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,   [redacted]/Member Experience Team

Dear Member:We reviewed your account and listened to the phone conversations.   It was discovered that RBFCU did not make any errors regarding your complaint and the circumstances surrounding it.   We reported to the credit bureau as we do with all members missing a payment on...

credit card or loan.   It appears after listening to the phone calls that you had attempted to stop the payment through [redacted] since the credit card had been compromised through a merchant you had recently used and it sounded as though you forgot to set it up for the new card.We appreciate your membership with RBFCU and a Representative will reach out to you shortly to try to find a workable solution for you.  Thank you and good luck with the purchase of your new home!!

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 66 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 66 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 36 MONTH PAYMENT SET UP, and he lied and/or misrepresented himself and your company by stating someone would contact me with l5 minutes of my purchase (it took 7 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 l0 to l5 minutes 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]

Dear Member, We have reviewed your account regarding the Revdex.com complaint you submitted.  Your concern is that a merchant has cleared your account for a transaction you were not aware of. Without a stop payment being placed on the transaction, we are obligated to pay the item as it is...

presented.  Unless we are notified, we assume the transaction is authorized by you.  In this case, you didn’t have the funds available for the item to clear your account, but because you have opted into the Courtesy Pay service, the item was paid and you were assessed a $24 nonrefundable fee.  If the merchant charged you in error, you would need to contact them to have the charge returned as well as the fee that was assessed with their error. If you would like additional information, please contact us.Thank you.

Dear Member, Thank you for allowing us to address your concerns regarding Courtesy Pay fees charged to your business checking account.  I understand from your complaint that you had attempted to make deposits through our edeposit service but because they were rejected, you didn’t have funds...

available to cover the items that incurred a fee. After researching your account, we did not see any edeposit attempts or rejections to the business account that was assessed fees. We show that between 7/13/17 to 7/20/17, you had 9 checks and 6 ACH Withdrawals presented to your account but did not have funds available to pay.   Because you previously elected to opt in to RBFCU’s Courtesy Pay service, the above transactions were paid using Courtesy Pay.  Unfortunately, we do not refund fees assessed on the account if the fees are legitimately charged because funds were not available.  I do show on 7/15, you attempted to deposit a check into your personal checking account, but this was rejected because the check was made payable to a business name and cannot be deposited to personal accounts.  Please let me know if we can be of further assistance.  Thank you.

Complaint: [redacted]
I am rejecting this response because: We did attempt to e-deposit but it didn't tell me it was rejected nor did I receive an email or notice that it was accepted or rejected. Also if this happened before and I didn't notice it must likely  we have been putting cash money in forms of checks in the thrash  thanks to a fraudulent app the do not give you notice if your deposit made it into the account that been say I will like a record of all the check the have been successful deposit into my count with the e-deposit (AKA fraud) also I really need the record of all e-deposit the have been rejected over the E-Deposit 
Regards,
[redacted]

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]

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.

Dear Member:I reviewed your account and discovered the following.   Your account was opened on 10/12/17 and you opted into our Courtesy Pay program.  The program worked exactly as it is supposed to on 10/25/17 when a $15.48 transaction tried to clear your account, but you only...

had $6.79 available.  We paid this item even though you did not have the funds available and there is a non-refundable fee of $24 in these cases.   You did not agree with this fee and contacted our member service center requesting a refund.  We do not refund fees unless we made an error, which we did not.    However, you asked for Courtesy Pay to be removed and our Rep did not complete this request, so we did refund the second fee that resulted from this oversight.  The first fee will remain since it was for a service you signed up for and we provided the service as requested. Thank you.

Dear Member: We are responding to your to your recent concerns regarding how we process transactions on your account. Your concern is that we process the largest transaction first in order to incur more overdraft fees on your account.     RBFCU and its employees are required...

by law to disclose and strictly adhere to stated payment practices. We disclose our payment process in our Membership Agreement, provided to you at account opening.  Please see below the disclosure regarding paying transactions:We pay all checks and debits on your Checking account in order of arrival sequence throughout the day. We do not pay items according to dollar amount of the item or by transaction type (debit, check or ACH). In the event you do not have the funds in your Available balance to clear an item we will use the overdraft options you have selected. Please reference your March and April ACH/Debit history and you will see transactions that cleared on the same date for various dollar amounts in the order they were presented.  Items were not cleared in any certain order (i.e. largest to smallest, etc.)  This is consistent with what is stated in our Membership Agreement.   Your account was thoroughly reviewed and it was determined that the fees in question were charged because there was not adequate funds in your account to cover your charges. These charges were paid using the Courtesy Pay service, which you elected to opt in to at the account opening. You can elect to remove Courtesy Pay at any time by contacting us in person, by phone or online.  We apologize that you feel that you were mistreated at our branch and will forward that information to the SVP of Branch Operations.Thank you. Regenia/Member Experience Team

