Our Engineering Manager did a site visit to the customer's location located at [redacted]. The address has been validated and [redacted] can order FiOS service now. We apologize for any inconvenience that [redacted] has experienced as a result of this matter.
CONFIDENTIAL COMMUNICATION June 30, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [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. With respect to her recent order# [redacted], Ms. [redacted] states she is waiting to receive a refund for an item that was already returned to the shipper, and also requests return authorization from us for the remaining items form that order. Our records indicate that Ms. [redacted] placed an order via her web account on May 21, 2016 for a Country Poetry Double Dresser and the following Rizzy Home Bradberry Downs Rugs: one 8ft. X 10ft., one 3ft. X 5ft., one 2’6” X 8ft., and two 2ft. X 3ft. United Postal Service tracking # [redacted] reflects that Ms. [redacted] refused delivery of the dresser and it was received as a return by the vendor on June 9, 2016. On rare occasions, there may be a delay by the vendor when a return is received, as occurred in this instance. We issued an account credit on June 29, 2016 for the full cost of the dresser, including shipping/handling, for $346.99. Please note that no interest had yet accrued on this item. In addition, our return policy states that the customer is responsible to pay any return shipping costs unless their item was incorrect due to a shipping error or in cases of damage/defects not caused by the customer. Our return policy also instructs how we handle exchanges, this policy states, in part, “To receive credit or exchange, the item(s) you wish to return must be returned to us within 90 days of receipt. We’ll exchange your product or process a refund (less the original shipping and handling charge) once we receive your item(s)." We have decided to make an exception to our standard policy, as no prior issues were found on Ms. [redacted]’s account, and have sent two prepaid “pick-up” labels with Federal Express to return the rugs. These labels allow FedEx to pick up the rugs directly from Ms. [redacted]’s home, but they will need to be securely packed and ready to ship upon pick-up. Ms. [redacted] should allow up to 10 days from this response for the return labels to arrive at her address on file and that she included on her inquiry. Once we have received the return items and made any necessary adjustments to Ms. [redacted]’s account, Ms. [redacted] may place her exchange order via her web account or by calling our Order Line any time at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Vi FinchExecutive Care Team VF/ah
A Verizon representative spoke with [redacted]. The representative advised that discount was missing. A $40 discount was added to the account and will be applied for 24 months. The discount will appear starting the 2/2017 bill. The representative also issued a one time...
2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a PayCheck Direct Account. Ms. [redacted] states she only received one of the items she ordered from Paycheck Direct. The other item was cancelled due to the item being out of stock. She states she was told to continue payments on her account for the one item. Ms. [redacted]’s desired resolution is to have the contact voided and be refunded for the shipping to return the item she received. Our records indicate Ms. [redacted] purchased a T-fal Signature 12-Pc. Nonstick Cookware Set and a Sony PlayStation 4 500GB Console Bundle with Call of Duty: Blacks Op III, Battleborn PS4 & Turtle Be on November 10, 2016. On November 18, 2016 the PS4 was cancelled due to being out of stock. The T-Fal Cookware Set was delivered to Ms. [redacted] on November 22, 2016. Ms. [redacted]’s account was only charged $130.66 for the purchase of the cookware set. She has been set up on a biweekly payment amount of $30.99. Ms. [redacted] contacted Paycheck Direct on November 29, 2016 stating she would be returning the cookware set. Once we receive this item back we will credit Ms. [redacted]s account for the full merchandise price, but as our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” If the merchandise is not found to be defective Ms. [redacted] will be responsible for the shipping/handling of the item. If Ms. [redacted] has any further questions she may contact PayCheck Direct at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Sincerely, Vi [redacted] Executive Care Team VF/ks
Initial Business Response /* (1000, 5, 2015/12/22) */
CONFIDENTIAL COMMUNICATION
December 22, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] purchased a Techni Mobili Modern Computer Workstation on November 8, 2015. This product was returned to Fingerhut on November 23, 2015. The full purchase price of $262.14 was credited to Mr. [redacted]'s account.
On November 12, 2015 Mr. [redacted] purchased a 18V Cordless Drill and a Sunny Exercise Wheel. The cordless drill was returned on December 1, 2015 and the full merchandise price of $65.80 was credited to Mr. [redacted]'s account as well as the shipping and handling charges of $22.99. The exercise wheel was returned on December 17, 2015 and $17.67 was credited to his account for the full merchandise price. Mr. [redacted] was required to pay for the original shipping/handling for this item, as our return policy states, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error." The merchandise was sent back to us for a "non-qualifying" reason. Mr. [redacted] did not include a reason the item was being returned.
As a one time courtesy on December 17, 2015 we have waived the shipping and handling on the exercise wheel. A credit of $7.99 was given to Mr. [redacted].
