[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I did call PenFed from the Car dealership and was told the rate will be the same! So I was misinformed - again!
Regards,
[redacted]
I understand that my prior response to your Revdex.com complaint did not address all your concerns,In summary, there were a couple of factors that contributed to the problems with your Auto Loan repayment, First, when the monthly amount due was split into two payments, and the second payment was not always arriving by the due date. The other issue was Quit application of your May 4, 2016 payment between two loans, rather than just your Auto Loan. I am Sorry these issues resulted in complications related to your loan status. We have confirmed there are no late payments reported on your consumer credit report for either of your Per Fed loans, If you have a copy of a current credit report that shows otherwise, please provide it to us, and we will submit a request to update the account information, You can provide the copy to us by fax to ###-###-#### or mail to;PenFed Credit Union Attn: Credit Bureau Corrections PO Box [redacted] Alexandria, VA [redacted]
I hope our communication on these matters has helped to ease some of your dissatisfaction, We are committed to providing you with best-in-class Service.Sincerely,Jim K[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:
While I appreciate the response from Pen Fed, they did not address the matter which forced me to finally appeal to the Revdex.com. That they would not resolve the issue in a timely manner, and even after the third phone call to them, we continued to receive threatening letters containing incorrect information. It is ridiculous that my wife and I were forced to ask for help from a consumer protection bureau over something that we were not only not guilty of, but had to deal with such on-going disregard for in straightening out. Something that should have been very easy to straighten out. We are extremely disappointed in Pen Fed, and do not look forward to dealing with what they term as wonderful customer service. We will be pleasantly surprised if we do not seek the Revdex.com services again someday in regards to Pen Fed's inability to deal with simple problems.
Regards,
[redacted]
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) 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.
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
[redacted]
[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:
No reason was given as to why they allow Pen Fed loan officers and Pen Fed real estate agents to submit purchase contracts for borrowers with negative incomes. I am not asking for specifics of the borrowers income. I would like to know why they allow their employees to submit purchase contracts with pre-qualifications without properly investigating the borrowers income. Do they make a good faith effort to actually determine a borrowers actual income? If so, what steps do they take to ensure they are doing their due diligence with regards to proper qualification of a borrowers income. What are the actual requirements for issuing a pre-qualification? Were these steps followed? If so, how did you issue a pre-qualification for someone with a negative income? Additionally, why did it take two weeks to determine this loan couldnt qualify when other lenders were able to determine this in less than an hour.
Regards,
[redacted]
[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]
Dear [redacted],
Your complaint filed with the Revdex.com regarding your complaint to Pentagon Federal Credit Union (PenFed) Platinum [redacted] Signature account was received in my office on November 23, 2015. I appreciate having the opportunity to address your concerns.
I was...
disappointed to hear of the situation with your [redacted] account. I appreciate your willingness to speak with representatives from both our Card Fraud Investigations and Delinquency Control Departments. Please be assured we take these claims very seriously.
Upon receiving the needed documentation from you, our Card Fraud Investigations Department thoroughly examined your case. On August 21, 2015 you were notified of their denial of your claim, and confirmation of your responsibility for the debt. Your claim was denied due to PenFed’s inability to verify your identity as the submitted documentation was illegible. Additionally, the card plastics and monthly credit card statements were mailed to your address of record, and the PenFed Security Department verbally confirmed some of the credit card transactions by calling your telephone number of record. Our findings were recounted in a letter sent to your address of record.
I understand in conjunction with our internal investigation, you submitted credit bureau disputes directly with the credit reporting agencies. When disputes are submitted in this manner, the credit agencies are responsible for providing the findings to the consumer; PenFed responds only to the credit agencies. We received your disputes on May 1, 2015 and May 21, 2015, and a more recent dispute on November 6, 2015. On each occasion, we confirmed the accuracy of the reported information. I regret any misunderstanding there may have been on this issue.
As a lender, we are dependent on the information we receive from the consumer credit reporting agencies to make sound lending decisions. As part of our contract with these agencies, we are required to report accurate information about our members’ accounts. Your PenFed Platinum [redacted] Signature account is reporting to [redacted] as charged off with a balance and includes a narrative stating “customer disputes, reinvestigation in progress.” No account information appears on your [redacted] or [redacted] reports. We will continue to investigate as new information arises.
I hope my response provides the information you were seeking.
