CONFIDENTIAL COMMUNICATION July 6, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’s states he would like a payment plan from Fingerhut. He claims his balance is higher than he thought it should be. He also states interest was being accrued while SafeLine was paying on his account. As we have stated previously, on December 23, 2015 SafeLine contacted Mr. [redacted] advising that proof is needed on a monthly basis for the payments to continue. On December 29, 2015 the benefit documents were received from Mr. [redacted]. On January 6, 2016 SafeLine reviewed the documents received from Mr. [redacted] and a payment in the amount of $179.97 was made for the months of October 2015, November 2015, and December 2015. Mr. [redacted] contacted SafeLine on March 22, 2016 requesting the benefit be closed so he could place additional orders. The benefit was closed per Mr. [redacted] request, however, he was unable to place any orders due to his account being closed. Mr. [redacted] may no longer provide additional proof for his Unemployment SafeLine benefit due to the amount of time that has passed since he closed his benefit. In the SafeLine policy it states, “Approved benefits will be retroactively applied to your account for up to ninety (90) days prior to the receipt of the Benefit Activation Application.” During the time SafeLine was active on the account interest was still being accrued per the terms and conditions Mr. [redacted] agreed to upon enrolling in SafeLine benefits. We have sent an itemized statement to Mr. [redacted] for his viewing. His balance after SafeLine made payments on January 13, 2016 was $808.11. Our records indicate five late fees were assessed to Mr. [redacted] account between February 13, 2016 and June 13, 2016. It is our policy to suspend late fees after three consecutive cycles of delinquency. We have issued a credit of two $37.00 late fees that were assessed to Mr. [redacted]’s account, he will see this credit on his next billing statement. Mr. [redacted] is responsible for payments on his Fingerhut Account. At this time the current balance on his account is $1,063.68. A minimum payment of $69.99 is due by July 9, 2016. At this time Mr. [redacted] account is not delinquent, however as a one-time an exception we will be able to offer him a payment plan. If Mr. [redacted] has any further questions regarding SafeLine, he may call SafeLine Customer Service at ###-###-#### Monday through Friday 7AM to 7PM or he may contact the Executive Care Team at ###-###-#### Monday through Friday 8AM to 5PM for information regarding a payment plan. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
1 agreement with Fios (per 1/**/16 is for title play package for 99.99. plus FIOS equipment package for 182 charged for equipment package for $23 (not 18). we did not ask for an additional equipment (or received one)3 charged for FIOS preferred HD package. verizon to explain why this is different from the one in the triple play package that already includes preferred HD, and based on what authorization change was made4 original order did not include charge for extent coax bridge. we were not told that additional equipment includes $75 charge. verizon to explain5 charged for multi room DVR service. we don't have (never had) multi room service. this was already explained to verizon several times over telephone calls6 we did not receive any voicemails. verizon to explain when and at what number message was left.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The person contacted me (Owen) from the Executive Team had promise me twice that someone would contact me within 24 hours for lower pricing but never happened. Instead I called Verizon myself after one whole week waiting and mentioned the situation but was told no better price available. I cancelled the two year contract within 30 days (no panelty) as suggested by Owen. However, after calling him several times, finally I spoke to Owen again last week but he just kept saying the only thing he could do was to cancel my service with Verizon and he even suggested that I should go to other provider like Camcast. I think it is a complete waste of time. Verizon refused to honor the price they promised, refuse to assist their customer and direct their customer to leave. I am very disappointed. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I spoke to [redacted] on 3/*/17. [redacted] questioned when a suspension notice had been sent. I advised that Verizon first called on 1/**/17 and advised of the pending suspension for nonpayment. A letter was then mailed on 1/**/17 advising of the same. Payment was not received and services were suspended. I advised that the restoral fee of $260.70 billed on 12/**/16 was incorrect. The account billed the restoral fee three times as there were three orders processed to restore services. A credit in the amount of $200.63 was applied to the account for the incorrect charges billed. [redacted] understood and was satisfied with the explanation and resolution.
