RBFCU Arvostelua 

This bank is not secure. My debit card has been hacked twice two of my sons have also been hacked and the bank does not refund your money. They say they will fill out a report and review the situation and see if it's eligible for a refund when they know for a fact it's not your transaction. They have never returned any of our money on the fraudulent charges. This bank is fraudulent themselves they are a scam and they are bleeding people for money. For all I know they're involved in the debit card hacks because it seems to be very easy to hack RBFCU cards. For your own personal safety and financial well-being leave this Bank.

HORRIBLE. Stay away from this bank. I’ve been a member for over 10 years and this bank used to be good. Now they pray on customers with fees and their customer service has gone to crap. I had fraud on my account and called and opened a new account. They wouldn’t close the old account because of a waiting period. After the conversation I was led to believe I did not need to do anything else and that my card had been cancelled and courtesy pay turned off. I could call and cancel my account at a letter date. I noticed on April 5 that I had been charged NSF fees in that account for something that tried to go through. I messaged them several times. They did say I had to call them to discuss the charges. In the past they would accept customer messages. It is hard to call them because the calls are SO long and I have a life…. all of the sudden several other charges were going through and being “retried” leading to almost $300 in charges. I called and spend almost 2 hours on the phone and they refused to give me my money back. I was given false information and they basically stole money from me. I will be switching banks.

I have been with RBFCU for 10 years and this is the last one. I have their cash-back MasterCard, which they rolled out the new version of it called the World Card. It will NOT show my payments in the available balance and it won't show a rolling balance, so there's no way to know if your total is correct (which is alarming since their "available balance" is incorrect). Plus, the old card used to let you dump your cash back into your checking. This new version ONLY lets you put it on their card (as in the card that won't show you if it really applied the payment to the balance or not). I used their chat last Saturday about this problem and was told a supervisor would contact me Monday. Nope, didn't happen. I contact chat again on Monday and on Tuesday. A supervisor finally emailed me on Tuesday. I replied with further concerns and have not heard back from her since. It's Saturday. I spend over $100 grand yearly on that card, but no more . . . as I will be leaving.

Terrible customer experience. They don’t look out for their customers and are extremely rude when customers seek help. I talked to Marshall on the phone who said he was a supervisor. He just brushed off my concerns and kept reiterating that my issue is just my problem. I’ve been with other banks who are willing to help customers but not RBFCU. They prefer to just be rude and say things like “that’s on you.” The customer support team on the phone is extremely rude and unprofessional. I had an issue where I had an overdraft fee. I wasn't notified about this until the next day when I received an email. So I took quick action and added the funds to my account. I was only short $8 and so I called to ask if the fee could be waived as I hadn't had this happen before. The RBFCU website states that the fee can be reversed at their discretion which is why I called. The first person I talked to, Paul, said he would check with a supervisor as they have the final say on this. That's when I was connected to Marshal who was very condescending and rude. Wouldn't really look into this matter. He just kept pointing out that this was my fault and that's why he wasn't going to do anything about it. I asked him if he could take my situation into account as the website states that they could reverse it but he said "point in case" he couldn't because of my user error. Which I understand but his time was very condescending and unprofessional. Again the worst experience I have ever had with a bank who was so unwilling to listen and help their customer. Instead they prefer to make us feel worse. It's like a previous rep I talked to on the phone told me "well we don't work like other banks!" Those we're her exact words.

I have had a signature loan with RBFCU for a few years and up until this month I’ve always received great customer service. I submitted a payment 7 days prior to the payment being due. On day 8 it would be considered late. The day after I submitted the payment I called customer service again because I didn’t see it debit my account, they confirmed it was processing. I received a call today saying that they don’t see a payment in process and it is on the verge of being late. After about 30 minutes they finally found my payment. At this point RBFCU proceeds to tell me there is nothing they can do and if it post after the due date it will be considered late. I have worked in banking for more than 15 years and this is not the way this situation should be handled. I am really disappointed.

I should have followed the advice here. Opened account and closed next day. I'm not going to go in detail here. One word to describe the North Austin location. SUCKS

Reply
You have my phone numbers or give me a direct line to talk.

Lo peor en customer service nada más para activar la tarjeta te tardas horas como si estuviera comprando una casa el servicio en espanol pésimo 😡

This is my second review on Randolph Brooks Federal Credit Union regarding the same issue/concern. In December they changed credit card companies that was raising the interest rates on their members and you had the choice to accept or deny the increase which results in closing your card and of course we still keep the low rate until we pay off the card. Because of the change in credit card company RFCU took our access to credit card account online and we no longer have access to our balance and in the last 3 months I have received a credit card statement, I have received an email that informs me that my credit statement is ready for review if I click on the link and of course it takes me back to my original complaint as it goes to RFCU site and again NO access to the credit card account, no access to my balance or statement that has not been mailed to in 3 months. I have to call 888-999-4355 to make a payment, as customers are blind to what they owe and what interest has been charged etc. Why does a large banking institution go back 10 years where their customers do not have access to their credit accounts, I do not need access to charge anything as I choose to close my credit card account so that the higher interest rate is not applied as of January 2023. No access to my statement, account or any information on where my money is going. This bank called me in January and assured me that they would reinstate the online service and they did for 1 month and the payment I thought I made was never posted and of course the online access disappeared again. What do they have to hide with their new credit card company. I am sure I am not the only customer who choose to close account to avoid higher interest, my old credit that I had is no longer the reference number when I make a payment by phone, I have to give my social security number because the old credit card number is not void because of a new credit card company that RFCU has accounts with now. NOT good business, and NOT a good way to treat good customers who have always made their payments on time, has excellent credit and never ever late on a payment, but with this new arrangement they have is making more difficult for a valued customer to pay their credit card debt.

