Harper's Heating & Plumbing

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I would just like to add if anyone else is experiencing difficulty, I encourage your patience and to continue to send the requested documents, NFCU will resolve the issue for you.  I greatly appreciate the attention and care given by NFCU.
Kind Regards,
[redacted]

The following is in reference to the complaint we received on 21 July 2015 from the Revdex.com (Revdex.com) on behalf of [redacted].  The complaint was assigned an ID number of [redacted].We have previously addressed [redacted]’s concerns on several occasions in...

2014 through the Revdex.com. On 25 April 2014, the Revdex.com indicated that [redacted]’s complaint had been closed as resolved. Since [redacted] has not provided any additional information that would change our original disposition, we will not reopen the case as she requests.

The following references the complaint we received on 28 March 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].We have reviewed [redacted]’s concerns and found that the credit card account at issue was...

reflected twice on her [redacted] credit file. We have requested that [redacted] remove the duplicate reporting.Should [redacted] have additional questions, she may contact Consumer Servicing Legal Liaison Carrie M[redacted] by calling ###-###-####. Ms. M[redacted] is available between the hours of 8:00 a.m. and 4:30 p.m., weekdays.

The following references the complaint we received on 29 June 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].   Navy Federal has thoroughly reviewed our member’s concerns.  On 27 June 2016,...

[redacted] made two deposits at a Navy Federal ATM.  These deposits were made after the local cutoff time and therefore were not credited to her account until the next business day, 28 June.  [redacted]’s checking account number [redacted] was overdrawn at the close of business on 27 June; therefore, three items presented for payment were paid under our Optional Overdraft Protection Service (OOPS) plan in which our member is enrolled.  Since the account balance was insufficient to honor the items, we paid them and charged a $20.00 fee for each item in accordance with the OOPS terms and conditions.  When [redacted] called Navy Federal, she was given an explanation and a $20.00 refund of one of the OOPS fees.  We have subsequently refunded the other two fees as a one-time courtesy.    Should she have any questions, [redacted] may call Patricia W[redacted], Savings and Checking Operations Specialist, at ###-###-####, extension [redacted], between 6:00 a.m. and 4:30 p.m., Monday, Wednesday, Thursday and Friday.

The following references the complaint we received on 3 October 2017 from the Revdex.com on behalf of Navy Federal member [redacted]  The complaint was assigned an ID number of [redacted]   Navy Federal has thoroughly reviewed Mr. [redacted]s concerns.  Mr. [redacted]...

submitted a credit card application through our Online Banking service on 19 April 2012 and was approved for a [redacted] account with a $2,500.00 credit limit.  The account has an outstanding balance and is a valid debt.  The account was referred to our collections counsel, [redacted] on 23 March 2015.   We have reviewed Mr. [redacted]s trade lines with the four major nationwide credit reporting agencies and confirmed his accounts are reflecting correctly.  We report accurate data to the agencies and will not remove valid information from his credit report.   If Mr. [redacted] has any questions, he may contact [redacted] at [redacted]

The following references the complaint we received on 2 January 2018 from the Revdex.com on behalf of Navy Federal member [redacted]  The complaint was assigned an ID number of [redacted].   We have thoroughly researched our member’s concerns.  Counselor...

[redacted] attempted to contact Mr. [redacted] on 5 January 2018, but was only able to leave a voicemail. According to our records, our member has two personal expense loans and a credit card account that were charged-off due to non-payment.  All three accounts have outstanding balances.  We appreciate our member’s continued efforts in repaying these accounts to Navy Federal.   We have verified that Mr. [redacted]’s accounts are reflecting accurately with the four major credit reporting agencies and no adjustment is warranted.  We report accurate data and will not remove the accurate account sta**ses from his credit report.  However, once the balances have been paid in full, this information will be updated with the credit agencies.   If Mr. [redacted] has any questions, he may contact Mr. [redacted] between the hours of 8:00 a.m. and 4:30 p.m., Central time, weekdays. Our member has asked us for information related to our recent agreement with the Consumer Financial Protection Bureau (CFPB).  We have confirmed that he is not within the population of members eligible for compensation under the CFPB settlement. Tell us why here...

This is in reference to the follow-up complaint we received on 31 August 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was originally assigned an ID number of [redacted].   We have conducted a thorough review of [redacted]’s mortgage application.  [redacted] called Navy Federal on 26 July 2016 to apply for a mortgage refinance.  During the call, [redacted] was read the following disclosure and agreed to it:  “By continuing with this application, you and the co-applicant give Navy Federal permission to obtain your consumer credit reports, which will be ordered immediately.”   We have reviewed the telephone call between out Member Service Representative (MSR) and [redacted]. An MSR cannot deny a mortgage application or promise approval and can only assist a member with completing an application during a phone call.   Several factors are considered in the approval process after an application is submitted.  The MSR advised [redacted] that he would be contacted by a processor within a few days.   If [redacted] has further questions, he may contact us at 1-888-842-NFCU (6328) at any time. Tell us why here...

The following references the complaint we received on 13 May 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].   We have reviewed our member’s concerns.  Navy Federal does not publicly discuss...

our security procedures; however, we did send [redacted] a letter on 4 May 2016 informing him that he may request a copy of the report in question from Early Warning Services, LLC; if he finds any information contained in the report is inaccurate or incomplete, he has the right to dispute the matter with the reporting agency.  The firm’s contact information is:   Early Warning Services, LLC ATTN: Consumer Services [redacted] Scottsdale, AZ [redacted] Phone No.: ###-###-#### Fax No.: ###-###-####   Should [redacted] have any questions, he may call Robert S[redacted], Assistant Vice President, Security, at ###-###-#### between 8:00 a.m. and 5:00 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 25 March 2016, submitted by our member, [redacted].
We have researched our member’s concerns. Matthew K[redacted], Contact Center Resolution Specialist, attempted to contact [redacted] on...

28 March; however, the telephone number on file is no longer working. We have reviewed telephone calls referenced in our member’s complaint and we made no guarantee regarding our ability to recover funds transferred via an Automated Clearing House (ACH) transfer. Further, we have found no instance of any inappropriate interaction by our Member Service Representatives.
According to our records, our member logged onto her account online on 25 January 2016 and initiated a one-time ACH transfer to an external account. On 5 February, [redacted] contacted Navy Federal to request that the funds be returned to her account; however, we were unable to recall the funds due to the length of time that had passed since the transaction was processed. Our subsequent effort to recover the funds was denied by [redacted] because the external account was closed.
Questions regarding this matter may be addressed to Tandy I**, Supervisor, ACH Origination, at ###-###-####, extension [redacted], between the hours of 7:00 a.m. and 3:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 8 August 2017, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. On 11 July 2017, Ms. [redacted] submitted a dispute against [redacted]....

Due to a lack of supporting evidence that [redacted] was responsible for the described damage, we concluded our investigation and sent a letter to Ms. [redacted] which explained that Navy Federal is unable to pursue a recovery on this claim. After receiving supporting documentation, on 15 August, we issued a provisional credit to Ms. [redacted] and submitted a chargeback to the merchant. The merchant has until 27 September to respond. If Navy Federal is unable to recover the funds from the merchant, the provisional credit will be debited from our member’s account.
We may require specific documentation to comply with requirements to establish membership eligibility. We are awaiting documentation from Ms. [redacted]. If she has any questions on the documentation required, Ms. [redacted] can contact [redacted], Membership Administration, at [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Eastern time, Monday through Friday.
If Ms. [redacted] has any questions regarding her debit card dispute claim, she may contact Mr. [redacted] at [redacted], between the hours of 7:00 a.m. and 3:30 p.m., Central time, Monday through Friday.

The following references the complaint we received on 18 April 2016 from the Revdex.com on behalf of [redacted].  The complaint was assigned an ID number of [redacted]. Navy Federal has thoroughly reviewed our member’s concerns.  We denied Mr. [redacted]’s claim of...

fraudulent activity in 2014.  However, upon further investigation and after receiving new information, on 20 April 2016, Jimmy R[redacted], Assistant Vice President, Financial Crimes and Risk, spoke with Mr. [redacted] and determined that his claim would be honored.  We have now annotated our records regarding the [redacted] account issued in Mr. [redacted]’s name to reflect the account as invalid.  In addition, we have contacted the four consumer reporting agencies and requested that the trade line for the account be deleted from Mr. [redacted]’s credit report. Should he have any questions, Mr. [redacted] may contact Mr. R[redacted] at ###-###-#### between 7:00 a.m. and 3:30 p.m., Central time, weekdays.

The following references the complaint we received on 18 May 2016 from the Revdex.com on behalf of Navy Federal member [redacted]  The complaint was assigned an ID number of [redacted]. Navy Federal has thoroughly reviewed our member’s concerns.  When a...

loan for a used vehicle is issued for less than $3,000.00, the maximum term limit is normally 36 months.  However, since [redacted] requested a 60-month loan and had budgeted accordingly, as a courtesy, we have adjusted his loan.  The loan now reflects monthly payments of $55.63; a new Promissory Note reflecting the changes has been sent directly to our member. Should he have any questions, he may contact Janice D[redacted], Supervisor, Loan Officer, at ###-###-####, extension [redacted], between 7:30 a.m. and 4:00 p.m., Eastern time, weekdays.

The following references the complaint we received on 3 August 2016 from the Revdex.com on behalf of Navy Federal member Valerie Woody.  The complaint was assigned an ID number of [redacted].   We have conducted a thorough review of [redacted]’s concern regarding her GO Prepaid...

Card.  Due to suspicious activity on [redacted]’s account, her GO Prepaid Card was closed; however, the replacement card requested by our member was never ordered.  When [redacted] called Navy Federal to inquire as to the whereabouts of the replacement card, a new one was ordered and sent, but subsequently cancelled inadvertently.  [redacted] was contacted by Ryan S[redacted], Supervisor, Debit Card Services, on 4 August 2016, who discussed the suspicious activity on her GO Prepaid Card and the credit that had been made to that card. In addition, our member was offered a $20.00 Loyalty card as a goodwill gesture.  The Loyalty card was mailed to our member on 4 August.  [redacted] was satisfied with this resolution to her concern. Tell us why here...

The following references the complaint we received on 15 August 2015 from the Revdex.com (Revdex.com) on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].Navy Federal has reviewed the concerns presented by [redacted].  Our...

records indicate that in May 2014, she submitted questions regarding Payment Protection Plan (PPP) benefits for a loan she had previously enrolled in the plan.  Her concerns were addressed on 26 June 2014 in our responses to the Revdex.com and the Consumer Finance Protection Bureau.  On 5 June 2015, we received [redacted]’s request to rescind the Cease and Desist order which had been placed on her account previously.   Since the letter stated that she should “only be contacted regarding the consolidation process, and no other forms of contact are [to be] initiated … ,”  we used her letter to process her request for a consolidation loan, and honored her request to retain the Cease and Desist for all other purposes.  If our member wishes to have the Cease and Desist request removed, she may fax her signed letter asking to reinstate communications to ###-###-####.Although [redacted] was issued a consolidation loan on 5 June comprising her personal expense loans and her [redacted] account balances, finance charges in the amount of $203.50 were refunded to the credit card account on 2 July, in connection with a 0% Annual Percentage Rate promotion in effect at the time of the account’s opening.  The resulting credit balance was placed in her savings account on 14 July.  A late payment fee of $20.00 was charged to [redacted]’s [redacted] account on 2 June because her May payment, due on 20 May, was not received until her consolidation loan liquidated the credit card balance on 5 June.When [redacted] requested the consolidation loan, one of her personal expense loans, held under account number [redacted], was past due.  Therefore, the delinquency was correctly reported to the four consumer reporting agencies, [redacted], [redacted], Experian and Innovis.  Should our member want to pursue this issue, she may contact the agencies directly or she may contactNavy Federal.  She will need to provide us with a copy of the report showing her Navy Federal account, provided it is from one of the four credit bureaus to which we report.  This information can be faxed to ###-###-#### or forwarded to Navy Federal Credit Union, P.O. Box 3700, Merrifield, Virginia 22119-3700.A review of [redacted]’s accounts has revealed that the Certificate of Title to her 2008 [redacted] was forwarded to [redacted]
[redacted] on 8 September 2014.  Regarding the addition of PPP coverage to one of her loans in 2014, we have a signed applicationon file from [redacted] for such coverage on her personal expense loan account number [redacted].  A copy of the application, dated 21 March 2014, is attached.Should [redacted] have additional concerns, she may call Victoria Stacey, Supervisor, Personal Finance Management, at ###-###-#### between 8:00 a.m. and 4:30 p.m., Central time, weekdays.

The following references the complaint we received on 26 April 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].   Navy Federal has thoroughly reviewed our member’s concerns and we have found...

that charges for his utilities have been approved with the exception of a [redacted] charge, which was declined on 11 April 2016.    On 6 April, [redacted] attempted a charge to [redacted] in the amount of $35.99.  The charge was declined and [redacted] was contacted.  He verified that the transaction was valid and, when he attempted the charge a second time, it was approved.  On 11 April, our member attempted the above-mentioned charge to [redacted] in the amount of $50.99; when the charge was declined, [redacted] was again contacted for verification purposes.  He confirmed that the transaction was valid and the second attempt was approved. These transactions were internet-based and our automated system identified them as suspicious. The transactions in question followed a possible fraud trend and we were alerted as to a need for verification in each instance.   Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times.  Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration [redacted] experienced in this instance.   Should he have any questions, [redacted] may contact Eric M[redacted], Supervisor, Card Fraud Prevention, at ###-###-####, extension 70498, between 7:00 a.m. and 3:30 p.m., Central time, weekdays.

The following references the complaint we received on 26 October 2015 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].Navy Federal is committed to assisting our member. [redacted] can contact Mrs. G[redacted] at...

###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays, to provide the necessary information for further processing of his claim.Regarding [redacted]’s credit report, we have confirmed that we reported the accounts correctly. Finally, we can also confirm that the duplicate trade lines for the three consumer loan accounts have been removed from his credit report.

The following is in response to the complaint we received on 4 August 2015 from the Revdex.com on behalf of [redacted].  Corey W[redacted], Supervisor, Equity Lending, spoke with our member regarding his concerns on 5 August 2015. Weregret any frustration our...

member may have experienced regarding the response time of our processor.  The processor involved in our member’s case has been counseled on the importance of returning member calls promptly.We understand the inconvenience and cost involved with obtaining a roof certification, but we need to be assured that the roof is sound prior to making the loan since our member stated that he does not intend on using the loan proceeds to repair or replace the roof.  Otherwise we could move forward with his loan and pay the roofer directly once the work is completed. Another requirement for the loan was to have a lead paint inspection done.  Since our member has already completed a lead paint test and has confirmed its presence, a new test is not needed.  However, the lead paint must be remediated.  Once we have the report from the inspector stating that all traces of lead paint have been removed, we can release the funds needed to pay the remediation company.Follow-up questions should be directed to [redacted] by calling ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 22 September 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. We have thoroughly researched [redacted]’s concern regarding the...

restrictions on her accounts.  After receiving suspicious phone calls, an alert was places to secure our member’s accounts from potential unauthorized activity. In order to remove the alert, she needs to visit a branch office or make her request in writing via mail, fax or scanned letter through her online account access.  If [redacted] makes her request in writing, she must provide a copy of a valid government issued photo ID.  If [redacted] has further questions, she should contact Kyla S[redacted], Resolution Specialist, at ###-###-####, extension [redacted], between the hours of 6:30 a.m. and 3:00 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 14 April 2016, submitted by [redacted].   We have thoroughly researched [redacted]’s concerns regarding payments to her son’s credit card and consumer loan accounts.  According to our records...

[redacted] authorized payments to the accounts, with the dates and amounts of the payments agreed upon and confirmation numbers provided for each transaction, during her telephone conversations with our representatives.  We have no record of a request to cancel the payments authorized by [redacted] to occur on 8 and 15 April.  These payments were subsequently returned due to non-sufficient funds.  Since the payments were processed in accordance with [redacted]’s authorization, reimbursement will not be provided for fees assessed by another financial institution resulting from non-sufficient funds.   Kevin F[redacted], Assistant Supervisor, Collections, contacted [redacted] on 15 April.  As requested, we have canceled all future payments.  However, as advised by Mr. F[redacted], payments which had previously been authorized by [redacted] to be completed on 15 April had already been processed and could not be canceled.    If [redacted] has any additional questions regarding this matter, she may contact Gregory G[redacted], Manager, Collections, at ###-###-####, extension 70811, between the hours of 8:00 a.m. and 5:00 p.m., Central time, Monday through Friday.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]