I am submitting this complaint regarding deceptive and misleading conduct by Pentagon Federal Credit Union ( PenFed ) in connection with my XXXX % cashback rewards credit card. Prior to making significant purchases on XX/XX/year>, I contacted PenFed via their official chat support to confirm that my account was active and eligible to earn the advertised XXXX % unlimited cashback. A PenFed representative explicitly confirmed in writing that my account was active and that I would receive XXXX % cashback on my purchases. Relying on this written confirmation, I proceeded to make {$1900.00} in purchases on the card. Subsequently, PenFed denied the cashback rewards associated with these purchases, stating that my XXXX % earning benefit had been XXXX. This directly contradicts the written confirmation I received from their representative prior to making the charges.…
CFPB COMPLAINT DATABASE
Pentagon Federal Credit Union
233 real consumer complaints filed against Pentagon Federal Credit Union at the Consumer Financial Protection Bureau in the last 12 months. 52 received relief from the company. Median federal response time: 15 days.
Most common issues
- 01Incorrect information on your report40
- 02Managing an account26
- 03Managing the loan or lease13
- 04Attempts to collect debt not owed12
- 05Problem with a company's investigation into an existing problem11
Top states filing
How others won relief
These complainants filed at the CFPB and the company refunded or credited money in response. The CFPB doesn't force outcomes, but it does force a response in 15 days.
I did a {$6000.00} balance transfer to my XXXX credit card where I was charged XXXX % transfer fee of {$180.00}. The promotion was XXXX % fee for the transfer with XXXX months of XXXX % APR so I am ok with the fee. The issue was that I was charged an additional fee for purchases on my credit card if the entire balance is not paid off. So if I continue to use my credit card I will be charged fees on any future purchases unless the entire balance including the balance transfer is paid in full. It is misleading that the balance transfer causes additional fees when they promote XXXX % APR for XXXX months. I spoke with XXXX and they said the verbage on the promotion states that fees will be charged if purchases are not paid in full. I explained that I paid enough to cover all my monthly purchases and extra to start to pay down the balance transfer. They informed me that any purchases on the card will incur fees until the credit card balance is XXXX.…
Complaint Regarding Accumulation of Late Fees and Failure to Review Call Recording Institution : PenFed Credit Union Loan Type : Auto Loan Internal Case Number : XXXX I am submitting this complaint regarding the handling of my auto loan by PenFed Credit Union and the accumulation of late fees that resulted from a single failed automatic payment. In 2023, XXXX of my automatic payments failed. Shortly after realizing this, I contacted PenFed directly while I was approximately 18 days late in order to ask about the ramifications of the missed payment and to ensure I handled the account properly moving forward. During that call, I specifically asked about what would happen as a result of the missed automatic payment. My intent was to resolve the issue in good faith and understand what steps were necessary to prevent additional problems with my loan.…
As a follow on to previous escrow issues with PENFED credit union, We recently reviewed our mortgage escrow account, and discovered a shortfall of funds to the negative amount of {$250.00}, We called Penfed to inquire why there was a negative amount, their response after reviewing our mortgage account their response was that they paid our county tax bill in the amount of {$2900.00} to the wrong property address and then charged our account with an escrow advance of {$920.00} which resulted in the aforementioned amount of XXXX. Our tax bill was not due yet and will be sent out in XX/XX/year>. We have exhausted our efforts calling and getting only verbal responses with no plan or solution in place, and to date Company has not reconciled our escrow account to correct amounts.
Company has been increasing my interest rate monthly which increases my payment, saying that they haven't received their duplicate title. I have taken days off of work to obtain the title. I send them the title and they say it's not received. So I send again and they say it was lost. So I send again and they say it's received and my payment goes back down. Then the next month it's increased again. And they say the title was never received. I have been dealing with this for 3 years. It's fraudulent practice.
Recent complaints
The 30 most recent complaints against Pentagon Federal Credit Union where the consumer chose to publish their narrative.
I am writing to formally request debt validation for a collection account mentioned in a letter I recently received. Under my rights through the Fair Debt Collection Practices Act ( FDCPA ), I ask that your office provide clear proof that the debt is valid. This should include the name of the original creditor, the amount owed, a full payment record, and proof that I am responsible for this debt. I am making this request to ensure the information being reported is accurate and not the result of a mistake, fraud, or confusion. While waiting for proper validation, I ask that you pause all collection activity and reporting related to this account, as allowed by law.
I am formally requesting a security freeze on my credit report in accordance with my rights under the Fair Credit Reporting Act ( FCRA ). I am actively disputing inaccurate information on my credit file and require the freeze to protect the integrity and security of my report during this process. I request that this freeze be implemented immediately and that I receive written confirmation of its activation without delay. Prompt action on this matter is essential to prevent potential harm from unauthorized access to my credit information. Thank you for your immediate attention.
We had a check bounced back twice. We called in several times to customer service. They didnt let us know that they resubmit items that caused my wife, XXXX and myself XXXX XXXX have over {$210.00} in fees when I spoke to XXXX XXXX check administrative supervisor she stated theyre not gon na do any favors for us anymore. And I wasnt asking for any favors, I was asking for advice or counseling via how these transactions go. We both have credit cards with them and a checking account and an overdraft account with them. We pay over some months {$350.00} in interest and now were being told that our issues are not gon na be tended to anymore and theyre not gon na do us any according to their words favors or service service us properly anymore which makes no sense to us because we use these credit cards. My own XXXX XXXX check comes into their account and now I think I have to look for another credit union because theyre all being extremely unkind to myself and my wife in a XXXX week. Period.
I have an auto loan with Pentagon Federal Credit Union ( PenFed ) that is currently flagged under bankruptcy status. Because of this, regular customer service representatives are unable to assist me, and I have been repeatedly told that only the bankruptcy department can handle my account. However, the bankruptcy department does not accept inbound calls and has failed to contact me despite multiple requests made through PenFed representatives. I recently received a repossession notice after being briefly past due, but I have since brought the account current. I am attempting to stay compliant and avoid repossession, but I am unable to obtain any information or assistance due to lack of access to the bankruptcy department. This situation leaves me without any way to manage or understand my account obligations. I am acting in good faith to maintain payments, but PenFed is not providing a way for me to communicate with the appropriate department.
I deposited an employer check under {$100.00} into my PenFed account. The funds showed as available in my account balance. I used autopay to XXXX XXXX taxes based on the available balance shown. The payment failed anyway and PenFed charged multiple fees ( {$10.00} + {$10.00} + {$30.00} ). I contacted the credit union twice requesting reversal of fees due to misleading funds availability but received no resolution. First time they said no because account was closed, and second time no one removed the fees. I have uploaded the statement, you can see where I had funds, made payment after it showed available balance, thought it would not go through so tried to make a payment for a smaller amount, then decided to pull funds when I realized it was not going through and this credit union is a scam for holding funds from employer deposit. Because of this issue I must now pay taxes in person using certified funds or cash.…
applied for an auto refinance loan with Pentagon Federal Credit Union. During the application process, I provided my personal information, including my vehicle VIN, and I was initially told that everything looked good and that I was approved. After that, I received another call stating that after running my VIN, they determined the vehicle value required me to pay an {$800.00} down payment in order to proceed. This requirement was not disclosed upfront during the application process. I asked for clarification about why this payment was required, what it was for, and whether it was refundable. I was told the {$800.00} payment was not refundable, and I did not receive a clear or satisfactory explanation. This raised serious concerns for me because it is not typical to require an upfront, non-refundable payment for a refinance loan, especially after being told I was already approved. I declined to proceed due to these concerns.…
Dear XXXX XXXX, I acknowledge receipt of your XX/XX/XXXX letter regarding my CFPB complaint. Respectfully, your response does not resolve the matter. As I explained previously, I had no choice but to pay the disputed charge when the reserved vehicle was given away. I promptly disputed the charge in accordance with the Billing Rights Summary, including responding to your XX/XX/XXXX request for information. Your own records confirm that my reply was timely, that a Member Concern Analyst located my email, and that PenFed reopened the case on XX/XX/XXXX and issued a temporary credit. Your letter further confirms that the merchant rebutted the charge on XX/XX/XXXX and that PenFed reversed the credit on XX/XX/XXXX. However, this reversal contradicts both the XX/XX/XXXX resolution letter in my XXXX XXXX case and the protections afforded under the Fair Credit Billing Act. The FCBA requires creditors to acknowledge disputes, investigate, and correct accounts where appropriate.…
I received XXXX PenFed prepaid reward cards totaling {$250.00} ( XXXX {$100.00} cards and XXXX {$50.00} card ). These cards recently expired ( XX/XX/year> ), and I am requesting reissuance of the remaining balances. These are prepaid reward cards, not points. Under federal gift card regulations, the underlying funds should not expire simply because the card itself has expired. I attempted to resolve this through PenFed customer service but was unable to reach a U.S.-based escalation team. I was told the cards can not be reissued, with no further assistance offered. I am requesting that PenFed reissue the remaining balances onto new cards or otherwise provide access to the {$250.00} in funds.
