Roto Rooter Plumbing & Drain Services

Dear Member:We are responding to the Revdex.com complaint regarding fees charged to your account.    Upon thoroughly researching your account we discovered the following:1.     The account was negative $-217.05 on March 1st so any checks or debits trying to...

clear the account will not have sufficient funds to clear and will be charged a $24 fee.  2.     Checks #[redacted], [redacted] and [redacted] were received for payment on March 3rd, since funds were not available they were each charged a $24 fee 3.     The Deposit was scheduled for payment on 3/4, but we can see that it is coming in a day or two prior to its actual arrival.  We show this as pending, but do not actually        receive the funds until the date set by the sender (your employee, etc.)4.      Items that show as pending or scheduled are not actually reflected in your available balance, but are posted to make you aware of deposits coming in or ACH debits          scheduled for payment.              The research shows that all fees were charged correctly and in accordance with our Membership Agreement.

Dear Member, Thank you informing us of your concern.  It is our understanding that a Central Lending Representative has reached out to you directly to review, discuss and provide information on how to resolve this situation.  That Central Lending Representative will continue to monitor...

and work with you to get this rectified.    Sincerely, [redacted]/Member Experience

Revdex.com:
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,
John Elias

Dear Member,Thank you for allowing us to respond to your concerns.   We researched your account and determined the following:   You opened your account on 1/20/17 and opted in for all Courtesy Pay options.  That would include Courtesy Pay to cover checks, ACHs and debit card...

transactions.   Per regulation, we send a notification informing you (the member) that you had signed up for this service and to notify us right away if you did not want the service after all.   We were not notified that you had changed your mind.Recent usage of your debit card resulted in approvals using your Courtesy Pay limit since funds were not available in your account.   This is a nice service to cover your transactions if funds are not available, however, there is a fee for this service if you elect to use it.   These fees are not refundable unless the credit union made an error.Courtesy Pay can always be removed if you no longer wish to have this service on your account.  We also offer free overdraft services - one is from your savings account (up to six per month) and another option is to apply for a line of credit.   The LOC has no charge to use, but will accrue interest if you carry a balance.  We hope this explains the Courtesy Pay process.   Sincerely,Carla/Member Experience Team

Dear Member,We are writing to inform you that we received your response.  Our Lending Department has reached out to you regarding a solution to your complaint. If we can be of further assistance, please let us know.  Thank you.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] The reason im rejecting it is because it doesnt explain to me why my credit was ran even for a termination. It shouldnt have been a hard pull on my Credit Report. Thats what is pissing me off and then get the run around with this damn Bank instead of the truth.

Complaint: [redacted]
I am rejecting this response because:I was never told that my request wasn't approved I was inform to call back about the approval and so I did and that's when I spoke to a specific employee and I asked about the extension and she informed me  that she had seen the extension noted down and I would  be fine ..I repeatedly ask her are you sure because I don't want my car to get sold, and she said yes. Secondly why wouldnt band get approved ? if I needed to pay more than I Andhave been informed of that and I would have either been able to do it, or I would have made arrangements to get the money before the deadline. I was never informed that my extension was declined until after the car was already sold even though I made multiple phone calls before hand. I was always told I was ok on my extension and I truly believed I had extra time.I understand it was a repo but I did not want to lose my car. I had money coming in to me and unfortunately it was coming in a little after the deadline and I was trying to do everything in my power to get my car back. It took me a long time to get in with RBFCU and I never wanted to mess things up with my account. I unfortunately was injured and unable to work for quite a while and that's when things started to go bad for me, but I was getting things back together right around the time the car was taken from me and I was going to be able to take care of the problems I had. Even though the car was repossessed I still wanted to get it back because I know having that on my record will make it really hard for me to get another car and I never wanted to lose my car. Unfortunately there was a lack of communication somewhere and the employees I spoke with told me repeatedly I was OK on my extension and now because of it this has caused me a huge amount of extra troubles to deal with. I feel that because of the employees miss informing me, I was lead to believe something that was not true and it is not completely my fault but I'm the only one who has to suffer the consequences even though I tried to make everything right as soon as I was able to.
an land
Regards,
[redacted]

Revdex.com: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] p.s. RBFCU has been very proactive and helpful in helping to resolve my problem.

