Randolph-Brooks Federal Credit Union is more than just a bank. We are 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, our team of dedicated professionals are here to help you achieve... show more
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Randolph-Brooks Federal Credit Union Reviews
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Randolph-Brooks Federal Credit Union
bluewave1950 @bluewave1950
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2 Star Rating
I was an RBFCU member with their credit card for over 10 years. I always paid my balance in full each month. I moved out of state last year where there are no branches, so I don't really use the card anymore. I hadn't opened mail from them because it is usually just advertising, but when I did, I discovered there had been a charge to my card that was attached to my Uber account. The initial charge was for around $24, and with late fees and interest, the total was now about $48. I called and explained what had happened and asked them to remove the late fee, given that I have been a customer for over 10 years and always paid on time. They refused to remove any fees, so after 45 minutes on the phone being transferred and put on hold, I paid the amount in full. The following month I got a new statement with an added late fee and interest. I called again and explained that I had paid the amount in full a couple of weeks ago, but they said it was made two days after the cutoff and refused to remove the fees. I would understand if I hadn't paid off the amount in full already, but this seems rather petty, RBFCU. My opinion of you has dropped significantly. What poor customer service! It seems you figure I'm out of state now, so I don't matter anymore.
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Product: Randolph-Brooks Federal Credit Union Credit Cards
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Randolph-Brooks Federal Credit Union @RBFCU
Thank you for your feedback. We understand your frustration, and we want to clarify that our fraud prevention measures are in place to protect all members and the integrity of their accounts. In some cases, this may result in temporary restrictions or additional verification steps, especially when transactions raise security flags.
While we understand this may be inconvenient, if you have questions about your account status or need assistance moving forward, we encourage you to contact our Member Services Center at 210-945-3300 for support. You can also email [email protected] at your convenience. Thank you.
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Randolph-Brooks Federal Credit Union
Richard Carmichael @rccranch
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1 Star Rating
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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
Thank you for sharing your experience. We understand your concerns regarding the wire transfer process and the subsequent account restrictions. Our fraud prevention protocols are designed to protect members and their assets, which can sometimes result in additional verification steps or temporary holds.
We recognize that this process can be frustrating, especially when it impacts your ability to manage your finances as usual. If you still need assistance or clarification regarding your account status, we encourage you to contact our Member Services Center at 210-945-3300 or [email protected] so we can address your concerns directly.
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Randolph-Brooks Federal Credit Union
Glen Young @Brgbldr
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1 Star Rating
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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
Thank you for sharing your experience, Glen. We’re sorry to hear about the frustration you encountered with our phone system and after-hours service. Your feedback is important, and we’d love the opportunity to make things right and invite you to contact us during business hours so we can assist you directly.
You can reach us at [email protected]. Thank you again for your feedback, it helps us grow and serve our members better.
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Randolph-Brooks Federal Credit Union
nonyur Buissnes @Justreacher
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2 Star Rating
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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
Thank you for being a loyal member for over 25 years. We truly value your long-standing relationship with us. We understand how frustrating it must have been to encounter changes with the coin counting service. Your feedback is incredibly important, and we’ll make sure it’s shared with the appropriate teams.
If there’s anything we can do to assist you further, please don’t hesitate to reach out to us at [email protected]. We’re here to help.
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Randolph-Brooks Federal Credit Union
LaTonya Stemley @latonyastemley
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1 Star Rating
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!
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
Thank you for sharing your concerns with us, LaTonya. We appreciate your many years of loyal membership, and are sorry to hear about the frustrations you've encountered. This isn't the experience we strive to provide. Regarding your concerns about fees and account security, please know that we take them seriously and are committed to restoring your trust in us. If you could please contact us at [email protected], we'd like the opportunity to work towards a resolution.
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Randolph-Brooks Federal Credit Union
Summer Massengill @lovelife7249
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1 Star Rating
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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
Hi Summer, thank you for sharing your experience with us. We're sorry to hear that the assistance you received was frustrating and inconvenient. Your feedback is important to us, and we regret not meeting your expectations. We value your loyalty, and are committed to properly addressing your concerns. If there's anything we can do to assist further, please reach out to us directly at [email protected]. Thank you for giving us the opportunity to improve our services for you.
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Glen Young @Brgbldr
@RBFCU it’s one thing to say you care, and another to actually do something about it and change. We are tied of lip service
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Randolph-Brooks Federal Credit Union
Kevin Davis @kevtraveler77
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1 Star Rating
When I pay my Randolph-Brooks Federal Credit Union credit card, I transfer the money from my checking account. Why does it take so long—days—for the money to show as having been taken out of my checking account? Why isn't it instant? It's not as if it's going to or coming from another bank.
Slow as a turtle.
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Product: Randolph-Brooks Federal Credit Union Credit Cards
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Randolph-Brooks Federal Credit Union @RBFCU
Hello, Kevin. Thank you for taking the time to share your feedback with us. We understand how frustrating it can be when payments don't process as quickly as expected. Typically this delay is due to standard payment processing times, which can vary depending on the situation. We truly value your input, and are continually working to improve our systems and processes. If you'd like, we'd be happy to review your account and provide more information the next time this occurs. Please don't hesitate to reach out to us directly at [email protected]. Thank you for your patience, and we appreciate the opportunity to serve you better.
