Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Amy A[redacted] expressed concern about Verizon charges that are billed at a higher rate than what she claims she was quoted. Upon review, Verizon found notes that...
substantiate [redacted]’s statement. Verizon communicated with [redacted] on 05/**/17 and advised we would be applying additional adjustments monthly to bring her pricing down to the amount of $145.55 for the life of the contract. While [redacted] requested pricing at the amount of $135, we advised there was an internet upgrade which caused the amount to increase by $10. [redacted] understood and was satisfied with our response. Furthermore, we have left our number with [redacted] should she have any additional questions or concerns.
[redacted] confirmed that his phone and DSL services are working as of 7/**/2016. Verizon regrets the inconvenience this issue has caused. An adjustment from time out of service from 7/**/16 - 7/**/16 will be applied to the account.
provide horrible service. No one takes responsibility and not once was it stated about investigating the issue. It is not my fault that your office did not do their job and the "policies and procedures" are lacking horribly. The information provided is also false.
CONFIDENTIAL COMMUNICATION Dear Ms. [redacted], I am writing in response to the further inquiry we received from Ms. [redacted]. Ms. [redacted] has filed police report #[redacted] online as she is currently out of the country. However, she feels further action to validate the account should not be necessary on her part due to disputing the account under the FCRA, so that we are in fact responsible for providing validation. Please see our full and detailed response to the follow-up inquiry as a PDF attachment. Sincerely, Vi [redacted]Executive Care Team VF/ah
Upon receipt of the complaint, a message was left on the customer's answering machine on December **, 2016 with our contact information. The issue was referred to the appropriate department to review and investigate. The customer's service is associated with an outage that impacted all...
services (telephone, TV and Internet). It was reported on December ** and all services restored on December **. Our Construction Team repaired the underground cable which was damaged by a passing vehicle. On December **, our FiOS Solution Center representative spoke with the customer who confirmed all services are working. On December **, the account was credited for all services for the reported date of December ** to the restored date of December **. Upon review of the customer's account, there were multiple reported issues with the TV service primarily between the months of March through December which were restored in a timely manner. Two weeks credit was issued on December 16 for the previously reported issues which will appear on the next bill statement. On December **, a message was left with our contact information as a follow up.
According to our records, [redacted] is disputing the $2.80 router maintenance charge. [redacted] was advised the price guaranteed is for her $44.99 25/25 internet pricing. In addition to the taxes, fees, and other Verizon charges (all of those charges are subject to change). [redacted] was...
Revdex.com:I received my refund on Sunday 8/*/2015, so this complaint can be closed.
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]...
CONFIDENTIAL COMMUNICATION March 30, 2017 Better Business...
Bureau 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’ inquiry, he states that he has a fraudulent charge from our company on his credit report. Mr. [redacted] has asked Fingerhut to remove the charges and the company has refused as they are unable to prove it was Mr. [redacted] that opened the account. Unauthorized account registration and activity is a serious matter, and this account has been referred to Fingerhut’s Fraud Department for review. Their review did not find sufficient evidence of fraudulent activity, so we request further information from Mr. [redacted] to continue an investigation of fraud. A police report for identity theft will also be required of Mr. [redacted] in order for us to be able to finalize the investigation. As we understand the urgency of this situation, Mr. [redacted] may fax the police report to ###-###-####, Attn: Fraud, send as an email attachment to [email protected], or by regular mail to [redacted] St. Cloud, MN 56303. Once received, they will proceed to a final determination and notify him by mail to the correctional facility of the outcome, including any adjustments to his credit reporting. If Mr. [redacted] decides not to provide this police report, he will remain responsible for this debt. Thank you for allowing us to 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 find that this resolution is satisfactory to me. Thank you.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states the vanity he purchased from Fingerhut has poor workmanship under the base. He would like a partial credit of this item. Our records indicate Mr. [redacted] purchased a Dion Chrome Vanity Mirror with Magnification on May 28, 2016. We have mailed Mr. [redacted] a prepaid postage label on June 13, 2016 to return this product to Fingerhut. Once we receive the return the item will be examined to determine if credit will be issued for the defect Mr. [redacted] is claiming. For future reference we would like Mr. [redacted] to be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” As Mr. [redacted] is returning the vanity to Fingerhut he is still required to make the minimum payments due on his account. At this time the current balance on Mr. [redacted] account is $4,326.42. The estimated minimum payment due by July 18, 2016 is $216.00. The exact amount due will be shown on his billing statement which will be printed on June 22, 2016. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
A Verizon customer service representative discussed the issue with [redacted]. On 4/**/15, a credit totaling $38.99 was issued to the account for service outage. [redacted] confirmed his service is working. The experienced shared by [redacted] has...
been documented and forwarded to the appropriate Management Team for further review. We apologize for the inconvenience the [redacted] experienced as a result of this matter.
I am rejecting this response because:There is a lof information that is incorrect. I sent in my first affidavit in 2015 as soon as it was sent to me. When I called to check on the status I was told it wasn't in the computer yet and that someone would be contacting me. Unfortunately I becameand continue to be very ill. I didn't contact anyone again until January 2016 about the affidavit because I became deathly ill. I informed them of all of this when I called. They wrrr contacted by me and I filled out the affidavit in 2015 appoximately 2 and a half months after it was supposed to get there which is when I was told by them to wait. I don't owe them the amont of money they are saying at all. This company is lying. The incompetence is at a level I have never seen. They swear that they have nothing I have sent them in writing and I don't care what they say I made payments that have to this day not been deducted. They conveniently don't have anything that proves I'm right. I want out of this account immediately for what I honestly owe.
CONFIDENTIAL COMMUNICATION June 7, 2017 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 regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] felt she should not be required to make payments on an order she received with missing parts. As such, she withheld payment, but did make payments once she had the parts. She further states, “Fingerhut took the $14.95 monthly payment and put it on my credit report as being late,” but she was given a $10.00 credit for the inconvenience which could only be used on a new order. Ms. [redacted] requests either the late payment be removed from her credit reporting or at least that her account be put into dispute with the credit bureaus. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION October 18, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Mr. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] references higher than normal interest rates associated with the account, and requests an interest rate decrease in this regard. Based on the information provided, we are unable to locate an account for Ms. [redacted]. We request any of the following in order to locate it: the 10-digit cr, possible alternate spellings for the name it is registered to, or an alternate address, phone number, or email on file for the account. For immediate assistance, Ms. [redacted] is advised to contact our Customer Service Department at ###-###-####, 8 a.m. – 8 p.m., Monday – Friday Central Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION June 2, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states his computer is not working after the return period timeframe. He states the computer is not a quality product and Fingerhut should stand behind the products it sells. As we have stated previously, the computer Mr. [redacted] purchased on August 16, 2015 is unable to be returned to Fingerhut as we require returns to be make in accordance to our return policy. We also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit. Due to the length of time that has passed since Mr. [redacted] purchased the computer, he will need to contact the product’s manufacturer, Dell, at ###-###-#### Monday through Friday 8AM-9PM with any requests to repair or replace the item Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [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:
I still need Verizon to confirm that the services have been "bundled" together as originally requested and NOT "Split Billed".And we need Verizon to advice the current credit amount on my account which includes any payments that we have previously made.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Our investigation determined the customer was in a bundlewhich included a monthly credit of $48.99 for the TV which expired on 11/**/16and a $20 credit for the data which expired on 11/**/17. The customer renegotiated this bundle agreeing to $119.99bundle (FDV Triple Preferred HD) which included a...
$25 monthly credit. The service also includes 2 set-top boxes @$15.98 and Verizon World Plan 300 for $10 ($14.99 - $4.99) for a total of$145.97 before the taxes and surcharges. The confirmation email sent to the customer carried over thecredits being applied to the original bundle. The system failed to realize thecustomer was renegotiating the bundle. Therefore, the confirmation email incorrectlyshowed the total monthly rate with taxes and surcharges as $115.47 and theestimated first bill for $130.61. We apologize for the misinformation and arranged anadditional $15 monthly credit for 24 months
Verizon records reflect on 11/**/2014 the consumer contacted Verizon and accepted a holiday package offer (which include the Select TV package) with a 2 year agreement priced at $89.99 . Records reflect the consumer later decided to upgrade the package due to wanting more programming channels. The...
consumer upgraded the TV package from the Select ($89.99) to the Preferred ($134.99). As a courtesy, Verizon agreed to apply a monthly $45.00 discount to the account (to be received until 12/2015) to bring monthly pricing back down to $89.99. No additional adjustments are warranted. Verizon has made attempts to speak with the consumer (or her daughter) regarding this matter. To date, we have been unsuccessful in our attempts in reaching her. An email has been sent requesting the consumer to contact Verizon so that this information can be discussed/reviewed. Verizon apologizes for any unprofessional treatment and/or inconvenience caused surrounding this matter.
CONFIDENTIAL COMMUNICATION March 6, 2017 Better Business...
Bureau 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. In Ms. [redacted]’ inquiry, she states that she contacted Fingerhut on February 23, 2017, with inquiry as to why she was billed interest for 2 months after the payments were deferred. Ms. [redacted] states that she felt that the representative she spoke with was rude and cut her off while speaking. Ms. [redacted] asked if she would pay her balance in full, could she have the interest waived that she did not know about. We have reviewed the phone call that occurred between Ms. [redacted] and our customer service representative. In the call, the representative did explain to Ms. [redacted] that all accounts are charged interest, and that our deferment plans are intended to give our customers a period of time where they have no payments due. The representative explained that the information about our deferment plans can be located on the cover of the catalog under the promotion, which states: “Interest will be billed to your account starting on the purchase date. Interest will be added monthly, but no payments on this purchase are due during the deferral period. You will still be responsible for the interest billed, even if the Deferred Balance is paid off before the expiration date.” We apologize the interaction Ms. [redacted] had with one of our employees did not meet her expectations. Her report of unacceptable service from one of our agents is regrettable. Our representatives are accountable to meet our professional standards. Please understand that Ms. [redacted]’ account is an interest-bearing, revolving credit account and is subject to accrued interest charges whenever a balance is carried month to month. The account is also subject to late fees if payment is not received by the specified date or is less than the required minimum due shown on the statement. For these reasons and further close review of Ms. [redacted]’ account, her balance as of this response is fully accurate. As the information related to the deferral is made available to the customer at the time of purchase, we will not be removing any interest related to purchases Ms. [redacted] is responsible for. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department 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/rg
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 had a total of 4 appointments with a Verizon Technician scheduled. To receive an offer of a one time credit of $50.00 for the technician who failed to show up and to disregard the other 3 previous technicians, who failed to complete the work successfully is an insult and an embarrassment to Verizon. Yes the order was originally started online because that is what the Verizon representative told me to do the night before when I called to get information about the advertisement. He told me I'd get the best deal if I selected what programs I wanted and saved it into my cart but not to order it but to call him back the next day and he would finalize everything and set up my installation appointment so I'm glad you brought that up. I'm requesting at the minimum of a $50.00 for the 3 failed technicians for wasted my time and emotional distress it caused my family. $150.00 one time credit would be more appropriate. And the 10.00 credit is being applied to my account for the extender but I still was charged $100.00 for it, which they failed to mention. Really if your going to point out things be sure your well informed about it otherwise you will look incompetent when you are called out on it. Please check your telephone recorded and you will see I spoke with a Verizon representative the night before I placed my order the next day. And check my bill for the 100.00 charge for the extender and that is why your offer of $50.00 is tejected and insulting for what I went through.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Amy A[redacted] expressed concern about Verizon charges that are billed at a higher rate than what she claims she was quoted. Upon review, Verizon found notes that...
substantiate [redacted]’s statement. Verizon communicated with [redacted] on 05/**/17 and advised we would be applying additional adjustments monthly to bring her pricing down to the amount of $145.55 for the life of the contract. While [redacted] requested pricing at the amount of $135, we advised there was an internet upgrade which caused the amount to increase by $10. [redacted] understood and was satisfied with our response. Furthermore, we have left our number with [redacted] should she have any additional questions or concerns.
[redacted] confirmed that his phone and DSL services are working as of 7/**/2016. Verizon regrets the inconvenience this issue has caused. An adjustment from time out of service from 7/**/16 - 7/**/16 will be applied to the account.
I am rejecting this response because: They...
provide horrible service. No one takes responsibility and not once was it stated about investigating the issue. It is not my fault that your office did not do their job and the "policies and procedures" are lacking horribly. The information provided is also false.
CONFIDENTIAL COMMUNICATION Dear Ms. [redacted], I am writing in response to the further inquiry we received from Ms. [redacted]. Ms. [redacted] has filed police report #[redacted] online as she is currently out of the country. However, she feels further action to validate the account should not be necessary on her part due to disputing the account under the FCRA, so that we are in fact responsible for providing validation. Please see our full and detailed response to the follow-up inquiry as a PDF attachment. Sincerely, Vi [redacted]Executive Care Team VF/ah
Upon receipt of the complaint, a message was left on the customer's answering machine on December **, 2016 with our contact information. The issue was referred to the appropriate department to review and investigate. The customer's service is associated with an outage that impacted all...
services (telephone, TV and Internet). It was reported on December ** and all services restored on December **. Our Construction Team repaired the underground cable which was damaged by a passing vehicle. On December **, our FiOS Solution Center representative spoke with the customer who confirmed all services are working. On December **, the account was credited for all services for the reported date of December ** to the restored date of December **. Upon review of the customer's account, there were multiple reported issues with the TV service primarily between the months of March through December which were restored in a timely manner. Two weeks credit was issued on December 16 for the previously reported issues which will appear on the next bill statement. On December **, a message was left with our contact information as a follow up.
According to our records, [redacted] is disputing the $2.80 router maintenance charge. [redacted] was advised the price guaranteed is for her $44.99 25/25 internet pricing. In addition to the taxes, fees, and other Verizon charges (all of those charges are subject to change). [redacted] was...
also advised she has no early termination fee.
Revdex.com:I received my refund on Sunday 8/*/2015, so this complaint can be closed.
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]...
[redacted]
CONFIDENTIAL COMMUNICATION March 30, 2017 Better Business...
Bureau 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’ inquiry, he states that he has a fraudulent charge from our company on his credit report. Mr. [redacted] has asked Fingerhut to remove the charges and the company has refused as they are unable to prove it was Mr. [redacted] that opened the account. Unauthorized account registration and activity is a serious matter, and this account has been referred to Fingerhut’s Fraud Department for review. Their review did not find sufficient evidence of fraudulent activity, so we request further information from Mr. [redacted] to continue an investigation of fraud. A police report for identity theft will also be required of Mr. [redacted] in order for us to be able to finalize the investigation. As we understand the urgency of this situation, Mr. [redacted] may fax the police report to ###-###-####, Attn: Fraud, send as an email attachment to [email protected], or by regular mail to [redacted] St. Cloud, MN 56303. Once received, they will proceed to a final determination and notify him by mail to the correctional facility of the outcome, including any adjustments to his credit reporting. If Mr. [redacted] decides not to provide this police report, he will remain responsible for this debt. Thank you for allowing us to 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 find that this resolution is satisfactory to me. Thank you.
CONFIDENTIAL COMMUNICATION June 13,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states the vanity he purchased from Fingerhut has poor workmanship under the base. He would like a partial credit of this item. Our records indicate Mr. [redacted] purchased a Dion Chrome Vanity Mirror with Magnification on May 28, 2016. We have mailed Mr. [redacted] a prepaid postage label on June 13, 2016 to return this product to Fingerhut. Once we receive the return the item will be examined to determine if credit will be issued for the defect Mr. [redacted] is claiming. For future reference we would like Mr. [redacted] to be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” As Mr. [redacted] is returning the vanity to Fingerhut he is still required to make the minimum payments due on his account. At this time the current balance on Mr. [redacted] account is $4,326.42. The estimated minimum payment due by July 18, 2016 is $216.00. The exact amount due will be shown on his billing statement which will be printed on June 22, 2016. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
A Verizon customer service representative discussed the issue with [redacted]. On 4/**/15, a credit totaling $38.99 was issued to the account for service outage. [redacted] confirmed his service is working. The experienced shared by [redacted] has...
been documented and forwarded to the appropriate Management Team for further review. We apologize for the inconvenience the [redacted] experienced as a result of this matter.
I am rejecting this response because:There is a lof information that is incorrect. I sent in my first affidavit in 2015 as soon as it was sent to me. When I called to check on the status I was told it wasn't in the computer yet and that someone would be contacting me. Unfortunately I becameand continue to be very ill. I didn't contact anyone again until January 2016 about the affidavit because I became deathly ill. I informed them of all of this when I called. They wrrr contacted by me and I filled out the affidavit in 2015 appoximately 2 and a half months after it was supposed to get there which is when I was told by them to wait. I don't owe them the amont of money they are saying at all. This company is lying. The incompetence is at a level I have never seen. They swear that they have nothing I have sent them in writing and I don't care what they say I made payments that have to this day not been deducted. They conveniently don't have anything that proves I'm right. I want out of this account immediately for what I honestly owe.
CONFIDENTIAL COMMUNICATION June 7, 2017 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 regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] felt she should not be required to make payments on an order she received with missing parts. As such, she withheld payment, but did make payments once she had the parts. She further states, “Fingerhut took the $14.95 monthly payment and put it on my credit report as being late,” but she was given a $10.00 credit for the inconvenience which could only be used on a new order. Ms. [redacted] requests either the late payment be removed from her credit reporting or at least that her account be put into dispute with the credit bureaus. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION October 18, 2017 Revdex.com of...
r, possible alternate spellings for the name it is registered to, or an alternate address, phone number, or email on file for the account. For immediate assistance, Ms. [redacted] is advised to contact our Customer Service Department at ###-###-####, 8 a.m. – 8 p.m., Monday – Friday Central Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Mr. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] references higher than normal interest rates associated with the account, and requests an interest rate decrease in this regard. Based on the information provided, we are unable to locate an account for Ms. [redacted]. We request any of the following in order to locate it: the 10-digit c
CONFIDENTIAL COMMUNICATION June 2, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states his computer is not working after the return period timeframe. He states the computer is not a quality product and Fingerhut should stand behind the products it sells. As we have stated previously, the computer Mr. [redacted] purchased on August 16, 2015 is unable to be returned to Fingerhut as we require returns to be make in accordance to our return policy. We also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit. Due to the length of time that has passed since Mr. [redacted] purchased the computer, he will need to contact the product’s manufacturer, Dell, at ###-###-#### Monday through Friday 8AM-9PM with any requests to repair or replace the item Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [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:
I still need Verizon to confirm that the services have been "bundled" together as originally requested and NOT "Split Billed".And we need Verizon to advice the current credit amount on my account which includes any payments that we have previously made.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Our investigation determined the customer was in a bundlewhich included a monthly credit of $48.99 for the TV which expired on 11/**/16and a $20 credit for the data which expired on 11/**/17. The customer renegotiated this bundle agreeing to $119.99bundle (FDV Triple Preferred HD) which included a...
$25 monthly credit. The service also includes 2 set-top boxes @$15.98 and Verizon World Plan 300 for $10 ($14.99 - $4.99) for a total of$145.97 before the taxes and surcharges. The confirmation email sent to the customer carried over thecredits being applied to the original bundle. The system failed to realize thecustomer was renegotiating the bundle. Therefore, the confirmation email incorrectlyshowed the total monthly rate with taxes and surcharges as $115.47 and theestimated first bill for $130.61. We apologize for the misinformation and arranged anadditional $15 monthly credit for 24 months
Verizon records reflect on 11/**/2014 the consumer contacted Verizon and accepted a holiday package offer (which include the Select TV package) with a 2 year agreement priced at $89.99 . Records reflect the consumer later decided to upgrade the package due to wanting more programming channels. The...
consumer upgraded the TV package from the Select ($89.99) to the Preferred ($134.99). As a courtesy, Verizon agreed to apply a monthly $45.00 discount to the account (to be received until 12/2015) to bring monthly pricing back down to $89.99. No additional adjustments are warranted. Verizon has made attempts to speak with the consumer (or her daughter) regarding this matter. To date, we have been unsuccessful in our attempts in reaching her. An email has been sent requesting the consumer to contact Verizon so that this information can be discussed/reviewed. Verizon apologizes for any unprofessional treatment and/or inconvenience caused surrounding this matter.
CONFIDENTIAL COMMUNICATION March 6, 2017 Better Business...
Bureau 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. In Ms. [redacted]’ inquiry, she states that she contacted Fingerhut on February 23, 2017, with inquiry as to why she was billed interest for 2 months after the payments were deferred. Ms. [redacted] states that she felt that the representative she spoke with was rude and cut her off while speaking. Ms. [redacted] asked if she would pay her balance in full, could she have the interest waived that she did not know about. We have reviewed the phone call that occurred between Ms. [redacted] and our customer service representative. In the call, the representative did explain to Ms. [redacted] that all accounts are charged interest, and that our deferment plans are intended to give our customers a period of time where they have no payments due. The representative explained that the information about our deferment plans can be located on the cover of the catalog under the promotion, which states: “Interest will be billed to your account starting on the purchase date. Interest will be added monthly, but no payments on this purchase are due during the deferral period. You will still be responsible for the interest billed, even if the Deferred Balance is paid off before the expiration date.” We apologize the interaction Ms. [redacted] had with one of our employees did not meet her expectations. Her report of unacceptable service from one of our agents is regrettable. Our representatives are accountable to meet our professional standards. Please understand that Ms. [redacted]’ account is an interest-bearing, revolving credit account and is subject to accrued interest charges whenever a balance is carried month to month. The account is also subject to late fees if payment is not received by the specified date or is less than the required minimum due shown on the statement. For these reasons and further close review of Ms. [redacted]’ account, her balance as of this response is fully accurate. As the information related to the deferral is made available to the customer at the time of purchase, we will not be removing any interest related to purchases Ms. [redacted] is responsible for. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department 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/rg
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 had a total of 4 appointments with a Verizon Technician scheduled. To receive an offer of a one time credit of $50.00 for the technician who failed to show up and to disregard the other 3 previous technicians, who failed to complete the work successfully is an insult and an embarrassment to Verizon. Yes the order was originally started online because that is what the Verizon representative told me to do the night before when I called to get information about the advertisement. He told me I'd get the best deal if I selected what programs I wanted and saved it into my cart but not to order it but to call him back the next day and he would finalize everything and set up my installation appointment so I'm glad you brought that up. I'm requesting at the minimum of a $50.00 for the 3 failed technicians for wasted my time and emotional distress it caused my family. $150.00 one time credit would be more appropriate. And the 10.00 credit is being applied to my account for the extender but I still was charged $100.00 for it, which they failed to mention. Really if your going to point out things be sure your well informed about it otherwise you will look incompetent when you are called out on it. Please check your telephone recorded and you will see I spoke with a Verizon representative the night before I placed my order the next day. And check my bill for the 100.00 charge for the extender and that is why your offer of $50.00 is tejected and insulting for what I went through.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]