Consumer complaint received 2022-05-26
Company: PENTAGON FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I AM FILING THIS COMPLAINT AGAINST PENFED CREDIT UNION. ON OR ABOUT XX/XX/2021 I SUBMITTED MY CHECK IN THE AMOUNT OF {$4300.00} THAT WAS ISSUED TO ME THROUGH XXXX  XXXX XXXX BY XXXX XXXX XXXX FOR THE CLOSURE OF MY ACCOUNTS, THIS WAS AROUND XX/XX/2021 AT WHICH POINT I ATTEMPTED TO CASH AT A CHECK CASHING STORE WHICH DECLINE TO THE TRANSACTION BECAUSE OF THE FEES. SO I WENT TO XXXX  XXXX XXXX AND ATTEMPTED TO CASH IT AND I WAS INFORMED THAT MY CHECK WAS OVER THE NON-CUSTOMER AMOUNT FOR CASHING AND THEY ADVISED ME TO OPEN AN ACCOUNT WITH THEM OR ANOTHER INSTITUTION FOR CASHING. I JUSTDID SO I DID SO WITH PENFED CU. THE FLAGGED THE ACCOUNT IMMEDIATELY BECAUSE I ACCIDENTALLY SUBMITTED THE MOBILE DEPOSIT TWICE BECAUSE THE FIRST DEPOSIT DID SHOW IN THE LEDGER RIGHT AWAY. I SUBMITTED ALL NECESSARY DOCUMENTS THAT WERE REQUESTED BY THEIR FINANCIAL SECURITY DEPARTMENT REQUESTED IN A TIMELY MANNOR AND EVENTUALLY THEY LIFTED THE RESTRICTION AND I WAS ABLE TO ACCESS MY FUNDS AND I WAS TOLD TO DO AN EXTERNAL TRANSFER TO ANOTHER INSTITUTION OR XXXX XXXX THROUGH MY ONLINE BANKING PROFILE AND I DID SO BY THE ADVISEMENT OF THEIR REPRESENTATIVE. I WAS ABLE TO DO 3 TRANSFERS AND MY ACCOUNT WAS THEN RESTRICTED AGAIN AND I WAS ASKED TO SUBMIT MORE DOCU UP AND I DID SO IN A TIMELY MANNOR. JUST TO GET THE RUN AROUND FOR ABOUT A MONTH AND FINALLY BEING TOLD TO THAT MY ACCOUNT WAS PERMANENTLY RESTRICTED AND TO ACCESS MY FUNDS I WAS TOLD TO GO TO XXXX  XXXX XXXX AND HAVE THEM REQUEST FOR THE REMAINDER OF THE FUNDS TO BE RETURNED. I DID JUST THAT AND XXXX TOLD ME THAT THEY COULD NEVER DO THAT WITH A TRANSACTION FOR A PAPER CHECK TENDERED BY ANOTHER INSTITUTION AND PLUS I AM NOT THEIR CUSTOMER OR CLIENT. AND FOR ME TO CONTACT THE CFPB AND LET YOUR AGENCY GET IT RESOLVED BECAUSE THEY WERE NOT FOLLOWING PROPER PROCEDURE OR POLICY WHEN ENDING A FINANCIAL RELATIONSHIPS WITH A CLIENT AND CLOSING AN ACCOUNT WITH FUNDS REMAINING FOR DISTRIBUTION. I ATTEMPTED ONE LAST TIME BEFORE SUBMITTING THIS COMPLAINT AND THE REPRESENTATIVE TOLD ME THE PERMANENT RESTRICTION WAS PLACED ON THE ACCOUNT BECAUSE MY DRIVER 'S LICENSE WAS NOT LEDGEABLE AND TO SUBMIT THE DOCUMENT AGAIN WHILE SHE COMMUNICATED WITH THE SECURITY DEPARTMENT AND I DID SO AND SHE CAME BACK TO SAY THAT IT WILL STILL NOT BE REMOVED AND I ADVISED HER THAT I WAS GOING TO HAVE TO MOVE FORWARD WITH MY FORMAL COMPLAINT AND IF SHE COULD PLEASE GIVE ME THE NAME AND REP. ID NUMBER OF THE PERSON SHE CORRESPONDED WITH IN THAT DEPARTMENT AS WELL AS HER 'S AND SHE RESPONDED MY NAME IS XXXX AND I DON'T HAVE TO GIVE YOU ANY OF THAT AND HUNG THE PHONE UP WITHOUT ANY SALUTATIONS OR WARNING. I HAVE HAD NOTHING BUT A BAD EXPERIENCE WITH THIS FINANCIAL INSTITUTION I HAVE SPOKEN WITH OTHERS WHOM HAVE CONFIRMED SIMILAR EXPERIENCES WITH THEM ALSO. THEY ARE VERY DISHONEST AND UNPROFESSIONAL. ALL I WOULD LIKE IS FOR THEM TO EITHER ACH MY FUNDS TO MY NEW ACCOUNT WITH A DIFFERENT INSTITUTION OR ISSUE ME A CHECK FOR THE REMAINDER OF THE FUNDS AND CLOSE MY ACCOUNTS INDEFINITELY. AND IF THEY COULD EXPEDITE THE PROCESS BEING THAT IT HAS BEEN 6 MONTHS AND THIS ISSUE HAS CAUSED SO MANY HARDSHIP TO MY FAMILY AND MYSELF.

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