Our records indicate that there were two refund checks issued to the customer. There was a refund check in the amount of $514.47 issued on check [redacted] on December **, 2016 and a refund check in the amount of $348.08 issued on check [redacted] on January *, 2017.
Please be advised Verizon records show a technician was dispatched Saturday September *, 2015 and replaced the Optical Network Terminal. We spoke to [redacted] September *, 2015 and she confirmed everything was working. We have issued credits for all the services for the time they were...
not working. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Upon receipt of the complaint, I spoke with the customer on January **,2018 and apologized for the inconvenience. His concern was referred to the appropriate department to review and investigate. According to our records, [redacted] placed the renewal order on-line via [redacted]. The...
discounts and expiration dates are printed on each monthly bill statement. The expiration dates of the discounts vary i.e. 12 months, 24 months. The customer is receiving a Valued Customer discount which expired on January **, 2018 and there is a discount for a Premium Channel which is due to expire on February *, 2018. On January **, 2018 [redacted] spoke with a representative about the expired discounts and stated they were told to call prior to the expiration of the discounts so it can be added back for an additional 12 months. The representative reviewed the account and there are notes showing the customer spoke with the representative about the discounts supporting his claim. It shows [redacted] spoke with several representative about the expiring discounts but no notes supporting his claim that the discount would be added back to the account. At present, there is no discount available. The representative apologized and advised we can not guarantee what promotions would be available in advance and explained other options to which he declined. I spoke with [redacted] on January ** and advised the result of our investigation. The customer thanked me for the call; however he is not satisfied with the outcome.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Verizon has attempted to contact me exclusively during hours when I am not available. I have attempted to return the calls, but I cannot navigate the phone menu back to a human. I have not receive an e-mail with a phone number, but would like to. Please resend this e-mail.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A refund check #[redacted] for $795.20 was issued to [redacted] on 3/**/2017. She should receive the check in 7-10 business days. An email confirming this was sent to [redacted] on 3/**/2017
I am rejecting this response because:
Fingerhut added interest and amount of slip covers to my account causing the payment to jump from $46.99 to 69.99. Their fee schedule clearly states the payment for the balance owed is $46.99. They keep calling me for the additional 20.00. I have never had one late payment on this account. I will continue to pay the 46.99 until balance drops to a level where the payment will also drop. Thank you, [redacted]
Please be advised, Verizon spoke with the consumer on 10/**/15 and rebundled the consumers account. In speaking with the consumer he advised the online pricing reflected the bundle at $92.99 (plus tax,etc). Verizon's E-Commerce team was able to rebundle the consumers account (Phone/Data)...
at a monthly price of $82.99 (plus taxes,fees,etc). The consumer has accepted this offer. The order carries a due date of 10/**/15. Verizon apologizes for any confusion surrounding the online offers.
On 3/**/17, Verizon reviewed the issued further. Verizon repurchased the item from the EOS. On 3/**/17, Verizon issued a credit of $107.81 to adjust the total account balance bringing it to a zero. The customer was advised. Verizon has explained to the customer removing the item from the credit agency takes approximately 30 days to update their records . We apologize for the inconvenience this matter has caused [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 and the matter has been resolved. Thank you for all your help in this matter.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I would like for Verizon to show proof of this account that I owe and the address it was affiliated with. I also paid Verizon back some years ago in 2010 on a account before I bought my house which was in 2012. I only had one account, I would like to see proof of this accusation and want it off my credit report. How do they pop up with this erroneous account from nowhere. What address is this account affiliated with?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attachment for our response as it exceeds the 2,000 max character limit. Sincerely, Vi [redacted]Executive Care Team VF/rg
A customer service representative contacted the customer and advised the customer that she had to pay the balance in full for the first 90 days from the date on install to qualify for the $400.00 gift card. This account has had a balance carry over since the first bill dated...
