Initial Business Response / [redacted] (1000, 6, 2015/05/26) */ CONFIDENTIAL COMMUNICATION May 26, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry that we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit AccountWe want to ensure Mr [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance As a reminder to Mr [redacted] , the above referenced account is a revolving credit accountAs such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the nextThe interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month Mr [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioningThis information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage Thank you for allowing us to assist and explain Sincerely, [redacted] Executive Care Team VF/bw
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit The Specialist stated the reason for the call and left his contact information As of today we have not heard from the customer.According to our records, this is a multi-dwelling unitVerizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completelyThere are coax lines that are not buried and they won't be buriedThe technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cableWhen we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unitThe new management company at complex will not allow them to move forward with original plans as old management company An order must be initiated for customer to upgrade
Upon receipt of this complaint we made multiple attempts to contact customer The voicemail has been full since day of receipt on 1-**- If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The executive who called was not even aware of the change to VODShe had to call back the following week because she said she had to get to TV to see what I was talking about She is stating that the customer has to pay to watch a network tv show on demand I already pay for cable, a ridiculous amoiuntThere is no rhyme or reason for the random channels they choose to charge for nor is there a listing of what channela they charge forWhy am I oaying to watch an abc show? I pay for cable that has ABC Why do I have to pay again to watch to watch the rerun of a show? Again no notice to customers of the change in the disply of the VOD screen/format and no notice that oh now we are going to charge you! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] Thank you for referring this case of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to our records the Starz High Definition (HD) problem is a known issue where the provider themselves (Starz) is only providing Standard Definition Video on Demand content at this timeAt this time, Verizon has not been apprised as to when Starz will reinstate High Definition contentVerizon has reported this matter to StarzA Verizon representative spoke with [redacted] whom confirmed the show “The Knick” is back up and running successfullyWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, [redacted] Verizon SW Executive Relations
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 have been told that a final bill will not be generated until the first few days of next month after which a final refund amount will be determined From my discussion with the company representative, I believe the resolution will be satisfactory Because of my past history in dealing with this issue, I am reluctant to declare the issue resolved until the final results are in In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We do agree with the customer and advised him that we can't stop the billing but we will follow up on the first bill and credit the first installment of $and then stop the 2nd & 3rd installment billings Case closed
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern with the rising cost of her Verizon bundle and she was supposed to have a $69.99 bundle for life. She also had concerns about... the life of the backup battery for the ONT. According to our records, there wasn’t an option for a $69.99 bundle for life. [redacted] was previously given a $7 monthly credit for 12 months to bring her bundle down to $69.99. The credit was set to expire in January 2017. In an effort to resolve this matter, the previous credit was retracted, and [redacted] was offered a new $15 monthly credit that will carry her through July 2017. This credit reduces her bill even more, and it will help offset the cost of any future price ups. An order was also placed to replace [redacted] ***’s current backup battery.
On 1115, a Verizon customer service representative discussed the account with the customer The representative explained to the customer that under her old plan the rate was $and this plan included a $monthly bundle discount until The representative advised that monthly rate on the new plan is $less a $monthly bundle discount for months The representative also offered the customer a new plan and a $courtesy credit should she accept the offer The customer accepted a new offer and was issued a $courtesy credit to the account [redacted] advised the issue was resolvedWe apologize for the inconvenience this issue has caused
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention Maria expressed concern regarding the change requested for her Verizon Internet and TV servicesResearch found there was a system issue with the original orderSeveral representatives attempted to correct the trouble and replace the original orderUnfortunately, it required the help from the Provisioning Repair team We verified on March ***, the trouble was cleared and a Verizon representative was able to complete order The account shows her TV has been removed and credit give back to She received credits totaling $on March *** The system shows her FiOS 75/Internet speed is $for months 1-and $for months 13-
Customer is disputing being billed an early termination fee on a former accountCannot locate the former account referenced in complaint The customer did not provide an account number for the account being disputed Attempted to contact the customer without success The customer has not svoicemail on the provide contact number and no messages can be left A letter has been mailed to the customer advising of such
A Verizon representative spoke with [redacted] Her current Verizon final bill is showing as $51.16 due. The representative sent copies of the May, June and July 2015 bills for [redacted] to review the billing and payments applied. Attempts to contact [redacted] to review the bills with her have... been unsuccessful. We will follow up to try to contact [redacted] to review the bills and answer any questions.
