Harper's Heating & Plumbing

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.

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 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...

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...

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.

[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 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 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...

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 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 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.

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.

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.

[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 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.

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 references the complaint we received 16 June 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 Platinum [redacted]...

account.  Our records indicate that on 21 September 2015, [redacted]’s billing cycle closed with a $132.00 minimum payment due by 18 October 2015.  The minimum payment was not received by the due date.  Our records reflect that the September 2015 statement and the attached payment request were sent to our member’s address of record via the U.S. Postal Service.   We attempted to contact [redacted] on 20 November 2015, and left a voice mail for him to call Navy Federal.  We contacted [redacted] again on 27 November, at which time he made the payment to bring his account current.   We report accurate data to all of the major reporting agencies, and cannot remove the late payment from [redacted]’s credit report.   Should [redacted] have further questions, he may contact Carrie M[redacted], Research and Documentation Liaison, at ###-###-####, extension 44926, between the hours of 8:00 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: Thank you for the response. First I would like to address the credit reporting. Per multiple recorded phone calls the counsellor has advised that there is no reporting to the credit agencies after the charge off is completed. I find this to be false due to the fact that each credit report has my payment history for each payment being made since beginning my repayment plan. I have been advised that the accounts only report when they have been paid in full, which is also false. Can you please address the misrepresentation from multiple counsellors in regards to the credit reporting? Also, I have no voicemails from 1/5/18 from anyone and more specifically from anyone with NFCU so the information that I was contacted and a voicemail was left is false. As recent as 1/16/18, I received notification that there were changes on my [redacted] and [redacted] report in regards to NFCU. Upon viewing the notification for the [redacted] account, 2 of the 3 debts have been reopened with the 3rd remaining closed. I am showing 3 different variations of reporting across the 3 major agencies. Below is info from the ** report for the 2 signa**re loans showing the account is open and the last payment date. Payment HistoryLast paymentJan 5, 2018Current Payment Sta**sIn Collections/Charge-offWorst Payment Sta**sNo InfoAccount DetailsAccount sta**sOpenTypeUnsecured LoanResponsibilityIndividualRemarksCharged off as bad debtTransferred to recoverTimes 30/60/90 days late0/0/0 Payment HistoryLast paymentJan 5, 2018Current Payment Sta**sIn Collections/Charge-offWorst Payment Sta**sNo InfoAccount DetailsAccount sta**sOpenTypeUnsecured LoanResponsibilityIndividualRemarksCharged off as bad debtTransferred to recoverTimes 30/60/90 days late0/0/0Secondly, I would like clarification as to why I am not eligible under the CFPB consent. More specifically the sections below. - Misrepresented credit consequences of falling behind on a loan-Illegally froze members’ access to their accounts I would also request that you review the recorded call between myself and "Mr. [redacted]" from approx. July 2016. It would be the first set of calls where I called to set up a payment plan. I called multiple times in the same day. First to set up a payment plan for $300 each check, then called back to try changing it to $200 but was advised that was not a large enough payment. I agreed to stretch to $250 and was advised that there was no way for the first 2 $300 payments to be changed because they were "already submitted" even though it would be approx. 2 weeks for the first one and 4 weeks for the 2nd one. I find this as being deceptive. The payments could have been changed.  Requests: Again, I request that my credit reporting be reviewed and adjusted to "No Info Reported" for each month after the charge offs and going forward.
Regards,
[redacted]

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.