Several attempts were made to reach the customer without success and a call me letter was mailed. In the interim, we reviewed the customer's profile and it is now billing only for a Double Play (Data and Voice). Ms. S[redacted] Service Order Form received from the Door to Door representative...
reflected the first month's bill would be higher due to prorated charges. The issue regarding the Door to Door representative was referred and will be addressed internally. We apologize for any inconvenience that Ms. S[redacted] experienced as a result of the above matter.
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:
The complaint #[redacted] with Verizon Fios has NOT been resolved. The customer relations specialist I spoke with listened, and responded with excuses, not resolutions.1) I have an auxiliary receiver box, and according to a tech: this is used in a bedroom, or kitchen, not as a main box. I was told that is goes with my level of service.2) I cannot receive any help via their help line because of the box in question. A tech must be dispatched. The last tech replaced the outside box (at a cost to Verizon of $1500.00, so he said) One tech called his wife at his home to get the channel line-up, because my auxiliary box cannot support a guide. They will supply a main box for more money per month, though. Verizon customer service is going to interrogate the techs dispatched..3) Customer service for phone or TV always sends you to "[redacted]r ..." to resolve problems. I have no computer at my home, nor do I have their internet service. I do not have a "smart phone" either. 4) The voice mail storage is very small. I have to erase, or delete messages all the time. When I asked about this, I was told that "I probably did not use the old VM very much..." That is not a satisfactory answer. It is like two kids arguing "nuh-uh", and "uh huh".5) late charges: it takes Verizon 12 days to post a check. I have had late charges removed with a phone call, but I was told that the late charges incur on the unpaid balance. Isn't that charging interest on a utility bill? The sales division is very good, however. I took on Verizon Fios thinking that telephone and TV would be better, as they stated. It wasn't, it isn't, and it won't be. I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional cost. If they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services.[redacted]I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional cost. If they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services.
A Verizon representative spoke with [redacted] on 2/**/2016. [redacted] advised that she had filed a property damage claim but had not heard from the adjuster. The representative contacted the Sedgwick claims adjuster and had him contact [redacted] about the damage claim. The representative spoke with [redacted]...
[redacted] again on 2/**/2016. [redacted] advised that she had spoken with the claims adjuster, and has been promised payment for her claim. [redacted] has the direct number of the Verizon representative to call if she has any further issues with this damage claim.
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’s response is unsatisfactory and disappointing. Their mostly canned response essentially states that I have to purchase/rent a newer router (which we do not want/need) or pay a monthly router maintenance surcharge. This is a lose-lose situation for me as a customer and was the precise reason for my complaint. Verizon states that the surcharge “[redacted]” of routers and that these older routers often lead to additional calls to Verizon. If true, then Verizon should have no problem swapping out the older models that only a “minority” of customers have with the refurbished third generation routers. However, I explained in my Revdex.com complaint that I’m NOT even using the Verizon router as a “router” but as bridge to my [redacted] router. I’ve had this setup for years with NO problems. And now Verizon is forcing me to either purchase/rent a newer router that I do not want, need or that I’ll even use as an actual “router” or I have to pay a monthly router maintenance surcharge for expected “additional calls” to Verizon technical support – a service that I thought was included in my agreement with Verizon – but one which I rarely have used. Most disconcerting is that Verizon’s response appears to be a canned cut-and-paste response with the exception of my name which Verizon misspelled. Therefore, I’m very skeptical that they paid close attention to the details in my complaint regarding why getting a newer Verizon “router” or paying a Verizon “router” maintenance fee is unnecessary and does not make practical sense in this case. Lastly, my family has been loyal Verizon Fios customers since the mid 2000’s (signed up as soon as it was offered in our area) and Verizon Wireless customers for numerous years. It saddens me after all these years that Verizon is pushing us towards cancelling our service when our current agreement ends in November, 2016 because (in our opinion) Verizon is not willing to be fair and reasonable in this matter. We hope that Verizon does the right thing for its loyal customers, minorities or not. Thank you for your consideration.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Records indicate a billing representative spoke with the customer who issued a one time credit for $42.85; as it is confirmed the customer requested disconnection on October **, 2016. The representative informed the customer the credit will reflect on the February **,...
2017 bill. The customer understood and had no additional questions.
2017 ...⇄ 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states Fingerhut sent her a camera that she did not order, and she returned the unopened merchandise to Fingerhut. Fingerhut received the return but continued to bill her for the camera. Ms. [redacted]’s desired resolution is to receive in writing the camera was returned. Records indicate a Polaroid Purple 8MP Digital Camera, a PQI 2GB SD Flash Card and a Double Cereal Dispenser were purchased from Fingerhut on September 11, 2008. The items were sent to the same address that is on Ms. [redacted]’s complaint. Our records also indicate that we received a Revdex.com complaint from Ms. [redacted] in June of 2009. In that complaint, Ms. [redacted] states she wanted to order a camera but believes she was sent the wrong camera. We had no contact from Ms. [redacted] before she returned the camera. Had she contacted us, we could have provided the return information at that time. Fingerhut received the return of the camera from Ms. [redacted] on November 26, 2008. Due to the length of time that has passed since the purchase date we were unable to accept the return as we require returns to be made in accordance with 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, videogames, 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. This item was returned to Ms. [redacted] on December 16, 2008. A letter explaining the return policy in detail was sent to Ms. [redacted] on January 28, 2009. On March 9, 2009 Ms. [redacted] returned the camera a second time to Fingerhut. Upon receiving this return a letter was sent to Ms. [redacted] in which stated, “We are not issuing any credit for the merchandise and we are no longer able to send it back to you.” On May 5, 2009 this item was disposed of. Due to severe delinquency Ms. [redacted]’s account was charged off on November 26, 2009 with a balance owing of $381.22. This account was then subsequently sold on February 28, 2012 to Jefferson Capital. For all concerns regarding this account Ms. [redacted] will need to contact Jefferson Capital at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
In response to the complaint filed the damaged fence and lawn were repaired. The customer has been provided direct contact information along with the number for the Verizon contractor.
Our vendor worked with the customer to resolve issues. The original gift card was canceled and reward points added back to the account allowing the customer to order a new gift card with the reward points.
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 Mr. [redacted], regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states that he received his billing statement 7 days prior to his bill being due, and that he received a late fee of $27.00 even though his check cleared within 20 days. Mr. [redacted] is concerned this may be a scam designed to create late fees. After reviewing Mr. [redacted]’s account, we show each billing statement is issued on the 11th of each month. The statements are then sent to the customer. On the statement, it shows the date the payment should be mailed by, and the actual due date of the current payment due for that month. Mr. [redacted]’s ‘mail by’ date on the statement that was printed on October 11, 2016 was October 31, 2016; the due date was November 7, 2016. Mr. [redacted] made his October 2016 payment on November 10, 2016. This payment, as shown on the statement, was due on November 7, 2016. This is why a $27.00 late fee was assessed on Mr. [redacted]’s account. Payments made online, are posted to the account the same day. According to Mr. [redacted]’s account, he made the payment online. Unfortunately, we are unable to waive the late fee on Mr. [redacted]’s account, as his payment was received beyond the due date. If Mr. [redacted] has any further questions, he may contact our Customer Service office at ###-###-#### between the hours of 8:00am and 8:00pm, Central Time, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Please be advised prior to the complaint being received in this office a credit was issued to clear the balance for this account that was billed in error. We pulled the account back from the outside collection agency and requested the account be deleted from [redacted] credit report. ...
A letter was emailed to him to confirm the request to delete the account from the credit report was made today. I agreed to follow up with [redacted] in two weeks to confirm the credit was restored. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
CONFIDENTIAL COMMUNICATION May 31, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. While we understand Ms. [redacted]’s frustration regarding the balance remaining on her account, we also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit for the original shipping and handling or the return shipping fees. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. The balance remaining on Ms. [redacted]’s account is $113.83. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to...
move to newer, more capable routers.The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the WPA2 protocol), and provide a better customer experience. However, if [redacted] does not wish to upgrade, he will be billed for a router maintenance surcharge of $2.80 per month.The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router.Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.On August **, 2016, I spoke with [redacted]n and advised should he purchase a third party router, he would not be subject to any monthly fees. It must be a Verizon-branded, compatible router i.e. [redacted] Rev I (Advanced Wi-Fi router) or Verizon G1100 (Fios Quantum Gateway). I explained that Verizon does not provide the models or brands of routers compatible with Verizon service nor does Verizon support third party equipment. [redacted] was not satisfied with the resolution.We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
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 made numerous lengthy attempts to resolve matter both via calls and the chat option. The day after I entered this complaint, I received a call from a [redacted] with Verizon who stated the company would be reviewing the matter to find a resolution. I have not received any further calls or voicemails from Verizon after that.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon has adjusted $794.26 from Nov to Sept * the breakdown is as follows. adjust nov 2015 bill to Aug 2016 bill cust service should have been disconnected; Nov 2015 for 19 days $95.74, Dec $128.57, jan 138.31 Feb 63.75, Mar 63.68 Apr 63.68 May $63.19 Ju $63.68 Jul $63.85 and Aug ** days $49.54...
for a total credit of $49.54. The account now shows as the customer having a credit balance of $410.80 that will be refunded to the customer within 6 to 8 weeks. Sincerely, Rita J. Verizon Executive Relations Team
A customer service representative also contacted the customer to review her billing concerns. Therepresentative confirmed with the customer that her bundle was $79.99 per month. The representative reviewed previous credits and also issued an out of service credit of $37.57 for...
voice and $13.34 for the set top box. The representative advised that Verizon does not guarantee wireless (WiFi) speeds. The customer had no further questions.
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 was initially not told about the clause of getting into a 2-yr contract for the $200 certificate redemption. Anyway, I do not want to waste anymore of my time and would not continue with this complaint. It will remain unresolved. Thanks.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On September **, 2015, our billing representative spoke with [redacted] and explained the account was disconnected on August **, 2015 but the order was Effective Bill Dated back to July **, 2015 and a refund of $132.40 will be sent to him. An additional 6 days over charge was issued totaling...
$27.65. We have requested the customer's refund check ($160.05) is expedited. Collection Action has ceased at this time.
I am rejecting this response because: this is discriminatory when customer heat relay service they immediately hang up and other say we don't accept the relay calls hang up very rude I am going to file a EOCC this case because I have proof conversation that I can show lawyer and I did called before 30 days policy I don't want lose my money I request for return and refund. Thank you
Please be advised Verizon record showed no calls prior to October **, 2015 requesting to disconnect the services. Based off this information no credits have been applied to the account. I was unable to reach [redacted] and sent the attached letter as our response. We trust this provides...
your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
According to record, the consumer spoke with a Verizon representative on April *, 2016 who explained the final billed charges. Upon investigation, per the consumer, he contact Verizon on February **, 2016 to disconnect service and Verizon continued to bill through February **, 2016. The...
representative issued the appropriate credits to correct the billing. To date, the final billed charges are $180.78, which are valid charges.
Several attempts were made to reach the customer without success and a call me letter was mailed. In the interim, we reviewed the customer's profile and it is now billing only for a Double Play (Data and Voice). Ms. S[redacted] Service Order Form received from the Door to Door representative...
reflected the first month's bill would be higher due to prorated charges. The issue regarding the Door to Door representative was referred and will be addressed internally. We apologize for any inconvenience that Ms. S[redacted] experienced as a result of the above matter.
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:
The complaint #[redacted] with Verizon Fios has NOT been resolved. The customer relations specialist I spoke with listened, and responded with excuses, not resolutions.1) I have an auxiliary receiver box, and according to a tech: this is used in a bedroom, or kitchen, not as a main box. I was told that is goes with my level of service.2) I cannot receive any help via their help line because of the box in question. A tech must be dispatched. The last tech replaced the outside box (at a cost to Verizon of $1500.00, so he said) One tech called his wife at his home to get the channel line-up, because my auxiliary box cannot support a guide. They will supply a main box for more money per month, though. Verizon customer service is going to interrogate the techs dispatched..3) Customer service for phone or TV always sends you to "[redacted]r ..." to resolve problems. I have no computer at my home, nor do I have their internet service. I do not have a "smart phone" either. 4) The voice mail storage is very small. I have to erase, or delete messages all the time. When I asked about this, I was told that "I probably did not use the old VM very much..." That is not a satisfactory answer. It is like two kids arguing "nuh-uh", and "uh huh".5) late charges: it takes Verizon 12 days to post a check. I have had late charges removed with a phone call, but I was told that the late charges incur on the unpaid balance. Isn't that charging interest on a utility bill? The sales division is very good, however. I took on Verizon Fios thinking that telephone and TV would be better, as they stated. It wasn't, it isn't, and it won't be. I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional cost. If they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services.[redacted]I want my balance zeroed, as I have had sub-standard service for phone and TV, and a proper box at no additional cost. If they can now offer a "cafeteria" style choice of channels (which they told me wasn't possible), they can limit the correct receiver box to the level of the customers designated level of Fios services.
Sincerely,
[redacted]
A Verizon representative spoke with [redacted] on 2/**/2016. [redacted] advised that she had filed a property damage claim but had not heard from the adjuster. The representative contacted the Sedgwick claims adjuster and had him contact [redacted] about the damage claim. The representative spoke with [redacted]...
[redacted] again on 2/**/2016. [redacted] advised that she had spoken with the claims adjuster, and has been promised payment for her claim. [redacted] has the direct number of the Verizon representative to call if she has any further issues with this damage claim.
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’s response is unsatisfactory and disappointing. Their mostly canned response essentially states that I have to purchase/rent a newer router (which we do not want/need) or pay a monthly router maintenance surcharge. This is a lose-lose situation for me as a customer and was the precise reason for my complaint. Verizon states that the surcharge “[redacted]” of routers and that these older routers often lead to additional calls to Verizon. If true, then Verizon should have no problem swapping out the older models that only a “minority” of customers have with the refurbished third generation routers. However, I explained in my Revdex.com complaint that I’m NOT even using the Verizon router as a “router” but as bridge to my [redacted] router. I’ve had this setup for years with NO problems. And now Verizon is forcing me to either purchase/rent a newer router that I do not want, need or that I’ll even use as an actual “router” or I have to pay a monthly router maintenance surcharge for expected “additional calls” to Verizon technical support – a service that I thought was included in my agreement with Verizon – but one which I rarely have used. Most disconcerting is that Verizon’s response appears to be a canned cut-and-paste response with the exception of my name which Verizon misspelled. Therefore, I’m very skeptical that they paid close attention to the details in my complaint regarding why getting a newer Verizon “router” or paying a Verizon “router” maintenance fee is unnecessary and does not make practical sense in this case. Lastly, my family has been loyal Verizon Fios customers since the mid 2000’s (signed up as soon as it was offered in our area) and Verizon Wireless customers for numerous years. It saddens me after all these years that Verizon is pushing us towards cancelling our service when our current agreement ends in November, 2016 because (in our opinion) Verizon is not willing to be fair and reasonable in this matter. We hope that Verizon does the right thing for its loyal customers, minorities or not. Thank you for your consideration.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Records indicate a billing representative spoke with the customer who issued a one time credit for $42.85; as it is confirmed the customer requested disconnection on October **, 2016. The representative informed the customer the credit will reflect on the February **,...
2017 bill. The customer understood and had no additional questions.
CONFIDENTIAL COMMUNICATION March 21,...
2017 ...⇄ 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states Fingerhut sent her a camera that she did not order, and she returned the unopened merchandise to Fingerhut. Fingerhut received the return but continued to bill her for the camera. Ms. [redacted]’s desired resolution is to receive in writing the camera was returned. Records indicate a Polaroid Purple 8MP Digital Camera, a PQI 2GB SD Flash Card and a Double Cereal Dispenser were purchased from Fingerhut on September 11, 2008. The items were sent to the same address that is on Ms. [redacted]’s complaint. Our records also indicate that we received a Revdex.com complaint from Ms. [redacted] in June of 2009. In that complaint, Ms. [redacted] states she wanted to order a camera but believes she was sent the wrong camera. We had no contact from Ms. [redacted] before she returned the camera. Had she contacted us, we could have provided the return information at that time. Fingerhut received the return of the camera from Ms. [redacted] on November 26, 2008. Due to the length of time that has passed since the purchase date we were unable to accept the return as we require returns to be made in accordance with 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, videogames, 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. This item was returned to Ms. [redacted] on December 16, 2008. A letter explaining the return policy in detail was sent to Ms. [redacted] on January 28, 2009. On March 9, 2009 Ms. [redacted] returned the camera a second time to Fingerhut. Upon receiving this return a letter was sent to Ms. [redacted] in which stated, “We are not issuing any credit for the merchandise and we are no longer able to send it back to you.” On May 5, 2009 this item was disposed of. Due to severe delinquency Ms. [redacted]’s account was charged off on November 26, 2009 with a balance owing of $381.22. This account was then subsequently sold on February 28, 2012 to Jefferson Capital. For all concerns regarding this account Ms. [redacted] will need to contact Jefferson Capital at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
In response to the complaint filed the damaged fence and lawn were repaired. The customer has been provided direct contact information along with the number for the Verizon contractor.
Our vendor worked with the customer to resolve issues. The original gift card was canceled and reward points added back to the account allowing the customer to order a new gift card with the reward points.
CONFIDENTIAL COMMUNICATION December 2,...
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 Mr. [redacted], regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states that he received his billing statement 7 days prior to his bill being due, and that he received a late fee of $27.00 even though his check cleared within 20 days. Mr. [redacted] is concerned this may be a scam designed to create late fees. After reviewing Mr. [redacted]’s account, we show each billing statement is issued on the 11th of each month. The statements are then sent to the customer. On the statement, it shows the date the payment should be mailed by, and the actual due date of the current payment due for that month. Mr. [redacted]’s ‘mail by’ date on the statement that was printed on October 11, 2016 was October 31, 2016; the due date was November 7, 2016. Mr. [redacted] made his October 2016 payment on November 10, 2016. This payment, as shown on the statement, was due on November 7, 2016. This is why a $27.00 late fee was assessed on Mr. [redacted]’s account. Payments made online, are posted to the account the same day. According to Mr. [redacted]’s account, he made the payment online. Unfortunately, we are unable to waive the late fee on Mr. [redacted]’s account, as his payment was received beyond the due date. If Mr. [redacted] has any further questions, he may contact our Customer Service office at ###-###-#### between the hours of 8:00am and 8:00pm, Central Time, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Please be advised prior to the complaint being received in this office a credit was issued to clear the balance for this account that was billed in error. We pulled the account back from the outside collection agency and requested the account be deleted from [redacted] credit report. ...
A letter was emailed to him to confirm the request to delete the account from the credit report was made today. I agreed to follow up with [redacted] in two weeks to confirm the credit was restored. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
CONFIDENTIAL COMMUNICATION May 31, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. While we understand Ms. [redacted]’s frustration regarding the balance remaining on her account, we also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit for the original shipping and handling or the return shipping fees. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. The balance remaining on Ms. [redacted]’s account is $113.83. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to...
move to newer, more capable routers.The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater online security (through use of the WPA2 protocol), and provide a better customer experience. However, if [redacted] does not wish to upgrade, he will be billed for a router maintenance surcharge of $2.80 per month.The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router.Verizon began notifying customers through email and direct mail starting July **. All customers will have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.On August **, 2016, I spoke with [redacted]n and advised should he purchase a third party router, he would not be subject to any monthly fees. It must be a Verizon-branded, compatible router i.e. [redacted] Rev I (Advanced Wi-Fi router) or Verizon G1100 (Fios Quantum Gateway). I explained that Verizon does not provide the models or brands of routers compatible with Verizon service nor does Verizon support third party equipment. [redacted] was not satisfied with the resolution.We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
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 made numerous lengthy attempts to resolve matter both via calls and the chat option. The day after I entered this complaint, I received a call from a [redacted] with Verizon who stated the company would be reviewing the matter to find a resolution. I have not received any further calls or voicemails from Verizon after that.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon has adjusted $794.26 from Nov to Sept * the breakdown is as follows. adjust nov 2015 bill to Aug 2016 bill cust service should have been disconnected; Nov 2015 for 19 days $95.74, Dec $128.57, jan 138.31 Feb 63.75, Mar 63.68 Apr 63.68 May $63.19 Ju $63.68 Jul $63.85 and Aug ** days $49.54...
for a total credit of $49.54. The account now shows as the customer having a credit balance of $410.80 that will be refunded to the customer within 6 to 8 weeks. Sincerely, Rita J. Verizon Executive Relations Team
A customer service representative also contacted the customer to review her billing concerns. Therepresentative confirmed with the customer that her bundle was $79.99 per month. The representative reviewed previous credits and also issued an out of service credit of $37.57 for...
voice and $13.34 for the set top box. The representative advised that Verizon does not guarantee wireless (WiFi) speeds. The customer had no further questions.
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 was initially not told about the clause of getting into a 2-yr contract for the $200 certificate redemption. Anyway, I do not want to waste anymore of my time and would not continue with this complaint. It will remain unresolved. Thanks.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On September **, 2015, our billing representative spoke with [redacted] and explained the account was disconnected on August **, 2015 but the order was Effective Bill Dated back to July **, 2015 and a refund of $132.40 will be sent to him. An additional 6 days over charge was issued totaling...
$27.65. We have requested the customer's refund check ($160.05) is expedited. Collection Action has ceased at this time.
I am rejecting this response because: this is discriminatory when customer heat relay service they immediately hang up and other say we don't accept the relay calls hang up very rude I am going to file a EOCC this case because I have proof conversation that I can show lawyer and I did called before 30 days policy I don't want lose my money I request for return and refund. Thank you
Please be advised Verizon record showed no calls prior to October **, 2015 requesting to disconnect the services. Based off this information no credits have been applied to the account. I was unable to reach [redacted] and sent the attached letter as our response. We trust this provides...
your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
According to record, the consumer spoke with a Verizon representative on April *, 2016 who explained the final billed charges. Upon investigation, per the consumer, he contact Verizon on February **, 2016 to disconnect service and Verizon continued to bill through February **, 2016. The...
representative issued the appropriate credits to correct the billing. To date, the final billed charges are $180.78, which are valid charges.