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October 2024 by Tanesha Butler
Branch staff are very pleasant and helpful to members.
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August 2024 by Ruth Huamani. Villa
Always a long line. Never enough tellers especially on the first of the month. Wish someone could go there between end of the month till the 5th of the month.
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June 2024 by Don Williams
I was checking out the “Pre-qualify” option for credit card services with the understanding it won’t pull a hard inquiry on my credit. But apparently, it did pull a hard inquiry. I contacted the customer service and there was zero help. They said I clicked the wrong option somewhere along the pre-qualify application process. Very disappointed in such poor systems and services. Please do a better job in customer service. Worst is even after many phone calls and emails, there was no one that could help me out. Contacting them hoping for a resolution was a big waste of time.
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June 2024 by Walt V
Awful experience here. My mother's ancient email provider shut down, which locked us out of her PenFed account. The staff here were extremely combative to work with on sorting this out, narrowly avoiding calling us scammers (I get why they are on the look out, but c'mon, real people need to get back into their accounts sometimes too) and just plain discourteous in their tone and language when working with us. I would recommend that you avoid this bank at all costs.
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May 2024 by Ed Johnson
This is my PenFed story. I wanted to open a new checking account and I initially chose PenFed because of relatively high ACH transfer limits, and a physical branch nearby.
I did the account registration/creation process online. I had to do phone text verification for the initial registration, then the password reset, then to login again, every login after that, and each time I linked an external bank account. I made initial deposits of $1000 into checking and $200 into savings. Email and phone notifications are all flowing. My checks and ATM cards are on the way. I logged in the next day to validate initial deposits and access is still good. I wait a week. Cards and checks arrive. My plan was to activate the cards and setup direct deposits that day. First step of that was to login again to get direct deposit numbers for the checking account.
I can’t log in and a message says account locked, call this 800 number to unlock. Heavy sigh. I call the number and ask for account unlock. I was put on a long hold while she checked details, then she came back and asked me some questions about when I created the account, then put me on a longer hold. After the second hold, she said I would need to provide more proof of identity using their secure upload site. I would need to provide scans of the driver’s license, social security card, and car registration for both the primary (me) and the joint account owner (my wife). Then wait until the next day and call back on the same 800 number. I followed all those instructions, call back the next day, get to a rep, and give them the case background and upload numbers. The rep says I see all your documents right here, let me put you on hold while I check your case. After a lengthy hold, she comes back and says can you please send us a copy of your phone bill. I say sorry I am on a family plan and don’t have a copy of the phone bill. She says sorry she can’t unlock my account then and since it’s not in my name they need a copy of the bill AND the driver’s license of the person the bill is being sent to. I don’t want to ask him to provide me a phone bill, much less his driver’s license, so that was it for me. Although I’d invested a lot of time and given all my personal info already, I decided at that point to cut my losses with PenFed. I tell the customer support rep this isn’t going to work and can she please help me reverse the deposits and close the accounts. She says “No, I can’t do that.” After I complained about them accepting my money without a problem but now refusing to let me have it back, she said MAYBE if I go into a branch with my ID and explain my case they can help me.
I felt so mad at that point I had to take a minute to try and calm my breathing. Looking back, I realize I was feeling anger, fear, and helplessness all mixed together. I realized how little I could do to access my money, and just how poor and non-cost effective all of my options were for fighting it. Anyway, I agreed to try going into the branch the next day and ended the call.
I went in first thing the next morning. They open at 10:00. Although they still weren’t able to immediately unlock the account, I felt like the branch manager there made an honest effort to clear it up. He even put it on speaker so I could hear it. We had to leave it with an email to the fraud department and a promise that he would follow up the next day. He did just that and let me know the account was unlocked. I was able to log in that day and transferred money out of the account. I appreciated his help, but was past my limit with PenFed already and couldn’t just let it all go. I went back the next day and closed the accounts.
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April 2024 by R W
You won't find one team member at this branch that look or appear to give basic customer service!! Most have been working at this branch 5+ years and have been horrible all this time!! A bunch of lazy lack luster team members work here!! The nerve to consistently move lines at an extremely slow pace but to top it off their hate and indifference for black customers is why I decided to leave a review. After more than 10 years of banking with this branch I will CLOSE my account for good!! DO NOT BANK HERE AT ALL!!
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April 2024 by Mike Carroll
There was an enormous lack of consistency both with overall communication between online information versus branch information and this coupled with unfortunate lack of professionalism from the manager position (Mary) at the Alexandria location(Barclay) led to a horrible auto loan experience. There is a clear divide in overall processes. The online experience was smooth although I received information that apparently was not true according to Alexandria branch. I was already approved for a loan before walking in and I was met with disrespect from the manager position that was completely unacceptable. I felt bad for the other employees/customers. I would recommend training courses but something needs to be done. Moving forward, I will be looking elsewhere for services.
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March 2024 by Felicia Shearin
I have been a member since the 1990s and Mr. Sergio Reyes that works in the Kingstowne Branch in Alexandria VA is amazing. His customer service is the best I have ever seen at this branch. I recommend that he is promoted as soon as possible. You really don’t want to lose such a young gentleman with such superb customer service skills beyond his years.
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February 2024 by Robin McGill
Most of the employees are super. The service is good!
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January 2024 by Freddie Clark
Nice customer service ?
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November 2023 by Vanessa J.
So, I had my 2023 BMW refinanced with penfed in June 2023. Penfed began sending me letters requesting the title. I responded in writing and by telephone that I do not have the title. Months go by and then in November 2023, I get a notice stating that my failure to provide title has forced them to increase my interest rate to the highest interest rate for their closed-end unsecured loans of 17.99%. Excuse me???? First of all, I don't have title and secondly I don't appreciate being threatened!!!!! I call to speak with someone and he gets very nasty on the phone and unprofessional. Then when I ask him not to talk to me how he was, he denies doing anything wrong. Am I not a customer? Am I not one of the people who keep penfed in business??? Is this the kind of service penfed delivers?????I wish I had never refinanced with them.
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November 2023 by Jillian Saltpaw
Pure trash service. I signed my signature card paperwork with all my personal information on it had a lady fill out the information on her computer and I still have not had that paperwork cleared. This is a simple task for a bank to take care of and they still can’t even do that Correctly.LAST TIME I CHECKED, PERSONAL INFORMATION IS VERY IMPORTANT TO HANDLE CORRECTLY. And if this bank can’t even handle a simple task, I can’t imagine the more complicated tasks they so call handle.
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November 2023 by Elaine Anzevino
Very pleasant and patient and solved my problem seamlessly!
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October 2023 by V H.
Cautionary Review of PenFed's loan departmentWe've been members of Pentagon Credit Union for nearly 30 years, and we've had a great experience with their banking services. However, we strongly recommend against obtaining a mortgage loan from their loan department.This is our second time obtaining a home mortgage from PenFed, and we didn't have any issues the first time. However, this time around, the experience was absolutely unprofessional and marked by incompetence.In the beginning, we submitted our loan application through their officer, Adrian Rodriguez. However, we had to file a complaint because he didn't enter the correct information into the system, nor did he advise us of the incorrect information he entered into the system, which hindered us from uploading our documents. Moreover, despite our initial request for a VA loan, he proceeded with a conventional loan. Subsequently, Kim Garcia took over.Despite having solid credit scores, offering over 50% as a down payment on a $397,000 house, a household income of $165,000 with no other debts, and a calculated monthly mortgage of $1,400, we were unable to move forward due to the exorbitant fees imposed by PenFed.Although Kim successfully addressed the initial problem of not passing points and fees by eliminating some optional fees, the issue resurfaced when it reached the processor, Lisa Ramirez. As a solution, Kim suggested that we either make an additional $10,000 down payment, in the hope that it would resolve the issue, or consider switching to a VA loan.Kim explained that the situation was beyond their control, ceased responding to our calls, and assured us that her supervisor, Gabriella Bafidis, would contact us to reiterate the same. Unfortunately, Ms. Bafidis never reached out, which we found highly unprofessional. However, they did respond to our realtor's call, who reminded Kim that changing to a VA loan necessitated the seller's approval.We acknowledge that the issue lies with their processor and underwriter division, but our attempts to reach Lisa Ramirez for a discussion on resolving the matter were in vain. With a tight deadline looming, we had no alternative but to explore other lenders. Surprisingly, we discovered that our loan was so straightforward that most mortgage brokers could process it with ease and offered us a significantly lower interest rate.In light of our experience, we strongly advise against using PenFed's loan department. Our encounter with this department was marked by outrageous fees and a significant lack of competence and professionalism, particularly within the processing and underwriting division. These issues not only created unnecessary complications but also led to unresponsiveness from key personnel, leaving us with no choice but to seek alternatives. We believe that for a smoother and more reliable loan process, it's advisable to explore other lending options that can offer better terms and a higher level of service.
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October 2023 by Jesse P
Service sucks- it’s dry
