I have used Randolph Brooks for personal and business accounts since we moved to san antonio 10 years ago and I have never had a bad experience.Even getting car loans was no hassle.Love this bank! read more

RBFCU is horrible! My young son got his bank account hacked because of their failure to protect their customers and now they are not going to help him at all! read more

Don't bank on it! Service is Really Slow! I attempted to open a business account. After waiting 30 minutes to speak with someone (through a tv screen) I was told I had a charge off from a previous account. The lady WOULD NOT give me any details at all and instead kept repeating that I would "have to settle it with Asset Protection." I was expecting FBI agents to rush in any minute. It turns out it was a $5 charge with a $5 fee. Charged to the account AFTER it was closed ! Settled it, then was told one of my documents wasn't acceptable. A total of 3 hours passed. I returned the following week and was told wait time would be up to an hour. Despite the account being set up and was only pending documents. ULTIMATELY, I asked to schedule an appointment. Are you ready for this! The next available appointment was in 10 days!!! {Going with IBC. Called and phone was answered by a real person. Asked when I wanted to schedule and sent me an email with all the info.} Good job IBC Bank read more

I have been banking with Randolph brooks for about 4 years. I usually use the branch on base at Randolph. The bank closes at 4pm which is a little inconvenient to most working families. That work 8 - 5pm. We would never make it to the bank. We tried to go to the bank Saturday and they were closed. It was not even a holiday. They said they would be open Saturdays till 4pm. I guess they took a 3 day weekend holiday. The drive thru is open till 6pm. I just wasted an hour and a half of my life sitting in the car waiting for drive thru to process my transaction. It took an hour and 15 min to get to where the tubes are located. Took another 15 min to process my transactions. Never saw a teller or heard a thank you from the teller. It is time to look for a new bank. I just wasted gas and time going through the drive thru teller. Either RBFCU need to get it right and have longer lobby hours or they need more tellers processing 9 drive thru windows. It seems like only 2 tellers were running 9 windows of members. I got to RBFCU at 5pm and there were 4 cars in front of me. I did not leave RBFCU until 6:30 pm. Yes an hour and a half. If you like service try finding another bank that has better hours and faster service. This is not a bank for you unless your just an atm type of person. read more

They are unable to stop my emails about statements, otherwise I'll get paper statements. Unsafe for my travels to have statements sitting in my mailbox. I don't want my emails full of rbfcu info either. I just want to check when I want to. It's like I'm being set up to be kidnapped or hacked. Very unhappy! I would be glad to change the rating if this easily correctable issue is taken care of, but so far I spoke with employees not interested in ratings. read more

**THIS HAPPENED IN DECEMBER 2016** Let me be clear....If I were reviewing the Kerrville branch I would be asking for another star...It deserves 6! They treat me like I am special for just being their member and the company could learn a thing or two from them when it comes to customer service! By the way I took the same documents (mentioned below) with a letter a from my lawyer in January. I told them what had happened at the Live Oak branch and after speaking to main office in San Antonio, I was able to accomplish all I needed to do in 20 minutes. They were extremely apologetic about the entire thing in Live Oak. This one on Converse in Live Oak is so bad I totally understand the need for a security guard and fence closure at the entrance and inside the bank area. The entry feels like a prison area with all the security. You even have to show your picture ID to get any type of help. When you f I n a l l y do get someone to call your name they treat you like they are doing you a great favor, and I mean a huge favor by seeing you. Even the lady who said she was the one in charge was rude, and evasive. I was there to simply close my son's account, ( He has a traumatic brain injury, which I explained to them.) I had gone to the expense of having a lawyer draw up a power of attorney since I knew that would be needed. Between the would be model, ( in 5 inch heels (who was desperately trying to learn to walk in them) with fake finger nails too long to be handling money) that waited on me..... and her (I know everything) boss who finally decided that I was legal enough to at least pull money out of the account but not close it; the bank was now officially closed. (REALLY?) I had been told to go to the counter (which was closed and locked down with iron bars) and get some of his money! Yeah! What? Yes seriously...The boss soon came back to the front where I was and looked at me like a would be robber or an idiot stand in front of a closed window, and asked if I needed further assistance?? R E A L L Y ?? I stated the obvious and how upset I was about the way I had been treated. She humbly { or was it in fear of reprisal?) went in the back got the money. However they could not release it to me until I had waited on the model to find her notary seal so could sign a legal release and make copies of my legal documents. All of which added another 45 minutes to my lovely trip! read more

I tried to put in the corporate HQ in Universal City and don't know if this is it or not. Buying a new car, with great teaser rate of l.65% was the worst new car loan buying experience of my life. I have been lied to and/or misrepresented to by multiple people and supervisors who don't return phone calls or give me their extensions. As far as the car buying experience is, I went into the Allen branch and they were courteous, respectful and customer service oriented. But rather than just filling out the paperwork on or off the computer at the branch, they had me talk to someone in the loan dept via video phone. After about l5-30 minutes went by, a young male came on, took my information for loan up to $30,000. As I have excellent credit,after more delays it was approved He told me that the interest rate was l.65% and I requested 36 month loan. I then asked him if I could make multiple payments at one time and if the second payment would apply toward the equity and he didn't know. I then asked him if I could get a guarantee in writing or via email that there was no pre payment penalty and said they don't do that but it probably apply. And he's a new car loan rep? He then said if find a car, just give the the blank check good for up to $30,000 and RBFCU would contact me within l5 minutes or within l5 minutes after I left the dealership. A WEEK later, I was contacted that it would be done via email. I called back (it ended being about l0 times), and told them I couldn't open up the file and don't have a fax. I still don't know how I can sign a contract via email. A week or so later, they mailed me a contract for 66 months, not the 36 I had originally requested. So I went back to the Allen branch and again they were polite and helpful, but had me talk to the loan dept via video call as I was getting tired of dealing with the phone system where almost no one took responsibility or apparently wanted to assist me. The young female I dealt with told me that I COULD NOT CHANGE THE 66 MONTH LOAN,just sign it and mail it in. I than asked if I could make multiple payments, and would the equity be lowered. She didn't know and she's a loan expert? I then asked if I could get an email or first class letter guaranteeing I would not be charged a pre payment penalty as I could pay it off as I was extremely frustrated with the loan system. Then to top it off, after many more phone calls, a supposed manager or supervisor with the loan dept said she would mail it out. I don know if the first person I dealt with got a bonus for signing me up for extra months. I came out of this meeting frustrated and tearful. The branch manager offered to help me which I appreciate. Then the 36 month contract was mailed to me, but they HAD CHECKED THE BOX THAT SAID I don't want an itemized printout of payments and equti read more

I love this branch. I come here all of the time, it gets busy, but everyone here is competent and it's in a good location. They remodeled it awhile back and it's very nice. I think it was more for their own benefit to run more efficiently than the customers benefit, but either way they remodeled the outside too and it looks nicer. read more