Revdex.com:
I have reviewed the response made by Mr. John K[redacted]. Vice President, Card Services in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I greatly appreciate Mr. K[redacted] time and effort on my behalf and sincerely thank him for his consideration. I look forward to doing business with Pentagon Federal Credit Union in the future.
Regards,
[redacted]
Dear [redacted], Thank you for following up with us about your PenFed Auto Loan. We received notification that proof of your insurance coverage for the time period of August 21, 2017 through November 4, 2017 was received and verified on November 28, 2017. Thank you for providing this additional information. With the verification of the coverage over the entire loan period, the Collateral Protection Insurance premium will not be added to your loan balance. We hope this matter is now fully resolved. Please feel welcome to call us at ###-###-#### if you have further questions or concerns. Sincerely, Christopher *. M[redacted] Vice President, Consumer Underwriting & Processing
Dear [redacted],I am writing in response to your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership. Though you submitted the complaint on August 4, 2017, due to a communication issue, we were not aware of it until October 23, 2017. Please...
accept my apology for our delayed response. I regret the difficulties you encountered with the establishment of your membership. Due to provisions in the U.S. Patriot Act, we must verify the identity of any person opening an account. If we are not able to do so or there is conflicting information, we require additional notarized identity documentation.Thank you for promptly providing the documents we requested. I apologize for the miscommunication with the information needed. Unfortunately, we were unable to validate the documents you emailed to us on August 1, 2017. Since we are unable to verify the documents, per regulation, we are not able to complete your membership. These requirements apply to all individuals opening a new membership with PenFed.To qualify for membership with PenFed, you elected to join [redacted] and paid their $17 membership fee. The membership application submitted through the PenFed website completed your memberships for both Voices and PenFed. Your $5 deposit to your PenFed share account was also made at that time. The application stipulates that the portion of the credit card charge to pay the Voices membership dues is non-refundable. The dues are paid directly to [redacted] and PenFed does not profit in any way from this fee.Your $5.00 deposit to your PenFed Share account was mailed to you on November 1, 2017, and your membership closed. Though we are late providing it to you, I hope my response addresses your concerns and provides some insight on our policies. �...⇄ Sincerely, PenFed Financial Intelligence
Your complaint filed with the Revdex.com regarding your PenFed Credit Union accounts was received in my office on August 24, 2015. I appreciate having the opportunity to address your concerns.
We consider providing a positive experience with every...
member interaction a service imperative. Providing accurate information is a key component of that goal. I apologize for the miscommunication about the status of your PenFed Platinum Cash Rewards [redacted] account during your conversation with our Member Service Representative regarding the past due payment.
In regard to the annual fee associated with your [redacted] account, in August 2013 we began assessing a $25 annual fee on all [redacted] Cash Rewards accounts where the cardholder did not qualify for ‘Plus’ status. Notices of this change in terms were mailed to all affected cardholders in August of 2013 with the changes taking effect in October of 2013.
The annual fee is assessed on the anniversary month of the account’s opening. In your case, this is April. Your March 2015 [redacted] statement included a reminder that the annual fee would appear on your next statement. Your April and May statements both showed a $25 balance with a
May 7, 2015 due date.
I understand your profile included outdated contact information which prevented us from reaching you about the balance due on your [redacted] account. Attempts to call were made in late May and, when we were not able to contact you by phone, a letter was mailed asking that you contact us.
Thank you for calling us on June 18, 2015 and making payment of the past-due balance. The representative assisting you refunded the $10 late fee assessed to your [redacted] account and updated your phone number. Unfortunately, by that date, your account was over 30-days past due and it reported as such to the consumer credit reporting agencies in accordance with the requirements of the Fair Credit Reporting Act. As a courtesy, we removed the negative reporting from your credit report as we trust that this was an oversight. Please allow 60 days for the credit reporting agency to complete the correction.
