PenFed Credit Union Davis Rd, Augusta

I've only had great experiences. I've had this bank account since I was born. (I'm 38!) Ofcourse the name has changed once or twice. But the customer service has always stayed the same. I do however am concerned there's only 1 branch. That makes it very busy from time to time. But I've never left frustrated or angry.

Absolutely the worst credit union! Their processes and payment systems are antiquated, their customer service has no real ability to help anyone.. They partner with other companies and when you need assistance, they have to push you off onto another company to get help after waiting an hour on the phone. They cannot take online payments other than bank account and routing numbers, they communicate horribly and the right hand has no idea what the left hand is doing. Unless you enjoy being frustrated and dont mind getting the run around.. I suggest staying far away from this company. THEY SUCK!

I would like to say that I was so hurt when I left the PenFed on Davis Road. A teller was helping me with an issue. I needed a letter to send to my other bank so she had to refer me to a manager. Before I went into the office, I told the teller that I needed that document back when they were done with it. By this time I was walking in the office with a manager and a member service representative. The teller is so kind so she wanted to tell the manager that I needed the document back. Before she could say anything, Regina Lawton told her, “you don’t need to be in here. Go back out there.” She then repeated it two more times, “You don’t need to be in here. Go back out there and help them. You don’t need to be standing in here”. The teller was just attempting to tell her that I needed the document. She was providing excellent customer service! I couldn’t imagine working for Regina Lawton. If you speak to your employees like that in front of customers, I can only imagine how you speak to them privately. TERRIBLE Also, the teller DOES NOT know I’m reporting Regina Lawton. I went to my car, after the incident, and my conscience wouldn’t allow me to leave knowing someone is being treated like this.

I loved this bank. I’ve only had good experiences until today. I deposited two checks, the larger one was put on hold. On a Sunday, I received some not-so-good news about someone very close to me needing an immediate procedure done. I went to the branch AFTER being on hold 45 minutes. The branch manager, assured me someone would CALL me. They haven’t. I stuck my head in to speak to the BSR who I worked with Friday to tell her what was going on. She asked me, “so what would you have done if you didn’t have this money”. At the time, I just did not have the energy to put her in her place. While I was driving, I thought about that comment. What I would’ve done, WAS NOT HER BUSINESS! How dare she ask me that??! I didn’t ask HER for any of the change she makes there. I am completely offended. I emailed leadership, now they want me to get documentation from the OTHER BANK, that my check has cleared their institution. I am STRESSED OUT ALREADY, about the news I received. Now, I have to deal with this. I have never gone through such foolishness at any other bank. I served 22 years in many places, and have dealt with many banks. This has by far, put a bad “taste in my mouth “. I really have to pray about this………

The loan application process was easy to follow even without face meetings and was quickly executed by PenFed's experienced loan department. I had an application approved in 2 days. The rates were very good for a leased car buy out!

There are probably no words that could express how furiated I am with this bank. I waited from 10:30am to never to receive a call back from a manager. Then I sat in the branch for over a hour left to go pick my daughter up, to receive a call stating they would need to speak directly to the insurance company after a letter had been submitted to Penfed at their request, BUT Debbie worked hard to get things right!! You are a ROCKSTAR in my book!!! Thank you so much for going the extra MILE to get my needs taken care of.

Well I guess as a result of Penfed representatives being ugly to me and wanting me to violate PII just to change a phone number I said I was gonna do everything in my power to get away from Penfed. Well I managed to get refinanced through my local credit union that doesn't require a retinal scan just to make sure it's me. Heck my monthly truck payment went down and my interest also dropped. I hope I NEVER have to deal with this credit union again.

I miss when it was all originally University Hospitals Credit Union. After all of the mergers the service & wait times have went downhill. The drive through wait is insane and PLEASE stop yelling what customers are withdrawing over the intercom (in todays crazy world you don’t know who is around you). I will be switching to a different credit union soon.

Wish i could rate 0 stars. I attempted to refinance my car. I have great credit but was still offered a no good rate from Penfed. I am highly disappointed I'm them. Will use one of my other banks for services.

After waiting on customer service over the phone for an hour, I was transferred from customer service to Estate Services. Wanted to open an Estate account and was told what I needed and that they could do it at the branch. The branch only had the drive through open. It took about 20 minutes to advance to drive through teller. I sent the paperwork to the teller with my ID and was told they did not opening estate accounts at the teller. She referred me to the 1-800 help and estates services, whom I called first. I told her that they were the ones who said I could go to the branch. I was told by the teller that they (1800 estate services) could do it over the phone or online. I have just wasted 1 hour & 1/2 of my time to be where I started. Currently on the phone trying to get help.