Harper's Heating & Plumbing

The following references the complaint we received on 23 March 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] made...

two transfers of credit from her [redacted] account to [redacted] Bank Card Services and [redacted] Credit Card Services on 15 November 2013 in the amounts of $1,906.10 and $1,494.51, respectively.  Such transfers are considered to be cash advances and interest is charged accordingly.  In [redacted]’s case, an Annual Percentage Rate (APR) of 14.9% is being charged on the two cash advances; however, at this time, that is also the APR for her current charges.   When a payment is received, Navy Federal applies the minimum payment first to the interest charges, followed by all fees, and then to the balance with the lowest APR.  Any payment amount received in excess of the minimum payment will be allocated to the balance with the highest APR and any remaining portion to the other balances in descending order based on their APRs.  Therefore, on 7 March 2016, when an $85.00 payment was received and posted to [redacted]’s [redacted] account, we used $81.00 to complete February’s minimum payment.  The remaining $4.00 was applied to the previous pur[redacted] balance.  Of the $81.00 minimum payment, $19.11 was applied to the previous pur[redacted] interest charge, $42.17 was credited to the previous cash advance interest charge and the remaining $19.72 was applied to the previous pur[redacted] balance.   Should [redacted] have any questions, she may call John P[redacted], Assistant Manager, Credit Card Servicing, at ###-###-#### between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.   If [redacted] is having difficulty making her payments, she may contact our Personal Finance Management staff for free financial assistance at ###-###-#### between 8:00 a.m. and 8:00 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 4 January 2016, submitted by our member, [redacted].
We have researched [redacted]’s concerns. On 10 December 2015, debit card fraud claims were filed by our member via Navy Federal’s Online Account...

Access in the amounts of $404.33 and $146.49, for a total of $550.82. After a thorough investigation we determined that no error had occurred, and the fraud claim was denied. A Card Fraud Recovery Specialist spoke with [redacted] several times throughout the investigation, and our letter dated 30 December 2015 was mailed to [redacted]’s address of record to advise her of the status of her claim.
Questions regarding this matter may be addressed to Amanda D[redacted], Supervisor, Card Fraud Prevention Recovery, at ###-###-####, extension [redacted], between the hours of 7:30 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 11 October 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.  Michelle...

B[redacted], Fraud Investigation Specialist, spoke with [redacted] on 12 October.  Due to suspicious activity, a restriction was placed on our member’s account.  While the restriction was in place, the member continued to have access to the deposited funds available in his account.  The restriction has since been lifted and [redacted] has full access to his account.   On 13 October, the $6,500.00 check our member deposited on 6 October was returned unpaid.   The $6,500.00 was deducted from his account as was a returned deposit fee of $15.00.    Should [redacted] have any questions, he may contact Robert S[redacted], Assistant Vice President, Security Operations Center, at ###-###-####, extension, [redacted], between 8:00 a.m. and 4:30 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], and find that this resolution is satisfactory to me.  Due to this resolution, I can now confirm that the business has thoroughly reviewed my concerns regarding their services being offered to customers alike.   
Regards,
[redacted]

The following references the complaint we received on 29 May 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. Navy Federal has reviewed our member’s concerns.  We have confirmed that...

[redacted] has consistently made payments of $500.00 to his Navy Federal Visa account in accordance with an agreement which he arranged with Attorney John S[redacted].  However, when the payment plan began, the account was 120 days past due and the balance in question was approximately $24,069.22.  In November 2013, [redacted] made two payments of $500.00 each; however, at the end of that month the Visa account was 121 to 150 days past due and we reported that data to the four nationwide consumer reporting agencies, Equifax, TransUnion, Experian and Innovis.  Our research confirmed that the data we have reported in our member’s name has been accurate and, therefore, cannot be removed. The monthly payments keep the account from becoming more delinquent.  His payments have reduced the balance to $15,397.00; the account is now in a current status.   Should [redacted] have any questions, he may call Kathryn B[redacted], Supervisor, Consumer Loan Services, at ###-###-#### 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 15 November 2016, submitted by our member, [redacted].
We have thoroughly researched our member’s concern. Through Petty Officer [redacted]’s membership agreement and consumer loan Promissory Note, Petty...

