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

  PO Box 1432 Alexandria, VA 22313-1432

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  PenFed Credit Union

  120 Windsor Center Dr East Windsor, NJ 08520-1407

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  PenFed Credit Union

  701 W Central Texas Expy Harker Heights, TX 76548-1618

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  PenFed Credit Union

  1010 N Church Ave Mulberry, FL 33860-2040

Review Details

• Review fromDenisse A

  Date: 01/11/2023

  1 star

  Denisse A

  Date: 01/11/2023

  Horrible customer service, they truly sound and act as they can care less about their customers . Also, be alert about making transfer within the same bank and your own ACCOUNTS not 3rd party or just making a mobile deposit. They will hold you money for dayS at a time. So ridiculous.

  PenFed Credit Union

  Date: 01/12/2023

  We regret your experience with us has not been more positive. Service excellence is a top priority of ours, and we are sorry to hear our commitment to providing it has not been demonstrated to you. We appreciate you taking the time to share your feedback, as it highlights areas in which we can improve. We hope you will allow us the opportunity to earn back your trust as a valued member.

• Review fromLaura Z

  Date: 01/04/2023

  1 star

  Laura Z

  Date: 01/04/2023

  This credit union had the best customer service and acted like they cared from 2013 until 2017. Now when you call they act like they don’t care. They sound like **** ** ******* employees. Rude 110% if I could add no stars I would. This credit union stopped paying their CU co-op fees and now I have to drive a minimum of 1 hour outside of traffic to do a cash deposit. What poor planning and treatment of the people that give you your borrowing power!! How are we supposed to bank efficiently like this. Thank goodness we didn’t take out our mortgage with them!!

  PenFed Credit Union

  Date: 01/04/2023

  We are disappointed to hear of the difficulty locating an ATM for your deposits, and that the quality of service you received from us did not meet our standards. We strive to provide excellent service each time you contact us and regret this was not demonstrated to you. Member feedback such as yours helps us to identify areas we can improve, and we thank you for taking the time to share your experience.

• Review fromStephen H.

  Date: 12/24/2022

  1 star

  Stephen H.

  Date: 12/24/2022

  I banked with Navy Federal Credit Union for 10+ years before changing to PenFed and for those 10+ years I deployed a lot overseas and had my fair share of issues with NFCU flagging things as fraud and they were always great at resolving it. I was with PenFed for just 5 months, had deployed overseas and my debit card was fraudulently used. They cancelled it, sent a new one and I never got it. My wife later got a letter from PenFed for me stating that there was no fraud…when clearly there were charges on it, or at the very least attempted charges, that I did not make. The only physical card I had left after that was with another bank and the first time I transferred a large amount of money to it, PenFed blocked my account access. I called them, explained the situation that I had still had not received my debit card, that I was active duty military deployed overseas and needed to make another transfer and asked them to place a note on my account about it. The moment I made that second transfer, they not only blocked my account access…but made it a permanent block. Their fraud dept said they “couldn’t discuss it with member” and the only advise they would give is to close the account, have the money in it mailed to the address on record and go to another bank. Quite literally the worst possible way to handle what they consider fraud, especially when I had given them the heads up about it. Do not bank with PenFed, they do not care about their customers, only their profit margins. They will literally make it so that you you cannot use your account, causing you to scramble to figure out what you’re going to do because you’re not going to get you next paycheck when your account is permanently blocked and then act like they can do nothing about. They are a literal class action lawsuit waiting to happen.

  PenFed Credit Union

  Date: 12/27/2022

  We are so sorry to hear of your negative experience, and regret this situation caused you to reconsider your relationship with PenFed. Maintaining the security of our members’ accounts is our top priority, and the precautions we take serve to uphold this commitment. We regret the inconvenience these precautions caused in your case. We strive to provide service excellence in every interaction, and are sorry to hear this was not demonstrated to you. Member feedback such as yours helps us to identify areas we can improve, and we thank you for taking the time to share your experience.

• Review fromMichelle N

  Date: 12/20/2022

  1 star

  Michelle N

  Date: 12/20/2022

  Worst bank ever. I have never gone in there where they haven't been downright rude. I'm not talking just not getting a greeting I'm talking about raising their voices, being sparky, no greeting or salutations. They are difficult and unorganized. I'll being filing a report concerning their shady banking practices as well.

  PenFed Credit Union

  Date: 12/21/2022

  We’re very sorry to hear of the poor service you received. We realize this type of experience is disappointing, and regret we let you down. Though we wish your experience had been more positive, we appreciate that you brought this matter to our attention. Feedback such as yours helps us to address areas in which we can improve.

• Review fromDanielle W

  Date: 12/16/2022

  1 star

  Danielle W

  Date: 12/16/2022

  I’ve been with PenFed for years since I refinanced my private education loans and got a credit card through them. I am a loyal customer with on time payments and never a late payment.
  Since Covid in 2020 I lost my job and had to request Covid skip payments on my loans and file hardship applications. In the beginning I received the help in an appropriate timely manner. I am still struggling financially due to job hunting and not having a consistent income. I’ve had help from family in order to make these payments but can no longer rely on their help as they are also financially struggling. I submitted a hardship application in September 2022. They requested additional documentation that I submitted in October 2022. I’ve called and requested updates multiple times. Some phone calls resulted in rude and disrespectful conversations, some I was told that my application was currently being worked on and that I would receive notification within a week, and one conversation resulted in a surprise 3way call to the reviewer of my application where she answered and I was then cut off from the call and put on hold while the conversation continued without me to then be told a lie that she didn’t answer and nothing was resolved when I heard her answer and tell her name. I’ve been told that the hardship department is now backlogged and behind on their review process. This review process should only take 30-45 days which of course they take the max amount which requires us to be forced to make almost 2 payments that we can’t financially make obviously. I’m now over this max and I have 1 late payment that I am fighting because I can’t financially pay it and I have an upcoming payment at the end of this month. I have called countless times almost weekly requesting an update and continue to be told that they are behind and there is no estimate on when it will be reviewed and completed in order for me to receive the assistance I need.
  I want help now and I want them held accountable.

  PenFed Credit Union

  Date: 12/19/2022

  We are sorry to hear of your recent experience with us and understand your frustration accompanying the need to request financial assistance. Our financial assistance team is working to get through the large volume of applications they have received. We apologize for the delay and ask for your patience. We would advise you to contact Member Service at ************ to check the status of your application.

• Review fromBrian W.

  Date: 12/15/2022

  1 star

  Brian W.

  Date: 12/15/2022

  So I wanted to refinance my car to pay a lower rate. So I got a lower payment and rate. About a month after this they sent me an email saying they needed proof of insurance. So I sent them the proof of insurance “on the same day” they sent the email. A few weeks later they added over 2300 dollars to my loan saying they didn’t have proof of insurance. After a number of times of sending them proof that I did they only removed 2000 off and kept the other 300 on there.
  Ever since then I’ve been behind on the payments and have been hit with return fees and late fees. The time of the transaction completion is ridiculous. And just today I got a notice that my recent payment to them was declined, and hit with yet another return fee, even though I clearly had the funds at the time of the transaction and yes I have screenshots.
  I’m about find another bank that will actually take my payments when the amount is available.

  PenFed Credit Union

  Date: 12/16/2022

  We are sorry to hear of your recent experience with us. We would encourage you to continue working with Member Services to resolve the issue with your payments. They can be reached at 800-247-5626. We regret to hear you did not feel assisted in you recent communications with us.

• Review fromRon B

  Date: 12/14/2022

  1 star

  Ron B

  Date: 12/14/2022

  Had a small loan with this business. I transferred money from my account to them. They said I couldn't pay my loan of for up to a week after the transfer. I asked to speak to a supervisor and the lady refused to transfer me. After jumping through this hoop and paying off my loan they informed me it would take another 2 weeks to get my paperwork in the mail as they could email me anything to verify the loan had been paid off. What a joke for a lending institution. I would highly recommend going elsewhere to get loans or any kind of financial things done.

  PenFed Credit Union

  Date: 12/16/2022

  Thank you for sharing your experience. We’re sorry to hear of your negative experience while trying to get a Lien Satisfaction letter. We are committed to providing superior service to our members in every interaction. We regret the service you received was not reflective of this commitment.

• Review fromArnold E

  Date: 12/08/2022

  1 star

  Arnold E

  Date: 12/08/2022

  Penfed offered me a better rate to refinance my auto loans which I did in March 2022. Since then they have continually claimed that they have not received the titles as agreed upon in the loan documents. Both of the the other banks claim to have sent them when requested. Penfed changed my rates from 4.9% to 18% and raised my payments by over $200 dollars per month. Finally they said that they had everything for the one vehicle in September and reduced it back to the original terms; However I am still paying $125 more per month on the second vehicle than agreed upon. The would tell me they did not have the title. When I told them I confirmed that Wells Fargo sent the title on April 4, 2022 and offered to give the person with Wells Fargo who would confirm it they changed their tune and said they were just missing a signature. They not claim that they sent the paperwork to me for me to sign on November 29. As of December 8 I have not received it. I should have stayed with my original bank because Penfed has cost me more than I would have paid the other company with higher interest. I guess this is how they make up the difference by offering lower interest rates than claiming the customer has not done what they agreed to. They had the nerve to tell me that was their way to make sure the customer did what was agreed to. I just want to scream "I cannot make up my own title and I cannot sign documents I do not have!" They have me over a barrel but at this point I am almost willing to let them repossess the car and take the hit on my credit and go hire a lawyer.

  PenFed Credit Union

  Date: 12/09/2022

  We’re very sorry to hear of your negative experience. We can assure you our top priority is helping our members achieve their financial goals, and regret any inconvenience this situation has caused. Once we receive all necessary documentation from you, your original rate will be restored. We encourage you to continue working with member services at 800-247-5626 to resolve the issue. We appreciate you taking the time to provide your feedback.

• Review fromDaniel M.

  Date: 11/04/2022

  1 star

  Daniel M.

  Date: 11/04/2022

  I signed up for their credit card, but couldn't activate an online account. I downloaded the app... hoo boy.
  It makes you enter your birthday by scrolling through the months one by one, starting with today.
  I had to manually tap through 456 months to complete this step. After a "one time" verification code, I was asked to select a username and password. Upon submission, I got a generic error message. It didn't even tell me what was wrong. I started the process over, again scrolling through 456 months one at a time. Different user name, different password, second "one time" verification code, same error message.
  I called the help line, which made me enter my birthday and SSN, which I was asked to verify again. I didn't enter my personal information and pass the phone to someone else. Dear PenFed: That's not a thing, do not second guess me.
  The rep tells me that she finds it easier to set up the account on a traditional browser. OK? I didn't ask for your personal preferences, and I don't care what you find easier. Whatever; I jumped through the hoop. The website has the same layout as the app, except you can just type in the birthday, thankfully. Third "one time" verification code. Same error message. Fourth "one time" verification code.
  I called back in, and the rep says there aren't any problems on their end, so please try to sign up again. Fifth "one time" verification code. She says she'll submit an IT ticket.
  If I have to call in a third time, it will be to close the account. I'm not missing any payments and ruining my credit for the next seven years because PenFed is incompetent.

  PenFed Credit Union

  Date: 11/07/2022

  We’re very sorry to hear of your negative experience. We appreciate you bringing the matter to our attention. We’re happy to hear an IT ticket was opened for you. We encourage you to continue to work with our member services team to resolve this issue. Thank you for sharing your feedback. It helps us know where we can make improvements.

• Review fromGordon R

  Date: 10/28/2022

  1 star

  Gordon R

  Date: 10/28/2022

  Longtime decade length member who was hoping to start making bigger deposits and utilizing their products more. I was locked out of online banking while overseas due to the phone number on record being old and unable to complete their new two factor authorization. Called and hoped to resolve the issue but instead their fraud department permanently and blocked access to my account like I was some type of international money launderer--despite only five dollars and change being in the account! They really have the stupidest employees I guess. Thankfully it's such a small amount, but this place is trash and not to be trusted. I won't be doing business with them ever again!

  PenFed Credit Union

  Date: 10/31/2022

  Thank you for sharing your experience with us. We empathize with your frustration, and understand the inconvenience caused by difficulty accessing your accounts, especially overseas. Our Fraud team makes every effort to keep our member’s accounts safe and secure, but we’re sorry to hear you were negatively impacted by these precautions. We regret hearing this experience caused you to reconsider your relationship with PenFed, and we hope to earn back your trust in the future.