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: ***
I am rejecting this response because: Thank you for your recent contacts and
attempts to resolve this issue for us. My mother was recently contacted through email on December 14, by MrK***, a Pentagon Federal Credit Union, Senior Manager Collection Representative MrK*** made two email contacts to my mother, *** ***, requesting from her an update to the status of the sale (transaction) and if a closing date had been established yet He stated in the first email that PenFed is willing to assist herhowever a status update is needed from her She replied back letting him know that although the house was under contract, escrow had been postponed until after the holidays and that no closing date had been set yet My mother additionally, sent an email on Dec17, to several PenFed Representatives, including MrK***, sharing a letter attachment from the *** Company ( written to my mom from *** ), in regards to her many contacts with *** My mother has made the *** Company aware of her health issues (COPD) Chronic Obstructive Pulmonary Disease She has also notified PenFed of this too This letter from the *** company has everything to do with her inability to meet her bills, (and being very behind with her bills) with the electric company and that is why she attached it to notify PenFed further She also recently had notified PenFed of her contacts with the IRS regarding her inability to make payments to the IRS The IRS acknowledged her situation and assigned her to an IRS caseworker that deemed her non-collectible as to not cause her to suffer any further financial harm from collecting from her PenFed is also aware of this fact She has been continually keeping PenFed updated on her dire financial situation throughout She has many, many letters to support this Thank you, *** ***

Dear *** ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) auto loan was received on October 30, I appreciate having the opportunity to address your concerns. I would first like to thank you for choosing to finance
your vehicle with usWe know you have many choices in the marketplace, and appreciate that you chose PenFedThere are differing rates for new and used vehiclesThe documents that accompanied your September 5, pre-approved draft advised you to contact us if you chose to purchase a used vehicle. I regret you did not receive the quoted rate for a new auto loanYour completed draft was received on September 14, 2017, and the loan was disbursed on the same dateSince the collateral information was for a used vehicle, the loan product changed to a Used Auto LoanThe loan was disbursed with a rate of 3.49%, the lowest possible Used Auto Loan rate. I would like to thank you for sharing your experience with meThe details of your situation were discussed with all levels of managementI hope you will give us the opportunity to earn back your trust and confidence in our ability to meet your financial needs. Sincerely, Christopher ** M*** Vice President, Consumer Underwriting & Processing

Dear *** ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership was received on February 13, I appreciate having the opportunity to address your concerns We appreciate that you considered PenFed for your auto
financing needs, and regret we were unable to provide an offer that suited youYou correctly noted that the $dues to *** *** *** *** that qualified you for PenFed membership are nonrefundableHowever, given the circumstances of your application, we reimbursed you for the dues, and mailed a $check to you on February 9, for the dues and the $deposit to the PenFed Share account I am disappointed you decided to close your PenFed membershipWhile it seems we could not meet your Auto Loan needs at this time, I am grateful for your interest in our products, and hope you will keep us in mind for your future financial needs Sincerely, Vice President, Consumer Underwriting

Dear *** ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) used auto loan was received on November 21, I appreciate having the opportunity to address your concernsAs a part of your car shopping experience with *** **
***, they contacted us to determine if we could offer you an auto loanI am very pleased we were able to provide you with financing, and I would like to take this opportunity to welcome you to the PenFed communityOn August 21, the PenFed Loan Servicing Department received the file for your loan, which included a signed Retail Installment Sales Contract listing $16,to be financedPlease accept my apology for the delay in importing this information in our systemsThe terms of the loan state that you agree to provide PenFed with proof of insurance on the vehicleIn the absence of such proof, we have the right to purchase limited comprehensive and collision insurance at your expense to protect PenFed against the loss of the collateralOn August 21, you signed the Verification of Insurance Coverage form in which you agreed to furnish continuous insurance coverage until the obligation is paid in fullYou were notified by letters mailed on October 7, and October 21, that your insurance information had not been receivedAs of November 8, 2017, we still did not have this information and in turn notified you of our impending purchase of Collateral Protection Insurance (CPI) for your vehicle through ***, our insurance administrator, with a $2,premium ofConfirmation of your insurance coverage was later received on November 15, 2017; however, there remained a lapse in coverage between August 21, and November 4, A notice was mailed to you on November 22, confirming a net premium of $due for the verified lapsePlease contact *** at *** to provide proof of insurance for this period of time for a full refundWe value every opportunity to assist you with your financial needsSincerely, Christopher ** M*** Vice President, Consumer Underwriting & Processing

