March Revdex.com EUCLID AVE., FL CLEVELAND,OHIO TO WHOM IT MAY CONCERN: RESPONSE TO MR [redacted] BED BUG COMPLAINT, LEWIS EXTEER1v1INATING COTREATED THE PROPERTY AT [redacted] , CLEVELAND, OHIO ON 10/20/2015, 10/27/AND 11/06/MR [redacted] SAID I GAVE HIM VERBAL OVER THE PHONE, WHEN WE CAME OUT TO TREAT THE PROPERTY A WRIITEN INVOICE WITH THE WARRANTY, MEAN WHILE KNEW THAT THE WARRANT WAS FOR THIRTH DAYS AFTER THE SECOND VISIT WHICH WAS ON 10/27/ALSO EACH TIME THAT CALL TO RETREAT HE SAID THERE WERE BED BUGS ON A GLUE BOARD, WHEN WE GOT TO THE PROPERTY HIS SON NEVER SHOW US ANY BED BUGS ON A GLUE BOARD, MEAN WHILE WE TREATED THE ENTIRE ANYWAY, NOW MR [redacted] STATED THAT I WOULD COME TO THE PROPERTY MY SELF, I NEVER SAID ANY SUCH THING I RUNS THE OFFICE I DON'T DO ANY SERVICE WORK, I HAVE A QUALIFIED SERVICE TECH WHICH HAS YEARS EXPERIENCE, NEXT POINT MR [redacted] CALLS ME THREE AND A HALF MONTHS AFTER THE THIRD VISIT WHICH WAS 11/6/TELLING ME HE HAS NUMEROUS GLUE BOARDS THROUGH OUT HIS PROPERTY WITH BED BUGS ON THEM, AT THAT TIME WHICH WAS 2/2512016, DUE TO THE REOCCURRENCE OF THE BED BUGS I ADVICED MR [redacted] THE SEEK HEAT TREATMENT, I GAVE HIM A NUMBER TO MY PARTNER TO CALL I ALSO IMFORMED MR [redacted] THAT THE HEAT TREATMENT COST WOULD BE AROUND $1,DUE TO THAT TYPE OF TREATMENT, I DO HAVE HEAT TREATMENT ON MY WEB SITE THIS IS ONLY DISCUSSED WHEN CUSTOMERS INQUIRE ABOUT HEAT TREARMENT, I DO ABOUT 99% CHEMICAL DUE TO COST EFFICIENT ALSO, I NEVER TOLD MR [redacted] THAT I WOULD KEEP TREATING HIS PROPERTY OVER AND OVER UNTIL BED BUGS WERE GONE HE KNEW HE HAD A THIRTY DAYS GUARANTEE AFER THE SECOND VISIT, I CAN'T UNDERSTAND WHY MR [redacted] WOULD WAIT UNTIL THREE AND A HALF MONTHS LATER ASKING FOR A RETREAT OR A REFUND, I HAVE NO CONTROL FO THE REOCCURRENCE OF BED BUGS AFTER A THREE AND A HALF MONTH TIME FRAME, WHERE BY SOMEONE COULD V BROUGHT SHE BACK IN, I IMFORMED MR [redacted] IT WOULD BEEN A SER E C GE I RETREAT, HE WANTED IT FOR FREETHANY YOU
Lewis Exterminating Co"They Don't Stay Where I Spray!" Revdex.com EUCLID AVE.,4th FL CLEVELAND OHIO TO WHOM IT MAY CONCREN: Lewis EXTERMINATING WAS HIRED TO RID BED BUGS FROM PROPERTY AT [redacted] AVE, CLEVELAND, OHIO, WE COMPLETED THE HEST TREATMENT ON 10/20/2015, WE RETURNED FOR THE 2nd TREATMENT ON 10//2015, Mr [redacted] CALLED A WEEK LATER AND SAID THERE WAS ONE BED BUG IN A STICKEY GLUE BOARD IN THE BATH ROOM, RETURNED ON 11/6/TO RETREAT THE BATH ROOM AND THE UNDERFLOORING/ TOILET STACK IN THE BASEMENT, WE EXPLAIN TO MR [redacted] THE PROPERTY WOULD RECEIVE TWO APPLICATIONS A WEEK APART AND HE WOULD RECEIVE A DAY GUARANTEE AFTER THE 2ND APPLICATION, WE DID NOT HEAR FROM MR [redacted] 2/25/2016, HE SAID THERE WERE MULTIPLE GLUE BOARDS THROUGH OUT THE HOUSE AND THERE WAS A BED BUG IN THREE GLUE BOARDS I EXPLAINED TO MR [redacted] HE WAS WAY PASSED THE WARRANTY DATE WHICH WAS 11/28/MEAN WHILE HE CALLED MONTHS LATER ASKING FOR A FREE TREATMENT, I EXPLAIN TO HIM IT WOULD BE A SERVICE CHARGE, WHICH HE DID NOT WANT TO PAY,Lewis EXTERMINATING HAS NO COMPLAINS WITH Revdex.com IN THE LAST YEARS AS FAW AS WE KNOW OF.WE HONORS ALL WARRANTY'S ON ALL SERVICE WORK PROVIDED, WE EXPLAINS TO ALL CUSTOMERS THE PROCEDURE OF WORK TO BE PERFORMED AND THE WARRANTY PROVIDED FOR THAT JOB, ANY QUESTIONS PLEASE CALL JOHN L [redacted] SRTHANK YOU JOHN L [redacted] SR
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe State of NC Department of Revenue erroneously over collected monies and a check for $was returned to mePENFED sent me a check for $15, which was sufficient.Regards, *** ***
Dear *** ***,
Your complaint filed with the Revdex.com regarding your PenFed Credit Union *** *** Cash Rewards account was received in my office on June 1, I appreciate having the opportunity to address your concerns
First and foremost, allow me to express my
sincerest apology for the poor service you received during your telephone call to PenFed on May 26, Let me assure you this is not reflective of the level of service we wish to provide our membersI ensured management was made aware of your experience
In August we made the decision to reduce the cash rewards earned with the *** *** Cash Rewards accounts and assess a $annual fee on all accounts where the cardholder does not have a qualifying PenFed productNotices of the change were mailed on August 31, to all accountholders
Your Visa account was originally opened in May of The August notice stated the annual fee would be assessed on the anniversary date of your Visa account, and as such the fee was charged for the first time in May of Your April 20, credit card statement contained a reminder that the annual fee would be charged on the next statement
The Assistant Manager of Card Services was pleased to speak with you directly regarding your concerns, and refunded the $annual fee as a courtesyWe hope the actions taken to resolve this issue meet with your satisfaction
I hope this is just the first step in restoring your confidence in PenFedWe would appreciate the opportunity to continue to be your partner in financial success
Sincerely,
John K***
Senior Vice President, Card Services
PenFed Credit Union
Dear [redacted],Your complaint filed with the Better Business. Bureau regarding your Pentagon Federal Credit Union (PenFed) Premium Travel Rewards [redacted] account was received in my office on November 28, 2016. I appreciate having the opportunity to address your concerns.Please accept...
my apology for the unsatisfactory service you received during your November 22"cal regarding the payment to your PenFed [redacted] account. Our communication with you should always be polite and professional. The details of your experience were shared with members of our management team so We can provide additional training as needed.I understand it was not clear you were paying the entire prior [redacted] statement balance on November 15, 2016 and you intended to make a payment of only $77.10, I regret our assistance did not fully resolve this matter.Thank you for following up with us again on December 2, 2016 to resolve the additional issues that arose due to the stop payment placed at [redacted]. I confirmed your $717.10 payment was transferred to the [redacted] and the balance is now zero. I ensured the fees and charges associated with this matter Were fully refunded. The $30 returned payment fee and the $30 stop payment fee from Bänk of America were reflünded to your PenFed share account. Also, the $64.82 finance charge and $25 returned check charge were refunded to your [redacted] account, I hope the actions taken to resolve this issue meet with your satisfaction.Sincerely,John K[redacted]Senior Vice PresidentPayment Products and Services
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] Gold account was received on December 1, 2017. I appreciate having the opportunity to address your concerns. I would first like to thank you for...
honoring your obligations with us. Your diligent effort over the years in paying off your jointly held [redacted] Gold account did not go unnoticed, and we truly appreciate your dedication. I completely understand your concern about the [redacted] Gold account notifications and statements. The [redacted] Gold cardholder agreement states that a minimum payment is due each month regardless of statement issuance. It further states the monthly statement may be made available to either the primary or joint owner. Our standard procedure is to send statement to the primary account holder. The full agreement is available on our website at: [redacted]. Regrettably, your $505 payment on July 15, 2016 left a small $2.99 balance due. When addressing a past-due account, it is our goal to make satisfactory payments arrangements with the primary owner. We will attempt to contact the joint owner if the primary is not responsive. Given your circumstances, I was pleased to hear the remaining balance of your account was waived as of September 2017. It is clear you intended to pay the [redacted] Gold balance in full with your July 15, 2016 payment. Based on this, we submitted a request with the three major consumer credit reporting agencies, Equifax, TransUnion, and Experian to remove all delinquency reporting after July 2016. The change will update to your credit reports within 90 days of this letter. In the meantime, please allow this letter to serve as confirmation the correction has been submitted. I hope the actions taken to resolve this issue meet with your satisfaction. I appreciate the trust you have placed in PenFed over your many years of membership. I hope you will provide us with the opportunity to continue to earn your membership in the years to come. Sincerely, Christopher J. MartinVice President, Consumer Underwriting & Processing
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: They completely ruined this process and are acting like they're doing me a favor. I now have to wait for an warranty refund before I can even get the gap finished. This should of already been complete if I wasn't lied to by their representatives. They give me a couple weeks like after their mistakes and expect I will have everything finished in a snap of a finger. They handled every step of this process horribly
Regards,
[redacted]
Dear [redacted], Your complaint filed with the Revdex.com regarding a Pentagon Federal Credit Union (PenFed) membership in your name was received in my office on June 27, 2016. I appreciate having the opportunity to address your concerns. I regret a PenFed Credit Union membership was...
fraudulently established in your name. I want to assure you, this scam did not originate within PenFed. Unfortunately, it appears your personal information was obtained by criminals who used it to open this membership and checking account. When recognized in January of 2016 that the membership was part of a scam, we immediately blocked all activity. Regrettably, we neglected to close the checking account, which resulted in the overdraft fees and notices you received. The fees assessed to the checking account were reversed, and the account and membership are now closed. The checking account balance is zero and was not reported to the consumer credit reporting agencies at any time. We did, however, submit a request on July 1, 2016 to remove the inquiry from your credit report. While the inquiry will be not be completely deleted from your credit report, they will change it to an inquiry that does not affect your score. You will continue to see the inquiry on your credit report, but it will not be seen by creditors. The change should update to your credit reports within 90 days of this letter. I hope my response assuaged your concerns and brings this matter to full closure. Please feel free to contact us at ###-###-#### if you have further concerns or questions. Sincerely, Steven G[redacted] Vice President, Financial Intelligence Unit
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on June 12, 2017. I appreciate having the opportunity to address your concerns. I am sorry to hear your PenFed [redacted] account was used...
fraudulently in October of 2016. Regulation Z guidelines require that cardholders regularly review their accounts, and report unauthorized activity within 60 days from the date of the statement on which the transactions appear. Our Card Fraud Investigations team reviewed your account. Given the nature of the fraud, your fraud claim has been accepted. The claim is in process, along with your new [redacted] account and card. The fraudulent charges will be removed from your balance due. I urge you to check your account at least monthly to verify activity, and notify us immediately if there are charges you do not recognize. You can view your monthly statements, as well as recent activity in PenFed Online. I hope our actions fully resolve this matter. Thank you for choosing to use a PenFed credit card and being part of the PenFed community. Sincerely, Senior Vice PresidentPayment Products and Services Tell us why here...
