PenFed’s Response to Members on Coronavirus

A message to our members

As concerns around coronavirus (COVID-19) continue, PenFed remains diligent in evaluating the latest information available at national and local levels to inform the actions we are taking to ensure the safety and well-being of our 1.8 million members. PenFed is equipped and ready to support you − our valued member − and ensure that you continue to have 24/7 access to your accounts and assistance with all your financial needs.

We will continue to monitor the situation closely and are committed to staying in constant communication with you. We are ready and available to help support your needs online, via phone and at our financial center locations.

We have taken additional measures to sanitize our financial centers and our buildings to ensure the safety of our employees and members to prevent further spread of COVID-19. To find the nearest financial center and ATM from our network of surcharge-free ATMs, please refer to PenFed.org/locations or use the PenFed mobile app.

Access PenFed from virtually anywhere using the PenFed online or the PenFed mobile app.

You’ll be able to:

  • Update your personal information
  • Make deposits and transfers (watch a video how to make a mobile deposit here)
  • Make payments
  • Set up and manage bill pay
  • Find your nearest financial center and surcharge-free ATM
  • Use PenFed financial tools (view your FICO score, receive notifications)

 

Financial Assistance For Impacted Members

We recognize the impact the COVID-19 virus is having on our members, and we are committed to supporting you. If you are encountering any financial concerns with your accounts, and need to skip a payment, please click on the button below to log in to PenFed Online and select the option “Financial Assistance for Members Affected by COVID-19” to see if your product(s) are eligible for the self-service courtesy skip payment program. If you have further questions please call us at 1-800-247-5626.

SBA Loans, Payment Protection Program (PPP)

PenFed Credit Union does not currently offer SBA loans. Please check www.sba.gov for guidance and resources.

Government Stimulus Payments

For information regarding federal stimulus payments please refer to the official IRS webpage at https://www.irs.gov/coronavirus/get-my-payment.

 

Financial Center Updates

PenFed has taken additional measures to sanitize our financial centers and our buildings to ensure the safety of our employees and members to prevent further spread of COVID-19. Please click below for updated hours for all our locations. We will update this information regularly as we continue to monitor the situation and its impact on our financial centers.

 

Keeping Your Personal Information Safe

PenFed will never ask you for confidential information like full social security number, full bank account number, debit or credit card numbers, CVV, or PIN in an email, via a web site, online chat, or from an unsolicited phone call. If you receive a suspicious email or phone call requesting confidential information, it is not from PenFed. Suspicious emails, texts, and SMS messages can be forwarded to abuse2@penfed.org.

Keep your personal information safe, learn useful tips to protect yourself from cybercriminals.

 

What to know before traveling

  • Go to your airline’s or hotel’s website to learn about refund options, waiver policies and more under the COVID-19 and Travel Alerts/Advisory sections.
  • Check your airline's website to find out if your flight will be delayed or canceled.
  • Check your airport to find out if they have specific travel advice for travelers. During times of travel disruption, allow plenty of time to get to the airport.
  • Please check on advisories or restrictions from the U.S. State Department and U.S. Centers for Disease Control and Prevention before traveling.

How to change or cancel your travel plans due to Coronavirus/COVID-19:

We highly recommend you start with contacting your travel provider as many airlines and hotels are letting customers change travel to and from areas impacted by COVID-19.
 
Your travel provider may be able to resolve your opportunity in a few minutes or hours, where it can sometimes take a month or so to resolve a transaction dispute.

Changing or canceling trips booked using your PenFed Credit or Debit Card:

If you used your PenFed credit or debit card to book travel directly with an airline, hotel or other travel or experience provider, the quickest way to find out if you can change your travel plans without a penalty is to check the provider’s website.

  • Go to your airline, hotel, car rental agency or other travel provider’s website to check the most updated cancellation options and rescheduling policies. Policies may change or be added at any time, so check for updates.
  • Follow the travel provider’s process to cancel or reschedule your booking. Providers may be experiencing high call volumes, so check their website for options to cancel or rebook online.
  • If your trip has been canceled and you’re unable to get help after contacting your travel provider, you can submit a billing dispute via PenFed Online under your Credit or Debit Card account action menu.  Note, if your trip is more than 30 days away and you’re not sure if it will still take place, contact us closer to your trip date as it may change between now and then.

 

Stay Informed

Please refer to the CDC for the latest information on COVID-19.

 

Additional questions or concerns

We recognize the impact the COVID-19 virus is having on our members, and we are committed to supporting you. If you are encountering any financial concerns with your accounts, please contact us - we’re standing by to assist you.

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