Roto Rooter Plumbing & Drain Services

Dear Member: Thank you for allowing us to respond to your concerns Our Internal Audit has researched this situation thoroughly and it was determined there were no wrong doings by our teller Sincerely, ***/Member Experience Team

Dear Member: A credit card is considered revolving credit and each member is given a disclosure regarding all the terms related to this product If you will refer back to this disclosure it does state that a credit report can be ran periodically on revolving credit We do use your current credit history (through a credit report pull) in helping us make the best decision in a Termination Process Please refer to this disclosure for other valuable information We do apologize for your frustrations in this matter

Dear Sir,We appreciate the opportunity to assist you in your vehicle financing needs Applicants who are approved for vehicle financing must hold credit union membership At times, our online member qualification process requires additional identification verification that must be completed in person at any one of our branch locations We apologize that this has caused an inconvenience for you We hope in the future you consider us again and we wish you all the best in your vehicle purchase.Thank you,RBFCU Central Operations Member Experience Team

We are sorry that you did not find our previous response satisfactory. You charged approximately $25,000 in MasterCard charges soon after receiving the cards and then proceeded to claim fraud on almost all of those charges. We determined the charges were made by you and are therefore legitimate. We take fraud claims very seriously. You are understandably concerned about the high payments. The payments are high because you are behind. The payments you failed to make do not go away; they continue to be added to the next payment until you catch up. Once you catch up on all past due payments then your payment will drop back to a normal amount (payment due). The late fees are legitimate charges because you are delinquent on your payments; we did waive three fees as a courtesy, but cannot waive any additional fees since you continue to remain behind on both payments. The credit bureaus are showing you are past due on both MasterCard payments because you are. Once you begin making your payments on time this will be reflected on your credit report as current. The credit bureaus show one card as being “closed by consumer” because you reported that card as Lost/stolen. The other was “closed by Institution” as a result of our fraud research. We addressed in our previous response that your savings and checking accounts were never closed, these are still active. It has been determined that you will remain blocked from NetBranch based on your past actions and your calls will continue to be routed a Manager.

Complaint: [redacted] I am rejecting this response because: This again is misleading How can you tell me that your system doing what it is designed to do? You are saying that your system is designed to make me think that a bill has already been paid? This again is something I have never experienced beforeI realize you didn't personally design this, but to tell me that if I schedule a payment more than three days in advance the money will disappear (as it did) leading me to believe it had already been applied to my account, then mysteriously reappear then be paid out again to the same vendor is normal Again, this is misleading and your system should be more transparent and Randolph Brooks should me more transparent to its members Clearly this system lacks transparency; Randolph Brooks isn't very transparent in how it handles it's clients moneyAlso, I did not schedule that payment to post at a later date I scheduled that payment to post on the day that I logged in a paid on the bill on Jan As I stated before, I pay my bills in the exact same way every month Referring back to the car loan transaction, as I stated before I have refinanced cars several times in my lifeI have never had a overpayment come back to me, this is additional money that I had to borrow agains the carFurthermore, it was a bit of a fiasco with the bank that the loan was coming from because the loan officer was adamant that I make a payment on the vehicle loan before we processed the loan because she couldn't guarantee the pay off would get there in time I felt like that was irresponsible because the loan officer should be able to tell me how long it's going to take to process the payment for the loan so that I can make a determination as to whether or not I needed to make the payment As a result I overpaid and it took me quite a while to get my money back from the bank that was overpaid Regards, [redacted]

Dear Member, Thank you for allowing us to address your concern In your complaint, you mention that you were charged $in fees for transactions posted to your account that you would like refundedCourtesy Pay is a service that covers transactions you make when you do not have funds available in the account Unfortunately, when the service is used, a non-refundable fee of $is charged for each transaction it covers While reviewing your account, we show that you had a purchase presented from ATT for $ At that time, your available balance was $and you did not have sufficient funds in the available balance to cover the transaction Because you have opted into Courtesy Pay, the item was covered and a $fee was assessed to this transaction This left your balance at -$You then had additional transaction presented for payment that the funds weren’t available for Since the items were presented before you made your deposit, Courtesy Pay covered all of the items and you assessed a fee of $for eachYour request is to have the fees refunded However, because Courtesy Pay worked as expected and covered the transactions you didn’t have funds available for, the fees are charged correctlyIf you have further questions please let us know

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find I won't receive any better help from you The complaint in now on record to warn potential customers Regards, [redacted]

Complaint: [redacted] I am rejecting this response:Your statement is untrue on several points On 7/29/your records indicate that I had an end of the day balance of $and you charged me a courtesy pay fee of $on that day Starting the next day I had balance of $and a charge of $and you charged an insufficient Funds Fee of $ This brought my balance down to $ For ease of reading let me tally up your fees from there in the order of purchases made in real time.Date Description Charges 7/30/ Family Dollar $3.257/30/ Courtesy Pay Fee $ 7/30/ Jack in the Box $2.377/30/ Courtesy Pay Fee $24.007/30/ Discount Tires $377.117/30/ Courtesy Pay Fee $24.008/1/ Paper check paid $30.008/1/ Insufficient Funds Fee $24.00You also gave me $for overdraft protection on Sunday, 7/31/ Which I don’t understand at all If I had overdraft protection it didn’t seem to work that well Another thing I can’t figure out is how you charged me an insufficient funds fee on Monday, 8/1/2016, when I had three checks that had been deposited on Friday, 7/30/and finally credited to my account that day.It seems you charge fees at your discretion without regard to the timing of the purchases in order to create the largest total fee.On another point you mentioned there was an incident about two weeks before where you again charged me a string of fees You did not mention that you also charged me $for that incidentI am a long term member of your bank and in the past I have seldom paid overdraft fees as my history can attest to I have even promoted your credit union to my family and friends in the past I wish to establish a good relationship with my financial institution But when I ask why their paychecks are available when they are deposited on Fridays and both me and my wife’s paychecks are credited three or four days later I get only shrugs and blank stares Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: while I appreciate the response, I was NEVER TOLD THAT I COULD REAPPLY FOR ANOTHER LOAN OR THAT A MONTH LOAN COULD BE CHANGED Check the video conference with the second female employee of your department (NAME AVAILABLE UPON REQUEST), she told me I was locked into a month loan and said she didn't know if multiple payments counted toward paying down the equity or not, and she is an expert? in the loan dept Also, check out the first video phone conference with the young male when I SAID MULTIPLE TIMES I WANTED A MONTH PAYMENT SET UP, and he lied and/or misrepresented himself and your company by stating someone would contact me with lminutes of my purchase (it took days) and also that he couldn't guarantee that there was no pre payment penalty and would not honor my request to be notified via lst class mail or email of this fact I am not happy with either the treatment by these two, or the fact that after over ten calls to your phone department, one time I was told that there was no supervisor or manager available, and most of the time after spending at least lto lminutes in the queue, having to start from scratch with the whole story, or ask for a supervisor or manager Several times supervisors or managers including supervisor [redacted] never left their four digit extension on the phone message to me Plus another supervisor appeared to want to help, left her four digit extension on my record a phone, but when I called, it rang and rang and rang and then finally someone else answered and I asked to take a note or leave a message for her and she NEVER called back Allen branch manager [redacted] attempted to do what she could to resolve the issue but it is not her department (and I appreciate [redacted] help) Also, in response to your response to the Revdex.com, I never asked nor expected the local branch to finalize the paperwork, but most banks and financial institutions offer to assist customers or offer them places to fill it out If RBFCU doesn't want my business, let me know in writing and I will pay off the car loan and move my moneys and business to another bank, I have more than enough to pay it off Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:That is not an accurate statementNothing was provided to be signed after given a price before the work was doneSincerely, [redacted]

The member has signed and agreed to a refinance agreement with the credit unionThis agreement is binding and the amount owed is validRBFCU has explained to the member his obligation and his need to resolve his concerns with the dealership Due to the delinquent status of his loan, his account services will remain limited until satisfactory payment has been madeThe member has been advised on his options to move forward

Complaint: [redacted] From: [redacted] Sent: Thursday, March 31, 2016 1:34 PMTo: [email protected]: Complaint #: [redacted] I have yet to recieve a reimbursement check from Root Rooter. It has been 2 to 3 weeks since their response.

We apologize for the inconvenience this has caused our memberWe assume the responsibility for not properly scheduling the member’s loan paymentOur member has been contacted by a representative of our lending department and they have reached a resolutionThe late payment will be reversed and payment terms have been agreed uponAutomatic payments will be scheduled bi-weekly per the member’s requestThe member will be contacted once more on 1/8/by the lending representative to ensure the automatic payment and terms are taken care of

Dear Member:We are unclear about what you are stating regarding your credit report and would be happy to assist you if you can provide us with a copy of what you're referring to.You can work directly with Hector in Consumer Lending at ###-###-####.Thank you***/Member Experience

Complaint: [redacted] I am rejecting this response because:the service call made was to RESOLVE the issue...NOT to come and do nothing Also I mistakingly said that he quoted $4k to $5k but it was actually $10k to $20k which was quoted by Tim for cleanup These guys are big time rip-offs They don't answer calls and I made attempts and an email even which was forwarded to Revdex.com Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:This is their excuse They have never examined the pipe They cannot know that it was faulty Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:If you are referring to *** as your lending representationI sent *** information to help her put together a chronological picture from my point of viewAnd ask her to fill in information from internal communication on *** Brooks endAnd if she found it warranted any futher measures or offers from *** BrooksI would be happy to have her share that outcome or offerI haven't gotten a response yetAs stated how can you ask me for a resolve WITHOUT any admission of wrongdoing on *** Brooks end?You can't fix the deal how I was told would be acceptable to purchase both vehiclesYou can't undue the blatant lies told to me by *** on boice recorded conversationsFor me and my husband our documented experience with Randolph remains a mystery as to why the results were handled in the manner it wasGiven ALL the unusual circumstances ALL of which could have easily been verified on the spot at ANY given point of concern on *** Brooks endInstead we were treated as guilty of potential FRAUD and Scam and our character and reputation and integrity personally slandered by *** and supported by *** and ***So again what if ANYTHING is *** offering for RESOLVE?To counter what I stated in my email to Holly
Regards,
*** ***

On August 19, RBFCU processed the member’s loan to correct the term from to monthsIn order to process this, proceeds from funding the new loan were temporarily deposited into the member’s savings accountWhen these funds were debited to pay off the original loan, it was done so with an
effective date of the origianl loan date of August 12, This was done in errorThe effective date should have been August as that was the date of the corrected loanThe interest lost has been calculated and credited to his account as of September 28, Interest credited was cents The discussion with the supervisor will be addressedAfter explaining the issue to the branch representative, the lending supervisor asked if the branch representative would explain the issue to the memberWhen the branch representative stated she was not comfortable with it, the lending supervisor did soAn itemization has been mailed to the memberOne was not originally sent since the information was taken from the original loan agreementIn researching the questions asked of the member from the original loan, it was determined the question was not presented to the member to choose to be sent an itemizationThis has since been added to the templateWe apologize for the inconvienence this has caused the member

Complaint: ***
I am rejecting this response because: The $different has showed up on all credit reportng as Declaratory on my credit reportAnd has cause my credit score to drop pointsPlease remove A
Regards,
*** ***

In response to the first complaint: The member made contact with the credit union during August 2014. Her initial written request sought financing to create a new consultancy firm. The credit union’s original business lending officer made contact with the member via phone and she
advised the officer that she wanted to establish new business ventures. At the time, the officer was unable to make a credit decision without additional information for either request. The member was provided an individual contact with a local Small Business Development Company (SBDC) and she was encouraged to utilize the SBDC for business stamentorship and seek its assistance to draft a business plan which would provide the credit union an opportunity to further consider her financing requestsIn December 2014, the member made contact with the original lending officer and shared her concern that she was not provided any follor feedback regarding a credit decision. During the conversation, the officer advised the member she had not provided additional requested financial information needed in order to determine a credit decisionShe agreed to provide the additional requested information at a future date. The additional information was provided to the credit union during January at which time the officer rendered a negative credit decision. The credit decision was communicated during a telephone conversation between the officer and the memberDuring June 2015, the member registered a formal complaint with the credit union regarding her previous business financing request. Her complaint was escalated to department management. *** ***, one of the department’s managers, was assigned to investigate the member’s complaint. Mr*** made contact with the member and offered to review all of the information provided to ensure her request was addressed in compliance with the credit union’s guidelines and proceduresMr*** performed research and consulted with the original lending officer. After a thorough review of the financial package submitted by the member, Mr*** concurred with the negative credit decision. This decision was communicated to the member over the telephone in less than one week from the date of her complaint to the credit union. Mr*** provided the member with referrals from which she could seek alternative solutions. She responded that she had other options. At that point, the credit union closed its investigation of the member’s complaint from June In response to the second complaint: On October 09, 2015, the member presented a dispute claim online, through MasterCard, against a transaction performed on her creditcardThe amount was for $1,with ASIS on 05/31/The member provided little information about her claim only stating she registered and paid $for a Foundation event to which she could not attendShe also indicated in her claim that she had submitted for a refund via www.asisonline.orgMasterCard received the dispute claim on 10/12/A letter from MasterCard was sent to the member, dated 11/10/2015, stating that they were unable to assist further because the claim had passed the allowed time frame in their Operating RegulationsThe letter also indicated to reach out to her financial institution for possible assistanceThe member did apply for credit with RBFCU on October 5, 2015, November 20, and January 22, While it is notated the member did have a negative account balance, the denial reasons supersede the negative balance owedThe loan was declined for other deciding factorsOn January 29, the member called the Member Service Center and received $in Courtesy Pay refunds as an exceptionThis credit was applied directly to her checking accountIt has been notated in her account that she has been informed RBFCU will not reverse any additional fees unless it is a credit union error