Came in to pay off a car and provide a bill of sale to the buyer. Was asked if I had a "payoff letter", I said no. She then asked "how do you know how much to pay then?" To which I responded the RBFCU app has payoff details available on the main loan screen. Was put in a room waiting on the loan department. Get told it's a 35 minute wait by an employee (name was not provided, white woman.) obviously very eager to leave.
We ended up waiting 75 minutes and the manager Had to personally call a supervisor to get her to manually connect the line, at which point we are told that the branch must handle the request at which point the employees (now 1:05 past closing) all of a sudden remembered how to do. Except Angie Wiley told me that my specific request wasn't valid earlier and the loan department had to handle it, all of a sudden was directing the newer employee on how to do what I asked 75 minutes prior.
Due to the delay, no notary was available so thankfully the buyer trusted me otherwise I'd have had to make another trip due to Cynthia Gregory pawning me off onto the customer service line instead of directing me to the tellers to handle my request.
Through all of this, my wife (who drove 40 miles for me because RBFCU has no branches south of 635 in DFW), and my one year old son were in the car and dealing with a very upset baby who is now an hour past bedtime because of the incompetence at this location.
Manager Vashyon pulled no punches with her employees and said she'd "talk to them" and admitted my experience was completely not okay. She remained calm and directed her team. However, a nice manager doesn't make my son not over tired nor does it get me back on my wife's good side for something I promised was super easy.
Honestly, RBFCU has completely fallen off in terms of CX the past 6 years. Been a member for 14 years and I'm pulling every dime out of this Credit Union for USAA. Basic customer service is a myth at every location (except Benton) and the customer service department just repeats a script as to why you should stop bothering them.
RUN. ~Alex
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