Complaints

• Initial Complaint

  03/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive had multiple fees for the same transaction , further denied remote deposit opportunities to correct said fees after my complaint!!

  

  Business response

  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

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened bank account December 17 2022 at the Madison ** location located on county line road. I deposited money into newly created checking and savings account. I also provided a friend with my account number so he could deposit money into my checking account while I was out of the country. I visited the bank on January 12 2023 because I could not Zelle out of my account or use my debit card on vacation. The bank asked me for the government name of the person that sent me the money and said my account was under investigation because the funds were stolen. I spoke with ************************* at the ************* location in ********** **. She stated since I did not know the persons name that sent the money that the funds were flagged as stolen. She also asked what was the reason the account was created. She said they received a lot of fraud attempts and it has been on the news. All which has nothing to do with me.

  

  Business response

  01/17/2023

  ******************************,
  
  Thank you for making us aware of your concern.Redstone Federal Credit Union strives to ensure all our members are protected against any potential concerns, especially regarding newly established accounts. Based on your unique situation, enhanced due diligence was needed in reference to your account activity. Thank you for assisting us during that process. Any account restrictions have been removed and your account is now available for your use. Please feel free to contact us again if you have any further questions or concerns.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Redstone uses some type of third party fraud protection company who has recently gone completely off the rails. I have been a member for 30 years and in that time have been subject to fraud and had to cancel my card 3x, none of which were ever caught by this company. However, my card gets cancelled at least once a week due to suspicious activity which involves me shopping at local thrift stores for my business. I shop at the same stores every week and every week my card still comes up declined when I try to get gas. It feels like Im being harassed, to be honest. Every time I try to use my own money I expect for it to not work and ** surprised if it actually does. That is not ok for a bank. The fraud protection company claims that its the banks fault. The bank claims there is nothing they can do. This is absolutely outrageous. Keep in mind, theyve never successfully caught a fraud for me. They just harass me, hold my money ******, and waste my time every single week of my life. I tried to do some whatnot auctions and was marked for fraud 31 times in 1 day. I had to call these guys 31 times in a single day. They couldnt whitelist transactions?

  

  Business response

  12/29/2022

  Thank you for your membership with RFCU.  We have replied to your email dated December 25, ************************************************************ our Contact Center. We value your comments and will utilize your feedback to suggest improvements in our debit card fraud monitoring. Please feel free to contact us again if you have any questions. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I opened a **** credit card with ********************************* (RK) ?member number *******. On 10/26/22 My IDCare credit protection company notified me that my current address was changed on my RK account to an address in ******, ****. On 10/27/22 RK confirmed address change and several $501.50 cash transactions made. I stated that I did not change my address and am not responsible for this fraud amount. RK began an investigation. Called 12/06/22 ** said the matter closed and that I was responsible for the amount on the account which had grown to 10 transactions of $501.50 each. During this conversation I also found out that Rural King had issued a second card that was sent to the ****** **** address and that card was used to make the 10 $501.50 cash transactions from an ATM located in ******, ****. I still have my original **** credit card in my possession. My husband and I have never used this **** card at an ATM. My husband and I only have the card on our possession when we went specifically to a ****************** firmly believe that their online banking system was hacked (internally or externally) and that coupled with their inefficient identity theft procedures leaves this fraudulent activity solely ********************************* responsibility. Sending a replacement credit card to a new address should have been an immediate flag and require a thorough investigation and immediate notification to the initial cardholder for verification. How did this fraudulent person request a new credit card? Whenever my husband called Rural King to inquire about this account the automated answering would ask if the phone being used was the owner of the account phone and when he said no he was then directed to a customer service agent. The agent would not discuss the account with my husband until I got on the call and gave my permission. How did this fraudulent person request a new card without permission from the account holder?

  

  Business response

  12/13/2022

  Thank you for your concerns involving your *********************** and speaking with me.  As discussed in our conversation, the matters addressed in this complaint have now been resolved to your satisfaction. If we can assist you further, please contact us again. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am ********************************* sending this complaint on my Behalf. I'm depressed & suicidal after dealing with unauthorized use of my personal info. Consequently, my credit records contain unauthorized item. They have not responded to the letters since I sent them over ************************************************** with sufficient validation. This account violates the ***** law and must be removed immediately because those are serious violations and i could be compensated for them. I know my rights and I'm seeking litigation!

  

  Business response

  11/16/2022

  Our records indicate that we havent received a dispute from you, but were turning this over to our Credit Support Team who will be following up with you on this matter.

*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. ↩