Review Time
I’ve been with RBFCU for nine years. It seems that customer service has now degraded to the point where you can no longer even get someone on the phone.My most recent problem occurred when I could no longer print copies of checks that have cleared my account using their web site. This feature is important to me because I use the printed copies to keep business records. The checks I am interested in printing cleared my account more than two weeks ago.Since I cannot simply call customer service, I am left with having to leave messages for customer service via the web site.After waiting a day, I have been told that opposed to simply e-mailing copies of the checks in question they must issue a request to their records department and that it could take up to 7-10 days. It seems as though they have taken the simple web site feature of printing a check and turned it into rocket science.At this point I am compelled to search for a banking institution that better meets my needs and also provides viable customer service.I simply refuse to put up with the type of abysmal customer service that currently exists at RBFCU.
You all lost a member and potential business from someone with an 830 Fico score because she was my biological aunt who might as well be my mom and has been acting as my mother more than half my life but we were honest when asked. And if we would have lied and said she was my mom. You people would have never known the difference. So you let honesty get in the way of helping a member and making money over doing the right thing or compromising and finding away to make her a member. No one I know will ever be able to mention rbfcu no one I pass walking by will be able to let me hear rbfcu without being told how I was treated in one of your branches by an employee and then to top it off I held for 30 min online waiting to get someone in the phone Because it didn’t give me the option for a call back that time and I was disconnected in transfer last time no one called me back. This place has turned into a joke unless you got blackmail or dirt or a ton of money does anyone care about you there.
I applied for a personal loan for $75k with this credit union on 08/07/2022 and was denied. The Adverse Action reasoning for the denial was unsatisfactory and was also incorrect so I sent an email to their underwriting department to question this. Someone (named Melissa...no last name left) returned my call during my office hours and left me a voicemail. When I returned the call she had given me an phone extension without a voicemail to leave her a message. I called the following day and was told by the CSR who took my call is the extension she left #82301 is not an extension with a voicemail capability. He checked and found that this particular employee was out of the office and their underwriting department uses a "general" extension to accept calls yet with no way for a customer explain why their calling nor leave a voicemail. Later that day (Tuesday August 16) I received a call from a gentleman who says he name is John and he is a Senior Underwriter. I questioned how could I not qualify for a personal loan with a FICO score of 840 (850 is the highest according to their TransUnion Adverse Action letter). I also questioned why was the turndown reason listed not accurate. There were two turndowns listed (1. Proportion of loan balances to loan amounts is too high and number 2. Too many accounts with balances). NEITHER one of these are true or accurate. First and foremost out of $250k-$300k of available credit to me my balance is less than $500. Secondly I have a small car loan with a balance of less than $3k with a $180 monthly payment. In speaking with him he stated the credit union really don't want to do "unsecured" loans they want to move more to "secured" loans. I responded with why do the credit union offer this on the website as an option and this borderlines "Bait and Switch". I currently have a line of credit ($40k)with this credit union that has never been paid or paid derogatory. A person cannot achieve the credit score that I have and at the same time have the reasons for the credit unions denial their credit file. To be clear you cant have high credit balances and a high credit score. I have experienced the same challenges before when applying for credit with the same credit union when I have applied. As we moved further along in the conversation John says the credit union takes each application on a case by case basis and I asked if I cant get approved with the outstanding credit that I have than who can?? Furthermore, case by case basis opens the door for humans to interject their personal biases and opinions which is the reason why lenders have guidelines. There isn't a guideline that the credit union has have that I didn't meet. I am NOT an overly sensitive person when it comes to race issues BUT I have to question why I was denied because the reason given is not true or accurate. This company has racial biases and issues because I have experienced it myself and I have seen other people experience the same. RBFCU PLEASE DO NOT PATRONIZE me and send some disingenuous response to my post saying you are "sorry" for my experience blah, blah, blah. I am going to talk about this until something is done!!!!!
So far so good, They have one of the lowest mortgage rates, only $750 processing fee and they give you the option to opt for reduced rate once after locking the rates if the rates go down before closing, which happened in my case.Will update the review post closeUpdateWe closed at the due date. Team worked diligently and communication was great throughout!
RBFCU always let's us down when we need them to step up and help in a problematic situation. After spending 2 hours on the phone with Amazon's above and beyond CS to find a random recurring charge attached to an old email. I called RBFCU because the charges from Amazon created several overdrafts. I explained the situation. Brandon, said our policy is you need a letter in writing, call Amazon back and request this letter. I wanted to know why I needed to go through another arduous process when they could clearly see the refunds from Amazon coming through. Amazon refunded every cent. Brandon basically said, it's our policy to do as little as possible to assist our customers in time of need. Our policies are not flexible, no matter your circumstances we have a one size fit policy. No letter. No help. Most financial institutions aren't even enforcing overdrafts, another indicator that customers are not a priority. Chase has excellent CS. Take some notes.
I have never had a negative banking experience until now. RBFCU is heartless and even though I made an error by entering an incorrect number for paypal every time paypal tried to re-process…numerous times in a 24 hour period. Rbfcu charged a fee of $200 in total. I had just opened accounts and my daughters savings account had been entered accidentally when transferring information. I contacted the bank IMMEDIATELY and corrected itthru PayPal but PP continued to re-process it with the incorrect information so every time they did, the RBFCU computer charged me. Rbfcu did not care even though it was a human/computer error and would not agree to reverse the charges. I covered the overdraft fees immediately…but they still refused to reverse these charges. I found that utterly unethical and unprofessional. I left the bank after spending an hour with the branch manager who expressed understanding and said “we will be willing to meet you halfway“ and then she said she would have to get it approved by her supervisor… I felt like I was at a used car dealership. She left for about 20 minutes and then when she came back… She said nope her supervisor would not approve it after all so I was SOL , I could not believe that as a new customer… Who made an error when transferring information and when PayPal continued to process incorrectly even though I had changed my debit card information that Rbfcu would not reverse these charges. I left on the spot (they could not care less) and went to Frost Bank who absolutely felt that howRBFCU TREATED ME disgraceful. I am still in shock and would never recommend Rbfcu to anyone. I had heard about their “excellent customer service” but unfortunately that is absolutely not the case.
I opened a business checking account 8 plus years ago... I ran A LOT of money in and out of that bank... I had scam artist make 2 unauthorized withdraws back to back totaling $5000... I called the bank and was told there's nothing they can do about it because business accounts have 2 days to dispute charges... I told the lady it was literally less than an hour outside of the timeframe... She didn't care, her manager didn't care, and I'm out $5000... They advertised that they are insured, good luck getting them to pay if someone steals from you... I also asked why their fraud protection department didn't notify me when they saw someone repeatedly hitting my account, "we're not set up for that"... WORST BANK EVER, your money would be safer in your mattress...
I've been a member of RBFCU for years now and have had nothing but good things to say but not anymore. I closed one of my checking accounts with yall weeks ago (and I know this for a fact because I was on hold for 1.5 hours before I actually got to speak with someone) and surprise there was a $0.28 credit to my account last week which opened the checking account back up without my knowledge or permission. There was then some unauthorized transactions that put the account in the negative (there was no money in it because the damn account was CLOSED) and so I got hit with insuffiencent fund fees that cannot be waived for some reason even though my account was supposed to be closed!!!! Y'all are nothing but crooks I hope you are ashamed of yourselves!!!! I'm closing ALL of my RBFCU accounts and taking my business elsewhere.
This Credit Union isn’t good for Minorities trying to start a small business or obtain a loan from them to help keep a small business and or personal growth within RBFCU .I applied for a business loan ( commercial auto)I provided all the required documentation and other paperwork that they didn’t ask for to be on the safe side.I have banked with RBFCU for over 2 years.I have the following -personal checking -personal savings -money market -Business checking -RBFCU MasterCard -Credit Builder loan-Personal loan.After having to call them back to check the status after 3 business days , I was told by Alex that at this time it was denied due to the score of my credit…My credit score was way above the RBFCU requirements to obtain a loan.After thinking about it, I called back and spoke to another person who said the reason it was denied was because of my performance with RBFCU.Now, I’m saying to myself well this is my bank that I’ve been loyal to.And who I had confidence in of helping me start a small business and or loan when I needed it.My performance at RBFCU has been great, and it could’ve also been greater at a different credit Union or bank that valued me better. (Minorities)This would be the 3rd time I’ve tried to secure financing with RBFCU and it’s almost impossible, especially when they know who you are in the system.I could’ve gotten financing from the dealership, but chose to still give my own bank RBFCU a chance first, just to be denied again for a unacceptable reason being that my performance wasn’t good enough.No one could go into detail as of what that was.The RBFCU advertisement for small business is false, they only help those who are privileged!I’m upset to know I’ve wasted my time and money with this organization .I wouldn’t have ever applied if I had any doubt that I’d be denied.I had zero inquiries on my credit as well!I even put my property down for collateral, and want even granted the least of a counter offer.Not that I needed to have collateral, it was just me trying to convey how serious I was and that I was invested as well.I know for a fact that it’s been discrimination of the decision making within RBFCU loans.I’m sure it’ll be a short response & downplay of this review.
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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