Sincerely,
Fred R[redacted]. Vice President/Chief Credit Risk Officer
March 21.2016 Revdex.com 2800 EUCLID AVE., 4114 FL CLEVELAND,OHIO TO WHOM IT MAY CONCERN: RESPONSE TO MR [redacted] BED BUG COMPLAINT, LEWIS EXTEER1v1INATING CO. TREATED THE PROPERTY AT [redacted], CLEVELAND, OHIO ON 10/20/2015, 10/27/2015 AND 11/06/2015 MR [redacted] SAID I GAVE HIM VERBAL OVER THE PHONE, WHEN WE CAME OUT TO TREAT THE PROPERTY A WRIITEN INVOICE WITH THE WARRANTY, MEAN WHILE KNEW THAT THE WARRANT WAS FOR THIRTH DAYS AFTER THE SECOND VISIT WHICH WAS ON 10/27/2015 ALSO EACH TIME THAT CALL TO RETREAT HE SAID THERE WERE BED BUGS ON A GLUE BOARD, WHEN WE GOT TO THE PROPERTY HIS SON NEVER SHOW US ANY BED BUGS ON A GLUE BOARD, MEAN WHILE WE TREATED THE ENTIRE ANYWAY, NOW MR [redacted] STATED THAT I WOULD COME TO THE PROPERTY MY SELF, I NEVER SAID ANY SUCH THING I RUNS THE OFFICE I DON'T DO ANY SERVICE WORK, I HAVE A QUALIFIED SERVICE TECH WHICH HAS 30 YEARS EXPERIENCE, NEXT POINT MR [redacted] CALLS ME THREE AND A HALF MONTHS AFTER THE THIRD VISIT WHICH WAS 11/6/2016 TELLING ME HE HAS NUMEROUS GLUE BOARDS THROUGH OUT HIS PROPERTY WITH BED BUGS ON THEM, AT THAT TIME WHICH WAS 2/2512016, DUE TO THE REOCCURRENCE OF THE BED BUGS I ADVICED MR [redacted] THE SEEK HEAT TREATMENT, I GAVE HIM A NUMBER TO MY PARTNER TO CALL I ALSO IMFORMED MR. [redacted] THAT THE HEAT TREATMENT COST WOULD BE AROUND $1,500.00 DUE TO THAT TYPE OF TREATMENT, I DO HAVE HEAT TREATMENT ON MY WEB SITE THIS IS ONLY DISCUSSED WHEN CUSTOMERS INQUIRE ABOUT HEAT TREARMENT, I DO ABOUT 99% CHEMICAL DUE TO COST EFFICIENT ALSO, I NEVER TOLD MR [redacted] THAT I WOULD KEEP TREATING HIS PROPERTY OVER AND OVER UNTIL BED BUGS WERE GONE HE KNEW HE HAD A THIRTY DAYS GUARANTEE AFER THE SECOND VISIT, I CAN'T UNDERSTAND WHY MR [redacted] WOULD WAIT UNTIL THREE AND A HALF MONTHS LATER ASKING FOR A RETREAT OR A REFUND, I HAVE NO CONTROL FO THE REOCCURRENCE OF BED BUGS AFTER A THREE AND A HALF MONTH TIME FRAME, WHERE BY SOMEONE COULD V BROUGHT SHE BACK IN, I IMFORMED MR [redacted] IT WOULD BEEN A SER E C GE I RETREAT, HE WANTED IT FOR FREE. THANY YOU
We received on April 18, 2017 your complaint that was filed with the Revdex.com regarding Pentagon Federal Credit Union (PenFed). I appreciate having the opportunity to address your concerns.We reviewed the circumstances surrounding our September 8, 2015 consumer credit report inquiry....
We found the inquiry was the result of your $14,537 Used Auto Loan online application and membership establishment on the same date. PenFed has a partnership with AAA to offer a variety of loan products, and your application was submitted through your membership with the Mid-Atlantic Branch of [redacted].To proceed with the online loan application and establishing membership, the following must be agreed to:By clicking the Continue button, I certify that I have read and agree to the disclosures below and agree to comply with all of their terms and conditions. I allow PenFed to obtain my credit report for the purpose of establishing PenFed membership or other financial services I may request. In addition, our process requires that you agree with the PenFed membership disclosures before completing the application, which state in part:D. CREDIT REPORTS. I understand that PenFed will obtain a credit report or other similar type of report which may be helpful or necessary in the evaluation of my eligibility or continued eligibility, for other reasons related to the maintenance of my accounts, or for PenFed products and services.Our records indicate the loan application was withdrawn on September 26, 2015, and the membership was closed on October 28, 2015.I understand you would like PenFed to remove the inquiry from your report. It is our policy that all reportable information is submitted to the consumer credit reporting agencies. We believe the integrity of the information obtained through these agencies is reliant on financial institutions reporting full and accurate information. Based on the consent provided during the application process, we are not able to request removal of the inquiry on your credit report.I hope my response has shed some light on the circumstances of the inquiry. We continue our affiliation with [redacted], and I encourage you to keep us in mind should you need a loan or other financial services in the future. Sincerely,Senior Vice President, Operations
Complaint ID: [redacted]Inboxx [redacted] <[redacted].com>1:09 PM (1 hour ago)to me I am writing to withdraw my complaint, ID noted above. PenFed resolved my issue this morning,Thank You
Your complaint filed with the Revdex.com was received in my office on June 15, 2015. I appreciate having this opportunity to address your concerns.
First, I’d like to assure you that PenFed follows the dispute guidelines and regulations set forth by...
[redacted] when handling all [redacted] card disputes as required by Section 11.1.1.2 of [redacted] Core Rules and [redacted] Product and Service Rules. You may view the full regulations at the following link:
[redacted].
According to Section 11.1.28 of the regulations referenced above, merchants are required to provide proper disclosure of their cancellation policies. During our investigation we found the merchant, [redacted], was not able to successfully demonstrate that proper advisement was given of their refund/cancellation policy. As such, the dispute was resolved in the cardholder’s favor. A chargeback was processed on March 27, 2015 in an effort to recover the remaining $300.00.
You mention in your correspondence that the cardholder agreed to a cancellation fee of $300; however, the cardholder did not corroborate this and a second dispute of a $300.00 charge from [redacted] was processed on April 2, 2015 which was also honored.
As mentioned, as a [redacted] card issuer, we are required to follow [redacted] guidelines when handling all disputes and we have done so in this case. As such, we are unable to reverse the chargeback.
Sincerely,
John [redacted]
Senior Vice President, Card Services
Your rejection of our response filed with the Revdex.com (Revdex.com) regarding your Pentagon Federal Credit Union (PenFed) membership was received in my office on February 22, 2016. I appreciate the opportunity to follow up with you.
I was pleased to hear you were able to obtain a refund of $19.00 from your credit card company. We received confirmation from your credit card issuer of the refund to your credit card account.
We placed a stop payment on the PenFed check issued to you, in anticipation of your receipt of the funds by other means. Please do not cash the check, and it may be destroyed.
Dear [redacted],Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership was received on May 29, 2017. I appreciate having the opportunity to address your concerns.Please accept my apology for our poor handling of your request to open a...
PenFed membership. This should be a quick process with one of our Member Service Representatives. I regret your call was lengthy, and that there was a processing error with the credit card funding of your PenFed Share account. We carefully reviewed our records and found the multiple submissions on May 18, 2017 to be a processing error. Of the several attempts, two were paid by your credit card issuer, $20.00 and $22.00. We processed a $22.00 refund to your credit card account on May 26, 2017. At your request, the $20.00 deposit to your PenFed Share account was refunded to you by check on May 30, 2017.Thank you for making us aware of your experience. It is through your feedback that we learn where we must focus our attention and make improvements.I regret you chose to close your membership, and hope you will find a reason to return to us at some point in the future.Sincerely,Senior Vice President, Operations
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan was received on April 24, 2017. We appreciate having the opportunity to address your concerns. We apologize for the misunderstanding about the auto insurance coverage...
requirements for vehicles financed by PenFed. Our policy is to cap deductibles at $1,000; deductibles for $1,000 or less are acceptable. We regret we did not make this clear to you prior to the changes being made to your insurance policy. Thank you for providing us with copies of your repair bills and insurance documents. We credited your PenFed Share account for $1,000 on April 28, 2017 to reimburse you for the deductible amount applied to your repairs. We understand you have since made adjustments to your insurance policy to reduce the deductibles. We hope this matter is now resolved to your full satisfaction. We appreciate that you made us aware of this issue so we can ensure we more effectively communicate this information to our members. Our goal is to help our members do better. To realize this, we must examine how we can do better. Thank you for choosing to finance your vehicle with PenFed. We look forward to serving all your financial needs for many years to come. Sincerely,Senior Vice President, Service Center Operations
Your Complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Share loan was received in my office on December 23, 2016, I appreciate having the opportunity to address your concerns.I Was Sorry to hear of the circumstances surrounding your November 11,...
