Verizon engineering has advised that high speed internet is not available to this addressThis was explained to the customerThe company will be in touch with the customer to discuss the bundling optionsThis was explained to the customer and she was ok with Verizon following up early next
week (week ending 5/**/15)
A Verizon representative spoke with *** *** on 11/**/The representative explained that her service could not be disconnected on 10/**/when she called because of the pending order to port the serviceHad Verizon disconnected the account on 10/**/her number would not have been able to be
ported as a disconnected number is not eligible for porting*** ***'s service was disconnected and service ported to another provider on 11/*/as per the port requestThe representative apologized for any incorrect information provided by the d2d salespersonThe day cancellation policy states that if a customer disconnects service within days they will not be billed and early termination fee (ETF)Records do not indicate that *** *** was billed an ETF.The customer is still responsible to pay for time services were providedThe customer advised that this information had not previously been explained to herThe representative advised *** *** that she will receive a final bill with final charges
Upon review, our Local Manager advised the wiring was corrected at the Network Interface Device*** * *** *** ***does not have a wire maintenance plan on the account, therefore the labor charge billed is correct
Initial Business Response /* (1000, 8, 2015/04/30) */
CONFIDENTIAL COMMUNICATION
April 30,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit Account
Our records confirm that a Frye Women's Melissa Button Boot was purchased on Ms***'s account on December 1, They further confirm that two separate affidavits of merchandise not received were sent in order to process Ms***'s claim of never receiving the bootsThe first was sent on December 29, 2014, and the second on February 24, after we received the first one without the required police report (as stated in the letter accompanying the affidavit)
We received the second affidavit on March 24, 2015, but it also did not include the police reportMs***'s account is noted that on April 7, she provided the required information by telephone contact, and the phone agent referred the information to the appropriate department
The claim was approved on April 8, and, on the same date, Ms*** received an account credit covering the full cost of the bootsThis credit adjustment is reflecting on her most recent monthly billing statement that was generated and sent to her email address on April 19,
We trust that Ms*** will find this explanation and measures we have taken as a satisfactory outcome to this matter
Thank you for allowing us to assist and explain
Sincerely,
***
Executive Care Team
VF/ah
The Voice and Internet Service are billed together on one bill. There has been one payment made on the account totaling $on March *, 2017. The account currently has a credit balance of $
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
sub-standard service issues are not addressedthey CAN be resolved, but verizon will not do anything to correct the situationLike I stated in my complaint: it has come to a toddler argument at this point nuh-uh, and uh-huh as far as the problem and solution.I do not feel I would be assisted any better if I called verizon and got a different service plan, as the sales team and service team have no idea what the other is doing
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
Please be advised email confirmation were sent at the time the adjustments were made last week to the email address on file We trust this provides your office with the information required in this matter Thank you, Verizon Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am not a contract law expert, but do have some knowledge Recording an acceptance, but not the details of the service promised related to the acceptance violates the spirit of the contract Why did you not record the whole conversation? Let me here this recording Two weeks was not sufficient enough time for me to determine there were no additional football games being broadcast Sunday is the only day I can check I have been very busy lately so was probably sidetracked Plus, the NFL Network appears to broadcast repeats of games days afer they occur, so searching for NFL football is very confusing and appears to be displaying more games All in all, I was misled and lied to by a Verizon-affiliated sales rep It's funny how Verizon uses third party sales vendors to try to wipe their hands clean of any wrongdoing or bait and switch advertising This sounds like a class action suit If you don't waive the cancelation fees, I will contact web sites looking to start up class action law suits as well as the media My complaint firmly stands Verizon - stop wasting my time and angering me further You are destroying your reputation Do your care?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The case was sent to the business office for review.A specialist spoke with the customer and corrected the final billed Data only accountHe was billed for the Data only account after he disconnected and was advise he would received pro-rated credit, which was incorrect as we do not adjust for Data
only accounts.As a courtesy, the specialist adjusted the full $he was billedand advised he would get a refund for that in about bill cycle/next monthMrappreciated the assistance
9/**/Verizon Appeals representative called and spoke with *** *** who said D2D rep told him he was getting $gift cardOrder was placed on 06/**/A triple play for $Custom TV, FDV & Voice*** *** was sent an order confirmation & was received*** *** got lower price
and was not eligible for the gift cardThe representative made *** *** an offer of either leave as it, or would lose the $discount pay rate of $& would see about getting him a discount*** *** said no, he wants out of his contractThe representative advised *** *** with the days before installation and days from installation he had days to get out of contract*** *** has no receipt or anything from the sales representative saying he would get a $card*** *** did not like any of the options the Appeals representative offered and requested to speak with a supervisor. Verizon Acting Supervisor completed the request for a Supervisor callback speaking with *** ***. Unfortunately the Supervisor had to confirm/re-iterate/sustain everything the Appeals representative had told *** ***There is no way we can possibly get him a reward card, add any more discounts, or waive the ETFWith the $Triple Play he has, his account is set up the absolute least expensive way we possibly canHe was still upset and feels that the Sales Rep lied to him "scammed" him into switching over to usThe Supervisor apologized profusely, but confirmed again that we cannot do anything relative to the Reward card, waiving the ETF and /or adding any additional discountsHe then asked if we can renew the $free Fully Loaded Entertainment Pack next yearI advised him the that promotion does not expire until June ***, and we do not know if we would be able to renew it until it expiresThe Supervisor told him that if it is available, we will certainly offer it to him again*** *** was given the Supervisor's contact information and advised he can contact him directly at that time or any time to discuss any future concernsThe Supervisor also sent *** *** an email with their contact information.*** *** stated he had technical problems with the service that were not part of the original complaint. Those issues have been referred to Verizon Fiber Solution Center Appeals representative to follow up and resolve with the customer.Joyce D***Verizon Executive Relations SrAnalyst?
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, Sathiya Kala Santhamoorthy expressed concern about his Verizon monthly bills and the unwanted calls he continues to receive via his FIOS digital voice phoneUpon
review, *** *** claims he should be receiving his current bundle rate of services (FIOS digital voice, FIOS data 150/mbps, FIOS T.VPreferred H.D.) for $The current best offer new promotional rate for those same services comes to the amount of $*** *** states he was upsold from a lower tiered T.V(Custom T.V.) package to a higher tiered T.V(Preferred T.V.) package for the same rate of $*** ***’s initial bundle (FIOS digital voice, FIOS data 150/mbps, FIOS T.VCustom T.V.) ordered on 12/**/came to a bundle rate of $which after equipment and taxes rose to a total of $The 04/**/bill reflects a change in the bundle (FIOS digital voice, FIOS data 150/mbps, FIOS T.VPreferred H.D.) and a new rate of $which after equipment and taxes rose to an amount of $which is almost similar to new install quote of $This is because the bundle rate of $is now adjusted with a $monthly valued customer discountThis brings the bundle rate down from $to $The $discount was added on 01/**/shortly after the upgrade was completed on 01/**/There was never a price point for a triple play bundle (FIOS digital voice, FIOS data 150/mbps and any FIOS T.V.) for $Our customer is claiming we upgraded him from a lower T.Vpackage to a higher T.Vpackage for the same rate and Verizon’s latest bill statement verifies that claimEven though there are no notes, the initial order confirmation total of $is similar to his 04/**/bill total of $In addition, Verizon has offered to change *** ***’s T.Vpackage back to the lower tiered package but he has declined that change for the momentAlso, *** *** complained of unwanted calls but when asked if he would like to change his billing telephone number he declined againFurthermore, I have left my number with *** *** should he have any additional questions or concerns
In accordance with our investigation, thecustomer's loss of service was due to a FiOS upgrade which has been cancelled.Verizon spoke with the customer on 7/*/and it was confirmed that allservices were workingA one month credit in the amount of $was issuedfor the inconvenience and loss of
service for hoursAn apology was renderedfor the unprofessional conduct of a Verizon employee
I spoke with *** *** and confirmed he was correct the highest speed we have available using High Speed Internet is up to 3mb. I advised *** *** that 4G LTE was also available in his area. The customer expressed he has used it in the past and it was not sufficient for what he
uses it for. I advised *** *** I would check to see if Fiber is coming to his area in the near future. Per my Engineering Team, FiOS is not in the current build for *** *** area. We apologize for any inconvenience that *** *** has experienced as a result of the above matter
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention We have made unsuccessful attempts to reach *** ***After reviewing the fiber cable that was being installed by a
third party, it was incomplete and had to be replacedOnce fiber cable was replaced order was reschedule and completed on June **, We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this case Respectfully, Kevin Verizon SW Executive Relations
An error on the order to unbundle the services cause the customer to lose serviceThe error on the order was corrected as of 7/**/According to Verizon's records the customer's services, telephone and internet, show as workingAttempts to reach *** *** to confirm service have been
unsuccessfulA letter was sent to *** *** asking him to contact the Verizon representative who was working on his account to verify service
upon receipt of this complaint we spoke with *** *** and adjusted the 07-**-bill of $down to $125.69. We also have set a recurring credit of $for months, beginning with the 08-** bill to offset the missing $credit for months. ***
*** questioned the possibility of another credit in months. We advised we can't guarantee the value of the credit that may be avail in months, but we will follow up with him in August to see what is available. *** *** was satisfied and had no other concerns
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, *** ***
Initial Business Response /* (1000, 9, 2015/05/04) */
CONFIDENTIAL COMMUNICATION
May 1,
# ***
Revdex.com of Minnesota
Attn:***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in
response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut FreshStart Credit Account
Our records show that Ms*** made a purchase order on August 11, for a Whitmor Supreme Double Rod Garment Rack and a Dirt Devil Vibe Stick VacOn the same date, the required $down payment was successfully made, and the order processed, shipped, and billed as normalIn the inquiry and in several earlier contacts with us, Ms*** has stated that she never received the items
A review of the recording of the phone order confirms that the agent properly verified the shipping address with Ms*** before it was submittedThe agent states, "...this will be shipped to *** ***, ***., Houston, TX 77004...can I go ahead and place the order now, ***?" and Ms*** states, "Yeah, alright."
Our records indicate that Ms*** telephoned the Customer Service Department on September 30, first notifying that she did not receive the itemsShe begins by asking the agent why the merchandise was sent to ***instead of ***.; the agent, in turn, asks, "So it's 2410?" and Ms*** answers, "Yes, ma'am." Ms*** states that her aunt lives at but is not able to check with her about the package as she's been in the hospitalShe further explains that, from the outside, the building in which she and her aunt live "looks like one big house" but is actually "divided up in four-plexes." The agent ends the call advising that she is sending an affidavit of merchandise not received to the ***address, and that it needs to be completed and returned to us in order to begin resolving the matter
Ms*** next telephoned Customer Service on October 16, requesting an affidavit for the missing merchandiseSeeing the previous agent's note that an affidavit had already been sent (per the conversation described above), the phone representative reminds Ms*** that she should have received itMs*** asks for the address it was sent to, the agent states ***., and Ms*** says, "No, no, no...that's not the address, I keep telling them that." The agent requests the correct address, and Ms*** says, "Yes, ma'am, it's ***." Ms*** re-verifies this as the correct address two more times, and the agent sent a new affidavit to the address
In other phone conversations that Ms*** has had with Customer Service and the Billing/Recovery Departments, she states that she received an affidavit but that only one of the two missing items was on itOur records confirm that a total of three affidavits have been sent to Ms*** regarding this matter (the third and most recent being sent on January 28, to the address), and that each of them included both the garment rack and Dirt Devil vac
To date, we do not have record of ever receiving Ms***'s signed, dated, and completed affidavitWe also did not find any formal billing dispute being submitted to us about this issue, and as a result Ms*** remained subject to billing of the items per the terms and conditions of the Agreement (detailed instructions about filing a billing dispute appear on the reverse side of each of her monthly billing statements)
Carrying an unpaid balance for six-plus consecutive months, the account moved to a charge-off status on March 20, It was then sold for debt recovery purposes to *** Services L.Pon April 30, The account is no longer in our possession and we no longer have the rights to service itFor any further questions regarding the debt, Ms*** should contact *** directly at ***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Verizon engineering has advised that high speed internet is not available to this addressThis was explained to the customerThe company will be in touch with the customer to discuss the bundling optionsThis was explained to the customer and she was ok with Verizon following up early next
week (week ending 5/**/15)
A Verizon representative spoke with *** *** on 11/**/The representative explained that her service could not be disconnected on 10/**/when she called because of the pending order to port the serviceHad Verizon disconnected the account on 10/**/her number would not have been able to be
ported as a disconnected number is not eligible for porting*** ***'s service was disconnected and service ported to another provider on 11/*/as per the port requestThe representative apologized for any incorrect information provided by the d2d salespersonThe day cancellation policy states that if a customer disconnects service within days they will not be billed and early termination fee (ETF)Records do not indicate that *** *** was billed an ETF.The customer is still responsible to pay for time services were providedThe customer advised that this information had not previously been explained to herThe representative advised *** *** that she will receive a final bill with final charges
Upon review, our Local Manager advised the wiring was corrected at the Network Interface Device*** * *** *** ***does not have a wire maintenance plan on the account, therefore the labor charge billed is correct
*** *** was contacted regarding the router fee of $Customer service also went over diffentent options regarding the router
Initial Business Response /* (1000, 8, 2015/04/30) */
CONFIDENTIAL COMMUNICATION
April 30,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit Account
Our records confirm that a Frye Women's Melissa Button Boot was purchased on Ms***'s account on December 1, They further confirm that two separate affidavits of merchandise not received were sent in order to process Ms***'s claim of never receiving the bootsThe first was sent on December 29, 2014, and the second on February 24, after we received the first one without the required police report (as stated in the letter accompanying the affidavit)
We received the second affidavit on March 24, 2015, but it also did not include the police reportMs***'s account is noted that on April 7, she provided the required information by telephone contact, and the phone agent referred the information to the appropriate department
The claim was approved on April 8, and, on the same date, Ms*** received an account credit covering the full cost of the bootsThis credit adjustment is reflecting on her most recent monthly billing statement that was generated and sent to her email address on April 19,
We trust that Ms*** will find this explanation and measures we have taken as a satisfactory outcome to this matter
Thank you for allowing us to assist and explain
Sincerely,
***
Executive Care Team
VF/ah
The Voice and Internet Service are billed together on one bill. There has been one payment made on the account totaling $on March *, 2017. The account currently has a credit balance of $
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
sub-standard service issues are not addressedthey CAN be resolved, but verizon will not do anything to correct the situationLike I stated in my complaint: it has come to a toddler argument at this point nuh-uh, and uh-huh as far as the problem and solution.I do not feel I would be assisted any better if I called verizon and got a different service plan, as the sales team and service team have no idea what the other is doing
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
Please be advised email confirmation were sent at the time the adjustments were made last week to the email address on file We trust this provides your office with the information required in this matter Thank you, Verizon Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am not a contract law expert, but do have some knowledge Recording an acceptance, but not the details of the service promised related to the acceptance violates the spirit of the contract Why did you not record the whole conversation? Let me here this recording Two weeks was not sufficient enough time for me to determine there were no additional football games being broadcast Sunday is the only day I can check I have been very busy lately so was probably sidetracked Plus, the NFL Network appears to broadcast repeats of games days afer they occur, so searching for NFL football is very confusing and appears to be displaying more games All in all, I was misled and lied to by a Verizon-affiliated sales rep It's funny how Verizon uses third party sales vendors to try to wipe their hands clean of any wrongdoing or bait and switch advertising This sounds like a class action suit If you don't waive the cancelation fees, I will contact web sites looking to start up class action law suits as well as the media My complaint firmly stands Verizon - stop wasting my time and angering me further You are destroying your reputation Do your care?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The case was sent to the business office for review.A specialist spoke with the customer and corrected the final billed Data only accountHe was billed for the Data only account after he disconnected and was advise he would received pro-rated credit, which was incorrect as we do not adjust for Data
only accounts.As a courtesy, the specialist adjusted the full $he was billedand advised he would get a refund for that in about bill cycle/next monthMrappreciated the assistance
9/**/Verizon Appeals representative called and spoke with *** *** who said D2D rep told him he was getting $gift cardOrder was placed on 06/**/A triple play for $Custom TV, FDV & Voice*** *** was sent an order confirmation & was received*** *** got lower price
and was not eligible for the gift cardThe representative made *** *** an offer of either leave as it, or would lose the $discount pay rate of $& would see about getting him a discount*** *** said no, he wants out of his contractThe representative advised *** *** with the days before installation and days from installation he had days to get out of contract*** *** has no receipt or anything from the sales representative saying he would get a $card*** *** did not like any of the options the Appeals representative offered and requested to speak with a supervisor. Verizon Acting Supervisor completed the request for a Supervisor callback speaking with *** ***. Unfortunately the Supervisor had to confirm/re-iterate/sustain everything the Appeals representative had told *** ***There is no way we can possibly get him a reward card, add any more discounts, or waive the ETFWith the $Triple Play he has, his account is set up the absolute least expensive way we possibly canHe was still upset and feels that the Sales Rep lied to him "scammed" him into switching over to usThe Supervisor apologized profusely, but confirmed again that we cannot do anything relative to the Reward card, waiving the ETF and /or adding any additional discountsHe then asked if we can renew the $free Fully Loaded Entertainment Pack next yearI advised him the that promotion does not expire until June ***, and we do not know if we would be able to renew it until it expiresThe Supervisor told him that if it is available, we will certainly offer it to him again*** *** was given the Supervisor's contact information and advised he can contact him directly at that time or any time to discuss any future concernsThe Supervisor also sent *** *** an email with their contact information.*** *** stated he had technical problems with the service that were not part of the original complaint. Those issues have been referred to Verizon Fiber Solution Center Appeals representative to follow up and resolve with the customer.Joyce D***Verizon Executive Relations SrAnalyst?
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, Sathiya Kala Santhamoorthy expressed concern about his Verizon monthly bills and the unwanted calls he continues to receive via his FIOS digital voice phoneUpon
review, *** *** claims he should be receiving his current bundle rate of services (FIOS digital voice, FIOS data 150/mbps, FIOS T.VPreferred H.D.) for $The current best offer new promotional rate for those same services comes to the amount of $*** *** states he was upsold from a lower tiered T.V(Custom T.V.) package to a higher tiered T.V(Preferred T.V.) package for the same rate of $*** ***’s initial bundle (FIOS digital voice, FIOS data 150/mbps, FIOS T.VCustom T.V.) ordered on 12/**/came to a bundle rate of $which after equipment and taxes rose to a total of $The 04/**/bill reflects a change in the bundle (FIOS digital voice, FIOS data 150/mbps, FIOS T.VPreferred H.D.) and a new rate of $which after equipment and taxes rose to an amount of $which is almost similar to new install quote of $This is because the bundle rate of $is now adjusted with a $monthly valued customer discountThis brings the bundle rate down from $to $The $discount was added on 01/**/shortly after the upgrade was completed on 01/**/There was never a price point for a triple play bundle (FIOS digital voice, FIOS data 150/mbps and any FIOS T.V.) for $Our customer is claiming we upgraded him from a lower T.Vpackage to a higher T.Vpackage for the same rate and Verizon’s latest bill statement verifies that claimEven though there are no notes, the initial order confirmation total of $is similar to his 04/**/bill total of $In addition, Verizon has offered to change *** ***’s T.Vpackage back to the lower tiered package but he has declined that change for the momentAlso, *** *** complained of unwanted calls but when asked if he would like to change his billing telephone number he declined againFurthermore, I have left my number with *** *** should he have any additional questions or concerns
In accordance with our investigation, thecustomer's loss of service was due to a FiOS upgrade which has been cancelled.Verizon spoke with the customer on 7/*/and it was confirmed that allservices were workingA one month credit in the amount of $was issuedfor the inconvenience and loss of
service for hoursAn apology was renderedfor the unprofessional conduct of a Verizon employee
I spoke with *** *** and confirmed he was correct the highest speed we have available using High Speed Internet is up to 3mb. I advised *** *** that 4G LTE was also available in his area. The customer expressed he has used it in the past and it was not sufficient for what he
uses it for. I advised *** *** I would check to see if Fiber is coming to his area in the near future. Per my Engineering Team, FiOS is not in the current build for *** *** area. We apologize for any inconvenience that *** *** has experienced as a result of the above matter
*** *** *** Thank you for referring this case of *** *** to our office for reviewWe appreciate you bringing this matter to our attention We have made unsuccessful attempts to reach *** ***After reviewing the fiber cable that was being installed by a
third party, it was incomplete and had to be replacedOnce fiber cable was replaced order was reschedule and completed on June **, We apologize for any inconvenience this may have causedWe trust this information will assist you in closing this case Respectfully, Kevin Verizon SW Executive Relations
An error on the order to unbundle the services cause the customer to lose serviceThe error on the order was corrected as of 7/**/According to Verizon's records the customer's services, telephone and internet, show as workingAttempts to reach *** *** to confirm service have been
unsuccessfulA letter was sent to *** *** asking him to contact the Verizon representative who was working on his account to verify service
upon receipt of this complaint we spoke with *** *** and adjusted the 07-**-bill of $down to $125.69. We also have set a recurring credit of $for months, beginning with the 08-** bill to offset the missing $credit for months. ***
*** questioned the possibility of another credit in months. We advised we can't guarantee the value of the credit that may be avail in months, but we will follow up with him in August to see what is available. *** *** was satisfied and had no other concerns
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, *** ***
Initial Business Response /* (1000, 9, 2015/05/04) */
CONFIDENTIAL COMMUNICATION
May 1,
# ***
Revdex.com of Minnesota
Attn:***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in
response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut FreshStart Credit Account
Our records show that Ms*** made a purchase order on August 11, for a Whitmor Supreme Double Rod Garment Rack and a Dirt Devil Vibe Stick VacOn the same date, the required $down payment was successfully made, and the order processed, shipped, and billed as normalIn the inquiry and in several earlier contacts with us, Ms*** has stated that she never received the items
A review of the recording of the phone order confirms that the agent properly verified the shipping address with Ms*** before it was submittedThe agent states, "...this will be shipped to *** ***, ***., Houston, TX 77004...can I go ahead and place the order now, ***?" and Ms*** states, "Yeah, alright."
Our records indicate that Ms*** telephoned the Customer Service Department on September 30, first notifying that she did not receive the itemsShe begins by asking the agent why the merchandise was sent to ***instead of ***.; the agent, in turn, asks, "So it's 2410?" and Ms*** answers, "Yes, ma'am." Ms*** states that her aunt lives at but is not able to check with her about the package as she's been in the hospitalShe further explains that, from the outside, the building in which she and her aunt live "looks like one big house" but is actually "divided up in four-plexes." The agent ends the call advising that she is sending an affidavit of merchandise not received to the ***address, and that it needs to be completed and returned to us in order to begin resolving the matter
Ms*** next telephoned Customer Service on October 16, requesting an affidavit for the missing merchandiseSeeing the previous agent's note that an affidavit had already been sent (per the conversation described above), the phone representative reminds Ms*** that she should have received itMs*** asks for the address it was sent to, the agent states ***., and Ms*** says, "No, no, no...that's not the address, I keep telling them that." The agent requests the correct address, and Ms*** says, "Yes, ma'am, it's ***." Ms*** re-verifies this as the correct address two more times, and the agent sent a new affidavit to the address
In other phone conversations that Ms*** has had with Customer Service and the Billing/Recovery Departments, she states that she received an affidavit but that only one of the two missing items was on itOur records confirm that a total of three affidavits have been sent to Ms*** regarding this matter (the third and most recent being sent on January 28, to the address), and that each of them included both the garment rack and Dirt Devil vac
To date, we do not have record of ever receiving Ms***'s signed, dated, and completed affidavitWe also did not find any formal billing dispute being submitted to us about this issue, and as a result Ms*** remained subject to billing of the items per the terms and conditions of the Agreement (detailed instructions about filing a billing dispute appear on the reverse side of each of her monthly billing statements)
Carrying an unpaid balance for six-plus consecutive months, the account moved to a charge-off status on March 20, It was then sold for debt recovery purposes to *** Services L.Pon April 30, The account is no longer in our possession and we no longer have the rights to service itFor any further questions regarding the debt, Ms*** should contact *** directly at ***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah