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&rsquo,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... show more
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Randolph-Brooks Federal Credit Union Reviews
5
28%
4
6%
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5%
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8%
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53%
2.5
224 reviews
224 reviews
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Randolph-Brooks Federal Credit Union
ctaylor031004 @ctaylor031004
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1 Star Rating
Long story short, the fraud department is ridiculous and does not understand large wire transfers. I was attempting to purchase a rare car out of state, got it fully inspected and was satisfied with the results, and submitted the transfer for a wire purchase of about $20k.
The fraud department called me, which is fine, of course, and I walked them through the transaction, and we hung up. I assumed everything was good. About 15 minutes later, they called back and refused the transaction, calling it fraud despite just talking to me.
Fine, I'll figure out another way to transfer cash to another bank account and do it that way. Lo and behold, RBFCU locked me out of my own accounts as well, including any electronic payments. I called them back, and they refused to give an explanation other than "Your access will be returned once our investigation is complete, which takes about 10 business days."
Utterly ridiculous. I ended up having to physically go to the bank and withdraw money to deposit into another bank account just to pay my normal bills. Needless to say, they have permanently lost my business.
Thanks for reaching out to us. We understand that you were trying to submit a wire transfer but were locked out of your account due to fraud concerns. We apologize for any inconvenience this has caused you. We’d be happy to take a closer look at the situation to see how we can resolve this and earn your satisfaction. Please reach out to [email protected] with your account name and phone number.
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Randolph-Brooks Federal Credit Union
jeremy walker @jeremycgrote
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1 Star Rating
This bank charged me NSF fees on my savings even though I had funds to cover the transaction in my checking account. They wouldn't refund it. I called customer service and they refused to refund the ones they charged in the past. They are one of the only banks that do this.
Hi Jeremy, we understand you have some concerns regarding NSF fees on your account. Our team is happy to investigate a resolution that best addresses your feedback. Please reach out to [email protected] with the name and phone number attached to your account.
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Randolph-Brooks Federal Credit Union
patrick @patrickn_36
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5 Star Rating
Up to date accuracy I count on when making financial transactions. This keeps me informed of all late payments I missed or overlooked. Thanks for this awesome system.
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Randolph-Brooks Federal Credit Union @RBFCU
Thank you for your feedback, Patrick! We're pleased to hear that you enjoy banking with us. We're honored to have earned your 5-star review!
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Randolph-Brooks Federal Credit Union
Taylor Ward @2TaylorWard2
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1 Star Rating
Banked with RBFCU for several years with a multitude of small, inconvenient, but not critical issues, until recently. My account was hacked and when I presented the issue to them, they stated they would prevent further withdrawals and work to reimburse me for the fraud. Two days later, a further four fraudulent transactions went through. I had to bring these further fraudulent actions to their attention. They reimbursed me, then pulled the reimbursement. Then gave it back. Then pulled it again. They sent a different debit card. I suggested opening a different account to prevent further fraud. They sent a second card. I waited for 9 days for the card to arrive with no access beside a drive to their nearest branch. Further, my fiancee attempted to deposit a check, in my name, into my account as a gift. They locked me out of mobile banking permanently because their algorithm flagged it as unusual. She cancelled the check after that, and I switched to a different institution. I have been without access to my money for nearly 2 weeks because of their ineptitude and carelessness. Bank anywhere else. Save yourself the headache.
Hi Taylor, we’re sorry to hear that your experience was unsatisfactory during a time of need. This is not how we want our members to feel when receiving assistance and we apologize for the inconvenience caused by not having access to your money. Should you ever decide to give us another chance, we would appreciate it if you could please email [email protected] about the situation so we can ensure a positive experience for you moving forward.
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Randolph-Brooks Federal Credit Union
SE Foster @sparty2020
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1 Star Rating
They don't appreciate their members. I've been banking with them for 10 years. When I needed them to help me with a checking account issue, I was denied simply because they could deny me. No personal touch. No regard for the individual.
In the past, I've encouraged my kids to enroll with them, only for them both to be denied for credit. They both have excellent scores and payment histories, just "not enough" credit.
Too many credit unions options to choose from in Texas. I'll be closing my RBFCU accounts to join one of them.
Hello, we understand you've experienced issues with your checking account. Our team is happy to take a closer look at what's going on so we can ensure a positive experience moving forward. Please reach out to us at [email protected] with the full name and phone number associated with your account. You may also get in contact with us by calling 210-945-3300.
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Randolph-Brooks Federal Credit Union
Veronica Zapata @verzap
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1 Star Rating
There was a fraudulent $900 withdrawal on my svgs acct. No help from this CU on getting my money back. CU has zero mgmnt. on-site.
Hi Veronica, we understand you had a fraudulent charge on your account. We're sorry to read that this happened and understand the urgency of the situation. We'd like to take a closer look at what happened and help resolve the situation. Please reach out to us via email at [email protected] or by calling 210-945-3300 with the full name and phone number associated with your account, along with more details, so our team can assist further.
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Randolph-Brooks Federal Credit Union
Suja Jacob @njcnews777
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1 Star Rating
RBFCU let someone get into my account without verifying their credentials. Now they want me to drive 3 hours to bank with 2 forms of ID and meet them in person. Question is why did they let a stranger hack my account? Writing this do customers can beware of RBFCU and find a more secure bank
It’s the best bank for build credit and get loan with lower interest so I recommend to everyone open accounts from this bank and e Jo with their services
Thank you for your 5-star review, Mary! We're very happy to read that you've had an amazing experience banking with us. We look forward to serving you more in the future. Have a wonderful day!
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Randolph-Brooks Federal Credit Union
sneakersbarcandy @sneakersbarcandy
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5 Star Rating
Verified Customer
Great, and awesome Randolph Brooks Federal Credit Union workers, that give out personal loans, with low interest rates, that treat the value long time customer members right, and, for other loans too, but the debit card, dispute claim fraud department, are know good, and that workers RBFCU department, they did not help me out, on a un-describe merchandise, i placed online, and i had to pay $3.92 on the return shipping cost, to get my $71.45 back into my bank account, because, the discogs seller, i bought this used Dreams cd from, for $60.00 dollars, was not as described, and the seller, said, on email message replies, they sent me, through discogs website, there not going to pay, for the return shipping cost, so, i'm out $3.92 on the return shipping cost, and, for now on, i will start paying through my PayPal account, with my RBFCU debit card, i will get reimbursed, on the return shipping cost, from PayPal.
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Product: Randolph-Brooks Federal Credit Union Personal Loans
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Randolph-Brooks Federal Credit Union
Shyrell @shyrell_windom
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5 Star Rating
Verified Customer
Very helpful so far 1 year would recommend to all my friends and family they mail a lot of offers for you to look at and join if you want to
Hi, Shyrell. Thank you you taking the time to share your experience with us! We value your feedback and are happy to hear that you've had a pleasant time working with us. We look forward to the next chance we have to serve you!
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Randolph-Brooks Federal Credit Union
waveymaker @waveymaker
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1 Star Rating
The bank that sold its honor. Just another cold Corp.
Years ago, RBFCU was the place I respected for its ethics and standards. Placing their members first with high quality. Sadly, it's down the septic system. While you wait to talk to someone, they still state they go above and beyond - Not anymore!
I have been a member for over a decade. I understood and even defended them when they had to remove the debit rewards system. I did not hold them accountable when some branch staff could be rather rude. I never tarred people with the same brush, not my mindset. This issue requires action - not words. Apologies are cheap when you take zero effort to make the person(s) whole. Now they want to play the victim. Not today! Not tomorrow! My wife and I made an appointment on August 18th for the 26th. This was to come down in person to talk about purchasing some land and move our car insurance over to RBFCU. What a joke! I will not blame the branch staff, but this should have been explained before we made the drive. We walk in and have to explain again the reason for the appointment. We did not see anyone; we were placed in a room while they called a department. This was not even a video conference. Again, we had to explain for the 3rd time why we are here. We could have spoken to this department in the comfort of our home. I find this to be unethical. My wife started to hold back her tears for all the time wasted. Time we cannot get back. We just thanked the staff and got out there ASAP. I was not going to stay there and watch my wife cry in front of them.
Not to pull heart strings, but my wife is disabled. It took a number of hours to get ready to drive down. Takes the same amount of time to have my wife settled back in. Days waiting for the appointment, pointless. The weekend, wasted. Time we could have enjoyed.
Never Give Up - Holding Them Accountable. Phone calls, not letting them ghost us and treat people like, "Poorly." All they do is apologize, not offering anything to repair the mess they created and the lost/wasted time they cost us. Now I am told they will ding/flag/place a note on my account if I continue to call to escalate this complaint. Sorry, I don't fear them, and they are not going to break my principles. After all, it sure seems like they have lost theirs. Now they act if they have self-victimization syndrome?
Rule one of any honest apology: Take accountability. Rule two: Repair, make the person(s) whole for the issue you made. That is going above and beyond. Words are cheap. Takes little to no effort to keep honor. Takes work and a moral compass to get it back. I am sure they will leave their cheap apology - Again, more words.
Hi, thank you for sharing your story with us. We're sorry to read that your recent experience caused you frustration. This is not the kind of impression we want our members to have when working with us. We would like to clarify that in order to provide the best assistance to any questions or concerns you may have, we connect our members with Representatives in the appropriate department via video conferencing. We appreciate the opportunity to address your feedback and will be sure to pass this on to our team for further review. If you'd like to share any additional details about your experience, we're always happy to help at [email protected].
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waveymaker @waveymaker
@RBFCU "frustration"? "We're always happy to help"? Make us whole then. In the meantime, save the cheap words for the Credit Union Department (CUD).
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Randolph-Brooks Federal Credit Union
alfarrell25 @alfarrell25
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5 Star Rating
Verified Customer
Used the money for upgrades on the home. Car port, sauna, enclose the garage. Was pleased with service we given during the setup of this loan.
We love to hear this! Thank you so much for sharing your story with us. We’re flattered to have you as a member!
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Randolph-Brooks Federal Credit Union
alfarrell25 @alfarrell25
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5 Star Rating
Verified Customer
We have been with the RBFCU group. A couple of glitches that they corrected immediately. Been with them for years. Their site is easy to navigate. Customer service is always very helpful. Highly recommend.
Hello, thank you for taking the time to share your five-star review with us! We're pleased to read of your positive experience and look forward to serving you more! If there is anything we can assist with, please don't hesitate to reach out to us at [email protected].
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Randolph-Brooks Federal Credit Union
donyaross @donyaross
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1 Star Rating
Negative 5 stars...I don't know how these people sleep at night. They do not care about their customers or the community businesses. They misrepresent themselves--listen to their hold message go on and on about how they are there for the customer and the community--it is simply not true. Their policies are drawn up to solely help themselves make more money. They only want you doing business with franchise dealerships and will do all they can to penalize small local businesses. When asked that directly they will not even deny it. It doesn't matter how high up you go, no one will help or work with you. I was on a phone call (mostly hold) for over an hour. After doing everything that was asked of us they refused to release payment. Their customer still doesn't have her car over a week after making the deal. She will owe her first payment on the 9th of the month and interest is accruing and they don't care.
Hi, thanks for reaching out to us here. We're sorry to read of your disappointment with our service. This is not the kind of impression we want to leave and would like to apologize for the unpleasant experience. We'd like to learn more about what happened to see how we can make things right. If you can please message us at [email protected] with your account name and phone number, we'd like to offer our assistance. You may also contact us through chat via Online Banking or Mobile app.
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Randolph-Brooks Federal Credit Union
Michael Whelan @whelan512
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1 Star Rating
RBFCU does not do simple interest loans. They will tell you you can pay off early, and make extra payments but.....extra payments DO NOT go to principal. In my case, they screwed me out of over $252 dollars in only 6 months by NOT applying all the extra payments money to principal.
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Product: Randolph-Brooks Federal Credit Union Personal Loans
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Randolph-Brooks Federal Credit Union @RBFCU
Hi Michael, thanks for reaching out. We understand you have some concerns regarding your extra loan payments. So we can take a look at your account and provide the best assistance for this situation, please send a message to [email protected] with your account name and phone number. You can also reach us by calling 210-945-3300 or by chat via Online Banking and our Mobile app.
Randolph-Brooks Federal Credit Union Q&A(31 questions)
Get answers to your questions about Randolph-Brooks Federal Credit Union below. Editorial and user-generated content is not provided, reviewed or endorsed by any company. Please keep in mind that it is not a financial institution’s responsibility to ensure all posts and questions are answered.
It should be easy to link your RBFCU credit card to PayPal. PayPal's website says that all major credit cards are accepted. That said, there are a few reasons why you could be having problems linking your card. For example, your credit card might have been cancelled by your issuer. Or if you used the card with another PayPal account (or a closed account), you can't use it with another PayPal account. You should call PayPal's customer service number at 1-888-221-1161. If they say it's an issue with RBFCU, call the RBFCU customer service line at 1-800-580-3300.
Hello, if you would like verify enrollment in RBFCU's Overdraft Protection Program please visit rbfcu.org and update your preferences through Online Banking or RBFCU Mobile App, visit any branch, or call 210-945-3300 for assistance from our Member Service Representatives. Thank you.
For assistance with loan services, you can contact a Consumer Lending Representative at 210-945-3300 and press option 3 twice. If you're located in Austin, call 512-833-3300 and press option 3 twice.
Alternatively, you can contact one of our representatives by emailing [email protected] or through secure chat on our Mobile app and Online Banking platform. We're here to help you with your loan needs in any way we can.
There are over 4,000 ways to qualify and you can easily apply online at rbfcu.org/membership. You can open an savings account with a minimum of $1 and a checking account can be opened with a zero balance.