PenFed Credit Union

"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."

"They keep saying I don’t have car insurance and charged me $5000 on my loan for collateral. I keep trying to submit the proof of car insurance and they still say they don’t have it. You can’t just submit it to them you have to submit it through another company. Apparently they don’t talk to each other. When you try to call pended they say it has to go through that other company. I submitted all of this before I even got the loan. They don’t call or email you they just charge your account $5000. Worst car loan company i,ve ever dealt with. No one will help resolve something as easy as submitting car insurance. Ridiculous."

"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!"

"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."

"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"