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PenFed Credit Union - Corporate Office logo

PenFed Credit Union - Corporate Office Reviews

Rated 4.7 based on 8364 Reviews

7940 Jones Branch Dr, Tysons, VA 22102, United States

Banks Tysons

Published on
July 10, 2025
Last updated
July 10, 2025

Reviews Summary

Overall sentiment toward Pentagon Federal Credit Union is mixed, with strong dissatisfaction observed in multiple reviews, particularly regarding unresponsive customer service, account lockouts, and communication issues. Some reviewers describe experiencing lengthy delays, unresolved technical issues, and sudden policy changes, especially related to security protocols and loan servicing. However, there are isolated positive comments noting efficient, personalized assistance at branch locations and by select staff members such as Homa and Gabrielle.

Common feedback centers on the responsiveness and professionalism of staff during in-person visits versus the inconsistent service experienced through digital or remote channels. Frustrations include unexpected account blocks, difficulty reaching support, limited branch access in specific regions, and a perceived decline in service quality over time. Loan processing and resolution for complex account matters tend to be time-consuming. While some value is seen in loan rates and payment flexibility, customers are wary of appraisal practices, insurance settlements, and procedural clarity.

Based on these reviews, Pentagon Federal Credit Union holds a reputation for strong in-person branch service but struggles to provide reliable, accessible digital support and consistent customer care. In regions like Puerto Rico, logistical and service shortfalls are especially apparent. Overall, PenFed is perceived as dependable for personal support but inconsistent in its broader customer experience.
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What Customers Are Saying About PenFed Credit Union - Corporate Office?

exceptional service provided by both the branch manager (Homa) and the staff

From start to finish, my experience was seamless

Their dedication and professionalism made this experience exceptional

Gabrielle took excellent care of my immediate needs

loan representatives were very helpful

Trustguide extracts key phrases from reviews about PenFed Credit Union - Corporate Office and sort them by sentiment. This gives you a quick view of what customers consistently praise or raise concerns about—without needing to read every review.

Satisfaction Score

Based on the set of reviews used to generate this report, it appears that 20% of PenFed Credit Union - Corporate Office's customers had a positive experience.

Positive
20%
Neutral
10%
Negative
70%

PenFed Credit Union - Corporate Office Ratings

5

As of Based on 8364 revies as of Jul 10, 2025

PenFed Credit Union - Corporate Office Score

20%

As of Based on 8364 revies as of Jul 10, 2025

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Customer Reviews

As of Jul 10, 2025, 8364 customers have reviewed this business and rated it 4.7 Star out of 5. Trustguide conducted an in-depth analysis of PenFed Credit Union - Corporate Office's publicly available reviews View source

Andrew rated PenFed Credit Union - Corporate Office 1 stars
Edited 2 weeks ago
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.
Ismael Martinez rated PenFed Credit Union - Corporate Office 5 stars
4 months ago
I recently had the pleasure of visiting the PenFed branch to finalize a car loan, and I want to commend the exceptional service provided by both the branch manager (Homa) and the staff. From start to finish, my experience was seamless, efficient, and genuinely pleasant. The team demonstrated professionalism, knowledge, and a true commitment to customer satisfaction. The branch manager ensured that all aspects of the loan process were clear and well-explained, addressing my questions with patience and expertise. The staff members were courteous, attentive, and proactive in assisting me with the necessary paperwork, making the process smooth and stress-free. What stood out most was their personalized approach. They took the time to understand my needs and worked diligently to provide the best possible financing options. Their efforts reflected a strong customer-focused culture, and I truly appreciated the ease with which everything was handled. I would like to extend my sincere gratitude to the entire team for their outstanding support. Their dedication and professionalism made this experience exceptional, and I will gladly recommend PenFed to anyone seeking reliable and customer-friendly financial services. Thank you again for a job well done!
Saleem Mohammed rated PenFed Credit Union - Corporate Office 5 stars
4 months ago
My customer service experience last week was outstanding. Gabrielle took excellent care of my immediate needs, and her service encouraged me to open up a new checking account.

Frequently Asked Questions About PenFed Credit Union - Corporate Office

Does Pentagon Federal Credit Union support efficient in-person loan servicing?

Yes, several customers experienced efficient and professional service when finalizing loans at PenFed branches, especially with proactive and knowledgeable staff. Personalized support is often mentioned as a positive aspect of branch visits.

How responsive is PenFed's remote customer service for account access issues?

Multiple reviews report frustration with phone and online customer service, including long wait times, unhelpful responses, and repeated account lockouts. Digital and remote assistance may not resolve access issues promptly, especially after business hours.

Does PenFed have branch locations outside the mainland United States?

PenFed operates some branches in Puerto Rico, but customers there report long wait times and crowded locations. Availability and service levels can be inconsistent in regions outside the mainland.

About PenFed Credit Union - Corporate Office

Banks
Pentagon Federal Credit Union (PenFed) is a financial institution that provides a range of banking services, including checking and savings accounts, loans, credit cards, and insurance products. The organization operates through both in-person branch locations and digital channels, serving customers in various regions including the mainland United States and Puerto Rico.

PenFed manages customer accounts, processes loans, and handles payments using a combination of online systems, telephone banking, and face-to-face branch assistance. The credit union employs security protocols for account protection and utilizes a mix of automated appraisal services and manual reviews when handling loan products and property-related services.
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How is this report generated

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Mike, Adam and another 21,516 have joined the waitlist.