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

  151 West Corporate Drive Madison, WI 53714

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  PenFed Credit Union

  2338 Lumpkin Rd Augusta, GA 30906

Review Details

• Review fromRichard T

  Date: 08/22/2024

  1 star

  Richard T

  Date: 08/22/2024

  PenFed turned off our auto pay for all our bills causing extreme stress. each bill returned PenFed charged $35.00 total is now $400. ************* claims we shut it off, why on earth would we do this. As soon as we are able we leave PenFed.

  PenFed Credit Union

  Date: 08/23/2024

  Hi *******, we're sorry to hear about this situation. We weren't able to locate your membership with the information provided, but your satisfaction is very important to us and we'd be happy to assist you over the phone at ************ or by secure message at PenFed.org/help. 

• Review fromR J B

  Date: 08/15/2024

  1 star

  R J B

  Date: 08/15/2024

  Now too Big, Poor telephone support, unable to access transactions after 4 months, no cooperation with bank digital access or transfers, too many restrictions on how to pay credit card, Antiquated software file access by provided very limited previous date with corrupted CSV format, Non-responsive to customer requests for assistance, never calls back.Difficult to dispute credit card charge and they lean towards the fraudulent merchant favor. Perks and bonus for adding a monthly direct deposit, was never paid, and now they don't know what happened. They make it difficult to work with another bank or even credit union.Complaints are being made to the Consumer *************************** Maybe more will follow this lead!!!There is a important reason everyone is leaving horrible ratings. They are one of the five largest credit unions and now their horrible customer relations , hopefuly will knock them down to one of the wrost Credit Unions in the country.

  PenFed Credit Union

  Date: 08/16/2024

  Hello there, thank you for taking the time to write and share your experience. We are very sorry to hear of the many issues you have encountered with our credit union. Our aim is to provide excellent service and products for our members, and we regret this has not been your experience. We appreciate you speaking with our Member Concerns team regarding your concerns and we hope we can begin to restore your confidence in PenFed. Thank you, again, for sharing your valued feedback. 

• Review fromCatherine S

  Date: 08/14/2024

  1 star

  Catherine S

  Date: 08/14/2024

  I refinanced my car loan with PenFed about 3 months ago and its been the worst experience Ive ever had. Slow, poor communication, and antiquated practices. From day one, I shouldve left. My latest issue with them is threats that they will raise my interest rate unless they receive notice from my state that they are the lien holder. I went to the *** over a month ago and updated them as the current lien holder, received a new copy of my title, and uploaded the document to their website. I will receive letters stating they did not receive anything. It is not my job to follow up with the state and I have done my part. I honestly wish I would have never changed loans because a very slightly lower rate has not been worth it. Ive been dealing with issue after issue and its so bad that Im ready to leave and pay a higher rate again just to get out of the constant disfunction.

  PenFed Credit Union

  Date: 08/16/2024

  Hi *********, we're sorry to hear of the issues you've experienced with your PenFed auto loan refinance. Our goal is to provide an exceptional experience for our members and we appreciate your valuable feedback. Please be aware, however, that we still need to receive your vehicle's original title. We received the images you uploaded, but this not sufficient to document and maintain our lien on your vehicle, as we advised by email on July 24, 2024. We ask that you please deliver the title to us at the addresses provided in your loan packet and in our July 24th email. If you have any questions or concerns, please feel welcome to reach out to us by secure message at PenFed.org/help or by phone at ************.

• Review fromCassandra W

  Date: 07/24/2024

  1 star

  Cassandra W

  Date: 07/24/2024

  PenFed sucks! Unlike many other banks when youre a victim of fraud you cannot walk into a PenFed branch for a replacement debit card. It takes your replacement debit card takes 5-7 business days to arrive even after promising to rush it for it to arrive in 3-5 business days. You cannot depend on PenFed despite the good customer reviews youve probably read. Not to mention they want to run your credit score for simple things like being able to make atm deposits or to even use Zelle. Ive been with them for years and this is my final straw. Its happened way too many times and I will not put up with it any further

  PenFed Credit Union

  Date: 07/25/2024

  Hi *********, we're sorry to hear of the delay for your recent replacement debit card delivery, but we can confirm the card was sent express shipping per your request. As mentioned in our Membership Disclosures, we obtain a credit report prior to opening new accounts, including those with ATM and Zelle functionality. We are always looking for ways to improve our services - thank you for reaching out to share your feedback.

• Review fromMelissa G

  Date: 07/13/2024

  2 stars

  Melissa G

  Date: 07/13/2024

  They gave me a decent interest rate and loan term which is the only reason theyre getting a second star. To be honest if I looked more I probably could have found better though but this was my first time refinancing a car.I started with *********** financing my loan and their app was amazing, I could easily link my bank and make payments, and even set up additional payments towards interest alone every month all through auto pay. I could see when ** predicted to pay off my loan and helpful stats like that.PENFED has none of this. In fact they make it nearly impossible to link my bank in order to make payments, I have to call almost every month. I cant make extra payments towards principle only without basically jumping hoops every month, and even then its not guaranteed.It seems every representative has different training or something. One person tells me they can put the extra principle only payment easily over the phone, others tell me it has to be put in a PENFED savings account and I have to call days later again to then have that paid towards principle.Overall I hate having my auto loan through this company and wouldve switched to someone else a long time ago if I didnt have too many hard inquiries on my credit right now. Please take these things into serious consideration and do better PENFED and to anybody whos considering financing a loan through them, you may want to reconsider if any of the things Ive mentioned here matter to you.

