Roto Rooter Plumbing & Drain Services

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,
*** ***

Dear Member:It is my understanding that we were able to come up with a resolution that was satisfactory to you. If you need further assistance please let us know. Thank you.RBFCU

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,
*** ***

Dear Member: Thank you for sharing your concerns with us, we did review your account to ensure that all the fees you mentioned were charged correctly. Our review was finalized and we did determine that all fees were charged correctly. You did not
have funds in your account when the charges were made or the check(s) cleared. We do show very recent communication where a Manager refunded a fee as an exception, but we cannot continue to do so in the future. We normally refund fees only if the credit union has made an error. We sympathize with you on your financial hardship, but cannot refund fees based on that fact alone. This would not be fair to the rest of our membership. You may choose to remove Courtesy Pay from your account or apply for a Line of Credit to help control the fees on future transactions. Thank you

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 apologize for the issue with the creditcard advanceThere was a system issue that not only affected this member but others as wellThe manual postings were completed as soon as possible.The member processed the creditcard cash advance for $and the transaction was approvedDue to the
system issue, the funds were not debited from the sending institution immediatelyThe funds should have been allocated as payment to RBFCU as of September If the member did not allocate these funds for RBFCU and wrote checks for these funds on a later date, he accrued returned check fees from the other institutionThe creditcard advance was then processed on September after the proper research was conductedOn October 15, the member visited a branch to dispute two $fees accrued from the other financial institution due to returned checks on the funds in his accountDue to the time it took RBFCU to collect the funds, the refund was processed At this time, the loan payment will not be deferredThe member does qualify for Skip-A-Pay in which he can choose to skip the November or December payment without penaltyThis can be done by logging into his account via NetBranch Online and select Skip-A-Pay from the loan drop down menuHe can also call the member service center or visit the local branchNo additional fees were assessed to the loan or the account. Negative credit information was not reported due to this issue

RBFCU lending supervisors have been in communication with the member to resolve the matterIn the initial application process, the member was approved for a loan for up to monthsWhile the members request was submitted for months, the loan approval was changed to months in case the member
changed his mind and would have liked to extend the termFinalizing at months was still an optionWhen terms were verified with the member via email once the vehicle buyers check cleared, the length of the loan was not noted in the emailThe lending representative should have then contacted the member to confirm the term of the loan since his request for months was not noted in the application processOnce the loan was finalized, RBFCU cannot make any adjustments to itAt this point, the proper procedure would have been to create a new application without running a new credit report and finalize with the month termInstead, the process caused our member frustration and lack of confidence in the RBFCU lending departmentThe creation of a new loan application would have answered the members questions about pre-pay penalty, paying the loan off early and applying additional funds to principal
While our local branches can help our members with other account matters, branch personnel do not finalize consumer loansRBFCU has centralized the lending department to streamline the process
RBFCU would like to apologize for the member service and all miscommunication he received from our lending departmentWe strive to provide excellent member service to all membersThe level of member service he received from our lending department did not meet this expectation
A corrected loan agreement was mailed via certified mail on August 19, A letter of apology was sent via UPS Ground and will arrive to the member within the next 2-days (tracking number ***)Payment coupons are also includedAn additional payment booklet has been ordered and delivered to the members addressAlso enclosed is an amortization schedule which showed the breakdown by paymentAn additional security agreement is also included for his records
Should he have any questions or concerns, please feel free to contact *** ***, Assistant Vice President, Consumer Lending at ***

Tell us why Dear Member,Thank you for allowing us to research your concern and respond to your complaint. I understand from your complaint that you were assessed fees for fraudulent transactions that occurred on your account and requesting $to be refunded.We do show that Square Inc
processed ACH debits to your account that funds were not available to cover. On 9/5, Square Incattempted to withdrawal $5,226.35, but the balance in the account was $.53. The item was returned and an NSF fee was assessed. Then on 9/8, a second attempt for $was debited and returned due to Insufficient Funds in the account. Again, because it was returned, another fee was assessed. This has left your balance at -$47.40.After researching your situation, we asked that you provide a letter from Square Incstating it wasn’t you who requested the debits. Once the notification is provided, we would be happy to refund the two fees of $that you were assessed. In your request, you ask for us to refund $192, however, you were only charged $in fees. Thank you

