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:01/03/2023

  Type:Customer Service Issues
  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.

  Redstone FCU ran a promotion to deposit up to $100 into a child's savings account if opened before October 31st, 2022. The catch is that a code needed to be used when the account was opened in order to receive the money. Unfortunately, they do not allow customers to open the account themselves; I had to go to the bank and have a customer service rep open it for me so I had no control over whether or not the code was used even though I made sure to tell the representative that the code needed to be used. She confirmed and said she would apply the code. At that point, it was out of my hands. I spoke to April on 11/15 via chat and was told she submitted the code and to check back that Friday (11/18). I then called and spoke to ***** who said she submitted an exception form and funds should show ** in 3-5 days. I asked to have a manager call me. ******************* called and left a message stating that the issue was resolved and that funds would be deposited. On 11/22, I chatted with ******* who gave this response: Thanks for waiting while I did the research. I do see where the Promotional code was added. The bonus will be deposited into the account within 60 days of savings account opening, but no later than December 30, 2022. 60 days from account opening would be 12-12-2022 I waited until 12/30 to follow up since it was the latest date the funds would be deposited. I called to speak with ******************* and left him a voice message to call me to resolve this issue. Meanwhile, I chatted with **** who finally gave me this response: Our promotion department reviewed the request the code was left off and a form was sent to branch however issue was not resolved. Our promotion department is working on request usually take 5 business days but they are working the promotion quickly to have it done quicker since you have been waiting we're so sorry. .....I am providing information directly from our ******************** your promotion was approved you will received deposit. If you do not need any further assistance, thank you for chatting with us. Have a great day!1:05:42 p.m. receive*1:06:13 p.m. Agent has left the conversation I opened this account on October 12, 2022. I believe they had ample time to resolve this issue. I have already spent way too much time checking back and sitting on chat and on phone calls with them and have little faith that they will deliver on this next promised timeline.

  

  Business Response

  Date: 01/05/2023

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

  Im very sorry for your recent experience at the *********************** Branch.  I do understand how frustrating it must have been expecting a promotional deposit that was delayed,due to a processing error.  Please know we take each negative experience very serious and do our best to serve each member without this type of undue stress.
  
  We are proud of the service that we provide to our membership, and we regret that your experience did not reflect the high standards of service that we expect of ourselves. I assure you this matter has been reviewed with the branch management team. Your unfortunate situation will certainly assist us in providing additional training and preparation to our staff.
  
  ****************, thank you for bringing your concerns to our attention. If there are any other issues that need to be addressed, now or in the future, please dont hesitate to reach out to us.
  
  Thank you for being a member of Redstone Federal Credit Union, we appreciate the opportunity you give us to serve you. 

  Customer Answer

  Date: 01/06/2023

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

• Initial Complaint

  Date:10/24/2022

  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 received an email from the credit union stating my zelle account was terminated. When I called the credit union to find out why from the fraud ***** I was told it was because of an attempted link to my redstone account from another bank back in February. They said I would need to contact zelle to fix the problem. All zelle told me was that I violated the terms of service and wouldn't elaborate. I spent hours of my time attempting to figure out what the issue was. After I tried to initiate ach deposits I was told that my account was restricted. When I called to find out why the credit union told me it was because a fraud claim had been placed on a zelle transfer on 9/24/22. I was told that the credit union would not remove the restriction because of the nature of the claim, scamming, on the zelle account. I've spoken with the person who did the zelle transfer and complaint and they told me it was an error and they have since recanted the fraud claim. Initially I was told that it was from a February incident and that the credit union could do nothing about reinstatement of the zelle account. Now I'm being told the restriction had come from redstone and they refuse to remove it. Redstones employees lied to me, sent me on a wild *********** wasting my time effort an energy. The fraud claim against me was in error and removed however this bank seems to think that they can keep it intact. They also seem to think that lies and manipulation and arrogant attitudes are part of practicing good business.

  

  Business Response

  Date: 11/01/2022

   

  **************,
  
  We regret to hear of your experience with ***** and the transaction referenced in your complaint.

  After reviewing your case, to include your phone call into Redstone Federal Credit Union (RFCU) on October 25th, 2022, our investigation has concluded that you admitted the $1,008.00 that was transferred via ***** into your account on September 24th, 2022 came to you unexpectedly. You also did not deny sending this money to a CashApp listed in your name on September 25th, 2022. The original ***** transaction into your account ($1,008.00 on September 24th, 2022)was apparently reported as fraud to ***** by the originating individuals financial institution (outside of RFCU) and RFCU is obligated to abide by ****** fraud claim policies. We understand you are claiming to have since spoken with the originating individual and that person is now indicating the fraud claim was reported in error to *****. However, due to the claim RFCU received from the originating individuals institution, RFCU is required by procedure to maintain the restriction on your ***** profile until notified by ***** otherwise. Since you are indicating that you have spoken with the originating individual of the transaction in question, RFCU encourages you to work with that individual directly (in collaboration with their financial institution) in requesting the fraud claim to be retracted (if applicable) from the originating source. Until RFCU receives notice from ***** (through the originating individuals financial institution), RFCU is required to maintain your restriction to the availability of ***** services moving forward.

  RFCU stands ready and willing to rereview your case once we receive the required update as indicated.  
  
  Your support,
  
  ************************
  Assistant Vice ********** ******** and Investigations
  Redstone Federal Credit Union | redfcu.org
  ************

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18298200
  
  I am rejecting this response because: I understand the system. My complaint was only in part about that system. The other part was the misinformation presented to me on my first contact with redstone after the complaint. The fraud department lady told me that this account restriction came from attempted linking of accounts that occurred in February. I was not informed of the complaint that was actually causing this restriction. ***** said to me that they would not disclose the actual reason for this restriction, I would need to review and figure it out. It was more than likely a disclosure error by redstone when I was told of it weeks later. Seemed redstone had some vested interest in non disclosure. And then I was told that "due to the nature of the complaint, scamming " redstone would not remove the restriction. I take offense to that statement as it is utterly false and it's defamatory. Redstone can hide behind it is the system they have to work with, which on the surface is a reasonable defense but when you given the whole scenario, it is a deflection of their actions.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/04/2022

  **************, I apologize that we could not offer you any additional options. Due to the nature of this situation/claim, it will have to be addressed with the financial institution that reported the fraud to Zelle. 

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  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.

  I have made multiple attempts to get my 5% cash back from this place they said they would send it I have still not received it and tried again today . I want my ***** and want nothing more to do with this shoddily ran business!!!

  

  Business Response

  Date: 10/06/2022

  ****************, thank you for speaking with me about your Reward Points and RFCU Bank statement. As discussed, an official check has been sent to the address of record and your accounts will remain open. Should you require further assistance, please call us a **************. 

  Customer Answer

  Date: 10/08/2022

   
  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,
  
  *********************