2016 ...⇄ # [redacted] Revdex.com of Minnesota 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 PayCheck Direct Account. Ms. [redacted] states she contacted PayCheck Direct regarding an order placed on December 8, 2016. She was told the first payment would not come out of her account until December 30, 2016. She received a confirmation e-mail confirming the merchandise would be delivered on December 19, 2016. When she contacted PayCheck direct for a delivery time, she was told her items would not be delivered due to two payment reversals on her account. Ms. [redacted] asserts the customer service representative she spoke with was rude and unhelpful. Ms. [redacted]’s desired resolution would be to have the merchandise delivered and have the $60.00 over draft fee credited from her bank. Our records indicate Ms. [redacted] placed an order for a Timberland PRO Men's 6" Steel Toe Boot and a Sony PS4 500GB Uncharted 4: A Thief's End Console Bundle with a 2 Year Service Plan on November 29, 2016. This order was cancelled due to the payment reversal. Ms. [redacted] made two payments on December 8, 2016 in the amounts of $19.22 and $7.54. Both of these payments were reversed. When a payment is declined the account is placed on hold. Once a successful payment is made, the payment is held for 14 days. If no further issues occur an order can be placed at that time. A successful payment was made on December 16, 2016 in the amount of $26.20. On that same date the order was replaced for the merchandise. Ms. [redacted] will need allow 10 days from the time the payment was made for the payment to clear and an allow an additional 7-10 days for delivery. These items have an expected delivery date of January 4, 2017. We apologize Ms. [redacted] felt the representatives she spoke with on December 15, 2016 were discourteous. Her report of unacceptable service from one of our agents is regrettable. They are accountable to meet our professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We appreciate Ms. [redacted]’s feedback. If Ms. [redacted] has any additional questions she may contact PayCheck Direct 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
On November **, 2015, our billing representative spoke with
[redacted] and explained the service that was in her husband’s name was
originally set up in August 2013 and he had a bundle rate of $104.99 which
expired on August 2, 2015. This increased
the bundle rate up to $139.99. ...
When [redacted] changed service into her name on August **, 2015, we were able to get
her into a bundle rate of $129.99 which is $10.00 less than if the service was
still in her husband's name. Our
representative added an additional $4.99 discount for 12 months. [redacted] now understands the billing and
had no further concerns.
today my account still show a credit balance of 3,100.00 at the Fingerhut site. I even received a letter a few days ago stating I had credit. I will never do business with them again. I am trying to clean up my credit report. I am 65 years old and I don't have time to play games . I played enough when I was young. Some people never stop. Thank you, Mary [redacted]
This is in response to a complaint filed by [redacted] with the Revdex.com regarding a dispute with [redacted]. The complaint indicates [redacted] was billing [redacted] for toll free charges, when the toll free number was ported to [redacted] in 2015. [redacted] agreed a refund was due;...
however, the business did not receive it. [redacted] records indicate on December **, 2016, a representative noted the account that the refund was requested; however, the representative failed to actually request it. This caused confusion and the delay in the refund being processed. I called [redacted] and informed him I requested a refund in the amount of $1935.14. While it can take up to six weeks to receive, I will have it expedited. I informed [redacted] I would call him when the check has been processed, so he can look for it. Thanks, Wendy D[redacted] Agency Relations ###-###-####
Dear [redacted] [redacted],According to our records, [redacted] received a final bill on or around June **, 2016 and was concerned about the total amount. [redacted] expressed that when he spoke with a Verizon representative on May **, 2016 to cancel his account, he was told his bill was paid through June **, 2016 and that he should not have had any charges on his final bill. Verizon spoke to the customer on July **, 2016 and apologized for any misinformation received. We also confirmed that the last payment received on May **, 2015 for the amount of $129.55 was posted in relation to the Bill statement covering 04/**/16 - 05/**/16. The last bill statement charged to [redacted] was for services used from 05/**/16 - 06/**/16 in the amount of $135.32 in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, 2016 up until June **, 2016. These three billing statements should assist in pinpointing the payment history. Verizon has also reviewed the monthly billing statements to ensure its accuracy. We show the billing to be correct and void of errors. We hope this information will assist you with this complaint. Our decision remains unchanged. This is our final determination.
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 explained that I have signed contract for FIOS service and not any other service and Verizon was supposed to waive the fee if they do not provide that service. I have spoken to a representative and ask to provide me with the signed copy of contract that says I would keep Verizon service even if it is not the same as what I have asked for or signed contract with. The agent said they will get back to me, but, never responded again as of 9/**/3015.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer is disputing being billed an early termination fee on a former account. Cannot locate the former account referenced in complaint. The customer did not provide an account number for the account being disputed. Attempted to contact the customer without success. The customer...
has not set-up voicemail on the provide contact number and no messages can be left. A letter has been mailed to the customer advising of such
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]
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:
They keep giving the same response and I'm not repeating myself again! They are wrong and it's a scam they just didn't want to loose our business because they came back higher then what we were paying with cox!!!! So they played with things to get it lower and failed to explain or tell us stuff and that we'd loosenthengift card and like I said again and again and again all along kept telling us yes you'll be getting it in the mail
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, [redacted] expressed concern about internet connectivity and a missing promotion related to a Verizon Wireless $250 gift card. [redacted] advised he...
is having issues connecting one laptop to the internet but all other devices are working fine. Upon review, Verizon has reached [redacted] twice regarding his internet connectivity. Verizon ran tests and ultimately determined it may be our customer’s equipment that has the issue. We have referred [redacted] to our Premium Technical Support service when he is available. In addition, Verizon has left messages related to [redacted]’s $250 Verizon Wireless gift card promotion. Verizon notes [redacted] must pay his bill in full for 3 months and only then will he receive the Verizon Wireless $250 gift card promotion. To date only one bill has processed which is the 01/**/18 bill. Two more bills will need to process before [redacted] is eligible. Furthermore, I have left my number with [redacted] should he have any additional questions or concerns.
CONFIDENTIAL COMMUNICATION April 28, 2016 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 on behalf of Mr. [redacted], regarding his WebBank/Fingerhut Advantage Credit Account balance. We would like to provide Mr. [redacted] with a clearer understanding of his balance. As a reminder, Mr. [redacted]’s account is an interest-bearing, revolving credit account. As such, an interest charge is imposed whenever a balance is carried from one billing cycle to the next. The amount of interest charged for a given billing cycle is based on the account’s current annual percentage rate of 25.15%, and will vary in relation to increases or decreases in the account balance from month to month. Mr. [redacted]’s account also had been assessed monthly fees for his past enrollment in SafeLine Account Protection Plus (SafeLine Plus). SafeLine Plus is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account. The monthly fee for the plan was $1.19 for every $100 of the credit account statement balance and was disclosed in the “fees” section of the customer’s monthly statement. Our investigation confirms that Mr. [redacted] enrolled in SafeLine Plus on March 28, 2015 while completing a Fingerhut account credit application via Fingerhut.com. As an assurance to Mr. [redacted], SafeLine servicing has confirmed they cancelled his plan enrollment on March 18, 2016 per his request and, effective that date, no further plan fees will be billed. However, Mr. [redacted] still qualifies to file a benefit claim for an event occurring while his coverage was in effect, and our records show he was most recently sent a benefit activation application on April 14, 2016. He should fax the completed application, along with any required supporting documentation, to ###-###-#### or send the materials as an email attachment to [email protected]. Mr. [redacted] remains responsible to make the minimum payment due on his account unless or until he receives SafeLine’s notification by mail stating his benefit is approved. Mr. [redacted] also had a past insurance policy enrollment provided by Affinion Benefits Group (Affinion), one of our affiliated companies. It was an accidental death and dismemberment (AD&D) policy underwritten by Federal Insurance Company, a member of the Chubb Group of Insurance Companies. He elected to enroll in this policy via a paper enrollment form he filled out, signed and dated, and mailed back to Affinion, which we have attached to this response. The disclosures section just above Mr. [redacted]’s signature state, in part, “I authorize until further notice the necessary quarterly electronic charges to my Fingerhut Advantage Credit Account issued by WebBank according to the coverage rate schedule.” Only a single policy premium was ever billed to Mr. [redacted]’s account on April 5, 2016 for $99.00. Affinion has confirmed they cancelled his policy enrollment on April 21, 2016 per his request and, effective that date, no further premiums will be billed. Affinion made an exception and issued a full refund credit back to his account of the $99.00 premium on April 25, 2016. While Mr. [redacted]’s account reflects a history of making payments on time, it recently assessed a $27.00 late fee when no payment was received by the April 13, 2016 due date. Allowing for the information and adjustments that were made as described above, we maintain that Mr. [redacted]’s current balance of $1473.85 is fully accurate. The minimum payment due by his next due date of May 13, 2016 is $78.64. A detailed monthly statement is being sent electronically each month to his email on record of [redacted]@gmail.com. If he prefers to receive a paper statement via regular mail, Mr. [redacted] can make this change via his web account or by calling customer service Monday – Friday, 8 a.m. – 8 p.m. Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
After investigation we show that the $300 gift card was not on the customer's order. We have applied a goodwill credit of $105.89 to the customer's account due to the confusion. I have been unable to speak with the customer. We have sent a call me email and we will follow-up with her...
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 states that Encore wasn't removed and it's name was changed, however this was not reflected on my statement (it still said Encore), and when I called to question no one from Verizon told me that the name was changed. No notices were sent, or emailed. Verizon also states that the large bill was 2 bills combined. This may have been true however when I logged into Verizon website to check it said that my balance was $0, and when I called a recording said my balance was $0. For some reason, Verizon created a second account number under my name and did not inform me. When I called they did not tell me about the second account number. It is true Verizon gave me a $5 credit for the late payment after I called to complain. I was also told by Verizon that they would actually owe me money for unused services when I canceled. This was not explained. Verizon also could not explain why my phone service was disconnected, which is the reason that I made this complaint. (my phones were disconnected weeks before they said I had a late payment) They also had no explanation as to why they refused to reconnect my phones. A Verizon representative did apologize to me over the phone, however there was no apology in the response to this complaint. They just stated was was resolved and ignored the unresolved. (i.e. My phones being disconnected) They could not also explain as to why they said I would receive Starz free for 1 year, and then disconnected it after a few days. This has been going on for over 1 month, I have spent about 6 hours of my time on the phone with Verizon trying to figure all this out.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon contacted the customer and issued a credit adjustment to the account in the amount of $156.08 for the monthly charges for service from 12/**/15 - 1/**/16. The customer was already given $91.31 credit for activation charges. This left the customer with a credit balance of $247.39 and Verizon...
Finance advised it will be mailed out on 3/**/16. Verizon apologizes for any inconvenience the customer experienced as a result of this matter.
Our investigation found the customer subscribed to phone (###-###-####), internet and Direct TV bundled package. The customer terminated phone and internet on 2/**/17. The customer was being joint billed by Verizon for the DIRECTV Services. Verizon receives the charges and puts them on our...
bill during the next cycle. So we billed for their DIRECTV Bill Cycle of 2/** to 3/** on Verizon's February [redacted] Bill. The customer decided to unbundle his bill with Verizon and become direct billed with DIRECTV in March. The customer thinks that he was billed twice but in reality he received our Verizon bill for his DIRECTV Services from the prior bill cycle very closely to the DIRECTV bill for the next bill cycle. We paid DIRECTV for the billing of services on 2/**/17 for services provided from 2/**/17 to 3/**/17. The customer did not receive any bill from Direct TV for this time period. These charges were paid by the customer to Verizon via credit card with the payment of $108.42 posting on March **, 2017. DIRECTV billed this customer directly for the next bill cycle 3/** - 4/** on March ** ($116.79). and he paid that bill on April * to DIRECTV. The customer then disputed the payment of $108.42 made to Verizon with his credit card company. The credit card company reversed the payment to us. The account was debited for the $108.42. The customer therefore owes Verizon the $108.42 for the charges from 2/**/17 to 3/**/17 as we paid his Direct TV bill for him. He went to collections for not paying this amount. The customer filed appeals with our Presidential Appeals office and Executive Relations office where in numerous emails we have demonstrated that he owed this amount to Verizon. DIRECTV is not part of this complaint. They are whole with respect to the account. They have shown proof that they did not double bill nor receive any recourse from Verizon to bill the customer for us. The issue is collecting the money from this customer for the money he reversed with his credit card company. We have no record or taped recorded call where we informed that customer that he did not owe us these charges.
A Verizon rep spoke with the customer on 8/**/16 as [redacted] was out of the office. The customer's bill was adjusted. The customer was advised that the next callback will be on 9/**/16 from [redacted].
I am rejecting this response because:
The company did not even read my complaint. I am NOT on a fresh start account. My sister is however. I have a regular account that you people blocked because I had hanged my recurring payments. I do not want my account blocked because I simply chose to pay my bill early. Perhaps read my complaint before responding next time. Again this has nothing to do with a fresh start account.
Verizon’s records show the account was disconnected on 6/**/17. The voice service disconnected on 5/**/17 via port to another provided. The 6/**/17 billing statement confirmed credits for service cancelled. The account balance reflects a credit balance of $193.64 and was...
processed for refund and mailed on 6/**/17. The customer should received the refund in approximately 7 to 10 days.Over the past few days, Verizon has made several attempts to reach the customer via phone at her number ending in 0987. Verizon has not been successful in contacting the customer to address the concern. We have provided the information above via mail and included the contact information of Verizon’s Executive Relations should the customer need to call.
I reviewed [redacted] account and see that $10.96 in pro-rated credits for internet service were issued January **, 2016. Subsequent to receipt of the complaint, I forwarded the dispute to our billing department for further assistance. On March *, 2016, at my request, a...
representative issued an additional prorated $17.75 credit for the remaining days internet was billed as reflected on the customer’s January **, 2016 bill. This adjustment will appear on [redacted] pending March **, 2016 billing statement. I was unsuccessful in speaking to the customer; however, I apologized for his concern and provided this information in an email to him today.
CONFIDENTIAL COMMUNICATION December 27,...
2016 ...⇄ # [redacted] Revdex.com of Minnesota 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 PayCheck Direct Account. Ms. [redacted] states she contacted PayCheck Direct regarding an order placed on December 8, 2016. She was told the first payment would not come out of her account until December 30, 2016. She received a confirmation e-mail confirming the merchandise would be delivered on December 19, 2016. When she contacted PayCheck direct for a delivery time, she was told her items would not be delivered due to two payment reversals on her account. Ms. [redacted] asserts the customer service representative she spoke with was rude and unhelpful. Ms. [redacted]’s desired resolution would be to have the merchandise delivered and have the $60.00 over draft fee credited from her bank. Our records indicate Ms. [redacted] placed an order for a Timberland PRO Men's 6" Steel Toe Boot and a Sony PS4 500GB Uncharted 4: A Thief's End Console Bundle with a 2 Year Service Plan on November 29, 2016. This order was cancelled due to the payment reversal. Ms. [redacted] made two payments on December 8, 2016 in the amounts of $19.22 and $7.54. Both of these payments were reversed. When a payment is declined the account is placed on hold. Once a successful payment is made, the payment is held for 14 days. If no further issues occur an order can be placed at that time. A successful payment was made on December 16, 2016 in the amount of $26.20. On that same date the order was replaced for the merchandise. Ms. [redacted] will need allow 10 days from the time the payment was made for the payment to clear and an allow an additional 7-10 days for delivery. These items have an expected delivery date of January 4, 2017. We apologize Ms. [redacted] felt the representatives she spoke with on December 15, 2016 were discourteous. Her report of unacceptable service from one of our agents is regrettable. They are accountable to meet our professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We appreciate Ms. [redacted]’s feedback. If Ms. [redacted] has any additional questions she may contact PayCheck Direct 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
On November **, 2015, our billing representative spoke with
[redacted] and explained the service that was in her husband’s name was
originally set up in August 2013 and he had a bundle rate of $104.99 which
expired on August 2, 2015. This increased
the bundle rate up to $139.99. ...
When [redacted] changed service into her name on August **, 2015, we were able to get
her into a bundle rate of $129.99 which is $10.00 less than if the service was
still in her husband's name. Our
representative added an additional $4.99 discount for 12 months. [redacted] now understands the billing and
had no further concerns.
I am rejecting this response because:
As of...
today my account still show a credit balance of 3,100.00 at the Fingerhut site. I even received a letter a few days ago stating I had credit. I will never do business with them again. I am trying to clean up my credit report. I am 65 years old and I don't have time to play games . I played enough when I was young. Some people never stop. Thank you, Mary [redacted]
This is in response to a complaint filed by [redacted] with the Revdex.com regarding a dispute with [redacted]. The complaint indicates [redacted] was billing [redacted] for toll free charges, when the toll free number was ported to [redacted] in 2015. [redacted] agreed a refund was due;...
however, the business did not receive it. [redacted] records indicate on December **, 2016, a representative noted the account that the refund was requested; however, the representative failed to actually request it. This caused confusion and the delay in the refund being processed. I called [redacted] and informed him I requested a refund in the amount of $1935.14. While it can take up to six weeks to receive, I will have it expedited. I informed [redacted] I would call him when the check has been processed, so he can look for it. Thanks, Wendy D[redacted] Agency Relations ###-###-####
Dear [redacted] [redacted],According to our records, [redacted] received a final bill on or around June **, 2016 and was concerned about the total amount. [redacted] expressed that when he spoke with a Verizon representative on May **, 2016 to cancel his account, he was told his bill was paid through June **, 2016 and that he should not have had any charges on his final bill. Verizon spoke to the customer on July **, 2016 and apologized for any misinformation received. We also confirmed that the last payment received on May **, 2015 for the amount of $129.55 was posted in relation to the Bill statement covering 04/**/16 - 05/**/16. The last bill statement charged to [redacted] was for services used from 05/**/16 - 06/**/16 in the amount of $135.32 in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, 2016 up until June **, 2016. These three billing statements should assist in pinpointing the payment history. Verizon has also reviewed the monthly billing statements to ensure its accuracy. We show the billing to be correct and void of errors. We hope this information will assist you with this complaint. Our decision remains unchanged. This is our final determination.
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 explained that I have signed contract for FIOS service and not any other service and Verizon was supposed to waive the fee if they do not provide that service. I have spoken to a representative and ask to provide me with the signed copy of contract that says I would keep Verizon service even if it is not the same as what I have asked for or signed contract with. The agent said they will get back to me, but, never responded again as of 9/**/3015.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer is disputing being billed an early termination fee on a former account. Cannot locate the former account referenced in complaint. The customer did not provide an account number for the account being disputed. Attempted to contact the customer without success. The customer...
has not set-up voicemail on the provide contact number and no messages can be left. A letter has been mailed to the customer advising of such
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]
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:
They keep giving the same response and I'm not repeating myself again! They are wrong and it's a scam they just didn't want to loose our business because they came back higher then what we were paying with cox!!!! So they played with things to get it lower and failed to explain or tell us stuff and that we'd loosenthengift card and like I said again and again and again all along kept telling us yes you'll be getting it in the mail
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, [redacted] expressed concern about internet connectivity and a missing promotion related to a Verizon Wireless $250 gift card. [redacted] advised he...
is having issues connecting one laptop to the internet but all other devices are working fine. Upon review, Verizon has reached [redacted] twice regarding his internet connectivity. Verizon ran tests and ultimately determined it may be our customer’s equipment that has the issue. We have referred [redacted] to our Premium Technical Support service when he is available. In addition, Verizon has left messages related to [redacted]’s $250 Verizon Wireless gift card promotion. Verizon notes [redacted] must pay his bill in full for 3 months and only then will he receive the Verizon Wireless $250 gift card promotion. To date only one bill has processed which is the 01/**/18 bill. Two more bills will need to process before [redacted] is eligible. Furthermore, I have left my number with [redacted] should he have any additional questions or concerns.
[redacted] was issued an of service credit from 9/*/15 thru 10/*/15 $36.99. As of 10/*/15 DSL service was working.
CONFIDENTIAL COMMUNICATION April 28, 2016 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 on behalf of Mr. [redacted], regarding his WebBank/Fingerhut Advantage Credit Account balance. We would like to provide Mr. [redacted] with a clearer understanding of his balance. As a reminder, Mr. [redacted]’s account is an interest-bearing, revolving credit account. As such, an interest charge is imposed whenever a balance is carried from one billing cycle to the next. The amount of interest charged for a given billing cycle is based on the account’s current annual percentage rate of 25.15%, and will vary in relation to increases or decreases in the account balance from month to month. Mr. [redacted]’s account also had been assessed monthly fees for his past enrollment in SafeLine Account Protection Plus (SafeLine Plus). SafeLine Plus is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account. The monthly fee for the plan was $1.19 for every $100 of the credit account statement balance and was disclosed in the “fees” section of the customer’s monthly statement. Our investigation confirms that Mr. [redacted] enrolled in SafeLine Plus on March 28, 2015 while completing a Fingerhut account credit application via Fingerhut.com. As an assurance to Mr. [redacted], SafeLine servicing has confirmed they cancelled his plan enrollment on March 18, 2016 per his request and, effective that date, no further plan fees will be billed. However, Mr. [redacted] still qualifies to file a benefit claim for an event occurring while his coverage was in effect, and our records show he was most recently sent a benefit activation application on April 14, 2016. He should fax the completed application, along with any required supporting documentation, to ###-###-#### or send the materials as an email attachment to [email protected]. Mr. [redacted] remains responsible to make the minimum payment due on his account unless or until he receives SafeLine’s notification by mail stating his benefit is approved. Mr. [redacted] also had a past insurance policy enrollment provided by Affinion Benefits Group (Affinion), one of our affiliated companies. It was an accidental death and dismemberment (AD&D) policy underwritten by Federal Insurance Company, a member of the Chubb Group of Insurance Companies. He elected to enroll in this policy via a paper enrollment form he filled out, signed and dated, and mailed back to Affinion, which we have attached to this response. The disclosures section just above Mr. [redacted]’s signature state, in part, “I authorize until further notice the necessary quarterly electronic charges to my Fingerhut Advantage Credit Account issued by WebBank according to the coverage rate schedule.” Only a single policy premium was ever billed to Mr. [redacted]’s account on April 5, 2016 for $99.00. Affinion has confirmed they cancelled his policy enrollment on April 21, 2016 per his request and, effective that date, no further premiums will be billed. Affinion made an exception and issued a full refund credit back to his account of the $99.00 premium on April 25, 2016. While Mr. [redacted]’s account reflects a history of making payments on time, it recently assessed a $27.00 late fee when no payment was received by the April 13, 2016 due date. Allowing for the information and adjustments that were made as described above, we maintain that Mr. [redacted]’s current balance of $1473.85 is fully accurate. The minimum payment due by his next due date of May 13, 2016 is $78.64. A detailed monthly statement is being sent electronically each month to his email on record of [redacted]@gmail.com. If he prefers to receive a paper statement via regular mail, Mr. [redacted] can make this change via his web account or by calling customer service Monday – Friday, 8 a.m. – 8 p.m. Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
After investigation we show that the $300 gift card was not on the customer's order. We have applied a goodwill credit of $105.89 to the customer's account due to the confusion. I have been unable to speak with the customer. We have sent a call me email and we will follow-up with her...
if she contacts us.
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 states that Encore wasn't removed and it's name was changed, however this was not reflected on my statement (it still said Encore), and when I called to question no one from Verizon told me that the name was changed. No notices were sent, or emailed. Verizon also states that the large bill was 2 bills combined. This may have been true however when I logged into Verizon website to check it said that my balance was $0, and when I called a recording said my balance was $0. For some reason, Verizon created a second account number under my name and did not inform me. When I called they did not tell me about the second account number. It is true Verizon gave me a $5 credit for the late payment after I called to complain. I was also told by Verizon that they would actually owe me money for unused services when I canceled. This was not explained. Verizon also could not explain why my phone service was disconnected, which is the reason that I made this complaint. (my phones were disconnected weeks before they said I had a late payment) They also had no explanation as to why they refused to reconnect my phones. A Verizon representative did apologize to me over the phone, however there was no apology in the response to this complaint. They just stated was was resolved and ignored the unresolved. (i.e. My phones being disconnected) They could not also explain as to why they said I would receive Starz free for 1 year, and then disconnected it after a few days. This has been going on for over 1 month, I have spent about 6 hours of my time on the phone with Verizon trying to figure all this out.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon contacted the customer and issued a credit adjustment to the account in the amount of $156.08 for the monthly charges for service from 12/**/15 - 1/**/16. The customer was already given $91.31 credit for activation charges. This left the customer with a credit balance of $247.39 and Verizon...
Finance advised it will be mailed out on 3/**/16. Verizon apologizes for any inconvenience the customer experienced as a result of this matter.
Our investigation found the customer subscribed to phone (###-###-####), internet and Direct TV bundled package. The customer terminated phone and internet on 2/**/17. The customer was being joint billed by Verizon for the DIRECTV Services. Verizon receives the charges and puts them on our...
bill during the next cycle. So we billed for their DIRECTV Bill Cycle of 2/** to 3/** on Verizon's February [redacted] Bill. The customer decided to unbundle his bill with Verizon and become direct billed with DIRECTV in March. The customer thinks that he was billed twice but in reality he received our Verizon bill for his DIRECTV Services from the prior bill cycle very closely to the DIRECTV bill for the next bill cycle. We paid DIRECTV for the billing of services on 2/**/17 for services provided from 2/**/17 to 3/**/17. The customer did not receive any bill from Direct TV for this time period. These charges were paid by the customer to Verizon via credit card with the payment of $108.42 posting on March **, 2017. DIRECTV billed this customer directly for the next bill cycle 3/** - 4/** on March ** ($116.79). and he paid that bill on April * to DIRECTV. The customer then disputed the payment of $108.42 made to Verizon with his credit card company. The credit card company reversed the payment to us. The account was debited for the $108.42. The customer therefore owes Verizon the $108.42 for the charges from 2/**/17 to 3/**/17 as we paid his Direct TV bill for him. He went to collections for not paying this amount. The customer filed appeals with our Presidential Appeals office and Executive Relations office where in numerous emails we have demonstrated that he owed this amount to Verizon. DIRECTV is not part of this complaint. They are whole with respect to the account. They have shown proof that they did not double bill nor receive any recourse from Verizon to bill the customer for us. The issue is collecting the money from this customer for the money he reversed with his credit card company. We have no record or taped recorded call where we informed that customer that he did not owe us these charges.
A Verizon rep spoke with the customer on 8/**/16 as [redacted] was out of the office. The customer's bill was adjusted. The customer was advised that the next callback will be on 9/**/16 from [redacted].
I am rejecting this response because:
The company did not even read my complaint. I am NOT on a fresh start account. My sister is however. I have a regular account that you people blocked because I had hanged my recurring payments. I do not want my account blocked because I simply chose to pay my bill early. Perhaps read my complaint before responding next time. Again this has nothing to do with a fresh start account.
Verizon’s records show the account was disconnected on 6/**/17. The voice service disconnected on 5/**/17 via port to another provided. The 6/**/17 billing statement confirmed credits for service cancelled. The account balance reflects a credit balance of $193.64 and was...
processed for refund and mailed on 6/**/17. The customer should received the refund in approximately 7 to 10 days.Over the past few days, Verizon has made several attempts to reach the customer via phone at her number ending in 0987. Verizon has not been successful in contacting the customer to address the concern. We have provided the information above via mail and included the contact information of Verizon’s Executive Relations should the customer need to call.
I reviewed [redacted] account and see that $10.96 in pro-rated credits for internet service were issued January **, 2016. Subsequent to receipt of the complaint, I forwarded the dispute to our billing department for further assistance. On March *, 2016, at my request, a...
representative issued an additional prorated $17.75 credit for the remaining days internet was billed as reflected on the customer’s January **, 2016 bill. This adjustment will appear on [redacted] pending March **, 2016 billing statement. I was unsuccessful in speaking to the customer; however, I apologized for his concern and provided this information in an email to him today.