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Pentagon Federal Credit Union Reviews (219)

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed)
"Verdana","sans-serif"">Platinum Rewards [redacted] Signature account was received in my office on April 13, 2016. I appreciate having the opportunity to address your concerns.
 
I was very sorry to hear your [redacted] account was compromised with the $100.84 charge with [redacted] Suites on March 13, 2016. I understand how distressing it is to have your account used fraudulently and regret the inconvenience it caused you. I assure you we work very hard to prevent and detect fraudulent situations internally, with [redacted], and with our fraud security service provider, [redacted].
 
While it is clear the compromise of your account was successfully detected, the subsequent fraud case was not handled as it should have been. Please accept my apology for the errant closure of your fraud case. As a result of your call on April 11th, the fraud case was reopened and the unauthorized $100.84 charge was removed on April 25, 2016. Your account is being monitored by management to ensure your fraud case is handled properly.
 
I hope our actions address your concerns. The trust you have placed in PenFed over your time with us is of the utmost importance to me. We will continue to work to safeguard our members and credit union in all possible ways. Thank you for carrying the PenFed Platinum Rewards [redacted] Signature card in your wallet.
 
Sincerely,
Senior Vice President, Card Services

[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:
Can you ensure that my home address and other personally identifiable information does not appear on the internet?  
Regards,
[redacted]

Pentagon Federal Executive Correspondence
Sep 30
to me 
[redacted]
 
Please find below our response to [redacted]’s Revdex.com complaint number [redacted]. This response will be mailed to him shortly.
 
Thank you.
 
Sooz...

W[redacted]
Executive Correspondence Officer
Pentagon Federal Credit Union
 
 [redacted]
                                                                                                RE: Flood Insurance
Dear [redacted],
 
Your complaint filed with the Revdex.com (Revdex.com) regarding your Pentagon Federal Credit Union (PenFed) mortgage account was received in my office on September 3, 2014. I appreciate having the opportunity to address your concerns and apologize for the delay in my response.
 
We received your request for a letter confirming you no longer need H06 flood insurance for your condo on August 18, 2014. In response we contacted your insurance agent to confirm the nature of the master condo flood insurance policy held by your condo association. Based on a review of this document and your loan, it initially appeared you needed to increase your H06 flood policy coverage to $90,000.
After our review, we reached out to your insurance agent to explore additional options for your flood insurance. Based on information provided by your agent and information determined by our internal research, we found your current amount of coverage is sufficient. The required amount of flood coverage is $177,465, the insurable value of your unit.  The master condo policy carries walls-in coverage in the amount of $141,972. With your current coverage of $36,000, your unit is sufficiently insured. You do not need to increase your coverage amount but you may not decrease it, either.
 
I regret that this experience left you with an unfavorable impression of the credit union. Our intent is to comply with Federal Flood Regulation requirements and ensure that your home has adequate insurance should a flood disaster occur. I regret the coverage amount was in question for some time and hope this resolution meets with your satisfaction. Should your master condo policy be adjusted in the future, we are happy to revisit the matter of your required coverage with you.
 
Sincerely,
 
 
Wayne *. J[redacted]
Vice President, Mortgage Servicing
 
Email transmitted across the Internet is normally not protected and may be intercepted and viewed by others. Therefore, you should refrain from sending any confidential or private information via unsecured email to PenFed. We will not ask you to send confidential information to us via email, such as your logon ID, password, account numbers, or Social Security number. We prohibit our employees from sending confidential information to you via email that is not encrypted. The recommended document submission method is FAX; a partial list of generic fax numbers can be found here.
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Pentagon Federal Executive Correspondence
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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 false 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 Pentagon Federal Credit Union (PenFed) [redacted] account was received in my office on August 1, 2014. 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 account. We 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 trends. The trends can include a type of merchant, specific merchant, location, type and/or pattern of transactions. As 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 activity. When an account is blocked or verification is required, the fraud specialists attempt to contact the cardholder at the phone numbers listed on the account. Our records show contact was attempted and a message left on July 8, 2014.
 
