Please be advised, Verizon has made contact with the consumer and reviewed the account with him. Apologies were given for any confusion surrounding the bundled services and promotional itemsOn 10/**/Verizon offered the option of having reestablishing with a $promotional discount
placed on the account, to be received for months or the option of waiving the early termination feeThe consumer opted to cancel service without any penaltiesWe again apologize for any inconvenience caused surrounding this matter
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, John Intonato expressed concern about the confusion regarding his account and the inconvenience of our customer service experience*** *** had two accounts
provisioned which created the confusion related to his account*** *** also relayed he called multiple times to correct the account but he was not able to get this issue correctedUpon review, customer service applied a $one time courtesy credit for the inconvenience of our customer service experienceAdditionally, Verizon applied another credit in the amount of $for the December bill since he was billed for the same services and time period under another account numberVerizon then issued another credit for a router purchase charge in the amount of $plus tax since he never asked to buy the routerVerizon then referred this matter to our Technical Support departmentTechnical Support cleared all errors associated with this account and ensured the profile status was accurate going forwardFurthermore, Verizon has left a number for *** *** to call should he have any additional questions or concerns
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:
[Your Answer Here] Since Verizon have found it lawful to create a fictitious account under my name without my consent or knowledge and sold that account to a Collection AgencyI exigently request an itemized copy of the said debt (a bill with my name under that fictitious account) showing the amount that I owedI also need Verizon to verify and confirmedthe name of the Collection Agency that the account was sold including the amount and the date of transaction.My credit report has shown Verizon / Collection Attorney-National RecoveryAs for today's date I"ve never received any communication from National Recovery except that they have reported a debt to the credit Bureau without ever notified meIhave been trying to get some clarity on this matter and so for not much cooperation from VerizonMy only account with verizon I believe for more than years is # *** I was never aware or signed any other account under my name with Verizon. Respectfully,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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:
It is now and Verizon needs to catch up with advanced technology requiring a faster Internet speedIf they don't want to invest in FIOS then they need to provide business-class DSL far greater than MBS
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon investigation found order *** to change the customer from Double Play bundle to a Triple Play bundle adding voice service. This order was written for a self-install. Another order *** was issued for a technician dispatch to install the Ethernet for the 1G
serviceA technician was dispatched 1/**/18; activating Set Top Boxes and changed the voice port completing the order. All services tested okay. The technician provided the customer their card with contact information should the customer have any problems. Verizon Appeals Representative spoke with *** *** on 1***/18, apologized for issues getting the service transferred to the new location. The Representative advised the customer she had already been issued a $per month for months credit. The Representative agreed to credit the installation charges once they are billed
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
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:
This is not exactly what happened Katrina attempted to contact me on several occasions I was unable to return her phone call as her mailbox was full Today when we connected she said she was unable to process the complaint as she didn't have the account numberI not only had to give her the a couple times but portray the entire weeks Although she was kind and promised what other representative especially have and promised age would return the call with a resolution she did not Therefore I have to assume not resolved as in the past I would like some confirmation that my credit will not be ruined and this is actually resolved I appreciate everyone's attention to this matter Have a nice day. Best Regards *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
According to our records a Verizon representative left a message on *** ***' voice mail with their direct contact information, on February **, 2016, February **, and February **, We have mailed a call office letter with our direct contact informationA review of our records,
indicates that the $deposit was refunded to the customers credit card on October *, The card issuer accepted the refund transaction*** *** would need to contact her card issuer for investigation
The customer service representative spoke to the customer and confirmed that allsystems show the boxes returned to our inventory. The representative assured the customer that he will not be charged for unreturned equipmentThe representative advised the customer that we will stop calling
and emailing themfor the last box. The representative apologized to the customer for the calls and explained that his final bill takes approximately days to finalize and the account shows a $credit status that will update again on 7/**/15. Also, the customer’s concerns regarding our login system and automated emails have been documented
Verizon dispatched a technician on 7/**/and the servicewas restoredThe customer has been issued out of service credit for 7/**/15thru 7/**/in the amount of $to reflect within the next two billing cycles
Initial Business Response /* (1000, 5, 2015/04/16) */
CONFIDENTIAL COMMUNICATION
April 15,
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 Advantage Credit Account
In Ms***'s complaint she states the rings she purchased on November 24, were advertised as Sterling Silver, as the website listed the product as a Silvertone Marquise Family Birthstone Ring
On April 4, 2015, Ms*** called Fingerhut Customer Service stating that her Silvertone Marquise Family Birthstone Ring had tarnished and wanting to return itAs the order was placed on November 24, 2014, the representative advised Ms*** we are unable to process an exchange due to the length of time
We will issue an exchange or refund for most items returned in new condition within days of receiptReturns will not be accepted for credit after daysOther product concerns must be handled under the manufacturer's warrantyShipping and handling charges are non-refundableReturn postage is the responsibility of the customersMusic, movies, video games and software must be returned unopened with the factory seal intactExchanges are permitted for identical product onlyComputers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within day home trial periodProducts sold as sets must be returned as sets, partial returns will not be acceptedPersonalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defectiveExchanges are permitted for identical product onlyGift cards cannot be returnedOther restrictions apply
Our customers are very important to us and we strive to assist and satisfy themI trust with this explanation we have done so with Ms***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/CC
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:
I would like proof from the post office that these bills were mailed because they were never received at my home address in ***All other utilities bills were mailed to me from *** *** and I paid them all promptlyAnd the fact that Verizon has finally mailed the paid in full letter to me on 6/** after I made you aware of not receiving it on 6/** and I paid it in full on 5/*, should show/prove my issue with this entire situation.I am in the process of purchasing a home and this situation has cause me major grief and frustration mainly because I would have paid this bill in full upon receipt in the mail from Verizon
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * ***
Verizon's response remains unchanged. A *** in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. *** *** was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should *** *** use a different form of payment, there will be a day hold to allow the funds to clear the bank Verizon’s records reflect an ongoing history of returned checks
Verizon’s records show all equipment (router and STB’s) was received and no charges were generated *** *** was advised. We apologize for the inconvenience this matter has caused
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:
[Your Ansi wer Here] I did dispute within daysI disputed as soon as I realized I was being charged for something that I had not agreed toI spoke with a number of Representatives, and then filed a complaint with the Revdex.comWithin days.Verizon is actually sending salesmen out who are lying to customers to get the businessI don't understand how this is ok, or how you fight an outrageous business practice like This.I guess you look for court cases to jump on board with? These are predatory business procedures, so definitely illegalWhat would be next steps?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Our investigation found the customer was without service from July **to August **, 2017. The bill preparation date is the *** of each monththe outage had extended beyond the date the August bill was being prepared. The credit of $for the outage will reflect on the
customer' s next bill which will be dated September * We apologize for the loss of service and the delay in repairWe appreciate that this was brought to our attention
Please be advised, Verizon records reflect an order was placed to terminate services on 11/*/The early termination fee was waivedVerizon made contact with the consumer on 11/*/and also issued an order to back date the disconnect order to 10/**/Verizon apologizes for any inconvenience
caused surrounding this matter
Please be advised, Verizon has made contact with the consumer and reviewed the account with him. Apologies were given for any confusion surrounding the bundled services and promotional itemsOn 10/**/Verizon offered the option of having reestablishing with a $promotional discount
placed on the account, to be received for months or the option of waiving the early termination feeThe consumer opted to cancel service without any penaltiesWe again apologize for any inconvenience caused surrounding this matter
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service departmentAccording to our records, John Intonato expressed concern about the confusion regarding his account and the inconvenience of our customer service experience*** *** had two accounts
provisioned which created the confusion related to his account*** *** also relayed he called multiple times to correct the account but he was not able to get this issue correctedUpon review, customer service applied a $one time courtesy credit for the inconvenience of our customer service experienceAdditionally, Verizon applied another credit in the amount of $for the December bill since he was billed for the same services and time period under another account numberVerizon then issued another credit for a router purchase charge in the amount of $plus tax since he never asked to buy the routerVerizon then referred this matter to our Technical Support departmentTechnical Support cleared all errors associated with this account and ensured the profile status was accurate going forwardFurthermore, Verizon has left a number for *** *** to call should he have any additional questions or concerns
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:
[Your Answer Here] Since Verizon have found it lawful to create a fictitious account under my name without my consent or knowledge and sold that account to a Collection AgencyI exigently request an itemized copy of the said debt (a bill with my name under that fictitious account) showing the amount that I owedI also need Verizon to verify and confirmedthe name of the Collection Agency that the account was sold including the amount and the date of transaction.My credit report has shown Verizon / Collection Attorney-National RecoveryAs for today's date I"ve never received any communication from National Recovery except that they have reported a debt to the credit Bureau without ever notified meIhave been trying to get some clarity on this matter and so for not much cooperation from VerizonMy only account with verizon I believe for more than years is # *** I was never aware or signed any other account under my name with Verizon. Respectfully,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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:
It is now and Verizon needs to catch up with advanced technology requiring a faster Internet speedIf they don't want to invest in FIOS then they need to provide business-class DSL far greater than MBS
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon investigation found order *** to change the customer from Double Play bundle to a Triple Play bundle adding voice service. This order was written for a self-install. Another order *** was issued for a technician dispatch to install the Ethernet for the 1G
serviceA technician was dispatched 1/**/18; activating Set Top Boxes and changed the voice port completing the order. All services tested okay. The technician provided the customer their card with contact information should the customer have any problems. Verizon Appeals Representative spoke with *** *** on 1***/18, apologized for issues getting the service transferred to the new location. The Representative advised the customer she had already been issued a $per month for months credit. The Representative agreed to credit the installation charges once they are billed
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
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:
This is not exactly what happened Katrina attempted to contact me on several occasions I was unable to return her phone call as her mailbox was full Today when we connected she said she was unable to process the complaint as she didn't have the account numberI not only had to give her the a couple times but portray the entire weeks Although she was kind and promised what other representative especially have and promised age would return the call with a resolution she did not Therefore I have to assume not resolved as in the past I would like some confirmation that my credit will not be ruined and this is actually resolved I appreciate everyone's attention to this matter Have a nice day. Best Regards *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
According to our records, Verizon applied credit of $on 1/*/and $on1/**/Verizon advised the customer and noted that she is satisfied
According to our records a Verizon representative left a message on *** ***' voice mail with their direct contact information, on February **, 2016, February **, and February **, We have mailed a call office letter with our direct contact informationA review of our records,
indicates that the $deposit was refunded to the customers credit card on October *, The card issuer accepted the refund transaction*** *** would need to contact her card issuer for investigation
The customer service representative spoke to the customer and confirmed that allsystems show the boxes returned to our inventory. The representative assured the customer that he will not be charged for unreturned equipmentThe representative advised the customer that we will stop calling
and emailing themfor the last box. The representative apologized to the customer for the calls and explained that his final bill takes approximately days to finalize and the account shows a $credit status that will update again on 7/**/15. Also, the customer’s concerns regarding our login system and automated emails have been documented
Verizon dispatched a technician on 7/**/and the servicewas restoredThe customer has been issued out of service credit for 7/**/15thru 7/**/in the amount of $to reflect within the next two billing cycles
Initial Business Response /* (1000, 5, 2015/04/16) */
CONFIDENTIAL COMMUNICATION
April 15,
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 Advantage Credit Account
In Ms***'s complaint she states the rings she purchased on November 24, were advertised as Sterling Silver, as the website listed the product as a Silvertone Marquise Family Birthstone Ring
On April 4, 2015, Ms*** called Fingerhut Customer Service stating that her Silvertone Marquise Family Birthstone Ring had tarnished and wanting to return itAs the order was placed on November 24, 2014, the representative advised Ms*** we are unable to process an exchange due to the length of time
We will issue an exchange or refund for most items returned in new condition within days of receiptReturns will not be accepted for credit after daysOther product concerns must be handled under the manufacturer's warrantyShipping and handling charges are non-refundableReturn postage is the responsibility of the customersMusic, movies, video games and software must be returned unopened with the factory seal intactExchanges are permitted for identical product onlyComputers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within day home trial periodProducts sold as sets must be returned as sets, partial returns will not be acceptedPersonalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defectiveExchanges are permitted for identical product onlyGift cards cannot be returnedOther restrictions apply
Our customers are very important to us and we strive to assist and satisfy themI trust with this explanation we have done so with Ms***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/CC
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:
I would like proof from the post office that these bills were mailed because they were never received at my home address in ***All other utilities bills were mailed to me from *** *** and I paid them all promptlyAnd the fact that Verizon has finally mailed the paid in full letter to me on 6/** after I made you aware of not receiving it on 6/** and I paid it in full on 5/*, should show/prove my issue with this entire situation.I am in the process of purchasing a home and this situation has cause me major grief and frustration mainly because I would have paid this bill in full upon receipt in the mail from Verizon
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * ***
Verizon's response remains unchanged. A *** in the Usage Verification Center (UVC) discussed Verizon’s requirements for removing the restriction. *** *** was advised that once the account balance is completely current in cash, she may contact the UVC to remove the block. The representative also advised that should *** *** use a different form of payment, there will be a day hold to allow the funds to clear the bank Verizon’s records reflect an ongoing history of returned checks
Verizon’s records show all equipment (router and STB’s) was received and no charges were generated *** *** was advised. We apologize for the inconvenience this matter has caused
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:
[Your Ansi wer Here] I did dispute within daysI disputed as soon as I realized I was being charged for something that I had not agreed toI spoke with a number of Representatives, and then filed a complaint with the Revdex.comWithin days.Verizon is actually sending salesmen out who are lying to customers to get the businessI don't understand how this is ok, or how you fight an outrageous business practice like This.I guess you look for court cases to jump on board with? These are predatory business procedures, so definitely illegalWhat would be next steps?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Our investigation found the customer was without service from July **to August **, 2017. The bill preparation date is the *** of each monththe outage had extended beyond the date the August bill was being prepared. The credit of $for the outage will reflect on the
customer' s next bill which will be dated September * We apologize for the loss of service and the delay in repairWe appreciate that this was brought to our attention
Please be advised, Verizon records reflect an order was placed to terminate services on 11/*/The early termination fee was waivedVerizon made contact with the consumer on 11/*/and also issued an order to back date the disconnect order to 10/**/Verizon apologizes for any inconvenience
caused surrounding this matter