Randolph-Brooks Federal Credit Union

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]

Complaint: [redacted]
I am rejecting this response because:
I called Safeco and made a credit card payment.  I will be getting a check back in 7-10 days which I can deposit.  RBFCU can then take that money out of my account.  In the mean time I expect the RBFCU to credit my escrow back and wait on the payment.  As of Nov 4,2014 my escrow is still -816.00 because of this mistake.  I also don't think a bank should ever recommend a customer do a cash advance against a credit card like Ellena suggest as the one and only resolution.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: How do you expect a customer to pay over 1000 in minimum payments? Also the credit bureau file reflects different information on each. One stating I'm 60 days late "closed by consumer" and one stating 30 days late. You can't even get your information right. It seems like you as a credit union do not care about customers. On another note your bank keeps stating that I have to either drop my complaints or not have access to my accounts. This is blackmail. Thanks for not assisting your customers. This is a poor written response with no resolution.
Regards,
[redacted]

RBFCU does not show an account open for this member during April of 2009. The account was not established until May 29, 2009. The savings account was funded with a $10.00 deposit. No funds were deposited in to the checking account. No additional transactions occurred during this...

time.  
Also, there are no records of any transactions occurring from May 1, 2013 through December 31, 2013. We would need additional information to proceed with this research.

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] p.s. RBFCU has been very proactive and helpful in helping to resolve my problem.

RBFCU strives to provide excellent member service to all members. All new members must answer a series of identity questions in order to validate their identification. The member’s citizen status is a part of this process. There is no intention to make anyone feel violated or uncomfortable....

Obtaining this information is required. All RBFCU loan processes are centralized in one department. All correspondence for any loan must go through the central lending department which communicates in the branches via video conferencing. We serve our members as efficient as possible and therefore, there may be a longer wait time. In the member’s loan application, the decision center required additional question answered to better clarify credit information. Obtaining this information after the member had to leave the branch delayed some of the loan process and therefore additional time was necessary. While the branch and lending staff explain the process to our members, RBFCU can use this as a training issue and will forward this information to the proper areas. We apologize for any inconvenience or lack of respect felt on part of the member as that is never our intent.

[redacted]Thank you for giving us the opportunity to respond to your request.  This has been reviewed.  We apologize if the information request wasinterpreted differently from what was intended. We are unable to provide a letter stating we pulled the credit request in error. The credit record request was not done in error.  During the account opening process the information was disclosed regarding granting access to credit records.   This was accepted during the process, if a member doesn’t agree the process can be discontinued.    Based on this information we are unable to provide a letter to [redacted] stating we made an error.

An overdraft occurs when a member does not have adequate funds available in their account to cover an ACH, check or debit card transaction. The Courtesy Pay fee is charged when an item is paid althought the member does not have available funds. The Insufficient Funds fee is assessed when the...

available balance on the account is reduced by items that have not yet cleared the account. The items have been approved but have not been received so the amount is on hold.This is a courtesy to prevent the member from having an item returned resulting in embarrassment and additional fees from the merchant. The member was assessed 2 fees for the following reason. On June 30, 2015, Capital One submitted a debit for payment for $50. The available balance at this time was $44.23 and therefore an Insufficient Funds fee was assessed. The transaction was in a pending status and then cleared on July 1. Also on July 1, American Home Shield sumitted a debit for payment for $53.25. With the previous negative available balance, there were not sufficient funds to pay the item. A Courtesy Pay fee was assessed. The member has the option to opt-out of the program. This can be done online, over the phone or at a branch location. For any questions, please call ###-###-####. The fee(s) will not be refunded as they were not caused by credit union error.

When the member purchased the vehicle from the dealership, he agreed to assume financial responsibility for the loan with the original lender. His decision to refinance the vehicle with RBFCU holds the member binding to the loan agreement to pay for the vehicle. His choice to no longer want the vehicle does not change his financial responsibility for the loan. The amount owed is valid. RBFCU will not forward the vehicle title to any party prior to receiving full payment for the vehicle.   Any previous discussions or errors on part of the dealership and the original lender are between the member and those parties. RBFCU will not assume responsibility for any misinformation prior to the refinance.

Dear Member:We reviewed your account and listened to the phone conversations.   It was discovered that RBFCU did not make any errors regarding your complaint and the circumstances surrounding it.   We reported to the credit bureau as we do with all members missing a payment on...

credit card or loan.   It appears after listening to the phone calls that you had attempted to stop the payment through [redacted] since the credit card had been compromised through a merchant you had recently used and it sounded as though you forgot to set it up for the new card.We appreciate your membership with RBFCU and a Representative will reach out to you shortly to try to find a workable solution for you.  Thank you and good luck with the purchase of your new home!!

The complaint was reviewed and the member was contacted today -12/15/14.   The member was advised that she had been given the normal process for putting a stop payment on a cashier's check, but this situation is a little different since she failed to receive the check in the...

first place.  The credit union apologized for her inconvenience in this matter.  The credit union is placing a stop payment on the original check and reissuing a second check to be picked up by our Member at our Live Oak Branch.  She has agreed to destroy the original check if it ever arrives.   The member understands that a simple affidavit will be signed when she picks up the check.  I believe the matter to be resolved.   Thank you.

Dear Member, Thank you for allowing us to address your concerns. We were able to connect with you today and explain that debit card transactions are processed in the order we receive them from the processor.  Randolph Brooks does not rearrange transactions to incur more overdraft...

fees.  Once a transaction is processed and the merchant sends the settlement to our processor, the transaction is then debited from the account in the order we receive them.   In this situation, a purchase to [redacted], in the amount of $203.57 was authorized, which was higher than the amount you had purchased.  Later that day, [redacted] sent a credit back for $85.99.  Credits do not post to accounts immediately, nor do they show as a pending credit.  After discussing this with you, we agreed to refund your fees as a courtesy and apologize for the confusion.   If you have further questions, please contact us.

We apologize for the inconvenience this has caused our member. We assume the responsibility for not properly scheduling the member’s loan payment. Our member has been contacted by a representative of our lending department and they have reached a resolution. The late payment will be reversed and...

payment terms have been agreed upon. Automatic payments will be scheduled bi-weekly per the member’s request. The member will be contacted once more on 1/8/2015 by the lending representative to ensure the automatic payment and terms are taken care of.

Complaint: [redacted]
I am rejecting this response because:Thank you for clarifying that title is lost. As stated before; RBFCU has lawyers on staff that can easily navigate the process of a lost title application. There is no reason for me to wait 8 months, and have to file a complain with Revdex.com. I am being ignored by loans office personnel; they are "waiting" for previous owner to complete more documents; documents that were all completed at time of transaction in MAY 2014. If there was no title, then I would not have been able to obtain or secure a loan.I have a vehicle that I am unable to use, do to errors on the part of RBFCU. This has gone unattended for far too long.I still contend that RBFCU is in breach of contract on this matter.I still request a rate reduction to 0.00% APR for life of loan.I still request a refund for lost payments to maintenance plan and insurance. Insurance that I am required to maintain for a loan, that is not being serviced properly.I still refuse to make another payment on loan until title/registration is correct.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This again is misleading.  How can you tell me that your system doing what it is designed to do? You are saying that your system is designed to make me think that a bill has already been paid?  This again is something I have never experienced before. I realize you didn't personally design this, but to tell me that if I schedule a payment more than three days in advance the money will disappear (as it did) leading me to believe it had already been applied to my account, then mysteriously reappear then be paid out again to the same vendor is normal.  Again, this is misleading and your system should be more transparent and Randolph Brooks should me more transparent to its members.  Clearly this system lacks transparency; Randolph Brooks isn't very transparent in how it handles it's clients money. Also, I did not schedule that payment to post at a later date I scheduled that payment to post on the day that I logged in a paid on the bill on Jan. 20.  As I stated before, I pay my bills in the exact same way every month.  Referring back to the car loan transaction, as I stated before I have refinanced cars several times in my life. I have never had a overpayment come back to me, this is additional money that I had to borrow agains the car. Furthermore, it was a bit of a fiasco with the bank that the loan was coming from because the loan officer was adamant that I make a payment on the vehicle loan before we processed the loan because she couldn't guarantee the pay off would get there in time.  I felt like that was irresponsible because the loan officer should be able to tell me how long it's going to take to process the payment for the loan so that I can make a determination as to whether or not I needed to make the payment.  As a result I overpaid and it took me quite a while to get my money back from the bank that was overpaid. 
Regards,
[redacted]

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.
Randolph Brooks did fix the situation and made sure I was aware of how to avoid it in the future.  
Regards,
[redacted]

Dear Member:   A credit card is considered revolving credit and each member is given a disclosure regarding all the terms related to this product.   If you will refer back to this disclosure it does state that a credit report can be ran periodically on revolving credit.  We do use your current credit history (through a credit report pull) in helping us make the best decision in a Termination Process.  Please refer to this disclosure for other valuable information.  We do apologize for your frustrations in this matter.

Complaint: [redacted]
I am rejecting this response because:I have never received a letter with any explanation.  I did receive a xeroxed copy of a 3-month statement on my account, but there was no explanation as to why my checking account was closed; there was no explanation as to how often and in what amount I am to make loan payments, how far it was past due - NOTHING!!!!   This is what I'm stating - I keep asking for information and RBFCU does not answer ANY of the questions I ask!!!!  I DON'T UNDERSTAND!  What have they go to lose?  I know they have a lot to gain by all of the Late Fees they are charging!!!  Which is what I am trying to avoid!  AND I'd like to pay off this loan sooner rather than later, but I cannot get any information from them!
Regards,
[redacted]

Revdex.com:
[redacted] both went above & beyond to assist me in the situation, both are truly an asset to RBFCU. 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]

Dear Member, Thank you for allowing us to address your concern.  In your complaint, you mention that you were charged $120 in fees for transactions posted to your account that you would like refunded. Courtesy Pay is a service that covers transactions you make when you do not have funds...

available in the account.  Unfortunately, when the service is used, a non-refundable fee of $24 is charged for each transaction it covers.    While reviewing your account, we show that you had a purchase presented from ATT for $141.85.  At that time, your available balance was $44.94 and you did not have sufficient funds in the available balance to cover the transaction.  Because you have opted into Courtesy Pay, the item was covered and a $24 fee was assessed to this transaction.   This left your balance at -$120.91. You then had 4 additional transaction presented for payment that the funds weren’t available for.  Since the items were presented before you made your deposit, Courtesy Pay covered all 5 of the items and you assessed a fee of $24 for each. Your request is to have the fees refunded.  However, because Courtesy Pay worked as expected and covered the transactions you didn’t have funds available for, the fees are charged correctly. If you have further questions please let us know.