Verizon has spoken with the customer and advised that the system issue that prevented combined billing has been resolved. The March **, 2016 bill will reflect the combined billing. A Verizon executive relations representative has a follow up to review the bill and confirm that it is correct, and...
the customer has been provided with that person’s name and number. It was confirmed that Verizon has credited three charges for the customer’s use of bill matrix to pay her account. Adjustments of $3.50 each were issued on **/20/15, 11/**/15 and 1/**/16. Verizon also confirmed with the customer that as of 2/**/16, she is now able to access her Verizon.com account. Verizon apologizes for any inconvenience the customer has experienced because of these matters.
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
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
I am rejecting this response because: First thing is that, As instructed in the reply from Vi [redacted], I contacted that number that I was instructed to contact and he was totally confused about all of it, so still not able to get a new airbed. Second, the part that I did not contact anyone with Fingerhut is totally a lie! I contacted several people in regards to that Airbed. If I had not spoken with anyone, then how and why did my sister get a check sent to her for the price of the bed, how did I have names of individuals and numbers that I called???. So I had to speak with someone in the company to get that accomplished. Third thing is had his personnel have know all the instructions in regards to how to process a manufacture warranty program, this would all be a mute point, because I would have contacted that number in the first place, and I would have the new bed by now and I would not be writing this complaint to the Revdex.com. Which in it self is interesting, because I was the one who purchased the bed, but she was then one who got the refund for the bed, shouldn't the refund come back to the person who purchased the bed????. After all, it was my account. So I am rejecting this response because of those reasons. I am not totally satisfied, but it is no longer important. My sister did receive a check for the price I paid for the bed, minus the 2 year service contract price and shipping and handling of the bed, and that being said, I will be paying this account off in a couple of weeks and I will close the account out. That will be my satisfaction with this situation. Thank you for trying to assist me in getting a resolution in this matter.
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:
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]
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.
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.
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.
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
[redacted] is being credited every month 10.00 to equal 110.00 that was the agreement and he is getting it. As for the fios installation we advised him he would be getting his install on or around dec [redacted] and he was ok with that agreement. when rolling out fios there is a process in which lay the...
fiber. I have reached out to FTTP and they are installing him this month.
CONFIDENTIAL COMMUNICATION August 19, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. We have included a copy of the account activity, credit application, Terms and Conditions and last three statements. Ms. [redacted] states she been receiving calls and letters from a third party attempting to collect on her WebBank/Fingerhut credit account. Ms. [redacted] further states when she contacted Fingerhut she was advised her account was open but when she asked if it was legal to sell an open account, the representative ended the call. Ms. [redacted] states she would like to know if payment arrangements will stop the third party from contacting her and the legality of selling an open account. According to our records, on June 1, 2013, an application was processed online using Ms. [redacted]’s name, address and social security number. Since the application was completed online, a written signature was not required. On that same day an order was placed online for a Little Tikes Princess Cozy Coupe- 30th Anniversary, with a 2 Year Service Plan. The merchandise was shipped via UPS to the same address as provided on the application. Multiple payments were received from a checking account ending in [redacted] in the name of [redacted]. The most recent payment of $216.69 was received on April 12, 2016 and reversed by her bank on April 15, 2016. Our records indicate Ms. [redacted] contacted Fingerhut on August 10, 2016 inquiring about her account being sold to a third party collector and if making payment arrangements with Fingerhut would stop the calls and letters from the third party collector. Ms. [redacted] was advised by an account specialist that the account had not been sold and the call ended cordially. No payment arrangements have been made to date. According to our records Fingerhut has not attempted to contact Ms. [redacted] since May 23, 2016 on any of the telephone numbers associated with her account. Fingerhut still owns Ms. [redacted]’s account and it has not been sold to third party collector. To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $702.52 is due by September 2, 2016. If Ms. [redacted] is unable to make the full minimum payment due, her account may qualify for a payment plan. She may contact our Billing Department at ###-###-#### to discuss payment options. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
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
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.
Verizon has updated its records.Verizon has advised [redacted] that the records have been corrected.We trust this information will help to resolve [redacted]'s concerns.
CONFIDENTIAL COMMUNICATION
March 11, 2016
# [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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on November 20, 2015. We sincerely apologize for the inconvenience caused by the incorrect advertisement on our website. When the ad error was reported the item was removed from our website. Once our investigation was completed, the correct image and description for product code NB29J was updated on our website. To ensure our customers have the most up to date information available, we use a direct link to the image on our website. Due to the image correction made on our website, the direct link in our emails and on Ms. [redacted]'s account for that specific item will now display the updated image and description.
In order for us to assist Ms. [redacted], we are requesting a copy of the printed email she received that shows the image of the safe and the description if possible. Ms. [redacted] can send the requested information via email to [email protected] with Attn: Becky in the subject line; or via fax to [redacted] Executive Care Team Attn: Becky. Ms. [redacted] can also return the information via regular mail to Executive Care Team Attn: Becky [redacted] Saint Cloud, MN. 56303. Once the information is received we will research further for complete resolution.
Additionally, we are including a postage paid return label for Ms. [redacted] to use to return the Werner Step Ladder.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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 have not received the funds yet. Verizon is systematically lying to their customers and have proven that their words have no bearing on their actions. Representative set rude precedence by interrupting me while answering a question he asked. I will consider this matter resolved when Verizon disperses their funds.
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:
Although credits have been applied, they were only applied after I called in each of the 18 months that I was overbilled. If I hadn't of called there would have not been an adjustment and although the representative incorrectly bundled the package, it is what I was quoted for the 24 month contract and Verizon should have honored that and not forced the customer to have to contact them monthly to receive the adjustment. It is also a mystery to me that this could not be corrected in the billing system. I was told in multiple months that this would be escalated and in all 18 months no one was able to correct the billing. The end result is that now they will process a credit in advance to reduce my bill to reflect what I was quoted. So hopefully the bill will reflect the correct amount, however if behooves me why Verizon cannot update their billing system to reflect the terms of the contract agreement.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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]
Verizon has spoken with the customer and advised that the system issue that prevented combined billing has been resolved. The March **, 2016 bill will reflect the combined billing. A Verizon executive relations representative has a follow up to review the bill and confirm that it is correct, and...
the customer has been provided with that person’s name and number. It was confirmed that Verizon has credited three charges for the customer’s use of bill matrix to pay her account. Adjustments of $3.50 each were issued on **/20/15, 11/**/15 and 1/**/16. Verizon also confirmed with the customer that as of 2/**/16, she is now able to access her Verizon.com account. Verizon apologizes for any inconvenience the customer has experienced because of these matters.
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
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
I am rejecting this response because: First thing is that, As instructed in the reply from Vi [redacted], I contacted that number that I was instructed to contact and he was totally confused about all of it, so still not able to get a new airbed. Second, the part that I did not contact anyone with Fingerhut is totally a lie! I contacted several people in regards to that Airbed. If I had not spoken with anyone, then how and why did my sister get a check sent to her for the price of the bed, how did I have names of individuals and numbers that I called???. So I had to speak with someone in the company to get that accomplished. Third thing is had his personnel have know all the instructions in regards to how to process a manufacture warranty program, this would all be a mute point, because I would have contacted that number in the first place, and I would have the new bed by now and I would not be writing this complaint to the Revdex.com. Which in it self is interesting, because I was the one who purchased the bed, but she was then one who got the refund for the bed, shouldn't the refund come back to the person who purchased the bed????. After all, it was my account. So I am rejecting this response because of those reasons. I am not totally satisfied, but it is no longer important. My sister did receive a check for the price I paid for the bed, minus the 2 year service contract price and shipping and handling of the bed, and that being said, I will be paying this account off in a couple of weeks and I will close the account out. That will be my satisfaction with this situation. Thank you for trying to assist me in getting a resolution in this matter.
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:
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]
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.
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.
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.
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
[redacted] is being credited every month 10.00 to equal 110.00 that was the agreement and he is getting it. As for the fios installation we advised him he would be getting his install on or around dec [redacted] and he was ok with that agreement. when rolling out fios there is a process in which lay the...
fiber. I have reached out to FTTP and they are installing him this month.
CONFIDENTIAL COMMUNICATION August 19, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. We have included a copy of the account activity, credit application, Terms and Conditions and last three statements. Ms. [redacted] states she been receiving calls and letters from a third party attempting to collect on her WebBank/Fingerhut credit account. Ms. [redacted] further states when she contacted Fingerhut she was advised her account was open but when she asked if it was legal to sell an open account, the representative ended the call. Ms. [redacted] states she would like to know if payment arrangements will stop the third party from contacting her and the legality of selling an open account. According to our records, on June 1, 2013, an application was processed online using Ms. [redacted]’s name, address and social security number. Since the application was completed online, a written signature was not required. On that same day an order was placed online for a Little Tikes Princess Cozy Coupe- 30th Anniversary, with a 2 Year Service Plan. The merchandise was shipped via UPS to the same address as provided on the application. Multiple payments were received from a checking account ending in [redacted] in the name of [redacted]. The most recent payment of $216.69 was received on April 12, 2016 and reversed by her bank on April 15, 2016. Our records indicate Ms. [redacted] contacted Fingerhut on August 10, 2016 inquiring about her account being sold to a third party collector and if making payment arrangements with Fingerhut would stop the calls and letters from the third party collector. Ms. [redacted] was advised by an account specialist that the account had not been sold and the call ended cordially. No payment arrangements have been made to date. According to our records Fingerhut has not attempted to contact Ms. [redacted] since May 23, 2016 on any of the telephone numbers associated with her account. Fingerhut still owns Ms. [redacted]’s account and it has not been sold to third party collector. To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $702.52 is due by September 2, 2016. If Ms. [redacted] is unable to make the full minimum payment due, her account may qualify for a payment plan. She may contact our Billing Department at ###-###-#### to discuss payment options. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
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
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.
Verizon has updated its records.Verizon has advised [redacted] that the records have been corrected.We trust this information will help to resolve [redacted]'s concerns.
CONFIDENTIAL COMMUNICATION
March 11, 2016
# [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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on November 20, 2015. We sincerely apologize for the inconvenience caused by the incorrect advertisement on our website. When the ad error was reported the item was removed from our website. Once our investigation was completed, the correct image and description for product code NB29J was updated on our website. To ensure our customers have the most up to date information available, we use a direct link to the image on our website. Due to the image correction made on our website, the direct link in our emails and on Ms. [redacted]'s account for that specific item will now display the updated image and description.
In order for us to assist Ms. [redacted], we are requesting a copy of the printed email she received that shows the image of the safe and the description if possible. Ms. [redacted] can send the requested information via email to [email protected] with Attn: Becky in the subject line; or via fax to [redacted] Executive Care Team Attn: Becky. Ms. [redacted] can also return the information via regular mail to Executive Care Team Attn: Becky [redacted] Saint Cloud, MN. 56303. Once the information is received we will research further for complete resolution.
Additionally, we are including a postage paid return label for Ms. [redacted] to use to return the Werner Step Ladder.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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 have not received the funds yet. Verizon is systematically lying to their customers and have proven that their words have no bearing on their actions. Representative set rude precedence by interrupting me while answering a question he asked. I will consider this matter resolved when Verizon disperses their funds.
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:
Although credits have been applied, they were only applied after I called in each of the 18 months that I was overbilled. If I hadn't of called there would have not been an adjustment and although the representative incorrectly bundled the package, it is what I was quoted for the 24 month contract and Verizon should have honored that and not forced the customer to have to contact them monthly to receive the adjustment. It is also a mystery to me that this could not be corrected in the billing system. I was told in multiple months that this would be escalated and in all 18 months no one was able to correct the billing. The end result is that now they will process a credit in advance to reduce my bill to reflect what I was quoted. So hopefully the bill will reflect the correct amount, however if behooves me why Verizon cannot update their billing system to reflect the terms of the contract agreement.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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]