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March 2024 by cassandra kelly
My husband and I just applied to refinance his car loan together. They seemed to be highly rated and the process seemed straight forward. After we got the entire loan approved, our credit got dinged from the credit inquiry, we got a payoff letter from his current loan company, and all we had left to do was sign to finalize the loan, they tell me that they actually can't complete the loan and the entire application is useless.I say I don't understand. Well they charge you $5 to be a "member" and my husband became a member (because of the loan) and I'm not....okay? Sounds like a money grab but whatever,I guess I can just become a member? Nope. The entire application is now useless and we would have to start the entire loan application process all over again. Because they got a "new system" that gets confused when one person is a member and the other isn't. So I will take my loan elsewhere and I will go to a local credit union and try my luck.Update: after reaching out to a local credit union that credit union is giving us a 2.25% lower rate. So I guess it was a blessing in disguise
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March 2024 by Janine Parks
Very easy to navigate
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March 2024 by Elizabeth Carrero
Got a good offer through mail. Wanted to give it a try. Excellent customer service
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January 2024 by Alismari Maldonado
Easy process of requesting a service online.
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December 2023 by Herman Sims
I had an excellent experience.
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November 2023 by fulltank3
Friendly personal service as well as good rates.
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October 2023 by Claire M
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.
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October 2023 by Mike Francis
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
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September 2023 by mary jenkins
Been with them since 1992, great Credit Union. Nice people work here.
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September 2023 by Urica Carver
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.
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September 2023 by Ed Traigis
One heck of a thing when your credit union moves to another location and doesn't even let it's members know.
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August 2023 by Nits
Tara was so helpful for opening account.Thank you so much Tara.
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July 2023 by Valeria Andrade
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.
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June 2023 by 1mickjagger
Horrible service. they only have one person working the drive-through waiting on customers and doing her work on the computers and told me the manager knows she is the only one working there at the time. very sad.
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June 2023 by Helen Ziegler
Horrible customer service. Will steal little fees here and there and if you call them out they refuse to fix it.
