Consumer complaint received 2019-06-07
Company: PENTAGON FEDERAL CREDIT UNION
State: AE
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I had four disputes on my credit card, and was never provided any responses or status. I had had called several times, emailed, and talked to the customer service and explained the situation since XX/XX/XXXX until XX/XX/XXXX. Finally I got my responses as the cases were too old or due to currency conversion and case is closed. 
1. Purchased airline tickets and hotel to XXXX XXXX in XX/XX/XXXX. Due to the typhoon XXXX, the flight was cancelled for two days in XXXX. The typhoon then went to XXXX XXXX. Provided Penfed with the news, cancelled flight schedule screen shots, and all information I think it might help. XXXX charged {$530.00} in XX/XX/XXXX and reimbursed {$260.00} in XX/XX/XXXX. I disagreed and had to explain to customer services every time I called, not dispute department because they cant be reached, that no point for me to get stuck in XXXX for two days and chased the super typhoon to XXXX and risk my family life and stuck on XXXX. That is why I disagreed to pay for 50 % of the hotel. I contacted Penfed in XXXX, XXXX, XXXX, XXXX, and XXXX to try to solve the issue. 
2. XXXX XXXX  charged XXXX yen in XX/XX/XXXX and reimbursed the full amount back to me in XX/XX/XXXX due to the flight being cancelled by the nature disaster. However, I was short {$31.00} due to currency conversion. I provided the email that XXXX reimbursed the full amount. But, I got an email stating the case was close due to being more than six months the first time. I tried to communicate with the dispute department, and he told me to contact customer service. I then contacted customer and explained the situation, and reopened the case. Two months letter, I was provided a letter the case was close due to currency conversion. Again, during XX/XX/XXXX to XX/XX/XXXX, I only received two letters which was after several contacts to Penfed. I contacted Penfed in XXXX, XXXX, XXXX, XXXX, and XXXX to try to solve the issue. 
3. XXXX I was charged XXXX yen to pay for my fathers dressing shirts. The cashier made a mistake and had me returned and repurchased. The amount was the same and three transactions were done within one hour. ( purchased, returned, and purchase. ) I was charged {$1.00} difference and the case was closed due to currency conservation. It should not have currency conversion difference since it was done within a short period of time, so I disagreed. I contacted Penfed in XXXX, XXXX, and XXXX to try to solve the issue. 
4. XX/XX/XXXX was charged {$39.00} from XXXX. I contacted XXXX and they said they cant find any records. I disputed the charge, email the proof from XXXX, called and talked to the customer service. I was told I can choose not to pay and should not have any financial charges. Again, nothing was provided and I called on XXXX interest is being charged in my card since I didnt pay. It is very frustrating I have to contact them to waive the interest, to ask for the status when those should be done in the first place. 

Penfed has failed to provide me the status, and no way for me to check the status since no records can be viewed on their website. I have to remember to call every month, and the results were disappointed. Please assist me with these disputes.

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