Complaints

This profile includes complaints for PenFed Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PenFed Credit Union

  McLean, VA 22102-3381

• 

  PenFed Credit Union

  2930 Eisenhower Ave Alexandria, VA 22314-4557

• 

  PenFed Credit Union

  6935 W Adams Ave Temple, TX 76502-5532

• 

  PenFed Credit Union

  2338 Lumpkin Rd Augusta, GA 30906

• 

  PenFed Credit Union

  255 Hopkins Corner Drive Waynesboro, GA 30830

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Penfed is gouging poor twice widowed mothers like myself for OD fees after denying me overdraft protection when I set up my account. I started receiving my SSA widow's pension and set up all of my bills on autopay, but some companies have sent the ***'s through earlier than the date I set them for at times which caused OD, then some sent them through more than once, so I explained all to the credit union and they reversed the fees, they did NOT pay any of the *** transactions EVER, so they are out NOTHING, but then gouged me for each transaction for a $30 fee!! They know I am living only on my widow's pension and have not received my state pension yet too, I am a prior county, state and federal worker. I also worked most of my career in commercial and investment banking so now they pay near nothing to return an ***, so there is no legitimate reason to even have a fee for such, other than they want to target poor people and widows like myself who they think are stupid enough to pay them!! They currently have over $90 in fees sitting on my account and are refusing to reverse them. I am moving my direct deposit to my other bank due to all, but I still want this money reversed. They are clearly picking and choosing only those they can make money off to do business with and they have horrible customer service and 0 business ***'s. They have a 1 out of 5 rating online and try to hide these, you have to look up Penfed complaints. Had I done so prior I would never have set my SSA direct deposit up with them and I will tell everyone I know not to either and I know a lot of people!!

  Business Response

  Date: 06/20/2025

  We received your Better Business Bureau complaint on June 13, 2025. We appreciate the opportunity to address your concerns.
  
  We also responded to your similar CFPB complaint on June *******. As explained in that response, we have waived multiple NSF fees on your checking account as a courtesy. We recommend that instead of setting your bills up for autopay, you wait until you have received your monthly direct deposit and then submit each bill payment manually once you have confirmed you have sufficient funds available. This will help you avoid *** fees in the future.
  
  We will not reverse any more fees on your checking account as they are valid based on your account management and activity, and not the result of any PenFed error.
  
  We hope this information is helpful and trust that it clarifies our decision on additional fee refunds.
  
  Senior Vice President, Operations Support 

  Customer Answer

  Date: 06/20/2025

  [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: 23465295
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly contacted pen fed and told them to stop sending their junk mail to my home but they have ignored my request and keeping sending their junk. They don't even have the right name on the junk and address me as ***** *********. IT'S SO DISRESPECTFUL! If I wanted to do business with them, I already would be but I will NEVER, NEVER, NEVER trust my hard-earned money with a business that doesn't even have enough respect to get my name right on their junk mail. I want my name (my correct name and incorrect name) and address removed from their mailing list IMMEDIATELY AND PERMANENTLY. I also NEVER want them to use the phone number and email address I provided in this complaint to be used to contact me for any reason.

  Business Response

  Date: 06/18/2025

  We received your Better Business Bureau complaint on June 13, 2025. We appreciate the opportunity to address your concerns. 
  
  Thank you for informing us that you do not wish to receive marketing material from PenFed. At your request, we have updated our records.We also recommend opting out of receiving prescreened marketing materials directly with the credit reporting agencies at ******************* or **************.  
  
  Sincerely,
  
  Senior Vice President, Marketing

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Pentagon Federal Credit Union (PenFed) regarding a promotional benefit that was not honored after I fulfilled all the stated requirements during my recent auto loan transaction. I have been a loyal member of PenFed for several years. While shopping for a vehicle, I chose to use PenFeds advertised ****************** powered by *******, which was promoted as offering members an average savings of $2,851 off MSRP when purchasing from their approved dealerships. Following PenFeds instructions: I used their ****************** (TrueCar integration) to locate a vehicle. I found a suitable vehicle at an approved dealership, Northside *****, located at ************************************************************************************************ approximately 55 miles from my residence in **********, Texas. I applied for an auto loan through PenFed using their car buying service. My loan was approved, and the vehicle was purchased from Northside ***** on May 7, 2025, for a total of $64,560.00 PenFed made the payment to the dealership, and the vehicle was delivered to me. Despite complying with all requirements and completing the purchase through PenFeds promoted channels, I have not received the $2,851 promotional savings that were clearly advertised. This benefit was a significant factor in my decision to use PenFeds services. I have attempted to resolve this matter directly with PenFed, but to date, the $2,851 has not been credited to my loan account or returned to me in any form. It is my understanding that the coordination between PenFed and its approved dealers should not be my burden. As a consumer, I met all the advertised qualifications and should receive the promised benefit. Please help me in this regard as I am a loyal customer of ********************** and I even have my home loan with them and they should be loyal to me as promise in their website and I followed all their instructions. ****** H. ******* ****************************************************************************************

  Business Response

  Date: 06/16/2025

  We received your Better Business Bureau complaint on June 13, 2025. We appreciate the opportunity to address your concerns.
  
