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

  1101 Grade Ln Louisville, KY 40213-2673

Review Details

• Review fromTehya E

  Date: 04/06/2023

  3 stars

  Tehya E

  Date: 04/06/2023

  Recently got of a call with a member service representative just for her to ignore my request and do what she please. Very frustrating to the point I felt that it was a waste time to call and receive help about my account. Will be pulling out my money today!

  PenFed Credit Union

  Date: 04/07/2023

  We are committed to providing superior service to our members in every interaction. We regret the service you received during your recent call to us was not reflective of this commitment. Our communication with you should always be professional and instill confidence. We hope you reconsider moving your funds, and you allow us the opportunity to restore your confidence in our ability to meet your financial needs.

• Review fromVend O

  Date: 03/27/2023

  1 star

  Vend O

  Date: 03/27/2023

  They hide their phone number on the website, and let you request a phone call back ... over an hour from the time you need it. They also requested the same paperwork over and over again for 2 different car loans. Highly unorganized. External account linking from their website uses a third party, and doesn't even work. Webpages have internal frames, that require scrolling, but the user interface doesn't show the (1) internal frame with a border, or (2) have an elevator bar to indicate there is more content ... so unless you scroll INSIDE the invisible frame, you will never see the "Next" button. Very amateurish web design.

  PenFed Credit Union

  Date: 03/28/2023

  Hi Allen, we're sorry to hear of your dissatisfaction. We are more than happy to take your call, and have representatives available to do so seven days per week. Our Member Services phone number is ************. We also offer an online chat function at home.penfed.org/help/s/contact-us if you'd rather communicate that way. We regret the trouble you've had online as well, and encourage you to call us should you encounter further issues. Our goal is to provide our members with services that are easy to use and efficient, and we're sorry that has not been your experience. We appreciate you taking the time to share your feedback.

• Review fromDon O

  Date: 03/17/2023

  3 stars

  Don O

  Date: 03/17/2023

  PenFed merged with my bank of which I have been a member for 55 years. Right after the merger, I would make mobile deposits and funds were immediately available. Then after my wife’s PenFed debit card was hacked, my deposits aren’t available for 5-6 days. This caused me to overdraw on several occasions. I call and am told that there is a 5 days hold on everyone’s mobile deposits. I have friends and family who bank at PenFed and their deposits aren’t taking 5 days. I have been told by PenFed reps to reinstall mobile app, that there is a hold on my account but it will eventually be lifted, I am told something different every time I call. Very disappointed. If it weren’t such a hassle, I would change banks.

  PenFed Credit Union

  Date: 03/17/2023

  Hi Don, thank you for sharing your feedback. As a longstanding member, your perspective is particularly helpful, and we appreciate hearing from you. We strive to provide clear, consistent communication in every interaction, and we are sorry to hear this was not demonstrated to you. The security of our members' accounts is our top priority, and we frequently make necessary adjustments to maintain it. We regret any inconvenience these precautions may cause. We hope you will allow us the opportunity to earn back your trust as a valued PenFed member.

• Review fromDavid P

  Date: 03/17/2023

  1 star

  David P

  Date: 03/17/2023

  PenFed is pathetic. Their help function is a joke and their customer service personal are either of very low intelligence or very low competence, or both. They have never been able to offer workable solutions and hide behind, "It's policy" or some such. Their online accounts choices lead to utilities that either do not function, do something other than what the title suggests or just gets stuck in a loop. My credit card application, which I never really completed and halted, was processed anyway and I was sent a card. OK, maybe not so bad. But for the last week that card final approval has been stuck in a loop: I'm told it needs attention and is not fully approved, I "continue the process and I get a "You're Approved" panel. Then the process repeats and the same thing has looped at least half dozen times. PFCU's website programmers are either children or, again, totally incompetent. As far as I can tell, their ac dual money handling is adequate, but the personal support and human interfaces for their online banking, which they tout so highly, just sucks.

  PenFed Credit Union

  Date: 03/17/2023

  Hi David, we're sorry to hear of your negative experience. We strive to provide service excellence in every interaction, and regret you feel this has not been demonstrated to you. We encourage you to work with Member Services regarding your application. A representative can address any issues online you are experiencing and help complete the process.

