Pentagon Federal Credit Union

no complaints other than no cs rep will answer the phone...I want to opt out of cc ending with 5426 . please send confirmation
Don McKnight
1089 woodgate ext
Humboldt,Tn 38343 (731 617 1731)

[redacted] FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .InboxPentagon Federal Executive CorrespondenceAttachments6:PM (hours ago)to me Hello [redacted] , We missed our due date on this complaint and mailed our response to [redacted] Pasted below is a copy of that letter for the Revdex.com’s recordsThank you, Barbara W***Coordinator Executive CorrespondenceOffice of the Chairman of the BoardPentagon Federal Credit Union This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual to whom it is addressedIf you have received this e-mail in error, please notify the senderThe recipient should check this e-mail and any attachments for the presence of virusesWhile Pentagon Federal Credit Union makes every attempt to prevent the transmission of any viruses, it is not responsible for any damage caused by any virus transmitted by the e-mail [redacted] ***Tarrytown, New York *** Re: Fraudulent Membership Dear [redacted] , Your complaints filed with the Revdex.com regarding the Pentagon Federal Credit Union (PenFed) account fraudulently opened in your name were received in my office on November 3, and November 7, I appreciate having the opportunity to address your concernsOn October 21, 2014, your identifying information was provided to us through our website, www.PenFed.org, and used to open a PenFed membershipA share (savings) and two checking accounts were opened on this membershipApplications were also submitted and approved for a PenFed [redacted] Promise credit card and a Thrifty Credit Service (TCS) line of creditOn November 3, 2014, you contacted PenFed by phone and informed us this membership and the associated accounts were opened fraudulentlyIn response, the credit accounts were immediately closedBy November 5, 2014, the membership and all associated accounts were closedWe regret any frustration caused by correspondence you may have received during the time we were closing down the membershipA request was submitted to all three major credit reporting agencies to remove any record of the [redacted] and [redacted] accounts, and to [redacted] specifically to remove the hard inquiry made when this membership was opened [redacted] will not allow the full removal of an inquiry; however, they will change it from a “hard” inquiry, which can affect your credit score, to a “soft” inquiry, which does not affect your scoreA letter containing the information used to open the membership and how it was supplied to PenFed was mailed to you on December 5, An Affidavit of Forgery was also mailed to you from our Card Fraud Department to confirm the charges made to the PenFed Promise [redacted] are fraudulentWe received the completed affidavit from you on December 5, The credit card fraud case will be finalized and you will receive no further contact from PenFed on this matter [redacted] Tarrytown, New York [redacted] We regret any frustration this experience caused you and hope you find this to be a satisfactory resolution Sincerely, Vincent *G [redacted] Vice President, Security and Facilities cc: Revdex.com

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have in fact closed the account because I have a sneaky feeling that you make a lot of money collecting these feesI can not help but wonder how many mortgage applications are denied after you have accepted these feesI have already been approved by [redacted] , but I have declinedI would not be in this financial mess today if the Pentagon prevented the Trade Center from falling downGood luck to you Regards, [redacted] ***

Dear ** [redacted] ,> Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage application was received in my office on June 22, I appreciate having the opportunity to address your concerns I am sorry to hear of your dissatisfaction with our handling of your mortgage applicationSince your prior refinance in May of there have been significant changes in mortgage lendingCongress sought a way to address some of the issues that led to prior problems in the mortgage industryThe end result was the creation of the Qualified Mortgage, a precisely defined and tightly regulated type of mortgage meant to protect borrowers from predatory lending and insulate lending institutions from claims that they participate in predatory lending practicesPenFed has a long history of conservative lending and keeping the best interest of members in mind, made the decision to adhere to Qualified Mortgage guidelines for both first and second mortgagesThis change went into effect in January of Qualified Mortgage guidelines require careful documentation of the borrower’s ability to repay their loanThe “Ability to Repay” rule includes, but is not limited to, verifying current income and assets, employment status, debt obligations, and the monthly debt-to-income ratioIn addition, specific standards for obtaining documentation to substantiate a borrower’s income and obligations were established with which we must comply In reviewing your application submitted on March 23, 2014, I see a tentative closing date was provided of April 30thWhile every attempt is made to adhere to the tentative date, it is dependent on many factors both within and outside of our control, and this cannot always be accomplishedIn recognition of this, we provide a generous rate lock period of days, which exceeds the tentative closing date I am sorry there was a delay on our end after we received a report that the appraised value of your home was not sufficient to meet the loan amount you requestedAs a result, we were required to issue a counter offer and we were slow to do soI also noted that as a result of Processor changes, there were times you were asked for information you had previously providedI sincerely apologize for the frustration these issues caused youThis is not the level of service we seek to provide In spite of this, we contacted you on May 20th to set a closing date, which was prior to your rate lock expiration date of May 23rdAt that time, you chose to delay closing to reduce the amount of pre-paid interest required at closingYou selected a later date after being informed it would exceed your rate lock expiration date At the time of your application, you were provided with our rate lock disclosures and given the option to lock, float or purchase rate protectionThe rate-lock disclosures state: If the closing of a loan does not occur within the lock commitment period, the loan rate will be relocked for a new commitment period equal to the term of the initial lock commitment period and will be the higher of the current rate at the date and time of expiration or the rate at time of initial lock for the program selected You chose to lock your rate at 3.125%On the date of the rate lock expiration, the rate for a 15-year, fixed rate mortgage had climbed to 3.375%As you were aware that the closing date you chose was beyond the rate lock period, I do not find cause to provide the lower rate on your now closed mortgage I asked ** [redacted] to contact you to discuss your concerns in further detailUnfortunately, as of this date, you and she have not been able to coordinate a time to do soI hope you will make contact in the near future I appreciate that you turned to PenFed for your home financing needs and regret this experience has left you with an unfavorable impression of the credit unionI ask that you allow us the opportunity to restore your confidence in our ability to meet your financial needs and treat you as a valued member of PenFed Sincerely, [redacted] Executive Vice President/CAO

Dear [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) accounts was received in my office on August 14, I appreciate having the opportunity to address your concerns We perform periodic reviews of all products and services and changes are made as necessary to balance costs and revenueIn August we made the decision to reduce the cash rewards earned with the [redacted] Platinum Cash Rewards accounts and assess an annual fee of $on all accounts where the cardholder does not have a qualifying PenFed product We mailed letters to accountholders on August 31, informing them of the upcoming reward changes, the annual fee that would be assessed in and the ways in which the annual fee could be avoidedAs you did not choose to open a qualifying account, your [redacted] account was set to be assessed an annual fee in July of The Money Market Savings Account (MMSA) you opened on July 7, with a $deposit does qualify your [redacted] account for the higher cash reward and annual fee waiver; however, as noted in the August 31, letter, approximately days is required to upgrade the [redacted] account from the date of opening the MMSATherefore, the MMSA was not opened in time to prevent the assessment of the annual fee on July 26, I regret this was not identified and resolved either at the time of your call on July 7th or the call after the annual fee was assessedClearly, your intent was to meet the requirements for the waiverI approved a refund of the annual fee to your [redacted] account on August 13, I noted that you closed the [redacted] in the interimAdditionally, your MMSA was closed on August 12, and the $deposit mailed to you by check I am very sorry this incident caused you close these accountsI hope you will give some consideration to reopening themShould you choose to do so, your [redacted] will not be assessed the annual fee and will earn higher cash rewardsMsBarbara W [redacted] would be pleased to assist you with the reopeningShe can be reached at ###-###-#### by requesting to be transferred to extension [redacted] or by dial direct to ###-###-#### extension *** I sincerely hope you will allow us an opportunity to restore your confidence in our ability to meet your financial needs and treat you as a valued member of PenFed Sincerely, Kevyn [redacted] M [redacted] Executive Vice President/COO

Dear [redacted] ***, Your complaint filed with the Revdex.com regarding the closure your Pentagon Federal Credit Union (PenFed) credit accounts was received in my office on December 3, I appreciate having the opportunity to discuss this matter with you On November 10, 2014, you submitted applications for a Personal Line of Credit and a PenFed Platinum [redacted] Signature credit cardAn email was sent to you the same day requesting your two most recent paystubs and your W2s, which you promptly providedThe PenFed Platinum [redacted] Signature application was approved on November 12, and the Personal Line of Credit application was approved on November 13, However, upon further review of the documents, we found discrepancies between identity information you provided to us and the information appearing on your income documentsUnfortunately, we have been unable to verify the authenticity of your income documents against information provided to us by the Social Security AdministrationAs these documents were the basis upon which your Personal Line of Credit and PenFed [redacted] Platinum Signature applications were approved, both accounts were closed on December 15, Adverse action letters were mailed to you the same day In compliance with the federal Equal Credit Opportunity Act, PenFed takes seriously its responsibility to promote the availability of credit to all creditworthy applicants without regard to race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to contract); to the fact that all or part of the applicant's income derives from a public assistance program; or to the fact that the applicant has in good faith exercised any right under the Consumer Credit Protection ActThe final action and decision on your accounts were based solely on the inability to verify the authenticity of the income documentation provided to usI regret you feel discrimination may have been a factor in our decision to close your credit accounts Sincerely, Fred R [redacted] Senior Vice President Chief Credit Risk Officer

All those who are considering using the Pentagon Federal Credit Union bill paying service are well advised to buy more checks and mail your payments Over the last two months about 10% of my payments have gone awry...in each case the payee recognized the fault was of the PFCU payment system and reversed all late and penalty charges You may not be as lucky The PFUC system is running at about a 10% failure rate on all electronic payments from my account, often either double paying or not sending the check to the proper address PFCU particularly has a problem with Chase Mortgages, and Equity Loans Payer beware!

Dear Mr [redacted] Your rejection of our response with the Revdex.com regarding your PenFed equity application was received in my office on January 26, I would like to now further clarify our position with regard to our decision I again apologize for the confusion regarding our decision on your equity application and regret I was unavailable in early January to take or return your calls Thank you for taking the time to speak with me on January 19, I hope this discussion clarified the basis for our decisionThere is information provided in tax returns that affects total net rental income, which is the amount used in our determination of your debt-to-income ratioWe therefore cannot use the income information solely from W-2s and 1099s Though we could not approve your current application due to an inability to fully verify your stated income, once you have filed all your tax returns with the IRS, we would be glad to review your situation again I hope we will have the opportunity to consider an equity product for you in the future Sincerely, David PJ [redacted] Vice President, Second Trust Operations Pentagon Federal Credit Union

You still have not addressed my concern fully, and since you have stated you are no longer willing to work to resolve this, I will contact the FTC about your advertising and/or bait-and-switch I might even file a small claims case against you, as this amounts to thousands of dollars of interest over the life of the promotion that I wasn't supposed to have to pay Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear ** [redacted] , class="MsoNoSpacing"> Your complaint filed with the Revdex.com regarding your father’s Pentagon Federal Credit Union (PenFed) account was received in my office on July 8, I appreciate having the opportunity to address your concerns Please accept my sincerest apology for the service your father receivedWe strive to provide our members with the superior service they deserve, and I regret this was not demonstrated in this instanceSince the account is solely in your father’s name, I am unable to discuss the details of the situation Be assured your concerns were given their proper attention and contact was initiated directly with himI am confident the situation has been resolved to the satisfaction of all parties involved Sincerely, [redacted] Executive Vice President/COO

'Leelawadee','sans-serif Dear [redacted] ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage refinance application was received in my office on April 14, I appreciate having the opportunity to address your concerns In reviewing your file, I see we also responded to your past communications regarding this issueThe responses from the Office of the Chairman of the Board and the President are included with this responseI hope those responses adequately addressed your concerns with our service and the income verification process When you completed your online application, you indicated your intent to have us proceed with processing your refinanceWe therefore began ordering the necessary services to move forward with your requestEach of these orders incurs a fee from the party performing the service, including application submission, appraisal, flood certification, and credit reportWe have, in good faith, already paid these third party fees on your behalf with the understanding if the application did not close, you would reimburse us for those costs However, as a goodwill gesture, and due to the concerns you expressed, the full amount of those fees is being refunded to your credit card I appreciate your interest in our PenFed real estate offerings, and the time you took to share your concernsYour opinion is important to us, and I hope the future brings opportunities to provide you with financial assistance Sincerely, Cindy G [redacted] SrVice President, Mortgage Originations Pentagon Federal Credit Union

[redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received in my office on May 7, I appreciate having the opportunity to address your concerns I am sorry to hear you had difficulty performing a balance transfer to your PenFed [redacted] to take advantage of our promotional ratesAs you noted, our disclosures provided with the balance transfer advertisements and at the time of initiating a balance transfer state that credit approval is required to qualify for the promotion Each consumer credit reporting agency calculates a credit score using its own proprietary model, which differs from the model used by [redacted] Corporation for the FICO scoreThe scores generated by the credit bureaus differ in what they are meant to predict, the statistical methods used to determine a creditworthiness score, the data used and how they are weightedIt is not unusual for the scores to differ for the same borrower, not only between the scores each credit bureau provides but also from the FICO scorePenFed does not use either a proprietary model or the FICOInstead, we use the [redacted] score provided to us by [redacted] , as we feel this best fits our lending guidelines We obtain periodic credit scores for our members who have line-of-credit accountsTo limit the number of full credit inquiries performed, when determining approval of a promotional balance transfer, we utilize the most recent credit score on file if it is not more than days oldYour balance transfer request in March of was declined based on the periodic credit score obtained in December 2013, which was below our minimum requirement to obtain the promotional rateAt your request, a full credit report was pulled on March 27, This score was higher than the January score but still did not meet our requirements for the promotion When you again attempted a balance transfer in April, prior to submitting a home equity loan application, your March credit score was used and the transfer request was again denied A new credit report pulled on April 18, for your equity application showed your score had risen above our minimum requirements to qualify for the credit card balance transfer promotionAs you did not qualify for the 0% promotion based on your credit score during that promotional period, I am not able to provide that rateHowever, as your April credit score does qualify, I approved converting the cash advances totaling $39,performed from April 4, to April 12, to our current balance transfer promotion of 4.99% APR for monthsThis change was completed on May 14, and will be reflected on your next statement I regret any confusion created by the link in the PenFed Online banking system to perform a standard cash advance from your credit cardIt was not our intent to mislead you and we have re-evaluated this link based on your experience and are in process of removing itI would like to thank you for bringing this to my attentionYour feedback is appreciated and was used to implement a change that will benefit the entire membership I regret this experience has caused you to question PenFed’s integrityI hope the information I provided and our actions alleviate these concernsYour trust in our ability to meet your financial needs and treat you as a valued member is of the utmost importance to us Sincerely, James *S [redacted] President/CEO Pentagon Federal Credit Union

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The information Provided by them is inaccurate, My identy has being stolen and I'm a victim of FraudI had never contacted as they stayed on their reply a Delinquency Control Counseler and neverless refused according to them payments I had accounts with the Pentagon but all accounts has being paid in Full The loans that I had with the Pentagon all were Car loans They also stayed that they closed the account in questionHow a account can be closed by them if according to them the accounts was used and repaid on a consistent Yes a was Deployed during 2003-the time they Mentioned, but they stayed " there was regular contact with you throughout the active period of My deployment How I can be contacted if I'm Deployed ? It is simple the account is question is not Mine and it has to be deleted for inaccuracy Regards, [redacted] ***

[redacted] / PenFed Response Inbox x Pentagon Federal Executive Correspondence Oct (days ago) to me [redacted] Since the date of our last response to this complaint, we were able to locate [redacted] ***’s accounts in our systemBelow please find our full response to [redacted] ***’s complaintA copy of this response will be mailed to [redacted] shortly Thank you Sooz W [redacted] Executive Correspondence Officer Pentagon Federal Credit Union Dear [redacted] ***, Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Thrifty Credit Service Line of Credit (TCS) and [redacted] Gold accounts was received in my office on September 23, I appreciate having the opportunity to address your concerns PenFed was notified of [redacted] ’s passing on January 17, Because you are not a joint owner on his checking or savings account, I cannot detail how any remaining funds in his accounts at that time were distributedHowever, it is PenFed policy to apply funds from the share accounts of deceased members against any outstanding PenFed debt for that member You were a cosigner on [redacted] ’s TCS and [redacted] Gold accountsWe received your Decree of Absolute Divorce and Incorporated Separation Agreement on July 15, It is stipulated in the Separation Agreement that [redacted] should remove your name from his accounts and assume responsibility for the debtTo accomplish this, both accounts needed to be closed and paid in full, either through payment to the existing joint accounts or by refinancing the debt in [redacted] ’s name While at the time of your divorce [redacted] did not meet PenFed’s lending guidelines to assume the [redacted] and TCS debt in his name alone, both accounts should have been closed to further chargesI regret this step was not takenOur review of the accounts found the current balances are comprised entirely of charges incurred subsequent to your divorceTherefore, we are removing your name as the cosigner and releasing you from responsibility for repayment of the balances An update was sent to the three major credit reporting agencies, [redacted] , [redacted] and [redacted] , to permanently delete the TCS and [redacted] accounts from your consumer credit reportPlease allow up to days for this change to appear on your report I apologize for the inconvenience and distress created from this situationI hope my actions fully resolve this matter for youShould you have other concerns or questions, please feel free to contact us directly Sincerely, Fred R [redacted] Senior Vice President/Chief Credit Officer Email transmitted across the Internet is normally not protected and may be intercepted and viewed by othersTherefore, you should refrain from sending any confidential or private information via unsecured email to PenFedWe will not ask you to send confidential information to us via email, such as your logon ID, password, account numbers, or Social Security numberWe prohibit our employees from sending confidential information to you via email that is not encryptedThe recommended document submission method is FAX; a partial list of generic fax numbers can be found here

Pentagon Federal Executive Correspondence AttachmentsJul (days ago) to me Hello [redacted] , This is a repeat of [redacted] ’s prior rejectionThe Revdex.com administratively closed that case before we provided our response Attached is the response we emailed to you on July 21, We consider [redacted] ’s case closed Thank you, Barbara W [redacted] Coordinator Executive Correspondence Pentagon Federal Credit Union From: [email protected] [mailto:[email protected]] Sent: Monday, July 28, 6:AM To: PenFed Member Service Subject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted]

Dear [redacted] , class="MsoNoSpacing"> Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received in my office on August 1, I appreciate having the opportunity to address your concerns Please accept my sincerest apology for the service you received when attempting to verify the suspicious charges on your accountWe strive to provide our members with the superior service they deserve with every interaction and I regret this was not reflected in this instance Fraud blocks on credit card accounts are based on evaluation by our fraud detection system criteria, which assess current fraud trendsThe trends can include a type of merchant, specific merchant, location, type and/or pattern of transactionsAs fraud trends frequently change, the criteria also change and we are not able predict what might trigger concern or ultimately block an account Each transaction is weighted to determine its overall fraud risk and depending on the level of concern, only the charge might be blocked or a block might be placed on all activityWhen an account is blocked or verification is required, the fraud specialists attempt to contact the cardholder at the phone numbers listed on the accountOur records show contact was attempted and a message left on July 8, When you contacted Member Service on the same day, you were notified your [redacted] account was blocked pending verification of some suspicious activity and the representative proceeded to verify five transactions with youThe first three were determined to be valid; however a transaction for $in [redacted] , NY and one for $in [redacted] , GA remained uncertainThese two transactions were recent and still in a pending status on your accountWhile in this status, the details of the transaction, including the merchant name, are often unknownI regret we were unable to provide the additional information immediately Once posted to your account, the merchant names became availableThe [redacted] , NY charge was from [redacted] in Washington, DC and the [redacted] , GA charge was for [redacted] in [redacted] , VAIt is not uncommon for pending transactions to appear with a different city and state listed, usually the result of a main office or parent company locationI am truly sorry this experience caused such frustration you decided to close your [redacted] accountThe closure was processed and completed on July 31, Though I wish your experience had been more positive, I appreciate you bringing this matter to my attentionMember feedback such as yours helps us to address areas in which we can improveI assure you that the details of your situation were discussed with members of our management team for consideration I am grateful for your many years of membership and am confident our future dealings will be more favorable Sincerely, Kevyn *M*** Executive Vice President/COO

See Attachment FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] id ***Inboxx Pentagon Federal Executive CorrespondenceJan (days ago)to me Ms [redacted] I apologize for our delayed response for Mr [redacted] Our responses to the Revdex.com go through a very thorough review by many PenFed departmentsThis can take some time and sometimes results in missing our deadlineAgain, I apologizePasted directly below is our response to Mr [redacted] Thank you, Barbara W***Coordinator Executive CorrespondenceOffice of the Chairman of the BoardPentagon Federal Credit Union This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual to whom it is addressedIf you have received this e-mail in error, please notify the senderThe recipient should check this e-mail and any attachments for the presence of virusesWhile Pentagon Federal Credit Union makes every attempt to prevent the transmission of any viruses, it is not responsible for any damage caused by any virus transmitted by the e-mailDear Mr [redacted] , Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage account was received in my office on December 17, I appreciate having the opportunity to address your concernsI regret you are dissatisfied with the amount of taxes collected at the closing of your PenFed mortgage on June 13, The settlement company calculated the county taxes based on information available at that timeThe county tax for was $2,As the current year tax amounts are not provided until the annual September billing, it was not possible to determine the exact amount that would be due for the tax yearAs shown on the HUD-Settlement Statement you signed at closing, the tax amount was used to determine the amount the seller must pay in county taxes for the time period of January 1, to June 13, Using the $2,amount divided by 365, the daily tax accrual was $This amount multiplied by days equals the $1,amount the seller paid at closingThe county tax bill we received in September showed a $increaseThis amount is your responsibility to payIt is not possible to seek additional funds from the seller due to the increase and, as the correct figure was used to calculate the amounts due from the seller at closing, neither PenFed nor the settlement company is responsible for this amountAs you requested in your telephone conversations with our staff, the requirement for an escrow account with your mortgage account was waivedThe remaining funds in the escrow were applied to your mortgage principal balance and your monthly mortgage payment was reduced to reflect only principal and interest payments going forwardI hope this information clarifies the county tax issue, and the waiver of the escrow account is beneficial for youThank you for choosing PenFed for your home financing needsSincerely, Craig KO [redacted] Senior Vice President, Mortgage OperationsPentagon Federal Credit Union From: [redacted] ] Sent: Thursday, January 08, 3:AMTo: New PenFed Member ServiceSubject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] id ***

Dear ** [redacted] , class="**oNoSpacing"> Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Equity Line of Credit account was received in my office on April 6, I appreciate having the opportunity to address your concerns Please accept my apology for the service you received when calling about the rejected check written from your ELOCThe day after your conversation, a letter was mailed to you to confirm that electronic transactions are not permitted on an ELOC accountI hope this letter has now reached you and adequately follows up on your initial request I regret that you continue to experience problems negotiating checks using your ELOC accountAs a loan product, this account does not follow the same policies as a checking accountAs you are aware from our previous communications, it is our policy to prohibit electronic funds transfers and electronic checks on equity line of credit loan accounts When you submitted check # [redacted] for $to [redacted] of [redacted] for payment, they converted the check to an electronic format and presented it to us as check # [redacted] We rejected the electronic debit on November 13, and notification of the rejection was mailed to you on that same dayIt is regrettable the notification was not received and I apologize for any resulting inconvenienceThis check was not paid by PenFed and the funds never debited from your ELOC, therefore I cannot approve a refund Your complaint mentions two returned checks, however analysis of your account revealed only one rejectionAdditional information would be required to provide you with detailed information on a second check rejection Since PenFed cannot control how a payee submits a check for payment, my suggestion is to open a checking account for your primary useFunds could be advanced from the ELOC allowing you to then write checks from your checking accountSince the checking account does not have electronic transfer limitations, future incidents could be greatly reduced Throughout the life of your ELOC account, our policy regarding electronic transfers has remained constant and I apologize for any miscommunication that caused you to doubt our integrityI am confident that our future dealings will be more favorable Sincerely, [redacted] President/CEO