ComplaintsforRedstone Federal Credit Union

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a checking account with this bank for over 35 years. They shut it down because a second account that I had opened was overdrawn $100. The account that I had for 35 years was not overdrawn but they still shut it down. This happened days before I had a $20,000 wire transfer coming into the account which was sent back. This has inconvenienced me greatly because I had many bills being paid from this account automatically which all bounced as well. On top of the fact I had to get the $20,000 wire rerouted to another bank.If you're looking for a bank that will be loyal to you, don't count on Redstone Federal.

  

  Business response

  07/15/2024

  Thank you for your feedback regarding your experience with Redstone Federal Credit Union. We have reviewed your account and see that your account went into a negative status, after ***************************************************************************************************************************** the negative at 45 days.  Your account was not brought out of the negative, as such, the account was closed on April 30th . We would be happy to discuss your situation in detail, please contact us at ***************************** to speak to our ********************** Team.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi this is ***************************** my debit card was suspended and revoke but I found out it was a victim of identity theft I told the bank they are going to tell me I can not get my debit card back because of too many dispute I will like to file a complaint

  

  Business response

  07/08/2024

  Review of your situation resulting in your debit card privileges being suspended indicates this was not related to your claim of identity theft, but rather the violation of the terms of our ********** Services Agreement between you and Redstone Federal Credit Union (RFCU). Our relationship with our debit card issuer requires RFCU to enforce violations of our Agreements. Our records also indicate several conversations have been had with you to explain this situation as well as a written warning letter sent to the address we have on file for you (dated February 7th, 2024). The activity referenced in the warning letter sent to you in February 2024 continued to occur and RFCU then sent you written notification of your debit card privileges being suspended on March 8th,2024 (with an effective date of suspension being March 22nd, 2024).We understand that not having a debit card can be a substantial change for our members when trying to pay bills and make purchases. Our team at RFCU is here to assist you with other options such as: getting a reloadable card, obtaining official checks and or money orders, or setting up payments via ACH account draft. Please reach out to us for assistance with these other options at our toll-free number ************. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately three years ago I opened account with ********************** FCU. I was told no fees would be charges if a certain balance was held in account. In 2024 they started taking $35.00 out of my account monthly. I was never told this money would be taken. When calling to find out several times, I was told I needed to write more checks. Others didn&#**;t have an answer.

  

  Business response

  05/21/2024

  Thank you for speaking with us today regarding your accounts. If you have any additional questions regarding your account, please contact us at ************** or visit any branch location. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been business banking with Redstone since the early part of 2020. Every week my card is blocked over the same transactions. The so called fraud department has never caught any fraud but they literally block the same transactions that have been occuring for years. This is so frustrating! I literally have to call redstone every week to clear up the same transactions. This bank needs to get it together or we will take our funds to another bank. The review department says its the bank the bank says its the review department. Redstone needs to get it together this is ridiculous!

  

  Business response

  04/29/2024

  RFCU takes card fraud very seriously and is daily adjusting our fraud mitigation parameters to address fraud trends. Unfortunately, your transaction was caught in our rules. We are assessing our rules to determine what adjustments could be made to allow legitimate transactions to be approved. We apologize for any inconvenience this was caused you. 

  Customer response

  04/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Let me start by my status. Im a ** Citizen who immigrated to ******** few years ago. I obtained an SSN card through work **** and now obtain a ** passport.I attempted to open a new savings account online, but the system was unable to verify my identity, I called the live customer service, provided a photo of my SSN card, a photo of my driver license, and a photo of my ** passport, all while on live conversation and holding the physical documents at hand.However, my application was denied because my SSN card contains wording Valid for Work Authorization Only since it was issued when I was still on work ****.To my surprise, I was asked to provide EXTRA documentation. The problem is the documentation the agent needed is either a Permanent Residence Card or Work Authorization Card. I explained that these documents are now considered illegal as they do not reflect my true status as a ** citizen and that they get revoked (with the green card physically taken away on the day of my ceremony) and is replaced with naturalization certificate.Im shocked that the same SSN I used to open several bank accounts (both before and after becoming a ** citizen) and a multitude of credit cards. And a valid ** passport (a legal government document approved by immigration officers at airports and borders and US embassies all over the world) are not sufficient proof of my identity!That is a whole new level of rigidity that I have never encountered before.

  

  Business response

  04/02/2024

  **********, we apologize for the inconvenience and delays involved while you were recently attempting to open a Redstone Federal Credit Union membership account.  The documents we initially received provided conflicting indicators as to whether your status was a US Person or not.  That status determines what additional information, if any, that we require to open a membership account.  Given the documents we have now been provided as well as some additional due diligence we performed, we are pleased to make you aware that we have everything we need to open your new Redstone Federal Credit Union membership account.   

  

  Business response

  04/03/2024

  Updated response to member - **********, we apologize for the inconvenience and delays involved while you were recently attempting to open a Redstone Federal Credit Union membership account.  The documents we initially received provided conflicting indicators as to whether your status was a US Person or not.  That status determines what additional information, if any, that we require to open a membership account.  Given the documents we have now been provided as well as some additional due diligence we performed,we are pleased to make you aware that we have everything we need to open your new Redstone Federal Credit Union membership account. Please contact us via Redstone Live to complete the application process and fund your new accounts.   