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 you. The first three were determined to be valid; however a transaction for $7.14 in [redacted], NY and one for $43 in [redacted], GA remained uncertain. These two transactions were recent and still in a pending status on your account. While in this status, the details of the transaction, including the merchant name, are often unknown. I regret we were unable to provide the additional information immediately.
 
Once posted to your account, the merchant names became available. The [redacted], NY charge was from [redacted] in Washington, DC and the [redacted], GA charge was for [redacted] in [redacted], VA. It 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 location. I am truly sorry this experience caused such frustration you decided to close your [redacted] account. The closure was processed and completed on July 31, 2014.
 
Though I wish your experience had been more positive, I appreciate you bringing this matter to my attention. Member feedback such as yours helps us to address areas in which we can improve. I 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[redacted]                                  �...            
Executive Vice President/COO

On Monday, February 29, 2016 I filed a complaint against Pentagon Federal Credit Union.  My complaint ID is [redacted].  I would like to close that complaint as the institution has contacted me and explained a mistake on their part.  They have offered additional options to resolve...

the problems with my appraisal and have provided me with a dispute form to attempt to get my appraisal changed.  Please close my dispute.  Thank you. [redacted]@[redacted].com

Pentagon Federal Executive Correspondence
AttachmentsJul 28 (7 days ago)
to me 
Hello [redacted],
 
This is a repeat of [redacted]’s prior rejection. The Revdex.com administratively closed that case before we provided our response.
 
Attached is the response we emailed to you on July 21, 2014. 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, 2014 6:25 AM
To: PenFed Member Service
Subject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

[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]
 Complaint: [redacted]
I am rejecting this response because:
IN ADDITION TO WHAT YOU HAVE EXPLAINED .....THERE WAS AN ADDITIONAL  WITHDRAWAL FROM MY BANK ACCOUNT FOR $300 ON 6/11 THIS IS THE OVERREFUND  YOU PAID TO YOUR CARDHOLDER...THIS IS THE $300 WE WANT RETURNED TO US...I HAVE ALREADY PROVIDED A COPY OF MY BANK STATEMENT SHOWING THIS CHARGEBACK/WITHDRAWAL.
Regards,
[redacted]

Dear [redacted],
Please accept my apology for the confusing information provided in our last response. You are correct that the $75,000 ELOC has a higher monthly payment in comparison to the fixed-rate equity loan. The lower monthly payment applies to the offer of a $100,000 interest-only ELOC.
Our real estate lending guidelines are based on qualified mortgage guidelines as defined by the Consumer Financial Protection Bureau. They require that we determine the borrower has a reasonable ability to repay the loan. Because you do not intend to pay off your existing debt with the loan proceeds, as you indicated on your application, your debt-to-income ratio exceeded that required by the qualified mortgage guidelines and we cannot approve a fixed-rate equity loan for any amount.
The qualified mortgage guidelines do not pertain to equity line of credit accounts; therefore, we were able to consider a slightly higher debt-to-income ratio with this product and remain within our lending guidelines.
I assure you we do not engage in bait and switch tactics. Our decisions and the counter offers presented to you were based entirely on our lending guidelines and the information you provided to us. The initial conditional approval of the fixed-rate equity loan was based on the information on your application. The inability to approve that request was due to the changes you made to the purpose for the loan proceeds.
I hope this clearly outlines our actions. I regret we cannot approve a fixed-rate equity loan based on your most recent application information.
Sincerely,
David *. J[redacted]
Vice President, Second Trust Operations
Pentagon Federal Credit Union

Pentagon Federal Credit Union, or PFCU

I was a member here for quite a few years, used to be a good CU, but rates have made me move about 10 CDs elsewhere over time and now customer service is terrible.

Tried to log in the other day to get statement, was locked out and sent to a page saying my browser (Opera 47) was not supported. I'm a computer geek/programmer and was surprised cause Opera is maybe the most secure browser out there.

