Roto Rooter Plumbing & Drain Services

Complaint: [redacted]
I am rejecting this response because:I need the record of all accepted checks with the BS E-Deposit app this has not been the first time this has happen long before this past month and like I say I may have been putting my money in the trash in form of checks yes even if you take 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will be closing my account. I refuse to do business with a company that steals money. 
Regards,
[redacted]

RBFCU has contacted the complainant to discuss the matter. Due to elements of the check, the complainant has been directed to follow steps with the maker of the check and the paying institution. Once proper documents are obtained, RBFCU will follow procedures to refund the funds back to...

him. RBFCU will continue to work with the complainant while the matter is resolved.

Dear Member: We reviewed your account based on the facts provided to us in your complaint.  Unfortunately none of the amounts or dates you provided appeared on your account.  Is it possible that the amounts in question were different?     The closest we can come up with is...

a $682.40 withdrawal/debit on November 21st from a company who regularly debits your account.  Is this the transaction you are referring to?  If so, your account shows at least two debits from this same company each month.  Without a stop payment placed on this item we would have assumed you wanted it paid like the others from this company.      After a careful review, we find that all fees charged were correct.  We apologize for the financial difficulties you are experiencing and wish you only the best.

Complaint: [redacted]I am rejecting this response because:1) transaction pending or not should be visible on all devices 2) If transactions are not cleared and funds released then said overdraft fees resulting from held funds that were causing other charges to cause overdraft fees, thus resulting in second overdraft should be refunded. I.e., transaction funds released back into account because of lack of processed charge should not allow overdraft fee to be withheld. See restaurant pre authorization charges; can not LEGALLY charge a final sale and any associated costs (i.e., tips) until payment has posted. Payment did not post in this case thus overdraft fee is null and void. You yourself  stated funds were released because payment did NOT post. Overdraft fees should be Released as well, bringing balance in compliance with [redacted] charge ensuring account will not be overdrawn.3) check your reviews as this is a common complaint with your company.4)Illegal transaction shuffling to charge overdraft fees on pending transactions that are released then recharged and charge A new overdraft fee. See civil lawsuits in regards to [redacted] etc for transaction shuffling to charge illegal overdraft fees to consumer. Regards,[redacted]Sent from Yahoo Mail for iPhone

Dear Member: The confusion may be that you are using your current balance when you make purchases, rather than the available balance which reflects what you actually have available to spend.  Your current balance is what you have in your account minus any/all debit card transactions we have authorized on your behalf, but have not posted to your account.   On July 29th, your current balance was $238.07 minus three transactions you charged that had not yet cleared your account:  Discount Tire $377.11, Jack in the Box $2.37 and Family Dollar $3.25.  This left your available balance negative ($144.66).      Review of your account activity indicates you are spending your direct deposit funds before the direct deposit funds are received into your account.  We receive notification from your employer a couple of days before your effective pay date, notifying us that you will be receiving this deposit.   However, the funds for that deposit are not received until the effective date of your payroll.  Payroll funds are available to you early on the effective date.   Check #[redacted] for $30 was presented for payment at the end of the business day (7/29) when you had a negative balance.  When an item is presented for payment, and we use Courtesy Pay to pay that item, you will be charged a fee.  Since funds were not available on July 29th the item wasn’t actually processed until the following business day of August 1st.    Overdraft protection is available only up to the amount you have in either your savings account or your Line-of-Credit, if $4.01 was all you had available then the system would transfer that amount.    We appreciate your long-term membership with us and want to assist you with understanding how your items are paid.  We have refunded fees for you on numerous occasions and our notes indicate the payment of items has been explained.    We assure you we do not charge fees on a whim, but have very strict regulatory guidelines we must follow.   Our Regulators make sure the process is fair and equal to all of our members.       We are always available to assist you with any questions you may have.

Dear Member:Thank you for allowing us to respond to your complaint.  You stated that you feel RBFCU pays items in a method that allows for the collection of additional fees.We are required to disclose and strictly adhere to our payment methods.  We disclose the method in which we pay...

items in our membership agreement in multiple places. We pay items in the order we receive them throughout the day.  Items will pay without a fee as long as there are adequate funds in your available balance to pay the item.   In this case, funds were not available in your account when your house payment, in the amount of $1373.28, attempted to clear your account at 6:50pm on March 8th.  Your balance was $1237.25 at the time the item was presented for payment.   Rather than return it unpaid, we held in until the next day to allow you to transfer funds or make a deposit.  In the meantime, at 8:32 pm your account was accessed using NetBranch online - two transfers were subsequently made from your other accounts to bring the account balance high enough to cover the house payment.  The following morning your house payment was made using the balance which included the two transfers - the balance was now adequate to cover the item.   A fee is charged since the funds were not available at the time the ACH was presented for payment.  We apologize but we will be unable to refund the fee in this situation because we noted that several fees were refunded in the past.   If you would like additional information please contact us.   Thank you.

The member has signed and agreed to a refinance agreement with the credit union. This agreement is binding and the amount owed is valid. RBFCU 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 made. The member has been advised on his options to move forward.

Complaint: [redacted]
I am rejecting this response because:It is NOT about the account opening process. Its about the loan that was submitted with the 2004 envoy as the vehicle I wanted to get approved for that on that vehicle. And later after going to dealership signing required paperwork at preferred dealership insuring vehicle and being allowed to drive home with vehicle based on normal procedures according to dealer. Being told to go into Plano branch to open up account in order to finalize loan documents. Once at branch being told loan was declined because of inaquate collateral and I should apply for a personal loan which was also declined now have 3 pulls our  credit I was told was not going to happen. Then being told I was approved for 10k vehicle loan but NOT the vehicle I applied for. At the branch I made aware of funds I was getting I could use as collateral to make up difference of inaquate value of 2004 which was 3k leaving me enough to make up difference of 2000 Cabrio as well which had a 4k difference. Once RBFCU can prove to me the value of the vehicles they determined could NOT be finance solely because of age of vehicle despite having my personal funds of 10k as suffient collateral. The response to my effort to solve my situation that was a direct result of their processing of my loan request. Not to mention taking NO responsibility for being the sole cause of my dilemma. As far as I am concern their can be NO resolve.
Regards,
[redacted]

Revdex.com:
[redacted] both went above & beyond to assist me in the situation, both are truly an asset to RBFCU. 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]

We apologize for the inconvenience this has caused our member. We assume the responsibility for not properly scheduling the member’s loan payment. Our member has been contacted by a representative of our lending department and they have reached a resolution. The late payment will be reversed and...

payment terms have been agreed upon. Automatic payments will be scheduled bi-weekly per the member’s request. The member will be contacted once more on 1/8/2015 by the lending representative to ensure the automatic payment and terms are taken care of.

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 before. I 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 money. Also, 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. 20.  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 life. I have never had a overpayment come back to me, this is additional money that I had to borrow agains the car. Furthermore, 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]

Randolph brooks keeps reporting wrong information on my credit report. On today date 01/21/2018 I received an alert from my credit report stating that Randolph Brooks reported that I opened a new acct with them for a truck I purchased back in July 2017. They reported has a new acct for me which hurts my credit. I already have a pending complaint because they reported wrong information the being of this month, which they have not removed yet complaint #[redacted]. I am not to sure as to what's going on with them reporting all this negative and wrong information on my credit report. Please remove ASAP. Just need Randolph Brooks to stop reporting wrong and negative information on my credit report. today they reported on my credit report that I opened a new acct with them for a truck I purchased back in July. All this incorrect report has affect my credit score please remove. I already have a pending issue with Randolph Brooks complaint # [redacted], which they have not remove yet.

Complaint: [redacted]
I am rejecting this response because:In the words of the Responder of this letter from RBFCU who fails to identify themselves as Having a NAME said,"The credit union offers free overdraft protection from savings and/or a line of credit. There is no charge to use these services and they will prevent overdraft fees from being charged.   The line of credit will accrue interest charges only when used.  You must apply for this loan product." 1) No none at RBFCU fairview explained this option at all.2) RBFCU is operating under an unfair business model. In my previous experience as well as others have been given a one time forgiveness of any miscalculations in bank accounting.For example, [redacted]
[redacted]have been given a second chance of asking their bank to return the original fee.. I was just asking for a one time reversal of that fee of  $24 due to an auto pay with [redacted] * that was unexpectedly anticipated, which over-drafted my account.. One Time! This should be a policy throughout this credit union to all its so called valued customers. For $24.00, RBFCU is more interested in collecting fees instead of giving their customers a one time break... The manager at RBFCU, [redacted], stated that if we give you a break  to you then we have to do the same for all of our other members. I said then do for all members! RBFCU is bad business.In my  experience, Most banking institutions are willing to work with their customers, unlike RBFCU... after two rep calls, three supervisor calls and a letter to the President  with all rejecting my plea for fairness, they continue to value me as a customer. They would rather lose a future customer over $24.00Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not believe that my employer is letting them know that my check will be in on a certain day because I have friends that bank elsewhere and get paid a day or 2 prior to me we work at the same job.
[redacted]

Dear Member:In response to the additional issues you mentioned in your subsequent response to the Revdex.com.The reason you received a check back after the refinance of your vehicles is because the amount we sent to pay-off the vehicles was received by your other institutions in a timely fashion and the full 15 day pay-off was not required.  Therefore, any extra funds is refunded back to you.  The pay-off was obtained from your other institutions for 15 days to allow plenty of time for the final payment to be received and processed.  The 15 day pay-off figure may only actually need 10 days to be processed because of the variables - how long will it take to get to the other institution (mail delivery time) and how quickly it will be processed it once received.   It is very common to allow a 15 day pay-off with the understanding that any overpayment be returned to you - which it was.   The second part of your question was in regards to your payment to The City of Schertz.   In January you authorized $89.59 on 1/20 to be paid on 1/24 - the holding of funds is for three day and normally the receiving merchant processes the payment within that three day window.   Since you allowed four days between the authorization to the actual pay-out, the amount drops off on the third day and this amount would appear once again in your available balance.  The very next day (the 24th) the City of Schertz actually collected their payment.   So, this may appear odd to you but it is exactly what is supposed to happen.   It appears that you authorize these payments with an actual date to be paid in within three to four days. That is fine, but just be aware the hold will drop off in three days.   So, if you set it up more than three days in advance you will see the hold amount drop off and the amount go back into your available balance only to have the amount debit on date set by you.   Our system is set up to process payments exactly as it is doing.   We pay items in the order received throughout the day and this process is consistent every day.  This is the way we disclose in our membership agreement and we follow it precisely.  The only time it deviates from this process is when funds are not available in the member's account and then we are required to use courtesy pay or to return it unpaid.Thank you for allowing us to respond to your concerns.

Based on account information, the member did not have sufficient funds in the checking account when 2 items attempted to present for collection on June 4, 2015 and June 5, 2015. The items were paid and fees were assessed. There were no other funds available in the savings account to apply for...

overdraft protection. In order to not be charged a fee, there must be sufficient funds available in the checking account at the time the transaction occurs. If sufficient funds are not available, RBFCU will attempt to transfer available funds from the designated overdraft protection account. If no funds are available in the designated account, a fee will be charged for each transaction. Because our member is in good standing and has not previously accrued any fees, RBFCU will refund one $24 fee to the account as a onetime exception. Further fees will not be returned. For additional questions or concerns, the member may call our Member Service Center at ###-###-#### and speak to a representative.

RBFCU has reached out to the member. We will be sending the member account information via email, per the members request. The email will address the members concernabout multiple items processing, fees assessed and the available balance at time of processing.

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. [redacted]/Member Experience

Complaint: [redacted]
I am rejecting this response because: This is a misleading response.  My complaint is not only about this single transaction.  My complaint is that on several occasions this has been done in the past.  And my concerns were not addressed another example was two months ago I paid my water bill to the City of Schertz the transaction was paid out then all of a sudden the money was back in my account and three days later it was paid out again.  The other problem is Randolph employees will blame the merchants and the merchants will blame the bank. Often times when I call I am asked if I am checking from the mobile app or the website because I have been told that two systems do update at the same time, but I've also been told in the same conversation that they are updated in real time.  So not only are the employees misinformed on how transactions are processed so are customers. I recently refinanced my car loans with Randolph and the lady that processed the loans over paid the banks the loans were coming from.  So don't tell me there is a transparency to your business process.  I have refinanced and taken out car loans several times in my life and I have never gotten an overpayment check from the previous lender. 
Regards,
[redacted]