Dear [redacted],Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on March 15, 2017. I appreciate having the opportunity to address your concerns.We carefully reviewed your February 27, 2017 payment to your [redacted]...
account and determined the finance charge accrual was accurate. Your February 2, 2017 ending statement balance included only the finance charges accrued through that date. You paid the statement balance on February 27, 2017; however, there were finance charges for the period of February 3 through February 27, 2017 that your payment did not cover. Those finance charges accrued as a result of the cash advances you had taken, and not from purchases. There is no grace period for cash advances as there are for purchases. Therefore, you received a statement in March for these charges.As a result of your phone call on March 6, 2017, and as a courtesy to you as a longstanding member, we agreed to reverse the $50.32 finance charge. I apologize for the delayed processing of the refund. It was completed on March 15, 2017. You will see the credit on your April statement.I hope with this matter now behind us, you will again feel confident using your PenFed [redacted] card. Thank you for choosing to carry the PenFed Promise [redacted] card in your wallet. We look forward to serving you for many more years.Sincerely,Senior Vice PresidentPayment Products and Services
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:No matter what the VP stated in that letter, $1000 was taken out of my account and given to me as cash as a check at the local branch on the day of questioning as my own money. Then another thousand dollars of my own money was put on hold. There is no record of any Share loan application on file for me, not even on line, which all banks make available for their customers to see at any given time, especially it is a Promissory Note. I even selected the "tab" on line to review all documents, it doesn't even show any Share Loan documents available for me, I find that to be very suspicious and when I called in to complain again, the Representative stated to me, that maybe the paper work hasn't been filed yet, this was three weeks after this so called Share Loan was made to me, again in the form of a check as my own money. " Go figure!" Of course any financial institution will not and cannot admit that they took a thousand dollars of a customer's money. I am not making this up and the fact that I withdrew other monies has nothing to do with what I originally had my account at the time that I visited the local branch to cash a check that was given to me onsite that was technically my own money. I want my thousand dollars back, period! I have not deposited any monies in that account since because of this indiscretion, and as soon as I receive my refund of $1000.00 dollars, I will completely close out the account and be done with PenFed. Maybe someone need to investigate and talk to other customers about this so called Shared Loan process, which to me, totally takes advantage of customers who are denied a checking account based on credit issues, which at times are do to unfortunate or unforeseen circumstances such as myself, which was due a job loss. I joined PenFed because I thought it would offer the best service to me as a Veteran, and based on my experience so far, I am outraged. Please return my money, $1000 dollars either via deposit or a check and only then, I will be satisfied. [redacted]
Regards,
[redacted]
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on August 30, 2017. I appreciate having the opportunity to address your concerns. I regret we were not able to approve a decrease to the rate on...
your PenFed [redacted] account. PenFed must adhere to the Fair Credit Reporting Act and cannot offer you a rate that is outside our lending guidelines. As our credit card rates are based on the applicant’s credit score, we must pull a new consumer credit report prior to considering a rate adjustment. You agreed to the consumer credit report inquiry during the application; therefore, I am not able to remove it from your credit report. Repayment history with PenFed is not the only factor used in our determination of credit card rates. While it certainly contributes, repayment history with other creditors and utilization of existing lines of credit are some of the other factors that affect a credit score. Regrettably, based on our current lending guidelines, your score did not meet the requirements to reduce your rate. The account will remain at the current 16.99% rate. While I realize this is not the outcome you wanted, I hope this information is helpful in understanding our decision. Sincerely, Sumeet B[redacted] Senior Vice President/Chief Credit Risk Officer
Your complaint filed with the Revdex.com regarding your mortgage application with Pentagon Federal Credit Union (PenFed) was received on April 11, 2017. I appreciate having the opportunity to address your concerns.
I regret we were not able...
to proceed with your request for a $135,000 VA first mortgage purchase. When we reviewed your Certificate of Eligibility from the Department of Veterans Affairs on March 31, 2017, we found your basic entitlement was not available due to a compromise of a prior VA loan. We then reviewed whether your bonus entitlement could be used; however, it was available only for loan amounts above $144,000. Regrettably, without the VA benefit, you did not meet our lending guidelines for the purchase of this home.
I apologize for the delay, and regret we did not recognize much earlier in the process that your full entitlement benefits were unavailable. Due to this, we did not charge you for the application fees, including the appraisal.
I encourage you to speak with the Department of Veterans Affairs if you have questions about your benefits.
While we were not able to assist you with this request, I hope you will consider PenFed with your future needs.
Sincerely,
James ** C[redacted]
Senior Vice President, Mortgage Originations
[redacted] Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan was received on August 8, 2017. I appreciate having the opportunity to address your concerns. I understand your concern regarding the increase to your...
Auto Loan rate. PenFed faces greater financial risk and expense should a borrower default on a loan if the title for the collateral has not been received, and PenFed is not recorded as the lien holder. Therefore, we initiated a policy that allows us to compensate for this risk factor by imposing a higher interest rate on these loans. This information is included in the loan documents provided to you. We carefully reviewed the documents we received, and our communication with you about the title for your car. While we received several lien releases from your prior lender, we have never received the title. On February 17, 2017 and March 30, 2017 we sent the lien release to you so you could go to the Department of Motor Vehicles (DMV), switch the title from Kansas to Washington and place our lien. We are not able to place a lien with just the lien release. The title is also required. I understand your prior lender is sending another lien release. When you receive it, please take it to your local DMV and request their assistance in obtaining a duplicate title and placing our lien. Though your interest rate was scheduled to increase in February, we have granted extensions since that time. We are not able to offer another rate increase waiver as it has now been 11 months since your loan was disbursed. However, when we receive the title with our lien, we will reduce your rate again effective to the date it was increased. I hope this information is helpful for you in understanding the actions you need to take to complete the title process for your Auto Loan. We appreciate that you chose PenFed for your loan financing, and hope to have this matter resolved soon. Sincerely, Jim K[redacted]
Your complaint filed with the Revdex.com regarding your PenFed Credit Union Platinum Rewards [redacted] Signature account was received in my office on September 14, 2015. I appreciate having the opportunity to address your concerns.
