Complaints

This profile includes complaints for Raiz Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Raiz Federal Credit Union has 10 locations, listed below.

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  Raiz Federal Credit Union

  12020 Rojas Dr El Paso, TX 79936-7711

  
• 

  Raiz Federal Credit Union

  975 Lomaland Dr El Paso, TX 79907-2436

  
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  Raiz Federal Credit Union

  300 Montana Ave El Paso, TX 79902-5211

  
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  Raiz Federal Credit Union

  9835 Kenworthy St El Paso, TX 79924-4402

  
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  Raiz Federal Credit Union

  13781 Horizon Blvd Horizon City, TX 79928-5802

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Retirement funds are automaticly deposited to our savings account every month on the last day of the month. Like clockwork I go into my savings account and transfer those funds to our checking account to cover payments that are both automatically deducted. We have never had a problem before. On January the 8th the an attempt in the amount of ******* was sent to an old account we had with GECU. That transaction failed, but the transaction stayed in the account as a negative which in turn started a domino effect of payments being returned and insufficient fees being charged to our account to a tune of over ****** in insufficient fees and retry fees. When I brought this up to an agent in person at the ******* branch. I was told this was my fault and I would need to go get the money back from ****, in turn I was informed by GECU that we no longer had an account with them therefore they never took any money from our RAIZ account. After going back and forth 4 times that day from I bank to another no resolution was given. I was told that another department would investigate it . I was treated with total rudeness from the employee and branch manager ( ******** and ******) although when I asked what about all the fees I was being charged due to this error I was informed if it was a bank error I would not have to pay those fees. After finding out it was a bank error and being apologized to by another department I waited. The initial amount ******* was returned to my account but to this day I still have not been reimbursed the fees. I called on 2/12/2025 and was advised an email would be sent to the branch and still no one has resolved the issue

  

  Business Response

  Date: 03/12/2025

  Thank you for reaching out to us and voicing your concern.The Raiz Federal Credit Management team takes these issues seriously. After a thorough review of your accounts, we identified that the fees were pending to be credited. As of March 11, 2025, the checking and savings accounts have been ************************ for the fees incurred from January 2, 2025, through January 31, 2025.We apologize for the inconvenience this caused you; however, we are confident that the resolution we have provided will give you the peace of mind you require. As always, we remain at your service.

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because:
  
  As I sent in the total amount of the fees charged to my account were well over ******. I do not feel that crediting only half of the charges is adequate. I also never once received a call from Raiz to apologize for the error or the way I was treated by the employees. 

  I am a 62 year old disabled woman that was sent back and forth from bank to bank. I had to call my daughter to come and get me because I was beyond hurt and exhausted and upset. 

  

  Business Response

  Date: 03/26/2025

  Thank you for your response. I sincerely apologize for the error with your account, and I believe we have done everything to resolve this issue. At Raiz Federal Credit Union, we believe in providing red-carpet service to all our members, and we apologize if we fell short in your experience. We have credited your account for the fees that resulted from our mistake, which we believe is a fair resolution. To further address your concerns, I will have the branch manager contact you personally to offer an apology, if you don't mind us contacting you. This way they can hear your feedback directly.
  
  

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a car loan from Raiz Federal Credit Union after they took over Teachers Federal Credit Union.Since then, I have been having some problems with them.I remember my due date every month and I make sure to pay before the ***** period ends.The money is always deducted from my account on time.However, this bank doesn't show the payment until a few days later and then charges me a late fee even though I made the payment on time.I don't think it's fair to be charged late fees when they decide to post the payments at a later date. Also y hours are so inconvinient since they are only available Monday thru Friday 8-5 pm and I work during that same time. I want all my late fees to be credited back to the account.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** states on their website that external transfers to pay loan payments take 3 business days to process. However, they say on the phone that it will take 5-7 business days to process and then charge a late fee despite making the payment a week prior when it was not late. Their solution is to use their internal accounts to hold all of your money and pay directly from there. Which means they are intentionally charging late fees and penalizing people for not using their internal bank accounts.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This car loan company said I was uninsured when I was and they charged me 1000 plus dollars in fees then said I'm sorry it out fault kept my money I can use for school and stuff and said we are crediting it in loan that was unapproved by me

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone call from a repossession company about my car. I call my bank to see what the problem is and they say Im 94 days past due and need to make a payment. I explained to them how I just made a payment of 1200 dollars of 05FEB24. They told me they couldnt see the payment and where could they look to see it and I said on your website. A lot of talking over and arguing later, I am told that I need to provide proof that Ive been making my payments. I login to Raiz Federal Credit Union to see my payments from JAN2023 to JAN2024 and I can count 11 payments. I took a picture of the payment history and emailed it to ******************* and ***************************** ***************** emails me back saying I need to call to review it. I call and get left on hold for 7 minutes then i can hear her in the back ground talking to someone else and then im told i have to provide proof from my banks that i made all those payments from the past year. I can provide those payments, except for maybe one account that has been closed but i also contacted them about this situation as well. The entire time i spoke to **** about this they say they were going to take my car because I didnt make a payment and demanded I made a payment and when I asked if they could wait until I got paid again they refused, they also tried to say that theyre trying to work with me but when I requested to pay it when I got paid they refused. Im more mad at the fact these people said they want to work with me but really they dont and theyre asking for proof that I made my payments because somehow their own system cant calculate it right but when I go in I can see it all. I emailed them but its not good enough proof to cancel the repo. I did say some things to them to make them mad. Ive made all my payments and they refuse to do an audit to catch their mistakes. This company is incredibly rude and disrespectful so they got the same karma from me. Filed a report with CFPB as well.

  Customer Answer

  Date: 04/10/2024

  Not sure what Im sure what Im supposed to respond to. Raiz needs an investigation done. I went in today 10APR24 and I requested an audit because when I showed them I made my payments they informed me they never posted to the account and told me they dont know where my money is and its in limbo. 

• Initial Complaint

  Date:02/28/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issues with posting a payment on the date the payment is submitted on the website. I called in last week spoke to the call center manager, ***************************, who mentioned to me their website clearly indicates payments will not be posted until 2-3 business days later. I do business with several other financial institutions, when I make a payment the payment is "posted" the day I hit submit, not 3 business days later when the money comes out of my bank account. According to **** this a federal regulation thus is why their systems operate this way. If this was a federal regulation why arent other financial institutions operating this way? This has caused me a late payment fee, which I asked **** if he could please review and due to the nature of the issue reimburse, he promised a call back, which never happened, and he promised he will review and provide an update, which did not happen either. Instead I checked my account the day after my conversation with **** and noticed there were 2 additional late fees, which should not have happened, because my payment for the month of February was not late. They did "waive" the late charges, which again shoulnt have taken place in the first place. Also **** systems are not user friendly or do they provide users any updates on pending payments, which caused me to double pay my loan back in December due to their inefficiencies, all other financial institutions will show "Pending payment" somewhere on their site, not ****, they do not alert of provide user friendly access to these items.

• Initial Complaint

  Date:01/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my car off ****** I have called repeatedly to Raiz federal credit Union to ask them why its still showing that I still owe them on my credit report. Every time I call, I get an excuse and empty promises. This is affecting my debt, ratio. I dont know what the problem is. I paid off other creditors, and they have reported me with a zero balance. If you could assist me with this issue, I would really appreciate it. Thank you.

• Initial Complaint

  Date:04/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid off a loan i had with Raiz Federal Credit union on the 7th of April with a cashiers check from my Navy Federal Account, was told title would be released in 10 days ( should be the 17th of April) got a hold of RAIZ and they tellme it will be released the 11th becasue the title will go to Navy Federal, i explained the title shpould be released to me as the money came out of my account and Navy ******************** has no claim to the title, to this date i still have not recieved my title and **** has failed to let me know the status of my Title, i explained i am leaving the area on a trip and need the Title and asked if i could pay to have it expedited with a resounding no, I called and have no success in getting my title.

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint against Raiz Federal Credit Union. I have been a customer for over 20 years and I am appalled at the customer service I have received while trying to resolve an issue. I have been trying to resolve an issue and get a refund since June 2022 and have not been able to. On February 8, 2023, ****** at Raiz, was helping me and I have not been able to get a hold of her since. *****, at Raiz, has not resolved my problem and informed me that it is a problem with ******. The problem with ****** is ****'s problem, not mine. I would like my refund and my issue resolved as soon as possible, or I will continue filing complaints with the ************************************ and elsewhere and will be contacting Raiz to close both of my accounts.

• Initial Complaint

  Date:03/17/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealing with **** has been a nightmare. *************************** has no idea what he is doing. Every phone call he tells me I am up to date on everything and two weeks later I get an email that Im delinquent on the same account. He set up an autopay without deleting the prior and I was charged over $1000 and have yet to receive a call back after emailing and leaving voicemails