Regarding the auto loan, we carefully researched the reporting of an active PenFed auto loan in your name to the consumer credit reporting agencies. We found an auto loan check was disbursed to you on February 28, 2014. At your request, the loan was cancelled on
March 26, 2014 and effective dated to February 28, 2014 to prevent interest accrual. We send information to the consumer credit reporting agencies on a monthly basis. As this loan was active at the time of our monthly file submission to the credit reporting agency in March 2014, it appeared on your credit file. Though we subsequently reported the loan with a zero balance, this information did not update on your bureau files.
To correct this, on August 26, 2015, an update was submitted to the three major credit reporting agencies, [redacted], [redacted] and [redacted], to remove the loan from your credit report. Again, please allow up to 60 days for the agencies to complete the correction.
I am pleased you have chosen to carry the PenFed Platinum Cash Rewards [redacted] card in your wallet, and hope you will continue to be a committed cardholder and member.
Sincerely,
John K[redacted]
Senior Vice President, Card Services
I have always been with Pen fed since 09, I know most of their cards have no annual fees. Mine didn't for years but I guess it has changed terms and conditions which i'm okay with it. The negative credit report in my account was due because the fee was added to my 0 balance credit card, a zero balance that I kept for months. Thank you for taking care of this issue and I am expecting a change in my credit report. I understand it can take up 60 days from now. I will be checking that as well.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The information is not being reported correctly. The accounts were NOT closed in 2009. The first date of delinquency would have been in 2008. Please forward copies of documents you have for these accounts showing my ID and signature.
Regards,
[redacted]
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Visa account was received on May 22, 2017. I appreciate having the opportunity to address your concerns. I regret there was a misunderstanding about your monthly...
payment amount for your Visa account. Your October 16, 2016 statement reflected a $389 minimum payment due by November 13, 2016. After receiving your claim that there was an approximate $50 fraudulent charge on this statement, we closed the account and established a new one for your continued use. The authorized charges from the original account were transferred to the new account. While a statement was generated showing you were not obligated to pay the balance on the closed account, on November 16, 2016 and December 16, 2016 statements were also generated for the new account showing your approximate $20,000 balance and your minimum amount due. We did not receive payment for your November 13, 2016 due date until December 30, 2016. Our reporting of your late payment is accurate; therefore, we will not remove it from your credit report. Per your discussions with our Delinquency Control Department in December, you were aware of the balance owing and stated you were unable to pay for personal reasons. In subsequent communication with us, you refused to make payment until the 30-day delinquency reporting was removed from your consumer credit report. At this time, due to the lack of payment since March 28, 2017, you are again at risk of a late payment reporting. I urge you to make a payment soon, and contact our Delinquency Control Department at [redacted] if you are having difficulty with repayment. They will be pleased to work with you on payment arrangements. Sincerely, Jim K[redacted] Senior Vice President, Operations
[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]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: While I understand the admittance to some of the things Pen Fed has said , but it comes across as Pen Fed did me a favors by giving me the 3 missed payment's
. I would have no [0] missed payments if Pen Fed had not made this mistake . Last but not least , what about touching on the point about my credit score .. That was destroyed ???
Regards,
[redacted]
Your complaint filed with the Revdex.com regarding your PenFed Credit Union used auto loan was received in my office on May 29, 2015. I appreciate having the opportunity to address your concerns.
Your used auto loan was established August 5, 2013, with an...
original financed amount of $17,000.00.
The promissory note for this loan states verification of insurance must be provided for the financed vehicle. In the section titled, “Property Insurance and Taxes,” the promissory states in part:
Unless I provide you with evidence of insurance coverage required by my promissory note/ security agreement with you, you may purchase limited comprehensive and collision insurance at my expense to protect your collateral.
