Complaints

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my deep concern regarding the sharing of my nonpublic information with the three credit bureaus and the subsequent inaccurate information that has appeared on my credit report. This situation has not only caused me immense financial distress but also significant emotional hardship. As you may be aware, under 15 USC 1681 Section 602, I am entitled to privacy protection concerning my personal information. The inaccurate reporting of my credit information to the credit bureaus violates this right and has had a detrimental impact on my financial standing. Moreover, 15 USC 1681 Section 604 A Section 2 clearly states that a consumer reporting agency should not furnish an account without my explicit written instructions. It is essential that this provision is upheld, and my consent is obtained before any further information is shared. Furthermore, I would like to draw your attention to 15 USC 1666 B, which stipulates that a creditor may not treat any payment on a credit card account as late for any purpose. It is crucial that my credit report accurately reflects the timeliness of my payments and does not adversely affect my creditworthiness. For reference, my account number is *************** and *************. I kindly request that you investigate and rectify the inaccuracies on my credit report immediately. I also ask that you ensure my nonpublic information is handled in compliance with the relevant laws and regulations. I appreciate your prompt attention to this matter and look forward to a timely resolution.

  Business response

  11/10/2023

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  According to the Fair Credit Reporting Act (FCRA), once your payment is 30 days delinquent, it is reportable, even if the payment is made on the 30th day, so we are reporting your loan activity correctly.
  
  After a review of your account, it was notated on January 26, 2023, that if you called in, to inform you that the 26th of January was the last day to make a payment to avoid credit reporting. Your payment that was due on December 28, 2022, was made on January 27, 2023, which is the 30th day of delinquency. Your payment that was due on March 28, 2023, was made on April 27, 2023, which was also the 30th day of delinquency.  Again, once it hits 30 days, it is reportable. If the payment had been made by day 29 then it wouldn’t have been reported.
  
  The Philadelphia Federal Credit Union offers free financial counseling to all members through *******.org, a local non-profit agency, that can help you take action to improve your credit, reduce debt, avoid foreclosure, save and make sure your financial life is on a healthy track. You’ll have direct access to financial counseling, phone support, an online financial education library and financial workshops suited to your needs.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reported fraud to the bank but they kept advising that they could not do anything about the charges. It was determined on 8/31/23 that the company was fradulent and I never received the product. The company kept advising me that I needed to resolve with ******. Went into a branch and spoke with a rep and she indicated that she couldn't do anything to help me because she needed her manager. The manager came in, but abruptly left because she advised it was her last day. I kept advising that I filed a police report for the fraudulent charges (************) with the **** District but the rep indicated that she could not file fraud for the transactions because there is not an option for other on the form and that she needed to speak with account services. When she called account services, they advised that she needed to deal with her manager. The charges in dispute are as follows: Check #*** $3000 on 2/25/23, ****** ACH on 5/31/23 $2000, ****** ACH on 06/06/23 $2200, ****** ACH on 6/12/23 $1300, ****** ACH 08/04/23 $1529, ****** ACH 08/12/23 $1000. When I contacted ****** to dispute, they advised there was nothing they could do and to contact my bank to dispute the charges because the funds should be FDIC insured. They bank is now blaming ******. I need help as i should not be getting the run around as a long time customer who was frauded over $11,029. I need a full investigation and since the bank has information from the check, they need to work with bank where the funds was endorsed in order to resolve the matter. The company recently was published in the Philadelphia Inquirer on possible RICO charges as well as another matter in 2015 where they defrauded others. I just became aware of both news articles.

  Business response

  10/06/2023

  Dear ******************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  After a review of your account, it was determined that you stated that you authorized the following ****** transactions on your account for goods and/or services that you never received:
  ****** ACH payment of $2,000.00 on May 31, 2023
  ****** ACH payment of $2,200.00 on June 6, 2023
  ****** ACH payment of $1,300.00 on June 12, 2023
  ****** ACH payment of $1,529.00 on August 4, 2023
  ****** ACH payment of $1,000.00 on August 12, 2023
  
  Per the notes on your account, you were advised to fill out an ACH Stop payment, which was initiated, but you stated that you had other items coming through for ****** and you did not want to complete the stop payment because of that. You said that you filed a police report once you realized that the company you were paying was fraudulent. You also stated that you were filing a lawsuit against them.
  
  You reference Check #*** in the amount of $3,000.00 and we cannot find any record of that transaction in your account.
  
  Unfortunately, since all of these transactions were authorized by you, we cannot file a written statement of unauthorized debit on your behalf because that would be untrue.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got charged an overdraft fee because the bank hadn't cleared the full amount of my payroll check, it is unnecessary and egregious.

  Business response

  06/29/2023

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Overdraft Privilege (ODP) is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative and charging a fee.
  
  The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction. This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants which can present to your account several times until the funds are available.
  
  You are able to “Opt-Out” of this service at any time by calling PFCU at ###-###-#### or visiting any of our branch locations. If you request to opt-out of Overdraft Privilege you may elect at any time to have access to the privilege again, but you will need to meet the qualifications set forth by PFCU.
  
  After a review of your account, as a one-time courtesy the $28.00 Overdraft Privilege fee was waived.

