Consumer complaint received 2024-12-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PENTAGON FEDERAL CREDIT UNION
State: GA

Complaint narrative:
As I remember the date of XXXXXXXX XXXXXXXX I had reached out to the bank for funds in my account going missing. The bank PenFed Credit Union issued me a new card that I never received and took care of the account issue. I was told to give a few days so they can look into what happened on the account. Several days later I was issued the funds that had been asked about that came to around {$900.00}. I then transferred XXXX out of the account just to have some cash since I still had yet to receive a card in the mail. This was done on XXXX XXXX. I was issued a direct deposit from my job that I receive bi-weekly on this account for the amount of {$1800.00} on XXXX XXXX that I had no access to because my online banking was saying I have to contact the bank. I then called to see what the issue was and I was told that my account has been closed and I had no idea why. I was also told that the remainder of my funds has been sent out through check and takes anywhere from 5-7 days to get. I was then in XXXX  because I had about {$1500.00} in bills I had set to come out on this day. I had late charges now put on all of my bills since I had no-one to ask for the money without being able to give an exact date when I will pay them back. I was not able to speak with anyone higher because this bank only allows you to speak with associates and they put you on hold to speak in private with the finance and security teams. The XXXX was a XXXX  so XXXX  I called and could not get any answers. I called back XXXX  and was told that I have to wait until the closing process was done until the check can be sent. I still have no access to my account so I have to wait until the associates give me answers. The calls are documented so there is proof of me calling each day. I called XXXX  and on XXXX  I was told that I issued the account closure which I never did but out of frustration I am borrowing money to take care of some things like food for my family and travel back and forth to work. I decided to drive from XXXX XXXX to XXXX XXXX  where the nearest PenFed Credit union is which took 2 hours just to get answers. I get there on Thursday XXXX XXXX to see what is going on and the associate XXXX kindly helped me as much as possible but when told I can get the check amount from the teller, we walked out of the office space and all of the registers had been closed 15 minutes early of the bank closing. He was even frustrated to what is taking so long with them not allowing me to receive anything out of my account. I then had to leave and go home with no money so I received his card to call tomorrow so I can go and get the funds in the morning. The bank tells me then that it is nothing can be done because my account was restricted and has been closed with a {$0.00} balance. I wait until Monday XX/XX/XXXX to see has the check been sent and someone tells me that it has finally been closed and I will receive it in the mail in 5-10 business days. I have been very stressed and behind that I just received another check from my job but I'm behind to where this is not enough to cover what I have and the debt from borrowing to get things done. It is now XXXX XXXX and I am all out of money and just balancing the best way possible. This has been the absolute worse form of professionalism and customer service faced in my life.

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