Business Profile

Credit Union

PenFed Credit Union

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for PenFed Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

456 total complaints in the last 3 years.
160 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/25/2024
Type:Customer Service 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.
There is a repossession on my credit file. My chapter 7 bankruptcy was discharged. I was able to still hang on to the vehicle. The car is still with me. I am current and up to date on my payments. I still have my vehicle loan stating that I owe $13,073.63 roughly.
Business Response
Date: 11/15/2024
We received your Better Business Bureau complaint on November 2, 2024. We appreciate the opportunity to address your concerns.

We reviewed your auto loan and confirmed that it was included in your Chapter 7 Bankruptcy, and was not reaffirmed through the court. Because of this, the account will report on your credit report as included in your bankruptcy, $0 balance, and discharged. The payments you have been voluntarily making to the account do not reflect because we do not furnish payment activity to the credit reporting agencies after the loan has been discharged.

We hope this information is helpful. If you have additional questions please contact us at ************.

Sincerely,

Vice President, Legal Operations
Initial Complaint
Date:10/23/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made my loan payment to PenFed for $1,977.99 on August 13. I also made a payment of $2,000 on the same day for the following month, due September 1, 2024. Additionally, I paid $2,577.99 on August 28 and $2,263.77 on September 6. However, the bank erroneously charged me a late fee of $90.07 on October 6 and another $90.07 on August 16. I requested that both fees be removed, my account be corrected, and my payments be accurately updated.On October 23, 2024, I received a call asking me to make another payment. At this point, I was furious because the bank had caused multiple issues with my account. They processed several insurance checks without consulting me, even though nothing was due to the insurance company.I need a review of my account and the reversal of the fees. I also had to pay an additional fee today due to an escrow shortage caused by the bank, which has left me very upset.
Business Response
Date: 11/08/2024
We received your Better Business Bureau complaint on October 29, 2024. We appreciate the opportunity to address your concerns.

Thank you for choosing PenFed for your home lending needs. After receiving your current BBB complaint, we thoroughly reviewed your home loan transaction history and confirmed the current balance and amount due on the account are accurate.

Your homeowners insurance is escrowed. We correctly paid all bills we received for homeowners insurance. We understand your previous insurance company directly refunded you for the canceled policies.

In June 2024, we sent you an updated escrow analysis. Your minimum monthly payments increased from August 2024, due to an escrow *********** August 2024, we received a $2,000 payment with the escrow shortage coupon.Payments made to escrow do not count toward your minimum monthly payments.

We found no error requiring a billing adjustment, refund, or correction to our credit report. We strongly recommend contacting our Home Loan Servicing team at ************ to bring your account current and to assist you with any additional questions you may have about your payment history.

Thank you for being a valued member of the PenFed community.

Sincerely,

Vice President, Home Loans
Customer Answer
Date: 11/23/2024
PENFED had a manager talk with me and up until this point I am good with this matter being closed as resolved Thanks BBB
Initial Complaint
Date:10/23/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ***** ****** . his formal complaint is to officially document and communicate the fact that I do not wish to do business with PenFed Credit Union , its affiliates, or subsidiaries now or in the future. Your company has began sending me unsolicited junk mail offering me discounts for your service. I am not interested in doing business with your company now or in the future. Please remove me from your mailing list permanently and immediately. I need a written confirmation that you received this letter and that you will no longer send me mail or junk mail to my address on file or that is the subject of this formal complaint. In closing, I need this acknowledgement from your company within two weeks from the date of this formal complaint citing the date I was removed from your mailing list? If you fail to respect my wishes and or decide not to comply with my request. I will seek to resolve this matter with more formal proceedings.
Business Response
Date: 11/12/2024
We received your Better Business Bureau complaint on October 29, 2024. We appreciate the opportunity to address your concerns.

Thank you for informing us that you do not wish to receive marketing material from PenFed. At your request, we have updated our records.We also recommend opting out of receiving prescreened marketing materials directly with the credit reporting agencies at ******************* or **************.

Sincerely,

Senior Vice President, Marketing
Customer Answer
Date: 11/16/2024
[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:

Please provide the business named in this complaint the following information below:
Dear Senior Vice President, Marketing:
I acknowledge your response, I do not accept it as a matter of resolution.
I never requested for your business to contact me, therefore it is not my responsibility to now remove myself from your various forms of unsolicited harassment.
Please remove me from all marketing, forms of communication, which includes any mailing list through affiliates or subsidiaries of your business.

