Consumer complaint received 2026-05-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Credit monitoring or identity theft protection services — Billing dispute for services
Company: PENTAGON FEDERAL CREDIT UNION
State: TX

Complaint narrative:
I am filing this complaint against PenFed Credit Union regarding the handling of my dispute claim involving a returned merchandise refund that was improperly denied and closed. The transaction in question occurred on XX/XX/year> for {$1000.00}. Item was returned on XX/XX/XXXX because it was defective. After item was delivered back to merchant, the merchant refused to issue a refund for merchandise that I returned, I opened a dispute with PenFed on XX/XX/year>. I have proof that the item was successfully delivered back to the merchant, including tracking confirmation and email correspondence showing my attempts to resolve the matter directly with them. However, PenFed closed my dispute claim on the basis that they allegedly did not receive the requested information. The issue is that the dispute was automatically closed simply because I did not answer a phone call from PenFed. PenFed only attempted to contact me through a single phone call and never sent any email, secure message, written correspondence, or other reasonable method requesting documentation before closing my dispute. Automatically denying and closing a consumer dispute solely because a phone call was missed is not an acceptable or reasonable investigation process, especially when no alternative communication methods were used. PenFed failed to provide me with a fair opportunity to submit supporting evidence despite my willingness to cooperate and provide all requested documentation. Their handling of this matter demonstrates an inadequate dispute investigation process and failure to reasonably assist the consumer in resolving the claim. After learning my dispute had been closed, I immediately contacted PenFed and requested that the case be reopened. I also escalated the matter to a supervisor, but PenFed refused to reopen or properly review the dispute despite the supporting evidence I offered to provide. I believe this handling of my claim was unfair and unreasonable. The merchants refusal to issue a refund after receiving the returned item should not be permitted. I have attached : - Tracking information confirming delivery of the returned item to the merchant - Email correspondence between myself and the merchant regarding the return and refund - Any additional supporting documentation related to the dispute Under Visa dispute and chargeback protections, including Visa Reason Code 13.6 ( Credit Not Processed ), consumers are protected when merchandise is returned and a merchant fails to issue the appropriate refund or credit. Visa rules also require issuers to allow at least XXXX calendar days after returned merchandise is delivered before processing the dispute, which recognizes the merchants obligation to timely issue the refund once the returned merchandise is received. Despite the evidence I provided showing the returned item was delivered, PenFed failed to conduct a reasonable investigation and instead closed my dispute solely because I missed a phone call. This deprived me of the opportunity to submit supporting documentation and have my claim fairly reviewed. I am requesting that PenFed : XXXX. Reopen and properly investigate my dispute XXXX Review all supporting evidence submitted XXXX. Provide reimbursement for the returned merchandise XXXX. Ensure fair handling of disputes in accordance with XXXX regulations and consumer protection standards Thank you for your attention to this matter. I respectfully request a full review and resolution of this complaint. Sincerely, XXXX XXXX

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