Consumer complaint received 2022-09-22
Company: PENTAGON FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XX/XX/XXXX, I received a check in the amount of {$47000.00} from a person whom I have loaned money in XXXX and XXXX an have deposited the check into my checking account # XXXX. On XXXX XXXX at about XXXX PM, I have received a phone call from XXXX from Pentagon Federal Credit ( PenFed ) Union stating the check I have received was a bad check and my account is in deficit of {$47000.00}. I quickly called the bank and talked to a representative. then went to the XXXX branch. The branch was not able to help. Since I was in class, I came back home and took the online exam and went back to the same branch. I am taking to a representative and aging he is not able to help. My voice went high by then so the acting manager XXXX XXXX XXXX XXXX XXXX, she asked me to wait and she was able to help me for about 1.5 hours. I returned to the same branch on XXXX XX/XX/XXXX and XXXX helped me. I decided not to deposit any money till the problem is sorted out the negative {$47000.00}. On XXXX XX/XX/XXXX, the problem was sorted out as I have seen online. On XXXX XX/XX/XXXX, I was leaving for XXXX and went to see the bank manager XXXX XXXX as there were few activities in my checking account number ending in XXXX. I also told XXXX, I am leaving in few hours and I need my account to be safe. While in XXXX, I was not able to log into my account. On XXXX XX/XX/XXXX, I receive an email from Penfed that my account ending in XXXX has XXXX balance and there was an overdraft put in place. On XXXX XX/XX/XXXX, I was at the branch at XXXX am to find out what has happened. I asked to see the branch XXXX XXXX XXXX and she refused to help me. She asked XXXX XXXX to help. XXXX was not able to help me what I need and was requesting. I have asked for all my account detail but she only provided me details up to XXXX XX/XX/XXXX and was not able to answer the questions regarding my funds movements. I used XXXX XXXX 's computer to initiate my online line and change my password there. When i came home, I logged into my account and found out more movement of money. I called Penfed and talked to XXXX and she filed a fraud complaint. PenFed moved money from my money market accounts and from my other checking accounts without my authority. My account numbers were changed and I do not have an access to my old account numbers to get all my transactional history. I have requested the data the transaction History in detail from XXXX XXXX to XXXX XX/XX/XXXX from my all old accounts and also the statements from XXXX to XX/XX/XXXX of my old accounts. I have made several ( maybe XXXX ) attempts to talk to the fraud department and I was not allowed to. On XXXX XX/XX/XXXX, I called PenFed and talked to XXXX and she told me fraud department will call me in 2 hours. That 2 hours has not come till XXXX XX/XX/XXXX. I went to XXXX XXXX on XXXX XX/XX/XXXX, talked to XXXX XXXX XXXX, he told me he can not help me as the account is with Fraud Department. I have asked him to send an email to Fraud department to contact me. No response to date. 

Since New member number and accounts were generated, I have being asking for login to my old accounts as I have lot of historical data. But nothing has been DONE to have an excess to my old accounts. 

On XXXX XX/XX/XXXX, XXXX called me from the bank and gave me the new account numbers. I have asked her about the old account and she told me on XXXX XXXX the Fraud department will call me and I can discuss with them. To date, I have no explanation what happened to my money, and the money has been not restored. I am very frustrated as I have to answer to my work as well as my security clearance maybe in danger. PenFed is liable for my emotional and health issues as i have no remediation to date.

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