Officer [redacted] was provided express notice of Navy Federal’s statutory lien in Navy Federal share accounts to the extent of any loan made and any charges payable. Petty Officer [redacted]’s consumer loan was past due for the September and October payments and, on 14 November, funds were transferred to the delinquent loan in accordance with our member’s signed Promissory Note. Our member’s next loan payment was due on 13 November 2016. Although our member’s request to revert funds from the loan account was denied, we provided assistance by granting a 61-day extension which brought the account to a current status.
We have listened to the telephone call in question and concluded that our representative acted in a professional manner.
If Petty Officer [redacted] has any questions, she may contact Tarsha T[redacted], Assistant Manager, Collections, at ###-###-####, extension [redacted], 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 17 June 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. Navy Federal has reviewed our member’s concerns.  On 17 June, Monique D[redacted],...

Supervisor, Credit Card Servicing, spoke with [redacted].  She advised him that the charge of $2,224.49 had been placed in a dispute status.  After an investigation, we issued [redacted] a full credit on 22 June.  On 23 June, we attempted to contact our member by telephone; since we were unable to reach him, we forwarded him a letter reflecting information concerning the credit.  We now consider the case closed. If [redacted] has any questions, he may call Ms. D[redacted] at ###-###-#### between 8:00 a.m. and 4:30 p.m., weekdays.

The account was only delinquent because payments were not made (per instruction of a NFCU loan officer, while the claims and settlements were applied.  It took a CONSIDERABLE length of time for NFCU to respond to the insurance company and NFCU was notified of the accident the same day it occurred. Of there was a deliquency, it was due to the fact that the advise of NFCU loan officer was followed and NFCU delayed the process. Therefore, it was the responibilty of NFCU to process in a timely matter and not hold the customer responsible for NFCU employee failing to complete the task timely.
 Complaint: [redacted]
I am rejecting this response because:
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] L. [redacted]. We have researched the concerns presented in our member’s complaint. In accordance with the terms and conditions specified in Navy Federal’s Important...

Disclosures, to which our members agree at the establishment of their membership accounts, transactions are posted between 12:00 a.m. and 6:00 a.m., Eastern Time, Monday through Friday. Our posting order is as follows: all credits to an account will post first, followed by withdrawals in the following order: ATM, Navy Federal Debit Card Point-of-Sale, Automated Clearing House (ACH) and checks. When multiple transactions are processed from these groups of transactions, the items will be posted in the order of lowest to highest amount within each group of transactions. A copy of the Important Disclosures is attached for your reference. When an ACH debit is authorized through the debiting party, it may take up to two business days for the ACH debit to present for payment from an account. To avoid similar circumstances in the future, we request that our members ensure that sufficient funds are already on deposit when checks or ACH debits are presented for payment. In the interest of member service, we have refunded $58.00 for Returned Check fees which were assessed to our member’s account on 5 and 11 June 2015. Questions regarding this matter may be directed to Vivian Barnett, Savings and Checking Operations Specialist III, at ###-###-####, extension [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Central time, Monday through Friday.

The following references the complaint we received on 28 April 2015 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].Navy Federal investigated our member’s concerns and Janice D[redacted], Fraud Investigation Specialist,...

contacted her on 29 April. During the telephone conversation, [redacted] admitted that she had made a false claim of fraud and that she was involved in an attempt to defraud Navy Federal. Due to her admission, no funds will be credited to her account. In addition, the restrictions placed on her account will remain in effect.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 14 November 2016, submitted by our member, [redacted].
We have thoroughly researched our member’s concern. Navy Federal received a fraud claim from [redacted] on 25 October 2016. After a thorough...

investigation, we concluded that no error occurred based on account activity. Funds were withdrawn from Gunnery Sergeant [redacted]’ savings account to reduce the overdrawn amount on Mr. [redacted]’s account, in accordance with the Joint Ownership section of Navy Federal’s Membership/Savings/Checking Disclosure Statement (copy attached).
Questions regarding this matter may be directed to Jimmy R[redacted], Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:00 a.m. and 3:30 p.m., Central time, Monday through Friday.

This is in reference to a follow-up complaint, ID number [redacted], which was submitted on behalf of [redacted].
On 15 March 2016, Ms. K[redacted], Supervisor, Recoveries, spoke with [redacted] by telephone regarding the issues raised in the complaint and we have resolved the matter directly with [redacted].
Questions regarding this matter may be directed to Ms. K[redacted] at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern 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]

The following references the complaint we received on 8 July 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]’ concern regarding her loan...

application at Navy Federal.  Our records reflect that a loan application was submitted on 6 July 2016, and the loan purpose was updated from personal expense to consolidation to accurately reflect the intent of the loan.  The change in purpose of the loan did not have an effect on the APR initially assigned to the application. [redacted] qualified for the APR rate based on Navy Federal’s lending criteria.  Our rate scale assigns a rate based on various factors, such as: an individual’s credit history, the purpose of the loan, the loan terms and the member’s current credit score.   Our records indicate that the loan terms, including rate and monthly repayment amounts were reviewed with [redacted] prior to her acceptance of the loan.  [redacted] called Navy Federal on 7 July to cancel the consolidation loan.  Cancellation of the loan was completed on 11 July.  Janice D[redacted], Supervisor, Loan Officer, attempted to contact [redacted] to discuss her loan application, but was unsuccessful.  If [redacted] should have any questions, she may contact Ms. D[redacted] at ###-###-####, extension [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Eastern time, Monday through Friday.

This is in reference to a follow-up complaint, ID number [redacted], submitted by Navy Federal member, [redacted] M. [redacted]. We have thoroughly researched the concerns presented in our member’s complaint regarding her debit card fraud claim submitted on 29 March 2016. As advised in our previous response to the Revdex.com on 8 April 2016, we determined that no error occurred.  Based on the information provided in Miss [redacted]’s claim, her account activity and no new information to counter our findings, our determination remains the same.   If Miss [redacted] has any questions, she may contact Amanda D[redacted], Supervisor, Card Fraud Prevention, at ###-###-####, extension 43711, between the hours of 7:30 a.m. to 4:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 22 November 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 28 October 2016, Ms. [redacted] reported a debit card dispute with [redacted] Rent-A-Car, advising that the merchant did not provide services for the amount charged.  We have determined that Ms. [redacted] entered into a car rental contract on 4 August 2016 with [redacted] Car Rental using her Navy Federal debit card to settle any car rental charges.  [redacted] Car Rental charged her debit card for an additional charge related to her rental.  The transaction posted to our member’s account on 27 October under the merchant name “[redacted] Rent-A-Car” due to a partnership between the two car rental companies.   We attempted to contact Ms. [redacted] on 9 November, but were only able to leave her a voicemail.  We followed up that day with a letter explaining in detail the circumstances of her case and our decision for denial.  The case remains closed at this time.   If Ms. [redacted] has any questions, she may contact Catherine S[redacted], Debit Card Dispute Resolution Specialist, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday-Friday.

The following references the complaint we received on 13 January 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 investigated...

the member’s claim regarding the $197.75 debit.  A provisional credit of $197.75 was credited to her checking account and fees related to the transaction were waived.  Our investigation of this matter has now been completed and the provisional credit was made permanent.

The following references the complaint we received on 1 March 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].   Navy Federal has reviewed our member’s concerns.  On 7 March, Robert L[redacted],...

Supervisor, Mortgage Payment Payoff and Servicing, spoke with [redacted].  At that time, he advised her that we had credited her Navy Federal savings account with $28.00 representing the fee she incurred at [redacted] Federal Credit Union (FCU) and that we had credited an additional $708.29 to reimburse her for the funds erroneously transferred from her [redacted] FCU account on 21 December 2015.  As [redacted] requested, we have now transferred a total of $736.29 to her [redacted] FCU account.    We have forwarded a [redacted] Gift card to [redacted] to compensate her for a portion of the inconvenience she experienced as a result of the error.   Should she have any questions, our member may call Mr. L[redacted] at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following references the complaint we received on 31 October 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 concern.  On 20 October 2016,...

Mr. [redacted] applied for a 100% Financing First Mortgage loan via Navy Federal Online Banking. During the online application process, our Loan Fee Disclosure is presented to the applicant(s) and their consent is required in order to continue.  The disclosure regarding potential Credit Bureau Report fee refunds only applies to applications for Home Equity Lines of Credit.  Unfortunately, this disclosure does not apply to the loan type that Mr. [redacted] applied for.     The fee Mr. [redacted] paid is charged by the credit reporting agencies for the credit report.  Navy Federal does not make a profit from this fee.   Should Mr. [redacted] have any questions, he may contact Ann C[redacted], Regional Manager, Field Mortgage, at ###-###-####, extension 21036, between the hours of 8:30 a.m. and 5:00 p.m., Eastern time, weekdays.

The following references the complaint we received on 21 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 our member’s concerns. We received a copy of the police incident report...

related to Lieutenant [redacted]’s claim on 21 April 2016. Our review of this matter has been reopened, and we are working with the Corpus Christi Police Department to validate our member’s claim. One of our investigators attempted to reach Lieutenant [redacted] to advise her of the developments in her claim, but was only able to leave a message. Our member may reach our investigator by calling ###-###-####.