In signing the promissory note loan you agreed to provide verification of insurance coverage. PenFed did not receive insurance verification, so Collateral Protection Insurance (CPI) in the amount of $2,034.00 was added on August 21, 2014 for a lapse in insurance coverage between April 23, 2014 through April 23, 2015. Verification of coverage was received on August 29, 2014, with coverage beginning on August 20, 2014. PenFed issued a partial refund of $1,321.00 on September 2, 2014 effective to August 20, 2014.
PenFed received notice of a second lapse in insurance, and as such CPI was added to the loan effective January 5, 2015 through January 5, 2016. During your call to us on May 26, 2015 regarding your loan, it was explained if you were to pay the loan in full, you would receive a refund of the $1,897.00 premium.
Immediate action was taken to initiate the refund from the insurance carriers, and on June 2, 2015 a refund of $1,911.02 was credited to your regular share account for the CPI premium of $1,897.00 and $14.02 for accrued interest. As a courtesy, we also credited your regular share account with an additional $767.45 on June 9, 2015 to refund the remaining CPI premium for the time period between April 23, 2014 through April 23, 2015. You have now been refunded for all charges to your used auto loan for CPI coverage.
Your $11,000.00 and your $2,917.56 payments posted to your auto loan on May 26, 2015, thus concluding your obligation for repayment. I found no basis for refunding any portion of the finance charges assessed to your used auto loan.
I regret this experience left you with an unfavorable impression of the credit union. We value every opportunity to assist you with your financial needs.
Sincerely,
James *. K[redacted] Senior Vice President, Operations
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage account was received on January 29, 2018. I appreciate having the opportunity to address your concerns, and will also provide a response to the Revdex.com. Please accept our apology for the...
mishandling of your January 2018 mortgage payment. With the instructions you provided in November, we should have applied the additional funds to the January due date. Regrettably, we applied them toward the principal balance. Therefore, your January 18, 2018 mortgage statement showed both the January and upcoming February amounts due, and a $119.22 late fee. As a result of your January 20, 2018 phone conversation with our Mortgage Servicing Department, on January 23, 2018 we reapplied the principal payment as the January payment. This reversed the late fee and any indication of a late payment. At no time was the mortgage reported to the consumer credit reporting agencies as past due. Additionally, a corrected 2017 tax year IRS form 1098 is being generated, and will be available through PenFed Online and mailed to you.I hope we have fully resolved this matter. I ask that you allow us the opportunity to rebuild your trust in our ability to provide you with the best-in-class service you deserve. We appreciate that you chose PenFed for your mortgage needs, and look forward to serving you for many more years.Sincerely, Senior Vice President, Mortgage Servicing
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Lack of explanation of closing agent of previous loan (i.e. 5/5 Jumbo loan: We've specifically asked that any early payoff penalty) as well as recent loan (i.e. 15/15 Jumbo loan). No explanation of at the Good Faith Estimate. I could withdraw whole process (by paying processing fee ($6-700) at that time) if I was aware, I need to pay early payoff fee ($2100). This should be identified prior to closing not after closing. Nobody (closing agent nor PFCU mortgage agent) was able to answer at that time of closing on this fee (early payoff). Also, payoff statement ONLY indicate as "Other Fees Due". This is NOT acceptable for the customer of last 20 some years. Also, my recent mortgage package has been delayed sometime so that my lock rate has to be renew and PFCU needed to be hurried up before 2nd expiration of locked rate. I'm deeply disappointed PFCU position on this requiest and again request carefully reconsidering this and compensate financial impact due to lack of recent mortgage processing.
Regards,
[redacted]
I am writing in response to your complaint filed with the Revdex.com regarding a Pentagon Federal Credit Union (PenFed) application for credit. Though you submitted the complaint on September 19, 2017, due to a communication issue, we were not aware of it until October 23, 2017. Please...
accept my apology for our delayed response. We are disappointed to hear of your experience, and would like the opportunity to discuss your application and concerns in greater detail. Mr. , Operations Manager, has been attempting to reach you. He is looking forward to speaking with you, and I encourage you to return his call at . hank you for being a member of the PenFed community. We value every opportunity to assist you with your financial needs. Sincerely,Vice PresidentConsumer Underwriting & Processing
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership was received in my office on February 1, 2016. I appreciate having the opportunity to address your concerns.
