Initial Business Response /* (1000, 5, 2016/02/11) */
CONFIDENTIAL COMMUNICATION
February 10, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she purchased a Badger Basket Company Majesty Bassinet - White on April 19, 2015 via the web.
Ms. [redacted] contacted us on May 3, 2015 and informed the representative she spoke with that she was returning the bassinet because it had a sharp edge. We received the return on May 11, 2015, however a reason was not indicated on the return form and, as a result, credit was issued for the price of the bassinet minus a return shipping fee and the original shipping and handling charges.
Our return policy is located in our catalogs and on our website and is as follows:
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. Return postage is the responsibility of the customers. Music, movies, video games and software must be return 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 as 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 damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on December 4, 2015 with a balance of $139.26 and then sold to Jefferson Capital on December 30, 2015.
Due to extenuating circumstances related to this purchase, we will be purchasing the account back from Jefferson Capital and closing it. Additionally, we will request that this be removed from Ms. [redacted]'s credit bureau report and advise that this may take up to 60 days to process. A letter will be sent to her address once this has been completed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 6, 2016/02/11) */
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:
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:Verizon reached out to me today to rectify that situation.
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]...
Company records show that the customer had been using the incorrect user id. On 2/**/16 the company spoke with the customer provided the correct user id and assisted the customer with signing in to the site. The customer was able to review the reward points.
Left 2 voicemails for the customer, but we have not received a call back. The customer's 1st bill did not bill for TV. Those charges were on the 2nd bill and the email confirmation clearly shows DVR. The customer called in about the DVR not working and the rep advised to upgrade to MDVR,...
then customer went back to regular DVR service. Case closed.Tell us why here...
Please be advised, on August *, 2017, a local manager went to the premises to investigate the issue. It was determined at that time that the damage was caused by lightning and Verizon was not at fault. We cannot take responsibility for lightening damaging the customers equipment. This was communicated to the customer at that time.
I am rejecting this response because:Because not telling me that they stopping the collection with Jefferson and see why I just paid the settlement amount that was giving to me. So are they closing it on my credit report as zero balance/paid full settlement?
Upon further review of the transaction between the Agent and the customer, the customer's account was adjusted for the Early Termination Fee and there is a balance for service provided from the date of installation to the date of disconnection. An email was sent to the customer advising of the...
balance and if it is paid within a 30 day period of adjustment posting to the account, the account would be eligible to be removed from their credit report; otherwise the past due charges would remain as an unpaid collection. The customer was provided with their account number and address to mail the payment.
...⇄ # [redacted] Revdex.com of Minnesota 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. In Ms. [redacted]’ inquiry she states she is still being charged for an item she returned in June 2015. Ms. [redacted] also indicates she contacted Fingerhut every month on the status of her return and received no assistance from Customer Service. She states she was advised that she should not pay the balance on the account until the return was received. She indicates that she continued to receive collection calls and that her Fingerhut account was closed. When Ms. [redacted] spoke to a supervisor, she states they credited her account but did not update her credit report. She also indicates when she re-applied she was advised we could not process her credit application with an incorrect address. Ms. [redacted] is requesting that the delinquency be removed from her credit file and that her account be restored. Our records indicate an order was placed on our website on April 21, 2015 for a Rockland 2-pc. Carry-On Luggage Set in Blue and a Rockland 2-pc. Luggage Set in Pink which totaled $157.96. The luggage sets shipped directly from our vendor on April 22, 2015 and were delivered a few days later to the address of 207 Groves Blvd North Augusta, SC 29841-3943. On April 23, 2015 an order was placed on our website for a PetZoom Pet Park Regular 25x 20 which totaled $41.98. This item shipped on April 26, 2015 and was delivered shortly after, to the same address. On June 18, 2015 Ms. [redacted] contacted our Customer Service Department and advised us she would be returning the luggage sets due to the pink luggage set being defective and the blue luggage set as it was not as described. The agent sent out paid return labels for Ms. [redacted] to return the luggage with. We have no record of Ms. [redacted]’ contacting