Randolph-Brooks Federal Credit Union

Complaint: ***
I am rejecting this response because:
I had to do all the work to fixed the issue the bank cause so the matter is closed but I don't accept any response for RFBCU about this issue
Regards,
*** ***

Hi *** ***, Attached you will find the letter that was sent to you previouslyI apologize for the issues with the deliveryAs *** *** may have explained, I have UPS record of the delivery as early as 11/6/at 10:am and for some reason not explained, the letter made an additional trip back to San Antonio and then back to Springfield until 11/I apologies for not receiving the letter in the timely manner it should have been Please let me know if you have any questionsYou may contact myself or *** ***Thank you *** *** *** *** *** *** Randolph-Brooks Federal Credit Union ###-###-#### Ext.***

A credit report is obtained during the online mortgage application process. This happens after theapplicants complete the page requiring their names, social security numbers, dates of birth and marital status. This page also has a check box that must be clicked authorizing us to obtain their credit reportAfter the “Next”button is clicked, credit is obtained so that when the applicants reach the “Liabilities” page, amounts owed will be pre-populated.Our records show where the individuals started an online mortgage application on January 27, andthen paused They returned to the online application on January 29, and completed enough of the application to facilitate a credit report query. They abandoned the application when they reached the “Liabilities” page. Attached is an actual screenshot from the page of the online application where authorization was giving toobtain the credit report.Thank you

Complaint: [redacted]
I am rejecting this response because:You SHOULD have declined the transaction.  I'd have actually preferred that in this case.  Since it wasn't authorized by me, it would have saved me a lot of trouble since I didn't elect to receive those services from the vendor (which they took care of immediately unlike RBFCU), which caused the transaction that you're cherry-picking to be slightly over the amount paid.  You don't seem to follow that it was the unauthorized [redacted] transactions to [redacted] that caused the entire issue.  They weren't requested or authorized by me as I'd canceled renewal for those services, but you are attempting to overlook those and use my car payment, which would have never been an issue had my bank declined the prior two unauthorized transactions.If you continue to refuse this, I'll have to continue on with complaints to the Federal Reserve in Dallas, FDIC, and ABA.
Regards,
[redacted]

We apologize for the issue with the creditcard advance. There was a system issue that not only affected this member but others as well. The manual postings were completed as soon as possible.The member processed the creditcard cash advance for $600 and the transaction was approved. Due to the...

system issue, the funds were not debited from the sending institution immediately. The funds should have been allocated as payment to RBFCU as of September 1. If the member did not allocate these funds for RBFCU and wrote checks for these funds on a later date, he accrued returned check fees from the other institution. The creditcard advance was then processed on September 29 after the proper research was conducted. On October 15, the member visited a branch to dispute two $29 fees accrued from the other financial institution due to returned checks on the funds in his account. Due to the time it took RBFCU to collect the funds, the refund was processed.   At this time, the loan payment will not be deferred. The member does qualify for Skip-A-Pay in which he can choose to skip the November or December payment without penalty. This can be done by logging into his account via NetBranch Online and select Skip-A-Pay from the loan drop down menu. He can also call the member service center or visit the local branch. No additional fees were assessed to the loan or the account.  Negative credit information was not reported due to this issue.

Dear Member:It is my understanding that we were able to come up with a resolution that was satisfactory to you.   If you need further assistance please let us know. Thank you.RBFCU

Thank you for allowing us the opportunity to respond to this complaint.  The research on this account/situation was completed and here are the findings:1.  The first $24 fee was charged for a Paypal charge of $79.96 (the available balance was only -69.81)2.  The second fee was...

charged for a Capital One charge of $50.00 (the available balance was only -45.81)The $84.60 charge was a point of sale transaction, but we only see it coming through one time and it did not receive a $24 charge.  We apologize for any confusion, but the fees were charged appropriately because the adequate funds for those two transactions were not available.  It is possible that once our member receives his July statement in a few weeks that it will be easier to see why the fees were charged. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please contact USAA with regards to the valuation and their payment for the claimed "hail damage" amount of ~$765.00.  
Regards,
[redacted]

Dear Member:In response to the additional issues you mentioned in your subsequent response to the Revdex.com.The reason you received a check back after the refinance of your vehicles is because the amount we sent to pay-off the vehicles was received by your other institutions in a timely fashion and the full 15 day pay-off was not required.  Therefore, any extra funds is refunded back to you.  The pay-off was obtained from your other institutions for 15 days to allow plenty of time for the final payment to be received and processed.  The 15 day pay-off figure may only actually need 10 days to be processed because of the variables - how long will it take to get to the other institution (mail delivery time) and how quickly it will be processed it once received.   It is very common to allow a 15 day pay-off with the understanding that any overpayment be returned to you - which it was.   The second part of your question was in regards to your payment to The City of Schertz.   In January you authorized $89.59 on 1/20 to be paid on 1/24 - the holding of funds is for three day and normally the receiving merchant processes the payment within that three day window.   Since you allowed four days between the authorization to the actual pay-out, the amount drops off on the third day and this amount would appear once again in your available balance.  The very next day (the 24th) the City of Schertz actually collected their payment.   So, this may appear odd to you but it is exactly what is supposed to happen.   It appears that you authorize these payments with an actual date to be paid in within three to four days. That is fine, but just be aware the hold will drop off in three days.   So, if you set it up more than three days in advance you will see the hold amount drop off and the amount go back into your available balance only to have the amount debit on date set by you.   Our system is set up to process payments exactly as it is doing.   We pay items in the order received throughout the day and this process is consistent every day.  This is the way we disclose in our membership agreement and we follow it precisely.  The only time it deviates from this process is when funds are not available in the member's account and then we are required to use courtesy pay or to return it unpaid.Thank you for allowing us to respond to your concerns.

Dear Member: We received your inquiry through the Revdex.com regarding the two recent hard pulls appearing on your credit report - for both a new account and a consumer loan request.   Yes, a credit report review is part of the process when you request a new account...

and/or a loan. In both cases, you cannot proceed with the online process without agreeing to the hard pull. You must check a box acknowledging your awareness of this step (see example below) If you elect to not check the box then you cannot proceed with the application. The statement below must be checked before proceeding with your new account or loan request: Note:  We have recently (effective March 17th, 2017)  made the business decision to no longer require a credit report for the online account   opening process.   As a courtesy and exception, we are changing the hard pull to a soft pull as the soft pull should not affect your credit rating.    Thank you for allowing us to respond to your concerns.

RBFCU understands an occasional oversight on finances can result in fee charges. Fees can be refunded as a courtesy to the member as an exception and at our discretion. These exceptions do not admit fault on behalf of the credit union. Merchant errors also result in fees assessed to the member. Fees were previously reversed to the account due to a merchant error (Microsoft). This was not previously explained to the member and we apologize for that. The merchant did correct the additional debit to the account but RBFCU refunded the fees due to it being out of the member’s control. The member will be contacted within the next 2 business days for information regarding reconciling his account. The member’s complaint was addressed previously in the response sent on October 28, 2015. The  request for the refund of fees remains denied.

All calls have been reviewed. Mrs. [redacted]s extension was provided on numberous occassions. In addition, her direct number was provided in letters that were sent to the member on 8/24/2015 and 10/2/2015.We did find that in one of the calls, the representative did not provide Mrs. [redacted]s extension nor did he ask how he could assist the member. This coaching opportunity has been addressed with his immediate supervisor.

Dear Member:We are responding to the Revdex.com complaint regarding fees charged to your account.    Upon thoroughly researching your account we discovered the following:1.     The account was negative $-217.05 on March 1st so any checks or debits trying to...

clear the account will not have sufficient funds to clear and will be charged a $24 fee.  2.     Checks #[redacted], [redacted] and [redacted] were received for payment on March 3rd, since funds were not available they were each charged a $24 fee 3.     The Deposit was scheduled for payment on 3/4, but we can see that it is coming in a day or two prior to its actual arrival.  We show this as pending, but do not actually        receive the funds until the date set by the sender (your employee, etc.)4.      Items that show as pending or scheduled are not actually reflected in your available balance, but are posted to make you aware of deposits coming in or ACH debits          scheduled for payment.              The research shows that all fees were charged correctly and in accordance with our Membership Agreement.

RBFCU has contacted the complainant to discuss the matter. Due to elements of the check, the complainant has been directed to follow steps with the maker of the check and the paying institution. Once proper documents are obtained, RBFCU will follow procedures to refund the funds back to...

him. RBFCU will continue to work with the complainant while the matter is resolved.

Dear Member: We reviewed your account based on the facts provided to us in your complaint.  Unfortunately none of the amounts or dates you provided appeared on your account.  Is it possible that the amounts in question were different?     The closest we can come up with is...

a $682.40 withdrawal/debit on November 21st from a company who regularly debits your account.  Is this the transaction you are referring to?  If so, your account shows at least two debits from this same company each month.  Without a stop payment placed on this item we would have assumed you wanted it paid like the others from this company.      After a careful review, we find that all fees charged were correct.  We apologize for the financial difficulties you are experiencing and wish you only the best.

One of our loan representatives spoke with our member twice yesterday about this situationand the progress that was made in obtaining the necessary paperwork.  Is it possible thatthe latest comments were sent prior to these conversations?  We hope to have a solution very soon.

RBFCU has reached out to the member. We will be sending the member account information via email, per the members request. The email will address the members concernabout multiple items processing, fees assessed and the available balance at time of processing.

Dear Member:  RBFCU is required by Federal Regulation to disclose  our method on how we pay items and then to strictly adhere to this method.   We disclose this several times in our Membership Handbook so it is easy reference for our members.   We pay items in the...

order in which we receive them throughout the day.   We follow this process every day and for every member/item.   In your situation, the two checks you mentioned in your complaint actually came in to be paid on 12/30 and you did not have adequate funds to pay these items.  Rather than return them "unpaid" which would result in additional fees on the other end, we held them until 1/3/17 when you had a payroll coming in.  This is done to try to assist you in the payment of the two checks, but it does incur a $24 per item.   You stated that the fee was $34, but it is actually $24 (one of the lowest compared to the other financial institutions in the area).  We do not manipulate the method in which we pay items, but pay each item in the order in which we receive them.  Some institutions pay the largest items first and some pay the smallest items first - we feel that paying them in the order received is the most fair to our members.   To totally avoid paying fees please ensure that you have adequate funds in your account prior to writing checks or using your debit card.  You may also want to consider using our totally free overdraft protection options.  Leaving a balance in your savings provides us an avenue to transfer the funds necessary to cover any oversights - this is a free service.  We also offer a Line Of Credit (LOC) which we will transfer from if necessary.  There is no fee to transfer from a LOC, but interest does start accruing on any balance you carry in your LOC.  You must apply for and qualify for a line of credit.Thank you for giving us the opportunity to respond to your complaint and I trust you will see that our method of paying items is member friendly.

Dear Member, Thank you for allowing us to address your concerns regarding Courtesy Pay fees charged to your business checking account.  I understand from your complaint that you had attempted to make deposits through our edeposit service but because they were rejected, you didn’t have funds...

available to cover the items that incurred a fee. After researching your account, we did not see any edeposit attempts or rejections to the business account that was assessed fees. We show that between 7/13/17 to 7/20/17, you had 9 checks and 6 ACH Withdrawals presented to your account but did not have funds available to pay.   Because you previously elected to opt in to RBFCU’s Courtesy Pay service, the above transactions were paid using Courtesy Pay.  Unfortunately, we do not refund fees assessed on the account if the fees are legitimately charged because funds were not available.  I do show on 7/15, you attempted to deposit a check into your personal checking account, but this was rejected because the check was made payable to a business name and cannot be deposited to personal accounts.  Please let me know if we can be of further assistance.  Thank you.

Based on account information, the member did not have sufficient funds in the checking account when 2 items attempted to present for collection on June 4, 2015 and June 5, 2015. The items were paid and fees were assessed. There were no other funds available in the savings account to apply for...

overdraft protection. In order to not be charged a fee, there must be sufficient funds available in the checking account at the time the transaction occurs. If sufficient funds are not available, RBFCU will attempt to transfer available funds from the designated overdraft protection account. If no funds are available in the designated account, a fee will be charged for each transaction. Because our member is in good standing and has not previously accrued any fees, RBFCU will refund one $24 fee to the account as a onetime exception. Further fees will not be returned. For additional questions or concerns, the member may call our Member Service Center at ###-###-#### and speak to a representative.