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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 |
Worst Fraud department ever... I have been trying to get my $6,000.00 back from when a Pen Fed deposited my check even though the name on the check did not match the person who deposited it. Pen Fed doesn't answer Chase's request for information. Chase now closed my claim. This has been going on since March of 2021. Every time I call customer support they say someone from the fraud department will call me and not one call back after 8 phone calls. I would never recommend using Pen Fed for any type of banking.
Business response:
We are sorry to hear of your recent experience with us. We are committed to ensuring satisfaction with every interaction. We regret the service provided was not more positive.
Penfed took over our loan. The documents were wrong we’ve now paid all 66 payments yet we’re still showing a balance owed we’ve been trying to correct this for over six months with no resolution. They have the worst customer I’ve ever seen
Business response:
We are very sorry the transition of your loan to PenFed was not the effortless process we intended. Your experience is not reflective of the excellence we wish to provide to our members.
Applied for a loan, they closed my existing card, causing my credit to dive even further down - in the middle of COVID. Paid the card off in full, but they refused the check, causing a late fee to get charged. They reversed this charge a month later and I had no way to review my account as I had closed all my online accounts with them after paying off the account. THEN, they sent me a paper statement - charging me a $1 fee for this. I then get an email a MONTH later, that I have a payment due. I call in and find out it's a $... read more
Business response:
We are very sorry the quality of service you received from us did not meet our standards. We always want your experiences to be positive, and we regret they were not.
First and LAST time user of a Penfed Auto loan. I received the loan, but have taken multiple documents to my nearest branch 50 miles away. Now my 2.39% interest rate is 14% because out of nowhere six months later they say I am missing a signed document (130-U). I believe I will refinance my vehicle with another institution. Very poor experience. It's a wonder they are in business.
Business response:
We are very sorry for the difficulty in receiving the required documents. It should be a seamless process. We regret your refinance process was complicated and you were unhappy with our service.
I have been with PenFed for several yrs now. I enrolled in autopay so when they did an update on their system, it kicked me off of autopay. I didn’t know my payment was late until the credit reporting companies started sending me notifications that there was changes to my credit reports. I called PenFed and asked them to stop reporting this on my credit. They said they would fix the issue but it’s still being reported which is now affecting my chances of trading my jeep in on a new one.
I have been a PENFED customer for over 10 years, so was very disappointed with the mortgage lending process. Chronological review: 1. Asked for a home loan on Aug 24, 2021, waiting a considerable amount of time to talk with a loan officer. Loan rep never got back with me after initial encouragement. 2. Called toll free number and discussed with another loan officer. However, he worked for the 1st loan rep and claimed it was on file and he's to work. 3. After waiting another two weeks, re-engaged and talked to a new rep from ... read more
Business response:
We are very sorry to hear of your dissatisfaction with the processing of your home loan, and the constant delays you faced. We understand the importance of accuracy and clear communication and regret we did not provide you the service you deserve.
A few months ago PENFED took over my used auto loan from Aspire Federal Credit Union. At the end of October, I woke up to a $2900 current balance and $2900 minimum due on October 2021. I went through my e-mail notices, letters sent to my home, and nothing, absolutely nothing showed that my next payment due would be my total loan balance. I logged in 2 days before my due date and saw the large balance. I sent an electronic message through PENFED secure portal site and I also phoned. After speaking to about 4 representatives, ... read more
Business response:
We are very sorry to hear about your experience. We understand the importance of clear communication, and service, and we regret we did not provide that to you.
I have been a customer for about a year now. I have a personal loan with them and a checking account. They extended an amazing loan opportunity for me when other credit union or bank in my area won't, Penfed is located outside the state I live in but they still approved me for a loan. The loan they provided helped me stand on my feet and I will be able to pay them off early because of domino effect that happened after loan approval. They also help waived an NSF fee on my account when an issue occurred with my mortgage compan... read more
Business response:
We are so delighted to hear such wonderful compliments. Helping our members do better is what we strive to do, and it certainly looks like we fulfilled our promise in your case. We appreciate your kind words!
I trusted this bank to stand behind my transactions if there was a problem, they are not, they won't stand behind you in a dispute even if you have the proof the merchant was wrong. I gave them the proof and they told me it was a civil matter, how can a contract that was broken become a civil matter, the merchant didn't perform the services I hired them to do as well as they destroyed some of my property while they were moving it and delivering it. Be aware of using your credit card from this bank if you think you may need t... read more
Business response:
We are very sorry to hear you had problems with a merchant, and you suffered damage to your property. We take dispute claims very seriously, and there are a lot of factors that go into whether or not a claim will be granted. We apologize we were not able to refund you the money, and we certainly understand your disappointment.
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 open now. It will close at 4:00 p.m.
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