Consumer complaint received 2024-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: TX

Complaint narrative:
Below is the summary of evets that led up to my grievance with Randolph Brooks Federal Credit Union ( RBFCU ) in XXXX XXXX, Texas. 
At approximately XXXX am on XX/XX/XXXX, I noticed that a garnishment was posted on my checking account ending in XXXX as an official transaction in the amount of {$50.00}. I also noticed that both checking accounts ( ending XXXX and XXXX ) were placed on hold and the available balance was {$0.00}. 
Upon discovering this activity, I contacted member services via the call center where I was advised to call The Law Office of XXXX XXXX XXXX to discuss the accounts. In a desperate attempt to gather information, I asked the agent if she could please provide any information as to what was going to happen to the accounts, or the monies within the account. However, the agent stated that she could not, but the staff at the law firm would be able to explain. 
Throughout the course of the day, I made numerous attempts telephonically to obtain information from the law firm, but my attempts ( nearly 50 ) were unsuccessful.

At this point I called the contact center again and explained how I was unable to speak to anyone on the number provided. I then explained to the agent that this was a fraudulent transaction, and that I would like to speak to someone other than her. She stated that she is unable to provide information and to please call the law firm for instructions and procedures. 
Out of sheer hopelessness I than visited Randolph Brooks Federal Credit Union located at XXXX XXXX, XXXX XXXX, TX XXXX, where I began to explain the events of the day. I asked the young man what is going to happen to the money in my account? What is going to happen to my accounts? And when will this be over? The young man reviewed the accounts and stated that he was unable to provide any information concerning the procedure and he too advised to please call the law firm, as they are the only ones who can help with resolution. 
On XX/XX/XXXX, at approximately XXXX I began calling the law firm for information. After nearly XXXX hours of calling, I was able to speak to a young lady with the firm. The young lady stated that the garnishment of {$50.00} and the hold was a result of two collections accounts that were nearly XXXX XXXX XXXX. In speaking with the young lady, she stated that the following would have to take place to release the hold : XXXX. Make contractual payment arrangements for the entire balance with the law firm. ( enclosed ) XXXX. Once made they would be documented and sent via XXXX to my email. 
XXXX. Once electronically signed by me and returned, she would then forward the arrangements to RBFCU so that the hold could be removed from the accounts.

The young lady further went on to state that once she received them, she would immediately forward the documents to RBFCU. I asked her what the timeframe for processing was, and she reiterated that she would send them immediately, and in most cases, it could take a couple days for RBFCU to process.

I then asked what prevented her firm from going back into the account for additional funds? And she assured me that pursuant to our agreement ( enclosed ), once the account is released, NO OTHER FUNDS WOULD BE SENT TO HER FIRM. 
At approximately XXXX pm on XX/XX/XXXX, I logged into RBFCU and just as the young lady had stated my account was released and all of my funds ( except for the {$50.00} that was garnished ) were available to me. At this time, I processed a transfer of my funds out of the account to pay individuals that I had to borrow money from over the course of the weekend as I was travelling ( travel documents enclosed ). 
After speaking to numerous people, I was advised that it would be a good idea to close the account as the law firm had access to the data. Thus, I then went back to the branch located at XXXX XXXX, XXXX XXXX, TX XXXX only to find out that the account was negative {$3400.00}. 
With the agreements in hand, I was asked to speak to the XXXX XXXX, XXXX XXXX, who had been briefed on the situation. XXXX reviewed the documents and stated that she was going speak to her levy unit about the accounts and the agreements. XXXX also stated that she placed a hold on the funds that I had transferred to ensure that there was no risk or fraudulent activity on the account. 
Approximately XXXX minutes later, XXXX returned and stated that XXXX had not received the arrangements that The Law Office of XXXX XXXX XXXX and I had entered. Therefore, once received the accounts would be sent back to a {$0.00} balance and at that time, I would be able to close. I offered to provide a copy of the agreements ( enclosed -- which if I may add she made of copy of ), but she stated that it would need to come from the law firm. To help expedite the process, XXXX advised that I reach out to the law firm and ask that they send the agreements a second time so that we can get the matter resolved. 
XXXX also stated that she removed the hold that she had placed on the funds as she did not see any risk or fraudulent activity within the accounts. ( It is important to note that this was the second time that RBFCU has released the funds in question. ) Detailed notes of XXXX and XXXX conversation were taken during our meeting and are also enclosed. 
On XX/XX/XXXX, I returned to the branch to follow up on the status of the accounts. Once again XXXX advised that the agreements had not yet been received. I inquired as to what triggered the release of the accounts on XX/XX/XXXX, and XXXX stated that RBFCU followed the original document and not the agreement. I asked for a copy of the original document and XXXX stated that she would not be able to provide such information. 
I then referred XXXX to our notes from XX/XX/XXXX to confirm that once the agreement was received ( which I think we all know was received on XX/XX/XXXX ) the accounts would be brought to a {$0.00} balance so that I can close. XXXX then stated that the funds that were sent from the account after the release would need to be sent back to RBFCU. I explained to XXXX that the agreement clearly states that once the account is released, NO OTHER FUNDS WOULD BE SENT TO THE LAW FIRM. Please note these funds were released twice by XXXX. 



I explained to XXXX that I did not want the accounts to impact me negatively, and at this time she explained the time frame in which I had to resolve the matter. ( Detailed notes also enclosed ) I would also like to add that XXXX specifically stated that RBFCU processed, the original document as requested, and if that was the case then why did RBFCU follow the below procedure? 

XX/XX/XXXX - {$50.00} was garnished and sent to receiver. 
XX/XX/XXXX - Funds were held ( by RBFCU ). 
XX/XX/XXXX - Member enters into agreement with creditor. 
XX/XX/XXXX - Funds were released ( by RBFCU ) XX/XX/XXXX - Funds were transferred ( XXXX ) XX/XX/XXXX - Checks were processed to the creditor after the after were released and transferred resulting in a negative balance. 
XX/XX/XXXX - Funds were then held once again by XXXX. 
XX/XX/XXXX - Funds were then released yet a second time, by XXXX once no risk or fraudulent activity was discovered. 
XX/XX/XXXX XXXX explains that the above was how they processed the original document. 


In closing, I am asking that account numbers ending in XXXX and XXXX be made whole to a {$0.00} balance and closed as the funds should never have been sent to the law firm after the accounts were released, ( in this case twice ). Once closed I am asking that a letter on XXXX letterhead be sent to the address ( XXXX XXXX XXXX XXXX XXXX, TX XXXX ) of record confirming the closure. 
I am also asking the CFPB to investigate the policy and procedure surrounding the release and the disbursement of funds from an account that has been released even though the member has entered into an agreement that clearly states once the account is released, NO OTHER FUNDS WOULD BE SENT TO THE LAW FIRM. 
If other members were subjected to the same behavior as me, I am asking that they too be made whole. 

Documents : Agreement XXXX : Was entered into on XX/XX/XXXX, for the account number XXXX. 
Agreement XXXX : Was entered into on XX/XX/XXXX, for the account number XXXX. 
Travel Itinerary : For reference Meeting Notes XX/XX/XXXX. XXXX specifically stated XXXX processed the original document because they had yet to receive agreement XXXX and agreement XXXX. However, once received, RBFCU would make the account whole, and I could close as requested. ( This is the reason as to why XXXX released the hold on XX/XX/XXXX ). XXXX also explained the timeline that an account can remain in the negative as well as the collection process if the account matter is no cared for.

Company response to consumer: Closed with explanation