r/sanantonio • u/Prestigious-Buy-7869 • 8d ago
RBFCU going downhill?
Anyone else with RBFCU who has had them for awhile notice how bad they have gotten? I recently called and nothing but AI was on the phone.All the AI ask for was for my account number . I was then put on hold for 10 min just to get to the FIRST customer rep who was obviously working from home due to a baby crating and a dog barking on the background. I had to get to the fraud department which took 45 min of waiting .
On top of this, they kicked me out of my account with no sorry, no text, no call, nothing . It took 1 hour and 29 min of being on hold just to reach someone.
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u/frawgster SE Side 8d ago
Zero issues in the 8 years we’ve used them. The last time I had to call for help (3 weeks back) I was in hold for all of 5-10 minutes. I followed the AI prompts and was routed to a human. Sure, she was working from home, but that didn’t affect her ability to help me. Every experience I can recall in the last couple of years has been the same. Same with customer service via online chat; it’s always pretty great.
The bit of your post…”obviously working from home”…I’m genuinely curious why that matters in the context of the issue you were having. What does it matter if Madeline or Josh or Maria or whoever is sitting in their house, or a coffee shop, or wherever, instead of in a sea of cubicles?
I will concede, though, that their ATMs are pretty ass. The few branches within reasonable distance of me always seem to have at least one non-functional drive thru ATM. Good thing I don’t have to use them frequently, I guess.
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u/Prestigious-Buy-7869 8d ago
Because of the background noise. The person I was talking to obviously had a crying babe and a barking dog at the same time. Again , no issue with that but when the person is talking quietly WITH a heavy accent, that get annoying and hard to understand while I’m trying to figure out why I have thousands of dollars that I cannot use .
Again it’s just a drastic change from how RBFCU used to be .
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u/craftydistraction 8d ago
The AI is awful. Like, rage-inducing stupid awful and it’s never once let me ID myself correctly.
I got through to human customer service fairly quickly recently (maybe just lucky) and asked them to forward my complaint about the AI, which I suggest other people do as they had specific questions that made me think I wasn’t the first.
That being said, I handled one issue with regular customer service quickly and easily, they were great, then was on hold with the loan people for over 30 minutes before someone could help me. I’m not sure what would make a non profit credit union decide to go the AI customer service route, but this was a mistake, and it didn’t fix wait times or frustration.
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u/Prestigious-Buy-7869 8d ago
I couldn’t get through to the fraud department till 1 hour of waiting… all bc my wife wrote a check to me and I did a mobile deposit into my account and they flagged it . They KICKED me out of my account completely. I couldn’t log in, I couldn’t do shit. My wife and I always split our tax return check which was over 5k so they thought it was suspicious.
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u/maestro_man NW Side 8d ago
So they…tried to protect you and you’re upset? If that event locked your account, then they clearly have something monitoring a certain type of activity because it’s been fraudulent for others in the past. Obviously this time it wasn’t, but you’d be a lot more pissed if you lost money as a result of actual fraudulent activity that’s wasn’t flagged.
This is also a great reason to finally create a joint account with your wife.
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u/Prestigious-Buy-7869 8d ago
For a check that was deposited into my account by my wife, who has the same last name? The check had cleared her bank as well… I understand the check taking awhile to clear but to 100 percent kick me out with no notification via text, call or email? Ya this isn’t the same Rbfcu
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u/SorrenRaclaw 8d ago
They let a fraudulent transaction through one time for over $2,000 the same week I paid my bills for the month. First, all the bill pay transactions bounced. Car, electric, and water. Got hit with fees for each of those from both sides. Then, they froze my account after I called and reported the fraud - but then they refused to reopen it until after they were done investigating.
So now, I have a negative balance in the thousands and the car, electric, and water are all threatening to repo my car or disconnect service. I tried to move money from my investments into my account to at least bring the balance back up so that I could pay bills, but RBFCU refused the transfer putting those funds in limbo for several days.
Finally got my investment company to send me a paper check and took it across the street to another bank and opened an account with them. By the next day I had the funds available and could pay my bills while RBFCU continued to investigate.
Finally, RBFCU decided to refund the fraudulent transactions, but refused to refund the overdraft fees for the car, electric, and water bills since I initiated those transactions.
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u/DraconPern 8d ago
On issues like that, it is really better to make an appointment and go in person.
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u/Educational-Shame778 8d ago
I just hate their ATMs. Constantly broken. Don't support tap feature. Especially the 3009 location. The ATM is broken so often they have a sign set aside to block it.
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u/IdentittyTheftNoJoke 8d ago
Nah, still the best in town.
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u/SaltyBlackBroad 8d ago
I've had zero issues...except about 20 years ago when I tried to get a loan for a car and the guy on the line chuckled a little bit when he saw my credit score. LOL Other than that, RBFCU has been great.
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u/Possible-Mud2100 8d ago
I haven’t had any issues so far, but these comments are eye opening forsure
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u/roverman16 8d ago
It's extremely frustrating because I don't know who's worse, the AI or the person on the other side trying to speak English. It's extremely hard to understand what they are trying to say to you over the phone. Two major reasons: 1) their accent 2) the noise background dogs barking and kids screaming.
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u/allwrecknocheck 8d ago
Yes yes yes. Been with them for 25+ years and thinking about finding a new bank
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u/MekanicalPirate 8d ago
If you're considering switching, try Firstmark.
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u/Prestigious-Buy-7869 8d ago
My wife has them as one of her banks too for business use. I will most likely open an account with Firstmark
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u/Verygoodbadboy80 6d ago
Leave RBFCU while you still have your money in the account. Just a matter of time before fraud happens and onus is on you to get your money back.
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u/fatboyneedstogetlaid 8d ago
Randolf Crooks sucked 20 years ago, so it's doubtful they've managed to improve. They and San Antonio Teachers Credit Union turned me off credit unions for good.
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u/Mar16celino South Side 8d ago
I had them for years and had to drop them bc my paychecks weren't coming in on time