PenFed Credit Union Reviews (%countItem)
PenFed Credit Union Rating
Address: PO Box 1432, Alexandria, Virginia, United States, 22313-1432
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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.
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
[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 received a PENFED Pathfinder Rewards credit card several months ago. One of the benefits of the card is a $100 reimbursement for Airline purchases that include baggage fees and in-flight purchases. On June 12, 2018, I used this benefit by charging my baggage and making in-flight purchases. I received reimbursement for the baggage fees, but not the in-flight purchases. I have used 75 dollars of my benefit, but should get 25 dollars ( of the 26.98 I charged in flight ).
We received your Revdex.com complaint on August 27, 2018. We appreciate the opportunity to address your concerns.
We are pleased you chose a PenFed Pathfinder Rewards *** card, and that you have benefited from the rewards offered for your travel purchases. We regret a small portion of your purchases did not receive a statement credit.
PenFed and *** are reliant on the airlines to submit eligible purchases with the appropriate merchant codes to qualify as incidental travel fees under the Terms and Conditions. Regrettably, your inflight charges were not identifiable, resulting in a delayed credit.
We confirmed with *** that your purchases qualify, and submitted a request for your statement credit. The credit should appear on September statement.
We apologize for the delay and hope you will continue to use your *** card for all your purchase needs.
Sincerely,
Executive Vice President
Consumer Banking
[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
A late payment was charged to my credit report for the month of March 2018 for a line of credit and I had a $0 balance from February 2018 until March 2018 so there is no possible way for me to have a late payment for March 2018. I called and spoke to customer service who confirmed with me that I did not have a late payment for the month of February or March and that I would have to dispute it with the credit bureau which I did May 2018. I called again in June and spoke with customer service and the lady was completely rude, she told me that they would not remove the late payment from my credit report and then hung the phone up on me when I asked to speak with a manager. PedFed then closed the account in the month of July which I received no written notice, email, or phone call of these matters further taking a hit to my credit score.
We received your Revdex.com complaint on August 21, 2018. We appreciate the opportunity to address your concerns.
We do not change information that is reporting correctly. We believe the integrity of the information obtained through these agencies is reliant on all financial institutions reporting full and accurate information. Our Credit Bureau Corrections Department confirmed we did not report your PenFed Overdraft Line of Credit (OLOC) as delinquent to the credit bureaus in March of 2018. However, it was reported late twice between December 2017 and February 2018.
In response to your credit bureau disputes, we confirmed your OLOC was reporting accurately in both March and June of 2018.
If you have a copy of your credit report obtained directly from Experian, Equifax, or Transunion showing late reporting for March 2018, please provide it to us so we can submit a correction to that agency.
The report can be faxed to or mailed to:
PenFed Credit Union
Attn: Credit Bureau Corrections
PO Box 1432
Alexandria, VA 22313-2032
We understand your disappointment with the June 21, 2018 closure of your OLOC. Periodically, we review the current credit standing of members with line-of-credit accounts. If such a review suggests potential risks to the repayment of the balance owed or future use of the account, the line of credit may be closed. We sent a letter informing you of the decision on June 18th.
We appreciate and respect your efforts to improve your credit circumstances and credit bureau standing, and regret we are not able to grant your request.
Sincerely,
Vice President
Consumer Underwriting & Processing
I received a PENFED Pathfinder Rewards credit card a few months ago. One of the benefits of the card is a $100 reimbursement for Airline purchases that include baggage fees and in-flight purchases. On a trip in June (June 26, 2018), I used this benefit by charging my baggage and making in-flight purchases. I called ***, who administers the card, and was told that it may take 4 weeks to get a reimbursement. It has now been longer than 4 weeks and I have not received any reimbursement for the purchases. *** said that I needed to contact Pen Fed about this issue. I am asking that my credit card be reimbursed for $76.98. This is the total amount for baggage fees and in-flight purchases that are covered under the $100.00 benefit provided by this credit card.
We received your Revdex.com complaint on August 14, 2018. We appreciate the opportunity to address your concerns.
I would first like to thank you for carrying the PenFed Pathfinder Rewards *** credit card in your wallet. I hope you have enjoyed its many benefits.
We regret your air travel credits did not post to your account within the four-week period, as promised. We confirmed with *** that your purchases qualify, and applied $76.98 to your account on August 17, 2018. We apologize for the delay.
PenFed and *** are reliant on the airlines to submit eligible purchases with the appropriate merchant codes to qualify as incidental travel fees under the Terms and Conditions. Regrettably, your charges were not identifiable, resulting in the delayed credit.
We hope with the credit to your account, this matter is now fully resolved.
Thank you for choosing the PenFed Pathfinder Rewards *** card. We hope you are enjoying the rich rewards it offers.
Sincerely,
Executive Vice President
Consumer Products
[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
When I purchased the car, I was informed of the wrong due date, and once I found out abut the correct due date. I was already behind on the car payment. I notified Penfed Credit Union right away, and explained to them that I was not going to be able to make my payments on time do to the due date and if I could change the due date. I was already 2 months behind, and sending a payment in every 2 weeks, with the exception of 3 insufficient funds. As my due date is on the first of every month and I am not able to make that monthly payment on time. I have contacted customer service several ties, went in and spoke to someone face to face, e0mailed penfed several times, and they would nit help me, and they kept on harassing me 10 to 15 times a day with phones calls, after I have informed them that I would always be ate with my payment do to the payments being due on the 1st of every month. They still would not change my due date unless I was caught up on my payments, which the late fees were over 300.00 hundred dollars. I eventually asked to be notified VIA e-mail due to the harassing phones calls, which they did not do. Finally a customer rep via e-mail stated I could change the date and I replied with the new due date in the month of July and still nothing has been done. This has been going on for a year. Yes, I owe the money and yes it is my responsibility. All's I was asking was for to change my due date and I was harassed, became emotional stressed out as I would receive letters with them telling me if I did not get caught back up my car would be repossessed.
We received your Revdex.com (Revdex.com) complaint on August 8, 2018. We appreciate the opportunity to address your concerns.
We regret you have had difficulty making the payments on your PenFed Auto Loan, and that we have not yet been able to adjust your due date. There are specific requirements that must be met before we can move a payment date, and regrettably, and at the time of your initial request your loan did not meet them.
As some of those requirements have now been resolved, we would like to work with you to move your due date and reduce some of the late fees you incurred. Our staff has reached out to you to discuss the terms of this offer.
We noted you requested in September 2017 that we cease phone calls and communicate only by email. We have honored your request since that time until receipt and review of your Revdex.com complaint.
We would like to work with you to find a mutually agreeable resolution, and look forward to hearing from you soon.
Sincerely,
Vice President, Collections
[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
SOME ONE PULLED MY CREDIT WITH OUT ME TELLING THEM TO RUN MY CREDIT.I NEVER AGREED FOR THIS COMPANY TO RUN MY CREDIT. NOW I HAVE A HARD INQUIRE
We received your Revdex.com complaint on August 6, 2018. We appreciate the opportunity to address your concerns.
We would be pleased to look into this matter for you; however, we do not have enough information to research your concern. We have not been able to reach you by phone. We would appreciate if you could return our phone calls, or call member service at and provide additional information including the date of the inquiry.
We look forward to hearing from you.
Sincerely,
Vice President, Consumer Underwriting
I recently signed up for ***. I received my card but I am unable to sign-in on the app and I am unable to contact the company. A quote from Revdex.com
Revdex.com files indicate a pattern of complaints concerning order fulfillment, billing and customer service for ***.
They are charging me $20 for both my husband and me (a card for each) But we are unable to use the service because they will not reply or answer a phone.
I need for *** to put a hold on this monthly payment to ***. Otherwise I will have to cancel my *** credit card which would mean changing all my auto pay payments to another card first.
Ed - the supervisor in Member Services - says he cannot do that.
Surely someone at *** can help me with this problem.
We received your Revdex.com complaint on July 31, 2018. We appreciate the opportunity to address your concerns.
We understand your concern regarding the charges to your credit card account, and your desire to prevent future charges from this company. Thank you for taking the call from our Card Dispute Department. We hope the information they provided regarding pre-authorized charges to credit card accounts and their actions with the *** charges were helpful.
Thank you for choosing to carry a *** credit card in your wallet. We appreciate every opportunity to serve you.
Sincerely,
Executive Vice President
Consumer Banking
[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.
*** assured me the charges would no longer be charged to my credit card account and that they would try to get the money I had already paid refunded. I really appreciate their help.
Regards
I have an account through the Penfed Credit Union. They pulled my credit report and my husband's credit report 4 times when we joined. They admitted it was a mistake; however, they did not remove the inquiries. We decided to proceed with a mortgage through Penfed, they once again pulled our credit reports 4 times for this one transaction. They again, admitted it was a mistake but have failed to remove these extra inquiries from our credit reports. In addition, when we went to purchase a home, they informed me they ended our preapproval early because we went with a different lender, which was not true. These issues have significantly affected our credit and Penfed has done nothing to resolve them despite several attempts.
We received your Revdex.com complaint on July 30, 2018. We appreciate the opportunity to address your concerns.
Upon receiving your complaint, we thoroughly reviewed our credit inquiries completed for you. We follow credit reporting authorization guidelines when requests for credit are made. We found that between March 22, 2018 and July 24, 2018, we obtained your authorization for each credit inquiry for the applications submitted during this time.
In some circumstances when processing an application, we need a second credit review to consider all possible lending options. This was the case with your Power Cash Rewards *** application and resulted in a second inquiry on March 23, 2018. I am pleased we were able to approve your request.
We try to use an existing report when reviewing applications whenever possible; however, we made a third inquiry with your credit application on March 26, 2018. As a courtesy, we submitted a request on August 2, 2018 to remove this inquiry from your credit report.
We found a single credit inquiry on March 26, 2018 for your husband with your joint application.
Thank you for considering PenFed for your mortgage needs. We know you have many choices in the marketplace, and appreciate that you turned to us. Both you and your husband agreed to credit inquires with the submission of your April 30, 2018 mortgage application. There were errors on the reports we received and we requested corrections. The updated reports should not have appeared as additional inquiries. We regret this problem occurred and submitted a separate request on August 2, 2018 to remove these inquiries.
Our requests to remove the March 26, 2018 and May 2, 2018 inquiries were sent directly to ***. They will not allow the full removal of an inquiry; however, they will change them from hard inquiries, which can affect your credit score, to soft inquiries, which does not affect your score. The updates will be reflected on each of your credit reports within 90 days of this response. In the meantime, please allow this response to serve as confirmation the requests have been submitted.
I was disappointed to hear of your decision to close with another mortgage lender per your conversation with us on July 9, 2018. I am grateful for your interest in our real estate products. I hope the actions taken to resolve this issue meet with your satisfaction. We look forward to many more opportunities to serve you.
Sincerely,
Vice President, Consumer Underwriting
My complaint is that they have a hold on me making ACH transfers to pay my bill. The explanation that I was told was different both times. One said that my back put a hold on it and that was untrue because I called my bank and they did not put a hold on any transfers out of the account and the second was that I have had to many transfers out of a savings account that I have not used in 6 months. Also after informing the last *** I was speaking to that I am going to make a complaint about the issue they hung up the phone.
We received your Revdex.com complaint on July 26, 2018. We appreciate the opportunity to address your concerns.
Please accept our apology for the misinformation provided to you when you contacted us about electronic payments to your *** accounts. We recognize the assistance our representatives provide directly impacts the decisions and actions our members take; therefore, accuracy is essential. We regret your experiences were not reflective of our commitment to superior service.
Due to an issue with an electronic transfer around the time your membership was first established, we temporarily blocked the ability to make transfers to your *** accounts through *** Online. We have removed this restriction, and you should now be able to make your payments online.
We hope we have fully resolved this matter. We appreciate that you chose *** for your financial needs and look forward to assisting you for many years.
Sincerely,
Senior Vice President, Operations
Penfed *** will not apply a refund made by *** even though *** confirmed the money has been received by them.
Brief History of 12-15 calls made regarding this issue:
Week of Apr 23
- Called Penfed and asked it was OK for *** credited a purchase to an old card from a few years ago
- They said if the old card was reissued by us then it would be connected to the new card and automatically applied to it
5/2/2018
- *** refunds an old purchase of $1,028.36
5/31
- Begin calling Penfed because I don't see the credit on my account
6/11
- Penfed sends to research. Credit card no longer in Penfeds system
- Login into my Penfed account shows old credit card number, statements, and transactions
6/25
- Penfed cannot find the funds from ***
6/27
- *** confirms funds were transferred. Paymentech transaction result shows deposited and not canceled, refunded, or denied
- Penfed can still not find money
7/6
- *** provided the receipt of transfer confirmation with reference #s. Shared with Penfed
7/6 - 7/17
- Numerous calls to Penfed. No one can find money. Escalated to management.
7/20
- Penfed's Credit Card division sees the transfer was made but can not find money
7/23
- Conference call with *** to try and resolve. Credit Card department not open.
7/24
- A second attempt to joint call Penfed with ***.
- They confirm the received the credit from ***
- But still can't find the money, so they will not credit my account
We received your Revdex.com complaint on July 28, 2018. We appreciate the opportunity to address your concerns.
Please accept our apology for our poor handling of your inquiries about the merchant credit to your PenFed credit card account. Due to the age of the purchase, along with the account closure and removal from our active database, we have not been able to locate the credit *** issued in May of 2018. We apologize for the frustration and inconvenience this caused you.
Since the original account was closed, we have issued a $1028.36 provisional credit to your current account. We are working internally and with *** and *** to fully resolve this matter. We understand you have the name and contact information for your Dispute Analyst. She will keep you apprised of the claim status, and you are welcome to contact her at any time.
We hope this serves as the first steps toward restoring your confidence in PenFed. We appreciate your loyalty and patronage, and look forward to serving you for many more years.
Sincerely,
Executive Vice President
Consumer Banking
On 7.9.2018 I contacted *** at *** regarding a membership and signing up for the 'No Fee? rewards *** Credit Card. Their representative confirmed the 'No Fee? aspect of the *** Card. I was required to provide all my privacy data. A 'hard hit? was made against my credit history to qualify my application. I granted electronic access to my checking account to meet the opening balance requirement. After everything was accomplished I was informed that there was a 'Fee? if I wanted paper statements for the *** account, this is totally unacceptable. A 'Fee? is a 'Fee? it does not matter the amount or how that 'Fee? is assessed or coded! I asked that everything be canceled, including the electronic withdrawal from my checking account. I was told that I would receive a check in the mail for the refund in question. I wasted 45 minutes on this and they would have me believe that they cannot stop the electronic transfer of my funds or electronically return said funds from where they came when the transaction was than an hour old, I think not! If the false representation of their *** program as they described initially isn't illegal, it should be!
We received your Revdex.com (Revdex.com) complaint on July 16, 2018. We will provide a copy of this response to the Revdex.com. I appreciate the opportunity to address your concerns.
I regret there was a misunderstanding about the terms of the *** Signature credit card. We advertise this product as having favorable fees without annual or foreign transaction fees. We also state the $1.00 statement fee can be avoided by enrolling for e-statement notification. I am sorry to hear the possibility of this fee caused you to withdraw your application and close your *** membership.
*** also offers a no-fee credit card, the Promise *** Card. It does not provide the rewards of the Signature card; however, fees are never assessed, including a statement fee. You can view all of our credit card products and their terms on our website at ***
You are correct, we can cancel an electronic transfer within the same business day. I apologize that our Member Service Representative was not aware of this. Your complaint was shared with management to be addressed with the employee.
We closed your *** membership on July 12, 2018 by issuing a $25.00 check to you for your July 9, 2018 deposit. For audit and regulatory reasons, we cannot delete your membership information, the account transactions, or application from our systems.
I hope this information allays your concerns, and you will find a reason to consider *** for your financial services in the future.
Sincerely,
Senior Vice President
Payment Products & Services
I reached out to *** regarding a Car Vehicle Warranty service that they provide through ***. I used *** because *** does not sell direct but through intermediaries. I inquired as to how long it would take for them to send the information over to *** and when the warranty would be active. I was signing up for the warranty service since my vehicle warranty had just expired and I wanted coverage and peace of mind since this vehicle is our primary family vehicle. I signed up for the warranty on June 30th and paid for the service immediately and have called *** 5 times and spoken to supervisors and been promised that the information would be sent this evening and also been told that I would receive call backs on multiple occasions. This morning, I was hung up on with a supervisor and never received a call back from the supervisor. It has been almost 2 weeks now and *** has told me that their process is very quick but *** needs to send over my information. I have been a good customer to *** and also have a car loan through them that I pay extra towards and have never missed or been late on a payment. I currently have my money sitting in limbo without a service I paid for two weeks ago and no coverage.
We received your Revdex.com complaint on July 13, 2018. We appreciate the opportunity to address your concerns.
I am pleased you chose to purchase an extended warranty plan through ***. We believe the *** plan offers exceptional value at low cost.
I regret we did not give you a realistic idea of how long it would take for your new plan to be issued. We must first verify the funds used to pay the premium, and then forward the request to our provider. This can take up to two weeks. I apologize for our poor communication with you on this matter.
Your plan was issued on July 16, 2018 effective to June 30, 2018. Your coverage can be leveraged for any covered vehicle issue that took place on or after June 30, 2018 through the end of your coverage period. You will receive the *** documents by mail directly from the provider.
I hope we have fully resolved this issue. Thank you for choosing *** for your automotive financing and warranty needs.
Sincerely,
Vice President, Consumer Underwriting
became my preferred lender, even beating out *** for whom I’ve been a member 27 years. But the shift back to *** is happening.
My complaint centers around extremely poor customer service. This happened as recently as 29 June 2018, as well as several weeks prior and even a few months before that. There was a fraud investigation involving two credit cards that were stolen from me and the crime spree that followed. *** was initially right on top of it for one card (not the other) and when the police were prosecuting one fo the two individuals they were no where to be found. (fortunately that person was found guilty).
Now the 2nd person is up to stand trial, and the district attorney in *** needs additional details, and *** just transfers me and transfers me and then I get cut off, and never a call back. (POC is assistant DA Jeff M at ***)
I wonder what *** would think if it got out that *** dos not cooperate in police investigations (yes was a victim) of *** credit cards. I would think that would put *** card holders at risk of credit card theft (even more than they currently are).
I was *** to stop avoiding legitimate customer requests. I have nearly $100k in *** loans, and that balance would be less if the parties standing trial (who are tied to other crimes against me) were brought to justice.
We received your Revdex.com complaint on July 3, 2018. We appreciate the opportunity to address your concerns.
We regret you were the victim of fraud. We recognize resolving issues of this nature is particularly taxing, and understand your recent contact with our representatives did not help to alleviate this. You are valued a member, and we wish to reflect this in every contact we have with you.
Our Card Fraud Investigations team is actively working on acquiring the full 2016 file for your fraud case, and will provide the documents to the Assistant District Attorney in support of the case.
We hope the service you received over your many years of membership helps to overshadow this unfortunate event. We look forward to continuing to serve your financial needs for years to come.
Sincerely,
Senior Vice President,
Payment Products and Services
[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:
It would appear *** offer to re-engage the legal process has come too late.
It would appear they are not interested in discouraging illegal credit card use. In fact, *** posts my local police subpoenaed seem to indicate banks in general support stealing from their customers, by their inaction.
The losses incurred against me cannot be counted up in dollars. But the thousands you lost, only amounted to $467.35 in *** the state what was going to charge the suspect, and since I don’t live there, and you don’t do business there, there are no *** victims.
I wish to have the contact info for the responder so I may also engage them directory.
Its time *** Credit union has the complete story of the damages incurred, and why I wish assistance to move all my accounts back to where I started 26 years ago, ***.
I wish Pen Fed read and understand cascading chain of events that followed. (forthcoming)
Respectfully,
Patrick
Regards,
Patrick Mcneil
I regret you are dissatisfied with our response to your initial complaint. We received notification of your rejection from the Revdex.com on July 24, 2018.
I understand you spoke with our Senior Fraud Specialist on July 20, 2018. I hope that conversation was helpful in understanding ***’s role in the prosecution of fraud claims involving *** accounts.
We have not been contacted by the District Attorney about the fraud cases with your credit card account. We have the files ready to provide, and have reached out to their office; however, they have not yet sent us a subpoena for the documents. We will certainly act quickly when the subpoena is received.
I assure you, we are committed to protecting our members’ accounts. Not only are we proactive in the prevention and early detection of fraud, we work with law enforcement when they contact us for claim information.
I hope this additional information allays your concerns.
Sincerely,
Senior Vice President,
Payment Products and Services
I sold my house and the mortgage (#***) was paid off on June 12, 2018. PENFED sent $1,432.20 to the *** County Treasurer's office on June 4, 2018 for my semi-annual tax bill. On June 11th, the day of closing, the PENFED check hadn't been received and $1,432.20 was paid by my closing proceeds. I called PENFED on June 12th to inquire when I would receive an escrow refund check for this money. I was told by a customer service representative, that when PENFED received the check back, I would receive my refund.
After numerous telephone and e-mail correspondences (PENFED Problem ID), I finally got the PENFED tax department to inquire with *** County Treasurer's Office to find out what occurred. *** County said they sent the check back on June 21.
I have a PENFED letter that states all money will be refunded within 10 business days. PENFED elected to wait to send my Tax payment til the last minute and it wasn't received in time for closing. I should not have to wait any longer for my Escrow refund.
Thank you for your help in this matter.
Sincerely
Dear ***,
We received your Revdex.com complaint on June 28, 2018. We appreciate the opportunity to address your concerns.
Upon receiving your complaint, we thoroughly researched the circumstances surrounding your June 4, 2018 property tax payment and subsequent mortgage payoff. On June 5, 2018, we received a request for a pay-off quote, and it was provided the following day. However, this request did not inquire about your property taxes.
Your mortgage was paid in full on June 12, 2018, and we confirmed with the *** County Tax Office that they issued the property tax refund on June 21, 2018. However, the check has not yet been approved for release. To prevent further delay in issuing your refund, we advanced $1,432.20 to your escrow account and mailed a check to you on July 5, 2018.
We hope the actions taken to resolve this issue meet with your satisfaction, and you will continue to keep PenFed in mind for your future financial needs.
Sincerely,
Sr. Vice President, Mortgage Servicing
[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 had I not contacted and made the complaint to PENFED's Chairman of the Board, I might still be waiting for my refund. PENFED knows that they did not send my escrow refund in the 10 business days they stated they would do so. The eventual resolution is satisfactory to me.
Regards
I filed a fraud claim on several charges on June 15th. From June 18th-June 26th I called and emailed numerous times daily to either speak to someone in the fraud department or to have someone call me back in regards to my claim. I was consistently denied access to the department, being told different things in regards to my claim. I also asked to have a password added to my account so no one would be able to access it. I was told the paperwork would be overnighted and I would receive it by the 18th of June. It was sent standard ground mail and I did not receive it until June 23rd. Finally, I was told that the manager of the fraud department would be calling me back in an hour on June 26th at 9:28 AM, CST. However, I did not receive a call until 4:48 PM, CST. The manager Marylinn W had a horrible attitude, laughing as I explained the situation and implying that I was lying about the fraud. I explained that I already filed a police report with the Police Department and I already emailed it. She stated that they had never received an email from me, I explained I have every email chain including responses from people in her organization. She then stated that I had to complete an affidavit and have it notarized, mailing it back. I explained if that was the case I wanted the paperwork sent overnight to my address and I would do as asked. It is now 5 PM, CST on the 28th. I took an entire day off of work to be here when the paperwork came and it has not. In fact, nothing was sent. I spoke to the fraud analyst today, Sara Hill and sent her a copy of the police report that I have been given and for whatever reason she has insisted that it is not the correct report and that I have to send another report. I explained to her that the report I sent is the report I got directly from the headquarters of the Police Department and there was nothing additional I could do. It has literally been one thing after another dealing with Pentatgon Federal. They lie so much they cannot keep up with what they've said
We are sorry to hear there were unauthorized transactions using your PenFed debit card. We make every attempt to resolve these claims as quickly as possible. We regret you feel the service you received did not reflect our commitment to provide best-in-class service.
Upon being notified of your claim on June 16, 2018, we began work on your report of multiple unauthorized transactions occurring between March 22, 2018 and June 16, 2018. The regulation regarding unauthorized card claim processing allows us 10-business days to issue a credit from the date you report the fraud. We provided the $949.43 provisional credit on June 30, 2018 within the required timeframe. It is our goal to process provisional credit more expeditiously wherever possible, and I regret we were unable to do so with your claim.
We are actively working your claim, and looking to receive further documents from the involved merchants and from you, including a clarifying Fraud Affidavit and a second police report specific to the unauthorized activity on your PenFed account.
You can expect to receive a final resolution of your claim by August 2, 2018, in keeping with the Electronic Fund Transfer Act.
We hope this response helps to alleviate your concerns and we are on our way to rebuilding your trust in our abilities to meet your financial needs.
Sincerely
Senior Vice President
Payment Products and Services
I've contacted *** several times about removing a hard inquiry they placed on my credit report. I've been a member with *** for 4 years. Last year I opened a checking account and they never stated to me they were going to run my credit just to open a checking account. I called *** once I discovered this and they stated to me the request for removal was done that same day. It never happened. Everytime I call they say that there is no inquiry on my report and there is in fact a hard inquiry inquiry on my report. *** has had me in circles regarding this hard inquiry as it is keeping me from qualifying for a home mortgage for my family and children and I would appreciate if they gave me a call email or have this inquiry removed
Dear ***
We received your Revdex.com complaint on June 26, 2018. We appreciate the opportunity to address your concerns.
We regret you have had difficulty getting information about the consumer credit inquiry that resulted from your request for a *** checking account on September 25, 2017. When we take an application, we state, “It is our policy to obtain a credit report. Do you consent to this?” The Member Service Representative does not move forward with the request if consent is not granted.
In addition, the *** Membership Disclosures provided to you when you opened your membership and available on *** state in part:
D. CREDIT REPORTS. I understand that *** 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 *** products and services.
As the inquiry is related to a request for a *** account, we do not find a basis to remove it from your consumer credit report.
We realize this is not the outcome you had hoped for, and hope this response is helpful in understanding our decision.
Sincerely,
Vice President, Consumer Underwriting & Processing
I have been a *** member for over a year. I have/had a checking, savings, credit card, and checking line of credit with them. I was very happy and satisfied with their products and service; so much so, I recommended them to friends and family.
Well, all that came to a crashing halt a few days ago. I recieved a message from them saying that due to a recent credit report review showing 'delinquency status', that they are closing my line of credit. I immediately sent them an email, and they responded with an apology, saying it was a mistake and my account remains in good standing.
On the next day, I logged on to pay my credit card bill, and saw the line of credit was gone, and my credit card showed as closed. I then noticed a second message saying the same thing as the first, but in reference to my credit card. I called their CS line, and was basically spoken down to and told my credit must have gotten worse and there was nothing they can do.
Well, my credit has gotten better than when I first joined them. Sure, there has been fluctuations, but only due to utilization, not negatives. I haven't had any late/missed payments, charge offs, or any other negatives on my reports since joining ***. According to their site, my Fico 9 score is 610, but according to Fico itself, it is 634. So, they may have pulled it at an exact wrong moment when utilization was up, but that wouldn't have lasted longer than a week. Or there was a mistake. Seems crazy that they would close my accounts for that.
As I said, I really enjoyed doing business with them, and thought that I was a good customer/member. I never missed a payment with them, or had any other negative activity. I'm hoping that this was done in error, and that it isn't their normal business practices.
This really caught me off guard, and isn't in keeping with their great reputation. Heck, when I first saw that I had a message, I thought it might be a credit increase, since my credit has improved. Silly me.
Dear ***
We received your Revdex.com complaint on June 25, 2018. We appreciate the opportunity to address your concerns.
Periodically, *** reviews the current credit standing of members with line-of-credit accounts. If such a review suggests potential risks to the repayment of the balance owed or future use of the account, the line of credit may be closed. Your Overdraft Line of Credit (OLOC) and Visa accounts were closed after such a review.
The email sent to you on June 21, 2018 mistakenly stated the notice about the closure was an error. *** management was made aware of this misinformation, and they apologize for the confusion and inconvenience it caused you.
We obtained your *** credit score and the key factors contributing to that score. *** uses a customized scoring system that may differ from that of other financial institutions or the score you receive directly from the credit reporting agencies.
Our decision was based on this information. A full credit report was not used and is needed to consider whether the accounts can be reopened. Thank you for providing your consent for the credit report inquiry.
We carefully reviewed your request again and full credit report. Unfortunately, based on the information contained in your credit report, we are not able to change the original decisions. An Adverse Action Notice was mailed to you on June 29, 2018 with our findings.
I hope this response addresses your concerns.
Sincerely,
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 response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
My credit scrore and report have improved since originally being approved for these accounts. To reiterate, my credit profile was worse when I opened these accounts than when they decided to arbitrarily close them. By a good margin.
I was a good customer to ***. I never missed a payment and never went over my credit limit. Never came closer than ~$1000 or so of my credit limit.
There have been no negative items on my credit report from anyone, of any kind, in the time since opening my *** accounts. Nothing since a couple/ few years prior to opening ***. I have been working diligently to clean up the few errors that I've made over the years, and have steadily improved my profile.
So, their response that I've somehow become more of a risk to them does not hold water. It simply is illogical. So, I wish for my complaint to stand because I feel that it is important for other potential customers to know what can happen to them, and how terrible they treat their members.
Regards
I regret you are not satisfied with our response to your original complaint and can understand your disappointment with our decision.
We very much appreciate that you have made on-time payments to your *** loans. When evaluating whether a member’s credit standing is within our guidelines, we look at many factors, including handling of accounts with other creditors, the amount of debt owing and the amount available to borrow, the number of new accounts and credit inquiries, as well as repayment history. In your case, we agree with your assessment that there have been no late payments to *** or other creditors since your *** accounts were opened. That being said, our review of your recent consumer credit report found several changes that raised concerns about your credit utilization, number of recently opened accounts opened, and number of accounts with balances, and we based our decision on this information.
I encourage you to obtain a free copy of the *** credit report we used from their website, ***.com, or by phone at ***.
I hope this additional information is helpful in understanding our decision.
Sincerely,
Vice President
Consumer Underwriting & Processing
Hello, I would like to make a complaint I have experienced the worst customer service that I have ever experienced in my life I was treated horrible by numerous representatives also by supervisors knowing calls are not being recorded no compassion or consideration for customers very offensive I think the calls should be monitored and recorded like other institutions I informed each representative the call was being recorded for my protection because I was lied to many times by this institution my credit was pulled without my permission I informed supervisor *** she was very rude sarcastic and racial profiling
This letter is in response to your complaints filed with the Revdex.com and the Consumer Financial Protection Bureau (CFPB). They were forwarded to *** on June 22, 2018. We will provide a copy of this response to the CFPB and Revdex.com.
I regret you feel you were treated poorly by our representatives and want to assure you none of our actions were a result of profiling of any kind. Our questions stemmed from the need to verify your identity, and I apologize if any of those inquiries made you uncertain about our intent.
We must comply with numerous regulations, two of which are the Identity Theft Red Flags Rule, a component of the Fair and Accurate Credit Transactions (FACT) Act, and the U.S. PATRIOT Act. These federal regulations require that we take measures to verify the identity of any person opening an account. Additionally, the Red Flags Rule requires financial organizations to implement an identity theft prevention program designed to detect indicators of identity theft, take steps to prevent the crime, and mitigate its damage.
We were not able to verify your identity sufficiently when you opened your membership in March of 2016 or with your June 22, 2018 credit application. Thank you for sending some of the identity documents we requested. Regrettably, we were not able to verify the information and documentation you provided to us, and this lead to our additional questions.
Thank you for providing your feedback about your experience. It is helpful to us as we monitor and mentor our employees. Based on your consent to obtain a consumer credit report with your application for a *** credit card, we will not remove the June 22, 2018 inquiry. At your request, we closed your *** membership and issued a check on June 23, 2018 for your funds on deposit.
I hope this letter helps to allay your concerns.
Sincerely,
Senior Vice President, Operations
Noticed additional annual charge on credit card statement. Was unaware of annual fee added to card which was not in place when originally issued. Contacted PenFed, and they are unwilling to downgrade or change card to different credit card without an annual fee. Typical bait and switch. After establishing credit history, they added the annual fee and reduced rewards associated with card.
We received your Revdex.com complaint on June 12, 2018. We appreciate the opportunity to address your concerns about your PenFed Platinum Cash Rewards *** account.
We perform periodic reviews of all products and services and changes are made as necessary to balance costs and revenue. We have offered rewards products in varying forms for many years and have at times adjusted them to maintain the program’s integrity and the credit union’s financial strength. In August 2013 we mailed a letter to you informing you of the reduction in cash rewards earned with the Platinum Cash Rewards *** accounts and the assessment of a $25 annual fee to account holders who did not also have a qualifying PenFed product. To avoid the fee, you were given 45 days or more to acquire the qualifying products. You also had the option of closing the account if you did not accept the changes in the terms of your account.
As a reminder, Platinum Cash Rewards *** accounts earn 3% gas rewards and include a $25.00 annual fee. If you have qualifying PenFed products, your annual fee will be waived, and you will earn 5% cash back on gas purchases. Qualifying products include:
• Money Market Savings Account with a balance.
• Thrifty Credit Service or Personal Line of Credit.
• Active checking account with a monthly direct deposit of $250.00 or more.
• Money Market or IRA Certificate.
• Mortgage.
• Equity Loan or Equity Line of Credit.
• Auto, boat, motorcycle, travel trailer, personal and educational loans.
If you would like a different PenFed credit card, our lending policies require that you submit an application for new products. Our lending decisions are based on your overall credit standing, not just that with PenFed.
Thank you for carrying PenFed credit cards in your wallet. I hope you will take advantage of one of the qualifying products to increase your cash back and avoid the annual fee in the future.
Sincerely,
Senior Vice President,
Payment Products and Services
[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:
You state you sent an letter...well is do you have an acknowledgement from me that I received said letter advising of your bait and switch? I call bs
Regards
Dear ***,
We regret our response to your Revdex.com complaint did not fully address your concerns.
The change of terms notice we mailed to you in 2013 notifying you of the *** account annual fee was not sent by certified mail. However, it was sent to your address on file with us.
You were first charged an annual fee in June of 2014. We placed a reminder on the statements prior to the month in which the fee was assessed. Portions of your May statements from 2014 to 2018 showing the notices are provided.
We hope this additional information fully resolves this matter, and that you have benefited from the hundreds of dollars of cash rewards you have earned over these years with your PenFed *** card.
Sincerely,
Senior Vice President,
Payment Products and Services
I joined Pentagon Federal Credit Union a couple of years ago, and was offered a *** DEFENDER card with a $10,000 credit limit. I am a military veteran on a pension, and had a high balance on the card but was always on time paying it except for one particular time a few months ago. After that, the credit union cancelled my card and sent me a notice stating they were also reporting me to all three credit bureaus. I think this is very unprofessional, and mean-spirited. I am no longer banking with PenFed, but with ***--where they treat veterans with some respect. My account is still open, but PenFed is expecting me to make high payments now. And they are harassing me with daily phone calls-several times a day. I cannot make those high payments. And will not, since they already hurt my credit badly. They should be investigated.
We received your Revdex.com complaint on June 6, 2018. We appreciate the opportunity to address your concerns.
We understand your disappointment with the closure of your $10,000 PenFed Defender ***. A line of credit may be closed if, in the judgement of our Lending Services Department, the account activity and management suggest potential risks to the repayment of the balance owed or future use of the account.
In the case of your PenFed Defender *** account, our March 12, 2018 decision to close it was based on the delinquent and over-limit status of the account, coupled with the returned March 7, 2018 $1,000 Automated Clearing House (ACH) payment due to insufficient funds. I understand we sent a letter informing you of the decision on March 12th.
The account closure was in keeping with Cardholder Agreement and Disclosure Statement, which is available on our website at the following link: https://www.penfed.org/c***
We have not received payment to your account since March 15, 2018, despite our attempts to speak with you. Closure of the card to further purchases does not restrict the ability for you to remit payment online, by check, or money order, or any one of our collections counselors can assist with a payment by phone. Given the account’s delinquent and over-limit status, we are not able to re-open it.
I hope my response clarifies our decision. Please contact one of our PenFed collections counselors at with any additional questions regarding the account and to make payment arrangements.
Sincerely,
Senior Vice President/Chief Credit Risk Officer