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:05/15/2023
Type:Service or Repair IssuesStatus: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.
There is advice on my consumer report thats is identity theft. I did not provide written authorization or instruction for these transactions to be reported on my consumer report. Im requesting that this info is blocked and deleted immediately. You have caused me mental and financial stress when you issued an items that does not belong to me and in which I am not responsible for. I'm seeking litigation if this complaint is not handled accordingly. I have not been able to investment my dream house and provide for my family needs due to these fake, inaccurate and fraudulent items showing on my credit recvord. I attached a letter along with ftc reportBusiness Response
Date: 05/23/2023
In reference to the claim of identity theft regarding the accounts referenced in this complaint, and based on confidential data available to RFCU that was obtained during our investigation of your claim, we have been unable to validate your claim of identity theft. Information regarding our reporting on your credit file will be mailed directly to your mailing address on file.Initial Complaint
Date:05/08/2023
Type:Billing IssuesStatus: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.
Nov. 10th I was in an accident with a vehicle I purchased with a loan from Redstone. The car was totaled. The other insurance company paid but they messed up on the paperwork. So by March my insurance took over. In order to do so Redstone had to send money back to the 1st insurance company on or about March *****. Immediately, Redstone collection put me down as nonpayment 90 days late to the credit Bureau. My credit was 720 and it immediately dropped to 570. I had paid 2 car notes during this transition 15 day span. Then Redstone took $2700 more dollars from my account to pay all car notes. This happened in a mater of 3 days. By April 2 AllState informed Redstone the car will be paid for. After receiving the check from AllState, Redstone deducted the $4000 they took from my account and the amount the insurance paid and sent the balance to GAP. So I lost $4000 and 150 points on my credit report because a cut rate ********************************** would not turn in one piece of paperwork and 4 days of processing time for my insurance company to kick in. I have never been late on any loan or credit card payment I have with Redstone and have been a member for over 25 years. They took my VA Disability money in one lump sum and reported that I had been over 90 days late on car payments. I can't get lines of credit anymore for my business, I can't qualify for a car loan to replace the car that was totaled, and Iwas even turned down for $3000 set of gutters. This has affected every aspect of my life. I am injured, broke,no transportation, low credit worthiness and broke again. I really and deeply hurt by how Redstone has treated me except for ****** at North Parkway (he really has tried). I bought the car in September and had it 2 months. Since Nov. 10th I have been to Redstone over 52 times checking on this situation and still came out messed up. I am not angry so much as I am genuinely hurt, I have been there over 25 years. I don't even know how other banks look or feelBusiness Response
Date: 05/12/2023
******************, on 3/28/2023 you called and requested we reverse and send back the check from National General because you decided to file claim with your insurance company Allstate. Check was reversed off of the loan and mailed back to National General at your request as well as the gap claim settlement. We then received a check from Allstate on 4/21/2023 for $25,165.90 leaving a balance owed of $6,114.85. We filed a gap claim on the remaining balance 4/25/2023. We are awaiting the second Gap claim to be processed. Our credit bureau reporting is dependent upon timely monthly payments until an account is settled in full. Our review of your CBR reports is showing correct at Experian and Transunion, we sent an update request to Equifax on 5/8/2023. You also stated we used your VA Disability funds to pay on the loan note, the funds used to pay on the note were from your ******************** account, which is not the account your VA Disability is deposited into. Timely monthly payments are due until the loan is paid in full.Initial Complaint
Date:04/17/2023
Type:Service or Repair IssuesStatus: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.
Someone has hacked my bank account and I cant get ahold of anyone at Redstone cus they r closed will they give me all my money backBusiness Response
Date: 04/18/2023
Thank you for your membership with RFCU. Redstone offers **** support for Debit and Credit Cards when it comes to lost or stolen cards.If you are still in need of assistance please reach out to us at ************** and a representative will be happy to assist you further.Business Response
Date: 04/19/2023
More Information Received:
************************* on 4/18/2023Sent Via: Email (ODR) From: Member Contact Center
From Email: Member Contact Center To: BBB of North *******
Subject: More Information Date Sent: 4/18/2023 12:59:57 PM Date Read: 4/19/2023 10:53:13 AM Attachments: Thank you for your membership with RFCU. Redstone offers **** support for Debit and Credit Cards when it comes to lost or stolen cards. If you are still in need of assistance please reach out to us at ************** and a representative will be happy to assist you further.
Initial Complaint
Date:03/21/2023
Type:Customer Service IssuesStatus: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 became a member of Redstone Federal Credit Union back in December of 2022 .Okay my opening deposit I used another for Redstone it return because Redstone was a couple of days late a month went by the account was still open I didn't think he was because after a month of being open I never had gotten debit card or the checks I paid for to this day okay I got a texts messages saying deposit $5 Immediately login link my new account I verify the account for ach after 2 deposit the fraud froze my money I don't live in ******* I live in ********* I didn't have a real id so they told me to go get a a physical copy of my identification okay I did I called back after I had the physical copy okay then they told me that I needed to come in and bring the physical copy I live in ********* I told them it wasn't no way I can get out there I also explain to them why did they make me go get a physical copy of my ID if they knew I was going to have to come in okay so the lady I talked to in ***** she understood my situation okay so next she gave me another ultimatum if you give me another option she told me if you want to see a copy of my check stub for proof of address and another form of identification I had all this but they wanted to see physical copy so I did have the physical therapy of of my driver license I mean of my social security card okay so this was like a four week process of getting a social security card I finally got it okay so after I uploaded everything I sent in like two things verifying by address okay now I have turned in everything they ask for to verify that I am who I am this been ongoing for 3 months so once I turned in everything now they still saying that they have to research everything before they unlock my account but I don't understand is what is the research what is their researching if this is what they asked me to turn in to verify my identity what it is to look at my documents that they asked me to provide to verify my identity they got everything they asked for and they still won't unlock my account they don't want to tell me how I can get in touch with a supervisor did she have been emotionally painful hurtful and I've been under the stress behind the situation I feel like I am being played they are having me running the circus running the race I feel like I am not being treated Fair because the lady was so concerned about why did I open account with a credit union in ******* and not ********* I explained to her I can open one where I wanted to open one there does it matter but I choose redstone because of the benefits none of ********* have credit bill didn't options like redstone so I need help cuz the lady was real ugly and I knew she was going to bring me through more drama I need to speak with a supervisor the complaint department or somebody about this I don't understand what are they researching and what's the problem with them just looking at my documents that I have provided with selfies holding each of my identity documents so what is the problem thank youBusiness Response
Date: 03/30/2023
We apologize for any frustration in establishing your accounts at Redstone Federal Credit Union. Our research indicates the requested documents were received from you on March 21,2023. Upon same day review of these documents, all restrictions have been removed from your account and you have full access to applicable services.Please contact us if you have any other questions or concerns.Initial Complaint
Date:03/14/2023
Type:Order IssuesStatus: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 car was hit by a driver covered by National General. It was a total loss. They informed me that in addition to the amount they would pay towards my loan, they would pay an additional $2k for the car as salvage. The salvage value was $9500. I continued to ask if they pay that would I have to pay the remaining to Redstone Federal Credit Union. After asking both Redstone Federal Credit Union and National General repeatedly for a month, no one would answer me. So National general emailed some paperwork to sign and I signed. Then Redstone begin to do paperwork for my GAP insurance. I went into the ************** Parkway branch 2-3 times a week working with ******, he tried everytime to get answers fron the loan/gap department from the bank and from National general about will gap cover the difference between $9500 and $2000. Nobody would answer and said we had to wait on GAP to decide. So it came back as the insurance company said I had owner retain of the total loss vehicle and GAP paid everything but $9500. So I was on the hook for the whole value of the salvage. National General and Redstone said that There is nothing they can do. I never wanted this salvage (that cost $15000 to fix and only worth $24000). All I wanted was not to owe any money. Afterwards Redstone and National General tells me that if they would have given a $1 for the car and it went to GAP as no owner retain that GAP would have paid off the entire loan. They tell me this after I am stuck with trash and a $9500 car loan but had nothing to say the 23 times that I and my banker tried to find out for the past 60 plus days. I had never been in a car wreck and that was my first major car loan. I only had the car for 2 months. All I wanted was not to owe any money on the car and both the National General and Redstone Federal Credit Union screwed me.Business Response
Date: 03/16/2023
******************, since National General, the insurance provider,valued the vehicle at $27,199 and you chose to retain possession of the salvaged vehicle which was valued at $9,612.15. National General provided a net payment of $17,586.85 (claim #*********) which we posted to the account. You were made aware the value of the salvage would be deducted from any GAP settlement if you chose to keep the salvaged vehicle. We processed a GAP claim in the amount of $6,061.56 which excluded the value of the salvage, which leaves a balance owing on the vehicle loan.
Initial Complaint
Date:02/21/2023
Type:Billing IssuesStatus: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.
Ive had multiple fees for the same transaction , further denied remote deposit opportunities to correct said fees after my complaint!!Business Response
Date: 02/27/2023
Thank you for sharing your concerns with us. We completed an investigation of your account and found that you were charged a $25 Insufficient Funds fee for the Citi Card Online payment of $3768.73 on 2/1/2023 due to not having enough available funds in the account when the transaction tried to clear your account. On 2/3/2023, Citi Card Online sent through a Retry Payment transaction for the same amount. Since you had enough funds in the account that included your Overdraft Privilege Pay limit on 2/3, a $25 Overdraft Privilege Pay fee was charged since those funds were accessed to pay the transaction.
We also looked into the remote check deposit you made for $200 on 2/16/2023. We found the check was placed on a temporary hold due to it not auto approving in our system. An employee had to manually review the check since a small portion of the endorsers signature touched the **** line on the check.
We have refunded the $50 in fees that you incurred this month as courtesy.
Thank you for your continued support of Redstone Federal Credit Union.Initial Complaint
Date:02/13/2023
Type:Service or Repair IssuesStatus: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 became a member early Jan. 2023 through a ************************************** and every time I have attempted to link an external account it will not allow me to do so. I wired money from my other banking account in order to pay the credit card payment. Once I clicked pay the current period did not list as payed and now the money is lost from the savings account they automatically created. Now the payment is overdue and I have no way of contacting anybody in person or over the phone due to their robotic system when you call, I live in ******, **** and the nearest RSFCU branch is somewhere in *********.Business Response
Date: 02/22/2023
******************, thank you for your membership with Redstone Federal Credit Union. We have attempted to reach you by phone and have been unsuccessful. We are sorry to hear you are having difficulties linking an external account to pay your new ************************ We have reviewed your account and at this time you have not incurred any late fees. Please call us at ***************************** for assistance with linking your external account.Initial Complaint
Date:02/03/2023
Type:Billing IssuesStatus: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 noticed I had late payments from RK/RFCU on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.Business Response
Date: 02/07/2023
Thank you for your recent correspondence thru the Better Business Bureau regarding concerns with your RK/ **** account reporting.
Your request pertains to certain information contained in your credit report. We have treated your request as we would a disputed report and researched it as required by the Fair Credit Reporting Act (FCRA). Our investigation results are as follows:
It was determined that the transactions reported are correct. Per the Act, your true and actual transaction history must be reported in your credit file. To adhere to FCRA guidelines, we do not grant ******** adjustments or courtesy removals.
We value your continued membership with RFCU and thank you for allowing us to provide you financial services. If you have any further questions or concerns, please feel free to call us directly at ************ or ************.Initial Complaint
Date:01/27/2023
Type:Billing IssuesStatus: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 made a payment over the phone, they wrote down the wrong account number on the phone and applied my payment for someone else. They now want me to pay them interest and late fees for their mistake.Business Response
Date: 02/01/2023
****************, Thank you for sharing your recent concerns regarding your ********************************* card (issued by Redstone Federal Credit Union, RFCU). We apologize for an inconvenience this may have caused and have refunded the return payment fee and finance charges caused by the payment that was reversed due to incorrect information. Your concerns have been provided to our call center leadership for training purposes and we apologize for any inconvenience.Initial Complaint
Date:01/23/2023
Type:Service or Repair IssuesStatus: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 lost my wallet and walked in with a paper copy of my drivers license, both social security cards because i was married and also my birth certificate, like I have done twice before. They told me it was an unacceptable form of ID. I asked to speak with a manager and the manager told me that they couldnt accept because before it was a courtesy. They asked which branch I went to and I informed them that it was this branch. She took my paper copy into another room and came back and said that I could take $40 to get a new ID but wouldnt give me the balance of money that was in my account. My partner that was with me started to question what was going on and the manager at the desk said well if she is going to keep talking we dont have to give you the $40. Im not sure how they came up with the $40 amount. So now she has all of my information and still not giving me the ability to access my account. I work Monday thru Friday so Im not able to get to the *** before they close without taking off work early. So now its not just me losing out its also my children.Business Response
Date: 01/25/2023
****************, thank you for your email regarding the experience you had at our ********************** At Redstone Federal Credit Union, we strive to improve the financial well-being of our members. We do that by offering trusted advice, choices,opportunities and solutions. While we assist our members, we want to provide great service. I would like to apologize that we did not meet that expectation during your interaction at the Madison **************** you again for your feedback, ****************. I trust your future experiences will be positive. Your continued support of Redstone Federal Credit Union is greatly appreciated.
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