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December 2023 by Deon Williams
terrible customer service due to the women with red hair and I didn’t get her name cause of the hard time she was giving me and my grandmother. Very weird for their creative lying.
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November 2023 by Kel Booker
I have had my debit card information stolen twice within the past several months, with the second time happening today/tonight. My checking account has been entirely drained once again, leaving me penniless. Also I have been hit with multiple fees for insufficient funds. I've disabled my debit card and reported it to the card services customer service line, who told me I'd have to speak with the bank themselves to revert the charges (although they documented the fraudulent charges for investigation). I cannot do this until Monday now as they're closed for the holiday and there's no expeditious method to remedy this sooner. When this recently happened several months ago, I was told by the local teller that the pending fraud charges would be handled by themselves to save me the trouble of going through calling customer service again (spoiler alert: this did not happen). I was also told that it would be set up to where purchases would not be allowed to go through if there were insufficient funds in my account to cover the expense (this also did not happen). Furthermore, I was not notified in any way about the pending fraudulent charge as I'd requested to be done for all large charges (what a surprise). I only found out my card info was stolen after trying to make a purchase at a gas station and having my card declined. I have been a Pen Air customer for many years but it has sadly become obvious to me that they are not at all equipped to deal with a growing customer base in the face of rampant, ever evolving scammers and thieves. This is far too stressful for someone with a family to take care of, and far too precarious to continue having my employer of 13 years direct deposit my income here.
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November 2023 by Caren (keke)
I have a auto loan with Pen Air, today I chatted with a representative who was very helpful named Blake, however when I later today went to the branch on Pensacola Boulevard the member service representative I spoke with seem to be somewhat annoyed with my questions and not helpful at all. Just a word of advice, if you are going to work with the public attitude key.And also, know your product! I know now why Pen Air has such a low rating. I definitely next year will be refinancing with a different credit union. I will never recommend Pen Air to anyone. Very disappointed!
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November 2023 by caray kemp
Stay far away from these people forced insurance placed in account and thr loan was insured and verified 3 times with my insurance agent. Different people and they don’t want a email trail they wanna speak with the agent thstd fine but then you don’t have a paper trail to go back on. They get everything right and show they have it documented and wanna wait 15 days to credit your account back 7400 dollars. Inside scam with this place making kickbacks and making interest on your money.
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October 2023 by vicki stevenson
I had my credit hacked and they had alerted me toot sweet. I called them we fixed everything and new card on the way. But I can't give 5 stars because the card will have to keep those fraud charges on the account once they post for about 60 days. They had ample proof of the hack but tell me they can't touch it until it posts? Correction they removed all fraud charges. Thank you PenAir!!
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September 2023 by Bill T.
Terrible customer service. Quoted me a great loan rate with my excellent credit score(over 800) on a new vehicle. Filled out the application, gave them everything they requested...no loan and no real reason only BS. Wouldn't talk to me on the phone, you read that right, would not talk to me and explain...really!!! Stay away from them!!!
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September 2023 by Faithisbeliving B.
I can say each time I talk to a representative on the phone they was nice and also when I needed a question answered they was patient and didn't not rush me off the phone
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August 2023 by Jen J.
Once upon a time I loved this organization. I will be moving my banking to another now. Have now had my debit card shut down with out warning several times due to what they have determined to be "fraud". Also have been traveling out of the country after having notified them in advance and had my card shut down. Up until a few years ago they were very member oriented and I felt that they went above and beyond to accommodate. This is just not the case any longer. Currently on the 17th day of waiting for a new card to arrive as I am working out of state and they once again discovered "fraud" on my account. I can say that the only actual fraud that has ever occurred on my account was found by me, as I check my account often, and it was a pain to get them to reject it from my account.
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August 2023 by Alicia W.
I had the worst experience with this bank. I have two checking accounts one was overdraft and the other was fine. These people at the bank emptied my saving and my son's saving acc because he is underage I opened his account so they took all of his savings and closed his account saying they were trying to get money that was owed even though it was my son's saving account. I emailed these people at the bank and called and no one cared about what was going on my account. It is not even overdraft a month and they closed all my accounts and left me with negative savings. I will never join or recommend this bank to anyone in my life. The teller in the branch has attitudes ( the branch is near to Sams)and discusses other members and each person you talk to about your situation is telling something you sign something and have no knowledge of what they are talking about. Even after asking for a payment plan they still went and closed my account with my out my knowledge, only to wake up with a closed account and cancel cards.
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July 2023 by Tess L.
I banked with Pen Air and still do and never had a problem with the bank, and their security system is top-notch. Everyone at Gulf Breeze was professional, and I enjoyed going to that branch.
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July 2023 by Pepper Culpepper
Went in to the airport location with my deceased fiance's father in law who is 92 and doesn't have the first clue about how to close out his deceased wife's IRA to get his money. Also, since both his wife and son recently passed, dad specifically stated in his will that he wanted his assets & money to be split 50/50 between me and his only remaining son. Never had any issues at any other banks adding beneficiary information. Navy Federal let me handle EVERYTHING for dad because he can't hear well. Plus dad leaves all the decisions up to me now. Anyway, they put the WRONG NAME on the beneficiary forms so when we went back to fix it at the 9 mile location, they acted like we were trying to pull the wool over their eyes. They said I needed to prove I changed my last name. I NEVER HAD DAD'S LAST NAME BECAUSE his son and I were merely engaged. THEY put my last name down incorrectly. Then they made us wait in an empty office FOR AN HOUR without explaining why, only to be told that they had to now involve the risk department. FOR WHAT? You guys made the mistake! Plus, my SSN and DOB are listed clearly on the form, so it's not like I'm some random person off the street trying to get dad to add me to his POD form! It's very simple, YOU messed up the form, YOU fix it. You don't make an elderly man wait for an hour and then tell him he'll have to wait for a phone call now because you've gotta involve Risk Department for a mistake YOU MADE. THEN TO MAKE MATTERS WORSE, THEY LOCKED US OUT of online banking! Never in my life have I seen such poor communication and complete paranoia. I get that elderly people are taken advantage of all the time, but all you need to do to verify my identity is look at my ID and SSN/DOB and problem solved. I've never seen a bank complicate something so much. We're closing his account and moving all dad's money to Navy Federal where we're treated with RESPECT!
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July 2023 by seadogpirate
bank is wasting members money on logo changes that have made the bank look like a complete joke and can't take it as a serious professional bank anymore and that doesn't give me any confidence that my money is safe. If i didn't have loan with this them I would have already closed my account and moved to another bank. absolutely ridiculous
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July 2023 by Chandler S
Needed help opening an account for my child. Went during my lunch break. No wait! Amanda helped me. She was so friendly and answered all of my questions. Thank you!
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July 2023 by Tim Schossow
This company wasn't willing to work with a disabled veteran on payment plan and instead attempted to make a profit by repossession and sale of the vehicle. Will never do business here again and neither should you!
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May 2023 by Emma L.
Please do not use the credit unit. I financed a car at 20,000 in 2016. I paid on time every month. The car got wrecked and I owed 6,000. It is on my credit as closed and it is back up to more than $10,000. A total rip off!!!
