PenFed Credit Union

I was checking out the “Pre-qualify” option for credit card services with the understanding it won’t pull a hard inquiry on my credit. But apparently, it did pull a hard inquiry. I contacted the customer service and there was zero help. They said I clicked the wrong option somewhere along the pre-qualify application process. Very disappointed in such poor systems and services. Please do a better job in customer service. Worst is even after many phone calls and emails, there was no one that could help me out. Contacting them hoping for a resolution was a big waste of time.

Published at 5 months ago

This is my PenFed story. I wanted to open a new checking account and I initially chose PenFed because of relatively high ACH transfer limits, and a physical branch nearby.
I did the account registration/creation process online. I had to do phone text verification for the initial registration, then the password reset, then to login again, every login after that, and each time I linked an external bank account. I made initial deposits of $1000 into checking and $200 into savings. Email and phone notifications are all flowing. My checks and ATM cards are on the way. I logged in the next day to validate initial deposits and access is still good. I wait a week. Cards and checks arrive. My plan was to activate the cards and setup direct deposits that day. First step of that was to login again to get direct deposit numbers for the checking account.
I can’t log in and a message says account locked, call this 800 number to unlock. Heavy sigh. I call the number and ask for account unlock. I was put on a long hold while she checked details, then she came back and asked me some questions about when I created the account, then put me on a longer hold. After the second hold, she said I would need to provide more proof of identity using their secure upload site. I would need to provide scans of the driver’s license, social security card, and car registration for both the primary (me) and the joint account owner (my wife). Then wait until the next day and call back on the same 800 number. I followed all those instructions, call back the next day, get to a rep, and give them the case background and upload numbers. The rep says I see all your documents right here, let me put you on hold while I check your case. After a lengthy hold, she comes back and says can you please send us a copy of your phone bill. I say sorry I am on a family plan and don’t have a copy of the phone bill. She says sorry she can’t unlock my account then and since it’s not in my name they need a copy of the bill AND the driver’s license of the person the bill is being sent to. I don’t want to ask him to provide me a phone bill, much less his driver’s license, so that was it for me. Although I’d invested a lot of time and given all my personal info already, I decided at that point to cut my losses with PenFed. I tell the customer support rep this isn’t going to work and can she please help me reverse the deposits and close the accounts. She says “No, I can’t do that.” After I complained about them accepting my money without a problem but now refusing to let me have it back, she said MAYBE if I go into a branch with my ID and explain my case they can help me.
I felt so mad at that point I had to take a minute to try and calm my breathing. Looking back, I realize I was feeling anger, fear, and helplessness all mixed together. I realized how little I could do to access my money, and just how poor and non-cost effective all of my options were for fighting it. Anyway, I agreed to try going into the branch the next day and ended the call.
I went in first thing the next morning. They open at 10:00. Although they still weren’t able to immediately unlock the account, I felt like the branch manager there made an honest effort to clear it up. He even put it on speaker so I could hear it. We had to leave it with an email to the fraud department and a promise that he would follow up the next day. He did just that and let me know the account was unlocked. I was able to log in that day and transferred money out of the account. I appreciated his help, but was past my limit with PenFed already and couldn’t just let it all go. I went back the next day and closed the accounts.

Published at 5 months ago

Awful experience here. My mother's ancient email provider shut down, which locked us out of her PenFed account. The staff here were extremely combative to work with on sorting this out, narrowly avoiding calling us scammers (I get why they are on the look out, but c'mon, real people need to get back into their accounts sometimes too) and just plain discourteous in their tone and language when working with us. I would recommend that you avoid this bank at all costs.

Published at 5 months ago

I have been a member since the 1990s and Mr. Sergio Reyes that works in the Kingstowne Branch in Alexandria VA is amazing. His customer service is the best I have ever seen at this branch. I recommend that he is promoted as soon as possible. You really don’t want to lose such a young gentleman with such superb customer service skills beyond his years.

Published at 7 months ago

You won't find one team member at this branch that look or appear to give basic customer service!! Most have been working at this branch 5+ years and have been horrible all this time!! A bunch of lazy lack luster team members work here!! The nerve to consistently move lines at an extremely slow pace but to top it off their hate and indifference for black customers is why I decided to leave a review. After more than 10 years of banking with this branch I will CLOSE my account for good!! DO NOT BANK HERE AT ALL!!

Published at 6 months ago

There was an enormous lack of consistency both with overall communication between online information versus branch information and this coupled with unfortunate lack of professionalism from the manager position (Mary) at the Alexandria location(Barclay) led to a horrible auto loan experience. There is a clear divide in overall processes. The online experience was smooth although I received information that apparently was not true according to Alexandria branch. I was already approved for a loan before walking in and I was met with disrespect from the manager position that was completely unacceptable. I felt bad for the other employees/customers. I would recommend training courses but something needs to be done. Moving forward, I will be looking elsewhere for services.

Published at 7 months ago

Always a long line. Never enough tellers especially on the first of the month. Wish someone could go there between end of the month till the 5th of the month.

Published at 2 months ago

Pure trash service. I signed my signature card paperwork with all my personal information on it had a lady fill out the information on her computer and I still have not had that paperwork cleared. This is a simple task for a bank to take care of and they still can’t even do that Correctly.

LAST TIME I CHECKED, PERSONAL INFORMATION IS VERY IMPORTANT TO HANDLE CORRECTLY. And if this bank can’t even handle a simple task, I can’t imagine the more complicated tasks they so call handle.

Published at 11 months ago

They will charge off your car and damage your credit. When asked to help fix the situation, They will do nothing. Do not do a loan with them

Published at 3 days ago

Published at 3 days ago

Published at 2 weeks ago

Branch staff are very pleasant and helpful to members.

Published at a month ago

Published at 2 months ago

Always a long line. Never enough tellers especially on the first of the month. Wish someone could go there between end of the month till the 5th of the month.

Published at 2 months ago

I was checking out the Pre-qualify option for credit card services with the understanding it won t pull a hard inquiry on my credit. But apparently, it did pull a hard inquiry. I contacted the customer service and there was zero help. They said I clicked the wrong option somewhere along the pre-qualify application process. Very disappointed in such poor systems and services. Please do a better job in customer service. Worst is even after many phone calls and emails, there was no one that could help me out. Contacting them hoping for a resolution was a big waste of time.

Published at 5 months ago

Awful experience here. My mothers ancient email provider shut down, which locked us out of her PenFed account. The staff here were extremely combative to work with on sorting this out, narrowly avoiding calling us scammers (I get why they are on the look out, but cmon, real people need to get back into their accounts sometimes too) and just plain discourteous in their tone and language when working with us. I would recommend that you avoid this bank at all costs.

Published at 5 months ago

This is my PenFed story. I wanted to open a new checking account and I initially chose PenFed because of relatively high ACH transfer limits, and a physical branch nearby. I did the account registration/creation process online. I had to do phone text verification for the initial registration, then the password reset, then to login again, every login after that, and each time I linked an external bank account. I made initial deposits of $1000 into checking and $200 into savings. Email and phone notifications are all flowing. My checks and ATM cards are on the way. I logged in the next day to validate initial deposits and access is still good. I wait a week. Cards and checks arrive. My plan was to activate the cards and setup direct deposits that day. First step of that was to login again to get direct deposit numbers for the checking account. I can t log in and a message says account locked, call this 800 number to unlock. Heavy sigh. I call the number and ask for account unlock. I was put on a long hold while she checked details, then she came back and asked me some questions about when I created the account, then put me on a longer hold. After the second hold, she said I would need to provide more proof of identity using their secure upload site. I would need to provide scans of the driver s license, social security card, and car registration for both the primary (me) and the joint account owner (my wife). Then wait until the next day and call back on the same 800 number. I followed all those instructions, call back the next day, get to a rep, and give them the case background and upload numbers. The rep says I see all your documents right here, let me put you on hold while I check your case. After a lengthy hold, she comes back and says can you please send us a copy of your phone bill. I say sorry I am on a family plan and don t have a copy of the phone bill. She says sorry she can t unlock my account then and since it s not in my name they need a copy of the bill AND the driver s license of the person the bill is being sent to. I don t want to ask him to provide me a phone bill, much less his driver s license, so that was it for me. Although I d invested a lot of time and given all my personal info already, I decided at that point to cut my losses with PenFed. I tell the customer support rep this isn t going to work and can she please help me reverse the deposits and close the accounts. She says No, I can t do that. After I complained about them accepting my money without a problem but now refusing to let me have it back, she said MAYBE if I go into a branch with my ID and explain my case they can help me. I felt so mad at that point I had to take a minute to try and calm my breathing. Looking back, I realize I was feeling anger, fear, and helplessness all mixed together. I realized how little I could do to access my money, and just how poor and non-cost effective all of my options were for fighting it. Anyway, I agreed to try going into the branch the next day and ended the call. I went in first thing the next morning. They open at 10:00. Although they still weren t able to immediately unlock the account, I felt like the branch manager there made an honest effort to clear it up. He even put it on speaker so I could hear it. We had to leave it with an email to the fraud department and a promise that he would follow up the next day. He did just that and let me know the account was unlocked. I was able to log in that day and transferred money out of the account. I appreciated his help, but was past my limit with PenFed already and couldn t just let it all go. I went back the next day and closed the accounts.

Published at 5 months ago

You wont find one team member at this branch that look or appear to give basic customer service!! Most have been working at this branch 5+ years and have been horrible all this time!! A bunch of lazy lack luster team members work here!! The nerve to consistently move lines at an extremely slow pace but to top it off their hate and indifference for black customers is why I decided to leave a review. After more than 10 years of banking with this branch I will CLOSE my account for good!! DO NOT BANK HERE AT ALL!!

Published at 6 months ago

There was an enormous lack of consistency both with overall communication between online information versus branch information and this coupled with unfortunate lack of professionalism from the manager position (Mary) at the Alexandria location(Barclay) led to a horrible auto loan experience. There is a clear divide in overall processes. The online experience was smooth although I received information that apparently was not true according to Alexandria branch. I was already approved for a loan before walking in and I was met with disrespect from the manager position that was completely unacceptable. I felt bad for the other employees/customers. I would recommend training courses but something needs to be done. Moving forward, I will be looking elsewhere for services.

Published at 7 months ago

I have been a member since the 1990s and Mr. Sergio Reyes that works in the Kingstowne Branch in Alexandria VA is amazing. His customer service is the best I have ever seen at this branch. I recommend that he is promoted as soon as possible. You really don t want to lose such a young gentleman with such superb customer service skills beyond his years.

Published at 7 months ago

Most of the employees are super. The service is good!

Published at 9 months ago

Nice customer service

Published at 10 months ago

Pure trash service. I signed my signature card paperwork with all my personal information on it had a lady fill out the information on her computer and I still have not had that paperwork cleared. This is a simple task for a bank to take care of and they still can t even do that Correctly. LAST TIME I CHECKED, PERSONAL INFORMATION IS VERY IMPORTANT TO HANDLE CORRECTLY. And if this bank can t even handle a simple task, I can t imagine the more complicated tasks they so call handle.

Published at 11 months ago

Very pleasant and patient and solved my problem seamlessly!

Published at a year ago

Service sucks- it s dry

Published at a year ago

Great customer service, easy access online to services.

Published at a year ago

Customer service is excellent

Published at a year ago

Customer Service is horrible . Thought this would be a good place to open my accounts and refinance my car but the lady who supposed to help me her name is Mary (karen) and she told me I don t have any credit I asked how, she can t even explain it and, I ask for the manager and she never called the manager for me she was rude and I asked her to try it again and she said it went through now. And she still put my name wrong and didn t even say sorry and the whole staff is racist if you know what I mean so I would recommend my brother and sister to get the hell out out of this branch.

Published at a year ago

Signed my name on the member service side. The next available representative took the next person he saw sitting down without going thru the list. I had to argue with the representative that I was before the person he called and asked why he wasnt checking the list. Then he tried to brush it off and rushed me thru my transaction. I complained to mgmt on my next visit and they told me that the guy no longer works there or was fired. I come back another time and saw the same guy working. Not only was I lied to but they dont hold their employees accountable for their bad customer service. Line is long as they consistently have ONLY 2-3 tellers with no available help.

Published at a year ago

Published at a year ago

I came to the bank to get information regarding transferring a loan to this Credit Union and the banker who was an older Asian man told me to go home and do it . He took his time with previous customers so It s not fair for him to prejudge me and rush me out because he felt my needs were not as important. Horrible customer service I will not bank here. This customer experience was negative, unpleasant, insensitive, disrespectful and unprofessional.

Published at a year ago

The service is getting worse by the year. Phone call holds are getting longer, the customer service are not providing timely answers and resolving issues. I had flagged that I will be out of the country indicating a specific country and dates on my cards, yet they locked me out of the site, saying fraud department detected possible intrusion from that country.After going through multiple authentication questions, I am still not identified as me. These rules make no sense. Pro tip: be very patient with them... expect days or weeks to get things resolved.

Published at a year ago

Awe some service, loan visa approve at same time.

Published at a year ago

If you ever need lobby service, forget it. You will sit forever waiting on someone to help. There may or may not be a rep directing customers to office personnel for assistance, but if that rep isnt out there then the office folks hide behind their closed doors. Not uncommon to see a dozen or more people waiting for over an hour for help. Youll get faster service at the DMV...or at any other bank.

Published at a year ago

Went inside to this branch on my only day off Saturday 11/12/22 to report my debit card on my account as lost. I withdrew cash to hold me over until the card was mailed out. The clerk told me the card will take up to 2 weeks to get to me. I contacted PenFed today and was told the old debit card is still active and the incompetent person at the branch had never canceled it! I was further told the only people at PenFed that can cancel a card is the fraud department. I even asked the clerk if they could issue me a temporary ATM card (which he said Oh we havent done that for years while chuckling at me) until my debit card arrived which he was vague about - he said Probably 2 weeks. I am currently at work and on the phones constantly until 7PM and I was told on PenFed chat by Lauren there was nothing she could do. I asked - why is showing up in person with my ID and speaking to a clerk not sufficient? Her only response was that the clerk would be spoken to regarding training but MY only option was to call them. I asked why I was being penalized - most businesses try to not further inconvenience a customer when they have erred, she said that was my only option. So as Im answering calls while I type this, on my big whopping 30 minute lunch break - I guess Ill have to call myself to fix PenFeds mistake. I mean, I have a credit card, checking account, personal loan, car loan and IRA with PenFed - youd think that even though Im not a millionaire by any means, Im brand loyal. So hey - thanks for the help PenFed. *****Update 11/22/22 After calling the fraud department I was taken care of and my cards arrived today. Thanks to whomever answers these reviews for the response you cut and pasted onto EVERY review on here to address the incompetency of your staff at the Kingstowne Branch. Just fix it. A customer shouldnt be left with no ATM card, with so few branches to visit physically in the area for cash until the card arrived, I can tell from the response youre doing your best to make it LOOK as though you care but if you did, youd do more than just cut and paste the same response into every review. Find the clerk who withdrew the $200 cash the day I visited the branch - thats the same person that you shouldnt have waiting on customers if he doesnt want to be there. His inability to care doesnt affect him but it does me and Im sure many other customers he so cavalierly dismissed to be able to say NEXT IN LINE just to be able to get through his day faster.

Published at a year ago

Customer Service is horrible on Telephone. Thought this would be a good place to open my accounts. I was very wrong. Rudeness caused me to close my credit card. I m planning on moving my money out of their institution soon.

Published at 2 years ago

Horrible. The one way I could explain it honestly, as a customer you expect the employee to explain everything through especially when it s bank related. I gave PenFed 450$ from my OWN money to pay a loan and she told me that I would get my money back in august 2022. I can in to get my money because online it says only 130. I m so unbelievably annoyed at this behavior. Like why would you lie months later? They are now saying we take a percentage?? That s ridiculous. Definitely don t come here as a bank option. I decided to close my bank account and open one with chase bank because they don t decide to scam you out your money. Also the lines here are ridiculously long. I literally waited almost an hour, 45 minutes to be exact just to cancel a bank account?! That s ridiculous. Don t come here

Published at 2 years ago

Published at 2 years ago

Published at 2 years ago

Ive been a member for over 3yrs..my husband well over 15. This lady year has been the worst with lines that wrap twice inside of the bank. Only 2 tellers at peak times and Saturdays. Im not even sure this location had a manager. They seem to operate on their own. For this to be rhe closest neighborhood location it is not properly staffed.

Published at 2 years ago

This bank has very poor customer service. Not pleasant to deal with. I would choose another bank. A horrible horrible bank

Published at 2 years ago

Today 3/12 I and other customers drove all the way to PenFed in Kingstowne Alexandria to find out that the bank staff put a closed temporary notice on the door. The website shows that this location is open and one of the staff members communicated directly with one of the customers letting him know that they will open in 5-10 min. We stood there waiting and no one bothered to come out to speak to us. The staff supervisor came to the glass door and made a rude gesture pointing to the notice like if we can t read! Few minutes later they let out few customers they had inside and served but the rest of us were stuck waiting outside. The lack of communication, the rudeness of the staff and the disrespect shown to customers today are the reasons why I am closing my account with your business as soon as you decide to open Monday! It was going to make a huge difference if someone with enough wisdom chose to come out and say sorry for the inconvenience we have to close today as instructed by the central. We would be happy to serve you Monday. It s easy to show respect unless you choose not to!

Published at 2 years ago

Mask required. The bank tellers are friendly, courteous and professional.

Published at 2 years ago

A friend recommended, what a mistake. Completely non-responsive staff. Rates are better at NFCU. Not paying more for worse service.

Published at 2 years ago

Published at 2 years ago

Published at 2 years ago

Excellent service

Published at 2 years ago

Knowledgeable and friendly personnel, willing to solve the clients requests.

Published at 3 years ago

They seem to not get any problems resolved to have the American Way of the Customer is Always Right because as the Federal Governor mentioned we choose a NEW FAMILY SO WHY WOULD WE DO FAMILY WRONG!!!!????

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Who is monitoring the member services sign in sheet - nobody. Waited 15 min for someone. Was no one in line before me. One employee was cruising the internet paying no attention to me. Two others were socializing about what they did on the weekend. Two more were sitting in their offices alone. Got tired of waiting and barged into one of these offices and demanded help. Where was the branch mgr?

Published at 3 years ago

Published at 3 years ago

Fast Service, Friendly Crew, Professional.

Published at 3 years ago

Great customer service and easy process to sign up.

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

top notch service and caring emloyees

Published at 3 years ago

They are the absolute worst for mortgages. Have ours for just over a year and they have screwed the escrow up so bad they cant figure it out. Refinancing as we speak. Complete incompetence. GO ELSEWHERE.

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

I recently made a visit to PenFed credit union and the customer service was exceptional. The service representative was so professional, efficient, knowledgeable, a true advocate for me, the consumer. He made recommendations that provided benefits that I hadnt considered nor was I knowledgeable of them. Mohammed was an exceptional service representative that offered me a wonderful experience. I highly recommend and endorse doing business at PenFed credit union

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Great customer services, great interest rate!

Published at 3 years ago

Exceptional service!

Published at 3 years ago

Nice place,friendly customer services.

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Worst credit union ever. Worst experience ever.

Published at 3 years ago

Published at 3 years ago

The worst customer service I ever had with a bank. Went for a simple withdrawal and stand in line for over an hour. They kept letting customers that were inside doing other transactions do their transactions ahead of everyone else making the wait even longer. Also, very rude staff wouldn t answer my questions in a professional way. Very disappointing switching banks due to this service. One star is too much I can t give less.

Published at 3 years ago

Published at 3 years ago

Pen Fed Credit Union was great help for refinancing my two cars with very compatile rates. It was a fun experience to do business with Penfed.

Published at 3 years ago

Published at 3 years ago

I got a wonderful service here and Muhammad Shahid was the one I talk to, he is so professional and very friendly. Thank you

Published at 3 years ago

Published at 3 years ago

We had to create an Estate account when our son died. The staff was very helpful in accomplishing this.

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

Published at 3 years ago

I love this credit union. They provide all of the services that I need while they have been staying open and well staffed during the pandemic. I might add that the benefits that PenFed credit cards offer are among the best available within the financial industry.

Published at 3 years ago

Is it really true that I have to come into a branch (of which none are publicly accessible in my state) just to change the phone number associated with my online account? This is what I was told on the phone and that seems so absurd in the height of a pandemic.

Published at 3 years ago

Everyone at my location is very friendly and helpful. I never have an issue with having my needs met or my questions answered there .

Published at 3 years ago

Published at 4 years ago

Published at 4 years ago

They pull your credit report too frequently and inturn lowers your score and making it difficult to get the best interest rates possible . My credit was pulled 3 times in 4 months. Complained to manager but it fell on deaf ears. She was extremely smug. Took the loan only because I didnt want my credit ran again by another banking institute.Will be taking my business elsewhere next time and plan to refinance loan with another banking institution. Not a happy customer at all!!!

Published at 4 years ago

Dealership I bought car from beat their rate

Published at 4 years ago

Published at 4 years ago

Not convienient as the branches closed in MD where I used to to my banking yet Navy Federal credit union has added branches in the same area. Talking with the staff they realize this branch is one of few and far between but close at noon on Saturdays, the one day I can take time out off my schedule to get there. Now with covid you have to stand outside to get in because the bank doesnt have a drive-through. The good thing is they are open until 7 during the week,

Published at 4 years ago

A bank that doesnt take lose change.....I didnt have enough to wrap. Soooooo what do you do with 45 cent in pennies,.

Published at 4 years ago

I went to this branch to use their ATM to deposit money into my account. I did not want to go inside the bank due to COVID 19 and the fact I just rolled out of bed looking like a mess! The ATM ended up giving me a error notification and noticed the deposit was not even made. I had to go inside the bank and report the issue. Ms. Mary Jones approached me within 2 minutes to assist me. She was very helpful and respectful! And let me remind y all how bum-ish I looked. She treated me so well. She even followed up with me the next business day. It just comforted me knowing she was working on the issue and it was not being ignored. To top it off the problem was solved the very next day. Thank you PenFed Kingstowne and Thank you Ms. Jones!!

Published at 4 years ago

PenFed is simply straight down the line. They could give some advice to banks and other financial institutions for real. I like it s military based and no hidden tricks. They give you accurate information up front and leave the decisions up to the member share holder. Ty PenFed

Published at 4 years ago

I was always treated well and promptly.

Published at 4 years ago

I been a member for years all ways great service with a smile friendly staff a must go to if/for members join if you can.

Published at 4 years ago

The one who attend me was unprofessional with a simple question that I asked.

Published at 4 years ago

Published at 4 years ago

Thank you for your hours. 10AM-7pm GREAT STAFF&Management.

Published at 4 years ago

They approved my car loan and once I found a car I like, and put a down payment on it. They suddenly want to verify the dealership. And then deny the application because they don t feel comfortable this business is not about how you feel. If I present all the documents you have requested clear and clean then there shouldn t be an problems. Why haven t I been instructed that there is a dealership verification during the application process. I am glad that the dealership was nice enough to give me my deposit back. Will close my accounts and stick with a regular bank that knows how to treat it s customers.

Published at 5 years ago

Very impressed with the service here. I had not been to the branch since the remodel more than a year ago. My closest walkin branch is closed on Saturdays. I was able to conduct several transactions and my representative was at the top of his game, very thorough.

Published at 5 years ago

Published at 5 years ago

Very bad experience poor service they approved me online but they did not me apporve me on the site just wasted 3 hours i hate this

Published at 5 years ago

Tigist Asfaw processed our auto loan. She was extremely helpful in going over the process, discussing the loan details that fit our needs. Went out of the way to help us get the right discounts. She even helped us set up the online account for autopayments. I would definitely recommend to ask her by name. Thanks, Tigist.

Published at 5 years ago

PenFed Is a great credit union! What other bank is open this late at any location? Keep up the good work!!

Published at 5 years ago

I opened my account with Pen Fed yesterday and was prompted to come into a branch to finalize my account in formation and it was a great experience. I worked with Tigist Asfaw and she was friendly and very professional. She was very helpful and answered all my inquiries and made sure I was good to go before leaving Im very excited to do further business with Pen Fed !

Published at 5 years ago

I couldnt believe all the negative reviews about Penfed. Yes the one time and only time that I personally went into their branch and apply for a car loan, I admit the waiting was a nightmare, but for online banking are you kidding me? Where else can you get a 0.99% interest rate for a car loan while you keep your money in their savings account that pays you 2.0%? I also used their car buying service which got me a guaranteed lower price then I could get on my own without all the hassle. Penfed, I love you.

Published at 5 years ago

Must do better. Penfed does not care about their members, and constantly manages to make things more difficult for us through misinformation and deflection. As a currently furloughed government employee, I inquired about the direct deposit assistance that Penfed was advertising on their website. On my first call, the friendly customer service representative confirmed my member number and then told me that he was going to create an application. It was during this time that I received confirmation from a credit monitoring service that I use that a hard inquiry was done on my credit history. It seemed like a standard practice for a loan application, but what happened next was an exercise in frustration and misinformation. The rep informed me that they needed a furlough letter and a proof that a collections account that was (erroneously) put on my credit report over two years ago had been paid. I informed the representative that I could provide the notice, but did not have any way to substantiate the collections account. Ive called Penfed several times to follow up and have received a different answer each time Ive called. Ive been told that the furlough letter was not necessary because they could validate it through my account, and that theyd work with me if I could not find a way to validate the collections account. Then, upon talking to another representative its back to square one. This has been very stressful and disappointing as I am a long time customer who has never missed a payment on the credit card account I have with Penfed and has paid off TWO Penfed car loans ahead of schedule. Ive also patiently dealt with erroneous fees that have been posted to my account when I would have been justified in closing my membership and moving on to a more reputable credit union, like NFCU. In summary, my experience is not unlike that of other Penfed members who have tried to resolve an issue only for it to go in an endless, frustrating loop. Despite being a long time customer, I am being treated as a delinquent. I came to Penfed seeking temporary relief for a hardship that I am experiencing, but only got more stress and a drop in my credit score to show for it. Once the shutdown is over, I will be taking my business elsewhere!

Published at 5 years ago

I HAVE BEEN TRYING TO GET A NEW PASSWORD FOR THE LAST FOUR MONTHS. WITH NO AVAIL . I HAVE BEEN TO BRANCH OFFICE OFFICE IN ALEXANDRIA . I KNOW My USER NAME .SEND ME A LINK TO CHANGE MY PASSWORD.

Published at 6 years ago

If any one want to die instant death try banking with Penfed you will regret you never did just had the worst experience with them this hurt me more than the day I lost my dad that s how bad it is worse mistake ever

Published at 6 years ago

Published at 6 years ago

Published at 6 years ago

Published at 6 years ago

I had been a member of Penfed Credit Union for about seven months. Throughout that time I experienced several concerning issue, which ultimately led to my decision to switch to a bank. After closing my account and withdrawing all my funds (from both checking and savings account), it came to my attention that an autopayment charge was allowed to be processed through. As to their regulation, an account cannot be open and one cannot be considered a member if there is not at least a $5 minimum deposit in a share holders account (savings account) - which I didnt have. After talking with their customer service twice, they were quick to dismiss any sort of responsibility. Finally I got them to close the account on this fact. I am firm believer that indeed credit unions are superiors to banks, however due to several double charges that had to be disputed, and the the simple fact that pending transactions do not show up on the mobile app (when it allows you to log in that is), I 100% dont recommend this Union to anyone interested.

Published at 6 years ago

Location is well renovated. Customer service has little autonomy. Legal department and research department are not efficient. My second visit was a lot smoother. The second visit is on an estate versus a power of attorney. Research was more prompt on second visit. The second visit was on a Monday morning.

Published at 6 years ago

Never had a bad experience, everyone was always very friendly and professional.

Published at 6 years ago

They suck at everything

Published at 6 years ago

Prompt, courteous service

Published at 6 years ago

Published at 7 years ago

Wey helpful staff

Published at 7 years ago

Published at 7 years ago

Nice service.. but they did a new renovation and now make you stand in line... Used to have a ticket system.. but I guess they dont care about their customers

Published at 7 years ago

Published at 7 years ago

Closed the door in our face at exactly 7:01 when we came out all the way from Alabama. Now we have to spend the night. 1 MINUTE LATE!! Very bad location penfed shouldnt be treating their clients like this. All the negative reviews are right. STAY AWAY!

Published at 7 years ago

Never had a complaint other than trying to get me debit card mailed to me but thats probably on the post office not pen?

Published at 7 years ago

It would have been a good idea to let the public know that you were going to be closed on Sunday November 6, 2016 .this is a poor way to do business

Published at 8 years ago

I contacted Pen Fed for a second opinion on a mortgage refinance for my condo. They always appear on lists for the best mortgage/refinance rates and I belong to a wonderful credit Union in California. I applied on line for a 20 year, no points loan, submitted all the documents and received a Loan Estimate a few days later. Well there were no points but the origination fees were 3.125% and disguised nicely as a Loan Level Pricing Adjustment of $3,506..... My mortgage broker here in California was able to give me a comparable competitive rate and the closing costs, NO POINTS. no trick, no gimmicks fees are about $3,000 less than Pen Fed. I withdrew my application with Pen Fed and now I get a surprise charge of $74.75 on my credit card for a Mortgage Fee. What a disappointment and I have always had the belief that all credit unions were better than banks.....not this one!!!! Go elsewhere for really transparent rates and fees!

Published at 8 years ago

Weve been with PenFed for over a decade now, and theyve been pretty good to us. Dealing with their brick and mortar branches can be a minor PITA at times simply because there are SO many customers waiting, but dealing with online or on-phone customer service is pretty good.

Published at 8 years ago

Published at 8 years ago

Bank is ok, been dealing with them for over 30 years. Loan dept is a total wreck. You will never get the advertised rate, it will take you twice as long to close, and the frustration is worth looking elsewhere

Published at 8 years ago

Once again Penfeds fraud department, which will deny a $20 charge for socks, has allowed well over a thousand dollars to be stolen out of my account, and is doing nothing to fix the situation.

Published at 8 years ago

Very rude staff and poor customer service. As a financial institution servicing military families and civil servants, the service is shameful.

Published at 8 years ago

Limited parking at the front door but plenty of parking spaces very close to the front door of this location. Customer service is EXCELLENT!

Published at 8 years ago

Published at 8 years ago

I have to say this is a great bank, I have been with them for at least 10 years they earned every star. But fair warning the lines are long but they assist each and every customer with precision and respect like I havent seen at any other bank. I have never had a bad experience with PenFed ever.

Published at 8 years ago

best staff

Published at 9 years ago

Published at 9 years ago

Friendly staff, convenient. Limited parking

Published at 10 years ago

Not very nice people, they make not so nice comments and jokes about customers after they leave.

Published at 11 years ago