Terrible customer experience. They don’t look out for their customers and are extremely rude when customers seek help. I talked to Marshall on the phone who said he was a supervisor. He just brushed off my concerns and kept reiterating that my issue is just my problem. I’ve been with other banks who are willing to help customers but not RBFCU. They prefer to just be rude and say things like “that’s on you.” The customer support team on the phone is extremely rude and unprofessional. I had an issue where I had an overdraft fee. I wasn't notified about this until the next day when I received an email. So I took quick action and added the funds to my account. I was only short $8 and so I called to ask if the fee could be waived as I hadn't had this happen before. The RBFCU website states that the fee can be reversed at their discretion which is why I called. The first person I talked to, Paul, said he would check with a supervisor as they have the final say on this. That's when I was connected to Marshal who was very condescending and rude. Wouldn't really look into this matter. He just kept pointing out that this was my fault and that's why he wasn't going to do anything about it. I asked him if he could take my situation into account as the website states that they could reverse it but he said "point in case" he couldn't because of my user error. Which I understand but his time was very condescending and unprofessional. Again the worst experience I have ever had with a bank who was so unwilling to listen and help their customer. Instead they prefer to make us feel worse. It's like a previous rep I talked to on the phone told me "well we don't work like other banks!" Those we're her exact words.
Claim your business profile now and gain access to all features and respond to customer reviews.
Randolph-Brooks Federal Credit Union is more than just a bank. It is a financial cooperative intent on helping members save time, save money and earn money. Whether it’s opening a first account, buying a car, building a dream home or planning for retirement, their team of dedicated professionals are here to help you achieve your goals and build a strong financial future.See more