ComplaintsforRandolph-Brooks Federal Credit Union

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Initial Complaint
11/18/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
November 15, 2024 I am writing to express my concern regarding the recent inconvenience experienced by customers service due to the inoperability of ****.On the evening of November 14, I drove forty-six minutes to deposit cash into the nearest ATM. However, all the **** were inoperable, with red lights indicating a lack of service. I repeated this process at another ATM located eighteen minutes away same issue.On November 15, 2024, I noticed paper posted at the ************************************ indicating that **** would not be operational from 8:00 PM to 6:00 AM. However, I was informed by customer service that this was a temporary ********** is concerning that this incident has occurred twice in the past two nights, requiring me to drive forty-six minutes each way to access **** for me to arrive and I cant use the atm. This practice is not only inconvenient for customers but also reflects poorly on the banks commitment to providing reliable services.
Initial Complaint
10/29/2024
Complaint Type:
Billing Issues
Status:
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.
On Aug 31, 2024 a charge showed up in my account for $483.00 from *******. This charge was fraudulent. The bank was immediately notified and I was told, at that time, they would look into it and I would be notified concerning what they found. On Sept 06 my account was ************************ $483.00 and labeled as "fraud refund" and didn't receive any further contact from the bank so I thought that was the end. However, on Sept. 16 my account was again debited for $483.00 and labeled as "reverse fraud refund". The bank, again, was contacted and I was told that RBFCU had conducted their own investigation and ruled that the charge was legitimate. ******* was contacted and after looking through their information and system records, denied having anything that match that purchase. I contacted the bank again but couldn't get anything resolved on the phone. I, again, went to the bank, in person, where I was told they have evidence that this purchase was legitimate and had proof of such, and was then refused any further assistance in trying to figure out and resolve this issue. I was denied the request to know and/or see, other than a lot of number printed on a piece of paper, what proof they found in the course of their investigation. I inquired into their fraud department and how to contact them, and was again denied any information, instead, was told that someone from another department would be in contact with me in regards to going over any complaints, but nobody from the bank or associated with the bank ever contacted me, big surprise. I only get paid once a month and am not in a position to have $483 just taken out of my account for no reason. This has caused my account to go negative, reflect poorly on my credit, which I worked hard at trying to establish, and I'm sure I've acquired fees, I haven't yet noticed, because of this.
Business response
11/06/2024
Dear Member:
Thank you for contacting us regarding your fraud claim. We take all feedback from our members very seriously.
We reached out to the Enterprise Fraud team for assistance with your concerns. Upon completion of the claim investigation, a letter explaining their decision was mailed to your address. A representative from the fraud team also reached out to you providing information on your claim.
If you have further questions or concerns regarding this matter, please contact the Enterprise Fraud team at **************.

Sincerely,
Member Experience Team
RBFCU
Initial Complaint
10/17/2024
Complaint Type:
Product Issues
Status:
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.
I deposited $120 at the *** on Sunday 9/15/2024 . The *** ONLY registered $80 . I needed my money to by medication because Im on disability ! I went to the branch to file a complaint and I had to call back since no one contacted me ! I finally called and their customer service was Absolutely Horrible!! They gave me the run around then said that someone would contact me in 7-10 days. Thats unprofessional for a bank to do this and make a customer wait for $45 because their *** malfunction.
Business response
10/23/2024
Dear Member:
Thank you for sharing your concerns regarding your ATM Dispute and giving us the opportunity to respond.
We sent your concern to our ****************************** for review and resolution. A determination has been made regarding your ATM dispute claim. They attempted to reach out to you regarding this information but have been unsuccessful. A letter informing you of their decision was mailed to you on 10/18/2024.
If you have questions or need further assistance, please contact our ****************************** at **************.
Sincerely,
Member Experience Department
RBFCU
Initial Complaint
09/23/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have had a credit card with RBFCU since 2017. Approximately mid July of this year, 2024, I attempted to liquidate some credit card debt and in looking through this particular credit card I noticed that interest charges seemed a bit high. I proceeded to research as far back as I could go, which was July of the previous year, 2023, and in doing so saw that there are 2 cash advances being billed to my account with also purchase billing. Each cash advance I'm charged separate interest and also separate interest on purchases. The issue here is every month, as far back as July 2023, there is one cash advance in the amount of ******** and am charged monthly interest, ***** on this amount each and every month. This amount, ********, never changes, the sum remains the same and so does the interest charged. The balance remains the same each and every month and I continue to be billed interest on this same amount. I have been in touch with a representative, *****, since late July 2024 about this issue and she informs me that they are researching and they have not been able to resolve nor can they explain to me why this is happening. I continue to make the monthly payment and I see no end to this debt if there is no explanation as to why I continue to be charged interest on this amount and yet in over a year the balance remains the same. I am at a loss and don't know where to go with this or how to resolve it. I would expect more from the credit union than to continue with not able to resolve or explain this. When will I clear this debt at this rate.
Business response
10/16/2024
Dear Member:
Thank you for sharing your concerns regarding your ********** and giving us the opportunity to respond.
We understand that you have been contacted by a representative from our Payment Services department and they are working on this issue. They will provide additional updates as the research is completed. If you need further assistance, please contact the Member Experience Team at **************.
Sincerely,
Member Experience Department
RBFCU

Customer response
10/16/2024
Complaint: 22320020

I am rejecting this response because:
There has not been anyone responding or calling to keep me up to date on this issue. I, in turn, continue in good faith to make payments as required. I do not understan why I cannot have an explanation as to what is going on with the issue of these cash advances that cannot be explained nor resolved in almost 3 months. Totally unacceptablke

Regards,

******** ********
Business response
10/30/2024
Dear Member:
We take all member concerns seriously and are sorry to hear you were not satisfied with our previous response.
We understand a representative from our Payment Services department contacted you last week to update you on your complaint. They are actively working towards a resolution and will continue to keep you updated on their progress.
If you have any further questions, you may contact the Payment Services department at ************.
Thank you,
Member Experience Team
RBFCU

Customer response
10/31/2024
Complaint: 22320020

I am rejecting this response because: RBFCU contacted me, but all they ever say is that they are working on it. Nothing has been resolved. RBFCU continues to charge me the same exact interest of $41.16 on a cash advance balance of $3,814.97 every single month and it NEVER CHANGES. My payment has remained the same EVERY SINGLE MONTH. My interest has remained the same EVERY SINGLE MONTH. My balance has remained the same EVERY SINGLE MONTH. This is just for one cash advance balance. There is a second cash advance balance that is in question as well and also needs to be resolved. I am making my monthly payment EVERY SINGLE MONTH but my balance does not change and I am being charged interest on an incorrect balance. There has been no urgency to resolving this matter and the best RBFCU has been able to respond is to call me and say they are working on this matter. In the meantime, I'm required to pay on an incorrect balance. I would appreciate it if an all-around professional can take the initiative to apply some urgency and do their due diligence and resolve this matter. I am anticipating a more professional answer and outcome on this urgent matter in a future response.

Regards,

******** ********
Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Have been a loyal customer with ******************** for **+ years and decided to use them for a land purchase. I have excellent credit history with them and was initially excited as I applied and received pre approval for a $300,000 loan for the purchase of land and was also approved for 100% loan-to-value financing! All the loan officer said was needed was a signed contract for the purchase of the land and they would move forward on the loan process. There were NO stipulations with the purchase of the land and letter shows pre approved for $300,000 with 100% loan-to-value. I then sign and enter a contract with a seller with $3000 for ******* money and return the contract to RBFCU only for them to then say "Oh, this is for land that is greater than 10 acres, we didn't know that. We now require 20% down payment, sorry, we will not proceed with the loan unless you put $60,000 down" This after I sign a contract with ******* money with ZERO stipulations given to me about the property size. Loan officer says they only do 100% loan-to-value financing for less than 10 acres but failed to mention this to me before I entered into a contract to purchase the property. So now I'm in a contract to purchase the land and RBFCU will no longer honor the pre approval that clearly states approved for $300,000 at 100% loan-to-value financing. No stipulations about size ever mentioned to me at anytime until after I'm in a signed contract and now no way to get financing for the property due to putting my trust in their bank.
Business response
09/26/2024
Dear Member:
Thank you for sharing your concerns regarding your service issues with the ******************* 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 thank you for your patience.
If you need further assistance, please contact the Member Experience Team at **************.
Sincerely,
Member Experience Department
RBFCU
Initial Complaint
09/20/2024
Complaint Type:
Order Issues
Status:
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.
I had money sent to me from another member of RBFCU. After them decline me 2 days in a row to access my funds they just disappeared. Calling customer service and fraud department which they were very nice and helpful. They basically said that there was a glitch. So basically calling me a liar. I have full proof and receipts and they list my f****** money. I will be closing my account because this is unacceptable. They didnt even send my money back it just disappeared in thin air.
Business response
09/26/2024
Dear Member:
Thank you for sharing your concerns regarding your transfer from another member and giving us the opportunity to respond.
We sent your concern to our Technology and ******************* for review. Their research found that on 9/15/24, a text message was sent to you regarding the transfer asking to either accept or decline the funds. Action was not taken on the text message thus the account transfer did not process.
If you need further assistance, please contact the Member Experience Team at **************.
Sincerely,
Member Experience Department
RBFCU
Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The online banking system is no longer working properly. I cannot access my funds. I called in and spoke to someone that is a supervisor in the customer service department and the only solution offered was to "try and clear your cookies and cache" and if that does not work then oh well, we will add you to the list of consumers with the same issues. I asked to speak to someone in the *********************** and they refused to get on the phone to discuss possible solutions. We have a checking, 2 savings, 2 money market accounts and a large sum of money in this credit union but as usual this day and age there is no one that cares about the customer. They are experts at hiding the upper management contact information. Now we have to set up new accounts including all of our monthly payee information and so forth after many years of doing business with these folks.
Business response
10/11/2024
Dear Member:
Thank you for sharing your concerns regarding our Online Banking and the issues you experienced when trying to access our Bill ************* understand that you have been contacted by a representative from our ********************** about your concerns. They asked if you could provide additional information and screen shots to help resolve the issues you are experiencing.
There have been several attempts to contact you to obtain the information, however these attempts have been unsuccessful. If you still need assistance, please email our Payment Services department with the requested details and screen shots. Their email address is *************************************************************************.

Sincerely,
Member Experience Department
RBFCU
Initial Complaint
09/09/2024
Complaint Type:
Billing Issues
Status:
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.
Since joining RBFCU my husband and I have started all three of our kids with checking/savings accounts through ********************. We have our direct deposits from work presently going into our joint accounts, as this has been our first credit union that we've been loyal customers of for that past 3 year and counting... However, I've unfortunately come to realize that this loyalty is not extended from RBFCU to customers like us. After my husband had to take an unpaid **** from work to care for his father who has end stage kidney failure, our finances were impacted. A lot of the bills we've responsibly placed on Autopay were paid via the Courtesy Pay feature RBFCU offers. Typically a few $24 fees are incurred, but never as many as the 23 fees... RBFCU has debited 23 fees from our already overdrawn account, putting us further into the negative then we already were. Now, I mentioned having direct deposit so not only did RBFCU recoup the amounts for the bills they paid. They have also chosen to keep the $552 in courtesy pay fees, which I immediately requested be refunded. Simply put, this is an excessive and unjust amount to ***** a loyal customer. Not only was the overdraft amount cured, but it only took approximately 2 weeks for the overdraft amount to be paid. When this hardship was explained there was simply no justification RBFCU could provide. All they could say was they must charge the fees fairly between all customers. Well I can assure you that the fees were charged, but now RBFCU needs to do the right thing and refund these charges. Being put further into the negative by your bank is not good banking business, and I can assure you an investigation into these predatory practices will be investigated to it's fullest extent.
Business response
09/17/2024
To Whom it May Concern:
We reached out to our member via phone call to discuss her concerns. To protect our members privacy, we are not providing any details of our conversation. Our member may use their discretion in sharing our response directly with you.
If you need further assistance, please contact the Member Experience Team at **************.
Sincerely,
Member Experience Department
RBFCU
Initial Complaint
08/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
RBFCU is not protecting there members when using a service rbfcu provides and allows you to do. My transaction on July 31 was fraud I did not received merchandise in new like condition and I received damage merchandise. The installer has not fixed the damaged and not replace the items that were used instead of new. The business has not contact me back and has not return any of my calls. RBFCU gives no warning when paying counterless that if something happens they don't have your back. There is no fine print stating any of this. RBFCU is ignoring efta federal law that protects consumers. They have reflected blame on apple which apple is sending me back to rbfcu. If I'm not refunded in 45 business days I will be filing a small claims report with my local county office asking for the amount that I'm disputing and the cost of small claims fee. Also, I will be ending all business with rbfcu as well.
Business response
09/09/2024
Dear Member:
Thank you for sharing your concerns regarding your fraud claim and giving us the opportunity to respond.
We understand that you have been contacted by a representative from our *************************** on 9/5/2024 and the issue has been resolved.
If you need further assistance, please contact the Member Experience Team at **************.
Sincerely,
Member Experience Department
RBFCU

Customer response
09/10/2024
Thank for getting back but as of writing this I have not been credited back.
Business response
09/16/2024
Dear Member:

We take all member concerns seriously and are sorry to hear you were not satisfied with our previous response.
A member of our Enterprise Fraud Team thoroughly researched your dispute and contacted you to explain their decision. If you disagree with their decision, please contact the Enterprise Fraud Team at **************.

Thank you,
Member Experience Team
RBFCU
Customer response
09/17/2024
Thank you I will contact them tomorrow.
Initial Complaint
08/15/2024
Complaint Type:
Product Issues
Status:
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.
8/15/24 I noticed money was pulled from my account without authorization. When I called to get who, when, and why I was told it was due to an auto loan being 38 days past due. They do not see a payment made by moving money internally from one account to another on 8/5/24. As it sits this account today is 8 days past due and they pulled $954.51 out of my account for the remaining balance left on our loan. When I Verified the payment was made with them, they saw that the payment was made when looking into the account, so when I questioned why they pulled the money on an account that is current and not 38 days past due they stated they said there is nothing that they can do. I asked for a manager and was met with they were busy and she would send an email off to have a return call back. I want my unauthorized with draw back in my account.
Business response
08/23/2024
Dear Member:
Thank you for sharing your concerns regarding your loan and unauthorized payment and giving us the opportunity to respond. At this time, we ask that you please contact our ********************** at ************ for further assistance and resolution to your concerns.
Sincerely,
Member Experience Department
RBFCU

Customer response
08/23/2024
Complaint: 22147909

I am rejecting this response because:
I've talked to your collections department. They say sorry nothing they can or will do. This was unauthorized nor approved. No right to collect or any of that.
Regards,

**** *******

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