  PenFed Credit Union

  Date: 07/14/2024

  Hello *******, thanks for providing your review. We're always looking for better ways to serve our members,so we appreciate your feedback about your financing and service experiences. We thank you for being a valued member of the PenFed community.

• Review fromLois S

  Date: 07/09/2024

  1 star

  Lois S

  Date: 07/09/2024

  PenFed has surely earned the title of The Worst Credit ************ on Earth. The online account management system is temperamental. Then when you try to contact customer service, they make it **** near impossible to reach a representative. I have been trying to add a new payment account for about 6 months now and keep getting the runaround. Do these imbeciles want payment or not? To make matters worse, I redeemed reward points for a $50 gift card, and the code did not work. I worked with the customer service of the company I was trying to redeem with and was referred back to the vendor. I contacted the PenFed ************ and someone picked up the phone and was having a side conversation for about 5 minutes before hanging up. Perhaps they are working from home, but come on! Then when I spoke to someone they of course tried to avoid taking accountability but said I would receive a call from a Canadian number. I spoke with that person a week later and since then it's been crickets. This was about 4 months ago. This company is the worst and needs to be dissolved.

  PenFed Credit Union

  Date: 07/10/2024

  Thank you for your feedback. We are sorry to hear you had a poor experience. If you are still in need of assistance, please give us a call at ************. You can also schedule a callback request by visiting PenFed.org/help.

• Review fromCynthia P

  Date: 07/05/2024

  1 star

  Cynthia P

  Date: 07/05/2024

  I am a single mother with a son with autism. This loan processor, ***********************, made me provide her with everything and then more. On Wednesday She stated she only needed proof why I was spending money out my account. I informed her to pay bills. She did not like that answer however I still contacted my bank to obtain the information and forward it. Today she calls and say my loan is being denied for incomplete application. I just spoke with her on 7/3/2024 and forward her my paperwork. For her to say I was missing something else that was due 7/4/2024.I just think it is weird that I have reported you twice and you wait until after 7/4/2024 to contact me to say something is missing. I did not know PenFed was open on 7/4/2024.

  PenFed Credit Union

  Date: 07/06/2024

  Hi *******, we're sorry to hear of your poor experience with applying for a PenFed mortgage. Thank you for taking the time to share your feedback. If you still have questions about your application, please call our Mortgage Origination team at ************.

• Review fromJanice J

  Date: 06/29/2024

  1 star

  Janice J

  Date: 06/29/2024

  I had a call today with a representative that was very elusive when I was speaking. Very condescending when explaining and giving details regarding the process on payout of loan. Wasnt able to show or give me a link regarding that verbiage. This representative continuously repeated herself without me asking her to. Very rude and nonchalant. Worst experience Ive ever had with a PENFED. The representatives name was **************** Definitely needs to work on overall delivery and customer service.

  PenFed Credit Union

  Date: 06/30/2024

  Hi ******, thank you for taking the time to share your experience. We are very sorry to you hear about your continued troubles during your mortgage application. We appreciate your candid feedback and will use it as an opportunity for improvement moving forward. 

• Review fromAmber T

  Date: 06/25/2024

  1 star

  Amber T

  Date: 06/25/2024

  Warning to stay far and wide away. My husband is retiring after 20 years in the military, and we chose to go back to the home-state where our support system is. Our previous home is already sold. We relocated and took all the relocation actions because we thought we were being taken care of. We are without a home because of their incompetence and all trust for them is gone. We have missed closings because of them. We found out two days before the next failed closing that we now have to put a large sum down. This has been nothing but a miserable experience having to prove numerous factors over and over. We are missing closing dates that have been well established between all parties in email chains. We are being told more documents are needed day after day. This will be our fourth house that we have purchased. The first three had a smooth and respectful process. The home purchase process with penfed has been nothing but a belittling and incompetent experience.

  PenFed Credit Union

  Date: 06/28/2024

  Hi *****, thank you for taking the time to share your experience. We are very sorry to you hear about your continued troubles during your mortgage application. We appreciate your candid feedback. At your earliest convenience, please contact our Mortgage Originations team at ************ for additional assistance.

• Review fromAshley s

  Date: 06/25/2024

  1 star

  Ashley s

  Date: 06/25/2024

  This was the worst place i could have went. The issue came when I got a new phone number and was locked out my account. i called customer service and they said they need that phone # to send me a new link. I tried again to get different "customer service reps" and they all told me the same thing. Because I got a new phone #, they couldn't help me get into my account. This awesome customer service then slowed down payments as i no longer had access to any of my information. NOW they are trying to take me to court, they stated they have tried to reach me by address , there is no mail. I have not received any papers since I opened my account. I work from home, so I am readily available for mail. avoid this credit union at all costs.

  PenFed Credit Union

  Date: 06/26/2024

  Hi ******, thank you for taking the time to share your experience. We take the security of our members' accounts very seriously and have protective measures in place when updating contact information on record. It is not our intent to make this process ****** burdensome and we're sorry to hear our procedures caused you inconvenience. We appreciate your candid feedback. If you'd like to chat further about updating your phone number and for assistance with payments, we're here to help at ************.