P&M Home Improvements, Inc.

We have contacted Mr*** by telephone and apologized for the delay in having a manager reach out to him about his credit card issue.The delay was due to a breakdown in internal communications; whereas, MsH*** (VP of Operations Support) did not know she was supposed to call Mr
***.Hopefully the issue has been resolved to Mr***'s satisfaction

We have been in contact with the customer on several occasions since this complaint was filed. We have refunded fees and submitted corrections to the credit bureau. It is our understanding that the customer is satisfied with our response and corrective action

Complaint: ***
I am rejecting this response because:
I had good credit--excellent credit--and my home was indeed worth a lot more than their so-called appraiserVery unprofessional people all aroundAfter Kirtland rejected me, my home was valued much higher and I received a loanSo they deliberately, for some reason, screwed meSomeone should be held to account for this lack of courtesy and stupidity. They don't know that I've also sent reports to other federal agencies on thisI am a former investigative reporter, so I know my way aroundI know an injustice when I smell one
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We have researched the issues outlined in the complaint filed with your office by Ms*** ***, a member of Kirtland Federal Credit UnionLinda R***, Vice President of Loan Support Services has spoken to Ms***, however, she was traveling and unable to discuss at the timeShe promised to
call us backWe have reviewed Ms***’s payment history and the delinquency reporting appears to be validDuring the months of August, September and October the payments were paid lateThe forced placed insurance was not added to the loan until December 2014, this was not a factor in the earlier delinquencies
In February we discussed the insurance issue with Ms*** and advised her of the new payment amount and the account was cycled currentHowever, Ms*** continued to make her payment of $and not the increased amount $(due to the lapse in insurance coverage) therefore, the account remained delinquent. On October 27, the credit union offered to assist her to clear the delinquency - if she would make consecutive payments in good faith, the credit union will cycle the account current, which was completed in January Our notes do not reflect a conversation that we would remove any delinquency reporting, only that we could bring her current after consecutive payments
Once Ms*** returns our call, we will explain our investigation and provide documentation to support our findingsAs always, we take great care to ensure that important matters such as this are immediately addressed and corrected
We feel this matter has been closedIf we hear from her at a later date, once again we can provide her with a history of her account in support of our findings. In the meantime the attached letter was mailed 9/15/to Ms*** Please let us know if you have further questions

Mr. [redacted] has also complained to the National Credit Union Administration, the Kirtland FCU Chairman of the Board of Directors, as well as to the Chairman of the Kirtland FCU Supervisory Committee.  The credit union has responded directly to Mr. [redacted] on two occasions, and also forwarded the...

responses to the NCUA.  Copy of the first response is attached.  Our subsequent response was to verify again that we could not make the loan due to the appraised value by a qualified licensed independent appraiser.  We suggested that Mr. [redacted] apply for a loan at another institution and possibly obtain a more favorable valuation.