2016 $1,000 Share Loan. This loan is a fully secured loan, which uses a portion of the funds in your Share account as Collateral. It is a great option for members looking to build or rebuild their credit. The interest rate was 2,050%, or 2% above the current Share account dividend rate, A Consumer Credit report inquiry is not completed; however, the Share Loan is reported to the major Credit bureaus, which helps to build credit standing.The requested loan amount is placed on hold but not withdrawn from the Share account at the loan's inception. As payments are made to the loan, the Share funds on hold are incrementally released. You Were provided with $1,000 cash when you visited the branch on November i2". This was the proceeds from your loan. A hold was placed on $1,000.00 of your $2,336.78 Share account balance; however, the Share account balance was not decreased by the loan amount, When you requested to cancel the Share Loan on December 1, 2016, $1,001.06 was transferred from your Share account to pay the loan in full. In effect, this was the withdrawal for the cash you received at the branch. As you had made other withdrawals from your Share account since November 12, the balance was reduced to $111,46 with the payment transfer.Our Communication to you regarding the requirements for a share secured loan during your November 11" call to us, and during your November 12" visit to our branch to pick up the loan proceeds and promissory note, were obviously not sufficient. I recognize the assistance our representatives provide directly impacts the financial decisions our members make; therefore, clarity is of the utmost importance. We strive to provide exceptional service in every interaction, and I regret your experiences were not reflective of our commitment to providing best-in-class service.I regret this experience has left you with an unfavorable impression of PenFed. I hope my correspondence in this matter alleviated your concerns and we are on our way to rebuilding your trust in our abilities to meet your financial needs and treat you as a valued member.Sincerely,Jim K[redacted]Senior Vice President, Operations
Dear [redacted], I regret our first response to your Revdex.com complaint did not fully address your concerns. Thank you for taking the time to provide your bank statement copies for our review of your credit applications. Bank statements can be used to verify assets; however, they are not sufficient to document income. PenFed’s lending guidelines for consumer loans are income based. I regret we cannot use your statements to verify the $15,000 additional gross monthly income you listed on your applications. Please send us your last two years of federal tax returns at your earliest convenience. I am very sorry to hear you were impacted by Hurricane Irma. I hope you are well on the road to recovering from its damage. Sincerely, Christopher *. M[redacted] Vice President, Consumer Underwriting Tell us why here...
[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]
Dear [redacted]
*
Your complaint filed with the Revdex.com regarding your PenFed Premium Travel Rewards [redacted] account was received in my office on September 21, 2015. I appreciate having the opportunity to address your concerns.
I understand your questioning of the...
September 8, 2015 $273.83 charge from [redacted] Please be assured your [redacted] account was closed as requested on May 26, 2015.
Our examination of your [redacted] account revealed [redacted] had your authorization to submit a recurring charge to the account. Consent to the charges was provided prior to the account closure, and therefore the charges on May 12, 2015 and July 10, 2015 were authorized. PenFed is required to accept pre-approved, recurring charges regardless of the closed account status. [redacted], and [redacted] requires cardholders to cancel recurring charges directly with the merchant.
Section 12 of the Cardholder Agreement for the PenFed Premium Travel Rewards [redacted] card states in part:
12. ACCOUNT CLOSURE. You or anyone jointly liable for the Account may terminate the Account at any time by notifying us orally or in writing. However, this will not relieve you or any of the other joint owners from liability for the repayment of any obligations arising from the use of the Account.
You may view the full Cardholder Agreement by accessing the following link: [redacted]
If you provide a merchant with your account information and you disagree with a charge they present, you must contact and inform them of your revoked consent to process recurring billings to your account. If you do not receive assistance from the merchant, you may submit a dispute with us. If there is a need to dispute this charge due to lack of cooperation from the merchant, please contact us at [redacted] to begin the dispute process.
I hope this information is helpful in providing you the steps necessary to resolve this issue. We value every opportunity to assist you with your financial needs and would welcome an opportunity to re-open your [redacted] credit card account
Sincerely,
John K[redacted]
Senior Vice President, Card Services
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed 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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I did call PenFed from the Car dealership and was told the rate will be the same! So I was misinformed - again!
Regards,
[redacted]
I understand that my prior response to your Revdex.com complaint did not address all your concerns,In summary, there were a couple of factors that contributed to the problems with your Auto Loan repayment, First, when the monthly amount due was split into two payments, and the second payment was not always arriving by the due date. The other issue was Quit application of your May 4, 2016 payment between two loans, rather than just your Auto Loan. I am Sorry these issues resulted in complications related to your loan status. We have confirmed there are no late payments reported on your consumer credit report for either of your Per Fed loans, If you have a copy of a current credit report that shows otherwise, please provide it to us, and we will submit a request to update the account information, You can provide the copy to us by fax to ###-###-#### or mail to;PenFed Credit Union Attn: Credit Bureau Corrections PO Box [redacted] Alexandria, VA [redacted]
I hope our communication on these matters has helped to ease some of your dissatisfaction, We are committed to providing you with best-in-class Service.Sincerely,Jim K[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:
While I appreciate the response from Pen Fed, they did not address the matter which forced me to finally appeal to the Revdex.com. That they would not resolve the issue in a timely manner, and even after the third phone call to them, we continued to receive threatening letters containing incorrect information. It is ridiculous that my wife and I were forced to ask for help from a consumer protection bureau over something that we were not only not guilty of, but had to deal with such on-going disregard for in straightening out. Something that should have been very easy to straighten out. We are extremely disappointed in Pen Fed, and do not look forward to dealing with what they term as wonderful customer service. We will be pleasantly surprised if we do not seek the Revdex.com services again someday in regards to Pen Fed's inability to deal with simple problems.
Regards,
[redacted]
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) 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
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
[redacted]
[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:
No reason was given as to why they allow Pen Fed loan officers and Pen Fed real estate agents to submit purchase contracts for borrowers with negative incomes. I am not asking for specifics of the borrowers income. I would like to know why they allow their employees to submit purchase contracts with pre-qualifications without properly investigating the borrowers income. Do they make a good faith effort to actually determine a borrowers actual income? If so, what steps do they take to ensure they are doing their due diligence with regards to proper qualification of a borrowers income. What are the actual requirements for issuing a pre-qualification? Were these steps followed? If so, how did you issue a pre-qualification for someone with a negative income? Additionally, why did it take two weeks to determine this loan couldnt qualify when other lenders were able to determine this in less than an hour.
Regards,
[redacted]
[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]
Dear [redacted],
Your complaint filed with the Revdex.com regarding your complaint to Pentagon Federal Credit Union (PenFed) Platinum [redacted] Signature account was received in my office on November 23, 2015. I appreciate having the opportunity to address your concerns.
I was...
disappointed to hear of the situation with your [redacted] account. I appreciate your willingness to speak with representatives from both our Card Fraud Investigations and Delinquency Control Departments. Please be assured we take these claims very seriously.
Upon receiving the needed documentation from you, our Card Fraud Investigations Department thoroughly examined your case. On August 21, 2015 you were notified of their denial of your claim, and confirmation of your responsibility for the debt. Your claim was denied due to PenFed’s inability to verify your identity as the submitted documentation was illegible. Additionally, the card plastics and monthly credit card statements were mailed to your address of record, and the PenFed Security Department verbally confirmed some of the credit card transactions by calling your telephone number of record. Our findings were recounted in a letter sent to your address of record.
I understand in conjunction with our internal investigation, you submitted credit bureau disputes directly with the credit reporting agencies. When disputes are submitted in this manner, the credit agencies are responsible for providing the findings to the consumer; PenFed responds only to the credit agencies. We received your disputes on May 1, 2015 and May 21, 2015, and a more recent dispute on November 6, 2015. On each occasion, we confirmed the accuracy of the reported information. I regret any misunderstanding there may have been on this issue.
As a lender, we are dependent on the information we receive from the consumer credit reporting agencies to make sound lending decisions. As part of our contract with these agencies, we are required to report accurate information about our members’ accounts. Your PenFed Platinum [redacted] Signature account is reporting to [redacted] as charged off with a balance and includes a narrative stating “customer disputes, reinvestigation in progress.” No account information appears on your [redacted] or [redacted] reports. We will continue to investigate as new information arises.
I hope my response provides the information you were seeking.
Sincerely,
Fred R[redacted]. Vice President/Chief Credit Risk Officer
March 21.2016 Revdex.com 2800 EUCLID AVE., 4114 FL CLEVELAND,OHIO TO WHOM IT MAY CONCERN: RESPONSE TO MR [redacted] BED BUG COMPLAINT, LEWIS EXTEER1v1INATING CO. TREATED THE PROPERTY AT [redacted], CLEVELAND, OHIO ON 10/20/2015, 10/27/2015 AND 11/06/2015 MR [redacted] SAID I GAVE HIM VERBAL OVER THE PHONE, WHEN WE CAME OUT TO TREAT THE PROPERTY A WRIITEN INVOICE WITH THE WARRANTY, MEAN WHILE KNEW THAT THE WARRANT WAS FOR THIRTH DAYS AFTER THE SECOND VISIT WHICH WAS ON 10/27/2015 ALSO EACH TIME THAT CALL TO RETREAT HE SAID THERE WERE BED BUGS ON A GLUE BOARD, WHEN WE GOT TO THE PROPERTY HIS SON NEVER SHOW US ANY BED BUGS ON A GLUE BOARD, MEAN WHILE WE TREATED THE ENTIRE ANYWAY, NOW MR [redacted] STATED THAT I WOULD COME TO THE PROPERTY MY SELF, I NEVER SAID ANY SUCH THING I RUNS THE OFFICE I DON'T DO ANY SERVICE WORK, I HAVE A QUALIFIED SERVICE TECH WHICH HAS 30 YEARS EXPERIENCE, NEXT POINT MR [redacted] CALLS ME THREE AND A HALF MONTHS AFTER THE THIRD VISIT WHICH WAS 11/6/2016 TELLING ME HE HAS NUMEROUS GLUE BOARDS THROUGH OUT HIS PROPERTY WITH BED BUGS ON THEM, AT THAT TIME WHICH WAS 2/2512016, DUE TO THE REOCCURRENCE OF THE BED BUGS I ADVICED MR [redacted] THE SEEK HEAT TREATMENT, I GAVE HIM A NUMBER TO MY PARTNER TO CALL I ALSO IMFORMED MR. [redacted] THAT THE HEAT TREATMENT COST WOULD BE AROUND $1,500.00 DUE TO THAT TYPE OF TREATMENT, I DO HAVE HEAT TREATMENT ON MY WEB SITE THIS IS ONLY DISCUSSED WHEN CUSTOMERS INQUIRE ABOUT HEAT TREARMENT, I DO ABOUT 99% CHEMICAL DUE TO COST EFFICIENT ALSO, I NEVER TOLD MR [redacted] THAT I WOULD KEEP TREATING HIS PROPERTY OVER AND OVER UNTIL BED BUGS WERE GONE HE KNEW HE HAD A THIRTY DAYS GUARANTEE AFER THE SECOND VISIT, I CAN'T UNDERSTAND WHY MR [redacted] WOULD WAIT UNTIL THREE AND A HALF MONTHS LATER ASKING FOR A RETREAT OR A REFUND, I HAVE NO CONTROL FO THE REOCCURRENCE OF BED BUGS AFTER A THREE AND A HALF MONTH TIME FRAME, WHERE BY SOMEONE COULD V BROUGHT SHE BACK IN, I IMFORMED MR [redacted] IT WOULD BEEN A SER E C GE I RETREAT, HE WANTED IT FOR FREE. THANY YOU
We received on April 18, 2017 your complaint that was filed with the Revdex.com regarding Pentagon Federal Credit Union (PenFed). I appreciate having the opportunity to address your concerns.We reviewed the circumstances surrounding our September 8, 2015 consumer credit report inquiry....
We found the inquiry was the result of your $14,537 Used Auto Loan online application and membership establishment on the same date. PenFed has a partnership with AAA to offer a variety of loan products, and your application was submitted through your membership with the Mid-Atlantic Branch of [redacted].To proceed with the online loan application and establishing membership, the following must be agreed to:By clicking the Continue button, I certify that I have read and agree to the disclosures below and agree to comply with all of their terms and conditions. I allow PenFed to obtain my credit report for the purpose of establishing PenFed membership or other financial services I may request. In addition, our process requires that you agree with the PenFed membership disclosures before completing the application, which state in part:D. CREDIT REPORTS. I understand that PenFed will obtain a credit report or other similar type of report which may be helpful or necessary in the evaluation of my eligibility or continued eligibility, for other reasons related to the maintenance of my accounts, or for PenFed products and services.Our records indicate the loan application was withdrawn on September 26, 2015, and the membership was closed on October 28, 2015.I understand you would like PenFed to remove the inquiry from your report. It is our policy that all reportable information is submitted to the consumer credit reporting agencies. We believe the integrity of the information obtained through these agencies is reliant on financial institutions reporting full and accurate information. Based on the consent provided during the application process, we are not able to request removal of the inquiry on your credit report.I hope my response has shed some light on the circumstances of the inquiry. We continue our affiliation with [redacted], and I encourage you to keep us in mind should you need a loan or other financial services in the future. Sincerely,Senior Vice President, Operations
Complaint ID: [redacted]Inboxx [redacted] <[redacted].com>1:09 PM (1 hour ago)to me I am writing to withdraw my complaint, ID noted above. PenFed resolved my issue this morning,Thank You
Dear Mr. [redacted],
Your complaint filed with the Revdex.com was received in my office on June 15, 2015. I appreciate having this opportunity to address your concerns.
First, I’d like to assure you that PenFed follows the dispute guidelines and regulations set forth by...
[redacted] when handling all [redacted] card disputes as required by Section 11.1.1.2 of [redacted] Core Rules and [redacted] Product and Service Rules. You may view the full regulations at the following link:
[redacted].
According to Section 11.1.28 of the regulations referenced above, merchants are required to provide proper disclosure of their cancellation policies. During our investigation we found the merchant, [redacted], was not able to successfully demonstrate that proper advisement was given of their refund/cancellation policy. As such, the dispute was resolved in the cardholder’s favor. A chargeback was processed on March 27, 2015 in an effort to recover the remaining $300.00.
You mention in your correspondence that the cardholder agreed to a cancellation fee of $300; however, the cardholder did not corroborate this and a second dispute of a $300.00 charge from [redacted] was processed on April 2, 2015 which was also honored.
As mentioned, as a [redacted] card issuer, we are required to follow [redacted] guidelines when handling all disputes and we have done so in this case. As such, we are unable to reverse the chargeback.
Sincerely,
John [redacted]
Senior Vice President, Card Services
Your rejection of our response filed with the Revdex.com (Revdex.com) regarding your Pentagon Federal Credit Union (PenFed) membership was received in my office on February 22, 2016. I appreciate the opportunity to follow up with you.
I was pleased to hear you were able to obtain a refund of $19.00 from your credit card company. We received confirmation from your credit card issuer of the refund to your credit card account.
We placed a stop payment on the PenFed check issued to you, in anticipation of your receipt of the funds by other means. Please do not cash the check, and it may be destroyed.
Thank you for considering membership with PenFed.
Sincerely,
Senior Vice President, Operations
Dear [redacted],Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership was received on May 29, 2017. I appreciate having the opportunity to address your concerns.Please accept my apology for our poor handling of your request to open a...
PenFed membership. This should be a quick process with one of our Member Service Representatives. I regret your call was lengthy, and that there was a processing error with the credit card funding of your PenFed Share account. We carefully reviewed our records and found the multiple submissions on May 18, 2017 to be a processing error. Of the several attempts, two were paid by your credit card issuer, $20.00 and $22.00. We processed a $22.00 refund to your credit card account on May 26, 2017. At your request, the $20.00 deposit to your PenFed Share account was refunded to you by check on May 30, 2017.Thank you for making us aware of your experience. It is through your feedback that we learn where we must focus our attention and make improvements.I regret you chose to close your membership, and hope you will find a reason to return to us at some point in the future.Sincerely,Senior Vice President, Operations
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan was received on April 24, 2017. We appreciate having the opportunity to address your concerns. We apologize for the misunderstanding about the auto insurance coverage...
requirements for vehicles financed by PenFed. Our policy is to cap deductibles at $1,000; deductibles for $1,000 or less are acceptable. We regret we did not make this clear to you prior to the changes being made to your insurance policy. Thank you for providing us with copies of your repair bills and insurance documents. We credited your PenFed Share account for $1,000 on April 28, 2017 to reimburse you for the deductible amount applied to your repairs. We understand you have since made adjustments to your insurance policy to reduce the deductibles. We hope this matter is now resolved to your full satisfaction. We appreciate that you made us aware of this issue so we can ensure we more effectively communicate this information to our members. Our goal is to help our members do better. To realize this, we must examine how we can do better. Thank you for choosing to finance your vehicle with PenFed. We look forward to serving all your financial needs for many years to come. Sincerely,Senior Vice President, Service Center Operations
Your Complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Share loan was received in my office on December 23, 2016, I appreciate having the opportunity to address your concerns.I Was Sorry to hear of the circumstances surrounding your November 11,...
2016 $1,000 Share Loan. This loan is a fully secured loan, which uses a portion of the funds in your Share account as Collateral. It is a great option for members looking to build or rebuild their credit. The interest rate was 2,050%, or 2% above the current Share account dividend rate, A Consumer Credit report inquiry is not completed; however, the Share Loan is reported to the major Credit bureaus, which helps to build credit standing.The requested loan amount is placed on hold but not withdrawn from the Share account at the loan's inception. As payments are made to the loan, the Share funds on hold are incrementally released. You Were provided with $1,000 cash when you visited the branch on November i2". This was the proceeds from your loan. A hold was placed on $1,000.00 of your $2,336.78 Share account balance; however, the Share account balance was not decreased by the loan amount, When you requested to cancel the Share Loan on December 1, 2016, $1,001.06 was transferred from your Share account to pay the loan in full. In effect, this was the withdrawal for the cash you received at the branch. As you had made other withdrawals from your Share account since November 12, the balance was reduced to $111,46 with the payment transfer.Our Communication to you regarding the requirements for a share secured loan during your November 11" call to us, and during your November 12" visit to our branch to pick up the loan proceeds and promissory note, were obviously not sufficient. I recognize the assistance our representatives provide directly impacts the financial decisions our members make; therefore, clarity is of the utmost importance. We strive to provide exceptional service in every interaction, and I regret your experiences were not reflective of our commitment to providing best-in-class service.I regret this experience has left you with an unfavorable impression of PenFed. I hope my correspondence in this matter alleviated your concerns and we are on our way to rebuilding your trust in our abilities to meet your financial needs and treat you as a valued member.Sincerely,Jim K[redacted]Senior Vice President, Operations
Dear [redacted], I regret our first response to your Revdex.com complaint did not fully address your concerns. Thank you for taking the time to provide your bank statement copies for our review of your credit applications. Bank statements can be used to verify assets; however, they are not sufficient to document income. PenFed’s lending guidelines for consumer loans are income based. I regret we cannot use your statements to verify the $15,000 additional gross monthly income you listed on your applications. Please send us your last two years of federal tax returns at your earliest convenience. I am very sorry to hear you were impacted by Hurricane Irma. I hope you are well on the road to recovering from its damage. Sincerely, Christopher *. M[redacted] Vice President, Consumer Underwriting Tell us why here...
[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]
Dear [redacted]
*
Your complaint filed with the Revdex.com regarding your PenFed Premium Travel Rewards [redacted] account was received in my office on September 21, 2015. I appreciate having the opportunity to address your concerns.
I understand your questioning of the...
September 8, 2015 $273.83 charge from [redacted] Please be assured your [redacted] account was closed as requested on May 26, 2015.
Our examination of your [redacted] account revealed [redacted] had your authorization to submit a recurring charge to the account. Consent to the charges was provided prior to the account closure, and therefore the charges on May 12, 2015 and July 10, 2015 were authorized. PenFed is required to accept pre-approved, recurring charges regardless of the closed account status. [redacted], and [redacted] requires cardholders to cancel recurring charges directly with the merchant.
Section 12 of the Cardholder Agreement for the PenFed Premium Travel Rewards [redacted] card states in part:
12. ACCOUNT CLOSURE. You or anyone jointly liable for the Account may terminate the Account at any time by notifying us orally or in writing. However, this will not relieve you or any of the other joint owners from liability for the repayment of any obligations arising from the use of the Account.
You may view the full Cardholder Agreement by accessing the following link: [redacted]
If you provide a merchant with your account information and you disagree with a charge they present, you must contact and inform them of your revoked consent to process recurring billings to your account. If you do not receive assistance from the merchant, you may submit a dispute with us. If there is a need to dispute this charge due to lack of cooperation from the merchant, please contact us at [redacted] to begin the dispute process.
I hope this information is helpful in providing you the steps necessary to resolve this issue. We value every opportunity to assist you with your financial needs and would welcome an opportunity to re-open your [redacted] credit card account
Sincerely,
John K[redacted]
Senior Vice President, Card Services
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed 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]