CONFIDENTIAL COMMUNICATION June 10, 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 credit reporting issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her account was reported as 60 days late back in 2013 and disputes this as inaccurate, and would like it removed from the account’s reporting history. Our investigation confirms that no payments were received for the following payment due date on Ms. [redacted]’s account: January 27, 2013, February 27, 2013, and March 27, 2013. On April 18, 2013, we received a $225.00 payment that brought Ms. [redacted]’s account back into a good-standing/paid current status and it continued to be paid on time for the rest of 2013. However, the payment history for the months listed above during which no payments were received on her account was correctly reported to the credit agencies, and no changes can be made. We are required by the Fair Credit Reporting Act to report accurate information to reporting agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
(The consumer indicated he/she DID NOT accept the response from the business.)
They accused me of not wanting to pay on my Fingerhut for different months and I reported and had the account noted last year I did not have the payments and closed the account because I can't afford it and they keep changing up the policy to only stop contacting me so this is no help when I did not even decline the payment arrangement because it is not affordable on this closed Fingerhut account to pay 65 dollars a month. I am under the Disability act this Company took advantage of my Customer paying rights because I called them several times about I don't have two incomes to pay on this account since 2015.
On 1/**/18, a Verizon representative reviewed the account. The customer had service from 10/**/17 through 10/**/17. The customer’s final bill was prorated for the correct amount and the customer made a payment for the billed amount. When customers cancel their service within 30 days the ETF is...
waived. This does not apply to the service charges. The charges and payment were valid and is sustained. No refund or credit with be provided for prorated charges.On 1/**/18, the representative also explained the information above to the customer. The customer requested the information in writing. Verizon has provided the information to the customer via email.
2016 ...⇄ #[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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she returned the defective Schumacher 100-Amp Speed Charge, and when she called the manufacturer she was instructed to return it back to Fingerhut. Ms. [redacted] asserts that Fingerhut has denied the return and that we have disposed of the item. He requests a replacement or a credit to be issued to his Fingerhut account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely,
Please be advised Verizon spoke with [redacted] April *, 2016 who was disputing the $132.81 change in service charge. We explained it was not a onetime charges, but instead the prorated for the new billing. We issued $5 credit for late fee on the March bill. She was satisfied with the resolution....
We trust this provides your office with the information required in this matter.
Thank you,
Ms. M[redacted] Sr. Analyst
Verizon Executive Relations
Verizon's Usage Verification Center (UVC) office informed Verizon sent sufficient notices to the customer advising of pending disconnect due to payment history on the account. The customer expressed concern that payment arrangements made by other departments were no honored. The UVC informed the customer due to the status of the account, payment arrangements are not honored by other departments. UVC explained to the customer step-by-step what is necessary to establish new service; as the account has been permanently disconnected. UVC informed the customer satisfied the balance due on August **, 2017, the block status was removed and the customer was transferred to Verizon's Customer Service Center to establish new service.
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 filed a complaint against Debt Recovery, but since Verizon sent to the credit collections, then why can't Verizon contact them ad tell them to take it off due to I only had one collection to pay for Verizon for [redacted] and paid it off. How is it Verizon turned two accounts over to the collection agency and only able to find one account. Crazy right?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A billing representative spoke with the customer regarding her concern. The representative explained that Verizon bills a full 30 days in advance and that she was not billed for 5 extra days. The first bill covered 10/**/17 to 11/**/17 with a payment date of 11/**/17. The...
representative also explained that when the time comes for her to move or disconnect service, she will be prorated at that time for whatever day she disconnects if it is within the bill cycle. The representative noted that the customer was satisfied with the explanation. The representative also reminded the customer that a temporary hold was put on her past due balance so that she would not be shut off, but she does need to make a payment. If the customer is suspended for non-payment, she will be billed a $50.00 reconnection fee. The customer said that she will take care of the bill.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My credit was no satisfied wiyh verizon. My television service was interrupyed as well abd I was supposed to be credited for month of july as well as per the customer service rep I spoke with back in june. Very unfair that I did not have good service with cerizon since january and they only credited me technically for june. I demand more credit especially for this aggracation and how upset I am. Their services were not working since january I demand a better credit or I am bringing this to tee media and cancelling my services all together ! I am so very fustrated how I am veing treated with verizob
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], what they state is correct. Verizon has contacted me over the phone and advised that service cancelled with back date, any and all charges are removed from my account. BUT, it will be clear in August when August bill is produced if these charges are really removed. So, currently issue is NOT resolved - it is still in the process.
Sincerely,
[redacted]
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 FreshStart Account. Mr. [redacted] states he did not receive a statement for the months of November and December 2015. He asserts even though over the past few months we have received payments in excess of $130.00, accordingly we are still charging over $100.00 on this purchase, which he feels is not possible. Mr. [redacted] states that he was told the late fees that were incurred due to the oversite would be forgiven. He is concerned that his account also doesn’t reflect any available credit. Mr. [redacted] states he is making his payments every month, but still receiving letters and phone calls stating we have not received payments. Mr. [redacted] has stated that the late fees may have caused the minimum amounts to increase. Mr. [redacted] has a Fingerhut FreshStart account issued by WebBank. FreshStart is designed to assist potential customers that do not qualify for a revolving WebBank/Fingerhut Credit Account. This program is a closed-end installment loan in which the customer makes a purchase that is within their assigned credit limit. Once the customer pays off the loan in installment payments she or he may qualify for a revolving credit account. A $30.00 down payment is required when the order is placed. 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 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. It is the responsibility of our customer to ensure we have the correct contact information on their account. Please understand, Mr. [redacted] does not need a physical statement in order to pay his bill, he can call our customer service to obtain the payment amount or to make the payment by phone, which is due on his account on the 20th of every month. Mr. [redacted] may also sign up for e-statements to be delivered to his email address. To do this please sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Statements” in the left hand column of the “My Account” page. Half way down the page you will see the “Statement Delivery” section. Follow the instructions in the box to select the preferred statement delivery method. Records indicate Mr. [redacted] did set up a scheduled payment plan on January 10, 2016 for $25.00 each month, however, this was not enough to cover the past due amount on his account, therefore, Mr. [redacted]’s account incurred late fees. While our records show that we have received payments on the 9th of each month beginning in February, the payments have not satisfied the minimum due amount. The customer must call us to increase the monthly recurring payments if the amount due has increased. Mr. [redacted] may contact us to set up recurring payments so his minimum payment will always be made or he may sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Payments” in the “My Account” page and follow the instructions. If Mr. [redacted] is unable to access your account online, please call our Customer Service Department at ###-###-####, Monday through Friday, 8 a.m. to 8 p.m. Central Time to make this change. FreshStart is a closed-end installment loan and will not show an available credit. It’s designed to help customers graduate to a revolving Fingerhut Advantage account. Upon making all payments on time, the customer will have successfully completed the program. A Fingerhut Advantage Credit Account will then be set up for the customer, with a limit up to $250.00. When a customer does not successfully complete the requirements of the FreshStart program, a retry account may be set up. The retry account is available for 6 months from the date of set up. If not used within that time frame, the customer will need to reapply to participate in the program again. If it has been more than one year since the customer first applied, they may need to reapply rather than receive a retry account. Mr. [redacted]’s current balance is $101.32 with a minimum payment of $52.63 due by June 20, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
We sincerely apologize for the trouble and inconvenience the customer have experienced. I have been asked to resolve this issue. Account number is [redacted]. This account has been sold to a Third Party Agency. This is no longer a Verizon account or Verizon debt. We have an equipment...
credit order for Digital Adapter -$175.00 and HD DVR -$550.00 dated 12/**/2014. Therefore, Verizon did in fact credit you for equipment you were previously billed for.
The customer was contacted and she advised that she had installed the service herself. The customer discussed her billing questions regarding her grandfather's account and her husband's account. The representative explained the balances on both accounts. The representative also confirmed...
that there were no charges for installation or activation on the account. The representative noted that the customer understood and had no further questions.
Verizon Appeals Representative spoke with [redacted] on 10-**-17, and explained it appears the router should have been included in his order. However, since it was not, it was unavailable to add back to his account at no charge. The Representative advised they would order a gateway router which he...
should receive in 24-48 hourst. He will see a charge on his bill (as well as priority shipping costs) and the Representative will follow up on his November bill to issue the necessary adjustments. Order [redacted] was issued for the Gateway router and a follow up set for the Nov * bill to adjust the shipping and router installments.
