Verizon was unable toreach this customer who failed to return all calls. A review of her recordsindicates that service was terminated on 3/**/14 and that her 4/**/15 finalbill correctly reflects that date.
Upon review of this complaint, our billing representative found on December **, 2015, an order was processed for the prepaid card request which was sent to the vendor for shipment. [redacted] should expect to receive the prepaid card no later than January **, 2016. On December **,...
2015, I advised the customer to wait until the end of that week, January **, 2016 and provided my number.
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $154.99 and a DVR Free for Life. The customer ported his telephone number to another company on...
1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/17 the customer placed an order dated for 2/*/17 to upgrade his speed to 150/150 and upgrade his television equipment to FIOS Quantum TV. This order included a $25 for 12 month Stay with us credit as well as a $30 for 12 month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/150 plus FIOS Extreme HD with a bundle price of $169.99 minus the $25 and $30 discounts. A technician was dispatched on 2/*/17 but was not able to complete the work that day. On 2/**/17 the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $25 and $30 discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/17 totalling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $25 and $30 discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made.
Verizon has reviewed it records regarding [redacted] service. The maximum high speed internet service available at [redacted] location is *5/*. Verizon has documented [redacted] concerns and this information has been forwarded to the proper management team for further internal...
review. Verizon has spoken with [redacted] and advised of this information. [redacted] has confirmed his service is working properly.We trust this information will help to resolve [redacted] concerns.
Our investigation concludes; Verizon technical support verified that STB, serial number [redacted], ordered the PPV event BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. The processing for billing purposes added the $99.99 charge to the statement on 5/*/15 in accordance to the FiOS TV Terms of Service. 11. PRICING AND PAYMENT Other transactional charges, such as for On Demand or Pay Per View Services, are billed after the applicable service or feature has been ordered or provided to you. Verizon apologizes for miscommunication with representatives that may have provided misinformation surrounding when the PPV event date vs. service billing date. A Verizon representative provided this Information to [redacted]. The representative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification and investigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, however all processes and procedures were followed. Technical Support verified the PPV Event was ordered from equipment within [redacted]'s residence as he is responsible for equipment use within the residence according to the Terms of Service: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whether by you or someone using the Service with or without your permission. 7/*/15 Sent email to supervisor for help 7/**/15 Research determined on 05/**/15 the pay per view event of Pacqiauo vs Mayweather boxing match was ordered on set top box serial # [redacted] located in the residence via remote control. Additional research determined the PPV event was played from 6pm to 2am. The PPV fee of $99.99 is a valid charge, at this no credits are forthcoming as they are not warranted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have already been through Revdex.com for this complaint. The outcome that was agreed upon previously was not actually executed. I was being charged for my services on 2 separate accounts (even though they should have been one). I was paying the amount I was billed for on time every month. However I began receiving notices of my internet being suspended. Whenever I called about this, Verizon would say my account was paid in full and restore my services. Finally, someone identified that they were billing a portion of my monthly bill to an account that I had no access to and never received a bill for via mail or e-mail. They said they would bundle my accounts (never happened) so I contacted Revdex.com. I have spent numerous hours on the phone with representatives that couldn't figure out what was going on with my account and was hung up on several times as well or never received a promised follow up. Finally, someone from corporate called after the Revdex.com complaint. He told me that my accounts would be bundles, I would be credited back the false charges (HBO and late fees) and that my bill was good up until May because of the credits. Also, I asked several times about the outstanding charges associated with the internet. He assured me over and over again that I was at a complete $0 balance. However I am now showing a $240 past due amount on my account. After spending another hour on the phone with representatives they told me that it is accurate and that the outstanding balances are all there. Every time I talk to someone at Verizon it is a different answer. I am extremely frustrated and disappointed. I will not be paying the outstanding amount that I was told I did not owe (approximately $164), and I am uncertain how it has since climbed to $240 in the past 2 months especially with the credits I was told I had. The woman I spoke to today told me no credits had even been issued to my account. Essentially, the agreed upon outcome was not executed except for the bundling of the accounts so I could actually access my full bill.Desired Outcome: Immediate termination of services after May payment with no additional fees.
Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Verizon has made attempts to reach the customer to discuss his concerns. The calls have been unsuccessful. Verizon is able to make accommodations but will need to speak with the customer prior to making any changes. The customer has been left messages providing contact information.
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:
While I appreciate Verizon Fios crediting my account for the ongoing billing "IT Issue", I do not consider the case closed until My plan changes to the price quoted by a verizon executive ( in email previously attached)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Residence of account that was NOT mine from Feb 2011 forward: [redacted]. Residence of account that WAS mine from Feb 2011 to Dec 2012: [redacted]. Residence from Jan 2013 to present: US Army in Germany.
CONFIDENTIAL COMMUNICATION March 25, 2016 Revdex.com or Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms....
[redacted] regarding a recurring charge that has been billed to her American Express Card. In Ms. [redacted]’s complaint, she states that she discovered a recurring charge for a monthly fee of $14.95 on her American Express Card. She contacted Norm Thompson by phone and was advised the reoccurring charges were from the Norm Thompson Rewards Program. Ms. [redacted]’s desired resolution is to receive information when these charges began and refund of these charges. After Ms. [redacted] placed her December 31, 2010 order for the Blueberry Robe and Teal Twinset Cardigan, she was presented with an opportunity to accept a membership in Norm Thompson Rewards for a full 30 days. This offer included receiving, in the form of a gift code number, $20 off her next Norm Thompson purchase. She was not obligated to accept the membership offer and her Norm Thompson purchase was not contingent upon accepting the offer. The representative taking her order is required to inform all customers of the program terms before asking them if they would like to accept it. Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance. It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Norm Thompson Rewards to the same credit card, unless she asked to be canceled from the program. Cancellation may be made at any time with no further obligation. As of December 1, 2015, our Norm Thompson Rewards Program was discontinued. Ms. [redacted] is not currently being billed for this discontinued program and will not be billed for the program in the future. Ms. [redacted]’s complaint advises that American Express has refunded 9 months of charges ($134.85). Per her request, a full credit has been issued to her American Express Credit Card ending in 1018, in the amount of $794.30. This credit is made up of one activation charge of $1.95, and 53 monthly charges of $14.95 each. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-####. Their hours are Monday - Friday 7:30 am – 4:00 pm Eastern Standard Time. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION June 15, 2017 ...⇄ Better...
Business Bureau 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. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I never received a reply from them asking if I would like a return label mailed to me or to contact them. It is possible they went in the spam folder however. I would have said yes to a return label being mailed to me. I certainly hope I didn't cause any problems for anyone. I just felt that I was mailed a seriously damaged product and then I was being ignored and expected to pay full price for it. I will go to the Fingerhut website and see how to print a return label. I don't have a printer but a relative an hour away from me does and we visit them a couple of times a month. Thank you for your help in this matter.
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]
CONFIDENTIAL COMMUNICATION June 21, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states although she made the payment on her account the late fee was not removed as promised. She also states Fingerhut does not communicate clearly and does not operate in a professional manner. Ms. [redacted] states she did not receive e-mails from Fingerhut stating her payment amount was going to change. As we have stated previously, each month Ms. [redacted]’s payment is due by the 3rd. On December 4, 2015 Ms. [redacted] set up recurring payments of $35.00 to be withdrawn each month on the 3rd. This schedule was setup online was to begin on January 3, 2016. On March 14, 2016 Ms. [redacted] purchased a Nintendo Wii U 32GB Console & Mario Kart 8 Deluxe Bundle for $420.98. As a customer’s balance increases the minimum amount due will also increase. As Ms. [redacted] would have seen on her statement printed and mailed to her on April 7, 2016 her minimum amount due increased to $46.99. This would have been the responsibility of Ms. [redacted] to ensure the correct minimum amount due was being paid each month. Ms. [redacted] addresses she did not receive notification of her balance increase. Again, it is the responsibility of our customers to keep their personal contact information updated for our records. Ms. [redacted]’s May payment of $35.00 did not satisfy the minimum amount due. This resulted in a $27.00 late fee on her account. As a onetime courtesy to Ms. [redacted] we have waived the $27.00 late fee on June 20, 2016. The customer must call us to increase the monthly recurring payments if the amount due has increased. Ms. [redacted] may contact us to set up recurring payments so her minimum payment will always be made or she may sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Payments” in the “My Account” page and follow the instructions. If Ms. [redacted] is unable to access her account online, please call our Customer Service Department at ###-###-####, Monday through Friday, 8 a.m. to 8 p.m. Central Time to make this change. At this time the current balance on Ms. [redacted]’s account is $725.63. A minimum payment of $46.99 is due by July 3, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Our tech support team contacted the customer and found his primary issue is wireless connectivity. While Verizon does not guarantee wireless speed, a replacement router was shipped to the customer. Our tech support team has made several attempts to speak with the customer to confirm the new...
equipment has resolved his issues. A letter and email has been sent with my direct contact information.
CONFIDENTIAL COMMUNICATION September 20, 2016 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he would like to receive a refund for the chairs he had to additionally purchase with his patio set. As we have stated previously, Mr. [redacted] purchased an alcove Harper 5-pc. Patio Dining set on August 16, 2016. We received notification from Mr. [redacted] on August 25, 2016 he only received the table. At this time he was told the product was advertised in error and the price only included the table. He was then told he could return the item for full credit or Fingerhut would credit the price difference on the chairs. On September 6, 2016 Mr. [redacted] ordered an alcove Harper 4-pk. Patio Chair Set. The price difference, as discussed, of $46.65 was credited to his account. After further reviewing Mr. [redacted]’s account, as a courtesy we have credited the price of the alcove Harper 4-pk. Patio Chair Set to his account. He will be able to see this credit on his next statement. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
We were not able to reach this customer (customer’s voice mail was full) to review the billing. A letter was mailed to the customer on 3/**/16 providing him with a billing specialist name and direct number to call at his convenience so we can review the billing.
Records indicate a billing representative made contact with the customer confirmed the final bill for internet service has printed and is refunding him a total of $40.75 back to 09/**/16. The representative explained he should be receiving the final bill in the mail soon and...
the credit will be refunded to his credit card. Customer understood and wanted confirmation he was not charged for Verizon service beyond 09/**/16. Customer has no additional questions.
Verizon was unable toreach this customer who failed to return all calls. A review of her recordsindicates that service was terminated on 3/**/14 and that her 4/**/15 finalbill correctly reflects that date.
Upon review of this complaint, our billing representative found on December **, 2015, an order was processed for the prepaid card request which was sent to the vendor for shipment. [redacted] should expect to receive the prepaid card no later than January **, 2016. On December **,...
2015, I advised the customer to wait until the end of that week, January **, 2016 and provided my number.
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $154.99 and a DVR Free for Life. The customer ported his telephone number to another company on...
1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/17 the customer placed an order dated for 2/*/17 to upgrade his speed to 150/150 and upgrade his television equipment to FIOS Quantum TV. This order included a $25 for 12 month Stay with us credit as well as a $30 for 12 month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/150 plus FIOS Extreme HD with a bundle price of $169.99 minus the $25 and $30 discounts. A technician was dispatched on 2/*/17 but was not able to complete the work that day. On 2/**/17 the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $25 and $30 discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/17 totalling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $25 and $30 discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made.
Initial Business Response /* (1000, 6, 2015/11/12) */
1st call back attempted 11/12
Initial Consumer Rebuttal /* (2000, 11, 2015/11/30) */
Verizon has reviewed it records regarding [redacted] service. The maximum high speed internet service available at [redacted] location is *5/*. Verizon has documented [redacted] concerns and this information has been forwarded to the proper management team for further internal...
review. Verizon has spoken with [redacted] and advised of this information. [redacted] has confirmed his service is working properly.We trust this information will help to resolve [redacted] concerns.
Our investigation concludes; Verizon technical support verified that STB, serial number [redacted], ordered the PPV event BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. The processing for billing purposes added the $99.99 charge to the statement on 5/*/15 in accordance to the FiOS TV Terms of Service. 11. PRICING AND PAYMENT Other transactional charges, such as for On Demand or Pay Per View Services, are billed after the applicable service or feature has been ordered or provided to you. Verizon apologizes for miscommunication with representatives that may have provided misinformation surrounding when the PPV event date vs. service billing date. A Verizon representative provided this Information to [redacted]. The representative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification and investigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, however all processes and procedures were followed. Technical Support verified the PPV Event was ordered from equipment within [redacted]'s residence as he is responsible for equipment use within the residence according to the Terms of Service: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whether by you or someone using the Service with or without your permission. 7/*/15 Sent email to supervisor for help 7/**/15 Research determined on 05/**/15 the pay per view event of Pacqiauo vs Mayweather boxing match was ordered on set top box serial # [redacted] located in the residence via remote control. Additional research determined the PPV event was played from 6pm to 2am. The PPV fee of $99.99 is a valid charge, at this no credits are forthcoming as they are not warranted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have already been through Revdex.com for this complaint. The outcome that was agreed upon previously was not actually executed. I was being charged for my services on 2 separate accounts (even though they should have been one). I was paying the amount I was billed for on time every month. However I began receiving notices of my internet being suspended. Whenever I called about this, Verizon would say my account was paid in full and restore my services. Finally, someone identified that they were billing a portion of my monthly bill to an account that I had no access to and never received a bill for via mail or e-mail. They said they would bundle my accounts (never happened) so I contacted Revdex.com. I have spent numerous hours on the phone with representatives that couldn't figure out what was going on with my account and was hung up on several times as well or never received a promised follow up. Finally, someone from corporate called after the Revdex.com complaint. He told me that my accounts would be bundles, I would be credited back the false charges (HBO and late fees) and that my bill was good up until May because of the credits. Also, I asked several times about the outstanding charges associated with the internet. He assured me over and over again that I was at a complete $0 balance. However I am now showing a $240 past due amount on my account. After spending another hour on the phone with representatives they told me that it is accurate and that the outstanding balances are all there. Every time I talk to someone at Verizon it is a different answer. I am extremely frustrated and disappointed. I will not be paying the outstanding amount that I was told I did not owe (approximately $164), and I am uncertain how it has since climbed to $240 in the past 2 months especially with the credits I was told I had. The woman I spoke to today told me no credits had even been issued to my account. Essentially, the agreed upon outcome was not executed except for the bundling of the accounts so I could actually access my full bill.Desired Outcome: Immediate termination of services after May payment with no additional fees.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 6, 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 the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Verizon has made attempts to reach the customer to discuss his concerns. The calls have been unsuccessful. Verizon is able to make accommodations but will need to speak with the customer prior to making any changes. The customer has been left messages providing contact information.
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:
While I appreciate Verizon Fios crediting my account for the ongoing billing "IT Issue", I do not consider the case closed until My plan changes to the price quoted by a verizon executive ( in email previously attached)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Residence of account that was NOT mine from Feb 2011 forward: [redacted]. Residence of account that WAS mine from Feb 2011 to Dec 2012: [redacted]. Residence from Jan 2013 to present: US Army in Germany.
CONFIDENTIAL COMMUNICATION March 25, 2016 Revdex.com or Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms....
[redacted] regarding a recurring charge that has been billed to her American Express Card. In Ms. [redacted]’s complaint, she states that she discovered a recurring charge for a monthly fee of $14.95 on her American Express Card. She contacted Norm Thompson by phone and was advised the reoccurring charges were from the Norm Thompson Rewards Program. Ms. [redacted]’s desired resolution is to receive information when these charges began and refund of these charges. After Ms. [redacted] placed her December 31, 2010 order for the Blueberry Robe and Teal Twinset Cardigan, she was presented with an opportunity to accept a membership in Norm Thompson Rewards for a full 30 days. This offer included receiving, in the form of a gift code number, $20 off her next Norm Thompson purchase. She was not obligated to accept the membership offer and her Norm Thompson purchase was not contingent upon accepting the offer. The representative taking her order is required to inform all customers of the program terms before asking them if they would like to accept it. Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance. It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Norm Thompson Rewards to the same credit card, unless she asked to be canceled from the program. Cancellation may be made at any time with no further obligation. As of December 1, 2015, our Norm Thompson Rewards Program was discontinued. Ms. [redacted] is not currently being billed for this discontinued program and will not be billed for the program in the future. Ms. [redacted]’s complaint advises that American Express has refunded 9 months of charges ($134.85). Per her request, a full credit has been issued to her American Express Credit Card ending in 1018, in the amount of $794.30. This credit is made up of one activation charge of $1.95, and 53 monthly charges of $14.95 each. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-####. Their hours are Monday - Friday 7:30 am – 4:00 pm Eastern Standard Time. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION June 15, 2017 ...⇄ Better...
Business Bureau 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. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I never received a reply from them asking if I would like a return label mailed to me or to contact them. It is possible they went in the spam folder however. I would have said yes to a return label being mailed to me. I certainly hope I didn't cause any problems for anyone. I just felt that I was mailed a seriously damaged product and then I was being ignored and expected to pay full price for it. I will go to the Fingerhut website and see how to print a return label. I don't have a printer but a relative an hour away from me does and we visit them a couple of times a month. Thank you for your help in this matter.
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]
CONFIDENTIAL COMMUNICATION June 21, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states although she made the payment on her account the late fee was not removed as promised. She also states Fingerhut does not communicate clearly and does not operate in a professional manner. Ms. [redacted] states she did not receive e-mails from Fingerhut stating her payment amount was going to change. As we have stated previously, each month Ms. [redacted]’s payment is due by the 3rd. On December 4, 2015 Ms. [redacted] set up recurring payments of $35.00 to be withdrawn each month on the 3rd. This schedule was setup online was to begin on January 3, 2016. On March 14, 2016 Ms. [redacted] purchased a Nintendo Wii U 32GB Console & Mario Kart 8 Deluxe Bundle for $420.98. As a customer’s balance increases the minimum amount due will also increase. As Ms. [redacted] would have seen on her statement printed and mailed to her on April 7, 2016 her minimum amount due increased to $46.99. This would have been the responsibility of Ms. [redacted] to ensure the correct minimum amount due was being paid each month. Ms. [redacted] addresses she did not receive notification of her balance increase. Again, it is the responsibility of our customers to keep their personal contact information updated for our records. Ms. [redacted]’s May payment of $35.00 did not satisfy the minimum amount due. This resulted in a $27.00 late fee on her account. As a onetime courtesy to Ms. [redacted] we have waived the $27.00 late fee on June 20, 2016. The customer must call us to increase the monthly recurring payments if the amount due has increased. Ms. [redacted] may contact us to set up recurring payments so her minimum payment will always be made or she may sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Payments” in the “My Account” page and follow the instructions. If Ms. [redacted] is unable to access her account online, please call our Customer Service Department at ###-###-####, Monday through Friday, 8 a.m. to 8 p.m. Central Time to make this change. At this time the current balance on Ms. [redacted]’s account is $725.63. A minimum payment of $46.99 is due by July 3, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Our tech support team contacted the customer and found his primary issue is wireless connectivity. While Verizon does not guarantee wireless speed, a replacement router was shipped to the customer. Our tech support team has made several attempts to speak with the customer to confirm the new...
equipment has resolved his issues. A letter and email has been sent with my direct contact information.
CONFIDENTIAL COMMUNICATION September 20, 2016 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he would like to receive a refund for the chairs he had to additionally purchase with his patio set. As we have stated previously, Mr. [redacted] purchased an alcove Harper 5-pc. Patio Dining set on August 16, 2016. We received notification from Mr. [redacted] on August 25, 2016 he only received the table. At this time he was told the product was advertised in error and the price only included the table. He was then told he could return the item for full credit or Fingerhut would credit the price difference on the chairs. On September 6, 2016 Mr. [redacted] ordered an alcove Harper 4-pk. Patio Chair Set. The price difference, as discussed, of $46.65 was credited to his account. After further reviewing Mr. [redacted]’s account, as a courtesy we have credited the price of the alcove Harper 4-pk. Patio Chair Set to his account. He will be able to see this credit on his next statement. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
We were not able to reach this customer (customer’s voice mail was full) to review the billing. A letter was mailed to the customer on 3/**/16 providing him with a billing specialist name and direct number to call at his convenience so we can review the billing.
Records indicate a billing representative made contact with the customer confirmed the final bill for internet service has printed and is refunding him a total of $40.75 back to 09/**/16. The representative explained he should be receiving the final bill in the mail soon and...
the credit will be refunded to his credit card. Customer understood and wanted confirmation he was not charged for Verizon service beyond 09/**/16. Customer has no additional questions.