Initial Business Response /* (1000, 6, 2015/08/05) */
CONFIDENTIAL COMMUNICATION
August 5, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] placed an order on our website on June 26, 2015 for a Frigidaire Side-By-Side Refrigerator for a total of $1,149.00. This item ships directly from our vendor. At the time the order was placed, our website would have displayed the following message based on the item Mr. [redacted] selected:
"This item is being shipped to you directly from our vendor. They expect to deliver this item by 07/16/2015, upon credit approval and receipt and clearance of payment, if applicable. It will ship by a trucking company and they will call you during normal business hours to schedule delivery. Is the phone # we have on file your day time number? (If not, collect day time number). Please be advised that delivery is curbside only. You will need to make your own arrangements to move the item into your home."
Due to the size and weight of the item Mr. [redacted] ordered, the shipment was delivered through a trucking company. The trucking company contacts the customer once the item reaches the area in which the delivery will occur. The delivery is then arranged between the trucking company and the customer during normal business hours.
Our records indicate Mr. [redacted] has already received credits of $150.00 due to the inconvenience he experienced with the order. The credits were issued on July 16, 2015 and will reflect on Mr. [redacted]'s next billing statement which prints on August 13, 2015. As a courtesy we have credited the additional $100.00 Mr. [redacted] requested which will also be reflected on the August 13, 2015 billing statement. No further discounts will be given on this order.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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.
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,
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
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]
I am rejecting this response because:
You must have typed the account number in wrong and put the payment credit to the wrong person. I do not have a [redacted] in my business, I do not have a [redacted] on my account. I sent in proof of cashed payment with the name [redacted] on it. There is no way it could have been sent to someone who does not exist on my account, so they would not be on my bill.And I do not appreciate being on a speaker phone with your company and hearing someone at your company saying who cares about my account. Correct your error, credit my account properly, stop damaging my credit, and do the right thing.
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]
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.
CONFIDENTIAL COMMUNICATION August 1, 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 your request to have your $30.00 down payment refunded to you, since you returned the item you ordered. Our records indicate you were charged $214.98 in total for that order, which breaks down into $169.99 for the price of the item, $29.49 for shipping and handling and $15.50 for tax. When you returned the item, you were credited $185.49 dollars, which is the combination of the price of the item, and tax. Your account was not credited for the original shipping and handling, which is in accordance with our Return Policy. Our Return Policy states, in part: 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 customer. The shipping and handling amount of $29.49 remained on your account as a balance. Since the $30.00 down payment is applied to the account as a payment, it fulfilled the $29.49 balance, and as such, is non-refundable. The remaining $0.38 was written off, so a retry account could be established. That account is available to you to use, however, you will need to make a new down-payment if you choose to place an order on it. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
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
I am rejecting this response because: Because I am now being asked to submit another down payment $30.00 for a returned item! I the item was unopened and and FingerHut just kept my down payment and deined me from using the returned credit period. I have a letter from Fingerhut stating they would return my $30.00 and to get a letter from my bank. So now why is Fingerhut saying the $30.00 was for returned shipping? I can fax a copy of the letter that Fingerhut sent me this year in April 05, 2016 with that information stated.
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding incorrect information they were provided regarding the transfer of their service due to a move. The consumer contacted Verizon on 8/*/17 to move their service to a new...
location. We connected service at the new location on 8/**/17. The consumer advised they were told we would waive any and all installation fees. The consumer received an email confirmation stating they are being charged $210.00 for outlet installation and $90.00 FiOS setup fee. Verizon as a courtesy agreed to follow-up with the consumer’s 9/**/17 bill and make adjustments to these charges. We arranged to call the consumer back on 9/**/17 to confirm the adjustments that will be bad on their bill. The consumer upgraded their bundle package on 8/**/17, the new bundle price is $119.99. The consumer is receiving a $20.00 discount off their bundle for 12 months which will have their bundle price at $99.99. We advised the consumer their 2 year contract is giving them discounts thru 2019, however if they choose to cancel their service we will waive the early termination fee. The consumer agreed for us to follow-up with their 9/**/17 billing statement and they have 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'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.
Initial Business Response /* (1000, 5, 2015/10/30) */
CONFIDENTIAL COMMUNICATION
October 30, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced with us relating to the payment issue outlined in the inquiry. All agents are accountable to meet our professional standards, and we apologize if these were not always lived up to with Ms. [redacted].
Our records confirm that Ms. [redacted]'s payment referenced in the inquiry and made through her Bill Pay provider was received here on October 20, 2015. However, there was a delay in processing the payment due to being submitted with Ms. [redacted]'s 10-digit Customer ID number instead of her 16-digit Account Number. On October 22, 2015 we were able to match up and post the payment to Ms. [redacted]'s account. Once this processing was completed, the correct payment date was indicated by back-dating it to the received date of October 20, 2015.
As a reminder, customers using a Bill Pay service to remit payments to us are required to provide their 16-digit WebBank/Fingerhut credit account number.
We appreciate Ms. [redacted] making a second, separate payment on her due date of October 22, 2015 while we finished processing the bill pay payment. Our records show her bank put a stop payment on the second payment, likely after Ms. [redacted] confirmed the bill pay payment had posted to her account. Although the stop payment resulted in a return payment fee being assessed, we have already credited it back to the account given the special circumstances involved. The credit will reflect on Ms. [redacted]'s next monthly statement for her records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
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.
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.
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.
