Consumer complaint received 2024-04-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Unable to open an account
Company: PENTAGON FEDERAL CREDIT UNION
State: KY

Complaint narrative:
Complaint Against PenFed Credit Union On XX/XX/year>, I applied for a Regular Savings Account with PenFed Credit Union using my ITIN as it was accepted during the application and was asked to submit 3 additional documents ( proof of tax ID, proof of address and proof of ID ). 

On XX/XX/year>, I submitted my CP565 ( Tax ID confirmation letter ) as proof of tax ID, credit card statement as proof of address and my non-US government-issued passport as proof of ID. Shortly after I received an email to upload proof of address again. I called PenFed customer support to confirm possible documents for proof of address and I was advised to upload a colored copy of either water, electric or vehicle registration to verify my address. At that moment, I had only phone and internet bills in my name. 

On XX/XX/year>, I completed adding my name on our Electric & Gas bill. On XX/XX/year> I received a statement of account from electric and gas company in my name and uploaded to PenFed to verify my address since an actual bill in my name will not be available until XX/XX/year>. XXXX of account was no accepted and was asked to submit actual bill. 

On XX/XX/year>, utility bill in my name was issued and I submitted as proof of address to PenFed via upload link the same day. There was no response whatsoever until I personally called PenFed on XX/XX/year> where I was told initial application had expired. However, I was given the option to re-apply again over the phone up to the point I had to submit 3 additional documents ( proof of tax ID, proof of address and proof of ID ). 

Luckly the support agent advised that other 2 documents ( proof of tax ID CP565 ( Tax ID confirmation letter ) and proof of ID ( non-US government-issued passport ) ) submitted in the expired application were accepted hence she would simply just move those 2 documents to the new application then I just upload my utility bill to proceed with application. She also mentioned that I would be getting a response by XX/XX/year> then I can make the membership deposit to conclude the application. 

Up until XX/XX/year> there was no feedback regarding application then I was compelled to call PenFed support again for status of application. Only to be told I have to submit a US only issued ID, SS card, or US Visa. I asked what was wrong with my passport, " is it because it was issued in XXXX? '' Because I don't get this issue with any of my current banks including XXXX  XXXX, XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX and XXXX. Again, because I have multiple business colleagues with an ITIN that also applied for the same Regular Savings Account with PenFed with their country 's issued passport, specifically a XXXX issued passport and there were no questions asked. 

Evidently, PenFed Credit Union accept foreign issued passport. I don't want to be circled out simply because my passport was issued in XXXX because any form of discrimination from PenFed and its personnel towards my birth country will be met with legal consequences. 

As ITIN holders, we are more likely to have our passports as a form of ID and any type of passport should be treated fairly.

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