Harper's Heating & Plumbing

The following references the complaint we received on 15 August 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 his vehicle...

repossession and determined that the repossession was conducted appropriately.  A letter was sent to our member on 13 May 2016, stating our intent to repossess the vehicle.  The collateral was assigned for repossession on 29 July.  We received a payment of $650.00 on 11 August; however, at that time, the past due amount was $987.90, of which $337.90 was due for his July payment.   Our records indicate that [redacted] spoke to a Member Service Representative on 10 August 2016 and there was a miscommunication concerning the repossession process.  As a matter of member service, we are mailing [redacted] a check to reimburse him for the costs associated with the repossession.   Should [redacted] have further questions, he may contact Ms. C[redacted] at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Monday through Friday.   In addition to his vehicle loan, [redacted] has a personal expense loan that is currently past due by $68.42, with a payment due date of 8 August 2016.  He may call ###-###-#### between the hours of 8:00 a.m. and 8:00 p.m., Eastern time, to schedule payments for that loan.

This is in reference to the follow-up complaint we received on 30 August 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was originally assigned an ID number of [redacted].   Navy Federal has reviewed [redacted]’ concerns.  We regret that our initial reply contained the incorrect account holder’s name. We had correctly removed [redacted]’ name as authorized user from the MasterCard account of [redacted] and had requested that the four consumer reporting agencies update her data by removing the tradeline from her credit report.  We have reviewed [redacted]’ credit file and verified that the credit card account has now been removed from all four agencies.   Should [redacted] have any additional questions, she may contact Joanna W[redacted], Supervisor, Credit Card Servicing, at ###-###-####, extension [redacted], between 7:00 a.m. and 3:30 p.m., Central time, weekdays.

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 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.

[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 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].

[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: Navy Federal has yet to date to provide proof that this is in fact a valid claim with the original documentation bearing a signature.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The information that was sent by Navy federal is fully incorrect. As my husband explained in the letter that we wrote to Navy Federal, my husband is currently deployed his number which is ###-###-#### is currently turned off because he's deployed to another country for the next year and does not have access to a land line. We left the number ###-###-#### as the proper contact number to be called. I received a missed call from a Navy federal number last week while at work that was a one way phone number and had no way to leave a voicemail when I called them back. She never left me a voicemail. Because I tried to call her back and it stated that the the number was a one way number and could not be connect. So in fact she tried to call me, left no phone number. She states in the message to you that the account is no longer being reported on my husband's credit report. We just recently I've submitted an application for a home loan where are the account in question is being reported as uncollected on all three credit bureaus. So this isn't in fact false information that they are giving you. We just apply for the home loan in February 2016. My husband has been trying to reach out to Navy federal to get a letter showing that this debt for the one specific account that is in question is lot no longer owed. And we have still to this day have not received anything from Navy federal stating that the one that is no longer owed. 
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 un-satisfactory to me; however, since the same response is solely being reiterated in different terms I am not wanting to continue the discussion. 
Regards,
[redacted]

I am not having difficulty making the payments. This is not my argument. I am concerned about the inability to pay down this account because of this daily interest amounts when I have not used this card in a months. It seems almost impossible to bring the balance down, whether I pay the amount due or any additional amounts in an attempt to pay this account off. What is the solution to paying this account off as it stands without paying the entire balance at once? I have other credit cards and I see my balance owed decrease every time I make a payment. However, with this account with Navy Federal the payoff seems inevitable. Something must be done!!!!! I am a loyal customer with Navy Federal. My mortgage and home loan is with this financial institution. How do you account for the fact that I have not used this card in months, yet the balance is barely decreasing even though the payments are always paid on or before the due date? On some occasions I have paid more than the amount due on the account.

The following references the complaint we received on 6 February 2018 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
Navy Federal has thoroughly researched Ms. [redacted] concerns. The Navy Federal Home Equity...

Line of Credit ([redacted]) account ending in [redacted] was not included in the foreclosure process due to the property’s value. As a result, the [redacted] was charged to our reserves on 17 February 2012.
We have reviewed our member’s tradeline with the four nationwide credit reporting agencies and verified it is reporting correctly.
An [redacted] Form 1099-C was sent to Ms. [redacted] regarding the sale of the property.
Should Ms. [redacted] have additional questions, she may contact [redacted], at [redacted] Ms. [redacted] is available from 8:00 a.m. to 4:30 p.m., Eastern 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 has thoroughly reviewed our member’s concerns. Our records indicate that [redacted]...

[redacted] was issued a used vehicle loan on 13 February 2009. When the loan became past due in 2012, we advanced the payment due date so that her allotment would maintain the account in a current status. However, at that time, two overdrawn checking account balances in our member’sname had been charged to our reserves; therefore, in accordance with our normal procedure to reduce the amounts of the losses suffered by our membership, a portion of the allotment funds was credited against the overdrafts. In addition, funds in our member’s savings account were withdrawn which prevented those funds being transferred to the loan.On 5 May 2014, [redacted] advised us that the collateral which secured the loan had been declared a total loss after being involved in an accident. Although insurance proceeds of $8,190.42 were credited to the loan on 23 May, the funds did not pay the loan off. Since no funds were received after that date, the remaining loan balance was charged to our reserves on 28 January 2015. Weverified that we reported accurate information to the credit bureaus; therefore, we will not request a change to [redacted]’s credit report. Should she have any questions, [redacted] may call Wade P[redacted], Assistant Manager, Recoveries,at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., weekdays.

Complaint: [redacted]
I am rejecting this response because: They keep saying the step daughter mailed them to me not true she lied said she mailed them to the neice  according to the office mgr I never got any certiciface mail however I talked directly to a sale man who in my email told me he would mail them to me because they gave them to her I have had serveral delays in filling our forms in my hubby affairs I signed creamation papers not her since I paid for it she was only to pick up his remains I can not believe how a place like this can treat people as far as I'm concerned this is unprofessional  not only to find they posted him on Facebook as well As for the Revdex.com you decide the outcome I have another funeral arrangement to deal with Thank God I'm not doing business with this company 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

The following references the complaint we received on 22 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 researched our member’s concerns.  We reviewed the...

telephone call in question and confirmed that the person we spoke with identified himself as [redacted] and correctly answered our verification questions.  We did not knowingly disclose information to a third party.    We understand that our member and his father share a name; therefore, we suggest that he update his account to read [redacted], Jr., to avoid confusion going forward.  We have also noted that [redacted] is not a valid contact number for Mr. [redacted] and have updated his father’s account to prevent contact to that number.    If Mr. [redacted] would like to indicate that he is a junior, we request that he contact us at [redacted] as soon as possible, or complete the attached Change of Information/Add Joint Owner form and return it to us in the envelope provided.   Over the past several weeks, we have made several attempts to contact Mr. [redacted] by letter, email and telephone.  As of 10 January 2018, his [redacted] credit card account and his personal expense loan are past due.   To discuss his accounts, Mr. [redacted] may contact Mr. [redacted], between the hours of 9:00 a.m. and 5:30 p.m., Central time, weekdays. Tell us why here...

This is in reference to a follow-up complaint, ID number [redacted], submitted by Navy Federal member, [redacted]. Navy Federal has advised in our responses to the Revdex.com on 15 July 2016 and 31 August 2016 that no request to change [redacted]’s credit report will be made. Our position remains the same. All data concerning the vehicle is accurate and the delinquent payment history will remain on the report. Her credit report does not reflect the occurrence of the repossession.
We have sent a check in the amount of $175.00 ($125.00 for the delivery fee and $50.00 for personal property retrieval fee) to [redacted]’s address of record. No additional fees regarding the vehicle repossession will be reimbursed. We consider the matter closed
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.

This is in reference to a complaint we received on 24 May 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.  Our records show that on 22...

May 2017 an unauthorized Automated Clearing House (ACH) debit was deducted from Ms. [redacted] checking account.  On 23 May, Ms. [redacted] confirmed the transaction as an unauthorized ACH debit and Navy Federal closed the affected accounts and opened a new savings and checking account for our member.  On 25 May, we honored our member’s claim and credited her checking account.  We also attempted to contact our member to inform her of our decision on the claim, but we were only able to leave a message.  A letter explaining that we honored the claim was also sent to our member at her address of record on 25 May.   We regret the inconvenience our member experienced.  If Ms. [redacted] has any questions, she may contact [redacted] Financial Crimes and Risk, 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 7 February 2018 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.  Our records...

show our member’s refinance request was submitted on 27 September 2017 and was approved on 21 November 2017.  We sent an update to the four major credit reporting agencies on 22 November 2017 to remove the late history for September 2017.  An additional update was sent to the credit reporting agencies on 7 February 2018 to remove any subsequent late history that was reported from September 2017 through November 2017, at which time the loan was paid in full.  Please note, it may take up to 30 days for the updates to reflect in Mr. [redacted]’s credit file.   Should Mr. [redacted] have additional questions, he may contact [redacted], [redacted], at [redacted], extension [redacted], between the hours of 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: I received the loan check finally on 7/18/16 dated 5/25/16. The loan documents states a payment is due on 7/22/16 not even 30 days after the loan check was received. 
Regards,
[redacted]

[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 it is the same answer I received when I originally made the complaint.  It is essentially comes to sorry for the misinformation, but we are not willing to do anything outside our existing framework to assist.  The only change that I have seen is the website now clearly indicates that DDNP is required versus just Direct Deposit.  I still received conflicting information with respect to the Flagship Checking.  Website states Direct Deposit and two different people have told me two different answers (i.e., net pay versus no net pay required, but to be fair the resolution rep has been consistent in telling me it is net pay).  I have a call in to the supervisor stated in the last response.  However, I am confident I will be told the same information again.  No where in this process has Navy Federal Credit Union accepted responsibility for their mistake other than to say so sorry.  A $50 gift card is a nice gesture, but is a temporary fix to a long term issue as long as I have a checking account.  When I am given a response other than "it is the consumer's choice to fix the problem," perhaps then I will be willing accept a response. 
Regards,
[redacted]