Regards,

Mr. ******
Initial Complaint
Date:10/21/2024
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 writing regarding an unresolved title lien on two vehicles owned by my husband and me. We contacted PenFed on October 19, 2024, about the lien on our 2015 ****** Juke, which the State of Wisconsin still lists as being under PenFed's lien. During our conversation, we were informed that a lien release had been sent to the state in November 2022.However, upon speaking with the State of ********* on October 21, 2024, we were informed that they have no record of receiving a lien release for not only the 2015 ****** Juke but also for our 2017 ******* Tucson.We request that this matter be resolved as quickly as possible, as the delay is causing us significant inconvenience. Additionally, we are concerned about the accuracy and transparency of the information provided to us by PenFed. We expect a prompt resolution and a clear explanation of the steps being taken to rectify this situation.Thank you for your immediate attention to this matter.
Business Response
Date: 11/06/2024
We received your Better Business Bureau complaint on October 29, 2024. We appreciate the opportunity to address your concerns.

We are sorry to hear you may not have received the released titles to your vehicles after you paid them off. We checked our records and confirmed we mailed them to the address we had on file for you at the time.

Per your request, on October 30, 2024, we sent lien satisfaction letters for each vehicle by ***** to the **************************************. Please note, we were unable to send them to the address you provided in your complaint, as ***** will not deliver to PO Boxes. We also mailed copies to your home address on file. We sent you an email with further details on November 1, 2024.

If you have any additional questions or need further assistance, please call us at ************. One of your representatives will be happy to assist you.

Sincerely,

Vice President, Consumer Banking
Initial Complaint
Date:10/21/2024
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.
PenFed drop me six months ago I've paid off the credit card I lost that card six months ago I paid off the balance I don't even have the credit card anymore it's been five or six months PenFed still sending me monthly statements for money every month harassing me for money each month after they close my account! ! !
Business Response
Date: 11/04/2024
We received your Better Business Bureau complaint on October 29, 2024. We appreciate the opportunity to address your concerns.

Thank you for paying off your PenFed credit card in September 2024. Your final credit card statement reflecting a $0 balance was sent to you on September 10, 2024.

We apologize for any confusion caused by the separate consolidated statement you receive monthly. We appreciate you speaking with our ************** Representative on October 23, 2024, who advised that the consolidated statement displays the balance on deposit in your savings account,not a balance owed to PenFed.

We hope this clarifies and alleviates your concerns. Thank you for choosing PenFed.

Sincerely,

Assistant Vice President, Consumer Lending Operations
Initial Complaint
Date:10/16/2024
Type:Order 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.
Penfed closed my loan eight years early and now I'm facing having too much income due to specific taxable income related government/ school programs. I would like my loan reopened. This will likely put me on a higher tax bracket with no real means to minimize the effect because it is already October with only 2 more months in the year. I wasn't notified when they forgave the loan in April and the loan terms do not state that they can do this.
Business Response
Date: 10/28/2024
We received your Better Business Bureau complaint on October 17, 2024. We appreciate the opportunity to address your concerns.

You paid your share secured loan down to a $9.11 balance in October 2023, and did not make another payment. In August 2024, we waived the outstanding loan balance and closed the loan.

This will not be reported as income on a 1099-INT because it did not impact your deposit account. Due to the way it was closed, it is also not eligible to be reported on a 1099-C because it was less than $600.

We are unable to reverse the loan payoff, but hope that the assurance that it will not be reported as income resolves your concerns.

Sincerely,
Vice President, Consumer Banking
Customer Answer
Date: 11/01/2024
[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:10/16/2024
Type:Delivery 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.
Received a letter from PenFed Oct.10, 2024 reducing my limit on Credit Card from $2500 to $600., stating review of credit report. Ive had this account for many years and Always paid on time and recently kept it undet 30 percent utilization as well as my other credit cards. My credit score has actually Increased over the past six months so this review saying my credit has worsened is suspicious. I recently withdrew a sizable amount from a PenFed Savings Acct for Home Improvement and now this letter. My income has also significantly increased. I feel this is unfair treatment as all open Accounts I have are current and in outstanding status.
Business Response
Date: 10/25/2024
We received your Better Business Bureau complaint on October 22, 2024. We appreciate the opportunity to address your concerns.

Thank you for the opportunity to address your concerns regarding your PenFed credit card account.

On October *******, we decreased the credit line on your credit card account based on our regular review of accounts, in accordance with the Cardholder Agreement we sent to you when you opened the account in 2017. You can find our Cardholder Agreement at **********************************************************. We mailed you a letter that outlined the reason for the credit line decrease with information from the consumer reporting agency, which includes your credit score and the key factors that affected your credit score. Our decision was not based on activity in your PenFed savings accounts. We will not reinstate your previous credit limit at this time.