In regards to the SafeLine Plus fee, our records indicate that Mr. [redacted] applied for a WebBank/Fingerhut Credit Account on November 6, 2015 online. On November 8, 2015 Mr. [redacted] accepted and enrolled in SafeLine Plus Account Protection Plus (SafeLine Plus) when placing his order online at www.fingerhut.com. Mr. [redacted] would have received terms and conditions for his SafeLine Plus plan, sent out the following day.
The SafeLine Plus Account Protection Plus is a program designed to help should Mr. [redacted] experience a covered event like becoming unemployed, disabled, a major life event, or change in primary residence impact the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer's credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) provided all conditions are met.
The monthly fee for SafeLine Plus is $1.19 per $100.00 of the total balance at the end of each monthly billing cycle. This fee appears on each statement when there is a balance on the account being covered by the plan. It is located in the fees section of the statement.
It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time.
As a courtesy to Mr. [redacted] we have waived the $27.00 late fee on December 22, 2015 that was assessed on December 9, 2015.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
Verizon contacted the customer, apologized for the billingserrors, and noted that records have been corrected. The account has beenwithdrawn from collection, a paid in full letter has been sent to the customer,and the account has been credit report deleted to reflect with all creditreporting...
agencies within 30 days. In addition, the customer will receive anadditional refund of $89.46 in 30 – 60 days.
Please be advised upon receipt of the rebuttal complaint, Verizon advised the consumer that the services on the account would have to be downgraded in order to come close to the $64.99 pricing. Records show on 5/**/16 an order was placed to downgrade the account to the Triple Play Bundle with Data 100/100 priced at $89.99 per month (not including taxes, equipment,etc). A recurring $25 credit has been applied to the account to (to be received for 24 months). The consumers account has been notated that should he wish to cancel services within the 24 month timeframe, no early termination fee will be incurred.
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:
Verizon tapes all customer serevice calls for quality. They never until now denied having recorded call and they were made aware several times via e-mail. Never responded to verification number #[redacted] that was given me at end of that call on may [redacted] which was to verify I owe 0.00. Also Citi Bank my ATT master card issuer investigated and probably got same paid info from Verizon and DTV. Attaching DTV and verizon matching acc. numbers showing 0.00 balance.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better...
Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/28) */
CONFIDENTIAL COMMUNICATION
May 28, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate the payment Ms. [redacted] made on March 30, 2015 for $50.00 was returned by her bank on April 14, 2015. When the payment was returned the payment she had been credited for was reversed. On April 15, 2015 a new statement printed reflecting a minimum payment due of $53.98 ($23.99 for April and $29.99 due by May 11, 2015). On April 23, 2015 Ms. [redacted] made another payment of $50.00. The payment did not cover the minimum payment requested of $53.98 and resulted in a late fee being assessed to her account.
The statement printed on May 15, 2015 reflects a minimum payment due of $27.97 ($3.98 past due and $23.99 due for June 11, 2015). If Ms. [redacted] makes a payment of at least $27.97 by the due date no late fee will be assessed.
We appreciate Ms. [redacted]'s patience while we researched her concern. Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I sent $53.98 on May 27th.
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 July 13, 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 Mr. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Mr. [redacted] has reiterated that he did not receive a statement for the months of November and December 2015, and that it should not be responsible for the late fees as we did not inform him of transactions made on his account. He claims a representative he spoke with over the phone offered to forgive late payments on his account. He further states that once he received a statement, he immediately established automatic payments and that he should not be penalized with late fees for a small amount of money that went unpaid each month. Mr. [redacted] asserts that once he realized the discrepancy, he increased his automatic payments. Mr. [redacted]’s desired result is to have all of his late fees waived. Mr. [redacted]’s account indicates he placed an order on November 14, 2015 for a Farberware 15-Pc. Nonstick Dishwasher Safe Cookware Set and a Bella Diamonds Programmable Coffeemaker via the web. Per the terms of the FreshStart credit program, a customer’s order will not ship or be billed until a $30 down payment has been successfully applied towards the order. Records indicate Mr. [redacted] made his required $30.00 down payment at the time the order was placed. Our records indicate the Truth in Lending Agreement was originally mailed to Mr. [redacted]’s address on file on November 18, 2015 and Mr. [redacted]’s first statement was sent on November 24, 2015 with a minimum payment of $25.16 due by December 20, 2015. Due to no payment being received, a late fee was assessed to the account per the terms and conditions Mr. [redacted] agreed to at the time he opened the account. Our policy is as follows: A late fee will be charged to an account if the minimum monthly payment is not received on the due date indicated on the customer’s statement. The late fee will be up to $14.90 and will show on the customer’s last statement. Depending on the total fees charged during the program, the customer may receive an additional “balloon” statement at the end of the program, charging them for interest and any late fees. As previously stated, as a courtesy, we have credited Mr. [redacted]’s late fee of $14.90. We would not be able to credit any additional late fees, as our records show that statements were sent to Mr. [redacted]’s address on file each month. We have reviewed calls, and didn’t find any agreement that credit would be issued. For Mr. [redacted]’s convenience he may set up reoccurring payments that will automatically deduct the minimum amount due each month by signing into his account, located in the top center of the web page at www.fingerhut.com and selecting reoccurring payment under “Frequency”, entering the Date of Payment and selecting “Minimum Payment” or by calling customer service at 1-###-###-#### Monday through Friday 8AM-8PM. Mr. [redacted]’s current balance is $88.42 with a minimum payment of $38.72 due by July 20, 2016. As always, for further assistance, Mr. [redacted] may call our customer service phone line at 1-###-###-####, who are available 8AM-8PM Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
I am rejecting this response because:
This is not...
my first time dealing with a data breach and my personal information being used for fraudulent purposes. You specifically mention that "The name and address on the application is the same Mr. [redacted] provided when contacting us regarding this issue." Of course it was the same, that is what scammers do to get what they want. Some jerk in Oregon used all my personal information but a different shipping address and he managed to order over $2000 in computers from Acer using MY money from my checking account. I don't know what you are implying but you are way off base, sir. The issue boils down to: I contacted you in January or March, dates don't really matter because I noticed the error and made contact! In March you said wait 60-90 days and that has come and gone a few times yet your inquiry remains on my reports. I fail to believe that you did anything to have this inquiry removed and this is simply a stalling tactic to get me to go away. I will continue to come for you until my credit reports are clear of your inquiry. Also, Chris [redacted], as of the past few months I can never get a live person on the phone number you provided. I am so sick of Fingerhut, you, and the lies. FIX IT like your March 8 letter promised and stop further victimizing me.
CONFIDENTIAL COMMUNICATION August 9, 2016 Revdex.com of Minnesota ...
#[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case #[redacted] Dear Ms. [redacted], I am writing in response to the complaint we received regarding a WebBank/Fingerhut Credit Account for [redacted]. The complaint states that Ms. [redacted] received an incorrect vacuum – she had ordered the Dyson V6 Motorhead Animal Cordless vacuum, but received the Dyson V6 Motorhead vacuum instead. She also states that she is disappointed to have to return the item instead of receiving an exchange or a credit. We apologize for the inconvenience this may have caused. Our records indicate that Ms. [redacted] did place an order on our website for the Dyson V6 Motorhead Animal Slim Cordless Vacuum in pink, and a 3 year Extended Service Plan on July 21, 2016. The Terms of Use section of our website states, in part: The information on this Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. We also reserve the right to limit quantities (including after you have submitted your order). We apologize for any inconvenience this may cause you. If you are not fully satisfied with your purchase you may return it in accordance with the terms of our Return Policy which is located under the Customer Service section of our website. Ms. [redacted]’s complaint indicates she wishes to keep the vacuum that she received. As a courtesy, we have credited Ms. [redacted]’s account $100.00 for that order. She is welcome to keep that vacuum, and will see this credit on her September statement, which is produced on September 5, 2016. When Ms. [redacted] originally contacted us regarding the item she received, the 3 year service plan she had ordered was canceled. If Ms. [redacted] wishes to add the warranty back to the order for the vacuum she has, she may contact our customer service office at ###-###-####, between the hours of 8:00am and 8:00pm, Central Time, Monday through Friday, before September 21, 2016. There is a limited window in which we can apply a service plan to an order. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
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. We heard from Verizon late last week and were told our balance was zero. This is typical of Verizon. Their left hand does not know what the right hand is doing. Thank you,
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/09) */
CONFIDENTIAL COMMUNICATION
November 9, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [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.
Our records indicate Ms. [redacted] purchased a Leaning Wall Shelf Cherry Finish and a CB Sports Misses' Heavyweight Parka on October 21, 2015. On November 4, 2015 Ms. [redacted] contacted Fingerhut stating the wall shelf was broken and wanted to return to item. Ms. [redacted] may return the item using the same box in which she received the merchandise.
To date, we have not received this item as a return from Ms. [redacted]. When we receive this item credit will be given upon inspection.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
since they don't understand that the box came in broken up just like the merchandise but, I taped it up with duck tape and fed ex is picking it up! I took pictures of the item and the box so don't know it was not from me! They should have it in a few day.
Final Business Response /* (4000, 9, 2015/11/16) */
CONFIDENTIAL COMMUNICATION
November 11, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We received notification from Ms. [redacted] she has shipped the Leaning Wall Shelf Cherry Finish back to Fingerhut. We apologize the box Ms. [redacted]'s merchandise was shipped in was damaged.
Once we receive the returned merchandise, credit will be issued for the shelf upon inspection.
Thank you for allowing us to explain. Ms. [redacted]'s patience is greatly appreciated while the return is processed.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
CONFIDENTIAL COMMUNICATION September 8, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [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] states she did not receive her monthly statement but made a payment. She would like to have this removed from her credit bureau report. Our records indicate Ms. [redacted] opened her account with Fingerhut on March 27, 2015. Each month Ms. [redacted]’s has been receiving her monthly statements by mail to her address, [redacted] Louisville, KY 40214. It is the responsibility of our customers to make their monthly payments by the due date each month. Ms. [redacted]’s due date is the 9th of each month. When Ms. [redacted] opened her WebBank/Fingerhut Advantage Credit Account, he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your payment on time in any one of the 6 prior billing cycles.” Ms. [redacted] received late fees on June 9, 2015, September 9, 2015, November 9, 2015, January 9, 2016, March 9, 2016, May 9, 2016, and June 9, 2016. For Ms. [redacted]’s records we have included a copy of her itemized statement. This document shows all activity on the account. The credit bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Ms. [redacted] may reference the Reporting and Monitoring section of our terms and conditions that was included in her Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Upon receipt of this complaint we spoke with the customer 08/**/16 at 6:56 pm, advised [redacted] a $10 recurring adjustment for 12 months has been added to the account. Informed customer the credit post to his account after the bill prints so will it the following month. We explained after the credit price remains $29.99 was previously promised. [redacted] understood and requested this information be sent to him in an email. email was sent
A Specialist spoke with the customer on October [redacted] to discuss his billing. The customer stated he placed his order on line and the bill is coming in higher than the Simple Order Confirmation he received of $195.42. The October [redacted] bill was $234.52. When he called to lower...
his bill he wasn’t aware he would be losing channels. The Specialist apologized to the customer for the inconvenience.According to our records, the customer placed an online order on October [redacted] for a Triple Play with FiOS Digital Voice, Extreme HD TV and 50/50 Internet for $114.99. The order also included HBO, Cinemax, Showtime and Starz Entertainment Pack at $32.99 as well as an HD DVR for $16.99 and a free digital adapter. The estimated monthly rate was $195.42. The customer called into the call center on October [redacted] to lower his bill and another order was placed. The new order was for a Triple Play with FiOS Digital Voice, Extreme HD TV and 75/75 Internet for $129.99. The order also included a HD DVR for $16.99 and a free digital adapter. The estimated monthly rate was $173.63. The Specialist placed a third order on October [redacted] for a Triple Play with FiOS Digital Voice, Extreme HD TV and 75/75 Internet for $129.99. The order also includes a Premium Entertainment Value Pack with HBO, Cinemax, Showtime and Starz at $40.00 as well as an HD DVR for $16.99 and a free digital adapter. The Specialist added all the movie channels and he offset the cost with a $25.00 extended offer for two years. This brought the customer’s bill to approximately $193.00 a month. There was a one-time credit of $30.00 done on October [redacted] and the Specialist issued a one-time credit of $11.00 on October [redacted] to bring October [redacted] bill to $193.52.
Initial Business Response /* (1000, 5, 2015/10/23) */
CONFIDENTIAL COMMUNICATION
October 23, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]...
[redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the recent inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our records indicate on June 30, 2015 Ms. [redacted] purchased a Zeki 7" 8GB Android Tablet. On September 28, 2015 Ms. [redacted] contacted Gettington stating the tablet was not working properly. At this time Ms. [redacted] was told she would need to contact the products manufacturer as we require returns to be make in accordance with Gettington's return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, tablets, e-readers, camcorders, electronic gaming systems, air conditioners, holiday decorations, heaters, and generators have to be returned within the 30-day home trial period for the full cash price. After that time we can no longer grant exchange or accept returns. Other product concerns must be handled under 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. Exchanged are permitted for the identical product only."
Our phone agent correctly advised Ms. [redacted] that any requests to repair or replace the device should be referred to and handled by the manufacturer. For all concerns with this product Mr. [redacted] should contact Zeki [redacted].
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
in response, I contacted zeki, the manufacturer and they did exchange the tablet for a new one. this tablet defected also as cited. apparently gettington is selling defective merchandise and this is why im asking for a refund. I did contact zeki again and they offered to exchange again but I declined.that is two new tablets, same brand name and they both defect in the same manner. it is unfair that I paid for a new tablet and it is defective and then I was mislead because both tablets in all other aspects worked.
Final Business Response /* (4000, 9, 2015/10/27) */
CONFIDENTIAL COMMUNICATION
October 27, 2015
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As we stated in our last letter, Gettington is unable to refund Ms. [redacted] for the Zeki 7" 8GB Android Tablet due to the amount of time that has passed since her purchase as we do require returns to be make in accordance to the Gettington return policy.