Terrible customer service! No dept talks to each other. We were hacked. Supposedly it was resolved by credit dept but credit card dept charging us for a credit card that was deleted

We had to leave NFCU. USAA was ok for a while but then it got bad. We switched to RBFCU hoping for the best but it's the same. Do not bank here.

Horrible customer service. Been with RBFCU for ten years but I am moving my accounts to another credit union because RBFCU is no longer the great financial institution it used to be,

I have not been able to use the "Transfer Money" feature. I get all the way to entering the one-time code they send then ...nothing. It isn't working for me.
Since Wednesday, today is Saturday, I have called for help everyday. No response. Even this morning I call and wait for a representative and the call is disconnected. Also used their email for customer service on Thursday. Finally get a reply to my email. They wrote back "We apologize however we are unable to review or discuss account specific information via this avenue of communication because it is not secure.". At your convenience please call us.
Still shaking my head at that.

**Read RBFCU reply, below.**

I've been a RBFCU member since 1985 and I've never been so poorly treated by a bank or CU until just now. May as well use a money center bank where I expect to be treated like a number. They won't verify my wife as a co account holder without making her jump through all kinds of hoops. They ask her a question she doesn't know the answer to, I tell her the answer and then they say they can't accept that.

The change to a new credit card without much notification and rationale is ridiculous. I have a number of online accounts that I will now have to go into and change. Why did you have to change my card number????? There was over a year and a half left not the old card.

Something has changed at RBFCU and it's not for the good!!!

RBFCU has the worst credit cards in the business. It is a running joke here in South-Central Texas.

Now they are changing but after this debacle so am I.

Going to a local bank rather than a ‘Too Big To Care’ CU.

Update: The RBFCU response is the typical canned BS one would expect from a ‘big company’. If they bothered to check the transcripts of the communication they would not suggest that as the remedy! 🤡 🌎

I deposited a $10,000 check online, 02/04/23 where I have a $10,000 limit on deposits. I then received an email stating that $4400 of that amount would have "delayed availability" and would be available on 02/14/23. After calling customer service for an explanation for the hold I was told that this was the new procedure, without any explanation for the reasoning behind it. I have deposited checks in the past with no issues. I was told they would review the deposit and I could possibly have MY funds credited by the end of the day. Also going forward, any large deposits will be held and I would have to go through the same process of calling customer service,sitting on hold, and maybe getting my deposit credited sooner than 10 days from date of deposit. If this policy does not change I will be looking for another bank soon.

RBFCU has been becoming worse and worse over the years. They stopped accepting change unless you use a third party service with a fee (5%). When attempting to utilize the point system on their credit card, they chose the least convenient option. Every other rewards card I use allows you to just cash out all of your points. RBFCU uses an online market that forces you to slog through a terribly designed interface to add multiple values of your cashback ($5, $10, $20 at a time) to a cart and then checkout. Don't have the full $5? Tough luck, you can't cash those points out. They released personal financial information to a third party without my consent during a recent mortgage transaction with them. Just today, I attempted to make a payment to the mortgage I hold with them, and their system applied it to my credit card instead of the loan, and they informed me that there's nothing they can do about it until the credit card company processes the payment. They can't stop a payment that they made incorrectly just a couple of minutes before they were contacted. Additionally, they can't set up anything to deal with it automatically; I'll have to call back tomorrow to get them to correct it. When asking if there was a complaint form I could fill out, I was told their WAS, but nobody knew where it was, and I'd have to call in to fill one out. After calling in and finally getting ahold of a human, they were completely impossible to understand. The level of frustrations in dealing with this credit union have become tremendous for even the most basic transactions.

I was removed from my joint account with my husband without permission. They didn’t close the account, just removed me and gave him all the money. Be careful with a bank that thinks they can decide how to disperse your money.

Had over 50 fraudulent charges on my debit card AFTER reporting it lost/stolen. Never received a new card yet charges were being made on the new one. Not only was a criminal going ham on in-store purchase IN MY NEIGHBORHOOD they were making withdrawals AND deposits as well as trying to cash checks in ATM's. RBFCU NEVER contacted me regarding the situation as I did not know until checking my online bank statement. They literally allowed this nonsense to happen and now I'm locked out of my account, my bank account has been drained and RBFCU can't even assist me with anything. I'm flabbergasted and peeved off so much at the lack of empathy and competency from a bank. From in-store to over the phone I cannot get a straight answer from anybody. All of my direct deposits are going into a negative hole and I'm the one being screwed for the bank not securing my funds.

My wife and I got a home loan through RBFCU. Not only was the rate 0.787 (2.875 rate locked in February, 2022) better than the builder preferred lender (30 day rate lock only) ,RBFCU extended their 60 day rate lock all the way through closing for no extra charge (October, 2022). The builder set up Closing initially for April and then without warning delayed it indefinitely. RBFCU saved us tens of thousands of dollars. Nobody else gives an 8 month rate lock. We would have been stuck with a 7+% loan or lost the house (took 21 months to build) completely, if we used the preferred lender.

If I could write a -0 review I would! They pay bills when they want to - charge you the $24 and claim their bill pay is “optional” despite us having the overdraft funds! I recently complained they weren’t informing us quickly enough/timely enough to allow us to move funds to cover checks - but they were charging me - of course after the fact - and interestingly they now text me with enough time to correct overdrafts - which before left me penalized. Of course they said they weren’t able to fix that fee - because they’re liars and bc they won’t, not bc they can’t. Today, they claimed my acct was nearly $700 overdraft but they didn’t show what the $500 was. The person finally told
Me the situation- a $500 check came I. But instead of showing the check and paying it - cuz that’s what overdraft is about !! - they are just dirt these people! The check is covered but I don’t know if they will pay it. They are the absolute worst!