We were no able to substantiate the customer’s request to terminate the services back in August. The customer though informed he had moved back in August and had requested services provided by Time Warner in the new apartment. We asked the customer to provide us with a copy of the first bill...
received from Time Warner in his name for the new apartment which we can use to substantiate his vacating the old location.
The case was sent to the Verizon internet support team for review.Records indicate that the customer is on a aggregator which indicates that this is currently best effort service. He is currently set for speeds from 1.1-3MBPS. The circuit is currently show in sync/has connectivity with no errors.A...
specialist made several attempts to reach the customer by telephone to discuss this issue, but they were not successful and messages were left. Also, an email was sent to the customer asking if there was a more convenient number for the team to reach him, but there was no response.Should the customer wish to discuss this issue further, he may respond to the messages left and/or email sent.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about the package that he was sold and specific channels that were not included in the package he subscribes...
to. A Verizon representative spoke with [redacted] on July *, 2015 and have changed the package to include the missing channels and have upgraded at no additional monthly cost to him. [redacted] has accepted these actions as resolution and closure to this inquiry. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Company records show that the customer placed an order online on 2/**/16. A confirmation email was sent on 2/**/16 to [redacted]. The confirmation listed the services the customer agreed to along with the order date of 2/**/16. Customers are notified via the website when term agreements...
are near the end, it is the customer’s decision if and when to renew the agreement. Once the new agreement has been accepted it will take effect on the order date.
Upon receipt of this complaint we made several attempts to contact customer; leaving messages. Customer has not called back and at this point services are completed disconnect no payment arrangements to get services on. Customer needs to speak with customer service to reestablish services
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:
Rita J. (J[redacted]) called on July **, 2016 and we talked. She asked me to forward the email I received and I did right after the call. I may have forwarded to the wrong dept; I replied to the customer service email, addressing it to her. They may have never forwarded to her.She just called me but I missed the call. As soon as I got her message, I called back and left a voice mail. I will try to call back later multiple times.Here is what I wanted:- I never wanted their "super advanced" "quantum" router. I never did- As an Internet Service Provider, they have the responsibility to give me ethernet connection; their end should terminate in ethernet connection. That is all I want. I always had my router/firewall
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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 24 month contract was base on the service we supposed to get. Verizon has failed to provide the service. There is other complaints other then that two. There is three phone numbers, and internet was providing by Verizon. There has been service calls which they didn't show up or showed up a week later then scheduled. I am not willing to pay the early termination fee claimed by Verizon since the service wasn't provided which we sign contract for. Their lack of providing service caused damage to my business.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION April 28, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased an Anna Coffee Table on February 27, 2016. On March 11, 2016 Ms. [redacted] contacted Fingerhut stating the instruction manual and table legs were missing. A request was sent to the vendor to mail out the missing parts and instruction manual to Ms. [redacted]. Ms. [redacted] contacted Fingerhut on March 29, 2016 indicating she still had not received the missing parts or instruction manual. Ms. [redacted] was informed to allow more time for the parts to arrive. Ms. [redacted] contacted Fingerhut several more times between March 29, 2016 and April 22, 2016 indicating she still had not received the instruction manual or missing parts. On April 22, 2016 a prepaid label was sent to Ms. [redacted] to return the table for a full refund. A representative from the Executive Care Team contacted Ms. [redacted] on April 28, 2016 confirming she had returned the table and explained a full refund will be issued once received. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding a final bill they received with an early termination fee. The consumer contacted Verizon on 5/**/15 to transfer their service to a new address. At the time the...
order was placed the consumer agreed to a two year contract with Verizon. The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract. On 7/**/17 Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the 2 year contract. Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office. Verizon provided the consumer our website [redacted] to submit payment for their final bill. We also advised the consumer if they use paper check information for payment they will avoid paying the $3.50 bill matrix fee. The consumer understood and has our contact information should they have any further concerns.
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]
Verizon spoke with the customer and explained the service offer for $14.99 is not available. We offered the customer the rate of $34.99 for data service for 24 months and he accepted. The order has been issued and the customer is satisfied. Verizon apologizes for the inconvenience the customer...
[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] monthlybill averages $250-263 per month for the Triple Play which consists of...
phone,internet and TV services. Records indicate only partial payments have beenremitted thereby leaving a past due remaining balance due along with currentcharges for the following month. Verizon representative spoke with [redacted] whomadvised she is making cash payments at a payment location. She further believesthere a payments that have not been applied to her account. Verizon requestedshe fax proof of the payments missing then we would proceed with a paymentinvestigation on all missing payments. Verizon provide [redacted] with direct contactnumber to reach the Executive Office and direct fax number to provide proof on2 occasions. However we have not received a call back or fax. Verizon will behappy to assist once the requested information is provided. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I am rejecting this response because: my account...
was due 94.00, I tried to pay on line with my card, my card is in good standing, the fingerhut web must not be taking cvredit cards, because eit said declined and there is no way my card is declined, is good, and also I am waiting on a refund of 89.99 plus 16.99 shipping, it hasn't showed up on my account, I will not pay a late fee, due to the wed site not working right, so I am NOT going to pay 27.00 late fee, and since I have a credit of 89.99 I do not owe a bill at this time,, ,my orginal statement said I owed 94.00 now I don't since I have a credit, I owe nothing this month, please fix my bill where I owe nothing for june, thanks [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I spoke to an Executive Rep. who was polite and very understanding. She treated me with the utmost respect and reassured me that the issue I was having would be resolved. I am very happy with Verizon for stepping up and taking care of a small issue with a long time customer. This small act shows that they do care about their customers and I appreciate that a lot and will continue to do business with them. Thank you to both parties for helping resolve this issue.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/02/15) */
CONFIDENTIAL COMMUNICATION
February 15, 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 Advantage Credit Account.
Our records indicate that the Serta Queen 19" Pillowtop Airbed w/ Neverflat Pump was purchased on June 4, 2015. We received this item as a return on December 30, 2015 which was outside of our return window timeframe as outlined in our return policy. However, due to extenuating circumstances, we made an exception to credit the airbed. The credit amount of $239.99 was issued on January 4, 2016, which reflects the price of the bed only. As outlined in our return policy, the shipping and handling charges are nonrefundable and were not included in the credit.
Mr. [redacted]'s monthly billing statements include charges from one of our partner programs, ASP travel insurance, on the first of each month. Mr. [redacted]'s enrollment in this program remains active and will be continue to be billed accordingly. Aside from these charges, the remaining balance consists of late fees and finance charges.
At this time, the total balance on Mr. [redacted]'s account is $380.97 with a minimum due of $64.98 by February 20, 2016. Mr. [redacted] should make a payment of at least this amount by the due date to avoid accruing a late fee and ensure the account remains in good standing.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
I am rejecting this response because: They state that they attempted to contact me through the following phone number: ###-###-####. This is an old phone number and I don't know how or why it was associated with my account. They did not call me on either of the other two phone numbers. One of them was my cell phone and I would have answered. I checked my phone record and it does not show that Gettington tried to contact me at my cell phone number. I am not satisfied with their resolution in the matter and I feel there terms were unjust. As I stated in my original complaint, and according to their own admission, I made a payment in February (February 8, 2016) this was well before the due date on February 22, 2016. They further state that the amount of $616.36 was reversed by my bank. This was a joint account that my husband had added my name on. It was his reversing of the monies not mine. In addition I was out of town when I returned I had a letter from Gettington stating the money from my husbands bank account had been reversed. I immediately made a payment of $100.00. To give me only thirty days in which to respond is poor business protocol. Most companies when they hear about a situation such as mine they would work with me. Obviously Gettington does not value their loyal customers. I purchased many items through Gettington and I always paid them when due and most of the time I paid the bill in full well before the due date. As I stated in my original complaint I will pay the remainder of the balance off. In light of how this was handled, I will never do business again with Gettington. They have offered me the option to have my account closed. I will do that later today.
Comenity Bank Owns and Operates our Blair credit card accounts. They will be responding directly to the customer on our behalf. Attached is their Response.
Executive Relations[redacted] Called [redacted] at ###-###-#### and apologized for the problems he has had with the bundle price he has been having. I did advised that it was a system issue and that Verizon would honor the price, however, I would have to follow up on his account...
each month and credit the account to make sure the price is correct.
We were no able to substantiate the customer’s request to terminate the services back in August. The customer though informed he had moved back in August and had requested services provided by Time Warner in the new apartment. We asked the customer to provide us with a copy of the first bill...
received from Time Warner in his name for the new apartment which we can use to substantiate his vacating the old location.
The case was sent to the Verizon internet support team for review.Records indicate that the customer is on a aggregator which indicates that this is currently best effort service. He is currently set for speeds from 1.1-3MBPS. The circuit is currently show in sync/has connectivity with no errors.A...
specialist made several attempts to reach the customer by telephone to discuss this issue, but they were not successful and messages were left. Also, an email was sent to the customer asking if there was a more convenient number for the team to reach him, but there was no response.Should the customer wish to discuss this issue further, he may respond to the messages left and/or email sent.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about the package that he was sold and specific channels that were not included in the package he subscribes...
to. A Verizon representative spoke with [redacted] on July *, 2015 and have changed the package to include the missing channels and have upgraded at no additional monthly cost to him. [redacted] has accepted these actions as resolution and closure to this inquiry. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Company records show that the customer placed an order online on 2/**/16. A confirmation email was sent on 2/**/16 to [redacted]. The confirmation listed the services the customer agreed to along with the order date of 2/**/16. Customers are notified via the website when term agreements...
are near the end, it is the customer’s decision if and when to renew the agreement. Once the new agreement has been accepted it will take effect on the order date.
Upon receipt of this complaint we made several attempts to contact customer; leaving messages. Customer has not called back and at this point services are completed disconnect no payment arrangements to get services on. Customer needs to speak with customer service to reestablish services
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:
Rita J. (J[redacted]) called on July **, 2016 and we talked. She asked me to forward the email I received and I did right after the call. I may have forwarded to the wrong dept; I replied to the customer service email, addressing it to her. They may have never forwarded to her.She just called me but I missed the call. As soon as I got her message, I called back and left a voice mail. I will try to call back later multiple times.Here is what I wanted:- I never wanted their "super advanced" "quantum" router. I never did- As an Internet Service Provider, they have the responsibility to give me ethernet connection; their end should terminate in ethernet connection. That is all I want. I always had my router/firewall
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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 24 month contract was base on the service we supposed to get. Verizon has failed to provide the service. There is other complaints other then that two. There is three phone numbers, and internet was providing by Verizon. There has been service calls which they didn't show up or showed up a week later then scheduled. I am not willing to pay the early termination fee claimed by Verizon since the service wasn't provided which we sign contract for. Their lack of providing service caused damage to my business.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION April 28, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased an Anna Coffee Table on February 27, 2016. On March 11, 2016 Ms. [redacted] contacted Fingerhut stating the instruction manual and table legs were missing. A request was sent to the vendor to mail out the missing parts and instruction manual to Ms. [redacted]. Ms. [redacted] contacted Fingerhut on March 29, 2016 indicating she still had not received the missing parts or instruction manual. Ms. [redacted] was informed to allow more time for the parts to arrive. Ms. [redacted] contacted Fingerhut several more times between March 29, 2016 and April 22, 2016 indicating she still had not received the instruction manual or missing parts. On April 22, 2016 a prepaid label was sent to Ms. [redacted] to return the table for a full refund. A representative from the Executive Care Team contacted Ms. [redacted] on April 28, 2016 confirming she had returned the table and explained a full refund will be issued once received. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding a final bill they received with an early termination fee. The consumer contacted Verizon on 5/**/15 to transfer their service to a new address. At the time the...
order was placed the consumer agreed to a two year contract with Verizon. The consumer completed a terms of service agreement which records the consumer's acceptance of the two year contract. On 7/**/17 Verizon contacted the consumer to go over the order they placed to move their service to the new location and we played the recording of the acceptance of the 2 year contract. Verizon advised we sent the final bill to the address we had on file, the consumer did not provide a new mailing address or have forwarding set up thru the post office. Verizon provided the consumer our website [redacted] to submit payment for their final bill. We also advised the consumer if they use paper check information for payment they will avoid paying the $3.50 bill matrix fee. The consumer understood and has our contact information should they have any further concerns.
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]
Verizon spoke with the customer and explained the service offer for $14.99 is not available. We offered the customer the rate of $34.99 for data service for 24 months and he accepted. The order has been issued and the customer is satisfied. Verizon apologizes for the inconvenience the customer...
experienced as a result of this matter.
[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] monthlybill averages $250-263 per month for the Triple Play which consists of...
phone,internet and TV services. Records indicate only partial payments have beenremitted thereby leaving a past due remaining balance due along with currentcharges for the following month. Verizon representative spoke with [redacted] whomadvised she is making cash payments at a payment location. She further believesthere a payments that have not been applied to her account. Verizon requestedshe fax proof of the payments missing then we would proceed with a paymentinvestigation on all missing payments. Verizon provide [redacted] with direct contactnumber to reach the Executive Office and direct fax number to provide proof on2 occasions. However we have not received a call back or fax. Verizon will behappy to assist once the requested information is provided. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I am rejecting this response because: my account...
was due 94.00, I tried to pay on line with my card, my card is in good standing, the fingerhut web must not be taking cvredit cards, because eit said declined and there is no way my card is declined, is good, and also I am waiting on a refund of 89.99 plus 16.99 shipping, it hasn't showed up on my account, I will not pay a late fee, due to the wed site not working right, so I am NOT going to pay 27.00 late fee, and since I have a credit of 89.99 I do not owe a bill at this time,, ,my orginal statement said I owed 94.00 now I don't since I have a credit, I owe nothing this month, please fix my bill where I owe nothing for june, thanks [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I spoke to an Executive Rep. who was polite and very understanding. She treated me with the utmost respect and reassured me that the issue I was having would be resolved. I am very happy with Verizon for stepping up and taking care of a small issue with a long time customer. This small act shows that they do care about their customers and I appreciate that a lot and will continue to do business with them. Thank you to both parties for helping resolve this issue.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/02/15) */
CONFIDENTIAL COMMUNICATION
February 15, 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 Advantage Credit Account.
Our records indicate that the Serta Queen 19" Pillowtop Airbed w/ Neverflat Pump was purchased on June 4, 2015. We received this item as a return on December 30, 2015 which was outside of our return window timeframe as outlined in our return policy. However, due to extenuating circumstances, we made an exception to credit the airbed. The credit amount of $239.99 was issued on January 4, 2016, which reflects the price of the bed only. As outlined in our return policy, the shipping and handling charges are nonrefundable and were not included in the credit.
Mr. [redacted]'s monthly billing statements include charges from one of our partner programs, ASP travel insurance, on the first of each month. Mr. [redacted]'s enrollment in this program remains active and will be continue to be billed accordingly. Aside from these charges, the remaining balance consists of late fees and finance charges.
At this time, the total balance on Mr. [redacted]'s account is $380.97 with a minimum due of $64.98 by February 20, 2016. Mr. [redacted] should make a payment of at least this amount by the due date to avoid accruing a late fee and ensure the account remains in good standing.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Please be advised Verizon applied a $30.00 for 12 months with no contract adjustment to [redacted] account and she is very happy.
I am rejecting this response because: They state that they attempted to contact me through the following phone number: ###-###-####. This is an old phone number and I don't know how or why it was associated with my account. They did not call me on either of the other two phone numbers. One of them was my cell phone and I would have answered. I checked my phone record and it does not show that Gettington tried to contact me at my cell phone number. I am not satisfied with their resolution in the matter and I feel there terms were unjust. As I stated in my original complaint, and according to their own admission, I made a payment in February (February 8, 2016) this was well before the due date on February 22, 2016. They further state that the amount of $616.36 was reversed by my bank. This was a joint account that my husband had added my name on. It was his reversing of the monies not mine. In addition I was out of town when I returned I had a letter from Gettington stating the money from my husbands bank account had been reversed. I immediately made a payment of $100.00. To give me only thirty days in which to respond is poor business protocol. Most companies when they hear about a situation such as mine they would work with me. Obviously Gettington does not value their loyal customers. I purchased many items through Gettington and I always paid them when due and most of the time I paid the bill in full well before the due date. As I stated in my original complaint I will pay the remainder of the balance off. In light of how this was handled, I will never do business again with Gettington. They have offered me the option to have my account closed. I will do that later today.
Comenity Bank Owns and Operates our Blair credit card accounts. They will be responding directly to the customer on our behalf. Attached is their Response.
Executive Relations[redacted] Called [redacted] at ###-###-#### and apologized for the problems he has had with the bundle price he has been having. I did advised that it was a system issue and that Verizon would honor the price, however, I would have to follow up on his account...
each month and credit the account to make sure the price is correct.