Consumer complaint received 2021-06-07
Company: PENTAGON FEDERAL CREDIT UNION
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX i received a Fraud alert from Penfed credit union saying there were couple of unauthorized charges on my credit card. After reviewing those charges i immediately called penfed fraud department and confirmed that i never used my card and reported those fraudulent charges. 
They immediately cancelled the compromised card which was ending with XXXX and issued me a new card ending in XXXX. 

I received the statement soon after which showed those charges and credits but also 'cash advance ' fee on those charges. I thought it must be a mistake that they charged those cash advance fee on those fraud charges which may reverse in my next statement, so i patiently waited for it all to correct and reflect just the balance transfer i had. 

today i received a letter from penfed credit union saying that they concluded the fraud investigation and determined that those fraud charges were valid! and are reversing the temporary credits on my account! 
How shocking that they just assumed that those fraud charges were valid even though i never used that card for ANY purchases in a year since it has a balance transfer on it, and i am aware how detrimental it would be use the card with balance transfer for any purchase since the banks love to slap interest and cash advance fees on the purchases. secondly the card was used on some place or site called XXXX ' which i have never been associated with in anyway, was hearing of it for the first time. I am shocked that this is the way penfed takes care of its long standing customers. 

When i saw the letter i immediately called the number on the back of the card, after confirming details they transferred me to Fraud department, where the lady told me call the number on the letter. I called the number on the letter i received and it went to voice mail asking me to leave the my phone number and details. I am so disappointed that there is no one responsible who attends to the disputes of the customer, especially after altering first via fraud message. It seems like this case was not investigated at all and an auto letter was generated. I can not believe any human being who would investigate consider these fraud charges as valid even after customer reported it after receiving fraud alert. Very very disappointed. 

I am attaching both old card and new card statements with this along with the screenshot of fraud alert message. 
Since they told me to destroy the old card as soon as i receive the new card, i destroyed the old card, so all i have is the last 4 number of the old card, whcih is XXXX. This was the card on which fraud was commited. 

I am giving the the new replacement card ending in XXXX for reference since it has the cash advance fee charged on those fraud charges, also shows the two fraud charges. 

I want penfed to remove these fraudlent charges from my NEXT statement and reverse the cash advance fee they have charged unfairly on those fraud charges.

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 monetary relief