Harper's Heating & Plumbing

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Sep 13, 2016 at 4:30 PMSubject: Fwd: Complaint # [redacted] resolvedTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].[redacted].com>Date: Tue,...

Sep 13, 2016 at 3:02 PMSubject: Complaint # [redacted] resolvedTo: [email protected] [redacted] has been resolved. My membership was accepted today.  Please close this complaint.--

This is in reference to complaint ID number [redacted], which
was received by Navy Federal on 9 November 2015, submitted by our member,
[redacted].We have thoroughly researched the concerns presented in our
member’s complaint regarding the title for his used vehicle loan.  Through our review...

of this matter, we concluded that our
representatives correctly followed our normal lien recording procedures.  However, in an effort to resolve this issue,
we have forwarded the necessary paperwork to the Virginia Department of Motor
Vehicles to have Navy Federal listed as lien holder of the vehicle.  The original loan terms have been reinstated,
and all fees and interest which were assessed to the loan account have been removed.  We regret any inconvenience this matter has
caused our member.If [redacted] has any questions, he may contact Carrie
M[redacted], Legal Liaison, at ###-###-####, extension 44926, 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 3 October 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
Abigail L[redacted], Ballston Branch Manager, attempted to contact [redacted] via telephone; however,...

she was unsuccessful. Navy Federal has reviewed our member’s concerns and has found that when [redacted] visited our Ballston Branch, her birth certificate was scanned to our headquarters for review. Once the certificate had been scanned, the manager of the branch handed the original to [redacted]. We regret that [redacted] was frustrated in her attempts to settle this matter.
Should she have any questions, [redacted] may call Ms. L[redacted] at 1-888-842-NFCU (6328). She is available between 7:30 a.m. and 5:00 p.m., weekdays, and between 9:30 a.m. and 2:00 p.m., Saturdays.

[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.  So long as it is upheld in its entirety.
Regards,
[redacted]

The following references the complaint we received on 18
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.  On 25 November, Renee...

G[redacted],
Assistant Supervisor, Collections, attempted to contact [redacted] to advise
him that we will be glad to credit an outside account in his name with the
overpayment of $248.02 he made at Navy Federal Online Account Access.  However, she was unsuccessful in reaching
him.  We therefore ask that [redacted]
call Tarsha T[redacted], Assistant Manager, Mid Stage Collections, to make
arrangements for the funds transfer.  Ms.
T[redacted] can be reached at ###-###-####, extension [redacted], 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 30 March 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint regarding his mortgage loan application.
Through our review of...

this matter, we concluded that [redacted]’s loan application was not denied. Our records indicate that [redacted] submitted his loan application on 19 March 2016. The details provided in the loan submission prompted the alternative mortgage loan option which was offered to [redacted] on 29 March 2016. On the same date, [redacted] sent us a letter explaining his unique employment situation. Navy Federal reviewed [redacted]’s letter and honored his request, approving his loan on 4 April 2016.
Navy Federal does not participate in discrimination of any kind.
If [redacted] has any questions, he may contact us at 1-888-842-NFCU (6328), 24 hours a day, 7 days a week.

The following references the complaint we received on 3 October 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. We have thoroughly reviewed [redacted]’ concern regarding his credit card...

account.  The Navy Federal promotion for which the cardholder was solicited offered a 2.99% Annual Percentage Rate (APR) for 12 months on balances transferred from other card issuers to the cardholder’s [redacted] Signature GO Rewards account at the time of application.  [redacted] did not perform a balance transfer at account opening and therefore the 2.99% APR balance transfer does not apply.   Credit card purchases are assessed an interest charge if the entire balance is not paid by the payment due date each month, as stated in the Credit Card Agreement and Disclosure that is provided to all credit cardholders when a Navy Federal credit card is established.  [redacted]’ credit card balance is the result of purchase transactions, for which the APR is currently 9.74% The example at the top of the cardholder’s statement provides a method of paying down the account balance if he or she makes only the minimum payment due or if he or she pays a higher payment amount.  Additionally, on page two of the monthly statement in the section labelled “Paying Interest”, it states that the payment due date is at least 25 days after the close of each billing cycle and we will not charge our member interest on purchases if the entire balance is paid by the due date each month.   As a one-time courtesy to [redacted], we have waived the interest charges of $24.92 and $24.62 assessed in August and September, respectively.  In the future, the statement balance must be paid in full by the payment due date to avoid the assessment of interest charges. Should [redacted] have questions, he may contact Joanna W[redacted], Supervisor, Credit Card Servicing, at ###-###-####, extension [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 28
October 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.  Navy Federal does not reveal...