  Thank you for choosing PenFed for your auto lending needs.
  
  Members who use the PenFed ****************** powered by TrueCar save on average $2,851 off the vehicle Manufacturers Suggested Retail Price (MSRP). As stated in the disclosures section of the ****************** page on our website, Your actual savings may vary based on multiple factors,including the vehicle you select, region, dealer, and applicable vehicle-specific manufacturer incentives, which are subject to change. The **** is determined by the manufacturer and may not reflect the price at which vehicles are generally sold in the dealer's trade area, as many vehicles are sold below MSRP. Each dealer sets its own pricing.
  
  We regret any misunderstanding you may have had regarding how your savings would be applied. The amount you saved was included in the vehicles purchase price and will not be credited separately by PenFed to your loan balance.
  
  We thank you for being a valued member of the PenFed community.
  
                                                                          Sincerely,
  
                                                                          Assistant Vice President
                                                                          Consumer Lending Operations

  Customer Answer

  Date: 06/18/2025

  [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: 23462897
  
  I am rejecting this response because:

  Subject: Rebuttal to Response Regarding PenFed ****************** Experience
  
  Thank you for your response. However, I must respectfully disagree with the justification provided, as I believe the PenFed ****************** advertising and communications were misleading and did not reflect my actual experience.
  I located and engaged with a PenFed-approved dealerdespite it being 55 miles from my residencebased solely on PenFeds advertised benefit of an average $2,851 savings by using the TrueCar-powered service. I bypassed another ***** dealer much closer to me and chose a less convenient option,fully trusting the advertised benefit and the credibility of PenFeds partnership with that dealer.
  I fulfilled all the conditions stated in your promotional materials in good faith, expecting to receive the advertised savings as a direct reduction to the vehicles purchase price. At no point did PenFed coordinate with the dealer to ensure the promised savings were applied, nor was I informed clearly that the advertised savings were not guaranteed or directly facilitated by PenFed.
  As a result, I declined a more favorable financing offer from Credit Humanwho provided better termsjust to utilize PenFed's service and receive the $2,851 credit, which ultimately was never honored. I feel misled and taken advantage of, especially considering I am a long-standing PenFed member who acted in good faith.
  This experience not only caused financial disadvantage but also considerable frustration. I strongly urge PenFed to reevaluate how these promotional claims are communicated and whether adequate safeguards are in place to ensure that members actually receive the promised benefits.
  I look forward to a more satisfactory resolution, and I remain hopeful that PenFed will do the right thing in light of this situation.
  Sincerely,
  ****** *******
  **********************************************
  ************
  

  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/19/2025

  We received your Better Business Bureau complaint on June 19, 2025. We appreciate the opportunity to again address your concerns regarding your recent auto loan application.
  
  Thank you for taking the time to share your feedback. It is crucial we are aware of any negative experiences our members encounter.
  
  While we regret that you feel we did not adequately explain the nature of any potential sales price discount, we reject your characterization of our advertising and communications as misleading. Our website, **************************, only references average savings by members on the vehicle sale price, if they utilize our ******************* Our advertising material does not promise any specific vehicle sale price discount amount.
  
  We hope that this experience does not dissuade you from again considering PenFed for your lending needs in the future. If you have any questions about our products or programs, our ************** team would be happy to assist you at ************.
  