So I also still have IE (v11) on one system and tried to log in using that and got the same page locking me out. penfed.org/unsupported which doesn't mention Opera at all.

So called, busy, busy busy signal and finally got thru only to be on hold for over 15 min. so hung up.

Then sent an email about this, was told that Opera is supported (v39 and above) ... mine is v47. So I replied telling them this and after 4 days never got another reply.

Called again this morning and it wasn't hard to tell the 2 ppl I spoke to had no idea what I was talking about, asked me to send a screen shot to another email address which I will but done dealing with this CU regardless of rates.

Annoyingly as soon as I posted a negative review elsewhere they replied asking for private contact info to discuss this. Shows that they are more interested in public image than actual customers because after 4 days did not receive a reply to my email(s) directly to their CS.

Review: On December 2, 2013 I was involved in a motor vehicle accident. My vehicle was totaled and the other driver was found to be at fault. That driver's insurance company paid the claim for the totaled vehicle. I owed more on the vehicle than the fair market value paid by the other driver's insurance. I had purchased GAP insurance from Pentagon Federal Credit Union as part of the loan for the vehicle. On December 23, 2013 I filed a claim for the GAP coverage to be paid. I called to check on the status of may claim 2 weeks later and I was told that they were behind due to the holidays and it would take up to four weeks to process. I called back in two weeks and they still had not filed the claim. I called back again approximately two weeks later and it still was not filed. I repeatedly called and the claim was finally submitted. I received an email from Pen Fed that my claim was received and that the information provided was insuffucient to process the claim. I called and was told that they required a settlement letter from the insurance company, although all the information they require to be in the letter was already included in the original claim. I called the insurance company and they sent me a settlement letter. I immedialtely faxed that to Pen Fed on February 21, 2014. I received a confirmation email that stated they received it. I waited two weeks and called them again. At that time they stated that the settlement letter was insufficient, although they could not tell me why. They said they would inform a supervisor and that the supervsior would call me. Two weeks later I called back and explained that the supervisor never called me and the case was sent to anther supervisor and that they would call me. Again no one called. I called again on April 9th, 2014 and they put me through to a supervsior named [redacted] from the [redacted], Oregon office. She explained to me that the settelment letter was insuffiicient and that she would call the insurance company to explain what the letter should contain. She said if she was unsuccessful she would call me back in two days. I called on April 14, 2014 to check the status and was told that she had not yet called the insurance company about the letter and that her department would be handling it. I asked for a message be left for her to call me. She has not called and the GAP claim has still not been paid.Desired Settlement: I want Pentagon Federal Credit Union to process the GAP claim and pay the remaining $1,732.89 owed on my vehicle loan. I also want $1,000 put towards my new vehicle that I was promised as part of puchasing the GAP Insurance.

Business

Response:

Dear [redacted],

Review: On March 13th, 2014 I called and requested my 1099 form from 2012 tax year. I was told that the request had to be submitted and it would take up to 10 days to receive. I asked if the form could be faxed to me because I was on a time restriction to get this information to the IRS. I then was told yes but it would still take at least 3-4 days to receive by fax. I have yet to receive this paperwork and it has been 3 weeks now. I called every week twice a week inquiring what the status of the paperwork is and I always get the same response. It has been forwarded, or they can't reach the person in that department, we will give you a call back, or you can get the form from on online via your account. The form for 2012 is no longer available via my account, and techincally speaking it should have been sent to me at the end of the 2012 tax year and it wasn't. I have spoken to the Supervisor [redacted] twice, today I was told they are dealing with the backlog of the request from 2013 first and doing them in the order they are receive. I have expressed repeatedly the urgrency in receiving this form as I also have a deadline that I need to have this information to the IRS. They say they only have one person working in the department, seems to me if they are so back logged someone should be providing assistance to help get this paperwork out in a timely fashion.Desired Settlement: I would like that the paper work I requested ASAP

Business

Response:

Dear **. [redacted],

Review: On Aug, 25th 2013 I went to my PenFed Rewards account in order to redeem 20,000 points that were accumulated over 4 months for 2 PenFed Prepaid [redacted]® Reward Cards @ $100 each. Turns out, the number of of points required to purchase Prepaid cards has increased and requires additional 3,600 points for the same type of reward. Based on the conversations with customer service department I found out that that change has been implemented on Aug, 23rd 2013 without any kind of notification to the customers. Representative refused to override the balance in my rewards account to compensate the difference I need to accrue in order receive the same type of reward (3,600 points). Based on my experience I consider this tactics approached by PenFed as "false advertising" or "bait & switch", since I spent ~$10,000 over the last 4 month knowing that I would receive certain reward in return. If I knew that the number of points required for redemption is higher comparing to other credit card companies, I would have used my [redacted] or [redacted] credit cards that offer 1:1 conversion rate.Desired Settlement: I request 3,600 points to be credited to my rewards account in order to compensate the difference in redemption rates, so I can redeem majority of the points at the old redemption rate. These points were accrued over the last 4 months when the old redemption terms were in place, therefore the redemption rates should be used according to old terms.

Business

Response:

Dear **. [redacted]:

Review: I applied for a mortgage refinance with Pentagon Federal Credit Union on or about January 6, 2013. When I applied, I was told the closing would be within 60 days. It has been more than 90 days and I have not closed. The loan processor, [redacted], has been difficult to get a hold of by phone and email and takes several days to respond. Her supervisor is no more responsive. When I have been asked for any documentation, I have provided it immediately. My loan was locked in with 0.25% discount points for an 80% ltv loan. I received a "counter offer" last week informing me that the discount points would now be 0.5% because my loan changed from 79 % ltv to 80 % ltv. The original fee was quoted for an 80 % ltv. Penfed refused to honor that and said I must accept the higher fee to get the loan. I have completed all stated loan requirements in a timely manner, yet Penfed has felt no hurry or obligation to close my loan. When I call or email, I am repeatedly told that there are other customers ahead of me.

Penfed has continued to send me frequent marketing emails advertising that they will close a purchase mortgage within 30 days or give $1000 cash at closing. I suspect that Penfed is using all of their staffing resources to close these loans ahead of mine and others who are refinancing, given that there is no penalty for them to close mine late.

By not closing my loan on time, Penfed has cost me money: Had my loan closed on time, I would have been eligible for a title insurance discount of 25% (due to refinancing within two years of my last refinance), which would equal approximately $250. Also, I would have saved $375 in my first month due to my payment going down this much. So, not including the extra 0.25% they are charging me, I am currently out $625 due to their delay.

Had I known it would take more than three months to close, I would not have proceeded with my application to refinance. Once the appraisal was done, Penfed refused to let me withdraw my application without charging me for the appraisal and application fee. I would have had to agree to lose these costs ($615) to withdraw my application and go through another lender, so they gave me no choice other than to wait for them to do their job. I repeatedly requested that Penfed let me take my loan somewhere else, but was told my credit card would be charged these fees if I were to cancel my application, even though they would not hold up their end of the deal by honoring the 60 day closing date.

I have excellent credit and job history. I have done everything they have asked me to. Supposedly, I am to close on my refinance this week. This has been the worst customer service I have received from any lender.Desired Settlement: Refund the 0.25% extra loan fee that was added on: $420

Pay for the discount on my title insurance that I lost due to the delayed closing : $250

Pay for the first month mortgage savings that I lost due to delayed closing: $375

Total: $1045

Agree to make honest disclosure to loan applicants that estimate a realistic closing date. Had I known it would take more than three months, I would not have made the application to Penfed.

Business

Response:

Dear [redacted],

Review: I had a credit card with PenFed and I saw a notice on my 6/26/2014 statement that read

“YOUR NEXT MONTHLY STATEMENT WILL CONTAIN YOUR ANNUAL FEE OF

$25.00. IN ORDER TO AVOID PAYING THIS FEE, YOU MUST CLOSE

YOUR CREDIT CARD ACCOUNT BY CONTACTING US AT ###-###-####

WITHIN 30 DAYS FROM THE DATE OF THIS STATEMENT.”

