Complaints

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• Initial Complaint

  Date:02/09/2024

  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.

  RFCU repeatedly and aggressively has been restricting or eliminating access to my accounts for the past two years (13 times in 20 months) with the last 4 occurring Oct '23, Nov '23, Jan '24, and Feb '24.I have large sums of money with this institution and have been banking with them for over 30 years, but they always have an excuse for it being someone else's fault. No one from RFCU will communicate at all and try to blame anyone else to end phone calls quickly.Today, while looking into why my access was restricted, "*****" stated my account was fine and then activated a new debit card (without being requested to) that I won't receive for weeks, effectively eliminating access until the card arrives. My alternative is to fly ***** miles back to their office and pickup a new one immediately.The repeated incompetence and apathy of the employees of RFCU is unprecedented and has been getting worse over the past 10 years. These problems start with all current RFCU leadership and permeate through the entire staff.

  Business Response

  Date: 02/20/2024

  We apologize for the frustration ************************ has experienced.  REGIONAL is a full-service financial institution and strives to provide ever expanding, personalized services for all our members.  We are aware of **************************** situation earlier in the month and apologize for the inconvenience.    We are saddened to hear he did not receive the follow-up phone message from our team.  

  
  We recognize **************************** frustration was incredibly high and again, we apologize for any part the REGIONAL team had in elevating his frustration.    REGIONAL has reviewed our internal procedures and have completed team training on member assistance, and we reviewed procedures on when issues need to be escalated.
  

  We see **************************** checking has been closed and we sincerely which him the best.

  
  Should you need additional information on the communication between REGIONAL and ************************, please let us know.
  
  ***********************

   

  Customer Answer

  Date: 02/20/2024

   I am rejecting this response because:
  
  The provided response is another blow-off as Regional executives are actively dismissing me rather than provide anything resembling an answer.
  
  Any accounts were closed outside of my authorization, without my approval, and without bank records being provided - despite an immediate request which has been completely ignored AGAIN.
  
  While team member training might have occurred, no one from Regional FCU has bothered to offer ANY explanation at ANY time for why this has occurred 13 times within 20 months, why six (6) previous emails have been ignored, then committed flagrant ethical violations (and possibly some regulatory ones) with my accounts while the responsible person knowingly had a conflict of interest for several years prior. During the July 2022 restriction, I went into the local branch to try to get answers or at least speak with someone and when the same executive with the conflict of interest was asked to assist, that executive decided to quite literally sneak out of the back door and drive away while I was patiently waiting in the lobby.
  
  On top of the emails, I have called at least twice for every time access to my account was randomly blocked. During this random restriction, as well as the March and October 2023 events, I was even assured a manager would be in contact shortly -  I'm still waiting.
  

  Business Response

  Date: 02/28/2024

  As we have stated previously, we recognize the frustration expressed by ************************ in this matter. Additionally, REGIONAL prides itself in our member service and looks to always improve that service level. When we receive a member complaint, we take it very seriously and will work to respectfully resolve the member issue while improving our processes and training our personnel. We took the same approach in this matter. Understandably, REGIONAL will not discuss specific personnel details with members when a complaint arises. We will communicate that we have reviewed and addressed any issues tied to the complaint.
  

  As far as Mr. *********** reference to the debit card and account restrictions in the recent past, a review of the account shows that our debit card fraud prevention software flagged several ********* transactions, which restricted card usage in October 2023 until it was resolved. We, of course,acknowledge the issue a few weeks ago with deactivating the incorrect card.

  Mr. *********** checking account is now closed with REGIONAL,and we sincerely hope he finds another credit union partner to meet his needs.
  

  We apologize again for the dissatisfaction experienced by ************************.
  

  Thank you,
  ***************************
  Executive Vice President