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

  120 Windsor Center Dr East Windsor, NJ 08520-1407

• 

  PenFed Credit Union

  151 West Corporate Drive Madison, WI 53714

• 

  PenFed Credit Union

  2338 Lumpkin Rd Augusta, GA 30906

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:08/06/2022

  Type:Sales and Advertising 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.

  This company opened a Regular Share Account in my name without my authorization. I do not know this company. I never opened a bank account with them. The fact that they opened an account without my knowledge is fraudulent activity.

  Business Response

  Date: 08/18/2022

  We received your Better Business Bureau complaint on August 14, 2022. We appreciate the opportunity to address your concerns.
  
  We understand your concern. Our Operations team reviewed your concerns and has information to provide to you. They have been attempting to reach you to discuss and resolve this matter. Please return their call at your earliest convenience.
  
  We look forward to hearing from you and resolving your concerns.
  
  Sincerely,
  
  Senior Vice President, Regional Service Center

  Business Response

  Date: 09/01/2022

  We received your Better Business Bureau complaint on August 26, 2022. We appreciate the opportunity to address your concerns.
  
  We appreciate you contacting our member service team on August 18th. Our representative clarified your PenFed membership and share account were established when you opened an account with our lending partner. If you would like any more information on this, you can contact our member service team at ************.
  
  At your request, we closed your PenFed membership and share account on August 18th.We emailed you confirmation on August 26th.
  
  Although I regret you chose to close your PenFed membership, I hope you find a reason to return to us in the future.
  
  Sincerely, 
  
  Senior Vice President, Operations Support 

  Customer Answer

  Date: 09/12/2022

  [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:08/05/2022

  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.

  Penfed has closed my account stating the reason is fraud.

  Business Response

  Date: 08/24/2022

  We received your Better Business Bureau complaint on August 13, 2022. We appreciate the opportunity to address your concerns.
  
  Our representatives have spoken with you multiple times since you submitted your initial concern regarding this issue in September 2020. The most recent conversations occurred on July 26th and August 3rd, 2022.We also responded to your recent written concern on August 9th and left you a voicemail on August 15th.
  
  We regret you feel our prior explanations did not provide an adequate resolution to your situation. However, at this time, the restraints on your accounts will remain permanent.
  
  Sincerely,
  
  
  Vice President
  Enterprise Fraud Operations

• Initial Complaint

  Date:08/04/2022

  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 had an educational loan through PenFed. On 4/28/2022 I refinanced with another lending Company. I continue to get billed for a loan that has been paid off. Pen Fed was given a servicing number. According to PenFed they can't locate the servicing number and want my new lender to send a paper check. That was their solution. How am I going to have my new lender send another check when they have already paid for the loan! PenFed is not very helpful on the phone. Im the person stuck in the middle, currently paying on two loans.

  Business Response

  Date: 08/22/2022

  We received your Better Business Bureau complaint on August 19, 2022. We appreciate the opportunity to address your concerns.
  
  We understand our Research team has been attempting to reach you to resolve this matter. Please return their call at your earliest convenience.
  
  We look forward to hearing from you and resolving your concerns.
  
