Harper's Heating & Plumbing

This is in reference to the follow-up complaint we received on 12 January 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was originally assigned an ID number of [redacted].   Thank you for the opportunity to address our member's concern.  At Navy Federal, our members are always our first priority.  If members fall into default on a loan, we always work with our members to resolve the matter in a fair and reasonable manner.  In this case, [redacted] has received clear written guidance and the name and contact information of the attorney authorized to resolve his claim.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 13 July 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 determined that no bank wire...

transfers in the amount of $17,500.00 were received to [redacted]’s account. On 8 July 2016, [redacted] visited our Lemoore Avenue Branch inquiring on a wire received to his account. Our representative advised that we have no record of a wire transfer received to his account and requested that he provide to us supporting documentation so that we may further research this matter. We recommend that [redacted] inquire with his remitting Financial Institution; confirming the amount of the transaction and the originating account. As previously suggested on 8 July 2016, any supporting documentation that [redacted] is able to provide regarding this matter will assist Navy Federal in researching this issue further.
In response to the cease and desist, on 30 December 2015 [redacted] advised our Contact Center representative that he had retained an attorney regarding a financial matter unrelated to this concern. Due to this information, controls were placed on his account to re-direct communications to his attorney regarding this matter. This does not affect the ability to obtain account information or process transactions.
If [redacted] has any questions, he may contact Larry T[redacted], Assistant Supervisor, Federal Wire, at ###-###-####, extension [redacted], between the hours of 11:00 a.m. to 7:30 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 25 February 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.  As advised in our previous response to the Revdex.com on 19 February 2016, during the loan verification process we found that [redacted]’s original employment information which was provided to us by **. [redacted] no longer applied.  This caused timely delays to the application process as **. [redacted] no longer qualified for a 15 year VA loan.  When **. [redacted] agreed to change to a 30 year loan term he also agreed to the market rate of 3.625%.  Navy Federal worked with **. [redacted] to find a viable solution that he accepted by executing the closing documents.   Navy Federal does not discriminate in any manner, and did not discriminate against **. and [redacted] on any occasion.  Additionally, we regret our misunderstanding regarding **. [redacted]’s request for no further contact and we will follow normal procedures when contacting him going forward.  If **. [redacted] has any questions, he may contact us at 1-888-842-NFCU (6328), 24 hours a day, 7 days a week.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 16 February 2016, submitted by [redacted].
We have thoroughly reviewed [redacted]’s concern. According to our records, [redacted] was added as authorized user to credit card xxxx-xxxx-xxxx-[redacted] when the...

account was established. His name was removed from the account at the request of the primary account holder on 26 October 2015. At that time, Navy Federal sent a request to the credit reporting agencies to update [redacted]’s credit report to show his relationship terminated from the account. We report accurate and complete information for authorized users, and we have verified that the information is accurately reflected on the report.
Questions regarding this matter may be directed to Carrie M[redacted], Legal Liaison, Consumer Servicing, 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 I was contacted and received a direct phone number and contacg to help resolve the matter. I have continued to fax material -affidavid of stolen account and police report (3) to them and await the status of the account. When working with [redacted] bank they were very helpful and sent me a packet of information about how to deal with id theft. I would recommend this company setting up some sort of similar procedure to deal with the information. Today, I faxed verification from the bank that the account at the other bank was not opened by me and hope this resolves the matter. 
Regards,
[redacted]

This is in reference to a follow-up complaint, ID number [redacted], submitted by Navy Federal member, [redacted].
Navy Federal has addressed [redacted]’s concern in our previous responses to his Revdex.com complaint on 2 and 12 February 2016. As no new information has been provided by our member, our position in this matter remains unchanged.

The following references the complaint we received on 10 July 2015 from the Revdex.com on behalf of Navy Federal member [redacted]. [redacted].  The complaint was assigned an ID number of [redacted]. Navy Federal has reviewed our member’s concerns.  Our representative...

attempted to contact Ms. [redacted] to discuss this matter on 13 July and 15 July, but was only able to leave a message on both occasions.  As our member requested, we have refunded the $12.00 credit bureau fee charged in connection with her application; the funds have been credited to her checking account. Should Ms. [redacted] have any questions, she may call Tony H[redacted], Regional Manager, Mortgage Operations, at ###-###-####, extension 21001, between 7:30 a.m. and 5:50 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 30 June 2015, submitted by our member, [redacted]. [redacted].
We have researched the concerns presented in our member’s complaint. Rashalon H[redacted], Regional Manager, Mortgage Operations, attempted to contact Mr....

[redacted] by telephone; however, her attempt was unsuccessful. A review of our records confirms that several factors contributed to delays in the closing of the mortgage loan, including outstanding contract contingencies, requested changes to the loan terms requiring additional credit conditions to be met, and the coordination of schedules for all parties to be present at closing. We apologize to our member for any miscommunication which occurred during the processing of his loan request. Mr. [redacted]’ loan closed on 6 July 2015.

The following is in response to the complaint we received on 29 September 2015 from the BetterBusiness Bureau on behalf of [redacted]. The complaint was assigned an ID number of[redacted]We have thoroughly researched our member’s concern regarding the loan ending in [redacted] which wasenrolled in...

our optional Guaranteed Asset Protection (GAP). Mr. [redacted]s used vehicle loan ending in[redacted] originated on 24 December 2012 and was enrolled in the optional GAP program as he requested on24 December 2012. His GAP claim was submitted on 22 September 2015; the claim was subsequentlyapproved on 30 September 2015. Our member did not make the September payment so it was subtractedfrom the payoff. Our member is requesting that Navy Federal pay this amount since it was after his Dateof Loss.The GAP Claims Administration applied the GAP coverage amount as follows to the loan ending in[redacted]:? Balance at the time of loss (maximum covered $46,324.50) $50,502.25? [redacted] insurance payment -$31,913.20? Balance after [redacted] insurance payment $18,589.05? GAP adjustment at 150% LTV -$14,411.30? Balance after the GAP adjustment $ 4,177.75? Courtesy adjustment for 22 September 2015 -$ 1,276.58? Remaining balance on account $ 2,901.17When members enroll in our optional GAP program, they receive an Agreement and Disclosure whichstates the following: “During the time it takes to process your claim, you remain responsible for makingat least the minimum payment due on the Loan by the regular payment due date. You are responsible forany difference between the minimum payment due on the Loan and the amount canceled. If you have avalid claim, we will refund the portion of your payment(s) that should have been canceled or postponedaccording to the terms of this agreement.”As a courtesy, we have waived the 22 September 2015 payment due in the amount of $1,276.58. Thisleaves our member with a remaining balance of $2,901.17 on the account.Follow-up questions should be directed to B[redacted] Loan Protection Claims Processor, by calling **
[redacted] between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 21 September 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. On 4 August, [redacted] telephoned our Contact Center and...

was properly informed on each of Navy Federal’s credit card products. Our member was then asked which credit card he would like to apply for. [redacted] chose to apply for Navy Federal’s cashRewards [redacted]; he provided his authorization for a credit inquiry to determine creditworthiness.
Through our review of this matter, we concluded that our representative correctly followed normal procedures. The decline of [redacted]’s credit card request was justified and accurate based on our underwriting criteria for these products. The credit inquiry will remain on his credit bureau report. We regret a more favorable decision could not be reached.
If [redacted] has any questions, he may contact Kirstie L[redacted], Supervisor, Contact Center Resolution, at ###-###-####, extension [redacted], between the hours of 7:30 a.m. to 3:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 23 July 2015, submitted by our member, [redacted].
Navy Federal has thoroughly reviewed our member’s concerns. Our investigation was completed on 7 July 2015 and a written notice was sent to [redacted]...

[redacted] to advise of the decision of the claim.
The claim was denied because through our investigation we concluded that no error occurred based on our analysis of the member’s account activity.
Questions related to this claim can be directed to Amanda D[redacted], Supervisor, Card Fraud Prevention Recovery, at ###-###-####, between the hours of 7:30 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 Administratively Resolved]
 Complaint: [redacted]
I was still charged interest on this charge because Ms. H[redacted] failed to credit the amount while my dispute was being researched. The process took over 2 months. Neither Ms. H[redacted] nor her supervisor Ms. W[redacted] ever returned my calls. I don't know what phone number Ms. W[redacted] says she left a voicemail for, but it was not me. I also tried several times to get assistance through their facebook page and every time I asked for a name, the person responding would ignore that request and just keep saying they were calling me. The only phone call I got was from someone named Aaron (no last name) who left a voicemail telling me to call the phone number I had already been calling. If he could call me at the correct number, there was no reason Ms. H[redacted] and Ms. W[redacted] couldn't also. I was also told to send an email to [redacted] for assistance. I sent several emails to that address and they were ALL IGNORED.
Christina K[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Although Navy Federal has provided the contact info of the attorney in this matter, this does not change the fact that I was damaged during this incident, and further suffered losses to the inadequacy of Navy's responses until they were forced to make a response. Further, I am now further forced to pay for Navy's inadequacies and inappropriate behavior by now paying my attorney further to negotiate a resolution which could of been handled in any time during the past two plus years. Further, Navy is insinuating that I have "defaulted", I did not default on this loan, it was part of a legal bankruptcy process, wherein the court found in my favor, and I was afforded the protections of the US Bankruptcy code. Navy has consistently disregarded my concerns and communications, has damaged me, and has repetitively disregarded the protections afforded to me under the bankruptcy code and the FCRA. I find it very distasteful that Navy cannot step up and admit that they have not handled this appropriately (let alone most likely in an illegal manner) and further continue to color the situation in such a manner that makes me sound like an irresponsible consumer who has just defaulted on a loan and they are really just the victims of an angry person that doesn't pay their bills. I was an excellent customer to Navy until I had a catastrophic business failure, that was no fault of my own. Navy has clearly constructed a culture which "kicks you while you are down" and deals inadequately and improperly with consumers, who for whatever reason cannot meet their obligations, or are afforded the protections of the bankruptcy code. I don't think this an isolated incident according to various other complaints, which I have observed, which are in what seems very similar situations.
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]  From: [redacted] <[redacted]>Date: Tue, Jul 28, 2015 at 11:25 AMSubject: #[redacted]To: [redacted]Hi,Navy Federal Credit Union has resolved the issue. I think that the loan department separate from Navy Federal' s other departments need customer service training.[redacted] Claim# [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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
[redacted] requested a supervisor and [redacted] was denied. As mentioned, Navy Federal employees are on power trips. You also failed to mention this credit occurred during the second phone call. 
Regards,
[redacted]

The following references the complaint we received on 31 August 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 three...

fraudulent debits of $125.00, $125.00 and $124.42 were paid from [redacted]’s joint checking account on 18 August 2014.  We have therefore made a provisional credit of $374.42 to the account.  In addition, we have notified [redacted] as to the credit.  Although our member was initially provided with incorrect information concerning a time limitation for reporting such transactions, we confirm that there is no time limit for reporting forgeries or fraudulent activity.Should [redacted] have additional concerns, she may call Priscilla L[redacted], Assistant Supervisor, Card Fraud Recovery, at ###-###-####, extension [redacted], between 6:00 a.m. and 2:30 p.m., Central time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 28 July 2015, submitted by our member, [redacted].
We have researched the concerns presented in our member’s complaint regarding the processing of his Home Equity Line of Credit request. Johnna...

S[redacted], Manager, Equity Processing and Closing, contacted [redacted] by telephone on 30 July and 3 August. She explained that the documents which our member and his wife were asked to sign are required by the State of North Carolina, and did not give our member’s wife ownership in the property. We regret that information to the contrary was inadvertently provided to [redacted]. The appraisal fee of $420.00 was refunded to our member’s savings account on 11 August in accordance with his request.
If [redacted] has any questions, he may contact Ms. S[redacted] at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 20 July 2015, submitted by our member, [redacted].We have researched the concerns presented in our member’s complaint.  Our records indicate that [redacted] combined and refinanced her [redacted] loan...

on 16 November 2011 in the amount of $20,281.82, with monthly payments of $352.40.  The interest rate on her loan is 12.09%, which accrues at $5.84 per day.  Our records also indicate that she requested and received three extensions since the date of the refinance, in an attempt to assist our member in meeting her financial commitments. [redacted] asks why her loan balance is not reducing more quickly.  As mentioned previously, interest is compounded daily on her loan at a rate of $5.84 per day.  In a typical 30-day month, [redacted] pays $175.20 worth of interest.  With a monthly payment of $352.40, $175.20 is applied to interest and $177.20 is applied to her principal balance.  This does not include late fees of $29.00 assessed if [redacted]’s loan falls 10 days past due.  Our records indicate, through the life of this loan, a total of $870.00 in late fees have been applied.  We would welcome any opportunity to assist [redacted] in this matter.  In a show of good faith and our willingness to assist [redacted] in this matter, we have waived $397.93 in interest from her loan.   Due to the Cease and Desist she requested on her loan, we are unable to contact her directly via telephone.  However, if she would like to discuss her loan and possible options Navy Federal has to offer, we encourage her to contact Steve T[redacted], Assistant Vice President, ConsumerLoan Collections, directly at ###-###-####.  Mr. T[redacted] can be reached between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

The following is in response to the complaint we received on 31 August 2015 from the Revdex.com on behalf of [redacted].  The complaint was assigned an ID number of [redacted]. Based on our records, our member initially opened his account online on 2 June 2015, and...

visited a branch on 25 August 2015 to add his wife to his accounts. However, a request to add our member's wife was not received, which would have been done with a completed/signed [redacted] form.  Subsequently, our records also indicate that our member's wife [redacted] submitted an online application on 19 June 2015, which was pending because we required an image of a government-issued identification card and Social Security card from [redacted]. The documents we received on 13 August 2015, were illegible, which required [redacted] to visit a branch office with the documents.  On 29 August 2015, the image of the Social Security card and U.S. Permanent Resident Identification card was received.  We were subsequently able to complete the application and process the initial funding for deposit, which was authorized by [redacted] in the amount of $250.00 using a credit card account ending in 9201; the account ending in [redacted] was therefore credited with $250.00.  On 31 August 2015, a request was made to reverse the transaction.  Our records reflect that this request was completed 31 August 2015 and the card-based funding reversal was processed in the amount of $250.00, crediting the credit card account ending in [redacted].  The reversal can take five to seven business days for the credit to appear on our member's credit card account.Follow-up questions should be directed to Lisa T[redacted], Supervisor, Membership, by calling ###-###-####.