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PenFed Credit Union
- Credit Unions
- Louisville, KY
About this business
Our mission isn't simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, but to also encourage. We exist to usher their dreams into the land of reality. And that's why we strive to provide consistently Best-in-Class rates on car loans and home mortgages. In addition, our portfolio of award-winning credit cards offers incentives and innovative features that our competitors find hard to match.
Location details
1101 Grade Ln, Louisville, KY, 40213, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:30 a.m. to 4:00 p.m. | |
| Tue | 8:30 a.m. to 4:00 p.m. | |
| Wed | 8:30 a.m. to 4:00 p.m. | |
| Thu | 8:30 a.m. to 4:00 p.m. | |
| Fri | 8:30 a.m. to 4:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
I received a call from their official phone #. The person said they were in the fraud dept. Ask me about bogus charges supposedly in FLA. Said they knew they were not legit. Said they were sending me another card and it all sounded real! The card never came. When I tried to log in to their portal, I was locked out. The customer support agents were of no use. While I was on the line with an 'agent' I received another call from the 'official' #. I merged the call when the person "Daniel" said he was from the fraud dept. When I... read more
Business response:
We’re very sorry to hear of your negative experience. We understand the urgency of all situations involving fraud, and regret our communication did not help alleviate your concerns. We strongly encourage you to work with Member Services at ************ to report this fraudulent activity as soon as possible.
PenFed is the WORST financial institution I have ever worked with! The customer service representatives are completely clueless and truly speak like they do not care about your experience. I worked with them to obtain a vehicle loan for over a month! Mind you, my credit is 800+ and my income is completely fine to obtain ANY sort of loan. The fact that this institution does not do ANYTHING to work with their customers is beyond me. Could not wire funds to dealership, could not overnight a check, and could not provide any sort... read more
Business response:
We’re very sorry to hear of your negative experience . Our communication with you should always be professional and instill confidence. We strive to provide our members with the highest quality assistance, and we regret this was not demonstrated to you.
Worse bank I’ve ever dealt with. Every time I’d call I’d get a different response about what to send and where to send it. It took months to get my tax exemption situation straight for my mortgage. Lost a job a few months after closing. Filled out the hardship application like I was told by the bank and was told to provide just about all the documents you need to get a mortgage loan plus more. Had to write letters of explanations for accounts not in my name but showed up on my bank statements. This process went on for weeks ... read more
I have tried 6 times to upload forms to change one of my beneficiaries. Every time I do, I am told I am missing another form. Not one customer service person knows what they are doing. Everyone tells you something DIFFERENT. I AM GLAD I see the new customer service before making another certificate. It’s sad how uninformed the employees are. They were GOOD years ago when I became a member.
Business response:
Thank you for sharing your feedback. We’re sorry to hear of the difficulty you’ve experienced updating your beneficiaries. Our communication with you should always be clear, consistent, and accurate. We regret we have not provided you with best-in-class service you deserve.
Very disappointed in Penfed. In February 2022 I decided to get pre-approved to buy a house. With a 280K pre-approval I got a house using the 1099 income used on the application. I got a house in May 2022 $250K and optioned it for $3,000 to start the process. I paid an appraisal of $650.00 and a week after the closing date they told me that they cannot accept my income because it is not W2 and they wanted my employer to change my form of payment. Why didn't they tell me that they didn't approve the 1099 deposit from the begin... read more
Business response:
We are so sorry to hear of your negative experience. We regret we have not provided you with the superior service you deserve, which includes maintaining open and consistent lines of communication during your mortgage application process. We appreciate you taking the time to share your feedback, which allows us to make improvements for the future.
Pen Fed Credit union is the worse bank . Everyone tell you something different when calling. I tried to open up 2 accounts for my daughters underneath me this is now week 4 and still no account open . They keep saying they never received the uploaded document when I sent them numerous of times . Horrible bank stay away I would give no stars if possible. Customer service is horrible shit down already .
Business response:
We’re very sorry to hear about your negative experience, and regret the service you received did not meet our standards. Though we wish your experience had been more positive, your feedback allows us to identify areas in which we can improve, and we appreciate you sharing it.
Worst experience ever. I’m a loan officer, over 10 years in the industry, and I have never seen or experienced such a miserable loan process from start to finish. 1) they requested the same documents a dozen times. As I mentioned above, I’m a LO, I sent them everything they needed on day 1, all PDFs perfectly scanned and perfectly labeled (this helps tremendously with processing efficiently). 2) it would take weeks to hear back from your loan officer and the processor. Communication is key in a smooth mortgage process. This ... read more
Business response:
Thank you for sharing your feedback about your recent application. We regret we did not provide you with the superior service you deserve, which includes maintaining open and consistent lines of communication. 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.
If i can give them no stars, I would... First rep was amazing. Accommodating, asked the right questions, clarified what's to be expected, and possibility I'd have to pay for an appraisal. Second rep 2 WEEKS LATER, who lives in Arizona, says I'd be guided to the final stages with conditional approval. All my docs have been submitted since day 2 of the process, and an appraisal is required....$200 more than what I was quoted! Asked for a phone call...we started emailing back and forth. Asked for a manager to call...silence. Sh... read more
Business response:
Thank you for sharing your feedback. We regret we have not provided you with the superior service you deserve, which includes maintaining open and consistent lines of communication during your HELOC application process. Feedback such as yours helps us to identify areas in which we can improve, and we are committed to restoring your confidence in PenFed, should you allow us that opportunity.
Completely unprofessional, hidden fees, unresponsive and if they are then they constantly transfer you to someone else
Business response:
Thank you for sharing your feedback. Our communication with you should always be professional and instill confidence. We regret that was not your experience. Your feedback is an excellent resource, and we use it to improve our products and processes.
Frequently asked questions about PenFed Credit Union
How is PenFed Credit Union rated?
PenFed Credit Union has a 1.2 star rating with 205 reviews.
When is PenFed Credit Union open?
PenFed Credit Union is closed now. It will open tomorrow at 8:30 a.m.
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