Customer Service again until June 2, 2016. When Ms. [redacted] spoke to the agent via chat regarding the luggage sets she returned, we checked with our vendor to verify if they had received the return since we have no record of receiving either of the luggage sets at our warehouse. On June 6, 2016 our vendor indicated that they did not receive the return of the luggage sets. On June 3, 2016 and June 13, 2016 an affidavit of “non-receipt of returned merchandise” was sent to Ms. [redacted]. We received the affidavit on June 14, 2016 via email from Ms. [redacted] and as part of our investigation, we requested a copy of the return receipt from Ms. [redacted]. On June 15, 2016, we received an email from Ms. [redacted] in which she advised us she did not have a return receipt. Due to the length of time that had passed from the date the luggage sets were returned to us to the date Ms. [redacted] contacted us to advise she had not received credit for the return and since she did not have a return receipt, credit was denied. On June 24, 2016 Ms. [redacted] spoke to a supervisor regarding the returns that had not been credited. The supervisor issued credit as a courtesy to Ms. [redacted] account in the amount of $212.43 which was the remaining balance on her account at that time. On June 30, 2016 we received a fax from Ms. [redacted] which included a copy of an email she had received from us advising her that the return is on its way to our warehouse for processing and that we would send a follow up email to her once the return was received. The email also included the return tracking number along with the name of the carrier. Please understand, we have no record of receiving Ms. [redacted] return and the tracking number provided in the email does not indicate the return was ever delivered to our warehouse. However, since full credit was already issued for the merchandise Ms. [redacted] returned of $157.96, as well as $54.47 in late fees and interest charges, and since the payments Ms. [redacted] made on her account did adequately cover the additional items she purchased and received, we have credited the remaining late fees of $105.45 and interest charges of $56.95. The credits we have issued will appear on a future statement. We have updated the information on Ms. [redacted] Fingerhut Advantage Credit Account to the credit bureaus and advise it may take up to sixty days for the update to process. For future reference, if Ms. [redacted] needs to return something to us, most returns are received and processed in our warehouse within 7-10 business days from the date they are returned. We strongly urge Ms. [redacted] to contact our Customer Service Department if she does not receive notification that the return has been received and processed within that time frame. We do not have any record of Ms. [redacted] being advised to not make any payments on her account until the return was received. If Ms. [redacted] has more information regarding a specific date or time frame and/or the agents name she spoke to we will be able to investigate further into this matter. Due to the delinquency of Ms. [redacted] account her credit limit was reduced to zero and reflected as such on her March 13, 2016 billing statement. On June 27, 2016 Ms. [redacted] contacted us by phone and the agent correctly advised Ms. [redacted] that she would need to reapply for an account and to allow up to 14 days for her account to be set at an “apply now” status. In order to re-apply for an account, Ms. [redacted]’ Fingerhut Credit Account was closed the same day. On July 15, 2016 our records indicate that Ms. [redacted] completed the credit application on our website. When our Credit Department attempted to verify Ms. [redacted]’ information as part of the application process we found that the address provided by Ms. [redacted] did not match the information on the application. Since the application was completed with the incorrect address the credit application was declined and the agent requested for Ms. [redacted] to send in a copy of a utility bill with the correct address. Please understand it is the responsibility of our customers to ensure we have the correct contact information to reach them. On July 18, 2016 we received the copy of the utility bill and a letter was sent to Ms. [redacted] offering her a WebBank/Fingerhut FreshStart Credit Account. Per the terms of the FreshStart credit program, a customer’s order does not ship and is not billed until a $30 down payment has been successfully applied towards it. Ms. [redacted] made her down payment of $30.00 on August 3, 2016. Ms. [redacted] order for the NuWave Brio Digital Air Fryer and the Bear River Remote Controlled Chinook Helicopter was manually processed on August 5, 2016 and was shipped on August 8, 2016. Per the tracking information on the UPS website, the items were delivered on August 11, 2016. As Ms. [redacted] has established a Fingerhut FreshStart account she is required to meet the guidelines of the FreshStart Program prior to graduating to a Fingerhut Advantage Credit Account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
1/**/18 Verizon Appeals Representative spoke with customer and resolved his concerns by issuing credit for the $160.00 Installation fee as a representative did a disconnect of his account [redacted] to set up a new account [redacted] to try and meet customer's request of new customer acquisition offer/savings.
Verizon will waive activation fee of 80.00, customer will get a final bill with in 30 days. As for the credit inquiry Verizon only do soft inquiries. Customer should call credit agency and dispute.
I am rejecting this response because:
They stuck me with a pc knowing good and well that I called and they did not log the call correctly that is what I was told by 2 other customer service reps/
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]
Why it is that if Verizon doesn’t have the voice recordings from July(date of contract renewal) but in November the representative handling my complaint said while talking to me on the phone that he was reviewing the voice recordings and what was in their system? I feel Verizon is misleading the consumer and not honoring their word, which makes them unprofessional and untrustworthy. I feel that Verizon has no right to make me look like a dishonest person when in fact their dishonest. What I would like at this point is to be able to cancel my service without any penalty since I’ve proven to being a loyal, honest consumer for many years but they haven’t honored their word. I would like to add this isn’t the first time I’ve had issues with Verizon, but now I feel I don’t need to put up with their unprofessionalism.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I spoke to [redacted] on September **, 2016. I advised [redacted] that currently FiOS services are not available at his location. The request was sent to Verizon’s Engineering Department to review for consideration. The Engineering Department needs to perform a site survey to...
determination if FiOS services can be installed in [redacted]’s apartment building. A request has been made for the name and number of a contact person at the apartment building to schedule a meeting to survey the property. We have not received that information as of yet. Once a contact person is provided and a survey is conducted, Verizon will be able to determine if it can bring FiOS services to the building.
Verizon's Customer Service Escalation team representative reviewed [redacted]' account. Verizon's Customer Service Escalation team representative spoke with [redacted] on 12/**/16 and added the missing discount that will result in the original bundle rate for 24 months.We trust this information...
After further review, Verizon's original response remains unchanged. The order confirmation email reflects all charges related to the order and installation of service. The customer had 14 days to dispute or cancel.
The latest rejection simply states to see the original issue. There was no attachment included nor any additional verbiage. A review of the original response reflected the following:Subsequent to receipt of the complaint, a Verizon billing consultant spoke to [redacted] today, January **, 2018. The consultant advised that the Game Show Network ("GSN") is not available in [redacted]'s current package and all channel packages are subjected to change. [redacted] advised he does not want to change from his current package and stated he had no further concerns. In subsequent rebuttals, I also included Verizon’s Terms of Service that advised of Verizon’s latitude in making changes to its channel lineup. I understand that [redacted] does not agree with the policy; however, there is no change in Verizon's position. In addition, the early termination fee cannot be waived. On behalf of Verizon, I apologize regarding earlier explanations that were delivered in an unprofessional manner to him as was stated in his initial complaint.
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate. As there is a final balance from 2016, the account was credit reported. Our representative spoke with the customer, explained the charges and payments received. The customer...
stated there were payments made that were not applied to the account. An email was sent to the customer to the address provided on the complaint, requesting the customer provide proof of payments i.e. copies of the front and bank of the cancelled checks and/or bill statements from their financial institutions reflecting said payments for further investigation. At present, our records reflect the final bill is owed by the customer and the account was correctly credit reported.
