Roto Rooter Plumbing & Drain Services

Complaint: ***
From: *** *** Sent: Thursday, March 31, 1:PM To: [email protected] Subject: Complaint #: *** I have yet to recieve a reimbursement check from Root RooterIt has been to weeks since their response

While our member states he was unable to access the RBFCU website, it was determined the website *** was not down for any maintenance during the days prior to the fees being assessed to his accountAdditionally, there are other avenues available to transfer funds should members not have access to the websiteThey can call out automated phone system hours a day, days a weekOur phone system gives our member’s access to account balances, recent transactions, transfer options and more
Courtesy Pay is an option for our membersMembers must choose to opt in to the programShould our member like to opt out, he may do so my calling the Member Service Center at ###-###-#### and speak to a representative during our business hours or log into his account online and update the Courtesy Pay option located under My Profile and select Member Services
Non-Sufficent Funds fees may still apply

Complaint: ***
I do not dispute that tightening the valve to stop the leak may not have caused the problem with the water qualityHowever, it is clearly something else that the plumber did during his visit that caused the issue with the water quality since we did not have this problem prior to his visit
We called Roto Rooter to get this issue resolved on 7/31/16, and again on 8/1/16, and again on 8/2/Each time we left messages and were told we would get a call backWe just wanted someone to come back out and take a look at the problem and fix itWhen we finally received a call back on 8/3/16, which is days after the problem began, I was offered Monday, 8/as the earliest someone could come back outI explained that we were out of town 8/- 8/11, but we needed the problem resolved ASAPas we were not able to use our water.
Because Roto Rooter has not been responsive to our problem and has no urgency in resolving our problem, we will need to call another plumber, someone who is able to come out to fix the problem before we go out of townI would like to be reimbursed for the charges

Complaint: ***I do not dispute that tightening the valve to stop the leak may not have caused the problem with the water qualityHowever, it is clearly something else that the plumber did during his visit that caused the issue with the water quality since we did not have this problem prior to his visitWe called Roto Rooter to get this issue resolved on 7/31/16, and again on 8/1/16, and again on 8/2/Each time we left messages and were told we would get a call backWe just wanted someone to come back out and take a look at the problem and fix itWhen we finally received a call back on 8/3/16, which is days after the problem began, I was offered Monday, 8/as the earliest someone could come back outI explained that we were out of town 8/- 8/11, but we needed the problem resolved ASAPas we were not able to use our water. Because Roto Rooter has not been responsive to our problem and has no urgency in resolving our problem, we will need to call another plumber, someone who is able to come out to fix the problem before we go out of townI would like to be reimbursed for the charges

Complaint: ***
I am rejecting this response because:
I'm still not satisfied with thisI recently had another NSF fees that the water company reprocess the check and I called them and they told me that the bank made a mistake I tried to talk to customer support but told to talk to the water company again which no avail! I would like a reconsideration about my complaint
Regards,
*** ***

Dear Member:A request was submitted to the three credit bureaus to remove the past due status on the loan ending in ***. Please let us know if we can be of further service.Thank you

Dear Member,While researching your complaint, we show your account assessed the agreed Courtesy Pay fees for your $transaction with QT and your $transaction with *** * *** LLWhen a purchase is made with your Freedom Check Card and the merchant doesn’t process the transaction
immediately, we will place the funds in a pending status for up to days or until the merchant processes the transaction. On 10/7/at 12:28am, a purchase for $to *** * *** LL was presented to the account. The merchant did not clear this transaction immediately, so the funds were pending in your account, leaving your available balance at $.53. On 10/7/at 4:34am, your transaction for $for QT was presented to clear. Because your account had insufficient available funds to cover this transaction, it resulted in the agreed non-refundable fee of $24, bringing your available account balance to -$52.41. At 12:29am on 10/10/17, the pending transaction to *** * *** LL hadn’t cleared and the funds were released. Your two deposits for $and $were also processed on 10/10/17, leaving your available balance at $153.73. On 10/11/at 4:29am, your transaction for $to *** * *** LL was processed. Because your balance in the account was $153.73, your account had insufficient funds to pay this transaction and it resulted in the agreed non-refundable fee of $24, leaving your account at a negative balance of -$Because you previously elected to oto RBFCU’s Courtesy Pay service, and consistent with the agreed terms of our Membership and Account Agreement, the above transactions were paid using Courtesy Pay. The process worked exactly as it was supposed to, and according to the agreed terms of our Membership and Account Agreement. You can revoke your prior consent to the Courtesy Pay service at any time by contacting our Member Service Center (###-###-####) or by logging in to NetBranch online and selecting My Profile, Member Services, and then updating your Courtesy Pay selection. You may also want to consider additional Overdraft Protection options such as Savings and Line Of Credit, which are more fully explained in the Membership and Account Agreement. NetBranch Online and the mobile application do reflect any debit card transaction that was pending on your account. However, you wouldn’t have seen it pending on 10/10/because it was released back into your account and no longer in a pending status. As NetBranch Online is a useful tool we provide to our members, we are only able to provide transactions that have posted or that are pending for payment. If there are outstanding items that you’ve purchased, it would be the member’s responsibility to keep records of what has been spent.If you have any further questions, please let us know.Thank you