Thank you for giving us the opportunity to address your concerns. Our records indicate your vehicle was repossessed due to nonpayment Several certified letters were mailed explaining the process. These addressed curing the delinquency, redeeming your collateral and the importance
to recognize that the repossession and sale of the collateral did not cancel or pay your debt to the Credit Union You did not comply with these letters which resulted in the actions taken. We have a record that you asked for an extension however this was not approved beyond January 26, 2015. When payments are not made timely the credit union will pursue its default remedies as specified in your Truth-In-Lending Disclosure and Loan and Security Agreement which resulted in the repossession

Dear Member, When the ACH transaction of $was presented to the checking account on 3/24/17, the balance was $558.50. Therefore the funds were not available. The first step in Overdraft Protection is to look to see if you have any accounts set up as your draw accounts. This means if the funds aren’t available in the checking, we can draw funds from another account you have designated as a draw account. Your business savings account is set up as a draw account and when the item was presented, the balance in the savings was $1. Therefore you did not have sufficient funds to cover the ACH debit. You may have other accounts where the funds were available, but overdraft protection will only transfer from the account you have designated as a draw account for the checking that was overdrawnSince Courtesy Pay paid the item, a nonrefundable fee of $is assessed with each Courtesy Pay transactionThank you for allowing us to respond to your concerns

Dear Member: We reviewed your account again based on your recent response. Upon completion of this review, we do believe we made the correct decision based on the facts.Your account was negative prior to your deposit and fees were charged accordingly. We do not refund fees as part of our process unless the credit union made the error, but we did, as a courtesy, refund $in fees in your case. I spoke to our Collections department and they have agreed to advance your MasterCard due date until April 15th. We hope the advanced due date and the fee refund will help you during this difficult time.Thank you

Dear Member: We have reviewed your account based on the information provided in this complaint and would like to share our findings with you Your three direct deposits had a post date of 8/1/and, therefore, could not be used prior to that date On 7/29/you had an
available balance of negative $ 140.80. Your current balance was $minus the following charges - $Discount Tire, $Jack in the Box and $Family Dollar. These charges were made prior to your direct deposits which came in on August first. The current balance minus the charges left you with an available balance of negative $140.80. There is a fee charged when transactions are processed without available funds We are sorry for any confusion regarding your account, but our records do show that we have discussed the process with you in the past. We do show that we have refunded fees in the past as a courtesy, and the process was explained at that time to hopefully prevent future fees on your account. You can apply for a line of credit which, if approved, can be set up to cover these items and prevent future fees. Another option would be to “opt out” of Courtesy Pay which will prevent the approval of transactions in the future, if funds are not available We hope one of these options might work for you. Thank you

We never like to see any member frustrated with our system, but we make all of our policies available to our membership in many different formats (hard copies, on-line and we will even email a copy when requested). Our membership agreement (which all members agree to follow as long as
they have an account with us) states that we will charge an inactive fee if your account shows no activity in a one year period. The State of Texas would have already claimed these funds as part of their unclaimed property law due to the amount of time that has passed. We offer many ways for you to change your address with us and change hundreds of addresses monthly without incident. I apologize that your request was never processed, but we have no record of the address change. We admit errors can be made and will gladly ***ct any error (failure to change address, etc.) when notified within a timely manner. Our members receive annual statements and upon your first missed statement is when the notification that the address change had failed to take place - this would have been a quick fix at that point and you would have began receiving statements again.The inactive fee can be avoided by keeping your account active with a deposit or withdrawal plus we will even accept a phone call letting us know that you haven't forgotten the account. This is a fee we refund quite easily when notified within a reasonable amount of time. The amount of years that have passed before you notified us makes it very difficult to go back and research anything on this account. The membership agreement states that you must let us know of any discrepancies within days of receiving your statement and all ***ctions will be made promptly.If you fail to receive a statement at any time then that indicates there is a problem and the member is to notify us immediately. This prevents fraud and allows us to***ct any problems while the records are still available. Records are purged after a certain length of time and that is why this is imperitive. I apologize but based on the length of time we will be unable to refund your fee. Thank you. ***

