A Verizon technical support representative spoke with [redacted] on 1/*/17. The representative explained that there are no technical issues with the email account and [redacted] is not locked out. [redacted] expressed concerns about the bill of [redacted] (landlord) account. However, [redacted]'s email is not associated with [redacted] account. The billing status of [redacted] account cannot be discussed with [redacted]. As long as [redacted] has access to the internet he will be able to access his email account.
Initial Business Response /* (1000, 8, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 22, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer, and we regret any difficulty she experienced as a result of the changes made to her credit line. As a reminder, there is a section of the credit account Agreement covering this issue, found under the title "Available Credit." It states, in part, "We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law."
Any reduction, increase or other change to a line of credit is the result of ongoing, systematic monitoring of account activity data. This information can pertain to the Fingerhut Account but also the customer's credit history as a whole.
Strong performing accounts may be issued a credit line increase, either temporary or permanent. If purchases are made to the account while a temporary increase is in effect, the regular limit receives a permanent increase equal to the combined total of the purchases. If no purchases are made, the temporary increase expires and the regular limit is restored.
We are aware of Ms. [redacted]'s concern of the potential impact this process could have on her credit rating. Unfortunately, credit reporting agencies do not reveal how, specifically, their scoring systems function. While we feel our processes associated with credit line changes do not have a long-term or unreasonable impact on credit ratings, we will accommodate requests to opt out of them.
If Ms. [redacted] chooses to opt out of receiving temporary credit line increases, it will also disqualify her from being issued permanent increases. We apologize, but at this time we do not have the option to allow one but not the other.
To opt out, Ms. [redacted] may contact our Customer Service Department at [redacted], Monday through Friday, 8 a.m. to 8 p.m. Central Time. Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding the date their Verizon account was cancelled and how it will impact their Verizon bill. The consumer advised they contacted Verizon on 8/*/17 to disconnect their...
service. The disconnect order completed on 8/*/17. On 8/**/17 Verizon contacted the consumer to address their concerns, we advised we will follow-up with the 9/*/17 billing statement and make an adjustment to bring the account balance to zero. The consumer is satisfied and has our contact information should they have any further concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted],...
and have determined that my complaint has NOT been resolved because:
During the phone call in April, at no point representative informed that in order to very little bill reduction (by around $4) it will bind with new 2-years contract. I would never agreed to any such contract with struggling business which is closed now. Verizon tricked the 11-year long loyal customer to pay $130 (ETF) by providing $4 discount for 3 months. Yes I might have missed read/understand a lengthy contract email however, there should have some courtesy and fairness while treating 11-year long loyal customer who disconnected service for a genuine reason VS. few months old customer with payment regularity issue. Please take partial responsibility of your miss/no information during April call or, have negative ratings from the 11-year old customer.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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 inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. Mr. [redacted] states that he recently found out about this Gettington account in his name. He believes someone used his address and social security number to open this account. He asserts that one of our representatives gave him the name of this person, and that he does not know this person. He also claims that he has tried calling us by leaving several voicemails, but we have not returned his calls. Mr. [redacted] is pursuing to confirm this fraudulent account is closed and that there have not been any further purchases. He requests a correction on his credit report. Our records indicate on August 26, 2015 an account was applied for using Mr. [redacted]’s personal information via the web and on that same day an order was placed for a Fisher Price Octonauts Barnacles’ Booster Jet Pack. This item was to be shipped to 3501 Demorest Rd. Grove City, OH 43123.This item was delivered via UPS (surepost) at 9:43 AM on September 2, 2015 using the tracking number [redacted]. On February 10, 2016 we sent Mr. [redacted] an affidavit for the unordered merchandise. We have not yet received the affidavit back from him. We attempted to call Mr. [redacted] (at ####-###-####) on February 26, 2016 and again on April 11, 2016 in response to voicemails he had left for us. We left messages on both occasions. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Fraud Department. They have instructed that a police report, as well as the returned affidavit, is required to complete the investigation. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required affidavit and police report to ###-###-#### Attn: Executive Care Team/Jessica or mail the documents to [redacted] St. Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Mr. [redacted]’s account has been marked with a verification hold, which will prevent further purchases on the account until the issue is resolved. Once the affidavit and police report are received, we would be able to close the account for fraud, and send a request to remove any inquiries or trades from his credit bureau report. A letter will be sent to Mr. [redacted] at that time notifying him of the actions taken. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Initial Business Response /* (1000, 5, 2015/10/21) */
CONFIDENTIAL COMMUNICATION
October 16, 2015
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.