I am writing to formally lodge a complaint against PenFed Credit Union regarding their predatory and deceptive practice of " balance chasing. '' I have been an affluent, high-income member for over six years, maintaining a checking account, savings account, and multiple credit line products. Despite a perfect, on-time payment history and a solid credit profile, PenFed has repeatedly and systematically reduced the credit limits on my cards immediately following large payments. On multiple occasions, the moment I made a significant payment to reduce my balance, PenFed slashed my credit limit to meet the new, lower balance. They have done this across multiple cards without providing any prior notice or a clear explanation for these reductions. The Impact : These actions have directly caused : Credit Score Damage : By slashing my limits as I pay down debt, PenFed has artificially inflated my credit utilization ratio, causing significant and unjustified drops in my credit score.…
The Issue : Improper debt collection and failure to process a contractually mandated insurance claim ( XXXX XXXX XXXX ). Description : I am a former account holder of a credit union ( Original Creditor ) where I was enrolled in a XXXX XXXX XXXX XXXX XXXX XXXX '' ( Plan # XXXX ) covering life, disability, and involuntary unemployment, effective XX/XX/XXXX. In XXXX, I experienced a qualifying hardship ( involuntary unemployment/disability ) while this coverage was active. The Original Creditor has admitted in writing ( Ref :! XXXX ) that my coverage was active until XX/XX/XXXX, which encompasses the date of my hardship. Despite this, the Original Creditor failed to initiate the claim process and instead charged off and sold the debt to a third-party debt buyer. I am now being sued by a law firm representing the debt buyer in XXXX XXXX XXXX XXXX.…
Please accept this as a second complaint against PenFed Credit Union, supplementing my prior complaint on XX/XX/XXXX regarding a series of unauthorized debit card transactions. This complaint is specific to investigation failures that raise significant concerns regarding fraud detection controls, vendor oversight, and PenFeds refusal to conduct an independent investigation despite clear discrepancies in the third-party alert system and delayed fraud detection. These concerns directly implicate compliance with the Electronic Fund Transfer Act ( Regulation E ). ________________________________________ On XX/XX/year>, I requested a call with PenFeds Consumer Advocacy team. During this call, I was informed that PenFed relies solely on a third-party provider for fraud detection, investigation, and reimbursement determinations. I requested that PenFed conduct an independent investigation due to inconsistencies in the third-party fraud detection and alert system.…
I am filing this complaint against my bank regarding a serious payment processing issue involving my credit card account. On XX/XX/year>, I made a payment of {$600.00} from my deposit account to my credit card account within the same bank. The funds were successfully debited from my account, as confirmed by my transaction records. However, despite this being an internal transfer, the payment has not been credited to my credit card account after [ XXXX hours ]. This delay is unacceptable and inconsistent with reasonable banking standards for same-bank transactions. This situation is particularly urgent because the credit card is being used by my son, who is currently off-island attending XXXX. The failure to timely credit this payment places him at risk of declined transactions, inability to pay for essential expenses ( including food, transportation, and school-related needs ), and potential financial hardship while away from home.…
I had previously informed PenFed that the form they sent XXXX was not completed properly. They stated they would take care of it so my stolen funds could be restored. They did not. I received the attached letter from XXXX explaining the information that PenFed should have provided. I request they provide the correct information to XXXX so my funds, that they allowed to be transferred from my account without my knowledge or permission to be restored.
