Astro

[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 did call PenFed from the Car dealership and was told the rate will be the same! So I was misinformed - again! Regards, [redacted]

[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: [redacted] I am rejecting this response because: While I understand the admittance to some of the things Pen Fed has said , but it comes across as Pen Fed did me a favors by giving me the 3 missed payment's . I would have no [0] missed payments if Pen Fed had not made this mistake . Last but not least , what about touching on the point about my credit score .. That was destroyed ??? Regards, [redacted]

Dear [redacted] , Your complaint filed with the Revdex.com regarding your PenFed Credit Union Platinum Rewards [redacted] Signature account was received in my office on September 14, I appreciate having the opportunity to address your concerns I am pleased you chose to apply for the PenFed Platinum Rewards [redacted] Signature, one of our leading credit card products, where you earn five points on gas purchases paid at the pump, three points on supermarket purchases, and one point on all other purchasesWe have not offered bonus points for new accounts on this product this yearHowever, we have had an ongoing promotional bonus point offer on the PenFed Premium Travel Rewards [redacted] CardThe travel rewards card offers five points on airfare purchased, one point on all other purchases, and 20,bonus points when you spend $2,within the first three months of opening the account If your intent was to apply for the PenFed Premium Travel Rewards [redacted] account instead, we would be pleased to close your [redacted] and open an [redacted] account and provide the 20,bonus points on the new accountThe switch will also convert your current points to the equivalent that would have been earned with the travel rewards programThis would adjust your current points from 14,to 14,on the [redacted] accountIf you are interested in accepting our offer, please contact a Member Service Representative at ###-###-####This line is answered Monday through Friday from 7:AM to 11:PM Eastern Time, Saturday from 8:AM to 11:PM Eastern Time, and Sunday from 9:AM to 5:PM Eastern Time To your second point, we experienced a system outage that temporarily prevented rewards points from appearing on some cardholders’ accountsA fix was implemented and, as of September 10, 2015, you should have been able to see all points earned to date on your account I understand the inconvenience and concern caused due to this issue and apologize that you were impactedI assure you we are evaluating every step of these processes to prevent such an occurrence in the future I hope this clarification is helpfulI am certain we will earn your trust and grow to become your preferred financial institutionThank you for choosing PenFed as your new financial institution and for carrying our Platinum Rewards [redacted] Signature credit card in your wallet Sincerely, Senior Vice President, Card Services PenFed Credit Union

Dear *** ***,
This letter is in response to your complaint filed with the Consumer Financial Protection Bureau (CFPB) and the Revdex.com (Revdex.com)They were forwarded to Pentagon Federal Credit Union (PenFed) on May 18, A copy of this response will be provided to the
CFPB and Revdex.com
I regret you were not aware of the title documents we require for your vehicle financed with PenFedWe attempt to make our communication and the title instructions provided with the loan documents as clear as possible
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 holderTherefore, we initiated a policy that allows us to compensate for this risk factor by imposing a higher interest rate on these loans if the perfected title is not received within daysThis is disclosed in your loan promissory note
To perfect a title, we must have the original document showing PenFed as the lien holderOn
May 4, a copy of the Illinois title for your vehicle was received showing you as the registered owner and *** as the lien holderAt the time of our May 5, email to you, we did not realize we had not received the original tileI apologize for the confusion this created
As our title requirements were not met, the rate on your loan increased on May 9, The rate increase was reversed on May 19, and a 60-day waiver placed on further rate increases to allow additional time to complete the lien-placement process
Please take one of the following actions to prevent a future rate increase:
Take your original title to your local Department of Motor Vehicles and have PenFed listed as the lien holderThen mail the original title to PenFed at:
PenFed
Attn: Collateral Control
P.OBox ***
Springfield, OR ***
Mail your existing original title to PenFed at the above address, and we will then send you a lien-placement applicationWhen the completed application is received from you, we will send it to the DMV for lien placement
Our Collateral Control Department is available to assist you with your questionsPlease feel free to contact us at ###-###-####This line is answered Monday through Friday from 7:a.mto 11:p.mEastern Time, Saturday from 8:a.mto 11:p.mEastern Time, and Sunday from 9:a.mto 5:p.mEastern Time
We appreciate that you chose PenFed for the financing of your vehicle and look forward to finalizing the title documents
Sincerely,
Senior Vice President, Operations
PenFed Credit Union