confidential
account information to third parties without a member’s authorization.  In [redacted]’ case, we attempted to contact
her on 15 September; when we were unsuccessful, we placed a call to her place
of employment.  We did not at any time
contact any individual with whom [redacted] has no relation.  Our member has recently furnished her current
employment information; any future telephone contact will be made solely to the
number she provided at that time and any other communication will be made via
E-mail.Should she have any questions, [redacted] may call Joseph
F[redacted], Assistant Manager, Mid-Stage Collections, at ###-###-#### between 8:00
a.m. and 4:00 p.m., Central time, weekdays.

The following references the complaint we received on 28 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.  When she initially requested a...

mortgage rate match, we requested that [redacted] provide copy of a Good Faith Estimate (GFE) and a Truth-in-Lending (TIL) form from the other lender in question.  Since she provided a Fees Worksheet rather than the requested documents, we again requested a dated GFE and TIL.  Once we received the correct forms, we were able to issue an offer with more favorable pricing terms than the one our member received from the other lender.   Celia S[redacted], Manager, Mortgage Operations, spoke with [redacted] on 28 May and was able to clear up the apparent misunderstanding.  Should M[redacted] have any additional concerns, she may call Ms. S[redacted] at ###-###-####, extension [redacted], between 8:30 a.m. and 5:00 p.m., Pacific time, weekdays.

The following references the complaint we received on 1 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 investigated our member’s concern. The transfer referenced...

in
[redacted]’s complaint was conducted to pay her past due loan based on the security agreement noted in her signed Promissory Note. However, on 6 September [redacted] was contacted by Ms. S**, Supervisor, Collections, to discuss her account. During this phone conversation, the amount of $463.71 was returned to [redacted]’s checking account, and a fee of $29.00 which was assessed on the personal expense loan on 24 August 2016 was waived. Ms. S** has also provided assistance by advancing the payment due date of our member’s loan account.
Should [redacted] have any questions she may contact Tasha T[redacted], Assistant Manager, Collections, at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following references the complaint we received on 20 July 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. [redacted] submitted a claim of unauthorized...

activity on his account. After thoroughly investigating our member’s claim, we determined [redacted] was aware of and benefitted from the transactions conducted on his account; therefore, he is responsible for the outstanding balance on his accounts.
Should [redacted] have any questions, he may call Jimmy R[redacted]. Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension [redacted], 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 as Answered]
 Complaint: [redacted]  I do not feel I should be held responsible for a bad check. The banking institution should know these things . I thought my money was INSURED by the FDIC. Seems to me the banks are working with these scammers.I feel violated in every way.I will be removing the little funds I have left from all Navy Federal accounts. I know Navy Federal  could care less,but at least my money will be safe out of Navy Federals hands.Good luck with your continued unarmed robbery for it will one day bite you in the AS.
I am rejecting this response because:
Regards,
B[redacted]

The following is in response to the complaint we received on 15 September 2015 from the Revdex.com on behalf of [redacted].  The complaint was assigned an ID number of [redacted].  Monica T[redacted], Short Sale Specialist, called our member’s phone number of record on 24...

September 2015 to discuss her concerns; however, [redacted] was unavailable, so Ms. T[redacted] left a voicemail with her contact information.  The mortgage account in question is owned by [redacted] and serviced by Navy Federal. The request for the short sale was submitted to [redacted].  Unfortunately, [redacted] denied the short sale on 11 September 2015.  That same day, Navy Federal spoke to our member's authorized representative, [redacted], advising of the denial and, if needed, instructions on how to file a dispute with [redacted] for reconsideration.  On 15 September 2015, we again spoke to [redacted], who stated he would be opening the dispute file later that day.  Navy Federal was advised on 21 September 2015 that the dispute was completed and that [redacted] maintained the short sale denial.  Navy Federal cannot proceed without [redacted] approval.  A conditional offer for a Deed in Lieu of Foreclosure was sent to our member on 22 September 2015.   Follow-up questions should be directed to Ms. T[redacted] by calling ###-###-#### 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]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 January 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint regarding the processing of his U.S. Department of Veterans...

Affairs (VA) mortgage loan. Our records indicate that on 23 October 2015, [redacted] and his wife, [redacted], applied for a 15 year VA loan to refinance their existing mortgage. After reviewing our member’s application and credit bureau report, additional information and documentation was necessary.
On 18 December 2015, Navy Federal was informed by our member that [redacted] left her job as a dental assistant that she had listed on their application. [redacted] took a job at a builders supply company through a temporary staffing agency on 26 October 2015, working in an entirely different line of work. [redacted]’s new job had a 90 day probationary period, and she was not eligible for a permanent position with the new employer until 1 February 2016.
We informed our member that a permanent employment status is required in order to include [redacted]’s employment and income on the loan application. Consequently, [redacted]’s employment and income could no longer be included, and **. and [redacted] no longer qualified for a 15 year VA loan at 3.00%. Navy Federal was able to provide alternative loan terms to our member, and our member agreed to change from a 15 year VA loan at 3.00% to a 30 year VA loan at the market rate of 3.625%. Navy Federal subsequently agreed to reduce the interest rate to 3.50%. [redacted] and [redacted] remained on the loan application, and both signed the closing documents on 28 January 2016.
Regarding the allegations of discrimination, Navy Federal does not discriminate in any manner, and did not discriminate against **. and [redacted] on any occasion. Additionally, Navy Federal has remained in contact with our member throughout the processing of their loan. On 29 January 2016, our representative attempted to contact our member by telephone, but he was only able to leave a voice message. On the same date, we received correspondence from our member stating he did not want to be contacted. Navy Federal has honored his request and no further attempts to contact him have been made.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 10 July 2015, submitted by our member, [redacted].
We have researched the concerns presented in our member’s complaint. Gracie C[redacted], Assistant Manager, Pensacola Mortgage Processing,...

contacted Mr. [redacted] by telephone on 8 July to discuss the circumstances of his mortgage loan request. The original interest rate selected by our member would have given him more funds at closing than allowed for an FHA streamline refinance; it was necessary to adjust the rate to comply with FHA guidelines.
Following his discussion with Ms. C[redacted], Mr. [redacted] decided to proceed with his mortgage, and his loan closed on 21 July.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 8 December 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. Our records show that Mrs. [redacted]’s 2 October 2015 and 11 November...

2015 online membership applications pended due to additional information that was required. As a result, a detailed request was sent to the e-mail address provided by the applicant to verify the information required to establish her membership. Regretfully, Mrs. [redacted] was unable to provide the necessary membership eligibility documentation and as a result, requested to close the accounts in January 2016.
On 5 November 2016, Mrs. [redacted] reapplied using a paper membership application. Additional information was requested to verify her eligibility and on 13 December 2016, she provided the requested eligibility documentation and her Navy Federal membership was established. Navy Federal strives to provide efficient, accurate, and responsive service to our members at all times, and we regret any frustration our member experienced.
If Mrs. [redacted] has any questions, she may contact Pamela Guzman, Supervisor, Membership, at ###-###-####, extension [redacted].

The following references the complaint we received on 10 December 2105 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 found that, on 7...

December, [redacted]’ checking account had an available balance of $7.38. A transfer of $150.00 was made from another Navy Federal account to the checking account, increasing the available funds to $157.38. Point of Sale transaction authorizations, which cause a temporary hold on funds, as well as posted transactions, reduced the available balance to $93.97. Since sufficient funds to pay the Automated Clearing House (ACH) debit for $100.00 from [redacted] were not available, the item was returned. On 8 December, we sent a message to [redacted] through our Online Account Access advising of the return of the item and assessment of a returned item fee.The ACH debit was properly returned and the returned item fee was properly charged. However, in the interest of member service, we have refunded the $29.00 returned item fee [redacted] was charged. Returned items fees have been refunded as a courtesy on several occasions; consequently, we will be unable to refund properly assessed returned items fees in the future. We will not reimburse [redacted] for any fees assessed by [redacted] as a result of the returned item.

The following references the complaint we received on 10 August 2016 from the Revdex.com on behalf of [redacted]. The complaint was assigned an ID number of [redacted].
Navy Federal has thoroughly reviewed [redacted]’ situation. As requested, [redacted] was removed as authorized...

user from the [redacted] account of [redacted]  We have contacted the four consumer reporting agencies on [redacted]’ behalf to remove this tradeline; it may take 30 days for the data concerning the credit card account to be removed from her credit report.
Should she have any questions, [redacted] may contact Joanna W[redacted], Supervisor, Credit Card Servicing, at [redacted], extension [redacted], between 7:00 a.m. and 3:30 p.m., Central time, weekdays.

The following references the complaint we received on 11 February 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 have written to her directly to address...

this matter. We regret any inconvenience she was caused, and invite her to contact us using the information provided in our letter should she have any additional concerns.