CONFIDENTIAL COMMUNICATION August 11, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she recently returned an HP computer that was damaged, and we advised her that we issued an account credit for it but could not send an exchange, which is what she wanted. Then we further advised that if she wanted an exchange she would have to pay the full amount of $589.33. Ms. [redacted] states she wants an exchange but feels she should not have to be charged for it. Our records indicate that on June 3, 2016 Ms. [redacted] ordered an HP HD Windows 10 All-in-One Desktop Computer. On June 29, 2016, Ms. [redacted] notified us by phone that the computer was defective, and a shipping label was emailed to her to return it. We received it as a return on July 22, 2016 and issued an account credit on the same date for the merchandise price of $408.86. A credit for $59.99 was also issued for the 2-Year Extended Service Plan Ms. [redacted] had purchased for the computer. Records show Ms. [redacted] next contacted us via our web chat service on July 29, 2016, and the representative confirmed the computer was received and credited back to her account. Ms. [redacted] requested an exchange order be placed for the same item, and the representative explained she would be billed for the exchange as we had credited her for the original computer she returned. Ms. [redacted] disagreed that she should be billed for the exchange and decided not to have the exchange order placed. Ms. [redacted] called us later the same day, and again the phone representative advised her correctly that we were required to bill her for the exchange since she received credit for the return. Ms. [redacted] then authorized the representative to place the exchange order, which they did. The representative advised that they issued further credits covering the $40.98 original shipping cost and $23.95 return shipping fee for the damaged computer. We apologize for the delay issuing the shipping credits, as Fingerhut covers shipping costs in cases of defects and damages not caused by the customer. On July 29 2016, Ms. [redacted] had received credit for the full purchase price of the original order of $533.78. Records show that the exchange order computer was delivered to Ms. [redacted] on August 4, 2016. Her account has been billed for the exchange order’s total purchase price of $521.49 which includes the 2-Year Extended Service Plan. The current account balance of $649.10 is fully accurate as she has been credited in full for the returned computer and correctly billed for the exchange she received. Ms. [redacted] also had a balance on her account before she made the initial laptop purchase. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about the early termination fee charged after the disconnection of a Verizon FIOS bundle. [redacted] states he disconnected...
services within the 30 day money back guarantee window because he was unhappy with the internet speeds and his cable equipment. [redacted] feels he should not have to pay the early termination fee. However, Verizon noted the install was completed on 07/**/17 and the disconnection on 08/**/17. The duration actually reached a period of 30 days and the early termination fee was billed as such in the amount of $230. In addition, Verizon could not locate any repair notes related to trouble history for the internet or cable equipment. Upon review, Verizon attempted to reach [redacted] multiple times but we have been unsuccessful. Verizon has issued a good will adjustment for the early termination fee in the amount of $230. This adjustment will be displayed on the 09/**/17 billing statement resulting in a credit balance in the amount of $4.16. A refund check will be issued for the credit balance in the amount of $4.16 after a period of 30 days. Furthermore, I have sent a call me letter and left messages should [redacted] have any additional questions or concerns.
Thank you for referring [redacted] complaint concerning his Verizon bill being higher than he was quoted to our office for review.According to our records, a Verizon representative spoke to [redacted] on December *, 2015 and placed discounts on his account in the amount of $17.00 for 24 months...
to honor the price he was quoted. [redacted]'s estimated monthly is $133.34. The representative advised [redacted] these discounts would appear on his bill for the next 24 months.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Financial Service and Customer Service departments. According to our records, [redacted] expressed concern about changing the name on the account from his father’s name to his and ensuring payments in the amount of...
$28.82, $57.80 were applied to his account. Upon review, Verizon attempted to contact [redacted] multiple times but we were unable to reach him. Verizon cannot process a change of ownership without speaking to the customer and verifying his credentials. However, Verizon did review [redacted]’s account. Verizon noted the payment of $28.82 applied to the account on 04/**/17 and the payment of $57.80 applied to the account on 06/**/17. Furthermore, I have left my number with [redacted] should he have any additional questions or concerns.
I am rejecting this response because:
We saw no such thing about any of it. There was no 30 or 90 day anything.. I want this bill to be removed from our credit as we should not have to pay for defective merchandise. They can remove the train table from our credit score and it will be over.. That is best I am willing to do the patio set was paid for I am not paying for a table the whole side is loose and my son cant even play with
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates in her inquiry that she made a payment of $59.99 on July 5, 2016 and that she was charged a $27.00 late fee because the payment was declined. She indicates she made the payment with a new card, not the card ending in 6774. She is requesting that the late fee be removed from her account. Our records indicate Ms. [redacted] set up a scheduled payment on our website on July 4, 2016 to be taken from her debit card ending in 6774 on July 5, 2016. When we attempted to process Ms. [redacted]’s payment, per her request, on July 5, 2016 the payment was declined by Ms. [redacted]’s bank and a late fee of $27.00 was assessed to Ms. [redacted]’s account. When Ms. [redacted] opened her Fingerhut Credit Account she agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On July 21, 2016 Ms. [redacted] contacted our Customer Service Department and provided the new card information by phone and made a payment of $59.99 from her debit card ending in [redacted]. The late fee of $27.00 was also waived the same day as a courtesy. The credit will be reflected on Ms. [redacted]’s August 13, 2016 billing statement. The minimum payment of $69.99 is due by August 9, 2016. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department at ###-###-####, Monday- Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/10/12) */
With the information provided by Mrs. [redacted] we were able to verify that the return was completed and I have applied credit to her account in the amount of $91.49. I have also processed a refund check in the amount of $29.63 which is being...
mailed to her and she should receive within 7-10 days. I have left a voicemail message for Mrs. [redacted] with this information as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
Cable maintenance team is on site locating the trouble. Once they are able to locate the exact location they will be able to provide a restoral of services and the associated timeline. Left a message with c/c Failure [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:
[Your Answer Here]
After contacting JOHN T.1. John T refuses to give me exact timing of the PPV order. Just stating I order on May [redacted] and if I didnt order somebody else order in the house. Because I had to click "OK" 3 times to get the order. 2. When I stated that on May [redacted] I was alone in the house on May [redacted] and also have password protection for PPV that John T accuses me that " if I am alone in the house why would I need password protection for PPV order" I had to kindly remind him that he accuses me of lying. I told him I need password protection so if a guess stay in my house they wont order PPV without my consent. And frankly its none of verizon business if I stay alone in my house I can't have password protection for PPV order. 3. I ask him to talk to his supervisor but he stated he the supervisor of customer executive and his decision final. Which I hardly doubt it but as consumer I feel my complaint are not resolve in better manner4. I have attached pdf of my conversation with verizon rep in their support forum giving me conflicting answer!Finally on May [redacted] 2015 Michael wrote this [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]. - MichaelSince John T concluded that I order the payper view event on May [redacted] not May [redacted]. Than it might be a mistake so by above statement I am eligible for refund since it might be accidental order was placed!!Also many consumer like me have the same problem about their forum please do a search [redacted]where verizon is accidentally charging for the PPV MAYWEATHER VS PACQUIAO Fight. Please do a search.
I demand please assign me better customer rep from verizon to resolve my issue as a paying consumer I have right to get details for the order inform they are statingI order and not get a answer "Our reps are not trained properly" does this mean I pay whatever you tell me too even thought I never order the PPV event.Thanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
7/26/16 Revdex.com of Minnesota 220 S River Ridge Circle Burnsville, MN 55337 RE: [redacted] Case: [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted]...
[redacted] regarding his wife’s Sahalie VIP Plus account. In the interest of customer confidentiality, we will send a response directly to the customer. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
the customer , The Spiderman drone that I am calling about was purchased under my wife’s account [redacted] , but I am the one who placed the order with my wife present , she has already tried to file a complaint with finger but directly but has gotten no response ,So she asked me to take over the matter now we live in Georgia and since she is my wife there is no account confidentiality what is hers is mine and what is mine is hers .... you may call her directly if you wish her number is ###-###-#### how ever she is going to direct you to deal with me my number is(912) [redacted]
According to our records, a Verizon representative spoke to [redacted] on February *, 2016, and advised now that he has ported out his telephone number, we can place a disconnect order for his data and video service with Verizon. The representative waived the early termination fee and explained...
that [redacted] will receive a return kit with prepaid labels to return the equipment via [redacted].
Florida Executive Relations/[redacted]-Customer Financial Services/10:01a 6-*-2015/The customer is not returning my calls. Accounting has reversed the funds of $71.73 back into the customers bank accoutn as of 6/*/15. Laura
Please be advised, Verizon records reflect order #[redacted] was created 4/**/16 carrying an original due date of 4/**/16. Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this...
we do apologize. Records reflect the service order completed on 5/**/16 however the consumer did not have dial tone within the premise. A trouble ticket was created 5/*/16 and a technician was dispatched 5/**/16 however had no access to the building. A second technician was dispatched 6/*/16 and restored dial tone having repaired the inside wiring. Verizon has spoken with the consumer and confirmed that services are functioning. Verizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services .
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:
We will not consider this resolved until all refund amounts due have been physically received by us. Saying a refund check will be sent does not bring the complaint to a conclusion.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]'s bundle has been rerated to a monthly rate of $151.34. The bill dated 8/*/16 will be for a prorated charge of approximately $155.65. Then for the next 11 months the monthly bill will be $151.34. This rerate does not extend or put [redacted] in a contract.
On 8/**/15, Verizon spoke with the customer and explained the billing. She now understands that she owes the$90.66. The account has not been credit reported and as of 8/**/15 removed from collections for 30days.
The location where the customer is requesting FiOS services is out of fibers. Additional fiber cable will need to be placed at this location to provide such service. At this time, Verizon does not have a anticipated date or timeframe as to when fiber will be available.
CONFIDENTIAL COMMUNICATION August 11, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she recently returned an HP computer that was damaged, and we advised her that we issued an account credit for it but could not send an exchange, which is what she wanted. Then we further advised that if she wanted an exchange she would have to pay the full amount of $589.33. Ms. [redacted] states she wants an exchange but feels she should not have to be charged for it. Our records indicate that on June 3, 2016 Ms. [redacted] ordered an HP HD Windows 10 All-in-One Desktop Computer. On June 29, 2016, Ms. [redacted] notified us by phone that the computer was defective, and a shipping label was emailed to her to return it. We received it as a return on July 22, 2016 and issued an account credit on the same date for the merchandise price of $408.86. A credit for $59.99 was also issued for the 2-Year Extended Service Plan Ms. [redacted] had purchased for the computer. Records show Ms. [redacted] next contacted us via our web chat service on July 29, 2016, and the representative confirmed the computer was received and credited back to her account. Ms. [redacted] requested an exchange order be placed for the same item, and the representative explained she would be billed for the exchange as we had credited her for the original computer she returned. Ms. [redacted] disagreed that she should be billed for the exchange and decided not to have the exchange order placed. Ms. [redacted] called us later the same day, and again the phone representative advised her correctly that we were required to bill her for the exchange since she received credit for the return. Ms. [redacted] then authorized the representative to place the exchange order, which they did. The representative advised that they issued further credits covering the $40.98 original shipping cost and $23.95 return shipping fee for the damaged computer. We apologize for the delay issuing the shipping credits, as Fingerhut covers shipping costs in cases of defects and damages not caused by the customer. On July 29 2016, Ms. [redacted] had received credit for the full purchase price of the original order of $533.78. Records show that the exchange order computer was delivered to Ms. [redacted] on August 4, 2016. Her account has been billed for the exchange order’s total purchase price of $521.49 which includes the 2-Year Extended Service Plan. The current account balance of $649.10 is fully accurate as she has been credited in full for the returned computer and correctly billed for the exchange she received. Ms. [redacted] also had a balance on her account before she made the initial laptop purchase. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about the early termination fee charged after the disconnection of a Verizon FIOS bundle. [redacted] states he disconnected...
services within the 30 day money back guarantee window because he was unhappy with the internet speeds and his cable equipment. [redacted] feels he should not have to pay the early termination fee. However, Verizon noted the install was completed on 07/**/17 and the disconnection on 08/**/17. The duration actually reached a period of 30 days and the early termination fee was billed as such in the amount of $230. In addition, Verizon could not locate any repair notes related to trouble history for the internet or cable equipment. Upon review, Verizon attempted to reach [redacted] multiple times but we have been unsuccessful. Verizon has issued a good will adjustment for the early termination fee in the amount of $230. This adjustment will be displayed on the 09/**/17 billing statement resulting in a credit balance in the amount of $4.16. A refund check will be issued for the credit balance in the amount of $4.16 after a period of 30 days. Furthermore, I have sent a call me letter and left messages should [redacted] have any additional questions or concerns.
Thank you for referring [redacted] complaint concerning his Verizon bill being higher than he was quoted to our office for review.According to our records, a Verizon representative spoke to [redacted] on December *, 2015 and placed discounts on his account in the amount of $17.00 for 24 months...
to honor the price he was quoted. [redacted]'s estimated monthly is $133.34. The representative advised [redacted] these discounts would appear on his bill for the next 24 months.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Financial Service and Customer Service departments. According to our records, [redacted] expressed concern about changing the name on the account from his father’s name to his and ensuring payments in the amount of...
$28.82, $57.80 were applied to his account. Upon review, Verizon attempted to contact [redacted] multiple times but we were unable to reach him. Verizon cannot process a change of ownership without speaking to the customer and verifying his credentials. However, Verizon did review [redacted]’s account. Verizon noted the payment of $28.82 applied to the account on 04/**/17 and the payment of $57.80 applied to the account on 06/**/17. Furthermore, I have left my number with [redacted] should he have any additional questions or concerns.
I am rejecting this response because:
We saw no such thing about any of it. There was no 30 or 90 day anything.. I want this bill to be removed from our credit as we should not have to pay for defective merchandise. They can remove the train table from our credit score and it will be over.. That is best I am willing to do the patio set was paid for I am not paying for a table the whole side is loose and my son cant even play with
CONFIDENTIAL COMMUNICATION July 28, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates in her inquiry that she made a payment of $59.99 on July 5, 2016 and that she was charged a $27.00 late fee because the payment was declined. She indicates she made the payment with a new card, not the card ending in 6774. She is requesting that the late fee be removed from her account. Our records indicate Ms. [redacted] set up a scheduled payment on our website on July 4, 2016 to be taken from her debit card ending in 6774 on July 5, 2016. When we attempted to process Ms. [redacted]’s payment, per her request, on July 5, 2016 the payment was declined by Ms. [redacted]’s bank and a late fee of $27.00 was assessed to Ms. [redacted]’s account. When Ms. [redacted] opened her Fingerhut Credit Account she agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On July 21, 2016 Ms. [redacted] contacted our Customer Service Department and provided the new card information by phone and made a payment of $59.99 from her debit card ending in [redacted]. The late fee of $27.00 was also waived the same day as a courtesy. The credit will be reflected on Ms. [redacted]’s August 13, 2016 billing statement. The minimum payment of $69.99 is due by August 9, 2016. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department at ###-###-####, Monday- Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/10/12) */
With the information provided by Mrs. [redacted] we were able to verify that the return was completed and I have applied credit to her account in the amount of $91.49. I have also processed a refund check in the amount of $29.63 which is being...
mailed to her and she should receive within 7-10 days. I have left a voicemail message for Mrs. [redacted] with this information as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
Cable maintenance team is on site locating the trouble. Once they are able to locate the exact location they will be able to provide a restoral of services and the associated timeline. Left a message with c/c Failure [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:
[Your Answer Here]
After contacting JOHN T.1. John T refuses to give me exact timing of the PPV order. Just stating I order on May [redacted] and if I didnt order somebody else order in the house. Because I had to click "OK" 3 times to get the order. 2. When I stated that on May [redacted] I was alone in the house on May [redacted] and also have password protection for PPV that John T accuses me that " if I am alone in the house why would I need password protection for PPV order" I had to kindly remind him that he accuses me of lying. I told him I need password protection so if a guess stay in my house they wont order PPV without my consent. And frankly its none of verizon business if I stay alone in my house I can't have password protection for PPV order. 3. I ask him to talk to his supervisor but he stated he the supervisor of customer executive and his decision final. Which I hardly doubt it but as consumer I feel my complaint are not resolve in better manner4. I have attached pdf of my conversation with verizon rep in their support forum giving me conflicting answer!Finally on May [redacted] 2015 Michael wrote this [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]. - MichaelSince John T concluded that I order the payper view event on May [redacted] not May [redacted]. Than it might be a mistake so by above statement I am eligible for refund since it might be accidental order was placed!!Also many consumer like me have the same problem about their forum please do a search [redacted]where verizon is accidentally charging for the PPV MAYWEATHER VS PACQUIAO Fight. Please do a search.
I demand please assign me better customer rep from verizon to resolve my issue as a paying consumer I have right to get details for the order inform they are statingI order and not get a answer "Our reps are not trained properly" does this mean I pay whatever you tell me too even thought I never order the PPV event.Thanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Comenity Bank Owns and operates our Blair credit card accounts. Attached is their response.
7/26/16 Revdex.com of Minnesota 220 S River Ridge Circle Burnsville, MN 55337 RE: [redacted] Case: [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted]...
[redacted] regarding his wife’s Sahalie VIP Plus account. In the interest of customer confidentiality, we will send a response directly to the customer. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
I am rejecting this response because: I am...
the customer , The Spiderman drone that I am calling about was purchased under my wife’s account [redacted] , but I am the one who placed the order with my wife present , she has already tried to file a complaint with finger but directly but has gotten no response ,So she asked me to take over the matter now we live in Georgia and since she is my wife there is no account confidentiality what is hers is mine and what is mine is hers .... you may call her directly if you wish her number is ###-###-#### how ever she is going to direct you to deal with me my number is(912) [redacted]
Please provide Verizon with a valid reach number for [redacted]
According to our records, a Verizon representative spoke to [redacted] on February *, 2016, and advised now that he has ported out his telephone number, we can place a disconnect order for his data and video service with Verizon. The representative waived the early termination fee and explained...
that [redacted] will receive a return kit with prepaid labels to return the equipment via [redacted].
Florida Executive Relations/[redacted]-Customer Financial Services/10:01a 6-*-2015/The customer is not returning my calls. Accounting has reversed the funds of $71.73 back into the customers bank accoutn as of 6/*/15. Laura
Please be advised, Verizon records reflect order #[redacted] was created 4/**/16 carrying an original due date of 4/**/16. Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this...
we do apologize. Records reflect the service order completed on 5/**/16 however the consumer did not have dial tone within the premise. A trouble ticket was created 5/*/16 and a technician was dispatched 5/**/16 however had no access to the building. A second technician was dispatched 6/*/16 and restored dial tone having repaired the inside wiring. Verizon has spoken with the consumer and confirmed that services are functioning. Verizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services .
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:
We will not consider this resolved until all refund amounts due have been physically received by us. Saying a refund check will be sent does not bring the complaint to a conclusion.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]'s bundle has been rerated to a monthly rate of $151.34. The bill dated 8/*/16 will be for a prorated charge of approximately $155.65. Then for the next 11 months the monthly bill will be $151.34. This rerate does not extend or put [redacted] in a contract.
On 8/**/15, Verizon spoke with the customer and explained the billing. She now understands that she owes the$90.66. The account has not been credit reported and as of 8/**/15 removed from collections for 30days.
The location where the customer is requesting FiOS services is out of fibers. Additional fiber cable will need to be placed at this location to provide such service. At this time, Verizon does not have a anticipated date or timeframe as to when fiber will be available.