On 8/**/16 the company agreed to call the customer on 8/**/16. On 8/**/16, the customer was advised the reward points have been added to the account. At that time the customer was advised that his request to add additional points could not be honored and he needed to contact, ###-###-#### for additional reward concerns. Verizon apologizes for the delay but does not compensate for inconvenience.
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.I will go ahead and accept the $50 credit made to my account. Thank you for all your help!
Please be advised Verizon has reviewed the consumers account, records reflect back on 5/**/16 the consumer was advised that a $20 recurring credit would be applied to the account for 20 additional months. The order to place the credit on the account inadvertently was not issued. As of 6/**/16 Verizon has issued adjustments on the May and June statements and has placed the order to have the recurring $20 credit applied to the account. Voicemail messages have been left for the consumer advising of the above information . Verizon apologizes for any inconvenience caused regarding this billing error.
On 12/**/16, a Verizon representative discussed the concern with the customer. The representative submitted a request to the credit agencies to correct the inquiry. The process takes 30 days for completion with the agencies. The customer was advised. We apologize for...
Our investigation determined the customer was billed inerror for services at the new addressed. We issued credit adjustment for the full amount outstandingbringing the charges owed to a 0 balance. The account was pulled back for the outside collectionagency and all collection action ceased. We...
sincerely apologize for the problems the customer hasencountered and appreciate this being brought to our attention.
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 am unable to log into the Verizon website to bring my balance current - my account is frozen. Additionally, NONE of the credits have been applied at this time, and I received an email on 5/1 (last night) from an automated Verizon account telling me that my balance is STILL unresolved/unadjusted and stands at $714.90. My service was also suspended last night - I do not have ANY service at this time. I should only have the 50/50 internet package - that is all I ever wanted, and all I was ever supposed to have. Please help - this is getting ridiculous.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about her bill. Please be advised that our Billing Investigation Team was able to speak with [redacted] today, January *,...
2018. We were able to remove HBO NOW from the bill, credit for all applicable charges and also issue credits for her intermit service concerns. She will be able to see these credits online or once her February bill prints. She also understands that we offer Business accounts. Our Technical Support Team was able to confirm that there are no troubles on this stable line. There are several trouble reports on the account, but none indicate any network issues and testing stable. [redacted] has our direct contact information if she would like to discuss this information further. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
I am rejecting this response because: the phone had been repaired. This issue has nothing to do with the screen being broken. This issue has to do with music and the reader when you try to do banking or whatever requires you to use prompts.
...⇄ # [redacted] Revdex.com of Minnesota 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the items she returned to us and her dissatisfaction regarding her liability for the original shipping and handling fees. Our records indicate an order was placed by mail on October 27, 2015 for the Alcove Tab-Top 80”W x 84” L Panel Pair in Spice totaling $79.98 with shipping and handling. The order was shipped to the address we have on file for Ms. [redacted] and was delivered on November 3, 2015. On November 12, 2015 we received the return of the panel pair and credit was issued in the amount of $52.04. The reason Ms. [redacted] indicated for the return was that the color was not as expected. On November 13, 2015 an order was placed for the Alcove 80”W x 84”L Insulated Foamback Tab-Top Panel Pair in Camel totaling $79.98 including shipping and handling as an exchange for the original order per Ms. [redacted]’s request. The order was shipped to the address we have on file and was delivered on November 23, 2015. We received the return of the panel pair in camel on December 10, 2015 and credit was issued in the amount of $52.04. Ms. [redacted] indicated the reason for return was that the color was not as expected. Our return policy is listed in our catalogs and on our website 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 original shipping and handling charge of $19.99 and return shipping fee of $7.95 for each panel pair was not credited due to a “non qualifying” return reason. On December 14, 2015, Ms. [redacted] contacted our Customer Service D epartment regarding the balance on her account. The balance at that time was $55.88 for the original shipping and handling fees and the return shipping fees for both orders. On January 29, 2016 Ms. [redacted] spoke with an agent from our Billing/Recovery Department and advised her the balance remaining on her account was due to the original shipping and handling fees and return shipping fees. Ms. [redacted]’s monthly statements have been sent to the address we have on file for her, however to this date we have not received any payments. When Ms. [redacted] opened her Fingerhut Account she agreed to the terms and conditions of the credit account. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On May 15, 2016 Ms. [redacted]’s billing statement reflects the current balance on her account is $113.83. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. Furthermore, because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. The Fair Credit Reporting Act requires us to report accurate information to these agencies. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Company records show that the customer agreed to a new bundle in 9/2016. The rate for the new bundle was reflected as $54.99 and included the following on page 2 of the 9/**/16 billing statement of the 9/**/16 bill: $60 Internet discount includes $40 discount expiring 11/**/16 and $20 discount...
expiring 9/**/18. $20 TV discount includes $15 discount expiring 11/**/16 and $5 discount expiring 9/**/18. The 11/**/16 billing statement did not include the discounts that expired on 11/**/16 and the bill increased by $55.00 billing the bundle at $104.99. Calls to discuss this with the customer were unsuccessful. However, based on the information provided, no credit is warranted as the customer has been billed correctly. The company apologizes for any miscommunication.
Initial Business Response /* (1000, 5, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 20, 2015
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.
We would like to apologize for any difficulties Ms. [redacted] had understanding our phone agents. We strive to exceed our customer's expectations, and make their experiences with our phone agents satisfying.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
Please be advised I spoke to [redacted] to review the situation and apologize for the inconvenience this matter has caused. We confirmed the account received credit for the $49.99 tech visit fee that will appear on the August *, 2016 statement. The account also received a credit of...
$50.95 for the TV equipment for the time it was not working. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
I spoke to [redacted] and issued a $90 recurring credit to offset the rate he was promised until Nov2017. I also issued a 1 time credit of $88.94 to bring the current balance to $13.30. The customeris satisfied. Case closed.Tell us why here...
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 am in contact with Verizon and they say they are trying to resolve the issue, but that "it's gonna take time, could be one month could be one year". They have not resolved anything and are refusing to commit to a time frame in which they will resolve it. At the same time, they continue billing me for the service even though they have yet to supply it. I am paying for a service I'm not receiving and they have no problem charging me, while also admitting that they are not providing the service and that they have no idea when - if at all - they will be able to.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon continues to address this complaint. We apologizefor the delay caused by extensive research and the need to communicate with thecomplainant. An internal case remains open with Verizon until such time as thematter is fully addressed and resolved.
Verizon did not summarize the situation properly. The tech from Verizon made two mistakes. One in saying that the buffer speed needed to be reset by the optimizer. The buffer speed was correct and even after I downloaded the optimizer and ran it, the buffer speed was unchanged. Also, the Verizon tech told me to do something that made me block further downloads from the optimizer, I forget exactly what. I believe that the problems I was having was due to Verizon not delivering the speed that I was paying for and that Verizon made sure that this was corrected after I called, but they tried to blame the situation on a problem with my machine. The tech people did make simple mistakes , one of which I did not know about and the other that I might have known to avoid if I had been sharper, but people are generally not at their best when there is a computer problem One does not expect the service company to makes things worse, but good old Verizon always does the job of making a problem that should be able to be corrected in a minute or two, waste hours. THE TECHS MADE ROOKIE MISTAKES and wasted my time and I believe that the real problem was that Verizon was slowing down the internet. This is why I seek credit and an apology
Revdex.com:I have already returned the first box and have not opened the second yet. I would like the mailing label for the second box sent to my email at k[redacted][email protected]. Otherwise I will take the unopened box to UPS and refuse package, having it returned to sender.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Our representative spoke with the customer on August **, 2015 to advise we are in receipt of the complaint and the issue was referred to the appropriate department to review & investigate. I spoke with the foreman on September ** who referred the issue to our Contract Service Group. A...
foreman spoke with the customer on September **. The customer will provide an estimate that he has already received. The Contract Group will work directly with the customer's electrician and have him complete the repair. I spoke with the customer on September ** who confirmed he spoke with a foreman. He has my contact information if there are any concerns.
I am rejecting this response because:The computer is of very poor quality. It has numerous performance issues after a very short period of time. I would like fingerhut to at least credit my account for a portion of the price of the merchandise. I am a single women living on a fixed income and would be grateful for anything they can do.
On 8/**/16 the company agreed to call the customer on 8/**/16. On 8/**/16, the customer was advised the reward points have been added to the account. At that time the customer was advised that his request to add additional points could not be honored and he needed to contact, ###-###-#### for additional reward concerns. Verizon apologizes for the delay but does not compensate for inconvenience.
Verizon tech support is available via telephone to troubleshoot with the customer. As stated the customer has been provided their contact information.
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.I will go ahead and accept the $50 credit made to my account. Thank you for all your help!
Please be advised Verizon has reviewed the consumers account, records reflect back on 5/**/16 the consumer was advised that a $20 recurring credit would be applied to the account for 20 additional months. The order to place the credit on the account inadvertently was not issued. As of 6/**/16 Verizon has issued adjustments on the May and June statements and has placed the order to have the recurring $20 credit applied to the account. Voicemail messages have been left for the consumer advising of the above information . Verizon apologizes for any inconvenience caused regarding this billing error.
On 12/**/16, a Verizon representative discussed the concern with the customer. The representative submitted a request to the credit agencies to correct the inquiry. The process takes 30 days for completion with the agencies. The customer was advised. We apologize for...
the inconvenience this matter caused.
Our investigation determined the customer was billed inerror for services at the new addressed. We issued credit adjustment for the full amount outstandingbringing the charges owed to a 0 balance. The account was pulled back for the outside collectionagency and all collection action ceased. We...
sincerely apologize for the problems the customer hasencountered and appreciate this being brought to our attention.
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 am unable to log into the Verizon website to bring my balance current - my account is frozen. Additionally, NONE of the credits have been applied at this time, and I received an email on 5/1 (last night) from an automated Verizon account telling me that my balance is STILL unresolved/unadjusted and stands at $714.90. My service was also suspended last night - I do not have ANY service at this time. I should only have the 50/50 internet package - that is all I ever wanted, and all I was ever supposed to have. Please help - this is getting ridiculous.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about her bill. Please be advised that our Billing Investigation Team was able to speak with [redacted] today, January *,...
2018. We were able to remove HBO NOW from the bill, credit for all applicable charges and also issue credits for her intermit service concerns. She will be able to see these credits online or once her February bill prints. She also understands that we offer Business accounts. Our Technical Support Team was able to confirm that there are no troubles on this stable line. There are several trouble reports on the account, but none indicate any network issues and testing stable. [redacted] has our direct contact information if she would like to discuss this information further. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
I am rejecting this response because: the phone had been repaired. This issue has nothing to do with the screen being broken. This issue has to do with music and the reader when you try to do banking or whatever requires you to use prompts.
May 17, 2016...
...⇄ # [redacted] Revdex.com of Minnesota 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the items she returned to us and her dissatisfaction regarding her liability for the original shipping and handling fees. Our records indicate an order was placed by mail on October 27, 2015 for the Alcove Tab-Top 80”W x 84” L Panel Pair in Spice totaling $79.98 with shipping and handling. The order was shipped to the address we have on file for Ms. [redacted] and was delivered on November 3, 2015. On November 12, 2015 we received the return of the panel pair and credit was issued in the amount of $52.04. The reason Ms. [redacted] indicated for the return was that the color was not as expected. On November 13, 2015 an order was placed for the Alcove 80”W x 84”L Insulated Foamback Tab-Top Panel Pair in Camel totaling $79.98 including shipping and handling as an exchange for the original order per Ms. [redacted]’s request. The order was shipped to the address we have on file and was delivered on November 23, 2015. We received the return of the panel pair in camel on December 10, 2015 and credit was issued in the amount of $52.04. Ms. [redacted] indicated the reason for return was that the color was not as expected. Our return policy is listed in our catalogs and on our website 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 original shipping and handling charge of $19.99 and return shipping fee of $7.95 for each panel pair was not credited due to a “non qualifying” return reason. On December 14, 2015, Ms. [redacted] contacted our Customer Service D epartment regarding the balance on her account. The balance at that time was $55.88 for the original shipping and handling fees and the return shipping fees for both orders. On January 29, 2016 Ms. [redacted] spoke with an agent from our Billing/Recovery Department and advised her the balance remaining on her account was due to the original shipping and handling fees and return shipping fees. Ms. [redacted]’s monthly statements have been sent to the address we have on file for her, however to this date we have not received any payments. When Ms. [redacted] opened her Fingerhut Account she agreed to the terms and conditions of the credit account. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On May 15, 2016 Ms. [redacted]’s billing statement reflects the current balance on her account is $113.83. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. Furthermore, because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. The Fair Credit Reporting Act requires us to report accurate information to these agencies. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Company records show that the customer agreed to a new bundle in 9/2016. The rate for the new bundle was reflected as $54.99 and included the following on page 2 of the 9/**/16 billing statement of the 9/**/16 bill: $60 Internet discount includes $40 discount expiring 11/**/16 and $20 discount...
expiring 9/**/18. $20 TV discount includes $15 discount expiring 11/**/16 and $5 discount expiring 9/**/18. The 11/**/16 billing statement did not include the discounts that expired on 11/**/16 and the bill increased by $55.00 billing the bundle at $104.99. Calls to discuss this with the customer were unsuccessful. However, based on the information provided, no credit is warranted as the customer has been billed correctly. The company apologizes for any miscommunication.
Initial Business Response /* (1000, 5, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 20, 2015
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.
We would like to apologize for any difficulties Ms. [redacted] had understanding our phone agents. We strive to exceed our customer's expectations, and make their experiences with our phone agents satisfying.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
Please be advised I spoke to [redacted] to review the situation and apologize for the inconvenience this matter has caused. We confirmed the account received credit for the $49.99 tech visit fee that will appear on the August *, 2016 statement. The account also received a credit of...
$50.95 for the TV equipment for the time it was not working. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
I spoke to [redacted] and issued a $90 recurring credit to offset the rate he was promised until Nov2017. I also issued a 1 time credit of $88.94 to bring the current balance to $13.30. The customeris satisfied. Case closed.Tell us why here...
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 am in contact with Verizon and they say they are trying to resolve the issue, but that "it's gonna take time, could be one month could be one year". They have not resolved anything and are refusing to commit to a time frame in which they will resolve it. At the same time, they continue billing me for the service even though they have yet to supply it. I am paying for a service I'm not receiving and they have no problem charging me, while also admitting that they are not providing the service and that they have no idea when - if at all - they will be able to.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon continues to address this complaint. We apologizefor the delay caused by extensive research and the need to communicate with thecomplainant. An internal case remains open with Verizon until such time as thematter is fully addressed and resolved.
Verizon did not summarize the situation properly. The tech from Verizon made two mistakes. One in saying that the buffer speed needed to be reset by the optimizer. The buffer speed was correct and even after I downloaded the optimizer and ran it, the buffer speed was unchanged. Also, the Verizon tech told me to do something that made me block further downloads from the optimizer, I forget exactly what. I believe that the problems I was having was due to Verizon not delivering the speed that I was paying for and that Verizon made sure that this was corrected after I called, but they tried to blame the situation on a problem with my machine. The tech people did make simple mistakes , one of which I did not know about and the other that I might have known to avoid if I had been sharper, but people are generally not at their best when there is a computer problem One does not expect the service company to makes things worse, but good old Verizon always does the job of making a problem that should be able to be corrected in a minute or two, waste hours. THE TECHS MADE ROOKIE MISTAKES and wasted my time and I believe that the real problem was that Verizon was slowing down the internet. This is why I seek credit and an apology
Revdex.com:I have already returned the first box and have not opened the second yet. I would like the mailing label for the second box sent to my email at k[redacted][email protected]. Otherwise I will take the unopened box to UPS and refuse package, having it returned to sender.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Our representative spoke with the customer on August **, 2015 to advise we are in receipt of the complaint and the issue was referred to the appropriate department to review & investigate. I spoke with the foreman on September ** who referred the issue to our Contract Service Group. A...
foreman spoke with the customer on September **. The customer will provide an estimate that he has already received. The Contract Group will work directly with the customer's electrician and have him complete the repair. I spoke with the customer on September ** who confirmed he spoke with a foreman. He has my contact information if there are any concerns.
I am rejecting this response because:The computer is of very poor quality. It has numerous performance issues after a very short period of time. I would like fingerhut to at least credit my account for a portion of the price of the merchandise. I am a single women living on a fixed income and would be grateful for anything they can do.