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 sent us an email saying we would be contacted within one business day of May ** by the Verizon Executive Relations teamWe were contacted on May [redacted] and May **...not within one business day/ By then, we were so disgusted trying to expedite a solution to our problem that we decided not call back in a timely mannerWhy should we have? After half a month of waiting for techs who never showed up and our work tickets being cancelled, a private contractor sent out to our unit by Verizon finally told us Verizon would not bury the line! Then when we tried to figure out on our own how to order an upgrade, Verizon bumped the price from $a month to $a month after my son clicked a link to turn down $because he wanted to see other optionsThen the customer service representatives with whom he chatted could not pull up any options on their end so he could negotiate a dealWhy should we believe Doug from the Verizon Executive Relations Team will handle this any better? In short, we would like to upgrade our unit to single dwelling equipment...if we can pay the same or less than what we have been paying for multidwelling service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We spoke with the customer on June **, to apologize for the problems and agreed to honor the original rate/offer quoted to the customerWe appreciate the customer bringing this to our attention
In accordance with our investigation, it was confirmed that the customer was billed a $restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored We issued a credit adjustment of $The final bill was rendered in the amount of $With the credit, it now has credit balance of $which will be refunded in approximately thirty daysVerizon apologizes for any inconvenience the customer experienced as a result of this matter
A Verizon representative spoke with [redacted] on The representative agreed to adjust the $return check fee, as this was apparently caused by a typoThe representative provided [redacted] with his new balance due
Verizon contacted the customer and explained that when she placed her service order, she chose the option of more billing discounts versus the gift card optionShe is receiving $in discounts for monthsThis option made her ineligible for the gift cardVerizon’s Fiber Solutions Center made multiple attempts to reach the customer to address her issue with slow Data speedThe remote speed tests showed the customer is getting 100% of download and 110% of upload speedsBecause the technicians were unable to reach the customer, multiple detailed messages were left advising that because she is in an apartment, and probably several of other people in her building have internet, she is likely experiencing interferenceInstructions were provided on how to test a higher speed router, and it was explained what Verizon guarantees as far as wired and wireless services are concernedWireless internet can't be guaranteed and it's in the terms of service contractVerizon also changed the wireless channel in an effort to avoid some of the interference of other tenants in the buildingThe customer may also use the WiFi analyzer or download the In-home agent and use the WiFi connection wizardVerizon apologizes for any inconvenience the customer has experienced as a result of these mattersTell us why here
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 appreciate Verizon's payment of $as it acknowledges that they made an errorBut this is similar to someone shoplifting by accidentally putting something in their pocket, forgetting about it and walking out of the storeThat person can give the stolen merchandise back, but the shoplifter could still be in some troubleAdditionally, that store owner may have to beef up on security costs I hope the metaphor was useful in that it brings into perspective large corporations like Verizon - their mistakes aren't even thought of as crimes and a simple refund should make it OKI disagree - I think that with more resources, these mistakes should happen LESS often and I think that Verizon should have to pay the same penalty as we all would for stealing from somebody else.My claim can only be satisfied if Verizon pays for my time to call and correct this situation and my added time in the future to scrutinize every item on their billRejected In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We require legal name for billing purposesIn order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation
Initial Business Response / [redacted] (1000, 6, 2015/05/26) */ CONFIDENTIAL COMMUNICATION May 26, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry that we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit AccountWe want to ensure Mr [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance As a reminder to Mr [redacted] , the above referenced account is a revolving credit accountAs such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the nextThe interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month Mr [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioningThis information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage Thank you for allowing us to assist and explain Sincerely, [redacted] Executive Care Team VF/bw
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit The Specialist stated the reason for the call and left his contact information As of today we have not heard from the customer.According to our records, this is a multi-dwelling unitVerizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completelyThere are coax lines that are not buried and they won't be buriedThe technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cableWhen we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unitThe new management company at complex will not allow them to move forward with original plans as old management company An order must be initiated for customer to upgrade
Upon receipt of this complaint we made multiple attempts to contact customer The voicemail has been full since day of receipt on 1-**- If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The executive who called was not even aware of the change to VODShe had to call back the following week because she said she had to get to TV to see what I was talking about She is stating that the customer has to pay to watch a network tv show on demand I already pay for cable, a ridiculous amoiuntThere is no rhyme or reason for the random channels they choose to charge for nor is there a listing of what channela they charge forWhy am I oaying to watch an abc show? I pay for cable that has ABC Why do I have to pay again to watch to watch the rerun of a show? Again no notice to customers of the change in the disply of the VOD screen/format and no notice that oh now we are going to charge you! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] Thank you for referring this case of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to our records the Starz High Definition (HD) problem is a known issue where the provider themselves (Starz) is only providing Standard Definition Video on Demand content at this timeAt this time, Verizon has not been apprised as to when Starz will reinstate High Definition contentVerizon has reported this matter to StarzA Verizon representative spoke with [redacted] whom confirmed the show “The Knick” is back up and running successfullyWe apologize for any inconvenience this may have causedWe trust this information will assist you in closing this caseRespectfully, [redacted] Verizon SW Executive Relations
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 have been told that a final bill will not be generated until the first few days of next month after which a final refund amount will be determined From my discussion with the company representative, I believe the resolution will be satisfactory Because of my past history in dealing with this issue, I am reluctant to declare the issue resolved until the final results are in In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We do agree with the customer and advised him that we can't stop the billing but we will follow up on the first bill and credit the first installment of $and then stop the 2nd & 3rd installment billings Case closed
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern with the rising cost of her Verizon bundle and she was supposed to have a $69.99 bundle for life. She also had concerns about... the life of the backup battery for the ONT. According to our records, there wasn’t an option for a $69.99 bundle for life. [redacted] was previously given a $7 monthly credit for 12 months to bring her bundle down to $69.99. The credit was set to expire in January 2017. In an effort to resolve this matter, the previous credit was retracted, and [redacted] was offered a new $15 monthly credit that will carry her through July 2017. This credit reduces her bill even more, and it will help offset the cost of any future price ups. An order was also placed to replace [redacted] ***’s current backup battery.
On 1115, a Verizon customer service representative discussed the account with the customer The representative explained to the customer that under her old plan the rate was $and this plan included a $monthly bundle discount until The representative advised that monthly rate on the new plan is $less a $monthly bundle discount for months The representative also offered the customer a new plan and a $courtesy credit should she accept the offer The customer accepted a new offer and was issued a $courtesy credit to the account [redacted] advised the issue was resolvedWe apologize for the inconvenience this issue has caused
Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention Maria expressed concern regarding the change requested for her Verizon Internet and TV servicesResearch found there was a system issue with the original orderSeveral representatives attempted to correct the trouble and replace the original orderUnfortunately, it required the help from the Provisioning Repair team We verified on March ***, the trouble was cleared and a Verizon representative was able to complete order The account shows her TV has been removed and credit give back to She received credits totaling $on March *** The system shows her FiOS 75/Internet speed is $for months 1-and $for months 13-
Customer is disputing being billed an early termination fee on a former accountCannot locate the former account referenced in complaint The customer did not provide an account number for the account being disputed Attempted to contact the customer without success The customer has not svoicemail on the provide contact number and no messages can be left A letter has been mailed to the customer advising of such
A Verizon representative spoke with [redacted] Her current Verizon final bill is showing as $51.16 due. The representative sent copies of the May, June and July 2015 bills for [redacted] to review the billing and payments applied. Attempts to contact [redacted] to review the bills with her have... been unsuccessful. We will follow up to try to contact [redacted] to review the bills and answer any questions.
We were able to offer customer a furthered discounted rate for months which was accepted
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 sent us an email saying we would be contacted within one business day of May ** by the Verizon Executive Relations teamWe were contacted on May [redacted] and May **...not within one business day/ By then, we were so disgusted trying to expedite a solution to our problem that we decided not call back in a timely mannerWhy should we have? After half a month of waiting for techs who never showed up and our work tickets being cancelled, a private contractor sent out to our unit by Verizon finally told us Verizon would not bury the line! Then when we tried to figure out on our own how to order an upgrade, Verizon bumped the price from $a month to $a month after my son clicked a link to turn down $because he wanted to see other optionsThen the customer service representatives with whom he chatted could not pull up any options on their end so he could negotiate a dealWhy should we believe Doug from the Verizon Executive Relations Team will handle this any better? In short, we would like to upgrade our unit to single dwelling equipment...if we can pay the same or less than what we have been paying for multidwelling service In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We spoke with the customer on June **, to apologize for the problems and agreed to honor the original rate/offer quoted to the customerWe appreciate the customer bringing this to our attention
In accordance with our investigation, it was confirmed that the customer was billed a $restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored We issued a credit adjustment of $The final bill was rendered in the amount of $With the credit, it now has credit balance of $which will be refunded in approximately thirty daysVerizon apologizes for any inconvenience the customer experienced as a result of this matter
A Verizon representative spoke with [redacted] on The representative agreed to adjust the $return check fee, as this was apparently caused by a typoThe representative provided [redacted] with his new balance due
Verizon contacted the customer and explained that when she placed her service order, she chose the option of more billing discounts versus the gift card optionShe is receiving $in discounts for monthsThis option made her ineligible for the gift cardVerizon’s Fiber Solutions Center made multiple attempts to reach the customer to address her issue with slow Data speedThe remote speed tests showed the customer is getting 100% of download and 110% of upload speedsBecause the technicians were unable to reach the customer, multiple detailed messages were left advising that because she is in an apartment, and probably several of other people in her building have internet, she is likely experiencing interferenceInstructions were provided on how to test a higher speed router, and it was explained what Verizon guarantees as far as wired and wireless services are concernedWireless internet can't be guaranteed and it's in the terms of service contractVerizon also changed the wireless channel in an effort to avoid some of the interference of other tenants in the buildingThe customer may also use the WiFi analyzer or download the In-home agent and use the WiFi connection wizardVerizon apologizes for any inconvenience the customer has experienced as a result of these mattersTell us why here
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 appreciate Verizon's payment of $as it acknowledges that they made an errorBut this is similar to someone shoplifting by accidentally putting something in their pocket, forgetting about it and walking out of the storeThat person can give the stolen merchandise back, but the shoplifter could still be in some troubleAdditionally, that store owner may have to beef up on security costs I hope the metaphor was useful in that it brings into perspective large corporations like Verizon - their mistakes aren't even thought of as crimes and a simple refund should make it OKI disagree - I think that with more resources, these mistakes should happen LESS often and I think that Verizon should have to pay the same penalty as we all would for stealing from somebody else.My claim can only be satisfied if Verizon pays for my time to call and correct this situation and my added time in the future to scrutinize every item on their billRejected In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We require legal name for billing purposesIn order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation