Consumer complaint received 2026-01-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: TX

Complaint narrative:
To Whom it may concern, We have been long-standing members of RBFCU for over two decades. Throughout that time, we have upheld every contractual obligation in good faith. RBFCU wrongfully repossessed one of our vehicles. It was not the result of member default, but rather the direct consequence of internal negligence, systemic communication failures, and disregard for executed legal agreements by their loan assistance department. We have excessive legal binding documentation that supports prior correspondence and supporting materials. We successfully completed a three-month hardship program covering all applicable vehicles. Payments were made as agreed, and all required electronic documentation was properly executed by all required parties. Despite this, RBFCU failed to timely process and acknowledge those documents across internal systems, repeatedly instructing us to wait 48 hours while no corrective action were taken.

Multiple in-person branch visits were required simply to compel internal departments to review documentation already in their possession. Management personnel themselves identified inconsistencies between internal screens, confirmed payment histories, and re-uploaded executed documents on more than one occasion. Despite this, collections personnel continued to deny sufficiency of documentation, withheld escalation to decision-making leadership, and failed to resolve known internal discrepancies. 

While negotiations were actively ongoing and documentation was being re-submitted at RBFCUs request, we were alerted that the vehicle in question was actively being repossessed. This action occurred despite full knowledge that the account was under review, payments had been made, and signed documentation existed. Proceeding under these circumstances is indefensible.

This conduct implicates multiple statutory violations under Texas law, including but not limited to : Texas Penal Code 31.03 ( Theft ) Exercising control over property without effective consent when the institutions own records and agreements negate a lawful right of possession.

Texas Penal Code 42.01 ( Disorderly Conduct ) Conduct creating alarm, disturbance, and disruption through coercive and aggressive enforcement actions while disputes were actively unresolved.

Texas Business & Commerce Code 9.609 Authorizing repossession only if accomplished without breach of the peace. Continuing repossession activity amid objections, active dispute resolution, and known internal errors constitutes a breach as a matter of law.

Due to RBFCUs failures, the only remedy that was offered to us, was the payment of the full loan balance to retrieve the vehicle. This position is unacceptable and compounds the original harm. Members should not be financially penalized for your RBFCUs inability to properly process its own documentation and payments.

All correspondence, documentation, and timelines have been preserved. this situation should never have escalated to this point. We expect swift, corrective action commensurate with the gravity of these failures.

Company response to consumer: Closed with explanation