Terrible customer service as they have not been answering calls. We cant even pay our mortgages properly as they think their automated systems are working. Their responses here have no effect other then PR. I have emailed them several times. They have our name and our contact info. If they really wanted to help, they would give us a call instead of asking us to send them another email.

The incompetent tellers have AGAIN made a withdrawal from my account instead of my parents account. Why do we have to show ID and verify SS number if they are still going to pull funds from the wrong account. This has happened THREE times that they have confused our accounts. And we only have the same last name, its not like Im a junior with the same first and last name. I am switching banks.

Went to the drive-thru today and waited almost 20 min before anyone even responded to me. Requested my transaction and there was ZERO communication. What failure in customer service, you might as well get rid of your employees and implement self help features if thats how you want your customers to be treated.

Wow we were gonna switch banks but with all the really bad reviews, never mind. Sounds like this bank has really bad employees

Lack of management! Expect to be there 45 mins max! Lost my business!

Great customer service, but the wait was long.

Once the bank switched from high plains to penfed, they made it a mission to only hire complete idiots. I have an account and added both of my parents names as emergency contacts. When you make an account, they make a copy of your ID as a way to accurately ID you. Both of my parents have their OWN accounts at this bank as well. Both have copies of their separate IDs. Both have separate account numbers. Both have completely different addresses. Yet this bank has deposited money into my account instead of my moms. Withdrew money from my account and gave it to her. And withdrew from my account and gave the money to my dad. Why do we need to verify our account numbers and show the teller our IDs if theyre still going to confuse themselves and pull and put money in the wrong account anyway? Theyre lazy and only looking by name instead of actually verifying the account numbers. And when confronted they try to deny it, so I had my statement printed, which showed when the money had been moved incorrectly. This is the worst bank with the worst customer service.

Online banking service is useless. You cant see your pending transactions, so the balance is never accurate. I spoke to a customer service rep who mentioned that she could see transactions pending on my account, so why cant we see them? Im beginning to suspect that PenFed is intentionally withholding the information because they WANT their members to get hit with overdraft fees.Update:They now offer pending transactions, but they are updated very slowly and are listed separately from cleared transactions. All I want is an accurate available balance, but PenFed cant seem to deliver that.

I will be closing my account in January. I now cant even talk to someone in my actual bank. When I call the 800 # she informed me they are only there to help in person Im not permitted to call my bank. This merger has been the worst thing to happen to my bank. Customer service is horrible. Ive asked for statements for over a month. I keep getting nasty letters because I transfer money too many times to keep myself from having to pay them fees. Wells Fargo here I come.

I just got added on to my husbands account. I wasnt given any info on how to access the account so I figured I would get the info in the mail the same way he did when he 1st opened. All I received was my debit card. Waited for a 2nd letter with the pin number. Nothing. Went to the bank told the teller I have the card but didnt receive the pin number. She said like I was stupid that the card has the same numbers as my husbands and Im supposed to use his pin. Would have appreciated that info when I was added to the account. So i asked for info on my account. was given the checking account # and a regular share account # ( what is that) Now a week later . I cant access my account on the phone or online because I have no member number . Or the pin is incorrect. Gave them all my info including social security number still will not give me info. Because Im not the primary. My husband calls and they do have all my info in system. But cant access my own money. My husband told me our balance and they would send a pin/security code in the mail. So 5 mins later i call to pay a bill and my card is declined!!!! All this is the what I have had to deal with in less than a month of being added on. Not happy at all!! Ready to close this account.

Such a great bank I had a rough start but it turned around All the bankers are really friendly and always willing to help the tellers are quick an so sweet!

Ladys at this facility in the front are rude and dont greed anybody they dont even smile. I had 3 accounts and cancelled them out due to the service I received from brianna and the previous mananger

Please be awared of this this bank! Do not take preaproved loans you won’t see your money! This is the worst people we had to deal in years!

Have banked with them every since i first opened an account.

I have no problem with this bank

Great customer service :)

This is the worst bank ever. The atm is always down. They have the worst customer service ever. You will wait 30 minutes outside and 30 minutes inside.

Worst bank. Go to another had to wait 3 months and counting to access a bank account.. And when you call or go down to the building nobody knows their job..