Pentagon Federal Credit Union

Review: My Ex Husband and I got a credit card and line of credit from PFCU some time before 2000. In 2006, we got divorced and therefore split assets and debts: my ex husband agreed to take over the line of credit and the credit card (which at the time had a balance of about $5000) and it was so written in the divorce decree. My ex husband further agreed to remove my name from both those accounts. Unfortunately, when he contacted PFCU and asked them to remove my name they said they could only remove my name if he first paid off the card and closed the account, which he was unable to do. I also contacted PFCU and was told the same thing. My ex husband passed away last November and my daughter, who was the executor of his estate, informed PFCU of his passing immediately. After they found out that he had no assets to speak of they contacted me and informed me that I was liable for the balance on his accounts (which is now close to $12000. I informed them of the wording in the divorce decree and even faxed the paperwork to them but they responded that, after careful consideration, they still feel that I am liable for the balance. They took all the assets in my ex husbands checking and savings account (about $3000) before filing against the estate and did not apply that money towards the balance owed. Furthermore they've been assessing late fees and collection fees while waiting for the estate to settle (they are the only ones who even filed a claim against the estate). So far this year they have charged $183 in fees and $1034 in interest to a dead man! I would really like to take this to a lawyer but I really can't afford since I don't have any income and I am very upset since this now affects my credit, which has always been very good.Desired Settlement: I would like PFCU to drop the claim agianst me and write off what can't be recovered from his estate (they already took the money and from his accounts and my daughter is hoping to sell his truck for about $3000, which would also go to them).

Business

Response:

Dear [redacted],

Review: I applied for a secure auto loan for the amount of $15,000. Before I could apply for the loan I was required to sign up and donate money in addition to depositing a minimum $5.00 into a online account they created. After this I applied for the loan and was denied due to "Limited Credit History" which they define as NOT having taken out a loan before. Despite the fact that I have good credit and this is a secured loan they refuse to give me the service they advertized. I contacted a supervisor by phone and he informed me that PenFed is a very "conservative" lending group. No where on there site do they state or inform new customers that they have strict requirements. The supervisor I spoke to also stated that I would need a co-signer. However I have no family to co-sign and have never had family co-sign even on my first credit card. I have paid every one of my bills in full and on time for the past three years to this day. I firmly believe PenFed unjustly denied my auto loan.Desired Settlement: I wish to receive the loan I requested, at the rate (1.99%) the loan application was sent.

Business

Response:

Dear **. [redacted]:

Review: I applied for and received a Pen Fed [redacted] card because of their frequent flier mile program. For the past year, my points have been growing steadily, and as of my last statement I had 49,842 points available. When I tried to use them, I was told I only had 15,598 points available to use. I tried to contact customer service. I was disconected 3 times before I finally could speak to the "right department" The bottom line was, I was told I shouldn't believe what they have been reporting on my statement for the last year, that it was wrong - trust them. I am not sure what to believe - I have a years worth of statements telling me one thing, and a customer service department telling me another, but at this point it seems to be an integrity issue. They have been telling me I have nearly 50,000 points so I would keep my card, and keep using it, only to tell me a year later not to believe my statement. This wasn't a one time problem or gitch that just occured. Again, these points have been steadily growing for over a year and only when I tried to use them I was told that wasn't possible. For a company that loves to advertise they love the military and their ethos, this seems to be a huge integrity issue.Desired Settlement: I want them to be true to their word and reset my point balnce to what it says on my last statement - 49,842.

Business

Response:

Dear [redacted],

Review: I had applied for a vehicle loan through Pentagon Federal Credit Union . My loan was approved but I decided not to use it but bought another car through cash. I informed Pentagon Federal Credit Union about this and told them to cancel the loan as I never used any money from them. The customer service representative agreed to this and said my account will soon be cancelled. But I am regularly getting letters from them to deposit my car title or else they will increase my loan interest .

Account # [redacted] Name : [redacted]Desired Settlement: I want Pentagon Credit Union to correct their accounts and not to harass me for a loan which I had not taken and send me a letter saying they have fixed the issue

Business

Response:

Dear [redacted],

Review: Never heard of them but they keep sending demand notices with threats.

I received two demand payment notices in the past several months for $2900 or so. They threaten to report to credit agencies and take further action to collect. When calling, you always get an answer machine that asks you to leave a message and social security number(!).

I searched them on [redacted] and they do not exist. Their letters say they are a member of the NCUA but a search of the NCUA website also cannot locate them. Other than their presence on the web there is no indication that they are a legitimate business at all.

I think this outfit is a scam. I am wealthy and have not borrowed money for fifteen years.I don't care if I get reported to the credit agencies because I won't ever borrow money in my lifetime. I don't care if they send me to collections either because then I could terrorize some one on the phone, which could be entertaining.

I have no account with this entity. I worry that they are hurting others and hope to publicize their deeds with documentation from reputable organizations.Desired Settlement: Leave me alone.

Business

Response:

Dear **. [redacted],

Review: On multiple occasions my PenFed [redacted] card has been turned off because the company detected fraudulent charges on my account. I would learn the card was turned off when I attempted to make a charge and would be embarrassed by a salesperson telling me my card was declined. When I would call the company I would find out that there were no fraud charges, just the company presumed an irregular spending charge. On this last occasion, I was contacted while traveling and told that a charge was made in [redacted], GA. I was in New York and live in VA. I also would like to note that when I am called by the company the calls are very unprofessional. There is a lot of noise/conversations in the background, people are chewing food and I am very hesitant to give my account informality because it sounds like the call is a fishing call rather than a professional business. When told about the GA charge, the person could not give me the business name or anything and told me I had to go online to review the charge which was difficult while I was traveling. When I was able to review my account online I found no charges from GA. I called the number on the back of my card and was told I had to be transferred to another company that handles the credit card. When I was transferred I was told that company no longer handles [redacted] and had to be call another company. When I got [redacted], they transferred me back to PenFed. When I got PenFed I was so frustrated, I just asked them to close the credit card. They said I had to be transferred back to [redacted] to remove the hold before they could close the credit card. When I was transferred back to [redacted], they would not remove the hold until I verified it was a legitimate charge. I explained there were no charges to my account on my online statement in GA. They insisted there was. I again asked to remove the hold just to be done and close the account. The company finally put me on hold and said "oh, the charge is in VA not GA and GA is where the company is headquartered". I stated that had they told me VA and the name of the company I could have confirmed this charge when first called. I go to this place one or twice every month to get my nails done. Clearly it is in my spending pattern. I asked to remove the hold and close my account. At this point I was again transferred back to PenFed. I disconnected at that point. Please close my [redacted] PenFed account. I take the time to highlight this as the customer service is exceptionally disappointing. We generally receive adequate service with PenFed, but we will no longer use [redacted] or any PenFed referred services.Desired Settlement: Please close my PenFed [redacted] Credit Card. Please address your customer Service practices. Customers deserve better professionalism.

Business

Response:

Dear [redacted],

Review: On 11/20/2013 there was 2 transactions to my [redacted] platinum rewards card for [redacted], the amount of 41.49 is a fraudulent charge. I have asked repeatedly to get the charge dropped, I keep getting told I need more paperwork mailed to me and filed with them. I then asked to close the account and they issued me a new card.Desired Settlement: I want the charge reversed and not charged to me. I also want the [redacted] reward card account closed. I also want a letter stating I am not responsible for the charge of 41.49.

Business

Response:

Dear [redacted],

Review: On October 8th, 2013, I submitted an online application to join PenFed as a member to start a savings account. Initially I deposited $5.00 to begin the account and began to explore their other services, with special interest in an auto loan. After filling out the auto application, I received an email welcoming me as a member of PenFed, received a PenFed member number and received numerous other emails confirming Banking Login information and notification options on my account.

On October 11th, 2013, @1:45pm, I called PenFed and spoke to gentleman checking the status of my auto application. The gentleman explained that they have not even processed my PenFed membership due to lack of verification information (copy of my driver license, copy of my social security and copy of recent bill, notarized) to PenFed to begin my loan application processing, although they had made a credit inquiry already on my credit report through Equifax. I explained that I received confirmation via email that my account was opened. He, very rudely, explained that I should have received communication via email notifying me of the documents needed. He also directed me to my established account on PenFed's website and said that an email was sent there as well. With him on the phone, I navigated through the website and no messages were sent. He also asked me to email this information, since faxing it is not sufficient. On their website they specifically say under their Contact Us tab "Contact us by e-mail at [redacted]. Please do not use email to send confidential information", yet he wanted me to send my driver's license, social security number and a utility bill with my name and address on it, the most of confidential information. Due to his rudeness and obviously lack of knowledge of their own processes, I elected to call back.

On the same day I called back and spoke to [redacted] @ 6:42pm, notifying them that I will not be sending this information and I wish to close the account I started with them. To my surprise and with the same rudeness as the first gentleman, [redacted] informed me that they were able to charge my card to start the account, while not being able to verify my identity yet they will not be refunding me my money, until I send in the documents requested. I was blown away that they are able to charge my card to start the account, show that I do have an account on my online login yet not be able to refund me except after I send them further documentation on my identity. She explained this is how they fight Identity Theft, questioning me if I thought fighting Identity Theft is wrong. This question came from a customer service representative to a Director of Information Technology who works directly on systems and applications on a daily basis fighting identity theft. This bank is a joke and I wish I had read the Revdex.coms complaints before I even begun an online account with them. I am glad that I did not get my auto loan through them if this is how they treat their customers.Desired Settlement: All I want is for my money to be refunded and my account closed. I did not use their services and it makes no sense for them to be able to charge my card and now not refund it until I send them any documentation.

Business

Response:

Dear **. [redacted]:

Review: In August 2013 my credit card with PenFed was compromised. I reported this and the card was cancelled and a new card issued. Along with a customer rep I went over the charges I could find on the current August statement that were not mine. Subsequently these charges were credited to my new credit card account. Upon receiving the Sept. statement of my new credit card I noticed 2 charges that had not been credit to my account. I called customer service and they informed me that they would send this information to whomever in PenFed handles this. The following info is on the 2 charges: Post Date for both 09/08, Trans date for both 09/06, Reference for both [redacted] and F9, Description [redacted] NC, amounts $118.91 and $10.71. I signed an affidavit which included these amounts. I am not sure how secure this web site is so I will not list my account number or credit card number. My name and address is on the account and on this complaint so they should be able to find this info using my name and verifying my address. Also phone numbers are good.Desired Settlement: Refund to my new card the amounts listed ($118.91 and $10.71).

Business

Response:

Dear **. [redacted],

Review: I am currently processing a mortgage application with PFCU. The mortgage consultant assigned to our loan has changed without any notice. I am having difficulty communicating with a new person assigned "to help" me because, she's not very responsive. Every time I call her, she never answers the phone. Every time I leave her message to call me back, she never returns my call. She sends one sentence email at the end of her day and says she will work on it tomorrow. While in process of locking the rate, she refused to do anything for me until she receives ratified contract. So, I sent her a ratified contract on the 22nd, with a follow up phone call to verify the receipts.... No answer, no return call. After 6pm, she responded with her usual one liner that she received my phone message and will work on reviewing it tomorrow (23rd). Today, we exchanged multiple emails because she had multiple issues with the contract which later she admitted that she overlooked. Finally, she sends me the good faith estimate and the loan processing paperwork to sign but with yesterday(22nd)'s rate. When I questioned her about the rate (today's rate was slightly lower than yesterday's) she responded saying it is because I requested to lock the rate in my email time stamped on the 22nd. She has been the worst customer service representative I've ever dealt with, and she's only adding frustration in the already frustrating loan process. Facts here are: she made it clear to not lock the rate until she receives final ratified contract. I sent a contract with the request to lock rate on 22. She doesn't do her work on the 22 nor returns customer's call. She sends short email that she will review on 23. The rate lowers by few over the day. She still has questions about the contract blaming me it is not complete paperwork she needs to have. I make a note on exact page to review. She realizes and admits her mistake. Yet, enters 22 rates on the paper and refuse to honor today's rate. Oh, btw, she made the mistake on the total borrowing amount so when I requested her to redo the calculation, she gave me the usual, "i will do that tomorrow" response.Desired Settlement: I want PFCU to honor 10/23 rate to lock the rate on this loan. It is not my fault that the loan officer is lazy enough not to process the paperwork all day despite the fact that customer tried to reach out multiple times with no success. She should have at least apologized for not answering or returning the call.

If she can prove that she sent her official request to lock the rate on the 22, I will honor that. But if she sent it on 23rd, and tried to put 22nd rate, with full knowledge of the rate change is very unethical behavior.

In addition, I want PFCU to remove her from my loan and assign more responsive and customer friendly mortgage consultant to process the rest of my loan process. I am not happy with this experience and that is the only way to keep me in business.

Consumer

Response:

Revdex.com of Metro DC and Eastern PAOct 28 (8 days ago)to me---------- Forwarded message ----------

From: [redacted]

Date: Mon, Oct 28, 2013 at 11:27 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Hello, This is in reference to my complaint #[redacted].

am working things out with the company (PFCU).

They made the efforts to re-assign different consultant, and lower the rate favorable to me.

Thank you very much for your assistance. V/R, [redacted].

Review: On November 19th, 2013, I submitted an online application to join PenFed as a member to start a savings account. My intention was to use PenFed to apply for a new car loan.

I deposited $5 into the account and started the membership for $15 to begin to explore their other services. After I fillied out the auto application, I received an email welcoming me as a member of PenFed, received a PenFed member number and received numerous other emails confirming Banking Login information and notification options on my account. I never heard back from PenFed and the incentives for the car I wanted to buy were expiring so I just went with financing through the auto dealer. I still wanted to keep the PenFed account because they have higher CD interest rates. I received a letter that I had to call the credit union to confirm my identity. While this is not unusual, it took a few weeks for them to tell me that. When I called, the customer service representative explained that they have not even processed my PenFed membership due to lack of verification information and the need a copy of my driver license, copy of my social security card, and copy of recent utility bill, all notarized just to open my account, although they had made a credit inquiry already on my credit report.

I explained that I received confirmation that my account was already open. I explained to them that I will not be sending this information and I wish to close the account since I am a professional worker and I simply do not have the time to go to the bank to collect the documents then find a notary and then send them the documents. I have opened several bank accounts and while I understand the Patriot Act requires the collection of certain information, no other financial institution required any identity verification to this extent. They also threatened that if I close my account, I would never be able to use any of PenFed’s services ever again because they would keep my information on file.

The Customer Service representative informed me that they were able to charge my card to start the account, while not being able to verify my identity and that they will not refund my money until I send in the documents requested. I told them that a chargeback would be the only recourse I have since they incorrectly billed my credit card for a service that I did not receive and they told me to “do what you have to do.”

Once I did that, they reopened my account and put a negative balance in it. When I spoke to their customer service department again, they said they reopened my account without my authorization. To add insult to injury, hey also had the audacity to switch me to paper statements and charge me $1 a month for those statements even though I never opted into paper statements!

I am very glad I did not get my auto loan through PenFed if this is how they plan on treating their customers. I went through the auto dealership for financing, got a better rate, and better customer service.Desired Settlement: I would like my money to be refunded and my account closed and remain closed. I did not use any of their services and did not receive any benefits. I am willing to accept $15 and refund PenFed the $5 to cover the funds already returned to me.

Business

Response:

Dear **. [redacted],

Review: I FOUND PEN FED ON THE INTERNET ADVERTISING A 5/5 ARM WITH NO CLOSING COSTS. I APPLIED AND RECEIVED AN EMAIL THAT I WOULD BE CONTACTED WITHIN 24 TO 48 HOURS. THE LOAN WAS DENIED WHICH I FOUND OUT ABOUT SEVEN DAYS LATER.

THE PROCESS INVOLVED A CREDIT CARD CHARGE OF $81.50 (HIGH), A HARD CREDIT PULL, ETC.

THE PROCESS ALSO INVOLVED THE QUESTION: HAVE YOU BEEN IN A BANKRUPTCY WITHIN THE PAST SEVEN YEARS (NOT IS THERE A BANKRUPTCY ON YOUR CREDIT REPORT).

SO NEEDLESS TO SAY THE HARD PULL COST ME $81.50 TO LOWER MY CREDIT SCORE TO APPLY FOR A PRODUCT WITH MISLEADING QUESTIONS THAT I WOULD NOT HAVE APPLIED FOR IF IS THERE IS A BANKRUPTCY STILL ON YOUR CREDIT REPORT HAD BEEN THE QUESTION RATHER THAN IS YOUR BANKRUPTCY OVER SEVEN YEARS OLD.

Business

Response:

Dear [redacted],

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage application was received in my office on May 7, 2014. I appreciate having the opportunity to address your concerns.

I understand your frustration and disappointment regarding the decision made on your application. Lending decisions are generally a compilation of several factors. When indicating why a loan was not approved, if a credit report was pulled and there is information on the report which was considered in the decision, we include the components. Bankruptcy was listed as a reason but there were other reasons for the denial of the loan as listed in the letter. No one factor decided the loan. I regret our letter was not clearer on these reasons and caused you to question our integrity. As a result of your complaint, your application was reevaluated and our decision remains unchanged.

At the time of application submission, you were provided with and agreed to the disclosures including one titled “My Responsibility for Third Party Costs.” This disclosure authorized PenFed to charge your credit card for any third party costs associated with your application in the event the loan does not close. Therefore, I cannot approve a refund of the $65 application fee and the $16.50 credit report fee connected with your application.

I am sorry you do not have a positive view of your experience with PenFed and have opted to close your membership. I wish you the best in your future banking experiences.

Sincerely,

President/CEO

Pentagon Federal Credit Union

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I would like to complain the poor service provided by Penfed during my recent mortgage application (application number [redacted]). The entire process from initial application to final decision took almost 5 months due to Penfed’s incompetency.

On 4/21/2014, I applied for the Penfed home equity loan online under their 3.99% APR 15 years promotion. On 4/24/2014, Penfed confirmed that they have received all the documents requested and the file will be reviewed.

On 6/7/2014, Penfed finally responded requesting addition documentations, which I promptly provided.

On 6/17/2014, I spoke with Lisa from Penfed, who said underwriting has gone through the review, everything is fine, and so I paid the $350 appraisal fee. She also confirm that the $350 fee will be refunded as part of the closing process.

On 7/8/2014, I asked Shannon from Penfed for a copy of the appraisal report but was declined. This is a clear violation of section 1002.14 of Regulation B.

On 8/27/2014, after 4 months, Penfed informed me that due to “excessive obligations”, they need to reduce my loan amount from 200K to 50K. However, my obligations have not changed since the date I submitted the application! Therefore, I asked them to review the decision.

On 9/10/2014, Penfed informed me that the application has been declined altogether.Desired Settlement: Interest rate has increased significantly during the 5 months wait. I sticked with Penfed only because I was told that my loan has already been approved. Therefore, I believe Penfed should approve my loan application under the initial terms agreed. Furthermore, Penfed should refund the $350 appraisal fee.

Business

Response:

Dear [redacted],

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) fixed-rate equity loan application was received in my office on September 23, 2014. I appreciate having the opportunity to address your concerns.

Please accept our sincerest apology for the extended amount of time it took to process your equity loan application. We strive to provide our members with the superior service they deserve, and this includes timely processing of real estate loan applications. We appreciate the anxieties that come with financing real estate and regret our processing of your application did not help to alleviate them. Please be assured we do not take your concerns lightly and have shared your complaint with our managerial team.

We received your application for a $200,000, 15-year, fixed-rate, home equity loan on April 21, 2014 and our initial review took place on April 24, 2014. When your application was submitted, you indicated the purpose of the loan was debt consolidation. On May 16, 2014 we requested additional documents, which were received by June 5, 2014.

We requested an appraisal for your property on June 17, 2014, with your authorization. Because your loan purpose was listed as debt consolidation, there was no indication at that time that your debt-to-income ratio would prevent your application from moving forward. The appraisal for your property took place on July 1, 2014. We received the completed appraisal and forwarded a copy of it to you on July 8, 2014 and again on September 12, 2014.

Further documentation concerning your liabilities was requested after our underwriting department reviewed your application again on July 9, 2014. You provided that documentation promptly and the file was reviewed again on July 28, 2014. At that time your debt-to-income ratio was determined to be 55%, which is outside our lending guidelines. However, as the purpose for the funds was listed as debt consolidation, we expected this would reduce your debt-to-income ratio to within our guidelines and the process was continued.

We learned on August 5, 2014 that you instead intended to use the loan proceeds for home improvements and to pay off an auto loan. On August 21, 2014, you indicated you did not intend to use any of the proceeds of the loan for debt consolidation. Given this information, it became clear your debt-to-income ratio must be reduced to qualify for your requested product and loan amount, or a counter offer generated.

It was determined we could offer you a $50,000 equity line of credit at 3.75% APR; however you declined this offer. Although you produced evidence on August 28, 2014 that you reduced some of your debt load, your debt-to-income ratio remained outside our lending guidelines. Your application was again reviewed by a supervisor and a manager before being declined on September 10, 2014.

We received your second application for a $200,000, 15-year, fixed-rate, home equity loan on September 12, 2014. This application was reviewed by a supervisor on September 25, 2014 using the appraisal from your previous application. Your debt-to-income ratio was again determined to be outside our lending guidelines and a counter offer for a $75,000 equity line of credit at 3.75% APR was issued to you.

On September 29, 2014, in your conversation with Ms. Vickie S[redacted], Resolution Coordinator, you indicated you understood we could not approve your application as submitted and you declined the counter offer. Ms. S[redacted] provided you with her contact information and will gladly address any further concerns you may have about this matter. Based on your decision not to accept the counter offer, we were not able to approve your request for an equity loan.

I regret we were unable to finance your home at terms you found amenable. Given the extended processing time with your application, we are refunding the appraisal fee associated with this application. I hope this will help to alleviate some of your dissatisfaction.

We value every opportunity to assist you with your financial needs and appreciate your membership with PenFed. I apologize for any inconvenience this situation may have caused.

Sincerely,

David *. J[redacted]

Vice President, Second Trust Operations

Pentagon Federal Credit Union

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: From 11/2013 to 12/2013 there was a change in the percentage of cash back from 5% to 3%. We were never notified of the change. I found out by speaking to Brandy (5079). She told me that the cash back percentage was at 3% and because I opened a Money market account, they could increase it back to 5%. When I asked Brandy why it was lowered, she couldn't give me a response.

That is not acceptable and why weren't we notified of the change?Desired Settlement: Reimbursement from 12/2013 to today.

Business

Response:

Dear [redacted],

Review: There is revolving Account, I believe is a Credit Card Account with Account Number [redacted] that is the way that appears on the Credit Report. the last four Number are Not Showing.

That Account is being reported to My Credit every Month by PENFED, The account is being Charge Off since 2011, the account according to the Credit Report was Open back on 2001. I find out about the account couple Months ago after a request of [redacted] Credit Report. So, I request a investigation On-line using [redacted] Dispute and after the investigation was Done the account was Kept on My Credit Report. I called the Phone Number that appears on the Credit Report as a contact for that Account ###-###-#### keep getting disconected. So I called the PENDED Customer Servce

###-###-####. A lady came on Phone I explained to Her and I request to Her to mail Me a Written proof of any Contract that they Have. I gave Her the account Number and she Couldn't find it, so She as Me for My SSN. She said to wait On Line, so I did after 17 Minutes a Male came to the Phone and said that the account in question was sold to a Collection Agency. So I said Fine, can You send Me a Written Proof and any Documentation that is indead My Account because I do not believed that the account is Belong To me. He stayed that they Don't have any Proof, so I asking If You don't have any Proof why You are reporting that Account to the Credit Bureau every Month. I asked Him One More Time, That I was requesting Written Proof , He once again said that they Didn't have it, So I asked Him His Name and He Hand up the Phone.Desired Settlement: The account in Question is Not Mine, Have them to Deleted the Account from all Mayor Credit Reporting Agencies[redacted].

Business

Response:

Dear **. [redacted],

Review: Pentagon Federal Credit Union, Supervisor [redacted] did not call me back as promised telling me why 2 checks were returned although there was money to cover it, which may have caused [redacted] of [redacted] cancel my health insurance. I was NEVER notified by PenFed and still haven't heard from March 26, 2014. Pen Fed changes the rules for customers and do not have one set of rules for their customers. They change the rules even during ONE phone call. Customer Service is terrible, giving erroneous info and not following through.Desired Settlement: I would like them to refund the $194 payment that they did not issue to [redacted] which caused me to be delinquent. This is not the first time this happened.

Business

Response:

Dear **. [redacted],

Review: I took an advance of $50,000 out on 5/13/2013. I am currently being charged an interest rate of 4.75 instead of the promotional rate of 1.98% that was advertised on the website and on my statement for any advances by 7/1/2013. This is very unethical practice for the bank to charge a different interest rate than what was advertised.Desired Settlement: To adjust the interest rate to the promotional rate of 1.98% that was advertised and to be reimburse for the extra interest that was paid.

Business

Response:

Dear **. [redacted]:

Review: In May 2013 I applied for a refinance for my current home. I provided all information requested of me to my mortgage processor. The week of the 24th of June my mortgage processor informed me that due to my current employment status my current refi would not be approved unless I found work by the 4th of July. I expressed my thanks to the mortgage processor for the extension. While I am actively looking for full-time work I felt it was not likely that I would find a job by the 4th of July. On June 29th I found that a 2300 charge had hit my credit card from PFCU. When I inquired with the mortgage processor, he informed me that it was associated with the rate lock associated with my refinance. I do not believe that I should pay for this fee when it was PFCU that rejected my refinance. I am currently unemployed and cannot afford to pay this fee and have since disputed it with my credit card company and with the mortgage processor.Desired Settlement: Re

Business

Response:

Dear **. [redacted],

Review: Received a post card entitling the user of their service to $30 if you setup recurring payments using their service. After setting up the recurring payment, they denied the claim, even though I met the terms of the offer.Desired Settlement: Pay the $30 advertised in the offer.

Business

Response:

Dear [redacted],