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:
This remains the absurdity of their position and failure to address the essential underlying concern. The DHCP Server side error they had to fix on 5 separate occasions violated their advertising for the home service * [redacted] With only 4 devices connected their connection produced DHCP conflict errors every time a laptop was removed from the area and the same laptop returned to the area for network connectivity. This is a server configuration error on Verizon's end in violation of their advertised reliable service class. Verizon is like a recalcitrant teenager in this case; nothing is ever "there fault" but not for any valid reason since the reasons offered continually change. Verizon indicated that it was a laptop problem when this was proven empirically false by the customer they changed to a temporary network issue, then changed to a package issue, then a router issue, and now it should be a business account. Like a teenager caught out after curfew their excuses continue to evolve with ever increasing transparency. I asked Verizon on multiple occasions to send out a tech to investigate the issue offering to make time they refused without a hefty service charge despite advertising reliable service.
This reason also conflicts with their most recent e-mail to me when they offered to send out a service tech because of the DHCP error. Basically Verizon has tried every excuse except for taking responsibility for advertising one level of service while delivering another.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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].
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] 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 Ms. [redacted] regarding a Fingerhut/FreshStart Account. Ms. [redacted] claims she purchased a defective Keurig from Fingerhut. She has requested prepaid postage labels to return the product however has not received them. She is wanting to return to product and be credited for what she has paid on her account. Our records indicate Ms. [redacted] purchased a Keurig K55 Single-Serve Brewer on April 23, 2016. On May 6, 2016 Ms. [redacted] contacted Fingerhut stating the Keurig was defective. Fingerhut does require returns and exchanges to be made in accordance to our return policy, which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” A return label would have been included in the original package, however on that same date a prepaid postage label was mailed to Ms. [redacted]’s address, [redacted] Harlingen, TX 78550. Ms. [redacted] contacted Fingerhut on May 20, 2016 stating she never received the prepaid postage label. On that same date, an additional postage label was mailed. On June 14, 2016 a third prepaid postage label was mailed to Ms. [redacted]. She should allow 7 to 10 business days to receive the postage label. Considering Ms. [redacted] contacted Fingerhut within 30 days of the purchase date we will issue her credit or exchange upon review of the item once received. As Ms. [redacted] is returning the Keurig to Fingerhut she is still required to make the minimum payments due on her account. At this time the current balance on her account is $131.38. A minimum payment of $23.52 is due by June 20, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Subsequent to receipt of the complaint, a Verizon billing representative contacted [redacted]. The customer stated he requested that the account be disconnected because he was upset that the Verizon representative would rather him disconnect that give him a $30 credit for the late...
fees. As a courtesy, the representative agreed to issue the $30 credit. [redacted] wanted the representative to restore his service. The representative advised that his request would have to be treated as a new-connect request. The representative advised the customer she would waive the $80 activation fee but he would have to pay the early termination fee because the customer should have called Verizon before disconnecting the service. On August *, 2016, the representative spoke with the customer and began to negotiate the service order. She quoted him a two-year contract at $49.99 for the first twelve (12) months, then $59.99 for the remainder of the contract or the remaining twelve months. She reminded [redacted] that she would credit the $80 activation fee. The customer said he wanted to pay $49.99 rate for the entire two-year contract. The representative advised that it was no longer an available promotion. The customer also wanted the representative to credit the early termination fee. The customer advised if the representative could not adhere to those terms, he was not interested in doing the order. The early termination fee was sustained and no order was issued. No further action by Verizon is required.
1/**/17 Verizon Appeals Billing Representative spoke with customer, apologized for his billing troubles advised the customer after his investigation [redacted] is being charged $64.99 for his Double Play 50/50 and Freedom Essentials. After taxes and fees the total bill would be...
approximately $78.14. The Representative explained this is the correct rate and we are not able to discount this rate any further. [redacted] was dissatisfied with bundle rate and wants a rate of $44.99. No supporting documentation was found that the customer was offered a $44.99 rate and the customer has nothing in writing confirming that rate. [redacted] requested no additional contact and to provide a response through the Revdex.com.
June 30, 2017 Re: [redacted] Case # 12236148 We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding Old Pueblo Traders VIP Plus program. In Ms. [redacted]'s inquiry, she states she made a purchase for a...
skirt, ballerina flats, two cardigans and a velour pant set from Old Pueblo Traders on October 20, 2014 and was enrolled in the Old Pueblo Traders VIP Plus program without her knowledge. In contacting VIP Plus, they offered her a six month refund. Ms. [redacted] is requesting a full refund, to be removed from Old Pueblo Traders and their affiliated companies mailing and email lists and for this predatory program to be immediately stopped. To enroll in the Old Pueblo Traders VIP Plus program, Ms. [redacted], was first required to click on the offer and she was then taken to a web page that fully disclosed the terms, benefits, and costs of the Old Pueblo Traders VIP Plus program. By entering her e-mail address, zip code and clicking the "Join" button, she activated a membership in Old Pueblo Traders VIP Plus program. Had she skipped any one of these steps, no membership would have been established. Per Ms. [redacted]'s request and consistent with the terms and conditions of the Old Pueblo Traders VIP Plus program, we canceled her membership on June 13, 2017 and issued six credits of $14.97 each to her Discover Card ending in [redacted]. On June 29, 2017, twenty-six additional credits of $14.97 each and one credit of $1.99 were also credited to Ms. [redacted]'s Discover Card ending in [redacted]. The total amount of credits issued to Ms. [redacted]'s Discover Card to date is $481.03. She has been refunded for the total amount she paid for the Old Pueblo Traders VIP Plus program. We have removed Ms. [redacted] from Old Pueblo Traders and all of our affiliated companies mailing and email address per her request. Thank you for allowing us to explain. Diane [redacted]
Please be advised we spoke with [redacted] today to review her concerns with re-bundling her service. We provided the lowest price point for her current service would be $99.99 bundle rate for 2 years. We explained she is currently in a contract until August **, 2017 and if she were to cancel the early termination fee is currently $30. She stated she can get a lower rate with cable and is considering canceling her services. She will contact Customer service if she chooses to close the account. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
Please be advised Verizon records show the request was made prior to the complaint but further research shows it was not deleted from the credit bureaus. A request was made June **, 2015 and can take up to 30 days to be removed from all bureaus. A letter was sent to [redacted]...
to show the request was made to remove the account. [redacted]’s second request to cancel her current services without being billed an early termination fee was denied. We corrected the wrong on the old account, but that cannot negate the new service contract she entered for services. We sincerely apologize for the frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, [redacted] Verizon Executive Relations
...⇄ # [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
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]
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [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. In Mr. [redacted]’s inquiry, he states that three items on two separate orders were charged and never shipped and wants a refund for the items and shipping costs. After reviewing Mr. [redacted]’s account, we show the Imaginext Deluxe T-Rex and the K-Swiss Men’s X-160 CMF Crosstrainers were shipped on December 6, 2016 and the tracking information shows it was delivered and left on the porch on December 20, 2016 at 12:04 P.M. The second item in question was a Sony PS4 500GB Uncharted 4 Multi Game Bundle. This item is a kit and some of the items were shipped separately. The console was shipped on December 9, 2016 and was delivered to the Porch on December 15, 2016 at 11:17 A.M. The three games included with this bundle were shipped on December 8, 2016 and show delivered to the porch on December 13, 2016 at 12:38 P.M. If Mr. [redacted] still has not received these items, he will need to contact our Customer Service office for further instructions on how to handle the issue. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may have any further questions he may call in to our Customer Service office at ###-###-#### between the hours of 8:00 AM and 8:00 PM, Monday – Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon’s records indicate that [redacted] disconnected account number [redacted] on 6/*/15. She received a final bill...
with a credit balance of $68.66 which was refunded on 9/**/15. A review of [redacted] s account does not reflect an additional payment of $68.66 applied to the account number [redacted] referenced above on 11/*/15. [redacted] states she will submit the dispute through her banking institution to have the draft reversed. Verizon will follow up with [redacted] on the outcome. We regret any inconvenience this may have caused. We trust this information will assist you in closing this case. Lupe Verizon SW Executive Relations Tell us why here...
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.
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]
On June *, 2016, subsequent to receipt of the complaint, I contacted [redacted] and apologized for the alleged rude behavior by Verizon representatives, etc. Ms. also objected to being asked to troubleshoot with Company representatives. I politely responded by stating that troubleshooting can...
prove to be effective and efficient in that sometimes a problem can be resolved with simple measures taken. Nevertheless, [redacted] advised that a technician was out that day and told her that her computer has a virus. The trouble report reflects that the technician found issues with the customer’s equipment/electronics. She thought she was covered by a security plan but her account does not reflect any such service on her account. [redacted] was upset and wanted to know what are her options regarding maintaining the integrity of her internet. I advised I would forward her concern to our Fiber Solutions Center to contact her and advise her of available options. A Fiber Solutions Center representative spoke to the customer and verified that a technician was dispatched and service verified to be working fine. No further issues per the customer.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.Our records indicate Ms. [redacted] purchased a HP Pavilion 11.6" Touch Screen 4GB Convertible Laptop – Silver on November 9, 2015 for $606.23. On January 28, 2016 Ms. [redacted] returned the laptop back to Fingerhut for credit. The full merchandise price in the amount of $549.99 plus the tax amount of $41.25 was credited on that same date. However, as our return policy states, “the original shipping/handling is nonrefundable on returned merchandise if the item is not damaged, defective, or in the case of a shipping error.” Ms. [redacted] was required to pay for the original shipping/handling of $14.99. Likewise, a return postage fee of $7.95 was deducted from the credit because it was sent back to us for a “non-qualifying” reason. Ms. [redacted] did not specify the reason for the return. On March 7, 2016, as a one-time courtesy to Ms. [redacted], the return shipping as [redacted] as the return postage fee was credited to her account. This created a credit of $41.34. A refund check for that amount was mailed to Ms. [redacted] address ([redacted] Corona, CA 92880) on March 8, 2016. From that date, she should allow up to 30 business days to receive the check. If Ms. [redacted] has not received the check at this time, she should contact Customer Service at ###-###-#### Monday through Friday 8AM-8PM.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 find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]
The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers (Actiontec MI424WR Rev A, C, D, E or F, or the Westell 9100EM Rev A or C). For these customers, Verizon offers the opportunity to upgrade...
to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the WPA2 protocol), and provide a better customer experience. However, if [redacted] does not wish to upgrade, he will be billed for a router maintenance surcharge of $2.80 per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router. Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade. Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she received notification that her available credit was increased and when she tried to use it, Ms. [redacted] received an error code. Ms. [redacted] also inquired as to why she was not able to place orders using her debit card. On October 25, 2016, Ms. [redacted] attempted to place an order on our website. At the time of the order being placed, her credit limit had been decreased from $800.00 to $300.00. A letter was sent the same day explaining the reason for the credit line decrease to the address we have on file for her. As stated in the terms and conditions of the account that Ms. [redacted] agreed to when she opened it, “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Ms. [redacted] contacted us on October 25, 2016 asking the reason for the credit line decrease. The agents correctly advised Ms. [redacted] that a letter had been sent to her and to allow more time to receive the letter explaining the reason for the decrease to her credit limit. Regarding, Ms. [redacted]’s inquiry of receiving and error message when using her debit card. Ms. [redacted]’s first order was placed with a debit card and successfully shipped. When Ms. [redacted] attempted to place another order on the same day, with the same billing and shipping addresses, the debit card was declined because of a fraud prevention rule within the processing system. These rules are in place to protect consumers, and we apologize for the inconvenience this caused Ms. [redacted]. The third attempt in placing an order on the same day, the debit card declined the sale. We are unsure of the reason for the third attempt declined, and suggest Ms. [redacted] check with her financial institution for additional information. If Ms. [redacted] has any further question she may contact our Customer Service Department, Monday-Friday between the hours of 8:00 am and 8:00 pm, Central Time at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
Verizon has reviewed this matter further. Records show the bill date for the account is the [redacted] of the month and the service was disconnected on 1/**/16. Records show effective bill date credits are back to 11/**/15. The final bill has not been issued. The final bill for this account would be in our systems 30 days from 1/**/16. The final balance should not reflect a charge. Verizon representatives have made several attempts to contact the customer to discuss this matter with no success. Verizon has provided our contact information via mail. We will be happy to reopen this case once the customer makes contact.
