Astro

Dear *** ***,
Your complaint filed with the Revdex.com regarding your complaint to Pentagon Federal Credit Union (PenFed) Platinum *** Signature account was received in my office on November 23, I appreciate having the opportunity to address your concerns
I was
disappointed to hear of the situation with your *** accountI appreciate your willingness to speak with representatives from both our Card Fraud Investigations and Delinquency Control DepartmentsPlease be assured we take these claims very seriously
Upon receiving the needed documentation from you, our Card Fraud Investigations Department thoroughly examined your caseOn August 21, you were notified of their denial of your claim, and confirmation of your responsibility for the debtYour claim was denied due to PenFed’s inability to verify your identity as the submitted documentation was illegibleAdditionally, the card plastics and monthly credit card statements were mailed to your address of record, and the PenFed Security Department verbally confirmed some of the credit card transactions by calling your telephone number of recordOur findings were recounted in a letter sent to your address of record
I understand in conjunction with our internal investigation, you submitted credit bureau disputes directly with the credit reporting agenciesWhen disputes are submitted in this manner, the credit agencies are responsible for providing the findings to the consumer; PenFed responds only to the credit agenciesWe received your disputes on May 1, and May 21, 2015, and a more recent dispute on November 6, On each occasion, we confirmed the accuracy of the reported informationI regret any misunderstanding there may have been on this issue
As a lender, we are dependent on the information we receive from the consumer credit reporting agencies to make sound lending decisionsAs part of our contract with these agencies, we are required to report accurate information about our members’ accountsYour PenFed Platinum *** Signature account is reporting to *** as charged off with a balance and includes a narrative stating “customer disputes, reinvestigation in progress.” No account information appears on your *** or *** reportsWe will continue to investigate as new information arises
I hope my response provides the information you were seeking
Sincerely,
Fred R*** **Vice President/Chief Credit Risk Officer

Your complaint filed with the Revdex.com regarding your PenFed Platinum *** Signature account was received in my office on February 10, I appreciate having the opportunity to address your concerns.I was sorry to hear of the circumstances surrounding your payments to your PenFed
Platinum *** Signature accountIt is unfortunate this experience has left you with an unfavorable impression of the credit union. Depending on the payment instructions, interim or one-time payments made through PenFed’s online banking service, PenFed Online, might not stop the processing of other scheduled paymentsPayments for the statement balance of a credit card account will pull for the exact amount of the last statement, even if subsequent payments have been madeIn your case, because your credit card account was still open, your recurring payment for the statement balance still pulled on February 6, even though you had paid the account balance in full in the interim. I understand this payment was returned by your other financial institution on February 11, We refunded the $charge to your *** account for the returned payment. It appears you were charged $by your other financial institution for their rejection of the February 6, transactionAs you have subsequently closed your PenFed membership, a check for this amount was mailed to your address on record. Though it is disappointing to receive complaints such as yours, it is this type of feedback that points out areas within our operations in need of improvement or correctionIn an effort to prevent this from happening in the future, we are looking at ways in which additional information about payment processing can be provided at the time they are established within PenFed Online.I am disappointed you chose to close both your PenFed Platinum *** Signature account and your membershipI hope you will find a reason to return to us at some point in the future.Sincerely,

Dear *** ***,Your complaint filed with the Better BusinessBureau regarding your Pentagon Federal Credit Union (PenFed) Premium Travel Rewards *** *** account was received in my office on November 28, I appreciate having the opportunity to address your concerns.Please accept
my apology for the unsatisfactory service you received during your November 22"cal regarding the payment to your PenFed *** *** accountOur communication with you should always be polite and professionalThe details of your experience were shared with members of our management team so We can provide additional training as needed.I understand it was not clear you were paying the entire prior *** *** statement balance on November 15, and you intended to make a payment of only $77.10, I regret our assistance did not fully resolve this matter.Thank you for following up with us again on December 2, to resolve the additional issues that arose due to the stop payment placed at *** ** ***I confirmed your $payment was transferred to the *** *** and the balance is now zeroI ensured the fees and charges associated with this matter Were fully refundedThe $returned payment fee and the $stop payment fee from Bänk of America were reflünded to your PenFed share accountAlso, the $finance charge and $returned check charge were refunded to your *** *** account, I hope the actions taken to resolve this issue meet with your satisfaction.Sincerely,John K***Senior Vice PresidentPayment Products and Services

Complaint: ***
I am rejecting this response because:Doesent state that any we’re on my paper work if I have title to vehicle I shouldn’t have to have full coverage and I’m not giving title till the rest of that money is of my loan
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 as Answered]
Complaint: ***
I am rejecting this response because: I was a victim of the Florida Floods and I provided my bank statements notarized
Regards,
*** *** *** ***

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Platinum Rewards *** Signature account was received in my office onJuly 5, I appreciate having the opportunity to address your concerns.I was sorry to hear of the inadvertent April 25,
charge in the amount of $from *** *** ***I was, however, pleased you were able to dispute and resolve the charge directly with the merchantThis is typically the most expedient way to address situations of this natureAs a result of your action, *** *** *** credited your account on July 3, with $93.95.The $charge was first listed on your May statement, and again on your June statementThese credit card statements were made available through our online service, PenFed Online, in accordance with your agreement to receive electronic statements for the account.Since the minimum payment of $was not remitted by the due dates of May 7, or June 7, 2016, and the account was not paid in full, a $late fee was assessed, and an additional $in finance chargesAs you are already aware, the remaining balance of $was comprised of these amountsI appreciate your attention in paying the balance in full with your $payment on July 5, I refunded both the $late fee and $finance charge, and these funds were placed in your share account on July 12, I hope both this refund and my response will encourage you to reconsider your decision to close your *** account.Thank you for being a member and 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 & ServicesPentagon Federal Credit Union

We are in receipt of your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan accountIt was received on April 4, I appreciate having the opportunity to address your concerns.I understand your concern regarding the increase to your
Auto Loan ratePenFed 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 the September 30, Promissory Note you electronically signed.We received the lien-free title for your vehicle in December of 2016; however, we did not have the needed paperwork from you to place our lienOur records show receipt of the signed forms on March 13, However, the deadline for completing the title work had expired on February 27, 2017, and the rate had increased to 14% on that date. We have since filed the lien placement application with the Department of Motor Vehicles and are awaiting their confirmation of completionAs no further action is needed from you, we reversed the loan rate increaseThe rate is again 2.71%, and the additional accrued interest since February 27, has been removed from balance.I regret this matter caused you to question your choice to finance your vehicle with usWe hope you will allow us the opportunity to gain your trust in our ability to meet your financial needs and treat you as a valued memberPlease know how much we value and appreciate your membership.Sincerely,Senior Vice President, Service Center Operations

Dear *** *** ***, Your complaint filed with the Revdex.com regarding your applications for a Pentagon Federal Credit Union (PenFed) credit card account was received on November 15, I appreciate having the opportunity to address your concernsThank you for your interest in a
PenFed Power Cash Rewards accountWe would be pleased to provide you with this card when we are able to verify the income stated in your applicationsI understand you were initially approved for a $10,credit card account; however, as a new member and based on the large amount of self-employment income listed on this and your subsequent applications, we are asking for proof of that incomeAs it appears the income is not verifiable through pay stubs, we ask for two years of federal tax returns to confirm your income and its consistency over time. We look forward to receiving this documentation so we can complete your requestThe forms can be faxed to ###-###-####A Member Service Representative can assist you at ###-###-####Sincerely, Christopher ** M*** Vice President, Consumer Underwriting

[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,
*** ***

Dear *** ***,
Your complaint filed with the Revdex.com regarding your mortgage application with Pentagon Federal Credit Union (PenFed) was received on April 11, I appreciate having the opportunity to address your concerns
I regret we were not able
to proceed with your request for a $135,VA first mortgage purchaseWhen we reviewed your Certificate of Eligibility from the Department of Veterans Affairs on March 31, 2017, we found your basic entitlement was not available due to a compromise of a prior VA loanWe then reviewed whether your bonus entitlement could be used; however, it was available only for loan amounts above $144,Regrettably, without the VA benefit, you did not meet our lending guidelines for the purchase of this home
I apologize for the delay, and regret we did not recognize much earlier in the process that your full entitlement benefits were unavailableDue to this, we did not charge you for the application fees, including the appraisal.
I encourage you to speak with the Department of Veterans Affairs if you have questions about your benefits
While we were not able to assist you with this request, I hope you will consider PenFed with your future needs
Sincerely,
James ** C***
Senior Vice President, Mortgage Originations

Hello I have received resolution to my complaint The Pentagon Federal Credit Union finally transferred my over payment to my Savings account

Dear *** ***,Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan application was received on July 20, We appreciate having the opportunity to address your concerns.Please accept our apology for the problems you encountered
with your Auto Loan applicationWe work very hard to provide our members with best-in-class serviceYou are valued a member, and we wish to reflect this in every contact with you.We were unable to initially approve your application due to the fact you were purchasing from a private party and the vehicle is not lien freeWe again reviewed your application, and are pleased to provide you with a $21,loan at 6.9% for months for this vehicleWe attempted to reach you by phone to complete the application, but have not been able to make contact.Please give us a call at ###-###-####, and a Member Service Representative will be pleased to help you finalize your loan.Thank you for choosing PenFed for your auto financing needs.Sincerely,Senior Vice President/Chief Credit Risk OfficerTell us why here

Dear *** ***,
Your complaint filed with the Revdex.com regarding PenFed Credit Union’s estate account services was received in my office on August 10, I appreciate having the opportunity to address your concerns
Please accept my condolences for the loss of
your husbandI would like to further express my apologies for the difficulties you encountered with the consolidation of *** ***’s PenFed loans and accountsIt is certainly not our intent to make this experience unnecessarily complexWe appreciate the stresses that accompany the passing of a family member, and I regret the processing of *** ***’s loans and accounts did not help to alleviate them
I am sorry we did not reallocate the extra payments made to your auto loan to your credit card account as you had intendedUnfortunately, this request was not conveyed to the appropriate party for completionThank you for making the $5,payment to the auto loan on July 20, 2015, thus paying it off
Your *** Platinum Cash Rewards (MOAA) account was not reported as delinquent to the consumer credit reporting agencies, and the April finance charge in the amount of $was refunded on August 19, We appreciate your effort in maintaining payment arrangementsI hope this is just the first step in restoring your confidence in PenFed
Your experience was shared with management and addressed with those employees involvedThough it is disappointing to receive feedback such as yours, it is this type of assessment that points out areas in need of improvement*** *** was a valued member and we wish to reflect this in the level of service that comes with our estate processes
I regret this experience left you with an unfavorable impression of the credit unionYour trust in our ability to meet your financial needs and provide you with the best member service is of the utmost importance to us
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:
While I appreciate the response from Pen Fed, they did not address the matter which forced me to finally appeal to the Revdex.com. That they would not resolve the issue in a timely manner, and even after the third phone call to them, we continued to receive threatening letters containing incorrect information. It is ridiculous that my wife and I were forced to ask for help from a consumer protection bureau over something that we were not only not guilty of, but had to deal with such on-going disregard for in straightening out. Something that should have been very easy to straighten out. We are extremely disappointed in Pen Fed, and do not look forward to dealing with what they term as wonderful customer serviceWe will be pleasantly surprised if we do not seek the Revdex.com services again someday in regards to Pen Fed's inability to deal with simple problems
Regards,
*** ***

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) accounts was received on July 24, I appreciate having the opportunity to address your concerns.I regret you are dissatisfied with the handling of your PenFed Visa and mortgage accounts
You are correct, that credit card statements are mailed to the primary account holder, and the account appears only on their online banking profile, However, as a joint borrower, you äre entitled to information about the accountAt your request, full account information and copies of prior statements can be provided to you, and you can request to close the account, I apologize if you were told differentlyThe credit card account is closed, and the balance is paid in full with no derogatory repayment history,Unfortunately, the escrow refund instructions provided with the mortgage payoff check were not forwarded to our Mortgage Servicing DepartmentThe escrow refund was calculated, the checks made payable to you and the primary borrower, and mailed to the primary borrower's new address at his instruction, The checks were deposited with his endorsement only, as is allowed by Pen Fed policy and federal regulationCopies of the checks were provided to you Örl August 7, 2017.While I regret we did not follow the instructions for disbursal, the checks were issued and negotiated within processing standards.Senior Vice President, Mortgage Servicing

Dear *** ***,Thank you for writing to meI appreciate the opportunity to address your concerns.I am very sorry to hear you were the victim of fraud with your *** *** checking accountI understand how distressing this can be, and realize how much work is involved with an account number
changeI regret our request for written verification of your new account number added to what was already a demanding situation.As you are aware, your account information was updated for your December mortgage paymentI hope our response to your request helps to alleviate your concerns.I am aware PenFed has had the pleasure of your membership for over yearsWe are very grateful for your many years of loyaltyThat loyalty is something we know we must earn dailyI hope you will give us the opportunity to continue to earn your membership for many more years.Sincerely,Edward *C***Chairman of the Board of Directors

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: The reasons in the response letter are incorrect. I have researched PenFed"s check deposit policy on their website regarding endorsement and of checks made payable jointly and I will be sending a letter to MrJeff C*** documenting my findings as well as any other documentation regarding my complaint
Regards,
*** ***

*** ***
We are responding to your complaints to the Revdex.com dated June 17, and June 25, We looked into the information you provided
PenFed strictly safeguards our members’ personal and private informationAs such, we are unable to respond to you regarding our findings
in this matter.
Sincerely,
Cindy G***Senior Vice President, Mortgage Originations

Dear *** **,
Your complaint filed with the Revdex.com regarding your recent PenFed Credit Union mortgage loan transaction was received in my office on September 2, I appreciate having the opportunity to address your concerns
Although mortgage loans can be complex
and detailed, I was displeased to hear of your experience with the processing and closing of your recent refinance loanIt is my expectation mortgage processing and closing be efficient, time sensitive, and accuratePlease accept my apology for any undue requests for documents or delays you experiencedYour circumstances were shared with all levels of mortgage management so improvements can be made for the future
I carefully reviewed the PenFed mortgage documents showing the details of your 5/adjustable rate mortgage (ARM) refinance in December Based on a promotion we offered at that time, we paid specific closing costs on your behalfThe promotion details included, if the mortgage was paid in full prior to the 36-month anniversary date, a prorated portion of those closing costs credits would be recovered from you
At the December loan closing, PenFed provided you with a closing cost credit of $4,With the closing documents, you signed an addendum to your mortgage loan confirming you would pay back a prorated amount of those credits, should the loan be paid in full prior to the 36-month anniversary
When you closed your new loan on July 23, 2015, a $2,promotional closing cost credit balance remained and was included in your mortgage loan pay-off amount
Your closing documents state you understand the obligation of re-payment of this prorated credit balance if the loan is paid in full and closed prior to the month anniversary date of the loan. Unfortunately, we did not find justification to refund the amount you agreed to pay
I hope this explanation clarifies this issueI appreciate you choosing PenFed Credit Union for your real estate financing
Sincerely,
Cindy G***
Senior Vice President, Mortgage Originations

[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,
*** ***