Based on provisions in the U.S....
Patriot Act, PenFed must verify the identity of all potential members. To accomplish this, we compare the information provided in the membership application with that contained in a consumer credit report. If we are not able to obtain a credit report or there is conflicting information, we require additional documentation. When we are not able to review the documents in person, they must be notarized, color copies.
In the case of your membership application submitted on January 28, 2016, we were unable to verify your identity and address. Your membership was suspended until full identity verification could be completed.
Credit unions differ from other banking institutions in that an individual must be a member of the credit union to take advantage of its products and services. Every credit union has a field of membership and those individuals who fall within it are eligible for membership. Members of some defense-related organizations are eligible for PenFed membership, including the [redacted]. During your online application process, you elected to join [redacted] and paid their $14 membership fee. Your $5 deposit to your PenFed share account was also made at that time.
As you elected to not complete the membership process, we reimbursed you for the Voices’ dues. A check for $19 was mailed to your address on file on February 9, 2016.
I regret you were discouraged by the identity verification requirements for opening a new membership and wish you the best in your future banking experiences.
Sincerely,
Christopher *. M[redacted]
Senior Vice President, Operations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: My contention are as follow: On April 19, 2017; I did wrote a letter to The Department Of Veterans Affairs, Atlanta Regional Loan Center at Decatur, Georgia. Regarding my Certificate Of Eligibility for entitlement benefits. I address the issue with the Pentagon Federal Credit Union (PenFed). The PenFed claiming that my entitlement available is only for loan amount above $144.000. I request that the Veterans loan specialist expert explain us on written which is my entitlement benefits loan amount above $144,000. or below $144,000. I believe, I eligible to use this remaining entitlement for loan amount below $144,000. According of chapter 37, Title 38, U.S. Code.
Regards,
[redacted]
Your complaint filed with the Revdex.com regarding PenFed Credit Union’s disbursement of funds from your checking and share accounts was received on May 5, 2015. I appreciate having this opportunity to address your concerns.
You will recall PenFed...
received a Notice of Garnishment from the State of North Carolina (NC) Department of Revenue dated August 6, 2014 for the funds in your PenFed accounts. The garnishment stated it was for taxes due for the period January 1, 2013 to December 31, 2013, with an estimated total amount owing of $807.49 if payoff was completed by November 4, 2014. The garnishment indicated there would be a 20% charge by the State of NC if the lien was not paid in full in 60 days, plus additional interest and fees.
A copy of the Attachment and Garnishment along with PenFed’s Notice of Fee letter was mailed to you on August 13, 2014.
PenFed is required by law to withhold monies belonging to the taxpayer and forward those funds to the State of NC Department of Revenue. Our responsibility under this garnishment is ongoing until written notice from the Department of Revenue is received that we have been released from it. Should we fail to withhold and forward these funds, we can be held liable for the taxpayer’s debt to the extent of the failure to withhold.
Based on the lack of funds in your PenFed accounts, we closed the accounts and your membership on May 6, 2015. As a courtesy, the $10 ACH uncollected funds fee charged to your checking account on April 15, 2015 was refunded to you. You may contact the State of NC Department of Revenue for additional details on the funds still owing to them.
We understand the garnishment created a difficult financial situation for you, and recognize it is stressful for you. We hope you are able to resolve these issues with the State of North Carolina.
Sincerely,
Stanley *. S[redacted]
Vice President, Associate General Counsel
PenFed Credit Union
Thank you for contacting PenFed Credit Union. We are not able to reply to this concern, as it is not submitted by our member. Due to strict privacy regulations, non-account owners cannot be provided with information about member accounts.
