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.
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/Fingerhut Advantage Credit Account. Mr. [redacted] states the secondary phone number on his Fingerhut account is inactive. He would like this number removed from his records. Our records indicate Mr. [redacted] contacted Fingerhut on June 16, 2016 to have the phone number ###-###-#### removed from our records. On that same date we removed the number from our records. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
After investigation, Verizon found that the disconnection of [redacted]'s service was not processed correctly. Verizon records show, as stated in the complaint [redacted] paid the final bill in full. Verizon has sent notification to the credit bureaus to have this account removed from his credit...
report. It can take up to 30 days for the credit bureaus to update their records. A Verizon representative spoke with [redacted] on 11/**/16 and provided him with the findings of the investigation. Email has been sent to [redacted] confirming the credit score reversal.
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 has been claiming early termination fee for the service that has NOT been provided. There has been service calls which has not been resolved by Verizon, and since there is no service provided by them, we have a right to cancel, and don't need to pay any fee if they have not been providing the service written in the contract.
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 have determined that my complaint has NOT been resolved because:
I received one phone call from Verizon about a week ago. In their message, they provided me with a general customer service number which would have me speaking with someone who would know nothing about my complaint. Since then, I have called and emailed several times with no response including today in which I called and emailed a Joyce D[redacted] at [redacted]. She emailed me originally to say they have received my complaint and would be in touch with me. Not one person has called or returned an email in about a week. In response to your explanation of the advertisement, no where on the ad does it say you have to be a new customer and hence makes it false advertising.If you would return one of my many phone calls, I would love to discuss it with you. ###-###-####. Thank you,[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
We have left a voice mail stating we need to schedule a technician to go out to add the STB. We have called 5 times and have not received a call back. The customer must return our call and we can deal with his issue directly. Case closed.
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Gettington credit account ending in [redacted]. We have included a statement of account activity and a copy of the Terms and Conditions. Mr. [redacted] states that he had an account with Gettington, paid the account in full and the account is still showing as derogatory on his credit report. Mr. [redacted]’s desired resolution is to have the account removed from his credit report. Our records indicate, on December 17, 2014, an application was processed over the internet using Mr. [redacted]’s personally identifiable information. On that same day, an order was placed online for a Huffy Spider-Man Lights & Sounds Trike, Fila Misses’ Shimmer Jacket, CHI Air Texture 1-1/2" Ceramic Curling Iron, RoseArt Magic Fun Dough Volcano Playset, MD Sports Tabletop Air Hockey Game, Fisher Price Dora the Explorer Backpack, Sesame Street Color ’n Play Giant Playhouse, and a Skyrocket SkyViper QuadCopter. The merchandise was shipped via UPS to the same address as on the application. We have received multiple payments on this account from a checking account ending in 1812 and a MasterCard debit card ending in 1598 both shown in the name of Nick [redacted]. The last payment, totaling $49.02, was received on September 30, 2015. As no further payments were received, the unpaid balance of $561.97 charged off on May 5, 2016 and the account was sold to Resurgent Capital Services on June 1, 2016. According to an account review completed on April 7, 2017 Experian and Trans Union are accurately reporting the account as Transfer/Sold or Purchased by Another Lender with a balance of zero. Equifax is no longer reporting a trade line. 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 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 Mr. [redacted] has questions about what Resurgent Capital Services may be reporting, he may contact them directly at ###-###-####. ...⇄ Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
Good afternoon, I spoke with the claimant on 12/2 at around 2pm. We spoke at length of his complaint and I explained that we would not give him 100/100 speed for the price of 50/50. I advised that I spoke with the tech and he was simply stating that everyone is now getting 100/100, as in this is the...
speed the majority of our customers are ordering. He did not state that it would be for the same price, nor will the claimant state that the tech mentioned it was for the same price. This misunderstanding is what led to the complaint. Claimant did eventually agree to have his speed lowered to 50/50 in order to receive that pricing. He also requested information on if he would be refunded the cost of the Verizon router he purchased. I stated I was unsure but could have my contacts find out. The claimant called back about 20 mins after our conversation and advised me that he did not want any changes on his account and that he was not satisfied with the resolution. He would only be satisfied if I were to grant him the 100/100 speed for the price of 50/50, I stated that would not be done. He will continue to pursue the complaint until he is granted a resolution he is satisfied with. He also did not want me to find out about the refund for the router, stated he would find out himself. No changes have been made to the account per his request. Additionally, our position is final in regards to granting 100/100 speed for the price of 50/50.
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]
Verizon still does not want to honor the price they quoted. I understand that the price quote was based on a calculation error, but as a good business Verizon should own up to their mistake. I am sure there are various other customers who might encounter this issue and Verizon should be thankful that I informed them of this glitch. Instead, I have to complain several times to get any movement from their end. I did receive notice that a "Valued Customer" discount of 15$ was given, but not as mentioned in the response to the Revdex.com for the entire period, but only for 12 months. I still have 19 months left on the agreement and that means that I will have to pay more for the last 7 months. This is quoted from the activity notification message:"You've requested the following changes in your services. Below is an estimate of your Monthly Charges and first bill with these changes. New Valued Customer $15 for 12 Months"I also received a phone message with a request for a call back. I called back twice leaving messages, the second time with a request to let me know during which hours the office is staffed so that I can make arrangements to call during these times. I am still interested in discussing this matter in person, but my availability between 8AM and 6PM is limited (work during which I cannot take or make phone calls at will). I never received a response to that request.Verizon made a mistake and I still see not a single reason why I should pay more than quoted just because Verizon's computer system cannot do the math correctly or figure out which discount applies to what during which time under which conditions. This is not the way to make customers happy.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/22) */
CONFIDENTIAL COMMUNICATION
December 22, 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.
On November 28, 2015 on order was placed for a NuWave Precision Induction Cooktop w/Pan with a 1 Year Service Plan. This item was shipped via UPS Ground with tracking number [redacted] and was delivered on December 4, 2015.
When a customer states they have not received merchandise ordered, Fingerhut has policies and procedure in place in order to conduct an investigation. Our records indicate a legal affidavit has been sent to Ms. [redacted] on December 9, 2015.
As we understand the urgency of this situation, Ms. [redacted] may fax the completed affidavit to [redacted], Attn: Kristina. Once we have received this document we can further investigate this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
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: the business continues to reject any involvement even though only equipment connected to Verizon devices were damaged. Items connected to the same wall outlet but not Verizon suffered no damage.
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [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. In Mr. [redacted]’s inquiry he states he purchased a phone from Gettington in September and started having problems with the phone in November. When Mr. [redacted] contacted us he states he was advised the item could not be returned and he needed to work through the manufacturer to resolve the problems with the phone. Mr. [redacted] is requesting to have the phone replaced before he returns the defective phone since he cannot be without a phone due to a medical condition. Our records indicate Mr. [redacted] placed the order for the Boost Mobile Android Smartphone on September 13, 2016. Our return policy for mobile devices is listed on our website and is as follows: Returns are limited for Mobile Devices. Once shipped only defective or damaged devices can be exchanged for an identical device. Defective or damaged exchanges must be within 30 days of purchase. When Mr. [redacted] contacted us on December 2, 2016 via email advising us that he was experiencing issues with his phone, we advised him to contact LG at ###-###-#### as the phone has a 1 year limited manufacturers’ warranty. On December 6, 2016 Mr. [redacted] contacted us by phone and advised he needed a replacement phone before he returned the defective phone. The agent advised Mr. [redacted] we could not accept the return of the phone since it was outside our return timeframe for mobile devices. Mr. [redacted] requested to speak with a supervisor and on December 7, 2016 a supervisor attempted to contact Mr. [redacted] per his request as the phone number provided for the call back was invalid. The supervisor sent an email to Mr. [redacted] advising him to contact us. On December 12, 2016 and December 14, 2016 Mr. [redacted] contacted us again and was advised he could not return the phone due to being beyond our return policy timeframe. On December 16, 2016 a proof of purchase was sent to Mr. [redacted] per his request. Please understand, applying policies fairly and consistently to all customers is among our top priorities. We are unable to accept the return of the phone or to send an exchange due to our policy being applied the same for Mr. [redacted] as it would for any customer with similar circumstances. Since the item has a 1 year manufacturer’s warranty, Mr. [redacted] should contact LG for further assistance at ###-###-####. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
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. Ms. [redacted] states that she ordered a product which was damaged and when she tried to contact Fingerhut regarding returning the product she never received a response email. Ms. [redacted]’s account indicates an order was placed on May 3, 2015 via the web for a Ragalta 4-Pc. Canister Set – Red and delivered to [redacted] Winchester, KY 40391 on May 6, 2016. Our records indicate we received an email from Ms. [redacted] on May 31, 2016 indicating she was unhappy with the product, there was rust on the lid and the paint was coming off. A representative responded to Ms. [redacted]’s email on June 1, 2016 apologizing for the issue and advising her to check the packing slip for a return label and to follow the instructions to return the product. The representative also advised her to contact us if she did not receive a return label and let us know if she would like the label sent via U.S. Mail or email. Records indicate we received a second email from Ms. [redacted] indicating she did not receive a reply to her first email and is now stuck paying for a product that is no good. A representative responded to Ms. [redacted] on June 14, 2016 apologized and inquired if she would like the return label sent via U.S. Mail or email. Our records indicate we received a reply from Ms. [redacted] on July 1, 2016 indicating she would like the label sent to her via U.S. Mail. A reply was sent to Ms. [redacted] on July 1, 2016 informing her a label would be mailed and to allow up to 10 business days to receive it. She was also advised to indicate if she would like a credit or an exchange and to allow 10-15 days for us to receive and process the return. While we sympathize with Ms. [redacted], We strongly advise customers keep their account in good standing by making the minimum amount due each month, even while engaged in a dispute or in the process of a return until the issue has been resolved. Ms. [redacted]’s current balance on her account is $53.07 with a minimum payment of $7.99 due by July 13, 2016. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
A customer service representative spoke to the customer regarding their concern. The customer advised that this issue was resolved months ago and she was not sure why we were calling her.
Initial Business Response /* (1000, 8, 2015/05/15) */
CONFIDENTIAL COMMUNICATION
May 13, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [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] account indicates she purchased a Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on March 29, 2015 via the web.
As stated on the website, returns are limited for mobile devices. Once shipped, only defective devices can be exchanged for an identical device on phones. Defective exchanges must be within 30 days of purchase.
We received Ms. [redacted] return of Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on April 21, 2015. There was no record of the phone being damaged or defective as such, no credit was provided and the phone was sent back to Ms. [redacted] on April 27, 2015.
Per our policies we are unable to credit the price of the Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (3000, 10, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received the phone. If it was sent back April 27th, I would think it would've been delivered by now. When I called, I was told it would be 45 days before the phone would be sent back. I would also like to know where the return policy is posted on the site because the return policy I saw wasn't specific to mobile devices.
Final Business Response /* (4000, 12, 2015/05/28) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
The smartphone return policies can be located on Fingerhut website under the description of the smartphone, as stated returns are limited for mobile devices; once shipped, only defective devices can be exchanges for an identical device on phones. Defective exchanges must be within 30 days of purchase.
Ms. [redacted] account indicates her Mobile ZTE Boost Max 3G/4G LTE Smartphone returned on April 21, 2015 and was requested by a representative on April 27, 2015 to be mailed back to Ms. [redacted].
As Ms. [redacted] complaint states she still has not received her returned Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone. We have been notified by our returns department, and the Boost Mobile Smartphone will be sent out today, May 26, 2015 for her to receive within 45 days.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Final Consumer Response /* (2000, 14, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept only because I don't have a choice in the matter. I'm still being billed for this device.
We have left 2 voice mails, but we have not heard back from the customer. The customer will need to call us back if they would like to discuss further. Per our notes, the customer placed an order to disconnect high speed internt and is going back to [redacted] since [redacted] couldn't provide...
A billing representative spoke with the customer and advised that she had not been charged for any unreturned equipment. Our records do not show there is any equipment that needs to be returned.
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate. Our representative spoke with the customer's daughter who verified the account. The representative resolved the on-line issue with the customer's daughter.
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.
CONFIDENTIAL COMMUNICATION June 22,...
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/Fingerhut Advantage Credit Account. Mr. [redacted] states the secondary phone number on his Fingerhut account is inactive. He would like this number removed from his records. Our records indicate Mr. [redacted] contacted Fingerhut on June 16, 2016 to have the phone number ###-###-#### removed from our records. On that same date we removed the number from our records. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
After investigation, Verizon found that the disconnection of [redacted]'s service was not processed correctly. Verizon records show, as stated in the complaint [redacted] paid the final bill in full. Verizon has sent notification to the credit bureaus to have this account removed from his credit...
report. It can take up to 30 days for the credit bureaus to update their records. A Verizon representative spoke with [redacted] on 11/**/16 and provided him with the findings of the investigation. Email has been sent to [redacted] confirming the credit score reversal.
Dear Ms. [redacted], Please see full response attached. Sincerely, Vi [redacted]Executive Care TeamVF/ah
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Verizon has been claiming early termination fee for the service that has NOT been provided. There has been service calls which has not been resolved by Verizon, and since there is no service provided by them, we have a right to cancel, and don't need to pay any fee if they have not been providing the service written in the contract.
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 have determined that my complaint has NOT been resolved because:
I received one phone call from Verizon about a week ago. In their message, they provided me with a general customer service number which would have me speaking with someone who would know nothing about my complaint. Since then, I have called and emailed several times with no response including today in which I called and emailed a Joyce D[redacted] at [redacted]. She emailed me originally to say they have received my complaint and would be in touch with me. Not one person has called or returned an email in about a week. In response to your explanation of the advertisement, no where on the ad does it say you have to be a new customer and hence makes it false advertising.If you would return one of my many phone calls, I would love to discuss it with you. ###-###-####. Thank you,[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
We have left a voice mail stating we need to schedule a technician to go out to add the STB. We have called 5 times and have not received a call back. The customer must return our call and we can deal with his issue directly. Case closed.
April 7, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Gettington credit account ending in [redacted]. We have included a statement of account activity and a copy of the Terms and Conditions. Mr. [redacted] states that he had an account with Gettington, paid the account in full and the account is still showing as derogatory on his credit report. Mr. [redacted]’s desired resolution is to have the account removed from his credit report. Our records indicate, on December 17, 2014, an application was processed over the internet using Mr. [redacted]’s personally identifiable information. On that same day, an order was placed online for a Huffy Spider-Man Lights & Sounds Trike, Fila Misses’ Shimmer Jacket, CHI Air Texture 1-1/2" Ceramic Curling Iron, RoseArt Magic Fun Dough Volcano Playset, MD Sports Tabletop Air Hockey Game, Fisher Price Dora the Explorer Backpack, Sesame Street Color ’n Play Giant Playhouse, and a Skyrocket SkyViper QuadCopter. The merchandise was shipped via UPS to the same address as on the application. We have received multiple payments on this account from a checking account ending in 1812 and a MasterCard debit card ending in 1598 both shown in the name of Nick [redacted]. The last payment, totaling $49.02, was received on September 30, 2015. As no further payments were received, the unpaid balance of $561.97 charged off on May 5, 2016 and the account was sold to Resurgent Capital Services on June 1, 2016. According to an account review completed on April 7, 2017 Experian and Trans Union are accurately reporting the account as Transfer/Sold or Purchased by Another Lender with a balance of zero. Equifax is no longer reporting a trade line. 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 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 Mr. [redacted] has questions about what Resurgent Capital Services may be reporting, he may contact them directly at ###-###-####. ...⇄ Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
Good afternoon, I spoke with the claimant on 12/2 at around 2pm. We spoke at length of his complaint and I explained that we would not give him 100/100 speed for the price of 50/50. I advised that I spoke with the tech and he was simply stating that everyone is now getting 100/100, as in this is the...
speed the majority of our customers are ordering. He did not state that it would be for the same price, nor will the claimant state that the tech mentioned it was for the same price. This misunderstanding is what led to the complaint. Claimant did eventually agree to have his speed lowered to 50/50 in order to receive that pricing. He also requested information on if he would be refunded the cost of the Verizon router he purchased. I stated I was unsure but could have my contacts find out. The claimant called back about 20 mins after our conversation and advised me that he did not want any changes on his account and that he was not satisfied with the resolution. He would only be satisfied if I were to grant him the 100/100 speed for the price of 50/50, I stated that would not be done. He will continue to pursue the complaint until he is granted a resolution he is satisfied with. He also did not want me to find out about the refund for the router, stated he would find out himself. No changes have been made to the account per his request. Additionally, our position is final in regards to granting 100/100 speed for the price of 50/50.
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]
Verizon still does not want to honor the price they quoted. I understand that the price quote was based on a calculation error, but as a good business Verizon should own up to their mistake. I am sure there are various other customers who might encounter this issue and Verizon should be thankful that I informed them of this glitch. Instead, I have to complain several times to get any movement from their end. I did receive notice that a "Valued Customer" discount of 15$ was given, but not as mentioned in the response to the Revdex.com for the entire period, but only for 12 months. I still have 19 months left on the agreement and that means that I will have to pay more for the last 7 months. This is quoted from the activity notification message:"You've requested the following changes in your services. Below is an estimate of your Monthly Charges and first bill with these changes. New Valued Customer $15 for 12 Months"I also received a phone message with a request for a call back. I called back twice leaving messages, the second time with a request to let me know during which hours the office is staffed so that I can make arrangements to call during these times. I am still interested in discussing this matter in person, but my availability between 8AM and 6PM is limited (work during which I cannot take or make phone calls at will). I never received a response to that request.Verizon made a mistake and I still see not a single reason why I should pay more than quoted just because Verizon's computer system cannot do the math correctly or figure out which discount applies to what during which time under which conditions. This is not the way to make customers happy.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/22) */
CONFIDENTIAL COMMUNICATION
December 22, 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.
On November 28, 2015 on order was placed for a NuWave Precision Induction Cooktop w/Pan with a 1 Year Service Plan. This item was shipped via UPS Ground with tracking number [redacted] and was delivered on December 4, 2015.
When a customer states they have not received merchandise ordered, Fingerhut has policies and procedure in place in order to conduct an investigation. Our records indicate a legal affidavit has been sent to Ms. [redacted] on December 9, 2015.
As we understand the urgency of this situation, Ms. [redacted] may fax the completed affidavit to [redacted], Attn: Kristina. Once we have received this document we can further investigate this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
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: the business continues to reject any involvement even though only equipment connected to Verizon devices were damaged. Items connected to the same wall outlet but not Verizon suffered no damage.
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION December 27,...
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [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. In Mr. [redacted]’s inquiry he states he purchased a phone from Gettington in September and started having problems with the phone in November. When Mr. [redacted] contacted us he states he was advised the item could not be returned and he needed to work through the manufacturer to resolve the problems with the phone. Mr. [redacted] is requesting to have the phone replaced before he returns the defective phone since he cannot be without a phone due to a medical condition. Our records indicate Mr. [redacted] placed the order for the Boost Mobile Android Smartphone on September 13, 2016. Our return policy for mobile devices is listed on our website and is as follows: Returns are limited for Mobile Devices. Once shipped only defective or damaged devices can be exchanged for an identical device. Defective or damaged exchanges must be within 30 days of purchase. When Mr. [redacted] contacted us on December 2, 2016 via email advising us that he was experiencing issues with his phone, we advised him to contact LG at ###-###-#### as the phone has a 1 year limited manufacturers’ warranty. On December 6, 2016 Mr. [redacted] contacted us by phone and advised he needed a replacement phone before he returned the defective phone. The agent advised Mr. [redacted] we could not accept the return of the phone since it was outside our return timeframe for mobile devices. Mr. [redacted] requested to speak with a supervisor and on December 7, 2016 a supervisor attempted to contact Mr. [redacted] per his request as the phone number provided for the call back was invalid. The supervisor sent an email to Mr. [redacted] advising him to contact us. On December 12, 2016 and December 14, 2016 Mr. [redacted] contacted us again and was advised he could not return the phone due to being beyond our return policy timeframe. On December 16, 2016 a proof of purchase was sent to Mr. [redacted] per his request. Please understand, applying policies fairly and consistently to all customers is among our top priorities. We are unable to accept the return of the phone or to send an exchange due to our policy being applied the same for Mr. [redacted] as it would for any customer with similar circumstances. Since the item has a 1 year manufacturer’s warranty, Mr. [redacted] should contact LG for further assistance at ###-###-####. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