• Review fromTalcott L.

  Date: 03/10/2023

  1 star

  Talcott L.

  Date: 03/10/2023

  Yesterday I needed to transfer $25,000 from my Premier Savings Account at PenFed Credit Union to my local bank. When I opened the transfer window, it told me the maximum allowed transfer was $10,000. I then went to the FAQ page for this savings account which clearly stated:
  What is the maximum amount I can transfer?
  There is an incoming transfer limit of $50,000 per day for transfers you initiate at PenFed. For outgoing transfers, there is a limit of $25,000 per day for transfers you initiate at PenFed.
  I called PenFed and was told: "The $25,000 limit applies to some customers, but not all! They refused to budge from that position.
  I plan to close all my accounts with PenFed.

  PenFed Credit Union

  Date: 03/14/2023

  Hi there, we're sorry to hear of your negative experience and appreciate you taking the time to share your feedback. Transfer limits may vary based on multiple factors, so we advise you refer to the limit listed when you initiate a transfer online, which is specific to your membership and accounts. This will reflect after you've selected the accounts you'd like to transfer to and from. We're sorry to hear you are considering ending your relationship with PenFed, but we hope we can earn back your trust and confidence should you allow us that opportunity.

  Talcott L.

  Date: 03/15/2023

  But your Q&A sections states maximum transfer is $25,000. Why do you not honor your own statements?

• Review fromShaquita .

  Date: 03/09/2023

  1 star

  Shaquita .

  Date: 03/09/2023

  This company is so unprofessional i wish 0 starts was on here. They somehow have your number to contact you every day, all day even text you , but yet they don't make phone calls when they need important information from you.. I sent them my car insurance information ,but yet no one is doing their job correctly. Or they don't put ur information, and because I checked them about how unfair I im being treated and i wrote a bad review about this company already, so they are doing whatever to get more money from me. this company is not a company to invest your hard working money into. they only care about getting you to refinance with them. After that, they take full advantage. I gave them my information for my car insurance , but they couldn't wait to put 5000.00 more dollars onto my car payments with their car insurance without contactinging me and communicating what was happening. This company is not professional they don't care about the customers who are paying for them to be and business. When you get a letter or call run, don't waste your time or money dealing with this company who only see money they don't see you as an asset to helping them.

  PenFed Credit Union

  Date: 03/10/2023

  Hi Shaquita, we're so sorry to hear of your negative experience, and we regret any lapse in communication regarding your auto loan. Once you've submitted proof of insurance and it is approved, the insurance added to your loan can be removed and your payments returned back to normal. We encourage you to work with Member Services at ************ to help resolve the issue. Member feedback such as yours helps us to identify areas of improvement, and we appreciate you taking the time to share your experience.

• Review fromLarry H

  Date: 03/03/2023

  1 star

  Larry H

  Date: 03/03/2023

  PFCU recently came out with a new format for viewing your accounts. Not pulling any punches, it sucks. Under old format it was easy to navigate. For instance if you wanted to pay bills all you had to do was to click pay bills on the home page. New format requires you to click "more actions" under the checking account, then click pay bills. I had to do a lot of searching just to find that ability. Another problem I had was printing transactions. Old format all you had to do was click "print". Under new format I could not find that capability. I had to use print capability under Chrome or Safari and when I did that it overprinted transactions.
  There's an old adage of "If it ain't broke, don't fix it." PFCU would do well to heed that advice.

  PenFed Credit Union

  Date: 03/07/2023

  Hi Larry, we're so sorry to hear of your disappointment with our recent updates to the PenFed Online experience. We strive to provide an online platform that is easy to use and efficient, and regret you feel this is no longer the case. We appreciate you taking the time to share your feedback. Thank you for being a valued PenFed member.

• Review fromDavid O.

  Date: 03/02/2023

  1 star

  David O.