Dear Member:   Our records indicate that one of our Lending Representatives contacted you on August 19th to inform you that there is on ongoing review of your complaint.  She will be your point of contact until a resolution has been made.     We have been in contact with...

USAA in this matter as well.   We have nothing further to add until the review has been completed.   Your Lending Representative will remain in touch with you on a daily basis until the matter is resolved.    Thank you for patience.

Revdex.com:
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]

When the member purchased the vehicle from the dealership, he agreed to assume financial responsibility for the loan with the original lender. His decision to refinance the vehicle with RBFCU holds the member binding to the loan agreement to pay for the vehicle. His choice to no longer want the vehicle does not change his financial responsibility for the loan. The amount owed is valid. RBFCU will not forward the vehicle title to any party prior to receiving full payment for the vehicle.   Any previous discussions or errors on part of the dealership and the original lender are between the member and those parties. RBFCU will not assume responsibility for any misinformation prior to the refinance.

Dear Member, Thank you for allowing us to address your concern.  In your complaint, you mention that you were charged $120 in fees for transactions posted to your account that you would like refunded. Courtesy 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 $24 is charged for each transaction it covers.    While reviewing your account, we show that you had a purchase presented from ATT for $141.85.  At that time, your available balance was $44.94 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 $24 fee was assessed to this transaction.   This left your balance at -$120.91. You then had 4 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 5 of the items and you assessed a fee of $24 for each. Your 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 correctly. If you have further questions please let us know.

Dear Member:Thank you for allowing us the opportunity to respond to your complaint.   In the complaint you stated that you had never opted in for Courtesy Pay - Our records indicate that you opted in at the time of account opening in 2014.  We show you have used it several times in...

2016 and 2017 - We also show that we discussed Courtesy Pay with you in 2016 and refunded three fees as a one-time courtesy.  It is a service, but as a service there is a fee for using it.  If you no longer wish to have Courtesy Pay please contact our Member Service Center at 1-800-580-3300 to have it removed.   It you elect to leave Courtesy Pay on your account then there will be a $24 non-refundable fee when you use the service.We show that a PayPal transaction on 10/30/17 in the amount of $55 was presented for payment when your account balance was $37.85.  Another five transactions totaling $93.50 were presented for payment on 10/31/17 and the available balance was negative at this time.  The agreed on fees were assessed for the transactions.   We offer other forms of overdraft that do not charge a fee - Line of credit and/or savings.   We actually encourage our members to use these options first and only use Courtesy Pay as a safety net.  Again, please contact us to remove Courtesy Pay on future transactions.   Thank you.

Complaint: [redacted]
I am rejecting this response because: I have opened numerous bank accounts in the past and never before have I been charged a hard inquiry for doing so. The language in your response to me providing my e-signature does not completely explain what is going to be done. Whenever a hard inquiry is performed on my credit file, it tell me SPECIFICALLY what is going to be done (inquiry). Yours just states "credit records". That is not clear at all and actually the opposite of what most lenders declare when one applies for a loan, credit card, etc. I suggest you change the language so in the future, so consumers will know exactly that a hard inquiry will be completed.I have already spoken to [redacted] and all I would need from you is a letter stating that the inquiry was completed in error and they will remove it from my file. Regardless of you stating that I agreed to the inquiry or not, the language in my opinion states other wise. I would not have agreed to the inquiry if it was better explained to me, rather than in a vague fashion as it was. So in my opinion, I did not agree to a hard inquiry, or else I wouldn't be at this point filing a complaint for the first time in my life with the Revdex.com. Again, I am asking you to mail me, or email me a simple letter, or provide it to [redacted] yourself explaining that the hard inquiry completed on my credit file was done in error and that it should be removed. If you do that I will not proceed any further. It is a simple and reasonable request.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please contact USAA with regards to the valuation and their payment for the claimed "hail damage" amount of ~$765.00.  
Regards,
[redacted]

Revdex.com:
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]

All calls have been reviewed. Mrs. [redacted]s extension was provided on numberous occassions. In addition, her direct number was provided in letters that were sent to the member on 8/24/2015 and 10/2/2015.We did find that in one of the calls, the representative did not provide Mrs. [redacted]s extension nor did he ask how he could assist the member. This coaching opportunity has been addressed with his immediate supervisor.

Dear Member:Thank you for sharing your concerns with us.   We carefully reviewed your account regarding the fees in question.   Each fee was legitimately charged because you did not have funds available in your account.   Four ACHs presented for payment on December...

4th.  $412.79 was the account balance, but $353.78 was on hold.   The available balance was not enough to cover the ACHs and all four incurred a fee.  On December 5th, 2 more ACH's were presented - at this time only $29.01 was available and this was not enough to cover the $40 to DSRM National Bank or the Barclay Credit Card payment for $40.  A fee was charged for both transactions.   You may want to consider some of our free overdraft options - transfer from savings and Line of Credit.   You must apply for the Line of Credit and those transfers are free, the current interest rate will be applied to any outstanding balance.Thank you allowing us to comment on your concerns.  We do feel there were no credit union errors made and all fees were a result of funds not being available when items were presented for payment.  Sincerely, [redacted]/Central Operations

Complaint: [redacted]
I am rejecting this response because:There are too many discrepancies to simply concur or reject RBFCU’s response. Please reconcile the account. Contact me if they need any information. I have spread sheets for each month. The account has been examined in a timely manner. There is no time limit for me to take action against RBFCU as each discrepancy has already been reported in a timely manner. Just because RBFCU’s employees refused to reimburse the funds in question does not burn up my time to report the discrepancies again. This is RBFCU’s error. RBFCU states that “An account review determined all fees were assessed correctly.” Please explain to me how you know “all fees were assessed correctly” when you don’t know the account running balance? RBFCU has admitted that they have been notified of the account errors in a timely manner with the statement “Our records reflect the member has been explained how the process works and has been refunded fees in the past. Fees will no longer be refunded unless it’s determined there was a credit union error.” In addition RBFCU states “Any objection to transactions must be reported to the credit uni on prior to the 33rdday after the receipt of the statement. If the member does not dispute or object to any account transactions, RBFCU will not be liable for any errors or discrepancies if a notice isn’t provided. (Membership and Account Agreement, pg 10, sect 2).”  All objections had been made repeatedly in a timely manner, and this is indicated by the reversal of some of the so-called $24.00 Courtesy Pay (CP) fees. If RBFCU states that their records reflect that I have been explained how the process works, then it must have been at the time I was reporting a discrepancy. Why are they claiming I didn’t report the discrepancies within their 33 day period. I have record of several of the fee’s being reversed, due to my objections made to RBFCU. RBFCU states “The member is responsible in maintaining sufficient funds in the account at all times in order to pay a withdraw. All checks and debits are processed in order of arrival sequence throughout the day. (Membership and Account Agreement, pg 7, sect 3 & pg 9, sect 10)”  RBFCU does not follow this policy. They process debits with an effective date (the date the preauthorization is made) while refusing to use an effective date for deposits (using the 3 business day delay) even though they have an electronic “effective date” for ACH deposits.  As a matter of fact, RBFCU has taken longer than the three day delay for ACH deposits as outlined in federal regulation, even though the federal regulation and RBFCU’d Membership and Account Agreement Pg 8, Sec 6c allows for provisional deposit.  This is hardy processing checks and debits in the order they are received. While RBFCU has stated their rights and the customers responsibilities, and will often say “that is our policy” when they do something questionable, it is quite clear that the federal regulation requires RBFCU to act in good faith. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: How do you expect a customer to pay over 1000 in minimum payments? Also the credit bureau file reflects different information on each. One stating I'm 60 days late "closed by consumer" and one stating 30 days late. You can't even get your information right. It seems like you as a credit union do not care about customers. On another note your bank keeps stating that I have to either drop my complaints or not have access to my accounts. This is blackmail. Thanks for not assisting your customers. This is a poor written response with no resolution.
Regards,
[redacted]