Consumer complaint received 2022-04-30
Company: PENTAGON FEDERAL CREDIT UNION
State: AE
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
Complaint synopsis. I initiated an international wire transfer on XXXX XX/XX/XXXX of XXXX dollars. As of this writing, three weeks later, I have not received my funds either at the prescribed destination bank or refunded to my original bank account. PenFed has been vague with providing me with any useful information pertaining to the status of my funds. PenFed transparency is questionable and sometimes information is contradictory. PenFed refused to inform me where or when I could expect to receive my funds, or what specifically they were doing to located the funds. PenFed provided me IMAP numbers instead and advised me to ask the receiving bank whether my funds had arrived. Only after my third inquiry, did PenFed reveal that the funds transfer transaction was initiated on XXXX XXXX not XXXX XXXX ( when I called and requested it ). Please see that attached Receipt that indicates fund transfer on XXXX XXXX. 
PenFed would not recall the routing or account number to me when I asked. I wanted to confirm that PenFed sent funds to the correct account. 
PenFed would not provide requested documentation ( amendment, memo/letter ), associated to the IMAP numbers sent XXXX XXXX ; and reference # sent on XXXX XXXX. A PenFed customer service supervisor with a name but no position information in the signature block, sent a meaningless email ( see email attached ). 
When I contacted the receiving bank, twice, they had no knowledge of the IMAP numbers and told me that the originating bank needed to do the trace. The representative revealed to me that the originating bank uses a middle bank to service the currency exchange. PenFed should have informed me of this information. I could have contacted XXXX XXXX earlier in search of my funds. Later, a PenFed help rep told me that PenFed uses XXXX XXXX bank  to execute their currency exchange transactions. 
Time lines : XXXX XXXX XXXX, XXXX p.m. I contacted the PenFed help desk. The representative provided me another XXXX #. The PenFed help representative requested that I contact the receiving bank and told me that the IMAP # was a trace #. She said PenFed was waiting to hear back from the receiving bank. I received no response from the help rep when asked how long they would wait to hear back from the bank. 
XXXX XXXX XXXX, I contacted PenFed help representative and communicated that I still had not received the wired funds. The representative gave me another IMAP #, that she said was sent on XXXX XXXX, and that PenFed was waiting for the receiving bank to respond. She stated that the IMAP # was an amendment/ memo that was sent to the receiving bank recalling the funds. She stated that all XXXX dollars would be placed back into my account. I asked what type of amendment/memo this was.She did not know. I asked the PenFed representative when I could expect to receive my wired funds.She did not know. She then stated that the funds were being recalled. I was surprised to hear this because I did not request the recall. Nor did any PenFed representative inform me of this action prior to executing this action. An explanation for the recall was not given. 
XXXX XX/XX/XXXX, I requested that the PenFed help representative initiate an investigation into the status/whereabout of my funds. I was not notified or received any documentation that an investigation was initiated. The representative admitted that the wire transfer was initiated on XXXX XXXX not XXXX XXXX. 
I asked the rep if PenFed knew the location of my funds? She said no. I asked if there was a plan for locating the wired funds and retrieving them. She stated that PenFed was waiting for the receiving bank to respond. No other information was given. 
XXXX XX/XX/XXXX, I called the receiving bank for the second time and inquired about another IMAP # that was sent. The bank representative call the Bank HQ is XXXX, XXXX and a main bank in XXXX, XXXX. The receiving bank rep said they had no record of the IMAP # s that I provided. The receiving rep stated that only the the initiating bank can place a trace on the wired fund. She stated there is an intermediary bank that PenFed uses and is possibly where the funds are held up. 
At XXXX p.m. the same day, I contacted the PenFed help desk and relayed the aforementioned information. She stated that PenFed initiated another recall today, and provided me with another IMAP # and a reference. I requested the document associated to the reference number be sent to me for my records. The help representative could not complete this action so I requested to speak to a supervisor. I made the request for the document to the supervisor. She asked if I wanted a document or email. I told her that I wanted whatever the reference # was associated to, either a document or an email. She sent a meaningless email. 
XXXX XXXX at XXXX p.m., the PenFed rep stated that on XXXX XXXX a message/trace # was sent to XXXX XXXX . I asked if they found the location of my funds. She said no. Later, I was told that the funds were at XXXX XXXX and should be placed back in my PenFed Regular Savings account on XXXX  XXXX XXXX. 
XXXX XXXX. XXXX p.m., PenFed contacted me by phone on another matter of contention. I inquired about the $ XXXX. The rep confirmed that the funds have not been placed in any of my accounts.

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 monetary relief