PenFed lost your January payment

[NRB525]

Looked at my PenFed Promise CC statement from Feb 6 2021, and is shows I'm past due, no payment was credited during this statement period. As I logged in, the splash screen goes to a "manage your payment" screen, and the actual payment screen is completely new now.

I had scheduled a $750 payment for January 29 using the old payment screen method, a month ago.

Called PenFed and the CSR recognized the problem, that when they introduced the new payment screen, ALL of the existing January ACH arranged payments were lost. Gone. Poof. Skipped.

So the CSR offered to make the payment now, and effectively back date it to January 29, make a note on the account, to prevent any late fees. The payment is now in process for the intended $750, and should be OK for this statement. 

PSA you may want to check your PenFed payments to ensure they have been made, or step in to complete them if not made.

[SouthJamaica]

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@NRB525 wrote:

Looked at my PenFed Promise CC statement from Feb 6 2021, and is shows I'm past due, no payment was credited during this statement period. As I logged in, the splash screen goes to a "manage your payment" screen, and the actual payment screen is completely new now.

I had scheduled a $750 payment for January 29 using the old payment screen method, a month ago.

Called PenFed and the CSR recognized the problem, that when they introduced the new payment screen, ALL of the existing January ACH arranged payments were lost. Gone. Poof. Skipped.

So the CSR offered to make the payment now, and effectively back date it to January 29, make a note on the account, to prevent any late fees. The payment is now in process for the intended $750, and should be OK for this statement. 

PSA you may want to check your PenFed payments to ensure they have been made, or step in to complete them if not made.

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Wow.

[FinStar]

Thanks for the PSA @NRB525.  I always double check after a payment is made (whichever method used) because systems be funky sometimes - PenFed or any others.  

I honestly liked their previous feature a lot better on being able to execute internal transfers between accounts, especially from checking to CCs.  Haven't tested this new method yet, but I can only wonder how many others were impacted during this transition.

Glad to hear they were able to get it sorted out for you.

[AverageJoesCredit]

Penfed did not lose my payment.  if anything they stole it from me.....jk

[NRB525]

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@AverageJoesCredit wrote:

Penfed did not lose my payment.  if anything they stole it from me.....jk

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I imagine those who initiated a payment during January after the screen switch are just fine.

Those like myself who initiated using the old method, scheduled for after the go live of the new method, are those impacted.

[Anonymous]

Good catch and way to go on checking your statement. Good on Penfed for making it right too.

Stories like this are exactly why I've always been reluctant to schedule a payment more than a day or two in advance. Same goes for autopay.  A boomer like me is just more comfortable circling the date on calendar to make a payment. lol

I've lined up all my CCs so that they are due on the same day of the month.

[Credit12Fico]

Good grief.....

[Loquat]

@NRB525 Thanks for sharing.  I really like PenFed but their IT leaves a lot to be desired.  The old system worked but it seemed clunky.  Their mobile app has gotten a little better but it still feels behind the times as well.  I signed up for their new auto pay feature but I don't have much faith in it as of yet...and this is another remind to go in and check all payments even after scheduled.

Sorry this happened to you but happy to hear that the CSR did try to right the wrong. 

[NRB525]

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@Loquat wrote:

@NRB525 Thanks for sharing.  I really like PenFed but their IT leaves a lot to be desired.  The old system worked but it seemed clunky.  Their mobile app has gotten a little better but it still feels behind the times as well.  I signed up for their new auto pay feature but I don't have much faith in it as of yet...and this is another remind to go in and check all payments even after scheduled.

Sorry this happened to you but happy to hear that the CSR did try to right the wrong. 

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PenFed has an app?

I've tried PenFed autopay in the past, but the method I used to set it up wanted to take the same amount every month regardless if a balance remained, potentially driving the card to a large prepaid balance. So I schedule the payment after reviewing the statement each month, for one payment a few weeks out. I know others have figured out how to use autopay at PenFed, I am not one of them.

PenFed has an app?

[Anonymous]

Yes @NRB525 PenFed does have a mobile app!