Ms. [redacted] states that she received the Apple iPad Air 2 16 GB with no shrink-wrap, a shattered screen and no accessories. We sincerely apologize that the merchandise arrived in this condition.
We are unable to send Ms. [redacted] the new iPad until we have received the damaged one as a return. We have sent her a prepaid label to return the iPad, which may take 7 to 10 days to receive. Once Ms. [redacted] has returned the iPad, she should allow 10 days for us to receive and process the return. Once the return is received, a replacement will be sent to her.
We at Fingerhut always strive for an exceptional customer experience in all interactions with our customers, and we sincerely apologize for the poor customer service she experienced.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot wait that long. I need a new one that I purchased before I can return the old unit
Final Consumer Response /* (3000, 11, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will not return unless replacement is sent
Final Business Response /* (4000, 9, 2015/10/29) */
CONFIDENTIAL COMMUNICATION
October 29, 2015
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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We understand that Mr. [redacted] would like to reorder a new iPad before returning the defective one. However, this would bring his account beyond his available credit limit and may cause negative credit reporting, as a result. For this reason, we need him to return the iPad to us. Once the return is processed, we can resend another to him.
Having provided Mr. [redacted] with all information available to us, we are now considering this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Verizon has denied [redacted] any refunds for movies he purchased from us due to the fact that [redacted] has access to them anytime he wants to. Verizon final decision stands.
Verizon called the customer 07/**/2015 14:44:48 EDT, 07/**/2015 20:42:41 EDT, 07/**/201519:07:42 EDT, 07/**/2015 15:39:39 EDT, 07/**/2015 16:31:12 EDT, leaving messageson ###-###-#### with contact information. On 7/**/15 a please call letter was sent. The customer was called again on 07/**/201513:36:55 EDT, 07/**/2015 19:26:20 EDT, 07/**/2015 15:49:21 EDT, 07/**/201515:49:21 EDT with messages left including contact information. On 07/**/201509:05:49 EDT [redacted] called me back and advised she can be reached all day onMonday 7/**/15 and after 4:30 PM Tuesday – Saturday. Verizoncalled [redacted] again on 07/**/2015 09:06:05 EDT, 07/**/2015 20:07:03 EDTwith messages left for a call back. On 07/**/201513:38:23 EDT I called ###-###-#### and the line rang with no answer and nomachine. Another please call letter was sent on 7/**/15.Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. Ms. [redacted] states she contacted Customer Service regarding her bill regarding a note that her account was more than thirty days past due. After a representative attempted to explain why the account was noted with that comment, Ms. [redacted] requested a manager. As none were available, she discontinued the call. Ms. [redacted] is seeking verification of Fingerhut’s credit bureau reporting policy and requesting Fingerhut to delete any negative reporting that may have resulted from her late payment. Our records reflect Ms. [redacted] reached out to Fingerhut on February 18, 2017, via email, regarding a note on her account stating that it was “thirty one days past due”. An email reply was sent requesting Ms. [redacted] contact Customer Service regarding her question. Ms. [redacted] contacted Fingerhut on March 1, 2017 regarding the note she saw on her account. The representative explained improperly that the day after the payment was due counts as Day Thirty-One. The days start counting from the last payment due date. For example Ms. [redacted]’s payment is due on the 13th of each month. If the payment is not received before the statement is issued on the 17th, her account would be considered thirty one days past due on the 18th. Please note that Fingerhut does not begin reporting late payments to the credit bureaus until an account reaches sixty days past due. A review of the call on March 1, 2017 shows that the representative advised Ms. [redacted] that the supervisors were on other calls and it may be a few more minutes before a supervisor would be available. Ms. [redacted] stated she would wait on hold for two minutes more and, if a supervisor did not assist her, she would end the call. No supervisor was available and Ms. [redacted] ended the call. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’s expectations. An account review completed on March 3, 2017 confirms Equifax, Experian and Trans Union are accurately reporting Ms. [redacted]’s account as Current. Fingerhut has not reported any negative payment information to the credit reporting agencies since the account was opened. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Ms. [redacted] may also contact the credit bureaus directly. Their phone numbers are as follows: Equifax: ###-###-#### TransUnion: ###-###-#### Experian: ###-###-#### Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
Initial Business Response /* (1000, 5, 2016/01/29) */
CONFIDENTIAL COMMUNICATION
January 29, 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 inquiry we received from your office on behalf of Ms. [redacted]'s account regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that we have refunded a total of $90.00 on Ms. [redacted]'s account. A credit of $30.00 was issued directly to the method of payment used for the down payment on December 30, 2015. A refund check of $60.00 was sent to her on January 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked, and yes the $60.00 was received. thank you! but the $30 that you said was refunded to the method of payment(mastercard ending in [redacted]) was not refunded. I triple checked the transaction history for the last three months and there was no sign of it. it would have been alot easier if it had been sent in a check. attached is a log from that debit card and all its transactionm history. *note on the purchase that was made but not refunded log date *12/29/15 Debit: Signature purchase from 03-[redacted] FINGERHUT FRESHSTART 800-[redacted] MN [redacted] 03-[redacted]Direct Marketing - $30.00
Final Business Response /* (4000, 17, 2016/02/29) */
CONFIDENTIAL COMMUNICATION
February 29, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
On November 24, 2015, a payment of $30.00 was made to Ms. [redacted]'s account using a credit card ending 1990. Due to the dispute regarding this payment, the credit card company took back the funds (also known as a chargeback) on February 18, 2016. On December 28, 2015, a $30.00 payment was made with a credit card ending [redacted]. We received an additional chargeback from the credit card company on February 19, 2016. On December 30, 2015, a $30.00 payment was made using a bank account ending 6988. This payment was unsuccessful as the bank account was closed.
As mentioned, a refund check of $60.00 was issued to Ms. [redacted] on January 13, 2016, as the two credit cards payments posted to the account, but were charged back at a later date. Therefore, there is now a balance on the account of $61.73 due by March 20, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Final Consumer Response /* (2000, 19, 2016/03/10) */
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 failed to notify us of life line status being dropped. Verizon claimed that multiple applications were not received, and promised to retroactively adjust bills from December once life line application was approved. However, this was not possible because Verizon continued from February to June to claim that the 2nd and 3rd applications were in progress and asked us, the customer, to wait for approval. To now tell us that neither the 2nd nor 3rd application was ever received, after being told otherwise, is not acceptable. Business does claim that they can do nothing for us in this case, but I do not find their response as resolving my complaint. If I were not told months and months by customer service agents to keep waiting and call back after 6-8 weeks, I would have cancelled this service long ago, as Verizon has made it impossible to recertify the lifeline discount, by continually telling us that they are processing the application and telling us to wait, and then being told months later that they were never received.I am not complaining about the lack of opportunity to open an entirely new account, I am complaining about the charges accumulated over the last 6 months while being told lies by customer service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised Verizon has explained many times to [redacted], who Verizon has taken extraordinary steps to appease, that she must pay for her service to continue to receive it. Verizon will not open another forum to request unforthcoming substation of problems with [redacted]’s...
CONFIDENTIAL COMMUNICATION March 1, 2018 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Mr. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for Ms. [redacted]. Ms. [redacted] states she returned her entire order, two shirts and one coat, for size-related reasons, but was told we did not receive the coat. She was further told she would be sent a form regarding this issue to fill out and send back to us; she states she never received it, and still did not receive it after requesting it several more times. As her desired resolution, Ms. [redacted] states: “To finally exchange the coat.” We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review. Sincerely, Vi [redacted]Executive Care TeamVF/ah
Initial Business Response /* (1000, 6, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We want to ensure Mr. [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance.
As a reminder to Mr. [redacted], the above referenced account is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month.
Mr. [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioning. This information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/bw
Verizon has tried on many occasions to resolve [redacted]'s Internet concerns with no success because [redacted] will not cooperated with Verizon to repair her internet services. Verizon has advised [redacted] of her options.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the airbed she purchased on March 7, 2016 has a coil that is popped. She states she has contacted Fingerhut in regards to this matter and Fingerhut gave her the manufacturer contact information. Ms. [redacted] contacted Fingerhut a second time and states she was told she would be reimbursed for the item being the item was unavailable. She would like to receive a new airbed or be reimbursed for the airbed and the 2 year service plan. Our records indicate Ms. [redacted] purchased an Intex Queen Raised Airbed with a 2 Year Service Plan on March 8, 2016. We have no record of her contacting Fingerhut stating the product was defective. At this time she would be unable to return the airbed to Fingerhut for a refund as we require returns to be made in accordance with our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” Ms. [redacted]’s 2 Year Service Plan began on March 10, 2016. For assistance with the product Ms. [redacted] should contact National Extended Warranty at ###-###-####. Her warranty contact number is [redacted]. This item is currently out of stock on our website, if she would like additional information on this product she may contact the manufacturer, Intex Recreation, at ###-###-#### Monday-Friday 8:30AM-5:00PM Pacific Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2015/12/10) */
CONFIDENTIAL COMMUNICATION
December 9, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced as a result of the issues stated in the inquiry. Her report of receiving unsatisfactory service is upsetting, as all agents are accountable to meet our professional standards. Additionally, a good faith effort must be made to connect customers with a supervisor upon request or, if unavailable, to refer it for a callback, preferably within 24 hours.
