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.

close

Find a Location

PenFed Credit Union has 23 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PenFed Credit Union

  McLean, VA 22102-3381

• 

  PenFed Credit Union

  2930 Eisenhower Ave Alexandria, VA 22314-4557

• 

  PenFed Credit Union

  1101 Grade Ln Louisville, KY 40213-2673

• 

  PenFed Credit Union

  205 Davis Rd Augusta, GA 30907-2495

• 

  Pen Fed Credit Union

  4630 Exchange Service Dr Dallas, TX 75236-1506

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:05/20/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding my experience with Pentagon Federal Credit Union (PenFed) related to unresolved service fee charges and the delayed handling of my request to change my account to a free checking account.I made multiple requests (three in total) for my account to be converted to a free checking account, with each request specifically stating that I also wanted to be refunded for the ongoing service fees that had accrued as a result of not processing my request in a timely manner. Despite my repeated communication, PenFed did not update my account until after the third request, and during this period, approximately $600 in service fees were charged.This issue could have been easily resolved if my initial request had been handled properly. Instead, I was forced to follow up multiple times, and the fees continued to accrue due to PenFeds delay. I believe this constitutes poor account management and failure to take timely action on a clear customer request.I am requesting a full refund of up to $600 in service fees, which were incurred due to the banks inaction, not my own.I hope this matter can be resolved quickly and fairly. I am happy to provide any supporting documentation if needed.Sincerely,******* ******* ********** ******************** PenFed Account #: ************

  Business Response

  Date: 05/29/2025

  We received your Better Business Bureau complaint on May *******. We appreciate the opportunity to address your concerns.
  
  Thank you for speaking to a PenFed representative on May *******, regarding the monthly service fees you were charged on your Access America checking account. Per your request, the representative converted your account a Free Checking account, so you will no longer be charged a monthly service fee in the future.
  
  We carefully reviewed your account history and found that during your previous phone calls with us, we explained the requirements to have the service charged waived for the account. We also offered to convert your account to a Free Checking account, which you declined at that time. Since your account opening, we have waived $180 in service fees as a courtesy. We will not approve your request to waive any additional monthly service fees, as these fees were valid.
  
  We hope this information has been helpful.
  
  Sincerely,
  
  Senior Vice President, Operations Support 

• Initial Complaint

  Date:05/20/2025

  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.

  Someone open a ***** account in my name and transferred money from my account . I called ***** and they told me its a different address listed on that account that is not in my state . Penfed credit union closed my account state I was liable for the transfer . Im working with ***** to figure out who open up this account on my name . I still have a balance with penfed on my online savings account account ending in 8013 and I would like the balance to be transferred to my credit card automatically or send to my address on file in a check . I received a letter in the mail stating for me to call to get check issued out by mail however when I call customer service tells me there is nothing they can do .

  Business Response

  Date: 06/03/2025

  We received your Better Business Bureau complaint on May *******. We appreciate the opportunity to address your concerns.
  
  After a thorough investigation, we determined that your accounts with ********************** were maintained in a manner contrary to sound financial practice. Therefore, we placed permanent restraints on your accounts and closed your credit card to further purchases. We addressed your concerns regarding this situation in our response to your complaint registered with the ************************************ in April 2025.
  
  At your request, we transferred the balance in your savings account, less the $5.00 deposit required to maintain your membership, as a payment to your credit card on May 29, 2025. We closed your checking account and mailed the balance to your address on file on
  May 30, 2025. Please allow five to seven business days for delivery.
  
  Sincerely,
  
  Senior Vice President, ***************************
  
  

• Initial Complaint

  Date:05/12/2025

  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.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 05/15/2025

  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 auto loan.
  
  In April 2025, in response to a prior credit reporting dispute, our Credit Bureau Oversight team thoroughly reviewed your loan, then sent you a letter validating your debt and confirming the accuracy of the information we furnished to the credit reporting agencies.
  
  After receiving the current BBB complaint, we again thoroughly reviewed your loan. The information we provided to the credit reporting agencies regarding your loan remains accurate. In accordance with the Fair Credit Reporting Act (FCRA)guidelines, we will continue furnishing accurate account information to the consumer credit reporting agencies.
  
  We did not sell your debt. After charging off the account, we assigned it to **** ****** for further collection attempts; however, we remain the owner of the debt. If you would like to make payment arrangements to satisfy the remaining outstanding balance, please contact **** ****** at ************.
  
  I hope this information is helpful.
  
  Sincerely,
  Vice President, Consumer Loan Servicing & Administration

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On November 4, 2023, I filed a BBB complaint (#********) relating to PenFed Credit Union not providing enough character space for me to fully enter the legal name of my son's Special Needs Trust beneficiary information. I received calls from a PenFed *** who promised they would work on the situation and get it resolved. That man LIED to me giving me nothing but lip service. It is now 1.5 years later and PenFed did absolutely nothing to fix the issue detailed in my complaint. I've checked periodically since then as recently as today and nothing was ever done. While I gave them the benefit of the doubt, PenFed has proven themselves to be untrustworthy. In the spirit of now understanding how dishonest their ***************** was in calling to me and lying to me so that I would drop my complaint, I'm filing another one and will continue to file them as often as possible until the problem is resolved since it was apparent that PenFed had no intention to honor their word and resolve this very important issue to me.

  Business Response

  Date: 05/22/2025

  We received your Better Business Bureau complaint on May *******. We appreciate the opportunity to address your concerns.
  
  As stated in our prior responses to your concerns in November 2023, your sons trust, The Special Needs Trust of ********* ******-*****, is listed as the beneficiary on each of your PenFed accounts. We provided you with a confirmation letter stating the ownership of each account in September 2023. Due to character limitations, we abbreviated the beneficiary name to be displayed consistently across your accounts within the ********************** Online portal. We conferred with you on the best way to abbreviate the name of the trust to fit the parameters.
  
  Our communication with you has been transparent with the most up-to-date information available. At the time of your prior complaints in November 2023, we indeed had a project in development to remove the character limit for the beneficiary designation field. However, due to numerous system limitations that could not be resolved, we were unable to proceed with this project and the character limit will remain in place for the foreseeable future.
  
  We will reiterate that the beneficiary designation as viewed within PenFed Online is simply for your personal reference. The signed account signature cards remain on file and stand as the official legal documentation designating the trust as the accounts beneficiary. Should any question arise as to the beneficiary designation on your accounts, the account signature cards with your sons special needs trust information will take precedence over any terminology displayed in the online platform.
  
  Thank you for being an engaged member of our community and taking the time to share your valuable feedback.
  
  Sincerely,
  
  Senior Vice President, Marketing
  

  Customer Answer

  Date: 05/23/2025

  I do not accept the response provided by PenFed, but rather I acknowledge their stance that they have no interest in resolving my complaint because their apparent one-time solution failed and they did not consider any alternate ones.
  With a Masters in IT, I am neither uneducated nor ignorant regarding computer programming issues. I have familiarity with most fundamental aspects of software engineering to include requirements gathering, software design, coding, and testing. I also had significant experience with database design and implementation in software programs.
  

  PenFed stated that in November 2023 there was a project to remove the character limit for the beneficiary designation field, but due to numerous system limitations, they were unable to proceed with the project and that character limit will remain unchanged. The magic of programming is that if one option is unfeasible, there are other options that can be implemented. If an unlimited number of character spaces for the beneficiary designation field was not possible,a finite but increased number of character spaces could have been attempted.  Yet, the character limit of the beneficiary designation field has not increased by even one character since my previous complaint.

  Although not listed in my complaint, the same inadequate character spacing problem exists for account names as well. I recently opened and immediately closed a Rep ***** account. I provided the Social Security paperwork requested to open the account and when the account was generated, instead of the account name showing my name as Rep ***** for my son as shown on the Social Security paperwork, only my sons name was listed as the account holder,and nowhere in the account information was it described as a Rep ***** account.

  ********************** **************** yet again advised yet that there is not enough character space to list the account name correctly but they could see the Rep ***** information in their system even though I could not in the customer portal. When I explained to the representative that since I (and ******** caseworkers) could not verify by customer review of the account that it was a Rep ***** account, I could not use it and closed it. The representative commented that other customers closed their accounts for the same reason.

  Because my son receives disability income and benefits, he is not allowed to have more than approximately $2000 in his name directly or otherwise, all his benefits will be revoked. Obviously,PenFed is ignorant of the fact that many ******** caseworkers as part of their annual renewal review will often ask for screen shots of the account where a recipients disability payments are deposited to ensure it is not a personal savings account and to also ensure fair share expenses are being paid.

  A general PenFed letter documenting that an account is a Rep ***** as suggested by PenFed **************** is meaningless to the ******** caseworkers. They must see the account type as shown on the day of their review; theyre not interested in a letter from a year ago, a month prior, or even a day prior because the account type may have been subsequently changed. If they cannot verify the information shown on the account, then my son would lose his benefits.
  

  PenFed considers customers seeing correct beneficiary designation, account name, etc. through the customer portal as only a personal reference which is a disrespectful level of arrogance towards their customers theyre stating that customers should be satisfied with only ********************** **** fully seeing our important information in real time while we the customer cannot.

  I clearly stated with my prior complaint that my acceptanceof the resolution was contingent based on the expectation that the problem would be satisfactorily addressed, and it wasnt.  However, PenFed has made it extremely clear that they have no intention of doing anything more regarding my complaint and have no concerns that so much information cannot be displayed in the customer portal due to unacceptable limited character spacing. Most certainly, the terrible BBB, ******, and Yelp reviews seem to accurately reflect the current state of PenFed service and customer dissatisfaction.

  
  

• Initial Complaint

  Date:05/10/2025

  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.

  I am submitting this complaint regarding a collection account reported by *********************************************** that is being inaccurately reported on my credit report. The information being furnished does not reflect the correct status, balance, or payment history of the account. I have previously disputed this with the credit reporting agencies and/or PenFed but have not received a satisfactory resolution or correction.Under the Fair Credit Reporting Act (FCRA), furnishers of information are required to report accurate and complete information and to correct any errors once notified. Despite this, the inaccurate reporting remains, and it is negatively impacting my credit standing. I am requesting that PenFed conduct a full investigation into the matter and either correct or remove the inaccurate information from all credit reporting agencies. I also request documentation validating the accuracy of the information currently being reported.

  Business Response

  Date: 05/13/2025

  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 account.
  
  After receiving the current BBB complaint, we thoroughly reviewed the information we furnished to the credit reporting agencies regarding the status,balance, and payment history for your account 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 for the account, 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. On May 13, ******* mailed you copies of your January and February 2025 credit card statements. You enrolled in electronic statement delivery. If you would like us to mail you additional copies of your credit card statements, you can contact our ************** team at ************. You can find information about our current service fees at *************************************************************************.
  
  After charging off the account, we sold the debt to Security Credit Services.They can be contacted at ************ to make payment arrangements to satisfy the debt.
  
  I hope this information is helpful.
  
  Sincerely,
  Vice President, Consumer Banking

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  MY DEBIT CARD WAS COMPROMISED AT AN AREA ATM, ON OR ABOUT MARCH 30, 2025. I CONTACTED PENFED CU FOR ASSISTANCT ON MARCH 31, 2025. I WAS INFORMED TO GET A POLICE REPORT TO CONTINUE THE PROCESS. I ATTEMPTED TO LOG INTO MY ACCOUNT TO SECURE NEEDED STATEMENTS, ONLY TO LEARN THAT THE ACCOUNT WAS LOCKED. I CONTACTED PENFED FOR AN EXPLANATION TO NOW AVAIL. I WAS TOLD PENFED WOULD ***** THE DOCUMENTS, NEVER GOT THE ***** A FEW WEEKS LATER I GET A LETTER STATING THAT MY ACCOUNT WAS CLOSED. MIND YOU I HAVE MONEY IN MY ACCOUNT, ********************** DID NOT SEND THESE FUNDS BUT CLOSED THE ACCOUNT.I CONTACTED ********************** ON MAY 9TH, AND WAS INFORMED THAT PENFED WAS WAITING FOR ME TO CALL, BEFORE THE FUNDS WOULD BE RELEASED. HOW STUPID. I WOULD THINK PENFED WOULD CONTINUE TO ASSIST ME TO RECOVER MY MONEY, THE REASON GIVEN WAS " I CAUSED PENFED TO INCUR A LOSS DUE TO MY ACTIVITIES" I WOULD LIKE AN EXPLANATION OF HOW I CONTRIBUTED TO ANY LOSSTHAT AFFECTED PENFED. I'M THE VICTIM.ALTHOUGH THERE WERE MANY TRANSACTIONS, I CAN ONLY ATTEST THAT THE WITHDRAWALS ON 3/30/25 ($254.00) ($304.00) I DID NOT MAKE.

  Business Response

  Date: 05/15/2025

  We received your Better Business Bureau complaint on May 10, 2025.We appreciate the opportunity to address your concerns.
  
  Our records show that on April 5, 2025, you spoke to our Card Member Security team to report $916 in *** transactions, which occurred between December 9, 2024 to March 30, 2025,as fraudulent.
  
  On April 18, 2025, we sent you a letter informing you that we denied your claims for the transactions in the amounts of $254, $304, and $43, because the transactions occurred more than 60 days after the statement generated showing the first disputed transaction, which is outside the allowable timeframe to dispute unauthorized transactions. We issued a total of $315 in provisional credits for the remaining disputed transactions that occurred within the allowable timeframe.
  
  Due to activity that is contrary to sound financial practice, in accordance with section four of our Membership Agreement and section seven of our Cardholder Agreement, we permanently restrained your membership profile. To view our Membership and Cardholder Agreements, please visit ************************************************************************************************** and *********************************************************************************.
  
  Per your request, we mailed you a check for the available funds in your account on May 12, 2025. Please be aware that this amount includes the provisional credits that we issued for the *** transactions you reported as fraudulent. We are still investigating your claim. If we determine that the claim is not resolved in your favor, we will reverse our provisional credits, and you will be responsible for paying back any negative balance this will cause.
  
  We wish you the best in your future banking endeavors.
  
  Sincerely,
  
  Senior Vice President, ***************************

  Customer Answer

  Date: 05/17/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ***** ******
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  o Whom It May Concern, I am writing to formally express my deep concern and dissatisfaction regarding PenFed Credit Unions recent decision to deny me credit. I have a credit score of 692, an annual income of $180,000, and a strong credit history with no negative marks. Additionally, I have successfully paid off a $50,000 auto loan, further demonstrating my creditworthiness and financial responsibility. The stated reason for the denialalleged high utilization on one credit accountis both insufficient and unacceptable given my overall financial profile. A single account with higher utilization does not reasonably justify a denial when all other indicators reflect strong credit management. Given the strength of my application, I am compelled to question whether this decision was influenced by discriminatory factors, specifically race. If so, this would constitute a violation of the Equal Credit Opportunity Act and is a matter I take extremely seriously. I am requesting an immediate and thorough review of my application, as well as a detailed written explanation of the specific criteria used to deny my credit request. Should I not receive a satisfactory response, I am prepared to escalate this matter to the ************************************ and seek legal counsel if necessary.

  Business Response

  Date: 04/30/2025

  We received your Better Business Bureau complaint on April 29, 2025. We appreciate the opportunity to address your concerns.
  
  Thank you for considering PenFed for your auto lending needs.
  
  PenFeds decision concerning your recent credit request was based upon established lending guidelines without regard to race, color, religion, national origin,***, marital status, age, whether any income was derived from a public assistance program, and whether any rights were exercised under the Consumer Credit Protection Act.
  
  We consider many factors when reviewing an application for credit, including income,current indebtedness, the relationship of debt to monthly income and credit history. Each of these factors must meet our lending guidelines. The Adverse Action Notice we sent you is compliant with current policies and regulations. 
  
  While we are unable to change our loan decision, you are welcome to reapply for an auto loan in the future.  
  
  We hope this information is useful and wish you the best in your future banking experiences.  
  
  Sincerely,
  
  Assistant Vice President, Consumer Lending Operations

  Customer Answer

  Date: 04/30/2025

  [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: 23265281
  
  I am rejecting this response because: Their reason is not valid.
  
  
  Regards,
  
  ******** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  I have been a credit card account holder for about 5 years. Never been late on a payment. Initially i was given a 6500 limit. About 2 years ago it was lowered to 5500. I have on occasion used most if the limit for short times and then payoff in large payments or at once while still making my monthly payments. About 2 weeks I paid the current balance in full about 5300. I week later I used the cars for 1000. No issues. I then went to use it again last week and was declined. Finding out that my 5500 credit limit had been reduced to 1100. I called. Was told they mailed a letter, which I still have not received. Over rhe past 3 months i have paid off over ***** in debt on various accounts. How can they reduce my limit when i have never defaulted?

  Business Response

  Date: 05/02/2025

  We received your Better Business Bureau complaint on April 29, 2025.We appreciate the opportunity to address your concerns.
  
  Thank you for choosing PenFed for your credit card needs. We evaluate all PenFed credit cards on a periodic basis to determine if credit limit increases or decreases are warranted. We decreased your PenFed credit card limit on April 24, 2025, as a result of our normal account review and mailed you a notification letter with the reasons for our decision. You should receive this letter in the mail shortly. We understand your disappointment with this decision and are sorry this led you to close the account.
  
  We hope this information is helpful and hope you will keep PenFed in mind for your future financial needs.
  
  Sincerely,
  
  Assistant Vice President, Consumer Lending Operations

  Customer Answer

  Date: 05/06/2025

  [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: 23262895
  
  I am rejecting this response because:
  I still have not received and letter and want an exact reason why a long term customer in good standing would have their credit limit reduced after just paying off the current balance?
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/09/2025

  We received your rejection of our response to your Better Business Bureau complaint on May 8, 2025. We appreciate another opportunity to address your concerns once again.
  
  As stated in our prior response to you on May 2nd,we regularly evaluate our members credit card accounts to determine if the credit line requires adjustment. In April 2025, we decreased the limit on your credit card as a result of our normal account review, in accordance with your cardholder agreement. We understand your disappointment with our adjustment and regret any inconvenience it has caused you.
  
  You should receive the explanation letter in the mail shortly.Please contact our team directly at ************ if you have any further questions.
  
  Sincerely,
  
  Assistant Vice President, Consumer Lending Operations
  

• Initial Complaint

  Date:04/26/2025

  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.

  I am writing to inform you about a fraudulent account that has been opened in my name with Pentagon Federal Credit Union (PENTAGON FCU). I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent ******************************** Name: Pentagon Federal Credit Union (PENTAGON FCU)Opened Date: 7/3/2006 Account Number: ****************High **********************: $3,419.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  Business Response

  Date: 05/06/2025

  We received your Better Business Bureau complaint on April 26, 2025.We appreciate the opportunity to address your concerns.
  
  Our records show that you were listed as authorized user on the account in question.
  
  After careful review, we accepted your identity theft claim and removed you from the account on May 1, 2025. We also submitted a request to the credit reporting agencies to remove the account from your consumer credit report. Please allow 30 to 60 days for the credit reporting agencies to make the change on your report. We mailed you a confirmation letter detailing our actions, which you should receive soon.
  
  We hope this information has been helpful. If you have any additional questions regarding this matter, please call us at ************. One of our representatives would be happy to assist you further.
  
  Sincerely,
  
  Senior Vice President, Enterprise Fraud Management
  

• Initial Complaint

  Date:04/22/2025

  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.

  Im attempting to refinancing my VA loan with Pen Fed. My loan is set to close Friday, but the credit unions fraud team has refused my documentation for membership despite the web page they send me to clearly stating that a bill must be within 60 days for address verification (they want one within 30 days) and they have also declined my W2 and my personal 2024 signed tax return for verification of Social Security, despite their same website stating that it is a viable form of verification. Not only this, but provided supporting documentation to prove my residence and my income to their mortgage processor and underwriters who have approved my loan. Ive sent a copy of my current government military ID, my *****, my most recent signed tax return with supporting pay stubs. I have provide my valid drivers license. I have provided my most recent W2. I have provided a copy of my VA compensation award letter showing my SSN. The only thing they will accept is a copy of my social security card, which I lost in my move last year. I have ordered a new one, but it will not arrive in time to close my loan. There has been no reasonable attempt to accept all of the supporting documentation that I have provided. I feel like the credit union is trying to falsely deny my loan because the mortgage rate have increased since I made the application. There is no other explanation. A simple scan of check systems or ***** Nexis VERID would confirm my identity for any other financial institution. Im a branch manager at a credit union and Ive been in the business for 20 years. I have never seen such nonsense. It should be illegal to state on the web site that they send me to, to claim that certain verification documents are acceptable and then deny them. Pen Fed refuses to escalate this concern to a vice president or president that can make an executive decision to look at all of the proof I have shared about my legal residence and identity in the plethora of documentation I have provided.

  Business Response

  Date: 04/26/2025

  We received your Better Business Bureau complaint on April 22, 2025.We appreciate the opportunity to address your concerns and regret your previous interactions with us have not resolved your concerns.
  
  We take security at PenFed seriously and we have a number of safeguards in place to ensure our members funds are protected. We regret these policies and subsequent interactions with our teammates caused you any misunderstanding or inconvenience.
  
  After further review, we can confirm you provided the necessary documentation to confirm your identity, and we have established your regular share savings and membership. We will use your situation and candid feedback to identify opportunities for improvement.  
  
  We regret this experience left you with an unfavorable first impression of our credit union. We hope to have the opportunity to serve you for many years to come.
  
  Sincerely,
  
  Senior Vice President, ***************************