Subsequent to the complaint, a service representative made contact with the customer who informed her service issues have become worse. The representative apologized to the customer and informed the issue has been escalated and Verizon will remain in contact through to resolution. At...
this time, Verizon continues to work to resolve the cable outage to provide a permanent a resolution to the area outage. Verizon's Executive Relations office will continue to work with the customer and have an active case opened under [redacted] that will remain open until the issue is resolved. Verizon will remain in contact with the customer to provide updates concerning the restoration of the cable failure.
Per Verizon records, [redacted] received full credit for mlb billing error . [redacted] received 3 credits for $73.00 each (6/**,7/**,8/**) total credit $219.00 .
...⇄ # [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]’s inquiry states that after purchasing a Fitbit Flex he was unable to activate it through Fitbit since Fingerhut is not an authorized seller of Fitbit products. Mr. [redacted] also requests credit for the original shipping and handling charges and the return shipping fee, for his Fingerhut account to be closed and to no longer have a balance owing with Fingerhut. Our records indicate Mr. [redacted] placed an order on April 28, 2016 on our website for a Fitbit Flex Wireless Activity and Sleep Wristband. The total including shipping and handling was $154.72. On May 6, 2016 Mr. [redacted] contacted us via chat and advised us he would be returning the item as he was advised it is counterfeit. Please understand, like many retailers, we buy some of our new, factory fresh products from authorized distributors instead of direct from the manufacturer. As a result, we handle the warranty and service needs directly for our customers. On May 17, 2016 we received the return of the Fitbit and credit was issued to Mr. [redacted]’s account in the amount of $131.78. Our return policy is listed on our website and in our catalogs and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. The reason Mr. [redacted] selected on the return reason form was “Not as described/pictured,” which we consider a non-qualifying reason. Therefore, the original shipping and handling of $14.99 and the return shipping fee of $7.95 was not credited. On May 31, 2016, Mr. [redacted] contacted us by phone and the agent issued credit for the original shipping and handling and the return shipping fee. The credit appears on Mr. [redacted]’s June 1, 2016 billing statement. A late fee of $14.99 was assessed to Mr. [redacted]’s account prior to the credit being issued for the shipping and handling fees. We have issued credit for the late fee. This credit will appear on Mr. [redacted]’s July 1, 2016 billing statement. There is no remaining balance on his account as of the date of this letter. Additionally, Mr. [redacted]’s account was closed per his request on May 6, 2016.Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: This is not true. All of the jewelry sent to my address was returned promptly after receiving. I have tried several times to work this out with the other company but have been unsuccessful. The recording is not me, I requested several times for someone to allow me to hear it with them but they refuse. The fact that you are the company that I am doing business with, you are the one that I am holding responsible. I have been a long time great standing customer and will not accept anything less than a refund of all of the charges and interest from that company. I will not pay the unauthorized charges, I am willing to take the negative hit on my credit. I am not threatening you and truly wish to work it out as smoothly as possible. I will be payoff all of the items that I have outstanding, which is roughly $600... The rest of the $1400 balance is that company and interest. My request is not unreasonable. I have spent way too much time with this situation. I am very satisfied as a customer, I have more than 12 referred family members that belong to your company, when I leave so will they. You guys are brushing fraud right under the rug as if it is a normal practice of your company. It is simply sickening.
I am rejecting this response because:
the interest wasnt explained for deferring the payments the first few months. therefore, they see ive been a customer several years, they should waive the interest that I didnt know was billed for the last 2 months. if not. I already paid half my balance. the other half will be paid off and closed soon.
Verizon's Executive office received this concern on 11/**/15. [redacted] was contacted on 11/**/15 and advised of receipt of the concern. [redacted] was contacted by the Local Manager after the attempt to install the service was missed and the installation was rescheduled. The...
technician was dispatched on 11/**/15 and completed the installation. Verizon has spoken with [redacted] and confirmed the installation has been completed. We trust this information will help to resolve Mr. R[redacted] concerns.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding their FiOS bill. They state they are being charged for local TV service that they previously have cancelled. On 10/**/17 Verizon contacted the consumer to discuss...
their billing concerns, notes on the account do indicate the consumer did request their TV service to be cancelled on 4/**/17. On 10/**/17 an order was placed to cancel the TV service from the consumer’s account and a credit was issued for $54.30. The consumer made a payment to their account the same day service was going to be interrupted for payment. The consumer was billed a $50.00 restoral fee. Verizon advised the consumer we will credit the $50.00 restoral fee, an adjustment was made for $54.33. The consumer’s balance as of the October bill is $95.**. The consumer now just has standalone FiOS Internet with a 2 year contract for $59.99. The consumer is satisfied and has our contact information should they have any further concerns.
