Initial Business Response /* (1000, 5, 2015/11/17) */
CONFIDENTIAL COMMUNICATION
November 13, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on March 10, 2015 Ms. [redacted] purchased a Zeki 8" 8GB Android Tablet with Google Play. On June 30, 2015 Ms. [redacted] contacted Fingerhut stating the product was not working properly. The agent correctly advised her that she would need to contact the manufacturer as we require returns to be made in accordance with our return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, 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."
All of our electronic devices are shipped to customers in a new condition, and have not been previously used. Occasionally, a customer will experience a problem with a device, as if the case with Ms. [redacted]. Unfortunately, this product was not purchased with a warranty and when Ms. [redacted] contacted us about the problem, it was outside of our return time frame. We sent a letter to Ms. [redacted] on July 29, 2015 explaining our return policy.
We received Ms. [redacted]'s return a second time on October 20, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return for same the reason stated above, and the product will be shipped back to her. She should allow up to 45 days to receive the product back from Fingerhut.
Our records indicate on October 1, 2015 Ms. [redacted] purchased an additional Zeki 8" 8GB Android Tablet with Google Play. This tablet is also out of our return policy time frame, which Ms. [redacted] was made aware of on November 11, 2015.
If Ms. [redacted] is having issues with either of her tablets, she will need to contact the manufacturer, Zeki, at [redacted].
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted]: I will be mailing a full response with attachments but first of all I would like to say Fingerhut is lying. 1) I called early June 2015 not June 30th. 2) I noticed Fingerhut stated after 180 days , they can no longer issue a credit. No 180 days had passed so why can't I return the product? A red flag should jump out to you. 3) The manufacturer told me the tablet was used/refurbished. I will print and mail the email to you. Fingerhut can argue with the manufacturer about this. 4) Fingerhut told me in an email that the reason they emailed me the October 1, 2015 Smart Return Label was because the agent thought I was returning the October 1 order. This is a lie. How could she have thought this when I had not ordered the second ZEKI until much later that day. When I was talking to her there no such order had been placed. There was only one order in the system. I will mail this email also. 5) Fingerhut reassured me twice that this issue was resolved. Once on 10/1/2015 and again on 10/28/2015. Fingerhut has lied and given very poor customer service best. At worst, maybe laws have been violated. Again, do not close this case. There are some documents I would like to mail you. In fact, I can forward the emails to you. What email address can I forward them to you? Thank you. Talk to you soon. [redacted]
Final Business Response /* (4000, 10, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 19, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As previously stated, our records indicate Ms. [redacted] contacted Fingerhut on June 30, 2015 stating her tablet was not working properly. At this time she was correctly advised by the agent that she would need to contact the manufacturer as we require returns to be made in accordance with our return policy. She purchased the tablet on March 10, 2015. Ms. [redacted] would have had 30 days to return to tablet for credit or exchange.
We are uncertain as to why Zeki would have thought the product sent to Ms. [redacted] was refurbished. As we stated in our previous response, all of our electronic devices are shipped to our customers in a new, and unused condition.
On October 20, 2015 Ms. [redacted] returned the tablet she purchased on March 10, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return and the product would be shipped back to her.
At this time all of the tablets Ms. [redacted] has purchased are out of our return policy timeframe. If the tablets still are not working correctly she will need to contact Zeki at [redacted].
We have provided Ms. [redacted] with all of the information we have on this matter. At this time, Fingerhut considers this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Please be advised, Verizon has reviewed the consumers account. Records reflect the modem/equipment was received by Verizon on 8/*/15.. Verizon has adjusted the consumers account in full. Total amount adjusted $211.99. The balance now owing on the account is $156.35. Verizon apologizes for any...
We spoke with [redacted] and he advised he upgraded to 100/100 for $10 more, but after installed and tech left, he wasn't getting speed, was slower than had prior. He advised after speaking with technicians and still couldn't get resolved, was told speed wasn't compatible with computer. Customer...
decided to downgrade back to speed had before, 50/50, but was told wouldn't pay 79.99 would pay 94.99. Customer advised that he didn't believe that it is fair due to Verizon couldn't give him thespeed that was sold to him. The customer advised that he shouldn't be stuck with slower speed and now have to pay higher rate. I apologized to customer and advised previous representative added the $4.99 for 12 months, and I added the $8.99 credit to cover 1 box (equipment) Advised he will still base price as $94.99 but with the 2 discounts and taxes, will bring bill back down to $113.58 including taxes. Advised customer will still be paying same as before. Same contract, contract doesn't expire until November 2016. Advised customer at that time then he would have to renew bundle to see what's available. Customer ok. Advised customer Hbo free for 12 months is due to expire November 14, 2015. If keep would pay $19.99 more. He advised, we can removed that, has showtime. Sent confirmation email, went over in detail pricing and discounts. Customer is all set. Ok to close.
The customer service representative has made several attempts to contact the customer and left detail messages. The representative will credit the customer's account in the amount of $99.99 for the set up fee once the bill generates.
Initial Business Response /* (1000, 7, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
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 a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on our website for a Super Chef 14 pc. Nonstick Cookware Set on March 18, 2013. We have no record of a Rachel Ray Cookware Set being placed on Ms. [redacted]'s account.
Our return policy is listed on our website and in our catalogs and states, in part:
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.
After a thorough review of Ms. [redacted]'s account, we have no record of her contacting us in reference with any problem for the Cookware. Unfortunately, due to the length of time she has had the Cookware we are unable to accept the return.
On December 13, 2013 our records indicate an order placed for a Ragalta Thermo Electric Hot and Cold Water Cooler and a 2 yr. Extended Service Plan (ESP). On January 13, 2014 Ms. [redacted] contacted us to advise she would be returning the Water Cooler because she did not like the item. On March 28, 2014 we sent an "affidavit of non-receipt of returned merchandise" since we did not receive the return. On April 30, 2014, a letter was sent to the address on file for Ms. [redacted] advising we require a copy of her return receipt. We have no record of receiving the receipt. We suggest Ms. [redacted] contact the shipping company she used to return the item for additional assistance.
Please understand we make every effort to apply our policies consistently and fairly to all of our customers and we are applying the policy the same for her as we would any other customer with similar circumstances.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the rep has responded to is incorrect and she may claim there is no record of the complaints or disputes however those are lies.
Another reason why I don't exactly shop for products anymore because they do not honor their word. Yes I purchased extended warranty for the product however, I can't make a claim on something that was returned because I cannot produce the product.
Thanks
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.
Lea from Haband has contacted me and given me the invoice I have requested for 5 months and told me that the late charges would be removed. I have yet to receive a new invoice from Comenity Capital Bank and so the matter is NOT resolved yet. Hopefully soon, but it was all so unnecessary in the first place that I have my doubts.
According to Verizon's records, on April **, 2016 Verizon's Financial manager spoke with Mike P from IC Systems who confirmed the account was recalled on March **, 2016. Subsequent to the call, Verizon submitted a request (AUD Control number [redacted]) to all credit bureaus to remove the record from the customer's profile. The consumer must allow up to 30 days for the bureaus to update their records. No credit is warranted; as the early termination fee is a valid charge. No further action is required by Verizon.
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding a final bill they received with an early termination fee. The consumer contacted Verizon on 5/**/15 to transfer their service to a new address. At the time the order was placed the consumer agreed to a two year contract with Verizon. The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract. On 7/**/17 Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the 2 year contract. Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office. On 7/**/17 Verizon provided the consumer our website [redacted] to submit payment for their final bill. We also advised the consumer if they use paper check information for payment they will avoid paying the $3.50 bill matrix fee. Verizon also apologized and advised the consumer this could not be removed from their credit report. The consumer understood and has our contact information should they have any further concerns. Verizon’s position remains the same.
Initial Business Response /* (1000, 5, 2015/11/12) */
CONFIDENTIAL COMMUNICATION
November 12, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account. We have included the last three monthly statements and account activity.
Ms. [redacted] states that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also states that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further states that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have the any negative reporting from September and October removed.
According to our records the latest order placed on Ms. [redacted]'s account was on May 16, 2015, in an amount totaling $384.96
We have received several payments on Ms. [redacted]'s account from a Visa debit card ending 5254 showing the name of [redacted] Marie [redacted] and a checking account ending 2771. The last payment was received on October 27, 2015 for $20.00.
According to our records we did not receive the minimum monthly payment due of $46.99 by September 24, 2015. When Ms. [redacted]'s statement processed on September 28, 2015 it reflected a new minimum payment of $93.98 due by October 24, 2015. On October 16, 2015, Ms. [redacted] made a $50.00 payment which left a remaining balance of $43.98 due by October 24, 2015.
Our records indicate we were contacted by Ms. [redacted] on October 27, 2015 regarding the status of her account. She first spoke with a representative who advised her that a late fee could be credited to her balance if she made a payment of $43.98, which would bring her account current. In response Ms. [redacted] stated that she believed she only owed $17.98 asked to speak to a supervisor. The supervisor Ms. [redacted] spoke with credited the late fee of $26.00 as a courtesy.
As of November 12, 2015, Ms. [redacted]'s account is being reported with a balance of $557.06 with a past due of $23.98.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $70.97 is due by November 24, 2015.
Please note, late fees are applied and credited to the account balance and not the minimum payment due.
Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015.
If Ms. [redacted] is unable to make the full minimum payment due, her account may qualify for a payment plan.
Ms. [redacted] may contact our Billing Department at [redacted] 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 Standard Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a reiteration of my original complaint and does not address the conduct of the customer service/billing team or the fact that I was told one thing and another thing occurred.I am not satisfied with the given response.
Final Business Response /* (4000, 9, 2015/11/24) */
CONFIDENTIAL COMMUNICATION
November 23, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account.
In her original complaint Ms. [redacted] stated that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also stated that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further stated that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have any negative reporting from September and October removed.
In Ms. [redacted]'s response dated November 13, 2015, she states that Fingerhut did not address the conduct of the customer service/billing team or the fact that she was told one thing and another thing occurred.
According to a review of the call recording on October 27, 2015, a representative advised Ms. [redacted] that she could make a payment of $43.98 to bring the account current, and then the late fee could be credited to her balance. Ms. [redacted] stated that she believed she only owed 17.98 due to the $26.00 late fee. The representative advised Ms. [redacted] that late fees are only applied and credited to the account balance. Ms. [redacted] then asked to speak to a supervisor.
The supervisor credited the late fee of $26.00 as a courtesy and attempted to explain the impact of paying less than the minimum due. Ms. [redacted] indicated she made a $20.00 payment online and that she did not have additional money at this time. The supervisor stated the $26.00 late fee had been removed from the account balance.
Fingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]'s expectations.
As stated in our response dated November 12, 2015, "Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015."
Based on the fact no further information was provided regarding your account, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Verizon's Customer Service Escalation team representative reviewed Mr. J[redacted] account and concerns. Mr. J[redacted] was contacted on 10/**/15 and provided information. Mr. J[redacted] declined additional discounts for 12 months. Mr. J[redacted] agreed to have order issued to disconnect service...
with date of 10/**/15.We trust this information will help to resolve [redacted] concerns.
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: There have been numerous calls made to Verizon about the problem for 2 months home phone and internet net was not fix. They charged me for a repair man that has been here @ my president twice to fix the same problem that is still has not been fix. I feel 2 months credit for Internet services is fair. A credit of $100.00 is fair to solve this problem...
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I am unable to file a police report or further pursue this matter as I live in Ecuador. The business' response requires me to do things in the U.S. that I cannot. I am, therefore, withdrawing my complaint.
We require legal name for billing purposes. In order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he placed an order with Fingerhut and then received an order confirmation email stating he had 1 hour to cancel his order, which he considered to be a red flag. He also states the email he received advised he should call customer service and they would be available 24/7. He states he called Fingerhut to cancel and was told they would attempt to cancel his order, but if they couldn’t to refuse the shipment and have the merchandise credited to his account. His desired resolution is to have his order cancelled. Our records indicate Mr. [redacted] placed an order for a Samsung 43" 1080p LED Smart TV on September 3, 2016. He was sent an order confirmation email, which indicated he would have two hours from the time he placed the order, which our records indicate was 10:44 pm, to cancel the order if he needed to. His email provided a time of 12:44 am on September 4, 2016. We provide cancellation options to our customers as a courtesy in the event they change their mind about the order, wish to order additional items, change a color, etc. The email also advised that Mr. [redacted] should contact ###-###-####, 24 hours a day, 7 days a week. Please be advised this number is where orders are placed, or could be canceled, and is different from our customer service number. It is open 24 hours a day, 7 days a week. Our customer service number is ###-###-####, and representatives assist customer between the hours of 8:00am to 8:00pm, CT, Monday through Friday. If Mr. [redacted] contacted this number after hours he would have received a recorded message. On September 5, 2016 we received notification to cancel this order. Please understand that we start filling orders as soon as possible and occasionally a product is already in the process of shipped at the time a cancellation request is processed. For this reason Mr. [redacted] was told Fingerhut would attempt to cancel the order, but could not guarantee cancellation. We were able to fulfill Mr. [redacted]’s request before the order processed. The order was cancelled on September 5, 2016. If Mr. [redacted] has any other questions, he may contact us at ###-###-####, between the hours of 8:00am and 8:00pm CT, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
spoke withCusotmer to advise freeze is in place, bill address in changed and who slammed her ). A direct debit was made from her account ending in [redacted] for $222.55 and we have no idea where it went and I advised her I will research it. I also applied a credit of $40.00 to May 2016 bill to cover voice chargesPer RMCC-payment for $222.55 was for account -[redacted] which is and appears to be customers other service in Plymouth MA. I also put a claim on other account so there is no treatment. I called and left message accordingly Per Customer I added non published service to Plymouth account and removed the direct payment optio
Dear Ms. [redacted], Please see my attached letter to your office regarding [redacted] concerns. My response exceeds the 2000 character limit so I have attached it to this inquiry. Thank you, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION January 12, 2017 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 an inquiry received from your office on behalf of [redacted], regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’ complaint she states that she placed an order on December 16, 2016 for an order that was guaranteed to be delivered by Christmas, and that she did not arrive one of the items in time. She states that she has an email from us explaining in stock items that were purchased by December 20, 2016 would be guaranteed for Christmas delivery. Ms. [redacted] also states that she requested a supervisor on two occasions and was unable to speak with one. Our records indicate Ms. [redacted] did place an order on December 16, 2016, for five items, which should have shipped in four different packages. One of the items Ms. [redacted] ordered was a Men’s Shaving Kit. This item was scheduled to ship via UPS and had a label and tracking number created for it on December 19, 2016. For a reason unknown to us, it does not appear as though the item was actually transported by UPS for delivery. We have issued credit for that item in the amount of $49.99 as of January 13, 2017. Ms. [redacted] is correct that our Guaranteed Christmas Delivery promise was that in stock warehoused items, which were ordered before Noon CT on December 20, 2016 with standard shipping were guaranteed by us to be delivered by December 25, 2017. We sincerely apologize that this item was not delivered to Ms. [redacted] by December 25, 2017. We are mailing Ms. [redacted], under separate cover, a promotion code for $20.00 off her next Gettington.com order. If Ms. [redacted] has additional questions, she may contact us at Gettington.com/customerservice or at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
Initial Business Response /* (1000, 5, 2015/12/21) */
CONFIDENTIAL COMMUNICATION
December 21, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states that she paid off her Fingerhut credit account in July 2015 and she would like her credit report updated to current as of July 2015.
According to our records, Ms. [redacted]' Fingerhut account reports to the credit bureaus after the nineteenth each month. On July 19, 2015, the balance on her account was $63.24, with a past due of $61.96. The account was accurately reported as ninety days late, as only one payment for $10.00 had been received since February 15, 2015.
On July 20, 2015, a $10.00 payment was received. The remaining balance of $53.24 was paid in full on August 11, 2015.
Ms. [redacted]' account is accurately reporting as current with a balance of zero, as of August 19, 2015.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]' Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
Ms. [redacted]' account was closed per customer request on December 11, 2015 and will be reported to the bureaus as closed after December 19, 2015. Please allow up to thirty days for the credit bureaus to update this information.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
[redacted] Thank you for referring the complaint of [redacted] to ouroffice for review. We appreciate this matter being brought to ourattention. Our investigation concludes; Verizon technical supportverified that STB, serial number[redacted], orderedthe PPV event...
BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. Theprocessing for billing purposes added the $99.99 charge to the statement on5/*/15 in accordance to the FiOS TV Terms of Service.11.PRICING AND PAYMENTOthertransactional charges, such as for On Demand or Pay Per View Services, arebilled after the applicable service or feature has been ordered or provided toyou. Verizon apologizes formiscommunication with representatives that may have providedmisinformation surrounding when the PPV eventdate vs. service billing date. A Verizon representativeprovided this Information to [redacted]. Therepresentative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification andinvestigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, howeverall processes and procedures were followed. Technical Support verified the PPVEvent was ordered from equipment within [redacted]’s residence as he isresponsible for equipment use within the residence according to the Terms ofService: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whetherby you or someone using the Service with or without your permission. Verizon apologies for the inconvenience this has caused andtrust that this information will assist you in closing this complaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
Initial Business Response /* (1000, 5, 2015/11/17) */
CONFIDENTIAL COMMUNICATION
November 13, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on March 10, 2015 Ms. [redacted] purchased a Zeki 8" 8GB Android Tablet with Google Play. On June 30, 2015 Ms. [redacted] contacted Fingerhut stating the product was not working properly. The agent correctly advised her that she would need to contact the manufacturer as we require returns to be made in accordance with our return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, 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."
All of our electronic devices are shipped to customers in a new condition, and have not been previously used. Occasionally, a customer will experience a problem with a device, as if the case with Ms. [redacted]. Unfortunately, this product was not purchased with a warranty and when Ms. [redacted] contacted us about the problem, it was outside of our return time frame. We sent a letter to Ms. [redacted] on July 29, 2015 explaining our return policy.
We received Ms. [redacted]'s return a second time on October 20, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return for same the reason stated above, and the product will be shipped back to her. She should allow up to 45 days to receive the product back from Fingerhut.
Our records indicate on October 1, 2015 Ms. [redacted] purchased an additional Zeki 8" 8GB Android Tablet with Google Play. This tablet is also out of our return policy time frame, which Ms. [redacted] was made aware of on November 11, 2015.
If Ms. [redacted] is having issues with either of her tablets, she will need to contact the manufacturer, Zeki, at [redacted].
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted]: I will be mailing a full response with attachments but first of all I would like to say Fingerhut is lying. 1) I called early June 2015 not June 30th. 2) I noticed Fingerhut stated after 180 days , they can no longer issue a credit. No 180 days had passed so why can't I return the product? A red flag should jump out to you. 3) The manufacturer told me the tablet was used/refurbished. I will print and mail the email to you. Fingerhut can argue with the manufacturer about this. 4) Fingerhut told me in an email that the reason they emailed me the October 1, 2015 Smart Return Label was because the agent thought I was returning the October 1 order. This is a lie. How could she have thought this when I had not ordered the second ZEKI until much later that day. When I was talking to her there no such order had been placed. There was only one order in the system. I will mail this email also. 5) Fingerhut reassured me twice that this issue was resolved. Once on 10/1/2015 and again on 10/28/2015. Fingerhut has lied and given very poor customer service best. At worst, maybe laws have been violated. Again, do not close this case. There are some documents I would like to mail you. In fact, I can forward the emails to you. What email address can I forward them to you? Thank you. Talk to you soon. [redacted]
Final Business Response /* (4000, 10, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 19, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As previously stated, our records indicate Ms. [redacted] contacted Fingerhut on June 30, 2015 stating her tablet was not working properly. At this time she was correctly advised by the agent that she would need to contact the manufacturer as we require returns to be made in accordance with our return policy. She purchased the tablet on March 10, 2015. Ms. [redacted] would have had 30 days to return to tablet for credit or exchange.
We are uncertain as to why Zeki would have thought the product sent to Ms. [redacted] was refurbished. As we stated in our previous response, all of our electronic devices are shipped to our customers in a new, and unused condition.
On October 20, 2015 Ms. [redacted] returned the tablet she purchased on March 10, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return and the product would be shipped back to her.
At this time all of the tablets Ms. [redacted] has purchased are out of our return policy timeframe. If the tablets still are not working correctly she will need to contact Zeki at [redacted].
We have provided Ms. [redacted] with all of the information we have on this matter. At this time, Fingerhut considers this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Please be advised, Verizon has reviewed the consumers account. Records reflect the modem/equipment was received by Verizon on 8/*/15.. Verizon has adjusted the consumers account in full. Total amount adjusted $211.99. The balance now owing on the account is $156.35. Verizon apologizes for any...
inconvenience caused surrounding this matter.
We spoke with [redacted] and he advised he upgraded to 100/100 for $10 more, but after installed and tech left, he wasn't getting speed, was slower than had prior. He advised after speaking with technicians and still couldn't get resolved, was told speed wasn't compatible with computer. Customer...
decided to downgrade back to speed had before, 50/50, but was told wouldn't pay 79.99 would pay 94.99. Customer advised that he didn't believe that it is fair due to Verizon couldn't give him thespeed that was sold to him. The customer advised that he shouldn't be stuck with slower speed and now have to pay higher rate. I apologized to customer and advised previous representative added the $4.99 for 12 months, and I added the $8.99 credit to cover 1 box (equipment) Advised he will still base price as $94.99 but with the 2 discounts and taxes, will bring bill back down to $113.58 including taxes. Advised customer will still be paying same as before. Same contract, contract doesn't expire until November 2016. Advised customer at that time then he would have to renew bundle to see what's available. Customer ok. Advised customer Hbo free for 12 months is due to expire November 14, 2015. If keep would pay $19.99 more. He advised, we can removed that, has showtime. Sent confirmation email, went over in detail pricing and discounts. Customer is all set. Ok to close.
The customer service representative has made several attempts to contact the customer and left detail messages. The representative will credit the customer's account in the amount of $99.99 for the set up fee once the bill generates.
Initial Business Response /* (1000, 7, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
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 a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on our website for a Super Chef 14 pc. Nonstick Cookware Set on March 18, 2013. We have no record of a Rachel Ray Cookware Set being placed on Ms. [redacted]'s account.
Our return policy is listed on our website and in our catalogs and states, in part:
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.
After a thorough review of Ms. [redacted]'s account, we have no record of her contacting us in reference with any problem for the Cookware. Unfortunately, due to the length of time she has had the Cookware we are unable to accept the return.
On December 13, 2013 our records indicate an order placed for a Ragalta Thermo Electric Hot and Cold Water Cooler and a 2 yr. Extended Service Plan (ESP). On January 13, 2014 Ms. [redacted] contacted us to advise she would be returning the Water Cooler because she did not like the item. On March 28, 2014 we sent an "affidavit of non-receipt of returned merchandise" since we did not receive the return. On April 30, 2014, a letter was sent to the address on file for Ms. [redacted] advising we require a copy of her return receipt. We have no record of receiving the receipt. We suggest Ms. [redacted] contact the shipping company she used to return the item for additional assistance.
Please understand we make every effort to apply our policies consistently and fairly to all of our customers and we are applying the policy the same for her as we would any other customer with similar circumstances.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What the rep has responded to is incorrect and she may claim there is no record of the complaints or disputes however those are lies.
Another reason why I don't exactly shop for products anymore because they do not honor their word. Yes I purchased extended warranty for the product however, I can't make a claim on something that was returned because I cannot produce the product.
Thanks
Attached is our response
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.
Lea from Haband has contacted me and given me the invoice I have requested for 5 months and told me that the late charges would be removed. I have yet to receive a new invoice from Comenity Capital Bank and so the matter is NOT resolved yet. Hopefully soon, but it was all so unnecessary in the first place that I have my doubts.
According to Verizon's records, on April **, 2016 Verizon's Financial manager spoke with Mike P from IC Systems who confirmed the account was recalled on March **, 2016. Subsequent to the call, Verizon submitted a request (AUD Control number [redacted]) to all credit bureaus to remove the record from the customer's profile. The consumer must allow up to 30 days for the bureaus to update their records. No credit is warranted; as the early termination fee is a valid charge. No further action is required by Verizon.
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding a final bill they received with an early termination fee. The consumer contacted Verizon on 5/**/15 to transfer their service to a new address. At the time the order was placed the consumer agreed to a two year contract with Verizon. The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract. On 7/**/17 Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the 2 year contract. Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office. On 7/**/17 Verizon provided the consumer our website [redacted] to submit payment for their final bill. We also advised the consumer if they use paper check information for payment they will avoid paying the $3.50 bill matrix fee. Verizon also apologized and advised the consumer this could not be removed from their credit report. The consumer understood and has our contact information should they have any further concerns. Verizon’s position remains the same.
Initial Business Response /* (1000, 5, 2015/11/12) */
CONFIDENTIAL COMMUNICATION
November 12, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account. We have included the last three monthly statements and account activity.
Ms. [redacted] states that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also states that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further states that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have the any negative reporting from September and October removed.
According to our records the latest order placed on Ms. [redacted]'s account was on May 16, 2015, in an amount totaling $384.96
We have received several payments on Ms. [redacted]'s account from a Visa debit card ending 5254 showing the name of [redacted] Marie [redacted] and a checking account ending 2771. The last payment was received on October 27, 2015 for $20.00.
According to our records we did not receive the minimum monthly payment due of $46.99 by September 24, 2015. When Ms. [redacted]'s statement processed on September 28, 2015 it reflected a new minimum payment of $93.98 due by October 24, 2015. On October 16, 2015, Ms. [redacted] made a $50.00 payment which left a remaining balance of $43.98 due by October 24, 2015.
Our records indicate we were contacted by Ms. [redacted] on October 27, 2015 regarding the status of her account. She first spoke with a representative who advised her that a late fee could be credited to her balance if she made a payment of $43.98, which would bring her account current. In response Ms. [redacted] stated that she believed she only owed $17.98 asked to speak to a supervisor. The supervisor Ms. [redacted] spoke with credited the late fee of $26.00 as a courtesy.
As of November 12, 2015, Ms. [redacted]'s account is being reported with a balance of $557.06 with a past due of $23.98.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $70.97 is due by November 24, 2015.
Please note, late fees are applied and credited to the account balance and not the minimum payment due.
Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015.
If Ms. [redacted] is unable to make the full minimum payment due, her account may qualify for a payment plan.
Ms. [redacted] may contact our Billing Department at [redacted] 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 Standard Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a reiteration of my original complaint and does not address the conduct of the customer service/billing team or the fact that I was told one thing and another thing occurred.I am not satisfied with the given response.
Final Business Response /* (4000, 9, 2015/11/24) */
CONFIDENTIAL COMMUNICATION
November 23, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account.
In her original complaint Ms. [redacted] stated that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also stated that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further stated that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have any negative reporting from September and October removed.
In Ms. [redacted]'s response dated November 13, 2015, she states that Fingerhut did not address the conduct of the customer service/billing team or the fact that she was told one thing and another thing occurred.
According to a review of the call recording on October 27, 2015, a representative advised Ms. [redacted] that she could make a payment of $43.98 to bring the account current, and then the late fee could be credited to her balance. Ms. [redacted] stated that she believed she only owed 17.98 due to the $26.00 late fee. The representative advised Ms. [redacted] that late fees are only applied and credited to the account balance. Ms. [redacted] then asked to speak to a supervisor.
The supervisor credited the late fee of $26.00 as a courtesy and attempted to explain the impact of paying less than the minimum due. Ms. [redacted] indicated she made a $20.00 payment online and that she did not have additional money at this time. The supervisor stated the $26.00 late fee had been removed from the account balance.
Fingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]'s expectations.
As stated in our response dated November 12, 2015, "Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015."
Based on the fact no further information was provided regarding your account, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Verizon's Customer Service Escalation team representative reviewed Mr. J[redacted] account and concerns. Mr. J[redacted] was contacted on 10/**/15 and provided information. Mr. J[redacted] declined additional discounts for 12 months. Mr. J[redacted] agreed to have order issued to disconnect service...
with date of 10/**/15.We trust this information will help to resolve [redacted] concerns.
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: There have been numerous calls made to Verizon about the problem for 2 months home phone and internet net was not fix. They charged me for a repair man that has been here @ my president twice to fix the same problem that is still has not been fix. I feel 2 months credit for Internet services is fair. A credit of $100.00 is fair to solve this problem...
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I am unable to file a police report or further pursue this matter as I live in Ecuador. The business' response requires me to do things in the U.S. that I cannot. I am, therefore, withdrawing my complaint.
We require legal name for billing purposes. In order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation
CONFIDENTIAL COMMUNICATION September 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he placed an order with Fingerhut and then received an order confirmation email stating he had 1 hour to cancel his order, which he considered to be a red flag. He also states the email he received advised he should call customer service and they would be available 24/7. He states he called Fingerhut to cancel and was told they would attempt to cancel his order, but if they couldn’t to refuse the shipment and have the merchandise credited to his account. His desired resolution is to have his order cancelled. Our records indicate Mr. [redacted] placed an order for a Samsung 43" 1080p LED Smart TV on September 3, 2016. He was sent an order confirmation email, which indicated he would have two hours from the time he placed the order, which our records indicate was 10:44 pm, to cancel the order if he needed to. His email provided a time of 12:44 am on September 4, 2016. We provide cancellation options to our customers as a courtesy in the event they change their mind about the order, wish to order additional items, change a color, etc. The email also advised that Mr. [redacted] should contact ###-###-####, 24 hours a day, 7 days a week. Please be advised this number is where orders are placed, or could be canceled, and is different from our customer service number. It is open 24 hours a day, 7 days a week. Our customer service number is ###-###-####, and representatives assist customer between the hours of 8:00am to 8:00pm, CT, Monday through Friday. If Mr. [redacted] contacted this number after hours he would have received a recorded message. On September 5, 2016 we received notification to cancel this order. Please understand that we start filling orders as soon as possible and occasionally a product is already in the process of shipped at the time a cancellation request is processed. For this reason Mr. [redacted] was told Fingerhut would attempt to cancel the order, but could not guarantee cancellation. We were able to fulfill Mr. [redacted]’s request before the order processed. The order was cancelled on September 5, 2016. If Mr. [redacted] has any other questions, he may contact us at ###-###-####, between the hours of 8:00am and 8:00pm CT, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
spoke withCusotmer to advise freeze is in place, bill address in changed and who slammed her ). A direct debit was made from her account ending in [redacted] for $222.55 and we have no idea where it went and I advised her I will research it. I also applied a credit of $40.00 to May 2016 bill to cover voice chargesPer RMCC-payment for $222.55 was for account -[redacted] which is and appears to be customers other service in Plymouth MA. I also put a claim on other account so there is no treatment. I called and left message accordingly Per Customer I added non published service to Plymouth account and removed the direct payment optio
Dear Ms. [redacted], Please see my attached letter to your office regarding [redacted] concerns. My response exceeds the 2000 character limit so I have attached it to this inquiry. Thank you, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION January 12, 2017 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 an inquiry received from your office on behalf of [redacted], regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’ complaint she states that she placed an order on December 16, 2016 for an order that was guaranteed to be delivered by Christmas, and that she did not arrive one of the items in time. She states that she has an email from us explaining in stock items that were purchased by December 20, 2016 would be guaranteed for Christmas delivery. Ms. [redacted] also states that she requested a supervisor on two occasions and was unable to speak with one. Our records indicate Ms. [redacted] did place an order on December 16, 2016, for five items, which should have shipped in four different packages. One of the items Ms. [redacted] ordered was a Men’s Shaving Kit. This item was scheduled to ship via UPS and had a label and tracking number created for it on December 19, 2016. For a reason unknown to us, it does not appear as though the item was actually transported by UPS for delivery. We have issued credit for that item in the amount of $49.99 as of January 13, 2017. Ms. [redacted] is correct that our Guaranteed Christmas Delivery promise was that in stock warehoused items, which were ordered before Noon CT on December 20, 2016 with standard shipping were guaranteed by us to be delivered by December 25, 2017. We sincerely apologize that this item was not delivered to Ms. [redacted] by December 25, 2017. We are mailing Ms. [redacted], under separate cover, a promotion code for $20.00 off her next Gettington.com order. If Ms. [redacted] has additional questions, she may contact us at Gettington.com/customerservice or at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
Initial Business Response /* (1000, 5, 2015/12/21) */
CONFIDENTIAL COMMUNICATION
December 21, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states that she paid off her Fingerhut credit account in July 2015 and she would like her credit report updated to current as of July 2015.
According to our records, Ms. [redacted]' Fingerhut account reports to the credit bureaus after the nineteenth each month. On July 19, 2015, the balance on her account was $63.24, with a past due of $61.96. The account was accurately reported as ninety days late, as only one payment for $10.00 had been received since February 15, 2015.
On July 20, 2015, a $10.00 payment was received. The remaining balance of $53.24 was paid in full on August 11, 2015.
Ms. [redacted]' account is accurately reporting as current with a balance of zero, as of August 19, 2015.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]' Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
Ms. [redacted]' account was closed per customer request on December 11, 2015 and will be reported to the bureaus as closed after December 19, 2015. Please allow up to thirty days for the credit bureaus to update this information.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
[redacted] Thank you for referring the complaint of [redacted] to ouroffice for review. We appreciate this matter being brought to ourattention. Our investigation concludes; Verizon technical supportverified that STB, serial number[redacted], orderedthe PPV event...
BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. Theprocessing for billing purposes added the $99.99 charge to the statement on5/*/15 in accordance to the FiOS TV Terms of Service.11.PRICING AND PAYMENTOthertransactional charges, such as for On Demand or Pay Per View Services, arebilled after the applicable service or feature has been ordered or provided toyou. Verizon apologizes formiscommunication with representatives that may have providedmisinformation surrounding when the PPV eventdate vs. service billing date. A Verizon representativeprovided this Information to [redacted]. Therepresentative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification andinvestigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, howeverall processes and procedures were followed. Technical Support verified the PPVEvent was ordered from equipment within [redacted]’s residence as he isresponsible for equipment use within the residence according to the Terms ofService: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whetherby you or someone using the Service with or without your permission. Verizon apologies for the inconvenience this has caused andtrust that this information will assist you in closing this complaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]