Consumer complaint received 2020-10-09
Company: PENTAGON FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
XX/XX/XXXX On Saturday, XX/XX/XXXX I received the attached letter from PenFed Credit Union ( Pn Fed Savings XXXX ). The letter noted that I, XXXX XXXX, had opened a Premium Online Savings Account at PenFed on XX/XX/XXXX. The letter was addressed to an address that we moved into on XX/XX/XXXX. I checked on-line to verify that PenFed was an actual financial institution. 
Unfortunately for me, I did not open this account. On Monday, XX/XX/XXXX. I called the number for PenFed found at the bottom of the page of the PenFed letter ( XXXX ). I had looked up PenFed and found that the number was one that PenFeds website noted was a legitimate phone number for PenFed. I authenticated myself on PenFeds automated system with data that included my social security number. After a significant wait, I spoke with a PenFed customer service rep. The rep was very helpful and he took down the information on the letter. He informed me that the person that opened the account online deposited {$22000.00} on XX/XX/XXXX. The deposit and withdrawal involved XXXX XXXX (? ) and XXXX XXXX. The depositor then withdrew {$5000.00} on XX/XX/XXXX. 
I told the rep that I did not open the account and was concerned about potential identity theft. He told me that PenFeds fraud department would be informed of this issue quickly and assured me that PenFeds Fraud department would be in touch with me within 48 hours. 
I also checked with our local financial institution about any help they could provide. XXXX XXXX XXXX lead me to a company that XXXX employs to assist XXXX members. The company is called XXXX XXXX. They have been very helpful. XXXX strongly suggested that I file a police report. I did so on Monday, XX/XX/XXXX. The XXXX XXXX Police Case number is XXXX. 
On Tuesday, XX/XX/XXXX, a XXXX representative ( XXXX XXXX, XXXX ) and I called PenFed again. This time we were connected with a supervisor in PenFeds customer service department named XXXX XXXX ( extension XXXX ). Ms. XXXX did not provide any further information except that we would be contacted by PenFeds Fraud department within 2 days. We were informed that the account had been locked and I could not obtain access to the account. We were encouraged to call back if we did not hear from PenFeds Fraud department within a couple of days. 
Ms. XXXX and I called again on Thursday, XX/XX/XXXX. We were not permitted to speak to Ms. XXXX nor any other supervisor. Ms. XXXX suggested that I file complaints with FTC, the XXXX  XXXX  XXXX  and the Consumer Financial Protection Bureau. I am filing this account of the issue with organizations. I also placed a freeze on all the 3 largest credit bureaus for both my credit history and my wifes, XXXX XXXX, credit history. 
I then contacted a lawyer that specializes in payments. He suggested that in addition to the above organizations that I file complaints with the appropriate organizations in the State of California such as the Secretary of State and Californias consumer protection bureau. 
We moved back to XXXX County on XX/XX/XXXX after selling our house in XXXX XXXX county ( XXXX XXXX XXXX. XXXX XXXX, CA XXXX ) that closed on XX/XX/XXXX with funds transfers into a XXXX brokerage account. We have also applied for refinancing on the loan on the house that we own and moved into ( XXXX XXXX XXXX XXXX XXXX, CA XXXX ). Both Old XXXX Title in XXXX ( escrow officer for the sale of XXXX XXXX XXXX and the loan officer for  the refinance ( XXXX  XXXX in XXXX ) have been contacted and informed of the issue. 
Since this PenFed account was opened on-line ( or so I have been informed by PenFed ) PenFed will have an IP address for the on-line conversation that opened the account in their logs. Additionally, PenFed informed us that the deposit of {$22000.00} was made via wire transfer from XXXX on XX/XX/XXXX. We have checked our XXXX accounts and the funds did not originate from any of our accounts. We have also been informed that the withdrawal conducted on XX/XX/XXXX was wired to an account at XXXX XXXX (? ). Wire transfers require sender and or receiver identification. It seems that locating the data for the opening, deposit and withdrawal can be easily obtained and may even be found inside PenFeds own logs. 
On Friday, XX/XX/XXXX, I contacted PenFed again and was connected with a supervisor named XXXX XXXX. Ms. XXXX was very helpful. I agreed to send PenFed my description to date ( this document ) and informed her that I was opening complaints with several federal and state organizations with oversight on consumer financial activities. Ms. XXXX encouraged me to send this document to PenFed and provided an e-mail address for the transmission. Ms. XXXX encouraged me to contact her should further information be necessary. I have sent this letter to PenFed as suggested. PenFed has noted that they will be sending mean affidavit My wife and Is concern is the loss of our personally  identifiable information that leads to further fraud. We look to your organization assist us in mitigating this breach of our information. If you have any suggestions for how we can mitigate this act, we are looking for help. Our contact information is below. 
Sincerely, XXXX XXXX

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 non-monetary relief