PenFed Credit Union Car Loans

I have had a number of different loans through PenFed and all have been great. I have been in the process of getting an auto loan and was sent a draft check. Wrote the check amount for what I was approved plus GAP (because it was indicated I could do so on the check) and they bounced the check at the dealership- humiliatingly. I was told a new bank check would be sent to me, it was never sent. I was then told a new draft check would be sent last night, and called today to find yet again it was not sent. FINALLY someone was able to help and send out a new check today and overnighted it. This has been such a terrible experience and I am so mortified.

In January 2021 I reopened a PFCU account, hoping its customer service had improved. Boy, what a mistake! For 2 months I couldn't access my account, always receiving a system is down response. I filed several online assistance requests and got the standard we're sorry we're working the problem automated response. I then started calling PFCU, spending hours and hours on the phone trying to resolve the issue, with no luck. Then one day, tired and totally frustrated, I told a customer service rep how bad PFCU's customer service was and that I had left PFCU years back due to its declining service. She then put me on ignore for 15 minutes and came back and said that I was not able to log in because I was using the same username (with a different password) that I had used 10 years ago. So, I changed it and bingo, that problem was solved. Why this wasn't resolved the first time I called is beyond me... After obtaining a car loan, it took PFCU over 3 weeks to send me a check, though my loan had been approved within 15 minutes. I reviewed my phone records and in 3 weeks I spent over 8 hours on the phone with PFCU trying to resolve the matter! Finally, a supervisor got involved and he quickly fixed an internal PFCU processing problem and within 24 hours I had the check in hand... In early April PFCU claimed that it had never received my signatory card, but my photocopy records indicate I mailed it to PFCU in January. So now I've got to download and prepare and send them another one. Yesterday I received a notice from PFCU that they hadn't received my car documents (liens, title application, etc), which I sent them on March 13th. So I reviewed my records, which have photocopies of all the documents which I sent them back on March 13th, to include my state title application signed and dated by my town tax agent. I had kept the owner's copy and sent PFCU the lienholders copy and the town tax agent kept the original. So I then emailed PFCU at the address given on the letter they sent me, attaching a scan of my owner's document. Within 10 minutes I then received an automated email reply back from PFCU saying that I can't use the email address they provided me because it will not accept attachments and that I have to use another method.. I tried looking up the address of the PFCU CEO so I could write her/him regarding all of the above, but of course that information was conveniently not available, other than to say he was James Schenck, a West point grad who later attended harvard. Well, Mr. Schenck, my advice to you is to put your boots back on and come down from your lofty perch and hit the trenches answering some of your member's phone calls sometimes and hear straight from them just how bad your customer service is and how poorly your departments are performing! If I could give PFCU zero stars I would. If a PFCU representative responds to this comment, please provide me with Mr. Schenck's contact info, as he needs to be informed that his "palace guards" (VP's, executive secretaries, department heads, etc) aren't talking to him honestly and straight up. I, however, Mr. Schenck, won't pull any punches with you and will tell you like it is... A retired USAF Officer & Aviator. My very best regards to all.