I am pleased you chose to...
apply for the PenFed Platinum Rewards [redacted] Signature, one of our leading credit card products, where you earn five points on gas purchases paid at the pump, three points on supermarket purchases, and one point on all other purchases. We have not offered bonus points for new accounts on this product this year. However, we have had an ongoing promotional bonus point offer on the PenFed Premium Travel Rewards [redacted] Card. The travel rewards card offers five points on airfare purchased, one point on all other purchases, and 20,000 bonus points when you spend $2,500 within the first three months of opening the account.
If your intent was to apply for the PenFed Premium Travel Rewards [redacted] account instead, we would be pleased to close your [redacted] and open an [redacted] account and provide the 20,000 bonus points on the new account. The switch will also convert your current points to the equivalent that would have been earned with the travel rewards program. This would adjust your current points from 14,735 to 14,793 on the [redacted] account. If you are interested in accepting our offer, please contact a Member Service Representative at ###-###-####. This line is answered Monday through Friday from 7:00 AM to 11:00 PM Eastern Time, Saturday from 8:00 AM to 11:00 PM Eastern Time, and Sunday from 9:00 AM to 5:30 PM Eastern Time.
To your second point, we experienced a system outage that temporarily prevented rewards points from appearing on some cardholders’ accounts. A fix was implemented and, as of September 10, 2015, you should have been able to see all points earned to date on your account.
I understand the inconvenience and concern caused due to this issue and apologize that you were impacted. I assure you we are evaluating every step of these processes to prevent such an occurrence in the future.
I hope this clarification is helpful. I am certain we will earn your trust and grow to become your preferred financial institution. Thank you for choosing PenFed as your new financial institution and for carrying our Platinum Rewards [redacted] Signature credit card in your wallet.
Sincerely,
Senior Vice President, Card Services
PenFed Credit Union
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: You are contradicting yourself. I was advised that I could only get a deferment because I had too much "disposable cash". Now you tell me I was considered for a 15 year loan at 1/3 of what you think I can pay, and I would not be able to make those payments? If my disposable cash was greater than what you still expect me to pay, why shouldn't I get the 2%/15yr loan? I'll take that offer if presented to me, and pay it in 6 years!
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I was a victim of the Florida Floods and I provided my bank statements notarized....
Regards,
[redacted]
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) auto loan was received on March 10, 2017. I appreciate having the opportunity to address your concerns.I am very sorry to hear your vehicle was a total loss, and of the subsequent issues with...
your insurance settlement and Guaranteed Asset Protection (GAP) claim. Please accept my sincerest apology for the inaccurate information you received about who was handling your GAP claim. We recognize the responses and assistance our representatives provide directly impacts you; therefore, accuracy and clarity are of the utmost importance. I truly regret your experiences were not reflective of our commitment to providing service excellence.After receiving the insurance check on January 5, 2017, we began researching your GAP coverage. When we learned the GAP coverage was purchased directly through a dealership, we attempted to reach you on multiple occasions throughout January and February 2017 to advise you on how to proceed with your claim.We recognize the importance of submitting these claims quickly; therefore, we submitted your GAP claim to [redacted], the GAP provider, as a special courtesy on February 28, 2017. We were advised that [redacted] has since been attempting to reach you for additional information we cannot provide. Please contact Jordan B[redacted] at ###-###-#### regarding the [redacted] GAP claim.I completely understand your frustration with the delay in your claim submission. Due to the special circumstances, we moved your next loan payment due date to April 4, 2017 to allow additional time for the claim. Please be assured, once the final settlement payment arrives, it will be back-dated to the date of loss to avoid interest charges during this time. We hope the actions taken to address these issues meet with your satisfaction.I regret this matter caused you such frustration that you are considering the validity your financial relationship with us. I ask that you allow us the opportunity to restore your trust in our ability to meet your financial needs and treat you as a valued member of PenFed.Sincerely, Senior Vice President, Operations
Dear [redacted], Your complaints filed with the Revdex.com, Washington State Attorney General's Office, and the Consumer Financial Protection Bureau (CFPB) regarding your Pentagon Federal Credit Union (PenFed) statements were received on August 25, 2017. I appreciate having the...
opportunity to address your concerns. At the time your PenFed membership was opened in 2009, we were assessing a small fee for mailing consolidated and credit card statements. You opted to receive email notification of your consolidated statements and to access them through PenFed Online. We do not charge for the mailing of mortgage statements. When your mortgage closed in January of 2015, we mailed these statements to you. Earlier this year we coordinated mortgage statement delivery methods with that of the respective member’s consolidated statements. We sent out emails to impacted members in January and March of 2017 notifying them of the delivery change effective with the March statements. On March 6, 2017, we emailed you that your mortgage statement was available to view online. At your request, on March 30, 2017, we changed your mortgage statement delivery back to mail. I regret that your request to make your April 2017 payment was not completed at that time. When you called us again on April 20, 2017, your payment was processed and effective dated to April 1, 2017. The effective dating adjusted finance charge accrual and reversed the late fee assessed on April 17, 2017. Also during your April 20th call, your delivery option for your consolidated statements was changed to mail. As noted above, due to the fee for mailing consolidated statements, you were charged $1.00 in May and July. We refunded these fees to your Share account, and placed a permanent waiver on future statement fees. I hope our actions have fully resolved this matter, and you are now receiving your statements by your preferred method. I would like to thank you for entrusting PenFed with the financing of your home. We understand this is an important decision, and appreciate that you chose us. Sincerely,Senior Vice President, Mortgage Servicing
March Revdex.com EUCLID AVE., FL CLEVELAND,OHIO TO WHOM IT MAY CONCERN: RESPONSE TO MR [redacted] BED BUG COMPLAINT, LEWIS EXTEER1v1INATING COTREATED THE PROPERTY AT [redacted] , CLEVELAND, OHIO ON 10/20/2015, 10/27/AND 11/06/MR [redacted] SAID I GAVE HIM VERBAL OVER THE PHONE, WHEN WE CAME OUT TO TREAT THE PROPERTY A WRIITEN INVOICE WITH THE WARRANTY, MEAN WHILE KNEW THAT THE WARRANT WAS FOR THIRTH DAYS AFTER THE SECOND VISIT WHICH WAS ON 10/27/ALSO EACH TIME THAT CALL TO RETREAT HE SAID THERE WERE BED BUGS ON A GLUE BOARD, WHEN WE GOT TO THE PROPERTY HIS SON NEVER SHOW US ANY BED BUGS ON A GLUE BOARD, MEAN WHILE WE TREATED THE ENTIRE ANYWAY, NOW MR [redacted] STATED THAT I WOULD COME TO THE PROPERTY MY SELF, I NEVER SAID ANY SUCH THING I RUNS THE OFFICE I DON'T DO ANY SERVICE WORK, I HAVE A QUALIFIED SERVICE TECH WHICH HAS YEARS EXPERIENCE, NEXT POINT MR [redacted] CALLS ME THREE AND A HALF MONTHS AFTER THE THIRD VISIT WHICH WAS 11/6/TELLING ME HE HAS NUMEROUS GLUE BOARDS THROUGH OUT HIS PROPERTY WITH BED BUGS ON THEM, AT THAT TIME WHICH WAS 2/2512016, DUE TO THE REOCCURRENCE OF THE BED BUGS I ADVICED MR [redacted] THE SEEK HEAT TREATMENT, I GAVE HIM A NUMBER TO MY PARTNER TO CALL I ALSO IMFORMED MR [redacted] THAT THE HEAT TREATMENT COST WOULD BE AROUND $1,DUE TO THAT TYPE OF TREATMENT, I DO HAVE HEAT TREATMENT ON MY WEB SITE THIS IS ONLY DISCUSSED WHEN CUSTOMERS INQUIRE ABOUT HEAT TREARMENT, I DO ABOUT 99% CHEMICAL DUE TO COST EFFICIENT ALSO, I NEVER TOLD MR [redacted] THAT I WOULD KEEP TREATING HIS PROPERTY OVER AND OVER UNTIL BED BUGS WERE GONE HE KNEW HE HAD A THIRTY DAYS GUARANTEE AFER THE SECOND VISIT, I CAN'T UNDERSTAND WHY MR [redacted] WOULD WAIT UNTIL THREE AND A HALF MONTHS LATER ASKING FOR A RETREAT OR A REFUND, I HAVE NO CONTROL FO THE REOCCURRENCE OF BED BUGS AFTER A THREE AND A HALF MONTH TIME FRAME, WHERE BY SOMEONE COULD V BROUGHT SHE BACK IN, I IMFORMED MR [redacted] IT WOULD BEEN A SER E C GE I RETREAT, HE WANTED IT FOR FREETHANY YOU
Lewis Exterminating Co"They Don't Stay Where I Spray!" Revdex.com EUCLID AVE.,4th FL CLEVELAND OHIO TO WHOM IT MAY CONCREN: Lewis EXTERMINATING WAS HIRED TO RID BED BUGS FROM PROPERTY AT [redacted] AVE, CLEVELAND, OHIO, WE COMPLETED THE HEST TREATMENT ON 10/20/2015, WE RETURNED FOR THE 2nd TREATMENT ON 10//2015, Mr [redacted] CALLED A WEEK LATER AND SAID THERE WAS ONE BED BUG IN A STICKEY GLUE BOARD IN THE BATH ROOM, RETURNED ON 11/6/TO RETREAT THE BATH ROOM AND THE UNDERFLOORING/ TOILET STACK IN THE BASEMENT, WE EXPLAIN TO MR [redacted] THE PROPERTY WOULD RECEIVE TWO APPLICATIONS A WEEK APART AND HE WOULD RECEIVE A DAY GUARANTEE AFTER THE 2ND APPLICATION, WE DID NOT HEAR FROM MR [redacted] 2/25/2016, HE SAID THERE WERE MULTIPLE GLUE BOARDS THROUGH OUT THE HOUSE AND THERE WAS A BED BUG IN THREE GLUE BOARDS I EXPLAINED TO MR [redacted] HE WAS WAY PASSED THE WARRANTY DATE WHICH WAS 11/28/MEAN WHILE HE CALLED MONTHS LATER ASKING FOR A FREE TREATMENT, I EXPLAIN TO HIM IT WOULD BE A SERVICE CHARGE, WHICH HE DID NOT WANT TO PAY,Lewis EXTERMINATING HAS NO COMPLAINS WITH Revdex.com IN THE LAST YEARS AS FAW AS WE KNOW OF.WE HONORS ALL WARRANTY'S ON ALL SERVICE WORK PROVIDED, WE EXPLAINS TO ALL CUSTOMERS THE PROCEDURE OF WORK TO BE PERFORMED AND THE WARRANTY PROVIDED FOR THAT JOB, ANY QUESTIONS PLEASE CALL JOHN L [redacted] SRTHANK YOU JOHN L [redacted] SR
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe State of NC Department of Revenue erroneously over collected monies and a check for $was returned to mePENFED sent me a check for $15, which was sufficient.Regards, *** ***
Dear *** ***,
Your complaint filed with the Revdex.com regarding your PenFed Credit Union *** *** Cash Rewards account was received in my office on June 1, I appreciate having the opportunity to address your concerns
First and foremost, allow me to express my
sincerest apology for the poor service you received during your telephone call to PenFed on May 26, Let me assure you this is not reflective of the level of service we wish to provide our membersI ensured management was made aware of your experience
In August we made the decision to reduce the cash rewards earned with the *** *** Cash Rewards accounts and assess a $annual fee on all accounts where the cardholder does not have a qualifying PenFed productNotices of the change were mailed on August 31, to all accountholders
Your Visa account was originally opened in May of The August notice stated the annual fee would be assessed on the anniversary date of your Visa account, and as such the fee was charged for the first time in May of Your April 20, credit card statement contained a reminder that the annual fee would be charged on the next statement
The Assistant Manager of Card Services was pleased to speak with you directly regarding your concerns, and refunded the $annual fee as a courtesyWe hope the actions taken to resolve this issue meet with your satisfaction
I hope this is just the first step in restoring your confidence in PenFedWe would appreciate the opportunity to continue to be your partner in financial success
Sincerely,
John K***
Senior Vice President, Card Services
PenFed Credit Union
Dear [redacted],Your complaint filed with the Better Business. Bureau regarding your Pentagon Federal Credit Union (PenFed) Premium Travel Rewards [redacted] account was received in my office on November 28, 2016. I appreciate having the opportunity to address your concerns.Please accept...
my apology for the unsatisfactory service you received during your November 22"cal regarding the payment to your PenFed [redacted] account. Our communication with you should always be polite and professional. The details of your experience were shared with members of our management team so We can provide additional training as needed.I understand it was not clear you were paying the entire prior [redacted] statement balance on November 15, 2016 and you intended to make a payment of only $77.10, I regret our assistance did not fully resolve this matter.Thank you for following up with us again on December 2, 2016 to resolve the additional issues that arose due to the stop payment placed at [redacted]. I confirmed your $717.10 payment was transferred to the [redacted] and the balance is now zero. I ensured the fees and charges associated with this matter Were fully refunded. The $30 returned payment fee and the $30 stop payment fee from Bänk of America were reflünded to your PenFed share account. Also, the $64.82 finance charge and $25 returned check charge were refunded to your [redacted] account, I hope the actions taken to resolve this issue meet with your satisfaction.Sincerely,John K[redacted]Senior Vice PresidentPayment Products and Services
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] Gold account was received on December 1, 2017. I appreciate having the opportunity to address your concerns. I would first like to thank you for...
honoring your obligations with us. Your diligent effort over the years in paying off your jointly held [redacted] Gold account did not go unnoticed, and we truly appreciate your dedication. I completely understand your concern about the [redacted] Gold account notifications and statements. The [redacted] Gold cardholder agreement states that a minimum payment is due each month regardless of statement issuance. It further states the monthly statement may be made available to either the primary or joint owner. Our standard procedure is to send statement to the primary account holder. The full agreement is available on our website at: [redacted]. Regrettably, your $505 payment on July 15, 2016 left a small $2.99 balance due. When addressing a past-due account, it is our goal to make satisfactory payments arrangements with the primary owner. We will attempt to contact the joint owner if the primary is not responsive. Given your circumstances, I was pleased to hear the remaining balance of your account was waived as of September 2017. It is clear you intended to pay the [redacted] Gold balance in full with your July 15, 2016 payment. Based on this, we submitted a request with the three major consumer credit reporting agencies, Equifax, TransUnion, and Experian to remove all delinquency reporting after July 2016. The change will update to your credit reports within 90 days of this letter. In the meantime, please allow this letter to serve as confirmation the correction has been submitted. I hope the actions taken to resolve this issue meet with your satisfaction. I appreciate the trust you have placed in PenFed over your many years of membership. I hope you will provide us with the opportunity to continue to earn your membership in the years to come. Sincerely, Christopher J. MartinVice President, Consumer Underwriting & Processing
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: They completely ruined this process and are acting like they're doing me a favor. I now have to wait for an warranty refund before I can even get the gap finished. This should of already been complete if I wasn't lied to by their representatives. They give me a couple weeks like after their mistakes and expect I will have everything finished in a snap of a finger. They handled every step of this process horribly
Regards,
[redacted]
Dear [redacted], Your complaint filed with the Revdex.com regarding a Pentagon Federal Credit Union (PenFed) membership in your name was received in my office on June 27, 2016. I appreciate having the opportunity to address your concerns. I regret a PenFed Credit Union membership was...
fraudulently established in your name. I want to assure you, this scam did not originate within PenFed. Unfortunately, it appears your personal information was obtained by criminals who used it to open this membership and checking account. When recognized in January of 2016 that the membership was part of a scam, we immediately blocked all activity. Regrettably, we neglected to close the checking account, which resulted in the overdraft fees and notices you received. The fees assessed to the checking account were reversed, and the account and membership are now closed. The checking account balance is zero and was not reported to the consumer credit reporting agencies at any time. We did, however, submit a request on July 1, 2016 to remove the inquiry from your credit report. While the inquiry will be not be completely deleted from your credit report, they will change it to an inquiry that does not affect your score. You will continue to see the inquiry on your credit report, but it will not be seen by creditors. The change should update to your credit reports within 90 days of this letter. I hope my response assuaged your concerns and brings this matter to full closure. Please feel free to contact us at ###-###-#### if you have further concerns or questions. Sincerely, Steven G[redacted] Vice President, Financial Intelligence Unit
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on June 12, 2017. I appreciate having the opportunity to address your concerns. I am sorry to hear your PenFed [redacted] account was used...
fraudulently in October of 2016. Regulation Z guidelines require that cardholders regularly review their accounts, and report unauthorized activity within 60 days from the date of the statement on which the transactions appear. Our Card Fraud Investigations team reviewed your account. Given the nature of the fraud, your fraud claim has been accepted. The claim is in process, along with your new [redacted] account and card. The fraudulent charges will be removed from your balance due. I urge you to check your account at least monthly to verify activity, and notify us immediately if there are charges you do not recognize. You can view your monthly statements, as well as recent activity in PenFed Online. I hope our actions fully resolve this matter. Thank you for choosing to use a PenFed credit card and being part of the PenFed community. Sincerely, Senior Vice PresidentPayment Products and Services Tell us why here...
Dear [redacted],Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on March 15, 2017. I appreciate having the opportunity to address your concerns.We carefully reviewed your February 27, 2017 payment to your [redacted]...
account and determined the finance charge accrual was accurate. Your February 2, 2017 ending statement balance included only the finance charges accrued through that date. You paid the statement balance on February 27, 2017; however, there were finance charges for the period of February 3 through February 27, 2017 that your payment did not cover. Those finance charges accrued as a result of the cash advances you had taken, and not from purchases. There is no grace period for cash advances as there are for purchases. Therefore, you received a statement in March for these charges.As a result of your phone call on March 6, 2017, and as a courtesy to you as a longstanding member, we agreed to reverse the $50.32 finance charge. I apologize for the delayed processing of the refund. It was completed on March 15, 2017. You will see the credit on your April statement.I hope with this matter now behind us, you will again feel confident using your PenFed [redacted] card. Thank you for choosing to carry the PenFed Promise [redacted] card in your wallet. We look forward to serving you for many more years.Sincerely,Senior Vice PresidentPayment Products and Services
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:No matter what the VP stated in that letter, $1000 was taken out of my account and given to me as cash as a check at the local branch on the day of questioning as my own money. Then another thousand dollars of my own money was put on hold. There is no record of any Share loan application on file for me, not even on line, which all banks make available for their customers to see at any given time, especially it is a Promissory Note. I even selected the "tab" on line to review all documents, it doesn't even show any Share Loan documents available for me, I find that to be very suspicious and when I called in to complain again, the Representative stated to me, that maybe the paper work hasn't been filed yet, this was three weeks after this so called Share Loan was made to me, again in the form of a check as my own money. " Go figure!" Of course any financial institution will not and cannot admit that they took a thousand dollars of a customer's money. I am not making this up and the fact that I withdrew other monies has nothing to do with what I originally had my account at the time that I visited the local branch to cash a check that was given to me onsite that was technically my own money. I want my thousand dollars back, period! I have not deposited any monies in that account since because of this indiscretion, and as soon as I receive my refund of $1000.00 dollars, I will completely close out the account and be done with PenFed. Maybe someone need to investigate and talk to other customers about this so called Shared Loan process, which to me, totally takes advantage of customers who are denied a checking account based on credit issues, which at times are do to unfortunate or unforeseen circumstances such as myself, which was due a job loss. I joined PenFed because I thought it would offer the best service to me as a Veteran, and based on my experience so far, I am outraged. Please return my money, $1000 dollars either via deposit or a check and only then, I will be satisfied. [redacted]
Regards,
[redacted]
Dear [redacted], Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) [redacted] account was received on August 30, 2017. I appreciate having the opportunity to address your concerns. I regret we were not able to approve a decrease to the rate on...
your PenFed [redacted] account. PenFed must adhere to the Fair Credit Reporting Act and cannot offer you a rate that is outside our lending guidelines. As our credit card rates are based on the applicant’s credit score, we must pull a new consumer credit report prior to considering a rate adjustment. You agreed to the consumer credit report inquiry during the application; therefore, I am not able to remove it from your credit report. Repayment history with PenFed is not the only factor used in our determination of credit card rates. While it certainly contributes, repayment history with other creditors and utilization of existing lines of credit are some of the other factors that affect a credit score. Regrettably, based on our current lending guidelines, your score did not meet the requirements to reduce your rate. The account will remain at the current 16.99% rate. While I realize this is not the outcome you wanted, I hope this information is helpful in understanding our decision. Sincerely, Sumeet B[redacted] Senior Vice President/Chief Credit Risk Officer
Dear [redacted],
Your complaint filed with the Revdex.com regarding your mortgage application with Pentagon Federal Credit Union (PenFed) was received on April 11, 2017. I appreciate having the opportunity to address your concerns.
I regret we were not able...
to proceed with your request for a $135,000 VA first mortgage purchase. When we reviewed your Certificate of Eligibility from the Department of Veterans Affairs on March 31, 2017, we found your basic entitlement was not available due to a compromise of a prior VA loan. We then reviewed whether your bonus entitlement could be used; however, it was available only for loan amounts above $144,000. Regrettably, without the VA benefit, you did not meet our lending guidelines for the purchase of this home.
I apologize for the delay, and regret we did not recognize much earlier in the process that your full entitlement benefits were unavailable. Due to this, we did not charge you for the application fees, including the appraisal.
I encourage you to speak with the Department of Veterans Affairs if you have questions about your benefits.
While we were not able to assist you with this request, I hope you will consider PenFed with your future needs.
Sincerely,
James ** C[redacted]
Senior Vice President, Mortgage Originations
[redacted] Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) Auto Loan was received on August 8, 2017. I appreciate having the opportunity to address your concerns. I understand your concern regarding the increase to your...
Auto Loan rate. PenFed faces greater financial risk and expense should a borrower default on a loan if the title for the collateral has not been received, and PenFed is not recorded as the lien holder. Therefore, we initiated a policy that allows us to compensate for this risk factor by imposing a higher interest rate on these loans. This information is included in the loan documents provided to you. We carefully reviewed the documents we received, and our communication with you about the title for your car. While we received several lien releases from your prior lender, we have never received the title. On February 17, 2017 and March 30, 2017 we sent the lien release to you so you could go to the Department of Motor Vehicles (DMV), switch the title from Kansas to Washington and place our lien. We are not able to place a lien with just the lien release. The title is also required. I understand your prior lender is sending another lien release. When you receive it, please take it to your local DMV and request their assistance in obtaining a duplicate title and placing our lien. Though your interest rate was scheduled to increase in February, we have granted extensions since that time. We are not able to offer another rate increase waiver as it has now been 11 months since your loan was disbursed. However, when we receive the title with our lien, we will reduce your rate again effective to the date it was increased. I hope this information is helpful for you in understanding the actions you need to take to complete the title process for your Auto Loan. We appreciate that you chose PenFed for your loan financing, and hope to have this matter resolved soon. Sincerely, Jim K[redacted]
Dear [redacted],
Your complaint filed with the Revdex.com regarding your PenFed Credit Union Platinum Rewards [redacted] Signature account was received in my office on September 14, 2015. I appreciate having the opportunity to address your concerns.
I am pleased you chose to...
apply for the PenFed Platinum Rewards [redacted] Signature, one of our leading credit card products, where you earn five points on gas purchases paid at the pump, three points on supermarket purchases, and one point on all other purchases. We have not offered bonus points for new accounts on this product this year. However, we have had an ongoing promotional bonus point offer on the PenFed Premium Travel Rewards [redacted] Card. The travel rewards card offers five points on airfare purchased, one point on all other purchases, and 20,000 bonus points when you spend $2,500 within the first three months of opening the account.
If your intent was to apply for the PenFed Premium Travel Rewards [redacted] account instead, we would be pleased to close your [redacted] and open an [redacted] account and provide the 20,000 bonus points on the new account. The switch will also convert your current points to the equivalent that would have been earned with the travel rewards program. This would adjust your current points from 14,735 to 14,793 on the [redacted] account. If you are interested in accepting our offer, please contact a Member Service Representative at ###-###-####. This line is answered Monday through Friday from 7:00 AM to 11:00 PM Eastern Time, Saturday from 8:00 AM to 11:00 PM Eastern Time, and Sunday from 9:00 AM to 5:30 PM Eastern Time.
To your second point, we experienced a system outage that temporarily prevented rewards points from appearing on some cardholders’ accounts. A fix was implemented and, as of September 10, 2015, you should have been able to see all points earned to date on your account.
I understand the inconvenience and concern caused due to this issue and apologize that you were impacted. I assure you we are evaluating every step of these processes to prevent such an occurrence in the future.
I hope this clarification is helpful. I am certain we will earn your trust and grow to become your preferred financial institution. Thank you for choosing PenFed as your new financial institution and for carrying our Platinum Rewards [redacted] Signature credit card in your wallet.
Sincerely,
Senior Vice President, Card Services
PenFed Credit Union
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: You are contradicting yourself. I was advised that I could only get a deferment because I had too much "disposable cash". Now you tell me I was considered for a 15 year loan at 1/3 of what you think I can pay, and I would not be able to make those payments? If my disposable cash was greater than what you still expect me to pay, why shouldn't I get the 2%/15yr loan? I'll take that offer if presented to me, and pay it in 6 years!
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I was a victim of the Florida Floods and I provided my bank statements notarized....
Regards,
[redacted]
Your complaint filed with the Revdex.com regarding your Pentagon Federal Credit Union (PenFed) auto loan was received on March 10, 2017. I appreciate having the opportunity to address your concerns.I am very sorry to hear your vehicle was a total loss, and of the subsequent issues with...
your insurance settlement and Guaranteed Asset Protection (GAP) claim. Please accept my sincerest apology for the inaccurate information you received about who was handling your GAP claim. We recognize the responses and assistance our representatives provide directly impacts you; therefore, accuracy and clarity are of the utmost importance. I truly regret your experiences were not reflective of our commitment to providing service excellence.After receiving the insurance check on January 5, 2017, we began researching your GAP coverage. When we learned the GAP coverage was purchased directly through a dealership, we attempted to reach you on multiple occasions throughout January and February 2017 to advise you on how to proceed with your claim.We recognize the importance of submitting these claims quickly; therefore, we submitted your GAP claim to [redacted], the GAP provider, as a special courtesy on February 28, 2017. We were advised that [redacted] has since been attempting to reach you for additional information we cannot provide. Please contact Jordan B[redacted] at ###-###-#### regarding the [redacted] GAP claim.I completely understand your frustration with the delay in your claim submission. Due to the special circumstances, we moved your next loan payment due date to April 4, 2017 to allow additional time for the claim. Please be assured, once the final settlement payment arrives, it will be back-dated to the date of loss to avoid interest charges during this time. We hope the actions taken to address these issues meet with your satisfaction.I regret this matter caused you such frustration that you are considering the validity your financial relationship with us. I ask that you allow us the opportunity to restore your trust in our ability to meet your financial needs and treat you as a valued member of PenFed.Sincerely, Senior Vice President, Operations
Dear [redacted], Your complaints filed with the Revdex.com, Washington State Attorney General's Office, and the Consumer Financial Protection Bureau (CFPB) regarding your Pentagon Federal Credit Union (PenFed) statements were received on August 25, 2017. I appreciate having the...
opportunity to address your concerns. At the time your PenFed membership was opened in 2009, we were assessing a small fee for mailing consolidated and credit card statements. You opted to receive email notification of your consolidated statements and to access them through PenFed Online. We do not charge for the mailing of mortgage statements. When your mortgage closed in January of 2015, we mailed these statements to you. Earlier this year we coordinated mortgage statement delivery methods with that of the respective member’s consolidated statements. We sent out emails to impacted members in January and March of 2017 notifying them of the delivery change effective with the March statements. On March 6, 2017, we emailed you that your mortgage statement was available to view online. At your request, on March 30, 2017, we changed your mortgage statement delivery back to mail. I regret that your request to make your April 2017 payment was not completed at that time. When you called us again on April 20, 2017, your payment was processed and effective dated to April 1, 2017. The effective dating adjusted finance charge accrual and reversed the late fee assessed on April 17, 2017. Also during your April 20th call, your delivery option for your consolidated statements was changed to mail. As noted above, due to the fee for mailing consolidated statements, you were charged $1.00 in May and July. We refunded these fees to your Share account, and placed a permanent waiver on future statement fees. I hope our actions have fully resolved this matter, and you are now receiving your statements by your preferred method. I would like to thank you for entrusting PenFed with the financing of your home. We understand this is an important decision, and appreciate that you chose us. Sincerely,Senior Vice President, Mortgage Servicing