Dear *** *** ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) *** Gold account was received on December 1, I appreciate having the opportunity to address your concerns. I would first like to thank you for
honoring your obligations with usYour diligent effort over the years in paying off your jointly held *** Gold account did not go unnoticed, and we truly appreciate your dedication I completely understand your concern about the *** Gold account notifications and statementsThe *** 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: ***. 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 *** 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 come. Sincerely, Christopher JMartinVice President, Consumer Underwriting & Processing

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Used Auto Loan was received on October 19, I appreciate having the opportunity to address your concerns.I completely 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 holderThis information, including penalties, is included in the loan documents provided to you, and in your March 25, Promissory Note.Therefore, we initiated a policy that allows us to compensate for this risk factor by imposing a higher interest rate on these loansWe feel the days allowed is sufficient time for the local government agencies to process the necessary paperwork.The terms outlined in your Promissory Note state the following: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 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.In the days following the disbursal of your loan, requests for the original title of the vehicle, or proof of our lien on the title, were sent to you by mail on May 25, and June 26, 2017.We appreciate your attention in sending the vehicle title on July 20, 2017, however since the title was in your name only a signed lien placement application was also neededThis application allows Pen Fed to place ourselves as lien holder on your behalfLien placement applications were sent to by mail on July 25, and August 14, 2017, and a third application was expedited to you on September 11, 2017.A warning letter was also sent informing you of the impending rate increaseAt the end of the 150-day period, your interest rate was increased on August 22, to 14%.I am pleased to hear we received the completed lien placement application on September 20, The original payment amount of $and rate of 2.24.0% were restored on September 25, 2017, effective for August 22, I hope the actions taken to fully resolve this issue meet with your satisfaction.I hope with this issue now behind us, you will allow us the opportunity to gain your trust in our ability to meet your financial needs and treat you as a valued member.Sincerely,Vice President Consumer Underwriting & Processing

Dear *** *** Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Promise Visa account was received on September 5, I appreciate having the opportunity to address your concerns. I am very pleased to hear you would like to
take advantage of our balance transfer offer, and understand your desire to use your account unhinderedIt is not our intent to cause our members undue inconvenienceHowever, the activity on your account prompted the temporary closure to protect both your interests and those of PenFed. Prior to lifting the suspension, we ask that you provide your W-2, most recent paystub, utility bill, and a color copy of your government-issued identification for our reviewThese documents may be faxed to PenFed Card Fraud Investigations at ***I hope this response has shed some light on our actions I am pleased you chose PenFed as your new financial institutionI am sorry your membership has had an inauspicious startWe look forward to continuing to serve you for years to come. Sincerely, John K***Senior Vice President Payment Products and Services Tell us why here

[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. I have received (and deposited) a check from my former bank account, and have also received all the statements I requested, which confirm I did get all my moneyThank you very much for all your help!!!
Regards,
*** ***

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Platinum Rewards *** 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 *** 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, *** ***
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 *** Signature card in your wallet
Sincerely,
Senior Vice President, Card Services

Dear *** ***, Your complaint filed with the Revdex.com regarding Pentagon Federal Credit Union (PenFed) consumer credit report inquiries was received on August 8, I appreciate having the opportunity to address your concernsOn January 25, you called us and opened a PenFed
membership and Share (savings) accountWe obtain a consumer credit report as part of the application processYour authorization is obtained prior to doing so, and required before we will complete the account openingEnclosed is a copy of the Signature Card you signed for the Share accountAlso on January 21, you initiated a new PenFed membership or account application process, which also resulted in a credit report inquiry; however, this application was not finalizedDue to two reports being accessed within a few days, we submitted a request to remove the second inquiry from your credit reportPlease allow up to days for the change to appear on your reportI hope this information is helpful in understanding the origin of the inquiries, and that the removal of one of the inquiries resolves this matterI would like to welcome you to PenFedI hope you will explore and take advantage of the many products and services we have to offerSincerely, Lou *A*** Vice President, Service Center Operations