On 7/7/14 or before I called Penfed to close my account because I was not interested in paying the annual fee. The person over the phone instructed me to open a money market account to avoid the annual fee. On 7/7/14 they debited $25.00 from my TD checking account to open my Penfed money market account. I logged on my account on 8/12/14 and I saw that I was charged on 7/26/14 the annual fee $25.00. I called customer service and they said that they can’t refund me the fee because my money market account was opened too late. I instructed them to close my credit card account and refund me the annual fee the refused to refund me the credit card annual fee.

This is a total scam and I’m writing this letter because I’m sure there are other people who had the same issue and I’m not just requesting a refund but an investigation of their business practices. It’s obvious that I opened the money market account in order to avoid the fee being that it was opened a couple weeks before they charged the annual fee. In addition, I only put $25 in the money market account which is the minimum amount needed to open a money market. Therefore it’s obvious the only reason I opened this account was to avoid the credit card annual fee. According to their document if the person over the phone on 7/7/14 would have closed the account then I would have not gotten charged. At the bear minimum its fraud that you can’t get a refund once you see the actual charge on your credit card. Annual fee is a charge for 7/14 until 8/15 not from past usage.Desired Settlement: Refund the annual fee of $25

Business

Response:

Dear [redacted],

Review: I refinanced with Pentagon Federal Credit Union about 3 years ago to pay off my college loans. The refinance process was pretty straightforward at the time, and it took an average amount of time and communication to complete. We completed the process with no major issues. I am now currently lowering the term and interest rate of my loan through refinancing again with Pentagon Federal Credit Union, and this time, the process has been nothing but stress, non-cooperation, wasted time, avoidance, and borderline harassment. I'll be as brief as possible to describe the complaints I have about this process, in order of how much they have negatively affected my family.

1. This loan was supposed to close at the end of April, and now it is June 4th, still waiting to close because of who knows what Pentagon Federal has done to delay things.

2. The interest rate has dropped by .0375% for the same loan as I am applying for from my application until now. I understand the rate lock prohibited me from lowering my rate while the loan was in process, however, because of Pentagon Federal delaying this loan OVER and OVER, my 60 day rate lock has expired. Even though all the delays were purely Pentagon Federal's fault, they still refuse to give me the lower advertised current rate.

3. The loan processor has been changed between 3 different processors from April to June, and each processor became increasingly demanding, bordering on harassment requesting documentation of each and every transfer between bank accounts, and continued proof of employment, after employment was already proven via recent pay statements. None of this happened during the previous refinance with this company.

4. The appraiser (different company, but hired by Pentagon Federal) was totally unprofessional, cancelled his first appointment, and when he appraised the house, he showed up and began appraising without me even being present. Also, he did not account for $25,000 of home improvements recently done on the home in his appraisal.

5. I now have to pay extra for a second bank check because [redacted], the closing company hired by Pentagon Federal, has sent a notary 246 miles r/t with the wrong loan documents and we can't close. I made sure to set aside time from my jobs to close the loan at a certain time, and now because they sent the wrong documents, I'm not sure when this will finally be over.

There was a small chance I would just have let all of this go, however, the expectation to finally be finished only to have to extend the process even further was the final problem that ultimately led to my decision to file this complaint. Because of the dramatic difference between this refinance process and the previous one with the same Credit Union (and also with two different banks with previous refinances), it seems as though these current issues could be caused by either incompetence or purposeful negligence.Desired Settlement: There is no way to really fix these issues. It would greatly help if the loan were able to finally close. It would also help if, since all these delays were caused by the credit union, the current 3.15% interest rate would replace the original 3.375% rate from all the way back in March.

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 June 22, 2014. I appreciate having the opportunity to address your concerns.

