Consumer complaint received 2023-08-28
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: RANDOLPH-BROOKS FEDERAL CREDIT UNION (TX)

I am a member of Randolph-Brooks Federal Credit Union . I would like to initiate an investigation on how this institution intentionally- in my experience and belief - allowed certain debit card transactions into a member 's share draft account for the purpose of profiting from their Courtesy Pay service fees.

I used my debit card for my daily and recurring transactions. RBFCU offers two features to help prevent fraud and unintentional debit card transactions. One feature enables a member to freeze all transactions and be alerted when transactions were attempted while the debit card is frozen. Another feature is the ability to decline certain transactions over a dollar amount and be alerted when transactions are attempted when such feature is turned on. 

As of this past Friday, the feature to completely freeze all transactions was turned off. In addition, the feature to decline debit card transactions over {$1.00} and be alerted when such transactions are declined was turned on. These features were setup on or before XX/XX/XXXX. 

RBFCU allowed two debit card transactions into my account, bringing my account further negative and charging a {$24.00} each time. They're from XXXX : {$10.00} and {$8.00}. These are supposedly recurring transactions because I did not authorize them at the time it attempted on my debit card though I authorize them to periodically debit my account awhile ago. Even so, my debit card was not frozen to all transactions but enabled declining any transactions over a {$1.00} amount and alert me of this decline. I received no alert about these transactions either approved or declined. I had to find out by casually logging into my account and seeing these transactions pending.

I originally called into their Member Service Center on Friday to discuss removing only the Courtesy Pay fees of the transaction in question since they allowed these transactions with the feature declining certain transactions enabled. The first representative proceeded to tell me that I enabled Courtesy Pay on my account and they weren't able to remove the fee. They then asked me do I need to remove the Courtesy Pay feature on my account. I mentioned my issue is not about the Courtesy Pay feature but with allowing the transaction to be approved on my account and then adding their service fees. I told them it didn't matter if I had Courtesy Pay enabled or had sufficient funds for the transaction - my issue is allowing these transactions when it's clear that I instructed the financial institution to decline any transaction over a {$1.00} and trying hide the fact that this occurred. 

That's when I spoke to a person purported to be a supervisor. I told them my issue again, and they said they're looking into what happened and possibly refund my fees. I was placed on hold several times and after which was told the person over the Spending Controls feature is not available. They asked to call back Monday at XXXX XXXX. to speak with them. The supervisor also mentioned that that person should be able to remove fees associated with the transactions. They also stated that they will put notes on my account as to why I would call back on Monday. 

At exactly XXXX XXXX. today on Monday, I called the financial institution and was on hold until they finally picked up the phone ( around 25 minutes later ). The representative I spoke with this time saw my account note and transferred me to their Payment Service Center. This person I ended up speaking with asked me if I had a business account and credit card. I laughed and said no - that it's a personal account. I believed that they were given erroneous information so I just told them why I am calling. They proceeded to tell me that the feature I am having an issue is only for alerts. I then interjected to say the feature on the website clearly said decline and alert. The person then said they do not know what I was referring to when I asked to speak to the specific agent over the Spending Controls feature. I told the representative that I sent them an email while we were talking of the screenshot on the screen. I mentioned this feature to decline and alert was already turned on. They then said they would need to investigate and get back to me within 24-48 hours. I then asked can they send me a message on Secure Messages, and they then said they have no ability to do that and that they would leave a message. I then asked can they send me a Secured Email and that they sent me such e-mails in the past. The representative said they would need to speak to me to explain the service. I then said why would you need to leave a voicemail if you need to explain it to me, just to leave me a voice message. I then hung up the phone. 

I called back to Member Services again to speak with a supervisor. They asked if my call has something to do with my Spending Controls feature and tried to send me back to Payment Services. I told the person this time I have an issue with a supervisor at the call center. I was then connected to someone purported to be a supervisor. I explained to them about why did the first supervisor notated that I have a business account and a credit card when I had an issue with my personal account and the Spending Controls. The person then said they do not understand what I meant what I said. I explained to this person three different ways on why they notate that I had a business account and a credit card and tell me to call back today when there's no specific person over that feature I would need to speak to just for them to start an investigation. I asked them why they could not start an investigation on Friday instead of me having to call back Monday to start an investigation when that person does not exist. The person said they couldn't start an investigation on Friday until I spoke to that specific person. I said they are making to sense because this specific employee does not exist and another representative said today they are initiate an investigation. I asked to send a message to a " Board of Supervisors '' member to call me. The person said they do not have such a board. I told them I had a past issue when they said they would have a " Board of Supervisors '' member to contact me which to this day they did not. I then asked to speak to an executive team member. They said they do not take calls from the public.