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BBB Accredited Business since

Randolph-Brooks Federal Credit Union

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Phone: (210) 945-3300 Fax: (210) 637-4125 View Additional Phone Numbers PO Box 2097, Universal City, TX 78148 View Additional Email Addresses http://www.rbfcu.org


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Randolph-Brooks Federal Credit Union meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Randolph-Brooks Federal Credit Union include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 46 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

46 complaints closed with BBB in last 3 years | 20 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 16
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 29
Total Closed Complaints 46

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Randolph-Brooks Federal Credit Union
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 1
Total Customer Reviews 2

Additional Information

BBB file opened: June 01, 1976 Business started: 10/06/1952 Business started locally: 10/06/1952 Business incorporated 05/04/2000 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

National Credit Union Administration
4807 Spicewood Springs Rd # 5100, Austin TX 78759
Phone Number: (512) 231-7900
AMACinquiries@ncua.gov

Texas Department of Savings & Mortgage Lending
2601 N Lamar Blvd # 201, Austin TX 78705
www.sml.state.tx.us
Phone Number: (877) 276-5550
rcrochet@sml.state.tx.us

Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Lisa Mack, VP of Central Operations Ms. Claudia Carrera, Central Operations Sr. Manager
Contact Information
Principal: Ms. Lisa Mack, VP of Central Operations
Business Category

Credit Unions Loans Loans - Small Business Real Estate Loans Banking Services


Customer Review Rating plus BBB Rating Summary

Randolph-Brooks Federal Credit Union has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted the fraud department about someone trying to get a credit card in my nmae on April 11, 2016. When i ask them about getting a copy of the credit application or any information about this, they keep sending me a lady name ****** who is a debt collector for the bank and doesnt work for the fraud department. Its been over 30 days and still havent heard anything from the fraud department but only from this ******. Im having a growing suspicion about this bank.

Desired Settlement: I want to know what the hell is goin and who tried to run my credit to get a credit card in my name? I really dont feel like getting a lawyer involved

Business Response:

Thank you for giving us the opportunity to address your concerns. We have completed our investigation of the complaint. Upon receipt of a Statement of Credit Denial, Termination, or Change, you were concerned that someone applied for a credit line in your name  You received this Statement because of the termination of your credit card due to delinquency; it should have said Termination instead of Declined.   We apologize that the Statement was not clearer, but unfortunately your card was terminated.  You will still be responsible for the balance due.  There was not an application for a new credit card in your name, therefore, there was no fraud committed.

 

Item #16 of the Credit Card Agreement states:

Termination or Changes:  The credit union can, with or without written notice, terminate this Agreement at any time.

 

Please review the Statement dated April 11, 2016 regarding the termination of your card – this statement will provide additional details.

 

Our records show repeated phone calls and messages left for you in regards to this matter, but we do not show any return calls from you. 

Consumer Response:

Complaint: ********

I am rejecting this response because:

Regards,
**** ******

 

The reason im rejecting it is because it doesnt explain to me why my credit was ran even for a termination. It shouldnt have been a hard pull on my Credit Report. Thats what is pissing me off and then get the run around with this damn Bank instead of the truth.

Business Response:

Dear Member:  

A credit card is considered revolving credit and each member is given a disclosure regarding all the terms related to this product.   If you will refer back to this

disclosure it does state that a credit report can be ran periodically on revolving credit.  We do use your current credit history (through a credit report pull) in helping us

make the best decision in a Termination Process.  Please refer to this disclosure for other valuable information.  We do apologize for your frustrations in this matter. 

5/17/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have two credit cards with Randolph Brooks, there were several charges on these cards which I noticed as not authorized and of fraud. I reported this transactions right away to RBFCU. However they stated that I did give authorization to these transactions and that they could "verify this." However they won't send any proof. They now charged me late fees after closing the cards, then reported these cards to collections and my credit reports as both 60days late and one as 30. Even though I called and was told the late fees were removed. Now everytime I try to call they have my number go directly to some Sherry lady that never answers the phone and I am not allowed to call any department. They have also now closed my checking and savings accounts and stole the money. They also keep blocking my access to viewing any of my accounts then occasionally restore access to them. This is getting crazy. They say I owe 1200 each card as minimum payments now due to over $1000 in charges for interests fees. This is crazy.

Desired Settlement: I want them to fix my cards so that I can actually afford them again. Remove the late fees that I was promised to be removed. Also refund my savings and checking accounts that are now closed. Also to fix my credit report to not show late on either card and to say closed by institution and not consumer.

Business Response:

Dear Member:

Hello.  I will address each subject in the BBB complaint one by one.

You asked that we refund all late fees that were promised to you.   The fees in question were refunded (as a courtesy) as follows:

  1. $40 refunded on 2/24/16 for fees charged in January and February for the card ending in 1234

  2. $20 refunded on 2/24/16 for fees charged in February for the card ending in 5709

    These fees were refunded as a courtesy because you stated you were unable to see your statement.

    At that same time we changed your statements to start arriving by mail so you would have no problem making your payments. The fact that your payments continue to be late (March and April) resulted in the charging of a late fee for each month. The reason your payments are so high is because you are so far behind on making your payments.  Interest, late fees, plus each monthly Payment Due accumulate and have caused the Amount Due to be over $1,000.  Once you bring your payments current, you will automatically see a drop in your Payment Due.    The credit bureau records cannot be altered since your payments are truly delinquent; once they are current again the credit bureau will reflect that.

    Your calls are going to one Manager because of all the complaints you continue to file.  The Manager keeps very detailed records and has tried to contact you on numerous occasions to which she states she has never received a call back.   When you call her please leave a message and she will get back to you.

    You stated that we closed your Savings and Checking accounts.  That is incorrect.   Both accounts are still open but have very low balances.   We reviewed your account activity, from January 2016 to present, and all the money you deposited was used for transactions requested by you (ACH payments to Discover, etc.)

    It has not been determined whether your access to NetBranch will be reinstated.   The Manager overviewing your account will have that information for you within a week.

    I hope this answers all the questions contained in the BBB Complaint.  Thank you.  

     

     


Consumer Response: Complaint: ********

I am rejecting this response because: How do you expect a customer to pay over 1000 in minimum payments? Also the credit bureau file reflects different information on each. One stating I'm 60 days late "closed by consumer" and one stating 30 days late. You can't even get your information right. It seems like you as a credit union do not care about customers. On another note your bank keeps stating that I have to either drop my complaints or not have access to my accounts. This is blackmail. Thanks for not assisting your customers. This is a poor written response with no resolution.

Regards,

****** ********

Business Response:

We are sorry that you did not find our previous response satisfactory.

You charged approximately $25,000 in MasterCard charges soon after receiving the cards and then proceeded to claim fraud on almost all of those charges.  We determined the charges were made by you and are therefore legitimate.  We take fraud claims very seriously. 

You are understandably concerned about the high payments.  The payments are high because you are behind.  The payments you failed to make do not go away; they continue to be added to the next payment until you catch up.  Once you catch up on all past due payments then your payment will drop back to a normal amount (payment due). 

The late fees are legitimate charges because you are delinquent on your payments; we did waive three fees as a courtesy, but cannot waive any additional fees since you continue to remain behind on both payments.   The credit bureaus are showing  you are past due on both MasterCard payments because you are.   Once you begin making your payments on time this will be reflected on your credit report as current.  The credit bureaus show one card as being “closed by consumer” because you reported that card as Lost/stolen.  The other was “closed by Institution” as a result of our fraud research.

We addressed in our previous response that your savings and checking accounts were never closed, these are still active. 

It has been determined that you will remain blocked from NetBranch based on your past actions and your calls will continue to be routed a Manager.  


Consumer Response: Complaint: ********

I am rejecting this response because: This business doesn't provide any solutions. I did not charge $25,000 right after I opened these accounts. I legitimately lost my card and told this to the representative when I claimed fraud. You continue to black mail me by saying I should pay $1500 each card payment being charged almost $500 each month in "interest charges" then you claim I'm revoked access because of past actions. You have sent me letters before which state that because I have filed a dispute with the NCUA before that I wouldn't be allowed to see my accounts. I have proof of this letter. I save all of your documents that you black mail me on. You have not even attempted to work on a resolution or a payment plan. Your credit union is horrible, the customer service is horrible and I will not pay $1500 each card as a minimum payment when my cards were lost. You should really consider that consumers are what make up your business and for you to treat consumers like they are nothing then your business will fail. If you'd like to see any of he statements and or letters sent from RBFCU please let me know. Do not buy from this business because once your in they will screw around with your money and accounts.

Regards,

****** ********

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Someone tried to pass a fraudulent check to me. I moved to San Antonio 5 months ago. This occurred in January. I did not know of all the criminal activity here since I came from a small town. I deposited the check and waited 3 business days to make sure it cleared. I used edeposit. Since the check cleared, I thought everything was ok. I was trying to sell a wedding dress. I was notified by western union that the money order could be fraudulent due to the the other person wanting me to withdraw funds from my account and wire it to them. I notified my back, RBFCU, as soon as I got the call. They put a hold on the money order, and then denied me edeposit access. The money order was determined to be fraudulent. I made sure I had enough funds in my account in case it was a scam. I would not put the bank in a position to cover this. To this day, I am still denied edeposit access. Although this may be small to some, it is important to me. I have requested my account ro be reviewed, begged to get access back, and I am still denied. I will never try to deposit a money order again. This is ridiculous and unprofessional to treat me as a criminal when I had no intention of doing anything wrong. I even gave the bank the name and all contact info of the individual who tried to take MY money. I have been to 2 locations to dispute this and I was told Net Branch is refusing my access. Net Branch is the company that RBFCU uses for online access to bank accounts. This started in January and I have made many complaints and asked to resolve this.

Desired Settlement: I would like to be treated professionally and to get my edeposit access back. I am not the criminal. I was a potential victim of fraud, and now I am a victim of i appropriate treatment by my own bank. Even their own respresentative at Bayview location said that I should not be treated this way since I took all precautions to notify of them.

Business Response:

Dear Member:

 

Thank you for contacting us.  We agree with you completely and have already reinstated your eDeposit Access. Please contact our

NetBranch department is you have any future problems with accessing your eDeposits.

Thank you. 

 

 

3/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a total of 9 overdrafts from rbfcu this week even though i had pending deposits which means they have my money allready they just choose not to release it so they can charge me a total of $216.00 in overdraft fees and make alot of money off me i am a disabled vet barely making ends meet and this has put a severe hardship on me for march when i contacted there office for some help with my loan payment and credit card payment for march which i have through them they told me to call collections which tells me they really do not care.

Desired Settlement: refund my money so i can make my credit card and personal loan payment

Business Response:

Dear Member:

We are responding to the BBB complaint regarding fees charged to your account.  

 

Upon thoroughly researching your account we discovered the following:

1.     The account was negative $-217.05 on March 1st so any checks or debits trying to clear the account will not have sufficient funds to clear and will be charged a $24 fee. 

2.     Checks #****, **** and *** were received for payment on March 3rd, since funds were not available they were each charged a $24 fee

3.     The Deposit was scheduled for payment on 3/4, but we can see that it is coming in a day or two prior to its actual arrival.  We show this as pending, but do not actually

        receive the funds until the date set by the sender (your employee, etc.)

4.      Items that show as pending or scheduled are not actually reflected in your available balance, but are posted to make you aware of deposits coming in or ACH debits

         scheduled for payment. 

 

 

 

 

 

 

 

 

 

 

 

 

The research shows that all fees were charged correctly and in accordance with our Membership Agreement. 

 

 

Consumer Response: Complaint: ********

I am rejecting this response because:I do not believe that my employer is letting them know that my check will be in on a certain day because i have friends that bank elsewhere and get paid a day or 2 prior to me we work at the same job.

****** *******

Business Response:

Dear Member:

The account you are inquiring about was negative $-216.00 already before checks ***, **** and **** tried to clear.  Since there were no funds or overdraft available to cover these checks a fee was charged as per our Membership Agreement.  

 

Your deposit can be received by us in a file format (no funds at that time) several days before it is actually posted and it will show as "pending" during that time.  Those funds are not available for you to spend until it no longer shows as pending.  Some employers send us a file saying that they plan to post their payroll on such and such a day, but we do not actually receive the payroll deposit until the date your employer specifies.  We do not post the deposit until we receive the funds.  At that time, we make it available (no longer pending) first thing that morning.  

 

We sympathize with your situation and would like to refund five of the nine fees as a one time courtesy.   $120 will be credited to your account today. 

Thank you.  

 

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

****** ******* I would be more than willing to accept that offer from randolph brooks but since i made my loan payment i am still in a financial shortfall i would see if i could also skip my credit card payment for march that would help me out alot

Business Response:

Dear Member: 

We reviewed your account again based on your recent response.  Upon completion of this review, we do believe we made the correct decision based on the facts.

Your account was negative prior to your deposit and fees were charged accordingly.   We do not refund fees as part of our normal process unless the credit union made the error,

but we did, as a courtesy, refund $120 in fees in your case.   I spoke to our Collections department and they have agreed to advance your MasterCard due date until April 15th.

 

We hope the advanced due date and the fee refund will help you during this difficult time.

Thank you.

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******

2/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have 2 complaints. The first issue is that I submitted a business loan application 8/21/2014 as I was trying to form an LLC Consultancy. A lot of time went by so I just move forward with using personal funds to take care of filing and registration fees for the consultancy. During an unrelated call to RBFCU in June 2015I decided to file a complaint about not having heard anything or decision having been made on the application. I was forwarded to Kevan *********- Assistant VP, Business Lending. He completely dismissed my complaint and told me he was sure that the representative I have been working with had given me some decision or direction to go in rather than leaving me hanging. I offered to provide him email and documentation proof that there had been no information, guidance or decision wichi turn down. He offered to review my application and give me a decision without taking any responsibility on behalf of the representative or RBFCU for the period of time it taken to review the application. The second issue is that a dispute was filed for a transaction of $1615 on one of my Randolph Brooks MasterCards back in October 2015. Their credit card customer service sent correspondence to me notifying me of receipt of the dispute as well as letting me know that a pending credit should be occurring soon. At the same time they cut off that credit card and issued me a new credit card in November when I was on the road consulting. I was in constant communication with the credit card services as no credit had ever been applied. I was counting on that refund to help cover my checking account for all of my traveling expenses which I had to pay up front and then file expense reports to be reimbursed. I started calling Randolph Brooks Federal credit Union applying for a line of credit increase and I even applied for a secured loan offering my vehicle as collateral. Each time I was refused and was cited the fact that my checking account was in a negative balance and that I incurred NSF fees. I also drained my savings trying to protect my checking account during this period of time still waiting for the disputed credit to hit my account. I was treated with insolence in trying to resolve these issues and trying to get help from RBFCU. On January 29th I received a letter from their credit card customer service notifying me that the claim for the dispute had been closed any credit would be issued as it was determined that there was an error in billing. I was advised when I called to confirm the letter that I had received that they were working to get the credit applied to my credit card account. I've been called RBFCU to get a refund of all the NSF fees that I had incurred because of this delay. Once again the willingness to take any responsibility for the issue was zero. I had paid RBFCU $696 in NSF fees after begging and pleading and being on the phone for almost an hour they finally agreed to forgive only four of the NSF fees that I had incurred during that period time. This issue also made it impossible for me to get a live credit anywhere else with any other credit card or other institution so I couldn't get my own bank to help me out. Lastly I think it's important to mention that I've been a member with them since 1998 I never had had an experience like this before with a dispute taking so long.

Desired Settlement: I think it would be the right thing to do for Randolph Brooks Federal credit Union to offer me a refund of all of the NSF fees that I incurred due to this error as it had nothing to do with me.

Business Response:

In response to the first complaint:

The member made contact with the credit union during August 2014.  Her initial written request sought financing to create a new consultancy firm.  The credit union’s original business lending officer made contact with the member via phone and she advised the officer that she wanted to establish 2 new business ventures.  At the time, the officer was unable to make a credit decision without additional information for either request.  The member was provided an individual contact with a local Small Business Development Company (SBDC) and she was encouraged to utilize the SBDC for business start-up mentorship and seek its assistance to draft a business plan which would provide the credit union an opportunity to further consider her financing requests.

In December 2014, the member made contact with the original lending officer and shared her concern that she was not provided any follow-up or feedback regarding a credit decision.   During the conversation, the officer advised the member she had not provided additional requested financial information needed in order to determine a credit decision. She agreed to provide the additional requested information at a future date.   The additional information was provided to the credit union during January 2015 at which time the officer rendered a negative credit decision.  The credit decision was communicated during a telephone conversation between the officer and the member.

During June 2015, the member registered a formal complaint with the credit union regarding her previous business financing request.  Her complaint was escalated to department management.  ***** *********, one of the department’s managers, was assigned to investigate the member’s complaint.  Mr. ********* made contact with the member and offered to review all of the information provided to ensure her request was addressed in compliance with the credit union’s guidelines and procedures. Mr. ********* performed research and consulted with the original lending officer.  After a thorough review of the financial package submitted by the member, Mr. ********* concurred with the negative credit decision.  This decision was communicated to the member over the telephone in less than one week from the date of her complaint to the credit union.  Mr. ********* provided the member with referrals from which she could seek alternative solutions.   She responded that she had other options.  At that point, the credit union closed its investigation of the member’s complaint from June 2015.

In response to the second complaint:

On October 09, 2015, the member presented a dispute claim online, through MasterCard, against a transaction performed on her creditcard. The amount was for $1,615.00 with ASIS on 05/31/15. The member provided little information about her claim only stating she registered and paid $95.00 for a Foundation event to which she could not attend. She also indicated in her claim that she had submitted for a refund via www.asisonline.org. MasterCard received the dispute claim on 10/12/15. A letter from MasterCard was sent to the member, dated 11/10/2015, stating that they were unable to assist further because the claim had passed the allowed time frame in their Operating Regulations. The letter also indicated to reach out to her financial institution for possible assistance. The member did apply for credit with RBFCU on October 5, 2015, November 20, 2015 and January 22, 2016. While it is notated the member did have a negative account balance, the denial reasons supersede the negative balance owed. The loan was declined for other deciding factors. On January 29, the member called the Member Service Center and received $240 in Courtesy Pay refunds as an exception. This credit was applied directly to her checking account. It has been notated in her account that she has been informed RBFCU will not reverse any additional fees unless it is a credit union error.

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a checking account that is joint with my husbands. I also have a savings account that I opened in my own name. Although everything for the checking account was online, I had no way to make changes to my savings account except via phone, and no record of my savings account number except through a yearly paper statement. I hadn't used the account in several years. I had removed a chunk of money in there leaving $35 in the account back in 2007. In 2009 I moved from Hawaii where my husband and I had been living to Oregon. I did a mail forwarding to RBFCU. I also called an updated the address. I did that on the checking account, believing this change would also be made for my savings account, since it's the same bank, same name, same social security number. I had no reason to think otherwise. My husband's savings account address was changed. I didn't have the paper statement number with me, since I had just moved. I assumed the account was sitting dormant, and I had just recently finally wanted to utilize it. I was told by RBFCU that my account was declared inactive in 2010 because the address was never changed. They failed to *****ct the address even though they had two opportunities to do so. Then, because they declared it inactive, they began charging me a fee of $5 a month until they emptied the account out completely and closed the account in 2011. All without my knowledge.

Desired Settlement: Quite honestly, I would like that money back. It may not seem like a large sum to RBFCU, but it's the principle of the matter. They didn't just close out the account and declare the money unclaimed. They drained the account after they decided the account was inactive after they failed to *****ct the address.

Business Response:

We never like to see any member frustrated with our system, but we make all of our policies available to our membership in many different formats (hard copies, on-line and we will even email a copy when requested).   Our membership agreement (which all members agree to follow as long as they have an account with us) states that we will charge an inactive fee if your account shows no activity in a one year period.  The State of Texas would have already claimed these funds as part of their unclaimed property law due to the amount of time that has passed. 

We offer many ways for you to change your address with us and change hundreds of addresses monthly without incident.  I apologize that your request was never processed, but we have no record of the address change.   We admit errors can be made and will gladly *****ct any error (failure to change address, etc.) when notified within a timely manner.   Our members receive annual statements and upon your first missed statement is when the notification that the address change had failed to take place - this would have been a quick fix at that point and you would have began receiving statements again.

The inactive fee can be avoided by keeping your account active with a deposit or withdrawal plus we will even accept a phone call letting us know that you haven't forgotten the account.  This is a fee we refund quite easily when notified within a reasonable amount of time.   The amount of years that have passed before you notified us makes it very difficult to go back and research anything on this account.  

The membership agreement states that you must let us know of any discrepancies within 33 days of receiving your statement and all *****ctions will be made promptly.

If you fail to receive a statement at any time then that indicates there is a problem and the member is to notify us immediately.  This prevents fraud and allows us to

*****ct any problems while the records are still available.   Records are purged after a certain length of time and that is why this is imperitive. 

 

I apologize but based on the length of time we will be unable to refund your fee.  Thank you.   

 

*****

 

 

 

Consumer Response:

Complaint: ********

I am rejecting this response because:

Regarding the claim that the inactive fee is due to no activity in a one year period: I am being told different things by different representatives from Randolph Brooks. Initially I was told that it was due to having a balance of less than $50. Then I was told, after RBFCU did the research on the account, that it was because I failed to change the address. Now I’m being told it was because of no activity for a year? If either the first or third case was true, then why do I have statements showing a full year of no activity. My account was not declared inactive then. Also, my account balance did not change, save for a small increase due to dividends.

You state that the money would have been lost to the State of Texas, but that is hardly an excuse. Moreover, my husband and I have previously been able to claim our unclaimed funds from the state of Texas without any problems, so that money would not have been lost.

As stated, I called and changed the address for what I believed was for all of our accounts. Both my husbands and mine. I had no way of knowing that the address was not changed. Particularly since a mail forwarding would have also gone out, and the US Post Office would have also informed you of the change of address.

You admit that you send statements on an annual basis, and yet expect your customers to stay on top of catching your errors, a year after they would have been made? That is hardly my job. This was an account that had very little funds in it, when my husband was transitioning into retirement. While I certainly noticed the lack of statements, I assumed it was due to the fact that you were transitioning away from paper statements. I’m sorry. I’m still a little incredulous. How can you honestly expect your customers to stay on top of RBFCU’s errors, if they only receive paper statements once a year?

Due to the fact that I only have a paper statement with an account number and I don’t live in Texas, so I can’t go in to a branch, and my account was never joined to my checking account (another failure on RBFCU’s part) I was never able to make deposits or withdrawals except over the phone, which frankly is a frustrating experience.

I fully understand that a number of years has passed, and that the records may have been purged. Again, though, it is not my fault that RBFCU declared my account inactive when you failed to change the address. You say that you are unable to research the account, but it is my understanding that at least some research was conducted. Again, I feel as though I am getting several different excuses from RBFCU without any concrete answers. I am happy to send over statements showing the last known amount of funds in the account.

This is not about the money. This is about the fact that RBFCU is punishing me for their error. An error which amounts to $35.07. My husband has had an account with RBFCU for close to 30 years. We have our checking account with you. A savings account and multiple other accounts with you in the past. After being a loyal customer for this many years, the very least RBFCU can do is own up to their part in this error, instead of foisting it on the customer, and rectify the situation.

 

My husband and I don’t consider this matter resolved in any way, and if you don’t feel the need to fix this after all our loyal years as members, then we’re choosing to take all of our business elsewhere.  



Regards,

******* *******

Business Response:

We are very sorry that you feel that RBFCU is misleading you regarding this inactive fees.  I am enclosing the section regarding inactive accounts that appears in our Membership Agreement.   All of our members should be familiar with the agreement since it contains all of our policies regarding your account.  You can find it on our website. 

18. Inactive Accounts. We may charge a fee for an inactive Account under terms as disclosed in our Fee Schedule. An Account is inactive under applicable law if for more than one year there has not been a debit or credit to the Account because of an act by you or your agent (other than us) and you have not communicated with us. An account is dormant under applicable law if for more than two years there has not been a debit or credit to the Account because of an act by you or your agent (other than us) and you have not communicated with us.

An Account is presumed abandoned if (i) the Account has been inactive for at least three years from the date of your last transaction on the Account or your last *****spondence with us, and (ii) we are unable to locate you. If an Account is presumed abandoned, we are required to report the abandonment and to pay the funds in the Account to the State of Texas.

We do not charge an inactive fee if the account has a balance of $50 or more, if the owner is a minor, if there are loans on the account, etc. 

This same policy applies to all of our members and is easily refunded if we are contacted within a reasonable amount of time.  

If a member  fails to receive a statement from us we do ask that they contact us immediately because there is a problem and we cannot *****ct it if we are not aware of it. 

 

We have decided to refund your $35 inactive fee as a courtesy in this case.  Please send a secured message letting us know which account you would like the funds deposited to.  Thank you.

 

 

 

 

 

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set-up automatic debit for a vehicle loan with RBFCU. RBFCU made one auto-debit on November 27th, then failed to make any more withdrawals resulting in a notification to me of late payment and the assessment of a late payment fee for December.

Desired Settlement: I would like the late payment fee to be removed.

Business Response:

We apologize for the inconvenience this has caused our member. We assume the responsibility for not properly scheduling the member’s loan payment. Our member has been contacted by a representative of our lending department and they have reached a resolution. The late payment will be reversed and payment terms have been agreed upon. Automatic payments will be scheduled bi-weekly per the member’s request. The member will be contacted once more on 1/8/2015 by the lending representative to ensure the automatic payment and terms are taken care of.

12/4/2015 Problems with Product/Service | Complaint Details Unavailable
12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have received two letters from RBFCU Asset Protection, asking that I bring my account to a positive balance. I called them on 10/14/15 at 12:51:26 and talked to ****. **** could not help me because they don’t have my running balance prior to two months. After two months the records are archived. My records are archived also, but I have a running balance from the day we opened our RBFCU account. **** gave me all the standard answers I have always gotten from them. “We have to return a draft going to your savings because we have to follow federal law”. When asked about processing drafts before deposits she replied “we have a procedure we have to follow”. I asked if the procedure was to process drafts before deposits and she answered to the affirmative. I asked if they charge a Courtesy Pay fee (CP) for pre-authorizations, and she confirmed that they do. Since **** only knew my running balance for the last two months, I figured maybe she could answer some questions on CPs and Insufficient Fund (ISF) during the last two months. In the letter they sent me they stated that “RBFCU makes every attempt to pay items presented against insufficient funds.” That may be true, but unfortunately RBFCU does not make every attempt to pay items presented against sufficient funds. I asked **** if she could have someone go through my statements to confirm the CPs charged while I had a positive balance, and she sold me she doesn’t know if they can do that. I asked her how they are going to prove I owe them money if they don’t have a running balance. She didn’t reply. So I told her to have someone with some simple math skills to check my account, remove the ISF from my savings account, then remove any CP and ISF that was charged on a positive balance, and then give me a call so we can discuss the account. When RBFCU deposits $821.00 into my account, then it will have a positive balance and every one will be happy. In addition, I will need letters to any facility that had a returned draft, stating that RBFCU is entirely at fault, and then I will only charge RBFCU for the fees that I don’t get reimbursed for.

Desired Settlement: RBFCU needs to reconcile my account and reimburse my account for all the fees they took out without justification. RBFCU has not provided any service to earn these fees. RBFCU can not loan me my own money and then charge me a fee for it. Please provide the exact paragraph in your Membership and Account Agreement and/or RESERVE REQUIREMENTS OF DEPOSITORY INSTITUTIONS (REGULATION D) and/or COLLECTION OF CHECKS AND OTHER ITEMS BY FEDERAL RESERVE BANKS AND FUNDS TRANSFERS THROUGH FEDWIRE (REGULATION J) that entitles you or demands that you charge these fees and return any drafts unpaid while I have the funds in my account.. If RBFCU doesn't have a copy of the regulations I can provide RBFCU with copies for a minimal charge. After RBFCU reconciles my account, then they need to bring my account to a positive balance and provide the proper letters required for my other institutions so that I may request return of any charges from them due to RBFCU's lack of good faith or failure to exercise ordinary care as required by federal law. In addition, I need RBFCU to reimburse me for any funds that I can not recover that I incurred due to RBFCU's dishonest, immoral, illegal activities.

Business Response:

An account review determined all fees were assessed correctly. RBFCU can reconcile the members account; a fee of $15 per hour fee applies. If the reconciliation reflects the account balance is true and correct; the member is responsible for the applicable fee. The member is responsible for promptly examining each account statement monthly. Any objection to transactions must be reported to the credit union prior to the 33rd day after the receipt of the statement. If the member does not dispute or object to any account transactions, RBFCU will not be liable for any errors or discrepancies if a notice isn’t provided. (Membership and Account Agreement, pg 10, sect 2) The member requested the Asset Protection Department representative look back to December 2013. RBFCU employees have access to a current and prior month running balance and therefore, the information the member requested was not available.

Courtesy Pay (CP) fees are charged when there are not sufficient funds in the account to pay the item. Per payment authorization, the member will ensure the account contains sufficient available funds at all times to pay each of the transactions. (Membership and Account Agreement, pg 7, sect. 1) Our records reflect the member has been explained how the process works and has been refunded fees in the past. Fees will no longer be refunded unless it’s determined there was a credit union error.

The member is responsible in maintaining sufficient funds in the account at all times in order to pay a withdraw. All checks and debits are processed in order of arrival sequence throughout the day. (Membership and Account Agreement, pg 7, sect 3 & pg 9, sect 10)

The members account is subject to certain fees and charges set by the Fee Schedule. The member agrees to pay all such fees and charges. RBFCU may debit the account, without notice to the member, for all charges and fees we impose. (Membership and Account Agreement, pg 11, sect 15)

Per Regulation D, transfer limitations apply to savings and money market accounts. (Membership and Account Agreement, Electronic Fund Transfer Agreement and Disclosures, pg 15, sect 2)

RBFCU Membership Disclosures are available at www.rbfcu.org. We recommend the member read the membership and account agreement in full for additional information. The agreement is not limited to the above information.

Consumer Response:

Complaint: ********

I am rejecting this response because:

There are too many discrepancies to simply concur or reject RBFCU’s response.

