A Specialist spoke with the customer on January **, 2018 to discuss his billing. According to our records, the Specialist spoke with the customer and advised him of their conversation in January 2017 in which he was given a 30 day window to disconnect his service without an early termination...
fee. At the time the Specialist offered the 30 day window the customer still had a year left in his contract. The customer requested that offer again and the Specialist stated she couldn’t offer again. On January *, 2017 the customer received an additional discount of $20.00 a month for 12 months for a total savings of $240.00. This discount expired on January *, 2018. The customer was offered the only available discount of $4.00 x 12 months and he declined the offer. The Specialist gave a very clear explanation of the bill and advised the customer of when his current discounts will expire. The discounts and when they expire are clearly written on each bill. The customer has exhausted all other retain discounts available on his account.
Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[The advertisement was in Veriizon Website which said nothing about cable boxes not being included. see the attached screenshot This is what I responded to on verizon website. I was sent sent a email from verizon confirming the prices for month1 1, months 2-24 and month 25-36. The price included equipment charges. Verizon now states that this was only an estimate. The email says nothing about it being an estimate. I can fax a copy of email if needed.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 16, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Jr., [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states that twice we disabled his automatic payment plans and he received no notification from us until a month later. Mr. [redacted] claims as a result of these missed payments, a 30-day late was recently reported to the bureaus. He states we then reduced his credit limit, and the total effect of these changes caused his credit score to drop 100-plus points, which prevented him from buying a home. Mr. [redacted] requests that we remove the 30-day late payment reporting and also restore his previous credit limit. In researching this issue, we agree that Mr. [redacted] has had multiple automatic payment schedules within the past year. On June 26, 2015, he authorized a customer service representative to activate an automatic payment schedule with his Visa debit card ending ‘[redacted]’. It was set to take “the minimum amount due,” beginning July 3, 2015 and on the third of each month thereafter until July 3, 2017. Payments were successfully made under this schedule, but it was terminated on October 4, 2015 because Mr. [redacted] had deleted this payment schedule via his web account. Please note that payment decisions, including automatic payment schedules, are something customers control themselves via the self-service payment options available on their web account. Unless a customer contacts us, we would not make any changes to them. We have no record of making changes to any of Mr. [redacted]’s payment schedules without his consent. On November 3, 2015 no payment was received from Mr. [redacted]. On November, 4, 2015, a representative called Mr. [redacted] with a payment reminder. Mr. [redacted] declined making a payment at that time and indicated he would pay via his web account, which he did and paid current that same day. He also activated a new automatic payment schedule via his web account on November 4, 2015.We were also able to identify what caused the termination of this payment schedule. When we attempted to take a payment on March 4, 2016 with Visa ending ‘[redacted]’, it was returned as invalid for the reason of “payment decline” due to the card expiring at the beginning of the month. In the months that followed, records show that Mr. [redacted] made individual payments via his web account. While payments were made each month, they were made a few days after his due date of the third. We reviewed the credit bureau reporting for this account, and found that it was reported as 30-days late in July 2016. Due to the circumstances unique to this issue, as a one-time courtesy we have sent a request to remove the 30-day late mark from the credit bureaus. Mr. [redacted] should allow up to 60 days for the update to process and see it reflecting on his credit files. We strongly advise Mr. [redacted] to update his schedule’s current payment date to ensure that his account is paid on time and for the correct amount each month. In addition, Mr. [redacted]’s recent credit line reduction with us was entirely unrelated to these payment issues. On April 1, 2016, Mr. [redacted]’s regular credit limit of $1700 received a temporary line increase of $600, set to expire on June 30, 2016. Please understand that while a temporary increase is in effect, the regular limit will receive an increase equal to the amount of purchase(s) made; if no purchases are made in the allowed timeframe, the temporary increase expires and the regular limit is restored. With respect to Mr. [redacted]’s account, no purchases were made, so his credit limit was restored back to his regular $1700 amount. We realize Mr. [redacted] has a concern about the potential impact this process could have on his credit score. However, credit scoring companies do not reveal how, specifically, their scoring systems function. Please note that we accommodate customer requests to opt out of receiving these increases, but if they choose to do so, it will stop any potential permanent line increases from being issued as well. If Mr. [redacted] would like to opt out of receiving credit line increases, he may contact customer service at ###-###-####, Monday – Friday, 8 a.m. – 8 p.m. Central Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted]Executive Care Team VF/ah
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION March 16, 2017 Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms. [redacted]...
[redacted] regarding the advertising for the Spindrift Cardigan. In Ms. [redacted]’s complaint she states she believed she was purchasing three sweater sets in her order. When her package was received, she only received 3 Spindrift Cardigans. Ms. [redacted] states when she contacted customer service regarding this issue she was informed the pieces had to be ordered separately. Ms. [redacted] also spoke to a supervisor requesting the Spindrift Shells be sent at no extra charge to her and the supervisor stated this could not be done. Ms. [redacted]’s desired resolution is the Spindrift Shells be sent at no additional charge. In the catalog, the items are described as Spindrift sweaters. Before the item name and description of the item and states 2 different letters for the separate pieces. For the Spindrift Cardigan it states in part “create a twin set and layer over the Spindrift Shell.” The catalog then lists the sizes available and the price. The next item directly below the Spindrift Cardigan is the listing for the Spindrift Shell. This item is described as an “indispensable layering piece.” Below the description is also the sizes available and prices. The pictures of the Spindrift cardigan and shell in the catalog are also labled with the two different letters that coincide with each description. The Spindrift Cardigan is item number A06054 and retails for $29.99 each. The Spindrift Shell is item number A06055 and retails for $24.99 each. These items are sold separately. Ms. [redacted] received 20% off her order and if she wishes to purchase the matching shells this discount will also be honored. If Ms. [redacted] chooses to return the Cardigans her return label fee has been waived and credit will be processed to the original form of payment. If Ms. [redacted] has any additional questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Friday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
Executive Relations/[redacted]. Revdex.com case # [redacted]. 5/**/15 10:52am. [redacted] responded to my call office email with a call back. [redacted] advised me that the VOICE quit working yesterday so he opened a trouble ticket, [redacted], last night but was given a commit of tomorrow which will not work for...
him due to an elderly parent he needs to stay in contact with. I advised [redacted] that I will contact our dispatch and expedite the tech out today but I will need someone available over 18. [redacted] believes it is tied to the cancelled FiOS order thus inquired why someone is needed to be present for our tech. I advised him we want to make sure we have dial tone restored w/n the home so we do not have to send a tech back out. [redacted] advised he can be available between 1pm-3pm today. I advised him that I will call him back w/n 30 minutes onceI receive confirmation of the expedite. [redacted] provided me his mother's [redacted]. Executive Relations/[redacted] case # [redacted]. I received an update from dispatch that tech restored dial tone for customer. 5/**/15 3:53pm. I called [redacted] & left message on answering machine for [redacted] that this is my promised follow up call & to call me at [redacted] ext [redacted] so we can close his Revdex.com inquiry. Executive Relations/[redacted]. case #[redacted]. 5/**/15 6:28pm. [redacted] returned my call to verify dial tone as well as address his concerns on what occurred. I provided a $25 SPG for missed commit in cancelling his order and restoring dial tone.
Verizon’s records show the customer requested to disconnect service on 8/**/16. The customer’s billing cycle was 8/**/16 and a full month’s bill generated. The total amount of the 8/**/16 bill was $340.29 and included charges of $90.65 for Verizon Wireless service from 6/**/16...
through 7/**/16. Customers who subscribe to One Bill have their Verizon Wireless bill paid by Verizon Communications. Verizon received the customer’s payment of $340.29 on 8/**/16 and forwarded payment to Verizon Wireless for the charges due of $90.65. On 9/**/16, the customer was refunded the remaining credit balance that totaled $247.82. Several attempts have been made to contact the customer by phone. Verizon has not been successful in reaching the customer via phone to discuss this matter. Verizon has provided the information above via voicemail and US mail and we have included our contact information should the customer need to call.
Upon receipt of the complaint, a message was left on the customer's voice mail on August **, 2017. As the customer returned the call the same day, the customer stated she called after noticing the increase in the bill statement. It was explained the contract was renewed in April...
2016, a Service Order Confirmation was emailed detailing the services, monthly bundle price and discounts. The $25.00 discount expired on July **, 2017 and the remaining $5.00 is due to expire on April **, 2018. I apologized for the inconvenience and her concerns were referred to the appropriate department to review and investigate. Our representative spoke with the customer the same day. An order was issued adding a $25.00 discount for 12 months to the account reducing the monthly bundle price and a $25.00 one time credit was issued for the expired discount which will appear on the August [redacted] 2017 bill statement. The customer is satisfied that the issue is resolved and had no additional concerns.
S&N advised Verizon on 12/**/15, Compo and seed was placed by their crew on 11/**/15. If the customer has additional concerns he would need to contact them directly.
According to record, the customer's service outage was part of a cable failure, which Verizon repaired on February **, 2017. The customer was informed credit will be issued for outage experienced January **, 2017 - February **, 2017, which will appear on the February **, 2017 bill statement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have...
determined that my complaint has NOT been resolved because I have returned calls to Verizon. A Mrs. Jones left me a VM and I called her and left a VM on December ** and **. Her VM says she returns calls within 24 hours, which normally she may, but could have been interrupted by the Christmas holiday. A second person had left a VM on my home line. We called her back, but her VM is full and a message cannot be left. We also called Verizon customer service, yet again, and after one hour on the phone with the Philippine call center, a ROC was again created, but we have had no resolution.Please ask Verizon to use my [redacted] number as no one is home during the day. They seem to be leaving calls at my home phone (which is a Verizon number).Thank you,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/11) */
CONFIDENTIAL COMMUNICATION
September 11, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case #[redacted]- [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is correct, her monthly payment due date is the 3rd of each month. Ms. [redacted]'s account indicates we received payments from her on June 4, 2015, July 8, 2015, August 4, 2015 and September 3, 2015.
Our records indicate Ms. [redacted]'s statements were delivered to her via email at [redacted]@AOL.COM. The payment due date is indicated on each monthly statement.
Please understand that a late fee is assessed when a payment is received past the scheduled due date or when it does not meet the required amount due. Late fees for Fingerhut customers will be equal to the minimum amount due, but not more than $26 for the first time offense. If the customer is charged a second late fee within 6 months, it will not be more than $37. Ms. [redacted]'s account accrued several late fees for this reason, and interest charges accrued at the end of each billing cycle every month a balance was carried.
As a one- time courtesy we have issued a credit for two Late Fees to Ms. [redacted]'s account. She will see this credit on her October 7, 2015 billing statement.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since the issue was partly my fault....I accept their response. However, I do feel a charge of $37 is way to much for a 1 day late fee. That's what banks charge and they are not a bank. Thank you
for helping me solve this issue.
ERT/William/[redacted] spoke with [redacted] and confirmed that we've got him set for 11/** am dispatch. I apologized for any agents he spoke to who may have treated him rudely. [redacted] services are down and require a tech visit to resolve, however there are no techs available...
until Friday 11/** due to the Thanksgiving holiday and heavy work load in the area (they're actually overbooked).
2016 ...⇄ Revdex.com of Minnesota �...⇄ [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the order she placed with Fingerhut in December was returned. She states she has made payments until March 2016 and is now being reported late to the credit bureaus. She would like the amount of the return refunded and her credit report to reflect this information. Our records indicate Ms. [redacted] purchased a Bearpaw Women’s Emma 10" Boot on December 8, 2015. She also purchased an Ultra Violet Chenille Bean Bag Chair on December 10, 2015. Our records indicate that the communication we received from Ms. [redacted] regarding these two items were not about returning the items. On December 8, 2015, she emailed us with a question about a promo code. On December 9, 2015, she chatted with one of our agents to ask about a product that she had ordered, but was canceled due to no inventory. There are no records regarding her stating she would return either of those items, and there are no notes indicating the bean bag chair had a hole in it. At this time we have not received either of the products as a return from Ms. [redacted]. Ms. [redacted] will be unable to return the merchandise as we require returns and exchanges to be made in accordance to our return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. The last payment we received from Ms. [redacted] was on March 3, 2016 in the amount of $20.99. At this time her current balance is $369.21. A minimum payment of $152.94 is due by September 3, 2016. To make payment arrangements Ms. [redacted] may contact our Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Verizon still insists that the work that was done requires a technician visit and assured me that every customer that wants to upgrade to their new gigabit plan will also require the same service. It is apparently impossible to do the upgrade in their system without sending out a technician. This means that Verizon will be charging every customer looking to upgrade $90 to send someone out to plug in an Ethernet cable. Your options are pay it or don't upgrade to the latest speed which the reps stressed only they provide.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of the complaint, we spoke with the customer on August **, 2016 and apologized for the inconvenience. The issue was referred to the appropriate department to review and investigate. We spoke with a Promotions representative who advised the customer spoke with their...
representative on August 5 regarding this issue which was escalated. They are processing a $350.00 check which will be mailed from Texas and he should allow 7 to 10 business days to receive it. His mailing address was verified. An email was sent to the customer on August ** as a follow up who advised the check has been deposited and accepted in his account. He is satisfied.
A Specialist spoke with the customer on January **, 2018 to discuss his billing. According to our records, the Specialist spoke with the customer and advised him of their conversation in January 2017 in which he was given a 30 day window to disconnect his service without an early termination...
fee. At the time the Specialist offered the 30 day window the customer still had a year left in his contract. The customer requested that offer again and the Specialist stated she couldn’t offer again. On January *, 2017 the customer received an additional discount of $20.00 a month for 12 months for a total savings of $240.00. This discount expired on January *, 2018. The customer was offered the only available discount of $4.00 x 12 months and he declined the offer. The Specialist gave a very clear explanation of the bill and advised the customer of when his current discounts will expire. The discounts and when they expire are clearly written on each bill. The customer has exhausted all other retain discounts available on his account.
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[The advertisement was in Veriizon Website which said nothing about cable boxes not being included. see the attached screenshot This is what I responded to on verizon website. I was sent sent a email from verizon confirming the prices for month1 1, months 2-24 and month 25-36. The price included equipment charges. Verizon now states that this was only an estimate. The email says nothing about it being an estimate. I can fax a copy of email if needed.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 16, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Jr., [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states that twice we disabled his automatic payment plans and he received no notification from us until a month later. Mr. [redacted] claims as a result of these missed payments, a 30-day late was recently reported to the bureaus. He states we then reduced his credit limit, and the total effect of these changes caused his credit score to drop 100-plus points, which prevented him from buying a home. Mr. [redacted] requests that we remove the 30-day late payment reporting and also restore his previous credit limit. In researching this issue, we agree that Mr. [redacted] has had multiple automatic payment schedules within the past year. On June 26, 2015, he authorized a customer service representative to activate an automatic payment schedule with his Visa debit card ending ‘[redacted]’. It was set to take “the minimum amount due,” beginning July 3, 2015 and on the third of each month thereafter until July 3, 2017. Payments were successfully made under this schedule, but it was terminated on October 4, 2015 because Mr. [redacted] had deleted this payment schedule via his web account. Please note that payment decisions, including automatic payment schedules, are something customers control themselves via the self-service payment options available on their web account. Unless a customer contacts us, we would not make any changes to them. We have no record of making changes to any of Mr. [redacted]’s payment schedules without his consent. On November 3, 2015 no payment was received from Mr. [redacted]. On November, 4, 2015, a representative called Mr. [redacted] with a payment reminder. Mr. [redacted] declined making a payment at that time and indicated he would pay via his web account, which he did and paid current that same day. He also activated a new automatic payment schedule via his web account on November 4, 2015.We were also able to identify what caused the termination of this payment schedule. When we attempted to take a payment on March 4, 2016 with Visa ending ‘[redacted]’, it was returned as invalid for the reason of “payment decline” due to the card expiring at the beginning of the month. In the months that followed, records show that Mr. [redacted] made individual payments via his web account. While payments were made each month, they were made a few days after his due date of the third. We reviewed the credit bureau reporting for this account, and found that it was reported as 30-days late in July 2016. Due to the circumstances unique to this issue, as a one-time courtesy we have sent a request to remove the 30-day late mark from the credit bureaus. Mr. [redacted] should allow up to 60 days for the update to process and see it reflecting on his credit files. We strongly advise Mr. [redacted] to update his schedule’s current payment date to ensure that his account is paid on time and for the correct amount each month. In addition, Mr. [redacted]’s recent credit line reduction with us was entirely unrelated to these payment issues. On April 1, 2016, Mr. [redacted]’s regular credit limit of $1700 received a temporary line increase of $600, set to expire on June 30, 2016. Please understand that while a temporary increase is in effect, the regular limit will receive an increase equal to the amount of purchase(s) made; if no purchases are made in the allowed timeframe, the temporary increase expires and the regular limit is restored. With respect to Mr. [redacted]’s account, no purchases were made, so his credit limit was restored back to his regular $1700 amount. We realize Mr. [redacted] has a concern about the potential impact this process could have on his credit score. However, credit scoring companies do not reveal how, specifically, their scoring systems function. Please note that we accommodate customer requests to opt out of receiving these increases, but if they choose to do so, it will stop any potential permanent line increases from being issued as well. If Mr. [redacted] would like to opt out of receiving credit line increases, he may contact customer service at ###-###-####, Monday – Friday, 8 a.m. – 8 p.m. Central Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted]Executive Care Team VF/ah
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION March 16, 2017 Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms. [redacted]...
[redacted] regarding the advertising for the Spindrift Cardigan. In Ms. [redacted]’s complaint she states she believed she was purchasing three sweater sets in her order. When her package was received, she only received 3 Spindrift Cardigans. Ms. [redacted] states when she contacted customer service regarding this issue she was informed the pieces had to be ordered separately. Ms. [redacted] also spoke to a supervisor requesting the Spindrift Shells be sent at no extra charge to her and the supervisor stated this could not be done. Ms. [redacted]’s desired resolution is the Spindrift Shells be sent at no additional charge. In the catalog, the items are described as Spindrift sweaters. Before the item name and description of the item and states 2 different letters for the separate pieces. For the Spindrift Cardigan it states in part “create a twin set and layer over the Spindrift Shell.” The catalog then lists the sizes available and the price. The next item directly below the Spindrift Cardigan is the listing for the Spindrift Shell. This item is described as an “indispensable layering piece.” Below the description is also the sizes available and prices. The pictures of the Spindrift cardigan and shell in the catalog are also labled with the two different letters that coincide with each description. The Spindrift Cardigan is item number A06054 and retails for $29.99 each. The Spindrift Shell is item number A06055 and retails for $24.99 each. These items are sold separately. Ms. [redacted] received 20% off her order and if she wishes to purchase the matching shells this discount will also be honored. If Ms. [redacted] chooses to return the Cardigans her return label fee has been waived and credit will be processed to the original form of payment. If Ms. [redacted] has any additional questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Friday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
Executive Relations/[redacted]. Revdex.com case # [redacted]. 5/**/15 10:52am. [redacted] responded to my call office email with a call back. [redacted] advised me that the VOICE quit working yesterday so he opened a trouble ticket, [redacted], last night but was given a commit of tomorrow which will not work for...
him due to an elderly parent he needs to stay in contact with. I advised [redacted] that I will contact our dispatch and expedite the tech out today but I will need someone available over 18. [redacted] believes it is tied to the cancelled FiOS order thus inquired why someone is needed to be present for our tech. I advised him we want to make sure we have dial tone restored w/n the home so we do not have to send a tech back out. [redacted] advised he can be available between 1pm-3pm today. I advised him that I will call him back w/n 30 minutes onceI receive confirmation of the expedite. [redacted] provided me his mother's [redacted]. Executive Relations/[redacted] case # [redacted]. I received an update from dispatch that tech restored dial tone for customer. 5/**/15 3:53pm. I called [redacted] & left message on answering machine for [redacted] that this is my promised follow up call & to call me at [redacted] ext [redacted] so we can close his Revdex.com inquiry. Executive Relations/[redacted]. case #[redacted]. 5/**/15 6:28pm. [redacted] returned my call to verify dial tone as well as address his concerns on what occurred. I provided a $25 SPG for missed commit in cancelling his order and restoring dial tone.
Verizon’s records show the customer requested to disconnect service on 8/**/16. The customer’s billing cycle was 8/**/16 and a full month’s bill generated. The total amount of the 8/**/16 bill was $340.29 and included charges of $90.65 for Verizon Wireless service from 6/**/16...
through 7/**/16. Customers who subscribe to One Bill have their Verizon Wireless bill paid by Verizon Communications. Verizon received the customer’s payment of $340.29 on 8/**/16 and forwarded payment to Verizon Wireless for the charges due of $90.65. On 9/**/16, the customer was refunded the remaining credit balance that totaled $247.82. Several attempts have been made to contact the customer by phone. Verizon has not been successful in reaching the customer via phone to discuss this matter. Verizon has provided the information above via voicemail and US mail and we have included our contact information should the customer need to call.
Upon receipt of the complaint, a message was left on the customer's voice mail on August **, 2017. As the customer returned the call the same day, the customer stated she called after noticing the increase in the bill statement. It was explained the contract was renewed in April...
2016, a Service Order Confirmation was emailed detailing the services, monthly bundle price and discounts. The $25.00 discount expired on July **, 2017 and the remaining $5.00 is due to expire on April **, 2018. I apologized for the inconvenience and her concerns were referred to the appropriate department to review and investigate. Our representative spoke with the customer the same day. An order was issued adding a $25.00 discount for 12 months to the account reducing the monthly bundle price and a $25.00 one time credit was issued for the expired discount which will appear on the August [redacted] 2017 bill statement. The customer is satisfied that the issue is resolved and had no additional concerns.
We provided the customer with the fraud case number and [redacted] toll free number to call.
S&N advised Verizon on 12/**/15, Compo and seed was placed by their crew on 11/**/15. If the customer has additional concerns he would need to contact them directly.
According to record, the customer's service outage was part of a cable failure, which Verizon repaired on February **, 2017. The customer was informed credit will be issued for outage experienced January **, 2017 - February **, 2017, which will appear on the February **, 2017 bill statement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have...
determined that my complaint has NOT been resolved because I have returned calls to Verizon. A Mrs. Jones left me a VM and I called her and left a VM on December ** and **. Her VM says she returns calls within 24 hours, which normally she may, but could have been interrupted by the Christmas holiday. A second person had left a VM on my home line. We called her back, but her VM is full and a message cannot be left. We also called Verizon customer service, yet again, and after one hour on the phone with the Philippine call center, a ROC was again created, but we have had no resolution.Please ask Verizon to use my [redacted] number as no one is home during the day. They seem to be leaving calls at my home phone (which is a Verizon number).Thank you,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/11) */
CONFIDENTIAL COMMUNICATION
September 11, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case #[redacted]- [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is correct, her monthly payment due date is the 3rd of each month. Ms. [redacted]'s account indicates we received payments from her on June 4, 2015, July 8, 2015, August 4, 2015 and September 3, 2015.
Our records indicate Ms. [redacted]'s statements were delivered to her via email at [redacted]@AOL.COM. The payment due date is indicated on each monthly statement.
Please understand that a late fee is assessed when a payment is received past the scheduled due date or when it does not meet the required amount due. Late fees for Fingerhut customers will be equal to the minimum amount due, but not more than $26 for the first time offense. If the customer is charged a second late fee within 6 months, it will not be more than $37. Ms. [redacted]'s account accrued several late fees for this reason, and interest charges accrued at the end of each billing cycle every month a balance was carried.
As a one- time courtesy we have issued a credit for two Late Fees to Ms. [redacted]'s account. She will see this credit on her October 7, 2015 billing statement.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since the issue was partly my fault....I accept their response. However, I do feel a charge of $37 is way to much for a 1 day late fee. That's what banks charge and they are not a bank. Thank you
for helping me solve this issue.
Verizon repaired and restored the service on 8/**/15. Out ofservice credit has been issued from 8/**-8/** in the amount of $1.58.
called and spoke to customer for a follow up. The customer advised me that her services have now been restored
ERT/William/[redacted] spoke with [redacted] and confirmed that we've got him set for 11/** am dispatch. I apologized for any agents he spoke to who may have treated him rudely. [redacted] services are down and require a tech visit to resolve, however there are no techs available...
until Friday 11/** due to the Thanksgiving holiday and heavy work load in the area (they're actually overbooked).
CONFIDENTIAL COMMUNICATION August 30,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the order she placed with Fingerhut in December was returned. She states she has made payments until March 2016 and is now being reported late to the credit bureaus. She would like the amount of the return refunded and her credit report to reflect this information. Our records indicate Ms. [redacted] purchased a Bearpaw Women’s Emma 10" Boot on December 8, 2015. She also purchased an Ultra Violet Chenille Bean Bag Chair on December 10, 2015. Our records indicate that the communication we received from Ms. [redacted] regarding these two items were not about returning the items. On December 8, 2015, she emailed us with a question about a promo code. On December 9, 2015, she chatted with one of our agents to ask about a product that she had ordered, but was canceled due to no inventory. There are no records regarding her stating she would return either of those items, and there are no notes indicating the bean bag chair had a hole in it. At this time we have not received either of the products as a return from Ms. [redacted]. Ms. [redacted] will be unable to return the merchandise as we require returns and exchanges to be made in accordance to our return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. The last payment we received from Ms. [redacted] was on March 3, 2016 in the amount of $20.99. At this time her current balance is $369.21. A minimum payment of $152.94 is due by September 3, 2016. To make payment arrangements Ms. [redacted] may contact our Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Verizon still insists that the work that was done requires a technician visit and assured me that every customer that wants to upgrade to their new gigabit plan will also require the same service. It is apparently impossible to do the upgrade in their system without sending out a technician. This means that Verizon will be charging every customer looking to upgrade $90 to send someone out to plug in an Ethernet cable. Your options are pay it or don't upgrade to the latest speed which the reps stressed only they provide.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of the complaint, we spoke with the customer on August **, 2016 and apologized for the inconvenience. The issue was referred to the appropriate department to review and investigate. We spoke with a Promotions representative who advised the customer spoke with their...
representative on August 5 regarding this issue which was escalated. They are processing a $350.00 check which will be mailed from Texas and he should allow 7 to 10 business days to receive it. His mailing address was verified. An email was sent to the customer on August ** as a follow up who advised the check has been deposited and accepted in his account. He is satisfied.