PenFed Credit Union inaccurately reported my mortgage as 60 and 90 days delinquent during an approved trial modification plan, despite all payments being made on time. This inaccurate reporting caused significant financial harm, including a mortgage denial, multiple credit limit reductions, and a substantial credit score drop. PenFeds Admission of Error : In their written response dated XX/XX/year>, PenFed explicitly stated : PenFed has determined that an error occurred. This confirms the reporting was inaccurate. Failure to Address Damages : Although PenFed admitted the error, they refused to provide compensation for the documented harm caused while the inaccurate reporting was present on my credit reports. Their position is that correcting the reporting fully resolves the error. This is incorrect. The harm occurred before the correction and remains unaddressed.…
Dear Consumer Financial Protection Bureau, I am submitting a complaint regarding my inability to access my account with PenFed Credit Union due to ongoing technical and authentication issues on their website. When attempting to log in, the system initially allows access but immediately displays error messages across the screen indicating authentication failures. These messages appear to be related to a third-party system, possibly XXXX, which PenFed is using as part of its verification process. As a result, I am effectively locked out of my account despite entering correct login credentials and being signed in. This error occurs upon signing into your account. This issue has persisted without resolution. I have made attempts to address the problem, but the institution has failed to correct the malfunction or provide a reliable way for me to access my account.…
I am writing to formally express my concern regarding a recent credit application decision by PenFed Credit Union. I applied for a credit card with your institution and, as part of the process, you conducted a hard inquiry on my credit report. Despite maintaining a credit score above XXXX, my application was denied. This outcome is both unexpected and concerning given my strong credit profile. What is particularly troubling is that I was informed that reconsideration is not available. As a result, I have incurred a hard inquiry on my credit reportnegatively impacting my scorewithout any meaningful opportunity to provide additional information, clarify potential issues, or have my application reviewed further.…
I was not made aware at any point during the initial stages of my mortgage process that there would be a {$490.00} fee for a third-party service ( XXXX ), nor that using this service would be required. I was first informed on XX/XX/XXXX that this fee would be necessary, and I received the formal request for payment on XX/XX/XXXX. I paid the full {$490.00} immediately upon receiving the request to avoid any delays in the underwriting process. Additionally, the initial pre-approval process was unnecessarily difficult and prolonged. It took approximately 30 days to verify my income, despite my providing all requested documentation in a timely manner. Communication throughout this process was poor, with questions often only partially answered or not clearly addressed. In contrast, my new mortgage broker has not encountered these same difficulties, highlighting concerns about the efficiency and handling of my file by the original broker.…
XXXX XXXX XXXX XXXX ( XXXX minute ago ) to me Issue : Funds being held / account restricted I am filing a complaint against PenFed Credit Union regarding restricted access to my funds. My account ( under the name XXXX XXXX, also known as XXXX XXXX ) has been flagged for suspected fraud, and as a result, my entire account has been restricted. While I understand that a specific deposit dated XX/XX/year> in the amount of {$5800.00} is under review, PenFed has also restricted access to verified legitimate funds that are not associated with this transaction. My account includes legitimate deposits such as income tax refunds and standard account activity, all of which can be verified with documentation. Based on my account statements, approximately {$3000.00} {$3000.00} represents verified funds that are not related to the disputed transaction.…
I am submitting this complaint regarding Pentagon Federal Credit Union in connection with a credit card account that was placed into charge off status after a servicing error and a debit card restriction that followed. Several months ago, I contacted PenFed to establish a payment arrangement on my credit card account. The representative who handled my request failed to properly process the payment arrangement. When I later contacted PenFed again after noticing that the account appeared closed in my online account, another representative explained what should have been done and acknowledged that the previous representative had not properly handled the arrangement. After that conversation, I escalated the issue several times in an attempt to resolve the matter. Despite my efforts, the issue was never corrected, and I did not receive follow up communication or a resolution.…
I'm inquiring why PenFed Credit Union continues to charge me {$60.00} monthly interest on purchases and {$27.00} on cash advances even if I didn't have a cash advance. These are charged every month regardless of any purchases I have made with their credit card. I have attached a copy of my payment history and their charges. My APR is 17.99 % which I feel doesn't equate to the amount of interest they're charging me monthly. Also, they report me to the credit bureau 's if I'm {$10.00} over my limit for that month.
