Complaints
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/21/2024
Type: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 have been engaged in a protracted battle with Redstone Federal Credit Union for several weeks now, attempting to validate my address. Despite undertaking a arduous 3.5-hour journey to the nearest branch in ************, **, to submit the requisite documentation, all my efforts were in vain as they were summarily rejected.Initially advised that my car's vehicle registration could serve as proof of address, I found myself at a loss as I did not have immediate access to this documentation, having rented a vehicle for the trip. Undeterred, I proceeded to the ********* ********** of ******* to obtain a copy, only to face further rejection.Returning home to retrieve my original vehicle registration documents, I provided Redstone with the requested materials, including photographs of the *** number and vehicle tags for added verification. However, the ordeal persisted, with Redstone subjecting me to an exhaustive and seemingly discriminatory verification process.While I fully support measures to combat fraud, the extent of scrutiny and obstacles imposed upon me by Redstone has been unparalleled. Were it not for the implications on my credit and the considerable time invested, I would have been compelled to sever ties with the institution.It is my sincere hope that this matter can be resolved expediently and with due consideration to the undue hardship I have endured.
Business Response
Date: 02/23/2024
*************, thank you for sharing your experience. We understand your frustrations with this validation process. However, Redstone Federal Credit Union (RFCU) was unable to validate many of the documents you provided and/or the documents you were providing were not the documents RFCU requested from you. As an update:The documents you recently provided on February 21st, 2023 did validate during our investigation process and as of February 22nd,2024, RFCU can confirm your accounts are now available for use.Initial Complaint
Date:02/12/2024
Type: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.
Overdraft fee charged on 2/5 when I had money moved over. The fee should have automatically reversed. But it didnt when I talked to ******** on chat it seemed like she was set on making sure I didnt get any remedy because I have had previous fee reversal even thou that time 2/5 I clearly had funds moved over BEFORE the charge hit my account. Ive also been double charged for the same transaction. Looking for remedy with ******** as customer service And the fee that should not have hit my account.Business Response
Date: 02/12/2024
*************, thank you for your membership. We appreciate your feedback concerning the fees to your account and your attempt to deposit funds prior to the funds debiting your account completely. We have refunded two fees as a courtesy. In the future, funds must be in the account prior to any attempts made to debit your account. In this situation the electronic withdrawal was presented to your account at 4:58 pm and your deposit transfer was made at 5:21 pm. Therefore, your account did not have sufficient funds when the attempt was made to debit your account causing the fee. If you have any additional questions please feel free to contact us again.Initial Complaint
Date:01/22/2024
Type: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.
15 Jan. ****, I reported a fraudulent transaction for dispute in my RFCU Checking account. The amount was approximately 273 dollars and some cents. I had called RFCU and despite it being a holiday, I was able to connect with someone after being on hold for thirty minutes. She informed me that I should file the dispute in the banking app, and the funds would be deposited back into my account within five days. She also informed me that my card would be terminated and I could receive a new one. NEVER was I informed that my bank account would be terminated!! Why would Redstone close my bank account without any notice and keep the money remaining in the account?!Business Response
Date: 01/23/2024
****************, thank you for speaking with us today regarding your concerns about your account and the debit card dispute process. As we confirmed over the phone, RFCU did not close or terminate any of your accounts during this process and credit has now been issued to your account regarding this claim. If we can assist you further, please do not hesitate to contact us again.Initial Complaint
Date:01/16/2024
Type: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.
On January 8, **** I notified Redstone Federal Credit Union that my debit card was used fraudulently. My account was -$311 because of the purchases and $175 in overdraft charges. I called the bank and their Representative, **** said it wasnt a debit card issue, however when I went to the branch office they confirmed that it was. I havent received all the credits back to my account which amounts to over $200! I am not able to pay my bills and this will get late fees on these other accounts. RedFCU did reimburse me for $200 within a day or so but now they are taking their sweet time. As a veteran I am appalled!Business Response
Date: 01/17/2024
Review of your debit card fraud case indicates provisional credit was issued for the claimed charges on Jan. 17th, 2024. Where we have processed your claim within our regulatory timeframes, we do apologize for the delay and are making strides to speed up the reimbursement process in these situations. We value your membership and look forward to supporting your financial needs in the future.Business Response
Date: 01/17/2024
Review of your debit card fraud case indicates provisional credit was issued for the claimed charges on Jan. 17th, 2024. Where we have processed your claim within our regulatory timeframes, we do apologize for the delay and are making strides to speed up the reimbursement process in these situations. We value your membership and look forward to supporting your financial needs in the future.Business Response
Date: 01/17/2024
Review of your debit card fraud case indicates provisional credit was issued for the claimed charges on Jan. 17th, 2024. Where we have processed your claim within our regulatory timeframes, we do apologize for the delay and are making strides to speed up the reimbursement process in these situations. We value your membership and look forward to supporting your financial needs in the future.Customer Answer
Date: 01/18/2024
Complaint: 21152116
I am rejecting this response because:1. Redstone was able to give me a provisional credit within a day for a fraudulent charge. Why were the other charges delayed so long?
2. Now I have to pay late fees to my creditors because of the delay by Redstone Federal Credit Union.
3. They havent addressed the fact that one of their representatives said on a phone call that my debit card was not used but that was contradicted when I went to the Branch near me.