12-**-2015. An email along with a letter sent by [redacted] on 02/**/16 indicating that the account balance must be paid by 03/**/16 or the $400.00 gift card would be canceled. The gift card was forfeited when these guidelines were not met.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
On October **, Jo Ann D. from the Verizon Executive Relations Team emailed me this: [redacted].Attached is my response to her. October **: Dear Ms. D. : Thank you for your reply. Do you not have access to my account to get updated information before you consider an issue as resolved? There was a technician at our house on Saturday, October *. He tested our DSL speed and it was within the acceptable range. We explained to him (as I did in my complaint to the Revdex.com), that the slow speed problem is intermittent and comes and goes. We also explained that sometimes the DSL goes out completely and it has been this way for the past 3 months. The technician advised it was due to "congestion" on the internet, (too many users accessing the system), and there was nothing that could be done. The slow speed issues started all over again on Sunday October * and the speeds were terrible for the next few days with a lot of instances of packet loss and loosing internet due to timing out. My neighbors had called and another technician opened up a group ticket which apparently included my account. Group ticket # [redacted]. For the past 2 days we had no internet at all due to a widespread outage. It finally came back on again yesterday afternoon. I am not sure if the repair they made from the outage has fixed our issues or not. It's too early for me to decide that. It should not take this long to identify and fix a problem. Nor should Verizon consider an issue resolved when there is still an issue the next day a wide-spread outage for 2 days. As a consumer, this is not acceptable. I was refunded for 3 months of interrupted and poor service, and now we are half way through the fourth month. Can you assure me I will have no more similar issues?--------- She has not responded. Right now, our internet is running smoothly since the last repair made on October **. I would like a $30 credit for the month of October. ---------She has not responded.l. Right now, our internet is running smoothly since the last repair made on October **. I would like credit for the month of October.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he ordered and received the Stereo Receiver with extensive damage including dents, mounting clips that were broken and a broken power button. He states that he emailed us immediately and requested a significant discount if he kept the damaged receiver or he wanted to exchange the receiver for another receiver of his choosing. He indicates we asked if he would like a return label to return the item to us. Mr. [redacted] states he requested the return label but never received it. Mr. [redacted] is requesting to return the item for an exchange or for a significant discount he is willing to keep the item. Our records indicate Mr. [redacted] placed his order which included the Stereo Receiver on October 19, 2016. The item shipped directly from our vendor to the address we have on file for Mr. [redacted]. We received an email from Mr. [redacted] on October 25, 2016 advising of the damaged item he received. There is no indication in the original email we received from Mr. [redacted] that he wanted an exchange for another item. He only indicated that he did not want to pay full price for the damaged item. The agent replied and asked Mr. [redacted] if he wanted the return label to be mailed to him or if he had access to a printer so he could print the return label through email. We have no record of receiving a response from Mr. [redacted]. On December 19, 2016 we received another email from Mr. [redacted] in which he indicated he had made a payment on his account and that he had emailed us previously regarding the damaged receiver he had received. He stated he refused to pay full price for the item and that he would keep it with a significant discount or exchange it for a different receiver. The agent responded by sending the return instructions to Mr. [redacted]. Mr. [redacted] reiterated that the item was received damaged and asked if he could exchange the receiver he received for item number NBCTK Pyle 7- Channel 350W AM/FM Receiver. The agent responded and asked Mr. [redacted] to contact Customer Service for further assistance since the item had not yet been returned and no credit had been issued for the damaged item. We have no record of further contact from Mr. [redacted]. Since the item was received with significant damage we are requesting Mr. [redacted] to return the item to us. Return labels may be printed directly from our website at www.fingerhut.com. Please allow up to 10 days for us to receive and process the return and a prompt credit will be completed. Since the item Mr. [redacted] is requesting is different than the original item he ordered, credit will be issued for the original order and a new order will need to be placed for the item he is requesting. We sincerely apologize for any inconvenience caused by Mr. [redacted] receiving the original item damaged. If