Consumer complaint received 2019-04-16
Company: PENTAGON FEDERAL CREDIT UNION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Called pentagon federal credit union on Tuesday XX/XX/XXXX to request a copy of all the fraud events that were associated with my credit card account more importantly the events that occurred towards the end of last year where I was contacted by PenFed fraud detection asking me to confirm suspicious transaction attempts, 1 was a flight from XXXX XXXX airport to a country in XXXX amounting to a couple thousand dollars and the second was for XXXX XXXX or XXXX trip also totaling a couple thousand dollars once I confirmed I had no knowledge of these transactions PenFed took immediate action by closing the account and creating a new account with a new card number. However after spending over an hr on the phone PenFed the day of XX/XX/19 Penfed seemed to not be able to identify where a record of these fraud events could be I asked representatives a set of questions to get them to realize or acknowledge that it is unacceptable for a financial institution to throw away any records or documentation of fraud events that occurred less than 12 months ago, my first question was if PenFeds fraud detection system identifies suspicious behavior and declines transactions does Penfed reach out to the customer to confirm fraud on an account to know if they need to record, investigate and document any action taken regarding fraud or do they just reach out to confirm fraud in order to know if a new card should be sent out? Each time a sense of panic filled the air with reps putting me on hold and trying to scramble together a way to address my question finally a manager said that while they dont have the information about the fraud attempts he will send me a document on XX/XX/XXXX stating fraud did occur and a new card was issued with new account. The next day Penfed stated they got the request but was too busy to formulate a basic document with no detail, on XX/XX/19 I called again and a rep from member services transferred me to a manager by the name of XXXX she advised me that the request for the document was submitted and she will make sure I receive it by XXXX XXXX calls me at XXXX stating that they got rid of the report documenting the attempted fraud that was detected. I then expressed how this was unacceptable and inquired on notes that were associated to the account around the dates of the issuance of the new account number XXXX begins to get upset and starts incoherently answering my question with answers to a question I didnt ask and just repeating that answer ( I was asking if they had notes for those dates and she kept saying there is no record because the charges fell off. But that should not affect the fact that Penfed called me and confirmed fraud I wanted notes from the call regardless of transactions ) despite several attempts to provide clarity I then realize that Id have a better chance getting an automated system to help than XXXX so I asked to speak to a manager XXXX then suddenly becomes very pleasant and transfers me to XXXX I assume her supervisor same thing occurs XXXX puts me on hold several times and on the final time XXXX says the fraud department stated that disputes should have what Im looking for and XXXX stated he would reach out to them on XX/XX/19 I said ok well thats odd because there was nothing for me to dispute and we can see all the disputes Ive submitted if these events were under disputes wouldnt we see them as well? XXXX tone became very assertive and said : Sir! This is the information Im being told. I will reach out to them tomorrow and call you back I requested for XXXX to send me a document outlining our interaction and what occurred during the call and specifically that he would call me back on XX/XX/19 after speaking with disputes XXXX declined and got very upset I inquired why and initially he stated that it was a waste of his time which infuriated me and I reminded XXXX of how Much time of mine Penfed has wasted Time that hes getting paid for and Im not, after that XXXX put me on hold and hung up the phone minutes after. Penfed has not made contact since.

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