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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 |
I am beyond frustrated with my VA refinance process with PenFed. I started this process in February; provided ALL documentation required; had appraisal, water test, termite inspection in the middle of this pandemic; provided all VA documents and then SILENCE until June. I emailed and called weekly to get updates on our loan. No communication. When I reached back out to our originator and then started reaching out to our loan processor's manager, I was told our loan officer was out of the office unexpectedly, and she would cl... read more
Business response:
We appreciate the opportunity to address your concerns. Thank you for considering PenFed for your mortgage needs, and for making me aware of your situation. I apologize for the lack of communication from my mortgage team during the processing of your application. We strive to provide our members with the superior service they deserve. This includes maintaining open lines of communication during the entire mortgage process, and keeping you informed of processing issues. We appreciate the complexities that accompany purchasi... read more
I'm in the process of buying a new home and selling my current home. The buyers for my current house are using Penfed. Pended has been processing the buyers lone for almost 45 days with a close date of July 23. As of today with both realtors, my lender and the closing company contacting Penfed for an update on the loan status. Penfed will barley return any emails or phones calls and when the do they state the loan process is in underwriting. They refuse to inform any of the parties if the appraisal has come in and will not g... read more
Business response:
We received your Better Business Bureau review on July 23, 2020. We appreciate the opportunity to address your concerns. Thank you for making us aware of your concerns, and we apologize for any inconvenience you experienced due to delays in our member’s application. Unfortunately we are unable to locate the application in question with the information provided in your complaint. At your earliest convenience, please contact our Mortgage Department at 800-970-7766. Although we are unable to provide information on our members’ ... read more
As I write this review, I am overwhelmed. It seems that many of these reviews written reflect what I and my husband are currently going through. We put in an offer on a home a couple of months ago. Initially, our loan officer initially was absent and we struggled with receiving any communication back with even simple questions. Our buyers agent even shown frustration as he had to deal with the lack of communication when an offer was on the table. The sellers agent even suggested that we were playing games! We got past this a... read more
Business response:
We received your Better Business Bureau review on July 27, 2020. We appreciate the opportunity to address your concerns regarding your current mortgage application. Frequent, clear communication of document requirements and application status is imperative to successfully complete the loan process and is our service standard. We deeply regret this was not the case in your situation. You wrote a message to our Chairman of the Board regarding this concern also. Please refer to his response for further details. We are confident... read more
DON'T USE THIS LENDER. I've been selling real estate for over 16 years and in all of my experiences with mortgage / lenders this one was THE WORST. They caused buyer and seller $$ for not closing on time(16 days late) due to the incompetent employees not doing their job and simply not communicating at all. They were to THE FINAL DAY on the lock in rate. It took myself, the buyers agent and the title company a lot of extra effort to get to a manager to get things moving. It's impossible to get anyone on the phone much less re... read more
Business response:
Dear Dana Ford, We received your Better Business Bureau review on July 20, 2020. We appreciate the opportunity to address your concerns. The processing of a mortgage includes important safeguards intended to protect PenFed members. Clear, frequent communication is essential to the timely completion of this process, and I am sorry you feel this was not the case during your application. Unfortunately we are unable to locate the application within our system using the information provided within the complaint. If your client an... read more
DO NOT USE THEM! They were horrible to work with. They took a ridiculous amount of time to review and process my refinance request. Their communication was terrible and I spent a lot of time following up. They rescheduled my close date 7 times, When i reached out to the closing officer, they didn't care, provided little information or just didn't respond. I often heard from the title company that my date had changed and then had to call to find out what was going on. My loan officer went on vacation and forgot to tell me. So... read more
Business response:
We received your Better Business Bureau Review on July 17, 2020. We appreciate the opportunity to address your concerns. Thank you for considering PenFed for your mortgage needs. The processing of a mortgage includes important safeguards intended to protect PenFed members. Clear, frequent communication is essential to the timely completion of this process, and I am sorry this was not the case in your situation. Our Mortgage team conditionally approved your loan in June, and you confirmed on subsequent calls with your Process... read more
AVOID! At a minimum...BEWARE! I entered into a 30 contract to buy a home. PenFed gave me a great loan rate and stated they could meet the contract requirements. HOWEVER!! On day 21 they did not provide the Loan Confirmation Letter as required in the contract. Leading up to day 21, my Agent and I constantly contacted the Loan Manager and Loan Processor to ensure the Letter was sent. They hardly answered the phone or emails. But when we finally did receive a response, we were brushed off and told it would happen...it never did... read more
Business response:
We received your Better Business Bureau review on July 13, 2020. We appreciate the opportunity to address your concerns. Thank you for choosing PenFed for your mortgage needs, and for making me aware of your situation. I apologize for the lack of communication from my mortgage team during the processing of your application with us. We strive to provide our members with the superior service they deserve. This includes maintaining open lines of communication during the entire mortgage process, and keeping you informed of proce... read more
I cannot get any of the phone numbers to work for customer care. we only received one of our credit cards and I need to double check on the other one however I cannot talk to a person. I am concerned that the institution is not being run well.
Business response:
We received your Better Business Bureau complaint on July 8, 2020. We appreciate the opportunity to address your concerns. We are very sorry to hear of your trouble reaching a PenFed representative. We are working to increase our staffing, which should reduce the wait times to reach our Member Service Representatives. Even during these unprecedented times, our ranks are rapidly growing, and we expect you will notice the improvements if you attempt to contact us again. We hope you are enjoying the benefits of your PenFed Po... read more
I do not know what to say. I have been with Penfed for many years and I find their bank accounts, credit cards and auto loans amazing. Never had Any issues what so ever. Great rewards and customer service. My first home I did not use penfed but for the second I did and the pre approval and initial loan officer was great but once it got to the processor It was a nightmare. Calls are never returned and emails are never answered. For two weeks I kept emailing to ask what documents I still owed them since they asked for the same... read more
Business response:
We received your Better Business Bureau review on June 26, 2020. We appreciate the opportunity to address your concerns. Let me begin by saying thank you for considering PenFed for your mortgage needs, and for making us aware of your situation. The processing of a mortgage loan can be lengthy and complex. Clear, frequent communication is essential to the timely completion of this process, and I regret you feel this was not the case in your situation. After reading your concerns, my Management team reviewed your application... read more
BEWARE PENFED FOLKS I started a refinance first week of March, Its now June 23rd and I have no idea when i'll close. I have emails with processor and supervisors that show a consistent lack of any professionalism. The original close date was 15 May. It took me months to get any response and once I did, I scorched the processor and his supervisors for their lack of professionalism, not doing their job and not providing updates. WHERE's THE COMMUNICATION. I need the refinance to close before a new purchase with close date 15 J... read more
Business response:
We received your Better Business Bureau review on June 25, 2020. We appreciate the opportunity to address your concerns. The processing of a mortgage loan can be lengthy and complex. Clear, frequent communication is essential to the timely completion of this process, and I regret this was not the case in your situation. After reading your concerns, my Management team reviewed your applications and we provided coaching to all representatives involved with the handling of your loans. I am pleased to know both of your applica... read more
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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