Sign in

PenFed Credit Union

PO Box 1432, Alexandria, Virginia, United States, 22313-1432

Sharing is caring! Have something to share about PenFed Credit Union? Use RevDex to write a review
Reviews Credit Union PenFed Credit Union

PenFed Credit Union Reviews (%countItem)

I dealt with this bank with no success. I had a consolidation loan with them. I did get behind and when I tried to work with them to get caught up, I kept getting different stories on what to do. I filed a hardship back in Feb. 2018 it took them until Oct. 2018 to approve it due to they kept saying they needed more information, when I had already sent it numerous times and had the emails to prove it.
I then decided to just pay them off. I went online to get a balance and noticed that my balance has remained the same for over a year even with payments. When I called to talk to someone they say that my balance to payoff is over $19,000 and it is due to the interest accrued. I called back another day and got a different response from the next associate. No one there knows what the policies are, they change from day to day. Never had a bank not show the balance daily or monthly change with payments or including the interest charges. Worst bank ever to deal with. They also did over 6 hard inquiries on my husbands credit report and never fixed it like they said. now they say I have to deal with the credit bureau.
I did a settlement just to get them done, now they still show $3679 as owing on loan for over 2 mo. Response from them is it would be removed at year end. WEll it didn't now response is at end of Jan. someone didn't code it correctly. WE are trying to buy a home and they have royally screwed up our credit that now we may end up homeless unless fixed by end of FEB. 2019.
They don't call back like they say and you cannot get a straight answer from any of them

PenFed Credit Union Response • Jan 18, 2019

Dear Ms.,

We received your Revdex.com complaint on January 11, 2019. We appreciate the opportunity to address your concerns.

We apologize for difficulties you and your co-signer encountered submitting a Financial Hardship application. We strive to take perfect care of our members and regret your experience did not reflect that commitment.

Our credit report inquiries were over a several year period, from the initial application in 2016 to the settlement of your account. The credit and Hardship Applications you completed specifically provide authorization to obtain a credit report. Additionally, the Membership Disclosures provided to you upon account opening give PenFed the authorization to review your credit report for ongoing account review and maintenance:

D. CREDIT REPORTS. I understand that PenFed will obtain a credit report which may be helpful or necessary in the evaluation of my eligibility for additional PenFed products, or for account maintenance purposes.

We understand after initially accepting our offer of financial assistance, you then decided to settle your account balance instead. Per your Promissory Note, you are responsible for paying interest and late fees accrued on the loan. We provided you with a pay-off quote prior to accepting your settlement offer.

Thank you for working with our Delinquency Control Department to come to resolution of your debt. We processed your final payment on November 9, 2018, and we are in the process of completing our settlement account maintenance. This includes charging off the account and submitting updated information to the credit reporting agencies. The process will be completed this month, and we will report your account as charged off, zero balance, settled for less than the full balance with our February credit reporting file. If you need a letter confirming the account has been settled, please contact us at .

Sincerely,

Senior Vice President/Chief Credit Risk Officer

I was a victim of identity theft ,someone stole my identity and tried to open some form of account with pendent. I have contacted penfed multiple times regarding this issue that an inquiry is on my *** credit report dated ,July 20, 2018. Have spoken many times to penfed , they stated many times it has a message sent to *** to be removed for months now. This is totally wrong because, I'm stressed out behind this issue, and it is a distraction in my life. This is a crime allowed by penfed, and has not been fixed.

PenFed Credit Union Response • Jan 10, 2019

We received your Revdex.com complaint on January 7, 2019. We appreciate the opportunity to address your concerns.

We are very sorry you were the victim of identity theft. We know resolving identity theft is particularly stressful and we are sorry you are not satisfied with our handling of your claim.

Due to the fraud alert you placed on your consumer credit report, the PenFed membership opened in your name on July 20, 2018 was restricted from all activity until we could confirm the identity of the initiator. This prevented the opening of accounts and loans other than a Share (savings) account.

We immediately notified our *** Fraud Management when we received your phone call on December 27, 2018, and further restrictions were placed on the membership profile. On January 7, 2019, they closed the Share account and membership. On January 10, 2019, we submitted a request to *** to remove our July 20, 2018 credit inquiry. Please allow up to 90 days for *** to update your report.

We hope this matter is now fully resolved.

Sincerely,

Senior Vice President, Enterprise Fraud Management

A domestic relations lean was levied against my account in error and I was advised by the PenFed to forward the paperwork to them by fax. I attempted to do that and continuously got a busy signal for two days. I finally emailed the info and was told the reversal would take 24 hours. Almost two weeks later, I have still not gotten my refund. The rep handling my account has been out for a week and apparently... So has her entire chain of command. The leans and levy department has ruined my holiday by running ineffectual and now, bills are going to be late because of it.

PenFed Credit Union Response • Jan 03, 2019

We received your Revdex.com complaint on December 28, 2018. We appreciate the opportunity to address your concerns.

In compliance with the initial order received by PenFed on December 20, 2018, we processed a check withdrawal for $535.99 from your Share account. On Saturday, December 22, 2018, we received copies of court documents you provided, releasing funds subject to the initial order and vacating the initial order.

Prior to redepositing the funds to your account, we must cancel the check and confirm it has not been cashed. We regret you were misinformed about the time needed to process the cancellation. We received confirmation of the check cancellation and credited your account on January 3, 2019.

We regret you were not provided with a status update while we processed the request to replace the funds.

Sincerely,

Senior Vice President/Deputy General Counsel

I drove from Greenville, SC to *** on 6/30/2018 to purchase a vehicle that I had been communicating with a salesman over the phone about. I had pre-approved financing from *** which I told my salesman up front after I test drove the vehicle. He had me fill out a credit application because *** requires the dealer to submit it with the vehicle deal information. When I filled out the credit application I informed him that I only wanted to go through ***. We eventually finalized my deal through *** as I had requested from the beginning. I began to get credit inquiry alerts within the next 3 - 5 days and rejection/denial letters in the mail. The Sales Manager (I don't remember his name) had run my credit through 23 different lenders without my permission. I contacted one of which is Pentagon Federal Credit Union via mail to dispute on July 19, 2018. Pentagon Federal Credit Union responded through the credit bureaus that they will not remove this unauthorized inquiry.

PenFed Credit Union Response • Dec 28, 2018

Dear ***,

We received your Revdex.com complaint on December 21, 2018. We appreciate the opportunity to address your concerns.

We understand resolving credit report errors can be daunting, and we are happy to provide our assistance. As a part of your car buying experience at *** in June 2018, the dealership submitted an application to us for consideration.

With a signed application, the applicant typically gives permission to pull credit, and dealerships commonly send an application to multiple lenders at the same time to find the best loan terms for their customer. We are willing to remove the inquiry; however, we ask that you provide a letter confirming the dealership’s error in submitting your Auto Loan application to us without your authorization.

You may fax a copy of the letter and your credit report to us at or mail to:

PenFed

Box ***

Alexandria, VA ***

We hope this information is helpful as you look to resolve this issue with the dealership.

Sincerely,

Vice President

Consumer Underwriting and Processing

I was charged several times for a CPI charge. This charge is for not having insurance on an ATV and a Trailer. The loan is a combined loan and I have provided proof of insurance since day one when the loan was with ***. PENFED has VIN numbers mixed up. I have been trying to resolve this for over a year. I have contacted Candy B at PENFED, Andy R () and Alexis A . I have emailed then multiple occasions and I have proof of these emails. I have phone records of every time I called PENFED to get this resolved. My account has always been paid in advance since day one. I am not asking for relief of payment, just asking that the unnecessary charges are removed. My insurance provided has called the company as well. They will not call me back or assist in any manner. This is over a year ago. I am willing to provide all evidence necessary.

PenFed Credit Union Response • Dec 19, 2018

Dear ***,

We received your Revdex.com complaint on December 12, 2018. We appreciate the opportunity to address your concerns.

I regret the difficulties you have had providing us with proof of coverage for your trailer. I understand you contacted us multiple times to address this issue, and I apologize for the delay resolving it.

Typically, PenFed requires a trailer to be listed separately on the declaration page as proof of insurance coverage. In response to your complaint, on December 12, 2018 management reviewed your insurance coverage and determined while your trailer is not listed separately on your insurance policy, the umbrella policy does cover the trailer. As a result, the charges for Collateral Protection Insurance will be refunded to your loan.

I hope the actions taken resolve your concerns. Thank you for being a PenFed member.

Sincerely,

Vice President
Consumer Underwriting and Processing

I tried to open an account many months ago online. They sent me an email stating that they needed more information. I called to give the information and they wanted me to email it unsecured. I said I was concerned about it and the person hung up on me. I called back to cancel my application and ask for my $5 opening cost back. First time they failed to close it. Called again and second time it seemed they did as I was mailed a check. Recently got a statement in the mail and wondered if this account is actually closed. Today I got an email from Kerry H, Collections Specialist. Unsure what they want as I can't possibly owe money as I never had an actual account there as I never sent the additional information you wanted to open said account. The Collections Specialist didn't answer when I called and I'm tired of dealing with this company, feel harassed at this point, so left a message asking them to please leave me alone.

PenFed Credit Union Response • Dec 18, 2018

Dear ***,

We received your Revdex.com complaint on December 12, 2018. We appreciate the opportunity to address your concerns.

Your PenFed membership was opened on September 17, 2018 with your online membership application. We credited your opening $5.00 credit card deposit to the Share (savings) account. We received your request on that same date to close the membership. It is our standard procedure to wait to process the account closure to allow time for the opening deposit to fully process. However, when you made a second request on September 21, 2018, we made an exception to close your membership immediately, and mailed you a $5.00 check.

On October 16, 2018, due to the dispute you filed with your credit card issuer, your $5.00 deposit to us rejected. This caused an overdraft to your PenFed account. We attempted to speak with you by phone about this, and when we didn’t reach you, we sent an email.

Given the small amount due to us, we liquidated the negative balance and again closed the account. We hope this information is helpful for you, and the matter is fully resolved.

Sincerely,

Senior Vice President, Operations

Customer Response • Dec 27, 2018

[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

I redeemed my points approximately four weeks ago and still did not get my $50 *** Debit Card. A couple times I spoke to representatives and only promises that card will send soon. Also, I have other cards from different institutions and when I need to redeem, I got $1 for 100 points.
At pentagon federal credit union return much less, perhaps for $1 approximately 125-135 points! This is wrong! Maybe nobody pay attention but not me.

PenFed Credit Union Response • Dec 13, 2018

We received your Revdex.com complaint on December 4, 2018. We appreciate the opportunity to address your concerns.

Please accept our apology for the delayed delivery of your Prepaid *** Giftcard. We had a brief period during which card stock was not available. We regret your order was impacted by this. We hope the expedited delivery of your card on December 7, 2018 was helpful.

I hope we have fully resolved this matter. Thank you for choosing to carry a PenFed *** credit card in your wallet.

Sincerely,

Executive Vice President

Consumer Banking

They made the process for opening an account incredibly difficult. They nitpicked over the quality of my scanned documents multiple times and drew up out the process of signing up to the point that it took over two months. I'm still not finished signing up due to them never sending me a security code for online access after telling me I already set one up, which I didn't. They wouldn't let me reset it over the phone and now I have to wait for it to arrive in the mail. This is by far the worst experience I have ever had in dealing with a financial institution. They need to streamline the process. If I encounter any more difficulties, I'm just going to close my account and go elsewhere.

PenFed Credit Union Response • Nov 19, 2018

We received your Revdex.com review on November 14, 2018. We appreciate the opportunity to address your concerns.
Thank you for choosing PenFed as your new financial institution. We are sorry you encountered problems with our identity verification process. Thank you for submitting the information we needed.
We appreciate your feedback about our PenFed Online banking enrollment procedures. We are in the process of changing to a one-time, passcode verification process and hope to have it available in the near future.
We are excited to welcome you to the PenFed community and hope you will consider our many products and services.
Sincerely,
*** Operations

Greetings! I have made countless calls, as well as having sent a number of messages to that of PenFed.Org regarding my credit card dispute from that of ***'s from 21 June 2018; however, to no avail.

I've been assured by a number of representatives, as well as supervisors, that a dispute form would be mailed to me, or had been mailed. To date, I've not received the same. Typically. A merchant has about 30 to 45 days in which to respond, it took me that and some to get the dispute filed with PenFed.Org, and with that, the process remains a jumbled catastrophe.

In addition, I spoke with a representative back in August and made a Payment to said credit card account, and to initiate automatic payments from my savings account. I learned via a message alert from *** that my account was delinquent. Have you, I never received a late/missed payment notice from PenFed. Further, PenFed.Org found it necessary to place a delinquent payment history post to my credit profile. This is poposturous as I have never, knowingly or otherwise, sidestepped my fiduciary obligations/responsibilities.

I am requesting that a Member of Management take a look at my accounts and relationship with that of PenFed over some 14+ years so as to assist me in remedying the issues that I've encountered of late.

If this cannot happen, please advise accordingly as I will not stop here as you are wrong and I'll make my case before the Texas Attorney General.

PenFed Credit Union Response • Nov 21, 2018

We received your Revdex.com complaint on October 26, 2018. We appreciate the opportunity to address your concerns.

We understand it can be stressful when there are transactions on your credit card account you wish to dispute, and we apologize our handling of your dispute has not alleviated this stress for you.

Our Card Disputes team mailed and emailed you a letter on August 28, 2018 requesting you contact us and advise what the transaction was for and why it was in dispute. We understand you contacted Member Services multiple times stating you did not receive the letter, and requested the Dispute Analyst contact you. We resent the letter on October 5, 2018. We regret you did not receive that letter and were unable to make contact with your Analyst. Because we did not receive the requested information, we closed the dispute case on October 25, 2018.

Your Dispute Analyst reopened the case and emailed you on October 29, 2018, requesting additional information for your dispute. Your response indicated you had already provided the information to us. We thoroughly reviewed your account and were unable to locate this information.

Please review our October 29, 2018 email, and reply with the requested information to [email protected], or to your Dispute Analyst directly. Based on the type of dispute you have filed, we need the requested information to assist our efforts in resolving the dispute in your favor. I assure you we are still within the timeline to process your dispute, as long as we receive the necessary information by December 3, 2018. We look forward to resolving this dispute as quickly as possible.

We regret your September credit card payment was not scheduled. Per your October 31, 2018 conversation with Member Services, your October 26, 2018 payment was effective dated to the September due date to resolve the past-due reporting, and on November 20, 2018 a correction was submitted to all three credit reporting agencies to remove any past due status on your account.

We hope this information is helpful and will lead to the resolution of your claim. Thank you for your PenFed membership. We look forward to serving you for years to come.

Sincerely,

Executive Vice President, Consumer Banking

Customer Response • Dec 10, 2018

[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: ***

I am rejecting this response because:

Date: Mon, Dec 10, 2018 at 11:34 AMSubject: Revdex.com ID: *** Fw: Automatic reply: [EXTERNAL] *** - Fw: Credit Card Dispute XXXX-***To: ***@myRevdex.com.org <***@myRevdex.com.org>***:Please include the emails Cc'd in your records supporting my claim against PenFed.Org. It is my opinion, the only reason I am getting this response is that Ms. Lee is out of the office; otherewise, she would have ignored my mailings as have in the past. In this case, she failed to calculate the fact that her out of office notification would send an auto response as such in a case such as this. I have no other email address for her; thus, if she got this one, why not the others.I am frustrated as PenFed has been a thorn in my backside on many occasions, under many circumstances, for many of its products of recent. I have tried to work things out with them at their lowest level, but to no avail. Most of them have, absolutely, no integrity. Their words have no meaning to me. Best regards,***

From: *** <***@***.com>Date: Mon, Dec 10, 2018 at 11:10 AMSubject: Fw: *** - Fw: Credit Card Dispute XXXX-***To: ***@myRevdex.com.org <***@myRevdex.com.org>***:See attached:Reply to Sender***@***.com----- Forwarded Message -----From: "***" <***@***.com>To: "Pentagon Federal Credit Union" Cc: "L, Cynthia S. (ESC)" <***@penfed.org>, "Andrew *. R" <***@penfed.org>Sent: Mon, Dec 10, 2018 at 10:06Subject: *** - Fw: Credit Card Dispute XXXX-***Revdex.com Dispute #:***Reply to Sender***@***.com----- Forwarded Message -----From: "***" <***@***.com>To: "***@PenFed.org" <***@PenFed.org>Sent: Tue, Oct 30, 2018 at 0:14Subject: Fw: Credit Card Dispute XXXX-***RE: ***PO BOX ***RED OAK TX ***Ref: xxxx xxxx xxxx *** Reply to Sender***@***.com----- Forwarded Message -----From: "***" <***@***.com>To: "***@PenFed.org" <***@PenFed.org>, "'***@***.COM'" <***@***.COM>Sent: Thu, Oct 25, 2018 at 13:01Subject: Re: PenFed DisputeMr. R:As always, thanks for taking the time to visit with me regarding the long standing ***'s Credit Card dispute that remains outstanding since July 2018. As I stated, the representative taking said dispute erred in their understanding of my dispute by insisting, in his mind, that a previous dispute in the amount of $8,101.67 was one in the same in regards to the dispute at hand in the amount of $8,947.81. As I stated, and a review of the call whereby I originated the dispute, will verify the same and dispell the association between the two transactions. The transaction in the amount of $8,101.67 was initiated on or about 26 May 2018 @ 11:45:26 AM, which was dissolved in lieu of the placement of a new order in the amount of $9,947.81, on 21 June 2018 @ 13:41:27 PM; however, the PenFed.Org banking representative taking the call insisted that they were one in the same, in spite of my many attempts to communicate otherwise. Please see the attached pictures, invoices, and follow up repair work order that wasn't satisfied, and remained outstanding. In addition to the same, my home was damaged, the flooring wasn't installed correctly, and the labor was manufactured by the Installation Sales Manager in order to benefit a personal friend, and ***'s Contractor. I was charged $400.00 per stairstep for an incorrect product, when I learned later that the correct product costs only $32.78. I was defrauded by the Sales Manager in order to accommodate her personal friend, ***. I had to pay an outside Contractor to paint, caulk, and repair holes created by the *** team, as well as for additional materials that exceeded $1,200.00. I spoke with management, to include corporate regarding this matter. When a resolution could not be reached. I initiated a dispute. Until ***'s repays me for the difference in materials, damages to my homes, additional costs for materials and labor, and the weeks of having my home turned into chaos and disrepair. I remain in dispute. Be advised, ***'s did send out a second contractor, however. I have not been compensated for the over charges for incorrect materials, nor the money's paid out of pocket in addition to the $8,947.81.Very respectfully, *** Reply to Sender***@***.comPhone:

Regards

PenFed Credit Union Response • Dec 21, 2018

Dear ***,

Thank you very much for providing this detailed information, and for speaking with our Senior Dispute Specialist.

On December 18, 2018, we resolved your dispute in your favor and credited your account for the disputed amount.

We apologize for the delay processing your claim, and hope this matter is fully resolved.

Sincerely,

Executive Vice President, Consumer Banking

I signed up with the credit union on 10/22 and they ran my credit to get an account set up. They said they offer products with that credit report for up to 90 days. I went ahead and opend a car loan for a car and they did verify that they wouldn't run my credit. On 10/24 there was a other inquiry on my credit report. I did not authorize that. I have submitted to *** and CPFB as well.

PenFed Credit Union Response • Nov 09, 2018

This letter is in response to your complaints filed with the Consumer Financial Protection Bureau (CFPB) and Revdex.com (Revdex.com). They were forwarded to Pentagon Federal Credit Union (PenFed) on October 25, 2018. We will provide a copy of this response to the Revdex.com and CFPB.

Thank you for considering PenFed for your Auto Loan needs. We appreciate that you chose us as your new financial institution and a potential lender for your vehicle purchase.

During the online PenFed membership application process you completed on October 22, 2018, you agreed to the following:

By clicking the Continue button, I certify that I have read and agree to the disclosures below and agree to comply with all of their terms and conditions.

I allow PenFed to obtain my credit report for the purpose of establishing PenFed membership or other financial services I may request.

In addition, our application process requires agreement with the PenFed Membership Disclosures before completing the application, which are provided at that time and state in part:

D. CREDIT REPORTS. I 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.

Our Member Services Representatives also request authorization to obtain a credit report when they take applications by phone. Whenever possible, we will re-use a report obtained within the last 90 days; however, whether we will need a new report is not always known at the outset of the application. For example, in some circumstances, we need an additional credit report to determine your eligibility for all available loan options, as was the case with your auto loan application. I apologize if we did not clearly communicate this when you applied for an Auto Loan on October 24, 2018.

I hope my letter is helpful in understanding our policies, and that you will keep PenFed in mind for your future financial needs.

Sincerely,

Vice President, Consumer Underwriting
Tell us why here...

I am responding to complaint that pentagon states that I am 30-59 days late reporting on my credit report and has sent the letter asking them to validate the item bearing my signature on 9/25/2018 and they has not responded as of yet. I understand that the FCRA has allowed a 30 days time limit to verify before its a violating of the credit law.

PenFed Credit Union Response • Oct 22, 2018

We received your Revdex.com complaint on October 17, 2018. We appreciate the opportunity to address your concerns.

You opened your PenFed membership in August of 2017, along with a checking account and Overdraft Line of Credit (OLOC). In February and March of 2018, the purchases you made with your debit card overdrew your checking account, and advances were made from your OLOC to pay them.

When you opened your membership, you elected to receive your statements electronically. You can review your account history and view your past statements in PenFed Online banking. As courtesy, we mailed statements to you on October 22, 2018 showing your account activity.

A review of our records revealed we are accurately reporting the delinquencies to the consumer credit reporting agencies. Despite your conversations with our Delinquency Control Department, we have not received on-time payments.

We appreciate your ongoing membership and your recent payment. As previously communicated, if you should face financial hardship, we encourage you to contact our Delinquency Control Department at to make payment arrangements.

Sincerely,

Vice President, Consumer Underwriting & Processing

Customer Response • Dec 05, 2018

[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: 13156329

I am rejecting this response because: I am complaining about pentagon federal posting false information on my credit report and not not responding within the 30 days time allowed by the FCRA, which is a violation and should be deleted by law they have NOT provided me a copy of ANY original
documentation required under Section 609
(a)(1)(A) & Section 611 (a)(1)(A) ( a consumer
contract with my signature on it ) and
under Section 611 (5)(A) of the FCRA
– you are required to “…promptly DELETE all information which
cannot be verified.”
Regards,

Edwin Mallard

PenFed Credit Union Response • Dec 10, 2018

Dear ***,

Per our responses to your previous complaints, we are not providing false information about your Overdraft Line of Credit (OLOC) to ***, and we provided you with account statements verifying the account activity, which is sufficient to meet Fair Credit Reporting Act requirements.

We did not receive your September 24, 2018 dispute because it was not sent to the correct address. We have confirmed with *** that we are providing them with our correct address. Additionally, our address is available on PenFed.org and it appears on your monthly statements.

We did receive your credit bureau disputes from *** and ***, and responded on November 20, 2018 and December 3, 2018, which was within 30 days of receipt and in compliance with the Fair Credit Reporting Act.

We are accurately reporting your OLOC account to the consumer credit reporting agencies, and will not make changes to that information.

Sincerely,

Vice President, Consumer Underwriting & Processing

I actually never write a complaint to a company before but I have such a horrible experience that I have to let everyone know. Every single step of the loan process, at least 2 employees make a mistake and causing me significant problems. It is like none of your agents actually know what is going on with the company or the process or how the company works. Every time I ask someone to do something for me, I double check with another agent to see if it was done correctly and without fail it was done wrong. When I ask to speak with a supervisor the response is basically "sorry but there is nothing we can do you just have to figure it out on your end". Completely lack of any responsibility in their end. The seller almost called the cop on me because the check I gave them was unable to process and they thought I was scamming them because one of the agents canceled it without any request. The check I request was sent to a wrong address even though I confirmed it ahead of time. The new check they sent me cannot be verified by the other party's bank so I asked an agent to cancel the check and confirm it with multiple agents that it was canceled and later on they told me it already went through. The list goes on and on and all of this was from just ONE small loan with them. I can't imagine using them for a mortgage.

PenFed Credit Union Response • Oct 26, 2018

We received your Revdex.com complaint on October 18, 2018. We did not find a PenFed membership or account in your name. We therefore, are unable to respond to you on this matter.

Sincerely,

Vice President Consumer Underwriting and Processing

I had an auto loan with Penfed. Later I received a better loan offer, less interest, refinancing with ***.

My pay off amount was 14,150. *** gave me a check that I sent to penfed for hundreds more then that. I only received $30 back as over payment.

PenFed Credit Union Response • Oct 16, 2018

We received your Revdex.com complaint on October 12, 2018. We appreciate the opportunity to address your concerns.

Thank you for your membership and auto loan with PenFed. On September 6, 2018, we received a $14,409.27 check to pay your auto loan. Your pay-off amount on that date was $14,382.95. This amount included your $14,149.80 principal balance , and $233.15 in interest that had accrued daily since your previous payment on July 6, 2018. The pay-off check was in excess of the pay-off amount by $26.32, and we deposited the overpayment to your share account.

We hope this information is helpful, and you will consider PenFed for your future auto loan needs.

Sincerely,

Senior Vice President, Operations

Customer Response • Oct 18, 2018

[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: ***

I am rejecting this response because:
The last month I accrued 230 in interest? While other months were never that high. Does not add up.

Regards

PenFed Credit Union Response • Oct 18, 2018

We received your Revdex.com response on October 18, 2018. We regret our first response did not fully address your concerns.

Interest on PenFed auto loans accrues at a daily rate. Each time you make a payment, it satisfies the interest accrued from the last time you made a payment. For example, if a payment is made on May 1 and another is made on May 2, the second payment would pay only one day’s interest.

The interest included in your payoff was higher than previous months because it included 62 days of interest. Prior to your payoff on September 6, 2018, the last payment you made on your auto loan was July 6, 2018.

We hope this clarifies the pay-off amount and how daily interest accrues. We have carefully reviewed your account and you are not owed an additional refund.

Sincerely,

Senior Vice President, Operations

PenFed is complete garbage. I used this institution to refinance some student loans and I've been completely unhappy since I've done it. Their website is trash; reminds me of something from the 1990s. They assail you with advertisements while you are logged into your account and even when you contact them with a question the reply email even contains advertisements!!! Customer service is terrible.

Upon receiving a refund for the amount overpaid on my student loans it took them weeks to process and rather than subtracting to amount from my loan balance they put the money in a savings account they forced me to open with my loan. Then they notified me by snail mail, all the while collecting interest on the amount which should have been credited back on my loan.

I cannot stress enough how terrible this credit union is. STAY AWAY.

PenFed Credit Union Response • Oct 15, 2018

We received your Revdex.com review on October 8, 2018. We appreciate the opportunity to address your concerns.
We are very sorry to hear of your displeasure with PenFed. We strive to provide the best possible programs and services to our members. Our representatives are dedicated to providing you with best-in-class service when you reach out to us. We appreciate your willingness to speak us on October 9, 2018 and expanding on your concerns. We highly value member feedback and use it to make future improvements.
We hope our actions in this matter fully resolved your concerns, and we are on our way to building your trust in our abilities to meet your financial needs and treat you as a valued member.
Sincerely,
Vice President
Consumer Underwriting & Processing

Penfed reached me via email on September 17 regarding to my loan payoff amount. I was told $1808.29 is the amount to pay off my account. While I called in on 09/26/18, its customer service made a new number which was $1,812.82, even though I was paying 2 days earlier than the deadline. Anyway, I paid exactly $1,812.82 over phone. To my surprise, pendfed kept sending me mails and emails collecting some hidden fees and failed to clean my title.

PenFed Credit Union Response • Oct 12, 2018

We received your Revdex.com complaint on October 8, 2018. We appreciate the opportunity to address your concerns.

I was very sorry to hear of the issues surrounding your final payment to your Equity Loan. We show we provided a $1,813.29 pay-off quote to you on September 17, 2018, effective to September 28, 2018, with $0.117466 daily interest accrual. Your $1,812.82 payment made on September 24, 2018 was the correct pay-off amount for that date.

The remaining balance on your Equity Loan was the result of inadvertent human error. Regrettably, we mishandled the reversal of the $5 fee for making the September 24th payment over the phone. Rather than reversing the fee, we charged it to the account again. Please accept our apology for this error.

On October 9, 2018, we reversed the remaining fees, and closed the Equity Loan. I shared the details of your situation with members of our management team so we can implement training as needed.

I regret this experience left you with an unfavorable impression of PenFed. I hope you will give us the opportunity to regain your trust and earn your membership for many more years.

Sincerely,

Senior Vice President, Operations

They are the worst. It took them several go around to properly process my application. There was supposed to be an insurance product as part of my loan and they added the price of the product to my loan amount. They assured me that I had the product and that's the only reason I went with them with the loan. after the loan closed they advised me that the product was not available. They truly are the worst. Stay far away from them as a lender, they are truly amateur hour.

PenFed Credit Union Response • Oct 15, 2018

We received your Revdex.com review on October 5, 2018. We appreciate the opportunity to address your concerns.
We are very sorry to hear of your displeasure with PenFed. We strive to take perfect care of our members, but when we fall short, we appreciate the opportunity to make it right.
We understand a Consumer Loan Processor called you on October 5, 2018 to discuss your concerns, and they followed up with an email explaining the actions we took to resolve this issue. Please return their call or reply to their email if you have additional questions about your loan, or anything else.
Thank you for turning to PenFed for your loan. We hope you will give us the opportunity to continue to serve your financial needs in the years to come.
Sincerely,
Vice President
Consumer Underwriting & Processing

I closed my Pentagon Federal Credit Union credit card account in March, with a zero balance. But in May, I received a statement showing a single $10 charge plus a $1 paper-statement fee. I e-mailed Pen Fed to dispute not only the charge--I never made the charge, and it shouldn't have been allowed to go through anyway, since the account was closed months earlier--but also the paper-statement fee, which I had specifically e-mailed to say I did not agree to when I closed the account. Weeks passed and yet I didn't receive a resolution of my dispute, despite several follow-ups--and despite one e-mail response from saying my messages had been forwarded to the card services/disputes department. Instead, I kept receiving statements from Pen Fed (with additional fees tacked on), as well as e-mails saying my payments were overdue. Finally, after weeks of aggravation, I filed a complaint with the Consumer Financial Protection Bureau. It forwarded my complaint to Pen Fed, which (finally) responded, but only with a letter admitting their mistaking and saying they had reversed all charges and consider the matter closed. They provided nothing, in other words, for the many hours I had to spend and the significant hassle I had to endure, because of their incompetence.

PenFed Credit Union Response • Oct 12, 2018

We received your Revdex.com complaint on October 5, 2018. We appreciate the opportunity to address your concerns.

We regret you have not been satisfied with our responses to your concerns regarding your credit card dispute and fees. We responded thoroughly to your CFPB complaint, credited your Visa account for the $10.00 merchant charge, and reversed all fees assessed during our processing of your dispute. The account has a zero balance and remains closed.

A Senior Analyst called you to discuss your complaint and left a voicemail. Please return their call if you have further concerns.

With the full refund of fees, phone call, and our response to this complaint, we consider this matter resolved. We wish you the best in your future banking experiences.

Sincerely,

Executive Vice President Consumer Banking

Customer Response • Oct 17, 2018

[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: ***

I am rejecting this response because: The company is offering absolutely nothing in exchange for the many hours of time I had to invest and the significant aggravation I incurred. Words cost the company nothing, and hence they mean nothing to me.
Regards

On or about September 19, 2018, I called *** customer service to request for a credit line on my *** care that I opened this month. The representative put me hold for 5-10 minutes to contact another department. When the representative came back to line, he told me their security or fraud department put a lock on my membership and on all my account for identity theft. I asked why my it is lock, he stated my identity need to be verify that I need to send in documents. I scanned and emailed my I.D., Social security card and a copy of my cable/phone bill from *** to ***. When I called to check and see if my documents was received, the representative put me on hold to call their security or fraud department and came back to the line 5 minutes after they finished reviewing my documents saying my documents are fake when they aren't. I'm was confused. When I asked how are my documents fake, the rep stated they can't tell me that information. I called back again today September 20, 2018 to appeal it, the rep told to resubmit my documents. I used my cell phone take pictures of my documents and I emailed them. I called again to see if they unlock my membership and accounts, the rep said their security department couldn't verify my identity after sending my documents for the second time. I asked may I speak to someone in the security department, when I spoke to someone in the security department, the security officer said my membership and accounts are confirmed as fraud without an explanation. How? When I am the account holder. This credit union falsely label my documents as fake.

PenFed Credit Union Response • Sep 28, 2018

Dear ***

We received your Revdex.com complaint on September 20, 2018. We appreciate the opportunity to address your concerns.

Please accept my apology for the difficulties you encountered when you recently applied for a *** credit card. We regret the inconvenience caused by our request for additional documents; however, to protect you from identity theft and adhere to U.S. PATRIOT Act provisions, it is imperative we take measures to verify the identity of any person opening an account.

In 2017, you alerted us that a *** membership established in your name was the result of identity theft. We immediately closed the membership. Due to your confirmation of identity theft, when you recently established a membership with ***, we were very cautious and requested additional identity verification documents.

Thank you for providing the requested documents and speaking with our Financial Security Director. We reopened your membership on September 24, 2018. Please call us at *** to discuss your credit cards.

We appreciate that you chose *** for your financial needs and look forward to assisting you for many years.

Sincerely,

Senior Vice President/Chief Security Officer

I have had a auto loan with PenFed for approximately 13 months. I have been unemployed for 10 months. I got a little behind on my auto loan, but in good faith made partial payments to stay under 90 days delinquent. At the recommendation of a PenFed representative, I filed a forbearance request which would move all past due payments and fees to the back of the loan and bring it current. The representative informed me each month upon making partial payments the amount I would need to pay in order for the forbearance to be activated and valid. So I made the payments as instructed, completed the paperwork and submitted it. The representative then informed me that the forbearance was approved and I didn't have another payment due until the 30th of the next month. in the next few days, that representative left PenFed. My last contact, which stated everything was approved was on July 27th. On August 24th I get a rude phone call from Robert Sapp at PenFed informing me that I need to pay an additional 769.00 within the next 7 days in order for the forbearance to be approved. This company is rude, harassing, abusive and has zero business integrity. I have filed multiple complaints with the Attorney Generals Office and now intend to file a civil action. DON'T DO BUSINESS WITH THIS GARBAGE COMPANY!

PenFed Credit Union Response • Sep 14, 2018

We received your Revdex.com complaint on August 31, 2018. We appreciate the opportunity to address your concerns.

I am very sorry to hear of the financial difficulties you are facing. When a loan becomes delinquent for any reason, we attempt to assist our members through a variety of avenues to resolve the delinquency. We appreciate your efforts to make partial payments in good faith while filing a request for assistance.

In response to your complaint, we reviewed the correspondence between you and our Delinquency Control Department. Our July payment deferment offer was made upon your agreement to make the August 2018 $769.42 payment and your completion of an Extension Agreement.

Unfortunately, we were unable to approve your request because the guarantor did not sign the Extension Agreement and over 60 months remained in your automobile loan term. I apologize for any inconsistent information you may have received about your deferment request. Our communication with you should always be professional and clear.

I understand on August 31, 2018, the Senior Manager of Delinquency Control made a new offer of assistance to help resolve the automobile loan delinquency. I hope you find that offer satisfactory. I encourage you to contact him directly to proceed or if you have any questions on this issue or anything else.

Thank you for being a member. It is our goal to be your partner in achieving financial wellness.

Sincerely,

Senior Vice President/Chief Credit Risk Officer

Just this month (August) I consolidated and refinanced my student loans with Penfed. I completed everything I needed to do, signed the papers online and was told to immediately login and make my first payment. After not being able to login with any information I had, I called penfed and was told to wait for an email that would contain the information.

After waiting for a week this email never came. Today, 08/31/2018 about 1015a.m., is the second time I have called about this issue and I was told by a customer service rep she can't help me and to "call back in 30 minutes because then I won't be here because my shift will be over"

Not only do I fear I will receive a late charge for my first month of my consolidated loan payments, but I have never been so disrespected and treated like absolute garbage by a service rep who was more concerned with her shift ending on time than she was even trying to help me. She would not transfer me to someone else, or try and schedule a call with a manager, she just hung up on me.

PenFed Credit Union Response • Sep 19, 2018

We received your Revdex.com complaint on September 14, 2018. We appreciate the opportunity to address your concerns.

We are very pleased to provide you with an Education Loan, and we would like to take this opportunity to welcome you to the PenFed community. Please accept my most sincere apology for our poor responses to your inquiries about your loan. You deserve to receive best-in-class service every time you contact us, and I am sorry your experiences did not represent this standard.

I understand you have been in contact with the Senior Manager of our Consumer Underwriting & Processing Department about your Education Loan and PenFed membership. We strive for continuous improvement and using your experience, we will look for ways to improve our processes. Please feel free to contact the Senior Manager again with any questions about your loan, or anything else.

I hope you are satisfied with our actions to help address this issue, and you will allow us the opportunity to prove our commitment to providing best-in-class service. We look forward to serving you with all your financial needs.

Sincerely,

Vice President

Consumer Underwriting & Processing

Customer Response • Sep 20, 2018

[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

Check fields!

Write a review of PenFed Credit Union

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

PenFed Credit Union Rating

Overall satisfaction rating

Address: PO Box 1432, Alexandria, Virginia, United States, 22313-1432

Phone:

Show more...

Fax:

+1 (800) 278-2212
+1 (202) 562-8210

Web:

This website was reported to be associated with PenFed Credit Union.



E-mails:

Sign in to see

Add contact information for PenFed Credit Union

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated