Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2025

  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.

  Philadelphia police and fire federal credit union paid off my balance of ******* on pus daily charges march 3,/22/025. And then they charged my saving account on 4.10/025 for ******. Saying that I owed a bill on February 29 my bill to philaldelphoa federal credit union was ******* cents and another ****** would be an overpayment. Obviously. Why is philadelphia credit union taking more payments and making me pay more than I owe. They are taking to much money and it's need to be returned to me. I the bill was never ******* so why ta I e money and now they have extra money that I need back. It's simple math the bill was ******* not over ******* dollars

  Business Response

  Date: 06/02/2025

  Dear Ms. ************** Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Thank you for reaching out to us regarding your loan account ending in 0004. We appreciate the opportunity to provide clarification regarding the payment you referenced.
  
  Our records show that a payment in the amount of $348.37 was initiated from your ************* account and received on February 28, 2025. This payment was applied toward your loan balance at that time. However, the payment was subsequently returned due to a dispute filed with *************, with the return reason stating: Customer advised entry not in accordance with the terms of the authorization.
  
  As a result of this return,the $348.37 was reversed from your loan account. This reversal occurred on 4/10/2025, which was after the loan proceeds were applied to your loan balance.Following this adjustment, your account was later satisfied in full with your final payment of $348.37 on 5/3/2025 which was transferred from your Share 0001.
  
  We understand there may be some confusion, as the reversal and subsequent account activity could appear to reflect an overpayment. However, because the original $348.37 payment was returned at your direction, that amount was not included in the final loan payoff. The payment that followed was necessary to satisfy the outstanding loan balance.
  
  Please be assured that there is no overpayment on your account at this time. If you would like a full loan history or have any additional questions, were happy to provide further details. You may reach us directly at ************.
  
  We appreciate your membership and the opportunity to serve you.
  

  Customer Answer

  Date: 06/02/2025

  Oh I have no payment due on February 27 with ****. My payments are on the third of the month. If a payment was to be on the 27th of the month. **** DID NOT TELL ME OF THIS SUDDEN CHANGE. NO PAYMENT WAS MADE ON THAT DAY. PFCU IS IS LYING AND STEALING FROM ME AT THE SAMETIME. CITIZENS FOUND THEM FRAULENT ON MARCH 3 PAYMENT CAUSE THEY. CLAIMED THEY DIDNT RE EIVE IT. ON MARCH THE THIRD THEY ARE LYING TO THE BBB. MY BANK CAN GIVE THE LETTER OF THEIR OFFENSE FOR THE 3/325. PAYMENT THAT THEY SAID THEY DIDNOT RECEIVE. I HAVE TO GO TO THE BANK TORROW AND GET A COPY OF THE TRANSACTION. 

  PLUS THIS WOULD BE SAYING I OWED ******** INSTEAD OF 7,658.17.  THAT WAS PAID OFF ON FEBRUARY 26 2025 FROM ANOTHER BANK. ITS SIMPLE ADDING. THIS PAYMENT WAS NEVER ADDED INTO THE PAYOFF. I ASKED THE GUY AT **** WHERE WAS MY 3/3/ 25. OF ******. THEY SAID THEY DIDNOT RECEIVE IT THIS IS DOCUMENTED WITH MY BANK. MY BANK CITIZENS  BANK ISSUED A JUDGEMENT. AGAINST **** AND RETURNED THE PAYMENT THEY SAID THEY DIDNOT RECEIVE. BUT I DIDNOT MAKE A PAYMENT ON FEBRUARY 27, OR 28 OR 29. I MADE THE PAYMENT ON THE DUE DATE.  3/25. WHICH ************* CAN VERIFY. LET ME KNOW WHAT I NEED FROM MY BANK. BUT I NEVER SENT THEM ANY PAYMENT ON FEBRUARY 27 ETC. NEVER. 

  THEY MISHANDLED MY RECEIOTS BY THEIR OWN DISFUCTIONAL RECEIPTS. THEY GIVE RECEIPTS 6 WEEKS AFTER YOU PAY YOUR BILL. BY THAT TIME YOU MADE ANOTHER PAYMENT BUT THEY DONT COUNT IT UNTIL 6 WEEKS LATER AND YOUR CURRENT PAYMENT IS NOT COUNTED FOR ANOTHER 6 WEEKS. IN OTHER WORDS I PAID MY BILL ON FEBRUARY THE 3RD. I WILL GET THAT STATMENT ON MARCH *******. NOW MARCH 3 PAYMENT YOU GET CREDIT ON APR 15. 2025.  SO I HAD TO PAY OFF FEBRUARY STATMENT OF ******** PLUS INTEREST. So they got what they said I owed. I had my receipt for February. BUT I stood their and waited for their representative to deduct. 350. From. March the 3rd. He said he had no payment. 

  Trying to payoff my bill and find my ****** they didn't receive was very challenging for me to accomplish that day. So I remember they never deducted march 3 payment .. and they never had a payment from my bank on February 27, either. Cause that would make me a fool. To pay money on top of the ******** that I just signed with another company to pay off. Pay off mean payoff there was no money pending according to them. That's what the company wanted a print off. And it legal. Please help me to download the citizens bank information with dates of payment to ****. Plus letter they sent to PFCU.

  Customer Answer

  Date: 06/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23321992
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* Pressley *****
  
  Because the payment was never deducted from mar 3 2025. I sent a February 3 payment. And Mar payment was never add or deducted and  PFCU know that.  I told my bank of the March fraudulent activity because the payoff from February didnot include my march payment. And I wanted to know where did that payment go because **** said they had no payment. But I sent a an ez pay payment on their web page. But at payoff they had no payment from March the 3. So it was never deducted from the ******** that was paid off. They can't charge me ******** on a bill that was ******** plus interest. Then want ****** adding in late fees. When they were never owed ********. In the first place. The payoff was ******** plus fees.  I looked at them face to face we discussed the payoff and if they were more honest like other companies they would have deducted ****** from the ********.   After march the 3rd.But they refused to do that.  They refused to to deduct a payment on February 27, 28 or 29. Wow march the 26 you still couldn't deduct my ******. From the *******. Instead you wanted both and you want me to pay ********. No we went through how you took payments in December 2024. Same skim but I got a loan because yall have a serious integrity issue. With members money. So ******** was never my closing cost. So return my money of ****** it's not your money.

  
  
  
  
  
  

  
  

  Business Response

  Date: 06/03/2025

  BBB Case #******** Second and final Response
  
  Our records indicate that a payment in the amount of $348.37 was scheduled from your ************* account and received by **** on February 28, 2025 for your loan payment that was due March 3, 2025. This payment was applied toward your loan. This activity was prior to a loan payoff letter that was requested of on March 27, 2025. Your requested loan payoff was sent to the financial institution that paid off the loan and we received that payoff on April 1, 2025, in the amount of $7,751.11 which left a zero balance at that time.
  
  However, the February loan payment was subsequently returned due to a dispute filed with ************* by you,with the return reason stating: Customer advised entry not in accordance with the terms of the authorization.
  
  As a result of this return, the $348.37 that was applied on February 28, 2025 was reversed and your loan account then had a balance. This reversal occurred on 4/10/2025, which was after the loan proceeds were applied to your loan balance.
  
  Since your loan payoff did not include this amount, your loan account was later satisfied in full with a final payment of $348.37 on 5/3/2025 which was transferred from your Share 0001.
  
  We understand there may be some confusion, as the reversal and subsequent account activity could appear to reflect an overpayment. However, because the original $348.37 payment was returned at your direction, that amount was not included in the final loan payoff. The payment that followed was necessary to satisfy the outstanding loan balance.
  
  Please be assured that there is no overpayment on your account at this time. If you would like a full loan history or have any additional questions, were happy to provide further details. You may reach us directly at ************.

  Customer Answer

  Date: 06/04/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23321992
  
  I am rejecting this response because: PFCU HAS A GOOD SCAM GOING ON TO STEAL PEOPLE MONEY. BUT ITS STILL STEALING FROM ME. THEY WILL VHANGE RECEIPTS AS THEY HAVE DONE IN THE PAST. SO 

  
  
  Regards,
  
  ******* Pressley *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/17/2025

  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 cancelled a dispute that I filed, and initially they said it would take 3-5 business days to resolve. This was on April 1, 2025. Today is the April 17, 2025, and the dispute is not resolved yet. They have yet to give me verification of the dispute resolution, and the vendor has no idea what is going on either. They have not communicated with either of us on a trustworthy level. Im looking for a resolution and if not, I want my $110.43 returned to my account asap!

  Business Response

  Date: 05/05/2025

  BBB Case #: ******** ****** L. ******
  
  Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  We understand your concern about not receiving a response. However, wed like to clarify the timeline and actions taken. On March 7, 2025, a letter was mailed to you confirming that a provisional credit of $110.43 had been deposited to your account while the dispute was under investigation. This letter also explained that the merchant is allowed time to respond within the regulatory timeframe and encouraged you to retain all supporting documentation.
  
  Our records also indicate that during the dispute process, we were informed that you had initially not received a response from the vendor, but about a week later, you did hear back from them. At that time,you confirmed that you had made the transaction and that it was valid. Based on this information, you requested that the dispute be cancelled.
  