  Customer response

  07/06/2023

  Complaint: ********
  
  I am rejecting this response because:

  I always have to wait 48hrs for my payroll checks to process. Tuesday was july 4th so supposedly that did not count toward that time. However, payments that were made to my long term savings account were processed during that period causing me to be over drafted twice. This is a unethical manipulation of the so called rules and it makes me wonder how solvent this bank actually is.
  

  Regards,
  
  *******************

  Business response

  07/06/2023

  **************,

  Per our check hold policy, on the day of the deposit, $225.00 is immediately made available to you. The remaining amount was placed on a two-day hold from the date of the transaction and this available funds/check hold information is available on the printed receipt. Holidays are not included within the two-day hold period. Several transactions presented to your account which took your account into a negative which caused the fees to be applied to your account.
  

  The only activity in your savings share were transfers that were completed through your home banking access.

  In addition, as a one-time courtesy, additional fees were reversed on June 21, 2022, in the amount of $112.00 because you had recently started a new job and you stated that your direct deposit had not been set-up yet. A notation was included in our response to that prior BBB complaint, stating that until your direct deposit is in place, standard holds may be applied on ATM check deposits and the entire amount of the deposit may not be immediately available.

  We are sorry to hear that the requested fee reversal, which was credited to your account on June 28, 2023, was not a satisfactory solution.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This bank, which I been a member with for over 10 years keep piling on fees when I make a mistake. Today I look and it’s nearly 100 dollars in fees, which brings my account to nearly 245 in the red. Granted, I have over 4000 in my saving account. I’m bewildered because the money is there in the bank. It’s time to maybe end our relationship. It seems we have become all about fees.

  Business response

  06/27/2023

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Overdraft Privilege (ODP) is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative.
  
  The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction. This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants.
  
  You are able to “Opt-Out” of this service at any time by calling PFCU at ************ or visiting any of our branch locations. If you request to opt-out of Overdraft Privilege you may elect at any time to have access to the privilege again, but you will need to meet the qualifications set forth by PFCU.
  As a one-time courtesy, 3 fees totaling $84.00 have been reversed. 

  Customer response

  06/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pfcu refuse to file **** complaint as 45 days has passed and l have no item that money taken out of my account by the ********* and l don't have no item and no refund, the Pfcu did not file complaint filed on 5/7/3023 and waited until the 5/16/2023, as if now it 60 days instead of 45 days, still nothing has been done, please help.

  Business response

  07/26/2023

  Dear **************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Your account has been credited in the amount of $69.92, and per your conversation with the Vice President of Collections, you agreed that this action has resolved your complaint.
  
  We thank you for being a valued member and appreciate your patience during our review process.
  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 20th of May, my bank account was compromised. So my bank end up closing my account. The scammer to hundreds of dollars from. Now I have a new account and it’s in the negatives because of the fraud. The bank is saying I can’t get my money back. I thought my money was insured for situations like this. I want to know how do I go about getting my money back. I’m thinking about leaving this Credit Union all along. I’ve been banking with The Philadelphia Federal Credit since a child and been loyal for over 20 years this just opened my eyes and showed me a new side of the bank. It seems like my money isn’t safe.

  Business response

  06/09/2023

  Dear ******************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  After a review of your account, it was determined that you admitted to sharing your home banking information with a friend and they deposited fraudulent checks via Remote Deposit Capture. These checks were returned, causing your account to go negative in the amount of $347.54.
  You can apply for a new account, once the negative balance is paid in full, as long as you qualify for membership.  .  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  every month they allow people to access my accounts to over draft them or steal money than for each transaction they charge me $28 leaving my accounts in a negative every week forcing me to pay them my whole check

  Business response

  05/12/2023

  Dear ***************************,
  
  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  After a review of your account, we have determined that it is the account owner’s responsibility to ensure that there are sufficient funds when scheduling payments. As a one-time courtesy, we reversed three Overdraft Privilege (ODP) fees, totaling $84.00.
  
  Overdraft Privilege (ODP), which you are opted into, is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative and charging a fee. The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction.
  
  This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants, which can present to your account several times until the funds are available.
  
  If you no longer wish to opt into ODP, you are welcome to apply for a Line of Credit, which is an open-ended revolving loan that may be used as overdraft protection and cash advances. This is a loan with an interest rate attached to your checking account. If you chose to have a line of credit, it would replace the ODP since the account is unable to have two forms of overdraft protection. 
  
  Please contact us at ###-###-#### if you wish to opt out of ODP, or to apply for a Line of Credit. 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a notice of rescission. I have made several attempts to notice pfcu and received no response to my letters. I come with clean hands and in good faith. It is Philadelphia Federal Credit Unions duty to respond promptly and address my grievances and they have failed to provide that for me the consumer. After reviewing my contract/ agreement with Philadelphia Federal Credit Union I was able to identify several violations of my rights pursuant to federal laws as a consumer, as well as laws that have been broken. I do not wish to be apart of these actions and I am exercising my right of rescission. Listed are a list of some of the U.S. Codes that were violated. 15 U.S.Code § 1692;- false and deceptive forms 15 U.S. Code § 1635- right to rescission notice not provided 15 U.S. Code § 1644(a)- fraudulent authorized use of credit card (10k fine) 15 U.S.Code § 1605 - finance charge defined and what is all included 15 U.S.Code § 1635(f)- right to rescind after 3 years if rescind paperwork was never furnished 15 U.S.Code § 1635(b)- right to rescind and keep the property 15 U.S.Code § 1640(a) - each violation is 2x finance charge 15 U.S.Code § 1602(P) UNAUTHORIZED USED OF A CREDIT CARD WHEN THE USER DOES NOT HAVE IMPLIED AUTHORITY 15 U.S.Code § 1602 (K)DRAFTING A CONTRACT OR SIMILAR INSTRUMENT IN WHICH THE CONSUMER CANNOT ADEQUATELY UNDERSTAND 15 U.S.Code § 1681 (A)(2)(B) FURNISHING AN ACCOUNT THAT WAS CREATED FROM A CREDIT CARD OR SIMILAR DEVICE 15 U.S.Code § 1692D(4)ADVERTISING OR THE SELL OF A DEBT TO COERCE PAYMENT

  Business response

  03/09/2023

  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Our investigation revealed the following timeline of events in regards to your complaint letter:
  
  On December 2, 2022 a pre-skip claim was filed because the vehicle was 75 days delinquent and there was forced placed insurance on the loan. On December 19, 2022 we received notice from *PA that the car was impounded (booted for tickets). We paid the Parking Authority (*PA) $1,179.30 to recover the vehicle and took possession of it on December 20, 2022. The 15 day letter was mailed to you December 22,2022 to the address on the account.  On December 29, 2022 and on January 4, 2023, *****, a member of our collections department, spoke with you and went over the redemption requirements. These are the same requirements that were mailed to you on 12/22/2022.  On January 9, 2023 you requested your auto loan documents via email, and they were securely emailed to you on January 9, 2023. You were also made aware that the last day to redeem your vehicle per our redemption requirements was on January 6, 2023. Since there were no communications in redeeming your automobile, it was sent to auction on January 11, 2023.
  
  On February 8, 2023, ***** received an email from you requesting the amount due at time of repossession, when last payment was received, when we were expecting the next due payment when the car was repossessed. ***** responded by sending the 15 day letter that was mailed certified to the address listed on the account at the time of repossession.
  
  On February 10, 2023, you called wanting to speak to a manager and ***** informed you of all the documents he sent and explained that it was impounded by the PPA, recovered by PFCU, sold at auction and any proceeds will be applied to the principle balance then the loan will be charged off.  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/05/2022 I had a payment of $548.03 withdraw from my account leaving with a balance of $325.23 then I was assesed an overdraw fee of $28.00 bringing my balance to $297.23. When I called to inquire about the overdraft fee, I was told that my pending transaction was short $9.07. My first complaint is pending transactions (money) should already been taken out of my available balance. Second how can you charge me an overdraft fee for something that is pending. I even asked what happens if the merchant doesn't submit the transaction and the pending hold falls off, what happens then will if get the overdraft fee back. I was told by PFCU that when you use your debit card the funds are debited from your available balance at the time you make your purchase. At this point I am extremely frustrated with PFCU because I feel that they only want to charge you over draft fees uneccessarily. PFCU has charged me $28 for a $2 overdraft and that is crazy

  Business response

  12/28/2022

  Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
  
  Overdraft Privilege (ODP) is a discretionary non-contractual service which pays checks (or ACH withdrawals) when the funds are insufficient by drawing the account into the negative.
  
  The intent of ODP is to protect you, our member, should you inadvertently overdraw your checking account with a share draft or ACH transaction. This service saves you the inconvenience of bounced checks, as well as the typical returned check fees charged by many merchants.
  
  You are able to “Opt-Out” of this service at any time by calling PFCU at 800-832-7328 or visiting any of our branch locations. If you request to opt-out of Overdraft Privilege you may elect at any time to have access to the privilege again, but you will need to meet the qualifications set forth by PFCU.
  
  In reference to the “pending” transactions, at the time of any purchase with your card, you are making an agreement to pay that merchant. The transaction comes through our system and the funds are accounted for. The status of that transaction may be reflected as “pending” and this is normal activity for merchants. However, if the transaction did not go through, the overdraft fee would have been reversed. 
  
  We apologize for any confusion this may have caused and as a one-time courtesy, the fee of $28.00 that you requested to be reversed was granted.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I previously made a complaint about the payment structure for PFCU. I had a scheduled payment for car insurance of 263.69 on November 23 and a scheduled car payment of 373.00 on November 29. Today is the 28th and both payments went through within hours of each other. This means i was charged with a 28.00 overdraft fee with 10 hours left of a 800.00 hold pending on a payroll check. If the payment for the car loan had gone through as scheduled this would not have happened. I don’t understand why my Progressive payment was delayed for a week and my car loan payment was moved up a day. I would like to be refunded the overdraft fee.

  Business response

  12/06/2022

  Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.

  As a one-time courtesy Overdraft Fees in the amount of $28.00 was reversed on December 6, 2022. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