did not go unnoticed, and we truly appreciate your dedication I completely understand your concern about the [redacted] Gold account notifications and statementsThe [redacted] Gold cardholder agreement states that a minimum payment is due each month regardless of statement issuanceIt further states the monthly statement may be made available to either the primary or joint ownerOur standard procedure is to send statement to the primary account holderThe full agreement is available on our website at: [redacted] Regrettably, your $payment on July 15, left a small $balance dueWhen addressing a past-due account, it is our goal to make satisfactory payments arrangements with the primary ownerWe will attempt to contact the joint owner if the primary is not responsiveGiven your circumstances, I was pleased to hear the remaining balance of your account was waived as of September It is clear you intended to pay the [redacted] Gold balance in full with your July 15, paymentBased on this, we submitted a request with the three major consumer credit reporting agencies, Equifax, TransUnion, and Experian to remove all delinquency reporting after July The change will update to your credit reports within days of this letterIn the meantime, please allow this letter to serve as confirmation the correction has been submittedI hope the actions taken to resolve this issue meet with your satisfaction I appreciate the trust you have placed in PenFed over your many years of membershipI hope you will provide us with the opportunity to continue to earn your membership in the years to comeSincerely, Christopher JMartinVice President, Consumer Underwriting & Processing

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: You are contradicting yourselfI was advised that I could only get a deferment because I had too much "disposable cash" Now you tell me I was considered for a year loan at 1/of what you think I can pay, and I would not be able to make those payments? If my disposable cash was greater than what you still expect me to pay, why shouldn't I get the 2%/15yr loan? I'll take that offer if presented to me, and pay it in years! Regards, [redacted]

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on June 12, I appreciate having the opportunity to address your concernsI am sorry to hear your PenFed [redacted] account was used fraudulently in October of Regulation Z guidelines require that cardholders regularly review their accounts, and report unauthorized activity within days from the date of the statement on which the transactions appear Our Card Fraud Investigations team reviewed your account Given the nature of the fraud, your fraud claim has been acceptedThe claim is in process, along with your new [redacted] account and cardThe fraudulent charges will be removed from your balance due I urge you to check your account at least monthly to verify activity, and notify us immediately if there are charges you do not recognizeYou can view your monthly statements, as well as recent activity in PenFed Online I hope our actions fully resolve this matterThank you for choosing to use a PenFed credit card and being part of the PenFed communitySincerely, Senior Vice PresidentPayment Products and Services Tell us why here

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage account was received on January 29, I appreciate having the opportunity to address your concerns, and will also provide a response to the Revdex.comPlease accept our apology for the mishandling of your January mortgage paymentWith the instructions you provided in November, we should have applied the additional funds to the January due dateRegrettably, we applied them toward the principal balanceTherefore, your January 18, mortgage statement showed both the January and upcoming February amounts due, and a $late feeAs a result of your January 20, phone conversation with our Mortgage Servicing Department, on January 23, we reapplied the principal payment as the January paymentThis reversed the late fee and any indication of a late paymentAt no time was the mortgage reported to the consumer credit reporting agencies as past dueAdditionally, a corrected tax year IRS form is being generated, and will be available through PenFed Online and mailed to you.I hope we have fully resolved this matterI ask that you allow us the opportunity to rebuild your trust in our ability to provide you with the best-in-class service you deserveWe appreciate that you chose PenFed for your mortgage needs, and look forward to serving you for many more years.Sincerely, Senior Vice President, Mortgage Servicing

Your complaint filed with the Revdex.com was forwarded to Pentagon Federal Credit Union (PenFed) on March 7, Your PenFed loan was disbursed on December 7, and the first $payment was due on January 11, A payment was scheduled to transfer from your PenFed Share account; however, there were not sufficient funds in that account to make a full payment Your February 10, transfer from your checking account with another financial institution was rejected on February 15, for nonsufficient fundsWe sent numerous notifications to you about the past-due loan status and the rejected payment At this time, the loan is due for the January due date, and is over 55-days delinquent We urge you to contact us at ###-###-#### to make payment arrangements and prevent further negative credit reporting Sincerely, Vice President, Consumer Underwriting

Dear [redacted] ,Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan Application was received on July 27, I appreciate having the opportunity to address your concerns.I am sorry to hear you are dissatisfied with the service you received from us with the processing of your applications for creditWe make every attempt to be helpful, informative, and politePenFed employees are expected to exhibit professionalism at all timesI regret you felt rushed when you visited our branch.Due to the freeze on your consumer credit report, we were initially not able to obtain your reportThank you for granting us access to this information so we could process your requestsThe information from your credit report was used in our decision on your Visa credit card account applicationWhile we were not able to approve your credit card request, I am pleased we could grant you an Auto LoanWe carefully reviewed your application, and found that the rate and monthly payment amount changed based on your requests to change the term of the loan, the vehicle you were purchasing, and the amount you wanted to borrow.When determining the rate a member receives, we consider many factors, including the member’s credit standing, the specific vehicle and its value, and the length and amount of the loanAs you made changes to this information, the rate we could provide also changedI understand one of our Branch Support Representatives spoke with you about this.When the loan amount was $18,for a 60-month term, we approved a 7.3% rate with $paymentsWhen the term increased to months, the rate also increased to 8.5%Your final loan amount increased to $18,with a 72-month term, $payments and a 9.1% interest rate.I apologize that your request to change your due date was not processed at the time of your callWe have now changed the due date to the 29th of the month to take effective with your September paymentPlease make your August 15th payment, and then change the date for your future payments.I hope this information helps in understanding the terms of your Auto LoanThank you for choosing PenFed for your auto financing needs.Sincerely,Senior Vice President, OperationsTell us why here

Revdex.com: I have reviewed the response made by MrJohn K [redacted] **Vice President, Card Services in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I greatly appreciate MrK [redacted] time and effort on my behalf and sincerely thank him for his consideration I look forward to doing business with Pentagon Federal Credit Union in the future Regards, [redacted] ***

Dear [redacted] , Your complaint filed with the Revdex.com regarding your PenFed Credit Union mortgage application was received in my office on August 28, I appreciate having the opportunity to address your concerns I was sorry to hear your application was not processed as expediently as you wishedMaintaining open lines of communication is essential during the mortgage application process and I am sorry we did not meet your expectations After your application submission on May 21, 2015, a Mortgage Consultant spoke with you regarding the application on May 22, It is unfortunate you did not have time to discuss your application at the time of our call Your Processor attempted to reach you three more times by telephone, email and mailWhen a response had not been received by June 20, 2015, the application was cancelled I regret you decided not to proceed with your application and are upset by the resulting feeDuring the application process you electronically viewed a disclosure stating: I acknowledge that under the circumstances noted below, I will be responsible for all third party costs actually incurred by PFCU in processing my loan requestThese costs include the $charge for submitted the application as well as the other third party costs disclosure on the Good Faith Estimate Circumstances: The Loan does not close, or Property securing the loan is Investment Property, or The purpose of the loan is to refinance an existing Pentagon Federal mortgage FURTHER, I authorize PFCU to charge my credit card account for those third party costs using the credit card account number I have provided to youIn the event that the credit card cannot be used, I authorize you to deduct those costs from my Pentagon Federal deposit account I understand your disappointment with paying for an application from which you did not benefitThese are fees PenFed paid on your behalf to third party providersWe are simply seeking reimbursement for the costs we incurred As you acknowledged your responsibility for third-party fees at the onset of the application, I am not able to grant your request for a refundThank you for your interest in our real estate productsI hope you will consider PenFed in the future when applying for a mortgage, auto loan, or a credit card Sincerely, Cindy G [redacted] Senior Vice President, Mortgage Originations

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) auto loan was received on March 10, I appreciate having the opportunity to address your concerns.I am very sorry to hear your vehicle was a total loss, and of the subsequent issues with your insurance settlement and Guaranteed Asset Protection (GAP) claimPlease accept my sincerest apology for the inaccurate information you received about who was handling your GAP claimWe recognize the responses and assistance our representatives provide directly impacts you; therefore, accuracy and clarity are of the utmost importanceI truly regret your experiences were not reflective of our commitment to providing service excellence.After receiving the insurance check on January 5, 2017, we began researching your GAP coverageWhen we learned the GAP coverage was purchased directly through a dealership, we attempted to reach you on multiple occasions throughout January and February to advise you on how to proceed with your claim.We recognize the importance of submitting these claims quickly; therefore, we submitted your GAP claim to ***, the GAP provider, as a special courtesy on February 28, We were advised that [redacted] has since been attempting to reach you for additional information we cannot providePlease contact Jordan B [redacted] at ###-###-#### regarding the [redacted] GAP claim.I completely understand your frustration with the delay in your claim submissionDue to the special circumstances, we moved your next loan payment due date to April 4, to allow additional time for the claimPlease be assured, once the final settlement payment arrives, it will be back-dated to the date of loss to avoid interest charges during this timeWe hope the actions taken to address these issues meet with your satisfaction.I regret this matter caused you such frustration that you are considering the validity your financial relationship with usI ask that you allow us the opportunity to restore your trust in our ability to meet your financial needs and treat you as a valued member of PenFed.Sincerely, Senior Vice President, Operations

We received on April 18, your complaint that was filed with the Revdex.com regarding Pentagon Federal Credit Union (PenFed)I appreciate having the opportunity to address your concerns.We reviewed the circumstances surrounding our September 8, consumer credit report inquiry We found the inquiry was the result of your $14,Used Auto Loan online application and membership establishment on the same datePenFed has a partnership with AAA to offer a variety of loan products, and your application was submitted through your membership with the Mid-Atlantic Branch of ***.To proceed with the online loan application and establishing membership, the following must be agreed to:By clicking the Continue button, I certify that I have read and agree to the disclosures below and agree to comply with all of their terms and conditionsI allow PenFed to obtain my credit report for the purpose of establishing PenFed membership or other financial services I may requestIn addition, our process requires that you agree with the PenFed membership disclosures before completing the application, which state in part:DCREDIT REPORTSI understand that PenFed will obtain a credit report or other similar type of report which may be helpful or necessary in the evaluation of my eligibility or continued eligibility, for other reasons related to the maintenance of my accounts, or for PenFed products and services.Our records indicate the loan application was withdrawn on September 26, 2015, and the membership was closed on October 28, 2015.I understand you would like PenFed to remove the inquiry from your reportIt is our policy that all reportable information is submitted to the consumer credit reporting agenciesWe believe the integrity of the information obtained through these agencies is reliant on financial institutions reporting full and accurate informationBased on the consent provided during the application process, we are not able to request removal of the inquiry on your credit report.I hope my response has shed some light on the circumstances of the inquiryWe continue our affiliation with ***, and I encourage you to keep us in mind should you need a loan or other financial services in the futureSincerely,Senior Vice President, Operations

Dear [redacted] ***,I am writing in response to your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membershipThough you submitted the complaint on August 4, 2017, due to a communication issue, we were not aware of it until October 23, Please accept my apology for our delayed response I regret the difficulties you encountered with the establishment of your membershipDue to provisions in the U.SPatriot Act, we must verify the identity of any person opening an accountIf we are not able to do so or there is conflicting information, we require additional notarized identity documentation.Thank you for promptly providing the documents we requestedI apologize for the miscommunication with the information needed Unfortunately, we were unable to validate the documents you emailed to us on August 1, Since we are unable to verify the documents, per regulation, we are not able to complete your membership These requirements apply to all individuals opening a new membership with PenFed.To qualify for membership with PenFed, you elected to join [redacted] and paid their $membership feeThe membership application submitted through the PenFed website completed your memberships for both Voices and PenFedYour $deposit to your PenFed share account was also made at that timeThe application stipulates that the portion of the credit card charge to pay the Voices membership dues is non-refundableThe dues are paid directly to [redacted] and PenFed does not profit in any way from this fee.Your $deposit to your PenFed Share account was mailed to you on November 1, 2017, and your membership closedThough we are late providing it to you, I hope my response addresses your concerns and provides some insight on our policies Sincerely, PenFed Financial Intelligence

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:No matter what the VP stated in that letter, $was taken out of my account and given to me as cash as a check at the local branch on the day of questioning as my own moneyThen another thousand dollars of my own money was put on holdThere is no record of any Share loan application on file for me, not even on line, which all banks make available for their customers to see at any given time, especially it is a Promissory NoteI even selected the "tab" on line to review all documents, it doesn't even show any Share Loan documents available for me, I find that to be very suspicious and when I called in to complain again, the Representative stated to me, that maybe the paper work hasn't been filed yet, this was three weeks after this so called Share Loan was made to me, again in the form of a check as my own money" Go figure!" Of course any financial institution will not and cannot admit that they took a thousand dollars of a customer's moneyI am not making this up and the fact that I withdrew other monies has nothing to do with what I originally had my account at the time that I visited the local branch to cash a check that was given to me onsite that was technically my own moneyI want my thousand dollars back, period! I have not deposited any monies in that account since because of this indiscretion, and as soon as I receive my refund of $dollars, I will completely close out the account and be done with PenFedMaybe someone need to investigate and talk to other customers about this so called Shared Loan process, which to me, totally takes advantage of customers who are denied a checking account based on credit issues, which at times are do to unfortunate or unforeseen circumstances such as myself, which was due a job lossI joined PenFed because I thought it would offer the best service to me as a Veteran, and based on my experience so far, I am outragedPlease return my money, $dollars either via deposit or a check and only then, I will be satisfied [redacted] Regards, [redacted]

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) auto loan account was received in my office on December 28, I appreciate having the opportunity to address your concerns Thank you for choosing to finance your June vehicle purchase with PenFedWe received the title associated with your new auto loan on July 10, 2015; however, it did not list PenFed as lienholderAn application for lien placement was promptly sent to you on July 13, PenFed faces greater financial risk and expense should a borrower default on a loan if the title for the collateral securing the loan has not been received and PenFed is not recorded as the lien holderTherefore, we initiated a policy that allows us to compensate for this risk factor and increased repossession expenses by imposing a higher interest rate on these loansWe allow at least days for a member or dealership to provide the title with the correct lien holderWe feel this is sufficient time for the local government agencies to process the necessary paperworkReminder letters to provide us with the title were sent to you on three more occasions While your loan was initially disbursed with a 0.99% APR, on November 17, the rate was increased to 14% due to non-receipt of a perfected titleThe promissory note you signed states in part: I agree to apply for and provide you with a Certificate of Title or any other document constituting proof of ownership of the collateral and your interest in itI further agree to furnish you with such information and execute and deliver such documents and take any and all action necessary and appropriate to establish, perfect and maintain your valid and prior security interest and lien in the collateralIF I FAIL TO TAKE THE ACTIONS I HAVE AGREED TO IN THIS SECTION WITHIN DAYS OF THE DATE OF THE LOAN, I SHALL BE IN DEFAULT AND IN ADDITION TO THE REMEDIES OTHERWISE AVAILABLE TO YOU, I AGREE THAT YOU MAY, AT YOUR OPTION, INCREASE THE ANNUAL PERCENTAGE RATE I PAY ON THE LOAN TO THE HIGHEST RATE THEN IN EFFECT ON YOUR CLOSED END UNSECURED LOANS I understand we received the needed lien-placement application on December 2, PenFed then worked directly with the New Jersey Department of Motor Vehicles to obtain the title for your vehicleThe perfected title was received on December 24, 2015, and the rate on your auto loan was restored to 0.99% APR, effective to November 17, The reversal of the interest rate ensures you were charged interest at the 0.99% rate between November 17th and December 24thA letter confirming this action was sent to your address of record the following business day I hope my response provides clarity on our position, and addresses your concerns on this matter Sincerely, James *K [redacted] Senior Vice President, Operations

Dear Mr [redacted] , Your complaint filed with the Revdex.com was received in my office on June 15, I appreciate having this opportunity to address your concerns First, I’d like to assure you that PenFed follows the dispute guidelines and regulations set forth by [redacted] when handling all [redacted] card disputes as required by Section of [redacted] Core Rules and [redacted] Product and Service RulesYou may view the full regulations at the following link: [redacted] According to Section of the regulations referenced above, merchants are required to provide proper disclosure of their cancellation policiesDuring our investigation we found the merchant, [redacted] ***, was not able to successfully demonstrate that proper advisement was given of their refund/cancellation policyAs such, the dispute was resolved in the cardholder’s favorA chargeback was processed on March 27, in an effort to recover the remaining $ You mention in your correspondence that the cardholder agreed to a cancellation fee of $300; however, the cardholder did not corroborate this and a second dispute of a $charge from [redacted] was processed on April 2, which was also honored As mentioned, as a [redacted] card issuer, we are required to follow [redacted] guidelines when handling all disputes and we have done so in this caseAs such, we are unable to reverse the chargeback Sincerely, John [redacted] Senior Vice President, Card Services