Review Time
My opinion and personal experience is that RBFCU, about 12 yrs ago, was a well run credit union. It’s since become a low-rate, substandard bank where you’re no longer a person who they actually benefit from having as a customer who deposits funds, but a number that they now consider a nuisance when you call for help with an issue involving THEIR services. However, putting aside that their ATM at the 6475 Baywater Dr location was out of service/out of money today and that they affiliate with 3rd party entities who’s credit card rewards services are inconsistent at best (“We cannot access uChoose Rewards. Please contact us at 888-999-4355.”), I expect to receive a response that tries to apologize and put me at ease about my sentiments for RBFCU - perhaps, an AI driven response? Don’t bother. It’s almost insulting and a waste of time. Anyway, I have my money and my confidence with a different credit union and I’ve witnessed the difference between the two.
This bank literally hates you. Your money isn't yours, your cards aren't yours. They will lie to your face. Feign polite ignorance, Misrepresent your problems. They're basically scum bags on the level of a politician or lawyer. I explicitly told them not to replace some cards, they did it anyways sending me scrambling to the bank to get rent money. The fact that these people will do the precise opposite of what you tell them to do, smile while doing it, and say "Eff off that's your problem" is insane. I will be paying off my credit card and moving to a new bank.
This is the worst Credit Union you could ever have. Do not trust them with your money. They will never catch real fraud but will freeze your card for no reason and not notify you at all. Also don’t ever use the call back option for customer service they will NEVER actually call back. Stay on hold. I recommend closing your account and going elsewhere.
This is what they advertise: "24/7 fraud monitoring and $0 liability for unauthorized debit card purchases". I have been with RBFCU for over 15 years. And when my debit card was hacked, they refused to cover the fraudulent charges. They actually caught the initial charges and froze my card. And when I called them they found that over $1000 of fraudulent charges had been made within a matter of minutes in another town. And when I asked them if they would investigate they said it was too hard to find these types of criminals. 1 month later, I get a letter in the mail stating that they will not be covering the fraudulent charges after all. So when my husband called to ask why, they stated that we had to file a police report with the stores where the charges occurred and pursue our own investigation. Even after one of their own representatives stated to me that it was too hard to find these kind of criminals. They also did the same thing to my daughter on her account, refusing to cover $800 worth of fraudulent charges. Very similar situation. They have lost our business and our money. And I'm sure they don't care about losing us as just a few customers, but maybe once more people are similarly effected and take the same actions then they will start to care.
Not an honest institution at all. Watch your account closely until you find another bank. Go anywhere but here. People are leaving RBFCU. I feel sorry for the people on the phones that have to feed their family by covering for the thieves at the top.
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.
Worse Bank ever for over a year I have requested debit card replacement, I still haven't received one. I am unable to use ATM deposit because of the card reader will not read my card. So I have to go inside the bank I had a check for $1,200 from a national realtor company. The teller helping me I could have ready see that she was going to give me some problems she was very sarcastic and snobbish. Yuri at the 1604/Culebra location. My checking account balance was over $1400 so she could have allowed me to have at least $200 from that check but she wanted to place a hold on it for 7 days I stated okay whatever let's just get this done cuz I need to leave she was taking alot of time for such a simple transition, but she was annoyed from me explaining how much trouble I'm having with the debit card and if they could mail it to the bank branch location and I could pick it up there she wanted to charge me $24 of course a fee....lol anyway as I left the bank because she took 10 minutes to have to type up a letter showing that the hold was going to be placed on the check, I noticed that she ended up putting a 16-day hold. ?? I drove back went to the supervisor the supervisor even questioned it then went to her station and asked her three times to change the date she argued and rebutted with her own supervisor ! She placed him in the same position she did me as a customer. Abusing her position & mental dysfunction of her showing me her entitled power to hold my own money. I have to pay my rent and now I have no money for gas or food just because of this one evil individual who wanted to show me that she can make decisions. I should have driven 30 mins & went to the UTSA/Dezavala Location, I am sure this would have been a different experience. I live down the street from 1604/Culebra and I am always treated with disrespect at that branch it's so very sad to have to drive somewhere else for better customer service....So the motto that they are member owned is not true in my case. That one Teller made it extremely difficult for me and I now have to borrow money for food. 😥 Happy New Year praying God turns it around for my good. As soon as check clears I'm closing my account & going elsewhere for my Banking Needs. 🙏
They're more of a headache than the national banks. Save your time. Abysmal customer service and the rules don't make any sense. Everytime I've had an issue, it cannot be resolved due to their system that wouldn't be an issue anywhere else. So what was the last straw? I got laid off and forgot to cancel a reoccurring subscription. Their rules are that if the account stays negative for 45 days, they "charge off" the account (read deactivate it.) No biggie, I thought, as my next job started quickly and I'd be paid before then. Fast forward to Thanksgiving when I should've had my paycheck (minus the overdraft) and nothing is in my account. I also started getting automated messages stating my account was about to be gone for the reasons previously stated. No one is there on Thanksgiving, so I just have to wait for the next day. Black Friday comes and the paycheck (ACH) is shown is shown but isn't factored into my account. Rage ensues. I call customer service and am told that they are rejecting it because my account is suspended. You mean to tell me that funds being sent directly to the account cannot pay off what is owed? Nope. But we'll send it back to my company the same day so I can try to send it to my savings account that for whatever reason, is still active. Frustrating but still manageable, I suppose, but leaves me without desperately needed funds. Fast forward to Monday and the deposit hasn't been kicked back. This time, customer service says it'll take 2-5 business days starting that same day. And of course my company cannot write a check until they've received the funds back. RBFCU isn't the friendly, local credit union you'd expect. I'm warning everyone I know in real life and online to strongly reconsider using another bank.
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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
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