  Date: 03/02/2023

  I called to help my elderly mom apply for a credit card since the credit card application website has been down for several weeks. My mom has been a member for almost 50 years. They ran an identity check with the social security administration and it said the identification can't be verified and I need to contact the Social Security Administration. I contacted them and they confirmed my mom's information is correct in their system and it matched the information on the credit card application. My mom just received her 1099 from social security and the information matches the credit card application. I called Penfed back and they could not find the application. After 3 phone calls and a new application they were able to find the original application and both applications got the same result. Penfed said there is nothing they can do since they can't verify her identification, despite her being a member for almost 50 years without any of her identifying information changing. They told me there was no way possible to get a a credit card for her despite her having checking, savings and mortgages at Penfed over the years. last month my mom opened up a new account due to my dad's death and there was no issue with her identification then. It's obvious there is an error in the system but Penfed told us there is nothing they can do despite being a member for almost 50 years. they suggeted we get a credit card at another bank.

  PenFed Credit Union

  Date: 03/07/2023

  Hi David, we're so sorry to hear of the trouble. We appreciate you taking the time to share your experience, and we encourage you to continue working with Member Services to resolve this issue. Feedback such as yours helps us to identify areas of improvement for the future.

  David O.

  Date: 03/15/2023

  I have made over 10 calls to member services and underwriting to try and resolve this issue. They said there is nothing that PENFED can do to resolve this. One member service rep said "it defies all logic" but there is nothing that can be done. After being a member for almost 50 years, PENFED is not willing to look into why the system is failing to verify the identification. It was recommended that I try another bank or credit union. I cant understand how PENFED allows my mom to have other accounts and submits tax documents to the IRS that contain the information that they claim they can't verify on the credit card application. I have never experienced such poor customer service from a credit union or bank.

• Review fromTony D

  Date: 03/01/2023

  1 star

  Tony D

  Date: 03/01/2023

  I have a penfed mortgage, and the check payment that used to be received and processed within 4 or 5 days from the date it was issued by my bank (via online banking, so there is a reliable record) has now been taking 15 to 20 days to be reveived and processed. This seems very suspicious because the US Mail has not changed and now I am suddenly being charged late fees. Os it possible to compel PEN FED to disclose their check receipt and processing records? Is this happeining to others as a new "dirty lending" practice?

  PenFed Credit Union

  Date: 03/07/2023

  Hi there, we're so sorry to hear of the delays in processing your mortgage payments recently. We can assure you timely servicing of our members' mortgage accounts is a top priority for us, and we regret we've let you down. We encourage you to work with our Mortgage Servicing team at ************ to help resolve the issue.

• Review fromMichele W

  Date: 02/22/2023

  1 star

  Michele W

  Date: 02/22/2023

  I have been looking for investment accounts, so I THOUGHT I signed up and opened an account. Well, PenFed needed 3 items...Ok I uploaded them. A call to them revealed they only accept color copies to verify myself. Did that. Now with a few calls already made to them, I was told another obstacle, the Fraud Division. Then wait days to confirm the existence of my outside account by PenFed making micro deposits and withdrawals. My bank confirmed that happened, so I call again. The male tells me Fraud has again stopped the process. Male asked if I had the reference numbers for the uploaded docs—why would I need them?. He tells me he can't find them, so he can't finalize the account (which the woman before him said I do have an open account but not funded!) HE can't find the uploads attached to this open account, so I must upload my legal documents AGAIN —BECAUSE IIII don't have the uploaded reference numbers! No explanations for the fraud alerts, as I'm not asking for a loan or applying for a credit card—I want to give them funds to open a simple as a pimple CD!! Since I have read enough negative reviews and experienced lies, incompetence, and much frustration myself, I will not give this entity a penny!! Not a positive beginning or feedback for one who is trying to become more computer literate. AND I just hope they will not use my information to allow a scam to happen.

  PenFed Credit Union

  Date: 02/23/2023

  Hi Michele, we're sorry to hear you've had a negative experience, and that it caused you to reconsider your relationship with PenFed. Account security is a top priority for us, which in some cases requires document or transaction verification. We regret any lapses in communication you may have experienced during this process. We appreciate you taking the time to share your feedback.