Consumer complaint received 2023-06-25
Company: PENTAGON FEDERAL CREDIT UNION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday XX/XX/XXXX  I made a mobile deposit into my Penfed Deposit Account of which is a payroll check from my employer to buy groceries and pay Bill 's. Only when buying groceries at the store and getting to the checkout only to have my card declined for insufficient funds. The check was from my employer of which Penfed has received deposits with this same employer previously multiple times. After being embarrassed at the store I proceeded to call Penfed to try to understand the reasons to hold my labor earned and tax withheld check. The first representative said they need me to send a pay stub to be able to release the funds. I did not understand the reasoning for this. So I asked to escalate and speak with a Supervisor. The supervisor by the name of XXXX said the reason they cant release the funds because they cant see the Check. I said well I deposited Via Penfed app because there is not a branch location. XXXX said they use a 3rd part service provider is to why the image is not available. XXXX offer a temporary release of partial funds and that she would be working on XX/XX/XXXX  and the image should be available. Well on SATURDAY XX/XX/XXXX XXXX left a message on my personal phone letting me know there is nothing she can do and I can not access my funds until She is in the office Monday. This seems like Consumer abuse and discrimination. Today is XX/XX/XXXX  and I called Penfed to try and speak with someone as I am in desperate need of my funds. The first representative XXXX said she needed my email address to verify account After I already gave them Name, Last four of social, birthday. I informed XXXX I did not feel comfortable divulging my email as this was never a past requirement. XXXX said she would hang up if I didn't want to to divulge my email. This seems like discrimination. The next representative name was XXXX I believe. I explained to her that I would like an alternative to email verification. She was able to send me a one time SMS. Yet XXXX hung up on the me the account holder. After asking to speak to a Supervisor again which never came on the call. XXXX Informed me the Supervisor said they wont release my funds from my labor. I explained I am in desperate need and that is all the money I have available for my kids and I. Well to bo avail. They would not release my hard earned pre taxes funds. To top it off Penfed previously send me an offer in the mail for a 0 % pre approved card to help pay down high interest debt. Well after accepting I received a denial letter even thought to this day Penfed still has a Security Instrument on file for the credit they turned around and said I was denied for. I also wrote a letter of reconsideration making good faith effort to reduce interest with Penfeds program and showing I am more than capable of repayment of credit and that if they can not give me a reason then I consider that discrimination. Which is illegal under the Federal Equal Credit Opportunity Act.There is a lot of issues at this institution. Mishandling of sensitive information! Consumer abuse.

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