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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 |
My ex-husband's son has able to use my address, to a newly constructed home. I've never shared my address with my ex-husband, nor should a credit union arbitrarily attach an address to anyone's account. There should be some manner of proof required for someone opening an account using a specific address. As a Veteran, former Pentagon employee, and current Federal government employee I called PenFed to remedy the issue, explaining my address was in no way affiliated with the person holding the account. I advised that they sho... read more
Business response:
We received your Better Business Bureau review on February 20, 2020. We appreciate the opportunity to address your concerns. We appreciate you took the time to leave a review about your PenFed experience. Your feedback is very important to us. We regret we were unable to resolve this issue during your recent call to us. We are extremely careful about providing personal information to non-members. We hope you understand our cautious stance. We request that you email us at comments@penfed.org and provide further details. Ple... read more
The worst financial transaction I have ever been a part of. I am a Realtor and own investment property. We have refinanced and purchased many homes over the years and this was by far the worst customer service I have ever received in a refinance or purchase. This is a simple no cash out refi with high credit scores and w-2 income. We are on day 105 on our refi that was a 60 day lock. We signed and "Closed" 10 days ago but have since had 2 simple auditing issues that should have been caught in underwriting before final loan a... read more
Business response:
We are sorry to hear of your dissatisfaction with our service, and appreciate the opportunity to address your concerns regarding your recent mortgage application. We understand you contacted our Supervisory Committee with your concerns prior to issuing your Better Business Bureau complaint. We hope the Committee’s response was helpful and brought resolution to your situation. Thank you for considering PenFed for your mortgage. We value every opportunity to assist you with your financial needs. Sincerely, SVP/Chief Admini... read more
Terrible customer service. Very long hold times, high interest rate for top tier credit. I HIGHLY recommend avoiding doing business with this company
Business response:
We appreciate you took the time to leave a review about your PenFed experience. Your feedback is very important to us. We offer multiple credit cards, some focusing on rewards and others on low rates and fees, and encourage you to consider a different credit card type if your current PenFed card does not meet your needs. I recognize long wait times are inconvenient. We are working to increase our staffing which should reduce the wait times to reach our Member Service Representatives. Our ranks are rapidly growing, and we e... read more
I CAN'T BEGAN TO TELL YOU THE RUDNESS I BEYOND WORDS, I HAD A LAWYER FRIEND LISTEN IN AND HE WAS IN SHOCK. I BEEN ON HOLD A HALF A DAY LIED TO FORM AGENTS SAYING THEY ARE SUPERVICERS AND ARE NOT. THERAN MY CREDIT AND I HAVE PERFECT CREDIT AND NO ONE PRCESS THE PAYMENTS AS TH3EY SHOULD AND IHAT3E THEM AND WANT TO CLOSE MY ACCONT.
Business response:
We received your Better Business Bureau review on January 8, 2020. We appreciate the opportunity to address your concerns. I am sorry to hear you are disappointed with the service you received when calling us. We understand you spoke with a Supervisor on January 3, 2020 who processed a payment, explained how they are posted, and skipped your January payment to bring your account current. Your next payment is due February 24, 2020. I hope the skip payment and explanation provided by the Supervisor were helpful. Thank you f... read more
We've had this card for at least 6 years. Great for cash back on gas. As an authorized user I'm not allow to get unblocked if you've locked yourself out. They won't call the primary account holder. He has to call instead. When he did call the excuse was that the fraud department doesn't work on Sundays. Their website does not state that at all. Going to try another card or stop using them. I have enough cards anyway.
Business response:
We regret you had difficulty contacting us to unblock your online account access. We would like to speak with you about your concerns. We attempted to contact you on December 20th and left a voicemail. Please follow up with us at your earliest convenience so we can resolve this matter for you. Sincerely, PenFed Credit Union
Confirming what others have stated, this bank is a nightmare to deal with. I ended up with them after my other credit union was taken over by them. Here are just some of the issues I've encountered: - Messed up a wire transfer for a home closing - Made an error that resulted in hard inquiry in my credit account for no reason - Rude customer service My husband is a veteran and I thought they were an organization that prioritized veterans and their families but it is clear they are not. Very disappointed.
Business response:
Thank you for bringing your concerns to our attention. We are sorry to hear of your dissatisfaction with PenFed. We are aware your recent calls with us did not provide you with the best-in-class service you deserve, and we have shared your feedback with management so they may provide additional training and support. We understand our Underwriting team spoke with you to address your additional concerns. We hope you are pleased with the outcome of that phone call, and we look forward to continuing to earn your membership for ... read more
For 20 years I've been a loyal customer of Penfed. I've financed cars, refinanced home several times, took line of credit, etc. Never had this horrific experience I had the last time I tried to refinance my home. Something happened to these people. For a month they delayed my loan because they gave wrong phone number to the appraiser and completely ignored her emails informing them that she cannot reach me. On the closing date there were no documents available for signing. After short investigation we found out that they did... read more
Business response:
We received your Better Business Bureau review on October 24, 2019. We appreciate the opportunity to address your concerns. We regret we did not provide you with the superior service you deserve, which includes maintaining open and consistent lines of communication during your mortgage application process. We realize the pressures that can accompany refinancing a home, and regret the delays added to your concerns. We are pleased to know your mortgage closed on Friday, October 25th. Though we wish your experience had been ... read more
Subsequent to a recent substandard incident involving my experience as a credit card holder for close to 20 years (that was ultimately substantiated by multiple PenFed employees on multiple levels), I initially invested further time and energy appealing to management for concessions that would better help me restore damaged levels of trust and confidence I believed to be both reasonable and consistent with my level of harm. However, aside from eliciting profuse apologies from PenFed employees throughout the chain of command,... read more
Business response:
We received your Better Business Bureau review on September 30, 2019. We appreciate your thoughtful assessment. Our fraud prevention measures have allowed us to detect and prevent millions of dollars in fraud losses. These losses are borne by the credit union, and as a member-owned organization, this means a direct loss to our membership. Our goal is to provide our members with account safety and security, while limiting undue embarrassment or inconvenience. Thank you for taking the time to discuss your experiences in deta... read more
I am deeply sadden by PenFed. I've been a loyal member for several years and have never had not issue. Now, that I applied for a home refi loan it seems as though they are completely oblivious to customer service and communication that we as members deserves. I have never conducted business with a bank or credit union that don't want to service their members. At this point, I think I'm going to pay off my auto loan with one payment and move my money to Navy Federal where I'm being treated white glove service. Shame on you Pe... read more
Business response:
Dear Member, I’m pleased you chose us for your home refinance but disheartened to learn of our lack of communication. Our mission is to be a worthy financial partner and it is imperative we engage with you at the first point of contact. As challenges arise, our leadership team is tasked to take ownership and provide the personal service you deserve. I understand you spoke with a Mortgage Resolution Ambassador on August 8, 2019 and hope you feel your feedback was heard. We are currently experiencing higher than normal volu... read more
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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