I am sorry to hear of your dissatisfaction with our handling of your mortgage application. Since your prior refinance in May of 2011 there have been significant changes in mortgage lending. Congress sought a way to address some of the issues that led to prior problems in the mortgage industry. The 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 practices. PenFed 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 mortgages. This change went into effect in January of 2014.

Qualified Mortgage guidelines require careful documentation of the borrower’s ability to repay their loan. The “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 ratio. In 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 30th. While 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 accomplished. In recognition of this, we provide a generous rate lock period of 60 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 requested. As a result, we were required to issue a counter offer and we were slow to do so. I also noted that as a result of Processor changes, there were times you were asked for information you had previously provided. I sincerely apologize for the frustration these issues caused you. This 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 23rd. At that time, you chose to delay closing to reduce the amount of pre-paid interest required at closing. You 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 protection. The 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 detail. Unfortunately, as of this date, you and she have not been able to coordinate a time to do so. I 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 union. I 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

Consumer

Response:

[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.]

Review: I paid off my PENFED [redacted] on 9 DEC 2013 in the amount of $7806.78. The account was closed by PFCU in 2010 because I had some problems making minimum payment but PENFED and I worked out a payment plan and I was paying as promised and did so for the next four years. When I paid off the balance in DEC 2013, online, I assumed the account was satisfied. I didn't get any bills or notifications until I received an email on 28 FEB 2014. The email was a credit alert I set up through my bank [redacted]. The alert said that derogatory information may have been reported to the credit bureau. I investigated and found that PFCU had reported the information. I went onto the PFCU website and saw a balance of $22.56 on the account. I called and they told me that $10 was a late fee charge and $12.56 was a 'cash advance' fee. I explained my situation that I had been overseas and the information on the account was not accurate with the exception of my email address. The representative removed the $10 late fee and I paid the $12.56 as soon as I was made aware that it existed which was the same day I received the credit alert.Desired Settlement: I have explained this to PFCU in writing and by phone numerous times but they will not remove this information. Had I been made aware of this added payment I would have surely paid it. By reporting this $12.56 as late to my credit bureau my score dropped 55 points which will have profound effect on my job.

Had PFCU sent me a simple email notifying of the balance due I could have paid it. I request that they contact all three credit reporting agencies and withdrawn their derogatory information regarding this payment of $12.56 and send me a copy of the letter.

Business

Response:

Dear [redacted],

Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received in my office on April 18, 2014. I appreciate having the opportunity to address your concerns.

As a lender, we rely on the information reported to the credit reporting agencies to be accurate and unbiased. It is our policy that all reportable information is submitted to these agencies for all members. We believe the integrity of the information obtained through these agencies is reliant on all financial institutions reporting full and accurate information.

Your [redacted] payment made in December 2013 was for the full balance appearing on your November statement. The $12.56 remaining on the account after the payment is the interest accrued on the account from the date of the November statement to the date of the payment. This balance appeared on your subsequent statements in December, January and February.

It is unfortunate that your contact information was incorrect in our system. Multiple attempts to contact you were made by phone, mail and email when your account became delinquent. The multiple email attempts and your monthly statement notifications were sent to your primary email address on file, as is the standard process. The email address you provided to the Revdex.com is coded as your secondary email and is not used for these types of notifications. When you contacted us on February 28, 2014 to inquire about the balance and inform us of your situation, we were pleased to refund the $10 late charge on the account.

Your desire to improve your credit score is understandable and I sympathize with your situation. Although I am happy to approve changes when the reported information is inaccurate or the result of PenFed error, I cannot approve changes to information reporting correctly.

I appreciate that you honored your financial obligations with us and regret I am not able to make the requested changes.

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 the information provided in the response is simply not correct. According to **. [redacted]'s response, PENFED made every effort to contact me and make me aware of this balance of $12.56. If that were the case, why didn't I receive an email at [redacted]?As he had stated in his rebuttal this email was listed as a secondary email on my account and was typically not used for these types of notifications. Why then **. [redacted] does PENFED request a secondary email address when a member is asked to sign up on the website?

Review: PFCU has contacted me concerning a debt that I have no knowledge of, I have written them asking them to verify this debt and to only contact me in writing. They have not responded to my request for documentation of this alleged debt and they continue to fill up my voice mail with messages. They also harass my ex-roommate on her mobile phone and at her place of business, in blatant violation of the law. I request PFCU to provide written documentation of the

debt and stop harassing my acquaintances and myselfDesired Settlement: I request PFCU to provide written documentation of the debt and stop harassing my acquaintances and myself.

Business

Response:

Dear **. [redacted]:

Review: I opened an account, was asked to provide proof of my identity with notarized copies. Decided not to do this, now I owe money and can't close account.

I funded the account several years ago to apply for a loan. After opening the account I was asked before I could get any services to send in 3 different notarized documents proving my identity to be able to get any financial services.

I never sent them in as I didn't have a utility bill. I have been charged .50 each month for the past couple years, with no activity on my part, and am now several dollars in the negative.

I called recently and asked to cancel. I was told that I could and that my account would be credited so I didn't owe anything.

I then got a letter saying that this is not possible until I send in the same proof I was asked for several years ago.

I then got another bill about being more negative.Desired Settlement: For having to deal with this, I would like my account canceled and the additional $5 I originally deposited, because I should be ineligible as the documents were never sent in.

With insurance, if you don't provide the adequate documents to satisfy underwriting requests, the policy is canceled.

I would like this done minimally.

Business

Response:

Dear **. [redacted]:

Review: Pentagon Title company did not collect correct amount of county property tax from the seller at the time of closing on the first mortgage. The union county taxes was increased in Jan 2014, but Pentagon Federal Credit Union preferred title company attorney David C[redacted] collected the prorated taxes on the purchase of my home based on 2013 tax year.Desired Settlement: Refund the amount of $160 which was collected less from the seller.

Business

Response:

See AttachmentFW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]. id [redacted]Inboxx Pentagon Federal Executive CorrespondenceJan 13 (7 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 departments. This can take some time and sometimes results in missing our deadline. Again, I apologize. Pasted directly below is our response to Mr. [redacted]. Thank you, Barbara W[redacted]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 addressed. If you have received this e-mail in error, please notify the sender. The recipient should check this e-mail and any attachments for the presence of viruses. While 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. Dear 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, 2014. I appreciate having the opportunity to address your concerns. I regret you are dissatisfied with the amount of taxes collected at the closing of your PenFed mortgage on June 13, 2014. The settlement company calculated the county taxes based on information available at that time. The county tax for 2013 was $2,361.99. 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 2014 tax year. As shown on the HUD-1 Settlement Statement you signed at closing, the 2013 tax amount was used to determine the amount the seller must pay in county taxes for the time period of January 1, 2014 to June 13, 2014. Using the $2,361.99 amount divided by 365, the daily tax accrual was $6.471205. This amount multiplied by 164 days equals the $1,061.28 amount the seller paid at closing. The county tax bill we received in September 2014 showed a $363.92 increase. This amount is your responsibility to pay. It 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 amount. As you requested in your telephone conversations with our staff, the requirement for an escrow account with your mortgage account was waived. The 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 forward. I hope this information clarifies the county tax issue, and the waiver of the escrow account is beneficial for you. Thank you for choosing PenFed for your home financing needs. Sincerely, Craig K. O[redacted] Senior Vice President, Mortgage OperationsPentagon Federal Credit Union From: [redacted]] Sent: Thursday, January 08, 2015 3:35 AMTo: New PenFed Member ServiceSubject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]. id [redacted]

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: The seller portion of taxes is still due from Seller no matter what.The title company or closing attorney should chase the seller who owes taxes to the buyer.

Regards,

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Description: Credit Unions, Insurance Companies

Address: 1101 Grade Ln, Louisville, Kentucky, United States, 40213-2673

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