PenFed Credit Union King Farm Blvd, Rockville

PenFed Credit Union Reviews

• H

  Holly Staley
  1

  If zero stars was an option this credit union would get it. I open my account. A month or so later I go to use my card for the first time, declined. I call in and talk to a rep. I'm asked question after question to verify I am who I say I am, then asked if I am making this transaction against my will (that made me laugh) I told the person no, they put me on hold and then ask it to me again once they have taken me off hold. Then I am told my card is good to go, I attempt to use it again and it is declined. Then I am told it is an invalid card. I call back and talk to someone who said they don't understand why my card has been frozen. Meanwhile my step brother tries to deposit a check into my account for me. Instantly they freeze me entire account. I try to call and the phone just keeps hanging up on me after the introduction. A week later I get an email saying I am no longer a member. I continue to try to reach out. I even went online to get assistance, I receive an email back saying that I am no longer allowed to make deposits or transactions and if I would like to end my membership (already was told it ended) and close my account that I could respond to the email saying so. Now remind you, I just set this account up, not even 6 months in, heck doubt it has even been 2 months in... I respond telling them to close my account and just send me a check for the $25 in the account....I get an email back saying that they can't assist me with this matter at this time and to call them!!!!! *FACEPALM* I AM SO DONE WITH THIS BANK, I don't know what kind of business you are trying to run but you have lost a customer and I will be sure to tell all my friends and other people not to bank here. WORST EVER!

• L

  Lisa Brown
  1

  They made a mistake when reversing a fraud charge at the same time they were converting from one accounting system to a new one. They put the charge back on my account and 6 months later I still cannot get anyone to actually fix it or that knows what happened to actually call me back. Their customer service reps are very low functioning and seem completely untrained. Always several transfers to someone else that I then have to re-verify with. They are a nightmare to deal with. Their banking system and mortgage/equity line system are now completely separate and don't talk to each other at all. In order to make a payment on my equity line I have to create an external payment account on their mortgage system. They also changed my equity line account number and are reporting both accounts as if I have 2 equity lines with them to the credit reporting agency. I have made multiple attempts to dispute this but to no avail. They say "it's right". They are completely incompetent.

• P

  Paul Bernstein
  1

  This review is not specific to the Rockville branch, but my experience with the PenFed organization overall. I recently established a "Premium Savings" account with PenFed, in response to WAPO ads featuring an interest rate 15 basis points higher than my previous institutions rate, plus the availability of1%/15month CDs. Over a period of about two weeks I transferred a portion of my savings to the savings account, and also purchased a CD. Last weekend when I attempted to log in to my account, I was unable and received a message that access was blocked, and to call a customer service number. This was on a Saturday afternoon. When I spoke with an agent I was told that the account had been flagged and access blocked due to possible fraud activity. I was informed that the fraud department was closed over the weekend, and I should call back Monday morning. I asked if my funds were secure, and the only information the agent would provide is that I "had an account," and suggested that I "have a nice weekend." For all I knew at this point, my savings account had been hacked and emptied. Calling back on Monday, I asked to speak with the fraud department, and was told that I could not be connected, but an email would be sent to that department, which I was told was very busy, and I would have to wait for a call back. This agent was apologetic, and did advise me that my funds were secure. I asked for either the fraud department or a manager to call me back as soon as possible so what ever was an issue could be resolved and I could regain access to my account, and the funds in it. About an hour or so later, I received a call from a PenFed manager (not fraud dept.). I was told that something in the way I had made deposits to my account had caused the account to be flagged, and that the fraud department would have to review the account and the origin of the funds I put on deposit, and that this would take 7-10 business days. I was told that pending this review there was nothing I could do. Essentially, I find that PenFed has taken my savings for a period of time that they control, and if I don't like it, too bad. Once my account access is reinstated, I plan to transfer all funds out of PenFed.

• j

  john smith
  1

  Place is a joke all the locations and over the phone customer service. Never can get a hold of their fraud department. I work odd hours and they close at 459. Save your time and money and do not open accounts here. Held on to deposit for 3 months

• N

  Norman M. Wereley
  2

  The rates advertised for car loans on the website are teaser rates and not available even if you have a great credit rating. I have been a customer for 30 years but PENFED is not what it used to be... it used to be a consumer friendly credit union... PENFED now behaves like a standard bank. Time to move on ...

• B

  Beth Krause
  5

  I had a very pleasant experience at the King Farm branch. I went in to get the funds disbursement of my auto loan that had been approved online. I worked with Mary Johnson, who was very helpful. She made sure that I got the best rate possible. She also referred me to another employee when I asked about mortgage options. Marie was also very helpful, giving me the basic information I would need to apply for a mortgage and what kinds of options I could expect.

• F

  Filip Basta
  1

  Zero stars. Lost 2 hours of my life there. People working in there don't know anything

• A

  Amir M
  1

  I had good experiences with refinancing one of my loans with PenFed many years ago so I was excited to potentially work with them again for my new home mortgage application. Unfortunately, customer service this time was one of the worst I have ever experienced and I would not recommend working with PenFed. I called PenFed multiple times asking to speak to someone about a new home mortgage. Each time I was told all representatives were busy and that they wanted to take a message and have someone call later. I informed the operator that it was a time sensitive matter and she promised that someone would give me a call back by the end of the day... unfortunately I never got a call back after leaving multiple messages! After encountering horrible customer service over the phone, I tried going into the bank branch in Rockville. I walked in and the employees were all talking to each other and did not make any attempt to help me (no one else was in bank other than 3 female employees). I then had to interrupt their conversation for help. I asked to speak to a loan officer in regards to home mortgage application. The response I received was “she is not in right now.” No attempt to help me get in contact with her or when she would be back. I left the PenFed bank branch without any answers or help with my mortgage needs. About 2 weeks after multiple phone calls and visiting bank branch in person, I get a text from a PenFed representative asking if I am still looking to buy a home. I attached a screen shot of the message. I responded by saying that it took 2 weeks to get a response from the bank and that I was not interested in working with PenFed anymore. Look at attached screenshot of message for his reply. In summary I would recommend staying away from PenFed because of their horrible customer service and lack of respect for customers. There are so many banks in the DMV area that will bend over backwards to make sure you are taken care of! I went with M&T and had a wonderful experience!

  Response from the owner

  We are so sorry to hear of your dissatisfaction with our service. We’d like to talk with you about your experiences. Would you please email us at [email protected] with your preferred contact information?

• V

  Val Fleming
  1

  I applied for a loan on a single dwelling with two unit. We had a $10k. Deposit on the property and had to close in 45 days or less. I spoke with Rocky Casillas about the loan. He was very cavalier about the fact it had two unit and was sure it would close in 45 days. He told my wife it was not a big deal and it would get approved. My loan processor Bernadette Water was informed that we had 10k on the line and took actions to ensure the loan was moving forward. She even took leave in the middle of the transaction and did not pass our loan packet to anyone just left it on her desk. After approximately 30 days we contract her and her manager Dannekah Roberts to request an update on the appraisal. They claimed the appraisal was ordered but the appraisal company was taking there time. Their sure incompetency would leave me to believe they forgot to order the appraisal. Lastly after telling the loan would close and me putting down another non refundable 10k, Bernadette informs me the loan can be approved due to it having to unit. Her nor her manage would answer the phone following that and neither of them offered another option. Bernadette knew on Friday before I place another 10k deposit that the loan would not be approved and did not inform me of that. This is the biggest mess I have had to deal with and it will lose me $20k. I understand it is not a lot in the bank world but it is a lot for a person work a 9-5 who is trying to do better. NONE of these people cared enough to even try to help. PENFED you need to do better for your customers.

  Response from the owner

  Hi Val, we're sorry to hear about this experience. We'd like to have our Mortgage team look into this. Can you please email us at [email protected] with your preferred contact information?

• H

  H Garti (Hmg)
  1

  Horrendous experience by inefficient and misinformed bankers. PenFed apparently is trying hard to hold on to people’s deposits. At a time like this, SHAME! Went in to make a withdrawal from a savings for a wire received YESTERDAY during banking hours! Wires COST $$$ because they are meant to be FAST! I failed to ask the sender for their bank information, which the operations manager required as she needed “to verify the wire wouldn’t be rejected”. A transaction that should’ve taken 15 mins TOPS, ended up keeping me inside the location for over 30!!! Save yourself the hassle and bank elsewhere. Oh, I USED TO MANAGE BANKS FOR 6 YEARS!