The corporate office told me today. "per our legal team, we are not allowed to recognize State Nationals, according to the Patriot Act." That's twice, I was denied in one day to have my accounts reflect the same status as my Passport card/Book. This is VERY concerning, and has been relayed in detail to Members Trust Company Ceo Kenneth Lako. He will ideally help me file a complaint with Securities to all the Constitutional Violations. You can't discriminate against someone's Status to deny services or processes. You also may not refuse Notarized documentation due to Discrimination of Status. The fines for this is astronomical and Chris O'connor should be aware..he will be named Specifically in Securities Complaint. Terrible process to get in touch with anyone who creates accountability. Justin at Corporate, Anna at Allen branch quoting misinformation from her Regional management. The entire McKinney Texas location, minus 1 person not there at the time. You should all be ashamed. Freedom is a right, and I am fighting for yours as well as mine. Now that I know legal is perpetuating this information to the employees, the accountability falls onto the Board of Directors. We are not terrorists. Bill of Exchange Act is in place and most are not aware. You are creditors/not debtors. Ask your legislators. You can't be denied credit according to treasury act 16 part 2. Federal reserve notes can't be used to pay bills. Only your signature, gold/silver/money orders. Check your bills. Endorse like a check and submit to your bank. No $$ needed. They all have processes to exchange negotiable instruments. Ask them... then, ask how they get paid? They will tell you, by your acct. why is your bills positive? Bombard..RBFCU with these questions. Financial Freedom from just a few questions. read more

So I had bad experience with both rep on the phone and in office plus manager due to me trying to check in a money order that I lost a while back had me go to the branch keep in mind I live in a Rural area everything around me is 20 to 30 minutes drive the rep said to go at the branch in which I told her I was going to cash in the MO arrive the teller said I couldn't cash it in and that there was no note on my aacount when I told the rep on the phone to put everything in the notes was not put in will dedinately not recommend ....SMH read more

Switch to Bank promoted by Jennifer Garner, they don't charge insufficient funds fees.. Customer for 15 years, sick of horrible customer service and arrogant response on fees. Just got charged $48 insufficient funds fees without any notice or warning... when funds were available in saving accounts..Do RBFCU a favor switch to financial institution has better customer service and not a ripoff of a bank.. I have written to CEO how his insufficient funds fees impact seniors and low fixed income families with "0" response.. CEO does not care. I am sure will get a template responses.. Contact RBFCU maze and maybe just maybe might get a response not necessarily a solution read more

I was an employee there for over three years. There were ups and downs just like any other job. But at the end of the day it is a great company. read more

Their call center service is horrible I was charged 3 courtesy pay fees that are $24 each totaling in $72 they took from my account. When I called back to explain that the app didn't show any pending transactions they didn't care and brushed me off.the 2 reps on the line one of which was a supervisor was very rude. And when i asked about closing the account thw supervisor scoffed before giving me the info. Never banking with them again . read more

If you're a member of the armed forces get a different bank, these people will not fund a vehicle loan outside their little bubble of the great state of Texas, they insist the dealership register the vehicle first before they send payment?!... It took them a week to figure this out. They finally tell me today that it's a no-go because "they do not do business with the dealer". Total incompetence, and lack of work knowledge. Oh and if they tell you they'll get back to you later that day or in a few hours, they won't. No stars, great job guys! read more

Horrible credit union. No way would I ever use them again for a car loan or anything else. STAY AWAY, FAR AWAY.

I cashapp 500$ out of my account every single month, they randomly decide that a few occasions are "fraudulent" then even after i inform them that they aren't they freeze my card. I am sick of this happening, this bank is constantly screwing up my accounts. read more

I've been with RBFCU for nine years. It seems that customer service has now degraded to the point where you can no longer even get someone on the phone. My most recent problem occurred when I could no longer print copies of checks that have cleared my account using their web site. This feature is important to me because I use the printed copies to keep business records. The checks I am interested in printing cleared my account more than two weeks ago. Since I cannot simply call customer service, I am left with having to leave messages for customer service via the web site. After waiting a day, I have been told that opposed to simply e-mailing copies of the checks in question they must issue a request to their records department and that it could take up to 7-10 days. It seems as though they have taken the simple web site feature of printing a check and turned it into rocket science. At this point I am compelled to search for a banking institution that better meets my needs and also provides viable customer service. I simply refuse to put up with the type of abysmal customer service that currently exists at RBFCU. read more

I want to take this opportunity to express how much my wife and I appreciate the team of Stephanie, Jermain, Cami, and Kathy at the Keller, Texas Branch. What a great team. They all made our experience very pleasing. They made the entire process of opening our membership with RBFCU! We also was approved for a vehicle loan and offer the best rates and terms. The team Keller hooked us up with Kim in lending out of Austin, Texas. She worked very hard to complete the process and it took one day to get our new vehicle. This all started a week ago with my first contact from Corporate in San Antonio. I highly recommend that you look into opening an account with RBFCU in the future! Thank all you for the great experience! Papa Jake and Virginia Squibbs read more

Worst bank / credit union ever! If I could rate it less than 0 I would. They list of how they've performed against baking laws is long. They are absolutely the worst. GO ANYWHERE ELSE - your mattress leaves you less exposed! This is the worst product / company. They do not deserve the respect we give them! read more

Horrible credit union. They have no empathy especially during COVID. I DO NOT RECOMMEND AT ALL. Also every location I have visited has horrible service and the ATMs always seem to be down. read more

I have been treated with nothing but top notch customer service since I joined RBFCU in Corpus Christi. So far I have had no issues with them. They go above and beyond the call to resolve any questions that I might have or problems I might encounter. I plan to stay with them a very long time. read more

For two days in a row, I have been put on hold for greater than 30 minutes. Yesterday, July 6, I was on hold for 32 mins. Today, I have now been on hold for 53:50 as of the writing of this review. How can you expect to keep clients with such horrible hold times?! Do NOT bank with these people if you value speaking to an actual person! I am seriously contemplating closing my accounts now. read more

After dealing with a non-member oriented US bank who were more concerned with their own executive's shares value, I decided to switch over to Randolph Brooks Federal Credit Union for all my vehicles loans. I truly appreciate the professional manner which Christopher helped me with questions about my loans. He was able to reassure me of my current low interest rate, and explained the fair and competitive credit rating qualification process which RBFCU utilizes. I am glad to have transferred my loans to RFBFCU. I will continue to use RBFCU as my local bank and preferred lender on all future loans and credit products. Thanks RBFCU!!! read more

I've been a member of RBFCU for over 5 years but over time their customers service has continued to get worse. This past January someone went to a Branch used a stolen DL and was able to withdraw money from one of my accounts. 3 months have gone by and no one has been able to resolve my case. I filed a claim with fraud as soon as this occurred called their customer service to let them know what happened and did everything they asked for me to do. I myself have to call to get updates on my case because a phone call is never returned even though I am promised one. And every time I do call no one know what I am talking about. I understand I am not the only member they deal with but I would assume notes are written on the accounts when a member calls. I am a very upset member at this point I always get the run around and never a clear answer no one know what is going on. read more

Terrible bill pay. They paid my mortgage twice and it took over a month to get fixed. They said it was my fault and charged me fee after fee. Then kept resending the mortgage payment. I have deleted my bill pay and will shop for a new bank. read more

Had a terrible mortgage loan officer, the communication was terrible. He gave us time to gather what was needed but we received a notice before that deadline that we did not provide it in time. Most of the time wasted was on us waiting for his response. Absolutely terrible service. read more

I'm very upset I've been a customer of yours for years 30 some odd years I called yesterday to stop payment on capital one credit cards two of them that I made I went online with their company and I made the mistake of the amount of money I called the company Capital One they said it was already processing I had to call my bank to stop it I call my bank you guys charged me $24 for the stop payment fee then claim that in the disclosure you let me know that it may go through well that's stupid I would never of done stop payment fee A bank shouldn't do that you should either stop the payment and charge the fee if you can't stop the payment then there should be no fee on line I did not see my capital one payment so I thought you could stop it but obviously even though it doesn't show on my end it's going through which is bad banking business because online it did not show the Capital One the gentleman told me it would happen it would be a stop payment today you guys let it go through and charge me the one time fee of the stop payment fee I'm very upset neither one of you large corporations want to help me all I wanted to do was to lower my payment now I'm gonna have an NSF fee again with you my bank and you don't care how long I've been with you you don't care about anything when it comes to my account or me you guys of always been difficult to deal with I don't know why I've stayed with you as long as I did and I may not I may cancel all my accounts and go else where My Adult Children even have an account with you guys because of me I'm gonna be letting them now too so that they can cancel and go elsewhere Don't use RBFCU BC THEY DON'T CARE ABOUT THEIR CUSTOMERS!! read more

They were a great institution when I started with them 30 years ago. NOW, they constantly put my deposits in the wrong accounts (once I transferred $30,000 and it ended up in someone else's account), after securing a loan, they deposited it in the wrong account and on several other ocassions I had to search to find where they put my money. When I mistakenly deposited money in the wring account they charged me $48. Taking out a loan was a long, arduous process, no one seemed to have all the facts about what they actually needed from me or my next step was, I traveled hundreds of miles to deliver paperwork they kept forgetting to tell me I needed. COMPLAINTS TO CUSTOMER SERVICE ARE NOT HANDLED WELL, they tend to talk over you to try to shut you up. Avoid this place! Any big bank is better than RBFCU. They used to be a small friendly bank, now they're too big for their britches read more

Went and got pre-approved for a vehicle loan, thought everything would go smooth. But when we found that Hyundai North was "dealer direct" the call rep said got an attitude and said there was nothing she could do. I asked what the point of being pre-approved was if I have to fill out another finance application and get credit pulled? Every time I get someone in the loan department they have an attitude. Don't know if they're overworked or it's just common at this San Antonio location. First Eduardo and then Ashley, they turned us off to this credit union. Edit: We asked for a pre-approval letter and were told we would get one by email, never received it. We called to see what happened, said they don't give out letters, just give out your application number. Every time you call you get a new answer. read more

You don't answer your phone!!!! How can I set up my debit card if you don't answer your phone!!! Not impressed a real bad start to banking with you!!! My wife opened a joint account and guess what the card you sent me isn't on the account and you won't answer your phone. I'm shreddlong the card and not putting a penny into the account read more

I opened a business checking account 8 plus years ago... I ran A LOT of money in and out of that bank... I had scam artist make 2 unauthorized withdraws back to back totaling $5000... I called the bank and was told there's nothing they can do about it because business accounts have 2 days to dispute charges... I told the lady it was literally less than an hour outside of the timeframe... She didn't care, her manager didn't care, and I'm out $5000... They advertised that they are insured, good luck getting them to pay if someone steals from you... I also asked why their fraud protection department didn't notify me when they saw someone repeatedly hitting my account, "we're not set up for that"... WORST BANK EVER, your money would be safer in your mattress... read more

I got involved with RBFCU because they had great auto loan rates and the service was decent in the beginning. But something has changed and this credit union has been steadingly going downhill for the last couple of years. The people are still friendly but unfortunately their hands are tied by an unorganized, archaic, and inefficient system. If you are doing anything more complicated than depositing money or making a payment (and even that isn't great), I can guarantee you that you will have much of your time wasted, get incorrect answers, have mistakes made, and just in general, suffer frequent stress and frustration. This company just does not have their act together and they don't even have the competitive rates anymore. Save yourself a lot of headache and look elsewhere. read more

Horrible customer service. Be careful about setting up your bill pay, if you forget to pick a date, they will charge you for fees that you never knew existed read more

I used to love banking with RBFCU. NOT ANY MORE! Yesterday RBFCU called me and asked a lot of personal questions about some wire transfers I made to help a friend who had (and might still have) cancer. PERSONAL questions about our relationship. Then this 'bank" informed me that because they thought it was "suspicious," they would no longer allow me to do any more wire transfers of MY MONEY!!!! They said they were doing it to "protect me." I never consented to this or to their insultingly patronizing attitude. And the worst part is my friend may not have enough money to survive her battle with cancer. I told them this and they DID NOT CARE! NEVER do business with Randolph Brooks Credit Union. ZERO stars! read more

I have been a loyal member of RBFCU for about 10 years I have never not once overdrafted on my account. I made a mistake of transferring my savings into my money market not knowing that it wouldn't cover any overdraft fees. RBFCU let me overdraft 19 times without a text call email or letter when I finally caught onto the charges I went into a branch they told me they could not refund me not even one of the overdraft fees I called and spoke to two employees and three different managers who also said there was nothing that they could do. I have more than enough money in 2 other accounts to cover the entire amounts overdrawn x 30. The fact that they would not give me a one time courtesy in the 10 years that I have been loyal to them as a credit union is beyond me. I am a small business owner who got shut down temporarily by Covid never received any unemployment or any kind of benefits and the credit union who I raved so much about won't give me a one time courtesy refund. I feel robbed of my hard earned money. Idc how much it is it's the principle. Worst Credit Union Ever!!!!! read more

Came here to visit my mother-in-law, and WOW! From nap rooms, to multiple gaming rooms, a Starbucks cafe, and an entire cafeteria, man I want to work at RBFCU HQ! read more

I opened my account with RBFCU about 4 years ago to get away from Wells Fargo and into a credit union for a more personable banking experience versus a big corporate conglomerate. All has been well until now. I very rarely have had to call customer service nor do I very rarely have to go into one of their banking locations. I manage to do everything electronically through debit card means or ACH transactions. On Tuesday I requested Synchrony Bank to transfer 100K out of one of my accounts with RBFCU but somehow requested it out of my savings and not my checking where the bulk of my money was currently sitting. The next day I got an email from Synchrony letting me know that the transfer request was rejected. At that time I noticed that they were trying to transfer from my savings and not my checking. I did what I needed to do with Synchrony to correct the problem and immediately transferred the money from checking to savings with RBFCU. Today Synchrony successfully transferred the money from the original request but upon further review I noticed that RBFCU charged me two fees of $24.00 each. I reviewed their courtesy pay guidelines which states that if not enough funds in the checking then they would transfer for free from the savings to cover any withdrawal request. Well this is similar but would have needed courtesy pay from checking to savings which was not offered and then charged two fees as I had requested 75K then 25K so was actually two transfer requests. At this time I decided to call RBFCU customer service for the first time in years to request the $48.00 in fees be refunded as the money was in their bank and only an error when I setup the transfer to come out of the savings instead of the checking. The customer service representative was very friendly but had to get with a supervisor and then I was told that they could not refund the fees. I then requested to speak with that supervisor or any supervisor and basically told that they do not issue refunds of those fees except in certain cases and my case would not be one of them. I still have 50K in their bank and advised that I could just take those funds to another bank and that supervisor said that was fine. So, first thing in the morning I will go to the bank closest to my house and make an attempt to speak with the branch manager but am prepared to withdraw and move my funds to another bank because of this treatment. The money was in their bank and I personally feel that the supervisor could have refund the fees but he'd rather have me take 50K out of their bank instead of credit the fees....even as a courtesy. He told me they don't do courtesy credit of fees. Even at Wells Fargo if you hadn't requested a refund of fees charged before even if it was your fault they would still give a one-time courtesy credit. read more

***Public Service Announcement:ZERO STARS WAS NOT AN OPTION*** My husband and I would never recommend that anyone be subjected to a direct threat to their monetary assets, and this would be the first bank in our 30+ years of banking that has failed to provide their consumers with adequate protection. WORST customer service EVER! I called tonight regarding a concern for fraudulent activity. No one HELPFUL is available to assist after hours. We were able to get in contact with an "after hours representative," but multiple times she continued to read from a script and never once gave any assistance outside of "call your local bank in the morning during normal business hours." Meanwhile, as hours pass tonight and we are sleeping, we are supposed to feel confident that our money is safe?! Absolutely not! We scoured the website for almost 30min just to realize that there is NO emergency number to call. Two minutes after receiving our third RBFCU alert text, we sent and email as well as called the credit card fraud department (the ONLY after hours number available until 1am). We then spent over 20 minutes on the phone with absolutely no resolve nor any recommendation on how to resolve our concerns, at which point we attempted to escalate to a supervisor. The rep came back to the phone only to report that we could not speak to the supervisor at this time as he was on a call, but would happily return our call in approx 30 minutes. ARE YOU KIDDING ME?! Rest assured, if the hacker was not able to access our accounts, they sure have by now. Due to the unforeseen negligence of this credit union, we will be closing all accounts first thing in the morning, to secure whatever monies we find remaining in our accounts. read more

