Consumer complaint received 2025-06-04 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: IL

Complaint narrative:
Per my XXXX  concern XXXX and, after waiting the full 30 days for PenFed to review ( at which point, it seems a quick call was made to XXXX  without answering my questions ), it is clear that PenFed did not advocate for nor fully exhaust the issue that was raised to them months ago. I raised the below questions on XX/XX/XXXX, to which no one has replied. I then called on XX/XX/XXXX per case XXXX, and never received a call from a manager. The same happened on XX/XX/XXXX per case XXXX. At this point, it is clear that PenFed is not fully understanding this issue nor responding, and it should absolutely not be handled this way. If XXXX was unclear on the concern and wanted to make sure it was fully covered, he should have provided a call. Again, the below questions in regards to XXXX  case XXXX regarding misreporting of the PenFed account ending in XXXX for my authorized user XXXX XXXX needs to be answered by the team : " Hello, I am submitting a response in writing to a letter received from XXXX XXXX in regards to a credit reporting issue with my authorized users, XXXX and XXXX, for my credit card ending in XXXX. Unfortunately XXXX  continues to provide incomplete or potentially incorrect information, and PenFed is not clarifying the same. 

Per my call with XXXX, my authorized user, XXXX, is being handled inconsistently by XXXX  in relation to XXXX. I asked that PenFed clarify this inconsistency with XXXX. As confirmed today with XXXX, XXXX raised a dispute to have the account ending in XXXX deleted from his XXXX  report on XX/XX/XXXX. The account was successfully deleted and suppressed on that date, and there was no further activity regarding this account with XXXX. XXXX was then added back as an authorized user in XX/XX/XXXX and wanted this card properly reported to XXXX. After waiting the initial 60 days, not having the card report, and escalating to PenFed in XX/XX/XXXX, PenFed finally submitted a dispute by mail to XXXX  on XX/XX/XXXX which successfully unsuppressed the account and reinserted it on his credit report. 

XXXX, my other authorized user, followed the exact same steps. As also re-confirmed with XXXX  today, she also had the account disputed with XXXX  on XX/XX/XXXX, and it was deleted and suppressed just like XXXX. Since then, she has taken no further action on this account. She was also added back to the card in XX/XX/XXXX and wanted this account back on her credit report. 

XXXX concerns : 1. Per XXXX  letter, XXXX had disputed the account, so it was not eligible to be reinserted per their internal policies .. As mentioned, XXXX XXXX disputed the account. Did you clarify this with XXXX? The reason this was escalated is because this is not being handled correctly by XXXX  and I am lucky enough to have an exact example ( XXXX ) of where XXXX  handled this correctly. Did you confirm with XXXX  as to why XXXX had no issue being unsuppressed and reinserted in XX/XX/XXXX when he also disputed the same account? 

XXXX. Also per XXXX  letter, [ XXXX  ] required a letter from both XXXX and XXXX to reinsert the account to their respective credit files .. What is the status on this as I never received a request for a letter? Of course, this seems to be another example of misinformation by XXXX, as they were able to correct XXXX report without this letter. 

As mentioned to XXXX, I need someone who sees and understands these inconsistencies and is advocating on mine and my authorized users behalves. If we are just transferring messages, we will continue to get nowhere, as has been seen since XX/XX/XXXX. 

Again, please let me know when I am receiving a call on this. It has been months, including a month after I spoke with XXXX, with issues on XXXX side as well. We can not continue to extend and go back and forth on this. ''

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