  Sincerely,
  Assistant Vice President, Consumer Lending Operations

  Customer Answer

  Date: 06/24/2025

  [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: 23462897
  
  I am rejecting this response because:

  Per PENFED instructions I followed all the procedure. Now I want to know that they are not honouring their offer and playing gimmicks with their response and to BBB. Can PENFED explain me what benefit did I received using their ****************** and drove 55 miles away from my residence to find their approved Dealership. When I went to this dealership he gave me a price with out any involment of PENFED car buying service. When I informed PENFED about this Dealership they should have contacted the Dealer or inform me their negociation which PENFED never did.
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sirs/Madams: I, **** **** Polo, owner of *****************, ****************************, and ******************************** am writing to you. I am informing you about a situation that has become extremely tedious and detrimental. Since 2019, I have been a victim of fraud related to your company, speci?cally with an account that unjustly appears on my credit history. I have sent multiple previous communications regarding this matter, without obtaining a satisfactory solution to this serious problem. I demand the immediate and de?nitive removal of the fraudulent account that continues to appear on my credit reports. This account was opened without my express authorization and has been formally reported as fraudulent previously. To facilitate the location and processing of this request, I am providing you with my social security number: ***********. The exhaustive investigation carried out on this account has unequivocally con?rmed that it was a line of credit that was never granted or used by me. Therefore, no debt is associated with it, since you, Pentagon Credit Union, never disbursed said money. I grant you an unextendable period of 72 hours from the date of this letter to proceed to remove this erroneous information from all your internal records and, crucially, from the reports issued to the credit agencies Equifax, Experian, TransUnion, and any other relevant bureau. If I do not receive a satisfactory response and con?rmation of the removal within the established period, I will be forced to initiate immediate and forceful legal actions, seeking the means to sue you for the substantial damages and losses that I have suffered since ********************************************************************************* our lawsuit. I appreciate your prompt and due attention to this matter of utmost priority. My lawyers will contact you if a favorable resolution is not obtained within the indicated period.

  Business Response

  Date: 06/13/2025

  Dear member,
  
  We received your Better Business Bureau complaint on June 10, 2025. We appreciate the opportunity to address your concerns.
  
  Our records show you joined PenFed in May 2018 and opened Overdraft Line of Credit (****) ending in 3777 on July 10, 2019. You subsequently made multiple advances from the **** to your PenFed checking account but did not make a payment to the outstanding balance. We charged off the **** due to non-payment on April 23, 2020. Based on this information we deny your claim that the account is fraudulent.
  
  Our credit reporting is accurate, and we will not remove the account from your ********************** report. PenFed operates in compliance with all applicable state statutes and federal codes.
  
  In March 2025, we also received a credit bureau dispute from you claiming the account was the result of ID theft. Our Fraud team investigated your claim and subsequently denied it, confirming the account was your responsibility.
  
  I trust this information is helpful. Please be aware we will dismiss similar subsequent identity theft claims or requests as frivolous, without compelling documentation to the contrary.
  
  Sincerely,
  
  Senior Vice President, ***************************

  Customer Answer

  Date: 06/13/2025

  [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: 23447520
  
  I am rejecting this response because:
  

  Subject: Request for Information Regarding Unauthorized Account
  Dear Sirs,
  

  I am writing to request detailed information regarding an account that has been reported under my name. It is important to clarify that this account was never opened with my consent, and therefore, I demand an investigation into its legitimacy.
  

  Since day one, I have informed you that this account is fraudulent, and as such, I am fully entitled to dispute its validity. If you claim that this account is mine, I request that you provide documentary evidence to support this claim, including:
  

  Call records showing how and when the account was opened.
  

  Account statements detailing the origin and destination of the funds.
  

  Additionally, this situation is harming a U.S. entrepreneur, and fraudulent accounts should be reported as such. Since the beginning, I have been disputing this false information, which you continue to report, forcing me to request the necessary documentation to conduct my investigations.
  

  If this account is legitimate, you are obligated to provide the requested information. However, if you fail to do so, it would confirm that the account is fraudulent and that it has been improperly reported to obtain benefits from relevant departments.
  

  I expect your prompt response and willingness to resolve this matter transparently.

  Sincerely,
  **** ***** Polo
  Regards,
  
  **** ***** Polo
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from PenFed with an offer to refinance my auto loan. On the letter it showed a loan amount higher than what I currently owe. I used the ** code and followed the instructions. They affected m y credit report and told me that they could approve an amount almost $5,000.00 lower than what they originally offered based on the PenFed value guidelines. When they sent me the offer in writing the model and the year of the car was known as well of how much I pay. They sent me an email saying that I needed to bring my loan down by almost $5,000.00 so they could approve my refinance but why sent me a letter if they were not able to refinance my loan. I didnt initiated this refinance, they did with a false advertisement. Please help me. Thank You!!

  Business Response

  Date: 06/11/2025

  We received your Better Business Bureau complaint on June 6, 2025.Thank you for considering PenFed for your auto lending needs and for the opportunity to address your concerns.
  
  The pre-qualification offer letter we sent you stated, Maximum used car loan advance will be determined by PenFed using a JD Power value.Financing is available up to the JD Power valuation plus tags, title, taxes and extended warranties not to exceed 125% in the **** Up to 110% financing is available in *********** and **************.  
  
  The full vehicle details were not available to us prior to you completing the online application. We appreciate you taking the time to complete the full application, including providing the vehicle details required to complete a valuation. Unfortunately, based on our lending guidelines, the vehicle did not qualify for the full loan amount requested.
  
  We understand your disappointment with the maximum loan amount offered, but we hope that you decide to proceed with your application.If you have any additional questions, you can contact our ************** team at ************.
  
  Thank you for being a valued member of the PenFed community.
  
  Sincerely,
  
  Assistant Vice President, Consumer Lending Operations 
  

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  COLLECTION AGENCY is violating the Customer Name, they removed it from one bureau and did not removed it from rest of the bureaus.

  Business Response

  Date: 06/10/2025

  We received your Better Business Bureau complaint on June 6, 2025.We appreciate the opportunity to address your concerns.
  
  We previously responded to your **** complaint in March 2025, and several complaints we received directly from you, confirming the information we furnished to the credit reporting agencies for your PenFed loan was accurate. In March 2025, we sent you copies of your loan agreement and consolidated statements to validate your debt.   
  
  We do not change information that is reporting correctly. We have not requested any credit reporting agency to remove your PenFed loan. We believe the integrity of the information obtained through the credit reporting agencies is reliant on all financial institutions reporting full and accurate information.
  
  We hope this information is helpful.
  
  Sincerely,
  
  Vice President, Consumer Loan Servicing & Administration

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the last week or so my transactions on this card have started to decline. No notification from the bank. I just went to use a different card because I'm a busy person. I then find out a few days later my credit limit was reduced from $21,300 to $5,000. No explanation at the time, no email, phone call, etc informing me of this. This essentially caused my card to be maxed out unintentionally. I finally received a letter on Monday 6/2, probably a week later after the transactions began to decline information me of the credit limit reduction due to "carrying too many recent cash/cash like transactions or buy now pay later balances."..... These companies who offer these "******, Affirm, etc INCREASE your limit as you continue to pay on time, so its like one group is saying it's good to use these services and the other is not, its is rather conflicting.These transactions always get paid off. I didn't know it was frowned upon to use. I have never been close to maxing out this balance (only 20-25% of the credit WAS being used before they reduced it). Payments have never been missed. I have had this card for over 10 years with the same credit limit with no issue. I feel this is an unfair reason to mess up a customer's ********************** (now that my utilization has taken a hit due to to my overall available credit being reduced by over $15,000) I don't see myself ever doing business with this organization again unless they rectify this situation. I will not be using this card anymore and will be cutting it up upon the outcome of this case. If PenFed does not like pay in 4/buy now pay later transactions, I won't put them on the card anymore, but it is a completely unfair reason to negatively affect someone's credit considering the history I have had with the business (auto loans included), 0 missed payments, etc. I am requesting my original credit limit be reinstated due to it unfairly being reduced (as it never was touched over the 10 years I have had this card with them).

  Business Response

  Date: 06/05/2025

  We received your Better Business Bureau complaint on June 2, 2025.We appreciate the opportunity to address your concerns.
  
  We are grateful you chose PenFed for your credit card needs and understand your disappointment with our adjustment to your PenFed credit card limit.
  
  We regularly evaluate our members credit card accounts to determine if the credit line requires adjustment. As a result of our routine account review in accordance with our cardholder agreement, we decreased the limit on your PenFed credit card and mailed you an Adverse Action Notice, which explained our decision.  
  
  As we do for all PenFed credit cards, we will continue to evaluate your account to determine if future adjustments, either limit increases or decreases, are warranted.  
  
  We hope this information has been helpful.
  
  Sincerely,
  
  Assistant Vice President
  Consumer Lending Operations

  Customer Answer

  Date: 06/05/2025

  [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: 23408415
  
  I am rejecting this response because: This is the same bs response I have already been told twice by your people. I was told by one of your **** (and the mailed document) that it was due to too many Buy Now, Pay Later purchases. I was not aware that is was a crime to have these types of transactions. Some banks (i.e. ******* don't even allow these transactions, so if it is something that PenFed does not like (and is going to punish its members for doing so), then they should restrict the entire transaction type altogether instead of punishing me by reducing my credit limit to an amount where it shows my card is now maxed out. To reiterate, my credit limit has not been adjusted/reevaluated, etc  for the over 10 years I have had this account. I have made ALL my payments on time. This card was not even CLOSE to using all of the available credit before the credit limit was reduced.

  If my credit line cannot be restored I will cease using my account and will be cutting up the card. I have no reason to keep this card anymore. I will also continue to spread word of mouth in all channels possible (review sites, social media, etc) to make sure people stay clear of PenFed because of its deceptive practices. There are much better alternatives if this is how their customers are going to be treated. 

  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Penfed has an external bank linked to my account in which i have repeatedly asked to unlink or help me to unlink all external banks from my account. After combing through my account having extreme difficulty getting any assistance due to fraudelent activity robbing my account. ********************** has a personal bully who is responsible for getting the most complicated calls. This particular person pretends to want to help you all the while on a recorded call that she is aware of knows this call is being recorded after telling me i dont make sense. Im am trying to find where $1500 disappeared to and she is right it doesnt make sense. I just found my third party account called "null" what is that??? With no option to delete. Does Penfed call customers at 6:54 and not say anything or introduce themselves. Is it normal to limit a customers bank statements after a dispute is raised?? This has got to be an attack on people of color with this bank because the treatment is unheard of. I have asked to remove ******** account ending 2162, its still there!!! While they dont honor their terms and conditions in the event of fraud!!!!

  Business Response

  Date: 06/06/2025

  We received your Better Business Bureau (BBB) complaint on May 31, 2025.We appreciate the opportunity to address your concerns.
  
  We received and responded to your complaints registered with the ************************************ (****) in April and May 2025. Our Member Concerns team called you in response to your April *************************************************************************** report as fraud.After multiple conversations, you ultimately advised us that you wished to withdraw the fraud claims and disputes we filed in response to your complaint.
  
  In response to your May 2025 complaint, our Member Concerns team again called you on May 30, 2025, to discuss your concerns. You declined to discuss any of the topics raised in your complaint but instead asked to remove the external account later referenced in your BBB complaint. Our team completed the request and removed the external account from your ********************** profile on May 30, 2025.
  
  Your statements continue to be available within PenFed Online. Our written response to your May 2025 CFPB complaint addresses your concerns with the internal transfers between your PenFed accounts.
  
  We are committed to fair and responsible practices and do not permit or tolerate discrimination in any aspect of our business. We have made every effort to assist you with each concern brought to our attention. If you have further questions or concerns about specific transactions or general account security, please feel welcome to contact us at ************.
  
  Sincerely,
  
  Senior Vice President, Operations Support

• Initial Complaint

  Date:05/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no contractual obligation with PENTAGON FCU and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since PENTAGON FCU has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 06/03/2025

  We received your Better Business Bureau complaint on May *******. We appreciate the opportunity to address your concerns.
  
  Thank you for the opportunity to address your concerns regarding your PenFed credit card accounts.
  
  We can confirm you hold two credit card accounts with **********************. One account is active but over its credit limit, while the other is over its credit limit and is seriously delinquent. We have thoroughly reviewed the information we furnished to the credit reporting agencies regarding the status, balance, and payment history for your accounts and confirmed it is accurate. In accordance with the Fair Credit Reporting Act (FCRA) guidelines, we will continue furnishing accurate account information to the consumer credit reporting agencies.
  
  The Cardholder Agreement, which can be found online at **********************************************************, describes your responsibility:
  
  By activating and using or permitting others to use the Card or account number,you agree to the terms and conditions contained in this Agreement and accept responsibility for all authorized actions taken with the Card or account number.
  
  You are currently enrolled in electronic statement delivery which you can access through your active PenFed Online account. If you would like us to mail you copies of your credit card statements for verification, or if you would like to discuss payment arrangements to satisfy the debt, you can contact our ************** team at ************.
  
  Sincerely,
  
  Vice President, Consumer Loan Servicing & Administration

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Pentagon Federal Credit Union. I do not have a contract with ***** Acquisition Ventures, they did not provide me with the original contract as I requested

  Business Response

  Date: 05/28/2025

  We received your Better Business Bureau complaint on May 23, 2025.We appreciate the opportunity to address your concerns.
  
  You obtained the loan in question in February 2021, and we have a signed promissory note on file. The loan became significantly past due,and we charged off and subsequently sold the account to ******************************* due to non-payment. They now own the debt and are responsible for its servicing. Please direct all future inquiries to them at ************.
  
  You may contact us at ************ to request copies of your promissory note or statements.
  
  Sincerely,
  Vice President, Consumer Loan Servicing and Administration