The case was sent to the business office for review.A specialist spoke with the customer on 3/**/17 and explained that his data billing was $173.73. Also, there will be no Early Termination Fee (ETF) liabilty. However, on 3/**/17, two credits were issued reducing the billing to $75.93. The...
specialist advised that his final bill, which has not been issued yet, will have pro-rated credit from 2/**/17 through 3/[redacted]17. The customer understands and will wait until he receives the final bill. Should had have any additional questions/concerns at that time, he will contact the specialist directly.
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. Mr. [redacted] states the teeth whitening system he purchased is not working correctly. He states the on/off button is faulty and would like to return the product to Fingerhut. Our records indicate Mr. [redacted] purchased a Million Dollar Smile TrueWhite 7-LED 3 Step Teeth Whitening System on May 28, 2016. On June 13, 2016 a prepaid postage label was mailed to Mr. [redacted]. Once we receive the return the item will be examined to determine if credit will be issued for the defect Mr. [redacted] is claiming. For future reference we would like Mr. [redacted] to be aware of 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.” As Mr. [redacted] is returning the teeth whitening system to Fingerhut he is still required to make the minimum payments due on his account. At this time the current balance on Mr. [redacted] account is $4,326.42. The estimated minimum payment due by July 18, 2016 is $216.00. The exact amount due will be shown on his billing statement which will be printed on June 22, 2016. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
A crew was sent to the customer's location on April **, 2016 and buried the cable. Another crew was dispatched on May *, 2016 to complete the cutover. The customer was satisfied.
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. Still will not shop with them in the future. Thank You [redacted]
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate on March *, 2018. The customer has Fios Gigabit Connection and Fios Custom TV for 2 months. Our records show a repair ticket was issued and a technician dispatched on February **, billed the...
$50.00 one time Technician Visit Fee and advised he notified the Local Outside Manager of the issue. On March *, the customer's account was credited $50.00 which will appear on the next bill statement. I spoke with the customer on March * and advised of the credit.
CONFIDENTIAL COMMUNICATION June 10, 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 credit reporting issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her account was reported as 60 days late back in 2013 and disputes this as inaccurate, and would like it removed from the account’s reporting history. Our investigation confirms that no payments were received for the following payment due date on Ms. [redacted]’s account: January 27, 2013, February 27, 2013, and March 27, 2013. On April 18, 2013, we received a $225.00 payment that brought Ms. [redacted]’s account back into a good-standing/paid current status and it continued to be paid on time for the rest of 2013. However, the payment history for the months listed above during which no payments were received on her account was correctly reported to the credit agencies, and no changes can be made. We are required by the Fair Credit Reporting Act to report accurate information to reporting agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
(The consumer indicated he/she DID NOT accept the response from the business.)
They accused me of not wanting to pay on my Fingerhut for different months and I reported and had the account noted last year I did not have the payments and closed the account because I can't afford it and they keep changing up the policy to only stop contacting me so this is no help when I did not even decline the payment arrangement because it is not affordable on this closed Fingerhut account to pay 65 dollars a month. I am under the Disability act this Company took advantage of my Customer paying rights because I called them several times about I don't have two incomes to pay on this account since 2015.
On 1/**/18, a Verizon representative reviewed the account. The customer had service from 10/**/17 through 10/**/17. The customer’s final bill was prorated for the correct amount and the customer made a payment for the billed amount. When customers cancel their service within 30 days the ETF is...
waived. This does not apply to the service charges. The charges and payment were valid and is sustained. No refund or credit with be provided for prorated charges.On 1/**/18, the representative also explained the information above to the customer. The customer requested the information in writing. Verizon has provided the information to the customer via email.
CONFIDENTIAL COMMUNICATION June 27,...
2016 ...⇄ #[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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she returned the defective Schumacher 100-Amp Speed Charge, and when she called the manufacturer she was instructed to return it back to Fingerhut. Ms. [redacted] asserts that Fingerhut has denied the return and that we have disposed of the item. He requests a replacement or a credit to be issued to his Fingerhut account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely,
Please be advised Verizon spoke with [redacted] April *, 2016 who was disputing the $132.81 change in service charge. We explained it was not a onetime charges, but instead the prorated for the new billing. We issued $5 credit for late fee on the March bill. She was satisfied with the resolution....
