Consumer complaint received 2024-04-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: PENTAGON FEDERAL CREDIT UNION
State: KY

Complaint narrative:
In reference to CFPB complaint ID XXXX filed on XX/XX/2024, my savings account was approved on XX/XX/2024 with a final note from XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

After successfully setting up and funding my account, I applied for a Free Checking account online on XX/XX/2024 where I was prompted to call PenFed to complete application ( XXXX ). PenFed customer support took my details again over the phone and it appeared details customer support took was to submit a new application ( XXXX ). I received an email to upload documents again but no utilities this time, only Identity Verification Current, non-expired U.S. government-issued ID such as drivers license or passport and SSN Verification Social Security card, current tax year W-2, or signed current year tax return showing your full Social Security number.

I submitted my government-issued passport and Tax ID document again then I was told review should take about 8 hours. 

On XX/XX/2024, I called PenFed customer support to get an update regarding application. After I was put on a brief hold, customer support came back and ask if I had a US only issued ID ( exactly what had transpired when I applied for a Regular Savings Account in XXXX, 2024 that ended up as a complaint via CFPB because PenFed had discriminated the origin of my government-issued passport ) I told customer support I had submitted a complaint via the CFPB for this exact response by a prior PenFed customer support personnel when I applied for the savings account the first time. I was put on another hold. When customer support came back, she confirmed my government-issued passport and Tax ID document has been accepted. But that was not all. She added that her fraud department told her to request from me what I can assume to be one of the most absurd document required for any kind of application, " a copy of my phone numbers receipt/bill '' because they couldn't verify who my phone number belonged to. 

This was very mind blowing for me because not a single entity around the world had ever asked me for such a document. One 's phone number is usually verified by sending a one-time code. Even XXXX  ( my carrier ) themselves verify my phone with a one-time code. 

This is the same phone number I used to setup my account when my savings account was finally approved and set as a XXXX method. 

Is this how incompetent PenFed customer support and fraud department is or any personnel involved in application review is? So far, the experience is extremely loathing. 

My final comments regarding PenFed Credit Union as a whole but at the end of the day remains my opinion however, by far the worst financial institution I personally have ever encountered.

PenFed can keep its discriminatory services and close my account entirely. This is not worth a legal intervention although I may change my mind.

It has not been a pleasure.

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