Dear *** ***,This letter is in response to your complaints filed with the Consumer Financial Protection Bureau (CFPB) and the Revdex.com (Revdex.com)They were both forwarded to Pentagon Federal Credit Union (PenFed) on November 29, We will provide a copy of this
response to the CFPB and the Revdex.com.I would first like to thank you for paying off your Used Auto Loan ending in 81-in full on November 20, I completely understand your concern with the $DMV fee assessed on the same dateThe terms outlined in your Promissory Note state the following:I further agree to furnish you with such information and execute and deliver such documents and take any action necessary and appropriate to establish, perfect and maintain your valid and prior security interest and lien in the collateralI will be responsible for the cost of recordation. PenFed partners with a third-party administrator to handle title processing, including DMV lien recordingThe $fee paid by the administrator is comprised of several smaller fees which were remitted for the lien placement on the Wisconsin title when your loan was originally disbursed on November 27, The administrator includes the fee as part of their overall charges to us, and it is assessed when the loan is paid in fullPlease access the following link found on the Wisconsin DMV website for a breakdown of the $fee: http://wisconsindot.gov/Pages/dmv/vehicles/title-plates/titles.aspx I was disappointed to hear we were unable to fully resolve your concerns, and effectively answer your questions about this fee during your previous contact with usThis does not represent the best-in-class member experience you deserve as a valued PenFed memberI was informed the fee has already been refunded, and I hope my explanation has addressed your concerns on this matterI appreciate the trust you have placed in PenFed to assist you with your financial needsWe look forward to continuing to serve you for years to come. Sincerely, Christopher *M*** Vice President Consumer Underwriting & Processing

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: Pen Fed did not explain their pre-qualification process and document if it was indeed followed I believe that the Loan Officer in question, Neil C*** did not properly follow his companies guidelines when issuing a pre-qualification letter to the borrower The mortgage loan officer should have asked the borrower what was on line (total income) and what what was on line (adjusted gross income) of her tax return Had these questions been asked up front then the letter never should have been issued to the borrower and they never should have been allowed to submit a contract As a member of Pen Fed myself, I am appalled that they do business this way Based on Neil's letter we accepted the contract offer over another offer, by the time they turned the loan down two weeks letter the other buyer had bought another property The Loan Officer was reckless in his actions, those reckless actions caused me to lose a significant amount of money I would like to know what the process and guidelines are for Pen Fed to issue a pre-qualification letter, did they document that those guidelines were followed, has a Compliance Officer listened to a recorded conversation of the call to determine if the guidelines were followed and if Pen Fed followed its own Underwriting guidelines when the declined the loan Additionally, if the borrower lied on her loan application, did Pen Fed turn the file over to the proper authorities to determine if a crime had been committed by lying on a loan application
Regards,
*** ***

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

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) *** account was received on July 25, I appreciate having the opportunity to address your concerns.We appreciate your timely payments and good management of your PenFed *** accountYou
are correct that the terms of this account changed in At that time we mailed a notice to you outlining the changes, including the new $annual feeYour account was first charged the fee in We included reminders of the annual fee on your July and July statements.I regret the August fee led to a 30-day late reporting for the accountGiven the circumstances of your situation, we submitted a request to the remove the delinquency from your and the other account owner’s consumer credit reportsPlease allow up to days for this change to appear on your report.I hope our actions have fully resolved this matterThank you for choosing PenFed for your credit card needsWe value every opportunity to assist you.Sincerely,Senior Vice President,Payment Products and ServicesTell us why here

Dear *** ***,
Thank you for contacting me regarding your recent mortgage application with PenFed Credit UnionThis is in response to both your letter to me, and to your complaint filed with the Revdex.comI appreciate having the opportunity to address your
concerns
Please accept my apology for the difficulty you encountered in communicating with your Processor about your March 29, mortgage applicationFrequent, timely contact during mortgage processing is vital to the completion of your requestI am sorry this was not the case in your situation, and I can understand your dissatisfactionI can assure you this is not representative of the service and efficiency we wish to provide our membersPlease accept my apology for both the quality and for the frequency of our contact
The Manager of Mortgage Resolutions attempted to reach you on February 2, in the hopes of discussing the issues surrounding your applicationAlthough she was unable to reach you, she mailed a copy of the April 24th appraisal to your address of recordPlease accept this documentation as evidence of services ordered, and feel free to return her call with any additional concerns
After careful consideration, management agreed to waive the fees associated with the applicationOn February 11, a credit of $was issued to your credit card issuerI hope this refund is just the first step in restoring your confidence in us
I am grateful for your interest in our real estate products, and value your membership with PenFedI am sorry your membership has had an inauspicious start, and hope we will gain your trust and grow to become your preferred financial institution
Sincerely,
President/CEO