  1. Please reconcile the account. Contact me if they need any information. I have spread sheets for each month.

  1. The account has been examined in a timely manner. There is no time limit for me to take action against RBFCU as each discrepancy has already been reported in a timely manner. Just because RBFCU’s employees refused to reimburse the funds in question does not burn up my time to report the discrepancies again. This is RBFCU’s error.

  1. RBFCU states that “An account review determined all fees were assessed correctly.” Please explain to me how you know “all fees were assessed correctly” when you don’t know the account running balance?

  1. RBFCU has admitted that they have been notified of the account errors in a timely manner with the statement “Our records reflect the member has been explained how the process works and has been refunded fees in the past. Fees will no longer be refunded unless it’s determined there was a credit union error.”

  1. In addition RBFCU states “Any objection to transactions must be reported to the credit uni on prior to the 33rdday after the receipt of the statement. If the member does not dispute or object to any account transactions, RBFCU will not be liable for any errors or discrepancies if a notice isn’t provided. (Membership and Account Agreement, pg 10, sect 2).”  All objections had been made repeatedly in a timely manner, and this is indicated by the reversal of some of the so-called $24.00 Courtesy Pay (CP) fees. If RBFCU states that their records reflect that I have been explained how the process works, then it must have been at the time I was reporting a discrepancy. Why are they claiming I didn’t report the discrepancies within their 33 day period. I have record of several of the fee’s being reversed, due to my objections made to RBFCU.

  1. RBFCU states “The member is responsible in maintaining sufficient funds in the account at all times in order to pay a withdraw. All checks and debits are processed in order of arrival sequence throughout the day. (Membership and Account Agreement, pg 7, sect 3 & pg 9, sect 10)”  RBFCU does not follow this policy. They process debits with an effective date (the date the preauthorization is made) while refusing to use an effective date for deposits (using the 3 business day delay) even though they have an electronic “effective date” for ACH deposits.  As a matter of fact, RBFCU has taken longer than the three day delay for ACH deposits as outlined in federal regulation, even though the federal regulation and RBFCU’d Membership and Account Agreement Pg 8, Sec 6c allows for provisional deposit.  This is hardy processing checks and debits in the order they are received.

  1. While RBFCU has stated their rights and the customers responsibilities, and will often say “that is our policy” when they do something questionable, it is quite clear that the federal regulation requires RBFCU to act in good faith. 


Regards,

******* ******

Business Response:

RBFCU understands an occasional oversight on finances can result in fee charges. Fees can be refunded as a courtesy to the member as an exception and at our discretion. These exceptions do not admit fault on behalf of the credit union. Merchant errors also result in fees assessed to the member. Fees were previously reversed to the account due to a merchant error (Microsoft). This was not previously explained to the member and we apologize for that. The merchant did correct the additional debit to the account but RBFCU refunded the fees due to it being out of the member’s control.

The member will be contacted within the next 2 business days for information regarding reconciling his account.

The member’s complaint was addressed previously in the response sent on October 28, 2015. The  request for the refund of fees remains denied.

12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Terrible customer service. They take pleasure in giving their customers the run around. I had called and was not at home so i didn't have with me the needed passwords and a 6 digit code. As soon as i got home and called, the person on the phone asked me if i had called earlier, i said yes, so he proceeded to tell me i needed to do everything online and refused to help me 1) get deposit slips, 2) update my address (i have been living here 3 years, yes) 3) change the address on the checks bc the house is on sale. nothing. he said spitefully and with glee that he couldn't help. then online some lady on live chat said she could not help me either and gave some long list of hoops asking me to reverify my 6 digit password. The bottom line is they make you feel small and they are extremely condescending and take odious pride in saying they cannot help you. I did get frustrated with them and retracted an insult i said, but i have no respect for people who give others a hard time with numerous passwords and codes only out of spite. That is uncalled for and this has happened to me now the second time already. I put a feed back on google and saw the same or similar complaints. Please do something about it. People like that should not be in customer service. if i didn't know better,they treat their customers punting off all responsibility towards being of solid moral character and being helpful putting their customers first. sad they don't realize their paycheck comes indirectly from their customers whom they treat like quasi-criminals.i need an updated credit card. it expired on 01 november 2015i need deposit slips to mail some checks to them in my joint account w my husbandneeding to update the address on the check since we are selling the house they refused to help me both on the phone and onlin. Instead they gave me a very hard time with a user name a password, a 6 digit number, and my 'my favorite pet',my social. i got home retrieved all.they wanted me to change code not addressing my cheif complaint

Desired Settlement: Please:i need an updated credit card. it expired on 01 november 2015i need deposit slips to mail some checks to them in my joint account w my husbandAddress change: needing to update the address on our checks since we are selling the house Please reprimand them Thank you very much!(I am a nice person and though i lost my cool,and then apologized for 1 insult which slipped, i think anyone in my place would have felt similarly frustrated). i hope this helps improve business

Business Response:
When a member is not properly identified over the phone, RBFCU offers other methods of verification. This is for our member’s protection and security. A valid attempt was made to verify the member’s credentials in the initial phone call. The member was unable to provide the proper information in the identification process and was therefore provided additional avenues to verify her identity. The member’s second call for verification was unsuccessful due to the first call. The member was provided the proper avenues to have her security information updated. While a supervisor was sought, neither call was passed to a supervisor for additional assistance. This is a training issue and will be addressed.

The member has since been verified online. Deposit slips were mailed and she has updated her account information.

11/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made my monthly car loan payment on 1 September 2015 through a cash advance on my debit card. It took Randolph Brooks Federal Credit Union until 29 September 2015 to send the transaction to the bank where my debit card is from. At the time of the transaction (1SEP15) I received the Cash Advanced Slip filled out by the Randolph Brooks FCU employee and I signed it to authorize the cash advance to show proof that I did in fact pay on the 1st of September. With Randolph brooks waiting till the very last day of the month of September to process my payment, it caused me to have insufficient funds to where I made a payment the very next day for the month of October. I know how to scramble around to get money for this coming payment due on the 21st for September. If this would've been processed properly on the 1st of September, there was funds available for that transaction and I would not be in the position I'm in. I'm a recently separated veteran going to school full time, which is really hard to find time outside of school and work to come up with extra cash. I'm concerned for how this issue was handled due to my monthly car note is due by the 21st of every month, but they didn't process the transaction till the 29th of September (past the due date) brings a great concern to me and others.

Desired Settlement: I'm wanting to hold back the payment for October to push to November without penalties. Also to clear any negative counts against my credit due to the checks that were returned due to insufficient funds, which there would've been funds if the initial payment on September would've been handled properly.

Business Response:

We apologize for the issue with the creditcard advance. There was a system issue that not only affected this member but others as well. The manual postings were completed as soon as possible.

The member processed the creditcard cash advance for $600 and the transaction was approved. Due to the system issue, the funds were not debited from the sending institution immediately. The funds should have been allocated as payment to RBFCU as of September 1. If the member did not allocate these funds for RBFCU and wrote checks for these funds on a later date, he accrued returned check fees from the other institution. The creditcard advance was then processed on September 29 after the proper research was conducted. On October 15, the member visited a branch to dispute two $29 fees accrued from the other financial institution due to returned checks on the funds in his account. Due to the time it took RBFCU to collect the funds, the refund was processed.  

At this time, the loan payment will not be deferred. The member does qualify for Skip-A-Pay in which he can choose to skip the November or December payment without penalty. This can be done by logging into his account via NetBranch Online and select Skip-A-Pay from the loan drop down menu. He can also call the member service center or visit the local branch.

No additional fees were assessed to the loan or the account.  Negative credit information was not reported due to this issue.

10/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Major ongoing complaint with loan dept. AFter being lied to and/or misrepresented to at least three time by two video phone loan employees, confirmed by a loan manager, I was finally m

Desired Settlement: ailed the contract and someone had improperly and without my permission checked a box I didn't want checked. Then to top it off, I got my savings account statement today and found out that someone, without my permission or knowledge withdrew over $l4,000 out of my savings accouht, so I not only didn't know about this, but failed to get any interest on this money for over a week. So I went back to the Allen branch, and again they were helpful trying to get me to resolve my issue but have no standing over the loan dept, and after an extended wait to talk to a supervisor (apparently I'm not the only one with complaints about the loan dept, supervisor Christie Carter came on the line and told both of us she didn't want to speak with me. Finally, she relented and confirmed that *** of ***loanorinatoruser of the loan dept did in fact pull over $l4,000 out of my savings account without my permission or knowledge. I am not a happy camper and will not use thier loan dept again. If they don't want my business or interest,. I can pay it off or switch banks or Credit unions

Business Response: On August 19, RBFCU processed the member’s loan to correct the term from 66 to 36 months. In order to process this, proceeds from funding the new loan were temporarily deposited into the member’s savings account. When these funds were debited to pay off the original loan, it was done so with an effective date of the origianl loan date of August 12, 2015. This was done in error. The effective date should have been August 19 as that was the date of the corrected loan. The interest lost has been calculated and credited to his account as of September 28, 2015. Interest credited was .56 cents.  

The discussion with the supervisor will be addressed. After explaining the issue to the branch representative, the lending supervisor asked if the branch representative would explain the issue to the member. When the branch representative stated she was not comfortable with it, the lending supervisor did so.

An itemization has been mailed to the member. One was not originally sent since the information was taken from the original loan agreement. In researching the questions asked of the member from the original loan, it was determined the question was not presented to the member to choose to be sent an itemization. This has since been added to the template.

We apologize for the inconvienence this has caused the member.  

Consumer Response: Complaint: ********

I am rejecting this response because:  Not all of my concerns have been addressed, however I appreciate that finally after writing the CEO of RBFCU, someone from the Loan Dept has been working on trying to correct the over five errors made while processing my application and getting me the loan I originally desired.   I would like to thank Ms. **** ****** (sp?), of the Loan Dept for working on this, but as I told her, if this happens to me (this many errors), and seeing the large amount of complaints against this CU on this and other sites, how many other people, customers is it happening to?

On the l-800 queue, one time I was told that there were no supervisors or managers who would speak to me, sometimes they would leave messages with no return phone code or extension left and then one time when I tried to return Ms ******** phone call, on that message she did not leave me an extension, the l-800 Customer Service rep said I was not entitled to it.  I then had to call back the 1-800 number and wait in line to be talked to, then ask for a supervisor who gave me her number.  If I had the name and title of the person I wanted to talk to, why wouldn't they give me their extension number.

The only way I got any action on this loan (and I had excellent credit, and could have paid off the loan with cash anyway was to appeal to higher ups, since loan reps continually told me that I couldn't change the improper loan, and since it wasn't finalized why they did the things they did to me.  If they did it to me, how many others do they do it to?

I do give credit to the local ***** *** ****** *** ***** ****** ** ****** ** ** ******* *** ****** ******** **** *** ***** *************** *** ** *** 
*** ****

Business Response: All calls have been reviewed. Mrs. *******s extension was provided on numberous occassions. In addition, her direct number was provided in letters that were sent to the member on 8/24/2015 and 10/2/2015.

We did find that in one of the calls, the representative did not provide Mrs. *******s extension nor did he ask how he could assist the member. This coaching opportunity has been addressed with his immediate supervisor.

Consumer Response: Complaint: ********

I am rejecting this response because:
One, the loan dept continues to make my loan experience the worst ever.

Two, I was promised by Ms. ****** that I would receive a Loan Payment coupon book about a month ago, but  have never received the payment coupon book, I did receive a temporary coupon for l2 months, but is this a continuation of it's poor loan policy, information and follow up to me as an individual complaining about poor service with the loan dept?  Or do they do it to everybody?  This would be the sixth issue I have had with the loan process, etc.

The only positive thing that has happened is the positive experiences I have been receiving at the ***** ****** the last couple of months, but let RBFCU know that I am not a happy camper with the RBFCU loan dept
Regards,
*** ****

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bank states that item(s) are overdrawn due to other items processing. 2nd items do not get processed, and overdrawn fees are then accessed to BOTH items when account is NOT overdrawn to begin with to cause overdrawing and allow for more overdraft fees.

Desired Settlement: Give me my overdraft money that you stole from me for no reason.

Business Response:

RBFCU has reached out to the member. We will be sending the member account information via email, per the members request. The email will address the members concern
about multiple items processing, fees assessed and the available balance at time of processing.

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I feel so violated dealing with everyone that I dealt with and I don’t like that. I visited the Plano branch to apply for a car loan, I was never asked if I was an American citizen before but on that day I was asked that question twice. After spending over an hour and 45 minutes in going through all kind of questions and being video conferenced they told me they will contact me with a decision. I had to make the call to ask on the status of my application, they said it’s approved and I need to visit one of the branches to sign the application. I visited the Frisco branch the next day to sign, a bank Clark said he needs to see the car, after seeing the car he said that I need to do the video conference again. I was not happy to heard that I will have to go through that all over again and the branch employee was so rude saying (this is our rules) I asked to cancel my application so he made a call to cancel the application and I asked if I can speak to the lady that answered the phone, I asked her why do I have to go through all that again? She repeated the same thing (this is our rules).

Desired Settlement: Sometimes showing concern can go a long ways. A customer service training is needed for sure.

Business Response:

RBFCU strives to provide excellent member service to all members. All new members must answer a series of identity questions in order to validate their identification. The member’s citizen status is a part of this process. There is no intention to make anyone feel violated or uncomfortable. Obtaining this information is required.

All RBFCU loan processes are centralized in one department. All correspondence for any loan must go through the central lending department which communicates in the branches via video conferencing. We serve our members as efficient as possible and therefore, there may be a longer wait time. In the member’s loan application, the decision center required additional question answered to better clarify credit information. Obtaining this information after the member had to leave the branch delayed some of the loan process and therefore additional time was necessary.

While the branch and lending staff explain the process to our members, RBFCU can use this as a training issue and will forward this information to the proper areas. We apologize for any inconvenience or lack of respect felt on part of the member as that is never our intent.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a new car through RFBCU with a great teaser rate. Because I have excellent credit it was approved right away up to $30,000. To make a long story short, the initial video phone young white male lied and/'or misrepresented himself to me and set up a 66 month loan, when I wanted a 36 month loan. He even quoted about $400 per month in the initial agreement. Why can't the local branch set up the car loans, and the regional office approve it or deny it? I was told that someone would contact me to complete the car loan paperwork. I asked if he could show me some paperwork to prove that there was no pre payment penalty and he said no, it was implied, or words to that effect. About seven day later, I received a contract in the mail, stating it was 66 months. Again, I went to the local branch and they were very helpful, including the manager, but ******** of the car loan consumer loan division said I was stuck with the 66 month loan. I then asked if I made double payments, when she wouldn't budge from her position, and would the second payment come off of the principle, or just be considered a payment in advance and the full amount would still be subject to interest? I mailed in the original contract finalization papers, unsigned as this is not what I agreed to. I can pay off the loan in cash if that is what they want. This week, I have probably made 20 calls to the call center, been put on hold for l0-15 minutes, am unable or they don't want me to speak to a manager or supervisor and am extremely frustrated the car loan process with this company.

