Complaints

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have over 2000 in my saving account. I had over 409 in my checking account. The amount pending is on hold. I can’t get a line of credit from the bank, which the bank always offers because of my credit. I’m building or rebuilding it. If it was short, why doesn’t it just draw from saving. It’s not like money is not in bank. I don’t understand. Fee should be assessed for no money in bank. I have over 2000

  Business response

  11/28/2022

  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 in the correct share account when scheduling payments. Our (attached) Fee Schedule discloses these fees. In 2022, $168.00 in fees have been reversed as a one-time courtesy and any further requests relating to using your savings account as an overdraft option will not be reversed. Per policy we do not overdraft to interest bearing savings accounts.
  
  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 that is 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. 
  

  Business response

  12/01/2022

  We are sorry to hear that you did not find our last response satisfactory. However, currently as an organization, we do not overdraft from the Savings shares. You stated you have $2000.00 in your savings, so you can easily stop getting charged fees, by using our mobile app, Teller Net or Teller Phone, which are both accessible 24 hours per day and 7 days a week. Using these services will enable you to make transfers as needed to cover your debits. We are very sympathetic to your circumstances, but no further fees will be reversed.
  

  Customer response

  12/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  It seems that we have come to an impasse.  Again there was money in my account in your bank.  Again your math is questionable.  This bank is all about fee, rather than doing the correct thing.  If the money is there, it’s there.  All other banks pull from accounts, this bank wants to put you more into debt by asking that you open up a line of credit.  Maybe it’s time for me to rethink our business arraignment.  I’m not here to make this bank money.  I’ve been with this bank for a long time, but it seems they like getting paid.
  

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

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with PHILADELPHIA FEDERAL. They did not provide me with the original application like I asked.

  Business response

  10/05/2022

  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. 
  The following response is being sent to you from Mrs. Joan S*******, VP of Collections/Loss Prevention:
  Dear *** *******,
  
  I am in receipt of your complaint letter from the BBB (Better Business Bureau) requesting the removal of the auto loan (*****) that was charged off 6/13/2019 in the amount of $10,038.34 from your credit report. I left you a voicemail on October 5, 2022. Our research found that there aren’t any notes on the account indicating you called and requested loan documents. Also, we did not receive a Direct Dispute letter from you requesting loan documents. If we had, we would have responded with a letter stating to send us an updated copy of your driver’s license or identification. The address and email on the account does not match the complaint letter and the ID on the account is expired. Once received, we can mail you copies of the loan documents. The original documents are not saved as everything is scanned, shredded and saved electronically. Lastly, we have collection notes on the account from 8/9/2018 stating we spoke with you, and you told us the car was in the shop from a repair you had done in May 2018. So please contact me if you would like to settle this debt.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a **** ** **** game from ****** on the 19th of September. ****** placed a hold on my bank account for 71.50. I canceled that order, I was told by ****** and it reads on my bank account that the hold would be released today , the 26th. Meaning at 8am today, the 26th, my cash should have come back to my account. It did not causing a overdraft in my account. I called and was told that it release tonight. This has never happened as I've been with this bank many years. It release on the date, not the date and a time. I don't understand. That hold should have released and my account should not be in the negative

  Business response

  09/27/2022

  ************** request to have a $28.00 fee reversed was taken care of today by Dawnmarie M**************, our contact center manager.

  We hope that ************** finds this a satisfactory resolution to his complaint request and we thank him for bringing it to our attention. 

  Customer response

  09/28/2022

  [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

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received two overdraft fees within a two day time frame first instance I thought I had more in my checking account but I had money in my savings which they did not take to cover the amount I went over second time two days later I thought I transferred money and I didnt hit submit so it didnt cover my auto pay I still had money in my savings , I transferred money both times to cover the overdrafts fees which were 28$ a piece , I called the day of the second overdraft fee to inquire about PFCU having some sort of overdraft protection because at this point its ridiculous with the fees I almost never overdraw my account the lady was rude and stated to me that I should apply for a line of credit so that my overdrafts are covered when I go over but I had to apply for it and its subject to credit approval I told her my credit isnt to great she suggested I apply but if I do and I get approved I would have to pay interest which is ridiculous , why would I want my credit ran and pay interest just to protect against overdrafts , when my other credit union PFFCU gives their memeber free overdraft protection and also pulls money from my other funded accounts in the instance of a overdraft , Im closing all my PFFCU accounts asap except my savings and thats only because I have to , when I opened this account almost 12years ago I should of been told about any overdraft protection or personal line of credit to cover overdrafts it shouldnt of took me getting a overdraft and inquiring about the service for me to find out , I will never do business with this bank again ,

  Business response

  08/23/2022

  BBB Complaint #********
  
  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.
  
  We have reviewed your account and it appears that transactions are being debited from your checking account and there aren’t a sufficient amount of funds in the account to cover the debits which is causing overdraft fees to incur on your account. We did not overdraft to your Higher-Yield Savings share as it earns dividends and it is not intended to be a transactional account.
  
  The Philadelphia Federal Credit Union does offer Overdraft Protection to our members as well as the ability to opt-out at any time if you feel this service is not something you wish to continue on your account.  Also there are products available such as a line of credit that we offer and could assist with paying debits on your checking account should the funds not be available at the time of presentment. 
  
  If you would like more information about our overdraft protection, line of credit, or have questions on how they work with your checking account please feel free to contact us at any time. 
  
  As a one-time courtesy, we have reversed 2 fees totaling $56.00 to your account. To avoid any further fees in your checking account, please ensure, going forward, that there are sufficient funds to pay the items initiated by either ****** or other merchants before they debit your checking account. 
  
  We hope you find this information useful and look forward to serving all of your financial needs in the future. 
  

• Initial Complaint

  08/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am the primary homeowner at *****************************, Philadelphia, PA *******. I currently have a mortgage that is being services by:-Philadelphia Federal Credit Union:  PO Box *****, Ewing, NJ ***** I currently have a dispute with PFCU regarding an improper distribution from my escrow account. On October 13, 2021 PFCU distributed the following check from my escrow account: - ****** ************ ****** ******* *** - Amount: $1,616.32 This check was sent in error as my insurance policy was not with that company. Due to lack of payment my insurance policy was cancelled requiring me to obtain another homeowners insurance policy. Another payment was then issued to the new insurance policy on February 2, 2022. Due to PFCU’s error my homeowners insurance increased by $167.15 which I am now required to pay. The issue I am having is that PFCU has not reimbursed my escrow account for the $1,616.32 that was sent in error. I have called PFCU customer service every month regarding this issue and even though I was told that the dispute resolution would be rectified by 7/13/22 this has not been done. Due to the improper payment my escrow account is currently showing a negative balance in the amount of -$376.38. I am writing this letter because I have been dealing with this issue for almost a year without any resolution from the PFCU. I have contacted the PFCU multiple times and the company continues to tell me just tell me to call back month after month never resolving my issue. I ask for any assistance that you can provide in resolving this issue. Thank you *******************************

  Business response

  08/15/2022

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

  The Supervisory Committee is in the process of investigating this complaint and we will contact you as soon as possible. Thank you.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07/11/2022 I made a check deposit of $500 of which $225 was immediately available. The balance of the check was scheduled to be a available on 07/13/2022. It was not available on 07/13/2022 so I contacted the bank only to be told that its been placed on an extended hold.

  Business response

  07/21/2022

  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.
  
  Your complaint letter was in reference to an extended check hold on a deposit you made at a PFCU ATM. The first $225.00 was made available immediately and $200.00 of it was withdrawn by you on the same day. The Loss Prevention software that we have in place alerted us of a behavior out of the ordinary on your account since you normally do not make ATM deposits. Also, upon review of the check, we noticed the address on the check did not match the address on your account. Currently, your account has a bad address warning. Due to these reasons, an extended 10 business day hold was placed on your check from the effective date of the transaction on July 11, 2022 and then released on July 20, 2022.
  
  PFCU may delay the ability to withdraw funds deposited by check into a member’s account an additional number of days per PFCU Check Hold Policy, if we believe a check you deposited may not be paid. These safeguards are in place to protect your account and our assets.
  
  As a one-time courtesy, a $28.00 NSF fee was reversed. We apologize for any confusion as to when your funds were available and hope that it didn’t inconvenience you in any way.  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/27/2022I noticed a -400 dollar balance in my account. Included were two 28 dollar overdraft fees. I followed their ledger and I came up with -356. I understand somewhat, and then I don’t. Inflation is running wild, gas is terrible, and I’m barely holding on. These fees are more of a burden. They make a bad situation-worse. How do you move ahead? I know-keep required cash in account, but sometimes things are missed or can’t be stopped. I’ve been with this bank for a long time.

  I am filing a complaint about bank fees. I feel that they are excessive, and burdensome. I understand that the bank has to make money, and fees are a money maker. But they make a situation that’s already worse , a lot worse. In this world, things happened. Banks charged fees for each item that comes through when the account is already negative. I believe this is the piling on effect. You can actually before you know it, be hundred of dollars in the red because of these fees. It was a weekend , and as a disable vet on disability I was expected my check to deposit money, it deposit a day later. Also that morning, the bank was made whole. I just don’t thinks it right especially when I’ve been a loyal customer for many years.

  Business response

  07/01/2022

  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 $56.00 in Overdraft Fee have been reversed.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently switched employers and have not yet started receiving direct deposit. I currently have to manually deposit checks at the branch on *****************. However, i have auto deductions set up to save a portion of my check for long term savings. Yesterday (6/13/22) i was overdrafted and charged 28$ because of a pre scheduled deduction and I was able to have it removed because the full amount of the check would have covered the balance. Today (6/14) i was overdrafted four more times totaling 112$ in fees (deductions totaled 20$) and when i called back to disputed the charge they said they couldnt do anything about it. because of the delay in clearing the full amount of my check i have been charged for attempting to save money. in this time of financial stress for everyone i believe this is an unfair practice and I would like to have my fees refunded.

  Business response

  07/01/2022

  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 $112.00 were reversed on June 21, 2022. *** ***** was contacted and a message was left on his voicemail.
  
  Please note, that until *** *****’s Direct Deposit is in place, standard holds may be applied to ATM check deposits and the entire amount of the deposit may not be immediately available.  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am looking to file a complaint against the Philadelphia Credit Union. I went into the bank and notified them that their account holder had passed away. Provided them with an original death certificate and short certificate identifying myself as the executor of the estate. To date I have made 5 calls to the bank asking them for an update and each time. I was advised that they were still working on it. Every call, I am advised of the same thing... Someone will call me but they don't. I think they are not acting in good faith and attempting to secure all the remaining assets. They keep saying they are waiting on documents. But when I ask from who. They say it's internal and there is nothing I can do. I am frustrated with their lack of professionalism.

  Business response

  06/14/2022

  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.
  
  We spoke to our Account Services department and they advised that the funds are available and can be disbursed to both of the beneficiaries listed on the account. An Account Services representative will be in touch with you to go over the process. We apologize for any frustration that this may have caused you.
  
  Please accept our sincere condolences on your loss.
  

• Initial Complaint

  06/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My issue is with the Philadelphia Credit Union on ****************************** Philadelphia Pa**********. I had an appointment for 10:45am on 6/4/22 to get a new debit card I was check in and told to sit on the couch multiple people have been checked in after me and have gotten their debit cards upfront I asked what was the difference and the lady at the front desk got very ignorant and disrespectful I asked for her name and she covered her if badge, I asked to speak to a supervisor and a bank teller by the name (*******) got very ignorant with me and told me that she wasn't helping me told me called me out of my name and than got security to make me leave. This display of ignorance is unacceptable I wont be banking there ever again

  Business response

  06/13/2022

  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.
              
  *** ****** was checked in for her appointment time and asked to wait. The front reception employee was unaware that *** ******’s appointment was only to have a card reissued but her account did also require management review. The employee noted in the complaint, Desiree, apologized for the mix up and did let a supervisor know she wanted to speak with him. *** ****** began acting in an inappropriate, abusive and threatening manner toward the employee assigned to the front reception desk due to her extended wait. Security was not on premise on the day in question and did not make her leave. *** ****** left the branch on her own.

  Customer response

  06/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:This entire statement made by The Philadelphia Federal Credit Union is 100% false, on top of the card ******* gave me she never activated but told me she did! The actions displayed by this bank is disgusting as well as disgraceful.
  
  Regards,
  
  ******* ******
  

  Business response

  06/14/2022

  This investigation is being considered closed. A letter was sent to **************** in reference to this complaint. Thank you.

*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. ↩