This is not a review for one location in general but the overall experience of banking here--one star and that is because this bank receives my employers paycheck to me usually 24 hours before scheduled pay date. The cons are multiple-- 1. If you need customer service on a weekend, you're on your own until Monday morning. This translates to trying to make a healthcare payment for a premium and it triggers a fraud alert. Don't ask me why a healthcare charge triggers a fraud alert. This isn't Minnesota! Then you try to call the bank because you have zero access to cash via ATM as well due to this fraud alert. Then you have to borrow money to get your prescriptions because well--the fraud alert incident. How to fix this: HIRE a small team of fraud alert staff and customer service employees that are available 24/7 for such incidents. This will win your customers over to know if something happens, you got their back instead of your out of luck for 2 days until we reopen. 2. The wait times for customer service and fraud alerts range from 15-90 minutes. What this tells me is you are not employing enough staff to handle high volumes of inbound calls. No one has 90 minutes to halt their life to wait on hold to speak to fraud alert agents. How to fix this: HIRE more staff and cross trained regular agents to assist with overflow vs being transferred to fraud alert representatives and being told wait times are minimum one hour because they don't handle fraud alerts. What are we supposed to do if we do not have access to our funds? Our feet are put to the fire because we need our funds. 3. Wait times at banks are pitiful. You have agents sitting at their desks chatting while lines are long letting the teller lines move at a snails pace. Why not have them jump in to assist when it's a high volume hour like lunch times or end of day? How to fix this: change banks to one that has exceptional customer service 24/7 even if it's not a credit union. read more

RBFCU is fine for basic checking, it's borderline comical for Consumer Lending and Mortgages of all types. The rates are not the outliers they once were and the service / knowledge level of the average employee in those departments has gotten to be very, very low. They are honestly worse than most of the fly by night online finance vendors nowadays, shame to see them go so far downhill. I would not offer them my future business for any sort of lending product even if their rates were better, it's just not worth it to endure the plethora of poor service and egregious errors. read more

I have made 5 trips (21.4 mile - 27 mins.) to the branch office, 2-3 times I've been on the phone trying verify what is needed for an Assumed Name. I have the name with the State of Texas. RBFCU tells me I need a certain form with a stamp. Today RBFCU on the phone, no you need this other form. But cannot verify because not sure if I have the right form. Wants me to email and wait 1/2 days. I am sure that I have already presented this form. The assumed named was created online with the State of Tx. I have more than once asked to talk with somebody else, have been ignored once and now waiting for a call back. I think I have over 12 hours of waiting, on hold, discussions and drivetime. Maybe it's time to find a new bank. TALKED TO A SUPERVISOR AND ALL IS GOOD read more

I've been a member of RBFCU for fourteen years and raved about them at first, but now I hate them. They have absolutely ZERO after hours support and I'm currently on a cruise ship without the ability speak to a live person. Even without a live person, their system conflicts itself by telling you to wait for an after hours person then hangs up. On several of the options (as I tried all of them), it doesn't recognize the numbers being typed in. My suggestion is skip the headache and find a bank that actually cares and provides service read more

I applied for a mortgage and was assigned Phillip Dominguez as my loan officer. Phillip's service was nothing short of excellent. He was timely with his replies to my questions, friendly, and readily available to talk over the phone with any questions I had--even if it was brief. Moreover, RBFCU's application process is easy to complete and their rates are extremely competitive with the current market. read more

The customer service is a travesty. Take some notes from those who've mastered the art of great communication and human relations skills. If money was transferred from one of your accounts to another one of your accounts : why can't you transfer the money that was sent to this account in error back to the original account? And then have the audacity to argue with me when I tell you that's not my account!! THIS is why I will never bank with this credit union ...ever!! * I gave it one star because they don't have negative stars!! read more

First of the month problems again. May 1, 2024. Pulled up my online account like I do Every morning. To my surprise, none of my CDs are showing in View Summary. Checking and savings are correct, but no CDs. started calling at 8:10 a.m., on hold, transferred, then after 30 minutes. Had to leave my phone #. Also all CD interest for last month are showing up in the wrong savings account. Several holds later after Rep called back. He states I must have changed all 20 CD distribution from Primary savings to a 2nd Savings...Wrong. Now He is changing distribution BACK to the correct primary savings account. read more