Desired Settlement: Correction of loan agreement, and letter of apology. Also, that I receive vouchers or coupons with monthly bills via lst class mail and that I receive a copy of the equity breakdown by payments over 36 months

Business Response:
RBFCU lending supervisors have been in communication with the member to resolve the matter. In the initial application process, the member was approved for a loan for up to 66 months. While the members request was submitted for 36 months, the loan approval was changed to 66 months in case the member changed his mind and would have liked to extend the term. Finalizing at 36 months was still an option. When terms were verified with the member via email once the vehicle buyers check cleared, the length of the loan was not noted in the email. The lending representative should have then contacted the member to confirm the term of the loan since his request for 36 months was not noted in the application process. Once the loan was finalized, RBFCU cannot make any adjustments to it. At this point, the proper procedure would have been to create a new application without running a new credit report and finalize with the 36 month term. Instead, the process caused our member frustration and lack of confidence in the RBFCU lending department. The creation of a new loan application would have answered the members questions about pre-pay penalty, paying the loan off early and applying additional funds to principal.

While our local branches can help our members with other account matters, branch personnel do not finalize consumer loans. RBFCU has centralized the lending department to streamline the process.

RBFCU would like to apologize for the member service and all miscommunication he received from our lending department. We strive to provide excellent member service to all members. The level of member service he received from our lending department did not meet this expectation.

A corrected loan agreement was mailed via certified mail on August 19, 2015. A letter of apology was sent via UPS Ground and will arrive to the member within the next 2-3 days (tracking number ******************). Payment coupons are also included. An additional payment booklet has been ordered and delivered to the members address. Also enclosed is an amortization schedule which showed the breakdown by payment. An additional security agreement is also included for his records.

Should he have any questions or concerns, please feel free to contact **** ******, Assistant Vice President, Consumer Lending at *************

Consumer Response:

Complaint: ********

I am rejecting this response because:  while I appreciate the response, I was NEVER TOLD THAT I COULD REAPPLY FOR ANOTHER LOAN OR THAT A 66 MONTH LOAN COULD BE CHANGED.  Check the video conference with the second female employee of your department (NAME AVAILABLE UPON REQUEST), she told me I was locked into a 66 month loan and said she didn't know if multiple payments counted toward paying down the equity or not, and she is an expert? in the loan dept.  Also, check out the first video phone conference with the young male when I SAID MULTIPLE TIMES I WANTED A 36 MONTH PAYMENT SET UP, and he lied and/or misrepresented himself and your company by stating someone would contact me with l5 minutes of my purchase (it took 7 days) and also that he couldn't guarantee that there was no pre payment penalty and would not honor my request to be notified via lst class mail or email of this fact.  I am not happy with either the treatment by these two, or the fact that after over ten calls to your phone department, one time I was told that there was no supervisor or manager available, and most of the time after spending at least l0 to l5 minutes in the queue, having to start from scratch with the whole story, or ask for a supervisor or manager.  Several times supervisors or managers including supervisor ***** ********* never left their four digit extension on the phone message to me.  Plus another supervisor appeared to want to help, left her four digit extension on my record a phone, but when I called, it rang and rang and rang and then finally someone else answered and I asked to take a note or leave a message for her and she NEVER called back.  Allen branch manager ******** attempted to do what she could to resolve the issue but it is not her department.  (and I appreciate ********** help).  Also, in response to your response to the BBB, I never asked nor expected the local branch to finalize the paperwork, but most banks and financial institutions offer to assist customers or offer them places to fill it out.    If RBFCU doesn't want my business, let me know in writing and I will pay off the car loan and move my moneys and business to another bank, I have more than enough to pay it off.


Regards,

*** ****

Business Response:


The desired settlement requests have been completed.  The correction loan agreement,
apology letter and loan coupons have been mailed.  On 8/27/15 a lending vice president contacted the member and the member was able
to discuss the events which occurred and pass on his concerns.  At this time we feel the requests and
concerns have been addressed.  We appreciate the opportunity to assist the member and his membership. 

 

 

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The bank gave us a refinance check to Ally bank now has a title to the vehicle even after i informed them about the truck the proceeded to go forward with the repression because they can not get the Ally Bank to give the money back. Even though i returned the truck telling both banks about the situation they are in a stale mate. Holding me responsible because they can not agree to do business. one won;t give the title till they get the money. The other won't give the money till they get the title. help

Desired Settlement: un freeze accounts

Business Response:

The member has signed and agreed to a refinance agreement with the credit union. This agreement is binding and the amount owed is valid. RBFCU has explained to the member his obligation and his need to resolve his concerns with the dealership.  Due to the delinquent status of his loan, his account services will remain limited until satisfactory payment has been made. The member has been advised on his options to move forward.



Consumer Response: Complaint: ********

I am rejecting this response because: it is not my fault two banks can't work out on who should send the title back or who should send the money back they will not agree on terms with each other. So both banks are in a stalemate with each other. I tried to be the third party mediator. By getting both to agree on terms. Each time doing a three way call. Once I get them to agree and I get off the phone with them. Both banks are not agreeing any more on who should send the title back first or who should send the cash first. I shouldn't have to be the adult getting both banks to work it out. When as businesses they should have the abilities to resolve the matters with out hurting the customer because they can't agree with each other. I have tried since February when I realized the dealerships mistakes. But no they refused to listen to me. And processed the loan any way even after I warned them of the vehicle. Now the banks are not agreeing putting it on me turning this into a repossession

Regards,

**** ******

Business Response:

When the member purchased the vehicle from the dealership, he agreed to assume financial responsibility for the loan with the original lender. His decision to refinance the vehicle with RBFCU holds the member binding to the loan agreement to pay for the vehicle. His choice to no longer want the vehicle does not change his financial responsibility for the loan. The amount owed is valid. RBFCU will not forward the vehicle title to any party prior to receiving full payment for the vehicle.

 

Any previous discussions or errors on part of the dealership and the original lender are between the member and those parties. RBFCU will not assume responsibility for any misinformation prior to the refinance.

Consumer Response: Complaint: ********

I am rejecting this response because: so I hope you see I told the banks back in February that the vehicle was a lemon I was taking it back because the dealerships faults in their practices. Also I put both banks on the phone. They have a verbal agreement between Tanya Parker from RBFCU and NEL from ALLY they agreed to reverse the transaction. They went into a stalemate over who should send the money and who should send the title back first. When do businesses quit listening to the customer. When they where warned on the foul play I saw take forth. So I took the vehicle back. They still can't work it out. That is not the loan takers fault. I did what I knew was right returned something that was not working right and put my family in jeopardy if driven. So unless someone is killed in the truck no one will listen to the customer. I got the BBB invoked so they could witness the miss practices by three parties. I told all three parties of my actions they went forward processed paperwork when the circle was clearly returned. The dealership took possession of the vihcle the second the moved that truck from the front where I left it and told the dealership both banks where in agreement not to finance the vehicle. Some how with out me knowing all processed into me going into debt over a lemon and two banks who can't agree on anything. Again not my fault I warned them BBB AND TOLD THEM THEY HAVE RECORDINGS OF THAT CALL. 

Regards,

**** ******

9/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6 Aug 15 I mailed a check issued to me by SunTrust Bank for $8,400 to my bank (****). Somewhere along the mailing process, someone stole the deposit slip and check. I do not know if they stole it from the mailbox, or if it happened at the distribution center, but I do know that the mail never arrived at ****. On 20 Aug 15, at 1:26 PM someone cashed the check at a Randolph Brooks Federal Credit Union (I don't know which branch). I have a copy of the cashed check and it was not cashed by me or anyone I know. I brought a copy of the cashed check to the ************ ****** **. RBFCU branch to see if they could assist me in coming to a resolution. The RBFCU employee, while very polite, spoke with her manager briefly then came back and told me they could do nothing for me despite having plain evidence of someone fraudulently cashing a check made out to me at their facility. Furthermore, I'm very concerned that RBFCU even allowed this check to be cashed to begin with. The check was made out to me yet they cashed it out to someone else.

Desired Settlement: Ideally, I want the money that is owed to me. I'm currently out $8400 and the vehicle I sold to get that money, because RBFCU cashed it out to someone that stole it from me. I would like to see RBFCU be a little proactive in working with SunTrust, and the police, to help find out who did this and help me get my money back.

Business Response: RBFCU has contacted the complainant to discuss the matter. Due to elements of the check, the complainant has been directed to follow steps with the maker of the check and the paying institution. Once proper documents are obtained, RBFCU will follow procedures to refund the funds back to him.

RBFCU will continue to work with the complainant while the matter is resolved.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

p.s. RBFCU has been very proactive and helpful in helping to resolve my problem.

8/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May 2015 I attempted to open a checking account with RBFCU online. I entered my information online and submitted the application. Upon submission, I was charged a "Hard Inquiry" on my ********** credit report. I was able to notice this because I have alerts on all of my credit reports that informs me of any activity. Immediately I received an alert that a hard inquiry was completed. I never authorized for RBFCU to conduct a hard inquiry on my credit file. I have opened several checking accounts throughout my life and never once have I been charged a hard inquiry to open a checking account. There was no documentation online that was informing me that is was going to be completed. I am trying to keep a tight reign on my credit activity and the next day I contact RBFCU customer service. They ignored my emails and were unable to help me with any documentation to remove the hard inquiry. I contacted ********** directly and they advised me that they are unable to remove a hard inquiry on a persons credit report. The only way for this to be done is to receive a letter from the institution that conducted the inquiry and submit it to ********** for removal. I have already tried to obtain correspondence from RBFCU and thus far they are unwilling to help with this.

Desired Settlement: I would like from RBFCU to submit documentation to myself, or to ********** so the hard inquiry can be removed from my credit report. Without a letter from RBFCU, ********** is unable to remove the inquiry. Each hard inquiry hurts my credit score and I only authorize a hard inquiry if it is absolutely necessary. I pick and choose with great discernment on when they are allowed. In this instance, I did not authorize RBFCU to conduct a hard inquiry.

Business Response: RBFCU obtains consumer information prior to opening accounts.  This is disclosed to members, and potential members, prior to the credit bureau pull. 
The on-line program used in this case requires an acknowledgement of the TERMS AND CONDITIONS before proceeding.   If this is not agreed to then the
process is stopped prior to the credit bureau pull.  Once it is agreed to by checking the appropriate area, the process continues (to include a credit bureau hard pull).
___________________________________________________________________________________________________________________________
  TERMS AND CONDITIONS

   E-Signature and Electronic Disclosures Agreement:

___  I agree to the E-Signature and Electronic Disclosures Agreement and authorize Randolph Brooks to access credit records related information for all 
       applicants in order to process this application. 
____________________________________________________________________________________________________________________________

We are unable to have a legitimate credit bureau pull removed from an individual's records.  Since this was agreed to by the individual prior to the pull it is
considered a legitimate pull.

Thank you for allowing us to respond. 

Business Response: RBFCU obtains consumer information prior to opening accounts.  This is disclosed to members, and potential members, prior to the credit bureau pull. 
The on-line program used in this case requires an acknowledgement of the TERMS AND CONDITIONS before proceeding.   If this is not agreed to then the
process is stopped prior to the credit bureau pull.  Once it is agreed to by checking the appropriate area, the process continues (to include a credit bureau hard pull).
___________________________________________________________________________________________________________________________
  TERMS AND CONDITIONS

   E-Signature and Electronic Disclosures Agreement:

___  I agree to the E-Signature and Electronic Disclosures Agreement and authorize Randolph Brooks to access credit records related information for all 
       applicants in order to process this application. 
____________________________________________________________________________________________________________________________

We are unable to have a legitimate credit bureau pull removed from an individual's records.  Since this was agreed to by the individual prior to the pull it is
considered a legitimate pull.

Thank you for allowing us to respond. 

Consumer Response: Complaint: ********

I am rejecting this response because: I have opened numerous bank accounts in the past and never before have I been charged a hard inquiry for doing so. The language in your response to me providing my e-signature does not completely explain what is going to be done. Whenever a hard inquiry is performed on my credit file, it tell me SPECIFICALLY what is going to be done (inquiry). Yours just states "credit records". That is not clear at all and actually the opposite of what most lenders declare when one applies for a loan, credit card, etc. I suggest you change the language so in the future, so consumers will know exactly that a hard inquiry will be completed.

I have already spoken to ********** and all I would need from you is a letter stating that the inquiry was completed in error and they will remove it from my file. Regardless of you stating that I agreed to the inquiry or not, the language in my opinion states other wise. I would not have agreed to the inquiry if it was better explained to me, rather than in a vague fashion as it was. So in my opinion, I did not agree to a hard inquiry, or else I wouldn't be at this point filing a complaint for the first time in my life with the BBB. 

Again, I am asking you to mail me, or email me a simple letter, or provide it to ********** yourself explaining that the hard inquiry completed on my credit file was done in error and that it should be removed. If you do that I will not proceed any further. It is a simple and reasonable request.

Regards,

******* *********

Consumer Response: Complaint: ********

I am rejecting this response because: I have opened numerous bank accounts in the past and never before have I been charged a hard inquiry for doing so. The language in your response to me providing my e-signature does not completely explain what is going to be done. Whenever a hard inquiry is performed on my credit file, it tell me SPECIFICALLY what is going to be done (inquiry). Yours just states "credit records". That is not clear at all and actually the opposite of what most lenders declare when one applies for a loan, credit card, etc. I suggest you change the language so in the future, so consumers will know exactly that a hard inquiry will be completed.

I have already spoken to ********** and all I would need from you is a letter stating that the inquiry was completed in error and they will remove it from my file. Regardless of you stating that I agreed to the inquiry or not, the language in my opinion states other wise. I would not have agreed to the inquiry if it was better explained to me, rather than in a vague fashion as it was. So in my opinion, I did not agree to a hard inquiry, or else I wouldn't be at this point filing a complaint for the first time in my life with the BBB. 

Again, I am asking you to mail me, or email me a simple letter, or provide it to ********** yourself explaining that the hard inquiry completed on my credit file was done in error and that it should be removed. If you do that I will not proceed any further. It is a simple and reasonable request.

Regards,

******* *********

Business Response: ******* *********

Thank you for giving us the opportunity to respond to your request.  This has been reviewed.  We apologize if the information request was
interpreted differently from what was intended. We are unable to provide a letter stating we pulled the credit request in error. 
The credit record request was not done in error.  During the account opening process the information was disclosed regarding granting access to credit records.   This was accepted during the process, if a member doesn’t agree the process can be discontinued.    Based on this information we are unable to provide a letter to ***** ***** stating we made an error.   

Business Response: ******* *********

Thank you for giving us the opportunity to respond to your request.  This has been reviewed.  We apologize if the information request was
interpreted differently from what was intended. We are unable to provide a letter stating we pulled the credit request in error. 
The credit record request was not done in error.  During the account opening process the information was disclosed regarding granting access to credit records.   This was accepted during the process, if a member doesn’t agree the process can be discontinued.    Based on this information we are unable to provide a letter to ***** ***** stating we made an error.   

Consumer Response: Complaint: ********

I am rejecting this response because:

When I applied for a checking account with RBFCU I did not consent to have a hard inquiry on my credit report. I consented to apply for a bank account. The hard inquiry was completed, however, I did not interpret the language to be that of granting a hard inquiry on my credit report. There was no error. The hard inquiry was completed. Again, I did not consent to it, or else I would not have applied for a bank account. The vague language on the application does not change anything. It was deceptive and unclear.

You are using deceptive practices and doublespeak in your response to mask what was done. I understand the magnitude of what a hard inquiry can do to a persons credit report and I am inquiry sensitive, only allowing them when absolutely necessary. Never in my life has a hard inquiry been conducted on my credit report to open a checking account. I would never allow it.

Once again, I am asking you to provide a simple letter to provide to ********** so that the hard inquiry can be removed from my credit report, as I did not consent to it, despite you taking the action of doing so. If you are unable to comply with this reasonable request, I will have to take further action. I refuse to be taken advantage of.

Regards,

******* *********

Consumer Response: Complaint: ********

I am rejecting this response because:

When I applied for a checking account with RBFCU I did not consent to have a hard inquiry on my credit report. I consented to apply for a bank account. The hard inquiry was completed, however, I did not interpret the language to be that of granting a hard inquiry on my credit report. There was no error. The hard inquiry was completed. Again, I did not consent to it, or else I would not have applied for a bank account. The vague language on the application does not change anything. It was deceptive and unclear.

You are using deceptive practices and doublespeak in your response to mask what was done. I understand the magnitude of what a hard inquiry can do to a persons credit report and I am inquiry sensitive, only allowing them when absolutely necessary. Never in my life has a hard inquiry been conducted on my credit report to open a checking account. I would never allow it.

Once again, I am asking you to provide a simple letter to provide to ********** so that the hard inquiry can be removed from my credit report, as I did not consent to it, despite you taking the action of doing so. If you are unable to comply with this reasonable request, I will have to take further action. I refuse to be taken advantage of.

Regards,

******* *********

7/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have encountered an issue where my debits on my debit card were charged twice to my account. This resulted in a overdraft situation and as a consequence I have been charged twice with the 24.00 overdraft fee. I have reported the situation to the bank and they assured me over the phone that I would receive a credit for the 2 charges. I have yet to receive any returns.

Desired Settlement: I have contacted the bank twice over the course of a day. I spoke to two different operators in the fraud division as I had no memory of a certain charge of 84.60. That charge appeared twice and there was an additional charge of 72.67 from a twin peaks that I had visited earlier in the week. The issue is easily resolved as there was a promised refund of the charges made twice by two different agents.

Business Response: Thank you for allowing us the opportunity to respond to this complaint.  The research on this account/situation was completed and here are the findings:

1.  The first $24 fee was charged for a Paypal charge of $79.96 (the available balance was only -69.81)
2.  The second fee was charged for a Capital One charge of $50.00 (the available balance was only -45.81)

The $84.60 charge was a point of sale transaction, but we only see it coming through one time and it did not receive a $24 charge. 

We apologize for any confusion, but the fees were charged appropriately because the adequate funds for those two transactions were not available. 
It is possible that once our member receives his July statement in a few weeks that it will be easier to see why the fees were charged.

Thank you.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

John Elias

7/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: being charged two overdraft fees. when I had the money plus some to cover one charge I feel if you have the money in your shecking or saving to cover a bill you should not be penalized for it.

Desired Settlement: bill adjustment

Business Response:

An overdraft occurs when a member does not have adequate funds available in their account to cover an ACH, check or debit card transaction. The Courtesy Pay fee is charged when an item is paid althought the member does not have available funds. The Insufficient Funds fee is assessed when the available balance on the account is reduced by items that have not yet cleared the account. The items have been approved but have not been received so the amount is on hold.This is a courtesy to prevent the member from having an item returned resulting in embarrassment and additional fees from the merchant.

The member was assessed 2 fees for the following reason. On June 30, 2015, Capital One submitted a debit for payment for $50. The available balance at this time was $44.23 and therefore an Insufficient Funds fee was assessed. The transaction was in a pending status and then cleared on July 1. Also on July 1, American Home Shield sumitted a debit for payment for $53.25. With the previous negative available balance, there were not sufficient funds to pay the item. A Courtesy Pay fee was assessed.

The member has the option to opt-out of the program. This can be done online, over the phone or at a branch location. For any questions, please call ###-###-####.

The fee(s) will not be refunded as they were not caused by credit union error.

6/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had a joint account with my Husband with RBFCU for over 2 years now. At first I was very impressed with their services, and even their customer service. Then around September of 2014 EVERYTHING changed. Several times in the last month, we have had charges not "hit" our account for 10-14 days. We can see the charge and apparently when it says "pending" or "scheduled" that does not "necessarily" mean the money has been removed from our account. We originally told that it had to do with the business/where we did the transaction and not RBFCU. Convenient answer. So obviously what happens, is we see the charges and assume they have been deducted from our account, and spend the money that our account shows we have - and then get hit with overdraft charges. But not just one - we get one for EACH transaction. Even if the transaction was for $3, they hit us with a $24 overdraft charge. The first time this happened to us, we had FIVE overdraft charges, that's nearly $100 for a measly $15-$20 overdraft fee. My husband went to our local branch, and after the teller basically saying "you spent money you didn't have, now you have to pay for it" my husband asked, and demanded to speak with a manager. The manager reversed 3 of the overdraft charges, but said "We have a new system, and it is complicated as to what charges are actually hitting the account and not". When my husband asked for more information - the manager couldn't explain it other than "it is a new system." So here we are again, a charge from TWO weeks has hit our account - which we naturally assumed had already been deducted from our available balance, so we scramble and deposit money only to be hit with an overdraft fee, AGAIN. I am not speaking large amounts of money, I am talking about 10-20 dollars. No one can explain why this is happening. Nor are they willing to find answers. We had the manager call us back and tried to explain why this was happening, but ultimately she chalked it up to "the new system". Ultimately we have decided to discontinue using RBFCU as our main bank. We liked them because credit unions are notorious for being decent bankers, they are usually trying to maintain their customers satisfaction, as well as NOT make money off of people. Well RBFCU is NOT that kind of credit union.

Desired Settlement: I would like a refund for our recent "overdraft fees". Which I just consider you money hungry banker's way of making some easy profits. I realize you won't do this, because "your new system won't allow it". So I will post my complaint here and on EVERY single site I can think of. Also,, when people ask about RBFCU's car loans, I will laugh and tell them don't even think about it, even if your APR is twice as high with another bank, go with them. They won't force you to open a checking and savings account, and then steal money from you.

Business Response: When viewing the account, transactions with additional descriptions such as "pending" and "scheduled" are shown prior to the transaction posting to the account. This does not mean the item has cleared nor that the amount has been deducted from the account. The member must monitor their account and account balance to avoid over drafting their account. Sufficient funds must be available before initiating the transaction.
An overdraft occurs when an account does not have adequate funds avaialble to cover an ACH, check or debit card transaction being presented for payment. The Courtesy Pay fee is charged when an item is paid althought the account does not have available funds. This is a courtesy to prevent the member from having an item returned resulting in embarassment and additional fees from the merchant. The fee is $24 per item no matter the dollar amount. The member must "opt in" for this service. Should our member not want to continue to accrue additional fees in the event there are not sufficient funds available in the checking, she can choose to "opt out" of Courtesy Pay. This can be done by phone, online or in a branch.
Before the fee is charged, the credit union does seek additional transfer options to cover the transaction when funds are not available. The Overdraft options are a pre-selected savings account with available funds or a Line of Credit with available funds. These were not options for the member at the time.
Fees were reversed to the member as a 1 time exception as the reason for the fees was not a credit union error. Additional fees will  not be returned.
The system is not the reason the fees were charged. We apologize if the member was not previously given the proper information.
We value our members. Should she have any additional questions, please call the Member Service Center at ###-###-#### or visit the nearest branch.

6/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have never over drafted on my acount before. Randolph brooks have been doing constant maintenance on there web sit. I joined this Union because I like getting on line and not having to deal with people to transfer my money around. I ended up getting a over draft because I couldent get in my acount on time to switch money around because of y'all's constant web maintenance. They charged me 2 over draft fees equaling 48 dollers I want my money back. I don't understand why I'm gitting charged 48 dollars when I alwas have 2000 dollars plus in my acount. I am not happy and when I call the branch they denied my clam. NOT HAPPY

Desired Settlement: This is the first problem I had with randolph brooks if it isn't reslved I will be look else were to have my money safe

Business Response:

Based on account information, the member did not have sufficient funds in the checking account when 2 items attempted to present for collection on June 4, 2015 and June 5, 2015. The items were paid and fees were assessed. There were no other funds available in the savings account to apply for overdraft protection.

In order to not be charged a fee, there must be sufficient funds available in the checking account at the time the transaction occurs. If sufficient funds are not available, RBFCU will attempt to transfer available funds from the designated overdraft protection account. If no funds are available in the designated account, a fee will be charged for each transaction.

Because our member is in good standing and has not previously accrued any fees, RBFCU will refund one $24 fee to the account as a onetime exception. Further fees will not be returned.

For additional questions or concerns, the member may call our Member Service Center at ###-###-#### and speak to a representative.

Consumer Response: Complaint: ********

I am rejecting this response because: yall didn't get my point in tired of yall doing maintenance work on the website. if yall weren't doing that at the time I could of put more money in a head of time from my other bank acount. I couldn't view my acount so I didn't know how much I had in that account. I have more then $2000 in my accounts all the time and in the past even higher. I felt like I was a valued member to randolph brooks. I am not feeling valued with this and I may just go somewhere else with my money. 
Regards,

********* *******

Business Response:

While our member states he was unable to access the RBFCU website, it was determined the website ************* was not down for any maintenance during the 30 days prior to the fees being assessed to his account. Additionally, there are other avenues available to transfer funds should members not have access to the website. They can call out automated phone system 24 hours a day, 7 days a week. Our phone system gives our member’s access to account balances, recent transactions, transfer options and more.

Courtesy Pay is an option for our members. Members must choose to opt in to the program. Should our member like to opt out, he may do so my calling the Member Service Center at ###-###-#### and speak to a representative during our normal business hours or log into his account online and update the Courtesy Pay option located under My Profile and select Member Services. Non-Sufficent Funds fees may still apply.

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

********* *******

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Randolph Brooks Federal Credit Union has ran an unauthorized credit inquiry on mine and my mothers credit, adversely affecting ourcredit score. We sent emails and followed up with several phone calls to ****** ******* at the local RBFCU branch and received no assistance. We requested that they contact the all 3 credit bureaus and remove the unauthorized hard inquiry immediately, under the Fair Credit Reporting Act, Section 1681b(c): Transactions Not Initiated by Consumer and they have not. My mother and were looking into purchasing a home and decided to start the financing process. We reached out to several banks to get some information before making a decision on which bank to go with. We called RBFCU to ask questions about the approval process and what info they would need to qualify us, etc and the customer service representatives we spoke to referred us both to their website, telling us all the info required can be found on their online application. So, we did just that. We created an account to view the application as their website requests. We DID NOT submit an application for a mortgage loan to RBFCU. We simply created an account to LOOK at their loan application as they directed us. A week later, we both received letters from RBFCU "regarding our application for a home loan" and our credit reports have been hit with a hard inquiry. This has lowered both our credit scores, directly affecting our ability to purchase a home.

Desired Settlement: I request that you contact all 3 credit bureaus and remove the unauthorized hard inquiry immediately, under the Fair Credit Reporting Act, Section 1681b(c): Transactions Not Initiated by Consumer. I also request that you remove my personal information from your records. Please send me a written confirmation that you have complied with my requests.

Business Response: The process used clearly notifies the individual that a credit report will be ran and gives the member a chance to stop the process at that point to avoid the credit bureau inquiry.   Once the credit inquiry has been completed in this manner, we are unable to have it removed since it was a legitimate inquiry.  We were able to confirm that this notification is in place and is dispayed to each individual attempting the online account opening process. 

Thank you. 

Consumer Response: Complaint: ********

I am rejecting this response because:

i did not authorize the credit inquiry on my report.  I do not have a bank account NOR did I submit an application for any kind of service or loan to Randolph Brooks Credit Union.  My mom did not either.  Your website absolutely does not clearly state that a hard inquiry will be ran for LOOKING at the application and why would anyone in their right mind expect a bank to run a hard inquiry check FOR NO REASON.  My mom and I did not request a service from your bank at all and your hard inquiry has lowered our credit scores.  This inquiry has directly affected my mothers ability to buy a home.  Is this your idea of a lawful credit inquiry?  One that was ran when no services of any kind were requested of your bank?  

Please provide the account# and/or copy of loan application that my mom or I submitted to your bank?  We are not the first people that this has happened to and we are definitely not the only ones that feel you unlawfully checked their credit.  You have done this to countless people and their complaints are all over the web.  You have ruined so many peoples chances to buy a home with your shady business practices and it is such a shame that you have such disregard for peoples lives.  
 
You absolutely CAN have the inquiries removed.  In fact, you are the only one that can have the inquiries removed from our personal credit reports because you placed the inquiry.  The truth is, you don't want to remove the inquiries.   Remove the inquiries  as we have not requested an account be opened nor have we submitted a loan application to your bank.  I did not authorize my credit to be checked for any service requested from your bank so you have unlawfully checked my credit.  My mother looked at an application online, looked.  You were not and are not authorized to check my credit.  Remove the inquiry.

I will be submitting the letters we received from your bank regarding "our applications for home loans", that we never requested from you.   Please explain why we received letters from Your credit union regarding a home loan we never applied for?  We both received letters but neither of us applied for a loan or opened an account of any kind with your bank.



Regards,

****** ******

Business Response: A credit report is obtained during the online mortgage application process.  This happens after the
applicants complete the page requiring their names, social security numbers, dates of birth and marital
status.  This page also has a check box that must be clicked authorizing us to obtain their credit report. After the “Next”
button is clicked, credit is obtained so that when the applicants reach the “Liabilities” page, amounts owed will be pre-populated.

Our records show where the individuals started an online mortgage application on January 27, 2015 and
then paused.  They returned to the online application on January 29, 2015 and completed enough of the
application to facilitate a credit report query. They abandoned the application when they reached the “Liabilities” page. 

Attached is an actual screenshot from the page of the online application where authorization was giving to
obtain the credit report.

Thank you.  
 

Consumer Response: Complaint: ********

I am rejecting this response because:

I, nor my mother submitted any mortgage applications or credit requests of any kind to your bank and we request that you remove the hard inquiries from all 3 credit reporting agencies immediately.  I will need a copy of any applications that my mother or I submitted to your bank.  An "individual" was not authorized to submit any credit requests to RBFCU on our behalf.  Remove the inquires that you have illegally obtained, immediately or provide copies of any applications or requests for credit that were submitted to your bank on our behalf.

Please see picture of the letter we received from your bank, "in connection with [my] application for a home loan".  I HAVE NOT SUBMITTED ANY CREDIT REQUESTS OF ANY TYPE TO RBFCU  AND REQUEST COPIES OF THE REFERENCED HOME LOAN APPLICATION THAT WAS SUBMITTED TO RBFCU IN MY NAME ON 1/29/2015 BY AN INDIVIDUAL. 

Regards,
****** ******

4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The RBFCU Branch on ******** disbursed a counterfeit $50.00 bill which I took to deposit into another bank. The other refused to accept as it was counterfeit and confiscated to send to the Secret Service per Federal Regulations. I immediately went to RBFCU to make them aware that they issued a counterfeit bill and was told that I needed to wait at least 3 weeks to confirm the bill was counterfeit and provided me a signed letter stating the fact that once determined counterfeit they would deposit the $50.00 into my son's account (who they gave the bill to). After a month, the confirmation came that the bill was counterfeit and now the ****** *******, ********* ******, is refusing to honor the written and signed agreement and return the funds.

Desired Settlement: I want them to honor the written agreement that I accepted in good faith and return the $50.00.

Business Response: The ****** ******* received confirmation of the counterfeit bill yesterday.   The $50 will be refunded to the account today.  
We apologize for the lengthy process. Thank you.

3/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charging over the limit insufficient funds fees when money is still in the bank. Called and talked to an employee and was told nothing they can do....

Desired Settlement: Take the fund fees away. If I was overdraft with no money in the bank I understand. When there are multiple pending charges and still money in the account there is no reason for fees. I have been a member for years and this has never happened like this.

Business Response: After reviewing this member's account it was determined that the fee he refers to is a legitimate fee, but the confusion may have occurred because
we recently changed the fee "description".  It is, in fact, the same fee that we have always charged an account in this circumstance but is a little more descriptive.

A member can actually have funds showing in their current balance, but have zero in their available balance because of pending transactions from the debit card.
This is actually the situation that occurred in this case.   The current balance showed $271.67, but there were $367.94 in pending debit card transactions (basically transactions where the member used the debit card for purchases, etc. but the actual amount was pending until the transaction finalized).   The available balance
was actually negative.

We are refunding the $24 fee as an exception.   It will appear in the account today 3/6/15.   Thank you. 

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have requested numerous times for RBFCU to close out my accounts and refund my deposits to the following address. **** ******* *** **** ** ** **** ******** ** *****

Desired Settlement: Have requested numerous times for RBFCU to close out my accounts and refund my deposits to the following address. **** ******* *** **** ** ** **** ******** ** *****

Business Response: RBFCU does not show an account open for this member during April of 2009. The account was not established until May 29, 2009. The savings account was funded with a $10.00 deposit. No funds were deposited in to the checking account. No additional transactions occurred during this time.  

Also, there are no records of any transactions occurring from May 1, 2013 through December 31, 2013. We would need additional information to proceed with this research.


2/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Keep receiving letters from RBFCU that my vehicle loan account is past due. With each payment I send in, I ask for a printed statement of my account - what is currently due, what is past due, what is still owed on the balance of the loan and when exactly the loan payments are due - BECAUSE - RBFCU closed my checking account themselves when I was unemployed for a short period of time, so I have no way of knowing all this information.ALL RBFCU sends me is a written letter stating they have received my payment. I get no statements, as requested!!!! This is extremely frustrating - it's like they are playing some sort of game with me! I JUST WANT TO KNOW THIS INFORMATION SO I CAN BRING MY LOAN CURRENT, STAY CURRENT SO IT DOES NOT NEGATIVELY AFFECT MY CREDIT. By not providing this information, RBFCU is actually causing harm to my credit!

Desired Settlement: I need a printed statement of my account AND NEED IT ON A MONTHLY BASIS! While they have not sent me one statement yet, they need to send me some sort of monthly statement since they have closed my checking account and I'm not getting statements on it! The monthly statements need to state the balance of the loan, all loan payments made and when the next loan payment is due and how much it should be (especially if different than the $109.00 that was automatically paid every 2 weeks).

Business Response:

We have attempted to reach out to our member by leaving a voicemail for call back on January 9, 2015 and January 14, 2015. An email was sent to her on January 15 to inform her that a letter and the most current statement have been mailed to her. The letter includes more details about her loan information that she was requesting and also explains why she has not received a statement over these months while her checking account was closed.

 

Contact information has been provided as:

 

******* *******

Office ###-###-####

Email ******************

Consumer Response: Complaint: ********

I am rejecting this response because:

I have never received a letter with any explanation.  I did receive a xeroxed copy of a 3-month statement on my account, but there was no explanation as to why my checking account was closed; there was no explanation as to how often and in what amount I am to make loan payments, how far it was past due - NOTHING!!!!   This is what I'm stating - I keep asking for information and RBFCU does not answer ANY of the questions I ask!!!!  I DON'T UNDERSTAND!  What have they go to lose?  I know they have a lot to gain by all of the Late Fees they are charging!!!  Which is what I am trying to avoid!  AND I'd like to pay off this loan sooner rather than later, but I cannot get any information from them!

Regards,

***** *****

Business Response:

Within contact with our member, Complaint #******** has been resolved and can be closed. The member has recieved the letter previously mentioned and agrees the information she has been requesting has been provided.

2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In reply to a letter of lateness I received; dated 1/27/2015 Loan number: -----****Purchased this 2011 Kawasaki Vulcan used in May 2014. Documents were prepared at the following branch: *** * ** ** *** ********** ** ***** The title for vehicle has been LOST by that branch or by records handlers. Title was present at transaction, and was signed by seller/buyer, and given to branch associate. This is 8 months later. I do not have registration and I do not have title proof. If this is the case, there is no lien; so you (RBFCU) are in the wrong. This is a breach of contract on your part. On the date of purchase, I wrote a check for TT&L. I have been in contact with RBFCU on countless occasions. I have done my part of the deal. I purchased a maintenance plan from local motorcycle dealership for 1800 for 3 years. I have now lost 8 months of that plan. That’s 1/3 of 1800… $600 I have been paying Insurance monthly for $80. That’s 8 months at $80… $640 The vehicle is not able to be ridden legally, and is not being driven. This is a total waste of money for me. • I am requesting a refund for lost value above of $1240 refunded to my account. • I am refusing to make another payment on vehicle. • I am requesting an APR rate reduction to 0.00% for the ENTIRE loan life. - Or you can take back vehicle and void/forgive loan; but RBFCU still owes me the above mentioned $1240. This is a complete failure to maintain customer relations. Look at my contact sheet notes to your loan offices; hopefully they paint a picture of my attempts and your failure. RBFCU has failed to manage this account, and has failed to hold their end of our contract. The loss of title documents should not be an issue; any good lawyer would be able to navigate the process and get the proper documents complete. I’m positive you have a few on your payroll. I am tired of excuses I’ve given and lack of contact or care from your staff of loans officers. Requests to that department have fallen on deaf ears too many times now.

Desired Settlement: • I am requesting a refund for lost value above of $1240 refunded to my account. • I am refusing to make another payment on vehicle. • I am requesting an APR rate reduction to 0.00% for the ENTIRE loan life. - Or you can take back vehicle and void/forgive loan; but RBFCU still owes me the above mentioned $1240.

Business Response: The Paperwork involved in this loan was forwarded from our branch. 
The packet included the original POAs, but the original title was not included. 
Requests for the title were made to both the seller and buyer to see if they picked  
up the title in error.  Both have indicated they do not have it. Request for a duplicate
has to be made, but a signed Release of Lien from the previous lienholder is needed
to accomplish this.  We only received a copy, but an original is required. Multiple calls
have been made to request assistance in obtainin the original.   

 

Consumer Response: Complaint: ********

I am rejecting this response because:

Thank you for clarifying that title is lost. 

As stated before; RBFCU has lawyers on staff that can easily navigate the process of a lost title application. There is no reason for me to wait 8 months, and have to file a complain with BBB. I am being ignored by loans office personnel; they are "waiting" for previous owner to complete more documents; documents that were all completed at time of transaction in MAY 2014. 
If there was no title, then I would not have been able to obtain or secure a loan.

I have a vehicle that I am unable to use, do to errors on the part of RBFCU. This has gone unattended for far too long.

I still contend that RBFCU is in breach of contract on this matter.
I still request a rate reduction to 0.00% APR for life of loan.
I still request a refund for lost payments to maintenance plan and insurance. Insurance that I am required to maintain for a loan, that is not being serviced properly.
I still refuse to make another payment on loan until title/registration is correct.

Regards,

******* *****

Business Response: One of our loan representatives spoke with our member twice yesterday about this situation
and the progress that was made in obtaining the necessary paperwork.  Is it possible that
the latest comments were sent prior to these conversations?  We hope to have a solution very soon.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
After filing complaint, it took 4 days to get a resolution; something I've been waiting on for 8 months!
I now have a legally registered vehicle, and the bank has applied for the title they lost.
The bank lowered my APR to 1.65% for life of loan, and refunded requested amount.

Regards,

******* *****

1/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/1/2014 a check was made out in the amount of $478.76. On 8/4/2014 a call was made to RBFCU to have a Stop Payment placed on this transaction/check. Weeks later after viewing my online account balance, I noticed that there were multiple NSF fees applied to my account, due to this check still trying to clear. I then made a call to RBFCU on 9/16/2014, and after hours of being transferred and placed on hold, I was finally connected with a supervisor who then informed me that there was no record of a Stop Payment ever being placed. I was told that the representataive did not notate my account about processing a S/P and that my account was never charged for one. She then asked if I would like her to process one. Frustrated with the situation I said yes and requested some type of proof that this would be done, so that this would not happen again. the supervisor proceeded to place a Stop Payment herself and a S/P fee was assessed to my account. Also, due to the inconvenience, the supervisor reversed 3 of the NSF fees that I had been charged to my account. Once again, a month later (10/3/2014), this same transaction posted to my account, and on 10/5/2014. $500.00 was withdrawn (overdraft protection) from my savings into my checking, leaving me with a balance of $11. Because this happened on a Sunday, I had to wait until Monday morning to call RBFCU. On 10/6/2014, I called RBFCU inquiring about this issue, and why (for the 2nd time) this transaction was still hitting my account after a S/P was placed? Once again I received conflicting information from multiple representatives, and was transferred throughout different departments. I was told by one representative that this usually happens and that the merchant will try different ways to process a check so that it with go through. I then asked why I was not informed of this so that I could take precautions or close my account? I could not stress enough how I was in the process of catching a flight that day, and that I could not leave with only $11 in my account. Nor could I come into a RBFCU location due to me being Miliarty and not living in the state. I asked if there was anyway that any temporary funds could be placed in my account until this bank error was resolved, and I was told no. So, RBFCU makes an error, all the funds in my account are taken out leaving me with nothing, and there wasn't anything that anyone was able to do to accommodate me for this inconvenience. I was told that I needed to fill out a Written Statement of Unauthorized Debit for and return it before any actions could be taken. I filled out this form, emailed it back, and was then told that it would take 24-48 hours for the funds to be placed back into my account. I again asked if there was anything that could be done in the mean time so that I would have some sort of currency, and again I was told NO...that proper banking procedures needed to be followed in order to have the funds replaced. Today 10/7/2014 (10:49am est), I received a phone call informing me that the funds had been replaced. No apology or even an acknowledgment that this was an error of the bank in anyway. RBFCU has in no way owned up to their employees errors, except to refund me the $24 Stop Payment Fee (since it was never stopped in the first place). Due to the lack of funds in my account, my husband and I were unable to make our flight. We were forced to reschedule, but were told that our reinstatement fee would be refunded if we could provide documentation from RBFCU stating that this all resulted due to a bank error. When I informed the representative of this and requested such documentation, I was told that she would see what she could do. I am requesting the amount that it is going to cost for both airline tickets to be rescheduled (airline Change of Ticket Fee). RBFCU has not provided me with the detailed documentation of their banking error that will suffice the airline company. ****If needed for this claim, I am able to attach records of my account balances/transactions, time&dates and names of the representatives that I spoke with, and well as recorded coversations verifing false information that was given to me by multiple representatives.****

Desired Settlement: Due to the lack of funds in my account, my husband and I were unable to make our flight. We were forced to reschedule, but were told that our reinstatement fee would be refunded if we could provide documentation from RBFCU stating that this all resulted due to a bank error. When I informed the representative of this and requested such documentation, I was told that she would see what she could do. I am requesting the amount that it is going to cost for both airline tickets to be rescheduled (airline Change of Ticket Fee). RBFCU has not provided me with the detailed documentation of their banking error that will suffice the airline company.

Business Response: In an effort to get a better understanding, we have contacted the member and discussed some additional details to the situation about the first initial phone conversation that occured requesting the stop payment. Upon additional investigation, RBFCU will provide a response to the matter once further research is conducted.

In conversation with the member, we shared that further contact with her would occur if needed. This case remains open.

If she would like to contact us directly, she may do so at ###-###-#### ext****.


Thank you.

Consumer Response: Complaint:********

I am rejecting this response because:

Although a representative has contacted me, the issue was not resolved. I was told that there would be further investigating and that I would be contacted again shortly. I have not been contacted as of yet, and the issue still remains unresolved.

Regards,

** *************

Business Response: RBFCU has continued to work on this issue for our member. She will be mailed a letter addressed to her that she will be able to provide to the airline company. Due to timing, the letter will be mailed tomorrow (Tuesday, November 4th) via certified mail to ensure she recieves the letter.

We apolpgize for the inconvenience this has caused. RBFCU is looking into any stop payment issues we can address in an effort to take care of member requests. Due to miscommunication and confusion in the matter, we hope she accepts the letter as our apology for the flight and travel delay this issue caused her and her husband.

For any questions, please call our Member Service Center at ###-###-####. Please ask to speak at ******* ******* at ext.****.

Consumer Response: Complaint: ********

I am rejecting this response because:

I have not yet received any letter/documentation. I have made two attempts to contact *** ******* about this matter, and have been unsuccessful in reaching her.

Regards,

** *************

Business Response:

Hi **** *****,

Attached you will find the letter that was sent to you previously. I apologize for the issues with the delivery. As *** ********* may have explained, I have UPS record of the delivery as early as 11/6/2014 at 10:12 am and for some reason not explained, the letter made an additional trip back to San Antonio and then back to Springfield until 11/26. I apologies for not receiving the letter in the timely manner it should have been.

 

Please let me know if you have any questions. You may contact myself or *** *********. Thank you.

 

 

 

******* *******

******* ********** *** *******

Randolph-Brooks Federal Credit Union

###-###-####

Ext.****

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a beneficiary of my mother's (Rose Wilkins) IRA. I completed paperwork to close out the account and have the check mailed to me. On 14 Nov 14, it was closed out and a check sent on 17 Nov 14. I have not received the check as of this date. The bank tells me I have to wait 90 days before they can put a stop payment on the check and reissue it. This is unacceptable. Or I can do a surety bond which I will not pay to get my money. There needs to be a better process. I have talked to the IRA department several times about this matter and they will not do anything to satisfy this matter. All I want is for the stop payment to be processed and a check reissued. Once its reissued, I want to go to the bank and pick it up.

Desired Settlement: I want the bank to stop payment on the check they mailed to me and reissue another one. Also, let me pick it up at the bank.

Business Response: The complaint was reviewed and the member was contacted today -12/15/14.   The member was advised that she had been given the normal process for putting a stop payment on a cashier's check, but this situation is a little different since she failed to receive the check in the first place.  The credit union apologized for her inconvenience in this matter. 

The credit union is placing a stop payment on the original check and reissuing a second check to be picked up by our Member at our Live Oak Branch.  She has agreed to destroy the original check if it ever arrives.   The member understands that a simple affidavit will be signed when she picks up the check. 

I believe the matter to be resolved.  

Thank you. 

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RBFCU used money in my escrow account to pay my home owners insurance. The mortgage contract specifically says they will only pay my taxes. I called to fix the issue. I was told a Manager would call me back. No one called me back. I called again. Ellena told me that there is nothing they could do to fix the issue. So RBFCU made a mistake but they are asking me to fix it. They want me to pay money to Safeco and have them issue me a refund. When I get the refund (no one knows when that might happen) I have to send the check to RBFCU. In the mean time, my escrow account is in the negative.

Desired Settlement: I think they should be the ones to wait on the Safeco refund since they are the ones that made a mistake. My account should not be negative since it was not my mistake.

Business Response:

Thank you for allowing us the opportunity to respond to this complaint.

The member is correct regarding the Safeco payment from his escrow account.   The Manager of the Escrow department has attempted to
contact the member to correct the situation.   A message was left for him to contact us and we have not heard back as of today.   We'd like
to temporarily credit funds to correct the negative balance, but we will need the member's assistance to collect a refund from Safeco. 

We will make these adjustments once we have discussed this with our member and have his approval to proceed.

To discuss this further, please ask him to contact the Escrow Account Manager.  She is aware of the situation and will work with him to get
everything corrected.

Thank you. 

Consumer Response: Complaint: ********

I am rejecting this response because:


I called Safeco and made a credit card payment.  I will be getting a check back in 7-10 days which I can deposit.  RBFCU can then take that money out of my account.  In the mean time I expect the RBFCU to credit my escrow back and wait on the payment.  As of Nov 4,2014 my escrow is still -816.00 because of this mistake.  I also don't think a bank should ever recommend a customer do a cash advance against a credit card like Ellena suggest as the one and only resolution.


Regards,

***** *****

Business Response:

Let me begin by apologizing for the inconvenience experienced by our member.  I spoke with the supervisor of our Escrow Department and was assured that this escrow account is not negative, the -816.00 is simply the disbursement from the account.  The account maintains a positive balance.   The supervisor will transfer the Safeco refund once it has been deposited into the account.  The transfer to the escrow account will be added to the current balance and the funds will be available for the payment of the property taxes.   Thank you. 

Consumer Response: Complaint: ********

I am rejecting this response because:

I had to do all the work to fixed the issue the bank cause so the matter is closed but I don't accept any response for RFBCU about this issue.

Regards,

***** *****

10/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I really feel that this institution is doing something unethical. After going around and around with rude customer service agents last month, I find myself in the same situation this month with the banks insufficient fund consequence. This month I had four charges that were less than $15.00 each. The total of the four charges was $29.04. Each charge was released by the bank and my account showed a positive balance at time of purchase. Then, they were marked as insufficient and each of the four charges acquired a $24.00 "insufficient funds fee" which equals $96.00. This is absolute extortion. The bank is praying on people in financial crisis and taking advantage of them along the way. When I've called about the issue, I was told that I should "just keep better track of my financial situation" Isn't that what the bank is being paid for? I'm truly disappointed in Randolph Brooks Federal Credit Union and hope they learn to do the right thing. They have policies in place that cover overdraft and insufficient funds, all equal a $24.00 charge when the bank finds it necessary to take it. $29.04 vs. $96.00? Really?

Desired Settlement: Absolutely. I pay this institution to provide accurate, updated account information. I want these fees reversed. They are just stealing money from consumers.

Business Response:

Upon reviewing each of the transactions in question, the member did have adequate funds at the time these transactions were approved.  Before the transactions were sent to us for payment by the vendor the funds were no longer available.  In this case, funds were unavailable due to a check clearing the member's account.  Unfortunately, we cannot control when items will clear or when/if a member writes a check using the available funds that were used to authorize an approval to the merchant for a debit transaction.   A member cannot rely solely on the "available funds" in their account if they are not taking into consideration checks being written and point of purchase transactions from merchants that do not currently reflect on the account because RBFCU has not received them to process.  As a courtesy to our member and due to the size of the actual transaction amounts vs. the fees charged we will refund the four fees in question.  We would encourage the complaintant to contact us to make sure he understands the processing of these items or he may continue to incur fees due to no fault of ours.

Thank you. 

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I applied for a savings/checking account, the bank checked my credit without asking my permission. Had I known they were going to check my credit, I would not have completed the application. They failed to disclose their intended action which will likely drop my credit score and could effect the interest rate I get when I apply next month for an investment property loan. They have monetarily damaged me due their incompetence. Two failures: One is NOT DISCLOSING THE INTENT TO CHECK MY CREDIT. Two is unnecessarily checking credit when they are not extending me credit and I am not asking them to extend me credit. I put money in the checking and savings. They didn't give me money. My primary banking facility, NFCU rarely checks credit. Even when issuing a credit card or line of credit, if the member's history is perfect and there is a sizable savings, like $10k or $20k, they don't even check credit to extend credit. Checking credit to open a savings account is absurd. Doing so without my permission should be illegal.

Desired Settlement: I want RBFCU to contact the credit agency and expunge the credit check. I want them to cease superfluous credit checks and add a place on any application that requires a credit check which permits the users to click yes, I agree to having my credit checked or no, I do not and this application will be cancelled. I want them to close my accounts as I have no further intention of doing business with them. I will be briefing this encounter at the next directors call in my USAF unit when I give a brief to our Airmen on how to protect and improve their credit rating.

Business Response: I am responding to the complaint that RBFCU is running a credit report without authority from the member. 

Our on-line account opening process does request the applicant to check a Terms and Conditions box agreeing to the following:

"I agree to the E-Signature and Electronic Disclosures Agreement and authorize Randolph-Brooks to access credit records and related information for all applicants in order to process this application".   

If this box is not checked by the applicant, they cannot proceed with the account opening process.  By checking the box they have authorized RBFCU to access credit records.
The box was checked during the process on October 20, 2014 at 15:22 CST. 

Thank you. 

Consumer Response: Complaint:********

I am rejecting this response because: There is no business need to check my credit for a savings account. Call the credit agency and expunge it! I don't care about your legalese, there is no business requirement for this destructive action. REMOVE IT! Stop doing this! Stop damaging Airmen with useless credit checks! You are not serving the community that you allege to support.  

Regards,

********* **

10/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/30/2014 there were 3 Pending Transactions which my account was overdrawn but had a Deposit made on 9/30/2014 to cover the Pending Transactions. Then when Pending transactions were Posted to the account ONLY after a Deposit was made a Courtesy Pay Fees was charge for those 3 Pending Transactions. I talked to a RBFCU rep & she said that the electronic payments Attempted to Post to the account on 9/29/2014. Rather than return the payments as UNPAID, we allowed them to pay the Following day after our Deposit. So they still charged the Courtesy Pay fee after the Deposit was made to cover the Pending transactions. She said they always done it that way. In which my reply, which it has NEVER happen to us. They only charged us Courtesy Pay fee before a Deposit was made NEVER after. In which that I can understand that way but not after a Deposit was made to cover what was Pending then Posted to account After a Deposit was made. B/c how are RBFCU members suppose to know what is ACTUALLY being charge for a Courtesy Pay Fee when it is AFTER Funds are available to the account and Courtesy Pay Fees are charged? They said they have limits on Courtesy Pay Fees on a daily basis but how are Members suppose to know those limits? She said they could have returned the electronic payments unpaid, which probably been better, b/c the merchant will eventually try the electronic payment again anyways.

Desired Settlement: I would like to RBFCU to REFUND my Courtesy Pay fee over charges of $72. I would like to see that Courtesy Pay Fees show BEFORE a deposit was made NOT after Funds are available.

Business Response:

Due to the insufficient funds at the time the transaction attempted to post, the account incurred a Courtesy Pay fee for each transaction. Because the direct deposit was pending, the transactions attempted to clear the following day after the direct deposit posted to the account. This is done as a courtesy to the member so as not to return the item and then pay additional fees to the merchant for a returned transaction.

In the event there is not a pending direct deposit, the transaction would have been returned and the fee assessed due to insufficient funds.

The fees involved with this occurrence have been returned to the member and posted to the checking account as a one-time exception. Future fees cannot be credited if there are not sufficient funds in the account at the time the transaction attempts to clear.

We apologize for any inconvenience this may have caused. If the member would like to opt out of the Courtesy Pay option, it can be done by calling  RBFCU at ###-###-#### and speaking to a Member Service Representative, logging into RBFCU NetBranchOnline at ************* or visiting the nearest  branch location.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* *****

10/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I'm really disappointed in Randolph Brooks Federal Credit Union. I've been a member for several years and seen the customer service go down hill. This situation involves their banking processing fees. On September 29, 2014, I checked and showed an available balance in my checking account. I made sure to check the pending transaction portion on my online system to make sure that there were not any pending transactions. Then I used my account. On Monday, September 30 I reviewed my account and it was in the negative. Not because of my small spending on the 29th, but because a transaction was "held for review". Which is what the online customer service member told me. There was 1 insufficient funds fee for $24. She was nice enough to reverse that for me. The problem came on Tuesday when I reviewed my account again. Randolph Brooks posted the charges I made on the 29th and charged 7 insufficient fund fees which equals $168. There is no reason that transaction should have posted late. When I called Tuesday morning, I apparently got a supervisor, who was rude from the start of the conversation. She let me know they would not be reversing anything further and that there there were account "notices" I could add to remind me that my account was going to be negative. Add on? This should be a feature that is standard and I should be able to trust my bank to show me the correct leger balance.

Desired Settlement: I want each (7) of those $24 insufficient fund fees reversed. This is ridiculous.

Business Response: It appears this matter was addressed the following day after the complaint was issued. Our member has received the refund to his account as of October 1, 2014.

We apologize for the issue this has caused. While it would be most beneficial for transactions to post as soon as possible, some tend to pend longer than others. Some merchants process their transactions in a manner that the funds are not debited up to 5-7 days after the consumer has authorized the transactions. Unfortunatley, this can become an issue for the member when reviewing an account for pending items. If available, we encourage our members to use their debit card as a PIN based transaction so that the transaction will post immediately. We understand not all merchants offer this and therefore some transactions take longer to post.

Should our member have any additional questions or concerns, he is encouraged to call our Member Service Center at ###-###-#### and speak to a representative. We value his memberhsip and that of all of our members.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Randolph Brooks did fix the situation and made sure I was aware of how to avoid it in the future.  

Regards,

*** ********

8/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time my RBFCU debit card has been fraudulently charged. Their customer service reps will spend ENDLESS time talking about policy and procedure but will NEVER do anything to protect the consumer or prevent PENDING fradulent charges. I believe by aiding companies that are known to place fraudulent charges that RBFCU is asking to be party to Class Action. I whole heartedly suggest canceling any RBFCU debit card card before you get scammed.

Desired Settlement: Refund Dedit Card Charges

Business Response: It appears the charges on the debit MasterCard are that of fees associated after a free trial. The terms and conditions for ********** (aka ***************) state that if the program is not cancelled within 14 days of the initial shipment of the trial period offer, the credit card will be charged for the shipment of the product and the charge will continue every 30 days after until the consumer cancels the order.

When speaking to our member on August 8, 2014, RBFCU informed him he would need to call the merchant and cancel the membership. He would also need to request a credit back as well. He did not agree to do this. RBFCU also offered to call the merchant on his behalf. An attempt was made to contact the merchant by RBFCU, but was unsuccessful and upon speaking with the member any future attempts by RBFCU to contact the merchant was denied by the member. When the terms and conditions to the agreement are not complied with, RBFCU does not have a charge back right.This was determined not to be a fraud case as the member willingly signed up for the membership, the terms and the conditions.

Since the BBB complaint was filled and upon further discussion with the member, the member has received a provisional credit to the account on 8/11/2014. The member has also provided documentation to show the attempts made in contacting ********** so that the dispute process could be initiated. Once the dispute process has been completed and is successful the provisional credit will become permanent on the members account.

Should our member have questions or concerns, he is urged to call RBFCU at 1-800-580-3300 and he will be assisted. We can help answer any credit card questions, issues or concerns when regarding internet subscriptions or programs.

4/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a customer with RBFCU for sometime and decided to close my account as I was relocating to the DFW area. I closed the account prior to my departure and now after reviewing my credit report - I have a collection account for an "charged-off" RBFCU account. When I went to the branch in *** ****** to close my account - I was assured that there were no pending charges left on the account. I am frustrated because not only has the account negatively impacted my credit but I was never contacted to correct this situation. I never received a phone call, email, letter or any other communication stating there was an issue.

Desired Settlement: I would like for a letter to be issued to me saying that this matter was not my fault. I would like this letter so that I can put in my credit report file so that it can lighten the damage it has done to my credit. I would also like for RBFCU to contact the three major agencies to get this damaging untrue information off of my credit report. It is ruining my credit to have an account that I am not at fault for - in collection.

Business Response: We are needing additional information regarding this complaint. We have left a message with the account holder and are waiting for a return call.

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 03/20 I had a debit go through in the amount of 130.23. My account had 130.21 in it. It also had an authorization for $2.60. This was a hold that ****** put on my account that is not going to go through. Similar to a gas station holding money on your debit card until the actual charge goes through. I got hit with a $24 courtesy fee as a result of being .02 overdrawn. I realize that technically they are correct, however I think it is bad business practice to charge someone so much money over .02. I have spoken to them before about the unethical practice of penalizing someone for a hold that is put on their account when the charge will not be going through. They don't care. That's my .02

Desired Settlement: My $24 should be refunded to my account.

Business Response: When an account is overdrawn, the system does not recognize
a specific dollar amount in which the overdraft charge is for. It only knows
there are not sufficient funds in the account when the transaction was
authorized.

Our member is correct in stating the $24 Courtesy Pay Fee
did result due to the account being overdrawn $.02. We do show record of refunding
previously charged fees and explained to the member on multiple occasions the
process in which fees can be assessed. RBFCU would only refund fees should it be
credit union error.  We will gladly
refund this last fee with the understanding any future requests will be denied
unless it is credit union error.

Should our member like to have the Courtesy Pay option
removed, she may do so by contacting the Member Service Center by phone, visiting
a branch or changing the option via NetBranch Online.




Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ******

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/**/2014 we accessed our mobile online banking around 6 pm to check our balance. At this time we had $6.80 in our account. There is a pending tab you can click on in the mobile app which lists pending transactions and future transactions to clear at a later date. One of these transactions was "******* ****** *********" for $184.95 with a pending date of 2/**/2014. On 2/**/2014 my wife’s pay check was going to go through and more than enough to cover this payment. We logged back in around 8pm to find the "******* ****** *********" payment had been sent through the account and denied on 2/**/2014 causing an "Insufficient Funds Fee". This has happened to me twice now, the first time (1/**/2014) I didn’t think to get specifics but both times the moving of the posting date was advantageous to RBFCU collecting Overdraft fees. Upon contacting customer service they showed nothing of what was being presented on RBFCU’s mobile app and giving that Ihad no proof (app will not let you take a screen shot) I was left with nothing. Lastly, I have also not seen this movement of posting dates except for when it was advantageous for the bank to collect such fees. In prior years RBFCU has had questionable OD practices, as at one point I went through two or three bankers, a bank manager and a bank accountant, none of which could explain to me how exactly I never had a “negative running balance”, never had a payment returned, yet was able to capture a number of Overdraft fees. All of which refused to refund these fees for no apparent reason. I presented an impenetrable argument that after much of my time (the point where I was losing more money in time then what I was being refunded) they finally agreed to return my Overdraft fees.

Desired Settlement: First I would like my Insufficient Funds Fee resulting from this issue refunded... they are those from 1/**/14 and the one from 2/**/14. Secondly I think they should review their practices, understand their software issues and educate their staff. I have multiple years banking experience, an MBA and am a professional accountant. I think I am qualified enough to understand RBFCU’s practices however cannot figure them out and neither can any of its staff.Had it not been for my particular experience and education in this area I wouldn’t have been able to see what they were doing was wrong, and very well would believe there weak yet convincing arguments. My concern is that they are taking advantage of others who perhaps their expertise is in another field; therefore they can’t argue these erroneous fees

Business Response:  
Thank you for allowing us the opportunity to respond to our member’s concerns.  We have reviewed the transactions on the member’s account. The confusion results from the timing of the items being presented for payment. The ******* ****** ********* request for payment was on February ****.  The member could see it was pending in the account the same day.   If ******* ****** ********* had a pay date of the **** then it would not have appeared on the account until the next day.  Direct Deposits are frequently sent several days in advance of the date the company instructs us to make the deposit and the day the funding will occur.  We can see a direct deposit pending prior to the actual posting date.  This is the sequence of events.  ******* ****** ********* requests their payment on 2/**, at that time funds are not available and a Non-Sufficient Funds fee is charged.  We have to make the decision to pay the item or return it as Non-Sufficient Funds.  We can see that a direct deposit is pending the next day, but funds have not been credited to the account.  As a courtesy to our member we elected to pay the item rather than return it.  Returning it could create hardships for the member and potential fees incurred from Liberty Mutual.  The fee is charged because the funds are not available.   By paying the item on the date of 2/** the account was taken negative until the deposit was credited the next day.  
There are some options available to avoid fees being charged if there aren’t funds available in an account
 
1.        We offer overdraft protection – either from savings or a line of credit      
2.        Structure the Liberty Mutual payment to correspond with the actual payroll date              
 
We would be happy to assist our member with setting up the overdraft protection options.  There
is no charge to transfer the money via overdraft protection.  For option #2, he would need to contact
his insurance company.  As a courtesy we have refunded the requested fees.  We appreciate the feedback and will evaluate our employee training.
 

12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went into this branch only to be insulted and offended by having the employee, ***** *****, insist on viewing my ID, which I did not have with me, before allowing me to withdraw MY MONEY. I have several times over the amount that I was requesting, but was told that they were "not willing to lose that amount of money". The implications of her statement was beyond offensive. ***** ***** went further to say that this is requested of everyone. However, my cousin was with me, and my cousin let her know that is not the case as she is never required to show her ID when making withdrawals at that location. I have witnessed this myself as I am often with my cousin and have been with her in the drive through lane where she simply shows her bank ATM card and has no problems. I spoke with their VP, who sounded nice enough over the phone, however, the situation has only escalated. After speaking with the VP, my next visit to this branch was even worse. The Teller looked for several seconds at his computer screen prior to asking to view my ID and even stated, "yeah, I read the note and forgot to ask you for your ID". His statement not only indicated what I have said all along, which is they DO NOT ask this of everyone all of the time, and but for a note on my account, I would have received my money without showing my ID. Upon learning that I have been discriminated against and singled out with an internal note that they have placed on my account, I called the VP again to inquire what I have been marked as in their system. At the time of this writing, the VP never returned my call to respond to my inquiry. I have gone into the branch since then and I went into the branch again today. Each time I have gone in since the initial incident, the Tellers pause for several seconds to read what is on their computer screen on my account. Today the Teller asked to see my ID twice! This after watching several other union members not get asked for their ID.

Desired Settlement: First and foremost, I want any and all notes placed on my account removed. I want to be treated like all other credit union members. If they do not ask, then they do not ask for my ID. I should not have to be the only member who has a note stating to specifically ask for my ID when I have seen with my own eyes, on more than one occasion, and with more than one person, that they do not do this all of the time. They only do it with me simply because I went in once without my ID.

Business Response: Thank you for giving us the opportunity to address the consumers concerns, The information was forwarded to the appropriate department to review and respond to the complaint. We have tried to contact the consumer by telephone but were unable to reach her. An email has been sent to the consumer to apologize for any inconvenience and to explain that our procedures are to ask for a valid form of ID when certain types of transactions are completed. The notations on the account have been removed.

Consumer Response: Complaint: *******

I am rejecting this response because:

After I sent in my initial complaint, yet another incident at this branch location occurred this past Saturday when I went in to make another withdrawal of my own money. 

Once again I had the displeasure of dealing with Teller ******.  She also requested to see my ID TWICE. She went even further and asked me to remove my driver's license from my wallet!! I informed ****** that I could give her whatever information she needed from it and proceeded to spell my name as shown on my account for her but she refused to listen and demanded to see my ID and proceeded to write down my personal and confidential information. This person went so far as to write down the expiration date of my driver's license! I have no idea what is wrong with those people. After my transaction was completed I asked to keep the paper in which she wrote down my personal and confidential information on so that I could destroy it myself. ****** refused. She asked me if I wanted a copy of it and I let her know that I most certainly did.

****** proceeded to walk to the back and when she came back with a copy of the paper, she had drawn a line through my driver's license expiration date that she had written. I am keeping that copy for my records. I'm sure she did this because she knew she had no business writing it down in the first place. Even though my driver's license is current and valid, what if it was not? What business is it of ******'s? Does she work for DPS? Even if my driver's license was expired, what is it to her? If I choose to drive on an expired driver's license, then that is between me and DPS, not me and ****** of RBFCU.

I see the lack of integrity of this location because I have not received any phone calls or attempted phone calls from these people. It is surprising in this technology driven day and age that they would say this with mobile phone capability to log every call and number. I did receive an insincere email from the VP who I spoke with over the phone early on about this when I tried to resolve it without having to resort to involving the BBB. Yet when I phoned him again and left a voice message, he did not return my call. I can't wait to hear that he never got that message.

However, he is correct in that the notes were unnecessary and never should have been placed on my account, because if they are doing their so called jobs by asking for everyone's ID, then there would be no need for a special note about checking mine to be on my account. But again, as I said from the very beginning, they do not do this. As recently as my last visit when I encountered ******, there were people in line ahead of me and I again witnessed with my own eyes other account holders not get asked to see their ID. And before they attempt to say they only do this for certain transactions, some of the people I have seen fall into the categories of transactions that would require ID according to their descriptions of the transactions that would require ID.

Since I have experienced their lack of integrity, I do not believe any changes have occurred and will easily know upon my next visit to the branch as it is so painfully obvious when I attempt to get some of my own money with the way they stop and stare for several seconds reading and then asking to view my ID again and moving slower and checking and rechecking my account and information. Let us not forget the big picture as well which is these people definitely know who I am now, simply because of the account notes, my complaint to the VP and now my complaint here. They know me without even needing to see my ID. Not only do I not accept their response, I do not accept their disingenuous apology. I am very thankful that my complaint will be posted on your site for the general public to see how they treat their customers and can send you a copy of the receipt that I received from ****** with my non required information on it that she wrote down.


Regards,

****** ********

Business Response: We apologize for any inconvenience the consumer has experienced. We will use the situations that were addressed in her correspondence as training tools for our staff.

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Randolph Brooks Federal Credit Union is claiming that I was over 30 days past due on my automobile loan payment. They have reported this derogatory information over a year ago to all three credit bureaus and it has not only negatively affected my fico scores but it has also resulted in me being denied credit. I have provided them with bank statements and have discussed this issue with them over the phone but I have not gotten a favorable response. I have disputed this with all three credit bureaus and have been unsuccessful in my attempts to remove this information.

Desired Settlement: I would like this derogatory information to be removed from my credit reports as soon as possible. I would also like an explanation from Randolph Brooks Federal Credit Union as to why it took me reaching out to government organizations to get this matter resolved. If Randolph Brooks Federal Credit Union is at fault then I would like them to be reprimanded with the hopes of them not doing this to future customers.

Business Response: Thank you for giving us the opportunity to research and respond to the consumers complaint. After reviewing the loan payment history, it was noted that the payment due on 6/**/2010 was not made until 7/**/2010. When a payment has not been made within 30 days from the due date, it is our policy to report this information to the credit bureaus.

Consumer Response: Complaint: *******

I am rejecting this response because: My payment plan on this loan is made bi-weekly.  Attached I have included proof of payments that were made to RBFCU for the month of June and July.  

Regards,

***** *******

Consumer Response: Complaint: *******

I am rejecting this response because: i dont know what partial payment rbfcu is referring to. my loan agreement that was previously attached stated that biweekly payments were to be made. in addition to that i provided bank statements from bank of america showing 4 payments made for june and july of 2011. rbfcu has grossly made an error.

Regards,

***** *******

Business Response: I have a correction to the reply that I submitted on the above referenced case on 9/**/13. The dates are as follows – The payment due on June **, 2011 was more than thirty days past due in July 2011. Part of the confusion may have been that although a partial payment was made on July **, 2011, the loan was still more than 30 days past due.  It was reported as late to the credit bureaus on August *, 2011.Sincerely,******* ** ******** ******* **********************  * ************ *****

Consumer Response: Complaint: *******

I am rejecting this response because:  Again, I have attached bank statements which will contradict what you and your accounting department are reporting.  Attached you will find payments posted to my **** ** ******* account on 6/**, 6/**, 7/**, 7/**.  You claim that a payment was made on 7/**/11, however, I have proof that a payment was applied to my account on 7/**/11.  Please explain this discrepancy.  There is a 4 day gap on when the payment was posted.  It is your responsibility to post the payment the day it is received.   

Regards,

***** *******

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was with RBFCU for 11 years I have had occasions where a paycheck and other charges went through at the same time and they have always put the charges through first so that they can over draw my account. I had some charges that were left in my pending which affected my "available" balance and the charge went through where a $200 cell phone payment looked like a $400 payment. If I had $400 I would have paid that to the cell phone company this has happened on multiple occasions. I thought that I had money in the account and my husband was making $1-2 transactions for lunch and they allowed the transaction and charged me an additional $20 instead of denying the charge so his $1 or $2 lunch because we were tight on money became $22 all the way up to I believe $140 1 week. I told them I wanted the courtesy pay turned off for DEBIT TRANSACTIONS I didn't want them to go through if there wasn't money in the account. I was NEVER told that my bills would be denied and that I would still be charged that fee which has caused additional problems because I was on a payment plan with CPS after my electricity was shut off and RBFCU denied it and then CPS wanted the entire past due amount and deposit compounding my problem even more.

Desired Settlement: I now have as of 9/**/13 a neg. balance of $83 I want it zeroed out and my account closed. I have had enough abuse over the 11 years and finally did what I have said many times that I was going to and moved to another bank.

Business Response: Thank you for giving us the opportunity to respond to the consumers complaint. Debit transactions require a preapproval that the funds are available before the transaction is completed. In between the time that the preapproval is given and the debit transaction clears the account, checks may clear or funds may be withdrawn. The transactions on the account clear in the order they are received. The only way to avoid being charged overdraft fees is to ensure there are enough funds in the account to cover the Debit transactions and any other transactions that may occur on the account.

10/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am NOT a member of their bank but used the RBFCU ATM to withdraw $60, with a $3.00 fee (i agreeded to). RBFCU without any notice or warning charged my bank a fee for me using their ATM. That fee gets automaticly charged to the person withdrawing the money (me). There is NO NOTICE of and bank fee. I belive this is a deceptive and might be illegal. no where on the ATM does it state that a fee is charged to my bank or how much. can they charge $1,000 fee without notice and tag me with this?

Desired Settlement: Refund me my $2.00 and post a notice with the ATM $3.00 notice or stop

Business Response: Thank you for giving us the opportunity to provide a response.  Any fee charged above the $3.00 that was agreed to at our ATM is being charged by the consumer’s financial institution.  If there are concerns with this fee the complaint needs to be lodged against his financial institution, a fee refund would come from them.  Our institution did not receive the proceeds from the $2.00 fee. 

9/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went online to renew my drivers license and went to the website tdps and linked me into my info when I typed my dl in,on my bank statement it shows *************** and deducted $14.71 on 8/5/13 I went into the branch off 1604 n Convers and location .they got me on the phone with card services,they said for me to handle my own business.well this is fraud on my acc and there not wanting to help me.what do I do?

Desired Settlement: $14.71

Business Response: Thank you for giving us the opportunity to respond to the consumer's complaint
On August 21, 2013 the consumer contacted the Fraud section to claim fraud on the transaction from August 5, 2013  for  $14.71 from the website ****************. The consumer told the fraud specialist that he had provided his personal information and account number. He was informed that the transaction could not be considered fraud. Before the representative could tell the consumer that the transaction could be treated as a dispute, he left the office. The fraud manager attempted to contact the consumer by telephone on August 23, 2013 but was unable to leave a message. He sent an email to the email address on file to try and resolve the situation but has not gotten a reply. The fraud manager attempted to contact the consumer today, September 3, 2013, but was unable to speak with him; again there was not an option to leave a message.

8/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: applied at nearest branch for an auto loan and we were told we needed to have an account so while opening the account was quite difficult and after the third round of rebuttals we went elsewhere and had our loan approved in 30 minutes which we could not get accomplished in over a week with RBFCU, nevertheless they took our money to open the two accounts. We did not receive correspondence but were told that our accounts did not have monthly service fees only to find out they drained both accounts and say that they are entitled since we did not keep our account active. This is robbery how can they say no monthly fees then take the money.

Desired Settlement: Reopen our accounts that took us such effort to establish and refund us the money they stole.

Business Response: Thank you for giving us the opportunity to respond to the consumers compliant. We have contacted the consumer and have resolved the issue in question.

7/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RBFCU offers a service called e-deposit for its members. A member can scan check(s) and submit to be processed. I became a member of RBFCU June 2012 and was told at the time that I would not have e-deposit offered to me for a few months as a new member. I was approved to use e-deposit about a month after (July 2012) and I have been using the service without any incident or problems. When I tried to use service last week, it stated, “no account eligible for this service”. It is my understanding if a member’s account is negative, RBFCU will suspend service until said account is made positive or if they feel a member’s credit score is not satisfactory to be eligible for the service. My account was not negative and my credit is about the same, if not better than when RBFCU offered the service to me. When I called RBFCU, they gave vague explanation that they have the right to review a member’s credit and deem the member eligible or not eligible to the service. The representative also stated she would submit a request to have service reviewed again and RBFCU would contact me within 2 days. It has been more than 2 days and no specific explanation or contact from RBFCU about this issue has been made. Let me be very clear, I understand a credit union has the right to review whether or not a member is eligible per their policy for a specific service; whether or not I agree with the asinine way they come to a conclusion. However, when a service is denied for a member at the very least the credit union should be responsible for notifying the member and giving a specific reason why. RBFCU should also keep their word and contact the member within the time frame they stated.

Desired Settlement: I feel RBFCU should notify members of their decisions to deny service(s) to a member ahead of time and include a specific reason why as well as any action that can be taken by the member. RBFCU failed to do that in my case and continues to deny member of sufficient information. RBFCU are stewards of the members money, they have a direct obligation to notify the member of any changes to their account and/or services added or denied.

Business Response: Thank you for giving us the opportunity to respond to the consumers complaint. The complaint has been forwarded to the appropriate department for review and a response.


Customer Review(s)

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Customer Reviews Summary

2 Customer Reviews on Randolph-Brooks Federal Credit Union
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