We had our first mortgage with them and it was great. We did two refinances and they were great. We did a home equity loan and it was great. That was all pre-2008.

Then 2 years ago, we did a home equity loan with them and. it. took. forever. And the person we dealt with had 24 hours to call us back if we had a question. And she always took the FULL 24 hours. She was NEVER there when we called her - always her machine. ALWAYS!

We bought a new house and time was of the essence so we went elsewhere because we couldn't risk their slow schedule.

We are in the process of refinancing w/Navy Fed and so far it has been a pleasant experience.

From my experience, Pen Fed suck!

We started with them and switched to Pen Fed as the Pen Fed rate was lower. They were very slow to get us started on our refinance and it took several weeks for them to even be willing to speak to us after our online application. Pen Fed had a better rate but their customer service was terrible and they messed up our refinance so I would never use them again. We closed on time but the loan amount was wrong, they lost our paperwork with all our personal information and did nothing to find it nor give us credit monitoring for a year like they promised, etc. It was a nightmare.

We are members and are thinking about using them next time we need a mortgage. Any experience?