Harper's Heating & Plumbing

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 6 June 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint regarding the Optional Overdraft Protection Service (OOPS) fees...

assessed to her checking account. We have determined the fees were assessed correctly.
We have previously waived valid OOPS fees for [redacted] on 14 July 2015, 11 July 2015 and 22 October 2015. As a final courtesy, on 10 June 2016 we credited [redacted]’s account a total amount of $40.00 for the two $20.00 fees assessed on 26 May 2016. In the future, we are unable to waive any additional fees, unless due to a Navy Federal error.
Navy Federal's nightly processing is between the hours of 12:00 a.m. to 6:00 a.m., Eastern time, Monday through Friday, excluding Federal Holidays. During this processing time transactions are posted. To avoid fees, sufficient funds should be on deposit and available for use before issuing payments or authorizing transactions. In order to keep an accurate balance, members are encouraged to monitor their accounts to ensure that outstanding transactions have posted. If any transactions have not cleared and members continue to make transactions without sufficient funds, they are responsible for any fees assessed.
If [redacted] has any questions, she may contact Patricia W[redacted], Savings and Checking Operations Specialist, at ###-###-####, extension [redacted], between the hours of 6:00 a.m. to 4:30 p.m., Central time, Monday, Wednesday, Thursday and Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 July 2016, submitted by our member, [redacted].  We have spoken to [redacted] and are working with her to resolve her concerns.

The following is in response to the complaint we received on16 July 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].  When a deposit is made at a Co-op ATM, the deposit is subject to a...

five-business-day hold beginning on the date the check is posted. Checks deposited before 10:00 a.m., Eastern Time, will post the same business day.  Checks deposited after10:00 a.m., Eastern time, will post the following business day. According to our records, [redacted] is enrolled in Navy Federal’s Mobile and Scan Deposit services. These services allow our members to have faster access to deposited funds than using a Co-op ATM.  For furtherinformation and funds availability in regard to Mobile and Scan deposits, our member should visit the navyfederal.org home page, click on the Products & Services tab, then click Checking & Savings and finally clickon the Mobile & Scan Deposits link.To find the ATMs closest to her location, our member can visit navyfederal.org and click on the Branches& ATMs link at the top of the page.  Next, our member should enter in her zip code and click on Search.  This automatically displays the closest ATMs in a 30-mile radius.  To find the closest ATM that accepts deposits, she can click on the box next to Deposit-Taking Only and under Distance, select five miles, then click on Go.  When a member reports a billing error/dispute to Navy Federal, we have a period of up to ten days to issue a provisional credit to our member.  The charge must first post to the member’s account for a dispute claim to be filed and provisional credit to be issued, if applicable. Our records show [redacted] last used Navy Federal’s Web Bill Pay Service in March 2015 to make a payment.  However, the item was returned due to insufficient funds.  To ensure an item will be paid, sufficient funds need to be on deposit and available for use for the item to clear the account.  Follow-up questions should be directed to Patricia W[redacted], Savings and Checking Operations Specialist, by calling ###-###-####, extension 74363, between the hours of 6:00 a.m. and 4:30 p.m., Central time, Monday, Wednesday,Thursday and Friday.

The following references the complaint we received on 12 April 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 14 April,...

Therisa A[redacted], Supervisor, Collateral Control, spoke with Ms. [redacted]. As a courtesy, we have refunded the $15.00 Department of Motor Vehicles fee.  We will investigate why the letter Ms. [redacted] received reflected her checking account number rather than her savings account number. Should she have any questions, Ms. [redacted] may call Ms. A[redacted] 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 30 June 2016, submitted by our member, [redacted]. We have thoroughly researched the concerns presented in [redacted]’s complaint.  During a telephone conversation with our representative on 2...

June, [redacted] was advised of our verification of membership eligibility requirement.  [redacted] stated she would fax to us the appropriate documents.  On 13 July, Juliane D[redacted] Supervisor, Membership/Members Officer, telephoned [redacted] regarding Navy Federal’s membership eligibility requirements and the status of her loan account number ending in **.  On 14 July, we received document(s) verifying [redacted]’s membership eligibility and the online account restriction was removed.   On 15 July, Anu J[redacted], Supervisor, Endorsement Verification and Loan Cancel, telephoned and confirmed with [redacted] that she would like the ** loan account to remain open.  A new loan draft has been issued and sent to [redacted] with the Promissory Note.  We have verified that Navy Federal has not reported any derogatory information to the nationwide credit reporting agencies regarding this loan.  If [redacted] has any questions, she may contact Carrie M[redacted], Document and Research Liaison, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. to 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]

