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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.
1101 Grade Ln, Louisville, KY, 40213, United States
Get directionsWeekday | 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 |
Been trying to refinance my house since the beginning of July. It's now December. I have perfect credit and it's a simple VA refinance. They jeep telling me it will be done soon, it's in Underwriting. Just got a message today say could take over 60 days more. I've contacted the local News and the VA today about this. I'd give them negative starts. They have all my paperwork for months now. Worst Bank Ever.
Customer Service Feedback - Mary Tang of Canada - Penfed Rewards Program I would like to send feedback regarding my PenFed experience today. Ms. Mary Tang of Canada, PenFed rewards program is one TRUE GREAT ASSET for a company. I am a small business owner and I truly appreciate whenever I receive exceptionally great customer service. It is usually a BIGfactor that makes a business succeed. From a business owner's perspective having the best customer service from your team means more clients thus more benefits for the company... read more
Over 6 months for a simple refi??? All I get is excuses! I provide documents and they sit on them for weeks. They had to pull my credit score TWICE since the first one expired. Now my credit score is impacted due to the 2nd pull. I am losing $$ every day of delay with my current high rate.
Business response:
Hi Mark, we're so sorry to hear of the delays. While we've received unprecedented volume recently, we always strive to provide the best experience for our members. We regret this was not exemplified in your case. Please feel free to send your name, phone number, and the details of your situation to Comments@PenFed.org so we can research the issue further.
This credit union is by far the worst place to get a mortgage loan. They do not return phone calls, emails and they didn't meet any of our deadlines! As a Realtor I work with lenders daily, but this one is by far the worst! Stay away from them if you actually want to buy a house!
Business response:
Hi Robyn, we're so sorry to hear you've had a negative experience. We strive to provide best-in-class service with every interaction, and we regret this has not been demonstrated in your case. We greatly appreciate your feedback.
I'd give them 0 stars if it were possible. Re-fi taking SO long, that it may cost us our real estate deal -- or at least cost us more $ to close it. What a joke. DO not use them -- you're better off with a commercial lender. The extra $ it might have cost would have been a savings to us in the long run.
Business response:
Hi Sarah, we're so sorry to hear of the delays and the inconvenience they have caused. With unprecedented volume, we are working hard to maintain efficiency with all applications. We're sorry to hear this has not been exemplified in your case. If you'd like to provide a bit more information so we can better assist you, please send your name and phone number to Comments@PenFed.org.
Recientemente me relocalize a U.S desde Puerto Rico. Estoy en proceso de refinánciame to de un vehículo para trasladarlo U.S. Para éste proceso, hice una declaración jurada dejando a mi mamá autorizada a tramitar todo tipo de transacción en mi ausencia. Ha pasado casi un mes y a seis días de vencerse el proceso, me dicen que la declaración jurada no es válida porque no aparece en mi cuenta y porque no tengo una Forma adicional. NUNCA, en las más de ocho ocaciones que he llamado me han mencionado tal Forma y creo que es una f... read more
Business response:
Hello Rafael, we are so sorry to hear of any miscommunication and that you've had a negative experience. We strive to provide best-in-class service in every interaction, and we apologize this was not exemplified in your case. To best assist you with your account, and to ensure your mother is added to your account correctly, please call us at 800-247-5626 and a representative will be able to assist you. Spanish-speaking representatives are available Monday through Friday from 7:00 a.m. - 5:00 p.m., and Saturdays from 9:00 a.m... read more
Absolutely the worst experience i ever had...took 3 months to close Amy H***** is the worst manger ever. Michael C******** doesn't communicate and doesn't respond to emails. Robert D****** is a joke ...dont let the good rates fool you....if i could give zero stars i would..
Business response:
Hi Johnny, we're so sorry to hear this. We've been experiencing unprecedented volume, which has contributed to longer wait times. We're working as quickly as possible to assist all members. We strive to provide best-in-class services to all our members, and we apologize this was not exemplified in your case. Thank you for your feedback.
It is harder to reach someone in the PenFed mortgage department than to reach someone at the VA. I have sent multiple emails to mortgageatpenfed.com regarding my escrow. They could careless about disabled veterans. I have also called about half a dozen times and hung up after 45 mins.
Business response:
We are very sorry for the difficulties you've had reaching our Home Loan Servicing Department. You certainly deserve better service from us. We forwarded your concern to management for handling. Thank you for your service to our country and for your PenFed membership.
I can’t believe this nightmare is still ongoing after a month later. If I could give this review a NEGATIVE 100 I would. What a horrible experience with Penfed!!!! For the last 5 years now, I have been a loyal member making my mortgage payments 1 to 2 weeks in advance every month. Then all of sudden last month September 2020. Penfed launched a brand new database system that deactivated the option to allow members the ability to transfer funds between internal Penfed accounts from your savings account to your mortgage account... read more
Business response:
We sincerely apologize for the difficulties you have had with your mortgage payments. We understand how important it is to properly manage a home loan. We regret we have not provided the service you deserved during our system conversion. Thank you for making us aware of your situation. We have asked management to contact you.
PenFed Credit Union has a 1.2 star rating with 205 reviews.
PenFed Credit Union is closed now. It will open on Monday at 8:30 a.m.
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