July 7, 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. Ms. [redacted] states that she ordered a product which was damaged and when she tried to contact Fingerhut regarding returning the product she never received a response email. Ms. [redacted]’s account indicates an order was placed on May 3, 2015 via the web for a Ragalta 4-Pc. Canister Set – Red and delivered to [redacted] Winchester, KY 40391 on May 6, 2016. Our records indicate we received an email from Ms. [redacted] on May 31, 2016 indicating she was unhappy with the product, there was rust on the lid and the paint was coming off. A representative responded to Ms. [redacted]’s email on June 1, 2016 apologizing for the issue and advising her to check the packing slip for a return label and to follow the instructions to return the product. The representative also advised her to contact us if she did not receive a return label and let us know if she would like the label sent via U.S. Mail or email. Records indicate we received a second email from Ms. [redacted] indicating she did not receive a reply to her first email and is now stuck paying for a product that is no good. A representative responded to Ms. [redacted] on June 14, 2016 apologized and inquired if she would like the return label sent via U.S. Mail or email. Our records indicate we received a reply from Ms. [redacted] on July 1, 2016 indicating she would like the label sent to her via U.S. Mail. A reply was sent to Ms. [redacted] on July 1, 2016 informing her a label would be mailed and to allow up to 10 business days to receive it. She was also advised to indicate if she would like a credit or an exchange and to allow 10-15 days for us to receive and process the return. While we sympathize with Ms. [redacted], We strongly advise customers keep their account in good standing by making the minimum amount due each month, even while engaged in a dispute or in the process of a return until the issue has been resolved. Ms. [redacted]’s current balance on her account is $53.07 with a minimum payment of $7.99 due by July 13, 2016. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
A customer service representative spoke to the customer regarding their concern. The customer advised that this issue was resolved months ago and she was not sure why we were calling her.
Initial Business Response /* (1000, 8, 2015/05/15) */
CONFIDENTIAL COMMUNICATION
May 13, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [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] account indicates she purchased a Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on March 29, 2015 via the web.
As stated on the website, returns are limited for mobile devices. Once shipped, only defective devices can be exchanged for an identical device on phones. Defective exchanges must be within 30 days of purchase.
We received Ms. [redacted] return of Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone on April 21, 2015. There was no record of the phone being damaged or defective as such, no credit was provided and the phone was sent back to Ms. [redacted] on April 27, 2015.
Per our policies we are unable to credit the price of the Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (3000, 10, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received the phone. If it was sent back April 27th, I would think it would've been delivered by now. When I called, I was told it would be 45 days before the phone would be sent back. I would also like to know where the return policy is posted on the site because the return policy I saw wasn't specific to mobile devices.
Final Business Response /* (4000, 12, 2015/05/28) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
The smartphone return policies can be located on Fingerhut website under the description of the smartphone, as stated returns are limited for mobile devices; once shipped, only defective devices can be exchanges for an identical device on phones. Defective exchanges must be within 30 days of purchase.
Ms. [redacted] account indicates her Mobile ZTE Boost Max 3G/4G LTE Smartphone returned on April 21, 2015 and was requested by a representative on April 27, 2015 to be mailed back to Ms. [redacted].
As Ms. [redacted] complaint states she still has not received her returned Boost Mobile ZTE Boost Max 3G/4G LTE Smartphone. We have been notified by our returns department, and the Boost Mobile Smartphone will be sent out today, May 26, 2015 for her to receive within 45 days.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Final Consumer Response /* (2000, 14, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept only because I don't have a choice in the matter. I'm still being billed for this device.
We have left 2 voice mails, but we have not heard back from the customer. The customer will need to call us back if they would like to discuss further. Per our notes, the customer placed an order to disconnect high speed internt and is going back to [redacted] since [redacted] couldn't provide...
service.
A billing representative spoke with the customer and advised that she had not been charged for any unreturned equipment. Our records do not show there is any equipment that needs to be returned.
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate. Our representative spoke with the customer's daughter who verified the account. The representative resolved the on-line issue with the customer's daughter.