Consumer complaint received 2018-06-28
Company: PENTAGON FEDERAL CREDIT UNION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I filed a fraud claim on several charges on XX/XX/XXXX. From XX/XX/XXXX-XX/XX/XXXX I called and emailed numerous times daily to either speak to someone in the fraud department or to have someone call me back in regards to my claim. I was consistently denied access to the department, being told different things in regards to my claim. I also asked to have a password added to my account so no one would be able to access it. I was told the paperwork would be overnighted and I would receive it by the XXXX of XXXX. It was sent standard ground mail and I did not receive it until XX/XX/XXXX. Finally, I was told that the manager of the fraud department would be calling me back in an hour on XX/XX/XXXX at XXXX XXXX, CST. However, I did not receive a call until XXXX XXXX, CST. The manager XXXX XXXX had a horrible attitude, laughing as I explained the situation and implying that I was lying about the fraud. I explained that I already filed a police report with the Police Department and I already emailed it. She stated that they had never received an email from me, I explained I have every email chain including responses from people in her organization. She then stated that I had to complete an affidavit and have it notarized, mailing it back. I explained if that was the case I wanted the paperwork sent overnight to my address and I would do as asked. It is now XXXX XXXX, CST on the XX/XX/XXXX. I took an entire day off of work to be here when the paperwork came and it has not. In fact, nothing was sent. I spoke to the fraud analyst today, XXXX XXXX and sent her a copy of the police report that I have been given and for whatever reason she has insisted that it is not the correct report and that I have to send another report. I explained to her that the report I sent is the report I got directly from the headquarters of the Police Department and there was nothing additional I could do. It has literally been one thing after another dealing with Pentatgon Federal. From being called a liar, to having people give me illegitimate information in hopes of scaring me from reporting the fraud. It is my understanding that the bank has 10 business days to issue credit on my account, it has now been more than that and I have not been issued any credit. Instead, I have been given nasty attitudes, unprofessional feedback and information and no solution. I've been lied to numerous times about paperwork being sent to me and passwords being added to my account. I filed a claim on a {$270.00} charge previously that was never actually filed and until the XX/XX/XXXX no one was assigned to this claim, which is exactly what I wanted to avoid and why I continued to ask to speak to someone in the fraud department. It is also my understanding that the bank is to fight for me, not the other way around. It is absolutely unacceptable for any organization to carry themselves in the manner in which Pentagon Federal Credit Union has and against the law in regards to how they process fraud claims. For all I know, someone within their organization is omitting the fraud on my account.

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