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear Member: Thank you for contacting us. We agree with you completely and have already reinstated your eDeposit AccessPlease contact our NetBranch department is you have any future problems with accessing your eDeposits.Thank you

When a member is not properly identified over the phone,
RBFCU offers other methods of verificationThis is for our member’s protection
and securityA valid attempt was made to verify the member’s credentials in
the initial phone callThe member was unable to provide the proper information
in
the identification process and was therefore provided additional avenues to
verify her identityThe member’s second call for verification was unsuccessful
due to the first callThe member was provided the proper avenues to have her
security information updatedWhile a supervisor was sought, neither call was
passed to a supervisor for additional assistanceThis is a training issue and
will be addressedThe member has since been verified onlineDeposit slips were mailed
and she has updated her account information

Complaint: ***
I am rejecting this response because:The money clearly in my other account, as should have been obvious to anybody paying attention The vendor has made it right with me, and I did not in any way cost you $ I reject the premise and reject your response
Regards,
*** ***

Dear Member:It is my understanding that you worked with one of our branch managers for a satisfactory resolution in this matter.Please contact us if you have additional questions or concerns. ***/Member Experience

Dear Member: We received your inquiry through the Revdex.com regarding the two recent hard pulls appearing on your credit report - for both a new account and a consumer loan request. Yes, a credit report review is part of the process when you request a new account
and/or a loanIn both cases, you cannot proceed with the online process without agreeing to the hard pull. You must check a box acknowledging your awareness of this step (see example below) If you elect to not check the box then you cannot proceed with the applicationThe statement below must be checked before proceeding with your new account or loan request: Note: We have recently (effective March 17th, 2017) made the business decision to no longer require a credit report for the online account opening process. As a courtesy and exception, we are changing the hard pull to a soft pull as the soft pull should not affect your credit rating. Thank you for allowing us to respond to your concerns

Complaint: ***
I am rejecting this response because: Randolph Brooks Federal Credit Union has NOT stated where my $5,is since it was NOT released to me, and the funds were NOT RELEASED to the IRS as they had STATED THAT THEY DID based on the 1099-R sent tot he IRS. Why hasn't RBFCU provide new documentation showing they have corrected the error and either sent the IRS the $5,or returned the money to me, as they should have because a ROTH IRS is NON-TAXABLE.RBFCU should resend the IRS a NEW 1099-R showing that they paid the IRS the $5,and did NOT EMBEZZLE THE FUNDS, therefore, the IRS would refund my money in the amount of $5,0001.42? RBFCU has refused to provide any documentation concerning the transaction or what actually happened to the remainder of my ROTH IRA which totaled $19,079.29. They have been given the proof (the receipt they gave me on that day), that the teller ONLY RELEASED $14,of the $to me on Sep 3, 2016. Where is the rest of MY MONEY? I expect RBFCU to refund the remainder of my money
Regards,
*** ***

Dear Member,
Thank you for letting us address your concerns. As stated in your complaint, you were charged
fees due to a transaction that *** *** charged to your account and
are requesting all fees to be refunded
According to your account records, you made a purchase
with
*** *** on 5/19/in the amount of $134.20. Because the authorization amount for airfare,
gas purchases, hotel rentals or vehicle rentals can vary from the actual
processed amount, these types of transactions do not show as pending
transactions on your account. When the
purchases were presented to clear your account, you did not have sufficient
funds available to cover the transactions but because you are opted into
Courtesy Pay, the items were paid and fees were assessed. On 5/23, *** *** refunded the
balance for your airline purchase. When
a merchant refunds a transaction, the funds do not show pending as a credit on
the account. The refund is posted to the
account once the merchant sends us the transaction to be posted
We have contacted you by phone today to explain why the fees
were assessed. We also explained that we
cannot control the way a merchant posts their transactions. However, per our phone conversation, we do feel
that the issue has been resolved
If you have any further questions, please feel free to
contact us

When viewing the account, transactions with additional descriptions such as "pending" and "scheduled" are shown prior to the transaction posting to the accountThis does not mean the item has cleared nor that the amount has been deducted from the accountThe member must monitor their account and
account balance to avoid over drafting their accountSufficient funds must be available before initiating the transactionAn overdraft occurs when an account does not have adequate funds avaialble to cover an ACH, check or debit card transaction being presented for paymentThe Courtesy Pay fee is charged when an item is paid althought the account does not have available fundsThis is a courtesy to prevent the member from having an item returned resulting in embarassment and additional fees from the merchantThe fee is $per item no matter the dollar amountThe member must "opt in" for this serviceShould our member not want to continue to accrue additional fees in the event there are not sufficient funds available in the checking, she can choose to "opt out" of Courtesy PayThis can be done by phone, online or in a branchBefore the fee is charged, the credit union does seek additional transfer options to cover the transaction when funds are not availableThe Overdraft options are a pre-selected savings account with available funds or a Line of Credit with available fundsThese were not options for the member at the timeFees were reversed to the member as a time exception as the reason for the fees was not a credit union errorAdditional fees will not be returnedThe system is not the reason the fees were chargedWe apologize if the member was not previously given the proper informationWe value our membersShould she have any additional questions, please call the Member Service Center at ###-###-#### or visit the nearest branch

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I would be more than willing to accept that offer from randolph brooks but since I made my loan payment I am still in a financial shortfall I would see if I could also skip my credit card payment for march that would help me out alot

Dear Member:  RBFCU is required by Federal Regulation to disclose  our method on how we pay items and then to strictly adhere to this method.   We disclose this several times in our Membership Handbook so it is easy reference for our members.   We pay items in the...

order in which we receive them throughout the day.   We follow this process every day and for every member/item.   In your situation, the two checks you mentioned in your complaint actually came in to be paid on 12/30 and you did not have adequate funds to pay these items.  Rather than return them "unpaid" which would result in additional fees on the other end, we held them until 1/3/17 when you had a payroll coming in.  This is done to try to assist you in the payment of the two checks, but it does incur a $24 per item.   You stated that the fee was $34, but it is actually $24 (one of the lowest compared to the other financial institutions in the area).  We do not manipulate the method in which we pay items, but pay each item in the order in which we receive them.  Some institutions pay the largest items first and some pay the smallest items first - we feel that paying them in the order received is the most fair to our members.   To totally avoid paying fees please ensure that you have adequate funds in your account prior to writing checks or using your debit card.  You may also want to consider using our totally free overdraft protection options.  Leaving a balance in your savings provides us an avenue to transfer the funds necessary to cover any oversights - this is a free service.  We also offer a Line Of Credit (LOC) which we will transfer from if necessary.  There is no fee to transfer from a LOC, but interest does start accruing on any balance you carry in your LOC.  You must apply for and qualify for a line of credit.Thank you for giving us the opportunity to respond to your complaint and I trust you will see that our method of paying items is member friendly.

The desired settlement requests have been completed.  The correction loan agreement, apology letter and loan coupons have been mailed.  On 8/27/15 a lending vice president contacted the member and the member was ableto discuss the events which occurred and pass on his concerns.  At this time we feel the requests andconcerns have been addressed.  We appreciate the opportunity to assist the member and his membership.

An overdraft occurs when a member does not have adequate funds available in their account to cover an ACH, check or debit card transaction. The Courtesy Pay fee is charged when an item is paid althought the member does not have available funds. The Insufficient Funds fee is assessed when the...

available balance on the account is reduced by items that have not yet cleared the account. The items have been approved but have not been received so the amount is on hold.This is a courtesy to prevent the member from having an item returned resulting in embarrassment and additional fees from the merchant. The member was assessed 2 fees for the following reason. On June 30, 2015, Capital One submitted a debit for payment for $50. The available balance at this time was $44.23 and therefore an Insufficient Funds fee was assessed. The transaction was in a pending status and then cleared on July 1. Also on July 1, American Home Shield sumitted a debit for payment for $53.25. With the previous negative available balance, there were not sufficient funds to pay the item. A Courtesy Pay fee was assessed. The member has the option to opt-out of the program. This can be done online, over the phone or at a branch location. For any questions, please call ###-###-####. The fee(s) will not be refunded as they were not caused by credit union error.