ComplaintsforRandolph-Brooks Federal Credit Union

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Predatory like service. I am enrolled in their courtesy pay program, they fail to show you your actual available balance hoping to get as many overdraft charges as they can. I have attached a picture showing my balance as positive and still get an overdraft fee.

  Business response

  04/17/2024

  Dear Member:
  

  Thank you for sharing your concerns regarding fees assessed to your account and giving us the opportunity to respond.
  

  After reviewing your account activity and transaction history it was determined that no error occurred. Transactions can post at various times throughout the day and that is what took place. There was a pending ACH debit on your account when a debit card transaction posted later the same day, therefore resulting in two courtesy pay fees. Both courtesy pay fees are valid and non-refundable.
  

  If you need further assistance, please contact the Member Experience Team at **************.
  

  Sincerely,
  Member Experience Department
  RBFCU

  Customer response

  04/18/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  RBFCU has a technical glitch on their website. I am unable to access and print my bank statements and they refuse to print and mail them to me without a research process costing $15/hr. These bank statements are necessary for me to file my taxes and I should not be forced to pay for a research fee in order to access my documents that I am legally authorized to have access to. I need access to these statements as soon as possible. I have spent time on the phone up to the supervisor level with ZERO actionable answers as to why my statements are not showing up as they should or that I have any other access to them without paying a research fee AND waiting 7-10 business days. I need my bank statements for account ending in 5189 AND 5198 without further delay and without further charge. I have uploaded a screenshot of the warning box I consistently receive when I have tried to access my account statements online over the last few months. I ran into this same glitch when preparing for my 2022 taxes. On an un-glitched day I was finally able to print everything but have not had any such luck in over a year. I receive this waring box WHILE I am enrolled in electronic paperless statements. I was advised that when I am enrolled to receive paper statements in the mail the statements are no longer ever available online, only by again paying a research fee.

  Business response

  04/03/2024

  Dear Member:
  Thank you for sharing your concerns regarding your online statements and giving us the opportunity to respond.

  We understand that you have been contacted by a representative from our **************************** and the issue has been resolved.

  We apologize for any inconvenience you may have experienced, and we thank you for your patience. If you need further assistance, please contact the Member Experience Team at **************.

  Sincerely,
  Member Experience Department
  RBFCU
  

  
  

  Customer response

  04/03/2024

  Complaint: 21515031
  
  I am rejecting this response because: the issue was NOT resolved.  The only resolution offered from the supervisory level was to submit a research request and pay $15/hr or $1.50 per statement for RBFCU to provide the statements I am legally authorized to have access to.  My wife was able to print my checking acct statements earlier today but not the savings account statements.  Later today the checking account statements were not available as is usually the case.  Please reference the attached screenshot of the error box that consistently displays when trying to access current or previous statements for my accounts.  I was contacted by someone earlier today who listened to my concerns and was submitting a letter of recommendation to RBFCU's higher leadership regarding the issue.  Yes, this is a ************** BUT still does NOT address the fact that I do not have any access to my savings account statements nor consistent access to my checking account statements.  
  
  Regards,
  
  ***************

  Business response

  04/09/2024

  Dear Member:
  
  We are sorry to hear you were not satisfied with our response.

  We understand that a representative from our Member Experience Team reached out to you again regarding the issue. The representative explained that the statements for both the checking and savings accounts are listed on the same statement. We also confirmed that you were able to log in and view your statements successfully.

  If you have any further questions, you may contact the **************************** at **************.

  Thank you,
  Member Experience Team

  Customer response

  04/12/2024

  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.
  
  Regards,
  
  ***************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Beginning of December I was in the process of buying plane tickets as a Christmas gift. I put my credit card information in and Randolph Brooks Credit Union declined the transaction. So, I used another credit card to buy my tickets. My Tickets were approved and I went to bed. When I woke up, RBFCU has approved the transaction and I paid double for the plane tickets. I called British Airlines and they said they couldn't even find the double transaction. They told me to file a chargeback and that is what I did. I filled the dispute with Randolph. On Friday, March 29th, I had received an email that the dispute was denied and now they are charging me almost $1000. RBFCU messed up my transaction. They initially denied the purchase of the plane tickets and then the day after approved it. I am not even sure how this error accord, as I already bought the tickets. I was able to get some of the money back from the error but not all of it.

