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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 experience with PenFed as new customer, with an auto loan with them has been quite disappointing. Whatever happen to the slogan 'the customer is always right'. So I got an auto loan from Ped Fed and a month later I start getting all this letters from them demanding that I provide proof that they are the lien holder on my car title, mind you the title was already sent to them a week after I got my car. I got on the phone with them numerous times, having gone and called the DMV several times to confirm that they were indeed... read more
Business response:
We are very sorry about the lack of communication and member service regarding lien holder placement on your title. We are happy everything has been rectified, and we hope you will allow us to restore your confidence with ongoing member service interactions.
Constant delays, bad communication with me, did not get agreed closing amount and gave in due to being exhausted by process, coworkers were not on same page, was told to meet with appraiser and took off work and no appraiser showed up, was told I would get discounts and or money back and nothing, signed closing documents twice, manager contacted me and promised timeline of process and money back however he never followed through! Complete failure with customer service! Never been so disappointed with a loan process! Absolute... read more
Business response:
We are very sorry to hear of your dissatisfaction with the processing of your home loan. We understand the importance of accuracy and clear communication and regret we did not provide you the service you deserve.
Terrible customer service. Been a member over 25 years and have nit experienced bad services till recently processing an auto loan. Customer service and loan department not synch’d so received different information. disbursement delayed days by loan department while customer service reported “check is in the mail” and only to get an update needing additional documentation. This was a refinance loan to buyout my leased car and the delay would have caused an extra month lease payment, if I had not switched to USAA who processe... read more
Business response:
We are so sorry to hear about your dissatisfaction of the processing of your auto loan refinance, and that it has caused you to consider closing your membership. We value member service, and always want your experiences to be positive, we regret this was not. We are committed to restoring your confidence in PenFed, should you allow us that opportunity.
HORRIBLE Customer Service!! Harry from PenFed from the Mortgage Refinance department told me he was too busy to tell me the fees that PenFed would add on to the refinance. I cannot believe PenFed has unprofessional people working for them.
Business response:
We are very sorry to hear of your experience. We are dedicated to providing you with the highest quality assistance. We realize this type of experience is disappointing, and we regret we let you down.
Used to love them but something (outsourcing customer service) has gone very wrong there. I did my 3 rd and last mortgage with them because I got miserable service and got ripped off. I have recommended them in the past to at least 4 people but now no one there cares anymore.
Business response:
We are very sorry to hear of your dissatisfaction of the service you received on your home loan. We strive to provide excellent member service, and we regret we did not provide you the service you deserve.
They’re awful! Don’t even think about using these people! I applied for a loan on Monday, approved on Tuesday and the loan was rescinded on Thursday!! I talked to them every day on the phone to find out what procedures needed to be taken to finish the application and receive the cash. After many phone calls to people who all have a different story, I was told on Thursday afternoon that my birthdate was wrong on the application that I filled out, and so they thought I was someone else, even tho they have copies of my drivers ... read more
Business response:
We are disappointed to hear of the issues with your loan application, and the quality of service you received from us did not meet our standards. We strive to provide excellent service each time you contact us. We regret our miscommunication and that this experience left you with an unfavorable impression.
I have never felt this type of treatment in my life while dealing with any credit union that I’m a member of on this planet. Savings account for over a year with PenFed. I recently applied for their credit card which was (approved) upon sending requesting verification documents. Then the application was withdrawn immediately. Penfed claim their reason for withdrawal is due to fraud. Not understanding because all my documents can be verified via the government agencies in which they came. They accused me of committing fraud. ... read more
Business response:
We are very sorry to hear of your dissatisfaction with the decision on your credit card application, and you feel you did not receive the service you deserve. There are many factors that go into our lending decisions we sincerely apologize we could not offer you a loan at this time.
I’m not surprise Pen Fed received a 1.5 rating. I have an 800+ credit score, I’ve been on my job for 25+ years, I’ve been a member for 10 + years, never been late on a payment and somehow I was just approved for a 15.49% APR rate on a credit card. Really….. You’ve just lost me as a customer! I’m thoroughly disappointed Pen Fed! Not a good way to keep customers! Called customer service and they don’t even have understand why they rate is so high.
Business response:
We are very sorry we were not able to offer you the rate you wanted Your rate is determined at the time we complete your application and is based on your application and credit information. We always want your experiences to be positive, and we regret they were not.
Great rate on a refinance, but it took about 65 days to close for a very simple mortgage. I was expect something more like 14 days. I responded to all inquiries within hours, but then wouldn't hear anything back for weeks.
Business response:
We are sorry for the length of time it took to refinance your mortgage. We understand the frustration that it caused. We are happy you ended up getting a great rate, and hope you have a better experience going forward.
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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