Terrible... the worst experience I've ever had!  Have applied for a land purchase loan on June 18th (Friday), but they received my application on June 21st (Monday), which is fine. I expected to get a pre-approved letter in about 2-3... okey, 5 days, which is normal for other banks.  All the documents I've been asked to upload were uploaded once I got an access to a borrower portal. At the end of the week (Friday 25th) I called the assigned loan officer (Christina Ha) and left her a voice mail and also sent an Email to her with a friendly reminder that I do exist and am waiting for some information or questions, if she has any... but haven't got any response.  On Monday, June 28th I  called the bank loan department and was told that they have high demand for loans and Christina Ha will reach me out in a couple days, but... she didn't.  I made an attempt and called Christina, it was Friday July 2nd. Surprisingly, she picked up the phone. I've explained her who I am and that two weeks were gone already but nothing has happened. She apologized and told me again about high demand, bla, bla, bla... She got all my answers to all of her questions and said that she will put me first in line, because I was waiting for a long time and all the information has been sent to the underwriter, but she reminded me that today is Friday and they will get it only on Monday.  At the end of the day I got a phone call from her and she confirmed that the underwriter got it on the same day, Friday July 2nd, and said that they need 2-3 business days to review it, and they will reach out to me on Tuesday or Wednesday (July 6th or 7th)... nothing again!  Called Christina on Thursday (July 8th), but she said it's gonna take 5-7 more business days to review the application by the underwriter and she never told me about 2-3 days!!!  After that I've called the bank loan department and asked to talk to a supervisor. His name is Freddy or Franky... don't remember,  but they are all on the same page and nobody cares!   Of course nobody contacted me after 7 days! So, I gave up! But was curious if anybody will ever contact me.  And they did it on July 21st!!! AFTER A MONTH SINCE THEY GOT MY APPLICATION!!! ALL GOOD PIECES OF LAND WERE SOLD IN THE DESIRED AREA!!!  So, I got a hard pull of my credit score, but haven't got a PRE-APPROVED LETTER after 1 month!!!  Good job! Applause! Unacceptable service!!! read more

I dislike some of their passive aggressive employees. So much trouble to cash a check. AND my account s at their bank. Avoid that man Shane.

HORRIBLE. Stay away from this bank. I've been a member for over 10 years and this bank used to be good. Now they pray on customers with fees and their customer service has gone to crap. I had fraud on my account and called and opened a new account. They wouldn't close the old account because of a waiting period. After the conversation I was led to believe I did not need to do anything else and that my card had been cancelled and courtesy pay turned off. I could call and cancel my account at a letter date. I noticed on April 5 that I had been charged NSF fees in that account for something that tried to go through. I messaged them several times. They did say I had to call them to discuss the charges. In the past they would accept customer messages. It is hard to call them because the calls are SO long and I have a life.... all of the sudden several other charges were going through and being "retried" leading to almost $300 in charges. I called and spend almost 2 hours on the phone and they refused to give me my money back. I was given false information and they basically stole money from me. I will be switching banks. read more

I've been a member of RBFCU for years now and have had nothing but good things to say but not anymore. I closed one of my checking accounts with yall weeks ago (and I know this for a fact because I was on hold for 1.5 hours before I actually got to speak with someone) and surprise there was a $0.28 credit to my account last week which opened the checking account back up without my knowledge or permission. There was then some unauthorized transactions that put the account in the negative (there was no money in it because the damn account was CLOSED) and so I got hit with insuffiencent fund fees that cannot be waived for some reason even though my account was supposed to be closed!!!! Y'all are nothing but crooks I hope you are ashamed of yourselves!!!! I'm closing ALL of my RBFCU accounts and taking my business elsewhere. read more