Initial Business Response /* (1000, 6, 2015/08/05) */
CONFIDENTIAL COMMUNICATION
August 5, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] placed an order on our website on June 26, 2015 for a Frigidaire Side-By-Side Refrigerator for a total of $1,149.00. This item ships directly from our vendor. At the time the order was placed, our website would have displayed the following message based on the item Mr. [redacted] selected:
"This item is being shipped to you directly from our vendor. They expect to deliver this item by 07/16/2015, upon credit approval and receipt and clearance of payment, if applicable. It will ship by a trucking company and they will call you during normal business hours to schedule delivery. Is the phone # we have on file your day time number? (If not, collect day time number). Please be advised that delivery is curbside only. You will need to make your own arrangements to move the item into your home."
Due to the size and weight of the item Mr. [redacted] ordered, the shipment was delivered through a trucking company. The trucking company contacts the customer once the item reaches the area in which the delivery will occur. The delivery is then arranged between the trucking company and the customer during normal business hours.
Our records indicate Mr. [redacted] has already received credits of $150.00 due to the inconvenience he experienced with the order. The credits were issued on July 16, 2015 and will reflect on Mr. [redacted]'s next billing statement which prints on August 13, 2015. As a courtesy we have credited the additional $100.00 Mr. [redacted] requested which will also be reflected on the August 13, 2015 billing statement. No further discounts will be given on this order.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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 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,
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
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]
03/**/2016 I issued an order to make this service non published and added a $4.99 discount per month for 12 months.
I am rejecting this response because:
You must have typed the account number in wrong and put the payment credit to the wrong person. I do not have a [redacted] in my business, I do not have a [redacted] on my account. I sent in proof of cashed payment with the name [redacted] on it. There is no way it could have been sent to someone who does not exist on my account, so they would not be on my bill.And I do not appreciate being on a speaker phone with your company and hearing someone at your company saying who cares about my account. Correct your error, credit my account properly, stop damaging my credit, and do the right thing.
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]
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.
CONFIDENTIAL COMMUNICATION August 1, 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 your request to have your $30.00 down payment refunded to you, since you returned the item you ordered. Our records indicate you were charged $214.98 in total for that order, which breaks down into $169.99 for the price of the item, $29.49 for shipping and handling and $15.50 for tax. When you returned the item, you were credited $185.49 dollars, which is the combination of the price of the item, and tax. Your account was not credited for the original shipping and handling, which is in accordance with our Return Policy. Our Return Policy states, in part: 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 customer. The shipping and handling amount of $29.49 remained on your account as a balance. Since the $30.00 down payment is applied to the account as a payment, it fulfilled the $29.49 balance, and as such, is non-refundable. The remaining $0.38 was written off, so a retry account could be established. That account is available to you to use, however, you will need to make a new down-payment if you choose to place an order on it. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
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
I am rejecting this response because: Because I am now being asked to submit another down payment $30.00 for a returned item! I the item was unopened and and FingerHut just kept my down payment and deined me from using the returned credit period. I have a letter from Fingerhut stating they would return my $30.00 and to get a letter from my bank. So now why is Fingerhut saying the $30.00 was for returned shipping? I can fax a copy of the letter that Fingerhut sent me this year in April 05, 2016 with that information stated.
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding incorrect information they were provided regarding the transfer of their service due to a move. The consumer contacted Verizon on 8/*/17 to move their service to a new...
location. We connected service at the new location on 8/**/17. The consumer advised they were told we would waive any and all installation fees. The consumer received an email confirmation stating they are being charged $210.00 for outlet installation and $90.00 FiOS setup fee. Verizon as a courtesy agreed to follow-up with the consumer’s 9/**/17 bill and make adjustments to these charges. We arranged to call the consumer back on 9/**/17 to confirm the adjustments that will be bad on their bill. The consumer upgraded their bundle package on 8/**/17, the new bundle price is $119.99. The consumer is receiving a $20.00 discount off their bundle for 12 months which will have their bundle price at $99.99. We advised the consumer their 2 year contract is giving them discounts thru 2019, however if they choose to cancel their service we will waive the early termination fee. The consumer agreed for us to follow-up with their 9/**/17 billing statement and they have 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'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.
Initial Business Response /* (1000, 5, 2015/10/30) */
CONFIDENTIAL COMMUNICATION
October 30, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced with us relating to the payment issue outlined in the inquiry. All agents are accountable to meet our professional standards, and we apologize if these were not always lived up to with Ms. [redacted].
Our records confirm that Ms. [redacted]'s payment referenced in the inquiry and made through her Bill Pay provider was received here on October 20, 2015. However, there was a delay in processing the payment due to being submitted with Ms. [redacted]'s 10-digit Customer ID number instead of her 16-digit Account Number. On October 22, 2015 we were able to match up and post the payment to Ms. [redacted]'s account. Once this processing was completed, the correct payment date was indicated by back-dating it to the received date of October 20, 2015.
As a reminder, customers using a Bill Pay service to remit payments to us are required to provide their 16-digit WebBank/Fingerhut credit account number.
We appreciate Ms. [redacted] making a second, separate payment on her due date of October 22, 2015 while we finished processing the bill pay payment. Our records show her bank put a stop payment on the second payment, likely after Ms. [redacted] confirmed the bill pay payment had posted to her account. Although the stop payment resulted in a return payment fee being assessed, we have already credited it back to the account given the special circumstances involved. The credit will reflect on Ms. [redacted]'s next monthly statement for her records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
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.
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.
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.