My name is Silvino Pires, I've been a member of RBFCU for over 10 years, and I have currently 4 accounts at this bank. I USUALLY keep a MINIMUM balance of $10k among my accounts. I also have a master credit card from this bank and a personal line of credit. I also move OVER $330k a year through my business. Well, I want to say that my rates with either the credit card and credit line are the worst possible going from 11% and up. I've tried loans with RBFCU and have been declined a few times. When I was approved, the rate was a rip-off. Some of these loans have been approved by other institutions such as Capital One, Ally, GM Financial, and Credit Human for a much lower rate than my bank. A couple of times RBFCU has put me in a very inconvenient and embarrassing situation. This time was the worst: a former partner, which I had a joint account with in the past, made a transfer of $7k to my account (same bank transfer) on Saturday, April 20th, and they put a hold on the money for a few days. On April 22nd I realized they froze all my accounts and cards that I and my employees use to run my business. I had to stop all operations because my employees had no way to run without the money. I went to the branch and I called the fraud department unsuccessfully because there was nothing they could do about it. They told me that my beneficiary had to call in and release the deposit he made. This took him another extra couple of hours on hold (terrible and inefficient fraud department service). Most of my business day was compromised. Finally, after my ex-partner talked to them they released my accounts but guess what? They they pulled the transfer($7000) back to my friends account. This morning I called my friend and told him I didn't get the money. He transferred the money again to my account, and the bank put another hold on my money. For me, This seems like a joke. They must be playing a game with me. I find it extremely ridiculous to put a hold on a legit transaction between two members in the same bank, and freezing all my account and cards is way out of boundaries. There Reasonable explanation, and reason for a bank to do that. It's irresponsible, offensive, insulting, financially harmful, and not injurious. I have called the bank fraud department today and requested the fraud department person in charge to call me and give me an explanation of how The bank is protecting me from freezing all my accounts. Explain to me what freezing all my accounts and cards, have to do with a "suspicious" deposit. I'll definitely post here their reasonable response if It's a reasonable one. read more

I've been a credit union member with RBFCU since 2009. I just found out there's credit disputes department that you can't talk to if you have issue with your positive credit information not being reported it seems RBFCU has not been reporting my credit information for over 90 days and it's like they really don't want you to even speak to someone in that department it may not even really even be a department. I've sent multiple emails to the credit disputes department, with no response I never even got a follow up email this is very unprofessional and not what I was expecting from Randolph Brooks Federal Credit Union. read more

Last straw. The Kerrville RBFCU location has to be the worst managed facility. The ATMs are either both broken or not able to perform all services. It has been this way for at least 8 months. I was hoping it was a temporary issue, and the bank management would get the issues addressed and under control, but it seems to be not addressed at all. I am officially done and looking for a bank with better management and customer service. read more

RBCFU has become a NIGHTMARE! They want quantity, all they want now is to increase customers, get them in the door and treat them like dirt! For 10 years we used them always gave low rates on numerous car loans, high yields on investment accounts, had excellent customer service for our business accounts, even got our kids set up with account. Then starting in 2021 they went down, way down. Many mistakes, no accountability, no responses to concerns and now after formal complaints we will be SEEKING LEGAL ACTION. Too many issues to list but the main one was pulling $700 from my son's account to cover a balance on one of the many accounts of mine. They could've notified me or pulled from mine but no they stole from my sons hard earned money and told him I went in person and withdrew the money from his account! APPLIED TO MY BALANCE AND CLOSED THAT ACCOUNT. read more

Never got assisted. Even worse, this bank will reject your transactions with a debit card, even with sufficient funds. No texts or calls to approve charges. No notification of any kind, at all, really. They will just happily reject you at point of sale. And if it's a Sunday, there's absolutely nothing you can do about it read more

If you decide to use this Credit Union as a bank be prepared for the honeymoon phase to quickly wear off. RBFCU has a terrible website and making a payment is very complicated through both the app and the website. Dont even bother using the app if you have an outside bank as a primary payment account. Account notifications do not serve their intended purpose and this CU literally has the worst customer service possible. Check their BBB rating and you will see for yourself. read more

Have been a member one week. Not a sister branch so I needed an account if I wanted more than ATM access. Took me 3 days to get ATM card because they don't issue them there, no the spot. Went back to branch because I had trouble with card not working. Was told I had to call 800 number because they can't reset PIN inside the branch! Withdrew my funds. Checking out Travis County Credit Union read more

This is the worst bank ever it used to be an excellent bank now it is just trash. I have been trying to transfer some money out of my account and it always goes back to the fraud department even though my account has been open for many years and I've never had one problem with this stupid bank. I am absolutely disappointed. Disgusted and I regret being a customer of RBFCU. Don't you ever open an account here it is a financial trap. read more

We used RBFCU to finance a vehicle once due to low rates and the process was relatively painless. As such, when they continued to spam me with credit card offers, I finally took a look and decided the rate was good enough to go ahead and apply. Mind you, I don't apply for unsecured credit, nor do I generally need to, but I was looking for a good cash back option for daily purchases. We have a perfect payment history going back 30 years with exceptional credit scores well above 800. I meticulously watch our credit like a hawk and do what I can to keep our scores high. RBFCU did a hard pull on our credit even after I provided all relevant information, then decided to deny based on income to available credit ratio. Yes, I have a lot of available credit because I maintain very good, long-term relationships with the institutions I do business with. I would have been using their decent interest card to replace some of that, but I suppose that does not matter. And our income is good, so I have no idea what their criteria actually is. I think they could have made that determination without pulling my credit history. So now I have a hard pull on my credit for absolutely no benefit, and quite frankly I'm pissed off. It feels like a bait and switch issue, and they are still spamming me with credit card offers. Also of note has been each of my contacts with their service...they seem cold and distant, and a little off-putting and rude. I don't think we'll be doing business with them again. There are other credit unions that offer comparable rates that I'm sure are happy have us as their customers. read more

I have several different banking accounts and RBFCU has the WORST and most DIFFICULT mobile deposit platform I have ever experienced!! What is going on RBFCU?? read more

I was extremely disappointed in the Potranco branch in San Antonio and in Randolph Brooks FCU in general. I'm blocked from mobile deposits because of a problem on my adult step-son's account and it couldn't be resolved over the phone, so I had to go in person to get help and make a deposit. Last Saturday around 11 am I went in and saw a line of people waiting for a teller, and someone sitting at the front desk with no line. I told Daniel about my problem and he refused to help me, telling me I need to get in line with everybody else, that he has other costumers he needs to help. by this time there was one other customer behind me, but at least 15 in line for a teller. I explained that this is not a normal customer service matter, that I've already tried to resolve this over the phone, that I shouldn't even have to be here because this shouldn't be an issue, but he was adamant. He would rather have me tie up a teller for however long it takes when there's already 15 people in line, instead of helping me himself with only 1 customer waiting for him. So then I had to stand in line for about 25 minutes, and then I was helped by a very nice teller who really tried to help me. I think her name was Diana. She called and spoke to people and said things were fixed and it should correct itself automatically very soon, but it didn't . There were only 3 tellers available and I took nearly 30 minutes of her time while people waited just to make deposits, because Daniel did not want to help me. I found their customer contact email address and messaged them about what happened, and I got a reply the same day that someone from the branch would contact me to discuss my issue. It was Wednesday evening when I thought about it again and realized that no one ever called. When I messaged the customer contact people this, they said someone would contact me as soon as possible. That "messages were replied to in the order that they were received." Yeah, same attitude as at the branch! I messaged again that it was ridiculous that no one could contact me in three days, and I was closing my accounts. They replied again, this time saying that they checked with the branch manager, and he said that he tried to call me twice and left two voicemails. I could contact him at the number given. I checked my history and there were no calls and no voicemails. Why should I call him! I'm the customer! I'm closing my accounts with Randolph Brooks and you probably should, too! They used to be a great company, and it really saddens me to see how poorly the Potranco branch is run. I never thought I'd be in this position. I have sung their praises for years but this is ridiculous read more

I've been a member since the age of 16 and the customer service has gotten so awful. 24 dollar NSF because I was 18 cents short??? Gonna try to see if they can reverse the fee on this upcoming business day, but you have to practically beg them to do it. That NSF fee was the last straw for me. I have decided to make another credit union my primary. The only reason I am keeping my RBCU account open is because I have family members who like to transfer money to me and they have rbfcu accts. They use to be decent to deal with but now I feel they operate more like a bank than a credit union. ​I get better business and customer service from other credit unions. read more

I have had nothing but issues with this bank for several years. I came to write a review to share my experiences, but now I see... I should have looked because everyone else already did. The MOST atrocious bank I've ever been with. Maybe one good employee in the entire company. They should get bought out. read more

So upset with my chat rep maria terrible terrible service refused to answer a simple question that I had . Said she was not going to answer it because it was tailored to one of my missing accounts . I also feel she mocked me because I said the word general and choose to correct me 3 times saying it was not general . Closing my account the same day they open up ! Been with RBFCU FOR 9 years they have went down hill. My mom closed the account with them last month and now me and my husband are both closing our accounts next week so unhappy I posted the reps responses on Facebook I need to save people from making my mistake . Glad I wasn't the only one that saw her terrible attitude. Prob gonna try A+ now or velocity ... so glad I didn't try to get a auto loan with y'all read more

*****Editing this review to add that after I wrote this, RBFCU customer service did reach out to me and were able to refund the NSF fees. They also apologized for the bad customer service and insisted that they would do some coaching with those folks I spoke with. I appreciate them reaching back out. Only leaving 3 stars because I think it is an issue if the customer service department is picking and choosing who they want to refund fees for and can easily see how personal bias might affect this. I do hope they get training in this area. I'm pretty disappointed in RBFCU. I have well-established accounts at other banks including another credit union and have had accounts here for years. I have a very seldom-used business account that had a PayPal issue and ended up with multiple NSF fees before I caught it. Called to see if there was any way (being a well-established customer) we could have the fees waived and was given a quick no before I even finished my story. I know for A FACT they have done courtesy fee waivers before for other acquaintances and was blatantly told that they do not do them ever. Seems like there may be some equity issues here. It's not the first time I've seen this issue at RBFCU. I then go on to ask the "customer service supervisor" if I could have her name and her direct supervisor's name so that I can verify this information. I was told they didn't give last names, email addresses, or basically any other contact information. This is strange because most people have at least a business email address. We had planned on refinancing our home and car with them, but not when they fought me over $29 NSF fees. This will probably be my last straw with this bank. There are too many other options out there for them to treat established customers like this. read more

Pathetic! BillPay down over a week! So, trying to move to RBFCU from USAA, just to find out that their billpay has been down for over a week. I'm just glad I found out before moving completely. This caused be to look at their reviews overall... and wow! I can't beleive they still exist with the absolute mind boggling issues they have. They are just not capable of running a bank...and it is evident with the numerous long term systemic issues. read more

Received a follow up from RBFCU, I really appreciate the supervisor who reached out to me to try to resolve my issue for next time. Hopefully this doesn't happen again. I would say staffing your critical support lines is needed plus extended support hours. read more

RBFCU let someone get into my account without verifying their credentials. Now they want me to drive 3 hours to bank with 2 forms of ID and meet them in person. Question is why did they let a stranger hack my account? Writing this do customers can beware of RBFCU and find a more secure bank read more

Rbfcu credit union has horrible customer service and bottom line crooks! They will take your money out of your account even if it is not your money! Therefore creating a hardship for the account holder that is disabled that you represent to pay his bills and daily living! The manager and customer representatives are rude and don't try to help with a resolution! I am so disgusted with this bank and recommend to find another credit union! read more

first, I was treated well at branch level, secondly, I had not done any thing illegal or fraudulent ,, the problem was started by a complaint to their fraud department by an other institution that I had no dealing with. I was forced to close my 40 yr old account because I sent money to a private individual that I had not slept with. They called me to verify the transaction and I approved it. They told me that they no longer wanted my business and blocked my on line access to my account. Then days later they told me I had to close my account. Because most of my direct deposits were going there and no access to the account, it took about two months to accomplish and several overdrafts because I couldn't close the bill pay and on and on and on. For them to send money, it takes3 or more business days, for someone to access my account legally or fraudulently takes seconds. read more

RBFCU sucks my account was fraud twice with in 2 month they shut the account down and re issue me two new account and allow my old account that was fraud to collect over draft fee and run it up to over 300 now the bank fraud me now seem when they allowed the account to add up fuck RBFCU worst cu service ever read more

I sporadically get emails from them saying my phone number is changed on my account and to check with them if I didn't make the change. THE PROBLEM is I haven't had an account for over 20 years. Called customer service twice to verify that I don't have an account which they confirmed I didn't and that it was an email "mistake" and not to worry about it. Twice in a couple of years. They also stated my account was closed in 2019 when it should have been closed around 2002! Fix your Banking process and your IT Department. I do worry about it with all the scams and hacks every day of the week. The person on the phone was very nice though. read more

I will start looking for a new bank or credit union. RBFCU is not the answer if you believe in Customer service. They don't know what that is. I've been with RBFCU for 8 years... On to the next one. I should have done my research before banking with RBFCU...Lesson finally learned. read more

My family have been members of RBFCU for over 25 years. The loan rates are great, but the customer service has fallen off a cliff. I usually sit on hold for an average of 20+ minutes. I tried to dispute a unauthorized charge of over $250 online. It accepted the dispute, cancelled my card, said my account would be credited the next day, and I would be contacted. They did not credit my account, nor did they contact me. Now I'm forced to sit on hold waiting.... My family and I have been so frustrated with the poor service lately that we are searching for a new bank after 25+ years. read more

RBFCU used to be one of the top customer oriented, customer driven credit unions and sadly, I cannot in good conscience make this claim any longer. I've been a member for 30+ years and enjoyed all the perks of being a member; cash back master card; no fee accounts; convenient locations; exceptional, competitive loan rates....so many perks that mean so much to every day, average, hard working people. I visited the Boerne branch to use their coin counter and cash in coins I've collected for a while and was told, yes, they had a coin counter available, but there is a 5% "member" fee and 8% "non-member" fee for the service. What?!?! I was shocked that members would be charged for this service at all! I can understand charging a fee for non-members, but why are members, LOYAL members, being punished like this? I always felt I was more than a "number" being a member of RBFCU, but apparently, it seems Randolph Brooks has joined the ranks of big business and views its members as mere numbers...so much for customer loyalty. read more

Been a member for years and even recruited family and friends and I'm absolutely disgusted with their customer service now. Garbage bank that couldn't care less about their members. In the process of closing 6 accts and paying off my car that is financed through them. Take your money where your loyalty will be valued. read more

RBFCU needs to improve how they handle potential fraud alerts and go back to allowing customers to notify them of their travels. My husband and I contacted the bank to let them know we would be traveling internationally, only to be told we no longer needed to notify them because they have a new system. Well, their new system was to decline our transactions and issue fraud alerts. We were on a Mediterranean Cruise to several countries and we received continuous fraud alerts and declined transactions throughout the entire trip. Not only was it embarrassing but also placed us in a very vulnerable state. We had to continuously make international calls the entire trip to get our card active again, only to have the exact same thing happen again. They cost us stress in wondering whether the next transaction would go through, money in international calls and ruined our vacation dealing with this. Since arriving back home we are still receiving fraud alerts for transactions from 2-weeks ago. This is ridiculous. We will be transitioning our accounts to a bank that is able to provide better service than this. Never will we be placed in the vulnerable position RBFCU placed us in. read more

I have had them for years (only god knows why I've kept them because I don't) and I've had issues with them since day one. Just last month; they "had a glitch in the system" WHILE I WAS GROCERY SHOPPING, didn't answer literally one minute after close, and didn't have it fixed until the next day. Today, I had multiple fraudulent charges and an insane amount of fees from them (they charge like $30 A DAY you have negative charges), and I was asked to show proof of it being fraudulent. I did. I sent them a screenshot of the email showing my things were being replaced. They said it wasn't enough info. I told them to close my account if they wouldn't take the charges off. They said they wouldn't close my account unless I paid the charges they put on my account over fraudulent charges I proved werent mine. They said "Just let it charge off and go to your credit then". ARE YOU SERIOUS?! Any tiny cent past negative, they charge a crap ton for, by the way. And it continues to go up. I will NEVER recommend RBFCU to anyone. I'm now contacting my lawyer about the issues with them... read more

I would give this bank a negative star if I could. Bank Restricted my account as an error declined my Debit card transactions, went to the ATM and declined and took the card. Left me stranded when I had to leave town with no options. Beware and stay away from RBFCU, you will never get costumer service, the only option you have is to speak to an agent on a computer monitor. Sad part is I've banked with them for over 4 years now was extremely loyal now I'm just gonna take my buissness some place else. This credit union is a joke specially if you are a buissness owner and even attempted to apply for a PPP loan. Basically left it's members forgotten In one of the worse times in history. I had to apply to an out of state homestead in order to get funds. read more

I have had great experience with RBFCU. I use the one in Kerrville. They have done many transfers, plus all the usual tasks. Today, Juan helped me with the limit on my debit card so that I could run through a big charge. He was efficient and very polite. I am happy! read more

Better than Wells Fargo or BOfA - tht's all I can say. But on their way to being just like those places. read more

Update: Well this isn't convenient. Apparently RBFCU did a hard pull on my credit on 3/7 and now my new mortgage company has a ton of follow up questions for me. Really appreciate all you guys have done. You can stop now. read more

I have been with RBFCU for 10 years and this is the last one. I have their cash-back MasterCard, which they rolled out the new version of it called the World Card. It will NOT show my payments in the available balance and it won't show a rolling balance, so there's no way to know if your total is correct (which is alarming since their "available balance" is incorrect). Plus, the old card used to let you dump your cash back into your checking. This new version ONLY lets you put it on their card (as in the card that won't show you if it really applied the payment to the balance or not). I used their chat last Saturday about this problem and was told a supervisor would contact me Monday. Nope, didn't happen. I contact chat again on Monday and on Tuesday. A supervisor finally emailed me on Tuesday. I replied with further concerns and have not heard back from her since. It's Saturday. read more