  Business response

  04/04/2024

  Dear Member:

  
  Thank you for contacting us regarding your credit card dispute concerns.

  
  We understand that you were contacted by a member of our Enterprise Fraud team for assistance. The Fraud representative was able to speak with you and the merchant who explained how the charges for the reservations occurred and details regarding the partial refund.

  
  We are providing continued assistance with your dispute.  While we cannot guarantee the outcome of the arbitration,we have submitted additional dispute documentation on your behalf.
  If you have any further questions, please contact our Enterprise Fraud team at **************.   

  
  Sincerely,
  Member Experience Team
  RBFCU

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having nothing but issues with a merchant. I have tried to call RBFCU to resolve this and have gotten no support at all. I need a call back asap at ************ regarding Case # *********

  Business response

  04/08/2024

  Dear Member:
  

  Thank you for sharing your concerns regarding a transaction dispute and giving us the opportunity to respond.
  

  We understand that you have already spoken with a member from our Enterprise Fraud team and a dispute has been initiated as of April 8,2024. At this time any further information requests or details pertaining to the dispute in question will come directly from our Enterprise Fraud team.
  

  We apologize for any inconvenience you may have experienced and thank you for your patience. If you need further assistance, please contact the Enterprise Fraud team at *************.
  

  Sincerely,
  Member Experience Department
  RBFCU

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was looking at a loan from RBFCU and was required to open an account. The account was opened online and I transferred money from a different bank to fund the account. On that same day, I logged into the account once it was funded and saw the money transferred was in the account. Several days later I received a debit card from the facility and tried to log in to the account. I found the account was locked for reasons unknown to me. I contacted RBFCU and was informed that my account was locked due to suspicious activity and that I needed to go to the bank and show proof of ID. The closest ********************** is a 2 hour drive and I requested them to allow me to be positively at my bank and a notarized affidavit be sent. They agreed and the document was sent the same day. While fill out the form the date was omitted on the document they sent and a request by them was sent to have the document dated. The document sent via docusign had a corrupt link and the bank was contacted to resent the link. The bank indicated they were not able to resend and that I would have to make the 2 hour drive to collect my funds.

  Business response

  04/02/2024

  Dear Member:
  

  Thank you for sharing your concerns regarding your account restrictions and giving us the opportunity to respond.
  

  We understand that you have spoken with a member from our Enterprise Fraud Team and your concerns have been addressed. Our Enterprise Fraud Team has received the requested Affidavit of Identity and as of April 2,2024, your accounts have been closed and a cashiers check is being mailed to you for the total balance in your accounts.
  

  If you need further assistance, please contact the Member Experience Team at **************.
  

  Sincerely,
  Member Experience Department
  RBFCU

  Customer response

  04/02/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted RBFCU on 12/12/23 following the death of my husband. He had a checking account in his name only. We formulated a Revocable Living Trust in ****** and ASSIGNED this checking account to the trust. According to ****** and ***** state laws, this is a legal way of transferring assets to a trust. I have provided them with the Attorney Validation Letter, the death certificate, Certificate of Trust, the Ledger showing the with the account information on it, E-sign documents showing that it is a legal process, and any of the other documents that they have requested. We had the right to develop a living trust in ANY state. This is a legal document!! I have made several trips back and forth to the bank and still they refuse to release my funds. They don't understand state and national estate laws and are unwilling to learn. They aren't even following their own bank rules! I have requested in writing the statute that they are following which allows them to overrule state and national estate laws. Of course, they refused to that also, because it doesn't exist. My attorney has contacted the RBFCU estate office and left a message with their attorney. He was told that he would be contacted in a couple of days, but its now another week and he has not heard from them. Now we are being completely ignored. I don't understand how this bank is allowed to operate outside of the law. Its been 3 months and I still don't have my funds. I lost my spouse. We did everything legally and correct in planning our estate. And now this bank is holding my funds hostage unless I go through a completely unnecessary process to make them happy. I want them to adhere to the laws and release my funds!

  Business response

  03/20/2024

  Dear Member:

  Thank you for sharing your concerns regarding your experience with our **************************** and giving us the opportunity to respond.

  Please accept our condolences regarding the loss of your husband.

  We understand that contact has been made with your representative by a credit union legal representative.  After review of the information provided, it has been determined that options for a resolution have previously been offered.
  If you need further assistance, please contact the **************************** at *************.

  Sincerely,

  Member Experience Department
  RBFCU

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this account from my ********************** report. Please help meinthismatter

  Business response

  03/11/2024

  Dear Member:

  
  We are in receipt of your complaint regarding identity theft on your account. 

  
  To better assist you we would ask that you reach out to our Member Services center at ************ and speak with a representative to file a claim. Once this is done, we can start the research.

  
  Thank you for contacting us and giving us the opportunity to research your concerns. We look forward to hearing from you.

  
  Sincerely,
  Central Operations, Member Experience Team
  RBFCU
  
  
  

  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is *********

  Business response

  03/07/2024

  Dear Member:

  Thank you for sharing your concerns regarding your collection issue and giving us the opportunity to respond.

  We have researched your concern and have deemed the status of the account and subsequent actions taken are valid. We also have consulted with our Credit ******************** and they have confirmed that previous indirect inquiries made by credit reporting agencies on this situation have been addressed. The results of those disputes were that the account status and the successive actions taken are valid. 

  If you need further assistance, please contact the Member Experience Team at **************.

  
  Sincerely,
  Member Experience Department
  RBFCU

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been a week since my new card was supposed to be mailed. The first one was report fraud the second card got lost in *** and the third card mail wont be here until another week and isnt guaranteed.

  Business response

  02/27/2024

  Dear Member:
  Thank you for sharing your concerns regarding your experience with the delay of receiving your replacement debit card and giving us the opportunity to respond.

  We understand that you have been contacted by a representative from our **************************** and you have received your card.

  We apologize for any inconvenience you may have experienced and thank you for your patience. If you need further assistance, please contact the Member Experience Team at **************.

  Sincerely,
  ****************************
  RBFCU

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RANDOLPH ***** FED CR, please be advised that you are attempting to collect on an expired debt. I DO NOT WISH TO RECEIVE ANY CORRESPONDENCE FROM YOUR COMPANY OUTSIDE OF THE BBB PORTAL. I EXPECT ALL CORRESPONDENCE TO BE THROUGH THE PORTAL FOR COURT PURPOSES. SAYING THAT YOU WILL MAIL RESULTS WILL NOT SUFFICE. I am invoking my right to cease you, based on factual law that this debt in question is legally expired under the Statute of Limitations. The statute of limitations in the ************** is 4 years. This account was opened in June of 2017. This account and debt should have been ceased as of 2021. Accordingly, I am requesting that you do not attempt to collect this expired debt and update this account with the ********************** reporting agencies being that you have a balance reporting. Furthermore, I do not have recollection of opening an account with your company. This debt is unverified and there was never debt validation sent to me. There was also never a 1099c form sent to me for this alleged debt. Per the **** I can file form 3949a against your company for illegal tax violations and potential tax fraud. I have no intention of renewing the expired statute of limitations, and I expect the following account to be deleted from my credit report within 7 days: RANDOLPH ***** FED *********.

  Business response

  02/20/2024

  Dear Member:
  

  Thank you for sharing your concerns regarding a loan obligation credit dispute and giving us the opportunity to respond.
  

  We were notified by our Credit Disputes team that this complaint was previously received via a different agency and a detailed response to your concerns was already issued as of January 17, 2024.
  

  If you have any further questions, you may contact the Credit Disputes team via the instructions provided in the response sent to you.
  

  Sincerely,
  Member Experience Department
  RBFCU

  Customer response

  02/22/2024

  Complaint: 21269926
  
  I am rejecting this response because: I received no such correspondence. Please re-send it via this BBB portal as this is where I filed the complaint. I am keeping records for court purposes. Furthermore, your reporting is still inaccurate, and the entry is to be removed.
  
  Regards,
  
  Monweh Weeks

  Business response

  02/23/2024

  Dear Member:
  

  We are sorry to hear you were not satisfied with our response.
  

  However,as stated previously, we are aware that your concerns have already been addressed in a detailed letter sent to you via a different agency as of January 17, 2024.
  

  If you have any further questions, you may contact the Credit Disputes team at **************.
  

  Thank you,
  Member Experience Team
  RBFCU

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