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Randolph-Brooks Federal Credit Union
Heraskimmy @Heraskimmy
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1 Star Rating
Awful, the worst customer service ever. They do not care about their members. I was hospitalized 35 times in 18 months, had 7 surgeries, lost my house and business. While I was in the hospital, the credit union refused to accept payments from my son, daughter, husband, or best friend. My sister sent a check with a letter requesting the loan be brought current, including an additional payment for the fees. The check covered all of it. The credit union applied it to the principal only and left it in a negative status, then they repossessed the car.
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Product: Randolph-Brooks Federal Credit Union Car Loans
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Randolph-Brooks Federal Credit Union @RBFCU
Thank you for reaching out to us. We're sorry to hear that you had an unsatisfactory experience with our service during your time of need. We can't imagine the challenges you've faced and want to ensure that we can address your concerns as best as we can. Our goal is to always provide the best support for our members. We would like to investigate this matter further to gain a better understanding of what happened and see how we can make things right. If you could please contact us at [email protected], we would be happy to work towards a resolution. We appreciate you sharing your concerns with us and hope to hear from you soon.
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Randolph-Brooks Federal Credit Union
jason Franklin @j_van73
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1 Star Rating
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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
Hello, thank you for sharing your experience with us. We understand you're experiencing a frustrating situation with our Fraud department. The safety and security of our members' information is of utmost importance to us, and we'd like to investigate the hold on your account further. If you could please reach out to [email protected] with your account name and phone number, we'd be happy to resolve this to ensure a positive experience moving forward. We look forward to assisting you.
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Randolph-Brooks Federal Credit Union
tilloglobe @tilloglobe
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1 Star Rating
Absolutely horrible fraud department and service. My card keeps getting hacked, and it's difficult to speak to anyone promptly. The card was recently canceled, and I am waiting for a replacement, only to see more charges from Italy on a card that was canceled (I haven't been there in about a year). Randolph Brooks is aware of these complaints but refuses to change card vendors. I waited on two calls yesterday for over 20 minutes each, and the charge still has not been reversed. Horrible! Don't do it.
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Product: Randolph-Brooks Federal Credit Union Credit Cards
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Randolph-Brooks Federal Credit Union @RBFCU
Hi, we appreciate you bringing your concerns to our attention. We're sorry to hear that you're disappointed with our fraud processes. This isn't how we want our members to feel when receiving assistance and we'd be happy to look further into the matter. Please provide your account name and phone number to [email protected] so our team can investigate a resolution. Thank you for your membership and we hope to continue serving your financial needs.
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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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
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 nedrick @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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
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.
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Product: Randolph-Brooks Federal Credit Union Checking
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Randolph-Brooks Federal Credit Union @RBFCU
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.
Randolph-Brooks Federal Credit Union Q&A(32 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.
You can link your RBFCU credit card to PayPal either by logging in to your PayPal account, or from the PayPal app. Once your card is linked, you will be able to pay easily and securely anytime and from nearly anywhere.
How to Link Your RBFCU Credit Card to PayPal
Online:Sign in to your PayPal account, go to your Wallet, click “Link a debit or credit card” and follow the instructions.
In the app: Tap Wallet, then tap + beside “Banks and Cards”, and tap “Debit and Credit Cards”. After that, you can enter your card details, or simply scan your card.
Keep in mind that if your PayPal account is unverified, you are limited to four cards that you can link. Once you verify your account you will be able to link up to 24 cards.
Great question! Qualified members may be eligible for no payments for up to 60 days (no-payment option is for qualified members only, interest will accrue during the deferment period). To learn more if you qualify, please reach out to our Consumer Lending team at 210-945-3300, option 3, then option 3 again. Our team is ready to answer your questions, help with auto loan applications and more.
To check if your Randolph-Brooks Federal Credit Union account has overdraft protection, sign in to your online banking account at the website or mobile app, and navigate to the “Overdraft” page.
You can also contact Randolph-Brooks Federal Credit Union's customer service online, by phone at (210) 945-3300, or in-person at a branch.
You can check the best checking accounts available to ensure that whatever decision you go for really fits your goals.
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.
The membership requirements at Randolph-Brooks Federal Credit Union include geographic location, employment, military affiliation, organizational affiliation, or family ties. Here's a clear breakdown of the requirements:
Geographic Location: You are eligible if you live, work, worship, or attend school in Atascosa, Bandera, Bastrop, Bexar, Blanco, Burnet, Caldwell, Collin, Comal, Dallas, Denton, Ellis, Fannin, Gillespie, Gonzales, Grayson, Guadalupe, Hays, Henderson, Hunt, Johnson, Kaufman, Kendall, Kerr, Lamar, Lee, Limestone, Llano, McLennan, Medina, Navarro, Parker, Rockwall, Tarrant, Travis,...
Please reach out to us at 210-945-3300 or email [email protected] for assistance about statements.
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