2017 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he did not receive ordered merchandise from Fingerhut as it was delivered to an incorrect address. Mr. [redacted]’s desired outcome is to have the merchandise credited to his account. Our records indicate Mr. [redacted] purchased a Cra-Z-Art The Real 2-in-1 Ice Cream Maker, Cra-Z-Art Shimmer ’n Sparkle Salon-Style Manicure & Pedicure Set, Kurio Xtreme 2 7" Touch Screen 16GB Android Tablet - Blue, C15150M, and a HP Pavilion x2 10.1" HD Touch Screen 2GB Windows 10 2-in-1 Laptop/Tablet Computer - Silver, 10P010NR on October 15, 2016. On October 28, 2016 Mr. [redacted] contacted Fingerhut stating he did not receive the merchandise he ordered. The laptop/tablet was delivered on October 18, 2016, and all other items were delivered on October 25, 2016 to [redacted] Palmdale, CA 93552. Mr. [redacted] did receive an email response from us in which the first two digits of Mr. [redacted]’s house number were omitted in error from the delivery address. We apologize for that error. When a customer states they have not received ordered merchandise, Fingerhut has policies and procedures in place in order to conduct an investigation. On October 30, 2016, a legal affidavit was mailed to Mr. [redacted] for him to complete and return. It was also explained in this document due to the monetary value of the merchandise a police report would be required to investigate this matter further. We received the completed affidavit on November 14, 2016, however the requested police report was not included with this document. On December 12, 2016 Mr. [redacted] states he was unable to provide a police report. He was then informed he may supply the name of the agency, officer’s name, badge number, and the case number. Mr. [redacted] was able to provide an officer’s last name, the name of the agency and phone number, however this is not enough information for us to investigate. On January 17, 2017 an agent contacted the agency, but was unable to speak to an officer based on the information provided. As we understand the severity and urgency of this situation, Mr. [redacted] may call us to provide the officer’s name and badge number at ###-###-####. He may leave the information in a voicemail if needed. Alternatively, he can email the information to us by vising www.fingerhut.com/customerservice. Once we receive the requested information we will investigate this matter further. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
Initial Business Response /* (1000, 5, 2016/02/11) */
CONFIDENTIAL COMMUNICATION
February 10, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she purchased a Badger Basket Company Majesty Bassinet - White on April 19, 2015 via the web.
Ms. [redacted] contacted us on May 3, 2015 and informed the representative she spoke with that she was returning the bassinet because it had a sharp edge. We received the return on May 11, 2015, however a reason was not indicated on the return form and, as a result, credit was issued for the price of the bassinet minus a return shipping fee and the original shipping and handling charges.
Our return policy is located in our catalogs and on our website and is as follows:
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. Return postage is the responsibility of the customers. Music, movies, video games and software must be return 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 as 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 damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on December 4, 2015 with a balance of $139.26 and then sold to Jefferson Capital on December 30, 2015.
Due to extenuating circumstances related to this purchase, we will be purchasing the account back from Jefferson Capital and closing it. Additionally, we will request that this be removed from Ms. [redacted]'s credit bureau report and advise that this may take up to 60 days to process. A letter will be sent to her address once this has been completed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 6, 2016/02/11) */
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:
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:Verizon reached out to me today to rectify that situation.
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]...
Company records show that the customer had been using the incorrect user id. On 2/**/16 the company spoke with the customer provided the correct user id and assisted the customer with signing in to the site. The customer was able to review the reward points.
Left 2 voicemails for the customer, but we have not received a call back. The customer's 1st bill did not bill for TV. Those charges were on the 2nd bill and the email confirmation clearly shows DVR. The customer called in about the DVR not working and the rep advised to upgrade to MDVR,...
then customer went back to regular DVR service. Case closed.Tell us why here...
the billing problem has still not been corrected
Please be advised, on August *, 2017, a local manager went to the premises to investigate the issue. It was determined at that time that the damage was caused by lightning and Verizon was not at fault. We cannot take responsibility for lightening damaging the customers equipment. This was communicated to the customer at that time.
I am rejecting this response because:Because not telling me that they stopping the collection with Jefferson and see why I just paid the settlement amount that was giving to me. So are they closing it on my credit report as zero balance/paid full settlement?
Upon further review of the transaction between the Agent and the customer, the customer's account was adjusted for the Early Termination Fee and there is a balance for service provided from the date of installation to the date of disconnection. An email was sent to the customer advising of the...
balance and if it is paid within a 30 day period of adjustment posting to the account, the account would be eligible to be removed from their credit report; otherwise the past due charges would remain as an unpaid collection. The customer was provided with their account number and address to mail the payment.
CONFIDENTIAL COMMUNICATION August 15, 2016...
...⇄ # [redacted] Revdex.com of Minnesota 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. In Ms. [redacted]’ inquiry she states she is still being charged for an item she returned in June 2015. Ms. [redacted] also indicates she contacted Fingerhut every month on the status of her return and received no assistance from Customer Service. She states she was advised that she should not pay the balance on the account until the return was received. She indicates that she continued to receive collection calls and that her Fingerhut account was closed. When Ms. [redacted] spoke to a supervisor, she states they credited her account but did not update her credit report. She also indicates when she re-applied she was advised we could not process her credit application with an incorrect address. Ms. [redacted] is requesting that the delinquency be removed from her credit file and that her account be restored. Our records indicate an order was placed on our website on April 21, 2015 for a Rockland 2-pc. Carry-On Luggage Set in Blue and a Rockland 2-pc. Luggage Set in Pink which totaled $157.96. The luggage sets shipped directly from our vendor on April 22, 2015 and were delivered a few days later to the address of 207 Groves Blvd North Augusta, SC 29841-3943. On April 23, 2015 an order was placed on our website for a PetZoom Pet Park Regular 25x 20 which totaled $41.98. This item shipped on April 26, 2015 and was delivered shortly after, to the same address. On June 18, 2015 Ms. [redacted] contacted our Customer Service Department and advised us she would be returning the luggage sets due to the pink luggage set being defective and the blue luggage set as it was not as described. The agent sent out paid return labels for Ms. [redacted] to return the luggage with. We have no record of Ms. [redacted]’ contacting Customer Service again until June 2, 2016. When Ms. [redacted] spoke to the agent via chat regarding the luggage sets she returned, we checked with our vendor to verify if they had received the return since we have no record of receiving either of the luggage sets at our warehouse. On June 6, 2016 our vendor indicated that they did not receive the return of the luggage sets. On June 3, 2016 and June 13, 2016 an affidavit of “non-receipt of returned merchandise” was sent to Ms. [redacted]. We received the affidavit on June 14, 2016 via email from Ms. [redacted] and as part of our investigation, we requested a copy of the return receipt from Ms. [redacted]. On June 15, 2016, we received an email from Ms. [redacted] in which she advised us she did not have a return receipt. Due to the length of time that had passed from the date the luggage sets were returned to us to the date Ms. [redacted] contacted us to advise she had not received credit for the return and since she did not have a return receipt, credit was denied. On June 24, 2016 Ms. [redacted] spoke to a supervisor regarding the returns that had not been credited. The supervisor issued credit as a courtesy to Ms. [redacted] account in the amount of $212.43 which was the remaining balance on her account at that time. On June 30, 2016 we received a fax from Ms. [redacted] which included a copy of an email she had received from us advising her that the return is on its way to our warehouse for processing and that we would send a follow up email to her once the return was received. The email also included the return tracking number along with the name of the carrier. Please understand, we have no record of receiving Ms. [redacted] return and the tracking number provided in the email does not indicate the return was ever delivered to our warehouse. However, since full credit was already issued for the merchandise Ms. [redacted] returned of $157.96, as well as $54.47 in late fees and interest charges, and since the payments Ms. [redacted] made on her account did adequately cover the additional items she purchased and received, we have credited the remaining late fees of $105.45 and interest charges of $56.95. The credits we have issued will appear on a future statement. We have updated the information on Ms. [redacted] Fingerhut Advantage Credit Account to the credit bureaus and advise it may take up to sixty days for the update to process. For future reference, if Ms. [redacted] needs to return something to us, most returns are received and processed in our warehouse within 7-10 business days from the date they are returned. We strongly urge Ms. [redacted] to contact our Customer Service Department if she does not receive notification that the return has been received and processed within that time frame. We do not have any record of Ms. [redacted] being advised to not make any payments on her account until the return was received. If Ms. [redacted] has more information regarding a specific date or time frame and/or the agents name she spoke to we will be able to investigate further into this matter. Due to the delinquency of Ms. [redacted] account her credit limit was reduced to zero and reflected as such on her March 13, 2016 billing statement. On June 27, 2016 Ms. [redacted] contacted us by phone and the agent correctly advised Ms. [redacted] that she would need to reapply for an account and to allow up to 14 days for her account to be set at an “apply now” status. In order to re-apply for an account, Ms. [redacted]’ Fingerhut Credit Account was closed the same day. On July 15, 2016 our records indicate that Ms. [redacted] completed the credit application on our website. When our Credit Department attempted to verify Ms. [redacted]’ information as part of the application process we found that the address provided by Ms. [redacted] did not match the information on the application. Since the application was completed with the incorrect address the credit application was declined and the agent requested for Ms. [redacted] to send in a copy of a utility bill with the correct address. Please understand it is the responsibility of our customers to ensure we have the correct contact information to reach them. On July 18, 2016 we received the copy of the utility bill and a letter was sent to Ms. [redacted] offering her a WebBank/Fingerhut FreshStart Credit Account. Per the terms of the FreshStart credit program, a customer’s order does not ship and is not billed until a $30 down payment has been successfully applied towards it. Ms. [redacted] made her down payment of $30.00 on August 3, 2016. Ms. [redacted] order for the NuWave Brio Digital Air Fryer and the Bear River Remote Controlled Chinook Helicopter was manually processed on August 5, 2016 and was shipped on August 8, 2016. Per the tracking information on the UPS website, the items were delivered on August 11, 2016. As Ms. [redacted] has established a Fingerhut FreshStart account she is required to meet the guidelines of the FreshStart Program prior to graduating to a Fingerhut Advantage Credit Account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
1/**/18 Verizon Appeals Representative spoke with customer and resolved his concerns by issuing credit for the $160.00 Installation fee as a representative did a disconnect of his account [redacted] to set up a new account [redacted] to try and meet customer's request of new customer acquisition offer/savings.
Verizon will waive activation fee of 80.00, customer will get a final bill with in 30 days. As for the credit inquiry Verizon only do soft inquiries. Customer should call credit agency and dispute.
I am rejecting this response because:
They stuck me with a pc knowing good and well that I called and they did not log the call correctly that is what I was told by 2 other customer service reps/
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]
Why it is that if Verizon doesn’t have the voice recordings from July(date of contract renewal) but in November the representative handling my complaint said while talking to me on the phone that he was reviewing the voice recordings and what was in their system? I feel Verizon is misleading the consumer and not honoring their word, which makes them unprofessional and untrustworthy. I feel that Verizon has no right to make me look like a dishonest person when in fact their dishonest. What I would like at this point is to be able to cancel my service without any penalty since I’ve proven to being a loyal, honest consumer for many years but they haven’t honored their word. I would like to add this isn’t the first time I’ve had issues with Verizon, but now I feel I don’t need to put up with their unprofessionalism.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I spoke to [redacted] on September **, 2016. I advised [redacted] that currently FiOS services are not available at his location. The request was sent to Verizon’s Engineering Department to review for consideration. The Engineering Department needs to perform a site survey to...
determination if FiOS services can be installed in [redacted]’s apartment building. A request has been made for the name and number of a contact person at the apartment building to schedule a meeting to survey the property. We have not received that information as of yet. Once a contact person is provided and a survey is conducted, Verizon will be able to determine if it can bring FiOS services to the building.
Verizon's Customer Service Escalation team representative reviewed [redacted]' account. Verizon's Customer Service Escalation team representative spoke with [redacted] on 12/**/16 and added the missing discount that will result in the original bundle rate for 24 months.We trust this information...
will help to resolve [redacted]' concerns.
After further review, Verizon's original response remains unchanged. The order confirmation email reflects all charges related to the order and installation of service. The customer had 14 days to dispute or cancel.
The latest rejection simply states to see the original issue. There was no attachment included nor any additional verbiage. A review of the original response reflected the following:Subsequent to receipt of the complaint, a Verizon billing consultant spoke to [redacted] today, January **, 2018. The consultant advised that the Game Show Network ("GSN") is not available in [redacted]'s current package and all channel packages are subjected to change. [redacted] advised he does not want to change from his current package and stated he had no further concerns. In subsequent rebuttals, I also included Verizon’s Terms of Service that advised of Verizon’s latitude in making changes to its channel lineup. I understand that [redacted] does not agree with the policy; however, there is no change in Verizon's position. In addition, the early termination fee cannot be waived. On behalf of Verizon, I apologize regarding earlier explanations that were delivered in an unprofessional manner to him as was stated in his initial complaint.
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate. As there is a final balance from 2016, the account was credit reported. Our representative spoke with the customer, explained the charges and payments received. The customer...
stated there were payments made that were not applied to the account. An email was sent to the customer to the address provided on the complaint, requesting the customer provide proof of payments i.e. copies of the front and bank of the cancelled checks and/or bill statements from their financial institutions reflecting said payments for further investigation. At present, our records reflect the final bill is owed by the customer and the account was correctly credit reported.
CONFIDENTIAL COMMUNICATION January 17,...
2017 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he did not receive ordered merchandise from Fingerhut as it was delivered to an incorrect address. Mr. [redacted]’s desired outcome is to have the merchandise credited to his account. Our records indicate Mr. [redacted] purchased a Cra-Z-Art The Real 2-in-1 Ice Cream Maker, Cra-Z-Art Shimmer ’n Sparkle Salon-Style Manicure & Pedicure Set, Kurio Xtreme 2 7" Touch Screen 16GB Android Tablet - Blue, C15150M, and a HP Pavilion x2 10.1" HD Touch Screen 2GB Windows 10 2-in-1 Laptop/Tablet Computer - Silver, 10P010NR on October 15, 2016. On October 28, 2016 Mr. [redacted] contacted Fingerhut stating he did not receive the merchandise he ordered. The laptop/tablet was delivered on October 18, 2016, and all other items were delivered on October 25, 2016 to [redacted] Palmdale, CA 93552. Mr. [redacted] did receive an email response from us in which the first two digits of Mr. [redacted]’s house number were omitted in error from the delivery address. We apologize for that error. When a customer states they have not received ordered merchandise, Fingerhut has policies and procedures in place in order to conduct an investigation. On October 30, 2016, a legal affidavit was mailed to Mr. [redacted] for him to complete and return. It was also explained in this document due to the monetary value of the merchandise a police report would be required to investigate this matter further. We received the completed affidavit on November 14, 2016, however the requested police report was not included with this document. On December 12, 2016 Mr. [redacted] states he was unable to provide a police report. He was then informed he may supply the name of the agency, officer’s name, badge number, and the case number. Mr. [redacted] was able to provide an officer’s last name, the name of the agency and phone number, however this is not enough information for us to investigate. On January 17, 2017 an agent contacted the agency, but was unable to speak to an officer based on the information provided. As we understand the severity and urgency of this situation, Mr. [redacted] may call us to provide the officer’s name and badge number at ###-###-####. He may leave the information in a voicemail if needed. Alternatively, he can email the information to us by vising www.fingerhut.com/customerservice. Once we receive the requested information we will investigate this matter further. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks