Harper's Heating & Plumbing

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.

This is in reference to the follow-up complaint we received on 11 August 2015 from the Revdex.com on behalf of Navy Federal member [redacted] J. [redacted]. The complaint was originally assigned an ID number of [redacted].
Our pre-approval of our member’s mortgage request was based on the salary information he provided when he applied. He advised that he would be earning $65,000.00 after leaving the military. During the pre-approval process, we explained that we would need additional verification of his future salary. The required salary information, which did not confirm the $65,000.00 figure, was not provided by Mr. [redacted] until 18 June, one month after the home inspection in question had been conducted. Under the circumstances, Navy Federal was unable to approve the mortgage and will not be refunding the non-required home inspection fee.

[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]

[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 have done what the bank has told me to do by contacting my local police, and I have done what's local police have told me to do by contacting my bank about this matter. Unless navy federal navy federal investigation involved calling the merchant and checking cameras or even speaking with their members as to why I made a card fraud claim then the protocol is incompetent. 
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.

The following references the complaint we received on 23 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 Mr. [redacted]’s concerns and have reached out to him to discuss this...

matter. On 25 April, the section manager of our [redacted]’s Mortgage branch spoke with our member to explain the requirements for the re-inspection of the property and to let Mr. [redacted] know that Navy Federal would cover the cost of this re-inspection. We regret the frustration our member experienced in this situation, and we counseled the loan officer involved to prevent a recurrence of these events.
We appreciate Mr. [redacted]’s allowing us the opportunity to address these issues.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 24 March 2016, submitted by our member, [redacted].   We have researched our member’s complaint.  We have reviewed all telephone calls to our Contact Center from [redacted] during the months...

of February and March 2016, and have found no instance of any inappropriate interaction by our Member Service Representatives.   In order to further research our member’s concerns regarding items which have posted to her account, we request that [redacted] provide specific information regarding any transactions in question, including the date and amount of the items.  If [redacted] believes that an unauthorized Automated Clearing House debit has posted to her account, she should complete and return the attached Written Statement of Unauthorized Debit.   Questions regarding this matter may be directed to Vivian B[redacted], Savings and Checking Operations Specialist III, at ###-###-####, extension 39012, between the hours of 7:30 a.m. and 4:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 14 August 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.  On 14 April, [redacted] called Navy Federal to...

dispute a debit made by [redacted] for a hotel reservation which had posted to his account on 13 April.  At that time, he stated that he had made a reservation at the hotel in question but had later attempted to cancel the reservation.  A provisional credit of $105.37 was placed on his account on 15 April; however, our review of his claim found that no error had taken place with respect to the transaction.  Therefore, on 15 June, a letter was sent to [redacted] advising of the results of the investigation and that the provisional credit would be removed. On 29 July, the credit was removed and, on 1 August, [redacted] spoke with a Navy Federal representative, during which conversation he claimed that he had not made a purchase through [redacted] and that he was a victim of fraud.  When a member makes a claim of fraud, we deactivate his or her [redacted] Check card to protect Navy Federal as well as the individual.  We can expedite the delivery of a new card to ensure that he or she suffers as little inconvenience as possible.  Although this option was offered to [redacted], he declined to take advantage of the service as he stated he wastraveling; he went to our Gainsborough Branch, located in Chesapeake, Virginia, and received a new card.  In addition, acredit of $105.37 was applied to his checking account on 14 August in the interest of member service.

The following references the complaint we received on 8 January 2017 from the Revdex.com on behalf of Navy Federal member [redacted] A. [redacted].  The complaint was assigned an ID number of [redacted].   We have thoroughly reviewed Ms. [redacted]’s concerns.  According to our...

records, Ms. [redacted] contacted us by telephone on 8 January 2017 in regard to the return of an Automated Clearing House (ACH) debit that had been presented for payment to her business checking account on 4 January 2017 and the return of a check that had been presented for payment to the checking account on 5 January 2017.  Ms. [redacted] acknowledged that the return of the check was valid, but wanted to dispute the return of the ACH.  According to our records, the branch Member Service Representative (MSR) provided Ms. [redacted] with correct information.   Although no Navy Federal error occurred, as a courtesy, we have refunded $58.00 to Ms. [redacted]’s checking account as reimbursement for the returned item fees charged for the return of the ACH debit and the check.  However, future returned item fees will not be refunded unless they were incurred due to a Navy Federal error.   Based on our review of the telephone recordings, we believe that both supervisors maintained a courteous attitude when speaking with Ms. [redacted], and we regret that Ms. [redacted] feels otherwise.  Should Ms. [redacted] have any questions, she may contact Jamin O[redacted], Manager, Buckhead Branch, toll-free at ###-###-####, extension 28679, between 9:00 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 11 August 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. On 13 November 2014, [redacted] received budgetary counseling...

from Navy Federal’s Personal Financial Management program. We were able to place her Navy Federal loan account number ending in 67 on a reduced Annual Percentage Rate (APR) and reduced payment plan for a period of 12 months beginning 15 January 2015. Due to a Navy Federal error, [redacted]’ 67 loan did not properly revert back to the original APR and payment amount in January 2016; subsequently, her payment due continued at the plan amount until 25 July 2016.
Due to our error, we have adjusted [redacted]’ 67 loan to the reduced payment for the months of July and August 2016. On 11 August 2016, Shawn J[redacted], Personal Finance Specialist, spoke with [redacted] and advised her of the payment due date(s) and amount.
We were also able to place her 67 loan on the reduced APR and reduced payment plan for an additional 12 month period beginning 24 September 2016.
We regret any inconvenience and frustration this matter may have caused our member.
If [redacted] has any questions, she may contact Amanda Schell, Assistant Supervisor, Personal Finance Management, at ###-###-####, extension [redacted], between the hours of 11:30 a.m. to 8:00 p.m., Central time, Monday through Friday.

The following references the complaint we received on 2 March 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of 11181741.   Navy Federal has reviewed our member’s concerns.  On 3 March, Jeffrey...

G[redacted], Supervisor, Consumer Portfolio, contacted [redacted] to discuss her loan account.  We worked with our member to resolve her concern, and we confirmed that the interest rate on her loan is 3.59% per annum.

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 December 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 concern.  The bill pay in...

question was set up on 4 February 2016, and a request to have a recurring payment created for this biller was completed on 16 October 2016.  After a thorough investigation, Navy Federal does not find this transaction to be unauthorized.  If Mrs. [redacted] has further questions, she may contact us at ###-###-####; our representatives are available 24 hours a day, seven days a week.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 11 February 2016, submitted by our member, [redacted].
We have researched our member’s concerns. Matthew K[redacted], Contact Center Resolution Specialist, attempted to contact [redacted] on 16 and 18...

February; however, he was only able to leave a voicemail message. [redacted] contacted Navy Federal on 17 November to refinance her vehicle in her husband’s name. She was advised that a Power of Attorney would need to be submitted to complete the request on another member’s account.
We note that Automated Clearing House transactions from [redacted] Bank are debited from [redacted]’s individual checking account. Online access to her account was not restricted, and no non-sufficient funds fees were assessed to the account as a result of this matter.
Due to the limited information provided in [redacted]’s complaint, we are unable to identify the transaction to which she referred as unauthorized. We request that she contact us with additional information so that we may research this matter further.
We have attached Navy Federal’s Online Account Access, Bill Pay, Popmoney, and Mobile Banking Disclosure, which may be used to add an authorized user to online account access if desired. If [redacted] has any additional questions regarding this matter, she may contact Mr. K[redacted] at ###-###-####, extension [redacted], between the hours of 9:00 a.m. and 5:00 p.m., Eastern time, Monday through Saturday (Flex-time).

The following references the complaint we received on 1 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 [redacted]’s concern and as advised in our...

previous response to the Revdex.com on 29 October 2015 (Identification number [redacted]), we have found that no error has been made by Navy Federal.  The restrictions which were put on [redacted]’s account were placed correctly.    Should she have any questions, [redacted] may call Robert S[redacted], Assistant Vice President, Security Operations Center, at ###-###-####, extension [redacted], between 8:00 a.m. and 5:00 p.m., weekdays.

The following references the complaint we received on 28 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.  Our records indicate...

that Ms. [redacted] has not provided all the required documents required to validate her current address and her membership eligibility.The $12.00 fee for expedited [redacted] shipping requested by Ms. [redacted] for her credit card and the interest that had accrued on her credit card have been refunded.  In addition, we have sent a request to the nationwide credit reporting agencies to remove the delinquent reporting of Ms. [redacted]’s credit card from her credit file.  Please note, it make take the credit reporting agencies up to 30 days to have this update reflected on our member’s credit file. On 21 December, Navy Federal attempted to speak with Ms. [redacted] regarding her credit and debit cards, but we were only successful in leaving a voicemail requesting she call us back.  Ms. [redacted]’s cards are now available for use. Once all documents have been received, Ms. [redacted] may contact our Collections Department at ###-###-#### to inquire about having the late mark removed from her credit report.

The following references the complaint we received on 19
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 investigated our member’s
claim.  We have...

determined that there was
no Navy Federal error concerning the return of the check for $1,500.00.  Our member remains responsible for the
overdraft which resulted from the return of the item.  We suggest that he pursue legal action
against the drawer of the check.We have reimbursed the funds
deducted from the minor children’s accounts, on which [redacted] is a joint
owner, that were removed to help defray a portion of the overdraft.Should he have any questions, [redacted] may contact
Charles G[redacted], Supervisor, Financial Crimes and Risk, at ###-###-####
between 7:00 a.m. and 3:30 p.m., Central time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 1 September 2016, submitted by our member, [redacted]. We have thoroughly researched the concerns presented in our member’s complaint.  Through our review of [redacted]’s credit report with...

the four major credit reporting agencies, we have verified that her Navy Federal accounts are reporting correctly; three Navy Federal consumer loans and two Navy Federal credit card accounts are reporting as charged off accounts that were sold to [redacted] in 2012.   Navy Federal is required to report fair and accurate data to the major credit reporting agencies.  If [redacted] feels that her Navy Federal tradelines are not reported correctly, she may send us a detailed letter with any supporting documentation by fax to Credit Dispute Department at###-###-####, or by mail to PO Box [redacted], Merrifield, Virginia [redacted].   Should [redacted] have any questions, she may contact us at 1-888-842-NFCU (6328), 24 hours a day, 7 days a week.

The following references the follow-up complaint we received on 19 January 2018 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.  Ms. [redacted] contacted Mr. [redacted] on 22 January to advise that we are researching this matter. According to our records, our member has two personal expense loans and a credit card account that were charged-off due to non-payment.  All three accounts have outstanding balances.   As requested by our member, we have reviewed the telephone call that took place on 2 August 2016, at 8:03 a.m., Eastern time, when our member initially contacted our Recoveries Branch.  Mr. [redacted] agreed to pay $600.00 monthly through bi-weekly payments of $300.00 starting 5 August 2016.  The same day, at 8:51 a.m., Eastern time, Mr. [redacted] called back, requesting that the payment plan be adjusted from $600.00 to $500.00 monthly, beginning in September 2016.  There was no request to modify the payment that was already set to be debited on 5 August 2016.   We have reviewed our members Navy Federal tradelines with the four nationwide credit reporting agencies and verified that they are reporting correctly.  As we indicated in our previous response, once the account balances have been paid in full, we will update our member’s  credit file  to reflect the accounts as paid.   Our member has asked for us information related to our recent agreement with the Consumer Financial Protection Bureau (CFPB).  We have confirmed that he is not within the population of members eligible for compensation under the CFPB settlement.    If Mr. [redacted] has any questions, he may Mr. [redacted], at [redacted] between the hours of 8:00 a.m. and 6:30 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].We have thoroughly researched the concerns presented in our member’s complaint. Navy Federal is sending the requested account information to [redacted] under separate cover to her address of record.If [redacted] has any questions, she may contact us at 1-888-842-NFCU (6328), 24 hours a day, 7 days a week.