Express Rentals

This letter is in response to the complaint filed against L&N Federal Credit Union by Mr [redacted] *** Mr [redacted] is referring to a debit card transaction that occurred on his account on May 31, Mr [redacted] contacted our credit union on June 2, to file a dispute on this transaction He stated in his dispute that he had purchased from [redacted] in the past, but did not authorize automatic shipment/payment from them He stated as of the date of the dispute, he had not received the product The dispute was filed as Merchandise not receivedA letter was mailed to Mr [redacted] on June 3, informing him that the dispute was in process Provisional credit was made to the checking account in the amount of $ The letter went on to explain that he had full use of the funds during the time it would take to investigate the dispute, but if the dispute was denied by the company, the provisional credit would be reversed from his account and a research fee chargedPaperwork was received from [redacted] on August 30, denying the dispute New [redacted] ’s paperwork shows the product was shipped on May 27, and delivered to the provided shipping address on June 6, They stated “the package was not refused nor had any issues reported that would cause delay or non-delivery.” Upon receipt of this information, the provisional credit was reversed from Mr***’s checking account and a letter to that effect was mailed to Mr [redacted] on August 30, Upon receipt of the letter, he called and spoke to [redacted] , an employee of [redacted] ***, the company that handles disputes for the credit union She provided us the information that he had called and “wanted to continue with the dispute He stated the merchandise was left on his front porch but was not ordered.” [redacted] informed him the dispute he filed was for non-receipt of merchandiseSince he had received the merchandise after the date of dispute, he would need to return it to the company and get credit from them She informed him to check the company’s return policy, as most places have a or day return policy in placeOn September 23, Mr [redacted] brought in a copy of his receipt showing where he returned the merchandise to the company on 9-7- This was well outside the day return policy stated on their website and company communications(Included) What is your Return Policy? Our products come with a day money-back guarantee beginning on the date of deliveryIf, for any reason, you are not completely satisfied with your purchase, you must call Customer Service at [redacted] Monday through Saturday 8:00am to 5:ESTOur guarantee is as follows: We allow only one open bottle within the [redacted] days along with the remaining sealed bottles to be returned for a refund of your purchase price, less shipping and handlingWhen returning your package, please insure it [redacted] is not responsible for lost or damaged packagesCustomers are responsible for all shipping costs If Mr [redacted] had returned the merchandise within the day time frame for returns and not received credit for the product, we could have modified the dispute for Credit not received Since he did not inform us he had received the product, we could not advise him on the actions needed to receive the funds back from [redacted] Any refund he feels is due will have to be pursued through [redacted] As far as his claim that a name was on the collection letter, we do allow use of a pseudonym for our collectors for their security and protectionIf any further information is needed, please contact me at the information below [redacted] VP/Administration L&N Federal Credit Union [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Member called into our Contact Center and received incorrect information. Checking Services Department contacted the member on 12-16-2015, assured her the charge would be reversed and any and all fees incurred would be refunded back to her account. Member was advised to stop in closest
branch office in order to complete the dispute charge paperwork and to pick up a new debit card, as the card used in the fraud is blocked and no longer valid. Member appreciated our prompt response and is satisfied that all is being done to bring her account current

This letter is in response to the complaint filed against L&N Federal Credit Union by Mr. [redacted].  Mr. [redacted] is referring to a debit card transaction that occurred on his account on May 31, 2016. Mr. [redacted] contacted our credit union on June 2, 2016 to file a dispute on this...

transaction.  He stated in his dispute that he had purchased from [redacted] in the past, but did not authorize automatic shipment/payment from them.  He stated as of the date of the dispute, he had not received the product.  The dispute was filed as Merchandise not received. A letter was mailed to Mr. [redacted] on June 3, 2016 informing him that the dispute was in process.  Provisional credit was made to the checking account in the amount of $149.80.  The letter went on to explain that he had full use of the funds during the time it would take to investigate the dispute, but if the dispute was denied by the company, the provisional credit would be reversed from his account and a research fee charged. Paperwork was received from [redacted] on August 30, 2016 denying the dispute.  New [redacted]’s paperwork shows the product was shipped on May 27, 2016 and delivered to the provided shipping address on June 6, 2016.  They stated “the package was not refused nor had any issues reported that would cause delay or non-delivery.” Upon receipt of this information, the provisional credit was reversed from Mr. [redacted]’s checking account and a letter to that effect was mailed to Mr. [redacted] on August 30, 2016.  Upon receipt of the letter, he called and spoke to [redacted], an employee of [redacted], the company that handles disputes for the credit union.  She provided us the information that he had called and “wanted to continue with the dispute.  He stated the merchandise was left on his front porch but was not ordered.” [redacted] informed him the dispute he filed was for non-receipt of merchandise. Since he had received the merchandise after the date of dispute, he would need to return it to the company and get credit from them.  She informed him to check the company’s return policy, as most places have a 15 or 30 day return policy in place. On September 23, Mr. [redacted] brought in a copy of his receipt showing where he returned the merchandise to the company on 9-7-2016.  This was well outside the 30 day return policy stated on their website and company communications. (Included) What is your Return Policy? Our products come with a 30 day money-back guarantee beginning on the date of delivery. If, for any reason, you are not completely satisfied with your purchase, you must call Customer Service at [redacted] Monday through Saturday 8:00am to 5:30 EST. Our guarantee is as follows: We allow only one open bottle within the [redacted] 30 days along with the remaining sealed bottles to be returned for a refund of your purchase price, less shipping and handling. When returning your package, please insure it. [redacted] is not responsible for lost or damaged packages. Customers are responsible for all shipping costs.   If Mr. [redacted] had returned the merchandise within the 30 day time frame for returns and   not received credit for the product, we could have modified the dispute for Credit not received.  Since he did not inform us he had received the product, we could not advise him on the actions needed to receive the funds back from [redacted]. Any refund he feels is due will have to be pursued through [redacted]. As far as his claim that a false name was on the collection letter, we do allow use of a pseudonym for our collectors for their security and protection. If any further information is needed, please contact me at the information below.   [redacted] VP/Administration L&N Federal Credit Union [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]