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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 regret choosing to get a mortgage with PenFed. They can’t seem to link my or my partner’s member account with our mortgage, and we are unable to pay online, see our loan balance, or see our statements. We’ve called them four times in the past three weeks to try and get this resolved, and every time they say “wait five business days” or “wait three business days” without actually fixing anything.
Business response:
We sincerely apologize for the problems you’ve encountered with your new mortgage. We understand the importance of properly managing a home loan. The service we provided to you is not indicative of our standards, and we regret the inconvenience and frustration it’s caused. We’ve asked management to review your file.
Save yourself time and frustration. Go elsewhere for your financing. Even for a higher interest rate. PenFed is an absolute nightmare. We began our application in mid to late August this year for financing an investment property. By August 21st, we had set up accounts with PenFed as required, submitted all the documentation they required, and had received our pre-approval letter. We expediently submitted all of the documents they had requested shortly after that. Their portal said we were all caught up and all documentation ... read more
Business response:
Hi Kevin, we are so sorry to hear of your negative experience, and for the continued delays. We strive to provide best-in-class service for all our members, and we regret this hasn't been demonstrated in your case. We have forwarded your information directly to our mortgage team to review. Thank you for providing your feedback.
Horrible customer service! They put you on hold for literally hours and after you get someone they can’t help and want to transfer you back and place you on hold for another few hours. I WAS PUT ON HOLD 3 times and never got help!! VERY UPSETTING! This has constantly been the case when calling. Most Agents seem to be miserable, rude, unwilling to help Without care.
Business response:
Hi Daisy, we are so sorry to hear about your negative experience. We are currently experiencing unprecedented volume that is contributing to wait times, and we recognize how frustrating these delays can be. Feel free to send us an email at comments@penfed.org with the name and phone number on your account so we can further address your concerns.
Not a good choice when considering as a lender. We applied for an investment property loan from PenFed in August of 2020. We initially talked to them via phone and were relatively impressed with the apparent willingness to work for us. We were instructed to start a savings account for each my wife and I. We did so expediently despite the multiple issues we had navigating their website. We went through their check list of things to provide them for the application and provided them with each document they requested in an expe... read more
Business response:
Hi Kevin, we are so sorry to hear of your negative experience, and for the continued delays. We strive to provide best-in-class service for all our members, and we regret this hasn't been demonstrated in your case. We have forwarded your information directly to our mortgage team to review. Thank you for providing your feedback.
Dealing with Penfed has been the absolute worst. I was referred to them for a mortgage from my realtor, and they couldn’t complete the closing on time for a 45 day close despite telling me all along we were “on track.” Then, after I finally close, they deduct a mortgage payment from my bank account which wasn’t due and without my authorization. After three plus hours on hold and multiple phone calls, they told me they would overnight a check to refund the money they stole (because they apparently don’t have the capability to... read more
Business response:
Hi Christopher. We sincerely apologize for the negative experience you've had. We strive to provide best-in-class service to all our members, and we're so sorry this has not been demonstrated to you. We've forwarded your concern directly to the mortgage team to address. Thank you for providing your feedback.
This has been by far the worst experience I've had when it comes to a lender. The communication SUCKS. Its like pulling teeth to get a response or a phone call. Ive been waiting for a phone call from my loan processor since October 1, today is the 8th. I shouldn't have to have my loan officer email her a few times along with CC'ing her supervisor on an email and still not getting a phone call back. She had the nerve to email me and disregard me clearly stating in my email to call me. This is ridiculous. Every time I call Pen... read more
Business response:
Hi Cory, we are so sorry to hear of the delays and issues with communication. We strive to provide best-in-class service for all our members and sincerely apologize this has not been your experience. We appreciate your feedback and have forwarded your concern to our mortgage team directly for review and response.
PenFed's HELOC process is abysmal. We initially applied at the start of August and while communication wasn't the best, it took a few weeks to get through to actually being processed. I just attributed that to all mortage/loan companies being really busy in this current environment. However, the true pain was only beginning. We finally arrived at the time for an appraisal. Initially they attempted a drive-by appraisal. Local realtor showed up and walked our property for about 15-20 minutes. Then heard nothing back for a bit ... read more
Business response:
Hi Todd, thank you for submitting your feedback. We sincerely apologize for the negative experience you had. We strive to provide best-in-class service to all our members, and we are sorry this was not demonstrated in your situation. We are evaluating every step of our process to determine where we can improve, so we greatly appreciate your review.
Like so many others, I am a good customer (over 3 years) and right now on hold because they misapplied my last mortgage payment. A clerical mistake on their end that has caused erroneous late fees (i always overpay the loan and on time). To correct their mistake, I messaged them about it on their Penfed customer portal. No reply. So now I am on hold and they are driving me nuts, probably on purpose, with their on hold message. Succinctly, there is a 15 second product pitch, followed by precisely 20 seconds of music, annoying... read more
Business response:
Hi Michael, we are so sorry about the longer-than-usual wait times to reach our mortgage team, and we assure you we are doing everything we can to assist all members quickly. Thank you for your feedback about our hold recordings as well. We are always looking for ways to improve the experience of our members.
I am currently the seller in a vehicle purchase transaction. The buyer was approved for a loan with you on 9/11/20. It is now 9/25/20 and there is no sign of the loan check. The PenFed Member called customer service and they told him that it takes 3 to 5 business days. It’s been more than double that time frame already. We are going on 2 weeks already and probably another week of waiting incoming. It’s absolutely ridiculous. Why would you send a loan check using standard mail? The member called them again and told him to wai... read more
Business response:
We apologize you have not received your check. Unfortunately, we are not able to share our member’s information with a third party. Please ask the PenFed member to contact us directly. We will be happy to assist them in resolving this matter.
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 on Monday at 8:30 a.m.
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