Ms. [redacted] should contact Zeki for any requests to repair or replace the device.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Our Engineering Manager did a site visit to the customer's location located at [redacted]. The address has been validated and [redacted] can order FiOS service now. We apologize for any inconvenience that [redacted] has experienced as a result of this matter.
CONFIDENTIAL COMMUNICATION June 30, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [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. With respect to her recent order# [redacted], Ms. [redacted] states she is waiting to receive a refund for an item that was already returned to the shipper, and also requests return authorization from us for the remaining items form that order. Our records indicate that Ms. [redacted] placed an order via her web account on May 21, 2016 for a Country Poetry Double Dresser and the following Rizzy Home Bradberry Downs Rugs: one 8ft. X 10ft., one 3ft. X 5ft., one 2’6” X 8ft., and two 2ft. X 3ft. United Postal Service tracking # [redacted] reflects that Ms. [redacted] refused delivery of the dresser and it was received as a return by the vendor on June 9, 2016. On rare occasions, there may be a delay by the vendor when a return is received, as occurred in this instance. We issued an account credit on June 29, 2016 for the full cost of the dresser, including shipping/handling, for $346.99. Please note that no interest had yet accrued on this item. In addition, our return policy states that the customer is responsible to pay any return shipping costs unless their item was incorrect due to a shipping error or in cases of damage/defects not caused by the customer. Our return policy also instructs how we handle exchanges, this policy states, in part, “To receive credit or exchange, the item(s) you wish to return must be returned to us within 90 days of receipt. We’ll exchange your product or process a refund (less the original shipping and handling charge) once we receive your item(s)." We have decided to make an exception to our standard policy, as no prior issues were found on Ms. [redacted]’s account, and have sent two prepaid “pick-up” labels with Federal Express to return the rugs. These labels allow FedEx to pick up the rugs directly from Ms. [redacted]’s home, but they will need to be securely packed and ready to ship upon pick-up. Ms. [redacted] should allow up to 10 days from this response for the return labels to arrive at her address on file and that she included on her inquiry. Once we have received the return items and made any necessary adjustments to Ms. [redacted]’s account, Ms. [redacted] may place her exchange order via her web account or by calling our Order Line any time at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Vi FinchExecutive Care Team VF/ah
A Verizon representative spoke with [redacted]. The representative advised that discount was missing. A $40 discount was added to the account and will be applied for 24 months. The discount will appear starting the 2/2017 bill. The representative also issued a one time...
adjustment of $55.89 for the 1/2017 bill.
CONFIDENTIAL COMMUNICATION December 6,...
2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a PayCheck Direct Account. Ms. [redacted] states she only received one of the items she ordered from Paycheck Direct. The other item was cancelled due to the item being out of stock. She states she was told to continue payments on her account for the one item. Ms. [redacted]’s desired resolution is to have the contact voided and be refunded for the shipping to return the item she received. Our records indicate Ms. [redacted] purchased a T-fal Signature 12-Pc. Nonstick Cookware Set and a Sony PlayStation 4 500GB Console Bundle with Call of Duty: Blacks Op III, Battleborn PS4 & Turtle Be on November 10, 2016. On November 18, 2016 the PS4 was cancelled due to being out of stock. The T-Fal Cookware Set was delivered to Ms. [redacted] on November 22, 2016. Ms. [redacted]’s account was only charged $130.66 for the purchase of the cookware set. She has been set up on a biweekly payment amount of $30.99. Ms. [redacted] contacted Paycheck Direct on November 29, 2016 stating she would be returning the cookware set. Once we receive this item back we will credit Ms. [redacted]s account for the full merchandise price, but as our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” If the merchandise is not found to be defective Ms. [redacted] will be responsible for the shipping/handling of the item. If Ms. [redacted] has any further questions she may contact PayCheck Direct at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Sincerely, Vi [redacted] Executive Care Team VF/ks
Initial Business Response /* (1000, 5, 2015/12/22) */
CONFIDENTIAL COMMUNICATION
December 22, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] purchased a Techni Mobili Modern Computer Workstation on November 8, 2015. This product was returned to Fingerhut on November 23, 2015. The full purchase price of $262.14 was credited to Mr. [redacted]'s account.
On November 12, 2015 Mr. [redacted] purchased a 18V Cordless Drill and a Sunny Exercise Wheel. The cordless drill was returned on December 1, 2015 and the full merchandise price of $65.80 was credited to Mr. [redacted]'s account as well as the shipping and handling charges of $22.99. The exercise wheel was returned on December 17, 2015 and $17.67 was credited to his account for the full merchandise price. Mr. [redacted] was required to pay for the original shipping/handling for this item, as our return policy states, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error." The merchandise was sent back to us for a "non-qualifying" reason. Mr. [redacted] did not include a reason the item was being returned.
As a one time courtesy on December 17, 2015 we have waived the shipping and handling on the exercise wheel. A credit of $7.99 was given to Mr. [redacted].
In regards to the SafeLine Plus fee, our records indicate that Mr. [redacted] applied for a WebBank/Fingerhut Credit Account on November 6, 2015 online. On November 8, 2015 Mr. [redacted] accepted and enrolled in SafeLine Plus Account Protection Plus (SafeLine Plus) when placing his order online at www.fingerhut.com. Mr. [redacted] would have received terms and conditions for his SafeLine Plus plan, sent out the following day.
The SafeLine Plus Account Protection Plus is a program designed to help should Mr. [redacted] experience a covered event like becoming unemployed, disabled, a major life event, or change in primary residence impact the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer's credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) provided all conditions are met.
The monthly fee for SafeLine Plus is $1.19 per $100.00 of the total balance at the end of each monthly billing cycle. This fee appears on each statement when there is a balance on the account being covered by the plan. It is located in the fees section of the statement.
It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time.
As a courtesy to Mr. [redacted] we have waived the $27.00 late fee on December 22, 2015 that was assessed on December 9, 2015.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
Verizon contacted the customer, apologized for the billingserrors, and noted that records have been corrected. The account has beenwithdrawn from collection, a paid in full letter has been sent to the customer,and the account has been credit report deleted to reflect with all creditreporting...
agencies within 30 days. In addition, the customer will receive anadditional refund of $89.46 in 30 – 60 days.
Please be advised upon receipt of the rebuttal complaint, Verizon advised the consumer that the services on the account would have to be downgraded in order to come close to the $64.99 pricing. Records show on 5/**/16 an order was placed to downgrade the account to the Triple Play Bundle with Data 100/100 priced at $89.99 per month (not including taxes, equipment,etc). A recurring $25 credit has been applied to the account to (to be received for 24 months). The consumers account has been notated that should he wish to cancel services within the 24 month timeframe, no early termination fee will be incurred.
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:
Verizon tapes all customer serevice calls for quality. They never until now denied having recorded call and they were made aware several times via e-mail. Never responded to verification number #[redacted] that was given me at end of that call on may [redacted] which was to verify I owe 0.00. Also Citi Bank my ATT master card issuer investigated and probably got same paid info from Verizon and DTV. Attaching DTV and verizon matching acc. numbers showing 0.00 balance.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better...
Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/28) */
CONFIDENTIAL COMMUNICATION
May 28, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate the payment Ms. [redacted] made on March 30, 2015 for $50.00 was returned by her bank on April 14, 2015. When the payment was returned the payment she had been credited for was reversed. On April 15, 2015 a new statement printed reflecting a minimum payment due of $53.98 ($23.99 for April and $29.99 due by May 11, 2015). On April 23, 2015 Ms. [redacted] made another payment of $50.00. The payment did not cover the minimum payment requested of $53.98 and resulted in a late fee being assessed to her account.
The statement printed on May 15, 2015 reflects a minimum payment due of $27.97 ($3.98 past due and $23.99 due for June 11, 2015). If Ms. [redacted] makes a payment of at least $27.97 by the due date no late fee will be assessed.
We appreciate Ms. [redacted]'s patience while we researched her concern. Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I sent $53.98 on May 27th.
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 July 13, 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 Mr. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Mr. [redacted] has reiterated that he did not receive a statement for the months of November and December 2015, and that it should not be responsible for the late fees as we did not inform him of transactions made on his account. He claims a representative he spoke with over the phone offered to forgive late payments on his account. He further states that once he received a statement, he immediately established automatic payments and that he should not be penalized with late fees for a small amount of money that went unpaid each month. Mr. [redacted] asserts that once he realized the discrepancy, he increased his automatic payments. Mr. [redacted]’s desired result is to have all of his late fees waived. Mr. [redacted]’s account indicates he placed an order on November 14, 2015 for a Farberware 15-Pc. Nonstick Dishwasher Safe Cookware Set and a Bella Diamonds Programmable Coffeemaker via the web. Per the terms of the FreshStart credit program, a customer’s order will not ship or be billed until a $30 down payment has been successfully applied towards the order. Records indicate Mr. [redacted] made his required $30.00 down payment at the time the order was placed. Our records indicate the Truth in Lending Agreement was originally mailed to Mr. [redacted]’s address on file on November 18, 2015 and Mr. [redacted]’s first statement was sent on November 24, 2015 with a minimum payment of $25.16 due by December 20, 2015. Due to no payment being received, a late fee was assessed to the account per the terms and conditions Mr. [redacted] agreed to at the time he opened the account. Our policy is as follows: A late fee will be charged to an account if the minimum monthly payment is not received on the due date indicated on the customer’s statement. The late fee will be up to $14.90 and will show on the customer’s last statement. Depending on the total fees charged during the program, the customer may receive an additional “balloon” statement at the end of the program, charging them for interest and any late fees. As previously stated, as a courtesy, we have credited Mr. [redacted]’s late fee of $14.90. We would not be able to credit any additional late fees, as our records show that statements were sent to Mr. [redacted]’s address on file each month. We have reviewed calls, and didn’t find any agreement that credit would be issued. For Mr. [redacted]’s convenience he may set up reoccurring payments that will automatically deduct the minimum amount due each month by signing into his account, located in the top center of the web page at www.fingerhut.com and selecting reoccurring payment under “Frequency”, entering the Date of Payment and selecting “Minimum Payment” or by calling customer service at 1-###-###-#### Monday through Friday 8AM-8PM. Mr. [redacted]’s current balance is $88.42 with a minimum payment of $38.72 due by July 20, 2016. As always, for further assistance, Mr. [redacted] may call our customer service phone line at 1-###-###-####, who are available 8AM-8PM Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
I am rejecting this response because:
This is not...
my first time dealing with a data breach and my personal information being used for fraudulent purposes. You specifically mention that "The name and address on the application is the same Mr. [redacted] provided when contacting us regarding this issue." Of course it was the same, that is what scammers do to get what they want. Some jerk in Oregon used all my personal information but a different shipping address and he managed to order over $2000 in computers from Acer using MY money from my checking account. I don't know what you are implying but you are way off base, sir. The issue boils down to: I contacted you in January or March, dates don't really matter because I noticed the error and made contact! In March you said wait 60-90 days and that has come and gone a few times yet your inquiry remains on my reports. I fail to believe that you did anything to have this inquiry removed and this is simply a stalling tactic to get me to go away. I will continue to come for you until my credit reports are clear of your inquiry. Also, Chris [redacted], as of the past few months I can never get a live person on the phone number you provided. I am so sick of Fingerhut, you, and the lies. FIX IT like your March 8 letter promised and stop further victimizing me.
CONFIDENTIAL COMMUNICATION August 9, 2016 Revdex.com of Minnesota ...
#[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case #[redacted] Dear Ms. [redacted], I am writing in response to the complaint we received regarding a WebBank/Fingerhut Credit Account for [redacted]. The complaint states that Ms. [redacted] received an incorrect vacuum – she had ordered the Dyson V6 Motorhead Animal Cordless vacuum, but received the Dyson V6 Motorhead vacuum instead. She also states that she is disappointed to have to return the item instead of receiving an exchange or a credit. We apologize for the inconvenience this may have caused. Our records indicate that Ms. [redacted] did place an order on our website for the Dyson V6 Motorhead Animal Slim Cordless Vacuum in pink, and a 3 year Extended Service Plan on July 21, 2016. The Terms of Use section of our website states, in part: The information on this Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. We also reserve the right to limit quantities (including after you have submitted your order). We apologize for any inconvenience this may cause you. If you are not fully satisfied with your purchase you may return it in accordance with the terms of our Return Policy which is located under the Customer Service section of our website. Ms. [redacted]’s complaint indicates she wishes to keep the vacuum that she received. As a courtesy, we have credited Ms. [redacted]’s account $100.00 for that order. She is welcome to keep that vacuum, and will see this credit on her September statement, which is produced on September 5, 2016. When Ms. [redacted] originally contacted us regarding the item she received, the 3 year service plan she had ordered was canceled. If Ms. [redacted] wishes to add the warranty back to the order for the vacuum she has, she may contact our customer service office at ###-###-####, between the hours of 8:00am and 8:00pm, Central Time, Monday through Friday, before September 21, 2016. There is a limited window in which we can apply a service plan to an order. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
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. We heard from Verizon late last week and were told our balance was zero. This is typical of Verizon. Their left hand does not know what the right hand is doing. Thank you,
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/09) */
CONFIDENTIAL COMMUNICATION
November 9, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [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.
Our records indicate Ms. [redacted] purchased a Leaning Wall Shelf Cherry Finish and a CB Sports Misses' Heavyweight Parka on October 21, 2015. On November 4, 2015 Ms. [redacted] contacted Fingerhut stating the wall shelf was broken and wanted to return to item. Ms. [redacted] may return the item using the same box in which she received the merchandise.
To date, we have not received this item as a return from Ms. [redacted]. When we receive this item credit will be given upon inspection.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
since they don't understand that the box came in broken up just like the merchandise but, I taped it up with duck tape and fed ex is picking it up! I took pictures of the item and the box so don't know it was not from me! They should have it in a few day.
Final Business Response /* (4000, 9, 2015/11/16) */
CONFIDENTIAL COMMUNICATION
November 11, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We received notification from Ms. [redacted] she has shipped the Leaning Wall Shelf Cherry Finish back to Fingerhut. We apologize the box Ms. [redacted]'s merchandise was shipped in was damaged.
Once we receive the returned merchandise, credit will be issued for the shelf upon inspection.
Thank you for allowing us to explain. Ms. [redacted]'s patience is greatly appreciated while the return is processed.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
CONFIDENTIAL COMMUNICATION September 8, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [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] states she did not receive her monthly statement but made a payment. She would like to have this removed from her credit bureau report. Our records indicate Ms. [redacted] opened her account with Fingerhut on March 27, 2015. Each month Ms. [redacted]’s has been receiving her monthly statements by mail to her address, [redacted] Louisville, KY 40214. It is the responsibility of our customers to make their monthly payments by the due date each month. Ms. [redacted]’s due date is the 9th of each month. When Ms. [redacted] opened her WebBank/Fingerhut Advantage Credit Account, he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your payment on time in any one of the 6 prior billing cycles.” Ms. [redacted] received late fees on June 9, 2015, September 9, 2015, November 9, 2015, January 9, 2016, March 9, 2016, May 9, 2016, and June 9, 2016. For Ms. [redacted]’s records we have included a copy of her itemized statement. This document shows all activity on the account. The credit bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Ms. [redacted] may reference the Reporting and Monitoring section of our terms and conditions that was included in her Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Upon receipt of this complaint we spoke with the customer 08/**/16 at 6:56 pm, advised [redacted] a $10 recurring adjustment for 12 months has been added to the account. Informed customer the credit post to his account after the bill prints so will it the following month. We explained after the credit price remains $29.99 was previously promised. [redacted] understood and requested this information be sent to him in an email. email was sent
A Specialist spoke with the customer on October [redacted] to discuss his billing. The customer stated he placed his order on line and the bill is coming in higher than the Simple Order Confirmation he received of $195.42. The October [redacted] bill was $234.52. When he called to lower...
his bill he wasn’t aware he would be losing channels. The Specialist apologized to the customer for the inconvenience.According to our records, the customer placed an online order on October [redacted] for a Triple Play with FiOS Digital Voice, Extreme HD TV and 50/50 Internet for $114.99. The order also included HBO, Cinemax, Showtime and Starz Entertainment Pack at $32.99 as well as an HD DVR for $16.99 and a free digital adapter. The estimated monthly rate was $195.42. The customer called into the call center on October [redacted] to lower his bill and another order was placed. The new order was for a Triple Play with FiOS Digital Voice, Extreme HD TV and 75/75 Internet for $129.99. The order also included a HD DVR for $16.99 and a free digital adapter. The estimated monthly rate was $173.63. The Specialist placed a third order on October [redacted] for a Triple Play with FiOS Digital Voice, Extreme HD TV and 75/75 Internet for $129.99. The order also includes a Premium Entertainment Value Pack with HBO, Cinemax, Showtime and Starz at $40.00 as well as an HD DVR for $16.99 and a free digital adapter. The Specialist added all the movie channels and he offset the cost with a $25.00 extended offer for two years. This brought the customer’s bill to approximately $193.00 a month. There was a one-time credit of $30.00 done on October [redacted] and the Specialist issued a one-time credit of $11.00 on October [redacted] to bring October [redacted] bill to $193.52.
Initial Business Response /* (1000, 5, 2015/10/23) */
CONFIDENTIAL COMMUNICATION
October 23, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]...
[redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the recent inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our records indicate on June 30, 2015 Ms. [redacted] purchased a Zeki 7" 8GB Android Tablet. On September 28, 2015 Ms. [redacted] contacted Gettington stating the tablet was not working properly. At this time Ms. [redacted] was told she would need to contact the products manufacturer as we require returns to be make in accordance with Gettington's return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, tablets, e-readers, camcorders, electronic gaming systems, air conditioners, holiday decorations, heaters, and generators have to be returned within the 30-day home trial period for the full cash price. After that time we can no longer grant exchange or accept returns. Other product concerns must be handled under 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. Exchanged are permitted for the identical product only."
Our phone agent correctly advised Ms. [redacted] that any requests to repair or replace the device should be referred to and handled by the manufacturer. For all concerns with this product Mr. [redacted] should contact Zeki [redacted].
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
in response, I contacted zeki, the manufacturer and they did exchange the tablet for a new one. this tablet defected also as cited. apparently gettington is selling defective merchandise and this is why im asking for a refund. I did contact zeki again and they offered to exchange again but I declined.that is two new tablets, same brand name and they both defect in the same manner. it is unfair that I paid for a new tablet and it is defective and then I was mislead because both tablets in all other aspects worked.
Final Business Response /* (4000, 9, 2015/10/27) */
CONFIDENTIAL COMMUNICATION
October 27, 2015
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As we stated in our last letter, Gettington is unable to refund Ms. [redacted] for the Zeki 7" 8GB Android Tablet due to the amount of time that has passed since her purchase as we do require returns to be make in accordance to the Gettington return policy.
Ms. [redacted] should contact Zeki for any requests to repair or replace the device.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS