Upon receipt of the complaint, I spoke with the customer on July **, 2017 and apologized for the inconvenience. The issue was referred to the appropriate department to review and investigate. According to our records, the customer reported the damages in March 2014. As there are no notes...
showing what action was taken, the final bill charges were credited to reflect a zero balance. The account was never credit reported and our representative checked the three credit bureau agencies to confirm. I spoke with the customer on July **, advised of the credit and credit reporting status. The customer said she filed a billing dispute with the Collection Agency and has our contact information for future reference. The customer is satisfied with the outcome.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about opening a Verizon account. Please be advised that our Billing Investigation Team was able to speak with [redacted]...
to better assist with this account issue. [redacted]’s was originally denied service due to his name and social being linked to other accounts with the same name. We were able to receive the requested documents from [redacted] and account has been updated not to associate him with the past due balance. His order has been requested to be released and noted to be disassociated with said account. A letter has been sent to him verifying such. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
[redacted] Case [redacted] As the customer advised; there is already a new owner at her old address; a workaround was suggested. We offered to establish a new Data account at a different Verizon address in the customer’s name. Once this was complete Verizon would proceed with converting the data to VerizonYourDomain. Per our conversation on July **, 2015 with the customer, a new request has been submitted to expedite and reverse the two amounts of $21.27 back to the credit card via emit id [redacted]. The total amount of credit reversed was $42.54 cancelling the refund check initially submitted. This credit would reflect on the credit card within 1-3 business days. We apologize for any inconvenience this may have caused the customer. We trust this information will assist in finally closing out this case. Sincerely, Laurene R. SW Executive Relations
CONFIDENTIAL COMMUNICATION August 25, 2016 Revdex.com of...
Minnesota �...⇄ [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [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 registered to Mr. [redacted]. Mr. [redacted] states this account was opened without his knowledge or consent, and therefore requests that we release him from the debt and remove the account trade-line from his credit files. Our records indicate that on September 19, 2013 a credit application with Mr. [redacted]’s information was submitted via Fingerhut.com. On the same date, the application was approved for the FreshStart credit program, in which the customer can make a single order on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full with no late payments, the customer will ‘graduate’ by being issued a regular revolving account. The FreshStart account was opened on November 1, 2013 when an order was placed on the account via the Fingerhut website totaling $63.98. The required $30.00 down payment was successfully made at the time of the order using Visa debit card ending ‘[redacted]’ belonging to ‘[redacted]’, and the order was processed and billed as normal. It was shipped to the address provided of [redacted] Port St. Lucie, FL 34986. We received two further payments from the above debit card, which successfully completed the program and a revolving account was issued on December 8, 2013 in Mr. [redacted]’s name. Records further show that between December 11, 2013 and July 12, 2014 a total of 9 orders were placed, all via the website, totaling $709.96. We received a total of 11 payments for these orders using the above debit card and two other MasterCard debit payment methods, all bearing Mr. [redacted]’s name. After the payment received on February 3, 2015, no further payments were received. Due to a remaining, unpaid balance, the account moved to a charge-off status on May 15, 2015 with a balance of $660.84. It was then sold to [redacted], a debt buyer company, on May 29, 2015. Please be advised that unauthorized account registration and activity is a serious matter, and we have certain procedures to assist accordingly. Our Fraud Department reviewed this matter and advised they have already opened an investigation due to correspondence they received from Mr. [redacted]. On August 23, 2016, they sent an unordered merchandise affidavit to his address of [redacted], Port St. Lucie, FL 34953. Further, they received Mr. [redacted]’s police report he filed in 2011 for theft from his vehicle, but because it is unrelated to his fraud claim with us, Mr. [redacted] will need to file a police report relating directly to his Fingerhut account. This is due to their findings that the billing and shipping address on the credit application and where the orders were shipped was in fact associated with Mr. [redacted] at the time the orders were placed. As we understand the urgency of this matter, Mr. [redacted] may fax these documents to ###-###-####, Attn: Fraud. Once the completed affidavit and related police report are received, they will work to finalize the investigation and notify Mr. [redacted] by mail of the outcome, including any adjustment made to his credit files. If Mr. [redacted] decides not to provide this documentation or file a police report, he will remain responsible for this debt and should continue to work directly with the owner of the account, [redacted], at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Subsequent to contacting the customer and forwarding her concerns to Verizon's Financial Services Department for attention and escalation of resolution, I was advised that the refund for $348.40 was approved today, February **, 2016. The Refund Disbursement Facility will not permit expediting...
the request. However, the refunds are now processed as an ACH (automated clearing house) transaction first. With the ACH, the payment should be back in the customer's account possibly by Friday or Tuesday, February **, 2016. I contacted [redacted] and conveyed this information to her. She understood the process given her professional background. [redacted] has my callback information should the refund not be received within seven days. [redacted] was satisfied.
Initial Business Response /* (1000, 5, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 2016
# [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.
We take claims of unauthorized account activity very seriously and have reviewed Ms. [redacted]'s claim. The account matching Ms. [redacted]'s name and other personal information was referred to our Credit Risk Department for investigation who advised us that they were already in contact with Ms. [redacted] regarding the issue.
On January 29, 2016 a Credit Risk representative spoke with Ms. [redacted] and explained to her that the account had been marked as fraud and that an affidavit of unordered merchandise sent for her to complete and return to us for our records. Additionally, she was informed that a pre-paid return label was sent so she could return the merchandise at no expense to her. If the merchandise is not returned, Ms. [redacted] was correctly informed that we would require a police report to finalize the investigation and relieve her of the debt.
Our records indicate a total of three items were sent to Ms. [redacted]'s address: an Alcove Fast Dry 10-Piece Towel Set, an Origami Paper Kit, and a Miraclebody by Sandra D. Ankle Jean. She can return these items using the prepaid label that was sent to her.
Ms. [redacted] can fax the completed affidavit to [redacted], Attn: Credit Risk/Fraud. Once the affidavit and items are returned, we will finalize the investigation and notify Ms. [redacted] by mail of the outcome, including any corrective adjustments made to her credit files. She should allow up to 15 days from the date she sends back the merchandise and affidavit for this process to be completed.
We appreciate Ms. [redacted]'s ongoing patience and cooperation with our efforts to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Our technical support team left multiple messages for [redacted] to please contact us so that we may identify the specific issues with his service that have yet to be resolved and work with him towards a resolution. He did not return their calls. We did however issue courtesy credits to his...
account of $45.62 on April **, 2016 and another $25 on May *. 2016. [redacted] will need to contact and work with out technical support team and we look forward to his returning their calls."
2017 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he ordered a LifeMax Multifunction Weight Machine and when he received the merchandise the assembly instructions and weights were not included. After reviewing Mr. [redacted]’s account we show that Mr. [redacted] placed the order for the LifeMax Multifunction Weight Machine on October 16, 2016. Unfortunately, at the time the order was placed, the incorrect product code was used, and so Mr. [redacted] was charged for only one of the three boxes/items necessary to make up the entire machine. When Mr. [redacted] contacted us on November 17, 2016, we then billed his account for the remaining 2 pieces of the unit priced at $159.99 each. When the second order was placed for the remaining 2 units, Mr. [redacted] was inadvertently charged shipping and the price was not reduced to the offer price of $459.99. We have issued the credit of $48.98 for the second shipping and $20.00 to make the total unit price as advertised. Attached please find a copy of the instruction manual for the LifeMax Multifunction machine. We are also mailing a paper copy to Mr. [redacted]. If Mr. [redacted] has any further questions or concerns, he 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 find that this resolution is satisfactory to me.Thank you, I greatly appreciate this matter being resolved. I only ask that this be removed from my credit report ASAP. TThank you!
Upon receipt of the complaint, we spoke with the customer on November *, 2015 and stated the services were finally fixed and working as of September ** when the technician was on site. There were multiple repair tickets issued as well as changes to the service. Out of service...
credits were issued for the dates of installation in May until the date that the technician was on site in addition to a one time service call charge. We spoke with the customer on November ** and discussed the bill. She has working telephone service and the calls forwarded to the customer's cell phone which was initiated by the customer. At present the internet service is not working. It was explained the internet service is currently suspended due to a balance on the account A suspension notice was mailed on October ** advising of the past due balance which expired on October **. A payment was received on the account however there is a past due balance. Once the account is current, the internet service will be restored. As a follow up, a message was left on the customer's voice mail with our contact and an email was sent on November ** explaining the bill and charges.
Initial Business Response /* (1000, 8, 2015/05/04) */
CONFIDENTIAL COMMUNICATION
May 4, 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 FreshStart Credit Account.
Our records confirm that a purchase was made on Ms. [redacted]'s account on December 15, 2014 for a Men's Black Personalized Diamond Watch. We received it as a return on January 10, 2015; however, it was denied for credit or exchange by our Returns Department for not meeting the terms of the return policy covering personalized items.
Because of our return policy's special restrictions on personalized items, this information is prominently displayed on the main "product features" webpage of each applicable item. It appears immediately below the watch's product description section, and states, "Personalized items cannot be returned unless defective. Please place your order carefully." This was a self-service order placed directly on the Fingerhut website.
Our records show that Ms. [redacted] telephoned on January 14, 2015 and was first notified that the return was denied. On January 15, 2015 a letter was sent also notifying of the decision and advising of her options to contact us to have the watch returned to her or to take no action and it would be disposed of by the specified date. We disposed of the watch on February 18, 2015 as we did not receive any contact from Ms. [redacted] regarding her decision.
While we sympathize with Ms. [redacted]'s situation, we cannot claim sufficient burden of responsibility over this matter to make an exception to our policy. It is always in a customer's best interest, as well as their responsibility, to review and understand return policies prior to making a purchase.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I am not paying for merchandize I do not have and if they disposed of my product they need to be held responsible. I was called by their company saying I returned the merchandize damaged and that's not true. They should have returned the watch if they felt they weren't going to refund my money..I will NEVER do business with them again and I'm going further to see who else I can complain too any government agency..Consumer Affairs etc. I still am not paying for something I do not have and I did not see the clause they are referring to or I would have NEVER ordered it knowing I may not be able to return it.
Final Business Response /* (4000, 15, 2015/05/19) */
CONFIDENTIAL COMMUNICATION
May 18, 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 further inquiry we received from your office on behalf of Ms. [redacted].
Please understand that applying policies fairly and consistently to all customers is among our top priorities. We applied the return policy for personalized items the same for her as we would for any other customer with similar circumstances.
For this reason and the reasons provided in our previous response, this situation lacks sufficient evidence for us to be able to grant an exception.
Having provided Ms. [redacted] with all information available to us, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have made settlement for 113 a mo including all taxes. HOWEVER,I do not accept the wording of the settlement, they say my mo billing is 133 a mo less @20 a mo for next 15 mos.the orginal deal was for 117 a mo. that I initially sign up for but with a few other channels.these people are totally foiled up. overlly bureaucratic system.I accept the deal.thank you for your assisitance [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of this secondary complaint I advised [redacted] as soon as the equipment is registered in the warehouse she will be credited for the charge. Ms understood and an will call me back directly should she have any concerns in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
thank you so much Dan!!!
Please be advised that neither a Verizon billing consultant nor I were successful in speaking to [redacted]. That information notwithstanding, a billing investigation revealed that the customer’s set-up fee was supposed to have been waived. Specifically, account documentation...
confirms that a Verizon supervisor agreed to waive the $80 set-up fee of $80. Consequently, on March *, 2017, a Verizon billing consultant issued a $91.31 credit (including applicable tax) against the outstanding final bill of $106.57 under Account [redacted]. The balance is now reduced to $15.26. Verizon apologizes for the oversight. Please be further advised that as a precaution, upon receipt of the complaint, I forwarded the account to Verizon’s Final Accounts Department to remove the account from outside collection agency for 30 days while the dispute was pending. I was further advised that the account was not credit-reported.
Dear [redacted],Verizon has investigated the matters linked to this complaint and has found that we are unable to analyze billing for this account because it is now with a collections agency. The address where service was provided for this account was [redacted].This account has now been sold to Debt Recovery Solutions. Unfortunately, it is no longer a Verizon account. Any questions or disputes must now be addressed to Debt Recovery Solutions at ###-###-####. I have advised [redacted] to contact the collections agency and to ask them about their process of handling this dispute. I have also left my work number with [redacted] so that I can still assist her with this specific case. We hope this information assists you with this complaint.
Initial Business Response /* (1000, 5, 2015/07/02) */
CONFIDENTIAL COMMUNICATION
July 2, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted]'s account indicates that he ordered a South Shore Full Platform Bed - Black and a Sensorpedic 3" Deluxe Full Memory Foam Topper on May 18, 2015 via the web.
Our records indicate that Mr. [redacted] contacted us on May 22, 2015 and informed us he wanted to return the
Sensorpedic 3" Deluxe Full Memory Foam Topper, that it was not what he expected.
Mr. [redacted]'s account indicates that he contacted us June 7, 2015 to advise us he was returning the South Shore Full Platform Bed - Black.
Our records indicate that we received the Sensorpedic 3" Deluxe Full Memory Foam on June 3, 2015. His account was credited for the merchandise price on the same day. However, the original shipping and handling is non-refundable on return merchandise. Per our return policy, the shipping and handling on the items is non-refundable because it was sent back to us for a "non-qualifying" reason (an example of a "qualifying" reason would be for defects or damages not caused by the customer, which in most cases Fingerhut covers this cost.)
Our records indicate a credit for the South Shore Full Platform Bed - Black was issued to Mr. [redacted]'s account on June 19, 2015.
Fingerhut's Return Policy
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
As a one-time exception to our policy we have issued a credit to Mr. [redacted]'s account for the original shipping and handling, one late fee and finance charges. Mr. [redacted] currently has a zero balance on his account.
After careful review of Mr. [redacted]'s account, our records indicate that no derogatory information was reported to the credit bureau regarding his account in relation to this matter.
Mr. [redacted]'s account was closed per his request on May 29, 2015 and additional purchases on this account will not be allowed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 7, 2015/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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:
Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician. There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of the complaint, I spoke with the customer on July **, 2017 and apologized for the inconvenience. The issue was referred to the appropriate department to review and investigate. According to our records, the customer reported the damages in March 2014. As there are no notes...
showing what action was taken, the final bill charges were credited to reflect a zero balance. The account was never credit reported and our representative checked the three credit bureau agencies to confirm. I spoke with the customer on July **, advised of the credit and credit reporting status. The customer said she filed a billing dispute with the Collection Agency and has our contact information for future reference. The customer is satisfied with the outcome.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about opening a Verizon account. Please be advised that our Billing Investigation Team was able to speak with [redacted]...
to better assist with this account issue. [redacted]’s was originally denied service due to his name and social being linked to other accounts with the same name. We were able to receive the requested documents from [redacted] and account has been updated not to associate him with the past due balance. His order has been requested to be released and noted to be disassociated with said account. A letter has been sent to him verifying such. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Please be advised that I spoke with [redacted] today. She confirmed that this issue has been resolved. Thank you
[redacted] Case [redacted] As the customer advised; there is already a new owner at her old address; a workaround was suggested. We offered to establish a new Data account at a different Verizon address in the customer’s name. Once this was complete Verizon would proceed with converting the data to VerizonYourDomain. Per our conversation on July **, 2015 with the customer, a new request has been submitted to expedite and reverse the two amounts of $21.27 back to the credit card via emit id [redacted]. The total amount of credit reversed was $42.54 cancelling the refund check initially submitted. This credit would reflect on the credit card within 1-3 business days. We apologize for any inconvenience this may have caused the customer. We trust this information will assist in finally closing out this case. Sincerely, Laurene R. SW Executive Relations
CONFIDENTIAL COMMUNICATION August 25, 2016 Revdex.com of...
Minnesota �...⇄ [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [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 registered to Mr. [redacted]. Mr. [redacted] states this account was opened without his knowledge or consent, and therefore requests that we release him from the debt and remove the account trade-line from his credit files. Our records indicate that on September 19, 2013 a credit application with Mr. [redacted]’s information was submitted via Fingerhut.com. On the same date, the application was approved for the FreshStart credit program, in which the customer can make a single order on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full with no late payments, the customer will ‘graduate’ by being issued a regular revolving account. The FreshStart account was opened on November 1, 2013 when an order was placed on the account via the Fingerhut website totaling $63.98. The required $30.00 down payment was successfully made at the time of the order using Visa debit card ending ‘[redacted]’ belonging to ‘[redacted]’, and the order was processed and billed as normal. It was shipped to the address provided of [redacted] Port St. Lucie, FL 34986. We received two further payments from the above debit card, which successfully completed the program and a revolving account was issued on December 8, 2013 in Mr. [redacted]’s name. Records further show that between December 11, 2013 and July 12, 2014 a total of 9 orders were placed, all via the website, totaling $709.96. We received a total of 11 payments for these orders using the above debit card and two other MasterCard debit payment methods, all bearing Mr. [redacted]’s name. After the payment received on February 3, 2015, no further payments were received. Due to a remaining, unpaid balance, the account moved to a charge-off status on May 15, 2015 with a balance of $660.84. It was then sold to [redacted], a debt buyer company, on May 29, 2015. Please be advised that unauthorized account registration and activity is a serious matter, and we have certain procedures to assist accordingly. Our Fraud Department reviewed this matter and advised they have already opened an investigation due to correspondence they received from Mr. [redacted]. On August 23, 2016, they sent an unordered merchandise affidavit to his address of [redacted], Port St. Lucie, FL 34953. Further, they received Mr. [redacted]’s police report he filed in 2011 for theft from his vehicle, but because it is unrelated to his fraud claim with us, Mr. [redacted] will need to file a police report relating directly to his Fingerhut account. This is due to their findings that the billing and shipping address on the credit application and where the orders were shipped was in fact associated with Mr. [redacted] at the time the orders were placed. As we understand the urgency of this matter, Mr. [redacted] may fax these documents to ###-###-####, Attn: Fraud. Once the completed affidavit and related police report are received, they will work to finalize the investigation and notify Mr. [redacted] by mail of the outcome, including any adjustment made to his credit files. If Mr. [redacted] decides not to provide this documentation or file a police report, he will remain responsible for this debt and should continue to work directly with the owner of the account, [redacted], at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Subsequent to contacting the customer and forwarding her concerns to Verizon's Financial Services Department for attention and escalation of resolution, I was advised that the refund for $348.40 was approved today, February **, 2016. The Refund Disbursement Facility will not permit expediting...
the request. However, the refunds are now processed as an ACH (automated clearing house) transaction first. With the ACH, the payment should be back in the customer's account possibly by Friday or Tuesday, February **, 2016. I contacted [redacted] and conveyed this information to her. She understood the process given her professional background. [redacted] has my callback information should the refund not be received within seven days. [redacted] was satisfied.
Initial Business Response /* (1000, 5, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 2016
# [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.
We take claims of unauthorized account activity very seriously and have reviewed Ms. [redacted]'s claim. The account matching Ms. [redacted]'s name and other personal information was referred to our Credit Risk Department for investigation who advised us that they were already in contact with Ms. [redacted] regarding the issue.
On January 29, 2016 a Credit Risk representative spoke with Ms. [redacted] and explained to her that the account had been marked as fraud and that an affidavit of unordered merchandise sent for her to complete and return to us for our records. Additionally, she was informed that a pre-paid return label was sent so she could return the merchandise at no expense to her. If the merchandise is not returned, Ms. [redacted] was correctly informed that we would require a police report to finalize the investigation and relieve her of the debt.
Our records indicate a total of three items were sent to Ms. [redacted]'s address: an Alcove Fast Dry 10-Piece Towel Set, an Origami Paper Kit, and a Miraclebody by Sandra D. Ankle Jean. She can return these items using the prepaid label that was sent to her.
Ms. [redacted] can fax the completed affidavit to [redacted], Attn: Credit Risk/Fraud. Once the affidavit and items are returned, we will finalize the investigation and notify Ms. [redacted] by mail of the outcome, including any corrective adjustments made to her credit files. She should allow up to 15 days from the date she sends back the merchandise and affidavit for this process to be completed.
We appreciate Ms. [redacted]'s ongoing patience and cooperation with our efforts to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Our technical support team left multiple messages for [redacted] to please contact us so that we may identify the specific issues with his service that have yet to be resolved and work with him towards a resolution. He did not return their calls. We did however issue courtesy credits to his...
account of $45.62 on April **, 2016 and another $25 on May *. 2016. [redacted] will need to contact and work with out technical support team and we look forward to his returning their calls."
CONFIDENTIAL COMMUNICATION January 18,...
2017 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he ordered a LifeMax Multifunction Weight Machine and when he received the merchandise the assembly instructions and weights were not included. After reviewing Mr. [redacted]’s account we show that Mr. [redacted] placed the order for the LifeMax Multifunction Weight Machine on October 16, 2016. Unfortunately, at the time the order was placed, the incorrect product code was used, and so Mr. [redacted] was charged for only one of the three boxes/items necessary to make up the entire machine. When Mr. [redacted] contacted us on November 17, 2016, we then billed his account for the remaining 2 pieces of the unit priced at $159.99 each. When the second order was placed for the remaining 2 units, Mr. [redacted] was inadvertently charged shipping and the price was not reduced to the offer price of $459.99. We have issued the credit of $48.98 for the second shipping and $20.00 to make the total unit price as advertised. Attached please find a copy of the instruction manual for the LifeMax Multifunction machine. We are also mailing a paper copy to Mr. [redacted]. If Mr. [redacted] has any further questions or concerns, he 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 find that this resolution is satisfactory to me.Thank you, I greatly appreciate this matter being resolved. I only ask that this be removed from my credit report ASAP. TThank you!
Upon receipt of the complaint, we spoke with the customer on November *, 2015 and stated the services were finally fixed and working as of September ** when the technician was on site. There were multiple repair tickets issued as well as changes to the service. Out of service...
credits were issued for the dates of installation in May until the date that the technician was on site in addition to a one time service call charge. We spoke with the customer on November ** and discussed the bill. She has working telephone service and the calls forwarded to the customer's cell phone which was initiated by the customer. At present the internet service is not working. It was explained the internet service is currently suspended due to a balance on the account A suspension notice was mailed on October ** advising of the past due balance which expired on October **. A payment was received on the account however there is a past due balance. Once the account is current, the internet service will be restored. As a follow up, a message was left on the customer's voice mail with our contact and an email was sent on November ** explaining the bill and charges.
Initial Business Response /* (1000, 8, 2015/05/04) */
CONFIDENTIAL COMMUNICATION
May 4, 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 FreshStart Credit Account.
Our records confirm that a purchase was made on Ms. [redacted]'s account on December 15, 2014 for a Men's Black Personalized Diamond Watch. We received it as a return on January 10, 2015; however, it was denied for credit or exchange by our Returns Department for not meeting the terms of the return policy covering personalized items.
Because of our return policy's special restrictions on personalized items, this information is prominently displayed on the main "product features" webpage of each applicable item. It appears immediately below the watch's product description section, and states, "Personalized items cannot be returned unless defective. Please place your order carefully." This was a self-service order placed directly on the Fingerhut website.
Our records show that Ms. [redacted] telephoned on January 14, 2015 and was first notified that the return was denied. On January 15, 2015 a letter was sent also notifying of the decision and advising of her options to contact us to have the watch returned to her or to take no action and it would be disposed of by the specified date. We disposed of the watch on February 18, 2015 as we did not receive any contact from Ms. [redacted] regarding her decision.
While we sympathize with Ms. [redacted]'s situation, we cannot claim sufficient burden of responsibility over this matter to make an exception to our policy. It is always in a customer's best interest, as well as their responsibility, to review and understand return policies prior to making a purchase.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I am not paying for merchandize I do not have and if they disposed of my product they need to be held responsible. I was called by their company saying I returned the merchandize damaged and that's not true. They should have returned the watch if they felt they weren't going to refund my money..I will NEVER do business with them again and I'm going further to see who else I can complain too any government agency..Consumer Affairs etc. I still am not paying for something I do not have and I did not see the clause they are referring to or I would have NEVER ordered it knowing I may not be able to return it.
Final Business Response /* (4000, 15, 2015/05/19) */
CONFIDENTIAL COMMUNICATION
May 18, 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 further inquiry we received from your office on behalf of Ms. [redacted].
Please understand that applying policies fairly and consistently to all customers is among our top priorities. We applied the return policy for personalized items the same for her as we would for any other customer with similar circumstances.
For this reason and the reasons provided in our previous response, this situation lacks sufficient evidence for us to be able to grant an exception.
Having provided Ms. [redacted] with all information available to us, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have made settlement for 113 a mo including all taxes. HOWEVER,I do not accept the wording of the settlement, they say my mo billing is 133 a mo less @20 a mo for next 15 mos.the orginal deal was for 117 a mo. that I initially sign up for but with a few other channels.these people are totally foiled up. overlly bureaucratic system.I accept the deal.thank you for your assisitance [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
No new information provided. The company's position remains the same.
Upon receipt of this secondary complaint I advised [redacted] as soon as the equipment is registered in the warehouse she will be credited for the charge. Ms understood and an will call me back directly should she have any concerns in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
thank you so much Dan!!!
Please be advised that neither a Verizon billing consultant nor I were successful in speaking to [redacted]. That information notwithstanding, a billing investigation revealed that the customer’s set-up fee was supposed to have been waived. Specifically, account documentation...
confirms that a Verizon supervisor agreed to waive the $80 set-up fee of $80. Consequently, on March *, 2017, a Verizon billing consultant issued a $91.31 credit (including applicable tax) against the outstanding final bill of $106.57 under Account [redacted]. The balance is now reduced to $15.26. Verizon apologizes for the oversight. Please be further advised that as a precaution, upon receipt of the complaint, I forwarded the account to Verizon’s Final Accounts Department to remove the account from outside collection agency for 30 days while the dispute was pending. I was further advised that the account was not credit-reported.
Dear [redacted],Verizon has investigated the matters linked to this complaint and has found that we are unable to analyze billing for this account because it is now with a collections agency. The address where service was provided for this account was [redacted].This account has now been sold to Debt Recovery Solutions. Unfortunately, it is no longer a Verizon account. Any questions or disputes must now be addressed to Debt Recovery Solutions at ###-###-####. I have advised [redacted] to contact the collections agency and to ask them about their process of handling this dispute. I have also left my work number with [redacted] so that I can still assist her with this specific case. We hope this information assists you with this complaint.
Initial Business Response /* (1000, 5, 2015/07/02) */
CONFIDENTIAL COMMUNICATION
July 2, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted]'s account indicates that he ordered a South Shore Full Platform Bed - Black and a Sensorpedic 3" Deluxe Full Memory Foam Topper on May 18, 2015 via the web.
Our records indicate that Mr. [redacted] contacted us on May 22, 2015 and informed us he wanted to return the
Sensorpedic 3" Deluxe Full Memory Foam Topper, that it was not what he expected.
Mr. [redacted]'s account indicates that he contacted us June 7, 2015 to advise us he was returning the South Shore Full Platform Bed - Black.
Our records indicate that we received the Sensorpedic 3" Deluxe Full Memory Foam on June 3, 2015. His account was credited for the merchandise price on the same day. However, the original shipping and handling is non-refundable on return merchandise. Per our return policy, the shipping and handling on the items is non-refundable because it was sent back to us for a "non-qualifying" reason (an example of a "qualifying" reason would be for defects or damages not caused by the customer, which in most cases Fingerhut covers this cost.)
Our records indicate a credit for the South Shore Full Platform Bed - Black was issued to Mr. [redacted]'s account on June 19, 2015.
Fingerhut's Return Policy
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
As a one-time exception to our policy we have issued a credit to Mr. [redacted]'s account for the original shipping and handling, one late fee and finance charges. Mr. [redacted] currently has a zero balance on his account.
After careful review of Mr. [redacted]'s account, our records indicate that no derogatory information was reported to the credit bureau regarding his account in relation to this matter.
Mr. [redacted]'s account was closed per his request on May 29, 2015 and additional purchases on this account will not be allowed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 7, 2015/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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:
Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician. There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]