Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will at least get me my refundHowever I find it strange that I was told twice by Verizon that they would be sending me my refund within 7-days back on September *** and then I was given a totally different story when I called back. I guess this is all just a complete lack of internal communication on the part of Verizon
Sincerely,
*** ***
On 6/*/Verizon Appeals Billing representative spoke with *** *** and advised him he does not have to worry about someone having to manual adjust his account monthlyThe representative explained a $3*.** credit was set up as a recurring adjustment so the system generates it every month*** *** was informed the credit is issued after the bill prints so he will not see it until the following monthThe current balance of $31.*covers months of router rental and two $late payment charges*** *** understood and had no further questions or concerns.Joyce D***Verizon Executive Relations SrAnalyst
*** *** and I contacted the gift card department and his gift card has been issued times and can no longer be issued; therefore a $check will be mailed to him and he will receive it in business days*** *** is satisfied and has my contact information if he needs additional assistance
On October **, 2016, a technician was dispatched to move the customer to different facilities/port to correct/alleviate the problem. Company repair history for ###-###-#### reflects seven (7) trouble reports filed by the customer and a total of ten (10) days without
service. As a courtesy, I subsequently authorized a 21-day pro-rated out-of-service credit totaling $that will appear on the customer’s November **, billing statement Both our repair department and I were unsuccessful in our attempts to contact the customer and leave a voicemail as the recording stated that the mailbox was full
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. A return call from Verizon customer service was received on Saturday, May **, at which time it was possible to order the desired servicesI successfully placed an order for regulated telephone services on fiber with the same telephone plan options, services and rates as I currently have on copper; this was the primary desired outcomeAs previously explained, it is not technically possible to retain my current internet plan and rate under DSL technologyThe most comparable plan was the FIOS plan with a speed of 50-MbpsMy order of May **, includes an introductory special rate structure for the internet portion of the plan that will extend for monthsBeyond months, the monthly internet portion of the plan will ultimately cost $per month versus the current monthly cost of internet service on DSL which is $per month
Sincerely,
*** ***
Executive Relations Team/***- Revdex.com case ***- 07/**/2015- I spoke with *** *** regarding his experiences speaking to representativesHe said he was unable to get consistent quotes on what the video and data package would cost if he removed the voiceHe said his wife was quoted an internet
and TV package for 58.00, but there were no notes specific to the package that interested her the most when she called in on 06/**/Due to the Revdex.com complaint, I ended up setting him up with a package for select TV and 25/data with a two year contractHe will keep his one free standard box and his DVR , taxes, fees and other Verizon charges total Total is approximately per monthThis was acceptable to *** *** for resolution*** ***, *** *** accepted recorded Terms of Service
I spoke to the customer and he advised that his service is not with Verizon but with ***Please serve this complaint to *** so that they can follow the process and contact Verizon regarding the consumer's repair
Upon receipt of the complaint, I spoke with the customer on May **, and apologized for the inconvenienceThe issue was referred to the appropriate department to review and investigateAccording to our records, the customer's contract expired on March *, The issue
regarding the employee was referred and will be addressed internallyThe customer requested to disconnect the service on April ** and then requested to change the disconnect date to April *It was confirmed the equipment was returned and receivedThe customer is responsible for bill charges from March * through April *On the May 2017, bill the customer was credited for the pro-rated charges from April ** through May *Our representative will follow up to credit the customer charges from April * through April and any Early Termination Fee when the June bill generatesAfter the credits are issued, the customer will received a revised final bill, reflecting the credits and any balance due. A message was left on the customer's answering machine on May ** as a follow up
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]
*** came pulled a new line straight from Verizon box to home it worked beautiful for "hour" now works sporadically sometimes it works sometimes calls don't come through and no line at all
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
After investigation the accounts under *** and *** have both been adjusted to $Notification has been sent to the credit bureaus to have the *** account removed from *** *** credit reportThe *** was not credit reported
The company position remains the sameIn addition, company records show the customer was advised of a billing increase in the 6/billing statement as well(Bill attached) The customer was advised the following: Day Rate Increase Notification for High Speed Internet Customers In order to continue to bring you quality service, at times we need to raise our ratesOn or after days from the date of this bill, the base monthly rate for your High Speed Internet (HSI) plan will increase by $If you would like to keep your current service as is, no action is required and any credits or discounts remain in effect until their original expiration dateIf you have recently upgraded to a new HSI plan, you may disregard this noticeAs always, if you would like to review your current services, please log into *** or give us a call at ###-###-####The increase was reflected in the 8/billing statement(Bill attached)Verizon notifies customers of price increases in the “Need to Know” section of the billThe company does not send out separate mailers to provide this informationBased on this information no credit is warrantedThe customer was given notice prior to the $increase and could have cancelled service at that time
Initial Business Response /* (1000, 7, 2015/06/12) */
CONFIDENTIAL COMMUNICATION
June 12,
#
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms***,
I am writing
in response to the inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order was placed for a Master Craft 18V Drill and Circular Saw w/Batteries on September 14, On September 24, Mr*** contacted us and advised the saw was damagedThe agent advised Mr*** that he could return the saw for an exchangeHowever, due to the drill and saw being sold together as a set, our return policy requires both items to be returned and an exchange would be completed for the setOn October 7, the return was received of the saw onlyIn accordance to our return policy, the return was denied and an email was sent to Mr*** advising him to return the drill within days for the exchange to be completedThe email also advised Mr*** if the drill was not received within the day time frame the saw would be disposed of on November 7,
We did not receive the return of the drill and the saw was disposed ofWe sincerely apologize Mr*** did not receive the email advising him of our handling of the return
As a courtesy to Mr***, we are sending a replacement for the sawPlease allow days to receive the replacement
As a reminder, timely payments are important and the minimum payment is required by the due date each monthWhile we understand Mr***'s frustration regarding the damaged saw, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt
We realize Mr*** was likely withholding payment as a result of not initially receiving credit for the tabletThis was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their accountThe section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regardIt states, in part:
"You must contact us within days after the error appeared on your statementYou must notify us of any potential errors in writingYou may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in questionWhile we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent
The charge in question may remain on your statement, and we may continue to charge you interest on that amountBut, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount
While you do not have to pay the amount in question, you are responsible for the remainder of your balance
We can apply any unpaid amount against your credit limit."
The minimum payment reflected on the statement printed on June 7, is $which includes a past due amount of $As a courtesy we have removed two late fees from Mr***'s account for a total of $The credits issued will appear on a future statement
We appreciate Mr***'s patience while we reviewed his accountThank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
A Verizon representative spoke with *** *** 8/*/The representative issued an order to re-activate ###-###-#### at *** * ** *** ** so that she can port the service to another providerThe representative agreed to follow up the bill to adjust any connection charges billedThere are no
other billing issues at this time
Please be advised Verizon has further reviewed the matter and stands by the response that we are unable to waiver the early termination fee associated with the current account. We do sincerely apologize for the inconvenience and frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, *** *** ***Verizon Executive Relations
A Verizon billing representative spoke with *** ***The representative apologized for the delay in getting the telephone portion of the service connectedThe telephone service was finally connected on 8/**/The representative explained the billing at his old locationThe amount on the final
bill was adjusted and left a $credit balanceThe representative reviewed the bills for the new FiOS account which started 5/**/The representative reviewed the billing and payments from the date service was established until the current billing*** *** advised that he did not agree with the billingThe representative advised that she would send *** *** copies of the bills for the FiOS account so that he could review
*** *** Case *** Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attention Order number: *** was submitted on 8/**/disconnecting the customer’s service with a courtesy waiver of the early termination fee. A credit has been issued back to 7/**/15; please allow 1-bill cycles for credits to reflect on the billing statement. We have successfully reached the customer to provide the above resolution and he is satisfied. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case Sincerely, Laurene RSW Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will at least get me my refundHowever I find it strange that I was told twice by Verizon that they would be sending me my refund within 7-days back on September *** and then I was given a totally different story when I called back. I guess this is all just a complete lack of internal communication on the part of Verizon
Sincerely,
