Complaints

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:12/10/2024

  Type:Service or Repair 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.

  I've been having these problems since 9/1/2024.Fraud department not doing their. I get paid on the 1st but because of fraudulent entries I am always in the red. For instance by the 3rd of this month I'm at ******. It's been like this for months. I had to reopen a brand new account where my S.S. goes after 12 years because of fraud. I've had to take $200 from savings. I had paid off my $250 line of credit and they took that also. I got paid ******* on the 1st and by 5th I have no money. Can't get groceries or anything really. I'm a 70 year old woman who is being abused financially. They owe me $650 worth of fraudulent charges and $250 of insufficient charge fees. I want my $250 line of credit replacement I've called, emailed and been to my Credit Union still all my money is gone. It's just me and I have no where to turn. I'm owed approximately $1500. I've rented this place for 7 years. Because of all of these errors I can't pay my rent this month. Christmas coming and I have no money for gifts. When this gets resolved I'm changing financial institutions.

  

  Business Response

  Date: 12/11/2024

  Redstone Federal Credit Union (RFCU) takes all claims of unauthorized activity seriously and has researched your situation. Thank you for speaking with us today regarding these claims. Per our phone conversation, you will notice a refund of applicable fees as well as provisional credit for the disputed charges issued to your account effective **********. If you need to speak with us further regarding this matter, please reach out to our fraud team at ************ and ask to speak to the Fraud Department.   

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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.

  The bank has not credited our account for late bill payments. We have contacted and gave information multiple times through customer support chat. We have wasted hours or time we can never get back nobody has helped us. They hang up on us in the chat and on the phone, harass and lie to us in email and phone responses, In person at the bank the person maliciously treated us late absolute garbage, tryin to cancel payment of our bill pay check towards our water bill. now for the second month in the row our water bill is late and we have not received compensation for late fees. The emotional distress this causes makes it were we can not live our live out of fear our water is going to be cut off ;because the banks customers service treats us so bad, does nothing to help, lies to us, knowingly tries to make things worse ,waste our time. The woman was so rude she said why can you not drive there and pay it yourself, or call and pay with card, neither which is not an available options, and is very insulting and in a very gaslighting manor very un professional. They take advantage of poor and underprivileged people and laugh and make fun of us to our face

  

  Business Response

  Date: 01/03/2023

  **************,
  
  Thank you sharing your bill pay situation with us. Research was completed on your account. Research indicated the November payment to *************************** using our bill pay provider was set up on 11/22/2022 with a payment date of 11/29/2022 for the amount of $28. Since the bill payment was set up to be received after the water bills due date of 11/25/2022, late fees in the amount of $2.54 were assessed to the account.  The payment to *************************** with a payment date of 12/23/2022 cleared your account on 12/29/2022. 
  
  We have refunded the late fee charged to you for the November payment in the amount of $2.54 as a courtesy. Future payments that are not scheduled to be delivered on time using our bill pay provider will not receive a late fee refunded if occurred. Should you need to make a payment to a company that requires a quicker credit to the account, we suggest contacting the company and making a payment by phone or using their online payment options by using your RFCU debit card or account number a routing number.
  
  Thank you for your continued support of RFCU.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18652773
  
  I am rejecting this response because: that is only 1 of the other 7 late bills reported or more i lost count now

  it does not even cover the time i have wasted trying to communicate these problems to this bank  and other cost to me reported to them.

  and we not received any response or compensation  the other reported problems.

   

  The law suit can not come soon enough to this malicious and fraudulent bank 

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/09/2023

  **************,

  Our team has made multiple attempts to contact you regarding this issue however, we receive messages that your mailbox is full. Our chat team tries to assist when you attempt to contact us however verification of your identity is not able to be completed in these sessions so our chat representatives cannot provide additional assistance.  
  
  We have only been notified of 2 water bills that were accessed late payments due to using our bill pay provider. We opened cases for the November and December 2022 payments and completed research on both payments and the late fees assessed have already been refunded back to your checking account.
  
  You indicated 5 other late fees received due to late payments in your reply.  To resolve these 5 additional late fees, please contact ***, the Manager of our ********************** directly at ************.She will work with you to gather additional information and documentation needed to open cases for each payment. 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18652773
  
  I am rejecting this response because: they are lying our account only received one refund, not including the $5 fee the water company charges because we had to pay twice because the bank bill pay does not work

  It is consistent response from the bank , they keep lying to us and stealing our money and treating us like garbage in person. hope somebody can afford a lawsuit to go after these criminals 

  the other 6 reported late bills have still not been acknowledged,
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/11/2023

  **************, a refund for late fees for your November and December payments were credited to your account on 1/3/2023 for $2.54 and 1/5/2023 for $2.91.  As a courtesy, we have refunded an additional $10.00 today, 1/11/2023 based your reply to our last BBB message stating you were assessed the $5.00 fees by the ******. 
  
  As for the additional late payments mentioned, we have not been notified by you of any other late payments except the November and December 2022 water bills.  Again, to resolve any additional late fee,please contact ***, the Manager of our ********************* at ************.  

  Customer Answer

  Date: 01/12/2023

   
  Better Business Bureau:
  

  ok thank you for the help
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/03/2023

  **************,
  
  Thank you for letting us know you had another late payment to **********************.  Our **** Pay provider mailed the payment on 1/18/2023 to **************************************************; Our **** Pay provider verified the payment arrived late and refunded the late fee back to you checking account on 2/3/2023. We have also refunded the $5.00 fee you received by making your payment with a different method.
  
  Due to your experience with payments arriving to this ****** late we recommend you either set up the payments to arrive 5-7 days before the due date to give the mail a couple extra days to arrive or you use another means to pay your ********************** bill since there is a consistent delay in the mail delivery time for this ******.  Unfortunately, they do not accept electronic payments from our **** Pay provider and we are unable to keep refunding the late fees you are receiving.
  
  You may also consider going to the Water Works of Section & Duttons website.  They do offer a free payment method by providing them your bank account number and routing number. 
  
  If we can be of further assistance, please do not hesitate to contact ***********, Manager, ********************* at ******** or by email *****************
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18652773
  
  I am rejecting this response because:

   

  we have late fees on our power bill from late payments because of the bank 

   4 times, our last water bill was late again we need our water and power paid for the year the bank needs to learn how to do their job

   

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/14/2023

  **************, as stated in our previous correspondence we refunded both the late fee and the $5.00 charge to you for making your payment using a different method.  The late fee was refunded to your account on 2/3/2023 for $1.64 by out **************** and RFCU refunded $5.00 to your account.  We have only been notified of late payments for November 2022, December 2022, and January 2023 in which we have already refunded all fees associated to those late payments.
  
  Again, due to your experience with payments arriving to this ****** late we recommend you either set up the payments to arrive 5-7 days before the due date to give the mail a couple extra days to arrive or you use another means to pay your ********************** bill since there is a consistent delay in the mail delivery time for this ******. Unfortunately, they do not accept electronic payments from our **** Pay provider and we are unable to keep refunding the late fees you are receiving. You may also consider going to the Water Works of Section & Duttons website. They do offer a free payment method by providing them your bank account number and routing number. If we can be of further assistance, please do not hesitate to contact ***********, Manager, ********************* at ******** or by email ****************. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18652773
  
  I am rejecting this response because: we have our next bill pay due to be paid on the water 2 days early we  need to keep this open because when i report late bill payments nobody helps us in person at the bank, on the phone, our or on chat help

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/27/2023

  Hello **************, 
  We have reviewed our bill pay system and Brightspeed has not been added as a payees in our online banking system. The payments to Brightspeed on 2/12/2023 in your screenshots below were not initiated using online banking **** *** with Redstone Federal Credit Union.  It appears they were initiated directly with Brightspeed using your routing number and account number as indicated under the payment method.We recommend you contact Brightspeed for more information about the payments in question.
  The case opened with **** *** for the 2/23/2023 payment to *************************** is still being worked.  Once it is completed we will respond back to you by email with the case details.  Due to your experience with payments arriving to *************************** late we recommend you use another means to pay your ********************** bill since there is a consistent delay in the mail delivery time for this ******.  Unfortunately, they do not accept electronic payments from our **** *** provider and we are unable to keep refunding the late fees you are receiving. Water Works of Section & Duttons website offers a free payment method by providing them your bank account number and routing number. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18652773
  
  I am rejecting this response because: Brightspeed will not tell us why they would not accept our payment we need help from the bank on why our payment was not applied to our account for the past year our payments have worked by similar methods . If Bright speed claims there is a banking error of some kind. We still have not received any correspondence from brightspeed about our payment not being applied to our account. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/01/2023

  Thank you for your patience while we investigated you payment arrival time to ***************************. **** at ********************** and ****** verified your payment posted on 2/27/2023. Per that phone conversation no late fees were accessed and we will be closing the case in our Bill *** system. Remember since these payments are mailed to the ****** they do not clear your account until the ****** presents them for payment.
  
  As for BrightSpeed, we did identify that the two payments requested for February rejected for incorrect account information.  The first digit of the account was incorrect.  The payments were sent with an 8 as the first digit instead of a 5 so they rejected with the reason unable to locate account.  You will need to login to their website or payment portal to ensure your account information is entered correctly for any future payments.
  
  If you need further assistance regarding your Bill ***,please contact me directly.