PenFed Credit Union - Corporate Office Reviews

Pentagon Federal is unresponsive For the second time in 30 days, Pentagon Federal Credit Union blocked my online access. Their agent claims that the reason is that I am using a VPN. I've used VPN since 2020 and the problem just happened this month. Pentagon Federal gives no warning email or text. They instantly locked my account on the first login from my personal PC at home. No other financial institution of the five I deal with has an issue, only Pentagon Federal. I tried the phone banking system. I only receive a circular menu. Their ChatBot says that bank-by-phone is unavailable. Last night, after a 45 minute call to unblock the account, an agent assured me that it was unblocked. They hung up. I tried, the account is still blocked. I am travelling this weekend and will have no access to PFCU for any banking. They don't seem to care enough to even schedule a phone call with me less than two days from now. This is not helpful. I've been a customer for over 10 years. Date of experience: June 04, 2025 Update: 5 June 04. Received a reply that my email was not trusted any longer because of attempts to access my account. Found that my bank-by-phone wasn't working. Agent also mentioned that I should try that again in an hour. I did, it didn't work. June 6, 2025 Called during my lunch break. Another 25 minute or so phone call. Another agent graciously decided that my account could be unlocked. June 21. During all this confusion, I forgot about their mistake that I had to pay money for. Penfed experienced a delay with my loan documents in March to the point where we were over 21 days to register the vehicle and it was affecting our travel plans. Their agent said they would expedite with FedEx and PenFed would pay the $20.00 fee as I had requested the documents some time earlier. Then, a few minutes later, the next agent I talked to "managed my expectations" and told me I would have to pay the expedited fee for the paperwork they failed to complete in a timely manner. They said they wouldn't send them if I didn't pay their fee. Of course, I had to pay or not be able to keep the travel plans. When they were only Military, I received good service. Their security protocols were still over-the-top but things could usually be resolved in under 15 minutes. That standard is gone. When they told me something in the past, it happened. Now, I pay for their delays and lose hours on the phone with lockouts that were not an issue for the last 10 years. Every time I talk with them, they complain that my wife of 17 years, a military spouse, has access to my account and this is a terrible thing. Their security agent told me she needs her own account. So she got her her own account but it still doesn't allow her to manage the joint account finances or even see the credit card that has her name on it. Their explanation is that she is lucky to even be able to log into anything, being just an "authorized user." So, if I am travelling supporting the DOD, I now need to always be in a place with good internet/or cell signal because they will automatically block my account if they suspect I am not logging into it. They even block me when it's my own home computer. Pentagon Federal drastically cut their hours, even for account lockouts. When I call after 7:20 PM, they simply refused to work the account as they had me on hold until 8PM. Their agent said the account was unlocked, but nothing their agents say to me anymore is solid. Their car warranty Route 66 deluxe plan has been disappointing. I am paying $1500.00, the entire cost of an oil cooler replacement this week. The car dealership was surprised and called Route 66 twice due to the nature of the repair, but oil coolers (this is not an aftermarket part) are simply not on the list of engine parts covered. The Route 66 Deluxe plan also won't pay for any diagnostics, any hoses or lines, or any electrical component except a minimal battery replacement stipend.