On 1/**/15, a Verizon customer service representative spoke with the customer and explained there were no bills and the account does not have a profile. The representative advised that no credit could be issued without the bill. The representative also advised that she issued a...
ticket for the disconnect order with an effective bill date of 11/**/15, the date of installation.
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit. The Specialist stated the reason for the call and left his contact information. As of today we have not heard from the customer.According to our...
records, this is a multi-dwelling unit. Verizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completely. There are coax lines that are not buried and they won't be buried. The technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cable. When we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unit. The new management company at complex will not allow them to move forward with original plans as old management company. An order must be initiated for customer to upgrade.
Verizon spoke with the customer and apologized for the backup security for Internet services that was placed on his account without his approval. Verizon has issued the remaining refund in the amount of $49.03 which will appear on the 2-**-17 bill. Verizon also apologized for his poor experience...
with an unprofessional employee and advised that a coaching / training request has been submitted and that matter will be handled internally by Verizon. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about her Verizon billing. [redacted] claims Verizon put her into a new 2 year agreement without her authorization. In...
addition, [redacted] states her billing has increased by an additional $40. [redacted] requested disconnection without an early termination fee due to the fact that she states she may be moving soon and would have not signed up for a new agreement. Upon review, Verizon communicated with [redacted] on 02/**/18. Verizon advised [redacted] we will waive her early termination fee and we would also adjust the February 2018 billing. Verizon notes [redacted] will receive a March and April 2018 bill that will reflect a zero balance. [redacted] was satisfied and had no further concerns.
Calls to speak with the customer to address his internet issues have been unsuccessful. The customer has been left messages with contact information should he wish to discuss his concerns.
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. The stove was picked up on Saturday July 16th, 2016 at approximately 2 pm. The took it out of the original box and left it for me to dispose of because it had been cut open in order for pictures of the damage to be taken and sent to Fingerhut. They had me sign paperwork that they were picking it up but didn't leave me a copy. I will assume this is now their responsibility and my involvement is over. Thanks for finally making this pickup happen.
A review of [redacted]'s account found that he was billed for 2 calling plans on the June, July and August 2015 bill. An adjustment was applied to the account of $85.60 on 9/**/2015. An adjustment of $66.82 was applied to the account on 9/**/2015 for the the freedom essentials plan 7/**/2015 - 9/**/2015 for the time the long distance portion of his service was blocked. The adjustments will appear on the October 2015 bill.
of all- On the return order form, I listed the Item Numbers for ALL 5 items that were returned. Second of all- I called and made sure it was alright to send items back from two different orders in the same box. Obviously I was told it was OK. So I dont appreciate the blame for the non-credit of returned items being put on me as it was done in this letter which states that I didnt give suffecient information. Also- if the employees can not read all the information I did provide and figure out that there were some items from one order and some from another- then there is seriously some lack in training of how to do their job to say the least. And the fact that I have repeatedly emailed trying to figure out what is going on with this whole mess and have NOT gotten ANY response is even further proof of the lack of service from customer service reps. Now I have to wait an additional 1-2 billing cycles- which is an additional 1-2 months to see if I actually receive the credit and if it will be in the right amount when Ive already waited months just to get that response even though ive tried to contact them over and over. Yet, they can make sure I dont get a return credit for something I didnt return within 2 minutes of me telling them that? How does that make sense?
Full response attached. CONFIDENTIAL COMMUNICATION: The payment Ms. [redacted]' son attempted to make was reversed with a reason of Account Invalid. He may send in documentation, if available, showing that the payment was actually processed. Ms. [redacted] still has a balance that she is responsible to...
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to move to newer, more capable routers. The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the [redacted] protocol), and provide a better customer experience. However, if [redacted] do not wish to upgrade, they will be billed for a router maintenance surcharge of $2.80 per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router. Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade. Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month. We hope this assists you to close this complaint. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
Verizon spoke with the customer who advised that she called on 8/*/17 to terminate service because she was so aggravated with the issues. We apologized and asked if there was anything we could do to keep the business and she said no. She is going to another company and they will be paying the early termination fee. The customer advised that she feels she should not have to pay two months bills because of the issues she has had. It was explained that we did review the repair tickets and it shows that she had a tech visit scheduled for 5/**/17 that was cancelled as no one would be home. The next repair ticket with a tech visit was 6/**/17 and closed 6/**/17. We issued a total of $433.29 in credits due to her issues. Her June bill was $243.80. Therefore, we gave her much more in credit than one month of charges. There is no justification for any more credit. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I specifically asked that Verizon NOT contact me. I made the report only to inform the New York Revdex.com to have a record of customer dissatisfaction to allow for a decision concerning the possibility this is a common and unacceptable business practice by VERIZON. I plan to handle all interactions with Verizon in the future in the court system directly. They bilked me for $200 as stated in my original report a few years ago. Once burned and all that. Why did they contact me when I said not to? Why did the Revdex.com pass the complaint on? It was solely for Revdex.com internal use and info and was clearly stated as such in the original complaint. Case closed as far as I am concerned. And of course I am a Cox Cable customer now. Probably going to drop Verizon phone service next. Done with large, almost monopolistic US communications carriers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Chris told me the step stool was sent to me, I will call her in the morning to ask her the status of this shipment. I don't know what happened please write me tomorrow, thank you. [redacted]
Attempts to reach the customer by phone on 5/*/15, 5/**/15, 5/**/15 and by email on 5/**/15 were unsuccessful. No response or return call was received. No account number was provided with the complaint and we have been unable to locate an account without additional information. A...
CONFIDENTIAL COMMUNICATION November 14, 2016 Revdex.com of...
Minnesota �...⇄ ...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], This letter is in response to the customer complaint filed with the Revdex.com by [redacted], regarding a WebBank/Fingerhut Credit Account. In the complaint our customer stated they purchased a faux Christmas tree from Fingerhut on September 23, 2016. After receiving the item our customer emailed Fingerhut on September 30, 2016 inquiring about a missing item that was advertised at www.fingerhut.com as being included with the Christmas tree. They were told that the issue would be referred to another department. Since they did not hear back they contacted the Fingerhut Chat Line the next week, and again were told the issue would be referred. On October 28, 2016, our customer contacted the Fingerhut Chat Line again and was told that the Christmas tree did not include the advertised item. Our records indicate our customer placed an order on our website at www.fingerhut.com for item number TC430 7.5' Prelit Tiffany Fir Feel-Real Christmas Tree on September 23, 2016. When the order was placed the item was advertised that it included a Storage Container. We have investigated the issue and have subsequently changed the description to state item is packed in a Reusable Storage Carton. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for not responding in a timely fashion, and for any inconvenience we may have caused. Our records indicate Mr. [redacted] was offered a $50.00 Discount Coupon for the inconvenience and refused. We would like to offer this to Mr. [redacted] again. If he wishes to accept it, he may contact our customer service department at www.fingerhut.com/customerservice or by calling us at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
Dear Ms. [redacted]:Toll Free [redacted]April 27, 2016I am in receipt of your letter dated April 25, 2016, in regards to the above-referenced matter.I want to first and foremost apologize to [redacted] for any inconvenience that this has caused her.also want to assure her that this account has been...
closed and cancelled from my company by our clientas this account was placed in erro;.We strive to treat everyone with empathy and professionalism and I am sorry that this situationoccurred. B[redacted] about this.Sincerely yours,
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:
My complaint has not been resolved because the correction to my credit report is not reflected. Until my credit report/ score is at least restored to original level then the business' error is not corrected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Rebuttal states complaint was for Revdex.com only and wanted no Verizon contact. Customer upset that Verizon passed the complaint on to Verizon. Customer states Revdex.com should not have served the complaint on Verizon and the Revdex.com again served Verizon with a Rebuttal. No action necessary by Verizon. This Rebuttal sent to Verizon appears to actually a complaint against the Revdex.com for referring this to Verizon.Joyce D[redacted]Verizon Executive Relations Sr. Analyst
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]
Some of the things on there are NOT correct, but I did contact Verizon today, June **, 2015 and spoke with a representative and she said the $30.00 would be credited to the next billing cycle coming out on July **, 2015. The total of the bill is $101.25 and I am to subtract the $30.00 and pay my current bill which is $71.25. The issue seams resolved at this point and I made it very clear for the representative to make notation of our conversation and what I was to pay and that I will be paying that and I expect the $30.00 back on the next billing cycle.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On 1/**/15, a Verizon customer service representative spoke with the customer and explained there were no bills and the account does not have a profile. The representative advised that no credit could be issued without the bill. The representative also advised that she issued a...
ticket for the disconnect order with an effective bill date of 11/**/15, the date of installation.
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit. The Specialist stated the reason for the call and left his contact information. As of today we have not heard from the customer.According to our...
records, this is a multi-dwelling unit. Verizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completely. There are coax lines that are not buried and they won't be buried. The technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cable. When we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unit. The new management company at complex will not allow them to move forward with original plans as old management company. An order must be initiated for customer to upgrade.
Verizon spoke with the customer and apologized for the backup security for Internet services that was placed on his account without his approval. Verizon has issued the remaining refund in the amount of $49.03 which will appear on the 2-**-17 bill. Verizon also apologized for his poor experience...
with an unprofessional employee and advised that a coaching / training request has been submitted and that matter will be handled internally by Verizon. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about her Verizon billing. [redacted] claims Verizon put her into a new 2 year agreement without her authorization. In...
addition, [redacted] states her billing has increased by an additional $40. [redacted] requested disconnection without an early termination fee due to the fact that she states she may be moving soon and would have not signed up for a new agreement. Upon review, Verizon communicated with [redacted] on 02/**/18. Verizon advised [redacted] we will waive her early termination fee and we would also adjust the February 2018 billing. Verizon notes [redacted] will receive a March and April 2018 bill that will reflect a zero balance. [redacted] was satisfied and had no further concerns.
Calls to speak with the customer to address his internet issues have been unsuccessful. The customer has been left messages with contact information should he wish to discuss his concerns.
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. The stove was picked up on Saturday July 16th, 2016 at approximately 2 pm. The took it out of the original box and left it for me to dispose of because it had been cut open in order for pictures of the damage to be taken and sent to Fingerhut. They had me sign paperwork that they were picking it up but didn't leave me a copy. I will assume this is now their responsibility and my involvement is over. Thanks for finally making this pickup happen.
A review of [redacted]'s account found that he was billed for 2 calling plans on the June, July and August 2015 bill. An adjustment was applied to the account of $85.60 on 9/**/2015. An adjustment of $66.82 was applied to the account on 9/**/2015 for the the freedom essentials plan 7/**/2015 - 9/**/2015 for the time the long distance portion of his service was blocked. The adjustments will appear on the October 2015 bill.
I am rejecting this response because: First...
of all- On the return order form, I listed the Item Numbers for ALL 5 items that were returned. Second of all- I called and made sure it was alright to send items back from two different orders in the same box. Obviously I was told it was OK. So I dont appreciate the blame for the non-credit of returned items being put on me as it was done in this letter which states that I didnt give suffecient information. Also- if the employees can not read all the information I did provide and figure out that there were some items from one order and some from another- then there is seriously some lack in training of how to do their job to say the least. And the fact that I have repeatedly emailed trying to figure out what is going on with this whole mess and have NOT gotten ANY response is even further proof of the lack of service from customer service reps. Now I have to wait an additional 1-2 billing cycles- which is an additional 1-2 months to see if I actually receive the credit and if it will be in the right amount when Ive already waited months just to get that response even though ive tried to contact them over and over. Yet, they can make sure I dont get a return credit for something I didnt return within 2 minutes of me telling them that? How does that make sense?
Full response attached. CONFIDENTIAL COMMUNICATION: The payment Ms. [redacted]' son attempted to make was reversed with a reason of Account Invalid. He may send in documentation, if available, showing that the payment was actually processed. Ms. [redacted] still has a balance that she is responsible to...
pay for.
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to move to newer, more capable routers. The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the [redacted] protocol), and provide a better customer experience. However, if [redacted] do not wish to upgrade, they will be billed for a router maintenance surcharge of $2.80 per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router. Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade. Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month. We hope this assists you to close this complaint. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
Verizon spoke with the customer who advised that she called on 8/*/17 to terminate service because she was so aggravated with the issues. We apologized and asked if there was anything we could do to keep the business and she said no. She is going to another company and they will be paying the early termination fee. The customer advised that she feels she should not have to pay two months bills because of the issues she has had. It was explained that we did review the repair tickets and it shows that she had a tech visit scheduled for 5/**/17 that was cancelled as no one would be home. The next repair ticket with a tech visit was 6/**/17 and closed 6/**/17. We issued a total of $433.29 in credits due to her issues. Her June bill was $243.80. Therefore, we gave her much more in credit than one month of charges. There is no justification for any more credit. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I specifically asked that Verizon NOT contact me. I made the report only to inform the New York Revdex.com to have a record of customer dissatisfaction to allow for a decision concerning the possibility this is a common and unacceptable business practice by VERIZON. I plan to handle all interactions with Verizon in the future in the court system directly. They bilked me for $200 as stated in my original report a few years ago. Once burned and all that. Why did they contact me when I said not to? Why did the Revdex.com pass the complaint on? It was solely for Revdex.com internal use and info and was clearly stated as such in the original complaint. Case closed as far as I am concerned. And of course I am a Cox Cable customer now. Probably going to drop Verizon phone service next. Done with large, almost monopolistic US communications carriers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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. Chris told me the step stool was sent to me, I will call her in the morning to ask her the status of this shipment. I don't know what happened please write me tomorrow, thank you. [redacted]
The activation fee is applicable and sustained. We understand that the customer is not satisfied with the response but this is our final response.
Attempts to reach the customer by phone on 5/*/15, 5/**/15, 5/**/15 and by email on 5/**/15 were unsuccessful. No response or return call was received. No account number was provided with the complaint and we have been unable to locate an account without additional information. A...
please call letter was sent on 5/**/15.[redacted]
CONFIDENTIAL COMMUNICATION November 14, 2016 Revdex.com of...
Minnesota �...⇄ ...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], This letter is in response to the customer complaint filed with the Revdex.com by [redacted], regarding a WebBank/Fingerhut Credit Account. In the complaint our customer stated they purchased a faux Christmas tree from Fingerhut on September 23, 2016. After receiving the item our customer emailed Fingerhut on September 30, 2016 inquiring about a missing item that was advertised at www.fingerhut.com as being included with the Christmas tree. They were told that the issue would be referred to another department. Since they did not hear back they contacted the Fingerhut Chat Line the next week, and again were told the issue would be referred. On October 28, 2016, our customer contacted the Fingerhut Chat Line again and was told that the Christmas tree did not include the advertised item. Our records indicate our customer placed an order on our website at www.fingerhut.com for item number TC430 7.5' Prelit Tiffany Fir Feel-Real Christmas Tree on September 23, 2016. When the order was placed the item was advertised that it included a Storage Container. We have investigated the issue and have subsequently changed the description to state item is packed in a Reusable Storage Carton. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for not responding in a timely fashion, and for any inconvenience we may have caused. Our records indicate Mr. [redacted] was offered a $50.00 Discount Coupon for the inconvenience and refused. We would like to offer this to Mr. [redacted] again. If he wishes to accept it, he may contact our customer service department at www.fingerhut.com/customerservice or by calling us at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
Dear Ms. [redacted]:Toll Free [redacted]April 27, 2016I am in receipt of your letter dated April 25, 2016, in regards to the above-referenced matter.I want to first and foremost apologize to [redacted] for any inconvenience that this has caused her.also want to assure her that this account has been...
closed and cancelled from my company by our clientas this account was placed in erro;.We strive to treat everyone with empathy and professionalism and I am sorry that this situationoccurred. B[redacted] about this.Sincerely yours,
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:
My complaint has not been resolved because the correction to my credit report is not reflected. Until my credit report/ score is at least restored to original level then the business' error is not corrected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Rebuttal states complaint was for Revdex.com only and wanted no Verizon contact. Customer upset that Verizon passed the complaint on to Verizon. Customer states Revdex.com should not have served the complaint on Verizon and the Revdex.com again served Verizon with a Rebuttal. No action necessary by Verizon. This Rebuttal sent to Verizon appears to actually a complaint against the Revdex.com for referring this to Verizon.Joyce D[redacted]Verizon Executive Relations Sr. Analyst
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]
Some of the things on there are NOT correct, but I did contact Verizon today, June **, 2015 and spoke with a representative and she said the $30.00 would be credited to the next billing cycle coming out on July **, 2015. The total of the bill is $101.25 and I am to subtract the $30.00 and pay my current bill which is $71.25. The issue seams resolved at this point and I made it very clear for the representative to make notation of our conversation and what I was to pay and that I will be paying that and I expect the $30.00 back on the next billing cycle.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]