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:
As they wish then I'll see them in court having tried all other available methods for recourse.
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 Verizon has only tried to contact me once since our cable was installed on June [redacted]. They contacted me and left a voice message for me on Monday, July *. I tried to return the call at 6pm Central time and had to leave a message for Kevin. I then tried to contact Kevin again on the [redacted] and [redacted] of July and even tried to speak with one of his associates about his initial call but was referred back to his voice mail. I left a second message for Kevin at ###-###-#### ext [redacted] on Thursday, July *. I was finally able to contact Kevin on Friday, July ** by calling him. He advised me that previous promises to compensate us for our troubles and frustrating circumstances, which were promised by more than one person at Verizon which was to waive our first months bill was unacceptable. This issue for us is still not resolved because even though we have received the services we ordered from them, they still fail to follow through with promises that they make, whether it be regarding the bill or having a representative contact us as promised. I am extremely dissatisfied with the level of customer service this company provides to their customers. They monopolize the area we live by being the ONLY cable and internet provider leaving us no choice but to continue to do business with them. It is unfair to the consumer that we do NOT have the option of choosing the provider we want for what services we want. I am escalating this complaint to the Attorney Generals office for the State of Texas for the way Verizon does business and treats their customers and also for not having a choice in the provider for the services we want.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I am rejecting this response because:I should at least have a working computer for longer than there return period and they advertise the computer very favorably and the truth is the computer is not a quality product. shouldn't fingerhut stand behind the products it sells
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service. Verizon’s technical support team worked on the technical issues that caused the delay in the ability to upgrade the consumer’s internet service to the Giga Bit Internet Service. On 8/**/17 Verizon placed an order to upgrade the consumer’s internet service which completed on 8/**/17. The consumer is now upgraded to the FiOS Giga Bit Internet Service.
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]
Please be advise Verizon credited 1ST bILL dated 03-**-16 for $40.29, will disc line and credited back to connection date of 3-**-16. Will follow up 04-** bill to make sure acct balance is zero.
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.
CONFIDENTIAL COMMUNICATION July 1, 2016 ...⇄#[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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] has requested that we drop all of the late charges applied to her account at the time she was unable to pay them, due to a family emergency. She states she can begin to make payments in July, if they are set to her previous monthly minimum amount. Due to the stage of delinquency of Ms. [redacted]’s account, she has not received a late fee since March 9, 2016. While we are unable to remove any late fees that have been applied to her account, our payment plans are designed to help pay the remaining balance on the account going forward. We do not show that Ms. [redacted] has called us to make these payment arrangements as of yet, and we encourage her to do so as this may prevent her account from charging off and potentially being sold to a third party collections agency. Again, the phone number for our Payment Department is ###-###-####. Ms. [redacted] should request a payment plan to decrease her monthly payments during this stressful time. Sincerely, Vi [redacted]Executive Care Team VF/jm
Verizon spoke with customer on 11/**/16. The customer was advised a new bill is showing as available and it shows HBO/Starz was removed and the account was issued a$24.17 credit back for the charge. However for the full month the customer should have been credited $26.25, the company credited the...
$2.08 difference. The customer had no additional questions of concerns.
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
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]
Please be advised, Verizon has reviewed the consumers account, records show the consumer was enrolled in Verizon’s autopay option. A stop payment was placed by the consumer on 2 payments (2/** & 3/*/17). The consumer was billed $30 for each returned payment. The returned payment fee is valid....
Upon receipt of the complaint filed, Verizon made multiple attempts to speak with the consumer regarding this matter. To date we have been unsuccessful in our attempts. A please call letter will be sent to the consumer in hopes of discussing this matter.
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) */
CONFIDENTIAL COMMUNICATIONMarch 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the further inquiry we received from your office on behalf of [redacted]. While we sympathize with Mr. [redacted], we maintain that the information recounted in our previous response was accurate. We understand Mr. [redacted]’s certainty in stating that he was not given NEW’s contact information until very recently. However, we have a copy of the email he sent on January 3, 2015, as well as the response we sent him in reply. Below is that email exchange in its entirety in descending order from January 3, 2015 to Mr. [redacted]’s same email address as the one on his inquiry:“Outgoing E-mail to Subject: Re: [redacted]: Product Questions - I didn't receive my extended service plan From: [email protected] To: [redacted] Cc: Bcc: Sent on: January 3, 2015 10:03:58 PM EST Dear [redacted]: We are sorry you are having issues with the Trio Stealth G2 Hype 7" 4GB Android Tablet. Please call NEW (National Extended Warranty) at [redacted] to obtain service. Your warranty contract number is [redacted]. We recently received a request to return RD647/Trio Stealth G2 Hype 7" 4GB Android Tablet. While customer satisfaction is very important to all of us at Fingerhut, we do require that returns be made in accordance with our Return Policy, which states: “We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Returns postage is the responsibility of the customers. Music, movies, video games and software must be returned unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold in sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are a damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions may apply..” Due to the length of time passed since the item was ordered, we are unable to authorize the return. We apologize for any inconvenience this may cause. Sincerely, Jamail Fingerhut On 1/3/15 9:47 PM, [redacted] wrote: > Name: [redacted] > Email: [redacted] > Order Number: ORD0063511772 > Cr: [redacted] > FreshStart Flag: > Language Indicator: > Message: have been trying to get information on the extended plan we bought with this since we got it now we just want to return the whole thing and the product we have gotten nothing but the run around can we please be sent some return labels So we can return this as well as a confirmation that we will have a full refund of the product and the cost of the plan we bought? Otherwise I will be going to the Revdex.com. This tablet arrived to us cracked and has just gotten worse and worse Again, Mr. [redacted] should continue to work directly with NEW regarding any warranty claim issues, and with Jefferson Capital regarding the unpaid balance. Having provided all information available to us, we consider this matter closed. Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
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 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...
Subsequent to the complaint, a Verizon representative made contact with the customer who resolved the customer’s billing concerns. The customer agreed to a new contract for $84.99 50/50 internet Extreme HD (HBO/Showtime) FIOS Digital Voice bundle. The representative removed Sports and Showtime/Starz Package and added a $4.00/12 month local exchange credit offer. The customer inquired about the previous offer of $10.00/12 months; of which, the customer was informed due to the offered discount for contracted services, the account does not qualify for the $10.00/12 month discount. The effective date of change is September **, 2017. The customer was informed the bill date is the [redacted] of each month, with an estimated bill amount is $210.41. The customer was informed she will receive a prorated credit on the October *, 2017 bill statement; due to changes being made after the September *, 2017 bill date. The customer is satisfied.
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
July 13, 2016 Re: [redacted]ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding her enrollment in the Haband VIP Plus program. On July 13, 2016, we called Mrs. [redacted] to explain that...
after she made her February 24, 2015 purchase on Haband’s website, she was presented with an opportunity to save $15 off her next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mrs. [redacted] ever obligated to accept this membership offer and her Haband purchase was not contingent upon her accepting the offer. To enroll in this program, Mrs. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page she entered her email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mrs. [redacted] skipped any one of these steps, no membership would have been established. Once enrolled, the customer has the option to cancel their membership at any time with no further obligation. The Haband VIP Plus membership was cancelled on June 20, 2016 and Mrs. [redacted] was fully refunded $241.51. This refund consists of the trial fee of $1.99 and sixteen months of the $14.97 monthly fee. The credit was issued on June 21, 216 to Visa Credit Card in which the payment was originally applied. Thank you for allowing us to assist and explain. Sincerely, Lea [redacted]Haband Customer Service Bluestem Brands, Inc.
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:
As they wish then I'll see them in court having tried all other available methods for recourse.
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 Verizon has only tried to contact me once since our cable was installed on June [redacted]. They contacted me and left a voice message for me on Monday, July *. I tried to return the call at 6pm Central time and had to leave a message for Kevin. I then tried to contact Kevin again on the [redacted] and [redacted] of July and even tried to speak with one of his associates about his initial call but was referred back to his voice mail. I left a second message for Kevin at ###-###-#### ext [redacted] on Thursday, July *. I was finally able to contact Kevin on Friday, July ** by calling him. He advised me that previous promises to compensate us for our troubles and frustrating circumstances, which were promised by more than one person at Verizon which was to waive our first months bill was unacceptable. This issue for us is still not resolved because even though we have received the services we ordered from them, they still fail to follow through with promises that they make, whether it be regarding the bill or having a representative contact us as promised. I am extremely dissatisfied with the level of customer service this company provides to their customers. They monopolize the area we live by being the ONLY cable and internet provider leaving us no choice but to continue to do business with them. It is unfair to the consumer that we do NOT have the option of choosing the provider we want for what services we want. I am escalating this complaint to the Attorney Generals office for the State of Texas for the way Verizon does business and treats their customers and also for not having a choice in the provider for the services we want.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I am rejecting this response because:I should at least have a working computer for longer than there return period and they advertise the computer very favorably and the truth is the computer is not a quality product. shouldn't fingerhut stand behind the products it sells
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service. Verizon’s technical support team worked on the technical issues that caused the delay in the ability to upgrade the consumer’s internet service to the Giga Bit Internet Service. On 8/**/17 Verizon placed an order to upgrade the consumer’s internet service which completed on 8/**/17. The consumer is now upgraded to the FiOS Giga Bit Internet Service.
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]
Please be advise Verizon credited 1ST bILL dated 03-**-16 for $40.29, will disc line and credited back to connection date of 3-**-16. Will follow up 04-** bill to make sure acct balance is zero.
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.
CONFIDENTIAL COMMUNICATION July 1, 2016 ...⇄ #[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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] has requested that we drop all of the late charges applied to her account at the time she was unable to pay them, due to a family emergency. She states she can begin to make payments in July, if they are set to her previous monthly minimum amount. Due to the stage of delinquency of Ms. [redacted]’s account, she has not received a late fee since March 9, 2016. While we are unable to remove any late fees that have been applied to her account, our payment plans are designed to help pay the remaining balance on the account going forward. We do not show that Ms. [redacted] has called us to make these payment arrangements as of yet, and we encourage her to do so as this may prevent her account from charging off and potentially being sold to a third party collections agency. Again, the phone number for our Payment Department is ###-###-####. Ms. [redacted] should request a payment plan to decrease her monthly payments during this stressful time. Sincerely, Vi [redacted]Executive Care Team VF/jm
Verizon spoke with customer on 11/**/16. The customer was advised a new bill is showing as available and it shows HBO/Starz was removed and the account was issued a$24.17 credit back for the charge. However for the full month the customer should have been credited $26.25, the company credited the...
