Harper's Heating & Plumbing

The following references the complaint we received on 12 September 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 members concern.  The Checking...

Line of Credit (CLOC) was opened 24 June 2015 in Parris Island, South Carolina, when [redacted] established membership with Navy Federal.  On 6 July 2015, [redacted] signed the Active Duty Checking Line of Credit Agreement and Disclosure for the ADCLOC.  Navy Federal has performed a complete audit of the account and verified that starting on 16 May 2016 [redacted]’ available checking account had insufficient funds for presented items; therefore, we accessed his ADCLOC to permit the transactions.    On 14 June 2016, our member’s ADCLOC balance was $392.35, and we received a payment on 27 June 2016 in the amount of $217.22, leaving his balance at $179.03, with a $40.00 minimum payment due on 14 August 2016. On 21 September, his ADCLOC had a balance of $186.78, which included billed interest, with a $60.00 minimum payment still outstanding, for the months of July, August and September.   This is a valid debt which he is responsible to repay.  For his records, we have attached copies of his account statements and the signed Agreement and Disclosure which validates that [redacted] applied for this account.    If [redacted] would like to make payment arrangements, he may call our Collections Department at ###-###-####.  Our representatives are available between 8:00 a.m. and 8:00 p.m., Eastern time, weekdays, and between 9:00 a.m. and 5:30 p.m., weekends. Tell us why here...

This is in reference to a complaint we received on 4 December 2017 from the Revdex.com on behalf of Navy Federal member [redacted]  The complaint was assigned an ID number of [redacted]   We have thoroughly reviewed our member’s concerns.  Our records show that on...

18 October 2017, Mr. [redacted] deposited a check through Navy Federal’s Mobile Banking feature.  Although Navy Federal placed a hold on the funds for two business days, the check was returned as altered on 23 October.  When a check is returned, the funds are debited from the member’s account and a returned deposit fee is assessed in accordance with the Mobile Deposit Terms and Conditions.  Mr. [redacted] authorized a transaction on his checking account on 20 October which overdrew his account as a result of the reversal of the returned check’s funds.  Navy Federal transferred funds from Mr. [redacted]’s Money Market Savings Account to correct the overdrawn balance in the checking account.  If there is a balance owed on an account, Navy Federal is permitted to transfer funds from other accounts owned by the member to correct the amount owed.    Should Mr. [redacted] have any questions, he may contact [redacted], Financial Crimes and Risk, at [redacted] between 7:00 a.m. and 4:00 p.m., Central time, Monday through Friday.

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 3 May 2016, we...

canceled [redacted]’s personal expense loan for $30,202.00 at his request.  Unfortunately, the loan had already been reported to the four consumer reporting agencies.  We have contacted the agencies and requested that the tradeline regarding this loan be removed from [redacted]’s credit report.  It can take 30 days for such a change to be made.   Should our member have any questions, he may contact Carrie Matthews, Research and Documentation Liaison, at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Eastern 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:NFCU did receive documents in February and March. They acknowledged it in June that they received those items.  Megan F[redacted] Dispute Resolution Representative stated that the documents were insufficient to warrant a non reversal of my provisional credit.  NFCU stated that I had possession of the UHAUL vehicle so therefore they could charge me.  This is inaccurate and wrong because the recovery authorization letter states that I wanted my contract cancelled, to not charge my account and to recover the vehicle at specific address.   After 8 days in the hospital they still had not recovered the vehicle and I contacted NFCU.  Each time NFCU has made a statement about what was needed I provided to them and they refuse to acknowledge or invent another reason why they can not assist me.So again,  documents prove that NFCU's statement about faxes and phone calls before March 23 are inaccurate.  The phone records and faxes do not lie.  I prepaid for my rental with another credit card, and the second contract amount was INVALID (fraudulent) as I have stated from day one.  Yet NFCU still insists that I am the one that has erred not them.   UHAUL fully refunded the missing amount as of yesterday and I provided NFCU with the transaction number but they are still refusing to acknowledge my calls. This am they blocked both my phone numbers from making calls into their call center.  I had to use a family members phone to get through.  When I got through they claim they were not blocking my number.   My phone carrier says the block is on their end not mine.  So this is the type of harassment, unprofessional behavior and unethical behavior that the staff at NFCU that I have endured since day one. They make claims and assertions that are contradicted and they are still refusing to reverse all the errors in my account.   
Regards,
[redacted]

[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]

The following references the complaint we received on 1 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. We strive to provide courteous service at...

all times and we regret any frustrations Staff Sergeant [redacted] experienced when he called on 31 March.Our investigation revealed that Staff Sergeant [redacted] was in possession of his [redacted] Check card throughout the time frame in question, and that the disputed transactions were card present transactions. We have also reviewed Staff Sergeant [redacted]’s transaction history and, based on the facts surrounding the use of our members [redacted] Check card, we found that our member benefited from the transactions. Under the circumstances, we found that no error had occurred and we have denied our member’s claim.Should Staff Sergeant [redacted] have any additional questions, he may call Amanda D[redacted], Supervisor, Card Fraud Prevention and Recovery, at ###-###-#### between 7:30 a.m. and 4:00 p.m., Eastern time, weekdays.

