Consumer complaint received 2025-02-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: TX

Complaint narrative:
I was arrested in XXXX my wallet and XXXX were stolen from my father. He did make a police report at that time. The person that stole my things began using my bank info and in debit purchases he spent XXXX and in bank transfers alone the total of $ XXXXwhen I got out of prison which was in XXXX I called RBFCU within the first 24 hours and told the supervisor Within the Fraud Dept that I had to go into a halfway house until XX/XX/XXXX, she told me that it was good that I had called within the first 24 hours of being released and that she was making a note of what was going on and that I wasnt going to be able to call again until XXXX. As soon as I got released from the halfway house, I called to make the claim of Fraud with RBFCU along with a police report for the fraud.. the Fraud Dept did help me with the paperwork and also told me to go to a branch near me and fill out an affidavit statement that I have been incarcerated at the time of the Fraud so I wasnt able to file anything nor did I know anything was going on they also had me send papers copies of proof of incarceration along with the letter, signed and dated from my personal parole officer, I called the bank every single day after that paperwork was sent in and they verified that they had all that they needed as far as that paperwork went to go ahead with the Fraud claim I was just waiting the 10 days..I did call every day for those 10 days, but on the 10th day, a Fraud supervisor told me that there was absolutely no paperwork, and my fraud claim had been denied because according to the lady I spoke with I hadnt submitted the paperwork after all she put me on hold left me on hold for about 15 minutes came back told me she found the paperwork and approved only the debit charges so she reversed that and gave me that money, a total of {$1100.00} she said on that call that part was approved and they did determine Fraudfor the other half of the Fraud claim, she said I would have to wait another 10 days because it has to go through another department so I waited another 10 days on the 12 day. I still hadnt heard anything other than when I would call up there and they would basically not tell me anything other than Im still waiting but on the 12th day, I got tired of waiting. I went to the bank branch near me and they put me in a private room and put me on speakerphone with a guy named XXXX who is apparently a supervisor in the fraud department, he told me that my claim was denied for the bank transfers.. I asked him why he gave me the runaround basically and when I told him I wanted to file an appeal he told me that in my case that is not an option that I absolutely can not appeal my claim .. Ive then told him I know thats not true and he seemed to get mad at me but I told him that I wanted that in writing I wanted to see it in writing that I had no right to appeal that decision and he told me the only thing I would be getting in writing was the initial denial that he didnt have to provide me with any kind of paperwork other than that and he told me that if I want my money back, then its up to me and I have to go to small claims court to take the person who took the money in the first place make him give it back to me and he told me that we have nothing further to talk about. We disconnected the call. I called back 15 minutes later, and I told the lady who answered me to please connect me to a different supervisor other than XXXX I made it very clear to her that I did not want to talk to that person but that is exactly who came on the line and told me that it doesnt matter how many times I call them that theres nothing more that he will do for me and he was extremely disrespectful and rude and he shouldnt be working there because he doesnt know how to deal with people and stressful situations and he denied my right to appeal and denied me paperwork. And I have every right to both of those things. Here it is a week later and Ive received absolutely nothing in the mail. I was told by almost everybody at that bank that the {$1100.00} was mine to keep obviously it was mine but I was told that would not be taken away again and now my account is in the - {$2000.00} because they took everything out of my account it says fraud reversalon my mobile app After everybody at the bank has told me that that would not happen and when I call up there they cant tell me anything. They wont tell me anything. I called multiple times and just got left on hold a few times and was disconnected when I called back.

Company response to consumer: Closed with explanation