XX/XX/XXXX I purchased a car and made a deposit of {$2000.00}. I returned the car next day it was having issues and did not feel save. The merchant has an established return policy and wanted to over charge me. In an effort to get my correspinding refund, I submitted a dispute through my bank on XX/XX/XXXX. XX/XX/XXXX my bank answered that the dispute was resolved in the merchant favor and debited my account XX/XX/XXXX. XX/XX/XXXX I follow_up with the merchant and stated that he did not recieve credit. XX/XX/XXXX I follow_up with the merchant and stated that he did not recieve credit. and stated that his merchant processor that the dispute was in my favor and I have to wait 395 days for credit. XX/XX/XXXX I recieved another letter from PenFed indicating I will be debited on XX/XX/XXXX. When this was done on XX/XX/XXXX.
PenFed Credit Union failed to perform its fiduciary duty regarding a domestic wire transfer of {$6700.00} ( XXXX XXXX XXXXXXXX ) initiated on XX/XX/year>. This negligence caused significant financial risk and unnecessary additional fees. Detailed Timeline : XXXX XXXX XXXX ) : The receiving bank ( XXXX ) sent a compliance inquiry ( XXXX XXXX ) for joint-owner verification. I provided my wifes Name/DOB to PenFed immediately on XXXX XXXX ( XXXX ) : I called PenFed multiple times daily to confirm the reply was sent. PenFed repeatedly failed to transmit the electronic response, causing the seller to charge me a late fee, which I had to pay via a separate second wire. XXXX XXXX XXXX ) : A PenFed " Concerns Department '' representative admitted on a recorded line that the verification was never sent despite my daily calls. They issued a {$25.00} credit as an admission of fault.…
I have had a PenFed account for more that 10 years. Recently I have had some issues with the IRS and they have begun garnishing my payroll. I had gone negative on my PenFed account as someone my bills have tried taking thier payments and I guess under a new policy the bank now charges for those trransactiosn, {$30.00} per so they added up causing me to negative more than {$500.00}, as payroll hit my account it has gone down. I looked into my account on Saturday to see about attaching it to another account so I can depot monies in there and get it out of the negative, I realized they closed my account and since they are no long part of the Co-Op deposit system it is challenging to find a ATM to deposit cash. My payroll is going in there this week and I was informed it would be returned as a result.
Subject : Retaliatory Account Restrictions After Filing CFPB Complaint To Whom It May Concern, I am submitting this complaint against PenFed Credit Union for what appears to be retaliatory and unfair treatment of my account after I exercised my right to file a complaint with the Consumer Financial Protection Bureau. On XX/XX/year>, I filed a complaint with the CFPB regarding PenFeds decision to close my debit card immediately before a holiday weekend without notice. The CFPB confirmed that the complaint was transmitted to PenFed on XX/XX/year>. Since that date fell on a XXXX when corporate offices are typically closed, the earliest the credit union would have reasonably reviewed the complaint would have been the following business days. Prior to the CFPB complaint, my checking account had no restrictions. I had full access to move my funds internally and externally without issue. In fact, on XX/XX/year>, I successfully initiated an external transfer through PenFeds system.…
I have been attempting to access PenFed 's hardship assistance program for over a year due to a significant income decline. I am a XXXX XXXX XXXX not a XXXX employee and my primary contract income declined by approximately 44 % between XXXX and XXXX. I have documented this with federal tax returns, XXXX forms XXXX bank statements, and a signed profit and loss statement. PenFed 's hardship application process repeatedly requests documentation that does not exist for self-employed borrowers, including pay stubs and employer verification. When I submit the equivalent self-employment documentation, my applications are rejected or deemed incomplete without clear explanation. I have contacted PenFed multiple times and submitted multiple complete applications. The process appears designed exclusively for XXXX employees and provides no viable pathway for XXXX contractors experiencing genuine financial hardship.…
I am requesting regulatory review of an auto loan balance being reported after a total loss vehicle claim that should have satisfied the loan through insurance and XXXX coverage. My vehicle, a XXXX XXXX XXXX, was declared a total loss on XX/XX/XXXX. Primary insurance paid {$13000.00} toward the loan balance. I had also purchased GAP coverage at vehicle purchase through the dealership, administered by XXXX XXXX XXXX, XXXX under a Security+Plus GAP Addendum. XXXX XXXX XXXX issued a GAP payment of {$3200.00}. After these payments, PenFed Credit Union reported a remaining balance and ultimately charged off {$8000.00}, while credit reporting now reflects a remaining balance of approximately {$5500.00}. The remaining balance appears connected to force-placed insurance ( CPI ) that was added to the loan during the same period GAP calculations were being performed. The loan ledger provided does not clearly show CPI removal entries or a transparent payoff reconstruction.…
My last contact with PenFed instructed me to contact XXXX ( the recipient of my funds ) for the status of recovering my funds ( total {$35000.00} ). On XX/XX/year>2026 I was finally able to get through the correct individual ( XXXX ) at XXXX. XXXX informed me they had requested a UIA form from PenFed on XX/XX/XXXX. They received the UIA but it did not contain the date of the transfer. PenFed was notified. When XXXX received nothing the closed the case on XX/XX/XXXX. PenFed needs to IMMEDIATELY send XXXX a complete and accurate UIA form so XXXX can take appropriate action to restore my stolen funds.
On XX/XX/year> Pentagon Federal Credit Union Personnel ( XXXX XXXX ) contacted a third party ( XXXX XXXX ) and provided information regarding my debt with Penfed. In this call the person talked about the amount owed and the number of missing payments. The number used by XXXX personnel was XXXX. As a callback number the person provided the following number : XXXX.
I am filing this complaint against Pentagon Federal Credit Union ( PenFed ) for the unlawful, indefinite seizure of my funds and the deliberate evasion of state banking regulations. Over 24 months ago, PenFed froze my account after I deposited a check that fully cleared the issuing bank. PenFed demanded a private bank statement from the check issuer 's institutionan impossible demand requiring a third party 's confidential financial records. PenFed has kept my account frozen for over two years. This is no longer an " active investigation '' ; it is an illegal seizure of assets based on an expired risk. PenFed is currently violating two major regulatory standards : ZERO Financial Liability ( UCC Violations ) : Under the Uniform Commercial Code ( UCC ), the maximum statute of limitations for an issuing bank to claim check fraud or initiate a chargeback is one year. Because over 24 months have passed, the issuing bank is legally barred from returning this check.…
On XX/XX/year>, {$10000.00} was transfered from my checking account ( XXXX ) and {$25000.00} from my savings account ( XXXX ) to XXXX. This was discovered by me the following day and I made a telephonic notification to XXXX XXXX the next day. They opened case number XXXX for the report. I received a letter dated XXXX/XXXX/206 stating, " Based on our investigation no error occured. '' I have since contacted XXXX by phone numerous times since then attempting to get the stolen funds restored with no results. Promises to get back in touch with me have not been kept. A police report of the theft was filed immediately with XXXX XXXX Police Department, XXXX ( Case # XXXX ) with XXXX XXXX. XXXX, badge # XXXX. My accounts with PenFed were closed immediately when I notified them of the theft and new accounts opened. I changed my login credentials on all financial accounts, reinstalled XXXX on my PC, and changed my login credentials.…
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