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

  1001 N Fairfax St Alexandria, VA 22314-1797

• 

  PenFed Credit Union

  PO Box 320307 Alexandria, VA 22320-4307

• 

  PenFed Credit Union

  PO Box 456 Alexandria, VA 22313-0456

• 

  PenFed Credit Union

  120 Windsor Center Dr East Windsor, NJ 08520-1407

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:04/19/2025

  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 contacted PedFed credit union to apply for a ***** on my primary residence. I talked to ****** ********, PenFed Loan Officer, on Feb 28th, 2025 and again on March 13th, 2025, I told Mr. ******** that I wanted to get a Heloc to purchase another home. move, Do some work to my current house, and then sell it. He told me "No problem as long as the house is not for sale at this time". I was then introduced to ******* China, Loan Processor. I told her the exact same thing about my intent for this loan. It didn't seem to be a problem. I then fornd a house and put in an offer. We were scheduled to close on April 17th. 'Everything was progressing on the loan, I was jumping though all kinds of hoops providing all kinds of paperwork fo her. I have great credity score greater than 800, I make plenty of money to cover this loan, and I have plenty of equity in my house. So I get a call from ******* on the morning of April 8th telling me that underwriting had denied my loan because "It is our policy not give give loans for this purpose. Wait a minute, this is 9 days before I am supposed to close on this house and you are telling me you dont give loans for what Mr. ******** told me they would. PenFed even states on their website, "You can use the funds for whatever you need to". So now I am scrambling trying to find funding to close on this house in 9 days. I was able to find a loan but it cost me over $8,200 dolars in origination fees to close. If Penfed would have been upfront with me about the loan I would have had time to find a different source of funds and not costing me thousands of dollars. I feel Penfed should pay for some or all of my orignation fees I had to spend to get a new loan in thar short period of time.

  Business Response

  Date: 04/24/2025

  We received your Better Business Bureau complaint on April 20, 2025. We appreciate the opportunity to address your concerns.
  
  We are grateful you considered PenFed for your mortgage needs, and regret we were unable to approve your recent Home Equity Line of Credit (HELOC) application. When the loan was initially submitted, the new home you were in the process of purchasing was listed as a second home and the loan purpose was listed as investment purposes. 
  
  During the processing of your application, you provided a letter of explanation stating you intended to occupy the new home as your primary residence and sell your current home within three months. This made your ***** a bridge loan, which is not eligible under the ***** product. We subsequently turned down the application for a HELOC on your primary residence because your intent would not meet the 12-month requirement for you to maintain the property as your primary residence. We regret this was not explained to you earlier in the process. 
  
  We carefully considered your request for compensation but are unable to approve it. You did not incur any costs with PenFed during the application process. 
  
  We wish you the best in your new home. 
  
  Sincerely, 
  
  Senior Vice President, Home Loans Operations & Culture 
  
  

• Initial Complaint

  Date:04/18/2025

  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.

  I have make a payment from my PenFed account to my mother's car loan with PenFed been for the last two years. I have to call and speak with a customer service representative in order to process the payment since the accounts are not linked. Unfortunately for the last three consecutive months I have not been able to get in contact with a representative via phone call, after two or three days of calling numerous times alongside different departments that cant assist me I continue to get the run around and the automated system verifying me 6 to 7 times as I keep inputting the same information and my call gets routed back to the beginning in a circle with no one able to take a payment over the phone. This is terrible customer service and ********************** needs to fix this constant issue with their phone system or is it a Friday nucience that no one wants to work and pick up the phone.

  Business Response

  Date: 04/22/2025

  We received your Better Business Bureau complaint on April 18, 2025. We appreciate the opportunity to address your concerns.
  
  We sincerely apologize for the difficulty you encountered with reaching our staff and we appreciate you reaching out to share your feedback. We strive to deliver consistent, excellent member service in all aspects of our business, so we will evaluate your calls and experience to determine where we can improve.
  
  To navigate our phone menu to speak with a live representative regarding payments on your mothers loan, please call ************, press 4 for Loan Inquiries, then press 4 for Other Assistance.
  
  We hope this response is helpful and alleviates your concerns. Thank you for being a valued member of the PenFed community.
  
  Sincerely,
  
  Senior Vice President, Operations Support

  Customer Answer

  Date: 04/22/2025

  [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:04/17/2025

  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 refinanced my home. I had enough equity to pay off my auto debt with ******* Credit Union. A check was issued by the refinance company to pay the auto loan off with ****** extra on the check cut. The extra was to be placed into a savings account at PennFed *********************************************. We called and got a payoff on Friday 4/11/25, along with the address to overnight the check to. We noticed on the following Monday 4/14/25 that and extra $****** was taken out of the overage. I called and was told that there was ja mistake on the amount pulled and that it would be corrected in ***** hours. The amount of loan j payoff was $22,232.01 on the 11th, the check sent was for a total of $22,768.00 a difference of $******. On Wednesday 4/16 there was no change in the amount deposited in our savings account at *************************************** Union. So we called again. I was told that we were given the wrong information and that the deposited amount was correct. On Monday, the man we spoke with said that there were no extra fees or interest. On Wednesday $****** in interest was added to the amount due. Just 2 days and the magic interest charge appears against the loan. I would like the ****** restored to my account and a check mailed to me as i dont trust this bank any longer.Thank you

  Business Response

  Date: 04/24/2025

  Hello,

   

  This is the wrong credit union.  We are Penn Federal Credit Union in *************  ****** ****** is not a member here.   I believe you may be looking for the Pentagon Federal Credit Union (PenFed).  Please close this complaint.

   

  Thank You!

  *** *****, President / CEO, Penn Federal Credit Union, ****************************************************************************************

  Customer Answer

  Date: 04/25/2025

  I have attached a photo of the ******* organisation that i am refering to in my complaint.

  Business Response

  Date: 04/30/2025

  We received your Better Business Bureau complaint on April 26, 2025.We appreciate the opportunity to address your concerns.
  
  After review of your loan payment history, we determined that the overpayment of $428.98 is correct.
  
  Loan finance charges accrue daily. The daily finance charge is calculated using your loan interest rate and the outstanding principal balance. We received a payment from you on March 19, 2025, which reduced your principal balance to $22,237.01. After that payment, your daily finance charge was $3.9234625.
  
  On April 14, 2025, we received your $22,768 check.The period between March 19th to April 14th was 26 days, which resulted in $102.01 in accrued finance charges. This brought your total loan payoff amount to $22,339.02. We applied the $22,339.02 to your loan and deposited the remaining $428.98 to your share account.
  
  We hope this information has been helpful.
  
  Sincerely,
  
  Senior Vice President, Operations Support

• Initial Complaint

  Date:04/17/2025

  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 financed a car through PenFed and specifically purchased the ************* in April of 2023. My car was totaled October 2023. After PenFed drug out the process of working with my personal auto insurance company, they received the payment from my insurance. There was ~$4K remaining that was to be processed and paid out through the ************* I purchased with their banking facility. I spoke to multiple PenFed employees through the whole process and requested the *** claim be processed and was told it would be processed on their end after they received the check from my auto insurance company. All of the documents regarding the auto insurance claim were already sent to this banking facility in 2023 and I made multiple requests for this matter to be resolved. Now, 1 1/2 years later I am being contacted by a collection company requesting the money that my purchased ************* covered. After contacting PenFed yet again regarding this auto loan, I was told a *** claim was not processed. I am being harassed now via third party for money I do not owe and want this matter to be actually resolved.

  Business Response

  Date: 04/22/2025

  We received your Better Business Bureau complaint on April 17, 2025. We appreciate the opportunity to address your concerns.
  
  Thank you for choosing PenFed for your auto financing and ****************************************** Upon receipt of your complaint, we researched and confirmed no *** claim was filed after your primary insurance payout was received, but we have initiated the *** claim process for your auto loan as of April 18, 2025.
  
  Our team has begun working to collect the necessary documents to submit the *** claim and they may contact you if they need additional information or documents. We look forward to resolving this matter for you and hope this response helps alleviate your concerns. You may contact us at ************ with any follow-up questions regarding your claim.
  
  Sincerely,
  
  Vice President, Consumer Banking
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  Opened both a checking and savings account with ********************** back in mid January 2025. A few days later I transferred a total of $600.00 ($500 to checking, $100 to savings) from SDCCU, of which I have received confirmation from PenFed on multiple occasions via phone texts. A few days later I tried logging into my account and it was blocked. Called customer service, they requested proof of ID, SS, and address. I didn't find my SS card, so went online to request one and was victim of scam. ***orted to SSA next day, haven't heard from SSA yet. Called PenFed and *** informed they can't unblock accounts without SS card evidence. Explained situation to ***, she contacted their fraud ***** They accepted W-2 with full SSN. Account continued blocked. Sent complaint to PenFed executive board. Someone from that board called **** contacted me. He said they can't accept W-2. I told him close the accounts and send me my money ($600). He called next day to confirm name, all security protocol and address. That was around 3/1/25. Had to call yesterday as I have not received my check. *** called **** put me on hold for over 10 minutes because info was "confusing" in the notes. After having talked to the security department they said I need to dispute because original transfer from ***** doesn't clear for 60 days. I recently closed my accounts on *****. He said security "does not feel confident on authorizing sending my money". I requested to have **** **** me to follow up, still waiting for call. I have never felt so dismissed, disrespected or mistreated by a company in my life. PenFed has been dragging this issue for over 40 days now, and I had enough from their miscommunication between them and the poorest customer service I have ever seen.

  Business Response

  Date: 04/24/2025

  We received your Better Business Bureau complaint on April 20, 2025. We appreciate the opportunity to address your concerns.
  
  We take our members personal and financial security very seriously at PenFed. To protect your identity, we placed restraints on your accounts and asked for identity documentation. We are sorry to hear of the complications you experienced with the documents we requested and that you felt disrespected as a member during this process. 
  
  On March 14, 2025, we closed your membership at your request and shipped an official check for the full balance in your accounts. Our records confirm you received and cashed the check on March 19, 2025. 
  
  Thank you for taking the time to speak with **** ***** on our Consumer Banking Member Experience team regarding your concerns. We appreciate hearing your candid feedback on our procedures and will take your comments to heart as we continually strive to improve our members experience. 
  
  We hope this response helps alleviate your concerns and we wish you the best on your financial journey. 
  
  Sincerely,
  
  Senior Vice President, Enterprise Fraud Management
  
  

• Initial Complaint

  Date:04/14/2025

  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 am submitting a formal complaint against Pentagon Federal Credit Union (PenFed) for their mishandling of a legitimate *** tax refund and failure to provide clear communication or documentation.On April 2, 2025, I deposited a $24,268 federal tax refund check from the *** into my PenFed account. The following day, PenFed locked my account without explanation. When I called, I was asked to send a copy of my *** Form 1040, which I submitted on April 7, 2025. I was told my account would be unlocked.On April 11, I tried to withdraw money at an ATM and found my account locked again. A representative claimed my account was under review for suspicious activity but refused to provide any details. When I called again on April 14, I was told the *** check was not valid and was supposedly being returned to the ***. When I asked for written confirmation, they refused.

  Business Response

  Date: 04/21/2025

  We received your Better Business Bureau complaint on April 15, 2025. We appreciate the opportunity to address your concerns.
  
  We carefully reviewed your complaint and PenFed account. In April 2025, you deposited a check from the *************. We attempted to verify the validity of the deposit but were unsuccessful. Because we could not verify the funds, we returned them to the *************.
  
  We hope this information is helpful.
  
  Sincerely,
  
  Senior Vice President, Enterprise Fraud Management 

  Customer Answer

  Date: 04/24/2025

  
  No Evidence Provided: PenFed has still failed to provide any proof or official documentation that the check was actually returned to the **** Treasury. I request that PenFed be required to produce:
  A sworn affidavit attesting that the check was returned,
  A copy of the return check, receipt, or tracking of the return to the IRS.
  Inconsistent Communication: Initially, PenFed refused to provide any written statement about the return of the check. Their story changed multiple timesfrom a suspicious activity review, to the check being not valid, and now that it was returned. This pattern shows a clear lack of transparency and raises serious doubts about how this was handled.
  Discriminatory Treatment Suspected: I believe the extreme and shifting scrutiny placed on me, along with the permanent restriction of my membership without cause or evidence, was influenced by racial bias. I strongly urge the **** to investigate this possibility.
  Unreasonable Access Barriers: PenFed is now holding my remaining funds hostage unless I provide multiple sensitive documents or undergo a live verification calldespite previously confirming my identity to open the account and submit tax documents.

  I Am Requesting:
  Immediate access to any remaining balance in my PenFed account.
  Official confirmation and tracking of the returned check to the **** including a sworn affidavit.

  Business Response

  Date: 05/01/2025

  We received your Better Business Bureau complaint on April 29, 2025. We appreciate the opportunity to address your concerns.
  
  As stated in our previous BBB response and our CFPB response, we confirmed that the check you deposited was invalid, and we returned the funds via check to *** on April 11, 2025. Please directly all future inquiries regarding the check to them. Please allow this response to serve as confirmation that the check has been sent.
  
  You may call us at ************ to complete a visual verification to access the funds in your account.
  
  Sincerely,
  
  Senior Vice President, ***************************

• Initial Complaint

  Date:04/07/2025

  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 a member of Pentagon Federal Credit Union (PenFed) and my vehicle was recently repossessed. I contacted PenFed to speak with a supervisor, ******* ******** (Manager, **************************** to inquire about the reinstatement of my loan and my ability to pay the overdue balance. During our call, Ms. ******** misgendered me and repeatedly mispronounced my name despite my correction. She spoke over me, was dismissive and denied me the opportunity to explain my situation fully.I had received a payoff quote with a valid date, but she refused to honor it or offer any reasonable accommodations beyond extending the deadline to 4/25/2025. her tone and conduct was unprofessional and dehumanizing, especially given that I have only two late payments on record in for years and was attempting to resolve the issue in good faith.I am disputing the decision to require full balance repayment rather than allowing reinstatement through the overdue amount and regular payments. I am asking for this complain to be reviewed die to lack of compassion, poor customer service, and failure to support a long-term member trying to recover from financial hardship.

  Business Response

  Date: 04/15/2025

  We received your Better Business Bureau complaint on April 7, 2025. We appreciate the opportunity to address your concerns.
  
  We are disappointed to hear that you did not feel respected and assisted during your call with our Manager, Repossession & Remarketing on April 8, 2025. We are committed to providing superior service to our members in every interaction.
  
  We established a Financial Assistance Program to assist members with their PenFed debt who are experiencing financial hardship. We have no record of you applying for financial assistance prior to us placing your auto loan in a repossession status for the second time in twelve months due to non-payment. At your request, we were happy to delay the sale date until after April 25, 2025; however, we were unable to approve your request to recover the vehicle without settling the debt in full.
  
  Thank you for being a valued member of the PenFed community.
  
  Sincerely,
  Vice President, Consumer Banking

• Initial Complaint

  Date:04/04/2025

  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 am not accountable for the debt associated with PENTAGON FCU. There is no contract between me and PENTAGON FCU, and they have not provided the original agreement as requested.

  Business Response

  Date: 04/10/2025

  We received your Better Business Bureau complaint on April 4, 2025. We appreciate the opportunity to address your concerns.
  
  Our records show that on March 13, 2025, you submitted a dispute through the credit reporting agencies claiming identity theft. After thorough investigation we declined your identity theft claim and responded to your dispute that the information we are furnishing to the credit reporting agencies is accurate.
  
  We will continue to furnish account information to the credit reporting agencies showing the payment history and account status. The integrity of the information obtained through these agencies is reliant on all financial institutions reporting full and accurate information.
  
  If you would like a copy of your signed loan documents,please call us at ************. One of our representatives would be happy to assist you with your request.
  
  Sincerely,
  
  Vice President, Consumer Banking

• Initial Complaint

  Date:04/03/2025

  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.

  In September, 2024. I had to file for bankruptcy. In November 2023, I was laid off from my job as a truck driver, nine days before thanksgiving. I didn't get back to work until, March 26/2024. During that time, I kept my auto loan paid. Acct# ending in 8965. My Bankruptcy was completed on December 16th. At my hearing, I informed them that I was keeping my auto loan. Penfed deleted my account online, no notification was sent. I subsequently had to call to find out what they did. They had my account moved to their delinquency department. This requires me to have to call in to make payments. I've been paying this way for the past 6 months. I've requested to receive paper statements with my current auto loan information, I was told that request were put in & someone will get back to me. Never received a call back or any kind of correspondence. Every time I have to call & make a payment, I inquire again about my situation. Still no kind of correspondence. I was told by agents from, the delinquency department, that I would have to pay for statements. Alls I get is payment confirmations of payments I've made. I don't get any information about the amount I still owe or if my payments are even going to my loan. Penfed wants me to pay for statements but every month, I receive mail from them about *************** offerings. If they can send me that, why do I have to pay to get actual information about my auto loan. My loan was never delinquent & shouldn't have been removed offline as they still, show my savings account which I've never used.

  Business Response

  Date: 04/08/2025

  We received your Better Business Bureau complaint on April 3, 2025. We appreciate the opportunity to address your concerns. Please note that this response is for informational purposes only and should not be construed as an attempt to collect a debt.
  
  Thank you for choosing PenFed for your auto loan. We received notice of your bankruptcy filing in September 2024 and removed the loan from your PenFed Online portal and consolidated statements to prevent any possible communication that may be construed as a collection attempt. However, we will mail your consolidated statements free of charge going forward as requested.
  
  While not required, you may continue to make payments to the loan over the phone at ************. Our *************** team would be happy to provide the outstanding balance over the phone and can provide you with a full loan payment history by mail or email at any time.
  
  We understand this was not exactly the outcome you desired, but we hope this information is helpful. 
  
  Sincerely,
  
  Vice President, Legal Operations
  
  

• Initial Complaint

  Date:03/29/2025

  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'm not liable for this debt with PENTAGON FCU. This company transferred my non public information without lawful authority!

  Business Response

  Date: 04/02/2025

  We received your Better Business Bureau complaint on March 30, 2025. We appreciate the opportunity to address your concerns. However, we regret you feel our prior response to you on August 17, 2024, regarding this same issue did not fully resolve your concerns.  
  
  As stated previously, you joined PenFed on April 6, 2020, and we approved you for Power Cash Rewards credit card ending in 7302 on October 24, 2021, as well as Power Cash Rewards credit card ending in 2377 on October 29, 2021. You made purchases and payments to both accounts, and your use of the cards constitute your consent to the terms and conditions of the accounts. Due to non-payment, we charged off account ending in 7302 on August 25, 2024, and account ending in 2377 on September 24, 2024. We subsequently sold both accounts to Security ********************** Services. Our actions followed all applicable state statutes and federal codes.
  
  By opening a loan with us, you agree to our payment terms. If you fail to meet the payment requirements for an extended period, we may charge off and/or sell the account. We will continue to furnish accurate information regarding the delinquency status and payment history for the account to the consumer credit reporting agencies. 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 you with clarity moving forward. At your earliest convenience, please contact us at ************ to discuss payment arrangements. 
  
  Sincerely,
  
  Vice President, Consumer Banking