I applied for a HELOC at the beginning of November and it is now February and we are still at square one. Ive had 3 different loan officers who can only refer me to the loan processor, and I've had 3 of them too! it seems as if the credit union can't keep their staff I feel like I'm being nickel and dime'd to death with requests for documents, then no contact for 2-3 weeks. then another request for documents and the whole process of waiting for 2-3 weeks starts all over. It's now been 4 months. ive recently been referred to the third loan processor and he's apears to be getting somewhere, but we are starting from scratch. So frustrating and I would expect much better. read more

POTENTIAL CUSTOMERS PLEASE PROCEED WITH CAUTION WITH THIS SO CALLED "CREDIT UNION" I am extremely disappointed with my experience with Pentagon Federal Credit Union. I expected a credit union to have a more member-focused approach, but my experience has been quite the opposite. The process has felt EXTREMELY outdated, rigid, and far less consumer-friendly than I expected for a so called credit union. Despite being a member with a strong income and a history of managing my obligations, I found PenFed unwilling to work with me or consider my circumstances. There was no sense of partnership or willingness to find a reasonable solution. What has been most frustrating is that many financial institutions advertise themselves as being different from traditional credit card companies, but my experience has been that PenFed is even LESS flexible. The emphasis seems to be on policies and procedures rather than helping members who are actively trying to manage their finances responsibly. A credit union should be a place where members feel supported, especially when they are trying to improve their financial situation. Unfortunately, I did not experience that with PenFed. I would encourage anyone considering joining to carefully research their customer service practices and how they handle members who need assistance.... Instead of working with members to find solutions, PenFed will make you jump through hoops and the whole process on what it takes to get approved is VERY non-transparent.... Please do your homework before thinking you will be dealing with a member-focused credit union. read more

I am harassed with phone calls from this company every day and weekends. They want me to pay $28 on a gold card I never had nor did I apply for one. I have spent hours on the phone with them and most say they can't help me if I don't give them the credit card number of a card I have never had. They have destroyed my credit rating even though I filed a fraud alert with them. Beware of this company! read more

This has been the worst experience I have ever had with a financial institution. I refinanced my vehicle with Pentagon Federal Credit Union, and the title process has been unnecessarily frustrating from the beginning. My previous lender confirmed that the lien was released electronically, but PenFed told me I had to go to the title bureau and obtain a physical replacement title myself. I contacted the Cuyahoga County Title Bureau and was told that PenFed could have accessed and printed the title themselves. The representative even described PenFed as being "lazy" for making me handle something the credit union could have completed. After making me take time out of my day to resolve the issue, PenFed did not even provide the address that needed to be placed on the title. I had to continue contacting them just to get basic instructions that should have been provided from the beginning. The lack of communication, clear guidance, and accountability has been unacceptable. I should have checked the reviews for this company before refinancing my auto loan with them. I regret choosing PenFed and would not recommend them based on this experience. read more

Penfed credit union is under new management, and it is now a complete disaster. I had three different accounts with them all of which I have closed down. You do not want to do any banking with this organization. It's main focus now seems to be consumer fraud.They contacted me with a threating email concerning a vehicle load I had with them. When I spoke with the state of Pa. MVA I was informed that Penfed knew what they were requesting from me was illegal. I paid the loan off. I have requested a replacement credit card that I was told was"compromised" by them three times but have yet to receive it. Bottom line is this organization is now nothing but a problem. Avoid at all cost! read more

Absolutely horrible experience. My wife attempted to get a car loan from PENFED and we were the run around. Provided pay stubs, great credit score above 800 & great 6 figure salary. PENFED has run my wife's credit numerous times for some reason & still adding more & more requirements & still no approval. Addionally, the advertised rates are a scam to lure you in. You get pre-approved for a full point higher & they do not give an explanation as to why. This has been the most frustrating experience we have ever had in attempting to get an auto loan. I doubt that we would be going this had we been white. Avoid PENFED at all costs. read more

I had a couple of charges to my credit card that I did not make and contacted the fraud dept. Very nasty people on the 2 times I called them. Not at all helpful., just saying I would receive a letter. After calling the regular customer service (where the lady was most helpful and nice) I was told that the fraud dept is a 3rd party service that they use. It's enough to make me think of closing out my account and going elsewhere. read more

Absolute disaster and completely incompetent. The aforementioned duplicate of my equity line that was supposedly fixed 3 years ago delayed the closing of my house sale by 5 days and almost caused the buyers to back out. They refused to make any concessions or even admit they had made a mistake. I have sent messages to their Board of Directors and audit committee and have still received no response two months later. They also accidentally sent another members account information to my title company which they refuse to own up to. They are incompetent and liars. If you value your money and your privacy, DO NOT USE THEM. read more

McLean VA branch staff are excellent! Very knowledgeable and efficient. Ample free parking. Good location !