  A follow-up letter was sent on April 16, 2025,confirming your request to cancel the dispute and advising that the provisional credit would be reversed within 5 business days from the date of the letter. Both correspondences are attached.

  We hope this clarifies the situation, but please dont hesitate to reach out if you have any further questions or concerns.
  
  
  
  
  

  
  

• 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.

  Yesterday I was went to look at my account and saw that 3 of my bills came back for ***. I have had *** for a very long time. So I called to inquire what happen.When I contacted customer service I was told that I haven't had *** since 2018 and I explained to them loom at my account that's not true as a matter of fact about 6 months ago you took my *** off because you stated I never paid something when they reviewed it they told me I did pay it but I can use the *** the ******** I pay it off as I have to wait atleast 24 hrs. She then placed ir back on the *****The collections department personnel told me this was not true. As she has or from 2018 I then told her Ma'am so for 8 years you've been allowing my *** to go through all this time? Thay doesn't make since. I asked to have someone else ********** ex0lain what's going on in my acct.... no one has yet to call me. Since I have obtained car loan and my job with the federal.govt this bank has put me through so much but this *** been my bank since my first job and first ****** I never have done wrong always paying my debts I don't understand why this is happening.I have several other credit Unions but my main finances go through here. I feel under valued and unappreciated for my.loyalty.

  Business Response

  Date: 04/18/2025

  Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Thank you for reaching out and sharing your concerns. We appreciate your continued membership and the opportunity to address this matter with you.
  
  We understand that our *************************** has provided assistance during times of need, and we want to remind you that it is designed as a courtesy to cover occasional, inadvertent overdrafts. As youve acknowledged,the way the service is currently being used does not align with its intended purpose. Weve also noted the high volume of transactions presented on the same day as your direct deposit, significantly increases the likelihood of overdrafts. Please understand that continued misuse of the *************************** may result in its suspension or removal.
  
  If youd like to discuss ways to improve account management or explore other financial solutions, our team is more than happy to assist you. We have also partnered with *******, a financial counseling service to offer our members free financial counseling and they may be able to assist you with your financial situation and goals.
  ******************************* (or call ************)
  
  Thank you for your attention to this matter, and we look forward to helping you move toward more effective account management.
  
  
  

  
  

  Customer Answer

  Date: 04/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23217084
  
  I am rejecting this response because:
  I have been a member of this organization for over 20 yrs. I have all my income coming theough your bank. I spoke to Ms. ****** on Thursday who was very thoughtful and understanding.

  But just so you know I am not an abuse of ODP. Everything i pay through *** is to help me get through the month. As I am a mother of 7 children. Homeowner, car loan and recently divorced. I obtained a new job making more money but its not enough. 2 kids in college 3 special needs 1 that needs round the clock care. That i also pay when ss doesn't cover. So please dont tell me im abusing it. It's is used to survive until the next check. If i didn't have to use it I  wouldn't. I try my best so to take something from someone who you clearly see is using it for bills not entertainment or pleasure. Simply surviving.

  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/12/2025

  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 went into the 1600 Arch branch for an auto loan & requested ************* for both vehicles I was getting loans for. The employee failed to put GAP coverage on my vehicles even though we discussed it. I didnt find this out until someone with no car insurance totaled my vehicle. I brought this to ***** attention with the branch manager and asked for a full investigation. Her response was we are a training location so there was nothing she could further look into. I immediately put GAP coverage on the other vehicle I got a loan for (because again it was under my understanding that GAP coverage was already applied). Im requesting a full investigation with this branch and the employee that handled my loans, along with the manager who I spoke with to resolve the issue. If no investigation is completed I will be taking further legal action. Also, **** decided to do no investigation but they still reported missed payments to the credit bureaus. Im requesting they provide full evidence of their claims and the investigation and if they can not do that then they must delete the report off my credit.

  Business Response

  Date: 04/22/2025

  Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.

  Thank you for reaching out and bringing your concern to our attention regarding your auto loan and the ************* coverage. We understand how frustrating it can be to experience a total loss of your vehicle and then find that the insurance payment does not fully cover your remaining loan balance. We have carefully reviewed your account and documentation, including the original loan agreement and all associated addendums.

  Our records do not show any signed documentation confirming enrollment in Guaranteed Asset Protection (GAP)insurance on your loan. Additionally, we do not see any GAP fee or premium financed through your loan or paid separately at the time of funding. While we acknowledge your statement that GAP was requested, the absence of a signed agreement and the lack of a payment or deduction related to GAP prevents us from verifying that the coverage was in place. 

