Consumer complaint received 2022-10-05
Company: PENTAGON FEDERAL CREDIT UNION
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XXXX XXXX XXXX AFFIDAVIT XXXX XX/XX/XXXX RE : SECOND ( FIRST, EXHIBIT 1. XX/XX/XXXX ) SUCH PENTAGON FEDERAL CREDIT UNION ( HEREINAFTER, XXXX  ) ILLEGAL TAKING/THEFT, XXXX XX/XX/XXXX : ( A ) FAILURE TO CREDIT {$2000.00} PAYMENT TO XXXX  ACCOUNT ( EXHIBIT 5. ) ; ( B ) COINCIDENT WITH XXXX  EXPRESS/WRITTEN DENIAL XXXX  RECEIVED SAID PAYMENT ( EXHIBIT 5. AND EXHIBIT 6. ) ( DIRECTLY CONTRADICTED VIA UNITED STATES POSTAL SERVICE ( USPS ) XXXX  SIGNATURE PAYMENTS RECEIPT ( EXHIBIT 3. ) WITH BANK STATEMENT SHOWING XXXX  CHECKS FUNDS PROMPTLY WITHDRAWN XXXX XX/XX/XXXX ( EXHIBIT 4. CHECKS PHOTOS WITH DATE XXXX  CASHED XXXX XX/XX/XXXX, ABOUT 24 HOURS POST-XXXX  RECEIPT ) ; AND ( C ) IN BREACH OF XXXX  MONTHLY PAYMENTS CONTRACT, COINCIDENT XXXX  EXPRESS/WRITTEN ( EXHIBIT 5. AND EXHIBIT 6. ) DEMANDS FOR DUPLICATE MONTHLY ACCOUNTS PAYMENTS TWICE WITHIN LAST 19 MONTHS. 
TIMELINE PENTAGON FEDERAL CREDIT UNION ( XXXX ) HEREBY ALLEGED {$2000.00} THEFT : ( i ) XXXX XX/XX/XXXX : suspicious credit card {$52.00} transaction XX/XX/XXXX [ XXXX ] /payment XX/XX/XXXX [ XXXX ] appeared on my XXXX  XXXX monthly billing statement ( for monthly payment due XXXX XXXX XXXX ) which I promptly reported to XXXX  by phone. Said payment was deemed suspicious because no purchase had been made, nor any good ( s ) shipped or received from said company paid {$52.00} from my XXXX XXXX  ( hereinafter, " security-breached-XXXX  '' XXXX ). 

( XXXX ) XXXX XX/XX/XXXX : XXXX  stated by phone the suspicious XXXX  credit card billing/payment : ( a ) indicated a breach of credit card information security and ( b ) stated said XXXX XXXX credit card is immediately " cancelled '' ( or words to that effect ). XXXX  said that XXXX would issue a new XXXX  credit card ( hereinafter, " XXXX '' XXXX ) within 5-10 business days. I did not request existing XXXX  cancellation ; XXXX mandated said XXXX  cancellation. 

( iii ) XXXX XX/XX/XXXX : My new-XXXX  credit card was received by me via United States Postal Service ( USPS ) mail. 

( iv ) XXXX XX/XX/XXXX : I paid {$2000.00} ( check no. XXXX, EXHIBIT 4. ) per XXXX  billing statement for security-breached-XXXX  account ( EXHIBIT 2. ) and, in same EXPRESS [ USPS ] MAIL, number XXXX XXXX XXXX XXXX XXXX, overnight envelope, {$20.00} ( check payment for a second existing from about XXXXPresent XXXX  account ), promptly XXXX credited XXXX XX/XX/XXXX to the respective XXXX  account. 

