Consumer complaint received 2024-07-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: PENTAGON FEDERAL CREDIT UNION
State: MA

Complaint narrative:
A card was opened up with PenFed by someone who stole my identity. The letters with credit card info were send to the address of a condo I own in XXXX. My tenant informed me that all this mail from banks and CC institutions were coming to her and sent me a picture of the unopened mail. I asked her to open the mail and send me pictures so I could deal with the information ASAP. When she opened she sent me pictures of credit cards that were opened under my name as well as accounts that were denied because of fraud risk. I contacted all institutions immediately to let them know to close the accounts, because I did not open them. XXXX XXXX closed the account and they did not have any charges, so there was no issue there. PenFed had already had charges happen on the account. I let them know to close it and they said they would start an investigation. I sent them my DL showing that I lived in PA at the time the account was opened. That investigation found me liable because they had a copy of my DL from TN, a check stub, and a utility bill. I asked them to reopen the investigation, provided them the police report number given by the city of XXXX ( XXXX ) as well as the reference number to the identitytheft.gov report ( XXXX now refiled under number XXXX ). I also let them know I had been a victim of the XXXX XXXX XXXX leak. They said they would reopen the investigation. I never got completed information on that case, but called back weeks later trying to figure out where it was. They said they were still working on it and wanted more information. At this point I sent them my social security card, copies of utility bills that had been charged when the account was opened as proof that I did not live in TX, and my current utility bill showing that I moved to MA. They said I would receive a call within XXXX weeks to close up the case. XXXX XXXX from their fraud dept called me on XXXX to discuss. I provided her more details on how I obtained the info from my tenant. She also asked me how I was able to use the penfed chat without logging into an account, and I let her know. She also let me know that the person used a picture of my actual ID. I confirmed the address on the ID was correct and that it was where I lived when I lived in XXXX, but let her know that ID was surrendered when I obtained my TX license when I moved back to TX. ( Moved in XXXX and updated my license in XX/XX/XXXX ). I received a letter today ( XX/XX/XXXX ) saying their investigation found me liable for the account. I will contact them first thing Monday to find out how all the information I provided showing that I did not live in TX at the time the account was opened, as well as information of why I did not have possession of that license anymore ( TX makes you surrender your license when you move to the state ) still found me liable for an account that was opened fraudulently under my name, but I feel that all this trouble also warrants me filing a complaint in the hopes that they will stop reporting a fraudulent account to the credit bureaus.

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 non-monetary relief