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March 2024 by Sandra Cannon
Great service
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February 2024 by Robyn Craft
Do NOT trust Penfed!!! I wish so much I had never heard of them!
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December 2023 by R Matthews aka RJ
Originally they were pretty good. But once they get you hooked in and on a loan different story. They make up new policies as they go along which is disappointing. Even when I did the car loan. They charged an amount which I don't think anyone else would have. Payment history even if great doesn't matter.
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December 2023 by Saila Sanderson
My car payment was due 11/22 and is now 2 weeks late because of PenFed. I changed banks and I tried adding my new account online manually and electronically with no luck. I’ve tried doing this twice and both times their system failed to connect my new account. I tried emailing customer service TWICE since 11/22 and I’ve gotten NO REPLY. I then tried using the automated phone system to pay my bill with a new debit card and it will not let me use a new payment method. WTH?! Then I just tried calling their customer service line and the chick who answered, first of all, clearly hates her job. Second, she told me their system was down and I need to call back. I told her my issue and asked if anyone was going to email me back. All she said was “I don’t know.”THE BEST PART- they’ve charged me a $30 return check fee which I’m definitely NOT PAYING! What a joke of a company! Planning on taking my car loan somewhere else asap!
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November 2023 by Ron Johnson
Informative, friendly and professional staff at local FWB branch office are extremely helpful in making important financial planning decisions concerning their services.
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October 2023 by Caleb Berry
The customer service representives are incompetent. I’ve called 3 times on a simple issue. Please train on active listening! I communicated my issue CLEARLY! I kept being transferred. Finally, the last rep kept repeating what I already stated! Listen and resolve the call. A 2 minute call turned into 20 minutes. Dreadful.
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September 2023 by John Durko
ATM NEVER WORKS, plus this is the only location within 100 miles. Pitiful excuse for customer service and the ATM maintenance man should be fired. There's no excuse for this subpar service.
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August 2023 by Tamara Penn
On Tuesday, July 18, I had an appointment with Gelin Ducati, Financial Center Manager at Pen Fed Credit Union in Shalimar, FL. I had great apprehension over how to restructure mine and my sister's accounts, so there would be sufficient NCUA insurance coverage on all of our accounts.Gelin was very kind and compassionate regarding my concerns. She assured me that together we could find solutions, and then proceeded to do so. Gelin helped me review our accounts to determine what action needed to be taken. In addition to giving me her time, she demonstrated incredible knowledge of the various options available and was able to clearly and patiently explain each one.Gelin exhibited expertise, proficiency, and attentiveness to detail. She was personable and authentic throughout our transaction and demonstrated the utmost respect regarding my situation. I know Gelin is extremely busy and has responsibilities for other customers as well as managerial duties. The time and energy she invested in addition to her ability to go above and beyond what anyone could possibly expect distinguishes her as an invaluable asset to your company.I left the branch with one less burden and confident our accounts with Pen Fed Credit Union were secured and appropriately structured. Words cannot express how much it means that Gelin was willing and able to provide relief. I wanted to take a moment and recognize the outstanding manager she is, as well as the primary reason I will continue to be a loyal and satisfied customer of Pen Fed Credit Union. Today, it seems businesses are geared more toward bottom line profits instead of genuine customer care. We could all certainly benefit from more “Gelins” in the financial service arena.Best regards,Tamara Penn
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April 2023 by Riley Lyons
One of the WORST companies I have ever been/done business with. This company sent my title to a 3rd party (DMV for State change) (which they say is not allowed), but sent it to the wrong address using regular USPS mail. Now my title is lost in the mail, they have screwed me over for getting my car registered before leaving for basic training, and I am extremely upset. Managers won’t do anything, no problem solving was achieved, and I’m left with my vehicle being at risk of being towed due to their inability to spell or professionalism. Do not get a loan here. Stay away! FAR FAR FAR away
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April 2023 by Breanna Andrews
I have had a lot of issues with this company. They do not communicate across departments, and blame different departments for the reason of an issue. They also blame other departments for reasons they cannot explain changes in the payments due. There is no communication, and they hlcannot even explain to me why my payments went down and then back up. I got behind and caught up, but I am still paying extra for something that should still be resolved. Very disfuctional company! I am very unhappy with the situation.
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March 2023 by Rashunda Ford
I have no complaints, however they have serious training issues and lack of documentation. I am disappointed about my temporary hardship, being told one thing by multiple representatives, to being told the truth 13 people later. People who are struggling and honest do there best to live paycheck to paycheck, but telling the people who are honest what they want to hear is awful. Pen Fed you need to do some extensive training.
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August 2022 by maggie wilson
My experience with PenFed has not been a very good one. We opened an account with them with over $20,000 between our checking and our savings account. We went to trade in a car that had 27,000 equity in it for a car that was $40,000 and we asked PenFed to finance the difference. Although our credit score is not the best at 675 they turned us down. Over 4 years ago we had a bankruptcy and during covid we had one late payment which was only 11 days late on a credit card and they said that's the reason they would not finance the difference. I thought credit Unions were supposed to be different and there to help their members not shoot them down every chance they get. We ended up going to Bank of America and were approved immediately. Really disappointed in PenFed.
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August 2022 by David Fitzpatrick
I made the mistake of financing a car through Pen Fed. They didn't process my payment properly, then didn't call me or notify me in anyway. Then dinged my credit hard. They still never contacted me and I had to call them. They admitted they had entered all of my info wrong (tried to blame me at first but I had a copy of the application). They corrected my information but refused to fix my credit file, they said "we only correct for accounting errors not data errors". They then lied to the BBB and said they had mailed notices, but they never entered my correct address until I called (which the supervisor now denies). This is a horrible place to be avoided at all costs. The teller working at the branch when I went in to pay off the loan ( so I will never have to deal with them again) was very nice and apologized and said she has had many complaints come out of that division.
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July 2022 by George S.
Been with them for years. No problems Staff is great . Polite and Efficient.. George.
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June 2022 by James Lashley
Bought 3 pick trucks through PenFed , no problem ! They were 1% cheaper than Navy Credit Union !