We did do a service call for a leak detection on the 31st. Our technician found that the upstairs tub (simmons valve) was leaking. Our technician tightened the packing nut on the valve and stopped the leak. We did change any valve. After our technician left she
called complaining that the water in the entire house has turned brown and soapy. She states that our technician caused this. Tightening a packing nut on a shower valve is not going to cause the water supply to the entire house to turn brown and soapy. I did state that we could come out to but she pushed it off until the 15th of the month.T

RBFCU obtains consumer information prior to opening accounts. This is disclosed to members, and potential members, prior to the credit bureau pull. The on-line program used in this case requires an acknowledgement of the TERMS AND CONDITIONS before proceeding. If this is not agreed to then the process is stopped prior to the credit bureau pull. Once it is agreed to by checking the appropriate area, the process continues (to include a credit bureau hard pull).__________________________________________________________________________...⇄ TERMS AND CONDITIONS E-Signature and Electronic Disclosures Agreement:___ I agree to the E-Signature and Electronic Disclosures Agreement and authorize Randolph Brooks to access credit records related information for all applicants in order to process this application. ________________________________________________________________________________...⇄ are unable to have a legitimate credit bureau pull removed from an individual's records. Since this was agreed to by the individual prior to the pull it isconsidered a legitimate pull.Thank you for allowing us to respond

Complaint: ***
I am rejecting this response because:Because I, the person writing the check for the service, did not know that the cost would be SO high and would have said NO had I known If this company was reputable, they would have made sure I knew of the cost AND would have recommended we NOT proceed with the work as it would make more sense to replace the year old toilet altogether than to put this much money in to it
*** ***

Dear Member:Upon reviewing your situation we discovered that a resolution had been agreed upon by both yourself and the credit union. It is our understanding that we have made arrangements to assist you in this matter. Please Let us know if we can be of further
assistance. Thank you

On 2-16-we sent a technician to * *** *** *** *** *** for a possible frozen pipe. Our technician arrived and inspected the pipes and could not find a frozen pipe. Our Technician charged a service fee of which is our diagnostic charge for frozen pipes.
*** *** paid the diagnostic charge but insisted that he was quoted for a diagnostic charge. On 2-23-*** *** called again stating the pipe is frozen. We again sent out a technican and he infact found a frozen pipe in a crawl space. *** *** was given a price and the technician completeded the work. I did speak with Ivelise who took the original call and she stated that she did quote *** *** a diagnostic charge of instead of a $our diagnostic charge for frozen pipes. I know *** *** is requesting a full refund of the $but our technician was onsite for an hour inspecting pipes. When we returned the second time we did not charge a diagnostic charge just the cost of the job. We are going to refund the differance of what he was quoted and what he paid $100.00. We will send out the check by weeks end
Chris

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
There was the issue of not being notified that the $was on hold in my account, thus dropping my available account balance by that amount- It was not reflected in any of my banking information and no notice, email, phone call, text, anything of the sort was sent to me to let me know that the bank was doing this. There was also the issue that I had NOT opted in for debit card transaction overdraft coverageBut it was explained to me that this issue with the hold being placed without me being notified by the bank, the refund from the merchant not being credited back in a timely manner, the actual amount also being charged, and the other debit card transactions being covered with additional $fees a piece - that the bank had "never seen happen before" and that the system covered the transactions because it couldn't tell the difference between a check and a debit card transaction(I have overdraft protection for checks turned on since I rarely write any and if I do, it's probably for something importantI am never opted in to have debit transactions covered anymore with this bank due to several previous issues)Despite trying to be proactive on my end, I still had to deal with my money being taken by the bank and having to spend SO much time and effort to get it backMeanwhile, my account balance was thrown in a negative state and all my money was gone. This entire situation could have been completely avoided if I had been properly notified by the bank what was actually happening with my moneyIf I had been properly informed by the bank that they were holding the $and it was correctly reflected in my available account balance, then I wouldn't have even bothered using my debit card until the situation was resolved and the bank gave me my $back.This entire situation could have also been completely avoided if the bank system was able to tell the difference between a debit card transaction and a check in these instancesIf the system was able to properly recognize that these were debit card transactions and not checks, then the transactions would have been declined at the store like I chose for them to be and the $in fees would have never been deducted from account, throwing it into even more of an overdraft stateThis situation is precisely the reason why I chose a VERY long time ago to never let RBFCU cover my debit card transactions.Despite the annoyance, stress, and frustration of yet another negative experience with RBFCU regarding fees deducted from my account and my account being thrown into a negative state, I still maintain that the customer service reps that I spoke with were polite, friendly, and helpfulRep CiCi was very helpful, and Supervisor *** did a great job at being patient with me while I (politely) vented my concerns and she (politely) explained to me what had happened, and that she had never seen it happen before, and she would refund the $fees that RBFCU charged me. Thanks for your help, ***. Kind Regards, *** ***

Complaint: ***
I am rejecting this response because:Regarding the claim that the inactive fee is due to no activity in a one year period: I am being told different things by different representatives from Randolph BrooksInitially I was told that it was due to having a balance of less than $Then I was told, after RBFCU did the research on the account, that it was because I failed to change the addressNow I’m being told it was because of no activity for a year? If either the first or third case was true, then why do I have statements showing a full year of no activityMy account was not declared inactive thenAlso, my account balance did not change, save for a small increase due to dividendsYou state that the money would have been lost to the State of Texas, but that is hardly an excuseMoreover, my husband and I have previously been able to claim our unclaimed funds from the state of Texas without any problems, so that money would not have been lost.As stated, I called and changed the address for what I believed was for all of our accountsBoth my husbands and mineI had no way of knowing that the address was not changedParticularly since a mail forwarding would have also gone out, and the US Post Office would have also informed you of the change of address.You admit that you send statements on an annual basis, and yet expect your customers to stay on top of catching your errors, a year after they would have been made? That is hardly my jobThis was an account that had very little funds in it, when my husband was transitioning into retirementWhile I certainly noticed the lack of statements, I assumed it was due to the fact that you were transitioning away from paper statementsI’m sorryI’m still a little incredulousHow can you honestly expect your customers to stay on top of RBFCU’s errors, if they only receive paper statements once a year?Due to the fact that I only have a paper statement with an account number and I don’t live in Texas, so I can’t go in to a branch, and my account was never joined to my checking account (another failure on RBFCU’s part) I was never able to make deposits or withdrawals except over the phone, which frankly is a frustrating experience.I fully understand that a number of years has passed, and that the records may have been purgedAgain, though, it is not my fault that RBFCU declared my account inactive when you failed to change the addressYou say that you are unable to research the account, but it is my understanding that at least some research was conductedAgain, I feel as though I am getting several different excuses from RBFCU without any concrete answersI am happy to send over statements showing the last known amount of funds in the account.This is not about the moneyThis is about the fact that RBFCU is punishing me for their errorAn error which amounts to $My husband has had an account with RBFCU for close to yearsWe have our checking account with youA savings account and multiple other accounts with you in the pastAfter being a loyal customer for this many years, the very least RBFCU can do is own up to their part in this error, instead of foisting it on the customer, and rectify the situation My husband and I don’t consider this matter resolved in any way, and if you don’t feel the need to fix this after all our loyal years as members, then we’re choosing to take all of our business elsewhere.
Regards,
*** ***