Dear Specialist ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) PenFed Platinum Rewards *** Signature account was received in my office on June 23, I appreciate having the opportunity to address your concernsI was sorry to
hear of the issues surrounding your May 13, credit card balance transfers to *** in the amount of $2,900, and to *** in the amount of $2,960, and regret the delay in processing these requestsI know processing balance transfers is typically time sensitive for our membersThank you for verbally supplying the transfer information againI understand your decision to cancel these requests due to the delay in processingWe were successful in cancelling the $2,balance transfer to ***, and your account was credited with both the transfer amount and the associated $balance transfer fee on June 14, This activity will be visible on your next statementWe were unable to cancel the second $2,balance transfer intended for *** as the check was presented for paymentI was informed you spoke with the director of service center operations on June 24, and confirmed $2,posted to your *** accountAlthough this balance transfer was not expediently processed in the manner you expected, I hope the 0% promotional rate for the next months is of benefit to you Please accept my sincerest apology for the error in handling your requestsWe recognize the processing and assistance our representatives provide directly impacts you; therefore, accuracy is of the utmost importanceThe details of your situation were shared with all levels of management so we can implement additional training and procedural changes as neededOur goal is to help our members do betterTo realize this, we must examine how we can do betterThank you for carrying the PenFed Platinum Rewards *** Signature card in your walletI hope my response is the start of rebuilding your trust in our ability to meet your financial needs and treat you as a valued memberSincerely, John K*** Senior Vice President, Card Services

This letter is in response to your complaints filed with the Consumer Financial Protection Bureau (CFPB) and Revdex.com, They were forwarded to Pentagon Federal Credit Union (Penfed) on April 10, We will provide a copy of this response to the CFPB and BBE.I understand your concern
regarding the transfer of the funds in your PenFed Share account to the Comptroller of MarylandThey were not sent to your previous addressWe Would prefer to keep our members' funds in their PenFed accounts; however, we are required to adhere to escheat laws, These laws determine how long a financial institution can hold funds in an account when the account holder has not initiated activityAfter receiving your initial deposit on February 18, 2013, there was no further activity on your Share account.The importance of maintaining an active account is explained in our Membership Disclosure, This disclosure also explains your responsibility to keep us informed of your current address, When ar; inactive account is identified, we mail notices to the account holder days and days prior to the transfer, I regret you did not receive our notices on June 7, and August 1, 2016, and were not aware your account had become dormant.Enclosed is a copy of your final October statement showing the $withdrawalI understand you spoke with PenFed representatives on April 10, 2017, and they explained how you can reclaim your fundsI encourage you to contact the Comptroller of Maryland to reclaim your funds

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) checking and loan accounts was received in my office on December 30, I appreciate having the opportunity to address your concerns.I understand your dismay with our closure of your
checking account on October 24, due to the account being overdrawn for days, and regret you did not receive our letter mailed to you on that same dateAs a member-owned financial organization, it is important we protect the credit union from lossesTherefore, when an account is overdrawn for an extended period, we will close it to prevent further losses.I apologize that you were not properly informed when you called us about our handling of your direct depositIf a direct deposit presents to a closed account, we always redirect it to the member’s open Share accountYour direct deposit was credited to your Share account on October 31, I certainly understand your worry about the deposit, and regret our representative did not allay your concerns.The payments you scheduled through the PenFed Access Bill Pay system were processed as you had requestedYour checking account is not debited for these payments prior to the payment date you scheduledSubsequent to the closure of your checking account, there were five payments scheduled to be paid on November and 3, Three of these were paid, and two were returned due to the closed checking accountWe credited your PenFed Share account for $for the two returned item fees you incurred due to the rejected payments to Wells Fargo and Dominion PowerIn a phone conversation with us, you also mentioned a fee from the IRS for a rejected paymentThis recurring payment was not made through the PenFed bill pay system, and presented on November 3, As it was not initiated by PenFed, we did not approve reimbursement for IRS fee.We received your emails regarding your checking account on October 29, and replied on October 31, We also attempted to call you but unfortunately did not reach you.We reviewed the payments to your PenFed auto loan by your insurance company and the Guaranteed Asset Protection plan (GAP) you purchased through PenFedWe received a faxed copy of the settlement statement from your insurance company on October 6, 2016, and their payment was received on October 13, It was at this point that we could submit your GAP claimI apologize for our delay in not submitting the claim until October 21, As the insurance payment had been received, no payment was due from you in November.The GAP payment was received on November 4, paying the loan in full, and resulting in a partial refund to you of your October 3, loan paymentI regret you were given differing information about the processing of your GAP claim.I hope my response provides additional details that help in understanding our handling of your PenFed accountsI regret you are dissatisfied with PenFed, and hope you will allow us the opportunity to regain your trust

Dear *** ***
*
Your complaint filed with the Revdex.com regarding your PenFed Credit Union Visa Platinum Cash Rewards account was received in my office on October 10, I appreciate having the opportunity to address your concerns
I was very sorry to hear of the
confusion surrounding your balance transfers conducted on August 25, and August 29, on your Platinum Cash Rewards *** account, and the assessed 3% balance transfer feeI appreciate your desire to maximize the benefit from these transfers
PenFed has offered different balance transfer promotions and fee structures over the years, and at times adjusted them to remain competitive in the market, while maintaining the strength of the credit unionIn April 2015, we made the decision to remove the $cap on the balance transfer feeA Change in Terms notice for the Platinum Cash Rewards *** account was sent to your address of record at that time explaining this change would take effect on June 1,
PenFed Member Service Representatives are trained to disclose the balance transfer fee when providing assistance over the phoneI regret any misunderstanding there may have been during your August 25th call
Your request received on September 24, in regard to this issue was reviewed by managementUpon further review, we are providing a refund of $675, equivalent to half of the balance transfer fees you incurred with your two transfers to PenFedYour Platinum Cash Rewards *** account will be credited with $by or before October 30,
I hope the 0% balance transfer rate and our offer to reduce the balance transfer fee(s) to $is beneficial for youThank you for being a PenFed member for over years, and a long-time, committed cardholderYour loyalty has not gone unnoticed
We hope you will continue to enjoy the benefits of your PenFed Platinum Cash Rewards *** card
Sincerely,
John K***
SrVice President, Card Services

Your rejection of our February 13, response to your complaint filed with the Revdex.com (Revdex.com) regarding your Pentagon Federal Credit Union (PenFed) membership was received on February 21, I appreciate the opportunity to follow up with you I am sorry for the continued troubles you encountered with obtaining your statements We are happy to send you a complete history of statements beginning with your final April *** FCU statement, through your final February PenFed statementThe February statement confirms your membership closure on February 12, They were mailed to you on February 26, We wish you the best in your future financial endeavors Sincerely, Senior Vice President, Operations

Your rejection of our response to your October 30, Revdex.com complaint regarding your Pentagon Federal Credit Union (PenFed) auto loan was received on November 10, I appreciate having the opportunity to correspond with you againI completely understand your desire for the lowest possible rate on your loan, and regret you were misinformed about the rate on your PenFed auto loan while at the dealershipPenFed offers different rates for new and used auto loansThe cover letter which accompanied the September 5, pre-approval drafts states the following in part: If you select a used vehicle, please contact PenFed for the NADA value and be advised the APR will be the current used vehicle rate in effect at the time of disbursalAdditionally, there is a notice on the draft which states: **NOTICE Limited to lesser of amount shown or 110% of MSRP/ NADA including tax, tags, title & warrantyNo Commercial vehiclesPenFed policies for rate, term, collateral and amount applyBy completing and returning the pre-approved draft with collateral information for a used vehicle, you agreed to PenFed policies for that vehicleI was pleased we were able to offer the lowest possible used auto loan rate of 3.49%I hope this additional information clarifies our position on this matterWe value every opportunity to serve youSincerely, Vice President, Consumer Underwriting & Processing

Dear *** ***,
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) VA mortgage application was received in my office on May 17, I appreciate having the opportunity to address your concerns
I was disappointed to learn
your mortgage application was not processed to your satisfaction and has created a hardship for your familyPlease accept my sincere apology, and know your experience was shared with all levels of mortgage management
The establishment of a mortgage loan file requires the efforts of several staff membersThe flow of your file through the initial stages of registration and evaluation, and then onto a processor for completion of third party services, and document collection and evaluation should be smooth and without delaysI regret the difficulty you encountered as your file moved forward
In addition, the processing of a VA purchase mortgage application can be complex and frustrating as we closely follow VA guidelinesClear, frequent communication from your processor is essential to the understanding and timely completion of this process, and I am sorry this was not the case in your situation
Your mortgage loan is now approved and the closing sequence is underwayI am pleased to advise you we will waive the application and appraisal feesWe will further reimburse you for your hotel room charge from May 20, until closingOur mortgage staff will be in contact with you after closing to obtain your hotel receipts and arrange for reimbursement
Though I wish your experience had been more positive, we appreciate that you brought this matter to our attentionMember feedback such as yours helps us to address areas in which we can improvePenFed appreciates your selection of our real estate lending services, and we look forward to serving you for years to come
Thank you for your many years of military service, and I wish you and your family the very best in your new home
Sincerely,
Vice President, Mortgage Operations

Dear *** ***,
Your review and complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage application were received in my office on February 20, and February 22, I appreciate having the opportunity to address your
concerns
Please be assured we appreciate your choice of PenFed when considering a mortgageI know you have many options in the market place, and I value your commitment to usI apologize the application did not progress as smoothly as you would have preferred
I want to reassure you, the preliminary denial of this application does not affect your credit standing in any way, either through reporting to the consumer credit reporting agencies or internally with PenFedAlthough your credit scores met the PenFed threshold, your application did not meet internal lending guidelinesI apologize for the confusion our February 12th decision letter caused you
The *** lending guidelines outlining credit approval criteria after a short sale or foreclosure clearly state there must be a waiting period after the completion of a derogatory credit event, such as a short sale or foreclosure, before qualification for a new mortgageThe required wait time is at least four years for a short sale, and seven years for a foreclosureIn addition to meeting the revised mandatory waiting period, *** requires there be no late payments on any debt since the original eventAs mortgage lenders, we look for re-established credit and ongoing excellent payment history after the required wait time
After careful review of your circumstances, management approved returning your application to processing for further considerationPlease be assured your application is being monitored by management to ensure it is given the utmost care as it evolves
I am grateful for your interest in our real estate products, and value your membership with PenFed

Complaint: ***
I am rejecting this response because: Thank you MrK*** for your response and for taking the time and effort to delve into this matter You seem to have a rather tight grasp on the situation such that, if you wouldindulge me just a little further as to my explanation from where your analysis seems to have taken you You wrote the following: "Your 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, 2016 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, 2016"On November 16th, when the statement "for the new account" came in, I was days late with my payment, by your logic At this point, you note that the November 16th statement, which showed $due, was also sent At that time, I made no payment in accordance with the statement saying I had $due. Now, under your view, I was wrong to view that statement as applicable to my payment due You view the November 16th statement "generated for the new account" as controlling over the old statement which showed demonstrated that I was "not obligated to pay the balance on the closed account." However, if you are going to view the new account and new statements as controlling and nullifying the old statements from the old account, then the October statements, and their payment amounts and payment dates must also be nullified under that logic!The November 16th statement, "generated for the new account", contained a new payment and a new payment date that I was obligated to pay on or before the Late Payment Date of 12/13/(or 12/23/2016), under your own logic The payment I made on December 30th, while not on time, was (7) days late in that case and not the 30+ days reported to the credit reporting agencies.Again, according to your logic, I was "not obligated to pay...on the closed account" such that I ought to have ignored the payment dates sent on the November bill for "the old account" That being the case, I if I wasn't obligated to pay on the old account, then I wasn't obligated to pay the old account's old bill by its old payment date!" I appreciate your attention and your candor, however under either your logic or mine, with respect, I was not 30+ days late. Incidentally, the confusion was compounded even more at the time than either you or I have discussed by the fact that the October 16th statement on the old account, was not even the only statement I received on that particular account Ialso received an additional statement on that account for October 20, I don't know why It had the same payment due date of November 13th as the statement you refer to, which was sent days prior, however it called for a $payment instead of $389 payment So, so while it is true that my finances at that time were less than ideal, that simply made the "moving targets" of payments and due dates all the more difficult It also makes it seem, to an observer, as though the $0 minimum payment due bill might have been sent out in November in order to remedy the confusion existing at the time due to the issuance of statements with disparate amounts within days of another. Lastly, though not the most ideal forum in which to discuss the subject of my current payment, thank you for looking into that and warning me I went ahead and scheduled a payment a little while ago for Tuesday.Thank you for your work on this matter
Regards,
Stephen Ostrow

Dear *** ***,
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) *** account was received on February 21, I appreciate having the opportunity to address your concerns
Enclosed with my letter are your PenFed ***
Platinum Rewards account statements for the period of March of to April of As you can see, there were several months in which your payment was not received by the due date, including July, August, October, and November of Additionally in 2013, payments were not received on or before the due date until AugustThe four payments from November 27, and August 1, were the result of our Delinquency Control staff calling you and receiving your authorization to process a payment
It is PenFed policy to report complete and accurate information to the Consumer Credit Reporting agenciesAs your account was delinquent in the months you mention in your complaint, we will not change our reporting
I hope having your credit card statements clarifies the repayment historyPlease contact us at ###-###-#### if there is additional information we can provide to you
Sincerely,
Sumeet B*** Senior Vice President/Chief Credit Officer