Revdex.com:
I have reviewed the response made by Mr. John K[redacted]. Vice President, Card Services in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I greatly appreciate Mr. K[redacted] time and effort on my behalf and sincerely thank him for his consideration. I look forward to doing business with Pentagon Federal Credit Union in the future.
Regards,
[redacted]
Dear [redacted], Thank you for following up with us about your PenFed Auto Loan. We received notification that proof of your insurance coverage for the time period of August 21, 2017 through November 4, 2017 was received and verified on November 28, 2017. Thank you for providing this additional information. With the verification of the coverage over the entire loan period, the Collateral Protection Insurance premium will not be added to your loan balance. We hope this matter is now fully resolved. Please feel welcome to call us at ###-###-#### if you have further questions or concerns. Sincerely, Christopher *. M[redacted] Vice President, Consumer Underwriting & Processing
Dear [redacted],I am writing in response to your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership. Though you submitted the complaint on August 4, 2017, due to a communication issue, we were not aware of it until October 23, 2017. Please...
accept my apology for our delayed response. I regret the difficulties you encountered with the establishment of your membership. Due to provisions in the U.S. Patriot Act, we must verify the identity of any person opening an account. If we are not able to do so or there is conflicting information, we require additional notarized identity documentation.Thank you for promptly providing the documents we requested. I apologize for the miscommunication with the information needed. Unfortunately, we were unable to validate the documents you emailed to us on August 1, 2017. Since we are unable to verify the documents, per regulation, we are not able to complete your membership. These requirements apply to all individuals opening a new membership with PenFed.To qualify for membership with PenFed, you elected to join [redacted] and paid their $17 membership fee. The membership application submitted through the PenFed website completed your memberships for both Voices and PenFed. Your $5 deposit to your PenFed share account was also made at that time. The application stipulates that the portion of the credit card charge to pay the Voices membership dues is non-refundable. The dues are paid directly to [redacted] and PenFed does not profit in any way from this fee.Your $5.00 deposit to your PenFed Share account was mailed to you on November 1, 2017, and your membership closed. Though we are late providing it to you, I hope my response addresses your concerns and provides some insight on our policies. �...⇄ Sincerely, PenFed Financial Intelligence
Dear [redacted],
Your complaint filed with the Revdex.com regarding your PenFed Credit Union accounts was received in my office on August 24, 2015. I appreciate having the opportunity to address your concerns.
We consider providing a positive experience with every...
member interaction a service imperative. Providing accurate information is a key component of that goal. I apologize for the miscommunication about the status of your PenFed Platinum Cash Rewards [redacted] account during your conversation with our Member Service Representative regarding the past due payment.
In regard to the annual fee associated with your [redacted] account, in August 2013 we began assessing a $25 annual fee on all [redacted] Cash Rewards accounts where the cardholder did not qualify for ‘Plus’ status. Notices of this change in terms were mailed to all affected cardholders in August of 2013 with the changes taking effect in October of 2013.
The annual fee is assessed on the anniversary month of the account’s opening. In your case, this is April. Your March 2015 [redacted] statement included a reminder that the annual fee would appear on your next statement. Your April and May statements both showed a $25 balance with a
May 7, 2015 due date.
I understand your profile included outdated contact information which prevented us from reaching you about the balance due on your [redacted] account. Attempts to call were made in late May and, when we were not able to contact you by phone, a letter was mailed asking that you contact us.
Thank you for calling us on June 18, 2015 and making payment of the past-due balance. The representative assisting you refunded the $10 late fee assessed to your [redacted] account and updated your phone number. Unfortunately, by that date, your account was over 30-days past due and it reported as such to the consumer credit reporting agencies in accordance with the requirements of the Fair Credit Reporting Act. As a courtesy, we removed the negative reporting from your credit report as we trust that this was an oversight. Please allow 60 days for the credit reporting agency to complete the correction.
