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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 Amanda W.
Before my total loss I would have gotten an additional loan with this bank. I called in AUGUST for information to give to the gap insurance company so I could get my loan paid off as my insurance company had already paid 18k towards my pay off. I didn't get any documents until mid September after calling and calling. ALSO im still required to make the monthly payments towards my car even though the 18k should have given me some leeway. I am still dealing with gap to get my car paid off in October and won't see a payoff until HOPEFULLY November. Now they want to charge me for insurance, from the time my car has been totaled, as well. You expect me to not have a vehicle for 3 months while I still pay on a car that had been scraped for parts in August plus insurance? The answer I received in letting them know I have another vehicle to pay for was "that's not our concern you still need to make your payments the 18k was a ONE time payment".... Yes, because I had 18 thousand dollars just sitting around to make a ONE time payment. You all have some backwards way of dealing with total loss and your GAP coverage. But I guess it's not your life not your money not your stress. if you have a total loss and have pen fed car loan ask your insurance agents to send you the check so you can make those payments because a lump sum doesn't give you time to get gap paid off.
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October 2023 by Aloha G.
They suck. Lost my car title TWICE, and 1.5 years they still haven't adjusted my interest rate. This last time, they sent the title back (they said) To SOME WALGREENS IN TUMBUK4. Seriously. Cannot make this stuff up. Congressman in 3 states (military travel) is next one my list of letters to write. Ridiculous! Supposed to be helping military people, not jacking them up,. Yeah no wonder I'm in collections. PenFed jacked up my interest rate over 15% higher than agreed!
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August 2023 by Zelalem Fisseha
Customer Service is horrible . Thought this would be a good place to open my accounts and refinance my car but the lady who supposed to help me her name is Mary (karen) and she told me I don’t have any credit I asked how, she can’t even explain it and, I ask for the manager and she never called the manager for me she was rude and I asked her to try it again and she said it went through now. And she still put my name wrong and didn’t even say sorry and the whole staff is racist if you know what I mean so I would recommend my brother and sister to get the hell out out of this branch.
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August 2023 by Dre
Signed my name on the member service side. The next available representative took the next person he saw sitting down without going thru the list. I had to argue with the representative that I was before the person he called and asked why he wasnt checking the list. Then he tried to brush it off and rushed me thru my transaction. I complained to mgmt on my next visit and they told me that the guy no longer works there or was fired. I come back another time and saw the same guy working. Not only was I lied to but they dont hold their employees accountable for their bad customer service.Line is long as they consistently have ONLY2-3 tellers with no available help. ?
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July 2023 by Paula L.
Great credit union! I've been with them for over 25 years and bever had a problem. I recently applied for a personal loan and was approved. Funds were in my account the next afternoon!
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June 2023 by L L.
Pen Fed Credit Union posts payments to your CC and accounts in their own slow time. They purposely hold your payments, even thought they are days deducted from my bank, so they tie up your credit line and you can't make additional purchases. They do the same poor pratice with transferring money , making your funds unavailable for 5 business days. PEN FED, get some computers to process your transactions in an expedient manner. They just don't want to pay their paltry rewards on the CC. I can not recommend this credit union. POOR customer service that takes forever. Look eleswhere, we plan to.
