rbfcu.org

Not a trustworthy financial institution.

BOTTOM LINE: DO NOT TRUST RBFCU with your money. They are not trustworthy and customer service both in the bank and over the phone is just terrible. I began banking with them in 2012 when I lived in Cibolo, TX and they seemed OK. Loan rates were slightly better than USAA at the time. Banking service in the Scherz/Cibolo location was never a great experience. The tellers were rude and unfriendly in the banking locations and if any assistance other than basic i interactions were needed, courteous customer service was terrible. For that reason, I primarily used the app whenever possible. Security issues with the log in and app caused me some concern (I work in Cybersecurity), so I stopped using them as my primary bank, only keeping a small amount of funds in to keep the account open. At the time no fees were charged. To be honest, I stopped using the app and the account due to the unreliability of their app. The main problem and final straw is that they apparently initiated some insurance fee that customers were required to OPT OUT of. I never received any communication on this and this unsolicited Life insurance scam with Trustage Life Insurance has been draining my account. While they didn't bother to send notification of this fee...they SURE reached out once overdrafts hit after they drained the small amount in this account. I reached out to them and waited on hold for nearly an hour. When I did get a hold of someone, "Stacy" was very terse and clearly not happy about taking the call. I was professional and stated that I needed to close the accounts, but was concerned about the overdraft fees. She did not respond to any of my questions, and immediately began actions to transfer my remaining funds from a savings account out. While this is what I wanted I still had questions…which she refused to address or respond to. Stacy did not review the account, and did not listen to my request to regarding the account closure. I had to go back on hold while this got sorted with her supervisor. When she returned, rather than answer my questions she simply stated that RBFCU did not sign me up...but rather that I directly signed up for the Trustage Life Insurance policy. First, that is an absolutely untruthful statement. Secondly, when I asked who I could contact to terminate this fraudulent policy she became curt and stated that RBFCU doesn't sign people up (not what I asked). I remained kind and professional with her, but repeated that I did not sign up or approve this insurance. I asked again who I could contact. I was told to contract Trustage correctly and given and an incorrect number. After finding Trustage on the web, I have been on hold for hours with no luck. I am closing all accounts as soon as the ACH is complete. This is really a bad banking organization.

Date of experience: Jan 01, 2024