Randolph-Brooks Federal Credit Union

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.

Complaint: [redacted]
I am rejecting this response because:There are too many discrepancies to simply concur or reject RBFCU’s response. Please reconcile the account. Contact me if they need any information. I have spread sheets for each month. The account has been examined in a timely manner. There is no time limit for me to take action against RBFCU as each discrepancy has already been reported in a timely manner. Just because RBFCU’s employees refused to reimburse the funds in question does not burn up my time to report the discrepancies again. This is RBFCU’s error. RBFCU states that “An account review determined all fees were assessed correctly.” Please explain to me how you know “all fees were assessed correctly” when you don’t know the account running balance? RBFCU has admitted that they have been notified of the account errors in a timely manner with the statement “Our records reflect the member has been explained how the process works and has been refunded fees in the past. Fees will no longer be refunded unless it’s determined there was a credit union error.” In addition RBFCU states “Any objection to transactions must be reported to the credit uni on prior to the 33rdday after the receipt of the statement. If the member does not dispute or object to any account transactions, RBFCU will not be liable for any errors or discrepancies if a notice isn’t provided. (Membership and Account Agreement, pg 10, sect 2).”  All objections had been made repeatedly in a timely manner, and this is indicated by the reversal of some of the so-called $24.00 Courtesy Pay (CP) fees. If RBFCU states that their records reflect that I have been explained how the process works, then it must have been at the time I was reporting a discrepancy. Why are they claiming I didn’t report the discrepancies within their 33 day period. I have record of several of the fee’s being reversed, due to my objections made to RBFCU. RBFCU states “The member is responsible in maintaining sufficient funds in the account at all times in order to pay a withdraw. All checks and debits are processed in order of arrival sequence throughout the day. (Membership and Account Agreement, pg 7, sect 3 & pg 9, sect 10)”  RBFCU does not follow this policy. They process debits with an effective date (the date the preauthorization is made) while refusing to use an effective date for deposits (using the 3 business day delay) even though they have an electronic “effective date” for ACH deposits.  As a matter of fact, RBFCU has taken longer than the three day delay for ACH deposits as outlined in federal regulation, even though the federal regulation and RBFCU’d Membership and Account Agreement Pg 8, Sec 6c allows for provisional deposit.  This is hardy processing checks and debits in the order they are received. While RBFCU has stated their rights and the customers responsibilities, and will often say “that is our policy” when they do something questionable, it is quite clear that the federal regulation requires RBFCU to act in good faith. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  while I appreciate the response, I was NEVER TOLD THAT I COULD REAPPLY FOR ANOTHER LOAN OR THAT A 66 MONTH LOAN COULD BE CHANGED.  Check the video conference with the second female employee of your department (NAME AVAILABLE UPON REQUEST), she told me I was locked into a 66 month loan and said she didn't know if multiple payments counted toward paying down the equity or not, and she is an expert? in the loan dept.  Also, check out the first video phone conference with the young male when I SAID MULTIPLE TIMES I WANTED A 36 MONTH PAYMENT SET UP, and he lied and/or misrepresented himself and your company by stating someone would contact me with l5 minutes of my purchase (it took 7 days) and also that he couldn't guarantee that there was no pre payment penalty and would not honor my request to be notified via lst class mail or email of this fact.  I am not happy with either the treatment by these two, or the fact that after over ten calls to your phone department, one time I was told that there was no supervisor or manager available, and most of the time after spending at least l0 to l5 minutes in the queue, having to start from scratch with the whole story, or ask for a supervisor or manager.  Several times supervisors or managers including supervisor [redacted] never left their four digit extension on the phone message to me.  Plus another supervisor appeared to want to help, left her four digit extension on my record a phone, but when I called, it rang and rang and rang and then finally someone else answered and I asked to take a note or leave a message for her and she NEVER called back.  Allen branch manager [redacted] attempted to do what she could to resolve the issue but it is not her department.  (and I appreciate [redacted] help).  Also, in response to your response to the Revdex.com, I never asked nor expected the local branch to finalize the paperwork, but most banks and financial institutions offer to assist customers or offer them places to fill it out.    If RBFCU doesn't want my business, let me know in writing and I will pay off the car loan and move my moneys and business to another bank, I have more than enough to pay it off.
Regards,
[redacted]

Dear Member:   Our records indicate that one of our Lending Representatives contacted you on August 19th to inform you that there is on ongoing review of your complaint.  She will be your point of contact until a resolution has been made.     We have been in contact with...

