Randolph-Brooks Federal Credit Union

Dear Member:  We reviewed our records again based on your latest comments to ensure we hadn't overlooked something.   The records regarding this case are very clear and every communication with you is documented (phone calls, letters, etc.).    We apologize, but we do not show any agreement between you and any of our Representatives regarding the acceptance of less than the 50% of the payoff which was discussed with you.  Your offer to pay approximately 25% of the payoff would not have been an agreement we would have accepted.   We are sorry this did not work out as you would have liked it to, but the credit union acted only after you failed to make payments.   All default remedies are specified in your Truth-In-Lending Disclosure and Loan & Security Agreement.  Furthermore, we were in constant contact with you throughout the entire process to assure you were aware of all actions being taken. Based on the facts in this case, we will consider this matter closed.  We wish you only the best.

Dear Member, We have reviewed your account regarding the Revdex.com complaint you submitted.  Your concern is that a merchant has cleared your account for a transaction you were not aware of. Without a stop payment being placed on the transaction, we are obligated to pay the item as it is...

presented.  Unless we are notified, we assume the transaction is authorized by you.  In this case, you didn’t have the funds available for the item to clear your account, but because you have opted into the Courtesy Pay service, the item was paid and you were assessed a $24 nonrefundable fee.  If the merchant charged you in error, you would need to contact them to have the charge returned as well as the fee that was assessed with their error. If you would like additional information, please contact us.Thank you.

We are sorry that you did not find our previous response satisfactory. You charged approximately $25,000 in MasterCard charges soon after receiving the cards and then proceeded to claim fraud on almost all of those charges.  We determined the charges were made by you and are therefore legitimate.  We take fraud claims very seriously.  You are understandably concerned about the high payments.  The payments are high because you are behind.  The payments you failed to make do not go away; they continue to be added to the next payment until you catch up.  Once you catch up on all past due payments then your payment will drop back to a normal amount (payment due).  The late fees are legitimate charges because you are delinquent on your payments; we did waive three fees as a courtesy, but cannot waive any additional fees since you continue to remain behind on both payments.   The credit bureaus are showing  you are past due on both MasterCard payments because you are.   Once you begin making your payments on time this will be reflected on your credit report as current.  The credit bureaus show one card as being “closed by consumer” because you reported that card as Lost/stolen.  The other was “closed by Institution” as a result of our fraud research. We addressed in our previous response that your savings and checking accounts were never closed, these are still active.  It has been determined that you will remain blocked from NetBranch based on your past actions and your calls will continue to be routed a Manager.

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We did attempt to e-deposit but it didn't tell me it was rejected nor did I receive an email or notice that it was accepted or rejected. Also if this happened before and I didn't notice it must likely  we have been putting cash money in forms of checks in the thrash  thanks to a fraudulent app the do not give you notice if your deposit made it into the account that been say I will like a record of all the check the have been successful deposit into my count with the e-deposit (AKA fraud) also I really need the record of all e-deposit the have been rejected over the E-Deposit 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I, nor my mother submitted any mortgage applications or credit requests of any kind to your bank and we request that you remove the hard inquiries from all 3 credit reporting agencies immediately.  I will need a copy of any applications that my mother or I submitted to your bank.  An "individual" was not authorized to submit any credit requests to RBFCU on our behalf.  Remove the inquires that you have illegally obtained, immediately or provide copies of any applications or requests for credit that were submitted to your bank on our behalf.Please see picture of the letter we received from your bank, "in connection with [my] application for a home loan".  I HAVE NOT SUBMITTED ANY CREDIT REQUESTS OF ANY TYPE TO RBFCU  AND REQUEST COPIES OF THE REFERENCED HOME LOAN APPLICATION THAT WAS SUBMITTED TO RBFCU IN MY NAME ON 1/29/2015 BY AN INDIVIDUAL.  Regards,
[redacted]

It appears this matter was addressed the following day after the complaint was issued. Our member has received the refund to his account as of October 1, 2014.
We apologize for the issue this has caused. While it would be most beneficial for transactions to post as soon as possible, some...

tend to pend longer than others. Some merchants process their transactions in a manner that the funds are not debited up to 5-7 days after the consumer has authorized the transactions. Unfortunatley, this can become an issue for the member when reviewing an account for pending items. If available, we encourage our members to use their debit card as a PIN based transaction so that the transaction will post immediately. We understand not all merchants offer this and therefore some transactions take longer to post.
Should our member have any additional questions or concerns, he is encouraged to call our Member Service Center at ###-###-#### and speak to a representative. We value his memberhsip and that of all of our members.

The member has signed and agreed to a refinance agreement with the credit union. This agreement is binding and the amount owed is valid. RBFCU has explained to the member his obligation and his need to resolve his concerns with the dealership.  Due to the delinquent status of his loan, his...

account services will remain limited until satisfactory payment has been made. The member has been advised on his options to move forward.

Dear Member: The confusion may be that you are using your current balance when you make purchases, rather than the available balance which reflects what you actually have available to spend.  Your current balance is what you have in your account minus any/all debit card transactions we have authorized on your behalf, but have not posted to your account.   On July 29th, your current balance was $238.07 minus three transactions you charged that had not yet cleared your account:  Discount Tire $377.11, Jack in the Box $2.37 and Family Dollar $3.25.  This left your available balance negative ($144.66).      Review of your account activity indicates you are spending your direct deposit funds before the direct deposit funds are received into your account.  We receive notification from your employer a couple of days before your effective pay date, notifying us that you will be receiving this deposit.   However, the funds for that deposit are not received until the effective date of your payroll.  Payroll funds are available to you early on the effective date.   Check #[redacted] for $30 was presented for payment at the end of the business day (7/29) when you had a negative balance.  When an item is presented for payment, and we use Courtesy Pay to pay that item, you will be charged a fee.  Since funds were not available on July 29th the item wasn’t actually processed until the following business day of August 1st.    Overdraft protection is available only up to the amount you have in either your savings account or your Line-of-Credit, if $4.01 was all you had available then the system would transfer that amount.    We appreciate your long-term membership with us and want to assist you with understanding how your items are paid.  We have refunded fees for you on numerous occasions and our notes indicate the payment of items has been explained.    We assure you we do not charge fees on a whim, but have very strict regulatory guidelines we must follow.   Our Regulators make sure the process is fair and equal to all of our members.       We are always available to assist you with any questions you may have.

Due to the insufficient funds at the time the transaction attempted to post, the account incurred a Courtesy Pay fee for each transaction. Because the direct deposit was pending, the transactions attempted to clear the following day after the direct deposit posted to the account. This is done as a...

courtesy to the member so as not to return the item and then pay additional fees to the merchant for a returned transaction.
In the event there is not a pending direct deposit, the transaction would have been returned and the fee assessed due to insufficient funds.
The fees involved with this occurrence have been returned to the member and posted to the checking account as a one-time exception. Future fees cannot be credited if there are not sufficient funds in the account at the time the transaction attempts to clear.
We apologize for any inconvenience this may have caused. If the member would like to opt out of the Courtesy Pay option, it can be done by calling  RBFCU at ###-###-#### and speaking to a Member Service Representative, logging into RBFCU NetBranchOnline at [redacted] or visiting the nearest  branch location.

Thank you for allowing us the opportunity to respond to this complaint.
The member is correct regarding the Safeco payment from his escrow account.   The Manager of the Escrow department has attempted to
contact the member to correct the situation.   A message was left for...

him to contact us and we have not heard back as of today.   We'd like
to temporarily credit funds to correct the negative balance, but we will need the member's assistance to collect a refund from Safeco. 
We will make these adjustments once we have discussed this with our member and have his approval to proceed.
To discuss this further, please ask him to contact the Escrow Account Manager.  She is aware of the situation and will work with him to get
everything corrected.
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.
Regards,
John Elias

Dear Member:Thank you for your letter outlining your recent concerns regarding the title to your paid off vehicle.  As explained to you, your title is part of the cross collateralization you agreed to when obtaining your loan.  The agreement stated (and you agreed to by signing)  "By...

signing this document and receiving the benefits of your loan described on the reverse side, you are giving the credit union a security interest in the property"   "You are giving this interest to secure repayment of your loan, as well as any other amounts you now owe or will owe the credit union in the future.  The collateral also secures your performance of all other obligations under your loan, this security agreement and any other agreement you have with the credit union".   In other words, you must pay the amount owed on your delinquent credit card before we can release the title to your vehicle. Upon payment of the amount owed, we will mail the title to the address on file.   Thank you for allowing us to respond to your concerns.

Complaint: [redacted]
I am rejecting this response because:I do not believe that my employer is letting them know that my check will be in on a certain day because I have friends that bank elsewhere and get paid a day or 2 prior to me we work at the same job.
[redacted]

The desired settlement requests have been completed.  The correction loan agreement, apology letter and loan coupons have been mailed.  On 8/27/15 a lending vice president contacted the member and the member was ableto discuss the events which occurred and pass on his concerns.  At this time we feel the requests andconcerns have been addressed.  We appreciate the opportunity to assist the member and his membership.

Dear Member:Thank you for allowing us to respond to your complaint.  You stated that you feel RBFCU pays items in a method that allows for the collection of additional fees.We are required to disclose and strictly adhere to our payment methods.  We disclose the method in which we pay...

items in our membership agreement in multiple places. We pay items in the order we receive them throughout the day.  Items will pay without a fee as long as there are adequate funds in your available balance to pay the item.   In this case, funds were not available in your account when your house payment, in the amount of $1373.28, attempted to clear your account at 6:50pm on March 8th.  Your balance was $1237.25 at the time the item was presented for payment.   Rather than return it unpaid, we held in until the next day to allow you to transfer funds or make a deposit.  In the meantime, at 8:32 pm your account was accessed using NetBranch online - two transfers were subsequently made from your other accounts to bring the account balance high enough to cover the house payment.  The following morning your house payment was made using the balance which included the two transfers - the balance was now adequate to cover the item.   A fee is charged since the funds were not available at the time the ACH was presented for payment.  We apologize but we will be unable to refund the fee in this situation because we noted that several fees were refunded in the past.   If you would like additional information please contact us.   Thank you.

The process used clearly notifies the individual that a credit report will be ran and gives the member a chance to stop the process at that point to avoid the credit bureau inquiry.   Once the credit inquiry has been completed in this manner, we are unable to have it removed...

since it was a legitimate inquiry.  We were able to confirm that this notification is in place and is dispayed to each individual attempting the online account opening process.  Thank you.

Complaint: [redacted]
I am rejecting this response because: This is a misleading response.  My complaint is not only about this single transaction.  My complaint is that on several occasions this has been done in the past.  And my concerns were not addressed another example was two months ago I paid my water bill to the City of Schertz the transaction was paid out then all of a sudden the money was back in my account and three days later it was paid out again.  The other problem is Randolph employees will blame the merchants and the merchants will blame the bank. Often times when I call I am asked if I am checking from the mobile app or the website because I have been told that two systems do update at the same time, but I've also been told in the same conversation that they are updated in real time.  So not only are the employees misinformed on how transactions are processed so are customers. I recently refinanced my car loans with Randolph and the lady that processed the loans over paid the banks the loans were coming from.  So don't tell me there is a transparency to your business process.  I have refinanced and taken out car loans several times in my life and I have never gotten an overpayment check from the previous lender. 
Regards,
[redacted]

RBFCU obtains consumer information prior to opening accounts.  This is disclosed to members, and potential members, prior to the credit bureau pull.  The on-line program used in this case requires an acknowledgement of the TERMS AND CONDITIONS before proceeding.   If...

this is not agreed to then the process is stopped prior to the credit bureau pull.  Once it is agreed to by checking the appropriate area, the process continues (to include a credit bureau hard pull).__________________________________________________________________________...⇄ TERMS AND CONDITIONS   E-Signature and Electronic Disclosures Agreement:___  I agree to the E-Signature and Electronic Disclosures Agreement and authorize Randolph Brooks to access credit records related information for all        applicants in order to process this application.  ________________________________________________________________________________...⇄ are unable to have a legitimate credit bureau pull removed from an individual's records.  Since this was agreed to by the individual prior to the pull it isconsidered a legitimate pull.Thank you for allowing us to respond.

Complaint: [redacted]
I am rejecting this response because: so I hope you see I told the banks back in February that the vehicle was a lemon I was taking it back because the dealerships faults in their practices. Also I put both banks on the phone. They have a verbal agreement between Tanya Parker from RBFCU and NEL from ALLY they agreed to reverse the transaction. They went into a stalemate over who should send the money and who should send the title back first. When do businesses quit listening to the customer. When they where warned on the foul play I saw take forth. So I took the vehicle back. They still can't work it out. That is not the loan takers fault. I did what I knew was right returned something that was not working right and put my family in jeopardy if driven. So unless someone is killed in the truck no one will listen to the customer. I got the Revdex.com invoked so they could witness the miss practices by three parties. I told all three parties of my actions they went forward processed paperwork when the circle was clearly returned. The dealership took possession of the vihcle the second the moved that truck from the front where I left it and told the dealership both banks where in agreement not to finance the vehicle. Some how with out me knowing all processed into me going into debt over a lemon and two banks who can't agree on anything. Again not my fault I warned them Revdex.com AND TOLD THEM THEY HAVE RECORDINGS OF THAT CALL. 
Regards,
[redacted]