The following references the complaint we received on 25 June 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].We have reviewed the concerns in [redacted]’s complaint.  Although [redacted]...

[redacted]’s membership application was approved on 22 June, during a standard review of information, we found discrepancies with the information provided by [redacted]. Navy Federal has a responsibility to verify the identity of all our members and confirm their eligibility for membership.  Accordingly, we have requested that [redacted] provide documentation to prove his eligibility for membership and confirm hisidentity; to date, we have not received the requested documentation from [redacted].  Under the Federal Credit UnionAct, Navy Federal is not permitted to lend funds to non-members.Should [redacted] have any questions, he may call us at 1-888-842-NFCU (6328); representatives are available 24 hours a day, seven days a week.

The following references the complaint we received on 13 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.  On 13 April,...

Joel C[redacted], Assistant Manager, Early Stage Collections, spoke with Mr. [redacted].  As discussed in that telephone conversation, Mr. [redacted]’s credit card account had fallen past due because the automatic transfer was no longer set on our member’s account, and there were insufficient funds in his Navy Federal savings account to complete the minimum monthly payment. Our member’s credit card account has been corrected to show that the account has no delinquency history and will be reported as such to the nationwide consumer reporting agencies.   Mr. [redacted] has asked that we again make transfers to pay his credit card account from his checking account in the future and we have made a notation in our records to begin the transfers on 1 June 2016.    Should he have any questions, our member may call Mr. C[redacted] at ###-###-####, extension 47607, between 8:30 a.m. and 5:00 p.m., Eastern time, weekdays. Tell us why here...

The following references the complaint we received on 27 June 2017 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.  When Sergeant [redacted]...

applied for a new vehicle loan, he was offered an optional Payment Protection Plan.  At that time, he was advised that purchasing the plan would have no bearing on the approval of his loan request.  Our member elected to obtain Payment Protection Plan coverage which is reflected on his signed Promissory Note.  In addition, he has the option to cancel his enrollment in the plan at any time.   We reviewed our telephone records.  At no time was Sergeant [redacted] advised we would not report late loan payments to the credit reporting agencies.  However, as a member courtesy, due to the issues with Sergeant [redacted] paycheck, we have sent a request to the credit bureaus to delete the May and June 2015 late marks on his credit file.  Sergeant [redacted] had six other 30-day delinquencies in 2013, 2014 and 2015 that are reporting accurately and will remain on his account.  It may take up to 30 days for the changes to reflect on his Credit Bureau reports.   If Sergeant [redacted] has any questions, he may contact us at 1-888-842-NFCU (6328).

This is in reference to the follow-up complaint we received on 14 December 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was originally assigned an ID number of [redacted].
Navy Federal’s automated system will not allow a member to maintain an Active Duty checking without the Direct Deposit of Net Pay (DDNP). Currently, Colonel [redacted] has an allotment
that is distributed to Navy Federal which, unfortunately, does not satisfy the requirement for the checking account he has requested. If he were to change the destination of his DDNP to Navy Federal, the requirement for the Active Duty Checking Account would be met.
We regret any miscommunication which may have occurred in this matter. We appreciate Colonel [redacted]’s feedback, and we will consider it when we evaluate our products and services for potential enhancements.
Should he have any additional questions, Colonel [redacted] may call Jackie Madderra, Supervisor, Savings and Checking Operations, at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Central time, weekdays.

The following references the complaint we received on 18 April 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].We have reviewed Mr. [redacted]’s concerns. The manager of our Equity Lending area attempted to contact...

Mr. [redacted] to discuss this matter, but she was only able to leave a message with her contact information.In August 2015, Mr. [redacted]’s Home Equity Line of Credit (HELOC) was suspended due to a material change in his financial circumstances. He was advised of this suspension in our letter dated 14 August 2015.On 19 April 2016, we received Mr. [redacted]’s request to reinstate his line of credit. We advised him via secure message on that date that we were unable to grant his request, due to his past payment history with Navy Federal. We will be pleased to review any future requests with information demonstrating a change in his financial situation.As noted in our August 2015 correspondence, the HELOC remains suspended and no further withdrawals will be allowed. Regarding how his accounts are displayed, we will review Mr. [redacted]’s feedback on this issue, and consider it in future application enhancements.If Mr. [redacted] has any questions, he may contact our Equity Lending manager using the contact information she provided.Tell us why here...

[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]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 20 June 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint regarding her vehicle repossession. Through our review of this...

matter, we concluded that Navy Federal mailed [redacted] an intent to repossess notice.
We have been working to resolve this matter with [redacted] and a portion of the costs associated with the repossession were waived. [redacted] was not required to remit the upcoming payment in order to retrieve her vehicle. The fee associated with the pick-up of her personal belongings is not a Navy Federal cost and will need to be addressed with the repossession agency. We previously sent the requested information pertaining to the past due amounts and the required retrieval fees separately to [redacted]; an additional copy is being mailed to her address of record.
We will not request a change to her credit report as all data reported concerning the vehicle is accurate; the delinquent payment history will remain on the report. Should [redacted] obtain any supporting documentation that would substantiate a correction to the reporting of this account, she may fax it to us at [redacted], Attention: Credit Bureau Reporting/Disputes.
If [redacted] has any questions, she may contact Karen C[redacted], Manager, Repossession, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. to 4:30 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 2 December 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. [redacted].  The complaint was assigned an ID number of [redacted].   Navy Federal has thoroughly reviewed our member’s concerns.  On 1 December,...

Mr. [redacted] spoke with a mortgage staff member who advised our member that we would extend the original interest rate requested at application until 21 December.  His loan is due to close on 19 December 2016.   Should he have any questions, Mr. [redacted] may contact Dee Onassis, Assistant Manager, Mortgage Processing and Closing, at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Central time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 7 January 2016, submitted by [redacted].
We have researched [redacted]’s concerns. Due to conflicting information currently on file for [redacted], it will be necessary for her to provide Navy...

Federal with a copy of her Driver’s License and complete a Change of Information/Add joint Owner form, to ensure that accurate information is listed for her account.
In addition, [redacted]’s sponsor, [redacted], must provide proof of eligibility for membership with Navy Federal. This documentation was originally requested on 30 November 2015 and remains a requirement for full access to [redacted]. and [redacted]’ accounts. As advised previously, [redacted] must visit a Navy Federal branch and present a government issued photo ID along with original Social Security card, proof of physical address used to open acct (e.g. original recent utility bill, tax statement, mortgage statement- not a lease or cell phone bill) and show proof that he meets eligibility based on the following requirements: member of the Armed Forces, Department of Defense, Coast Guard regular Active Duty and Reservists; Army and Air National Guard personnel; retired personnel; or through a family relationship or household member.
Questions regarding this matter may be directed to Robert S[redacted], Assistant Vice President, Security Operations Center, at ###-###-#### (please choose option 4), between the hours of 8:00 a.m. and 5:00 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: The company did not contact me when the loan was sitting at the branch for over 30 days. What type of business just lets a loan sit for a few weeks and does not contact the borrower? It  seems to be in poor practice to just leave a loan sit there for that long. After contacting Navy Federal it was stated that it was not usual for  them to just not contact a borrower. But that it was still my fault for not reaching out to the bank. So I should expect that any time that I would forget to pick up a document that Navy Federal would place the blame on me and not reach out to me with timely information. 
Regards,
[redacted]

The following references the complaint we received on 6
November 2015 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.  Robert S[redacted],...

Assistant Vice
President, Security Operations Center, attempted to reach [redacted]; however,
he was only successful in leaving a message.  We determined that the restrictions placed on [redacted]’s account were
incorrect given the circumstances surrounding the return of the checks which she
deposited to her account.  The
restrictions she questioned have been lifted.  She now has access to her accounts via her [redacted] Check Card and Navy
Federal Online Account Access.  To
compensate for any inconvenience the account restrictions caused, a gift card
has been provided to [redacted].Should she have any questions, [redacted] may call Mr.
S[redacted] at ###-###-#### between 8:00 a.m. and 5:00 p.m., Eastern time,
weekdays.

[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]. 
Regards,
[redacted]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 May 2015, submitted by our member, [redacted]. We have researched the concerns presented in our member’s complaint. [redacted] called our Contact Center on 26 May 2015. A review of our records...

confirms that during his conversation with our Contact Center Resolution Specialist, [redacted] requested written confirmation of information discussed. Our member was advised that a written confirmation of each call is not feasible, and that the information provided in this instance was insufficient to generate a letter. If [redacted] has any questions, he may contact Kelsi G[redacted], Supervisor, Contact Center Resolution, at ###-###-####, between the hours of 2:00 p.m. and 10:00 p.m., Central time, Monday through Friday.

The following references the complaint we received on 10 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. Our records note that based...

on the member’s checking account balance, on 11 March 2016 a Member Service Representative (MSR) recommended that the member switch her checking account to a Flagship Checking account in order to accrue dividends at a higher annual percentage yield. The member agreed and the account type was changed. On 23 July, another MSR recognized that the member’s balance had dropped below the minimum balance amount needed to avoid a monthly service fee and suggested that the member switch checking accounts. The member again agreed and her account type was changed.
We have reviewed Ms. [redacted]’s claim regarding the [redacted] transactions. We have made a provisional credit of $47.97 to her checking account in the amount of the transactions and have initiated an investigation to determine whether the transactions were unauthorized. If the investigation determines that the transactions were unauthorized, the provisional credit will be made permanent. Should she have any questions concerning our review of the transactions, she may call Priscilla L[redacted], Supervisor, Card Fraud Prevention Recovery, at ###-###-####, extension [redacted], between 7:00 a.m. and 3:30 p.m., Central time, weekdays.
As a courtesy, we have refunded the stop payment fee as well as additional fees. If our member has any questions, she may contact Navy Federal anytime at ###-###-####.