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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 |
After seeing other poor reviews, I should have looked at this page before I applied for an auto loan with them. They sent a check payable to the wrong party ("Toyota" instead of the dealership), so I called and spoke with a member services representative who told me that a new, corrected check would be overnighted to the dealership. When the dealership had not received a check a few days later, I called PenFed to inquire as to its whereabouts. The representative I spoke with told me that I needed a promissory note, which had... read more
Business response:
We are very sorry to hear of the issues with your loan check, and we did not provide the service excellence you deserve We always want our member experiences to be positive, and regret that they were not.
Choose another bank for your refinance! First, I reached out via phone call and email several times to have a supervisor contact me and no one ever did. Eventually my loan officer reached out to say the underwriters were still processing the loan and never explained or apologized for the delays. The loan took 5 months to close!!! I always provided all documents within in days but then it took weeks to review then ask for additional documents. This process was a torture. I finally signed the closing documents then it took 10 ... read more
Business response:
We are very sorry to hear of your dissatisfaction with our service, and apologize for the issues with the mortgage application. You received a PenFed Office of the Chairman email today, and we hope that has helped alleviate some of your concerns.
Agree, worst customer service of any credit card I use and I have 6. Waiting for a response for weeks and it hasn't come, seems they've ignored me and it's an important issue. Also received two different answers to the same question from two different people, made two payments of a $1000 each on a balance transfer and they don't even acknowledge payments were made! Their website has always been the slowest I've run across as well. I'd give them maybe a quarter star if I could, that would be my best offer!
Business response:
We are very sorry for the lack of service you have received on your credit card issue, and apologize for the issues you have encountered with our website. We have recently enhanced our login procedures on our website, and we continue to make enhancements, which you may find helpful.
Buyer beware and read the Loan document-they quote you one monthly repayment when you "lock" in your rate. With no rate change monthly payment doubled when I went to execute the Loan paperwork. Not one "customer service" rep cared at Penfed or Credible. Be careful. I would like to give a negative star. The worst experience ever. Sketchy as hell.
Business response:
Hi Kathryn. We are very sorry to hear of the issues you experienced with your loan application. We understand the importance of accuracy, clear communication, and empathy. We always want your experiences to be positive, and we regret they were not.
I took out a personal loan and 3 weeks later still do not have it. I was told that it would be mailed in 5-7 business days, I was then told that the mail was late and to wait a few more days. After not receiving any funds I called yet again and was told that they would stop the check and issue a new one. I waited for a week for said check to be canceled. The communication has been terrible! I had to pay $17 to have the check (that didn’t come) overnighted and then was told it will still take 2 days. THAT IS NOT BEING OVERNIG... read more
Business response:
We are very sorry you did not receive your check and we did not provide better service throughout this process. We are appreciative that you chose PenFed for your loan and have informed management of your experience.
This complaint is in relation to the Pentagon Federal Credit Union Mortgage branch. I filed a mortgage application for a pre-approval which went very smoothly and I was able to speak to a mortgage 'professional', named Allen Ethridge, who was very helpful and encouraging during this process. Things went south quickly from here. I needed to get an adjusted pre-approval letter and after multiple calls and emails to Allen, I received no response. I called in to the Mortgage department and requested a new representative be assig... read more
Business response:
We are very sorry for your experience with your home purchase application. We realize timely and accurate communication is essential during the processing of a purchase loan application, as circumstances can change quickly and there are contractual closing deadlines. We ensured management is aware of your experience.
The worst customer service! Unfortunately this site does not allow for less than one star. First you can’t actually complain. The only option other calling is to leave a less than 2000 character message on the website for the Chairman of the board. I had been a member of the credit union for 35+ years. Two years ago I took a VA mortgage with PenFed. This had issues with the documents as my name kept getting spelled incorrectly. Recently, I took advantage of a refinance offer. The process started ok but, as soon as the proces... read more
Business response:
We're very sorry to hear of your dissatisfaction with our service and apologize for the issues with your mortgage application. We hope the phone call from management and email you received from the PenFed Chairman of the Board helped to assuage your displeasure.
Pen fed was not a problem when I had my auto loan with them. The problem with this credit union started when I refinanced my truck with someone else. My new bank sent a payoff check. It was more than what was owed so the remainder was put in my savings account with pen fed. I transferred that to an external bank . Pen fed fed nearly 10 days later still pulled a $360 payment out for this truck loan I no longer had with them and the worst part is , they say that it never happened even with proof it was debited from my bank acc... read more
Business response:
We regret you feel PenFed would keep funds not due on your loan. We hope you received our July 12th email that explained your regular monthly payment was applied to the loan prior to the payoff. It can take several days for an electronic payment to debit your other bank account. However, the date of that debit is not the same date we applied the payment to the loan. You can confirm the order of the loan payments on your statement or online account history. We hope this response and our email have clarified this matter.
Horrible horrible experience!!! Do not take out a loan here unless you are completely prepared to not receive said loan funds. I took out a loan on 6/23 and signed my loan docs electronically. I was told a check would be mailed to me and take 5-7 days to get to me. I’ve called repeatedly to only be placed on hold and then disconnected. I’ve emailed numerous times asking to have a check either reissued or wired to me and was told in one email they can not stop payment on the check. I guess now I have to figure out what my nex... read more
Business response:
Thank you for choosing PenFed for your loan. We are grateful for your business. We regret you did not receive the check we mailed last month. We sent a new check to you which you should receive shortly. We hope the matter is now resolved and that you give us the opportunity to earn your trust and confidence in our ability to provide you with best-in-class service.
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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