Terrible customer service. I haven't been with the bank long but it has already been the worst experience I've ever had with a bank. The customer support team on the phone is extremely rude and unprofessional. I talked to Marshall who said he was a supervisor. I had an issue where I had an overdraft fee. I wasn't notified about this until the next day when I received an email. So I took quick action and added the funds to my account. I was only short $8 and so I called to ask if the fee could be waived as I hadn't had this happen before. The RBFCU website states that the fee can be reversed at their discretion which is why I called. The first person I talked to, Paul, said he would check with a supervisor as they have the final say on this. That's when I was connected to Marshal who was very condescending and rude. Wouldn't really look into this matter. He just kept pointing out that this was my fault and that's why he wasn't going to do anything about it. I asked him if he could take my situation into account as the website states that they could reverse it but he said "point in case" he couldn't because of my user error. Which I understand but his time was very condescending and unprofessional. Again the worst experience I have ever had with a bank who was so unwilling to listen and help their customer. Instead they prefer to make us feel worse. It's like a previous rep I talked to on the phone told me "well we don't work like other banks!" Those we're her exact words. read more

I've been a member with them for years. Never had a problem. Never had a NSF, nothing. I miscalculated and two bills went through, which created a NSF. They could clearly see I had the funds in other accounts. They decided not to pay it and let it go through twice. Charged me $96 for a single miscalculation. Refused to refund the fees. Told me I had till the end of the day it occurred to make it right. I explained I was out of town, as it was a holiday so I wasn't even checking my account. They still refused. I will never do business with them again. I'm definitely moving my loan and all my accounts elsewhere, so how much money are they loosing in interest as opposed to refunding a fee that isn't costing them anything? Fools!!! You learn something new every day and after all of my years of being a great client of theirs, they are so greedy and short sided so as to loose it all over $96. Find a bank that is reasonable and better yet...one that doesn't have NSF fees. There are plenty of them, I've checked. read more

I am sad to announce that after being a loyal costumer for over 10 years,I recently submitted an application for a business loan in which they required 35% down payment, that led me to take my business to another bank that only required 20%. I have no choice but to grow my business by making this finical institution my primary bank. Thank You, Arsalan Doraji read more

I have had a poor experience going through their mortgage process as you can tell that processing and underwriting do not work together to serve the customer. Mortgage processing seems scared of upsetting the underwriting department. They don't seem to have a checklist of items needed as I was asked for documents last minute that should have been requested from the beginning and now I have a delayed closing. They are more focused on their internal department and way of doing things than the impact to the customer and customer service experience. read more

I wish ZERO stars was an option. These idiots issued a credit card to someone in my name via an online application. (How is that even possible? No signature? No photo ID?) The thief charged over $5,000!! They said they had closed the account (along with a checking/savings that they had also opened), but even after jumping through all the hoops (police report, FTC Identity Theft Report, alerts I put out for the credit reporting agencies), they told the credit bureaus that the card was legit and my responsibility! I've called dozens of times, am always put on hold, and when I leave messages they never return my calls. This has been going on for months. Thanks to them, my credit score has dropped OVER 200 POINTS! Who knows, maybe it was one of their own employees who committed the fraud. Whatever you do, DON'T LET THESE IDIOTS GET ANY OF YOUR INFO, or you'll end up with ruined credit that you'll never be able to repair! read more

your just a number at RBFCU.. I APPLIED FOR a small trailer loan my credit score is 720, they denied it because my income is low, what they didn't consider is my income is tax free veteran disability rate of 100%, they don work for veterans. and the loan department is not reachable to the under writer to explain your situation, most credit unions have a loan rep that stays with you for the entire loan process, RBFCU IS A JOKE , i AM CLOSING MY ACCOUNT DOWN AND YOU SHOULD DO THE SAME read more