USAA in this matter as well.   We have nothing further to add until the review has been completed.   Your Lending Representative will remain in touch with you on a daily basis until the matter is resolved.    Thank you for patience.

Complaint: [redacted]
I am rejecting this response because:I was never told that my request wasn't approved I was inform to call back about the approval and so I did and that's when I spoke to a specific employee and I asked about the extension and she informed me  that she had seen the extension noted down and I would  be fine ..I repeatedly ask her are you sure because I don't want my car to get sold, and she said yes. Secondly why wouldnt band get approved ? if I needed to pay more than I Andhave been informed of that and I would have either been able to do it, or I would have made arrangements to get the money before the deadline. I was never informed that my extension was declined until after the car was already sold even though I made multiple phone calls before hand. I was always told I was ok on my extension and I truly believed I had extra time.I understand it was a repo but I did not want to lose my car. I had money coming in to me and unfortunately it was coming in a little after the deadline and I was trying to do everything in my power to get my car back. It took me a long time to get in with RBFCU and I never wanted to mess things up with my account. I unfortunately was injured and unable to work for quite a while and that's when things started to go bad for me, but I was getting things back together right around the time the car was taken from me and I was going to be able to take care of the problems I had. Even though the car was repossessed I still wanted to get it back because I know having that on my record will make it really hard for me to get another car and I never wanted to lose my car. Unfortunately there was a lack of communication somewhere and the employees I spoke with told me repeatedly I was OK on my extension and now because of it this has caused me a huge amount of extra troubles to deal with. I feel that because of the employees miss informing me, I was lead to believe something that was not true and it is not completely my fault but I'm the only one who has to suffer the consequences even though I tried to make everything right as soon as I was able to.
an land
Regards,
[redacted]

Dear Member,
Thank you for letting us address your concerns.  As stated in your complaint, you were charged
fees due to a transaction that [redacted] charged to your account and
are requesting all fees to be refunded.
According to your account records, you made a purchase with
[redacted] on 5/19/17 in the amount of $134.20.  Because the authorization amount for airfare,
gas purchases, hotel rentals or vehicle rentals can vary from the actual
processed amount, these types of transactions do not show as pending
transactions on your account.  When the 12
purchases were presented to clear your account, you did not have sufficient
funds available to cover the transactions but because you are opted into
Courtesy Pay, the items were paid and fees were assessed.  On 5/23, [redacted] refunded the
balance for your airline purchase.  When
a merchant refunds a transaction, the funds do not show pending as a credit on
the account.  The refund is posted to the
account once the merchant sends us the transaction to be posted.
We have contacted you by phone today to explain why the fees
were assessed.  We also explained that we
cannot control the way a merchant posts their transactions.  However, per our phone conversation, we do feel
that the issue has been resolved.
If you have any further questions, please feel free to
contact us.

Complaint: [redacted]
I am rejecting this response:Your statement is untrue on several points.  On 7/29/2016 your records indicate that I had an end of the day balance of $214.07 and you charged me a courtesy pay fee of $24.00 on that day.  Starting the next day I had balance of $192.70 and a charge of $21.37 and you charged an insufficient Funds Fee of $24.00.  This brought my balance down to $168.70.  For ease of reading let me tally up your fees from there in the order of purchases made in real time.Date                      Description                         Charges                                7/30/2016            Family Dollar                      $3.257/30/2016            Courtesy Pay Fee             $24.00                   7/30/2016            Jack in the Box                  $2.377/30/2016            Courtesy Pay Fee             $24.007/30/2016            Discount Tires                    $377.117/30/2016            Courtesy Pay Fee             $24.008/1/2016              Paper check paid              $30.008/1/2016              Insufficient Funds Fee   $24.00You also gave me $4.01 for overdraft protection on Sunday, 7/31/2016.  Which I don’t understand at all.  If I had overdraft protection it didn’t seem to work that well.  Another thing I can’t figure out is how you charged me an insufficient funds fee on Monday, 8/1/2016, when I had three checks that had been deposited on Friday, 7/30/2016 and finally credited to my account that day.It seems you charge fees at your discretion without regard to the timing of the purchases in order to create the largest total fee.On another point you mentioned there was an incident about two weeks before where you again charged me a string of fees.  You did not mention that you also charged me $24.00 for that incidentI am a long term member of your bank and in the past I have seldom paid overdraft fees as my history can attest to.  I have even promoted your credit union to my family and friends in the past.  I wish to establish a good relationship with my financial institution.  But when I ask why their paychecks are available when they are deposited on Fridays and both me and my wife’s paychecks are credited three or four days later I get only shrugs and blank stares.
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.
Regards,
[redacted]

We are very sorry that you feel that RBFCU is misleading you regarding this inactive fees.  I am enclosing the section regarding inactive accounts that appears in our Membership Agreement.   All of our members should be familiar with the agreement since it contains all of our policies regarding your account.  You can find it on our website.  18. Inactive Accounts. We may charge a fee for an inactive Account under terms as disclosed in our Fee Schedule. An Account is inactive under applicable law if for more than one year there has not been a debit or credit to the Account because of an act by you or your agent (other than us) and you have not communicated with us. An account is dormant under applicable law if for more than two years there has not been a debit or credit to the Account because of an act by you or your agent (other than us) and you have not communicated with us. An Account is presumed abandoned if (i) the Account has been inactive for at least three years from the date of your last transaction on the Account or your last [redacted]spondence with us, and (ii) we are unable to locate you. If an Account is presumed abandoned, we are required to report the abandonment and to pay the funds in the Account to the State of Texas.We do not charge an inactive fee if the account has a balance of $50 or more, if the owner is a minor, if there are loans on the account, etc.  This same policy applies to all of our members and is easily refunded if we are contacted within a reasonable amount of time.   If a member  fails to receive a statement from us we do ask that they contact us immediately because there is a problem and we cannot [redacted]ct it if we are not aware of it.  We have decided to refund your $35 inactive fee as a courtesy in this case.  Please send a secured message letting us know which account you would like the funds deposited to.  Thank you.

Complaint: [redacted]
I am rejecting this response because:
One, the loan dept continues to make my loan experience the worst ever.Two, I was promised by Ms. [redacted] that I would receive a Loan Payment coupon book about a month ago, but  have never received the payment coupon book, I did receive a temporary coupon for l2 months, but is this a continuation of it's poor loan policy, information and follow up to me as an individual complaining about poor service with the loan dept?  Or do they do it to everybody?  This would be the sixth issue I have had with the loan process, etc.The only positive thing that has happened is the positive experiences I have been receiving at the [redacted] the last couple of months, but let RBFCU know that I am not a happy camper with the RBFCU loan dept
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. After filing complaint, it took 4 days to get a resolution; something I've been waiting on for 8 months!I now have a legally registered vehicle, and the bank has applied for the title they lost.The bank lowered my APR to 1.65% for life of loan, and refunded requested amount.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have opened numerous bank accounts in the past and never before have I been charged a hard inquiry for doing so. The language in your response to me providing my e-signature does not completely explain what is going to be done. Whenever a hard inquiry is performed on my credit file, it tell me SPECIFICALLY what is going to be done (inquiry). Yours just states "credit records". That is not clear at all and actually the opposite of what most lenders declare when one applies for a loan, credit card, etc. I suggest you change the language so in the future, so consumers will know exactly that a hard inquiry will be completed.I have already spoken to [redacted] and all I would need from you is a letter stating that the inquiry was completed in error and they will remove it from my file. Regardless of you stating that I agreed to the inquiry or not, the language in my opinion states other wise. I would not have agreed to the inquiry if it was better explained to me, rather than in a vague fashion as it was. So in my opinion, I did not agree to a hard inquiry, or else I wouldn't be at this point filing a complaint for the first time in my life with the Revdex.com. Again, I am asking you to mail me, or email me a simple letter, or provide it to [redacted] yourself explaining that the hard inquiry completed on my credit file was done in error and that it should be removed. If you do that I will not proceed any further. It is a simple and reasonable request.
Regards,
[redacted]

Within contact with our member, Complaint #[redacted] has been resolved and can be closed. The member has recieved the letter previously mentioned and agrees the information she has been requesting has been provided.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find I won't receive any better help from you.  The complaint in now on record to warn potential customers.
Regards,
[redacted]

I am responding to the complaint that RBFCU is running a credit report without authority from the member. 
Our on-line account opening process does request the applicant to check a Terms and Conditions box agreeing to the following:
"I agree to the E-Signature and Electronic Disclosures...

Agreement and authorize Randolph-Brooks to access credit records and related information for all applicants in order to process this application".   
If this box is not checked by the applicant, they cannot proceed with the account opening process.  By checking the box they have authorized RBFCU to access credit records.
The box was checked during the process on October 20, 2014 at 15:22 CST. 
Thank you.