$2.08 difference. The customer had no additional questions of concerns.
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
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]
Please be advised, Verizon has reviewed the consumers account, records show the consumer was enrolled in Verizon’s autopay option. A stop payment was placed by the consumer on 2 payments (2/** & 3/*/17). The consumer was billed $30 for each returned payment. The returned payment fee is valid....
Upon receipt of the complaint filed, Verizon made multiple attempts to speak with the consumer regarding this matter. To date we have been unsuccessful in our attempts. A please call letter will be sent to the consumer in hopes of discussing this matter.
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) */
CONFIDENTIAL COMMUNICATIONMarch 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the further inquiry we received from your office on behalf of [redacted]. While we sympathize with Mr. [redacted], we maintain that the information recounted in our previous response was accurate. We understand Mr. [redacted]’s certainty in stating that he was not given NEW’s contact information until very recently. However, we have a copy of the email he sent on January 3, 2015, as well as the response we sent him in reply. Below is that email exchange in its entirety in descending order from January 3, 2015 to Mr. [redacted]’s same email address as the one on his inquiry:“Outgoing E-mail to Subject: Re: [redacted]: Product Questions - I didn't receive my extended service plan From: [email protected] To: [redacted] Cc: Bcc: Sent on: January 3, 2015 10:03:58 PM EST Dear [redacted]: We are sorry you are having issues with the Trio Stealth G2 Hype 7" 4GB Android Tablet. Please call NEW (National Extended Warranty) at [redacted] to obtain service. Your warranty contract number is [redacted]. We recently received a request to return RD647/Trio Stealth G2 Hype 7" 4GB Android Tablet. While customer satisfaction is very important to all of us at Fingerhut, we do require that returns be made in accordance with our Return Policy, which states: “We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Returns postage is the responsibility of the customers. Music, movies, video games and software must be returned unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold in sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are a damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions may apply..” Due to the length of time passed since the item was ordered, we are unable to authorize the return. We apologize for any inconvenience this may cause. Sincerely, Jamail Fingerhut On 1/3/15 9:47 PM, [redacted] wrote: > Name: [redacted] > Email: [redacted] > Order Number: ORD0063511772 > C
r: [redacted] > FreshStart Flag: > Language Indicator: > Message: have been trying to get information on the extended plan we bought with this since we got it now we just want to return the whole thing and the product we have gotten nothing but the run around can we please be sent some return labels So we can return this as well as a confirmation that we will have a full refund of the product and the cost of the plan we bought? Otherwise I will be going to the Revdex.com. This tablet arrived to us cracked and has just gotten worse and worse Again, Mr. [redacted] should continue to work directly with NEW regarding any warranty claim issues, and with Jefferson Capital regarding the unpaid balance. Having provided all information available to us, we consider this matter closed. Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
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 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.
after careful review it seems that a credit to the final bill is not warranted the repair records do not justify the bill being credited
Subsequent to the complaint, a Verizon representative made contact with the customer who resolved the customer’s billing concerns. The customer agreed to a new contract for $84.99 50/50 internet Extreme HD (HBO/Showtime) FIOS Digital Voice bundle. The representative removed Sports and Showtime/Starz Package and added a $4.00/12 month local exchange credit offer. The customer inquired about the previous offer of $10.00/12 months; of which, the customer was informed due to the offered discount for contracted services, the account does not qualify for the $10.00/12 month discount. The effective date of change is September **, 2017. The customer was informed the bill date is the [redacted] of each month, with an estimated bill amount is $210.41. The customer was informed she will receive a prorated credit on the October *, 2017 bill statement; due to changes being made after the September *, 2017 bill date. The customer is satisfied.
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
July 13, 2016 Re: [redacted]ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding her enrollment in the Haband VIP Plus program. On July 13, 2016, we called Mrs. [redacted] to explain that...
after she made her February 24, 2015 purchase on Haband’s website, she was presented with an opportunity to save $15 off her next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mrs. [redacted] ever obligated to accept this membership offer and her Haband purchase was not contingent upon her accepting the offer. To enroll in this program, Mrs. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page she entered her email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mrs. [redacted] skipped any one of these steps, no membership would have been established. Once enrolled, the customer has the option to cancel their membership at any time with no further obligation. The Haband VIP Plus membership was cancelled on June 20, 2016 and Mrs. [redacted] was fully refunded $241.51. This refund consists of the trial fee of $1.99 and sixteen months of the $14.97 monthly fee. The credit was issued on June 21, 216 to Visa Credit Card in which the payment was originally applied. Thank you for allowing us to assist and explain. Sincerely, Lea [redacted]Haband Customer Service Bluestem Brands, Inc.