Dear *** ***, Per *** ***'s previous conversation with the Executive Relations team, Verizon referred this matter to our Financial Services team for investigationAs a result, we found that *** *** under account number *** had a final bill with a statement date of April **, 2016 with a total balance of $*** *** made payments of $73.63, $47.27, $50.00, and another $to the collection agency on file. There was a difference owed and not paid in the amount of $*** *** has settled the account, meaning he paid less than what was owed, and is not legally responsible for the remaining balanceSettled accounts are not removed from credit reports; but are reported as paid collection with customer paying less than what was owedBecause this matter was already addressed and paid through a Collections Agency our financial department can not make any additional changesWe have educated *** *** in regards to thisVerizon has concluded this is our final determination
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 resolvedThank you for your efforts and support.
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:
Dear Verizon,I understand very clearly that this upgrade will save you money What we disagree over, is the fact that you are forcing your customer to pay for the hardware upgrade for your company to capitalize on the savings. Still dis-satisfied,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Thank you for crediting back the amountSorry I forgot to state my name (*** ***), because my grandparents were confused when the Verizon representative asked to speak to their "grandson"! I was at work but I gave the home phone number so you could speak with them directly, and I thank you for speaking with themLike I said, no one has ever ordered pay per view anything, nor do we watch boxingNo offense but from what I've seen in the commercials boxing is boring, I would never pay $to watch something like that, I would rather put that money toward a live hockey match if I wanted to see more exciting brawlsI will be keeping a careful eye on both cable box order historiesIf this issue occurs again I will definitely take pictures on my phone of whatever is on the screen, and keeping an ear out for any neighbors that discuss watching pay per viewhonestly hoping neighbors aren't leeching off our cable, but I know Fios is more secure than that so really hoping that wasn't what happenedI will also make sure to go over the controls with my grandparents. Thank you, *** ***
According to our records, the customer has call forwarding variable correctly provisioned and programmed on the lineThe customer is responsible for activating the feature and forwarding calls to the chosen numberThe customer was attempting to forward calls to a long distance number but he
did not have long distance service on the accountVerizon contacted the customer and explained that he would need to add long distance which he declinedThe customer is able to forward calls to a toll free number and it is working. Verizon issued credit of $for the call forwarding not working for two weeks and we also issued a $courtesy credit for his inconvenienceVerizon apologizes for the inconvenience the customer experienced as a result of this matter
A Verizon representative spoke with *** *** on 4/**/and explained the billingThe account was billing for telephone service only, and payments *** *** was making covered the phone service The billing for the DSL service was not included on the billThe billing was combined and is billing correctly as of the bill dated 4/*/The past due balance on the 4/*/bill was for DSL service not previously billedThe representative explained that charges for HBO Go the *** *** said were unauthorized were adjustedLate payment charges billed on the bills from November - March have also been adjustedA representative from Verizon financial services contacted *** *** on 5/*/to attempt to make a payment arrangement*** *** stated that she may disconnect the serviceThe representative advised that if she did, she would receive a final bill with an amount due upon receiptThe representative provided the number for the financial services group for *** *** to call should she decide to make a payment arrangement*** *** was referred to the billing office to discuss possibly disconnecting her account
Verizon spoke with *** *** to address his complaint asking for compensation for service disconnected in errorThe company apologized for his inconvenience and frustration then assured him that the early termination fee would be creditedThe customer was then advised that Verizon does not
compensate for time spent on the phone but as a valued customer the company could offer credit for month of his internet service; the customer declined the creditNo credit was issued and the customer is not satisfied
The Terms of Service (Section Part B) states: Except as otherwise set forth in this agreement, if you have chosen to subscribe to a bundled service plan with a minimum term commitment, if any of the bundle services are terminated by you or by us before completing your minimum term, then you agree
to pay Verizon the Early Termination Fee set forth in the bundled service plan you have chosen. The Early Termination Fees are valid
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.Refund check for was received on 10/**/15.It is a very poor reflection on Verizon's customer service that we had to file a complaint with Revdex.com to get this resolvedIt is also very disappointing that once Verizon finally talked to us, it took nearly days to finally receive a refund
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:
There is NO NAME of the person requesting
my phone numberThey have my name! I have a full time job and cannot be reached by phone during the dayVerizon can reach me by email at *** which I've already providedVerizon could have also replied to my MANY posts on *** or my private messages through *** over a week ago - all of which were IGNOREDThere is no need to talk on the phone for verizon to explain why all of my recordings on Apr ** were randomly deleted, why no one restored them, and why my questions were IGNOREDI would prefer those answers in WRITING anyway
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
A Verizon representative spoke with *** *** on October *, in regards to this inquiry. We confirmed there has been a partial credit applied for $and we have applied the additional credit of $for the disputed $charge. We have also applied a credit for the $
late fee. *** *** has accepted these actions as closure to this inquiry
Verizon records show a final account with the customers billing telephone numberThe account has a remaining balance and it was disconnected on 8/**/15.Verizon has made several attempts to contact *** *** via telephone to discuss this matter. Verizon has not been successful in
contacting the customer. We have provided our contact information via mail and Verizon will be happy to reopen this case once the customer makes contact
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 did not change the delivery method to *** Access Point-*** didI stopped by *** access point on 5/**/2016, but access point failed to find my packageVerizon also failed to follow up with ***, especially given the fact that I never even saw the package. The equipment should not be the central focus of this isscould have, and should have, been easily resolved by having an installation technician arrive with an extra equipment and finish the setupInstead, no-show during the initially scheduled 4-hour installation window on 6/**, despite being promised that the technician would come while I calledAfter my initial complaint on Revdex.com, somebody from Verizon executive representative called me, in an arrogant and condescending manner, agreed to send a technician between 8am-noon on 6/*** No-show till 11am on 6/**Then I called customer service, and was told that nobody even told the dispatcher about installation at my place, and it would not be possible to finish installation on 6/**So no-show again. I cancelled my service because of Verizon's failure in appointment adherence, unresponsive, unprofessional and disrespectful customer serviceIn order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
** ***
On 7/**/15, A Verizon customer service representative issued a credit to the account totaling $The representative reviewed the records and submitted a request to remove the pay history. The
representative also submitted a letter of deletion to the credit reporting agencies The customer confirmed that he received the deletion letter from Verizon via email *** *** was advised this process takes up to days for the credit report agencies to update their records. We apologize for any inconvenience experienced as a result of the above matter
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:
Verizon left a message that they were calling me and they did not call backThe DSL line is not working - it goes on and off and sometimes its so slowSimilar problems that we had in the pastThe job is not done
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * ***
Company records show that on 7/**/the customer was mailed a letter confirming deletionOn 7/**/15, a copy of this letter was emailed to the customer at ***. Please be advised it can take up to 30days for the credit report to be updated
Initial Business Response /* (1000, 8, 2015/05/18) */
CONFIDENTIAL COMMUNICATION
May 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
Our records show that an order was placed on Mr***'s account on December 22, 2014, consisting of nine separate items and one free giftAs stated in the inquiry, the entire order was shipped to ***, Milwaukee, WI
The address--as documented by the account activity history--was originally updated as the billing and shipping address on Ms***'s account on June 1, On October 11, 2014, only the billing address was updated to N35th St., Milwaukee, WI while the shipping address remained unchangedThis is how the addresses were configured on Ms***'s account at the time the order in question was placed
A review of the recording of the phone order confirms that the agent stated it would be sent to N35th St., and asked Ms*** if that was correct; Ms*** stated that it wasHowever, the actual shipping address was still set to the address, and was shipped accordinglyWe sincerely apologize for this error, and will provide the necessary coaching to the agent in question
We have issued an account credit covering the entire cost of the order, including shipping/handling, as a remedyAll related late fees and interest that accrued as a result of this matter have also been creditedThese adjustments will reflect on a future monthly billing statement for Ms***'s records
Our records show that Ms*** had a pre-existing balance before placing the December order that was not receivedWe did not find that a formal billing dispute was ever submitted to us about this matter, which we would have needed to adjust her monthly payment to reflect what was owed for the earlier purchases onlyAs Ms*** remained obligated to make at least the minimum amount due but instead withheld payment, we cannot remove the past due payment history that has been reported to the credit agenciesIt is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies
Ms***'s next monthly statement that generates and mails on June 13, will reflect her correct billing information and adjusted minimum amount due
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Finger Hut sending my balance to a creditorThe payment amount was twice as much as I had to originally payI do thank Finger Hut for finally taking off the amount I did not owe, and I do not have a problem with paying my previous billI had a payment plan with the company, and I hope the agreement still standsI did not do anything wrong, my account should not go to a creditor, it should be the same arrangement that it was before this incident occurredI did not refuse to pay on my previous order I just could not afford the amount that was presented to me
Final Business Response /* (4000, 12, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** ***
As a reassurance to Ms***, we are not sending her "balance to a creditor" or making any other changes to her account that she should be concerned aboutWe apologize if something in our previous response gave her this impression, as it was not our intent to do so
We have adjusted her minimum monthly payment to the lower amount of $17.99--the same or very close to her payment amount before the order from December Our records show that her next payment will not be due until July 9,
Ms*** states that she "had a payment plan" with us in the past, which our records confirm was trueThis plan was actually a recurring, automatic monthly payment schedule that allowed her payment to be made automatically on the same date each month
While she is not currently on this plan, Ms*** can either set it up herself by logging into her web account at Fingerhut.com/MyAccount or receive assistance over the phone by calling ***, Monday through Friday, a.mto p.mCentral Time
Having provided all information available to us, we consider this matter closedThank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Final Consumer Response /* (2000, 14, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the outcome on this matterThank you Revdex.com for all your help
Please be advised, Verizon records reflect the consumer subscribes to the Verizon's FiOS Digital Voice Triple Play package priced at $per month thru 6/**/2017. This pricing does not include equipment, taxes, surcharges, etcThe FiOS TV Broadcast fee of $was added to the
account causing the overall increase in billing. This monthly fee helps cover a portion of the costs currently charged by local programming providers to Verizon for basic tier programming channels and is subject to changeAn order confirmation email was sent to the consumer on 4/**/outlining the services/fees to be billed going forwardAs of 5/**/Verizon has added a $promotional discount to the consumers account (to be received for consecutive months, to assist with the recent fee and increased taxes)Verizon's business office agents have advised attempts were made to speak with the consumer to review the account, however they were unsuccessful in reaching the consumerA please call letter will be mailed in hopes of speaking with the consumer to review the account
A Specialist spoke with the customer on May *** to discuss her services. The customer is stating that she signed up for a triple play for about $a month after taxes. According to our records, the customer original order for her triple play (FIOS Digital Voice, TV Select HD and
50/internet) was estimated at $a month. On July **, her triple play services changed to (FIOS Digital Voice, Extreme HD TV, Showtime, HBO and 50/internet) was estimated at $a month. The customer had called and wanted to keep premium channels, but reduce her cost and was considering porting to Time Warner. The account was disconnected in error later on in the day on July ***. A new order was written to put the services back on for the customer on July ***. The triple play (FIOS Digital Voice, TV Unlimited HD, Movie Package Ultimate HD, HBO, and 50/Internet) had an estimated bill of $217.50. The customer's price has remained the same since the services were reconnected on July **, 2016. The customer called to inquire about pricing once in October of and the Specialist explained to her that the pricing was with the TV tier of Extreme and she has Ultimate TV. The Specialist offered to downgrade her TV tier to Extreme TV and she would qualify for whatever the pricing is now. The customer refused and stated "*** *** * *** ** *** ** ***". The customer refused to allow the Specialist to make any changes to this account. The Specialist explained to the customer that she does not have the TV tier that she keeps referencing on the Simple Order Confirmation from July **, of $The customer has not called the Specialist back to inquire or make changes (downgrade)The Specialist apologized to the customer and advised that her bill is not $and sustained all charges.On May *** a Technical Specialist spoke with the customer to discuss the slow speeds over wireless and loss of connection over hardwired and wireless. The circuit tested okay, but there were signs of Interference. The customer indicated she has a Samsung Smart TV that keeps dropping connection as well but that is the hardwired device. The Technical Specialist verified the Samsung TV hardwired and configured for hardware vs wireless. The customer indicates she has already tried changing out the Ethernet cable between the router and the TVThe Technical Specialist recommended we drop ship a replacement router to start trying to isolate the trouble and the customer agreedThe Technical Specialist advised the customer we will monitor the case and reach out to her when we see the replacement has been delivered.The Technical Specialist spoke with the customer again on May *** and helped her get the new router hooked up, ran speed test on one of her computers which connected to 5G, it was the only one currently hooked up but she was getting 101/on that device. She was extremely happy with the speed the computer was gettingThe Technical Specialist educated the customer to use the MyFios app to change her password and network name to what she was previously using for everything. The Technical Specialist set a follfor a week out to verify connection and speed over the next week or so to make sure it's still good.The Technical Specialist reached out to the customer on May *** to verify the service was working. The customer stated the service was working fine
Dear *** ***, Per *** ***'s previous conversation with the Executive Relations team, Verizon referred this matter to our Financial Services team for investigationAs a result, we found that *** *** under account number *** had a final bill with a statement date of April **, 2016 with a total balance of $*** *** made payments of $73.63, $47.27, $50.00, and another $to the collection agency on file. There was a difference owed and not paid in the amount of $*** *** has settled the account, meaning he paid less than what was owed, and is not legally responsible for the remaining balanceSettled accounts are not removed from credit reports; but are reported as paid collection with customer paying less than what was owedBecause this matter was already addressed and paid through a Collections Agency our financial department can not make any additional changesWe have educated *** *** in regards to thisVerizon has concluded this is our final determination
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 resolvedThank you for your efforts and support.
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:
Dear Verizon,I understand very clearly that this upgrade will save you money What we disagree over, is the fact that you are forcing your customer to pay for the hardware upgrade for your company to capitalize on the savings. Still dis-satisfied,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Thank you for crediting back the amountSorry I forgot to state my name (*** ***), because my grandparents were confused when the Verizon representative asked to speak to their "grandson"! I was at work but I gave the home phone number so you could speak with them directly, and I thank you for speaking with themLike I said, no one has ever ordered pay per view anything, nor do we watch boxingNo offense but from what I've seen in the commercials boxing is boring, I would never pay $to watch something like that, I would rather put that money toward a live hockey match if I wanted to see more exciting brawlsI will be keeping a careful eye on both cable box order historiesIf this issue occurs again I will definitely take pictures on my phone of whatever is on the screen, and keeping an ear out for any neighbors that discuss watching pay per viewhonestly hoping neighbors aren't leeching off our cable, but I know Fios is more secure than that so really hoping that wasn't what happenedI will also make sure to go over the controls with my grandparents. Thank you, *** ***
According to our records, the customer has call forwarding variable correctly provisioned and programmed on the lineThe customer is responsible for activating the feature and forwarding calls to the chosen numberThe customer was attempting to forward calls to a long distance number but he
did not have long distance service on the accountVerizon contacted the customer and explained that he would need to add long distance which he declinedThe customer is able to forward calls to a toll free number and it is working. Verizon issued credit of $for the call forwarding not working for two weeks and we also issued a $courtesy credit for his inconvenienceVerizon apologizes for the inconvenience the customer experienced as a result of this matter
A Verizon representative spoke with *** *** on 4/**/and explained the billingThe account was billing for telephone service only, and payments *** *** was making covered the phone service The billing for the DSL service was not included on the billThe billing was combined and is billing correctly as of the bill dated 4/*/The past due balance on the 4/*/bill was for DSL service not previously billedThe representative explained that charges for HBO Go the *** *** said were unauthorized were adjustedLate payment charges billed on the bills from November - March have also been adjustedA representative from Verizon financial services contacted *** *** on 5/*/to attempt to make a payment arrangement*** *** stated that she may disconnect the serviceThe representative advised that if she did, she would receive a final bill with an amount due upon receiptThe representative provided the number for the financial services group for *** *** to call should she decide to make a payment arrangement*** *** was referred to the billing office to discuss possibly disconnecting her account
Verizon spoke with *** *** to address his complaint asking for compensation for service disconnected in errorThe company apologized for his inconvenience and frustration then assured him that the early termination fee would be creditedThe customer was then advised that Verizon does not
compensate for time spent on the phone but as a valued customer the company could offer credit for month of his internet service; the customer declined the creditNo credit was issued and the customer is not satisfied
The Terms of Service (Section Part B) states: Except as otherwise set forth in this agreement, if you have chosen to subscribe to a bundled service plan with a minimum term commitment, if any of the bundle services are terminated by you or by us before completing your minimum term, then you agree
to pay Verizon the Early Termination Fee set forth in the bundled service plan you have chosen. The Early Termination Fees are valid
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.Refund check for was received on 10/**/15.It is a very poor reflection on Verizon's customer service that we had to file a complaint with Revdex.com to get this resolvedIt is also very disappointing that once Verizon finally talked to us, it took nearly days to finally receive a refund
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:
There is NO NAME of the person requesting
my phone numberThey have my name! I have a full time job and cannot be reached by phone during the dayVerizon can reach me by email at *** which I've already providedVerizon could have also replied to my MANY posts on *** or my private messages through *** over a week ago - all of which were IGNOREDThere is no need to talk on the phone for verizon to explain why all of my recordings on Apr ** were randomly deleted, why no one restored them, and why my questions were IGNOREDI would prefer those answers in WRITING anyway
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Our Repair rep Called ** *** on ###-###-#### and left a voicemail. She will call back to confirm DSL service working. Case closed
A Verizon representative spoke with *** *** on October *, in regards to this inquiry. We confirmed there has been a partial credit applied for $and we have applied the additional credit of $for the disputed $charge. We have also applied a credit for the $
late fee. *** *** has accepted these actions as closure to this inquiry
Verizon records show a final account with the customers billing telephone numberThe account has a remaining balance and it was disconnected on 8/**/15.Verizon has made several attempts to contact *** *** via telephone to discuss this matter. Verizon has not been successful in
contacting the customer. We have provided our contact information via mail and Verizon will be happy to reopen this case once the customer makes contact
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 did not change the delivery method to *** Access Point-*** didI stopped by *** access point on 5/**/2016, but access point failed to find my packageVerizon also failed to follow up with ***, especially given the fact that I never even saw the package. The equipment should not be the central focus of this isscould have, and should have, been easily resolved by having an installation technician arrive with an extra equipment and finish the setupInstead, no-show during the initially scheduled 4-hour installation window on 6/**, despite being promised that the technician would come while I calledAfter my initial complaint on Revdex.com, somebody from Verizon executive representative called me, in an arrogant and condescending manner, agreed to send a technician between 8am-noon on 6/*** No-show till 11am on 6/**Then I called customer service, and was told that nobody even told the dispatcher about installation at my place, and it would not be possible to finish installation on 6/**So no-show again. I cancelled my service because of Verizon's failure in appointment adherence, unresponsive, unprofessional and disrespectful customer serviceIn order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
** ***
On 7/**/15, A Verizon customer service representative issued a credit to the account totaling $The representative reviewed the records and submitted a request to remove the pay history. The
representative also submitted a letter of deletion to the credit reporting agencies The customer confirmed that he received the deletion letter from Verizon via email *** *** was advised this process takes up to days for the credit report agencies to update their records. We apologize for any inconvenience experienced as a result of the above matter
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:
Verizon left a message that they were calling me and they did not call backThe DSL line is not working - it goes on and off and sometimes its so slowSimilar problems that we had in the pastThe job is not done
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * ***
Company records show that on 7/**/the customer was mailed a letter confirming deletionOn 7/**/15, a copy of this letter was emailed to the customer at ***. Please be advised it can take up to 30days for the credit report to be updated
Initial Business Response /* (1000, 8, 2015/05/18) */
CONFIDENTIAL COMMUNICATION
May 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
Our records show that an order was placed on Mr***'s account on December 22, 2014, consisting of nine separate items and one free giftAs stated in the inquiry, the entire order was shipped to ***, Milwaukee, WI
The address--as documented by the account activity history--was originally updated as the billing and shipping address on Ms***'s account on June 1, On October 11, 2014, only the billing address was updated to N35th St., Milwaukee, WI while the shipping address remained unchangedThis is how the addresses were configured on Ms***'s account at the time the order in question was placed
A review of the recording of the phone order confirms that the agent stated it would be sent to N35th St., and asked Ms*** if that was correct; Ms*** stated that it wasHowever, the actual shipping address was still set to the address, and was shipped accordinglyWe sincerely apologize for this error, and will provide the necessary coaching to the agent in question
We have issued an account credit covering the entire cost of the order, including shipping/handling, as a remedyAll related late fees and interest that accrued as a result of this matter have also been creditedThese adjustments will reflect on a future monthly billing statement for Ms***'s records
Our records show that Ms*** had a pre-existing balance before placing the December order that was not receivedWe did not find that a formal billing dispute was ever submitted to us about this matter, which we would have needed to adjust her monthly payment to reflect what was owed for the earlier purchases onlyAs Ms*** remained obligated to make at least the minimum amount due but instead withheld payment, we cannot remove the past due payment history that has been reported to the credit agenciesIt is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies
Ms***'s next monthly statement that generates and mails on June 13, will reflect her correct billing information and adjusted minimum amount due
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Finger Hut sending my balance to a creditorThe payment amount was twice as much as I had to originally payI do thank Finger Hut for finally taking off the amount I did not owe, and I do not have a problem with paying my previous billI had a payment plan with the company, and I hope the agreement still standsI did not do anything wrong, my account should not go to a creditor, it should be the same arrangement that it was before this incident occurredI did not refuse to pay on my previous order I just could not afford the amount that was presented to me
Final Business Response /* (4000, 12, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** ***
As a reassurance to Ms***, we are not sending her "balance to a creditor" or making any other changes to her account that she should be concerned aboutWe apologize if something in our previous response gave her this impression, as it was not our intent to do so
We have adjusted her minimum monthly payment to the lower amount of $17.99--the same or very close to her payment amount before the order from December Our records show that her next payment will not be due until July 9,
Ms*** states that she "had a payment plan" with us in the past, which our records confirm was trueThis plan was actually a recurring, automatic monthly payment schedule that allowed her payment to be made automatically on the same date each month
While she is not currently on this plan, Ms*** can either set it up herself by logging into her web account at Fingerhut.com/MyAccount or receive assistance over the phone by calling ***, Monday through Friday, a.mto p.mCentral Time
Having provided all information available to us, we consider this matter closedThank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Final Consumer Response /* (2000, 14, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the outcome on this matterThank you Revdex.com for all your help
Please be advised, Verizon records reflect the consumer subscribes to the Verizon's FiOS Digital Voice Triple Play package priced at $per month thru 6/**/2017. This pricing does not include equipment, taxes, surcharges, etcThe FiOS TV Broadcast fee of $was added to the
account causing the overall increase in billing. This monthly fee helps cover a portion of the costs currently charged by local programming providers to Verizon for basic tier programming channels and is subject to changeAn order confirmation email was sent to the consumer on 4/**/outlining the services/fees to be billed going forwardAs of 5/**/Verizon has added a $promotional discount to the consumers account (to be received for consecutive months, to assist with the recent fee and increased taxes)Verizon's business office agents have advised attempts were made to speak with the consumer to review the account, however they were unsuccessful in reaching the consumerA please call letter will be mailed in hopes of speaking with the consumer to review the account
A Specialist spoke with the customer on May *** to discuss her services. The customer is stating that she signed up for a triple play for about $a month after taxes. According to our records, the customer original order for her triple play (FIOS Digital Voice, TV Select HD and
50/internet) was estimated at $a month. On July **, her triple play services changed to (FIOS Digital Voice, Extreme HD TV, Showtime, HBO and 50/internet) was estimated at $a month. The customer had called and wanted to keep premium channels, but reduce her cost and was considering porting to Time Warner. The account was disconnected in error later on in the day on July ***. A new order was written to put the services back on for the customer on July ***. The triple play (FIOS Digital Voice, TV Unlimited HD, Movie Package Ultimate HD, HBO, and 50/Internet) had an estimated bill of $217.50. The customer's price has remained the same since the services were reconnected on July **, 2016. The customer called to inquire about pricing once in October of and the Specialist explained to her that the pricing was with the TV tier of Extreme and she has Ultimate TV. The Specialist offered to downgrade her TV tier to Extreme TV and she would qualify for whatever the pricing is now. The customer refused and stated "*** *** * *** ** *** ** ***". The customer refused to allow the Specialist to make any changes to this account. The Specialist explained to the customer that she does not have the TV tier that she keeps referencing on the Simple Order Confirmation from July **, of $The customer has not called the Specialist back to inquire or make changes (downgrade)The Specialist apologized to the customer and advised that her bill is not $and sustained all charges.On May *** a Technical Specialist spoke with the customer to discuss the slow speeds over wireless and loss of connection over hardwired and wireless. The circuit tested okay, but there were signs of Interference. The customer indicated she has a Samsung Smart TV that keeps dropping connection as well but that is the hardwired device. The Technical Specialist verified the Samsung TV hardwired and configured for hardware vs wireless. The customer indicates she has already tried changing out the Ethernet cable between the router and the TVThe Technical Specialist recommended we drop ship a replacement router to start trying to isolate the trouble and the customer agreedThe Technical Specialist advised the customer we will monitor the case and reach out to her when we see the replacement has been delivered.The Technical Specialist spoke with the customer again on May *** and helped her get the new router hooked up, ran speed test on one of her computers which connected to 5G, it was the only one currently hooked up but she was getting 101/on that device. She was extremely happy with the speed the computer was gettingThe Technical Specialist educated the customer to use the MyFios app to change her password and network name to what she was previously using for everything. The Technical Specialist set a follfor a week out to verify connection and speed over the next week or so to make sure it's still good.The Technical Specialist reached out to the customer on May *** to verify the service was working. The customer stated the service was working fine