Sincerely,
******** LeagueBusiness Response
Date: 01/26/2024
Ms. ******* thank you for sharing your further concerns regarding the debit card dispute process. A member of our Leadership Team has reached out to you for further discussion. If we can assist you further, please do not hesitate to contact us directly at **************.Initial Complaint
Date:01/02/2024
Type: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 submitted payment for CC on 12/4 thru my USAA app via bill pay. It got sent back to my bank on 12/8 and I was not notified by RFCU which made me late for a payment. I get a call from RFCU asking for payment which confused me bc my 12/4 payment should have cleared out all my debt to RFCU. Get a call from RFCU and they were asking why I was late. I had no clue I was late bc I thought I submitted payment. Then they charge me a $8.00 convience fee. Total payment was $108.00. Again, had I been notified of my initial payment being refunded I wouldnt have been late.Business Response
Date: 01/05/2024
Thank you for speaking with me today concerning your Credit Card payment and the concerns surrounding your BBB consumer complaint. If we can assist you further, please do not hesitate to contact us again.Initial Complaint
Date:10/23/2023
Type: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.
In accordance with FCRA (Fair Credit Reporting Act) convergent account ********************** FCU - 510115XXXXX - 09/02/2016 has violated my rights. 15 USC **** Section 602 States I gave the right the privacy. 16 USC **** section 604 A Section 2: Also states a consumer reporting agency cannot furnish an account without my written instructions.16 USC 1666B: A creditor may not treat a payment on a credit card account under an open end consumer account as late for any purpose.Business Response
Date: 10/25/2023
Upon receipt of the BBB consumer complaint, the account referenced was researched in accordance with our guidelines. The Fair Credit Reporting Act is a federal law enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies. As such, we are required to report accurate information relating to consumerscredit history.
The account in question was researched and is reporting accurately to the credit bureaus. As part of the credit dispute notification process, you will receive written confirmation of the research results. Written notification will be sent to your address on file with our institution. Should you have any questions, you can reach us at the number disclosed within the written notification.Initial Complaint
Date:10/23/2023
Type: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.
RFCU has not cooperated with properly submitting documents pertaining to a car accident to be paid by insurance. They collected payment from me for several months, then agreed to stop payments, interest and late fees due to errors of title submitting on their end. They have refused to cooperate with helping Statefarm or myself as a customer and continue to collect money and hold me accountable as they continue to make mistakes in paperwork. They are lacking communication with me except for harassment calls from collections.Business Response
Date: 10/25/2023
************, thank you for your membership with RFCU. You loan has been corrected based on the total loss date indicated on the payment from your insurance company received on 10/20/2023. If we can assist your further, please contact us again.Initial Complaint
Date:10/12/2023
Type: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.
one of my accounts had fraudulent activity they froze all of my accounts and will not let me get the money out if I write a check they return it i have **** dollars in this account and the only was I can do anything is if I want to pay the loan payment that is at that accountBusiness Response
Date: 10/16/2023
Thank you for making us aware of your concern. Our internal review of your situation indicates that RFCU followed adequate procedures regarding accounts that experience this sort of transactional behavior. We did confirm your accounts are not frozen and you should be able to utilize them as applicable. You may need to contact us to order a new debit card. Any questions pertaining to loan payments can be directed to our ***********************Initial Complaint
Date:07/05/2023
Type: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.
RFCU reported missed loan payment to credit bureaus, but should not have been reported because the issue with RFCU payment system. This was last payment on a car loan and the payment to close out the loan was made at least 5 times, the same way all the other payments were made, on line, for years with no issues. Their system didnt apply the payments which would have been on time and would not have been reported to credit bureaus. I have attempted to resolve this with them but they act like a big company that doesnt care. It is sad that RFCU will do people this way when they say they are a friendly placeBusiness Response
Date: 07/12/2023
Thank you for your feedback submitted through BBB. We appreciate you taking the time to write regarding your experience. Upon receipt of your feedback, our team began researching your account. We attempted to contact you via phone but have been unsuccessful in reaching you. Please reach out to us at ************** at your earliest convenience.
Customer Answer
Date: 07/13/2023
Complaint: 20256769
I am rejecting this response because:
I need to call them back first.I called today and left message to call me back.
Sincerely,
*****************************Business Response
Date: 07/14/2023
Spoke to the member on 7.13.2023 and provided a satisfactory resolution. Member is happy with the response and action taken.Initial Complaint
Date:06/02/2023
Type:Status:ResolvedMore 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.
My husband passed away Feb 6 2023 and I keep getting bills from redstone for a credit card in his name only. I have sent copies of his death certificate 2 times, There is NO estate. after the loan officer at our bank took out his secured loan and I had to pay IRS a HUGE amount there is nothing left. I am surviving on social security and wish for them to please stop sendoing me bills, thank you.Business Response
Date: 06/13/2023
**************, we are sorry to hear the passing of your husband. His account has been placed in a Do Not Call/Contact status and you should not receive any further communication regarding his account from **********************. If you have any questions please feel free to contact us at **************.Customer Answer
Date: 06/13/2023
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.
Sincerely,
*********************
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