Dear Member:Thank you for your letter outlining your recent concerns regarding the title to your paid off vehicle.  As explained to you, your title is part of the cross collateralization you agreed to when obtaining your loan.  The agreement stated (and you agreed to by signing)  "By...

signing this document and receiving the benefits of your loan described on the reverse side, you are giving the credit union a security interest in the property"   "You are giving this interest to secure repayment of your loan, as well as any other amounts you now owe or will owe the credit union in the future.  The collateral also secures your performance of all other obligations under your loan, this security agreement and any other agreement you have with the credit union".   In other words, you must pay the amount owed on your delinquent credit card before we can release the title to your vehicle. Upon payment of the amount owed, we will mail the title to the address on file.   Thank you for allowing us to respond to your concerns.

RBFCU strives to provide excellent member service to all members. All new members must answer a series of identity questions in order to validate their identification. The member’s citizen status is a part of this process. There is no intention to make anyone feel violated or uncomfortable....

Obtaining this information is required. All RBFCU loan processes are centralized in one department. All correspondence for any loan must go through the central lending department which communicates in the branches via video conferencing. We serve our members as efficient as possible and therefore, there may be a longer wait time. In the member’s loan application, the decision center required additional question answered to better clarify credit information. Obtaining this information after the member had to leave the branch delayed some of the loan process and therefore additional time was necessary. While the branch and lending staff explain the process to our members, RBFCU can use this as a training issue and will forward this information to the proper areas. We apologize for any inconvenience or lack of respect felt on part of the member as that is never our intent.

Complaint: [redacted]
I am rejecting this response because: so I hope you see I told the banks back in February that the vehicle was a lemon I was taking it back because the dealerships faults in their practices. Also I put both banks on the phone. They have a verbal agreement between Tanya Parker from RBFCU and NEL from ALLY they agreed to reverse the transaction. They went into a stalemate over who should send the money and who should send the title back first. When do businesses quit listening to the customer. When they where warned on the foul play I saw take forth. So I took the vehicle back. They still can't work it out. That is not the loan takers fault. I did what I knew was right returned something that was not working right and put my family in jeopardy if driven. So unless someone is killed in the truck no one will listen to the customer. I got the Revdex.com invoked so they could witness the miss practices by three parties. I told all three parties of my actions they went forward processed paperwork when the circle was clearly returned. The dealership took possession of the vihcle the second the moved that truck from the front where I left it and told the dealership both banks where in agreement not to finance the vehicle. Some how with out me knowing all processed into me going into debt over a lemon and two banks who can't agree on anything. Again not my fault I warned them Revdex.com AND TOLD THEM THEY HAVE RECORDINGS OF THAT CALL. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Unfortunately, [redacted] message contains errors of fact, serious miss-statements about the terms of his company's contract and unsupported and unjustifiable assertions about the circumstances of the flooding water damage caused in our home.In the first place, I never signed the company's contract.  You might ask [redacted] to show you a copy of the agreement with my signature on it to verify this.Second, it is not true that their 'technician explained everything that is written on the back of the contract."  The back of the contract is a legal document with 9 paragraphs of legal text that I would not have attempted to decipher.  If the technician had asked me to review it,  I would have shown it to my husband, who is an attorney and could have understood it.   I can only conclude that this claim that it was explained to me is an after-the-fact attempt by the company to escape its responsibility.Third, the fact that the technician could not examine the portion of the drain pipe that is beneath the floor is obvious; this must be the true in 99% of the drains that have to be cleared.   However, it does not in my opinion mean that he can perform his work in a negligent or incompetent manner and as a result poke a 3/4 of an inch hole in the pipe (see attached photo) with his power equipment and cause a flood that damaged the ceiling, the walls, and the floor of the room below and caused other leaks that damaged a television, books, art work on the walls, a custom-made silk lamp shade, ceiling  insulation, and created 2 inches of water in our basement.    The technician could see and examine the portion of the pipe directly below the drain so as to see it was a PVC pipe, and take appropriate precautions to avoid damaging it in the course of his work.    Evidently, he did not.Most significantly, the language of Roto-Rooter's contract that purports to limit their liability for negligence plainly does not apply to the events that occurred in our home.   The contract says the company is not responsible for:"b) defective, damaged, or deteriorated lines......or other unexpected or undisclosed conditions, and the consequences of such conditions....."But our pipe was not "defective".   We have shown it to two licensed plumbers and our general contractor and they all agree that it is standard, not defective.  It is the type of pipe typically used for such a drain.Nor is it "damaged" except by the hole drilled by Roto-Rooter.   And, finally, it is not "deteriotated".   To the contrary, it is in good condition and only 9 years old because the shower involved was installed in 2006.   [redacted] may assert otherwise, but he has never examined the pipe, nor has anyone from his company, and so has no real basis for blaming the damage on the pre-existing condition of the pipe.  His logic is backwards -- because his company's technician caused a hole in the pipe, the pipe must have been deteriorated.  But this is his assumption not based on any facts.Finally, Roto-Rooter is not blameless because of "unexpected or undisclosed conditions."  There was no "condition" to be disclosed.  The pipe was normal, typical for the use involved.  It was a standard PVC pipe in a typical shower drain.It is true, but irrelevant that [redacted] offered to come back to our home and replace the damaged trap.    But this was the least of our problems.  A plumber of our choosing replaced it in 15 minutes, once the ceiling of the room below was removed and the hole in the trap located.   Replacing it is a minor job, compared to repairing all of the damage caused by the cascading water.   Also, I am sure that you can understand that, after having Roto-Rooter drill a hole in our plumbing, we were not interested in inviting them back into our home to do further work.  We also had no experience with the company's "water restoration" department and thus no way of knowing if they were capable of making the necessary repairs or could be trusted to do so.Clearing the shower drain of soap sm should have been an easy job.  The fact that the technician involved could not push his "power snake" beyond the trap without drilling a hole in the vertical portion of the pipe suggests either that he was not very skilled, or applied too much force, or was negligent in some other manner.  In any case, Roto-Rooter should be paying for the cost of repairing the damage they caused, not blaming it on us.
Sincerely,
Mary [redacted]

Complaint: [redacted]
I am rejecting this response:Your statement is untrue on several points.  On 7/29/2016 your records indicate that I had an end of the day balance of $214.07 and you charged me a courtesy pay fee of $24.00 on that day.  Starting the next day I had balance of $192.70 and a charge of $21.37 and you charged an insufficient Funds Fee of $24.00.  This brought my balance down to $168.70.  For ease of reading let me tally up your fees from there in the order of purchases made in real time.Date                      Description                         Charges                                7/30/2016            Family Dollar                      $3.257/30/2016            Courtesy Pay Fee             $24.00                   7/30/2016            Jack in the Box                  $2.377/30/2016            Courtesy Pay Fee             $24.007/30/2016            Discount Tires                    $377.117/30/2016            Courtesy Pay Fee             $24.008/1/2016              Paper check paid              $30.008/1/2016              Insufficient Funds Fee   $24.00You also gave me $4.01 for overdraft protection on Sunday, 7/31/2016.  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, 7/30/2016 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 $24.00 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]

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

Dear Member,
Thank you for letting us address your concerns.  As stated in your complaint, you were charged
fees due to a transaction that [redacted] charged to your account and
are requesting all fees to be refunded.
According to your account records, you made a purchase with
[redacted] on 5/19/17 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 12
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, [redacted] 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.

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 Member: The IRA was disbursed to you through a cashier's check and cash.   There were no funds sent to IRS because there were no funds remaining to be sent to IRS.  In addition, you did not request withholding and we do not automatically withhold taxes unless instructed to.   It is customary to notify your financial institution immediately when you have a concern, but in this case 15 months have lapsed since the transaction occurred in 2016.   You received your 1099R in January of 2017 and did not contact us regarding any concerns at that time.    After a thorough audit, we found no wrongdoing and consider this matter closed.

Dear Member, Thank you for allowing us to address your concerns. We were able to connect with you today and explain that debit card transactions are processed in the order we receive them from the processor.  Randolph Brooks does not rearrange transactions to incur more overdraft...

fees.  Once a transaction is processed and the merchant sends the settlement to our processor, the transaction is then debited from the account in the order we receive them.   In this situation, a purchase to [redacted], in the amount of $203.57 was authorized, which was higher than the amount you had purchased.  Later that day, [redacted] sent a credit back for $85.99.  Credits do not post to accounts immediately, nor do they show as a pending credit.  After discussing this with you, we agreed to refund your fees as a courtesy and apologize for the confusion.   If you have further questions, please contact us.