Reviews

This profile includes reviews for PenFed Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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PenFed Credit Union has 23 locations, listed below.

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  PenFed Credit Union

  McLean, VA 22102-3381

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  PenFed Credit Union

  1001 N Fairfax St Alexandria, VA 22314-1797

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  PenFed Credit Union

  PO Box 320307 Alexandria, VA 22320-4307

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  PenFed Credit Union

  PO Box 456 Alexandria, VA 22313-0456

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  PenFed Credit Union

  120 Windsor Center Dr East Windsor, NJ 08520-1407

Review Details

• Review fromBalewa H

  Date: 07/11/2023

  1 star
  I think that there racist and very much unprofessional and should not be in business they don’t have any respect for customers don’t call me by my first name and put me on hold for 15 min and again and still did not give me the info I called about so in that case I will not pay you people any more money and I’ll let you Look for me u piece of shit Craig L******* and mictchell c******* for playing games this is not over.

• Review fromGustavo C.

  Date: 07/05/2023

  1 star
  I have an 800+ credit score and a very high income level. I was approved for an auto loan, and after two weeks of not receiving the check, I called them to find out that they canceled the check without telling me. The website shows no issues with the loan and I never received an email or letter telling me that my loan was canceled after being approved. I now have a car in my possession that I am scrambling to get a loan for at the last second. I was told my loan was canceled because they couldn't get in touch with my dealer. He assures me (and I believe him) that they never called him. This is really an abysmal company to work with. If someone with high credit and high income can't fly through their process, I don't know who can.

  PenFed Credit Union

  Date: 07/06/2023

  Hi there, we're so sorry to hear of the trouble. Our communication with you should always be clear and consistent, and we regret this was not your experience. We encourage you to continue working with Member Services to resolve the issue. Thank you for taking the time to share your feedback.

• Review fromMushin R.

  Date: 06/26/2023

  1 star
  PenFed Credit Union Mortgage Customer Service is the worst experience of my entire lifetime. The incompetency and lack of care for addressing a loan assumption as my father's estate's personal representative and executor for the past five years have been a continuous nightmare and health problem as a 100% Permanent Service-Connected Disabled American Veteran. I would never recommend PenFed Credit Union to anyone breathing life. As the largest credit union for federal employees and veterans their customer service is horrendous and amounts to institutional bureaucratic ********. For the record, ******** is not swearing and is a part of the American lexicon today. I am sick and tired of the wealthy getting away with murder while the poor and disabled are treated like criminals in silos of SOPs that never produce customer satisfaction. I pledged my life for America to have justice as a society and PenFed is a stone in my shoe causing significant pain and suffering they need to be responsible and accountable for this FIVE-YEAR BREAKDOWN ASAP. How does anyone file a complaint directly with the executives of this credit union????

  PenFed Credit Union

  Date: 06/27/2023

  Hi there, we're so sorry to hear about your negative experience during the mortgage application process. We understand the stress than can accompany buying a home, and our goal is to make this process as seamless as possible for our members. We regret this commitment was not demonstrated to you. We are very proud to serve our nation’s
  defenders, and realize you are at the very core of membership. We appreciate you taking the time to share your feedback so we can make improvements for the future.

  Mushin R.

  Date: 06/27/2023

  Does PenFed have a response?

• Review fromInda D.

  Date: 06/19/2023

  1 star
  PenFed is the WORST lender to work with when buying a home. Their low rates are 100% not worth it. They say they specialize in VA loans yet have no idea what Tidewater is. They have a portal to upload all documents, yet they apparently can’t see them so you have to send them directly and confirm several times. No one ever answers the phone. The manager is unwilling to talk to you. They will continue to delay closing because their processing team has 0 urgency to get your documents in order. They take 0 responsibility for their negligence. It’s a complete mess & they truly don’t care about their customers. Had I known, I would have taken a higher rate from another lender.

• Review fromMike J

  Date: 06/17/2023

  1 star
  PenFed mails to me a paper offer for VISA card "pre-pproved." BUT their offer is not really "pre-approved", pre-approved offers do not run credit checks. I NEVER apply for cards unless they are "pre-approved" because. otherwise, running credit checks crashes your credit score, which will cost you.
  I keep my credit score around 800, not too easy to do, So PenFed runs a credit check anyway, which of course crashes my credit score by 46 points! This means any loans borrowing I do now is at HIGHER rates! Since this scam I have only received loan offers I can't afford. Because of this sick scam by PenFed profits crazed corporation.

  PenFed Credit Union

  Date: 06/19/2023

  Hi Mike, we're sorry to hear you were dissatisfied with your credit card application experience. We strive to provide best-in-class service in all our interactions and regret this was not demonstrated to you. We tentatively approve applicants based on a soft credit inquiry. We're sorry if this process was at all unclear for you. We hope this information is helpful, and we encourage you to contact our Member Service team at ************ for further discussion. We appreciate you taking the time to share your feedback.

• Review fromJessica J

  Date: 06/17/2023

  1 star
  My husband and I got a credit card for 9000. Opened an account with 21,000 to be able to use for a loan. After 30 days, we went to get a loan, we could not put my name on the loan, because I was not a member, but it shows we both are members on our savings account. We finally got the loan, but in my husband's name. We have used the credit card, tried to pay off using our Wells Fargo account and penfed stopped the approval of our outside account. We pay all our cards off before the due date and penfed told us to use our penfed savings account. We didn't want to use that money. Our credit dropped, showing a balance, that we had paid off. 2 months later they put a hold on our credit card, have not updated our credit history. As soon as our loan is paid off, I will definitely pulling my money out of my savings. Even at the branch, the staff acts like we are the problem....no one cares and tells us, they can't fix anything.

  PenFed Credit Union

  Date: 06/19/2023

  Hi Jessica. Thank you for sharing your experience with PenFed. We're sorry to hear your loan request did not go smoothly. We hope you'll reach out to our Member Service team at ************. We'd like to discuss your situation in greater detail, and resolve your remaining concerns to the best of our ability.

• Review fromWill j

  Date: 06/15/2023

  1 star
  The PenFED IT Staff are awful. There continue to be IT issues and an inability to access your account. If you lock your account online, you cannot unlock your card or account on the mobile app; therefore, you have absolutely no access to your account.
  
  The online account continues to lock your account, and you only have mobile access.
  
  No representatives will help you. The entire IT team is incompetent and should be replaced. There should not be a single point of failure that leaves customers helpless and unable to access their accounts.
  
  This happened while I was traveling, and I had no access to my account for the entire weekend because they were not open, nor did they have representatives to assist.

• Review fromMelissa B.

  Date: 06/12/2023

  1 star
  This is by far the worse banking institution I have ever dealt with. I highly recommend you stay away from this bank if you value your money. I have been helping my dad pay his bills for years now and this is the only institution I have a problem with. Up until a few months ago when they updated their system I didn't have a problem now I am unable to pay it because I am not him. Their system now requires you to call from the number you set the account up with. Unfortunately, we no longer have access to that number. You also can not set the account up on line for the same reason. My father is elderly and has cancer. I have tried to explain that he has difficulty speaking due to his cancer. I'm literally JUST trying to pay the bill NOT take money from his account. However, if I wanted to charge on his credit card, I could do so with the greatest of ease. So it's definitely not about the security of their customers. It's about making it as difficult as possible so they can charge late fees and such. They will not change the phone number on file without utility bills in my dad's name, which he does not have. I am at a loss with this situation and they are not helpful in solving the issue.

• Review fromChristopher A.

  Date: 06/12/2023

  1 star
  I applied for a PenFed credit card on 06-08-2023, the soft pull said I was approved for 3500 credit card. When I finished the application, for the hard pull it toll me it was under review. I called on 06-09-2023 and was told a senior manager, was reviewing my application and would call me back. They didn’t call me back, I called back again on 06-12-2023 and was told my application was denied. They wouldn’t give me the reason, for the denial. They hung up on me 2 times when I asked to speak to a manager, I don’t see how they can approve you on soft pull but not on a hard pull. How is this legal, to mess up someone’s credit.

  PenFed Credit Union

  Date: 06/13/2023

  Hi Christopher, we're sorry to hear you were dissatisfied with your credit card application experience. We strive to provide best-in-class service in all our interactions and regret this was not demonstrated to you. When we tentatively approve applicants based on a soft credit inquiry, we cannot guarantee they will be approved once the application is officially submitted. We're sorry if this process was at all unclear for you. We also provide an adverse action notice when an application is turned down, which provides your credit score along with factors that may have contributed to our decision. If you did not receive this for any reason, you can request it by calling us at ************. We hope this information is helpful, and we appreciate you taking the time to share your feedback.

• Review fromAnthony C

  Date: 06/10/2023

  1 star
  I was moving everything over from one bank to this credit union. However as I am making the transitions, I applied for a New Car Loan, once approved I started looking for a car and found one, however by the time PenFed processed the check for the loan (10 days waiting in the mail) the dealership sold the car. Then two months later, I decided to purchase a used car, of course the new car loan couldn't be used, so I had to apply for a used car loan, this time I already had the car picked out, I was approved for the loan within minutes, (started on 6/6/2023, two days later they asked for my income letters again, sent within an hour. the next day I was still waiting on the check to be sent, I called and spoke to a representative, (extremely nice) however she informed me that the loan processor is busy so she did't want to bother them, she told me to give another 24 hours. Well 48 hours later (today which is 6/10/2023), the dealer isn't waiting any longer with no progress on the check, the dealer sold the vehicle. By the way, PenFed will only send a check by normal mail to you. Needless to say, I lost this vehicle. I have closed my accounts and staying with my original bank.

  PenFed Credit Union

  Date: 06/12/2023

  Hi Anthony, we're so sorry to hear of the delays you experienced in the loan application process. We understand the importance of efficiency when purchasing a vehicle, and we regret we were unable to finalize your loan in time. We appreciate you sharing your feedback so we're able to make improvements for the future.