Mr. [redacted] has further questions he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION July 6, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’s states he would like a payment plan from Fingerhut. He claims his balance is higher than he thought it should be. He also states interest was being accrued while SafeLine was paying on his account. As we have stated previously, on December 23, 2015 SafeLine contacted Mr. [redacted] advising that proof is needed on a monthly basis for the payments to continue. On December 29, 2015 the benefit documents were received from Mr. [redacted]. On January 6, 2016 SafeLine reviewed the documents received from Mr. [redacted] and a payment in the amount of $179.97 was made for the months of October 2015, November 2015, and December 2015. Mr. [redacted] contacted SafeLine on March 22, 2016 requesting the benefit be closed so he could place additional orders. The benefit was closed per Mr. [redacted] request, however, he was unable to place any orders due to his account being closed. Mr. [redacted] may no longer provide additional proof for his Unemployment SafeLine benefit due to the amount of time that has passed since he closed his benefit. In the SafeLine policy it states, “Approved benefits will be retroactively applied to your account for up to ninety (90) days prior to the receipt of the Benefit Activation Application.” During the time SafeLine was active on the account interest was still being accrued per the terms and conditions Mr. [redacted] agreed to upon enrolling in SafeLine benefits. We have sent an itemized statement to Mr. [redacted] for his viewing. His balance after SafeLine made payments on January 13, 2016 was $808.11. Our records indicate five late fees were assessed to Mr. [redacted] account between February 13, 2016 and June 13, 2016. It is our policy to suspend late fees after three consecutive cycles of delinquency. We have issued a credit of two $37.00 late fees that were assessed to Mr. [redacted]’s account, he will see this credit on his next billing statement. Mr. [redacted] is responsible for payments on his Fingerhut Account. At this time the current balance on his account is $1,063.68. A minimum payment of $69.99 is due by July 9, 2016. At this time Mr. [redacted] account is not delinquent, however as a one-time an exception we will be able to offer him a payment plan. If Mr. [redacted] has any further questions regarding SafeLine, he may call SafeLine Customer Service at ###-###-#### Monday through Friday 7AM to 7PM or he may contact the Executive Care Team at ###-###-#### Monday through Friday 8AM to 5PM for information regarding a payment plan. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
1 agreement with Fios (per 1/**/16 is for title play package for 99.99. plus FIOS equipment package for 182 charged for equipment package for $23 (not 18). we did not ask for an additional equipment (or received one)3 charged for FIOS preferred HD package. verizon to explain why this is different from the one in the triple play package that already includes preferred HD, and based on what authorization change was made4 original order did not include charge for extent coax bridge. we were not told that additional equipment includes $75 charge. verizon to explain5 charged for multi room DVR service. we don't have (never had) multi room service. this was already explained to verizon several times over telephone calls6 we did not receive any voicemails. verizon to explain when and at what number message was left.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The person contacted me (Owen) from the Executive Team had promise me twice that someone would contact me within 24 hours for lower pricing but never happened. Instead I called Verizon myself after one whole week waiting and mentioned the situation but was told no better price available. I cancelled the two year contract within 30 days (no panelty) as suggested by Owen. However, after calling him several times, finally I spoke to Owen again last week but he just kept saying the only thing he could do was to cancel my service with Verizon and he even suggested that I should go to other provider like Camcast. I think it is a complete waste of time. Verizon refused to honor the price they promised, refuse to assist their customer and direct their customer to leave. I am very disappointed. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I spoke to [redacted] on 3/*/17. [redacted] questioned when a suspension notice had been sent. I advised that Verizon first called on 1/**/17 and advised of the pending suspension for nonpayment. A letter was then mailed on 1/**/17 advising of the same. Payment was not received and services were suspended. I advised that the restoral fee of $260.70 billed on 12/**/16 was incorrect. The account billed the restoral fee three times as there were three orders processed to restore services. A credit in the amount of $200.63 was applied to the account for the incorrect charges billed. [redacted] understood and was satisfied with the explanation and resolution.
The customer’s service was restored on 06/**/16. The customer will receive out of service credit for the time they were without telephone service.
Our records indicate that there were two refund checks issued to the customer. There was a refund check in the amount of $514.47 issued on check [redacted] on December **, 2016 and a refund check in the amount of $348.08 issued on check [redacted] on January *, 2017.
Please be advised Verizon records show a technician was dispatched Saturday September *, 2015 and replaced the Optical Network Terminal. We spoke to [redacted] September *, 2015 and she confirmed everything was working. We have issued credits for all the services for the time they were...
not working. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Upon receipt of the complaint, I spoke with the customer on January **,2018 and apologized for the inconvenience. His concern was referred to the appropriate department to review and investigate. According to our records, [redacted] placed the renewal order on-line via [redacted]. The...
discounts and expiration dates are printed on each monthly bill statement. The expiration dates of the discounts vary i.e. 12 months, 24 months. The customer is receiving a Valued Customer discount which expired on January **, 2018 and there is a discount for a Premium Channel which is due to expire on February *, 2018. On January **, 2018 [redacted] spoke with a representative about the expired discounts and stated they were told to call prior to the expiration of the discounts so it can be added back for an additional 12 months. The representative reviewed the account and there are notes showing the customer spoke with the representative about the discounts supporting his claim. It shows [redacted] spoke with several representative about the expiring discounts but no notes supporting his claim that the discount would be added back to the account. At present, there is no discount available. The representative apologized and advised we can not guarantee what promotions would be available in advance and explained other options to which he declined. I spoke with [redacted] on January ** and advised the result of our investigation. The customer thanked me for the call; however he is not satisfied with the outcome.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Verizon has attempted to contact me exclusively during hours when I am not available. I have attempted to return the calls, but I cannot navigate the phone menu back to a human. I have not receive an e-mail with a phone number, but would like to. Please resend this e-mail.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A refund check #[redacted] for $795.20 was issued to [redacted] on 3/**/2017. She should receive the check in 7-10 business days. An email confirming this was sent to [redacted] on 3/**/2017
I am rejecting this response because:
Fingerhut added interest and amount of slip covers to my account causing the payment to jump from $46.99 to 69.99. Their fee schedule clearly states the payment for the balance owed is $46.99. They keep calling me for the additional 20.00. I have never had one late payment on this account. I will continue to pay the 46.99 until balance drops to a level where the payment will also drop. Thank you, [redacted]
Please be advised, Verizon spoke with the consumer on 10/**/15 and rebundled the consumers account. In speaking with the consumer he advised the online pricing reflected the bundle at $92.99 (plus tax,etc). Verizon's E-Commerce team was able to rebundle the consumers account (Phone/Data)...
at a monthly price of $82.99 (plus taxes,fees,etc). The consumer has accepted this offer. The order carries a due date of 10/**/15. Verizon apologizes for any confusion surrounding the online offers.
On 3/**/17, Verizon reviewed the issued further. Verizon repurchased the item from the EOS. On 3/**/17, Verizon issued a credit of $107.81 to adjust the total account balance bringing it to a zero. The customer was advised. Verizon has explained to the customer removing the item from the credit agency takes approximately 30 days to update their records . We apologize for the inconvenience this matter has caused [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 and the matter has been resolved. Thank you for all your help in this matter.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I would like for Verizon to show proof of this account that I owe and the address it was affiliated with. I also paid Verizon back some years ago in 2010 on a account before I bought my house which was in 2012. I only had one account, I would like to see proof of this accusation and want it off my credit report. How do they pop up with this erroneous account from nowhere. What address is this account affiliated with?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
May 19, 2017 ...⇄ Revdex.com of...
Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attachment for our response as it exceeds the 2,000 max character limit. Sincerely, Vi [redacted]Executive Care Team VF/rg
A customer service representative contacted the customer and advised the customer that she had to pay the balance in full for the first 90 days from the date on install to qualify for the $400.00 gift card. This account has had a balance carry over since the first bill dated...
12-**-2015. An email along with a letter sent by [redacted] on 02/**/16 indicating that the account balance must be paid by 03/**/16 or the $400.00 gift card would be canceled. The gift card was forfeited when these guidelines were not met.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
On October **, Jo Ann D. from the Verizon Executive Relations Team emailed me this: [redacted].Attached is my response to her. October **: Dear Ms. D. : Thank you for your reply. Do you not have access to my account to get updated information before you consider an issue as resolved? There was a technician at our house on Saturday, October *. He tested our DSL speed and it was within the acceptable range. We explained to him (as I did in my complaint to the Revdex.com), that the slow speed problem is intermittent and comes and goes. We also explained that sometimes the DSL goes out completely and it has been this way for the past 3 months. The technician advised it was due to "congestion" on the internet, (too many users accessing the system), and there was nothing that could be done. The slow speed issues started all over again on Sunday October * and the speeds were terrible for the next few days with a lot of instances of packet loss and loosing internet due to timing out. My neighbors had called and another technician opened up a group ticket which apparently included my account. Group ticket # [redacted]. For the past 2 days we had no internet at all due to a widespread outage. It finally came back on again yesterday afternoon. I am not sure if the repair they made from the outage has fixed our issues or not. It's too early for me to decide that. It should not take this long to identify and fix a problem. Nor should Verizon consider an issue resolved when there is still an issue the next day a wide-spread outage for 2 days. As a consumer, this is not acceptable. I was refunded for 3 months of interrupted and poor service, and now we are half way through the fourth month. Can you assure me I will have no more similar issues?--------- She has not responded. Right now, our internet is running smoothly since the last repair made on October **. I would like a $30 credit for the month of October. ---------She has not responded.l. Right now, our internet is running smoothly since the last repair made on October **. I would like credit for the month of October.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION January 3, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he ordered and received the Stereo Receiver with extensive damage including dents, mounting clips that were broken and a broken power button. He states that he emailed us immediately and requested a significant discount if he kept the damaged receiver or he wanted to exchange the receiver for another receiver of his choosing. He indicates we asked if he would like a return label to return the item to us. Mr. [redacted] states he requested the return label but never received it. Mr. [redacted] is requesting to return the item for an exchange or for a significant discount he is willing to keep the item. Our records indicate Mr. [redacted] placed his order which included the Stereo Receiver on October 19, 2016. The item shipped directly from our vendor to the address we have on file for Mr. [redacted]. We received an email from Mr. [redacted] on October 25, 2016 advising of the damaged item he received. There is no indication in the original email we received from Mr. [redacted] that he wanted an exchange for another item. He only indicated that he did not want to pay full price for the damaged item. The agent replied and asked Mr. [redacted] if he wanted the return label to be mailed to him or if he had access to a printer so he could print the return label through email. We have no record of receiving a response from Mr. [redacted]. On December 19, 2016 we received another email from Mr. [redacted] in which he indicated he had made a payment on his account and that he had emailed us previously regarding the damaged receiver he had received. He stated he refused to pay full price for the item and that he would keep it with a significant discount or exchange it for a different receiver. The agent responded by sending the return instructions to Mr. [redacted]. Mr. [redacted] reiterated that the item was received damaged and asked if he could exchange the receiver he received for item number NBCTK Pyle 7- Channel 350W AM/FM Receiver. The agent responded and asked Mr. [redacted] to contact Customer Service for further assistance since the item had not yet been returned and no credit had been issued for the damaged item. We have no record of further contact from Mr. [redacted]. Since the item was received with significant damage we are requesting Mr. [redacted] to return the item to us. Return labels may be printed directly from our website at www.fingerhut.com. Please allow up to 10 days for us to receive and process the return and a prompt credit will be completed. Since the item Mr. [redacted] is requesting is different than the original item he ordered, credit will be issued for the original order and a new order will need to be placed for the item he is requesting. We sincerely apologize for any inconvenience caused by Mr. [redacted] receiving the original item damaged. If Mr. [redacted] has further questions he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw