Harper's Heating & Plumbing

The following references the complaint we received on 1 December 2015 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].   Our representative was able to speak with [redacted] on 7 December regarding her...

concerns.  [redacted] was advised that Navy Federal had received the merchant’s letter indicating the transactions at issue were made due to their error, and that we had refunded the associated returned items fees assessed against her account.   Should our member have additional questions, our Contact Center representatives are available to assist her 24 hours a day, seven days a week, and can be reached by calling 1-888-842-NFCU (6328).

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 May 2015, submitted by our member, [redacted]. In the year 2014, [redacted] attempted to obtain a $45,000 loan with Navy Federal using false employment information, indicating her employment on...

the application as active duty military, Navy; however, [redacted] left military service in the year 2009. The loan was not granted and based on the member’s actions, her account was restricted. Although her electronic access was limited, [redacted] was able to remit payment to her credit card account via telephone, mail or at a branch office. In accordance with [redacted]’ request, her credit card balance was paid and the remaining funds in her savings and checking accounts were mailed to her address of record. Her accounts have been closed.

This is in reference to the follow-up complaint we received on 27 December 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was originally assigned an ID number of [redacted].
Our research has shown that, on 1 November 2016, a Navy Federal representative attempted to place a stop payment on a bill pay transaction to the City of Greensboro, North Carolina as requested by Ms. [redacted]. Unfortunately, the City of Greensboro, North Carolina is a “non-reversible” biller: once a debit has been processed, it cannot be recalled. The payment to the City of Greensboro, North Carolina was processed on 31 October; therefore, on 1 November, the payment could not be stopped. Since the bill was paid, Ms. [redacted] is responsible for the $70.00 in question.
None of the four recurring payments that were set up for Ms. [redacted] on 16 October were deemed to be unauthorized.

The following references the complaint we received on 18 September 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 refunded a total of...

$98.00 in fees that were charged to [redacted]’s checking account number xxxxxxx[redacted] as a result of a miscommunication concerning her husband’s direct deposit.  We regret the inconvenience and concern [redacted] was caused.  In addition, we have credited $100.00 to her account as reimbursement for any outside fees she incurred as a consequence of this situation.In an effort to ensure that [redacted] does not encounter such difficulties in the future, we advised her that the directdeposit could be distributed to an account in her husband’s name or she could designate her husband as the joint owner of her [redacted] checking account.Tell us why here...

The following references the complaint we received on 6 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 our member’s concern.  On 6 October 2016,...

Brandie C[redacted], Supervisor, Membership Operations Support, called [redacted]; however, she was unable to leave a voice message.  Additional attempts to contact our member were made on 7 October and 11 October.  The membership referral promotion deposit of $50.00 was credited to our member’s savings account on 6 October.    Direct deposits will post to the account in accordance with the instructions [redacted] provides to her employer, and will be available when cleared through the Automated Clearing House (ACH) system.    We apologize if [redacted] felt unfairly treated during a phone conversation with Navy Federal.  Navy Federal strives to provide exceptional service at all times and we regret that [redacted] feels she was not afforded such service.    Should our member have any questions, she may contact Ms. C[redacted] at ###-###-####, extension [redacted], between the hours of 9:00 a.m. and 3:30 p.m., Central time, weekdays.

The following references the complaint we received on 22 February 2017 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of 12004876. Navy Federal has thoroughly reviewed our member’s concerns.  Our review...

determined that Ms. [redacted] opted in to our Optional Overdraft Protection Service (OOPS) for her checking account on 15 September 2015.  Our OOPS feature allows overdrafts on checking accounts, up to a limit of $500.00, to be paid.  Each time funds from OOPS are used, a $20.00 fee is assessed.  Navy Federal will only charge a maximum of three fees in one day; if overdrafts exceed three in a day, the account remains open, but no additional fees will be charged. On each of the dates in question, Ms. [redacted] had multiple debit card transactions post to her account, in addition to ATM withdrawals, which resulted in multiple OOPS fees.  Each fee charged to Ms. [redacted]’ checking account was valid.  We will not refund the valid fees that were charged.  If Ms. [redacted] finds that OOPS is not suitable for her needs, she may opt out of the service at any time.  We encourage her to maintain a register of all of her transactions. Should she have any questions, Ms. [redacted] may call [redacted], Savings and Checking Operations Specialist, at [redacted], between 7:30 a.m. and 4:00 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 1 March 2016, submitted by our member, [redacted].   We have thoroughly researched our member’s concerns.  Joel C[redacted], Assistant Manager, Collections, spoke with [redacted] on 2 March 2016...

and has resolved the issues presented in our member’s complaint.  According to our records, our member’s regularly scheduled transfer to his new vehicle loan in December 2015 was not completed due to insufficient funds in his checking account. This caused the loan to become past due, and a notice was sent on 17 February 2016.  A payment was transferred from [redacted]’ checking account to the loan on 22 February 2016, in accordance with the terms of the Promissory Note for his loan.    As our member requested, we have reverted the payment to his checking account, and an associated returned item fee of $29.00 was refunded to [redacted]’ account.  Late fees for the months of January and February were waived as a courtesy to our member.  An interest adjustment on his Checking Line of Credit will be completed after interest is assessed for the billing cycle.    Questions regarding this matter may be directed to Mr. C[redacted] at ###-###-####, extension [redacted], between the hours of 8:30 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 13 January 2016, submitted by our member, [redacted].
We have thoroughly reviewed [redacted]’s concerns. Our records reflect that on 11 January 2016, [redacted]’s [redacted] credit card was declined several...

times at [redacted].com due to our system’s identification of these transactions as suspicious. [redacted]’s card was then declined at [redacted] and [redacted].com due to excessive declined transactions. On the same date, our automated system telephoned [redacted] to verify the recent declined transactions. Our member confirmed that the transactions were valid.
Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times. Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration [redacted] experienced in this instance.
Questions regarding this matter may be addressed to Eric M[redacted], Supervisor, Card Fraud Prevention, at ###-###-####, extension [redacted], between the hours of 7:00 a.m. and 5:30 p.m., Central time, Monday through Friday.

The following references the complaint we received on 25 August 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 regarding his...

credit card account.  The credit card rate is based on the primary card holder’s credit files, including credit card account history at Navy Federal.  Factors such as, but not limited to, outstanding balances, payment amounts, payment frequency, and payment history may have been considered in the account review.  After careful review of [redacted]’s account records, we determined that he does not currently qualify for a reduction in the existing interest rate at this time.   We appreciate our member’s attention to his finances and; we can assist with our free, confidential, and personal finance counseling.  A financial counselor can be reached directly at ###-###-####; additional information and resources can be found at navyfederal.org.  Should [redacted] have any additional questions he may contact Cynthia E[redacted], Assistant Manager, Credit Card Lending, at ###-###-####, extension [redacted], between 7:30 a.m. and 4:00 p.m., Central time, weekdays.

The following is in response to the complaint we received on 26 August 2015 from the BetterBusiness Bureau on behalf of [redacted]. The complaint was assigned an ID numberof [redacted].Steve T[redacted], Assistant Vice President, Collections, contacted [redacted] on 24September 2015. Upon...

receiving a Power of Attorney from [redacted], they went overseveral options to repay the loan or settle the loan in full. [redacted] chose to refinance theloan with payments she and her husband could afford.If [redacted] has additional questions, she may contact Mr. T[redacted] by calling [redacted] 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 1 April 2017 from the Revdex.com on behalf of Navy Federal member [redacted], also known as [redacted].  The complaint was assigned an ID number of [redacted].   We have thoroughly researched our member’s concerns. ...

Our records indicate that Ms. [redacted]’ credit card account ending in [redacted] had an outstanding balance, which was charged to our reserves on 29 July 2014 due to non-payment.  Her consolidation loan had an outstanding balance which was charged to our reserves due to non-payment.  Ms. [redacted]’ accounts were in a charge-off status before she filed for Chapter 7 bankruptcy protection; therefore, that status will remain on her credit report in addition to the bankruptcy status.   We have verified that Ms. [redacted]’ accounts are reported correctly with the four major credit reporting agencies; therefore, no adjustment is required.  We report accurate data and cannot remove any accurately reported information.   If Ms. [redacted] would like to discuss this matter further, she may contact us anytime at [redacted] Tell us why here...

