Harper's Heating & Plumbing

This is in response to the follow-up complaint we received on 25 September 2015 from the Revdex.com on behalf of [redacted].  The complaintwas originally assigned an ID number of [redacted].  [redacted]’s accounts have been closed.  Her address on file is consistent with what is listed in her complaint.

The following references the complaint we received on 24July 2015 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.  On 11 April, [redacted] applied for a mortgage refinance; at that time, we advised [redacted] that when he signed an “intent to proceed”, an appraisal would be ordered.  We also advised him at that time that fees for appraisals are not refundable.  He then provided his credit card account number so that the appraisal fee could be charged to his credit card account.  He signed an “intent to proceed” on 20 April and an appraisal of his property was ordered on 24 April.  A copy of the appraisal was forwarded to [redacted] via E-mail on 6 May; a paper copy was sent to him on 23 July.  On 21 July, a mortgage supervisor spoke with [redacted] and reiterated that property appraisal fees are not refundable.  At that time, our member acknowledged that he understood our procedure.   Should he have any additional questions, he may call Dee B[redacted], Assistant Manager, Pensacola Mortgage Processing, at ###-###-#### between 8:00 a.m. and 4:30 p.m., Central time, weekdays.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I reject the determination from NFCU for the following reasons: 1) The "investigation" took less than one business day which means no investigating could have occurred of multiple businesses2) Several messages were not left, 1 message a week and three supervisor conversations later (documents can be provided)3) The spending pattern is definitely out of character for the history of the account as are the establishments 4) Several times I stated to the customer service representatives that I had an active police report case number for the theft5) My surname is hyphenated hence per social security I can use a combination or just [redacted] which is preferred
Regards,
[redacted]

The following references the complaint we received on 20 November 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] concerns.  [redacted]...

Assistant Manager, Early Stage Collections, attempted to contact Mr. [redacted] on 22 November 2017 and left a voicemail message for him to return his call.  We apologize for the inconvenience Mr. [redacted] experienced.  Mr. [redacted]’s refinanced loan was approved on 22 November.  All late fees and interest accrued on his original loan from 28 September have been waived and we have sent a request to the four nationwide credit reporting agencies to remove the derogatory reporting for September 2017. Please note, it may take up to 30 days for the updates to reflect in our member’s credit file.   Should Mr. [redacted] have further questions, he may contact Mr. [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

This is in reference to follow-up complaint ID number [redacted], which was submitted by [redacted].
As indicated in our previous responses to the Revdex.com regarding this matter, Navy Federal has conducted a thorough investigation of [redacted]’s fraud claim. According to our records, [redacted] submitted applications for his [redacted] Signature cashRewards and Platinum [redacted] credit card accounts by telephone on 19 June 2013 and 8 July 2013, respectively. By his use of the credit cards which were issued to him, [redacted] agreed to the terms of Navy Federal’s Credit Card Agreement and Disclosure, which was provided to him when the accounts were established. A copy of the disclosure is attached. A copy of [redacted]’s consumer loan Promissory Note was mailed to the address provided on 2 June 2016.
Our investigation concluded that no error has occurred, and that [redacted] remains responsible for repayment of the balances of his Navy Federal accounts. No adjustment to the credit reporting for the accounts will be made.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The Navy Federal Credit Union has not provided the federal law reference that over rides Federal Law's: Title 38, Section 5301 a1, VETERANS BENEFITS and 31 CFR 212-6, RULES AND PROCEDURES TO PROTECT BENEFITS. The claim of a "federal law" the Navy Federal Credit Union made to my complaint is frivolous. Additionally, the [redacted] has documentation of this credit unions previous law violations of consumers. This shows their lack of attention to detail and shows their negligent behavior. I am seeking federal legal lawsuit against the Navy Federal Credit Union and I request to re-open this Revdex.com case [redacted].
Regards,
[redacted]Disabled VeteranCc: [redacted]
      [redacted]
      [redacted]
      [redacted]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 11 October 2016, submitted by our member, [redacted]
We have thoroughly researched the concerns presented in our member’s complaint. Through our review of this matter, we concluded that there was...

no loss of funds from Ms. [redacted] 4 October online check deposit. As we advised our member via our reply to her eMessage inquiry on 12 October, the funds from the online check deposit were available in her account on 5 October. We received and processed the paper check on 7 October. However, due to Ms. [redacted] entering an incorrect check number, our system automatically reversed and reapplied the online deposit with the correct check information. The $200.00 received on 5 October was unaffected.
If Ms. [redacted] has any questions, she may contact us at [redacted], 24 hours a day, 7 days a week.

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].
Navy Federal has thoroughly reviewed our member’s concerns. [redacted] exceeded the limit of...

transfers that can be displayed online. Therefore, he may not be able to view all of his scheduled transfers until the prior transfers have been purged from the system.
Jackie M[redacted], Supervisor, Savings and Checking Operations, contacted [redacted] by telephone on 6 June. Our member was advised of the limitation in the number of viewable scheduled transfers online. In accordance with his request, his checking account ending in number [redacted] was closed and any transfers related to the account have been deleted.
We regret the inconvenience caused by this situation. Should [redacted] have any questions, he may call Felicia W[redacted], Business Systems Analyst, at ###-###-####, extension [redacted], between 9:00 a.m. and 5:30 p.m., Eastern time, weekdays.

The following is in response to the complaint we received on 24 July 2015 from the Revdex.com on behalf of [redacted].  The complaint was originally assigned an ID number of [redacted].There is no further action for Navy Federal to take at this time.  We consider this case to be closed.

Tell us why here...This is in reference to the follow-up complaint we received on 30 June 2015 from the Revdex.com on behalf of Navy Federal member [redacted] B. [redacted], II.  The complaint was originally assigned an ID number of [redacted]. As previously advised, Mr. [redacted]’ entire savings balance was transferred to his checking account on 5 May 2010; the transfer of $48.14 was made to pay an Automated Clearing House debit of $75.00 received from [redacted].  Beginning with his May 2010 statement, Mr. [redacted] was notified each month that his savings account did not reflect the required minimum balance of $5.00 and he was asked to remit that amount.  Copies of pertinent statements have been forwarded to our member. At this time, we have reopened his savings account; however, in the next 180 days, he must remit a $5.00 deposit to retain the account.  Since the balance of Mr. [redacted]’ personal expense loan, $572.68, was charged to our reserves, our membership suffered a loss in that amount.  Therefore, he may not be eligible for other accounts or services.   If he any questions, Mr. [redacted] may call B. Buser at ###-###-####, extension 48266, between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 21 November 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in Mr. [redacted]’ complaint. Through our investigation, it was determined that the Navy Federal...

Membership Savings and EveryDay Checking accounts and the Vehicle Loan account opened in his name on 24 and 25 March 2016, respectively, were a result of identity theft. On 28 November 2016, the accounts were closed. On the same date, Kevin T[redacted], Senior Investigator, contacted Mr. [redacted] regarding the fraudulent activity and provided him information on his identity theft claim.
We have sent a letter to the four major credit reporting agencies requesting that they remove the vehicle loan tradeline and inquiries related to the applications for Navy Federal products and services, from Mr. [redacted]’ credit report. Our experience has shown that it may take up to 30 days for such updated information to appear in a credit file.
If Mr. [redacted]’ has any questions, he may contact Jimmy R[redacted], Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:00 a.m. to 3:30 p.m., Central time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 1 January 2017, submitted by our member, [redacted]
We have thoroughly researched the concerns presented in our member’s complaint. On 20 December 2016 Ms. [redacted] deposited a check via our Scan...

& Mobile Deposits service. Proper procedure was followed in placing a hold on the release of funds. On the same date, our representative advised Ms. [redacted] of the hold placed on the item. The funds were made available on 4 January 2017.
Navy Federal strives to provide efficient, accurate, and responsive service to our members at all times and we regret that this is not consistent with Ms. [redacted]’ experience. We will use this experience to educate our staff and help ensure other members do not have similar experiences.
If Ms. [redacted] has any questions, she may contact [redacted] Security Operations Center, at [redacted] between the hours of 8:00 a.m. to 5:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 15 October 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
We are thoroughly researching Mr. [redacted]’s concern regarding his new vehicle loan account...

ending in [redacted] with our optional Guaranteed Asset Protection (GAP) coverage. We will reach out to the member promptly upon completion of our investigation.
Should Mr. [redacted] have any additional questions, he may contact Gina B[redacted], Supervisor, Loan Protection Programs, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I called Navy Federal Credit Union and reported the card as lost back in June of 2016.  I received a new card a week later, tried to activate it and was told the account was frozen due to suspicious activity.  I was also told I needed to go to a Branch to reestablish my identity.  I live upstate NY where no Navy Credit Union exists.  I traveled on military duty in July of 2016 to Jacksonville FL.  At that time I found a Navy Branch and reestablish my identity.  My new card was finally activated and good to use.  Finally in September of 2016, I called Navy to make a Credit Card payment.  I was told I needed to find a Branch and reestablish my identity.    I'm confused as to why I need to reestablish my identity so much and why I can not make a payment to my credit card.  I recently telephoned Navy and made my credit card payment over the phone using my checking account.  However my account is currently frozen due to "suspicious activity"Regards,[redacted]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 25 June 2015, submitted by our member, [redacted] M. [redacted].
We have researched the concerns presented in our member’s complaint. It was determined that loan ending in account number 701, which was...

cancelled on 26 September 2011, was still showing on Corporal [redacted]’s credit report. We have submitted an update to the four nationwide credit bureaus, [redacted], [redacted], [redacted] and [redacted], to remove all information related to the loan account. In addition, we have verified that our member’s loan ending in account number 702, the balance of which was charged to our reserves, is reflected only once on his credit report.
If Corporal [redacted] has any questions, he may call us toll-free at ###-###-[redacted] (#### ); our Member Service Representatives are available to assist him 24 hours a day, 7 days a week.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I HAVE in fact provided NUMEROUS documents to verify my identity.  I have also attempted to call the person listed in the first response to no avail.  I have quite literally called 10 times but only reach voicemail.  I have had NO PHONE CALLS, NO TEXTS, NO EMAILS from NF and I would like proof that they have attempted to reach me.  I am quite certain this is just what they are supposed to say so they can pass the buck.  I have tried to call and get information but of course not a single person can answer even the simplest question.  I am looking into the ramifications and legalities of issuing a check such as they did to then not pay it when it came through the banking system.  I am quite certain there are some legal issues at stake.  I am out my car, my credit and my emotional distress from this entire HORRIBLE ordeal with these yahoos!  I want my complaint posted publicly so others won't be scammed by these people.  What they are doing is criminal!
Regards,
Rob Smith

---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Feb 23, 2016 at 10:32 AMSubject: #[redacted]To: "[email protected]" <[email protected]>I am informing you that we contact Navy Federal Credit Union again about case #[redacted], informed we...

filed the complaint to Revdex.com. This time different customer represent answered and within minutes he sent us gift card $125 electronically. He promised the first represent, [redacted] the supervisor of redeem department, her action was not the protocol and make sure it's not happening again. We are not satisfied the supervisor's action, she should not be in that kind of position but for the this matter, case #[redacted] we consider it's closed.Thank you for all of your work and protection for both consumers and businesses. Warm regards. [redacted]

This is in reference to the follow-up complaint wereceived on 13 July 2015 from the Revdex.com on behalf of NavyFederal member [redacted] G. [redacted].  The complaint was originally assigned an IDnumber of [redacted]. We have reviewedour member’s concerns.  On 16 July 2015,Tyron E[redacted], Supervisor, Collateral Control, spoke with Mr. [redacted].  Mr. E[redacted] offered to send a CaliforniaDuplicate Title Application to our member along with a Power of Attorney; thelatter form will allow us to act on Mr. [redacted]’s behalf with the CaliforniaDepartment of Motor Vehicles (DMV).  Mr.[redacted] accepted this offer.  We haveforwarded the forms via [redacted] to his Williamston, Michigan address.  Once we receive the completed forms, we willact expeditiously to forward them to the California Department of MotorVehicles on our member’s behalf.  Should Mr. [redacted]wish to follow up with Mr. E[redacted], he may call ###-###-#### between 7:30 a.m.and 4:00 p.m., Eastern time, weekdays.

The following references the complaint we received on 19 December 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. We have confirmed that the...

loans and credit card accounts issued in Mrs. [redacted]’s name are valid debts. Each account balance was subsequently charged to our reserves due to non-payment, resulting in a loss to the credit union membership. A consolidation loan was granted to her on 22 August 2008; the balance was deemed a loss on 27 March 2014. A Checking Line of Credit (CLOC) was opened on 30 April 2007; when the account became past due, the outstanding balance was refinanced as a consumer loan. When the refinanced loan fell past due, the balance was also declared a loss on 27 March 2014.
The Visa account, established for Mrs. [redacted] in May 2008, and the [redacted] account, opened in July 2008, became delinquent and the outstanding balances were also declared to be losses.
The trade lines for Mrs. [redacted]’s credit report have been reviewed and are correct. Therefore, no adjustment will be made. We report fair and accurate data to all the major credit reporting agencies and cannot remove any accurately reported information from a credit report.
If she would like to make payment arrangements on her outstanding balances, Mrs. [redacted] may contact our Collections Department at ###-###-####.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 1 December 2015, submitted by our member, [redacted].
We have thoroughly researched our member’s concerns. Peter K[redacted], Unit Supervisor, Collateral Control, spoke to Petty Officer [redacted] by telephone on...

16 December. Navy Federal received an electronic title for the vehicle on 10 November 2015 which accurately shows Navy Federal as lien holder. The Annual Percentage Rate for the loan remains at the original rate of 5.89%.
If Petty Officer [redacted] has any questions, he may contact Therisa A[redacted], Section Supervisor, Collateral Control, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.