Astro

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership was received in my office on February 1, I appreciate having the opportunity to address your concerns Based on provisions in the U.S Patriot Act, PenFed must verify the identity of all potential membersTo accomplish this, we compare the information provided in the membership application with that contained in a consumer credit reportIf we are not able to obtain a credit report or there is conflicting information, we require additional documentationWhen we are not able to review the documents in person, they must be notarized, color copies In the case of your membership application submitted on January 28, 2016, we were unable to verify your identity and addressYour membership was suspended until full identity verification could be completed Credit unions differ from other banking institutions in that an individual must be a member of the credit union to take advantage of its products and servicesEvery credit union has a field of membership and those individuals who fall within it are eligible for membershipMembers of some defense-related organizations are eligible for PenFed membership, including the [redacted] During your online application process, you elected to join [redacted] and paid their $membership feeYour $deposit to your PenFed share account was also made at that time As you elected to not complete the membership process, we reimbursed you for the Voices’ duesA check for $was mailed to your address on file on February 9, I regret you were discouraged by the identity verification requirements for opening a new membership and wish you the best in your future banking experiences Sincerely, Christopher *M [redacted] Senior Vice President, Operations

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on August 30, I appreciate having the opportunity to address your concernsI regret we were not able to approve a decrease to the rate on your PenFed [redacted] accountPenFed must adhere to the Fair Credit Reporting Act and cannot offer you a rate that is outside our lending guidelinesAs our credit card rates are based on the applicant’s credit score, we must pull a new consumer credit report prior to considering a rate adjustmentYou agreed to the consumer credit report inquiry during the application; therefore, I am not able to remove it from your credit report Repayment history with PenFed is not the only factor used in our determination of credit card ratesWhile it certainly contributes, repayment history with other creditors and utilization of existing lines of credit are some of the other factors that affect a credit scoreRegrettably, based on our current lending guidelines, your score did not meet the requirements to reduce your rateThe account will remain at the current 16.99% rateWhile I realize this is not the outcome you wanted, I hope this information is helpful in understanding our decisionSincerely, Sumeet B [redacted] Senior Vice President/Chief Credit Risk Officer

Your rejection of our response filed with the Revdex.com (Revdex.com) regarding your Pentagon Federal Credit Union (PenFed) membership was received in my office on February 22, I appreciate the opportunity to follow up with you I was pleased to hear you were able to obtain a refund of $from your credit card companyWe received confirmation from your credit card issuer of the refund to your credit card account We placed a stop payment on the PenFed check issued to you, in anticipation of your receipt of the funds by other meansPlease do not cash the check, and it may be destroyed Thank you for considering membership with PenFed Sincerely, Senior Vice President, Operations

Thank you for contacting PenFed Credit UnionWe are not able to reply to this concern, as it is not submitted by our memberDue to strict privacy regulations, non-account owners cannot be provided with information about member accounts

Dear [redacted] , Thank you for following up with us about your PenFed Auto Loan We received notification that proof of your insurance coverage for the time period of August 21, through November 4, was received and verified on November 28, Thank you for providing this additional information With the verification of the coverage over the entire loan period, the Collateral Protection Insurance premium will not be added to your loan balance We hope this matter is now fully resolvedPlease feel welcome to call us at ###-###-#### if you have further questions or concerns Sincerely, Christopher *M [redacted] Vice President, Consumer Underwriting & Processing

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan account was received on March 14, I appreciate having the opportunity to address your concerns I understand your concern regarding the potential addition of Collateral Protection Insurance (CPI) to your vehicle financed with PenFedAs noted on the loan documents you received when your loan was disbursed in 2015, we require proof of comprehensive and collision coverage with a $deductible and PenFed listed as the lienholder on the policyIf we do not receive this proof, we may purchase limited comprehensive and collision insurance at your expense In March of we received a cancellation notice from Nationwide Insurance for your vehicleWe mailed notices to you on April 26, and May 24, asking for updated insurance informationOn March 14, we received proof of your new coverage through [redacted] that took effect on January 23, We were still in need of your insurance information for In our March 14, phone conversation with you, we offered to call your insurance company to confirm coverage dates; however, you did not wish to take this step As a one-time courtesy based on the status of your Auto Loan during the period of the insurance lapse, we waived the requirement for proof of insurance for We placed this waiver prior to the addition of the CPI policy to your loan I hope our waiver is helpful for you and that this response clarifies your responsibility for maintaining adequate insurance on your vehicle during the life of your loan Thank you for allowing PenFed to assist you with your auto financing needs Sincerely, Vice President, Consumer Underwriting

Dear [redacted] ***,Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on March 15, I appreciate having the opportunity to address your concerns.We carefully reviewed your February 27, payment to your *** account and determined the finance charge accrual was accurateYour February 2, ending statement balance included only the finance charges accrued through that dateYou paid the statement balance on February 27, 2017; however, there were finance charges for the period of February through February 27, that your payment did not coverThose finance charges accrued as a result of the cash advances you had taken, and not from purchasesThere is no grace period for cash advances as there are for purchasesTherefore, you received a statement in March for these charges.As a result of your phone call on March 6, 2017, and as a courtesy to you as a longstanding member, we agreed to reverse the $finance chargeI apologize for the delayed processing of the refundIt was completed on March 15, You will see the credit on your April statement.I hope with this matter now behind us, you will again feel confident using your PenFed [redacted] cardThank you for choosing to carry the PenFed Promise [redacted] card in your wallet We look forward to serving you for many more years.Sincerely,Senior Vice PresidentPayment Products and Services

Revdex.com:While I accept the business response, they are once again incorrectI was told by multiple representatives that buying from private party was not a problemI called and asked before even making the dealI'm sure it's reflected in my file the numerous phone calls which is why they are attempting to fix the problemHowever, I have since secured a 3.1% rate with another bank on the same vehicle and closed the deal weeks agoI will not be utilizing the loan offered by Penfed any longer and do not wish to pursue any future business with them after this poor business practice and will tell others to not pursue preapprovals with them until their system is updated 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]

I am writing in response to your complaint filed with the Revdex.com regarding a Pentagon Federal Credit Union (PenFed) application for creditThough you submitted the complaint on September 19, 2017, due to a communication issue, we were not aware of it until October 23, Please accept my apology for our delayed responseWe are disappointed to hear of your experience, and would like the opportunity to discuss your application and concerns in greater detailMr, Operations Manager, has been attempting to reach youHe is looking forward to speaking with you, and I encourage you to return his call at hank you for being a member of the PenFed communityWe value every opportunity to assist you with your financial needsSincerely,Vice PresidentConsumer Underwriting & Processing

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) checking account was received on May 17, I appreciate having the opportunity to address your concerns We have carefully reviewed your bill pay transactionsAs you note, you scheduled a $payment to [redacted] on April 1, On April 4, 2017, a second $payment was requestedYou state you attempted to cancel the April 1st transaction; however, because the payment had already been transmitted to ***, stop payment was no longer possibleIt appears instead another payment was requestedOn April 6th, a $ [redacted] payment was requested and processed All three payments were sent electronically to ***The PenFed bill pay service makes these payments on your behalf, and then debits your PenFed checking account on your scheduled payment dateWe are not able to reject their debits, which resulted in the overdrawn balance on your checking account on April 13, I hope you received the letter of explanation we mailed to you on that date I regret [redacted] will not refund your overpaymentI understand you spoke with [redacted] and she provided you with a letter of explanation for ***It is hoped this letter will help you in obtaining a refund from them [redacted] is also willing to coordinate a conference between you, ***, and PenFedPlease feel free to contact her at [redacted] ***, if you would like to make the call We would very much like to assist you to the extent we canWe value your membership, and every opportunity to serve youI hope you will take advantage of our offer to speak with you and [redacted] to try to resolve this matter Sincerely, Jim K [redacted] Senior Vice President, Operations

[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]

Dear [redacted] Your complaint filed with the Revdex.com regarding your PenFed Premium Travel Rewards [redacted] account was received in my office on September 21, I appreciate having the opportunity to address your concerns I understand your questioning of the September 8, $charge from [redacted] Please be assured your [redacted] account was closed as requested on May 26, Our examination of your [redacted] account revealed [redacted] had your authorization to submit a recurring charge to the accountConsent to the charges was provided prior to the account closure, and therefore the charges on May 12, and July 10, were authorizedPenFed is required to accept pre-approved, recurring charges regardless of the closed account status [redacted] , and [redacted] requires cardholders to cancel recurring charges directly with the merchant Section of the Cardholder Agreement for the PenFed Premium Travel Rewards [redacted] card states in part: ACCOUNT CLOSUREYou or anyone jointly liable for the Account may terminate the Account at any time by notifying us orally or in writingHowever, this will not relieve you or any of the other joint owners from liability for the repayment of any obligations arising from the use of the Account You may view the full Cardholder Agreement by accessing the following link: [redacted] If you provide a merchant with your account information and you disagree with a charge they present, you must contact and inform them of your revoked consent to process recurring billings to your accountIf you do not receive assistance from the merchant, you may submit a dispute with usIf there is a need to dispute this charge due to lack of cooperation from the merchant, please contact us at [redacted] to begin the dispute process I hope this information is helpful in providing you the steps necessary to resolve this issueWe value every opportunity to assist you with your financial needs and would welcome an opportunity to re-open your [redacted] credit card account Sincerely, John K [redacted] Senior Vice President, Card Services

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Power Cash Rewards [redacted] account was received on February 8, I appreciate having the opportunity to address your concerns I would first like to thank you for choosing a PenFed credit cardWe know you have many choices with the financial and credit card marketsWe are very proud to offer the Power Cash Rewards ***, and feel it provides rich value to our members As a service-oriented institution, we strive to provide the best programs and services possible to our membersWhether by phone or email, our representatives are dedicated to providing you with the highest quality assistance when you reach out to usThe challenges you faced regarding the posting of your rewards and access to them should have been resolved the first time you contacted us, and I am sorry we let you downYour experience was shared with our management teams so we can implement additional training and procedural changes as needed to prevent occurrences of this nature in the future I appreciate you willingness to speak to a Supervisor with Research and Online Services on February 9, I understand he assisted with restoring your access to PenFed Online, and informed you that the cash rewards you earned since the December account opening would be retroactively posted, as well as the $spending bonusAdditionally, you should now have access to the Rewards Redemption siteI hope the actions taken to resolve these issues meet with your satisfaction Thank you for carrying a PenFed credit card in your walletWe value every opportunity to assist you with your financial needs Sincerely, Senior Vice President, Payment Products and ServicesTell us why here

Thank you for making us aware of your wife’s experience with her PenFed Credit Union As you are not a party on this matter, we are not able to provide you with specific information about itWe mailed a full response to your wife on March 5, I extend my most sincere apology to you and your wife for our service failureThe interactions with us that you describe are not at all reflective of our service expectationsOur success depends on your satisfactionI appreciate knowing of your displeasureWe cannot improve without knowing where our weaknesses lieSincerely, Senior Vice President, Operations

[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: The information that was provided was incorrect when stated in this letter, The senior officer stated my final deal was $per month which in fact the deal was done at for months, the terms you stated is what was preciously offered to me but after checking the calculations with the apr and terms based on the apr and the terms that payments were to highAfter I brought that to the rep's attention he went back and changed it to $per month for months and that's what was signed on the contractConcerning the visit to the branch I never stated I was rushed out your branch I stated your reps were looking at me weird the whole time and they were treating me as if I should not be there and the attitude of how did I get approve for a loan thereAs far as the credit card goes I was told that I would in fact get approved for the card based on my credit score and my credit reportThen after I was lied to about that credit card I was told by a rep on the phone and the banker in person I could get the overdraft account which would turn into a installment loan and that would show the bank a paying history with them and I could then re apply for the credit cardI had to leave the bank go downstairs and withdraw the money from my account to open the new account with your bankTwo weeks after I did that I received a letter stating that that account could not be open and I was lied to yet againWhen I had first applied I asked foe them not pull my credit more than the time they told me about, after this ordeal I saw where there was hard inquires and I was only told about oneI just would like to be treated such as any other customer and I honestly don't feel like I have!!! Regards, [redacted]

[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]

[redacted] Your complaint filed with the RevDex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan was received on August 8, 2017. I appreciate having the opportunity to address your concerns. I understand your concern regarding the increase to your... Auto Loan rate. PenFed faces greater financial risk and expense should a borrower default on a loan if the title for the collateral has not been received, and PenFed is not recorded as the lien holder. Therefore, we initiated a policy that allows us to compensate for this risk factor by imposing a higher interest rate on these loans. This information is included in the loan documents provided to you. We carefully reviewed the documents we received, and our communication with you about the title for your car. While we received several lien releases from your prior lender, we have never received the title. On February 17, 2017 and March 30, 2017 we sent the lien release to you so you could go to the Department of Motor Vehicles (DMV), switch the title from Kansas to Washington and place our lien. We are not able to place a lien with just the lien release. The title is also required. I understand your prior lender is sending another lien release. When you receive it, please take it to your local DMV and request their assistance in obtaining a duplicate title and placing our lien. Though your interest rate was scheduled to increase in February, we have granted extensions since that time. We are not able to offer another rate increase waiver as it has now been 11 months since your loan was disbursed. However, when we receive the title with our lien, we will reduce your rate again effective to the date it was increased. I hope this information is helpful for you in understanding the actions you need to take to complete the title process for your Auto Loan. We appreciate that you chose PenFed for your loan financing, and hope to have this matter resolved soon. Sincerely, Jim K [redacted]

I understand that my prior response to your Revdex.com complaint did not address all your concerns,In summary, there were a couple of factors that contributed to the problems with your Auto Loan repayment, First, when the monthly amount due was split into two payments, and the second payment was not always arriving by the due dateThe other issue was Quit application of your May 4, payment between two loans, rather than just your Auto LoanI am Sorry these issues resulted in complications related to your loan statusWe have confirmed there are no late payments reported on your consumer credit report for either of your Per Fed loans, If you have a copy of a current credit report that shows otherwise, please provide it to us, and we will submit a request to update the account information, You can provide the copy to us by fax to ###-###-#### or mail to;PenFed Credit Union Attn: Credit Bureau Corrections PO Box [redacted] Alexandria, VA [redacted] I hope our communication on these matters has helped to ease some of your dissatisfaction, We are committed to providing you with best-in-class Service.Sincerely,Jim K [redacted]

Dear [redacted] ***, I regret our first response to your Revdex.com complaint did not fully address your concerns Thank you for taking the time to provide your bank statement copies for our review of your credit applicationsBank statements can be used to verify assets; however, they are not sufficient to document incomePenFed’s lending guidelines for consumer loans are income basedI regret we cannot use your statements to verify the $15,additional gross monthly income you listed on your applicationsPlease send us your last two years of federal tax returns at your earliest convenience I am very sorry to hear you were impacted by Hurricane IrmaI hope you are well on the road to recovering from its damage Sincerely, Christopher *M [redacted] Vice President, Consumer Underwriting Tell us why here

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan was received on April 24, We appreciate having the opportunity to address your concernsWe apologize for the misunderstanding about the auto insurance coverage requirements for vehicles financed by PenFedOur policy is to cap deductibles at $1,000; deductibles for $1,or less are acceptableWe regret we did not make this clear to you prior to the changes being made to your insurance policyThank you for providing us with copies of your repair bills and insurance documentsWe credited your PenFed Share account for $1,on April 28, to reimburse you for the deductible amount applied to your repairsWe understand you have since made adjustments to your insurance policy to reduce the deductiblesWe hope this matter is now resolved to your full satisfactionWe appreciate that you made us aware of this issue so we can ensure we more effectively communicate this information to our membersOur goal is to help our members do betterTo realize this, we must examine how we can do betterThank you for choosing to finance your vehicle with PenFedWe look forward to serving all your financial needs for many years to comeSincerely,Senior Vice President, Service Center Operations