Regarding the auto loan, we carefully researched the reporting of an active PenFed auto loan in your name to the consumer credit reporting agencies. We found an auto loan check was disbursed to you on February 28, 2014. At your request, the loan was cancelled on
March 26, 2014 and effective dated to February 28, 2014 to prevent interest accrual. We send information to the consumer credit reporting agencies on a monthly basis. As this loan was active at the time of our monthly file submission to the credit reporting agency in March 2014, it appeared on your credit file. Though we subsequently reported the loan with a zero balance, this information did not update on your bureau files.
To correct this, on August 26, 2015, an update was submitted to the three major credit reporting agencies, [redacted], [redacted] and [redacted], to remove the loan from your credit report. Again, please allow up to 60 days for the agencies to complete the correction.
I am pleased you have chosen to carry the PenFed Platinum Cash Rewards [redacted] card in your wallet, and hope you will continue to be a committed cardholder and member.
Sincerely,
John K[redacted]
Senior Vice President, Card Services
I have always been with Pen fed since 09, I know most of their cards have no annual fees. Mine didn't for years but I guess it has changed terms and conditions which i'm okay with it. The negative credit report in my account was due because the fee was added to my 0 balance credit card, a zero balance that I kept for months. Thank you for taking care of this issue and I am expecting a change in my credit report. I understand it can take up 60 days from now. I will be checking that as well.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The information is not being reported correctly. The accounts were NOT closed in 2009. The first date of delinquency would have been in 2008. Please forward copies of documents you have for these accounts showing my ID and signature.
Regards,
[redacted]
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Visa account was received on May 22, 2017. I appreciate having the opportunity to address your concerns. I regret there was a misunderstanding about your monthly...
payment amount for your Visa account. Your October 16, 2016 statement reflected a $389 minimum payment due by November 13, 2016. After receiving your claim that there was an approximate $50 fraudulent charge on this statement, we closed the account and established a new one for your continued use. The authorized charges from the original account were transferred to the new account. While a statement was generated showing you were not obligated to pay the balance on the closed account, on November 16, 2016 and December 16, 2016 statements were also generated for the new account showing your approximate $20,000 balance and your minimum amount due. We did not receive payment for your November 13, 2016 due date until December 30, 2016. Our reporting of your late payment is accurate; therefore, we will not remove it from your credit report. Per your discussions with our Delinquency Control Department in December, you were aware of the balance owing and stated you were unable to pay for personal reasons. In subsequent communication with us, you refused to make payment until the 30-day delinquency reporting was removed from your consumer credit report. At this time, due to the lack of payment since March 28, 2017, you are again at risk of a late payment reporting. I urge you to make a payment soon, and contact our Delinquency Control Department at [redacted] if you are having difficulty with repayment. They will be pleased to work with you on payment arrangements. Sincerely, Jim K[redacted] Senior Vice President, Operations
[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]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: While I understand the admittance to some of the things Pen Fed has said , but it comes across as Pen Fed did me a favors by giving me the 3 missed payment's
. I would have no [0] missed payments if Pen Fed had not made this mistake . Last but not least , what about touching on the point about my credit score .. That was destroyed ???
Regards,
[redacted]
Dear [redacted],
Your complaint filed with the Revdex.com regarding your PenFed Credit Union used auto loan was received in my office on May 29, 2015. I appreciate having the opportunity to address your concerns.
Your used auto loan was established August 5, 2013, with an...
original financed amount of $17,000.00.
The promissory note for this loan states verification of insurance must be provided for the financed vehicle. In the section titled, “Property Insurance and Taxes,” the promissory states in part:
Unless I provide you with evidence of insurance coverage required by my promissory note/ security agreement with you, you may purchase limited comprehensive and collision insurance at my expense to protect your collateral.
In signing the promissory note loan you agreed to provide verification of insurance coverage. PenFed did not receive insurance verification, so Collateral Protection Insurance (CPI) in the amount of $2,034.00 was added on August 21, 2014 for a lapse in insurance coverage between April 23, 2014 through April 23, 2015. Verification of coverage was received on August 29, 2014, with coverage beginning on August 20, 2014. PenFed issued a partial refund of $1,321.00 on September 2, 2014 effective to August 20, 2014.
PenFed received notice of a second lapse in insurance, and as such CPI was added to the loan effective January 5, 2015 through January 5, 2016. During your call to us on May 26, 2015 regarding your loan, it was explained if you were to pay the loan in full, you would receive a refund of the $1,897.00 premium.
Immediate action was taken to initiate the refund from the insurance carriers, and on June 2, 2015 a refund of $1,911.02 was credited to your regular share account for the CPI premium of $1,897.00 and $14.02 for accrued interest. As a courtesy, we also credited your regular share account with an additional $767.45 on June 9, 2015 to refund the remaining CPI premium for the time period between April 23, 2014 through April 23, 2015. You have now been refunded for all charges to your used auto loan for CPI coverage.
Your $11,000.00 and your $2,917.56 payments posted to your auto loan on May 26, 2015, thus concluding your obligation for repayment. I found no basis for refunding any portion of the finance charges assessed to your used auto loan.
I regret this experience left you with an unfavorable impression of the credit union. We value every opportunity to assist you with your financial needs.
Sincerely,
James *. K[redacted] Senior Vice President, Operations
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) mortgage account was received on January 29, 2018. I appreciate having the opportunity to address your concerns, and will also provide a response to the Revdex.com. Please accept our apology for the...
mishandling of your January 2018 mortgage payment. With the instructions you provided in November, we should have applied the additional funds to the January due date. Regrettably, we applied them toward the principal balance. Therefore, your January 18, 2018 mortgage statement showed both the January and upcoming February amounts due, and a $119.22 late fee. As a result of your January 20, 2018 phone conversation with our Mortgage Servicing Department, on January 23, 2018 we reapplied the principal payment as the January payment. This reversed the late fee and any indication of a late payment. At no time was the mortgage reported to the consumer credit reporting agencies as past due. Additionally, a corrected 2017 tax year IRS form 1098 is being generated, and will be available through PenFed Online and mailed to you.I hope we have fully resolved this matter. I ask that you allow us the opportunity to rebuild your trust in our ability to provide you with the best-in-class service you deserve. We appreciate that you chose PenFed for your mortgage needs, and look forward to serving you for many more years.Sincerely, Senior Vice President, Mortgage Servicing
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Lack of explanation of closing agent of previous loan (i.e. 5/5 Jumbo loan: We've specifically asked that any early payoff penalty) as well as recent loan (i.e. 15/15 Jumbo loan). No explanation of at the Good Faith Estimate. I could withdraw whole process (by paying processing fee ($6-700) at that time) if I was aware, I need to pay early payoff fee ($2100). This should be identified prior to closing not after closing. Nobody (closing agent nor PFCU mortgage agent) was able to answer at that time of closing on this fee (early payoff). Also, payoff statement ONLY indicate as "Other Fees Due". This is NOT acceptable for the customer of last 20 some years. Also, my recent mortgage package has been delayed sometime so that my lock rate has to be renew and PFCU needed to be hurried up before 2nd expiration of locked rate. I'm deeply disappointed PFCU position on this requiest and again request carefully reconsidering this and compensate financial impact due to lack of recent mortgage processing.
Regards,
[redacted]
I am writing in response to your complaint filed with the Revdex.com regarding a Pentagon Federal Credit Union (PenFed) application for credit. Though you submitted the complaint on September 19, 2017, due to a communication issue, we were not aware of it until October 23, 2017. Please...
accept my apology for our delayed response. We are disappointed to hear of your experience, and would like the opportunity to discuss your application and concerns in greater detail. Mr. , Operations Manager, has been attempting to reach you. He is looking forward to speaking with you, and I encourage you to return his call at . hank you for being a member of the PenFed community. We value every opportunity to assist you with your financial needs. Sincerely,Vice PresidentConsumer Underwriting & Processing
Dear [redacted],
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) membership was received in my office on February 1, 2016. I appreciate having the opportunity to address your concerns.
Based on provisions in the U.S....
Patriot Act, PenFed must verify the identity of all potential members. To accomplish this, we compare the information provided in the membership application with that contained in a consumer credit report. If we are not able to obtain a credit report or there is conflicting information, we require additional documentation. When we are not able to review the documents in person, they must be notarized, color copies.
In the case of your membership application submitted on January 28, 2016, we were unable to verify your identity and address. Your membership was suspended until full identity verification could be completed.
Credit unions differ from other banking institutions in that an individual must be a member of the credit union to take advantage of its products and services. Every credit union has a field of membership and those individuals who fall within it are eligible for membership. Members of some defense-related organizations are eligible for PenFed membership, including the [redacted]. During your online application process, you elected to join [redacted] and paid their $14 membership fee. Your $5 deposit to your PenFed share account was also made at that time.
As you elected to not complete the membership process, we reimbursed you for the Voices’ dues. A check for $19 was mailed to your address on file on February 9, 2016.
I regret you were discouraged by the identity verification requirements for opening a new membership and wish you the best in your future banking experiences.
Sincerely,
Christopher *. M[redacted]
Senior Vice President, Operations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: My contention are as follow: On April 19, 2017; I did wrote a letter to The Department Of Veterans Affairs, Atlanta Regional Loan Center at Decatur, Georgia. Regarding my Certificate Of Eligibility for entitlement benefits. I address the issue with the Pentagon Federal Credit Union (PenFed). The PenFed claiming that my entitlement available is only for loan amount above $144.000. I request that the Veterans loan specialist expert explain us on written which is my entitlement benefits loan amount above $144,000. or below $144,000. I believe, I eligible to use this remaining entitlement for loan amount below $144,000. According of chapter 37, Title 38, U.S. Code.
Regards,
[redacted]
Dear [redacted],
Your complaint filed with the Revdex.com regarding PenFed Credit Union’s disbursement of funds from your checking and share accounts was received on May 5, 2015. I appreciate having this opportunity to address your concerns.
You will recall PenFed...
received a Notice of Garnishment from the State of North Carolina (NC) Department of Revenue dated August 6, 2014 for the funds in your PenFed accounts. The garnishment stated it was for taxes due for the period January 1, 2013 to December 31, 2013, with an estimated total amount owing of $807.49 if payoff was completed by November 4, 2014. The garnishment indicated there would be a 20% charge by the State of NC if the lien was not paid in full in 60 days, plus additional interest and fees.
A copy of the Attachment and Garnishment along with PenFed’s Notice of Fee letter was mailed to you on August 13, 2014.
PenFed is required by law to withhold monies belonging to the taxpayer and forward those funds to the State of NC Department of Revenue. Our responsibility under this garnishment is ongoing until written notice from the Department of Revenue is received that we have been released from it. Should we fail to withhold and forward these funds, we can be held liable for the taxpayer’s debt to the extent of the failure to withhold.
Based on the lack of funds in your PenFed accounts, we closed the accounts and your membership on May 6, 2015. As a courtesy, the $10 ACH uncollected funds fee charged to your checking account on April 15, 2015 was refunded to you. You may contact the State of NC Department of Revenue for additional details on the funds still owing to them.
We understand the garnishment created a difficult financial situation for you, and recognize it is stressful for you. We hope you are able to resolve these issues with the State of North Carolina.
Sincerely,
Stanley *. S[redacted]
Vice President, Associate General Counsel
PenFed Credit Union
Thank you for contacting PenFed Credit Union. We are not able to reply to this concern, as it is not submitted by our member. Due to strict privacy regulations, non-account owners cannot be provided with information about member accounts.