Consumer complaint received 2024-04-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PENTAGON FEDERAL CREDIT UNION
State: TX

Complaint narrative:
To whom it concerns at the CFPB, I was XXXX from XXXX to XXXX. During my XXXX PenFed Credit Union, Allowed a thief whom stole my phone without a passcode lock. To login and Activate Biometric login. ( Account Takeover ) This was an identity thieve whom stole my wallet, and Phone. I was not able to purchase a new phone until around XXXX. I called PenFed and notified them that I am a victim of identity fraud, and that someone has taken over my account 's and stole my phone and wallet and that I did not conduct transactions that appear on my accounts. PenFed Credit Union went ahead and submitted an ATO Request, and started an investigation. PenFed Credit Union opened a new Share Savings account, and a checking account. They also opened an additional checking account at my request since they closed XXXX previous checking account 's. It took PenFed almost a month to restore my online banking, At that time I had to clear this thiefs biometric login. I reported the Fraudulent Card Transactions to PenFed, when I reported the XXXX and Identity Fraud. PenFed Went ahead and closed the card, but then PenFed proceeded to start to falsely accuse me just XXXX days ago when I was on the phone with XXXX from Concerns Management Department. He was speaking to a lady in Fraud Management, and she was asking him to interrogate me. She asked If I gave her Permission to contact my phone company, and when I told her No. She proceeded to tell the Agent on the phone that at this time she can contact my phone company if she wants to, she was trying to see if I would cooperate. I provided a police report. There are several XXXX dollars worth of CHANCED GOLD COINS Charges, and I did not conduct any charges on the account. Additionally, she told the agent to tell me at this time my claim is " denied '' : but that she will continue her investigation. When I asked for Documentation used in her investigation because per consumer law I am allowed to request documentation used in their investigation. She told the Agent she doesn't have anything to provide. Furthermore she proceeded to Close my Debit card, and Referenced that I caused PENFED A LOSS. I have never caused PenFed a loss and I have read all the terms and conditions and deposit agreement. The withdrawals totaling {$680.00} and the XXXX XXXX XXXX charges and the XXXX Charge are not my charges. I did not receive the last debit card, and I did not activate the card. The card was activated from the thief whom stole my phone. I have a police report, and I have provided that to PenFed and even so this Lady in the Fraud Management Department is definitely a discriminating person. She told the Agent, She Personally revoked my debit card, and because I caused PenFed a LOSS. However I never caused PENFED A LOSS. I did not file any regular disputes. Secondly, my account was took over from an identity thieve and fraudster. I did not receive the Debit card and I did not activate the debit card which was used while I was in the hospital. For the Agent to state I caused PenFed a loss is absurd. PenFed chooses to ignore my documentation request, and PenFed Revoked my New Debit Card and keeps referencing back to me causing PenFed a Loss or handling the card in a manner not acceptable. Neither of Which have I done. I take my Security very seriously, and I do not accept responsibility for charges and or harm caused by a fraudster. Lastly, The Lady doing this investigation now has also Revoked my ability to do " Mobile Deposits '' So not only did she revoke my debit card, she revoked my mobile deposits as well. I do not have a PenFed Branch near me, and I have not conducted anything to cause PenFed a Loss, and This Lady in the Fraud Management Department is definitely gunning for me. I do not accept the consumer financial abuse that is being conducted from this senior manager nor her department. I am allowed to Make Mobile Deposits, and I do not believe my Debit card was revoked properly as I am a victim of identity Fraud, and this Senior Manager is very Verbally abusive. I want her investigated for the threats she has provided to customers over the phone. Additionally, I am only able to make mobile deposits since I have no branch near me, and this lady made sure to revoke that too. Essentially discriminating against me because I am a victim of identity fraud. I have alerts on my credit files, and I do not accept financial abuse from this manager. I want this investigated. I want the charges refunded, as the fraud case was opened on XX/XX/XXXX ' it's been well over XXXX business days. Lastly I want a Debit card reissued and to be apologized to for the verbal abuse conducted from this Senior Manager. I also want my Mobile Deposits corrected. I am a victim of FRAUD. I have not caused any loss or harm to Penfed.

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