On April 19th, 2023, I applied for a credit card with PenFed and I was approved. I completed the additional paper work needed along with making a deposit to meet all the requirements. Today is May 22nd, 2023 and I have NOT received my credit card. After numerous calls on: April 28th May 3rd May 10th May 19th May 22nd PenFed can't seem to get me a credit card. This has been the WORST 1st time experience with a credit union. At this point, I can NOT recommend doing business with this credit union. This is not a good way to start a banking relationship. I think I will need to take my business elsewhere at this point. Again, I can NOT recommend doing business with PenFed. read more

Have banked with PenFed for many years and they just continue to go downhill. First, there are no local branches, which was fine as you could deposit checks or cash in other Federal CUs. However, they recently removed this service and now I have no place to deposit cash. Second, their web services are terrible, it was something you put up with because of the benefits, however as those go away and there are even more competitive banking options this is a huge issue. Last, and the biggest issues, I have had their credit card for years now and recently had an issue with a company I purchased from. I was not given the services I paid for and spent months fighting with the company for a refund but they stopped responding. I finally contacted PenFed re the issues and to start a charge back and they refused to take any action or help. Simply telling me over and over to contact the vendor again. If you are thinking about an account here do yourself a favor and run the other way. read more

I've been a member of PFCU for many years, maybe 50 years, and it's the best. Find a location near you or login and bank electronically. Either or both are easy and convenient. read more

So I've been a Pen Fed member probably for 10+ years, interestingly this is my first time ever stepping into a branch. Even though I've had car loans, a mortgage, and a savings account 99.9999% of everything I've been able to do online. When I got married, I tried to update my name online but somehow when I called a month or two after my wedding and thought I had submitted the required paperwork my maiden name was still showing up. (Mind you there are still several things including yelp that I have yet to update in the 4+ years I've now been married). So I had a day off and was running errands in the Tysons area and decided to get this taken care of. So the location is tucked back off of Spring Hill Road, also keep in mind that this particular branch keeps M-F business hours. Although there is a parking garage that is free and they have dedicated spaces for those doing banking at the credit union. You walk in and I was sort of surprised it didn't have the look of a traditional bank or credit union branch with the teller set up. It reminded me kind of like the USAA branch location that was previously in Tysons, but I was able to speak to a person I had to fill out a form again and provided her with my marriage certificate and my current ID that does have my married name. A few minutes later she said everything was taken care of and sure enough later when I logged in my name was updated with my married name. Also I figured I should update my info considering I had an auto loan that my husband is also on with me through Pen Fed (since he's not a member). All in all easy peazy and I'm glad there's a branch that is much closer to me should I need to go in person again. read more

I've never had a worse customer service experience. Multiple times a year their system flags my account for fraud, texts me about it, I authorize the charges, and they still lock my account. The only way to get it unlocked is to sit on hold for 30 minutes, get told they have to transfer you to the fraud department, sit on hold for another 30 minutes, answer a dozen security questions, and authorize your purchases AGAIN. Meanwhile I'm missing out on rewards points and can't make any purchases until I jump through all these hoops. read more

These bastards!!! I always knew they were crap but now it's confirmed!! Their network got breached and they got my social security, address , loan number in sept 2022. This last Sunday I was a victim of identity theft!! My phone was sim swapped attacked and there managed to take control of my phone number. The irony, I get a letter 2 days prior from pen fed about the network breach. Stay away from these SOB!!!! Unless you want to be a victim of identity theft. read more

I applied and was approved for a car loan by Penfed on Tuesday, 10/29/24. Was told that check would be sent out normal shipping which takes about 6-8 bus days. I asked about expedited shipping as I needed the vehicle sooner rather than later and have put a deposit on it. Penfed offers 2 day shipping for an additional $20, I agreed to pay for it with the expectation that I would receive the check Thursday or Friday the same week. I never received the check, its now Monday 11/4/24. I called Penfed today to see if I can pick up a check instead from their falls church branch but i cannot since i signed a promissory note. The rep tried to help but her supervisor was not willing to help me at all. I still dont have my check, am without a car, and I am not getting my $20 back for the expedited shipping because it is not "Penfeds" fault but instead Fedex. The lack of understanding from Penfed has me very surprised. This will be the last loan I obtain from them. Shop somewhere else for your loans, I hear Apple Federal Credit Union takes care of their customers. read more

Have had exemplary service from PENFED, lo, these 42 years. There are credit unions and evvvvvverything else. Credit Unions are the best. They support our troops, any other reason to support them besides that? Have never had a first trust with PENFED but they gave me 25K second which I had, delightedly, for years. Have a signature loan with them, interest rate on the high side, but so convenient. Car loans exceptional, not just the low rate, but the easy access, done online. The check was in hand, next day--before the car was delivered two weeks later. Never had a credit card with PENFED but they have that cash-back feature. Now, this was early 90's---but PENFED administered my daughter's college loan, the grant money went from there. They gave her a $500 credit card line, excellent for an 18 year old with no previous credit. There's a reason why the national financial talkshow host, Bob Brinker recommends PENFED. It's the high CD rates and ease of use. PENFED website is a dream, transfer from outside source accounts, mind your balances, it's all right there. I haven't gone into a branch for years, so can't comment. For me, it's online or telephone, or I make a mail deposit. It's been exemplary service for 42 years, but one thing stands out. When foolish Congress closed the government for 16 days, it was like stopping the escalator filled with people. Didn't have to ask with my phone call to PENFED, they offered...they offered to forego payments I owed until pay resumed, and ---did something I would never have thought of--- I was four payments ahead for car payments. They offered to return it to me. Try that with any auto loan company or even with a small town bank. Like a friend who helps when you're down and out, and most importantly---doesn't wait to be asked, just provides the help. Something I'll never forget....believe it. read more

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I was a loyal Penfed customer for 18 years but would not recommend this bank to anyone anymore. They have completely went down hill. The bank is fine if you don't ever need customer service but anytime you do it will be a horrible experience not to mention if you have a complicated issue it will be nearly impossible to have resolved. Get married and need to change your name? Plan to fill out the same paperwork multiple times and continue to follow up on it until they finally make it reflected in your account. At which point you will need to contact them again for new cards and checks. It simply can't be done together and they just make it so complicated. Have a fraud charge and need a new debit card/credit card. It will most likely take a long hold time but that will be a semi easy process. Have a teller miss type something, it will take several calls, several supervisor elevations and just generally several hours of your time to correct. If you still decide to bank with them, make them provide copies of all documents you complete because they will loose them! read more

Horrible. I would have given 0 stars if I could. I had to have an additional notarized Penfed form completed when I already had a valid notarized POA to manage my mother's account that works at every other bank. First they required another Penfed form, and then they would not notarize THEIR additional required form because I am not a member. Doesn't matter that my mom is. I had to go to ANOTHER bank to get THEIR form notarized. Ridiculous because I had a valid POA already. They were pressuring me to become a Penfed member. Spent 2 hours for something that should have taken minutes. Worth it to not bend to their pressure and become a member of their sub par bank. read more

By far the worst credit union in history that I have ever dealt with. I feel sorry for any military personnel who have accounts here because they deserve better. First I had opened a credit card. Their online credit card services are a joke compared to others in the industry. They will charge you $2 a month to get a credit card statement sent!! Over the course of 4 years that I've been a member, their website has been done over 70% of the time. Today I had to call and their 800# was down. No one had any idea. No one knew that the website wasn't working either. Terrible service as well. I spoke with member services about closing my credit card and I was told that I have to pay the credit card off first before they will close it. Total BS, the credit card should have nothing to do with member savings. After I was transferred to the wrong team by Justin B, I was then told finally that my credit card was indeed closed after I had told them the cards are regulated by visa/mc and you cant hold me hostage to close my account. I had a student loan consolidation through them as well. Bait and switch on the interest rate and then the whole approval process took 2 weeks when I finally was done I moved to another financial instituation who took 30 minutes to approve me and get my loans consolidated. Don't do business with these people, James Schenck should be ashamed of himself for running a pos company like this read more