Our investigation confirms an order was placed on November 19, 2015 via the Fingerhut website consisting of multiple items totaling $929.83. Our records indicate that the SPT Wand Massager was a vendor-supplied item. On these types of items, we cannot guarantee the type of shipping packaging that is used for items sent directly by the vendor. The records further show that all three pairs of the Adidas Shoes were shipped from one of our fulfillment centers and should have arrived packed in a shipping carton. The shipping carriers are entrusted to handle all parcels with care, and we apologize if any item arrived in an unsatisfactory condition. Ms. [redacted] previously notified us that she is returning these items.
We agree that there was a promotion for a free spa pillow with the purchase of any health/beauty product at the time Ms. [redacted] placed the order. This promotion was set to automatically issue the discount upon order checkout after both the health/beauty item and the spa pillow had been added to the "shopping cart." Our records indicate that the pillow was not added to the cart. The terms of this promotion also state that if the health/beauty product is returned but the pillow is kept, then the customer will be billed the regular price. We did not send Ms. [redacted] the pillow for the reason that she intended to return the health/beauty product.
Total customer satisfaction is a goal we strive daily to achieve, so we regret if we fell short of this mark with Ms. [redacted]. We appreciate her patience and understanding while worked to provide this response and resolution.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
A Verizon technical support representative spoke with [redacted] on 1/*/17. The representative explained that there are no technical issues with the email account and [redacted] is not locked out. [redacted] expressed concerns about the bill of [redacted] (landlord) account. However, [redacted]'s email is not associated with [redacted] account. The billing status of [redacted] account cannot be discussed with [redacted]. As long as [redacted] has access to the internet he will be able to access his email account.
Initial Business Response /* (1000, 8, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 22, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer, and we regret any difficulty she experienced as a result of the changes made to her credit line. As a reminder, there is a section of the credit account Agreement covering this issue, found under the title "Available Credit." It states, in part, "We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law."
Any reduction, increase or other change to a line of credit is the result of ongoing, systematic monitoring of account activity data. This information can pertain to the Fingerhut Account but also the customer's credit history as a whole.
Strong performing accounts may be issued a credit line increase, either temporary or permanent. If purchases are made to the account while a temporary increase is in effect, the regular limit receives a permanent increase equal to the combined total of the purchases. If no purchases are made, the temporary increase expires and the regular limit is restored.
We are aware of Ms. [redacted]'s concern of the potential impact this process could have on her credit rating. Unfortunately, credit reporting agencies do not reveal how, specifically, their scoring systems function. While we feel our processes associated with credit line changes do not have a long-term or unreasonable impact on credit ratings, we will accommodate requests to opt out of them.
If Ms. [redacted] chooses to opt out of receiving temporary credit line increases, it will also disqualify her from being issued permanent increases. We apologize, but at this time we do not have the option to allow one but not the other.
To opt out, Ms. [redacted] may contact our Customer Service Department at [redacted], Monday through Friday, 8 a.m. to 8 p.m. Central Time. Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding the date their Verizon account was cancelled and how it will impact their Verizon bill. The consumer advised they contacted Verizon on 8/*/17 to disconnect their...
service. The disconnect order completed on 8/*/17. On 8/**/17 Verizon contacted the consumer to address their concerns, we advised we will follow-up with the 9/*/17 billing statement and make an adjustment to bring the account balance to zero. The consumer is satisfied and has our contact information should they have any further concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted],...
and have determined that my complaint has NOT been resolved because:
During the phone call in April, at no point representative informed that in order to very little bill reduction (by around $4) it will bind with new 2-years contract. I would never agreed to any such contract with struggling business which is closed now. Verizon tricked the 11-year long loyal customer to pay $130 (ETF) by providing $4 discount for 3 months. Yes I might have missed read/understand a lengthy contract email however, there should have some courtesy and fairness while treating 11-year long loyal customer who disconnected service for a genuine reason VS. few months old customer with payment regularity issue. Please take partial responsibility of your miss/no information during April call or, have negative ratings from the 11-year old customer.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION May 27,...
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 inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. Mr. [redacted] states that he recently found out about this Gettington account in his name. He believes someone used his address and social security number to open this account. He asserts that one of our representatives gave him the name of this person, and that he does not know this person. He also claims that he has tried calling us by leaving several voicemails, but we have not returned his calls. Mr. [redacted] is pursuing to confirm this fraudulent account is closed and that there have not been any further purchases. He requests a correction on his credit report. Our records indicate on August 26, 2015 an account was applied for using Mr. [redacted]’s personal information via the web and on that same day an order was placed for a Fisher Price Octonauts Barnacles’ Booster Jet Pack. This item was to be shipped to 3501 Demorest Rd. Grove City, OH 43123.This item was delivered via UPS (surepost) at 9:43 AM on September 2, 2015 using the tracking number [redacted]. On February 10, 2016 we sent Mr. [redacted] an affidavit for the unordered merchandise. We have not yet received the affidavit back from him. We attempted to call Mr. [redacted] (at ####-###-####) on February 26, 2016 and again on April 11, 2016 in response to voicemails he had left for us. We left messages on both occasions. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Fraud Department. They have instructed that a police report, as well as the returned affidavit, is required to complete the investigation. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required affidavit and police report to ###-###-#### Attn: Executive Care Team/Jessica or mail the documents to [redacted] St. Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Mr. [redacted]’s account has been marked with a verification hold, which will prevent further purchases on the account until the issue is resolved. Once the affidavit and police report are received, we would be able to close the account for fraud, and send a request to remove any inquiries or trades from his credit bureau report. A letter will be sent to Mr. [redacted] at that time notifying him of the actions taken. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Initial Business Response /* (1000, 5, 2015/10/21) */
CONFIDENTIAL COMMUNICATION
October 16, 2015
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.
Ms. [redacted] states that she received the Apple iPad Air 2 16 GB with no shrink-wrap, a shattered screen and no accessories. We sincerely apologize that the merchandise arrived in this condition.
We are unable to send Ms. [redacted] the new iPad until we have received the damaged one as a return. We have sent her a prepaid label to return the iPad, which may take 7 to 10 days to receive. Once Ms. [redacted] has returned the iPad, she should allow 10 days for us to receive and process the return. Once the return is received, a replacement will be sent to her.
We at Fingerhut always strive for an exceptional customer experience in all interactions with our customers, and we sincerely apologize for the poor customer service she experienced.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot wait that long. I need a new one that I purchased before I can return the old unit
Final Consumer Response /* (3000, 11, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will not return unless replacement is sent
Final Business Response /* (4000, 9, 2015/10/29) */
CONFIDENTIAL COMMUNICATION
October 29, 2015
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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We understand that Mr. [redacted] would like to reorder a new iPad before returning the defective one. However, this would bring his account beyond his available credit limit and may cause negative credit reporting, as a result. For this reason, we need him to return the iPad to us. Once the return is processed, we can resend another to him.
Having provided Mr. [redacted] with all information available to us, we are now considering this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
I am rejecting this response because:The business has offered no resolution or attempt to resolve.
Verizon has denied [redacted] any refunds for movies he purchased from us due to the fact that [redacted] has access to them anytime he wants to. Verizon final decision stands.
Verizon called the customer 07/**/2015 14:44:48 EDT, 07/**/2015 20:42:41 EDT, 07/**/201519:07:42 EDT, 07/**/2015 15:39:39 EDT, 07/**/2015 16:31:12 EDT, leaving messageson ###-###-#### with contact information. On 7/**/15 a please call letter was sent. The customer was called again on 07/**/201513:36:55 EDT, 07/**/2015 19:26:20 EDT, 07/**/2015 15:49:21 EDT, 07/**/201515:49:21 EDT with messages left including contact information. On 07/**/201509:05:49 EDT [redacted] called me back and advised she can be reached all day onMonday 7/**/15 and after 4:30 PM Tuesday – Saturday. Verizoncalled [redacted] again on 07/**/2015 09:06:05 EDT, 07/**/2015 20:07:03 EDTwith messages left for a call back. On 07/**/201513:38:23 EDT I called ###-###-#### and the line rang with no answer and nomachine. Another please call letter was sent on 7/**/15.Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. Ms. [redacted] states she contacted Customer Service regarding her bill regarding a note that her account was more than thirty days past due. After a representative attempted to explain why the account was noted with that comment, Ms. [redacted] requested a manager. As none were available, she discontinued the call. Ms. [redacted] is seeking verification of Fingerhut’s credit bureau reporting policy and requesting Fingerhut to delete any negative reporting that may have resulted from her late payment. Our records reflect Ms. [redacted] reached out to Fingerhut on February 18, 2017, via email, regarding a note on her account stating that it was “thirty one days past due”. An email reply was sent requesting Ms. [redacted] contact Customer Service regarding her question. Ms. [redacted] contacted Fingerhut on March 1, 2017 regarding the note she saw on her account. The representative explained improperly that the day after the payment was due counts as Day Thirty-One. The days start counting from the last payment due date. For example Ms. [redacted]’s payment is due on the 13th of each month. If the payment is not received before the statement is issued on the 17th, her account would be considered thirty one days past due on the 18th. Please note that Fingerhut does not begin reporting late payments to the credit bureaus until an account reaches sixty days past due. A review of the call on March 1, 2017 shows that the representative advised Ms. [redacted] that the supervisors were on other calls and it may be a few more minutes before a supervisor would be available. Ms. [redacted] stated she would wait on hold for two minutes more and, if a supervisor did not assist her, she would end the call. No supervisor was available and Ms. [redacted] ended the call. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’s expectations. An account review completed on March 3, 2017 confirms Equifax, Experian and Trans Union are accurately reporting Ms. [redacted]’s account as Current. Fingerhut has not reported any negative payment information to the credit reporting agencies since the account was opened. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Ms. [redacted] may also contact the credit bureaus directly. Their phone numbers are as follows: Equifax: ###-###-#### TransUnion: ###-###-#### Experian: ###-###-#### Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
Initial Business Response /* (1000, 5, 2016/01/29) */
CONFIDENTIAL COMMUNICATION
January 29, 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 inquiry we received from your office on behalf of Ms. [redacted]'s account regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that we have refunded a total of $90.00 on Ms. [redacted]'s account. A credit of $30.00 was issued directly to the method of payment used for the down payment on December 30, 2015. A refund check of $60.00 was sent to her on January 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked, and yes the $60.00 was received. thank you! but the $30 that you said was refunded to the method of payment(mastercard ending in [redacted]) was not refunded. I triple checked the transaction history for the last three months and there was no sign of it. it would have been alot easier if it had been sent in a check. attached is a log from that debit card and all its transactionm history. *note on the purchase that was made but not refunded log date *12/29/15 Debit: Signature purchase from 03-[redacted] FINGERHUT FRESHSTART 800-[redacted] MN [redacted] 03-[redacted]Direct Marketing - $30.00
Final Business Response /* (4000, 17, 2016/02/29) */
CONFIDENTIAL COMMUNICATION
February 29, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
On November 24, 2015, a payment of $30.00 was made to Ms. [redacted]'s account using a credit card ending 1990. Due to the dispute regarding this payment, the credit card company took back the funds (also known as a chargeback) on February 18, 2016. On December 28, 2015, a $30.00 payment was made with a credit card ending [redacted]. We received an additional chargeback from the credit card company on February 19, 2016. On December 30, 2015, a $30.00 payment was made using a bank account ending 6988. This payment was unsuccessful as the bank account was closed.
As mentioned, a refund check of $60.00 was issued to Ms. [redacted] on January 13, 2016, as the two credit cards payments posted to the account, but were charged back at a later date. Therefore, there is now a balance on the account of $61.73 due by March 20, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Final Consumer Response /* (2000, 19, 2016/03/10) */
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 failed to notify us of life line status being dropped. Verizon claimed that multiple applications were not received, and promised to retroactively adjust bills from December once life line application was approved. However, this was not possible because Verizon continued from February to June to claim that the 2nd and 3rd applications were in progress and asked us, the customer, to wait for approval. To now tell us that neither the 2nd nor 3rd application was ever received, after being told otherwise, is not acceptable. Business does claim that they can do nothing for us in this case, but I do not find their response as resolving my complaint. If I were not told months and months by customer service agents to keep waiting and call back after 6-8 weeks, I would have cancelled this service long ago, as Verizon has made it impossible to recertify the lifeline discount, by continually telling us that they are processing the application and telling us to wait, and then being told months later that they were never received.I am not complaining about the lack of opportunity to open an entirely new account, I am complaining about the charges accumulated over the last 6 months while being told lies by customer service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please find our response attached.
Verizon's records show this customer's concern is with Verizon Business. Please re-direct the compliant to Verizon Business.
Please be advised Verizon has explained many times to [redacted], who Verizon has taken extraordinary steps to appease, that she must pay for her service to continue to receive it. Verizon will not open another forum to request unforthcoming substation of problems with [redacted]’s...
Internet service or to rehash other arguments.
CONFIDENTIAL COMMUNICATION March 1, 2018 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Mr. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for Ms. [redacted]. Ms. [redacted] states she returned her entire order, two shirts and one coat, for size-related reasons, but was told we did not receive the coat. She was further told she would be sent a form regarding this issue to fill out and send back to us; she states she never received it, and still did not receive it after requesting it several more times. As her desired resolution, Ms. [redacted] states: “To finally exchange the coat.” We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review. Sincerely, Vi [redacted]Executive Care TeamVF/ah
Initial Business Response /* (1000, 6, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We want to ensure Mr. [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance.
As a reminder to Mr. [redacted], the above referenced account is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month.
Mr. [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioning. This information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/bw
Verizon has tried on many occasions to resolve [redacted]'s Internet concerns with no success because [redacted] will not cooperated with Verizon to repair her internet services. Verizon has advised [redacted] of her options.
CONFIDENTIAL COMMUNICATION August 9,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the airbed she purchased on March 7, 2016 has a coil that is popped. She states she has contacted Fingerhut in regards to this matter and Fingerhut gave her the manufacturer contact information. Ms. [redacted] contacted Fingerhut a second time and states she was told she would be reimbursed for the item being the item was unavailable. She would like to receive a new airbed or be reimbursed for the airbed and the 2 year service plan. Our records indicate Ms. [redacted] purchased an Intex Queen Raised Airbed with a 2 Year Service Plan on March 8, 2016. We have no record of her contacting Fingerhut stating the product was defective. At this time she would be unable to return the airbed to Fingerhut for a refund as we require returns to be made in accordance with our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” Ms. [redacted]’s 2 Year Service Plan began on March 10, 2016. For assistance with the product Ms. [redacted] should contact National Extended Warranty at ###-###-####. Her warranty contact number is [redacted]. This item is currently out of stock on our website, if she would like additional information on this product she may contact the manufacturer, Intex Recreation, at ###-###-#### Monday-Friday 8:30AM-5:00PM Pacific Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2015/12/10) */
CONFIDENTIAL COMMUNICATION
December 9, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced as a result of the issues stated in the inquiry. Her report of receiving unsatisfactory service is upsetting, as all agents are accountable to meet our professional standards. Additionally, a good faith effort must be made to connect customers with a supervisor upon request or, if unavailable, to refer it for a callback, preferably within 24 hours.
Our investigation confirms an order was placed on November 19, 2015 via the Fingerhut website consisting of multiple items totaling $929.83. Our records indicate that the SPT Wand Massager was a vendor-supplied item. On these types of items, we cannot guarantee the type of shipping packaging that is used for items sent directly by the vendor. The records further show that all three pairs of the Adidas Shoes were shipped from one of our fulfillment centers and should have arrived packed in a shipping carton. The shipping carriers are entrusted to handle all parcels with care, and we apologize if any item arrived in an unsatisfactory condition. Ms. [redacted] previously notified us that she is returning these items.
We agree that there was a promotion for a free spa pillow with the purchase of any health/beauty product at the time Ms. [redacted] placed the order. This promotion was set to automatically issue the discount upon order checkout after both the health/beauty item and the spa pillow had been added to the "shopping cart." Our records indicate that the pillow was not added to the cart. The terms of this promotion also state that if the health/beauty product is returned but the pillow is kept, then the customer will be billed the regular price. We did not send Ms. [redacted] the pillow for the reason that she intended to return the health/beauty product.
Total customer satisfaction is a goal we strive daily to achieve, so we regret if we fell short of this mark with Ms. [redacted]. We appreciate her patience and understanding while worked to provide this response and resolution.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah