Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my frustration regarding the ongoing issues with my accounts at ********************** FCU. I have held a savings account with your institution for over five years and recently opened a checking account, expecting to receive refund checks from a cancelled event. Unfortunately, on the very first day of my new checking account and debit card activation, my account was frozen and placed on a fraud hold, leading to the cancellation of my card. I visited the branch to request a second card, but just two days later, I faced the same issue again. After obtaining a third card, I had to call in for verification on every transaction to access my funds. While I initially had no significant issues depositing my refund checksaside from understandable fraud reviewsthe last check was placed on a 20-day hold. Despite providing confirmation and verification of the funds from the issuer, my online account was unexpectedly put on hold the day before the check was supposed to be available, resulting in my card being frozen for the fourth time in under a month. Due to these repeated holds, I have incurred multiple NSF fees from returned rent payments and phone bills set up on autopay. I have reached out several times for clarity and assistance but have received no explanation or support from Redstone FCU. I am now on day 25 without access to my funds or online account, and I urge you to address this matter urgently. I expect a thorough investigation into the repeated holds and a resolution regarding the *** fees incurred. Thank you for your prompt attention to this issue. I look forward to your swift response.

  

  Business Response

  Date: 05/21/2025

  Redstone Federal Credit Union (RFCU) regrets to hear of your recent account frustrations. At your request, RFCU has conducted a thorough investigation and has been unable to validate your claim. Propriety information available to RFCU conflicts with your claim and we would need for you to reach out to our **************** to discuss next steps. Our **************** can be reached by calling ************ and asking for the Fraud team.   

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This bank allowed someone to withdraw over $3000 from my bank card through a cash app that is not known to me or even in my name and refused to give me my money back.

  

  Business Response

  Date: 04/11/2025

  Redstone Federal Credit Union (RFCU) regrets to hear of your situation involving Cash App and funds leaving your account. Unfortunately, seeking resolution regarding claims against this merchant are very limited when you have established a pattern of this activity with the indicated Cash App username. RFCUs investigation into your claim indicates that on or before March 4th, 2025 you began receiving deposits into your account from this Cash App user, as well as sending many transactions to this username within Cash App (before and outside of any indicated unauthorized activity involving this Cash App username).Therefore, based on information available to RFCU, as well as our in-depth investigation into your past account activity, ******************** cannot validate this claimed activity as unauthorized at this time. If you can submit any further supporting information regarding your claim, we will be happy to re-open the investigation and research the situation further.    

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Redstone Federal Bank, On March 3rd, 2025, I around 8:37pm I started to get numerous emails about pending charges from *********** that did not belong to me. I attempted to sign into my account with your App but there was system errors. I finally made it home to my computer to find out that my entire checking account had been wiped out and now I have two pending charges for $636.52 (Two of them the same amount) I was told that Redstone Federal Bank is aware of many fradulent charges coming form ***********. There is even a recording stating this info when calling your bank. However, when speaking to **** and emailing your bank, I get responses like try to contact the merchant, blah blah blah and I already callled ******* and they cannot help me because those charges are not mine and tell me to contact the bank. I recently had open heart surgery and I am not in a good position. The money from Social Security was recently deposited and I use it very wisely to pay my monthly bills. But now I cannot pay them due to these fraudulent charges. I was told over the phone about 5 days to resolve this and then I get a email stating 10 days. If your bank knows about these fraudulent charges, why are you treating me in this manner and not helping me ?My Member ID number is ******* ***** *****

  Customer Answer

  Date: 03/04/2025

  The fraudulent charges were post shortly after speaking with the *** named April who released the funds so I could pay my bills, then a few hours later these fraudulent charges came through preventing me from paying anything, preventing me from accessing my funds. Then I call back to speak to Nadiline (Think that is her name) She was nice and stated she is sorry that I feel that Redstone is not trying hard enough to get back my funds from these fraudulent charges that they have made public.
  

  Customer Answer

  Date: 03/04/2025

  
  I wanted to add the 1st email that I received on March 3rd at 8:37pm was this "A transaction in the amount of $773.02 was made on 03/03/2025. Pending charge for $773.02 at ***********, ***********, **."

  I do not know what happened to this amount. I am not able to dispute it because I do not see it in the account . When I call and ask about it no one really knows. So hopefully someone knows. Attached
  

  

  Business Response

  Date: 03/05/2025

  Thank you for reaching out to Redstone Federal Credit Union (RFCU)regarding your concerns with recent charges from ***********. We regret that your account was impacted by unauthorized charges from this merchant. Review of your case indicates that RFCU issued provisional credit to your account for these two charges on March 4th, 2025 for the full amount of your claim. The timelines for resolution indicated to you when speaking to our Representatives are in accordance with federal regulations. However, in some cases RFCU can process your claim in a more expedited manner. Please let RFCU know if you need anything further regarding this situation by calling us at ************.

  Customer Answer

  Date: 03/06/2025

   
  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.

   

  Thank you & hope they find out who did all of this since knowing I was not the only one.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024, I needed to update my payment method with Redstone Federal Credit Union (RFCU) after closing my ***** checking account due to fraud. I successfully transitioned all other accounts to autopay with my new Navy Federal account without issue. However, Redstone's system failed to update my payment method online, and customer service refused to help.I called multiple times and was ***eatedly told to update my payment online, which did not work. My only other options were mailing a check, which I do not have, or paying in personimpossible as I am *****+ miles away.With no viable options, I emailed RFCU in late December, providing the location for them to ***ossess the ***************** January 2025, a ***resentative acknowledged the system issue and agreed prior **** should have helped. She processed a one-time payment and promised to call back to set up autopay but never did.On January 29, I saw no pending payment and called again. The ***resentative was dismissive, sarcastically stating she would "get the previous *** in trouble" for assisting me. I reaffirmed my surrender of the vehicle and requested no further contact.Despite this, RFCU called again in February, refused to disclose the reason unless I traveled ***** miles in person with ID, and later called before 7 AM.RFCUs failures have caused financial harm and severe emotional distress. Their refusal to assist remotely left me without options, and their unprofessional conduct made it worse.

  

  Business Response

  Date: 03/03/2025

  Hello **************** you for sharing your experience with us. Electronic payments may be made to your account in a number of ways, to include-
  ***** may visit your RFCU Online Banking account and use the *** loan from non RFCU account under ***ments. 
  ***** may call RFCU to initiate a payment, we will send you a *** Near Me link where you are able to set up recurring payments. 
  ***** may visit **********, our public website, at the bottom of the page under Helpful Links click *** Loan or Credit Card.
  ***** may follow the indirections on our public website, **********, under forms and complete the Auto ***ment Authorization form.   
  ***** may set a bill pay from an external account via Bill *** from your other financial institution. 
  Please don't hesitate to reach out if you have any questions. We can be contacted at **********************. 

  

  Business Response

  Date: 03/19/2025

  Hello Mr. ****** thank you for the follow up with this situation. We strive to provide our members with outstanding service and support in order to resolve any concerns that they may have. The first concern was surrounding reoccurring payments to loans held with Redstone Federal Credit Union. By way of a three way call, Navy Federal has confirmed the payments are set up to send payment on the next due dates. The second issue involved two insufficient fees totaling $50. Both fees have been returned to your account. If you have any other questions, feel free to contact a member of management at ************************.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bank account is on hold they.said they investigating I need my account off hold to pay Bill's I just had surgery ******* ******* I need my account please I have been having problems with them since I start banking with them my card was revoked I can not get my debit card back i was a victim of identity theft it was not me they said they sent me a letter but I did not get it I told them I need my debit card and my daughter ******* ****** they did the same they keep giving me reloaded debit card it keep getting suspended I have not use it I just use it to pay bills every card I get it gets cancel I have been paying bills I am not late my credit is good and daughter they keep denied our loans or anything we pay our bills faithfully I do not know what going on my debit card keep getting suspended and I do not know what to do right now I had knee surgery I do not have a car it is hard getting around I need a debit card to pay bills OK I need my account off hold I do not know what happens I was trying to get a loan that all my account is negative that why I need my account open and my debit card OK they should be paying me for everything I have going on with them I did tell them I was a victim of identity theft someone using my information without my consent I been in police I have credit that says it OK I have the *** told me and I did not get my stimulus check or irs payment or back time check I do not know what going on I need Redstone bank to fix it OK I'll love Redstone I do not want to lose them as a customer

  

  Business Response

  Date: 01/08/2025

  Redstone Federal Credit Union (RFCU) has reviewed your complaint. It appears this situation was discussed with you via phone on December 24th, 2024. If RFCU can provide any further clarification regarding the restrictions currently in place on your accounts, please contact our **************** at *********************. 

  Customer Answer

  Date: 01/08/2025

  I want my bank account taking care of OK I was victim of identity theft I told them they should be able to take my account off hold and give me a debit card I was a victim of fraud I did talk to then I told them it was not me applying for the loans someone use my info OK they saying they did investigating I need my account to pay my loan bill OK I was victim of identity theft they need to take care of it

   

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22729063
  
  I am rejecting this response because:

  Date Sent: 1/8/2025 11:27:52 AM
  

  I want my bank account taking care of OK I was victim of identity theft I told them they should be able to take my account off hold and give me a debit card I was a victim of fraud I did talk to then I told them it was not me applying for the loans someone use my info OK they saying they did investigating I need my account to pay my loan bill OK I was victim of identity theft they need to take care of it

  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/10/2025

  Redstone Federal Credit Union (RFCU) will be happy to rereview your complaint if you provided additional information not discussed on December 24, 2024. If you have any further questions regarding the restrictions currently in place on your accounts, please contact our **************** at **********************. 

  Customer Answer

  Date: 01/13/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a checking account with this bank for over 35 years. They shut it down because a second account that I had opened was overdrawn $100. The account that I had for 35 years was not overdrawn but they still shut it down. This happened days before I had a $20,000 wire transfer coming into the account which was sent back. This has inconvenienced me greatly because I had many bills being paid from this account automatically which all bounced as well. On top of the fact I had to get the $20,000 wire rerouted to another bank.If you're looking for a bank that will be loyal to you, don't count on Redstone Federal.

  

  Business Response

  Date: 07/15/2024

  Thank you for your feedback regarding your experience with Redstone Federal Credit Union. We have reviewed your account and see that your account went into a negative status, after ***************************************************************************************************************************** the negative at 45 days.  Your account was not brought out of the negative, as such, the account was closed on April 30th . We would be happy to discuss your situation in detail, please contact us at ***************************** to speak to our ********************** Team.

• Initial Complaint

  Date:07/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi this is ***************************** my debit card was suspended and revoke but I found out it was a victim of identity theft I told the bank they are going to tell me I can not get my debit card back because of too many dispute I will like to file a complaint

  

  Business Response

  Date: 07/08/2024

  Review of your situation resulting in your debit card privileges being suspended indicates this was not related to your claim of identity theft, but rather the violation of the terms of our ********** Services Agreement between you and Redstone Federal Credit Union (RFCU). Our relationship with our debit card issuer requires RFCU to enforce violations of our Agreements. Our records also indicate several conversations have been had with you to explain this situation as well as a written warning letter sent to the address we have on file for you (dated February 7th, 2024). The activity referenced in the warning letter sent to you in February 2024 continued to occur and RFCU then sent you written notification of your debit card privileges being suspended on March 8th,2024 (with an effective date of suspension being March 22nd, 2024).We understand that not having a debit card can be a substantial change for our members when trying to pay bills and make purchases. Our team at RFCU is here to assist you with other options such as: getting a reloadable card, obtaining official checks and or money orders, or setting up payments via ACH account draft. Please reach out to us for assistance with these other options at our toll-free number ************. 

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately three years ago I opened account with ********************** FCU. I was told no fees would be charges if a certain balance was held in account. In 2024 they started taking $35.00 out of my account monthly. I was never told this money would be taken. When calling to find out several times, I was told I needed to write more checks. Others didn&#**;t have an answer.

  

  Business Response

  Date: 05/21/2024

  Thank you for speaking with us today regarding your accounts. If you have any additional questions regarding your account, please contact us at ************** or visit any branch location. 

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been business banking with Redstone since the early part of 2020. Every week my card is blocked over the same transactions. The so called fraud department has never caught any fraud but they literally block the same transactions that have been occuring for years. This is so frustrating! I literally have to call redstone every week to clear up the same transactions. This bank needs to get it together or we will take our funds to another bank. The review department says its the bank the bank says its the review department. Redstone needs to get it together this is ridiculous!

  

  Business Response

  Date: 04/29/2024

  RFCU takes card fraud very seriously and is daily adjusting our fraud mitigation parameters to address fraud trends. Unfortunately, your transaction was caught in our rules. We are assessing our rules to determine what adjustments could be made to allow legitimate transactions to be approved. We apologize for any inconvenience this was caused you. 

  Customer Answer

  Date: 04/29/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me start by my status. Im a ** Citizen who immigrated to ******** few years ago. I obtained an SSN card through work **** and now obtain a ** passport.I attempted to open a new savings account online, but the system was unable to verify my identity, I called the live customer service, provided a photo of my SSN card, a photo of my driver license, and a photo of my ** passport, all while on live conversation and holding the physical documents at hand.However, my application was denied because my SSN card contains wording Valid for Work Authorization Only since it was issued when I was still on work ****.To my surprise, I was asked to provide EXTRA documentation. The problem is the documentation the agent needed is either a Permanent Residence Card or Work Authorization Card. I explained that these documents are now considered illegal as they do not reflect my true status as a ** citizen and that they get revoked (with the green card physically taken away on the day of my ceremony) and is replaced with naturalization certificate.Im shocked that the same SSN I used to open several bank accounts (both before and after becoming a ** citizen) and a multitude of credit cards. And a valid ** passport (a legal government document approved by immigration officers at airports and borders and US embassies all over the world) are not sufficient proof of my identity!That is a whole new level of rigidity that I have never encountered before.

  

  Business Response

  Date: 04/02/2024

  **********, we apologize for the inconvenience and delays involved while you were recently attempting to open a Redstone Federal Credit Union membership account.  The documents we initially received provided conflicting indicators as to whether your status was a US Person or not.  That status determines what additional information, if any, that we require to open a membership account.  Given the documents we have now been provided as well as some additional due diligence we performed, we are pleased to make you aware that we have everything we need to open your new Redstone Federal Credit Union membership account.   

  

  Business Response

  Date: 04/03/2024

  Updated response to member - **********, we apologize for the inconvenience and delays involved while you were recently attempting to open a Redstone Federal Credit Union membership account.  The documents we initially received provided conflicting indicators as to whether your status was a US Person or not.  That status determines what additional information, if any, that we require to open a membership account.  Given the documents we have now been provided as well as some additional due diligence we performed,we are pleased to make you aware that we have everything we need to open your new Redstone Federal Credit Union membership account. Please contact us via Redstone Live to complete the application process and fund your new accounts.   

  Customer Answer

  Date: 04/03/2024

   
  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.
  
  Sincerely,
  
  *****************