Randolph-Brooks Federal Credit Union

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.

RBFCU is not the place to have your bank account if you have any transactions that involve a foreign currency. The tellers are not informed on how to handle it. You have to ask for updates and receive nothing but “it’s with Western Union, we don’t know how long it will take.” Deposit services doesn’t know either. I am still waiting for a call from a Managing Director. Three months later and the check still has not been deposited into my account. In a global economy how is it possible that RBFCU does not have a more transparent, efficient and timely depositing system. No wonder 2-3 stars is their average review.

I have been with RBFCU and their credit card vendor is horrible. Waited over 20 minutes to talk with rep only to be transferred to a vendor who is horrible. They tried place a fraud charge back on to my account. Had to call my attorney to stop this. Member services is so bad now and this CU used to be so good. The increased my rate on my CC last year and cancelled my card and won't answer if they increased my rate or not. Looks like they did again. May be time to move to a more local CU. This has become a big bank

Let me just say that I have been banking with RBFCU for years now. Never had a problem with them till today. I was charged a insufficient fee. Mind you i always have money in all my accounts. They could of notified me to transfer some. But no, lets take money out of his account and let him be late with his payment. after talking to a supervisor, she tells me that she tells me they will reverse the fee. Then turns around and tells me no. What kind of business tells you they will do something for you and then says nevermind i lied??? Before some RBFCU employee comes at me about lying, i have the chat transcripts as proof.

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.

I opened an account with RBFC and was happy to begin with. After running into an issue with two diabetic kids and becoming a financial struggle I had to OD my account. I asked to waive the fees as a courtesy but was denied even after explaining my situation. Since then I have struggled not to OD my account because I need every check just to keep up with bills and medications for my kids. This has been an ongoing situation every payday and I just keep paying fees due to the first request being denied. I may have to just close my account and get my checks routed elsewhere due to this issue, just seems like I can't catch up because of all the OD fees now and the customer service is horrible. I work for a bank in customer service and this is not the way to treat customers in a financial bind.

RBFCU does not offer person-to-person payment platforms like Zelle or Venmo. Very inconvenient with significant delay to move my money using their antiquated transfer options. Time for RBFCU to embrace banking in the 21st century.

I opened an account online with $10...they froze my account and won't even let me close the damn thing until I speak to the Fraud division...which is impossible to get ahold of. I have been waiting for nearly six hours...still no return call. Keep the $10...won't be going back to get it. SOOOO glad I didn't have my paycheck go into that bank...I would be setting here without being able to access my $$...horrible customer service...just horrible! The FRAUD Department is too busy to actually talk to you...so they will just hold your cash hostage...till they have time!

Been with RBFCU over 10 years. The worst now. And during these times they aren’t understanding at all. Have been making on time payments, fell behind because I got laid off and had one missed payment , they reported me to the credit bureau and my score went down 96 points. This has caused me so many problems and I can’t wait until my loan is paid off which I only have 1k left on.a joke

So I was going to Hawaii for work. I don’t know the place or people. As the time is getting closer for me to go. I rented a apartment and signed a lease everything seem to be legit. Then I said let me send my boss to pick up the key the place was fake. This person got my information and took my money. I have been calling and reaching out to Randa Brooks and they have not done anything about getting me my money back or have called me with the status on this. It was a wire transfer and I am protected and they haven’t done anything to get me a resolution. My husband passed away last year so I really needed the money so I thought relocating with all that extra bonus that I get I could really get back on my feet and this happened to me. You would think that I would have a back to back me up since I’ve been with them for about 15 years. No phone call no anything I am asking Randolph brooks what are you gonna do that part is to help me out