*** ***
Credited per the customer's request
Good afternoon, The gift card was processed and sent to the claimant
On 6/*/Verizon Appeals Billing representative spoke with *** *** and advised him he does not have to worry about someone having to manual adjust his account monthlyThe representative explained a $3*.** credit was set up as a recurring adjustment so the system generates it every month*** *** was informed the credit is issued after the bill prints so he will not see it until the following monthThe current balance of $31.*covers months of router rental and two $late payment charges*** *** understood and had no further questions or concerns.Joyce D***Verizon Executive Relations SrAnalyst
*** *** and I contacted the gift card department and his gift card has been issued times and can no longer be issued; therefore a $check will be mailed to him and he will receive it in business days*** *** is satisfied and has my contact information if he needs additional assistance
On October **, 2016, a technician was dispatched to move the customer to different facilities/port to correct/alleviate the problem. Company repair history for ###-###-#### reflects seven (7) trouble reports filed by the customer and a total of ten (10) days without
service. As a courtesy, I subsequently authorized a 21-day pro-rated out-of-service credit totaling $that will appear on the customer’s November **, billing statement Both our repair department and I were unsuccessful in our attempts to contact the customer and leave a voicemail as the recording stated that the mailbox was full
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. A return call from Verizon customer service was received on Saturday, May **, at which time it was possible to order the desired servicesI successfully placed an order for regulated telephone services on fiber with the same telephone plan options, services and rates as I currently have on copper; this was the primary desired outcomeAs previously explained, it is not technically possible to retain my current internet plan and rate under DSL technologyThe most comparable plan was the FIOS plan with a speed of 50-MbpsMy order of May **, includes an introductory special rate structure for the internet portion of the plan that will extend for monthsBeyond months, the monthly internet portion of the plan will ultimately cost $per month versus the current monthly cost of internet service on DSL which is $per month
Sincerely,
*** ***
Executive Relations Team/***- Revdex.com case ***- 07/**/2015- I spoke with *** *** regarding his experiences speaking to representativesHe said he was unable to get consistent quotes on what the video and data package would cost if he removed the voiceHe said his wife was quoted an internet
and TV package for 58.00, but there were no notes specific to the package that interested her the most when she called in on 06/**/Due to the Revdex.com complaint, I ended up setting him up with a package for select TV and 25/data with a two year contractHe will keep his one free standard box and his DVR , taxes, fees and other Verizon charges total Total is approximately per monthThis was acceptable to *** *** for resolution*** ***, *** *** accepted recorded Terms of Service
I spoke to the customer and he advised that his service is not with Verizon but with ***Please serve this complaint to *** so that they can follow the process and contact Verizon regarding the consumer's repair
Upon receipt of the complaint, I spoke with the customer on May **, and apologized for the inconvenienceThe issue was referred to the appropriate department to review and investigateAccording to our records, the customer's contract expired on March *, The issue
regarding the employee was referred and will be addressed internallyThe customer requested to disconnect the service on April ** and then requested to change the disconnect date to April *It was confirmed the equipment was returned and receivedThe customer is responsible for bill charges from March * through April *On the May 2017, bill the customer was credited for the pro-rated charges from April ** through May *Our representative will follow up to credit the customer charges from April * through April and any Early Termination Fee when the June bill generatesAfter the credits are issued, the customer will received a revised final bill, reflecting the credits and any balance due. A message was left on the customer's answering machine on May ** as a follow up
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]
*** came pulled a new line straight from Verizon box to home it worked beautiful for "hour" now works sporadically sometimes it works sometimes calls don't come through and no line at all
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Service has been repaired
After investigation the accounts under *** and *** have both been adjusted to $Notification has been sent to the credit bureaus to have the *** account removed from *** *** credit reportThe *** was not credit reported
The company position remains the sameIn addition, company records show the customer was advised of a billing increase in the 6/billing statement as well(Bill attached) The customer was advised the following: Day Rate Increase Notification for High Speed Internet Customers In order to continue to bring you quality service, at times we need to raise our ratesOn or after days from the date of this bill, the base monthly rate for your High Speed Internet (HSI) plan will increase by $If you would like to keep your current service as is, no action is required and any credits or discounts remain in effect until their original expiration dateIf you have recently upgraded to a new HSI plan, you may disregard this noticeAs always, if you would like to review your current services, please log into *** or give us a call at ###-###-####The increase was reflected in the 8/billing statement(Bill attached)Verizon notifies customers of price increases in the “Need to Know” section of the billThe company does not send out separate mailers to provide this informationBased on this information no credit is warrantedThe customer was given notice prior to the $increase and could have cancelled service at that time
Initial Business Response /* (1000, 7, 2015/06/12) */
CONFIDENTIAL COMMUNICATION
June 12,
#
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms***,
I am writing
in response to the inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order was placed for a Master Craft 18V Drill and Circular Saw w/Batteries on September 14, On September 24, Mr*** contacted us and advised the saw was damagedThe agent advised Mr*** that he could return the saw for an exchangeHowever, due to the drill and saw being sold together as a set, our return policy requires both items to be returned and an exchange would be completed for the setOn October 7, the return was received of the saw onlyIn accordance to our return policy, the return was denied and an email was sent to Mr*** advising him to return the drill within days for the exchange to be completedThe email also advised Mr*** if the drill was not received within the day time frame the saw would be disposed of on November 7,
We did not receive the return of the drill and the saw was disposed ofWe sincerely apologize Mr*** did not receive the email advising him of our handling of the return
As a courtesy to Mr***, we are sending a replacement for the sawPlease allow days to receive the replacement
As a reminder, timely payments are important and the minimum payment is required by the due date each monthWhile we understand Mr***'s frustration regarding the damaged saw, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt
We realize Mr*** was likely withholding payment as a result of not initially receiving credit for the tabletThis was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their accountThe section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regardIt states, in part:
"You must contact us within days after the error appeared on your statementYou must notify us of any potential errors in writingYou may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in questionWhile we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent
The charge in question may remain on your statement, and we may continue to charge you interest on that amountBut, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount
While you do not have to pay the amount in question, you are responsible for the remainder of your balance
We can apply any unpaid amount against your credit limit."
The minimum payment reflected on the statement printed on June 7, is $which includes a past due amount of $As a courtesy we have removed two late fees from Mr***'s account for a total of $The credits issued will appear on a future statement
We appreciate Mr***'s patience while we reviewed his accountThank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
A Verizon representative spoke with *** *** 8/*/The representative issued an order to re-activate ###-###-#### at *** * ** *** ** so that she can port the service to another providerThe representative agreed to follow up the bill to adjust any connection charges billedThere are no
other billing issues at this time
Per customer his concerns are being addressed via legal venue
Please be advised Verizon has further reviewed the matter and stands by the response that we are unable to waiver the early termination fee associated with the current account. We do sincerely apologize for the inconvenience and frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, *** *** ***Verizon Executive Relations
A Verizon billing representative spoke with *** ***The representative apologized for the delay in getting the telephone portion of the service connectedThe telephone service was finally connected on 8/**/The representative explained the billing at his old locationThe amount on the final
bill was adjusted and left a $credit balanceThe representative reviewed the bills for the new FiOS account which started 5/**/The representative reviewed the billing and payments from the date service was established until the current billing*** *** advised that he did not agree with the billingThe representative advised that she would send *** *** copies of the bills for the FiOS account so that he could review
*** *** Case *** Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attention Order number: *** was submitted on 8/**/disconnecting the customer’s service with a courtesy waiver of the early termination fee. A credit has been issued back to 7/**/15; please allow 1-bill cycles for credits to reflect on the billing statement. We have successfully reached the customer to provide the above resolution and he is satisfied. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case Sincerely, Laurene RSW Executive Relations