Thank you for being a valued member of the PenFed community.

Sincerely,
Senior Vice President, Consumer Products
Initial Complaint
Date:10/10/2024
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 needed clarifications when banking with PenFed recently and have started online chats. Unfortunately, I had negative experiences with some chat agents and had 2 cases filed with a supervisor named Graeme, who emailed me a confirmation. After these complaints, multiple additional agents would end chats mid-way in a conversation, requiring me to start over and re-explain my entire issue - it's as if this behavior is encouraged or allowed. I emailed Graeme on Sep 17th regarding this, with several follow-ups since then (also by phone) with no response.I would like to know why Graeme has not responded and why agents are ending chats when I am trying to resolve issues. This had previously disrupted banking on my side.
Business Response
Date: 10/28/2024
We received your Better Business Bureau complaint on October 19, 2024. We appreciate the opportunity to address your concerns.

We are sorry to hear of your recent experiences with our live chat and email communications. We strive to provide excellent service and accurate information in every interaction. Please rest assured that we have notified the appropriate management teams of your concerns, and we will use your feedback to improve our processes and member service.

We currently have a known, intermittent issue where chats are ended prematurely, and we assure you that our technical teams are working diligently to resolve this system issue. If you experience a chat that abruptly ends,please send us a secure message at ********************************************************* or give us a call at ************ and we will be happy to answer your questions through those channels.

Sincerely,

Senior Vice President, Operations Support
Customer Answer
Date: 11/01/2024
[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:

It was not mentioned why Graeme had ignored multiple emails and a call regarding this issue over a month. It has made banking with your credit union more difficult. I should not have needed to have filed this complaint and would have appreciated if Graeme simply told me the same after multiple follow **** This was not handled well by them.

Regards,

********* *******
Initial Complaint
Date:10/08/2024
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 logged into my PenFed account to add a new payment method and scheduled my payment. However, when I went to submit the payment, I did not realize the system defaulted back to my old payment method. Unfortunately, this led to an unintentional delay in processing the payment. As soon as I realized what had happened, I immediately corrected the situation by paying both the past due balance and the upcoming month's payment, exceeding the required amount. I can also provide proof that the funds were available in my account at the time I first scheduled the payment. Once I realized it also affected my credit I reached out via email to several people and one of them called and left a message- my wife called back and although she is not authorized on my account and I havent given PenFed permission they gave her details of the event and personal information regarding the account that I feel like is a breach of information. Information regarding my late payment and my account status/********************** reporting should have never been disclosed to anyone but me.
Business Response
Date: 10/29/2024
We received your Better Business Bureau complaint on October 19, 2024. We appreciate the opportunity to address your concerns.

Our records confirm the payment you scheduled on September 19, 2024,was returned due to insufficient funds on September 24, 2024. We did not receive another payment until September 25, 2024, by which time the account was more than 30 days past due. We received a call from your wife,who is not a joint owner on the account in question, but our representative did not discuss the account details and provided only general information on how to submit a credit reporting dispute.

We understand the first payment referenced above may have been scheduled from the wrong account by mistake, but our online system asks you to confirm the details before submitting the payment. We also provide a confirmation page after the payment is scheduled, along with an email confirmation. As a courtesy, we have refunded the late fee that was charged to your September 2024 billing statement.

We carefully investigated your credit reporting dispute,however, and can confirm that we are unable to remove or change the accurate information we furnished to the credit reporting agencies, as communicated in our letter dated October 8, 2024. The account did become more than 30 days past due and we are required by regulation to furnish full and accurate information.

Thank you for taking the time to speak with our Consumer Banking Member Experience team regarding this matter. We understand this is not your full desired outcome, but we hope this response provides some clarity and helps alleviate your concerns.

Sincerely,

Senior Vice President, Consumer Banking
Customer Answer
Date: 11/01/2024
[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: 22394936

I am rejecting this response because: she was informed detailed information on the account and that my initial email response was rejected- as stated I have documented proof that the funds were available in the account I had added for payment but your system defaulted back to the OLD method.
When I corrected the account and made the new payment it was the same newly added account with funds available since prior to that payment.
please consider an update on my credit report as this would not have happened if the pen fed system didnt default to a previous method after a new method is added

Regards,

****** ********
Initial Complaint
Date:10/07/2024
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.
My vehicle 2018 hun ****** which is auto financed with penfed was involved in an accident on aug 06 2024 and got totaled .my account # ***********. ********** my insurance company is requesting for a letter of guarantee to be able to issue payment. My first call to PenFed was on the 09/03/2024 or around that date with the State Farm adjuster who provided everything needed to the PenFed agents. After about 3 weeks later it was discovered that state farm did not receive it . I have called PenFed about 6x since then the person I spoke with on 26th/27th was very helpful and told me upon inquiry she discovered PenFed never sent it as they were unable to provide the proof of sending which I requested since they were unable to send it to me. She said it was was going to be sent on 30th sept 2024. My adjuster was affected by hurricane ****** so I was unable to get hold of her till this morning 7/10/2024. She advised it has still not been received. I called PenFed again and spoke with 2 customer service **** including a supervisor . According to them it was sent sept 9th . I expressed my frustration on the hold up as I had spoken to someone who said it will be sent on 30th sept so why that date . Every person I have spoken with there has gotten statefarm email and fax number and claim number and have had statefarm adjuster on the call about 3x with pended . The supervisor who did not show any empathy told me another process today that they need statefarm to send another request to be able to honor the request . The request cant come from me. I asked her why have I been told different thing for about a month and being told it is sent . She said she doesnt know . I am frustrated and I need them to send the letter of guarantee to state farm so they can issue payment as this is holding off on monthly payment due. I cant issue payment when its totaled . They refuse to note their file that my vehicle is totaled so I cancelled insurance and they requesting for insurance.
Business Response
Date: 11/01/2024
We received your Better Business Bureau complaint on October 19, 2024. We appreciate the opportunity to address your concerns.

Thank you for choosing PenFed for your auto financing. We are sorry to hear the vehicle was in an accident and we hope everyone involved is safe and well.

We received the request for a Letter of Guarantee from you and your insurance adjuster on September 5, 2024, and we sent it to the requested email address on September 9, 2024. We are sorry to hear they did not receive our letter, and we apologize for the inconvenience caused by your many subsequent calls to follow-up on this matter, especially in the stressful aftermath of a vehicle accident.

We emailed a second Letter of Guarantee to your adjuster on October 11, 2024, and we received the insurance settlement payment on October 15, 2024.

We hope this fully alleviates your concerns. Thank you again for choosing PenFed.

Sincerely,

Vice President, Consumer Banking
Customer Answer
Date: 11/08/2024
[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]
I do not accept their response .
As they are still frustrating me .
I received a message from them that Im late on my loan on 10/28/24
my insurance company had issued payment on 10/15/2024 .
as of 10/23/24 the amount due on the portal was 0 balance and was charged a late fee on 10/28/24 . I spoke to *** there on same day and he waived the late fee and told me its an error at their end which will be corrected and that I am not supposed to make any payment in October 2024 because of the payment made by my insurance on 10/15/24 however I should expect to make payment on Nov 2024 . He mentioned it was on error on their part and it will be corrected to remove payment due for Oct 2024 .
I just received a call from PenFed again stating Im late on my payment .
Call was transferred to one ******* *** who said he could do nothing and was escalated. The lady I spoke with explained that when the issue was escalated the ***ly was I was supposed to be charged for October 2024 still which no one from their end ever got back to me with this feedback . As I was informed that no payment was due till Nov 23 if gap insurance does not kick in .
it is very frustrating dealing with PenFed with incoherent information from different people . She said they cant do anything about it and and I can wait till November 23rd to issue payment which will put me a month behind still on my payment . Even though its no fault of mine that their system failed to work correctly and was given false information that Im good on my payment till November 23rd 2024 .
It has just been one issue to another and few of their ***s seem to show empathy or concern or go all out . Even at that it eventually turn out to be wrong information provided when I feel my issue has been resolved
Complaint: 22389710

I am rejecting this response because:

Regards,

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

Business Response
Date: 11/19/2024
We received your Better Business Bureau response rejection on November 12, 2024. We appreciate the opportunity to further address your concerns.

After carefully reviewing your auto loan, we found an internal error with the posting of the payment we received from your insurance company on October 15, 2024. We sincerely apologize for this error and for the conflicting information you received regarding the next payment due date.

On November 18, 2024, we reversed and correctly applied the insurance payment. We also received and posted your ************* claim payout. Your loan is now paid in full and closed.

We hope this alleviates your concerns. Thank you, again, for choosing PenFed.

Sincerely,

Senior Vice President, Operations Support
Customer Answer
Date: 11/20/2024
[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,

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

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PenFed Credit Union is NOT a BBB Accredited Business.