  Sincerely,
  
  Senior Vice President, Operations Support

• Initial Complaint

  Date:08/03/2022

  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 was approved for a credit card from this bank via a direct solicitation. After being approved I was told I had to open a savings acct at the bank in order for them to send the card. Strange and sketchy, but ok. I open the savings acct and get the card. I download their app and use it to activate the card. So far no issue. I have a balance transfer offer when I activate the card which I use. Ive had nothing but trouble since. I'd have to make multiple attempts every month to make a payment as there was always an issue of some kind. In app the card always showed as active, and showed my available credit(of $7.992). After about 2 months I tried to use the card at a gas station and it was declined, which was odd since I was only spending $15. I check the app when I get home. All is well according to app. Used the online ******* feature to verify my available credit etc. ******* says card is active and has an available balance of $7,992. Thouht it was a computer glitch. Things were about to get worse. I go out of the country. I try to use my card; it is declined. Im now stranded, what am I going to do? I have no phone service, but do have wifi so I go to the app. It still shows card active and available credit of $7,992. Get on the chat. Theres somehow never an agent available regardless of the time of day, just the *******. ******* says card is active. So I email, because I am distraught now. I eventually get a reply that my card is blocked and has been so since it was activated for suspected fraud. The card never had a completed transaction so how can they suspect fraud? Im told that they can't tell me that. I have to call their fraud department. I cant. They say too bad. Begged for solution not using phone. Told no. I can't speak intelligibility from an accident which I tell them although it's none of their business. Told no. Then they block payments, start charging late fees. No amount of pleading makes them offer a solution. Fees climb, all emails are form letters

  Business Response

  Date: 08/10/2022

  We received your Better Business Bureau complaint on August 8, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to communicate with our Consumer Banking Member Experience team regarding this matter. We trust they were able to address your concerns, and we encourage you to reach out to them if you have any additional questions.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Vice President Payment Product Operations

• Initial Complaint

  Date:08/03/2022

  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.

  I work for ************ in Houston Texas. We paid PenFed Credit Union $8764.04 on 2/17/2022 to payoff a vehicle for a customer that traded in a 2015 **** ********. They cashed the check on 03/21/22. We did not receive the title for the vehicle. We attempted to apply for a duplicate title and the TXDMV rejected it, telling us that we had to go thru *******. I called them several times attempting to find out where the title was. They stated they were a third party that applied for titles on behalf of PenFed. They stated that it was in process but never produced a title for us. I called Pen Fed back and they could not answer as to where the title was and why they could not give us one, and then sent a lien release. We can't use it, as there is not a lien on the title. My boss, ************************* called Pen Fed and they told her that they leave it up to their members to add the lien to the title and it was sent to her. We called her, she does not have it. She called Pen Fed Back and talked to Donna, a supervisor, and she basically told us it was up to us to obtain a title, even after sending them the check for $8764.04. She said that there was nothing that they can do for us. She then called ******* and they stated that they sent the title to Penfed , they did not have the title and it was PenFed that needed to provide us with the title.

  Business Response

  Date: 08/08/2022

  We received your Better Business Bureau complaint on August 8, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with our Collateral Control Team regarding this matter. We trust the phone call helped address your concerns, and we encourage you to reach out to them if you have any additional questions.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  
  Vice President, Consumer Banking

  Customer Answer

  Date: 08/11/2022

  [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. Andy G****** was very attentive to our needs and made sure that we received the documents that we needed to get the problem solved. We received the paperwork in our office on 8/11/22. Again, I want to thank him for going the extra mile for us.
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:07/30/2022

  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.

  I Purchased a treadmill the treadmill was never delivered credit was given by penfed. **** *** had the guy on camera picking the treadmill up however it was not delivered I have camera. I physically went to the store to try to fix the issu and the gave me a discount I paid for the treadmill with totally different credit card.. months later I received the same 974 charge.. meaning I paid for this treadmill twice.. once on my apple card and once on my penfed

  Business Response

  Date: 08/03/2022

  We received your Better Business Bureau complaint on August 2, 2022. We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with the Card Disputes team on August 2, 2022,regarding this matter. Unfortunately,the claim was denied due based on information and documentation provided by the merchant. We understand this is not the outcome you hoped for, and we regret there is no further action we can take at this time. We encourage you to reach out to the merchant directly for resolution.
  
  Thank you for being a valued member of the PenFed community.
  
  Sincerely,
  
  Vice President Refund Product Operations
  
  

  Business Response

  Date: 08/10/2022

  We received your Better Business Bureau complaint on August 6, 2022. We appreciate the opportunity to address your concerns and regret you feel our prior response to you on August 3, 2022, did not fully resolve your concern.
  
  Thank you again for speaking with our Card Disputes representative on August 2, 2022,about your situation. As stated previously, we were unable to approve your claim based on information and documentation the merchant provided. You will need to speak with the merchant directly for resolution at this time.
  
  Thank you for being a member with PenFed. We trust this response provides clarity to your situation.
  
  Sincerely,
  
  Vice President Refund Product Operations

  Customer Answer

  Date: 08/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that thiis resolution is not satisfactory only because they refunded me the incorrect amount. The refund should have been for the initial purchase in November 2021 which was 974. Which was purchased on the penfen account.
  
  Regards,
  *********************
  

• Initial Complaint

  Date:07/29/2022

  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.

  This is a formal complaint against PENTAGON FEDERAL CR UN located in ALEXANDRIA, VA. This company has repeatedly violated my consumer rights under the Fair Credit Reporting Act and has caused me much unnecessary financial AND mental distress. For starters, they're reporting an erroneous & unverifiable account on my credit report and not to mention an account in which I've asked for proof of claim and in which they have not been able to provide, per the FCRA. Despite my efforts to resolve this unfortunate nightmare for several months now,PENTAGON FEDERAL CR UN has completely ignored my communications and legal submissions to remove this inaccurate information from my credit report. I am well aware of the many, many other complaints filed against this company for their illegal and unethical business. Yet, somehow, this company is still in business. This company's unprofessional & negligent behavior has caused lots of serious harm, not only to my ability to establish credit & good interest rates, but also to my character as a Professional and as an individual. Please help me, and the many other consumers just like me, to put a stop to the operation of these unethical & immoral business practices immediately. I sincerely appreciate your time and assistance in this matter and hope to hear from you very soon. As previously stated, this credit reporting agency is reporting erroneous, derogatory information about me to which is killing my credit & my Professional image. They've refused to send any proof of their claim because they have none since this account has never even existed. Therefore, my only wish is to have them permanently remove the inaccuracies that I’ve disputed from my credit file immediately.

  Business Response

  Date: 08/15/2022

  We received your Better Business Bureau complaint on August 2, 2022. We appreciate the opportunity to address your concerns.
  
  We understand our Collections team has been attempting to reach you to discuss and resolve this matter. They have additional information to provide, so we ask that you please return their call at your earliest convenience.
  
  We look forward to hearing from you and resolving your concerns.
  
  Sincerely,
  
  Vice President, Collections

• Initial Complaint

  Date:07/28/2022

  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 condo VA loan with PENFED. My unit is on the 6th floor, on the beach. The loan does not require flood insurance. If my condo floods, the entire state of Florida and Alabama would be under water. PENFED has charged me $7000, then after 4 months refunded it. Then PENFED charged me $18,000 a year later after promising it would never happen again. I was just charged $3,700 for flood insurance. PENFED is fraudulently charging me money against my loan and trying to scam me out of money. Every time I call, the mortgage department tells me its an issue with an outside insurance company, and then route me to them after waiting for 2 hours on the phone. After another 2 hours on the phone waiting for the insurance company to finally answer, they tell me its not an issue on their side and route me back to the mortgage department. PENFED is either a. extremely incompetent or b. are trying to take advantage and steal money while trying to get me to give up and continue to route me through an endless nightmare. I have spent combined over 50 hours on hold on the phone with PENFED. They have shown they do not care about active duty military members, and continue to add false charges and flood insurance that is unnecessary. Before I refinanced with PENFED, my previous mortgage lender never added flood insurance or had any issues. 

  Business Response

  Date: 08/09/2022

  We received your Better Business Bureau complaint on August 1, 2022.We appreciate the opportunity to address your concerns.
  
  Thank you for taking the time to speak with our Mortgage Servicing team on August 2, 2022 regarding this matter. We trust the phone call helped address your concerns, and we encourage you to reach out to them if you have any additional questions.
  
  Thank you for allowing us the opportunity to assist you.
  
  Sincerely,
  Vice President, Home Loans