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]
Initial Business Response /* (1000, 6, 2015/08/06) */
CONFIDENTIAL COMMUNICATION
August 5, 2015
Revdex.com of Minnesota Account #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, Terms and Conditions.
Ms. [redacted] states in her complaint that she is receiving collection calls twice an hour up to ten hours per day. Ms. [redacted]' desired resolution is for the calls to cease.
Based on the call logs associated with Ms. [redacted]' account, all outbound collection calls were attempted between the hours of 8am and 9pm Eastern Time. Our records also indicate Fingerhut never attempted to contact Ms. [redacted] more than six times in a day while her account was in a delinquent status.
Please note that when the required minimum payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date.
Ms. [redacted]' account is in a current status. We thank Ms. [redacted] for her most recent payment of $50.00 on July 24, 2015.
An updated statement will be generated on August 13, 2015 with Ms. [redacted]' new account balance and minimum payment that will be due on September 9, 2015.
If Ms. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on Ms. [redacted]' account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Ms. [redacted]' account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Ms. [redacted]' account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sjj
Enclosures
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are now closing my account because of there carelessness. I have PROOF I received several calls before 8am. The point of my dispute was the constant harassing calls. to receive more than one call a day or 3 calls a day is harassment. I was receiving multiple calls every hour 10 hrs a day. They are clearly condoning there collection practice of harassing customers. My complaint was about harassment. There constant harassment is a violation. I have PROOF! To harass a person/customer is NOT acceptable and I will NOT bow down and accept this response from them. I have calls logs too and can prove I received several calls before 8am! Now they are closing my account, and punishing me for there harassment and violations. Nice. I feel I have NO choice but to escalate this and confer with an attorney. One thing I have learned. Its not what you know, its what you can prove. I CAN PROVE IT, between the recorded calls and call logs I can prove my case.
Records indicate the customer made contact with Verizon on January *, 2016 to question the $10.00 increase for the equipment fees. The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate. The representative offered to go...
over the terms of service via the website but the customer declined. Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue. The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down. The representative informed the issue is being worked by Verizon's Tier 3 Support team and there is no estimated time of completion. The representative will remain in contact with the customer until the trouble ticket is closed.
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 am responding to ensure this complain remains open while I wait for a callback from Verizon. According to my account online, my official bill is still $39.99/month. Verizon has applied a credit of $20.00; I believe this to represent $10.00 for the 7/**/16 bill and $10.00 for the 8/**/16 bill. I have received an email from a Verizon Representative named "[redacted]" stating that "... [Verizon] added a $ 10.00 recurring adjustment to make the amount $ 29.99 for the next 12 months." (See Attached).When I got my first bill and noticed it to be different from what I agreed to over the phone, I immediately called Verizon to get it straightened out. Over the course of the next 12 months, I had contacted Verizon and spoken with representatives roughly once every 3 months because my bill had not yet been updated. I received assurances that, come July, it would be fine. I was told supervisors were already involved, the account was being forwarded to the Exceptions Office, and that notations were added to my support ticket, etc. This is clearly a case of Verizon and their representatives knowingly and willfully not addressing my complaint with the expectation that I would just accept the increased charges and cease my complaints. My current fear, is this:That Verizon has only made a change to my bill for the first two months in this billing year. That I will need to diligently monitor my bill and accounts to ensure that the appropriate amount is being deducted. That I will continue to lose wages, being forced to waste hours of (what should be billable) time each month with Verizon to ensure my bill is correct.An acceptable solution for me, would be for Verizon to add a lump credit to my account which would total $10 * 12 mo. = $120.00. I would continue to pay $29.99 per month, but this way my official bill would reflect the correct amount to be paid, as opposed to me just hoping that Verizon would continue to deduct $10.00 each month with a credit I cannot see. Please note, a *total* of $120; with the $20 credit currently on my account, that would only require an additional $100 of credits.Another acceptable solution for me, would be for Verizon to send me an official .pdf of what my expected account payments will be for the next 11 months; something showing my account number, the $39.99 current bill, with a $10.00 discount applied. Some type of additional assurance that I will not need to contact Billing every month.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she states that she purchased a riding lawnmower and the item was defective so she returned the merchandise on September 22, 2016. Ms. [redacted] is receiving telephone calls requesting payments for the returned merchandise. Ms. [redacted] states that Pilot picked up the merchandise after she contacted Fingerhut to have the return pick up scheduled. Upon reviewing Ms. [redacted]’s account we are able to verify the Riding Lawnmower was picked up for a return on September 22, 2016. Unfortunately, there was gasoline and oil in the lawnmower causing the item to not be returned to our warehouse. The request to scrap the merchandise was forwarded to the shipping manager and no further correspondence was received. On January 11, 2017 a credit was issued to Ms. [redacted]’s account for $1,299.99 for the lawnmower and $84.50 in taxes. We sincerely apologize for this oversight. Furthermore, we have issued credits to Ms. [redacted]’s account totaling $164.31 in late fees and interest charges accrued, due to the credit not processing in a timely manner. A request has been submitted for Ms. [redacted]’s credit status to be updated with the Credit Bureau. We ask that Ms. [redacted] allow 30 to 60 days for her report to be updated. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
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:
Good DayI have attached the first page that the gentleman is saying we should have seen. I never agreed to a "commitment" prior to this, this is their way of trickery. This kind of "commitment" should be sent notify someone in a separate letter. I know for a fact not every person reads there statement like he claims. A commitment like this should be bolder or put across the top. Again I stand by the fact that this is a fraudulent way to forcing accounts into agreements without their knowledge. It is a financial hardship and a fee that is unfair when I won't be using their services and never agreed to it. Contracts, commitment and or service agreements should need signatures validating that the customer/consumer are fully aware of the contract. I hope that Verizon will dismiss this termination fee and start notifying their accounts ethically.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised that Verizon has spoken with [redacted] regarding the recent repair of his service. Verizon has issued the requested credit and it should be reflected on [redacted]'s next bill. We trust this information will help to resolve [redacted]'s concerns. Sincerely, ...
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.Thank you for taking care of the issues that were addressed. I do need to mention that the customer service that was received from the general customer service lines were completely unprofessional and unsatisfactory. The agents were rude, spoke over us, yelled at us and refused to let us speak to a supervisor. Also, I did see that you mentioned that the account was noted on 9/21 for our complaint... We had been calling every other day since 9/6 and were promised, by the agents, that my account would be noted about the missing parts. This is upsetting to read that there were more lies that were given in this ordeal. I can not say that I will be using your company in the future due to this whole mess. The fact that the agents were trying to charge me for an item that clearly was part of the description, does not sit well with me. They had offer to sell us the heater for a "discounted rate" from $100 to $50, plus shipping and handling... it's just not right. Sincerely, [redacted]
Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Please be advised were able to speak with [redacted] on March **, 2017 to review the account. She advised that she was misinformed by two different representatives of Verizon that she was no longer in a contract. Our records show the early termination fee was explained and...
previously sustained, however we agree to issue credit for half the fee as a good will gesture. We also issued credit for the restoral fee she was billed. [redacted] accepted the partial credit as resolution. We trust this provides your office with the information required in this matter.
[redacted] has been advised via email that the refund check was mailed to her on 6/**/17. Verizon is maintaining a follow up to contact [redacted] to make sure she receives the check.
Our records show that a technician dispatched and resolved the issue. We have made several attempts to contact the customer and have not been successful in reaching him. A letter and email have been sent to the customer updating him.
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. I would only ask that in the future I wouldn't have to go to these lengths to get an answer confirming what happens with my account.
CONFIDENTIAL COMMUNICATION
March 4, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to...
an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states she made a payment for $22.10 in November 2015 that brought her account balance to zero. Ms. [redacted] also states Fingerhut continued to charge her interest, late fees and account protection fees on an account with a zero balance. Ms. [redacted] maintains Fingerhut did not contact her about the balance due until February 2016, and as a result her credit is damaged. Ms. [redacted] is requesting to have her credit report updated to current because her bill was paid in full in November 2015.
According to our records, when Ms. [redacted]'s statement printed on November 6, 2015, the balance on her account was $52.10 On November 20, 2015, a payment was received for her December 2, 2016 bill in the amount of $22.10.This left a balance of $30.00.
When Ms. [redacted]'s statement printed on December 6, 2016, Safeline fees and interest charges were calculated based on the balance of $30.00. Ms. [redacted] was charged the minimum interest of $1.00 and .37 for Safeline account protection. These charges brought her balance to $31.37.
No payment was received by the next due date of January 2, 2016, so a late fee of $6.99 was charged to Ms. [redacted]'s account.
When her statement printed on January 6, 2016, Safeline protection fee and interest were charged based on the balance $38.36. In February 2016, Ms. [redacted]'s account was charged a late fee of $13.98 plus Safeline fees and interest charges bringing her balance to $55.46.
Ms. [redacted]'s payment of $34.49 received on February 26, 2016 brought the account balance to $20.97. The two late fees totaling $20.97 were credited as a courtesy on March 2, 2016. Although already applied to the account, the credits will reflect on her next monthly statement which will be generated on March 6, 2016.
An account review on March 4, 2016 confirmed that Ms. [redacted]'s account is open with a zero balance.
According to our records, Fingerhut began attempts to reach Ms. [redacted] by phone on January 3, 2016. These calls continued until February 26, 2016 when the account was brought current.
Ms. [redacted] spoke with an agent on January 20, 2016, but according to our records, Ms. [redacted] said she was at work and ended the call.
Fingerhut received an email from Ms. [redacted] on January 14, 2016 in which she states that she had paid off her bill. We responded to the email on January 15, 2016 requesting Ms. [redacted] to contact Customer Service regarding her billing questions.
An account review on March 2, 2016, confirmed that Equifax, Experian and Trans Union are reporting accurately.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]'s Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us at the address listed above or by calling us toll-free at [redacted], Monday through Friday 9:00am to 6:00pm Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Recordings and notes are proprietary information. Revdex.com Mediator, unless the claimant can provide any documentation to show that the ETF would not be applied when the account was placed on vacation suspend, our position will remain the same going forward.
Good Afternoon, We are still working on resolution to the customer’s billing concerns. Please allow until Tuesday, September **, 2017 for resolution response to be received. Thank you in advance for your consideration. Thank you Nyree Y. W[redacted]Senior Analyst- National...
Per Verizon records on 1/*/17 a credit of $54.33 was issused for Tech visit fee and $76.06 for the Outlet fee on the Dec bill. Total credit issued $130.39 for the tech fees and advised why being billed for one STB at $12 plus DVR service at $12.
CONFIDENTIAL COMMUNICATION July 7, 2017 Revdex.com of Minnesota �...⇄ #2490259498 Attn: Jesi [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted], Marsha Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office for Marsha [redacted]. Ms. [redacted] states in follow up: “I am not clear on why I am still responsible for a cancelled insurance policy through Affinion Group as of November and was informed by that company of no further responsibility to Fingerhut. They recommended that I should disregard the letters and Fingerhut was not even being billed any longer.” Please see the full response with complete details attached. Sincerely, Vi [redacted]Executive Care Team VF/ah
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]
Initial Business Response /* (1000, 6, 2015/08/06) */
! To harass a person/customer is NOT acceptable and I will NOT bow down and accept this response from them. I have calls logs too and can prove I received several calls before 8am! Now they are closing my account, and punishing me for there harassment and violations. Nice. I feel I have NO choice but to escalate this and confer with an attorney. One thing I have learned. Its not what you know, its what you can prove. I CAN PROVE IT, between the recorded calls and call logs I can prove my case.
CONFIDENTIAL COMMUNICATION
August 5, 2015
Revdex.com of Minnesota Account #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, Terms and Conditions.
Ms. [redacted] states in her complaint that she is receiving collection calls twice an hour up to ten hours per day. Ms. [redacted]' desired resolution is for the calls to cease.
Based on the call logs associated with Ms. [redacted]' account, all outbound collection calls were attempted between the hours of 8am and 9pm Eastern Time. Our records also indicate Fingerhut never attempted to contact Ms. [redacted] more than six times in a day while her account was in a delinquent status.
Please note that when the required minimum payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date.
Ms. [redacted]' account is in a current status. We thank Ms. [redacted] for her most recent payment of $50.00 on July 24, 2015.
An updated statement will be generated on August 13, 2015 with Ms. [redacted]' new account balance and minimum payment that will be due on September 9, 2015.
If Ms. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on Ms. [redacted]' account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Ms. [redacted]' account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Ms. [redacted]' account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sjj
Enclosures
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are now closing my account because of there carelessness. I have PROOF I received several calls before 8am. The point of my dispute was the constant harassing calls. to receive more than one call a day or 3 calls a day is harassment. I was receiving multiple calls every hour 10 hrs a day. They are clearly condoning there collection practice of harassing customers. My complaint was about harassment. There constant harassment is a violation. I have PROOF
Records indicate the customer made contact with Verizon on January *, 2016 to question the $10.00 increase for the equipment fees. The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate. The representative offered to go...
over the terms of service via the website but the customer declined. Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue. The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down. The representative informed the issue is being worked by Verizon's Tier 3 Support team and there is no estimated time of completion. The representative will remain in contact with the customer until the trouble ticket is closed.
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 am responding to ensure this complain remains open while I wait for a callback from Verizon. According to my account online, my official bill is still $39.99/month. Verizon has applied a credit of $20.00; I believe this to represent $10.00 for the 7/**/16 bill and $10.00 for the 8/**/16 bill. I have received an email from a Verizon Representative named "[redacted]" stating that "... [Verizon] added a $ 10.00 recurring adjustment to make the amount $ 29.99 for the next 12 months." (See Attached).When I got my first bill and noticed it to be different from what I agreed to over the phone, I immediately called Verizon to get it straightened out. Over the course of the next 12 months, I had contacted Verizon and spoken with representatives roughly once every 3 months because my bill had not yet been updated. I received assurances that, come July, it would be fine. I was told supervisors were already involved, the account was being forwarded to the Exceptions Office, and that notations were added to my support ticket, etc. This is clearly a case of Verizon and their representatives knowingly and willfully not addressing my complaint with the expectation that I would just accept the increased charges and cease my complaints. My current fear, is this:That Verizon has only made a change to my bill for the first two months in this billing year. That I will need to diligently monitor my bill and accounts to ensure that the appropriate amount is being deducted. That I will continue to lose wages, being forced to waste hours of (what should be billable) time each month with Verizon to ensure my bill is correct.An acceptable solution for me, would be for Verizon to add a lump credit to my account which would total $10 * 12 mo. = $120.00. I would continue to pay $29.99 per month, but this way my official bill would reflect the correct amount to be paid, as opposed to me just hoping that Verizon would continue to deduct $10.00 each month with a credit I cannot see. Please note, a *total* of $120; with the $20 credit currently on my account, that would only require an additional $100 of credits.Another acceptable solution for me, would be for Verizon to send me an official .pdf of what my expected account payments will be for the next 11 months; something showing my account number, the $39.99 current bill, with a $10.00 discount applied. Some type of additional assurance that I will not need to contact Billing every month.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION January 12,...
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she states that she purchased a riding lawnmower and the item was defective so she returned the merchandise on September 22, 2016. Ms. [redacted] is receiving telephone calls requesting payments for the returned merchandise. Ms. [redacted] states that Pilot picked up the merchandise after she contacted Fingerhut to have the return pick up scheduled. Upon reviewing Ms. [redacted]’s account we are able to verify the Riding Lawnmower was picked up for a return on September 22, 2016. Unfortunately, there was gasoline and oil in the lawnmower causing the item to not be returned to our warehouse. The request to scrap the merchandise was forwarded to the shipping manager and no further correspondence was received. On January 11, 2017 a credit was issued to Ms. [redacted]’s account for $1,299.99 for the lawnmower and $84.50 in taxes. We sincerely apologize for this oversight. Furthermore, we have issued credits to Ms. [redacted]’s account totaling $164.31 in late fees and interest charges accrued, due to the credit not processing in a timely manner. A request has been submitted for Ms. [redacted]’s credit status to be updated with the Credit Bureau. We ask that Ms. [redacted] allow 30 to 60 days for her report to be updated. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
Per Verizon records, [redacted] was given a credit of $141.97 on 1/**/17 also stopped billing and collections.
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:
Good DayI have attached the first page that the gentleman is saying we should have seen. I never agreed to a "commitment" prior to this, this is their way of trickery. This kind of "commitment" should be sent notify someone in a separate letter. I know for a fact not every person reads there statement like he claims. A commitment like this should be bolder or put across the top. Again I stand by the fact that this is a fraudulent way to forcing accounts into agreements without their knowledge. It is a financial hardship and a fee that is unfair when I won't be using their services and never agreed to it. Contracts, commitment and or service agreements should need signatures validating that the customer/consumer are fully aware of the contract. I hope that Verizon will dismiss this termination fee and start notifying their accounts ethically.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised that Verizon has spoken with [redacted] regarding the recent repair of his service. Verizon has issued the requested credit and it should be reflected on [redacted]'s next bill. We trust this information will help to resolve [redacted]'s concerns. Sincerely, ...
[redacted]!zs2954987*!ze
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.Thank you for taking care of the issues that were addressed. I do need to mention that the customer service that was received from the general customer service lines were completely unprofessional and unsatisfactory. The agents were rude, spoke over us, yelled at us and refused to let us speak to a supervisor. Also, I did see that you mentioned that the account was noted on 9/21 for our complaint... We had been calling every other day since 9/6 and were promised, by the agents, that my account would be noted about the missing parts. This is upsetting to read that there were more lies that were given in this ordeal. I can not say that I will be using your company in the future due to this whole mess. The fact that the agents were trying to charge me for an item that clearly was part of the description, does not sit well with me. They had offer to sell us the heater for a "discounted rate" from $100 to $50, plus shipping and handling... it's just not right. Sincerely, [redacted]
CONFIDENTIAL COMMUNICATION June 21, 2017 ...⇄ ...
Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Please be advised were able to speak with [redacted] on March **, 2017 to review the account. She advised that she was misinformed by two different representatives of Verizon that she was no longer in a contract. Our records show the early termination fee was explained and...
previously sustained, however we agree to issue credit for half the fee as a good will gesture. We also issued credit for the restoral fee she was billed. [redacted] accepted the partial credit as resolution. We trust this provides your office with the information required in this matter.
[redacted] has been advised via email that the refund check was mailed to her on 6/**/17. Verizon is maintaining a follow up to contact [redacted] to make sure she receives the check.
Our records show that a technician dispatched and resolved the issue. We have made several attempts to contact the customer and have not been successful in reaching him. A letter and email have been sent to the customer updating him.
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. I would only ask that in the future I wouldn't have to go to these lengths to get an answer confirming what happens with my account.
CONFIDENTIAL COMMUNICATION
March 4, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to...
an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states she made a payment for $22.10 in November 2015 that brought her account balance to zero. Ms. [redacted] also states Fingerhut continued to charge her interest, late fees and account protection fees on an account with a zero balance. Ms. [redacted] maintains Fingerhut did not contact her about the balance due until February 2016, and as a result her credit is damaged. Ms. [redacted] is requesting to have her credit report updated to current because her bill was paid in full in November 2015.
According to our records, when Ms. [redacted]'s statement printed on November 6, 2015, the balance on her account was $52.10 On November 20, 2015, a payment was received for her December 2, 2016 bill in the amount of $22.10.This left a balance of $30.00.
When Ms. [redacted]'s statement printed on December 6, 2016, Safeline fees and interest charges were calculated based on the balance of $30.00. Ms. [redacted] was charged the minimum interest of $1.00 and .37 for Safeline account protection. These charges brought her balance to $31.37.
No payment was received by the next due date of January 2, 2016, so a late fee of $6.99 was charged to Ms. [redacted]'s account.
When her statement printed on January 6, 2016, Safeline protection fee and interest were charged based on the balance $38.36. In February 2016, Ms. [redacted]'s account was charged a late fee of $13.98 plus Safeline fees and interest charges bringing her balance to $55.46.
Ms. [redacted]'s payment of $34.49 received on February 26, 2016 brought the account balance to $20.97. The two late fees totaling $20.97 were credited as a courtesy on March 2, 2016. Although already applied to the account, the credits will reflect on her next monthly statement which will be generated on March 6, 2016.
An account review on March 4, 2016 confirmed that Ms. [redacted]'s account is open with a zero balance.
According to our records, Fingerhut began attempts to reach Ms. [redacted] by phone on January 3, 2016. These calls continued until February 26, 2016 when the account was brought current.
Ms. [redacted] spoke with an agent on January 20, 2016, but according to our records, Ms. [redacted] said she was at work and ended the call.
Fingerhut received an email from Ms. [redacted] on January 14, 2016 in which she states that she had paid off her bill. We responded to the email on January 15, 2016 requesting Ms. [redacted] to contact Customer Service regarding her billing questions.
An account review on March 2, 2016, confirmed that Equifax, Experian and Trans Union are reporting accurately.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]'s Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us at the address listed above or by calling us toll-free at [redacted], Monday through Friday 9:00am to 6:00pm Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Recordings and notes are proprietary information. Revdex.com Mediator, unless the claimant can provide any documentation to show that the ETF would not be applied when the account was placed on vacation suspend, our position will remain the same going forward.
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]
I WOULD LIKE TO DO IT VIA EMAIL, LIVE CHAT & FAX. ABSOLUTELY NO PHONE CALLS!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Afternoon, We are still working on resolution to the customer’s billing concerns. Please allow until Tuesday, September **, 2017 for resolution response to be received. Thank you in advance for your consideration. Thank you Nyree Y. W[redacted]Senior Analyst- National...
Executive Relations
Per Verizon records on 1/*/17 a credit of $54.33 was issused for Tech visit fee and $76.06 for the Outlet fee on the Dec bill. Total credit issued $130.39 for the tech fees and advised why being billed for one STB at $12 plus DVR service at $12.
CONFIDENTIAL COMMUNICATION July 7, 2017 Revdex.com of Minnesota �...⇄ #2490259498 Attn: Jesi [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted], Marsha Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office for Marsha [redacted]. Ms. [redacted] states in follow up: “I am not clear on why I am still responsible for a cancelled insurance policy through Affinion Group as of November and was informed by that company of no further responsibility to Fingerhut. They recommended that I should disregard the letters and Fingerhut was not even being billed any longer.” Please see the full response with complete details attached. Sincerely, Vi [redacted]Executive Care Team VF/ah