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Business Profile

Credit Union

Randolph-Brooks Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Randolph-Brooks Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Randolph-Brooks Federal Credit Union has 57 locations, listed below.

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    Customer Complaints Summary

    • 119 total complaints in the last 3 years.
    • 32 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Resolved
      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 am very disappointed with RBFCU I am very disappointed with RBFCU. I had to file for Debt Consolidation. One of my Deposits was not changed in time. So the are not allowing me to withdrawal my pension. I have bills to pay and i will not be able to pay some of my bills due to this. $800 dollars I will not get.

      Business Response

      Date: 04/07/2025

      Dear Member:

      Thank you for sharing your concerns regarding your account and giving us the opportunity to respond.

      We understand that you have been contacted by a representative from our ********************** and the issue has been resolved.
      If you need further assistance, please contact the ********************** at ************.

      Sincerely,
      Member Experience Department
      RBFCU

      Customer Answer

      Date: 04/07/2025

      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.

      Regards,

      ***** ********

    • Initial Complaint

      Date:01/06/2025

      Type:Product Issues
      Status:
      Answered
      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 purchased ***** software on 01.03.2024 by using RBFCU Credit card but they did not fund ***** tax software. I am attaching the credit card charge of $1943.09 as evidence. I called customer service 01.03.2024 and 01.04.2024 but issue not resolved.

      Business Response

      Date: 01/14/2025

      Thank you for sharing your concerns regarding your MasterCard transaction and giving us the opportunity to respond.

      We understand that on 1/8/2025 you were contacted by a representative from our Enterprise Fraud Team to discuss your concerns, and the issue has been resolved.

      Sincerely,
      Member Experience Department
      RBFCU

    • Initial Complaint

      Date:12/16/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      RBFCU has **** telling misinformed false information towards clients to purposely s**** their credit file up. I've been told back in October my spending pattern would qualify for convert, but as of today 12/14/24 I'm learning that is untrue and there is a required waiting time no matter what you spend.Spending pattern and keeping an account in good standing mean nothing to this bank. I ran my file because of untrue information shared by your **** over the phone. Alert Experian to take off the hard inquiry. I have recored all conversations I had with agents since this is a one-party state and will supply them to law enforcement, Experian, and in any legal matter that doesn't get my Experian file updated correctly. I appreciate that I found the one honest *** today to tell me the truth.

      Business Response

      Date: 12/24/2024

      Thank you for sharing your concern with us.

      We understand that you have been contacted by a representative from our Consumer Lending team regarding your complaint and a resolution has been reached.

      If you need further assistance with this matter, please contact our *************************** at ************, option 3, then option 3 again.

      Sincerely,
      Member Experience Department
      RBFCU

      Customer Answer

      Date: 12/26/2024

      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.

      Regards,

      *********** *****

    • Initial Complaint

      Date:12/16/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 opened an account with the ********************************************* based off a friend in the militarys recommendation. I was unaware that they only have locations is *****. For some reason, my account was restricted and Im being told That I cannot receive my money , until I physically appear in one of the branchs. Which is Over 3 states away . ***************************************************************************** a really tight spot I just want My money please.

      Business Response

      Date: 12/27/2024

      Dear Member:


      Thank you for contacting us regarding your concerns for the release of funds in your checking account. We ask that you contact the Enterprise Fraud team at ************** for assistance with a resolution.


      Sincerely,
      Member Experience Team
      RBFCU


    • Initial Complaint

      Date:12/02/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 scheduled a payment on Nov 22, 2024 to pay my auto loan. On Nov 27, 2024 I received a text from RBFCU stating that my loan was past due. I called RBFCU and was connected to ****** in their customer service. I was asked if I had refinanced my loan and I replied I did but 6 months ago. ****** said that for some reason, the loan payment I made was diverted to the old loan. I asked him if I would incur any late fees and/or a ding on my credit report? He said no because even though I am technically paying later now (Nov 27) it is still not late enough to incur penalties. ****** deleted my old payment and set up a new one for Nov 27. I asked to speak about some discrepancies in my account and he put me in touch with ******* in the loan department. ******* informed me that any payments past the due date accrue interest and that means that the money that would have gone towards paying off my principal balance will now go to interest instead. I told her that I should not be responsible for the interest accrued because I did pay on time and the payment was diverted to an old account. I also brought up the fact that I do not even have access to the old loan account so it is literally impossible for me to pay towards an old account. After them looking into my account for some time they came back to say that they do not see me making a payment at all. I told them that I just spoke to customer service and they did see when I made the payment and they deleted it. They told me too bad, you are responsible for the interest. This is obviously dishonest and fraudulent business practices by RBFCU and they should be held accountable for it. I video recorded all sessions as proof of what I am saying.

      Business Response

      Date: 12/23/2024

      Dear Member:

      Thank you for sharing your concerns regarding your loan and giving us the opportunity to respond.

      We understand that you have been contacted by a representative from RBFCU and the issue has been resolved. We apologize for any inconvenience you may have experienced and thank you for your patience.

      If you need further assistance, please contact the Member Experience Team at **************.


      Sincerely,
      Member Experience Department
      RBFCU

    • Initial Complaint

      Date:11/25/2024

      Type:Product Issues
      Status:
      Answered
      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.
      These fees incurred were from insufficient funds. The bank had me on overdraft courtesy pay but did not authorize the charges. I called the bank and went to the bank many times to try to get a settlement or refund. The manager on duty at the time told me they could not do anything for me to call somewhere else. I called the main office and was told I was not getting any refund. I had my bills on *** for many months. Then when they refused to pay one bill I started getting *** fees and messed up my account. I called and removed the *** from the bills but for some reason, the bank keep charging me for the *** fees. I told them I had removed them and they said I had not. I am on disability and had to struggle tremendously for several months because RBFCU took almost all my checks for *** fees. I was in such a bind I kept having NSF for several months. The bank did nothing to help me. There was one month that they took all my check for the *** fees.

      Business Response

      Date: 12/09/2024

      Dear Member:

      Thank you for sharing your concern with us.

      We will review and research your concern and contact you directly to assist with a resolution for this issue.

      Thank you,
      Member Experience Team
      RBFCU

    • Initial Complaint

      Date:11/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      RBFCU has not rectified a continuing IT issue with their debit cards. I have dealt with multiple instances where my debit card has been restricted arbitrarily by their faulty system.

      Business Response

      Date: 12/11/2024

      Dear Member:

      Thank you for sharing your concerns regarding your RBFCU debit card.

      We understand that you have been contacted by a representative from our Payment Services department and the issue has been resolved.
      If you need further assistance, please contact the Member Experience Team at **************.

      Sincerely,
      Member Experience Department
      RBFCU


    • Initial Complaint

      Date:11/20/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 am a victim of identity theft by a known party. They have used my ID, name, social, and other information to open accounts and take out loans. From what I can find they did this online with no in-person interaction. However, with RBFCU, they were able to take out loans with their own name and social, and then later transferred responsibility of those credit products to my name and social... and then defaulted on everything. RBFCU did this without both parties present, as I have proven that at the time transfer occurred I was in the *********** without cell phone or internet service. I had a satellite phone but no ability to teleport, there was no way I was in ***** to perform this transaction. RBFCU claims I was present for this transaction, but I was undeniably not present. On a phone call with RBFCU I was told that the transfer occurred in/around 2021 with no exact date. I was deployed all of that year. I was told the account was opened under the offender's name and social in 2018. There was mention of a claim of transgender being the reason for the transfer, however, I have proof that I was born a biological male with the same name and was issued the same social I have been using my entire life. I enlisted in 2013 at 18 years old under the same name and social and can show continuity of that name and social since birth. I even have medical records from the military to show, and as stated elsewhere, they check for ******** an added point - as far as I know your social security number follows you your whole life. You don't get a new one when you change your name. There's nothing valid about this transfer to my name and social. It was a fraudulent transfer to my information. I am sorry RBFCU got taken advantage of, but this is not my responsibility.RBFCU already has all the documents needed. If they need anything else or if they want to see me "in person" please let me know.

    • Initial Complaint

      Date:11/18/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      November 15, 2024 I am writing to express my concern regarding the recent inconvenience experienced by customers service due to the inoperability of ****.On the evening of November 14, I drove forty-six minutes to deposit cash into the nearest ATM. However, all the **** were inoperable, with red lights indicating a lack of service. I repeated this process at another ATM located eighteen minutes away same issue.On November 15, 2024, I noticed paper posted at the ************************************ indicating that **** would not be operational from 8:00 PM to 6:00 AM. However, I was informed by customer service that this was a temporary ********** is concerning that this incident has occurred twice in the past two nights, requiring me to drive forty-six minutes each way to access **** for me to arrive and I cant use the atm. This practice is not only inconvenient for customers but also reflects poorly on the banks commitment to providing reliable services.

    • Initial Complaint

      Date:10/29/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      On Aug 31, 2024 a charge showed up in my account for $483.00 from *******. This charge was fraudulent. The bank was immediately notified and I was told, at that time, they would look into it and I would be notified concerning what they found. On Sept 06 my account was ************************ $483.00 and labeled as "fraud refund" and didn't receive any further contact from the bank so I thought that was the end. However, on Sept. 16 my account was again debited for $483.00 and labeled as "reverse fraud refund". The bank, again, was contacted and I was told that RBFCU had conducted their own investigation and ruled that the charge was legitimate. ******* was contacted and after looking through their information and system records, denied having anything that match that purchase. I contacted the bank again but couldn't get anything resolved on the phone. I, again, went to the bank, in person, where I was told they have evidence that this purchase was legitimate and had proof of such, and was then refused any further assistance in trying to figure out and resolve this issue. I was denied the request to know and/or see, other than a lot of number printed on a piece of paper, what proof they found in the course of their investigation. I inquired into their fraud department and how to contact them, and was again denied any information, instead, was told that someone from another department would be in contact with me in regards to going over any complaints, but nobody from the bank or associated with the bank ever contacted me, big surprise. I only get paid once a month and am not in a position to have $483 just taken out of my account for no reason. This has caused my account to go negative, reflect poorly on my credit, which I worked hard at trying to establish, and I'm sure I've acquired fees, I haven't yet noticed, because of this.

      Business Response

      Date: 11/06/2024

      Dear Member:

      Thank you for contacting us regarding your fraud claim. We take all feedback from our members very seriously.
      We reached out to the Enterprise Fraud team for assistance with your concerns. Upon completion of the claim investigation, a letter explaining their decision was mailed to your address. A representative from the fraud team also reached out to you providing information on your claim.

      If you have further questions or concerns regarding this matter, please contact the Enterprise Fraud team at **************.


      Sincerely,
      Member Experience Team
      RBFCU  

    Randolph-Brooks Federal Credit Union is NOT a BBB Accredited Business.

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