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:
This remains the absurdity of their position and failure to address the essential underlying concern. The DHCP Server side error they had to fix on 5 separate occasions violated their advertising for the home service * [redacted] With only 4 devices connected their connection produced DHCP conflict errors every time a laptop was removed from the area and the same laptop returned to the area for network connectivity. This is a server configuration error on Verizon's end in violation of their advertised reliable service class. Verizon is like a recalcitrant teenager in this case; nothing is ever "there fault" but not for any valid reason since the reasons offered continually change. Verizon indicated that it was a laptop problem when this was proven empirically false by the customer they changed to a temporary network issue, then changed to a package issue, then a router issue, and now it should be a business account. Like a teenager caught out after curfew their excuses continue to evolve with ever increasing transparency. I asked Verizon on multiple occasions to send out a tech to investigate the issue offering to make time they refused without a hefty service charge despite advertising reliable service.
This reason also conflicts with their most recent e-mail to me when they offered to send out a service tech because of the DHCP error. Basically Verizon has tried every excuse except for taking responsibility for advertising one level of service while delivering another.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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].
CONFIDENTIAL COMMUNICATION June 14,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] 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 Ms. [redacted] regarding a Fingerhut/FreshStart Account. Ms. [redacted] claims she purchased a defective Keurig from Fingerhut. She has requested prepaid postage labels to return the product however has not received them. She is wanting to return to product and be credited for what she has paid on her account. Our records indicate Ms. [redacted] purchased a Keurig K55 Single-Serve Brewer on April 23, 2016. On May 6, 2016 Ms. [redacted] contacted Fingerhut stating the Keurig was defective. Fingerhut does require returns and exchanges to be made in accordance to our return policy, which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” A return label would have been included in the original package, however on that same date a prepaid postage label was mailed to Ms. [redacted]’s address, [redacted] Harlingen, TX 78550. Ms. [redacted] contacted Fingerhut on May 20, 2016 stating she never received the prepaid postage label. On that same date, an additional postage label was mailed. On June 14, 2016 a third prepaid postage label was mailed to Ms. [redacted]. She should allow 7 to 10 business days to receive the postage label. Considering Ms. [redacted] contacted Fingerhut within 30 days of the purchase date we will issue her credit or exchange upon review of the item once received. As Ms. [redacted] is returning the Keurig to Fingerhut she is still required to make the minimum payments due on her account. At this time the current balance on her account is $131.38. A minimum payment of $23.52 is due by June 20, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Subsequent to receipt of the complaint, a Verizon billing representative contacted [redacted]. The customer stated he requested that the account be disconnected because he was upset that the Verizon representative would rather him disconnect that give him a $30 credit for the late...
fees. As a courtesy, the representative agreed to issue the $30 credit. [redacted] wanted the representative to restore his service. The representative advised that his request would have to be treated as a new-connect request. The representative advised the customer she would waive the $80 activation fee but he would have to pay the early termination fee because the customer should have called Verizon before disconnecting the service. On August *, 2016, the representative spoke with the customer and began to negotiate the service order. She quoted him a two-year contract at $49.99 for the first twelve (12) months, then $59.99 for the remainder of the contract or the remaining twelve months. She reminded [redacted] that she would credit the $80 activation fee. The customer said he wanted to pay $49.99 rate for the entire two-year contract. The representative advised that it was no longer an available promotion. The customer also wanted the representative to credit the early termination fee. The customer advised if the representative could not adhere to those terms, he was not interested in doing the order. The early termination fee was sustained and no order was issued. No further action by Verizon is required.
1/**/17 Verizon Appeals Billing Representative spoke with customer, apologized for his billing troubles advised the customer after his investigation [redacted] is being charged $64.99 for his Double Play 50/50 and Freedom Essentials. After taxes and fees the total bill would be...
approximately $78.14. The Representative explained this is the correct rate and we are not able to discount this rate any further. [redacted] was dissatisfied with bundle rate and wants a rate of $44.99. No supporting documentation was found that the customer was offered a $44.99 rate and the customer has nothing in writing confirming that rate. [redacted] requested no additional contact and to provide a response through the Revdex.com.
June 30, 2017 Re: [redacted] Case # 12236148 We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding Old Pueblo Traders VIP Plus program. In Ms. [redacted]'s inquiry, she states she made a purchase for a...
skirt, ballerina flats, two cardigans and a velour pant set from Old Pueblo Traders on October 20, 2014 and was enrolled in the Old Pueblo Traders VIP Plus program without her knowledge. In contacting VIP Plus, they offered her a six month refund. Ms. [redacted] is requesting a full refund, to be removed from Old Pueblo Traders and their affiliated companies mailing and email lists and for this predatory program to be immediately stopped. To enroll in the Old Pueblo Traders VIP Plus program, Ms. [redacted], was first required to click on the offer and she was then taken to a web page that fully disclosed the terms, benefits, and costs of the Old Pueblo Traders VIP Plus program. By entering her e-mail address, zip code and clicking the "Join" button, she activated a membership in Old Pueblo Traders VIP Plus program. Had she skipped any one of these steps, no membership would have been established. Per Ms. [redacted]'s request and consistent with the terms and conditions of the Old Pueblo Traders VIP Plus program, we canceled her membership on June 13, 2017 and issued six credits of $14.97 each to her Discover Card ending in [redacted]. On June 29, 2017, twenty-six additional credits of $14.97 each and one credit of $1.99 were also credited to Ms. [redacted]'s Discover Card ending in [redacted]. The total amount of credits issued to Ms. [redacted]'s Discover Card to date is $481.03. She has been refunded for the total amount she paid for the Old Pueblo Traders VIP Plus program. We have removed Ms. [redacted] from Old Pueblo Traders and all of our affiliated companies mailing and email address per her request. Thank you for allowing us to explain. Diane [redacted]
Please be advised we spoke with [redacted] today to review her concerns with re-bundling her service. We provided the lowest price point for her current service would be $99.99 bundle rate for 2 years. We explained she is currently in a contract until August **, 2017 and if she were to cancel the early termination fee is currently $30. She stated she can get a lower rate with cable and is considering canceling her services. She will contact Customer service if she chooses to close the account. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
Please be advised Verizon records show the request was made prior to the complaint but further research shows it was not deleted from the credit bureaus. A request was made June **, 2015 and can take up to 30 days to be removed from all bureaus. A letter was sent to [redacted]...
to show the request was made to remove the account. [redacted]’s second request to cancel her current services without being billed an early termination fee was denied. We corrected the wrong on the old account, but that cannot negate the new service contract she entered for services. We sincerely apologize for the frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, [redacted] Verizon Executive Relations
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
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]
CONFIDENTIAL COMMUNICATION December 27,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [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. In Mr. [redacted]’s inquiry, he states that three items on two separate orders were charged and never shipped and wants a refund for the items and shipping costs. After reviewing Mr. [redacted]’s account, we show the Imaginext Deluxe T-Rex and the K-Swiss Men’s X-160 CMF Crosstrainers were shipped on December 6, 2016 and the tracking information shows it was delivered and left on the porch on December 20, 2016 at 12:04 P.M. The second item in question was a Sony PS4 500GB Uncharted 4 Multi Game Bundle. This item is a kit and some of the items were shipped separately. The console was shipped on December 9, 2016 and was delivered to the Porch on December 15, 2016 at 11:17 A.M. The three games included with this bundle were shipped on December 8, 2016 and show delivered to the porch on December 13, 2016 at 12:38 P.M. If Mr. [redacted] still has not received these items, he will need to contact our Customer Service office for further instructions on how to handle the issue. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may have any further questions he may call in to our Customer Service office at ###-###-#### between the hours of 8:00 AM and 8:00 PM, Monday – Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon’s records indicate that [redacted] disconnected account number [redacted] on 6/*/15. She received a final bill...
with a credit balance of $68.66 which was refunded on 9/**/15. A review of [redacted] s account does not reflect an additional payment of $68.66 applied to the account number [redacted] referenced above on 11/*/15. [redacted] states she will submit the dispute through her banking institution to have the draft reversed. Verizon will follow up with [redacted] on the outcome. We regret any inconvenience this may have caused. We trust this information will assist you in closing this case. Lupe Verizon SW Executive Relations Tell us why here...
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.
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]
On June *, 2016, subsequent to receipt of the complaint, I contacted [redacted] and apologized for the alleged rude behavior by Verizon representatives, etc. Ms. also objected to being asked to troubleshoot with Company representatives. I politely responded by stating that troubleshooting can...
prove to be effective and efficient in that sometimes a problem can be resolved with simple measures taken. Nevertheless, [redacted] advised that a technician was out that day and told her that her computer has a virus. The trouble report reflects that the technician found issues with the customer’s equipment/electronics. She thought she was covered by a security plan but her account does not reflect any such service on her account. [redacted] was upset and wanted to know what are her options regarding maintaining the integrity of her internet. I advised I would forward her concern to our Fiber Solutions Center to contact her and advise her of available options. A Fiber Solutions Center representative spoke to the customer and verified that a technician was dispatched and service verified to be working fine. No further issues per the customer.
CONFIDENTIAL COMMUNICATIONApril 4,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.Our records indicate Ms. [redacted] purchased a HP Pavilion 11.6" Touch Screen 4GB Convertible Laptop – Silver on November 9, 2015 for $606.23. On January 28, 2016 Ms. [redacted] returned the laptop back to Fingerhut for credit. The full merchandise price in the amount of $549.99 plus the tax amount of $41.25 was credited on that same date. However, as our return policy states, “the original shipping/handling is nonrefundable on returned merchandise if the item is not damaged, defective, or in the case of a shipping error.” Ms. [redacted] was required to pay for the original shipping/handling of $14.99. Likewise, a return postage fee of $7.95 was deducted from the credit because it was sent back to us for a “non-qualifying” reason. Ms. [redacted] did not specify the reason for the return. On March 7, 2016, as a one-time courtesy to Ms. [redacted], the return shipping as [redacted] as the return postage fee was credited to her account. This created a credit of $41.34. A refund check for that amount was mailed to Ms. [redacted] address ([redacted] Corona, CA 92880) on March 8, 2016. From that date, she should allow up to 30 business days to receive the check. If Ms. [redacted] has not received the check at this time, she should contact Customer Service at ###-###-#### Monday through Friday 8AM-8PM.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 find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]
The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers (Actiontec MI424WR Rev A, C, D, E or F, or the Westell 9100EM Rev A or C). For these customers, Verizon offers the opportunity to upgrade...
to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the WPA2 protocol), and provide a better customer experience. However, if [redacted] does not wish to upgrade, he will be billed for a router maintenance surcharge of $2.80 per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router. Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade. Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.
CONFIDENTIAL COMMUNICATION December 29,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she received notification that her available credit was increased and when she tried to use it, Ms. [redacted] received an error code. Ms. [redacted] also inquired as to why she was not able to place orders using her debit card. On October 25, 2016, Ms. [redacted] attempted to place an order on our website. At the time of the order being placed, her credit limit had been decreased from $800.00 to $300.00. A letter was sent the same day explaining the reason for the credit line decrease to the address we have on file for her. As stated in the terms and conditions of the account that Ms. [redacted] agreed to when she opened it, “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Ms. [redacted] contacted us on October 25, 2016 asking the reason for the credit line decrease. The agents correctly advised Ms. [redacted] that a letter had been sent to her and to allow more time to receive the letter explaining the reason for the decrease to her credit limit. Regarding, Ms. [redacted]’s inquiry of receiving and error message when using her debit card. Ms. [redacted]’s first order was placed with a debit card and successfully shipped. When Ms. [redacted] attempted to place another order on the same day, with the same billing and shipping addresses, the debit card was declined because of a fraud prevention rule within the processing system. These rules are in place to protect consumers, and we apologize for the inconvenience this caused Ms. [redacted]. The third attempt in placing an order on the same day, the debit card declined the sale. We are unsure of the reason for the third attempt declined, and suggest Ms. [redacted] check with her financial institution for additional information. If Ms. [redacted] has any further question she may contact our Customer Service Department, Monday-Friday between the hours of 8:00 am and 8:00 pm, Central Time at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
Verizon has reviewed this matter further. Records show the bill date for the account is the [redacted] of the month and the service was disconnected on 1/**/16. Records show effective bill date credits are back to 11/**/15. The final bill has not been issued. The final bill for this account would be in our systems 30 days from 1/**/16. The final balance should not reflect a charge. Verizon representatives have made several attempts to contact the customer to discuss this matter with no success. Verizon has provided our contact information via mail. We will be happy to reopen this case once the customer makes contact.