Thefollowing references the complaint we received on 27 July 2015 from the BetterBusiness Bureau on behalf of Navy Federal member [redacted] J. [redacted].  The complaint was assigned an ID number of[redacted].  NavyFederal has reviewed our member’s concerns. The Manager and Regional Manager...

of our Mortgage Operations Branch spokewith Mr. [redacted] on 28 July and 29 July to discuss this matter.  On 22April, when Mr. [redacted] applied for a mortgage loan, his application reflectedhis active duty pay; however, on 28 April, he advised our representative thathe would be separating from the U.S. Marine Corps.  Once we received a letter from his newemployer stating his projected monthly salary, we found that our member’sdebt-to-income ratio was outside of our lending guidelines.  At that point, we were unable to approve amortgage for Mr. [redacted].  As acourtesy, we refunded the $400.00 fee that Mr. [redacted] had paid for therequired property appraisal.  Asour team members discussed with Mr. [redacted], Navy Federal did not require ahome inspection.  In light of this, wewill not be reimbursing him for the home inspection costs.

[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.] Navy Federal admitted to changing the purpose of the loan. No need to further communicate with Navy Federal. I will notify my attorney.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 4 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 researched [redacted]’s concern.  Vivian B[redacted], Savings...

and Checking Operations Specialist, attempted to contact [redacted] three times on 7 October but was only successful in leaving voicemails for him.  Our records indicate that a stop payment was placed on any Automated Clearing House (ACH) debits payable to Planet Fitness on 6 October 2016, and [redacted]’s account was charged a $20.00 stop payment fee.  The stop payment is valid for one year and is set to expire on 6 October 2017.  Despite placing a stop payment on the ACH debit to Planet Fitness, our member still needs to contact the debiting company directly to revoke any debit authorizations, and to request that any preauthorized debits be discontinued.   When ACH debits are presented for payment, Navy Federal is required to process them immediately.  We are unable to hold them until sufficient funds are available to honor them.  A returned item may be presented again by the payee’s financial institution until the item has been paid.  Each time an item is presented for payment and returned for insufficient funds, [redacted]’s checking account will be charged a fee of $29.00 the next business day.   As indicated in the attached Schedule of Fees and Charges brochure, non-sufficient funds fees for checks and ACH debits are $29.00.    We have determined that the fees are not the result of a Navy Federal error and that the fees charged are valid.  However, we have refunded a total of $145.00 in returned item fees.  To avoid similar circumstances in the future, we suggest our member ensures that sufficient funds are on deposit before he authorizes any ACH debits.   Navy Federal has several overdraft protection programs.  Should [redacted] wish information concerning the programs or have any questions, he may contact Ms. B[redacted] at ###-###-####, extension [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Eastern time, Monday through Friday. Tell us why here...

The following references the complaint we received on 29 December 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. Ahmund Y[redacted], Supervisor,...

Collections, attempted to reach [redacted] on 11 January 2016; however, he was only successful in leaving a message. When a loan becomes past due, in accordance with the loan’s account terms, Navy Federal can transfer available funds in the member’s savings and/or checking accounts to the delinquent obligation. We have temporarily suspended the delinquent account transfers to allow us to work with [redacted] to come to an equitable solution to her financial difficulties. In addition, we have refunded a total of $234.00 in correctly assessed returned item fees to her checking account and have reversed a delinquent account transfer of $82.28 to her savings account. The $29.00 fees that [redacted] mentioned were late payment fees assessed when a loan is overdue by ten days. The fee is assessed on the tenth day the loan is past due; the notation on the member’s statement of “INCR BAL ADJ” appears when the fee has been rolled into the loan balance. These fees are not related to delinquent account transfers. We encourage [redacted] to call our Personal Finance Management Branch at ###-###-#### between 8:00 a.m. and 11:00 p.m., Eastern time, weekdays or between 9:00 a.m. and 5:30 p.m., Saturday and Sunday.

[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:Yes there was a hold placed on my account, I know that. The complaint is because there was a hold placed on my account without my knowledge. I did not receive notification of this act, not a text, phone call or any other method was used to notify me. I had to find out that it was on hold at a gas station where I could not purchase gas. I also missed a mortgage payment because I couldnt access my account. 
Regards,
[redacted]

The following is in response to the follow-up complaint we received on 21 August 2015 from the Revdex.com on behalf of [redacted]. The complaint was originally assigned an ID number of [redacted].We have researched our member’s loan account ending in [redacted] and have found that the loan was extended on three separate occasions: 20 November 2012, 21 February 2014 and 9 March 2015. [redacted] is claiming that the extension granted on 9 March 2015 was completed without her knowledge. Navy Federal is conducting an investigation into this claim. In addition, Navy Federal acknowledges that [redacted] does not wish us to cease all communication with her via telephone.Chip S[redacted], Manager, Collections, spoke with [redacted] on 31 August 2015. At that time, [redacted] requested the payment history of the loan accounts ending in [redacted], [redacted] and [redacted]. [redacted] also advised Mr. S[redacted] that she could no longer afford the current monthly payments on the [redacted] loan and requested that the loan be refinanced with lower monthly payments. Per [redacted]'s request, the refinance was completed on 31 August 2015.We apologize for any inconvenience our member experienced in her phone conversations with us. Navy Federal calculates interest on consumer loans using the simple interest method. Each time a payment is received we satisfy the interest due first and apply the remainder of the funds toward the principal. There is never any pre-payment of interest. The amount of interest gradually decreases as the principal balance is reduced. Interest is calculated daily on the unpaid principal balance from the last payment to the current payment. According to our records:On 9 April 2015, a payment of $176.00 was made and was applied to principal. On 5 June 2015, a payment of $150.00 was made and was applied to interest. On 30 June 2015, a payment of $150.00 was made and was applied to interest. On 28 July 2015, a payment of $175.00 was made and was applied to interest. On 11 August 2015, a payment of $125.00 was made and was applied to interest. On 13 August 2015, a decrease accrual adjustment was made in the amount of $397.93 which was credited to principal. On 24 August 2015, a payment of $200.00 was made; $64.32 was applied to interest and $135.68 was applied to principal.The following information is in regard to the payments made by our member through Automated Clearing House:A payment in the amount of $300.00 was made on 28 July 2014 (due to the age of the transaction, there is no trace number available). A payment in the amount of $175.00 was made on 26 August 2014, with a trace number of [redacted]. A payment in the amount of $185.00 was made on 28 August 2014, with a trace number of [redacted]. A payment in the amount of $50.00 was made on 2 October 2014, with a trace number of [redacted]. A payment in the amount of $400.00 was made on 16 October 2014, with a trace number of [redacted]. A payment in the amount of $100.00 was made on 26 November 2014, with a trace number of [redacted].A payment in the amount of $150.00 was made on 11 December 2014, with a trace number of [redacted]. A payment in the amount of $125.00 was made on 17 December 2014, with a trace number of [redacted]. There were no payments made between 17 December 2014 and 5 February 2015. A payment in the amount of $300.00 was made on 5 February 2015, with a trace number of [redacted]. A payment in the amount of $200.00 was made on 12 February 2015, with a trace number of [redacted]. A payment in the amount of $125.00 was made on 23 February 2015, with a trace number of [redacted].Attached is a copy of [redacted]’s loan payment history. Follow-up questions should be directed to Mr. S[redacted] by calling ###-###-#### 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 2 September 2015 from the Revdex.com on behalf of [redacted].  The complaint was assigned an IDnumber of [redacted].  We have investigated our member’s concerns and determined that adjustments to the...

information we provided to the credit bureaus were warranted.  Therefore, we have requested that [redacted], [redacted], [redacted] and [redacted] delete loan number [redacted] from our member’s credit bureau report.  The credit bureaus may take up to 30 days to make corrections to their records. Follow-up questions should be directed to Kathryn B[redacted], Supervisor, Consumer Loan Servicing, by calling ###-###-#### 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 24July 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 11 April, [redacted] applied for a mortgage refinance; at that time, we advised [redacted] that when he signed an “intent to proceed”, an appraisal would be ordered.  We also advised him at that time that fees for appraisals are not refundable.  He then provided his credit card account number so that the appraisal fee could be charged to his credit card account.  He signed an “intent to proceed” on 20 April and an appraisal of his property was ordered on 24 April.  A copy of the appraisal was forwarded to [redacted] via E-mail on 6 May; a paper copy was sent to him on 23 July.  On 21 July, a mortgage supervisor spoke with [redacted] and reiterated that property appraisal fees are not refundable.  At that time, our member acknowledged that he understood our procedure.   Should he have any additional questions, he may call Dee B[redacted], Assistant Manager, Pensacola Mortgage Processing, at ###-###-#### between 8:00 a.m. and 4:30 p.m., Central time, weekdays.

This is in response to the follow-up complaint we received on 25 September 2015 from the Revdex.com on behalf of [redacted].  The complaintwas originally assigned an ID number of [redacted].  [redacted]’s accounts have been closed.  Her address on file is consistent with what is listed in her complaint.