Randolph-Brooks Federal Credit Union Checking Accounts

I tried to wire money to Coinbase - a company I have done business with for over 4 years. I wanted to buy Trump bonds/coins. My money transfers were denied by RBFCU. When I called customer service, they knew nothing. I finally contacted the Fraud Department. I spoke for 20 minutes, answering questions before my wire was approved, only to find out it was denied by the Fraud Department that was above the first one. I contacted that Fraud Department to be told all wires from me were blocked. I asked if I wanted to send a wire to my church, would that be blocked - yes. How about my debit/credit cards? All blocked. If I wanted to make transactions, I would have to go to a branch in person and have the teller make the transaction.

When I said I had been a member since 1964 but would close my accounts, the Fraud agent said fine, take your money and go. I got upset, and the Fraud Agent backed off his earlier statements concerning the use of my cards. Since all my deposits and bill pay are at RBFCU, I could not close my accounts immediately. In the meantime, all my online banking was locked. I was told the lock was for 10 days while my account was investigated - for trying to withdraw their money. In the meantime, I had to do all my banking by going into a branch. After 10 days, I was never contacted to be told that my accounts were unfrozen. Yesterday, I tried to access my online banking; it is still locked. When I called, I was told that an investigation was initiated on September 29 because of a wire attempt. I said that the investigation was supposed to END on September 29. I asked what wire? The agent didn't know the wire or the date it was tried but said my accounts were locked.

Zero after-hours service and phone system is worthless. It doesn't recognize entries and hangs up on you. Skip the headaches and go to a bank that cares.

I have been a member for over 25 years. I collect my change every day in a large container. When I would get it full, I would take it in and pour it in their counting machine and it would deposit the money in my account. This time they said they nolonger own the machine and I would have to pay 5% to use it.
I took the coins home, stopped at an office supply store and purchase coin rollers, and spent time separating and rolling the coins.
When I returned to Randolph Brooks Federal Credit Union, I was rudely told that they do not except rolled coins. The only way i could deposit my $200.00+ coins was to open the rollers and pay their co-conspiriter 5%.
Fortunately, a sweet lady at HEB in Lavernia excepted my rolled coins and gave me paper money. May the Lord bless her and her house.

I am so disappointed with RBFCU. I was a Texas resident who moved from Texas to another state that does not have RBFCU but decided to keep my account out of loyalty. Having said that, RBFCU has incorporated a "Courtesy Pay Fee" that charges $24 per transaction. In previous years, this has not been the issue. They have been able to take the money from my savings and cover transactions in the checking. Now, it seems as if they are charging $24 to do it for each individual transaction. They've accumulated $168 in these fees, some of which are multiple $24 in the same day. Every day there are new fees even if I am not using the card. When called about it, they said "we can only waive 2 of the fees." On top of that complaint, someone keeps hacking into my credit card account and charging that card. It's all boiling down to the fact that I can no longer trust this bank with their fees for doing business and they can't protect me from fraud with my account. It's terrible that both of my complaints feel the same—fraudulent! I asked them to shut down all of my accounts and was still given a reason why they couldn't. I can't wait to zero out and shut it down. Of course, there's no customer retention among customer service representatives; it's not their business. I do not recommend this Credit Union. There has got to be a better way of doing business. So much for loyalty!

I've banked with RBFCU for several years and customer service used to be great. They cared and answered your questions politely. Now, every representative I talk to has an attitude as if I shouldn't ask a question about my account. Today, the bank cards don't work because of an outage with Mastercard. I go to the store to make a purchase and end up looking like a sitting duck because I can't use my card. Not one notice, email, text, or anything to the customers from the bank about a Mastercard outage. I contact customer service asking what's wrong with my card, and the representative has an attitude. Why? I simply would like an answer as to why I can't access my money, and I get an answer backed with a sarcastic attitude. I'd like to know—since when did customer service have to turn to trash? Being helpful and pleasant is just a great way to keep the day going on the right path. It's a win-win for everyone! RBFCU needs to do better as far as customer service and notifications to their customers.

The fraud department is way out of line. I opened a personal checking account and deposited my payroll check into it. I then transferred money from my account to mine and my wife's joint account at RBFCU. The fraud department flagged it as suspicion of fraud. They froze my account and our joint account. We called the fraud department, and they said it would take 7 days before the check would clear. We went to the branch in Bulverde, and the branch manager was able to get our joint account open and the funds available for what I transferred. And we thought my personal account was cleared too. I tried to use my personal account, and it is still frozen. I have been fighting with them for 4 days now over this.

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.

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.

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.

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.