  On 10/25/24 we were notified that your vehicle was totaled and on 11/7/2024 we received a payment in the amount of $21,506.13 from *************** This remaining principal balance of $2,911.07 was charged off and reported to all three credit bureaus per policy. 

  Since your payments were made via Auto Draft to the dealership, its possible that any GAP request or related discussion may have occurred at the dealership level. If you believe there may be documentation or confirmation held by the dealership, we encourage you to contact them directly to explore whether GAP was included or discussed during the purchase process.
  We understand that this outcome may not be what you were hoping for, and we regret any misunderstanding or inconvenience this has caused.

  If you have additional documentation that may support your claim, we would be happy to review it further.

• Initial Complaint

  Date:03/17/2025

  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 noticed Tuesday March 12, 2025. My ****** was hacked. I reached out to both ****** and Philadelphia Federal Credit Union (PFCU). I was told by both parties there was nothing I can do as the transactions were pending. On Monday March 17, 2025 I reached back out to both parties as I now have a negative balance in my account totaling $908. I have attached screenshots of the charges and negative balance. Both the bank and ****** are saying they can not do anything about the over draft fees. The **** states they can only give me a complimentary reimbursement for two overdrafts fees and I have to request the money back from ******. I reached out to ****** and made them aware of what was told to me by ****. ****** states they are not responsible for fees charged by ****. The activity on my account is fraudulent as I did not authorize the withdrawals nor attempts. I should not be responsible for the overdraft fees of unauthorized activity and or attempts. I would like to be reimbursed for the overdraft fees added to my bank account. There are 11 charges of $28 for overdraft fees that totals $308. This is an emergency as I am not able to pay my bills, mortgage, care for my daughter nor myself with a negative balance in my account.

  Business Response

  Date: 04/10/2025

  Dear Ms. *************** Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Thank you for reaching out regarding your recent fee reversal request.
  
  We reviewed your account and can confirm that a total of $308 in fees were reversed in alignment with your request. Specifically, two fees totaling $56 were reversed on March 17, 2025.Additionally, on March 20, 2025, six fees totaling $168 and another three fees totaling $84 were also reversed. It appears that your request was submitted around the same time these reversals were processed.
  
  If you have any further questions or need additional clarification, please dont hesitate to reach out. Were happy to help.
  

• Initial Complaint

  Date:03/06/2025

  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.

  Account Information: PHILA FCU Account Number: ****** Date Opened: 08/15/2018 Balance: $4,432 Pursuant to 15 U.S.C. 1681s-2(a), data furnishers are prohibited from reporting information that is inaccurate or misleading, including incorrect charge-off dates.Re-Aging Violations (12 CFR *******)oUnder 12 CFR *******, debt collectors and creditors cannot re-age a delinquent account by changing the original charge-off date to a later one. If this has occurred, it constitutes illegal re-aging.Request for Immediate Action:Investigate and correct the inaccurate charge-off reporting.Provide verification of the correct charge-off date from the original creditor.Remove or update any incorrect information per 15 U.S.C. 1681i(a)(1). If this inaccurate information is not corrected, I am prepared to escalate this matter to the ************************************ (****) and take any necessary legal action to protect my rights.

  Business Response

  Date: 03/07/2025

  BBB Case #: ******** ******* *****
  
  Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Based on the ** provided with your complaint letter, we cannot verify your identity so we cannot respond to your complaint.  If you have been a victim of identity theft, please provide your Identity Theft Affidavit and police report to us along with valid identification.  Thank you.
  
  
  
  

• Initial Complaint

  Date:02/21/2025

  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.

  PLEASE REMOVE THE FOLLOWING COLLECTIONS AND CHARGE-OFF FROM MY CREDIT REPORT. THESE ACCOUNTS WERE REPORTED INACCURATELY AND HAVE SIGNIFICANTLY IMPACTED MY CREDIT SCORE.

  Business Response

  Date: 03/05/2025

  BBB Case #: ******** ***** ******
  
  Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Our records indicate that your checking account was charged-off on September 13, 2018, in the amount of $676.66, then on March 22, 2021, this amount was paid and you inquired about the reinstatement of your account. We confirmed with ******** that this is not being reported because you reported it as FRAUD with *******.
  
  Since Experian, the credit reporting agency we directly report to, can no longer see this tradeline, it cannot be updated.Based on this information, we consider this case to be closed.  

• Initial Complaint

  Date:01/02/2025

  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.

  01/02/2025 wanted to add myself on my mothers account as I am POA and she has dementia and was told that because I was a former member ( over 20 yrs ago) I was not permitted to act as a joint owner

  Business Response

  Date: 01/09/2025

  BBB Case #******** **********
  
  **************************** Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Your request for joint ownership on your mothers existing account was denied due to having had derogatory history with **** on a previous account. Due to your past banking history we are unable to offer further services as an owner on any **** account.
  
  A resolution for this would be to submit the Power of Attorney Documentation listing you a your mothers POA, to the Credit Union. Once received it will be reviewed by our **************** for its validity.
  
  Feel free to provide the paperwork to your nearest branch location. We apologize for any inconvenience this may have caused you.

• Initial Complaint

  Date:12/13/2024

  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 received a *** fee today when at the time the debit was presented, there was cash in the account to cover this. Also I believe that the law changed on these fees recently?

  Business Response

  Date: 01/22/2025

  Please attach this to Mr. ***** complaint. 

  BBB Case #******** *****

  *********************** Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  After reviewing your account and the transaction in question, we have determined that all fees assessed were applied in accordance with the terms and conditions outlined in the account agreement you received when opening your account. These terms have not changed, and no new rules or laws have been introduced that would affect the fees you are being charged.
  
  We understand that you have requested and been granted fee reversals on several occasions in the past as a courtesy. However, as communicated previously, we have reached the limit on fee reversals for your account. While we strive to accommodate our members whenever possible, we must ensure fairness and consistency in applying our policies to all members.
  
  To avoid future fees, we encourage you to review your account and monitor your transactions closely on a regular basis. 

• Initial Complaint

  Date:11/13/2024

  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.

  This matter involves the timing of communication from **** to me following a problem with a vendors check. ****'s handling of a returned check in my account has resulted in significant financial hardship for me and reflects inadequate communication practices as well as general disregard on behalf of the institution. The following outlines the situation and the issues that arose from it. On October 9, 2024, I remotely deposited a check in the amount of $500.00 issued by The Elms at *************************. The check was a return on a deposit. The credit union accepted the check and cleared the funds within a few days. $100.00 was released immediately and the remaining balance shortly after. However, on October 15, 2024a day when my paycheck was deposited into the accountPFCU quickly withdrew $500.00 (about a 1/3 of my income check) along with an additional $15.00 returned check fee. The app was not working so I ultimately had to call the credit union to ask what had happened. I was informed by a supervisor named ******** that this was due to the original check being returned by the issuing bank. I requested a return of the funds and a ***** period so that I can work everything out directly with The Elms. ******** had no authority to assist me. I spoke with *******, another supervisor -- also unable to help. She did later called me back to tell me that no one at **** ********************************** or any other area) was in a position to offer a ***** ******* This left me with multiple concerns:There was no prior communication from **** notifying me of the issue with the check before withdrawing the funds and applying the fee. I was told that a letter was sent but I have not received one to this date. Also, this is false as the funds were in my account as of the 14th of October with no mention of the need to withdraw funds on the 15th. This is dishonest practice on behalf of **** and it breaks trust.

  Business Response

  Date: 11/22/2024

  BBB Case #******** ******* *****
  
  Please be advised that your recent letter has been received and reviewed by the ********************* for the Philadelphia Federal Credit Union. The ********************* is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Our records indicate that on 10/9/24, you remotely deposited a check in the amount of $500.00, $225.00 is available to you immediately and the hold was released on 10/11/24.
  After the deposit was made, you spent funds on 10/9, 10/10, 10/11, 10/12, and 10/13 by using your debit card and home banking transfers. 
  
  On 10/15/24, we received notification from the Federal ************ that the check was returned due to: REFER TO MAKER which is fraud. A letter was generated and mailed to the address that is on the account: **************************************************************  Based off of the complaint letter, it may be possible that you no longer live at this address, which would explain why you did not receive it. 
  
  The check was adjusted out and the ***** return item fee was charged. This adjustment and fee did not cause the account to go into a negative status. The ending balance was ******, then your Direct deposit in the amount of ******* posted to your account and the new ending balance was 1677.05. 
  
  This investigation finds no fault with how the Philadelphia Federal Credit Union handled this adjustment.

   

  Customer Answer

  Date: 11/23/2024

  [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: 22552915
  
  I am rejecting this response because:

  The response does not address the harm **** created. 

  It also fails to address the timing of the communication and other methods of communication that could have been employed. It also fails to address other matters such as a ***** period to resolve matters and the poor member service experience.

  The lack on communication on the part of the **** is not because of my address. That is actually a reach because that information could have been emailed or, I could have received a call.

  Therefore, even if the account usage facts are accurate, you continuously fail to communicate the fact that you released the funds and that the communication then and now are only in part.  

  You could have also provided a ***** period as requested.

  Regards,
  
  ******* *****