( v ) XXXX XX/XX/XXXX : XXXX employee " XXXX XXXX '' signed for said EXPRESS MAIL ( ( iv ) ) two payments ( {$2000.00} and {$20.00} ) attesting XXXX  delivery. ( EXHIBIT 3. ) ( vi ) XXXX XX/XX/XXXX : My XXXX XXXX statement includes photographs of both ( {$2000.00}, check no. XXXX security-breached-XXXX  ; and {$20.00} no. XXXX ) check payments to XXXX  both checks cashed/withdrawn from my checking account on XXXX XX/XX/XXXX but XXXX denies in fraud/extortion receipt check no. XXXX. ( EXHIBIT 4. Bank statement showing XXXX XX/XX/XXXX XXXX checks cashed. ) ( vii ) XXXX XX/XX/XXXX : Received by USPS first class mail a XXXX credit card billing statement due XXXX XX/XX/XXXX showing the new-XXXX  credit card number stating said XXXX  account ( said account existing a mere 10 days from on or about XXXX XX/XX/XXXX to XXXX XX/XX/XXXX and which included security-breached-XXXX-balance ) was " Account Past Due, '' ( EXHIBIT 5. ) showing no {$2000.00} payment received by XXXX  under USPS signature ( iv ) nonetheless cashed by XXXX  XXXX XX/XX/XXXX ( ( vi ) ). My {$2000.00} check no. XXXX to XXXX, received by XXXX, cashed by XXXX  was unquestionably unlawfully taken, in theft, by XXXX  ( ( vi ) ) ; coincident to XXXX  further ruining my credit by fraudulently reporting my security-breached, now, XXXX, " account past due '' to Credit Reporting Agencies XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ) while sending about six ( 6 ) harassing instant messages ( unpermitted by me instant messaging ) to my cell phone re said XXXX-alleged " XXXXaccount past due. '' ( EXHIBIT 6. Photommgraphs of the last three of six XXXX  messages illicitly sent to my cell phone. ) TIMELINE RE XXXX EMPLOYEES CONTACTED : ( XXXX ) XXXX XX/XX/XXXX ABOUT XXXX XXXX, XXXX EMPLOYEE, " XXXX, XXXX, EXTENSION XXXX. '' XXXX  ADMISSION ( allegedly, " XXXX  recorded '' conversation ). Immediate to my receipt of XXXX  XXXX billing statement for new-XXXX  stating in fraud " account past due, '' on XXXX XX/XX/XXXX, I phoned XXXX  and spoke with XXXX  employee XXXX XXXX, extension XXXX. '' I explained timeline events and payments ( ( i ) - ( vii ) ), which " XXXX '' verified as both payments ( {$2000.00} and {$20.00} ) being received XXXX XX/XX/XXXX. XXXX promised : ( a ) quick complete correction ( " within 48 hours '' ) ; ( b ) notice to CRAs ( XXXX, XXXX, XXXX ) no " account past due '' ; ( c ) reversed interest rate increase; and ( d ) corrected billing statement showing XXXX XX/XX/XXXX {$2000.00} payment. None, ( a ) - ( d ), were done to date to my best knowledge. 

( XXXX ) XXXX XX/XX/XXXX, ABOUT XXXX, XXXX EMPLOYEE, " XXXX XXXX XXXX XXXX. '' I spoke with XXXX XXXX because my cell phone was repeatedly " instant messaged '' with a numeric header " XXXX '' followed by a text message indicating I owed money to some unidentified account ( first 3-4 such messages ) ; later messages ( often several times/day ) identified XXXX  as the messages sender and requested immediate action/payment or words to that effect. I never authorized XXXX to contact me via cell phone. 
I requested XXXX XXXX correct XXXX  payments fraud, as " XXXX, ext. XXXX '' had promised ( viii ). XXXX XXXX stated she had no authority to correct payments errors and after leaving me " on hold '' for about 5-10 minutes while she spoke to " XXXX, ext. XXXX '' XXXX XXXX issue unresolved hung-up this call. 

( x ) XXXX XX/XX/XXXX, XXXX EMPLOYEE, " XXXX XXXX, XXXX. '' I spoke with " XXXX XXXX '' by phone XXXX XX/XX/XXXX because I was receiving 2-3 text messages on my cell phone from XXXX within 4-5 hour time period identifying XXXX  as the messages sender and requesting immediate action/payment or words to that effect. ( EXHIBIT 6. ) Said messages indicated to me that " XXXX, ext. XXXX '' had done nothing to correct XXXX  payment theft of {$2000.00}, despite the fact that XXXX  employee " XXXX XXXX '' assured me that all my accounts showed timely payment " backdated '' to XXXX XX/XX/XXXX. 

This is the second time ( XXXX XX/XX/XXXX and XXXX XX/XX/XXXX ) within nineteen months XXXX  has failed to credit payments on the day payments were received or the day the checks were used to withdraw money from my bank account while denying the payments were in fact XXXX  received weeks in advance of payments due date. This is the third time within the past 19 months, XXXX employees have falsified payments and billing data. On or about XXXX XX/XX/XXXX XXXX was notified in writing I had changed my permanent home address to a Massachusetts residence. My XXXX  billing statements for XX/XX/XXXX reflected my proper Massachusetts address. Inexplicably, a XXXX  employee " supervisor '' changed my current Massachusetts address back to the former Maryland residence legally sold. Therefore, the result was that XXXX  knowingly ( after express change of address notice and XXXX  express acknowledgment XX/XX/XXXX ) sent my XX/XX/XXXX XXXX  billing statements to owners of my former residence. The XXXX-foreseeable-result was that I did not receive my credit cards billing statements prior to payments due dates ; and, most detrimental, strangers received my XXXX  billing statements potentially compromising my credit accounts information.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation