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Dear *** ***,
Your complaint filed with the Revdex.com regarding your PenFed Credit Union accounts was received in my office on October 14, I appreciate having the opportunity to address your concerns
The PenFed accounts opened in your name were carefully
reviewedThe membership was established in May of A checking account and three loan accounts and a credit card account were opened within that monthSignature cards for the share accounts were received, as well as promissory notes for the motorcycle and personal loansPayments were received to all loan accounts in July 2008; however, there were no payments thereafterThough there were extensive attempts to reach you by phone and mail, as well as contacting your relatives, our Collections staff was unable to reach you to discuss the balances owedIn March and April of the over $40,in loan debt owed to PenFed was charged off and assigned to a collection agency
Our review of the account histories did not find your stated contacts with us on December 1, 2008, May 1, or October 1,
In June of we received through the consumer credit reporting agencies, your disputes of the dates we are reporting for these loansIn that month, we submitted updates to *** and *** to correct the loan amounts and change the dates of last account information, date of first delinquency and date of last paymentDue to the charged-off status of the accounts, they will continue to appear on the consumer credit reports for seven years from the date of charge off, not from the date the account was openedThe loans will continue to report into
We confirmed the loans are correctly reporting as opened in May of The date of last account information refers to the date we provide information to the consumer credit reporting agencies and, therefore, changes with each contact
Due to your claim that these accounts were opened fraudulently, our Fraud Security Officer contacted you by phone on October 23, Upon receiving identity documents from you, your fraud claim was fully investigatedIt was determined the signatures on file for the loans match that of your driver’s license, and the claim was deniedThe loan balances are your responsibility to repay and will continue to be reported as such to the consumer credit reporting agencies
I hope you now have a better understanding of the reporting of the loan accounts, and our process for your fraud claim
Sincerely,
Angela *P***
Senior Vice President, Enterprise Risk Management

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** *** ***
Complaint: ***
Good Day,
I am rejecting this response because: Not the answer I was looking for! Several attempts have been made with getting this resolvedMultiple times I've advised the merchant this account was closed at my request and provided another account for future payments I'm not at all surprised at the fact that customer service doesn't seem to be any concern of yours as long as you're making money while while screwing over your customers! Assist in getting this resolved or I will take it a step furtherI look forward to hearing from you.V/r*** ** ***

This letter is in response to your complaints filed with the *** *** *** *** *** and the Revdex.comThey were forwarded to Pentagon Federal Credit Union (PenFed) on May 15, We will provide a copy of this response to the *** and Revdex.com. We
strive to provide our members with the superior service they deserveThis includes timely communication during the mortgage application processWe appreciate the stresses that accompany a real estate purchase and regret our processing of your April 14, Adjustable Rate Mortgage (ARM) application did not help to alleviate them When our members are shopping for a new home, after providing a pre-qualification letter, we suspend processing until we receive a purchase contractUpon receiving your contract on April 26, 2017, Underwriting reviewed your file. Meeting income requirements and demonstrating ability to repay are key aspects of being able to move forward with an applicationDuring processing, our documentation needs also evolveIt is particularly important that we clearly communicate the application status throughout its progression, and I apologize if we did not do so. In your case, we moved forward based on gift funds you anticipated receivingWhen we learned on May 12, that you were unable to obtain these funds, Underwriting again reviewed your fileThe lack of gift funds, the lower than expected overtime income, and a substantial increase to the estimated property taxes placed your debt-to-income ratio and asset reserves outside our lending guidelinesOur team was working very hard to meet your expected closing date of May 20, 2017, and I am sorry the changed circumstances prevented us from being able to do so. I understand we did not charge you for the $in fees incurred during processing, including appraisal, application, credit report, and flood certification feesGiven that you moved forward in good faith with the property inspection, we will also reimburse you for the $home inspectionIf you will submit the paid invoice for the service, we will process a reimbursement checkPlease contact *** ** *** *** *** for assistance with your refund. While it seems we could not meet your needs at this time, I am grateful for your interest in our real estate products, and value your membership with PenFed

Dear ***, Your rejection of our response to your Revdex.com complaint was received on October 30, Prior to the increase of your auto loan rate to the highest rate in effect on closed-end unsecured loans, you agreed to provide PenFed with proof of insurance by signing the Promissory NoteThe terms of the Note specifically state that you agree to provide PenFed with evidence of insurance coverage on the vehicleIn the absence of such proof, we have the right to purchase limited comprehensive and collision insurance at your expenseYour obligation to provide proof of insurance remains in effectIf additional lapses in coverage occur, we will again invoke our right to purchase another Collateral Protection Insurance (CPI) policy at your expense By signing the Promissory Note for your auto loan on February 13, 2017, you also agreed to the loan terms and its penaltiesThe 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 I FAIL TO TAKE THE ACTIONS I HAVE AGREED TO IN THIS SECTION WITHIN DAYS OF THE DATE OF THE LOAN, I SHALL BE IN DEFAULT AND IN ADDITION TO THE REMEDIES OTHERWISE AVAILABLE TO YOU, I AGREE THAT YOU MAY, AT YOUR OPTION, INCREASE THE ANNUAL PERCENTAGE RATE I PAY ON THE LOAN TO THE HIGHEST RATE THEN IN EFFECT ON YOUR CLOSED END UNSECURED LOANS.” Since your title has not been received, your rate was increased on October 20, from 4.80% APR to 14% APRThe rate on your auto loan will continue to be equivalent to the highest rate in effect on closed-end unsecured loans until you provide the title, and PenFed is recorded as lien holderDespite the rate change, your loan has not been converted to an unsecured loan Your October 19, Revdex.com complaint specifically requested to return the loan to its original rate with a full refund of the CPI policyIn response, you were advised to provide the title and confirmation of days of lapsed insurance coverageYour rate can be adjusted back to 4.8% with our receipt of the title Sincerely, Christopher ** *** Vice President, Consumer Underwriting & Processing

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

Your complaint filed with the Revdex.com (Revdex.com) regarding your PentagonFederal Credit Union (PenFed) accounts was received in my office on December 13, I regret you were not satisfied with our September 26, response to your Consumer Financial Protection Bureau complaint (case
*** which dealt with your concerns regarding unauthorized charges, the checking account closure due to overdraft, our fraud security measures, and ATM capabilitiesI appreciate having the opportunity to address your additional concerns raised with the Revdex.com.Although your debit card was, closed in conjunction with your checking account in August 2016, you are welcome to submit a request for an ATM card, Please submit an application for a new oneThe application can be found on our website, and I have also enclosed it with my letterI encourage you to return the application for more accessibilityI understand withdrawing your funds through *** *** is not ideal, and have refunded the four most recent fees associated with this service, totaling $I hope this refund is of benefit to youWe are glad to explore the options available to you to expand your access to your funds on depositI understand a supervisor, MsP***, has reached out to you on multiple occasions to discuss your concerns, and offer her assistancePlease contact her at *** to talk; over your optionsWe value every opportunity to assist you with your financial needs.Sincerely,James *K***Senior Vice President, Operations

Dear Mr***,
As stated in my July 8, response, the charge backs PenFed performed equal $600.00, which, when added to the $merchant credit, equals the $amount charged by *** *** to our cardholder’s account
You must work with your bank to reconcile your account accordingly
At this time, I have provided sufficient information to resolve this issue and consider this my final response
Sincerely,
John ***
Senior Vice President, Card Services
PenFed Credit Union

Dear *** ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Personal Loan account was received on November 1, I appreciate having the opportunity to address your concerns I regret you did not receive the information
you requested when you called PenFed and visited our branchProviding a positive experience with every interaction is imperative to ensuring our members’ satisfactionProviding accurate and complete information is a key component of that goalI am sorry we did not deliver the service you deserved in relation to these concerns Your *** Federal Credit Union (***) personal loan conveyed to PenFed on December 1, The terms of your loan did not change; your credit life and disability plan remained in place, and your interest rate, 17.50% APR, and monthly payment, $69.00, remained the same There is a difference in the way the two credit unions handled the credit life and disability premiums*** added the premium to your principal balance each month, and then applied your payments to the interest accrued and the principal balancePenFed instead subtracts the premium from your paymentThis difference does not have a significant impact on the interest accrued or your overall loan repayment Interest and insurance premiums accrue on your principal balance on a daily basisWhen you make a payment, the amount of interest and insurance costs accrued since your last payment are calculatedThe remaining amount is applied to your principal balanceInterest and premiums accrued over the life of a loan vary depending on the number of days between payments Enclosed is a copy of your *** Loanliner showing the interest rate, loan amount, and that you were to make $payments and one $payment with an estimated total repayment of $1,if all payments were made on the due dateAlso enclosed is a loan payment history and analysisFrom this analysis you can see that through September 18, 2017, you have paid $1,dollars; $of which was paid to interest and $was paid for payment protectionAt $per payment, you have made payments and have a $principal balance remaining. I hope this letter and the enclosures provide you with the information you need to understand your current loan balance, and the terms of your loanYou are welcome to contact Ashley J*** at ###-###-#### if you have further questions or concerns Sincerely, Dave S*** Vice President

[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:
No reason was given as to why they allow Pen Fed loan officers and Pen Fed real estate agents to submit purchase contracts for borrowers with negative incomes I am not asking for specifics of the borrowers income I would like to know why they allow their employees to submit purchase contracts with pre-qualifications without properly investigating the borrowers income Do they make a good faith effort to actually determine a borrowers actual income? If so, what steps do they take to ensure they are doing their due diligence with regards to proper qualification of a borrowers income What are the actual requirements for issuing a pre-qualification? Were these steps followed? If so, how did you issue a pre-qualification for someone with a negative income? Additionally, why did it take two weeks to determine this loan couldnt qualify when other lenders were able to determine this in less than an hour
Regards,
*** ***

Revdex.com:We have reviewed the response made by PenFed in reference to complaint ID ***, we accept that PenFed is reprocessing our loan application with the clarification provided.But we also have a related issue, see attachment:we were informed by credit reporting agencies that each PenFed and *** each ran our credit reports twice (on Feb 7, and Feb 8, 2016) for the loan application when we only authorized inquiryIt was confirmed by PenFed that their "system froze" and thus they accidentally ran our credit twiceWe hereby request that PenFed submit requests to remove the additional inquiry from both PenFed and *** on each of credit reports (for *** *** and for *** ***), so that it doesn't negatively impact our scores, and doesnt impact other lenders who are reviewing our credit reports for a loan application, and that PenFed provide us a copy of each letter in case any follow up needed during our credit report monitoring every months
Regards,
*** ***

Dear Mr***,
Your complaint filed with the Revdex.com regarding your recent mortgage loan transaction was received in my office on July 07, I appreciate having the opportunity to address your concerns
The processing of a mortgage loan can be complex and frustrating
Clear, frequent communication is essential to the timely completion of this process, and I am sorry this was not the case in your situationPlease accept my apology, and know your experience was shared with all levels of mortgage management.
In addition, receiving documents for another member is most regrettableFortunately, the only information included was the name, address, and application numberPlease know this situation was also shared with mortgage management and used as a training opportunity for the real estate division, reminding all to be diligent and attentive when sending information or documents to our membersPlease accept our apology
A review of your file shows the loan was ready for closing on June 24, and per your request and work schedule, closed on Saturday, June 27, at your homeDue to the three-day right of rescission requirement, funding took place on July 2, 2015.
We appreciate the time you spent speaking with Christal S***, Mortgage Manager, on more than one occasion, regarding the progression of your loan requestIn consideration of the time it took to process your refinance loan, she arranged for a refund of your appraisal fee, and the application fee for a total of $These funds were returned to you on July 13, Any questions regarding fees or costs from another lender should be addressed with them.
We appreciate you choosing PenFed Credit Union for your real estate financingWe hope to earn back your trust, and demonstrate our respect for you in the years to come.
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,
*** ***

On Monday, February 29, I filed a complaint against Pentagon Federal Credit Union My complaint ID is *** I would like to close that complaint as the institution has contacted me and explained a mistake on their part They have offered additional options to resolve the
problems with my appraisal and have provided me with a dispute form to attempt to get my appraisal changed Please close my dispute Thank you. *** ***@***.com

Dear *** ***, This letter is in response to your complaint filed with both the Consumer Financial Protection Bureau (CFPB) and Revdex.com (Revdex.com)They were forwarded to Pentagon Federal Credit Union (PenFed) on October 4, We will provide a copy of this response
to the CFPB and Revdex.com Please accept my apology for our delay investigating and responding to your inquiry about the consumer credit report we obtained on August 17, I apologize for the inconvenience we caused you We were able to determine the credit inquiry was done as part of an application to open a membership and/or new PenFed accountThe application was not completed, and there was no membership or account opened in your nameAs you indicated you did not initiate this application, we submitted a request on October 9, to remove the inquiry from your consumer credit reports I hope we have fully resolved this matter for youIf you have further concerns or questions, you are welcome to call Courtney S***, Senior Manager, at ###-###-#### Sincerely, Louis *A*** Vice President, Service Center OperationsTell us why here

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Used Auto Loan was received on March 22, I appreciate having the opportunity to address your concerns.I am very sorry to hear of your car accident, and I regret our representatives did
not support you with service excellence as you attempted to resolve this matterOur Member Service Representatives are dedicated to providing you with the highest quality assistance when you reach out to us, and this is especially important when addressing the many issues that accompany insurance claims. As noted on the loan documents you received when your loan was disbursed in 2017, we require proof of full 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 expenseI was informed only liability coverage was maintained on your vehicle, which is why a $3,Collateral Protection Insurance (CPI) policy was added to the loan on November 17, to cover the vehicle for collateral damage from July 12, through July 12, I understand your vehicle was deemed a total lossHowever, prior to this judgement, repairs had already been completedOur Collateral Control Department staff has since been in contact *** Solutions, the Administrator for CPI, and made arrangements for the insurance settlement check to be expedited to PenFedThe second $5,check intended for the repairs will be held until the settlement check is receivedOnce both checks are received, they will be applied to your loan balance.I am told *** Solutions will contact you directly should they require additional information. I hope this information alleviated your concerns and we are on our way to rebuilding your trust in our abilities to meet your financial needsWe look forward to continuing to serve you in the years to come.Sincerely, Vice President, Consumer Underwriting

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,
*** ***

Your
complaint filed with the Revdex.com regarding your Pentagon Federal
Credit Union (PenFed) auto loan was received in my office on November 11,
I appreciate having the opportunity to address your concerns
I
am sorry to hear of the delay in receiving the
final payment to your auto loan
and the difficulties you encountered receiving information from usPayments
can be sent to our PO Box or to a street addressI regret you were
misinformedWe consider providing a positive experience with every member
interaction a service imperativeProviding accurate information is a key
component of that goal
We
apply payments to loans on the date receivedAt the time of your call on
November 11, 2015, the check sent on October 30, was not received in our
Item Processing DepartmentI was happy to hear the second check sent from the
dealership on November 12, posted to your auto loan on November 13,
in the amount of $6,This paid the loan in full, and an overage of $
was placed in your PenFed share accountSince the payment came in as certified
funds, PenFed representatives were immediately able to fax the lien release on the
same dateI hope this expedient delivery of the lien release helped to
facilitate the sale of your vehicle
I
hope the service you received over your years of membership helps to overshadow
this unfortunate experienceI ask that you allow us the opportunity to restore
your confidence in our ability to meet your financial needs and treat you as a
valued member of PenFed
Sincerely,
James ** K***
Senior
Vice President, Operations

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

Dear [redacted], Your complaint filed with the Revdex.com regarding a Pentagon Federal Credit Union (PenFed) membership in your name was received in my office on June 27, 2016. I appreciate having the opportunity to address your concerns. I regret a PenFed Credit Union membership was...

fraudulently established in your name. I want to assure you, this scam did not originate within PenFed. Unfortunately, it appears your personal information was obtained by criminals who used it to open this membership and checking account. When recognized in January of 2016 that the membership was part of a scam, we immediately blocked all activity. Regrettably, we neglected to close the checking account, which resulted in the overdraft fees and notices you received. The fees assessed to the checking account were reversed, and the account and membership are now closed. The checking account balance is zero and was not reported to the consumer credit reporting agencies at any time. We did, however, submit a request on July 1, 2016 to remove the inquiry from your credit report. While the inquiry will be not be completely deleted from your credit report, they will change it to an inquiry that does not affect your score. You will continue to see the inquiry on your credit report, but it will not be seen by creditors. The change should update to your credit reports within 90 days of this letter. I hope my response assuaged your concerns and brings this matter to full closure. Please feel free to contact us at ###-###-#### if you have further concerns or questions. Sincerely,  Steven G[redacted] Vice President, Financial Intelligence Unit

Dear [redacted], Your complaints filed with the Revdex.com, Washington State Attorney General's Office, and the Consumer Financial Protection Bureau (CFPB) regarding your Pentagon Federal Credit Union (PenFed) statements were received on August 25, 2017. I appreciate having the...

opportunity to address your concerns.  At the time your PenFed membership was opened in 2009, we were assessing a small fee for mailing consolidated and credit card statements. You opted to receive email notification of your consolidated statements and to access them through PenFed Online. We do not charge for the mailing of mortgage statements. When your mortgage closed in January of 2015, we mailed these statements to you. Earlier this year we coordinated mortgage statement delivery methods with that of the respective member’s consolidated statements. We sent out emails to impacted members in January and March of 2017 notifying them of the delivery change effective with the March statements. On March 6, 2017, we emailed you that your mortgage statement was available to view online. At your request, on March 30, 2017, we changed your mortgage statement delivery back to mail. I regret that your request to make your April 2017 payment was not completed at that time. When you called us again on April 20, 2017, your payment was processed and effective dated to April 1, 2017. The effective dating adjusted finance charge accrual and reversed the late fee assessed on April 17, 2017. Also during your April 20th call, your delivery option for your consolidated statements was changed to mail. As noted above, due to the fee for mailing consolidated statements, you were charged $1.00 in May and July. We refunded these fees to your Share account, and placed a permanent waiver on future statement fees. I hope our actions have fully resolved this matter, and you are now receiving your statements by your preferred method. I would like to thank you for entrusting PenFed with the financing of your home. We understand this is an important decision, and appreciate that you chose us. Sincerely,Senior Vice President, Mortgage Servicing