Pentagon Federal is a first class operation. Even though they're the second largest credit union, each employee has managed to give me personalized and personable service that does not feel rushed or fake. The only complaint I have, and it is minor, is that their Visa Signature card looks a little on the cheap side for a Visa Signature. I'd expect this sort of low-level design on a debit card. But, like I said, it's minor. The best part about PenFed is that you can initiate an external $5,000.00 transfer and the funds are immediately available. If you just opened an account and don't have access to the full $5,000.00, don't worry. PenFed faces fraud and abuse of this feature because of scammers; much like the notorious Timothy Leviton (see arrest mugshots online). PenFed will review your account periodically and raise your transfer limits in planned increments. But, if you don't make transfers, then you might not be considered. Mobile deposits are also immediately available in your account. This immediate posting is also not immediately available, in fact new members can't make mobile deposits. I was previously with an abysmal credit union (NASA) and PenFed is like day whereas NASA is like the nighttime. I appreciate and applaud PenFed's service quality and their good offerings. I wholeheartedly recommended PenFed to any DOD or DOJ employee or contractor! You're all eligible! read more

PenFed Credit Union is the best organization I have encountered. The website is easy to navigate and has always been available. Their rates on savings accounts is great and the interest on my loan is very competitive. I would recommend Pen Fed to anyone. read more

Penfed was once a decent credit union, but since 2007 they have quickly gone down hill. I'm not rating the branch but overall customer service from this credit union. We recently tried to payoff our mortgage because we are refi with Navy Federal Credit Union. If you want a class act credit union go with Navy Fed any day. Penfed is trying to hide extra cost in paying off the loan. Their customer service has gone o the dogs and Penfed should be put out of business. read more

Abysmal customer service--don't respond to questions and can't close a loan on time. In mortgage department, do not deal with Domonic Coleman, Jo Ann Guerra, and Melanie De Sousa. read more

This company is so unprofessional i wish 0 starts was on here. They somehow have your number to contact you every day, all day even text you , but yet they don't make phone calls when they need important information from you.. I sent them my car insurance information ,but yet no one is doing their job correctly. Or they don't put ur information, and because I checked them about how unfair I im being treated and i wrote a bad review about this company already, so they are doing whatever to get more money from me. this company is not a company to invest your hard working money into. they only care about getting you to refinance with them. After that, they take full advantage. I gave them my information for my car insurance , but they couldn't wait to put 5000.00 more dollars onto my car payments with their car insurance without contactinging me and communicating what was happening. This company is not professional they don't care about the customers who are paying for them to be and business. When you get a letter or call run, don't waste your time or money dealing with this company who only see money they don't see you as an asset to helping them. read more

Don't expect customer service from his branch if you are a woman deployed military should be careful if they think PFCU will help you

I have spent the last two and a half hours on hold for the mortgage department to do a simple task...change the monthly payment schedule to a new checking account. Tried to do it unline and ended up somehow authorizing three times the amount..waited for some to answer the phone..finally when someone did...they put me on hold and half hour later disconnected me...call new accounts and they answered in two minutes...Penfed is absolutely the worst finance company I have ever dealt with...been trying to get this resolved for two weeks since first instance....bad, bad, bad read more

Horrible customer service and loan department. I been Banking with them for the past 5 years but in the process of closing all my accounts. I apply for a credit card a year ago and was declined, I decided to call customer service because I know my credit score was excellent, after answering a few questions from the rep, she told me I have been approved for a $17,500 credit limit witch it was great. i just apply for an auto loan to check rates they offer to compare since I already have a secure loan with my other credit union and it came back declined. I call the customer service and inquire as to why the application was declined and the rep proceeded to tell me that is because I have bad credit, which I know is not the case since my credit score is over 750 and I have more on my accounts that what I'm requesting as a loan. I explain to the rep thats not the case since I had just pull my credit and had a copy of it in my hands. He proceeded to tell me that there is nothing they can do base on my credit. I'm actually in the process of closing my accounts with them and transferring all my funds to my other credit union (navy federal credit union). these would be my second car loan with them and they offer me lower rate then what even the dealership could do. I'm disappointed but I had heard from other family members that use to bank with pendfed about the issues with getting a loan through them. Take the comment as you see it fit. read more

I would have to agree with Ionnie 100% on her review. This branch is awful and the customer service is not tailored to the claims they make to be their reputation. When signing up for checking, savings, or a credit card be cautious as the grunts pushing you the forms are nothing but grunts for the upper management and senior board of 12. If your looking to do banking with large amounts I would recommend one with more knowledgeable clerks then their paper pushers. read more