rbfcu.org

RANDOLPH BROOKS CREDIT CARD SECTION GROSSLY MISMANAGED MY ACCOUNT

I have been a member of Randolph Brooks Federal Credit Union since 1982 when I was a airman stationed at Randolph AFB, TX. I have faithfully stuck with this credit union even though I have not lived in TX for over 34 years. I have given them my business financing over 5 cars and maintained my primary savings & checking accounts. I also had a MasterCard since around 1998. The credit card section conducts business in an unprofessional & hostile way. They provide the worst customer service, the representatives are rude, curt and do not know how to communicate to customers in a professional business manner. I have never been late paying my credit card, I have faithfully paid my monthly credit card bill every month on time since 1998, paying much more than the minimum amount. Around 3 weeks ago, this very rude representative called me told me in a hostile way that I need to pay the credit card because i have not paid since Apr. I told her that I didn’t appreciate her tone of voice & that I did try to pay the credit card but the account was deleted from my online account so I couldn’t pay online like I used to, I also called to pay by phone & was told that the system was down. When I tried to pay by phone the representative said the system was down I told him that I felt it was more than the system was down because I no longer could access the account online, it was deleted from my online account. It seem like a joke to him & he sarcastically repeated that the system was down & to call back. I also told her that I found out that my separated spouse has file for Chap 7 Bankruptcy & that was one of the joint accounts in the bankruptcy case. In a chastising manner, she said to me just because your husband had file for bankruptcy you’re still responsible. I told her that I’m the one that’s been paying the credit card all these years and that I could not pay it because the account was deleted the account no longer exist even when I tried to pay by phone. She said you could have called in the payment, she was not listening to what I had said. I told her maybe if you guys were running a profession business you could have written me a letter informing me that you have deleted the account & how I can go about making future payments just like USAA had professionally notified me. USAA didn’t just abruptly delete the account, they notified me in writing why couldn’t Randolph Brooks do the same & here you’re calling me in a hostile manner demanding payment when you have not sent me any statement or a letter. I told her I was not going to pay until I got a letter from them explaining to me their policy & how to make future payments since they deleted the account & I no longer have visibility nor am I getting any statement. I felt like I was being harshly dealt with when it was not me who filed for bankruptcy. I also told her that 2 years ago, I requested my spouse to be taken off the account because he’s been threatening to file for bankruptcy & I wrote Randolph Brooks to take him off since I was paying the account anyway and Randolph Brooks refused to take him off. Randolph Brooks is so unprofessional that instead of sending me letter like I requested, they just sent me copies of incomplete statements for Apr, May & June, that was all I got from them. Since then I made a payment for $300, but I recently got notified by my credit monitoring subscription that Randolph Brooks reported to the Credit Reporting. Agency that I had a late payment and my credit score went down 73 points because of that, I’m very pissed, it’s the only late payment I have had in over 30 years. I strongly believe if Randolph Brooks had acted like professional business that valued my membership, they could have sent me courtesy letter from the onset, instead of being a big bully & sticking it to me by reporting my account for a late payment to the credit reporting agency. I have since disputed it with Experian and Randolph Brooks certified to Experian that it was late therefore the late payment will stay on my credit report. This is very unfair to me, Randolph Brooks deleted the account without notifying me & I did try to make payments but was not able to do so because of the reckless & unprofessional way they handled my credit card account. My expectation of a Randolph Brooks is if you’re going to delete a customer account you as a bank should have the professional courtesy to notify the consumer in writing & don’t assume the consumer knows your banking procedures. I’m not a mind reader. I am requesting that Randolph Brooks remove the late payment reporting since it has done grave harm to my credit scores which was a direct result of the sloppy unprofessional way they do business, Randolph Brooks created this problem & they need to do a better job so no consumer have to go through what they put me through when a simple letter would have averted this problem.

Date of experience: Jul 16, 2021