Complaints

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since October 10, 2022, I have received 18 (and counting) calls from a number of ************ claiming they are from Redstone and wanting personal information including bank account number. I have called the real ********************** twice about these calls and was informed on both occasions that these were scam calls. When I ****** this number, it has no connection to Redstone. The person at the 833 number gave the correct name and address of Redstone, but said that Redstone's number was the ************ number and that ************ was their fax number I have REPEATEDLY told these people to stop calling me and that I'm not giving them any information. Its hard to believe that Redstone would have foreigners with a known spam number call people repeatedly and ask for personal information especially since they want you to change your password often and require multiple layers of ID vertification to recover a lost password.

  

  Business response

  11/28/2022

  In response to your BBB inquiry dated 10/18/2022, we have researched the account referenced and placed your telephone number on our do not call list.  Please be advised, you will continue to receive periodic statements regarding total balance owed and minimum monthly payment due until the debt is paid in full or closed.
  
  Thank you for being a valued member of Redstone Federal Credit Union.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Three weeks ago, September 21, I opened a checking account with Redstone Federal Credit Union and received a Debit card. Yesterday, Oct 10, the debit card would not work (the 5th time a charge was to be made as part of a referral offer RFCU had made). I could not find anyone to check on this yesterday (Columbus Day), or today at 8 or 9 am. At 10 am I was able to reach a person at a "call center" who said the card had been closed and I had been issued another card also on ****. I was not given 2 cards on **** . The agent would not give me numbers to reach the branch which had opened my account but said she would ask the manager to call me. The numbers I was given **** did not respond. The agent would not give me a number to make a complaint to management. One agent told me the second card, with a different number, was mailed to me in a plain envelope. Another agent said that would never be done. Another agent tried to transfer my call to the manager of the branch which issued the card. She said the manager was on the line but when the transfer was made, I got only an answering machine but did leave a request for a call and my phone number at 11 am. It is now almost 2 pm and I have received no call.There are two problems here: 1. The card issued to me ****, which I never received, needs to be secured properly and I need a card which will work. Yesterday was an embarrassment when I went make a purchase. 2. I need to be able to communicate with the branch I was trying to do business with, and I need to be able to reach someone, even on holidays, if a card has been lost, stolen, or has an unexpected problem. On Columbus Day, when many other businesses and schools were open, the Redstone online "chat" option said, "there is no one available today". Going in person to the branch office is not an easy option since I am 80, and I need to at least know there will be the appropriate person available to talk with me when I get there.

  10-**-22  I would like to add the following to complaint ******** to RFCU:
  
  
  
  
  
  

  

  Business response

  10/18/2022

  We apologize for the error that caused your card to not work. We are pleased that you were able to visit one of our branches and get your concerns resolved by our branch manager. If we can assist you further,please contact us again. 

  Customer response

  10/21/2022

   
  Complaint: 18198562
  
  I am rejecting this response because:  There was no response to my request to clear any damage to my credit score because of the cancelled card which was clearly not my fault, and not much evidence the complaint had even been read.  With that noted however, I do not wish to pursue the complaint any further. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm depressed and suicidal after dealing with the unauthorized use of my personal information. Which resulted in this unauthorized item on my credit report. I sent letters over 30 days ago and they failed to get back with me with sufficient validation. This account violates the FDCPA and must be deleted immediately because those are serious violations and I could be compensated for them.

  

  Business response

  08/15/2022

  In response to your BBB inquiry dated 8/11/2022, we have researched the account referenced and determined  you are an authorized user on the account. Credit card account and payment activity may be reported to credit bureaus on authorized users. Upon request, by an authorized user, RFCU will delete and discontinue reporting. Based on your BBB inquiry, we have submitted today, a manual update to Experian, Transunion and Equifax to delete the account referenced in the inquiry from your credit file. Thank you for your membership.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Money was fraudulently taken out of my checking account via CashApp without my knowledge. These were a total of 5 fraudulent transactions amounting to a total of 2,960 stolen. After doing my own research and checking my bank statement I immediately contacted my bank (Redstone Federal Credit Union), and informed them of the activity. It was escalated to fraud department but to no avail. My account is still in negative and none of my funds have been returned.

  

  Business response

  07/21/2022

  Management has re-reviewed your fraud claim, and as indicated in our letter to you dated July 11th, 2022, RFCU is unable to validate your claim due to details discovered during our investigation being inconsistent with evidence available to RFCU. Your case has been closed and we encourage you to seek any further assistance from CashApp directly. We regret you are dealing with this situation and appreciate your membership.  

  Customer response

  07/28/2022

  I am rejecting this response because: an apology for something I had no control of is no help to me. I have lost a lot of money. I’m willing to settle for at least half of my money refunded back to my account. If not I will continue to further my case and take the proper steps until it’s resolved more in my favor. If my bank can’t protect my money, then they don’t deserve to handle my money nor anyone else’s for that matter. 
  

  

  Business response

  07/29/2022

  Without evidence to support your fraud claim our decision stands and your case will remain closed. 

  Customer response

  08/02/2022

  I am rejecting this response because: I provided the statements and disputed all transactions that were not made by me. What exactly are you asking me to provide? To my understanding I catch the problem and report it to my bank, and my bank investigates and bring the evidence back to me, not the other way around. I will further look into the banks policies and procedures of lost funds (via. fraud) in search of why my money is not subject to same protection as any other person(s) who banks with Redstone Federal Credit Union. I’ll also further the issue of the not very pleasant call I unfortunately had to endure with a staff member of the Redstone Federal Credit Union Fraud Department. In which he provided no helpful solutions/information  about the problem, and only accused me of knowing the person who stole my money with no actual evidence to support that laughable accusation. I will be furthering the matter outside of Redstone FCU. fraud department to various lawyers and will also be sending a letter to the current attorney general of the United States. I will make sure the incompetence of this bank/fraud department and lack of the protection of the customers funds be known, and my funds returned because of this incompetence.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our son has moved to ******* for his job. He is over seven hours away. Redstone shut down his card, without a warning, stating Fraud and he was left with only the money in his pocket and told two weeks to get a new card. Not a huge issue, we set out to meet him halfway to give him money and to tide him over until the new card arrives. My husband and I went to Redstone on **** Dr. to the *** and put our card in and the machine malfunctioned making it impossible to retrieve the card. I walked to the next *** and the teller said, we will reboot. The wrong *** was rebooted. Three tellers later, "someone is coming out to help". After two calls, insisting to speak to a supervisor, an IT tech was coming and was nearby. Waited. Come to find out, he was coming "sometime, maybe not today, who knows, could not find cooperation on an ETA". "Sorry, branch is closing, leave your card stuck in the machine, we can cancel the card, we will send another". The mishandling of this situation on multiple levels leaves us wonderful what our membership since **** means. We are en route to meet our son and are contemplating meeting with other banks in the area and telling every friend, business contact, outlet available to us that they should think twice before placing their finances in the hands of this credit union. In summary, machines malfunction but the issue is waiting over an hour and told over and over the machine was being rebooted and a tech was on the way with none of that being true. Lying to get a person off the phone is unethical.

  

  Business response

  07/21/2022

  Thank you for bringing this situation to our attention.We sincerely apologize for the miscommunication and will use this as a learning and training opportunity for our Interactive Teller Machine (ITM) teller team.We understand that *********************************, Assistant Manager of the ******************, has reached out to you.  Thank you for your membership and we are very sorry for your negative experience. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've attached the Chat History that took place on 4/14/2022 at 11:41:41 a.m. I wanted to confirm when I became a member. Unfortunately that wasn't possible but they had me complete their security protocol to give me the year I became a member. I also bank with ******* *** ****** Union in Lincoln, NE and the date I became a member can be found online. So no need to ask customer service. I also bank with ******* ****** Union in Albuquerque, NM and I had to complete their security protocol to get the full members date. I'm concerned about how security is treated, if Redstone Federal Credit Union has me providing my birthdate, last four of SSN and send me a secure text to confirm it is to a cell phone attached to the account, I just needed a date. Its inconvenient to come into the office especially if you have a protocol set up to give me more critical information over the chat then my members date.

  

  Business response

  05/04/2022

  Thank you for sharing your experience with our chat representative. The information requested during your chat session is used as a challenge question in the event a member could not use text authentication or our text authentication platform is down.  Based on your experience, we are revisiting the information provided to our members after text authentication has been performed. Thank you for bringing this matter to our attention.  

  

  Business response

  05/05/2022

  Thank you for your response. Before a process change can be made, the changes first have to be approved by several departments within the credit union.  For that reason, we are unable to provide you with a specific date as to when these changes can put into our procedures when a member chats with us.  Based on your response, we are providing you with your date of membership which is 5/11/2015. Please note, this question has been removed as one of our challenge questions, in the event text authentication is not available should you contact the Member Contact Center in the future.  

  Customer response

  05/10/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

*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. ↩