Dear *** ***,
Your complaint filed with the Revdex.com regarding your PenFed Credit Union membership was received in my office on August 24, I appreciate having the opportunity to address your concerns
Prior to establishing a PenFed membership, opening a new
account, and at the time of application for new services, we obtain a credit report from a consumer credit reporting agencyAuthorization to pull the report is obtained from the applicant during the account application process
With a new membership, the credit report is used as a means of identity verification and to determine the PenFed products and services for which the applicant qualifiesOur records indicate you initiated an online membership application on January 26, and consented to the credit report inquiryHowever, you did not finalize the application on that date, and the membership was not opened
On February 9, your membership was opened during your conversation with a PenFed Member Service RepresentativeConsent for a credit inquiry was again obtainedAs the credit report is used for identity verification, due to a difference in the address used with your online application and that provided to our representative, a new credit report was pulled
On February 9th we were not able to approve your request for a checking accountIn a telephone conversation with you on February 16, 2015, you consented to the pulling of a new credit report for reconsideration of your checking account applicationUnfortunately, we were not able to approve the account at that time
As a result of your application for a checking account on August 22, 2015, another credit report was obtainedI am pleased to see the account was approved and opened on that date, along with a $Thrifty Credit Service overdraft protection account
We obtained consent from you for each of the four credit inquiries; therefore, I am not able to submit a request to remove any of them
I hope you are happy with your new PenFed Access America checking accountWe are pleased to welcome you to the PenFed community and look forward to serving your financial needs for years to come
Sincerely,
Christopher ** M***
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: ***
I am rejecting this response because: They completely ruined this process and are acting like they're doing me a favorI now have to wait for an warranty refund before I can even get the gap finishedThis should of already been complete if I wasn't lied to by their representativesThey give me a couple weeks like after their mistakes and expect I will have everything finished in a snap of a fingerThey handled every step of this process horribly
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: I received a response from *** stating that they closed my account and refunded the $that I paid to PenFedI don't have very much confidence in their word since I've received to many different answers from various representatives from both them and PenFedOnce I receive my check from them (which they stated was mailed on 02/15/2016), you can cancel this check, check # ***
Regards,
*** ***

Dear *** ***,
I am writing in response to your letter to our Chief Operating Officer, and your complaint filed with the Revdex.comI appreciate the opportunity to fully address your concerns
I regret there has been confusion about the payments to your Auto and
Personal Loans conveyed to PenFed Credit Union during the May 1, merger with *** Federal Credit UnionI appreciate that you worked with our staff to ensure all received payments were applied to the loansAs a result, three additional one-month payment deferments were applied to the Auto Loan to bring it to a current statusAt this time, the full monthly payment is due by February 16,
As part of your work with our staff, on November 17, we submitted an update to the three major consumer credit reporting agencies to remove the past-due payments from the PenFed loansWe confirmed that no delinquencies are reporting on these two loans at this time
We carefully reviewed your application for a $12,Personal LoanThe decision to decline your application was not based on your repayment history on your PenFed loansReview of your current credit report shows that your overall credit profile and history does not meet our lending guidelinesI understand this is not the decision you had hoped to receiveWe look forward to opportunities in the future to consider other credit for you
With these issues now behind us, I hope you will allow us to regain your trust in our ability to meet your financial needs and treat you as a valued memberWe are excited that you are part of the PenFed community, and look forward to serving you for many years
Sincerely,
Jim K***
Senior Vice President, Operations

Your complaint filed with the Revdex.com regarding Pentagon Federal Credit Union (PenFed) was received on February 5, I appreciate having the opportunity to address your concerns.We carefully reviewed the credit report inquiry we made on February 24, and found it stemmed from
your application to establish PenFed membership which was signed on the same date with PenFed branch personnel.By signing the Membership Application/Signature Card, you agree to the following disclosure in part:I authorize PenFed to obtain a credit report to determine my eligibility for this account or any other financial services I may requestAdditionally, by signing the application, you agree to the PenFed Membership Disclosures before completing the application, which are provided at that time, and 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.We have no record of a mortgage application submitted in your name.It is our policy that all reportable information is submitted to the consumer credit reporting agencies for all membersWe believe the integrity of the information acquired through these agencies is reliant on all financial institutions reporting full and accurate informationGiven that you signed the Membership Application on February 24, giving your consent, we are unable to remove the inquiry from your consumer credit report.I hope my in this matter has alleviated your concernsWe wish you the best in your future financial endeavors. Sincerely,Vice President, Branch Operations

Dear *** ***,
Your complaint filed with the Revdex.com regarding your PenFed Credit Union accounts was received in my office on July 22, I appreciate having the opportunity to address your concerns
I regret you had difficulty updating your name in our system
and initiating the process to be removed from *** ***’ share accountI understand your frustration and regret this caused you to close your PenFed membership
To protect all parties, the removal of a joint owner from a share (deposit) account results in the closure of the accountTherefore, it is PenFed policy to obtain the consent of both ownersThis policy protects PenFed from liabilities and ensures we have up to date records
In response to your inquiries, I initiated the process of removing your name from MrWalter’s share accountJoint owner removal forms were mailed to you on July 22, Please complete the forms and return them to PenFedThe forms will then be forwarded to *** *** for his signatureShould the forms not be returned from *** *** within days, the joint share account will be closed and a new individual account opened it its place
Additionally, we updated our records to reflect your name as *** ***I hope you find these resolutions satisfactoryI regret your confidence in our ability to meet your needs has been shaken, and you will reconsider your decision to close your membership
Sincerely,
Christopher ** M***
Senior Vice President, Operations

Dear *** ***,
Your complaint filed with the Revdex.com regarding your PenFed Credit Union accounts was received in my office on August 24, I appreciate having the opportunity to address your concerns
We consider providing a positive experience with every
member interaction a service imperativeProviding accurate information is a key component of that goalI apologize for the miscommunication about the status of your PenFed Platinum Cash Rewards *** account during your conversation with our Member Service Representative regarding the past due payment
In regard to the annual fee associated with your *** account, in August we began assessing a $annual fee on all *** Cash Rewards accounts where the cardholder did not qualify for ‘Plus’ statusNotices of this change in terms were mailed to all affected cardholders in August of with the changes taking effect in October of
The annual fee is assessed on the anniversary month of the account’s openingIn your case, this is AprilYour March *** statement included a reminder that the annual fee would appear on your next statementYour April and May statements both showed a $balance with a
May 7, due date.
I understand your profile included outdated contact information which prevented us from reaching you about the balance due on your *** accountAttempts to call were made in late May and, when we were not able to contact you by phone, a letter was mailed asking that you contact us
Thank you for calling us on June 18, and making payment of the past-due balanceThe representative assisting you refunded the $late fee assessed to your *** account and updated your phone numberUnfortunately, by that date, your account was over 30-days past due and it reported as such to the consumer credit reporting agencies in accordance with the requirements of the Fair Credit Reporting ActAs a courtesy, we removed the negative reporting from your credit report as we trust that this was an oversightPlease allow days for the credit reporting agency to complete the correction
Regarding the auto loan, we carefully researched the reporting of an active PenFed auto loan in your name to the consumer credit reporting agenciesWe found an auto loan check was disbursed to you on February 28, At your request, the loan was cancelled on
March 26, and effective dated to February 28, to prevent interest accrualWe send information to the consumer credit reporting agencies on a monthly basisAs this loan was active at the time of our monthly file submission to the credit reporting agency in March 2014, it appeared on your credit fileThough we subsequently reported the loan with a zero balance, this information did not update on your bureau files
To correct this, on August 26, 2015, an update was submitted to the three major credit reporting agencies, ***, *** and ***, to remove the loan from your credit reportAgain, please allow up to days for the agencies to complete the correction
I am pleased you have chosen to carry the PenFed Platinum Cash Rewards *** card in your wallet, and hope you will continue to be a committed cardholder and member
Sincerely,
John K***
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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The information is not being reported correctly The accounts were NOT closed in The first date of delinquency would have been in Please forward copies of documents you have for these accounts showing my ID and signature.
Regards,
*** ***

In later discussions with you, the possibility of Combining your PenFed debt into a single loan was exploredWe asked for an updated Hardship Application to determine if this was feasible within our guidelinesUsing the new figures you provided to us, we found that, even if we reduced the interest
rate to 2.00% for a term of months, you did not have sufficient income to make the $monthly paymentBased on your inability to meet the modified terms of the debt, we were not able to approve your application.In December 2016, we offered and you agreed to a six-month payment deferment for all four loansThis deferment brought the accounts to a current status with the full regular monthly payments due In January While the accounts were reported as current in January, the deferments do not erase the prior late payment history; nor was there an agreement to waive the already accrued fees.We carefully reviewed our notes of our conversations with youWe see that on several occasions we discussed your desire for the lowered monthly payments; at no point was your request approvedWe certainly 'encouraged you to pay as much as you can; however, we did not agree to a reduced payment amount or state the accounts would remain current with a lowered paymentThe information we are reporting to the Consumer Credit Reporting agencies is accurate, and therefore will not be changed.If your financial situation has changed, and you believe you may now be able to demonstrate the ability to pay on modified loan terms, we would be pleased to review a new hardship Appliçation.I hope my letter clarifies the options available to you and the actions we have taken with your requestsWe look forward to working with you to resolve the balances owed to the Credit union.Sincerely,Sumeet B*** Senior Wice President/Chief Credit Officer

Dear ** ***,PFCU has issued a credit to me! Thank you very much for your help and your services This case can be closed with an A+ response.Regards, *** ***