[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: This is still not acceptable. Even during the investigation of my complaint, the banks did not update their notes in the system to reflect conversations that were held between the CSR,or, security and between myself. For example, I was advised by a customer service rep and security personell that the funds would be available 12/28/16. The next day, still no money. When I asked the team member to reflect back on notes-conveniently the CSR or Security did not document the system to reflect them telling me that funds would be available on the 28th. Furthermore, funds were verified prior to the release date by Navy FCU staff. Their apologies means nothing to me when my families holiday was destroyed. I am on the verge of making this a larger issue and more public. Navy FCU can pack their apologies and send them on a one way trip, I am not accepting an apology after having to wait over 3 weeks for a 1,200.00 check. I was treated like a suspect criminal each time I called to check on my money that I earned and I will never forget that. Navy FCU needs to show sorry because their words mean s[redacted] And the audacity to send a message after this inconvenience through a mutual. VP had  the option to call me, or even write a letter. I don't even want to deal with the VP of Security- who is he? Is he responsible for training his members to fix up notes in the credit union's favor? Is he responsible for the "World Class" Customer Service of Navy FCU? My sister has upward of 60k in her accounts with Navy FCU, she is closing them out due to how I was treated- she was involved in a convo between a Sup and myself in which the supervisor failed to advise why a flag was placed on my account in the first place. Guess what, the conversation was not noted. But I absolutely reject Navy FCU resolution which is nothing.
Regards,
[redacted]

The following references the complaint we received on 3 May 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 29 May 2014, Mr....

[redacted] took out a used vehicle loan; a copy of his signed Promissory Note is attached.  We received a fraud claim on 13 March 2015 and investigated our member’s claim.  A letter dated 7 May 2015 was sent to Mr. [redacted]’s address of record to advise that his claim of fraud had been denied based partially on payments having been made by Mr. [redacted] via personal check and SpeedPay.  A copy of the claim letter is also attached.   The loan balance was charged to our reserves on 26 June 2015; a Cease and Desist note was placed on the account on 27 April 2016 at our member’s request. We will not request a change to his credit report as all data reported concerning the loan is accurate. We would like to work with Mr. [redacted] to make suitable repayment arrangements.  He may call Counselor  B. W[redacted] at ###-###-####, extension 48267 between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following is in response to the complaint we received on 24 August 2015 from the Revdex.com on behalf of [redacted]. The complaint was assigned an ID number of [redacted].When applying for a Navy Federal mortgage loan account through a counselor or online, permission...

must be received from the applicant before a credit bureau report is ordered. An online mortgage application will alert the member when he or she is at a point that a credit bureau report will be pulled. The process will not move forward unless the "ok" button is selected. Our counselors obtain verbal permission from our members and note the member’s account as such when taking a mortgage application. Follow-up questions should be directed to Kevin D[redacted], Assistant Manager, Real Estate Lending, by calling ###-###-#### 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 8 June 2015, submitted by our member, [redacted]. We have researched the concerns presented in our member’s complaint. Sherry B[redacted], Contact Center Resolution Specialist, attempted to contact [redacted]...

[redacted] on 8 and 18 June; however, she was only able to leave voicemail messages. According to our records, on 29 May, the balance of our member’s e-Checking account was $19.88. On that date a check for $150.00 was presented for payment; the check was returned due to non-sufficient funds and a fee of $29.00 was assessed to the account on the following day. The check was represented for payment on 3 June; however, the checking account was overdrawn by $22.58 at that time, and the check was again returned due to non-sufficient funds; another fee of $29.00 was assessed the following day. On 1 June, an Automated Clearing House debit of $39.00 from [redacted] was attempted. The account balance on that date was zero. The item was not paid due to non-sufficient funds, and a $29.00 fee was assessed on 2 June. Our records further indicate that our member’s direct deposit of $340.00 was received on 4 June. We have attached a copy of Navy Federal’s e-Checking Checking Account Fees and Terms, which specifies fees which may be charged to an account, as well as the order in which items are posted to an account. Questions regarding this matter may be directed to Ms. B[redacted] at ###-###-####, extension [redacted], between the hours of 6:30 a.m. and 3:00 p.m., Eastern time (flex-schedule days).

[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 requested Navy Federal to provide me with the exact account numbers on all my lines before they sold the debt to [redacted] Please send me account details on all my lines so my attorney can review them since this is no longer an investigation I request them with in seven daysRegards,
[redacted]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 2 March 2017, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. Navy Federal will continue to restrict the referenced accounts due to...

continuing concerns about protecting our member from potential fraud involving potential identity theft.
If [redacted] has any questions, he may contact Robert S[redacted] Assistant Vice President, Security Operations Center, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 19 December 2017 from the Revdex.com on behalf of Navy Federal member Kierra D. Jackson.  The complaint was assigned an ID number of [redacted].   We have thoroughly researched our member’s claim and found that unauthorized...

transfers were made from her accounts on 30 November 2017.  Upon completion of our investigation, credits were issued to her checking account and savings account.  A letter advising [redacted] of the credits made was sent to her address of record.  We regret any inconvenience experienced by our member.   If  [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, weekdays. Tell us why here...

The following references the complaint we received on 5 December 2016 from the Revdex.com on behalf of Navy Federal member [redacted], Jr.  The complaint was assigned an ID number of [redacted]. Navy Federal has thoroughly reviewed our member’s concerns.  On 28...

November, a Point of Sale debit of $132.65 overdrew Mr. [redacted]’ checking account number ending in [redacted] by $96.22.  This overdrawn balance was transferred over to a new checking account number ending in [redacted] when the [redacted] account was compromised and closed.  An Optional Overdraft Protection Service (OOPS) fee of $20.00 was charged to the [redacted] account at the end of the day on 28 November.  The OOPS fee was subsequently refunded as a member courtesy.   A direct deposit was credited to Mr. [redacted]’s savings account on 1 December and a transfer of his available savings balance, $47.30, was made to the [redacted] checking account.  The transfer was made in accordance with Navy Federal procedure; however, as a courtesy, we have credited $47.30 to his savings account. Navy Federal strives to provide accurate, courteous and responsive service to our members at all times, and we regret that Mr. [redacted] was not satisfied with the service he received.

This is in reference to complaint ID number 11630378, which was received by Navy Federal on 12 August 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint regarding her Guaranteed Asset Protection (GAP) claim. Through...

our review of this matter, we concluded that no Navy Federal error occurred. On 16 July 2016, Mrs. [redacted] submitted a GAP claim on her vehicle loan account number ending in 75. On 27 July 2016, a claim letter was mailed to Mrs. [redacted] stating the documents needed to process the claim; the settlement check and the settlement breakdown worksheet. A claims processor contacted Mrs. [redacted] on 29 July 2016 and informed her that we received her claim, and that she will be receiving a detailed claim letter in the mail. She was also advised of her responsibility to continue payments on her 75 loan during the GAP claims process in accordance with the terms of the GAP agreement.
On 26 July 2016, Navy Federal received an insurance settlement check from [redacted] Insurance in the amount of $17,090.23; this amount was incorrect according to the settlement breakdown. Due to [redacted]’s error, on 4 August 2016, we informed Mrs. [redacted] that Navy Federal needed to return the settlement check to the insurance company in order to process the claim. On 17 August 2016, Mrs. [redacted]’s payment in the amount of $535.00 posted to the 75 loan. Once the settlement check is received to the 75 loan, any reimbursement owed to Mrs. [redacted] will be calculated and credited to her Navy Federal savings account.
We regret any frustration and inconvenience our member may have experienced in this matter. If Mrs. [redacted] has any questions, she may contact Gina B[redacted], Supervisor, Loan Protection Programs, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. to 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 as Answered] I am rejection this answer from NFCU as my bank records shows otherwise, I stand by my dates stated in my complaint.  I am not surprised however by NFCU response,  I expected as much from them. As always a large financial institution doing whatever they want to the regular, average person who does not have deep pockets to fight back. Please send my response to NFCU & then close this case. Thank you. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The following references the complaint we received on 26 January 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] concerns.  We completed an...

escrow analysis on 8 February 2018 regarding our member’s monthly escrow payment as requested.  A copy of the updated escrow analysis, along with a refund, should arrive at our member’s address of record within five to seven business days.  Should Mr. [redacted] have additional questions, he may contact [redacted], at [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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I don't think the situation was handled correctly at all. It was a big fight and I felt like I was neglected as a customer because the employee who was investigating my case wanted to go to vacation. I still want an apology for that. I have had to call many many times and I felt like my integrity was constantly questioned. I don't want other military members to feel like their money isn't safe like I do!
Regards,
[redacted]

Thanks for everything. Navy Federal said that they would contact me in writing soon. I will communicate directly them going forward.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 4 February 2016, submitted by our member, [redacted].
As indicated in our response to Revdex.com complaint ID number [redacted], we reached out to [redacted] and have agreed upon a plan to resolve...

this matter.
Questions regarding this matter may be addressed 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.