I've banked with RBFCU for over 10 years due to them having a branch very near to our home. Now that I live further away I've realized just how bad their online services are. Without being able to sign in person/show ID, even simple deposits and transfers are a hassle (or impossible). Time to for us to move on. I have nothing against RBFCU or their customer service. It is simply a poor business decision to leave the IT infrastructure sorely behind the times. Good luck RBFCU. read more

I've been with these guys for a long time (Banking and loans) and they used to be pretty good. I'm going to be pulling my money from them because they now have terrible customer service. It must be something in the water in San Antonio because I'm having the same kind of problems with USAA right now and I've been with them longer than RBFCU. read more

RBFCU IS TERRIBLE!!!!! I have never had such an issue with a car loan in my life! I would NOT use them EVER again!

Loan taken out, this is my second, mind you I asked them to keep the same paydate, they changed it. Said once I make a payment, they would change it back. They keep complaining that I need my co signer to all and change the day.. why the heck would the co signer who does not have an account with them need to call to change something I pay? they have back tracked on things they have told me, given the run around. I will leave once this loan is paid. read more

I have had an account with them for over two years. I have never had a returned check or overdraft in the ten years my multiple accounts have been open. I recently used the wrong debit card to purchase gas... my error. I admit it. But there was a transaction made before the gas purchase that I had the funds for 4.68 that was posted after my gas purchase because Buccees processed their transactions first. I called and asked could one fee be reversed since the funds for that transaction were actually in the account at the time the transaction was made. I would certainly pay the one that's my error, 24.00 each. No! So much for being a member in good standing for 10 years. But they did recommend a loan... no thank you. read more

I hope RBFCU is okay with losing yet another good and loyal customer (12+ years) due to their unfair NSF fees and unwillingness to work with us. They should take a lesson from Wells Fargo when it comes to Courtesy Pay and NSF, especially when I had funds to cover it in savings. Wells Fargo only charges you one fee per day and charges a low fee of $12.50 if you exceed auto transfers from savings per RegD. Additionally, their alerts to notify you when your balance drops are worthless. They charge NSF based on pending transactions but notifications only work based on current balance. How convenient. I've pulled my money out and have taken it to a bank where they actually care about their customers. And don't even bother apologizing like you have on the other posts. The apology is scripted and insincere. read more

Great bank. These people seem to really want to keep you as a customer. I have banked with them for about 15 years... even living 2 hours away. They are fantastic. read more

DO NOT BANK HERE!!! have been a long-time customer and until about a month ago everything was hunky-dory until I switched to this bank on a full-time basis which was my mistake. First they shut down my debit card by accident due to a teller error; then they promised to expedite a new card which took two weeks to get it to me; then my bill pay was shut off because Fiserv who pays your bills says my bank never paid my bill; I was denied purchases as "their system recognized my new debit card" SERIOUSLY!!! I never had the card to activate so how could this be happening....then I just learned my old debit card was never closed after I was told the card was "dead" so I cut the car & into the trash. So few weeks later I here I am...THAT WAS NOT THE CASE AT ALL! I learned a merchant was able to run the card on purchases that were on backorder and low and behold now I'm hundreds of dollars overdrawn to no fault of my own and I can't get anyone to help me. "So & so is off today, the branch manager will call you" all lip service! My money was deducted not because my mismanagement but theirs as somewhat clearly dropped the ball. DO NOT BANK HERE!!!! Their customer service use to be so much better and now I'm going Day 4 no resolution, no way to pay bill, purchase food, gas,etc....AGAIN DO NOT BANK HERE!!!! read more

Patrons beware!!! RBFCU is not covid sensitive! I received poor customer service and misinformation which lead to me losing my interest rate on my approved auto loan. Loan expired! I was trying to get loan from RBFCU to help me with the purchase of a 2017 Chevy equinox. Because I did not purchase the vehicle from a dealership where they create a Purchase order and do the titIe work I was told In order for them to do the loan I would need to purchase the vehicle myself and have the fleet company put the RBFCU address and bank name listed as the lien holder on title and my name as purchasor. Then I would have to have the fleet company I bought vehicle from ship title directly to the gonzalez Tx RBFCU branch to process my loan. I called to check to see if RBFCU gonzalez branch had received the title multiple times and they continued to tell me that they could not locate it. After about two weeks had passed I finally got someone to find title. Not once did someone call me back. I had to keep calling them. The excuse was that titles go to a different department first and then has to be courier over to them. So when the loan department finally found my title they looked and told me they could not process my loan because it was not not clear title with just my name on it and RBFCU listed as lien holder. So they had to ship it back to me for me to take it to the tax office to get clear title and pay taxes on purchase of vehicle. Or convince a Chevy dealership to create a purchase order and do title work. The local Chevy dealer said absolutely not because of liability with something going wrong with vehicle. Now With covid and being precautious all tax offices are doing business by appointment only so it took me a month and a half to get into any tax office. Now today prior to going to tax office appointment I called the gonzalez Branch again and made certain of every thing I needed to process the title work properly. This is when I learned that my approved loan had expired NOV 27th and I was going to need to let them rerun my credit for approval and A new interest rate. Gave SS and they said they would call me back in 45 minutes. So I walked into my appointment and got title with fleet company no longer on title and created clear title essentially with RBFCU listed as lien holder. After leaving tax office I called gonzalez branch again only to find out that my credit score had dipped a bit and so the interest rate went from 2.3 to 3.8. Which was absolutely upsetting considering I just had just paid for the title work and RBFCU was listed on tittle and it was being shipped to them. Now because of bad information about the title I had to wait several weeks to get title back then due to covid I had to wait more time to get into tax off and ultimately lead my loan approval to expire and have to start over. So now RBFCU has told me that there is no way to honor my original interest rate and are ultimately forcing me to take the higher rate in order to get the loan amount needed. Now I don't think I can take them off the title as the lien holder. I do not want to do business with them and now I'm stuck with a title with RBFCU listed as the lien holder. I am leaving this bad review and planning to get with RBFCU management and executive team to file a complaint and make certain they are aware of the piss poor Customer service I received. And My goal is to leave poor reviews everywhere I can to make certain this does not happen to another patron. I feel burned, cheated, and or slighted. I probably called RBFCU 3 dozen times throughout this process to only get bad information and excuses. There was no sense of urgency. Every time someone said they would call me back it never happened. It felt like an Interest rate bate and switch / credit score and interest rate scam!! read more

I have been banking with RBFCU for over 5 years and have had 2 car loans, my husband even has our Mortgage through them. I used to think they were a great Credit Union but now I am not to sure. I recently over drafted by account, an error on my part. Unfortunately the savings that would have covered the $4.00 overage was not set up to that account and so I received a "courtesy fee" (nothing courteous about that... just call it what it is, an overdraft fee.). Apparently their new policy refuses to return the fee, even for someone that has NEVER overdrawn their account before. I could understand not refunding for multiple ones but just once? Really? I am now currently looking into moving my accounts to my husbands credit union where they actually care about their members. read more

horrible horrible bank, ive been banking with them since 2011! Have a checking, savings and car loan with them well today some company out of Russia tried to charge my account for greater amounts that were in my account I immediately called to let them know that it was fraud and I had looked online and they were a fraud saw multiple review and persons it had happened to , they did help me with a stop payment but I already had four nsf fees because it was being rejected and they kept trying different amounts. asked if they could help me with a refund on those and was told no! unless they received a letter stating its a merchant error then they could refund it, and I was just in disbelief someone is charging my account no idea who it is looked online looks like its fraud and you expect me to get a letter saying its a merchant error lol well I hope those $98 in fees are worth it I will be cancelling my account today! crazy!! read more

Of the 3 Credit Unions I have had only this one is more like a traditional bank, they do not truly have the values of a Credit Union. My youngest child, just turned 13, opened an account and we were trying to enroll her in a financial education course with it. So she is learning. I asked for a fee waiver as a one time courtesy because she learned a lesson from this already, however, with COVID limiting her ability to earn money at 13, a $24 hit is a lot. The way they handled the request, which was our first, was cold and impersonal and clearly all about the bank making more money. I have been with RBFCU for nearly a decade and they could not do this one thing. This after I already gave RBFCU a second chance because one of their agents "did me a favor and let me use my cards in California" even though I had put it on hold for fraudulent charges the week prior AND I was working in Texas at the time. And they argued with me about that for about 2 years and refused to give me the money back as "the charges were above what they were permitted to give back" to me. And the headquarters refused to call me back about it in two years. read more

this bank is the worse ever... the offer thing they can not afford as a not accredited business it's a joke. they still stealing money from people and myself. i had previously write a review and got a call from thomas asking me to call him back to see if they can help me. we'll he never answered my call back. it's disgusting the way this bank steals money from people and pretends that they care by having people calling and leaving vm like they really care. they don't care they are full of s... they take your money and on top of that they have horrible service the worse ever they need to be shut down!!!! if you appreciate your money dont take it here!! im going today in person and they are gonna hear me!!! im tired of their bs i can't wait for them to beshut down!!! don't open an account here!!! dont trust them!!!! horrible, unexpearenced and absolutely u professional people working here and they steal from you!!!! i would post a screen shot of account if i could so people can see what im talking about. please don't go to this bank!! dont let them fool you with their free checking account is a joke abd a trap!!! please love yourself and dont do it!!! read more

This is the worst bank that you could possibly have. Be careful with your account. I had money I And accidentally authorized a charge not knowing how much I had then they charged me overdraft fees. For money that I had in there in the first place. I would not bank here , recommended to go elsewhere for sure. It was very upsetting that they did not even try to help. I've had better experiences with capital one. read more

I cannot say enough good about this Credit Union!! I have been with them since the late 90s. They truly do business based on a "relationship" and not black and white issues!! Because of divorce and a wife that left me in a bad situation I didn't believe I'd get a loan for a truck. I provided what I will call the "behind the scene" information where she is responsible for debt that appeared on my credit report and they didn't hesitate...I got the loan and they gave me a great interest rate. Actually, I could go on and on about the things they have done and how great they are.....let's just summarize by saying you can not go wrong joining this fine organization (and no...I don't work there or know anyone that does) read more

I've banked with RBFCU since I moved to Austin a few years ago. I opened it as a just in case account so I would have a local bank for things like depositing small checks and getting cash, but with the amazing customer service, I now use it as my primary bank. The customer service, free rewards program, and easy iphone app are awesome. read more

I sold my car and had to deposit a check for 29k so I went to their online deposit app but to my dismay it had a 5k deposit limit. I was going to have a friend drop off the deposit (remember I sold my car) and I called them to make sure that was ok. The bank employee actually suggested if it would be easier for me they could just raise the online deposit limit! The bank also asked if i needed the funds today and cleared them for use immediately. Actual great service from a fairly large bank, I'm amazed. read more

My wife and I tried to get our first home loan through RBFCU. We bank with them and know that credit unions typically have the lowest rates. We sent our contract receipt in 6 weeks before the set closing date. After multiple calls and emails to both our loan officer and his superiors, we could barely get one response per week and none of them showed any signs of progress. Took three weeks to get our initial contract from them which should've only taken days. Clearly showing that they did not do anything with our information for weeks. They then told us that there was no possible way to be prepared to close in time and that us "giving them only 3 weeks" was never going to happen in the first place. We gave you double that! Lost the house and have to start all over again. We will not be using them next time around. Also moving our checking and savings somewhere that cares about helping their customers. read more

So beware and do not trust any auto loan payoff quotes. I got a quote from Silvia then after sending a check for the amount quoted before the due date I get a call from Dawn saying they deposited the check but the amount was short $85. So they asked me to send more than quoted. Even talked to supervisor who denied any help with their employee mistake. Bad business. read more

Don't refinance (lease buyout in this case) your car online unless you want an experience similar to buying a house. We have been mired in back and forth emails, multiple phone calls, and document requests. It's been ten friggin days already. I called today and said "What do we need to close this?" "It all looks good, have your wife call and request a PIN for docusign, will close today". My wife has been on the phone for an hour with a clueless individual who is re-re-re-re-re-re-re-reviewing the loan app. One with an 840 FICO at that. Audi has no issue with their end RBFCU is a hot mess. If they drag their feet too much longer, we'll have to make a payment. Then RBFCU will have us get a THIRD Payoff quote. We have NEVER had a lending experience be so drawn out and difficult. I get the whole pandemic and remote business but, give me a break. The two stars are for the great terms and APR. If not for that, we would have walked from this process days ago. read more

Everytime I call or come in I am treated with great customer service. I've been in or called at least a dozen time and each time they do better and better. They have helped me with a great car loan interest rate and their app is very convenient and easy to use. read more

Worst service ever from anybody. They will take your money and not Give you any support. Three months for a claim and they keep saying I never filled a claim after online and in he branch location. Don't use his credit union unless want a headache. I am hiring a lawyer. read more

I do not recommend Randoph Brooks Federal Credit Union. They refuse to close accounts when asked and I consider their business ethics questionalble. Larry read more

We are a very small family business and sold a vehicle to a young man who used RBFCU as his lender. We processed the required title application transfer for him the day of his purchase and sent the information to RBFCU. Even after contacting them to let them know the paperwork was coming, we were given an email to send the information to. Called them the following day to verify funds would be sent out and they claim to not have received the documents. We verified the email and resent (to the same email) and faxed. Called the third day to find out that they gave me the wrong email and whoever got the original email (twice) did not forward to the right person. We have now been told that the original 24 to 48 hours processing could take 72 hours. They will not allow us to come pick up a check and will not accept responsibility for the time it has taken to process payment back to us. They refuse to send funding but I'm sure that if the customer is late on their payment to them, they sing a different tune. Never want to do business with this company again, Not small business friendly. read more

This bank is horrible. I just got off the phone with customer service after being laughed and mocked at, and they did not even attempt to keep us as a customer. They are very sneaky with their courtesy fees and will double charge you. And when you ask to have the overdraft protection taken off your account they argue with you and refuse to do it. I would not recommend this bank to my worst enemy. read more

We used to love Randolph Brooks. We have been customers for 26 years. Their customer service used to be the best. They were friendly, helpful, and acted like they really appreciated our business. We are good customers. Taken out mortgage loans, checking and savings accounts, car loans, etc. In the last few years their customer service is like many other big banks. Rates aren't even that competitive anymore. They seem cold and uncaring and make many mistakes. Don't think they are handling the population growth in this area well at all. Of course some departments are great. Master Card pretty good. The IRA department is very good. Lending and regular banking services, checking, savings etc. Terrible. Last time we bought a house - a year ago the lending department was terrible - took weeks to get back to us and then denied the loan with sufficient income and an 800+ credit score. Went to another bank - no problem - approved immediately and better rates. I would say plenty of competition out there. Find someone else. So sad. read more

This review is not associated with a particular branch, just in general. I recently made a transfer request from PayPal for $18.00 from my Ebay savings account at RBFCU. I had a balance of 18.90 at the time, which I purposely keep to a minimum due to it being an account I wire transfer funds into worldwide. The transfer was declined for insufficient funds, and charged the account a $24 fee. I called and spoke to a supervisor who told me that when they changed computers awhile back that my original checking and savings accounts(25 years ago) were primary now for my wife not me. When I opened my Ebay account(4 years ago) that became my primary account and it had to have at least $1. So I asked why did I not get a courtesy call or something so that I could avoid being charged $24 for a .10 cent difference. The supervisor just reread the policy to me without any apparent concern for my obviously aggravated state. They are NOT what they used to be. My mortgage is over in a couple of years, then I will look for a small local bank that has my back. read more

BEWARE of the FEES! I moved to RBFCU because I heard they protected members from excessive and unnecessary fees. I have been banking with them for several months. Then I opened my recent statement and got a BIG surprise...over $600 in "COURTESY FEE" charges. I called to complain and the manager "graciously" offered to refund half of a portion of the fees. Any other bank or credit union would have refunded those fees as a courtesy to keep the customer from leaving. I promptly closed the account and went back to Security Service. read more

I have banked with RBFCU for the last 24 years. We have had several loans with them that have taken priority to be paid 1st over everyone else specifically because this is where we park our money. We have re-financed loans from other banks to RBFCU specifically because this is who we have banked with for decades. The customer service within the last few years has become horrendous. One of our accounts (the account I use to pay bills) was unjustly charged SIX overdraft fees at $24 each to total $144. I HAVE SCREENSHOTS of the account from the account that show I had the money in the account BEFORE the charges went through. I keep JUST enough in that account to cover the automatic withdrawals and online payments made through this account. I spoke with a representative and then asked for a manager who pretty much told me that they see something different on the bank end from what we see as members. If that was the case I would have transferred money sooner. Why would the bank use different math on their end then the ledger we see online? I found an answer online. A quick google search of "RBFCU overdraft fee ripoff" I found that a lot of banks use the overdraft fees to make enormous amounts of money. We moved a loan from Chase Bank for this exact same type of thing. They would put the charges in a certain order (largest charge 1st) in order to make more money off of the unsuspecting member, who had no recourse other than to pay the fee since the bank just sucks it out of the account. I also searched "RBFCU class action lawsuit" and found that there was a lawsuit against RBFCU regarding the fuzzy math they use and the fact that they hide it on their end in order to make more money of the fees I find this to be dishonest and the fact that I was so easily dismissed disappointing and discouraging. I'm not rich and my family (we have 4 kids and my wife is between jobs) needed that money for gas and food. Over the course of the next few months we will be making a transition over to Security Service Federal Credit Union (who I have a vehicle loan through, which we will not be refinancing through RBFCU after all) who has treated me well so far. ALSO, I have a small contracting business and have brought several new members to this bank. When they need materials I offer the option, IF they open an RBFCU account I can transfer money they need for materials instead of having to travel to me to get cash/check. These guys (3-5 of them) will either have to go with me to SSFCU or they will have to start getting material money from me in person. I am just very disappointed in all of this since this is a bank account I have had since I was 15 years old. read more

I have been with RBFCU since 1979 and had never had an issue. Today I am closing my account after all these years. They have gone downhill and have lost the human touch they once had. It is all about money and to see where they can zap you with more fees. I incurred 3 insufficient fund fees today at a total of $72 when there was plenty of money to cover. I even went at lunch and deposited an additional amount to ensure no insufficient fund fees were taken since Sallie Mae (Navient) decided all of a sudden to change their collection date 10 days early. Of course, this is not RBFCU's fault but when the assault from Sallie Mae was noticed I got in on time to cover the amount however RBFCU still charged a 3rd time for insufficient funds on the same day. It is ridiculous. I will never again bank with them and will tell everyone on base to beware of this institution. I'm going straight to Navy Federal. read more

I have been with RBFCU for over 20 years, and it time to leave. What is so sad is that RBFCU was awesome for the first 15 years. Then I began to notice little problems would arise every once in a while. What finally brook the straw was when I had a problem making a funds transfer transaction. The transaction was very time sensitive. The receiving party contacted me and explained the transaction was short of funds. I called and had to wait the usual 12 minutes before an agent was able to speak to me but in RBFCU fine service tradition this person could not help me with my problem. I was transferred and had to wait again. Finally I was able to speak directly to the person that I had spoken with to arranged the original transfer action. The first time I spoke with this person they seemed very nice and to wanted to be helpful. This second conversation was not even professional. In fact they actually lied to me on the phone. I then spoke with the persons supervisor and she had lied to the supervisor. I am still considering legal action against RBFCU, but only after I close my account. It is so sad that RBFCU has gone from great to horrible and unprofessional. read more