PenFed Credit Union,

201 Franklin Avenue, Scranton, PA 18503

"The fact that the credit union moved and I did not receive any kind of notification is pretty sad. I drove by the new building today by accident and it doesn’t look like there is a drive-through but the website says there is a drive-through so I’m not sure. I looked around for parking and I’m not sure where you’re supposed to park. As other people have said, you can’t talk to the credit union local branch, you get the Penfed 800 line, and I have to hope that i will get assistant. I guess I will have to resort to using the Stroudsburg branch that is well hidden and difficult place to find but has a decent parking lot and drive through. I honestly think Penfed is trying to get rid of the Scranton and Stroudsburg branches. Furthermore, please don’t insult me by using your canned response, I don’t intend to discuss it any further with you on the phone. Shame on you people for not ensuring a smooth transition to the new facility in Scranton."

"Wasted time and gas money to go down to deposit money into the atm after hours for it to spit back out every single bill I had. Did not accept any of my money and kept spitting it back out. Not first time i dealt with this either. What a terrible credit union. Definitely 0 stars"

"Been with them since 1992, great Credit Union. Nice people work here."

"I have been with this credit union for 20+ years since it was Tobyhanna. It changed locations, changed to Valor and then changed again and ended up being PenFed. I've stuck it out but at this point I'm done. They recently changed locations AGAIN and as a long time member I didn't receive a single notification. I had to find out by going to the old location w/a sign on the door. They've repeatedly changed their hours and are now open 9-5p M-F and Saturday 9- 12p. Of course making it during the week is not an option as most people work during these hours. The new location has no drive thru and the atm is located inside the building leaving no access after hours. I tried going during my lunch break and waiting in like for 25 minutes with the line not moving at all as there was only one teller. I tried again on Saturday, only for them to have a sign posted on the door at the new location that this location is temporarily closed. This is very poor customer service and they are operating more and more like a bank instead of a credit union. Save yourself and do not bank here."

"I'm glad I received this survey. I hope PenFed will take the time to review my survey and hopefully take proper action to better your services. I was once advised it is a good idea to use a community bank or credit union for auto loans. Earlier this week, I applied for an auto loan and the application process has been very unpleasant. I have never been contacted by a live person to let me know the status of my loan application or to address my concerns. The only thing I receive from PenFed are automatic email messages asking me to upload the same documents that I already have uploaded multiple times in color copies and legible. Every time I upload a document, I'm told I have to allow 1-2 business days for the documents to be reviewed to only receive another automatic email message to upload same documents again. The application process is very slow and lacks direct interaction with the member. To find out the status or the real issue with the application, the applicant has to call. As a new member, I don't find your loan application process customer friendly nor efficient. I can't possibly recommend to a friend or family member based on my experience."