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]’ inquiry, she states that her recent order was shipped to the incorrect address. She wants a new order shipped to her without delay, as the item is needed for the holidays. Upon review of the order, we show Ms. [redacted]’ current address is correct on her account. It is possible that when Ms. [redacted] placed her order, she did not confirm the shipping address on her order. Due to this error, we have shipped a new package to the corrected address on November 24, 2016. When shipping this order, we did not charge for it, as the order was already charged for on the previous order. Tracking results indicate this order was delivered to Ms. [redacted]’ Beckstead Court address on November 29, 2016. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she may need further assistance, or has any questions, she may contact our Customer Service office at ###-###-#### between the hours of 8:00 am and 8:00 pm Central Time, Monday – Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
This issue was thoroughly reviewed, investigated and discussed. The customer was given the option of a $300.00 [redacted] Gift Card or an [redacted] Gift Card. According to our records, the customer chose the [redacted] Gift Card. The [redacted] Gift Card was sent to the address on file for the customer which was activated on February **, 2014. In addition, the customer called to inquire of the balance on the Gift Card on April **, April ** and May *, 2015. No further action is required. This is our final position.
A Verizon billing escalation representative spoke with [redacted] and agreed to provide a standard set top box at no charge. A Verizon technician was dispatched on 6/**/2016 and installed an outlet for her. The representative will follow up the July 2016 bill to make sure the billing is correct.
Verizon investigation determined the customer was sent a $200.00 restricted [redacted] gift card. The Service Order Confirmation reflected the customer was to receive a regular $200.00 [redacted] gift card. I spoke with [redacted] on April *, 2017, apologized and advised her to call ###-###-#### to...
have the card she received changed for the type of card she was supposed to receive. I explained I tried to do this for her but for security purposes information from the gift card she received was required. I advised [redacted] to call me if she had any problems. I did not hear back from [redacted] and called leaving her a message and provided my number for call back if she required any further assistance.
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 tried returning a call to Mr. C[redacted] on [redacted] around 530pm - before 6pm (his advertised closing time) and he never tried to call me back. this is his phone # ###-###-#### Ext. [redacted]. My final bill w/[redacted] was $6.30 (and I had a credit of $6.30 w/[redacted], so did not owe them anything with the Nov. [redacted] payment that I made to Verizon), not the reg. fee of $69, so I am owed a refund.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The response to my complaint is basically a restatement of the reasons Verizon has imposed these charges and they offer no relief. It should be noted that I am in the middle of a two year contract with Verizon for their services and, as a result, I am unable to change providers without significant penalty. Therefore, Verizon has unilaterally required that I pay an extra monthly fee, buy one of their routers, or purchase a 'compatible' router from another vendor without providing detailed technical specifications on what constitutes compatibility.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised Verizon has fixed the glitch in the system that was not allowing [redacted] to access his account online. I spoke to [redacted] and he advised he can now access his account online.
CONFIDENTIAL COMMUNICATION July 12, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: 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 her WebBank/Fingerhut Advantage Account purchase from August 14, 2015 for a Frigidaire 30-Inch Freestanding Electric Range. Ms. [redacted] states she notified us immediately upon learning that the range was delivered damaged at her daughter’s residence, for whom she purchased it. The first representative advised they would begin the return process with additional follow up to Ms. [redacted] at a later time, however, after a week of no further communication in this regard, Ms. [redacted] contacted us again. A different representative advised her to contact Frigidaire to initiate the return but, in doing so, Frigidaire referred her back to us. Ms. [redacted] states we gave her further assurances we would handle this, but her daughter still has the range in her possession, and this issue has remained unresolved for ten months. Ms. [redacted] requests that the range be picked up and the purchase price be credited back to her account in full, including any late fees assessed when she initially withheld payment awaiting our assistance to return it. Please note that to return the range, there were additional steps involved beyond our regular handling, as it was shipped directly by the vendor. Ms. [redacted]’s daughter as the recipient should have received a packing slip insert at the time of delivery with the special return instructions. In addition, a disclosure appeared on our website’s product overview page for this item which stated, “In order to ensure the best service for your new appliance, all service issues must be arranged with the vendor. Please see packing slip for further information.” Our records confirm that Ms. [redacted] first notified us via phone on September 15, 2015 that the range arrived damaged. The representative advised that, while it could not be handled according to our standard return processes, they would refer the matter to our Vendor Support Department. This was completed on September 17, 2015 when they sent a response to Ms. [redacted]’s email on file, [email protected], advising to contact the manufacturer, Frigidaire, for assistance. Regrettably, this was inaccurate information due to representative error, as Ms. [redacted] should have been directed to the vendor-supplier, Almo Corporation. When Ms. [redacted] called on October 5, 2015 and the issue was again referred to vendor support, it was correctly handled the next day with our request to Almo to initiate a return on Ms. [redacted]’s behalf. On October 7, 2015, Almo responded by requesting pictures of the damage. On the same date, we sent another email to the same email above but, regrettably, it omitted that the vendor needed pictures and only advised the customer to “refer to their packing slip included with the appliance.” However, in a subsequent email sent to Ms. [redacted] on November 2, 2015, we advised her to provide pictures of the damage and she could return these to us. Our records show that we received the pictures on January 21, 2016 and forwarded them to Almo on the same date. However, upon receiving Ms. [redacted]’s inquiry we became aware that after we provided the vendor with her pictures they did not contact her. We sincerely apologize for the excessive delays she has experienced, on our part and on behalf of the vendor. As a remedy, we have issued an account credit for the electronic range’s full purchase price of $1,064.99. The related accrued interest charges have also been credited in the amount of $234.82, as well as two late fees credits for $37.00 each. These have already applied to the account and will reflect on an upcoming statement for Ms. [redacted]’s records. Her balance as of this response, which we confirm is fully accurate, is $1,190.14, and her adjusted minimum payment amount is $69.99, due by July 18, 2016. Because Ms. [redacted] was also carrying, and continues to carry, an outstanding balance for other items she purchased, the previous payments she was making have been applied to the balance still owing so she is not subject to a refund for those past payments. In addition and in the coming days, the freight carrier, MXD Group, will contact Ms. [redacted] for pick-up arrangement of the electric range, if they have not done so already. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
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:
Again I requested a transfer if you look at my bill the HBO was renewed prior to August, so therefore should all be included with my equipment I walked over per Carlita. I am asking you to pull the call records, if you have questions call me.
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
June 9, 2015
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]...
[redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the recent inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our investigation confirms that Ms. [redacted] purchased a Samsung Galaxy SIII mini I8200 Unlocked Smartphone via the Gettington website on July 22, 2015. We received it as a return on July 28, 2015, but it was denied for an exchange or a refund by the Returns Department for not meeting the terms of our return policy covering cellular phones.
The special restrictions on returning the Samsung phone were disclosed on the main "product features" webpage for that phone. Since Ms. [redacted] found and purchased the phone on the website, the return limitations were prominently displayed and available for her to review prior to purchasing it.
This information appears immediately below the product description of the phone, under the heading of "Returns Are Limited For Mobile Devices," and states: "Once shipped, only defective and damaged devices can be exchanged for an identical device on phones. Defective and damaged exchanges must be within 30 days of purchase."
Because Ms. [redacted] phone was found to be in good working order (not defective), it did not qualify to be returned. For this reason, we are returning the phone to Ms. [redacted] at her address on file of [redacted] Tarboro, NC 27886. The product will be shipped back to Ms. [redacted] on August 29, 2015.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not received any check so far. I am still waiting.
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Subsequent to the complaint, a service representative made contact with the customer who informed her service issues have become worse. The representative apologized to the customer and informed the issue has been escalated and Verizon will remain in contact through to resolution. At...
this time, Verizon continues to work to resolve the cable outage to provide a permanent a resolution to the area outage. Verizon's Executive Relations office will continue to work with the customer and have an active case opened under [redacted] that will remain open until the issue is resolved. Verizon will remain in contact with the customer to provide updates concerning the restoration of the cable failure.
[redacted]Corresponding document attached. (fingerhut_2.PDF)
Per Verizon records, [redacted] received full credit for mlb billing error . [redacted] received 3 credits for $73.00 each (6/**,7/**,8/**) total credit $219.00 .
CONFIDENTIAL COMMUNICATION June 10, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’s inquiry states that after purchasing a Fitbit Flex he was unable to activate it through Fitbit since Fingerhut is not an authorized seller of Fitbit products. Mr. [redacted] also requests credit for the original shipping and handling charges and the return shipping fee, for his Fingerhut account to be closed and to no longer have a balance owing with Fingerhut. Our records indicate Mr. [redacted] placed an order on April 28, 2016 on our website for a Fitbit Flex Wireless Activity and Sleep Wristband. The total including shipping and handling was $154.72. On May 6, 2016 Mr. [redacted] contacted us via chat and advised us he would be returning the item as he was advised it is counterfeit. Please understand, like many retailers, we buy some of our new, factory fresh products from authorized distributors instead of direct from the manufacturer. As a result, we handle the warranty and service needs directly for our customers. On May 17, 2016 we received the return of the Fitbit and credit was issued to Mr. [redacted]’s account in the amount of $131.78. Our return policy is listed on our website and in our catalogs and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. The reason Mr. [redacted] selected on the return reason form was “Not as described/pictured,” which we consider a non-qualifying reason. Therefore, the original shipping and handling of $14.99 and the return shipping fee of $7.95 was not credited. On May 31, 2016, Mr. [redacted] contacted us by phone and the agent issued credit for the original shipping and handling and the return shipping fee. The credit appears on Mr. [redacted]’s June 1, 2016 billing statement. A late fee of $14.99 was assessed to Mr. [redacted]’s account prior to the credit being issued for the shipping and handling fees. We have issued credit for the late fee. This credit will appear on Mr. [redacted]’s July 1, 2016 billing statement. There is no remaining balance on his account as of the date of this letter. Additionally, Mr. [redacted]’s account was closed per his request on May 6, 2016.Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: This is not true. All of the jewelry sent to my address was returned promptly after receiving. I have tried several times to work this out with the other company but have been unsuccessful. The recording is not me, I requested several times for someone to allow me to hear it with them but they refuse. The fact that you are the company that I am doing business with, you are the one that I am holding responsible. I have been a long time great standing customer and will not accept anything less than a refund of all of the charges and interest from that company. I will not pay the unauthorized charges, I am willing to take the negative hit on my credit. I am not threatening you and truly wish to work it out as smoothly as possible. I will be payoff all of the items that I have outstanding, which is roughly $600... The rest of the $1400 balance is that company and interest. My request is not unreasonable. I have spent way too much time with this situation. I am very satisfied as a customer, I have more than 12 referred family members that belong to your company, when I leave so will they. You guys are brushing fraud right under the rug as if it is a normal practice of your company. It is simply sickening.
I am rejecting this response because:
the interest wasnt explained for deferring the payments the first few months. therefore, they see ive been a customer several years, they should waive the interest that I didnt know was billed for the last 2 months. if not. I already paid half my balance. the other half will be paid off and closed soon.
Verizon's Executive office received this concern on 11/**/15. [redacted] was contacted on 11/**/15 and advised of receipt of the concern. [redacted] was contacted by the Local Manager after the attempt to install the service was missed and the installation was rescheduled. The...
technician was dispatched on 11/**/15 and completed the installation. Verizon has spoken with [redacted] and confirmed the installation has been completed. We trust this information will help to resolve Mr. R[redacted] concerns.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding their FiOS bill. They state they are being charged for local TV service that they previously have cancelled. On 10/**/17 Verizon contacted the consumer to discuss...
their billing concerns, notes on the account do indicate the consumer did request their TV service to be cancelled on 4/**/17. On 10/**/17 an order was placed to cancel the TV service from the consumer’s account and a credit was issued for $54.30. The consumer made a payment to their account the same day service was going to be interrupted for payment. The consumer was billed a $50.00 restoral fee. Verizon advised the consumer we will credit the $50.00 restoral fee, an adjustment was made for $54.33. The consumer’s balance as of the October bill is $95.**. The consumer now just has standalone FiOS Internet with a 2 year contract for $59.99. The consumer is satisfied and has our contact information should they have any further concerns.
CONFIDENTIAL COMMUNICATION December 6,...
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]’ inquiry, she states that her recent order was shipped to the incorrect address. She wants a new order shipped to her without delay, as the item is needed for the holidays. Upon review of the order, we show Ms. [redacted]’ current address is correct on her account. It is possible that when Ms. [redacted] placed her order, she did not confirm the shipping address on her order. Due to this error, we have shipped a new package to the corrected address on November 24, 2016. When shipping this order, we did not charge for it, as the order was already charged for on the previous order. Tracking results indicate this order was delivered to Ms. [redacted]’ Beckstead Court address on November 29, 2016. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she may need further assistance, or has any questions, she may contact our Customer Service office at ###-###-#### between the hours of 8:00 am and 8:00 pm Central Time, Monday – Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
This issue was thoroughly reviewed, investigated and discussed. The customer was given the option of a $300.00 [redacted] Gift Card or an [redacted] Gift Card. According to our records, the customer chose the [redacted] Gift Card. The [redacted] Gift Card was sent to the address on file for the customer which was activated on February **, 2014. In addition, the customer called to inquire of the balance on the Gift Card on April **, April ** and May *, 2015. No further action is required. This is our final position.
A Verizon billing escalation representative spoke with [redacted] and agreed to provide a standard set top box at no charge. A Verizon technician was dispatched on 6/**/2016 and installed an outlet for her. The representative will follow up the July 2016 bill to make sure the billing is correct.
Verizon investigation determined the customer was sent a $200.00 restricted [redacted] gift card. The Service Order Confirmation reflected the customer was to receive a regular $200.00 [redacted] gift card. I spoke with [redacted] on April *, 2017, apologized and advised her to call ###-###-#### to...
have the card she received changed for the type of card she was supposed to receive. I explained I tried to do this for her but for security purposes information from the gift card she received was required. I advised [redacted] to call me if she had any problems. I did not hear back from [redacted] and called leaving her a message and provided my number for call back if she required any further assistance.
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 tried returning a call to Mr. C[redacted] on [redacted] around 530pm - before 6pm (his advertised closing time) and he never tried to call me back. this is his phone # ###-###-#### Ext. [redacted]. My final bill w/[redacted] was $6.30 (and I had a credit of $6.30 w/[redacted], so did not owe them anything with the Nov. [redacted] payment that I made to Verizon), not the reg. fee of $69, so I am owed a refund.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The response to my complaint is basically a restatement of the reasons Verizon has imposed these charges and they offer no relief. It should be noted that I am in the middle of a two year contract with Verizon for their services and, as a result, I am unable to change providers without significant penalty. Therefore, Verizon has unilaterally required that I pay an extra monthly fee, buy one of their routers, or purchase a 'compatible' router from another vendor without providing detailed technical specifications on what constitutes compatibility.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised Verizon has fixed the glitch in the system that was not allowing [redacted] to access his account online. I spoke to [redacted] and he advised he can now access his account online.
CONFIDENTIAL COMMUNICATION July 12, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: 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 her WebBank/Fingerhut Advantage Account purchase from August 14, 2015 for a Frigidaire 30-Inch Freestanding Electric Range. Ms. [redacted] states she notified us immediately upon learning that the range was delivered damaged at her daughter’s residence, for whom she purchased it. The first representative advised they would begin the return process with additional follow up to Ms. [redacted] at a later time, however, after a week of no further communication in this regard, Ms. [redacted] contacted us again. A different representative advised her to contact Frigidaire to initiate the return but, in doing so, Frigidaire referred her back to us. Ms. [redacted] states we gave her further assurances we would handle this, but her daughter still has the range in her possession, and this issue has remained unresolved for ten months. Ms. [redacted] requests that the range be picked up and the purchase price be credited back to her account in full, including any late fees assessed when she initially withheld payment awaiting our assistance to return it. Please note that to return the range, there were additional steps involved beyond our regular handling, as it was shipped directly by the vendor. Ms. [redacted]’s daughter as the recipient should have received a packing slip insert at the time of delivery with the special return instructions. In addition, a disclosure appeared on our website’s product overview page for this item which stated, “In order to ensure the best service for your new appliance, all service issues must be arranged with the vendor. Please see packing slip for further information.” Our records confirm that Ms. [redacted] first notified us via phone on September 15, 2015 that the range arrived damaged. The representative advised that, while it could not be handled according to our standard return processes, they would refer the matter to our Vendor Support Department. This was completed on September 17, 2015 when they sent a response to Ms. [redacted]’s email on file, [email protected], advising to contact the manufacturer, Frigidaire, for assistance. Regrettably, this was inaccurate information due to representative error, as Ms. [redacted] should have been directed to the vendor-supplier, Almo Corporation. When Ms. [redacted] called on October 5, 2015 and the issue was again referred to vendor support, it was correctly handled the next day with our request to Almo to initiate a return on Ms. [redacted]’s behalf. On October 7, 2015, Almo responded by requesting pictures of the damage. On the same date, we sent another email to the same email above but, regrettably, it omitted that the vendor needed pictures and only advised the customer to “refer to their packing slip included with the appliance.” However, in a subsequent email sent to Ms. [redacted] on November 2, 2015, we advised her to provide pictures of the damage and she could return these to us. Our records show that we received the pictures on January 21, 2016 and forwarded them to Almo on the same date. However, upon receiving Ms. [redacted]’s inquiry we became aware that after we provided the vendor with her pictures they did not contact her. We sincerely apologize for the excessive delays she has experienced, on our part and on behalf of the vendor. As a remedy, we have issued an account credit for the electronic range’s full purchase price of $1,064.99. The related accrued interest charges have also been credited in the amount of $234.82, as well as two late fees credits for $37.00 each. These have already applied to the account and will reflect on an upcoming statement for Ms. [redacted]’s records. Her balance as of this response, which we confirm is fully accurate, is $1,190.14, and her adjusted minimum payment amount is $69.99, due by July 18, 2016. Because Ms. [redacted] was also carrying, and continues to carry, an outstanding balance for other items she purchased, the previous payments she was making have been applied to the balance still owing so she is not subject to a refund for those past payments. In addition and in the coming days, the freight carrier, MXD Group, will contact Ms. [redacted] for pick-up arrangement of the electric range, if they have not done so already. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
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:
Again I requested a transfer if you look at my bill the HBO was renewed prior to August, so therefore should all be included with my equipment I walked over per Carlita. I am asking you to pull the call records, if you have questions call me.
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
June 9, 2015
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]...
[redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the recent inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our investigation confirms that Ms. [redacted] purchased a Samsung Galaxy SIII mini I8200 Unlocked Smartphone via the Gettington website on July 22, 2015. We received it as a return on July 28, 2015, but it was denied for an exchange or a refund by the Returns Department for not meeting the terms of our return policy covering cellular phones.
The special restrictions on returning the Samsung phone were disclosed on the main "product features" webpage for that phone. Since Ms. [redacted] found and purchased the phone on the website, the return limitations were prominently displayed and available for her to review prior to purchasing it.
This information appears immediately below the product description of the phone, under the heading of "Returns Are Limited For Mobile Devices," and states: "Once shipped, only defective and damaged devices can be exchanged for an identical device on phones. Defective and damaged exchanges must be within 30 days of purchase."
Because Ms. [redacted] phone was found to be in good working order (not defective), it did not qualify to be returned. For this reason, we are returning the phone to Ms. [redacted] at her address on file of [redacted] Tarboro, NC 27886. The product will be shipped back to Ms. [redacted] on August 29, 2015.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not received any check so far. I am still waiting.
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]