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Complaint Details
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Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Collected my credit report without my permission. Specifically after I told them I wanted to hold off on my credit app.
Business response
02/06/2024
Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Initial Complaint
12/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started a Bank account with this bank back in 1995 or 1996. My account was stolen by My ex girlfriend Jacqueline ******* I also open a RA account years later in put what I believe was over $6000. Then some things happen that I broke up with my girlfriend Mrs. ****** she had all my Personal Identity paper work in Frauded my accounts. Now I believe the RA or REA account she also Frauded. I started the account over 20 years ago. I contacted the bank on a number of occasions. In had no response to my complaint. I did this by Written and Phone call message. I need to know if any account that was in my name or still is turn back over to I. I started the account at the NAS navy base Pen Air first, then Palafox in Pensacola Florida location and then again at the Nine Mile Road location in Pensacola Florida.Business response
12/21/2023
Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Initial Complaint
08/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been billed $400 a month in addition to my car payment due to pen air stating lack of insurance coverage. I have uploaded the documents every month sense last November plus my agent has called and sent binders. Now I am dealing with my insurance and again I keep uploading my policy in detail even circling the information they are saying is missing and nothing. Every month I get notices of late fee and owing 48.00. This is outrageous and I have received no help and am being charged thousands for nothingBusiness response
08/29/2023
Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Initial Complaint
06/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Approx. 2013 I obtained a loan for a vehicle from Pen Air which was paid off around 2017. No late payments ever. In 2011 I obtained a personal loan of $5,000 from Pen Air with (1) late payment (30 days). August 2016 I filed for bankruptcy which the vehicle nor the personal loan were part of the bankruptcy. May 2023 I receive and email that stated my "debt settlement" was confirmed and reported to the credit bureau (in the amount of a little over $4,000). I have no debt settlements and my bankruptcy was 7 years prior. I contacted pen air and they asked if I ever filed bankruptcy which I told them 7 years prior and the vehicle was not involved and the amount they are reporting is my personal loan amount. They told me to report to credit bureau which I did and pen air disputed saying it was correct. June 2023 they filed a "debt settlement" again for the same amount. My credit score has dropped from 718 to 657 as of today (6/16/2023). They stated my "debt settlement" for my vehicle is correct which this is my personal loan amount they are reporting to the credit bureau. Pen Air reported this to the credit bureau 7 years AFTER my bankruptcy which neither loan was part of? They refuse to discuss it further with me.Business response
07/14/2023
Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Customer response
07/18/2023
Complaint: 20198362
I am rejecting this response because: they are avoiding the conversation that we have previously had. Per the privacy law, I am giving them permission to release my information pertaining to them after 7 years reporting a loan that was paid off to my credit 2 months in a row and causing my credit score to drop 36 points and incorrectly stating on my credit report. All I am asking for is for them to take the information that reported incorrectly to my credit report and remove it. Pen Air is using the excuse of a bankruptcy filed 8 years ago that has no effect on my old loan for my jeep (paid off) or my current line of credit loan. They need to remove this from my credit report, stop reporting this false information from 8 years ago, and explain why after 8 years they reported it now.
Sincerely,
Tammy **********Customer response
08/03/2023
I received a phone call from Pen Air employee named Amy ****** on July 27, 2023, stating she was looking into this complaint and why Pen Air filed any type of negative report on my credit. As of 8/3/2023 I have not heard anymore from Pen Air. How can this case be closed when NOTHING has been addressed to a false, inaccurate impact was submitted to the credit bureau when it was an error on Pen Air (they did this twice - May & June 2023) and affected my credit score by 36 points. How is this fair? Why is no one being held accountable, and my credit score not being rectified due their wrongdoing?Initial Complaint
05/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So I made a payment on my car loan. I transfered it from my checking account to my loan account. Everything was fine. I then deposited a check later in the day for the same amount to rememberse the check. Pen Air decided to take my payment and transfered back off and apply the check I deposited to it the loan payment. Which is not the case. So then I get a notice my car note wasn't paid and the check bounced. Well first off I transfered money it was paid. 2nd off why are you applying checks I deposit to a loan. So them I text with this guy named Blake, he says he is manager of chat. Anyways he completely waste my time did nothing and he got upset I said a cuss word. Aww poor thing, freedom of speech. So I call the branch and get it handled on 5 min. Then this Blake is gonna call me today and harass me while I'm work and explain again he got his feelings hurt because I cussed while on the phone. I do not appreciate someone looking in my file getting my phone number and calling me. I didn't ask for a call back or anything as I had already handled it over the phone with branch. I thought our personal information was confidential and safe. I would appreciate if this guy Blake never calls me again. And my number be deleted from my file if it will be used to harass customers.Business response
05/17/2023
Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Customer response
05/17/2023
Complaint: 20038853
I am rejecting this response because: Obviously I'm a client or your employee wouldn't have my personal phone number to call me a day later to tell me he didn't appreciate the way I talked to him. He shouldn't work I customer service if he can't handle a curse word. Poor guy
Sincerely,
Jessica ********Initial Complaint
09/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Contacted Creditor/Agency asked for proof of the alleged debt specifically the alleged original application bearing my signature they have not been able to provide such proof to me. Please delete this entire account.Business response
09/18/2022
Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Initial Complaint
08/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a CD with Pen Air FCU. One day I discovered that Pen Air had issued a credit card to an identity thief in my name!!!!! I looked into the matter & discovered that a person either on the telephone or on the Internet told Pen Air that he was me, & Pen Air sent a credit card to the thief in a different state to a different address IN MY NAME!!!! Suffice it to say...the thief ran up unlawful credit card charges IN MY NAME!! Upon investigating, I discovered that at no time did Pen Air make a reasonable & sufficient effort to determine whether the request for the credit card was made by me (which it was not) OR by an identity thief! There can be no excuse for failing to sufficiently & adequately authenticate the request being made for the credit card, which is the norm. Pen Air claims that the identity thief provided my name, address & my social security number, which is easily obtained by a thief on the Internet and always requires further & sufficient authentication. No credit union or bank sends out a credit card to a stranger on the telephone or on the Internet, without sufficient & appropriate proof of identity. Pen Air should have asked for proof of identity, such as asking personal questions that only the customer would know, or ask for a copy of a driver's license, a utility bill, or some demonstrative proof. Other financial institutions send you a text or a call you & ask that you repeat a secret code to properly authenticate you as the lawful customer. Pen Air did nothing of the kind. They should have called me to see if it was me looking to add an address to my account, but never contacted me ever, to confirm identity! Pen Air's conduct was reckless in sending out a credit card to a person other than myself, to a different address in a different state, who turned out to be a criminal, without proper & sufficient authentication of identity. By the way...when someone suddenly changes or adds a new address to an account, and then requests a credit card to beBusiness response
08/26/2022
Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws.
We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.
Initial Complaint
06/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Jan of 2022 I financed a vehicle with Pen Air FCU. My primary bank was setup to autopay the loan. The first payment went through but subsequent payments did not. Pen Air never called me, or emailed me or notified me in any way that there was a problem. When I received a credit notice stating my credit score had been damaged I ran a credit report, saw that it was Pen Air and called them. They stated that they had the wrong Email in the system, they pulled up my application which had the correct email and then fixed the email in the system. I made the payments and asked if they would remove the derogatory information since they had made an error in their system. They stated they do not remove bad credit information. I made a written formal request to Amber and after a few days I got an email stating that I had been mailed statements and it was not their error. I went through my mail and found nothing from Pen Air, however a few days after they updated my information from my original application I received multiple letters from Pen Air all at once, but at that point the account was already paid off. I called and spoke to a supervisor and she said "Pen Air is not required to notify you that your account is past due it is your responsibility to know". She stated that I had to get a letter from the other bank saying it was their fault. I called the other bank and they said they couldn't write such a letter as it would expose them legally and that while they see the autopay stopped working they can't for sure say why. After many more phone calls I have ran out of ideas. This has dropped my credit score from *** to around *** and caused me other issues. In the denial letter from Pen Air it states "we do not remove derogatory information unless Pen Air made an error" Pen AIr made multiple errors and I would like them to remove the derogatory information.Business response
07/21/2022
Business Response /* (1000, 5, 2022/06/15) */ Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Initial Complaint
06/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This was not sent in error. I am my own person and I am a consumer by law and my information was misused and now I have false not 100% accurate accounts on my credit report. There has been unauthorized used of my information and credit report. ***************** Bal. $0.00 Acct #: XXXXXXXXXXXXBusiness response
07/21/2022
Business Response /* (1000, 5, 2022/06/01) */ Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.Initial Complaint
05/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I don't know why you are still giving me this "other than you" feedback. I AM ME! and I'm asking you to delete the fraudulent accounts that I saw on my credit reports. I attached documents such as IDs, SSN, and my POA. I'm getting annoyed with this ******** you are giving me. You are avoiding deleting the accounts that I keep on reporting and giving me the same feedback! Delete the accounts that I am reporting and I'm only giving you 15 days, you are testing my patience! Again, These are the accounts that you must block because I DID NOT AUTHORIZE ANYONE TO USE MY PERSONAL INFORMATION hence, these are all fraudulent accounts! PEN AIR FEDERAL CU Balance $102.00 Account Number XXXXXXXXXXXXBusiness response
06/06/2022
Business Response /* (1000, 5, 2022/05/20) */ Thank you for your letter. We can neither confirm or deny that the person noted is a member of the Credit Union but we will reach out to the consumer for more information and will respond to them directly as required by applicable laws. We cannot respond to any other statement in your letter per the Graham-Leach-Bliley Act and 10 CFR 1016. Therefore, we deny each and every statement or allegation in your letter. If a consumer wishes to file a complaint with us or any regulator that has jurisdiction over the Credit Union, he or she is free to do so.
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Get a QuoteCustomer Complaints Summary
18 total complaints in the last 3 years.
6 complaints closed in the last 12 months.