We trust this provides your office with the information required in this matter.
Thank you,
Ms. M[redacted] Sr. Analyst
Verizon Executive Relations
Verizon's Usage Verification Center (UVC) office informed Verizon sent sufficient notices to the customer advising of pending disconnect due to payment history on the account. The customer expressed concern that payment arrangements made by other departments were no honored. The UVC informed the customer due to the status of the account, payment arrangements are not honored by other departments. UVC explained to the customer step-by-step what is necessary to establish new service; as the account has been permanently disconnected. UVC informed the customer satisfied the balance due on August **, 2017, the block status was removed and the customer was transferred to Verizon's Customer Service Center to establish new service.
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 filed a complaint against Debt Recovery, but since Verizon sent to the credit collections, then why can't Verizon contact them ad tell them to take it off due to I only had one collection to pay for Verizon for [redacted] and paid it off. How is it Verizon turned two accounts over to the collection agency and only able to find one account. Crazy right?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A billing representative spoke with the customer regarding her concern. The representative explained that Verizon bills a full 30 days in advance and that she was not billed for 5 extra days. The first bill covered 10/**/17 to 11/**/17 with a payment date of 11/**/17. The...
representative also explained that when the time comes for her to move or disconnect service, she will be prorated at that time for whatever day she disconnects if it is within the bill cycle. The representative noted that the customer was satisfied with the explanation. The representative also reminded the customer that a temporary hold was put on her past due balance so that she would not be shut off, but she does need to make a payment. If the customer is suspended for non-payment, she will be billed a $50.00 reconnection fee. The customer said that she will take care of the bill.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
My credit was no satisfied wiyh verizon. My television service was interrupyed as well abd I was supposed to be credited for month of july as well as per the customer service rep I spoke with back in june. Very unfair that I did not have good service with cerizon since january and they only credited me technically for june. I demand more credit especially for this aggracation and how upset I am. Their services were not working since january I demand a better credit or I am bringing this to tee media and cancelling my services all together ! I am so very fustrated how I am veing treated with verizob
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], what they state is correct. Verizon has contacted me over the phone and advised that service cancelled with back date, any and all charges are removed from my account. BUT, it will be clear in August when August bill is produced if these charges are really removed. So, currently issue is NOT resolved - it is still in the process.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 15,...
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 FreshStart Account. Mr. [redacted] states he did not receive a statement for the months of November and December 2015. He asserts even though over the past few months we have received payments in excess of $130.00, accordingly we are still charging over $100.00 on this purchase, which he feels is not possible. Mr. [redacted] states that he was told the late fees that were incurred due to the oversite would be forgiven. He is concerned that his account also doesn’t reflect any available credit. Mr. [redacted] states he is making his payments every month, but still receiving letters and phone calls stating we have not received payments. Mr. [redacted] has stated that the late fees may have caused the minimum amounts to increase. Mr. [redacted] has a Fingerhut FreshStart account issued by WebBank. FreshStart is designed to assist potential customers that do not qualify for a revolving WebBank/Fingerhut Credit Account. This program is a closed-end installment loan in which the customer makes a purchase that is within their assigned credit limit. Once the customer pays off the loan in installment payments she or he may qualify for a revolving credit account. A $30.00 down payment is required when the order is placed. 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 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. It is the responsibility of our customer to ensure we have the correct contact information on their account. Please understand, Mr. [redacted] does not need a physical statement in order to pay his bill, he can call our customer service to obtain the payment amount or to make the payment by phone, which is due on his account on the 20th of every month. Mr. [redacted] may also sign up for e-statements to be delivered to his email address. To do this please sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Statements” in the left hand column of the “My Account” page. Half way down the page you will see the “Statement Delivery” section. Follow the instructions in the box to select the preferred statement delivery method. Records indicate Mr. [redacted] did set up a scheduled payment plan on January 10, 2016 for $25.00 each month, however, this was not enough to cover the past due amount on his account, therefore, Mr. [redacted]’s account incurred late fees. While our records show that we have received payments on the 9th of each month beginning in February, the payments have not satisfied the minimum due amount. The customer must call us to increase the monthly recurring payments if the amount due has increased. Mr. [redacted] may contact us to set up recurring payments so his minimum payment will always be made or he may sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Payments” in the “My Account” page and follow the instructions. If Mr. [redacted] is unable to access your account online, please call our Customer Service Department at ###-###-####, Monday through Friday, 8 a.m. to 8 p.m. Central Time to make this change. FreshStart is a closed-end installment loan and will not show an available credit. It’s designed to help customers graduate to a revolving Fingerhut Advantage account. Upon making all payments on time, the customer will have successfully completed the program. A Fingerhut Advantage Credit Account will then be set up for the customer, with a limit up to $250.00. When a customer does not successfully complete the requirements of the FreshStart program, a retry account may be set up. The retry account is available for 6 months from the date of set up. If not used within that time frame, the customer will need to reapply to participate in the program again. If it has been more than one year since the customer first applied, they may need to reapply rather than receive a retry account. Mr. [redacted]’s current balance is $101.32 with a minimum payment of $52.63 due by June 20, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
We sincerely apologize for the trouble and inconvenience the customer have experienced. I have been asked to resolve this issue. Account number is [redacted]. This account has been sold to a Third Party Agency. This is no longer a Verizon account or Verizon debt. We have an equipment...
credit order for Digital Adapter -$175.00 and HD DVR -$550.00 dated 12/**/2014. Therefore, Verizon did in fact credit you for equipment you were previously billed for.
The customer was contacted and she advised that she had installed the service herself. The customer discussed her billing questions regarding her grandfather's account and her husband's account. The representative explained the balances on both accounts. The representative also confirmed...
that there were no charges for installation or activation on the account. The representative noted that the customer understood and had no further questions.
Verizon Appeals Representative spoke with [redacted] on 10-**-17, and explained it appears the router should have been included in his order. However, since it was not, it was unavailable to add back to his account at no charge. The Representative advised they would order a gateway router which he...
should receive in 24-48 hourst. He will see a charge on his bill (as well as priority shipping costs) and the Representative will follow up on his November bill to issue the necessary adjustments. Order [redacted] was issued for the Gateway router and a follow up set for the Nov * bill to adjust the shipping and router installments.
The case was sent to the business office for review.A specialist spoke with the customer on 3/**/17 and explained that his data billing was $173.73. Also, there will be no Early Termination Fee (ETF) liabilty. However, on 3/**/17, two credits were issued reducing the billing to $75.93. The...
specialist advised that his final bill, which has not been issued yet, will have pro-rated credit from 2/**/17 through 3/[redacted]17. The customer understands and will wait until he receives the final bill. Should had have any additional questions/concerns at that time, he will contact the specialist directly.
CONFIDENTIAL COMMUNICATION June 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 Advantage Credit Account. Mr. [redacted] states the teeth whitening system he purchased is not working correctly. He states the on/off button is faulty and would like to return the product to Fingerhut. Our records indicate Mr. [redacted] purchased a Million Dollar Smile TrueWhite 7-LED 3 Step Teeth Whitening System on May 28, 2016. On June 13, 2016 a prepaid postage label was mailed to Mr. [redacted]. Once we receive the return the item will be examined to determine if credit will be issued for the defect Mr. [redacted] is claiming. For future reference we would like Mr. [redacted] to be aware of 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.” As Mr. [redacted] is returning the teeth whitening system to Fingerhut he is still required to make the minimum payments due on his account. At this time the current balance on Mr. [redacted] account is $4,326.42. The estimated minimum payment due by July 18, 2016 is $216.00. The exact amount due will be shown on his billing statement which will be printed on June 22, 2016. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
A crew was sent to the customer's location on April **, 2016 and buried the cable. Another crew was dispatched on May *, 2016 to complete the cutover. The customer was satisfied.
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. Still will not shop with them in the future. Thank You [redacted]
Verizon's position has not changed. The $2.80 fee will not be waived. The refurbished router can be provided for a fee.
Upon receipt of the complaint, the issue was referred to the appropriate department to review and investigate on March *, 2018. The customer has Fios Gigabit Connection and Fios Custom TV for 2 months. Our records show a repair ticket was issued and a technician dispatched on February **, billed the...
$50.00 one time Technician Visit Fee and advised he notified the Local Outside Manager of the issue. On March *, the customer's account was credited $50.00 which will appear on the next bill statement. I spoke with the customer on March * and advised of the credit.