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

  PO Box 1432 Alexandria, VA 22313-1432

• 

  PenFed Credit Union

  1101 Grade Ln Louisville, KY 40213-2673

• 

  McGraw-Hill Federal Credit Union

  120 Windsor Center Dr East Windsor, NJ 08520-1407

• 

  Penfed Credit Union

  1199 N Eglin Pkwy Shalimar, FL 32579-1252

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:09/21/2022

  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 got the car in April 23,2022 my first payment on the car wasn't due until June 7,2022 I paid $2,295.60 on May 5,2022 for 5 months. I made a payment on September 2,2022 of $920.54and also $25.00 they rejected the payments again on September 8,2022, and added on $75.00 in rejection fees because of stopped payments that I didn't stop. I recently made a payment on September 14,2022, in the amount of $920.54 and a rejection payment of $25.00 also on September 14,2022. I seen in my account that PenFed Credit Union had both payments processing in my bank account transaction. On September 19,2022 I seen that both amounts in my account that was suppose to been taking out for the two payments I made was took out and the amount was reversed back into my account. I call Penfed because I seen on they site I pay the carnote I had two messages stating that it was stopped payments. I talked to my bank and asked why are payments being stooped from my account if I never called to have any payments stopped and my Bank told me it wasn't coming from they end and to contact Penfed and I ''called, PenFed and 'asked'' why my payments was stopped and they said it could of been me or my bank I told them no that was my first time calling my bank too see why my payments keep getting stopped. I even made the payment on the phone with one of Penfed workers and the amount of $918.24 and a $25.00 rejction fee.payment was stopped and they added on a $75.00 rejection fee. So I made a nother payment on Sept 20,2022 in the amount of $918.24 and a payment of $25.00 on the same day. I'm waiting to see if they gone to accept my payment or reject it and add on extra fees.and say it wasn't on they end. My Next payment is not due until 11/7/2022 I tried to pay two months so that would made my next payment would of been Jan 7,2022.

  Business Response

  Date: 09/26/2022

  We received your Better Business Bureau complaint on September 26, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with our Consumer Banking Member Experience team regarding this matter. We hope the phone call was helpful. We received your ************************************ complaint on September 21st, and will be responding there.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Senior Vice President, Consumer Products

  Business Response

  Date: 10/01/2022

  We received your Better Business Bureau complaint on September 26, 2022. We appreciate the opportunity to address your concerns.
  
  Congratulations on your recent auto purchase. I am sorry to hear about the recent difficulties you encountered trying to make your loan payments.
  
  Thank you for taking the time to speak with our Consumer Banking Member Experience team regarding this matter on September 23, 2022. I hope the call provided clarification on why your payments were returned to us by your bank as stopped. I understand you spoke with your bank again, and they confirmed future payments should process without issue.
  
  As a courtesy, on September 23, 2022, we refunded the four returned ACH fees.
  
  I hope this information is helpful and our actions have fully resolved your concerns. Thank you for being a PenFed member.
  
  Sincerely,
  
  Senior Vice President, Operations Support

  Customer Answer

  Date: 10/04/2022

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

• Initial Complaint

  Date:09/08/2022

  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.

  Was working with srun p*** on a home loan but he is unresponsive to emails or phone calls. Called Penfed to request someone else and after being transferred around was hung up on

  Business Response

  Date: 09/14/2022

  We received your Better Business Bureau complaint on September 13, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with our Home Loan Relations team on September 13, 2022,regarding this matter. We trust the phone call helped provide resolution, and we encourage you to reach out to them if you have any additional questions or concerns.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Senior Vice President, Mortgage Chief Operating Officer

• Initial Complaint

  Date:09/08/2022

  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.

  Every time I request for the Dividends from my 5 money market accounts to be sent be sent to my external bank & credit Union accounts on the Pen Feds online account for some reason keeps changing back to send a check because the last time I complained a month ago Penn Fed sent these Dividend checks USPS to my residence which I did not request I have contacted this credit union 3 or 4 times hoping that this credit union would rectify this issue, I called back today 9/8/2022 9:00 AM and complained once again because I received a e mail letting me know that these money market Dividends have been sent out, so when I went back to check my on line account it showed that the amount was being paid by check instead of being sent electronically to my external bank and credit union accounts, as requested.

  Business Response

  Date: 09/19/2022

  We received your Better Business Bureau complaint on September 10, 2022. We appreciate the opportunity to address your concerns.
  
  We sincerely apologize for the technical issue we are experiencing currently with Money Market Certificate dividends being mailed by check, rather than being transferred electronically. Our Information Technology (IT) department is aware of the issue and is actively working toward a resolution.
  
  In the meantime, we encourage you to set your certificate dividends to be transferred to another PenFed account in your name. You may then transfer the funds to your external financial institution as desired. We realize this is not ideal, but we hope it can alleviate your concerns with receiving paper checks until the technical issue is resolved. Please contact us at ************ if you need assistance updating your dividend options or establishing the external transfers.
  
  Thank you for taking the time to write with your feedback. We value every opportunity to serve you.
  
  Sincerely,
  
  Senior Vice President, Operations Support

  Customer Answer

  Date: 09/22/2022

  [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: ********
  
  I am rejecting this response because: its still showing that you can make transfer Money Market transfers to external banks so instead of FIXING it ASAP so the customers can without any issues and complaints Penn Fed insist that the customers transfer to their accounts only which is what I already did the other day because I have NO other options and the same time making the customer go back and forth to DOUBE CHECK every time to make sure that this issue didn't CHANGE on its own or maybe someone at Penn Fed is making these changes I don't know and why is it so had for Penn Fed to send out E mails to us customers that their system is not working correctly or at all instead of sending out emails that they have new rates every time there is a rate change. And since I am STUCK with these Money Markets and can't close them out due to being penalized and wanting to take my business elsewhere, because of the ****** system that we the customers are IMPATIENTLY waiting to get fixed because this customer patience has just about had it with Penn Feds Lousy service and DRAGGING their feet at getting these IT issues FIXED here in the 21st century along with the incompetence of Penn Feds customer service who puts you on hold of up to 25 mins while periodically checking to see if your still there while waiting to get an answer for the customer as to why their Dividends CHANGED from external account to check.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/08/2022

  Type:Billing 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.

  I have a pen fed cd account #*******-**-* . I want to close the account but there saying I have to pay a penalty but when I opened the account I was told over the phone by there customer service that if I closed it within the first year I would not have to pay a penalty so I want the account closed and the penalty waived.

  Business Response

  Date: 09/15/2022

  We received your Better Business Bureau complaint on September 12, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to email with our Research team regarding this matter. We trust the emails helped provide resolution, and we encourage you to reach out to them if you have any additional questions or concerns.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Senior Vice President,Operations Support

  Customer Answer

  Date: 09/17/2022

  [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:09/06/2022

  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 applied online for a credit card with Penfed Credit Union. On the last step before the "submit" button, I got a ERROR notification. I called the company to find out what happened. During our conversation, I discovered that Penfed was not a good fit for me. I asked the employee to cancel my application, and she agreed. I belong to ********, and the next thing I know, I was notified they placed a hard inquiry with the credit bureaus. I call the Penfed, explained what happened, and was told, "We are unable to reverse it." My application number is ********

  Business Response

  Date: 09/26/2022

  We received your Better Business Bureau complaint on September 12, 2022. We apologize for your experience with our Gold credit card application and we appreciate the opportunity to address your concerns.
  
  On September 4, 2022, we received your online credit card application. We understand you received an error at the end of the application process, but our systems did not register the error and it did not prevent the application from being completed and submitted for evaluation. Prior to receiving the error, you consented to PenFed obtaining a copy of your consumer credit report for the purpose of evaluating the application and you electronically signed the application documents.
  
  We appreciate you taking the time to speak with our Consumer Banking Member Experience team on September 16, 2022, to discuss this matter further. As our Member Experience team explained, you initiated the application in good faith and consented to PenFed obtaining a copy of your credit report. We, in turn, considered both your consumer credit report and your application for credit. We regret we were unable to approve the completed application and we emailed you a letter outlining the reasons for our decision.
  
  We believe the information obtained from the consumer credit reporting agencies is reliant on all financial institutions reporting full and accurate information, so we will not be able to remove the inquiry associated with the application. While we understand this was not the outcome you desired, we hope the information provided in this response is helpful and clarifies our position. Thank you for considering PenFed for your financial needs.
  
  Sincerely,
  
  Senior Vice President, Consumer Products

• Initial Complaint

  Date:09/03/2022

  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 a car loan with Pen Fed Credit Union.They unilaterally and without any warning raised my interest rates from 3% to the maximum allowed of 17.99%When I called to inquire why the increase took place, they informed me that I had failed to provide the title of the car to them I contested that by specifying that I did in fact follow all instructions and uploaded a copy of the title.They countered by saying that they needed am original. As the only instructions provided to me where on how to upload a digital copy of the title online, I could not have possibly provided the original in that fashion.I am quite happy to send them the original as well, but at this point they are refusing to reset the rate to the preagreed amount and demanding higher payments from me.

  Business Response

  Date: 09/14/2022

  We received your Better Business Bureau complaint on September 9, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with our Collateral Control team on September 12, 2022,regarding this matter. We trust the phone call helped provide resolution, and we encourage you to reach out to them if you have any additional questions or concerns.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Vice President,Consumer Banking

• Initial Complaint

  Date:09/01/2022

  Type:Billing 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.

  I was approved for a $4000 loan on 08/15/2022 and requested it transferred to my external account ending in ****. For some reason it got kicked back to my PenFed savings account. I requested a check be sent to me on 08/18/2022. I never received the check. I requested a stop payment on 08/29/2022 and to have the funds put back into my PenFed savings or checking account so I can access them and use them. The stop payment confirmation number is: ******** The funds are still not in my PenFed checking or savings account as of today 09/01/2022. I would like to know where the funds are and have them in my PenFed account in order to access them. I am hoping that by the time this is read and responded to that my funds are available in my PenFed account. Thank you

  Customer Answer

  Date: 09/08/2022

  ---------- Forwarded message ---------
  From: ***************************** <*******************>
  Date: Wed, Sep 7, 2022 at 4:55 PM
  Subject: Cancel Complaint ********
  To:  <[email protected]>

  
  Please cancel complaint #******** The issue has been resolved.

  
  

  Thank you,

  *****************************

• Initial Complaint

  Date:08/31/2022

  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.

  May or June I called to FenFed and asked how much do I own to the bank. I want to to pay off and closed my account. I don't think PenFed is good and honest credit card provider. Then the lady said " $1257.20 I owned to their bank" I said " I wanted to pay off $1257.20 then closed my account please "I gave her debit card and routing number. the process went throught. I asked her few times....Please closed my account and I own " Zero" to the bank...She said ok. my account will be close. after I ended my called. I put Fenfed card away , and never aver use again.Yesterday 8/30/22 I received from PENFED CREDIT CARD . I still own them $40. I don't have their card and never use it for months . I called the PENFED. ...why I own $40. Lady said during "Pending my pay off". fee charge $40 more. This is real " SCAM " I gave them my debit and my routing, process went and they PenFeb took my money in no time. The lady ( PENFED.) the manger will called me back in 2 hrs after I requested. I told her I gave her 4 hrs to call me back. I know this is scam, their manager will not call me back. And I was right. no one call me ask/from PENFED. for the whole day."Pending my pay off". fee charge $40 more. for that transaction. This so funny and cheap scam./Next day PENFED 8/31/2022 called me again. This time I own $ 30, and she want me pay $30. I asked why yesterday is $40 and now is $30, it was so funny ' THE BANKER DOES NOT KNOW WHY" so send me to next level . THIS TIME THE BANK  SAID " $80 I OWNED TO THE BANK" This is a real scan busniess only 2 days..the banker told me 3 difference amount i own $40, $30, and $80. I will complaint this issue to consumer protect report also , Because this real scam, The never sent me live bill also. Two months ago I called and paid off my debt $1257.20 , and requested closed my account. PENFED did not closed it and charged me more.

  Business Response

  Date: 09/20/2022

  We received your Better Business Bureau complaint on September 6, 2022. We appreciate the opportunity to address your concerns. Thank you for also contacting us through the Consumer Financial Protection Bureau (CFPB).
  
  We recognize the responses and assistance our representatives provide directly affects the decisions our members make. We apologize that we did not clarify that there was a pending charge on your account when you called us on June 8th. Thank you authorizing a payment to cover that charge on September 6th.
  
  We refunded all $42.10 in fees charged to your account since June 8th. We also submitted a request to the credit reporting agencies to remove any delinquent reporting on the account caused by our miscommunication.
  
  We strive to take perfect care of our members but when we fall short, we appreciate the opportunity to make it right. If you have any questions about your account, or require any further assistance, please call our member service team at ************.
  
  Sincerely,
  
  Senior Vice President, Operations Support

• Initial Complaint

  Date:08/27/2022

  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.

  12 CFR Part 1006 Violation 1006.14 Harrassing, oppressive, or abusive conduct. Repeated or continuous telephone calls or telephone conversations. Telephone call frequencies: presumptions of compliance and violation. Remove this account and all late payments from my credit report. Account Number ************** xxxx *************PENFED PLATINUM REWARDS I told them to cease and desist all communications on 7/14/22 and they refused to comply.

  Business Response

  Date: 09/13/2022

  We received your Better Business Bureau complaint on September 6, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for being a member with PenFed since February 2022. We appreciate the opportunity to address concerns regarding your PenFed credit card account.
  
  During prior correspondence with you, we attached credit card statements from April 2022 August 2022 to confirm transaction and payment history on the account. These also reflected the current past due amount owed.
  
  We can confirm we have not received a cease-and-desist request from you as of this response. We have made multiple attempts to reach you to discuss equitable payment arrangements. You may contact us directly at ************. PenFed does not engage in actions violating applicable law or actions that may  appear as unlawful harassment, threats, or conduct.
  
  We understand your desire to improve your credit score; however, we do not change information that is reporting correctly. 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 trust this response provides final clarity on our stance and your responsibility moving forward.
  
  Sincerely,
  
  Vice President, Collections

• Initial Complaint

  Date:08/25/2022

  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.

  Pentagon Federal Credit Union: Mortage Loan #********** James G******** NMLS # ******* Manager: Carlos R******* NMLS #******* The week of July 20th I applied for a VA Loan ith PenFed. I went through their process and although their loan officer James G******** was very slow to everything my realtor and myself were trying to acomplish he would only respond 1-2 times per week. Buying a home is very fast paced and James did not do anything ti alleviate these issues. I continued through the process and ultimate paid $2,000 is earnest money, and a further $450 for home inspection. The loan was ultimately denied with no warning. I would login into the portal and everything seemed fine. It hadn't gone to underwriting. Middle of August: We have a deadline of August 24th. I called in to see what else I needed to complete. There was not. In fact no one had reviewed any of the documents that I had uploaded the week previously. I called in and a young lady informed me that i was denied and couldn't tell me why. She told me they cold not do seller credits/concessions EVEN though james told my realtor we could. So far I am out $2,450 during this process. $2,000 in earnest money. $450 home inspection. $85 Home Inspection Annd time wasted. I escalated this situation to James' manager, Carlos R******* NMLS #*******. he informed that he would return the $450 for the home inspection. This afternoon, I emailed R******* for an update. he informed me that the $450 home inspection reimbursement funds could not be returned at is AN OPTIONAL FEE!! Please see the attached document: A PenFed checklist where nothing in there says OPTIONAL. I would not have spent my own money anywhere. No where in their doouments did it say anything was optional. The lanaguage in teh document states: • Property-VA Termite Inspection Report & Invoice - Provide a borrower signed clear termite inspection report and invoice dated within 90 days from closing I would like $450 returned to me

  Business Response

  Date: 09/09/2022

  We received your Better Business Bureau complaint on September 1, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for choosing PenFed for your home loan needs. We regret we were unable to provide you financing at this time.
  
  Our management team was in contact with you on August 22, 2022, and after investigating your concerns provided a reimbursement of the appraisal fee associated with your application. Our team contacted you again on August 30th to confirm the funds had been placed in your PenFed regular share account.
  
  Thank you for being a member. We value every opportunity to assist you with your financial needs.
  
  Sincerely,
  
  Senior Vice President,Mortgage Chief Operating Officer