Consumer complaint received 2022-01-25
Company: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with signing the paperwork

Complaint:
XX/XX/XXXX I applied for a refinancing of an existing loan on my XXXX XXXX XXXX XXXX, my existing loan I have through Randolph brooks federal credit union, and I was trying to get the interest rate down from 12 % because I had been working at my new job and my credit score was finally up to XXXX, I applied this application number # XXXX. They approved my refinance around 5.3 % or so, then they told me I had to send them the title but I explained since I lived in Florida the state of Florida has and owns the title per Florida state law and they ( rbfcu ) had sent Florida the title so they should know this. Then two weeks later they still hadn't sent me paperwork to sign and responded that I had a laps in my truck being registered and this was a lie, the truck had never been without being registered it went from being registered in Texas to Florida immediately. I sent them proof. Two weeks later they responded and said again that it wasn't registered and I would have to reapply once it had been registered for 6 months I called them and messaged them and told them again that was a lie and proved to them it was wrong. Then they came back and said I couldn't get gap insurance on my truck and they would have to resubmit the loan, I said I didn't want gap just send me the loan paperwork to sign they refused, then they said the loan terms had expired and I would have to reapply. Now it was approximately mid XX/XX/XXXX so I reapplied for another loan in mid XX/XX/XXXX they came back and approved this second loan but with higher interest rate around 7 %. They said my credit score had went down this was the second loan application. I agreed and asked for the paperwork to sign, two weeks go by and no loan paperwork, I call and message multiple times in XXXX they give me numerous complaints on errors with my loan saying again the truck was lapse on being registered, this was again false and a lie, I called them and provided evidence again 3rd time!!. Then they said I couldn't get gap insurance on my truck I said fine just send me the paperwork. Several weeks went by and no loan paperwork to sign I messaged them through their website and called, and refused to let them ignore me even though I work during the daytime and tried everything to get a response. Finally on XXXX they sent me the paperwork to sign, I signed it and received confirmation that it was signed correctly on XX/XX/XXXX. Then I waited and on XX/XX/XXXX they removed the full amount of the original loan so I called and asked what happened with my loan and they said there was an error with signing the paperwork and I would need to apply again for another refinance loan ( 3rd time since XX/XX/XXXX ). I called and complained and told them I was filing a formal age and XXXX discrimination complaint and they said the only way they could reopen that loan would be if they were at fault for the paperwork, they called me back and confirmed they were at fault for not changing the terms of the loan before I signed the paperwork, and they confirmed I had done nothing wrong with signing the paperwork, but they said they still would not reopen the loan and I would need to reapply a third time, now my credit is hit three different times. I told them I felt I was being discriminated against for being a single female over XXXX and they were purposely causing me not to be able to get the loan at the lower rate. They said I would have to reapply. I reapplied XX/XX/XXXX and now the interest rate jumped up to 9 % from original 5 %. I want them held accountable this is discrimination and it is illegal. I have made no less than 12 calls to them numerous messages through their website and emails they purposely refused to give me the loan paperwork in a reasonable time and falsely made statements after they approved the loan and delayed it so I couldn't get the lower rate two different times so I couldn't get the loan at the lower rate. This is Randolph Brooks Federal Credit Union in Texas, I have been with them over 17 years and have paid off at least 7 loans through them while I was married but now I am single and they are discriminating against me. Illegal.

Company response to consumer: Closed with non-monetary relief