  Customer response

  04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been engaged in a protracted battle with Redstone Federal Credit Union for several weeks now, attempting to validate my address. Despite undertaking a arduous 3.5-hour journey to the nearest branch in ************, **, to submit the requisite documentation, all my efforts were in vain as they were summarily rejected.Initially advised that my car's vehicle registration could serve as proof of address, I found myself at a loss as I did not have immediate access to this documentation, having rented a vehicle for the trip. Undeterred, I proceeded to the ********* ********** of ******* to obtain a copy, only to face further rejection.Returning home to retrieve my original vehicle registration documents, I provided Redstone with the requested materials, including photographs of the *** number and vehicle tags for added verification. However, the ordeal persisted, with Redstone subjecting me to an exhaustive and seemingly discriminatory verification process.While I fully support measures to combat fraud, the extent of scrutiny and obstacles imposed upon me by Redstone has been unparalleled. Were it not for the implications on my credit and the considerable time invested, I would have been compelled to sever ties with the institution.It is my sincere hope that this matter can be resolved expediently and with due consideration to the undue hardship I have endured.

  

  Business response

  02/23/2024

  *************, thank you for sharing your experience. We understand your frustrations with this validation process. However, Redstone Federal Credit Union (RFCU) was unable to validate many of the documents you provided and/or the documents you were providing were not the documents RFCU requested from you. As an update:The documents you recently provided on February 21st, 2023 did validate during our investigation process and as of February 22nd,2024, RFCU can confirm your accounts are now available for use.   

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Overdraft fee charged on 2/5 when I had money moved over. The fee should have automatically reversed. But it didnt when I talked to ******** on chat it seemed like she was set on making sure I didnt get any remedy because I have had previous fee reversal even thou that time 2/5 I clearly had funds moved over BEFORE the charge hit my account. Ive also been double charged for the same transaction. Looking for remedy with ******** as customer service And the fee that should not have hit my account.

  

  Business response

  02/12/2024

  *************, thank you for your membership.  We appreciate your feedback concerning the fees to your account and your attempt to deposit funds prior to the funds debiting your account completely.  We have refunded two fees as a courtesy.  In the future, funds must be in the account prior to any attempts made to debit your account.  In this situation the electronic withdrawal was presented to your account at 4:58 pm and your deposit transfer was made at 5:21 pm.  Therefore, your account did not have sufficient funds when the attempt was made to debit your account causing the fee.  If you have any additional questions please feel free to contact us again. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  15 Jan. ****, I reported a fraudulent transaction for dispute in my RFCU Checking account. The amount was approximately 273 dollars and some cents. I had called RFCU and despite it being a holiday, I was able to connect with someone after being on hold for thirty minutes. She informed me that I should file the dispute in the banking app, and the funds would be deposited back into my account within five days. She also informed me that my card would be terminated and I could receive a new one. NEVER was I informed that my bank account would be terminated!! Why would Redstone close my bank account without any notice and keep the money remaining in the account?!

  

  Business response

  01/23/2024

  ****************, thank you for speaking with us today regarding your concerns about your account and the debit card dispute process. As we confirmed over the phone, RFCU did not close or terminate any of your accounts during this process and credit has now been issued to your account regarding this claim. If we can assist you further, please do not hesitate to contact us again.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 8, **** I notified Redstone Federal Credit Union that my debit card was used fraudulently. My account was -$311 because of the purchases and $175 in overdraft charges. I called the bank and their Representative, **** said it wasnt a debit card issue, however when I went to the branch office they confirmed that it was. I havent received all the credits back to my account which amounts to over $200! I am not able to pay my bills and this will get late fees on these other accounts. RedFCU did reimburse me for $200 within a day or so but now they are taking their sweet time. As a veteran I am appalled!

  

  Business response

  01/17/2024

  Review of your debit card fraud case indicates provisional credit was issued for the claimed charges on Jan. 17th,  2024. Where we have processed your claim within our regulatory timeframes, we do apologize for the delay and are making strides to speed up the reimbursement process in these situations. We value your membership and look forward to supporting your financial needs in the future.

  

  Business response

  01/17/2024

  Review of your debit card fraud case indicates provisional credit was issued for the claimed charges on Jan. 17th,  2024. Where we have processed your claim within our regulatory timeframes, we do apologize for the delay and are making strides to speed up the reimbursement process in these situations. We value your membership and look forward to supporting your financial needs in the future.

  

  Business response

  01/17/2024

  Review of your debit card fraud case indicates provisional credit was issued for the claimed charges on Jan. 17th,  2024. Where we have processed your claim within our regulatory timeframes, we do apologize for the delay and are making strides to speed up the reimbursement process in these situations. We value your membership and look forward to supporting your financial needs in the future.

  Customer response

  01/18/2024

   
  Complaint: 21152116
  
  I am rejecting this response because:

  1. Redstone was able to give me a provisional credit within a day for a fraudulent charge. Why were the other charges delayed so long?

  2. Now I have to pay late fees to my creditors because of the delay by Redstone Federal Credit Union.

  3. They havent addressed the fact that one of their representatives said on a phone call that my debit card was not used but that was contradicted when I went to the Branch near me.
  
  Sincerely,
  
  ******** League

  

  Business response

  01/26/2024

  Ms. ******* thank you for sharing your further concerns regarding the debit card dispute process. A member of our Leadership Team has reached out to you for further discussion. If we can assist you further, please do not hesitate to contact us directly at **************.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I submitted payment for CC on 12/4 thru my USAA app via bill pay. It got sent back to my bank on 12/8 and I was not notified by RFCU which made me late for a payment. I get a call from RFCU asking for payment which confused me bc my 12/4 payment should have cleared out all my debt to RFCU. Get a call from RFCU and they were asking why I was late. I had no clue I was late bc I thought I submitted payment. Then they charge me a $8.00 convience fee. Total payment was $108.00. Again, had I been notified of my initial payment being refunded I wouldnt have been late.

  

  Business response

  01/05/2024

  Thank you for speaking with me today concerning your Credit Card payment and the concerns surrounding your BBB consumer complaint.  If we can assist you further, please do not hesitate to contact us again. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