Please be advised, the consumer filed a similar complaint with Verizon’s Executive Team. Verizon found that an order was placed on 10/**/15 to upgrade services to the FiOS Digital Voice (w/ 75/75 Data and Preferred HD TV). The order included shipment of equipment; however the consumer had equipment...
already. In an attempt to cancel the shipment an order was issued and was later canceled by an agent. Despite the order reflecting “canceled” in the system, it still managed to remove channels from the consumers account. Verizon’s Fiber Solutions Center (FSC) was able to correct this issue by creating an internal order which reinstated TV channels and also enabled DVR services. Verizon has spoken with the consumer as of 10/**/15 and confirmed all services were working properly. Apologies were given for the inconvenience caused. An adjustment totaling $36.77 was applied to the account on 10/**/15.
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
There was no indication from Verizon that I am to be refunded the $127.99 for early termination fees which I incurred for terminating my service with them due to their very poor customer service, mistakes and misleading service sales. I feel very strongly that I should be compensated for the stress Verizon has caused not only me, but my child as well.
As of this date, April **, 2016, there is still an owed balance on my credit reports, nothing was done on March **, 2016 (the date they claim this matter was taken care of).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] claims the bill has doubled with the last 2 bills. Verizon investigation determined the 04-**-16 bill reflects Triple Play FDV Bundle, 75/75 & EXTREME HD @ $124.99. Fully loaded Entertainment Package @ $49.99 with $25.00 discount thru 07-**-16, billing for 3 HD STB @ $36.00...
Quantum TV @$20.00, 1 Digital Adapter at no charge, $6.00 TV Equipment Package discount , Monthly Recurring Charge of approximately $223.59. The 05-**-2016 bill was $223.59 and the 06-**-16 bill was $165.55 with the customer not having been billed for equipment. The 07-**-16 bill was $374.74, $92.95 in charges for equipment back billed, that was missing from 06-**-16 bill. The 08-**-16 bill was$297.63. The customer is now getting billed for a Digital Adapter @ $7.99 that was free on the previous bills and is now being billed $17.97 for 3 standard STB’s. The Fully Loaded Entertainment package credit of $25.00 expired. A total of $50.96 more in charges was added to the bill of which $25.96 is incorrect. The digital adapter @ $7.99 should be free and the customer was billed for 3 more STANDARD STB’s at $17.97. The charge for the 3 boxes was added 06-**-16 via order [redacted]. The 08-**-16 bill reflects previous charges $343.77, payment 08-**-16 of $200.00, credits applied $152.32; balance forward a credit balance of $8.55. New charges of $297.63, with a total due $289.03. Credit of $43.85 was issued 08-**-16 reducing the balance due to $245.23 which is correct. Verizon Appeals Billing representative spoke with the customer on 9/*/16 advising a trouble ticket was issued to have the equipment count corrected (should only be $20.00 for Quantum, $36 for 3 STB’s and DCT 700 (Digital Adapter) for free. [redacted] requested the Fully Loaded Entertainment Package to be removed to keep Starz at $15.00. The representative agreed to add a $15.00 discount to offset the cost of Starz for 12 months. The representative also advised he adjusted the 08-**-16 bill an additional $49.99 for the Fully Loaded Entertainment Package, reducing balance to approx. $195.24. [redacted] had no other concerns. The trouble ticket completed and corrected the number of STB’s on the account on 9/*/16. The 9/**/16 bill will reflect the equipment correction. As well as the removal of the Entertainment Package and addition of Starz free for 12 months. The representative will follow up to verify the September bill is correct. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
On November *, 2016, our billing representative spoke with [redacted] and explained her port order was held because she cancelled her cable service prior to the port taking place. We attempted to contact her on October **, 2016 regarding this held order. At this point she requested to cancel the port order and have Verizon change her TV package to Extreme HD at the original bundle rate she had of $79.99. Our billing representative per [redacted] request issued a cancellation of the port order and issued an order to add the Extreme HD package with a bundle rate of $79.99. She also requested credit of the activation fee due to her aggravation and an adjustment was issued for $44.00 which represents the first Installment billed and the second Installment to be billed was suppressed. [redacted] had no further concerns at this time.
CONFIDENTIAL COMMUNICATION
August 11, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to...
an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account.
Mr. [redacted] states that Trans Union has deleted the WebBank Fingerhut trade line from the credit report, but the trade lines are still reporting on both Equifax and Experian. Mr. [redacted]' desired resolution is for Fingerhut to delete the trade lines from Equifax and Experian.
According to our records, an application for credit with Fingerhut was processed with Mr. [redacted]' personally identifiable information on February 5, 2013. Mr. [redacted] was approved for a Fingerhut FreshStart account with a credit limit of $230.00.
The only order placed was on November 9, 2013 for a Skechers Women's Centennial Shoe Wide-Size 10, a Dirty Laundry Women's Pitch Suede Bootie-size 10, and a Lea Apparel Women's Marled Knit Sweater Coat - size 3xl.
We referred Mr. [redacted]' concern to our Credit Risk Department for further review and they determined that the account should be deleted from Mr. [redacted]' credit bureau report for reason of fraud.
On August 10, 2015, a request was sent to the credit bureaus to delete the remaining trade lines. (Ref: [redacted]) Please allow up to thirty days for the bureaus to update this information.
A phone conversation with Trans Union confirmed that the Fingerhut trade line was deleted on December 24, 2014.
During our research, we were also able to locate an additional inquiry for credit in Mr. [redacted]' name.
On August 10, 2015 a letter was sent to Mr. [redacted]' address of [redacted], Houston, TX 77073 notifying him that the inquiry on his credit report was referred to Equifax Credit Services, TransUnion L.L.C., and Experian Information Solutions, Inc. for removal; please allow 60-90 days for the information to be removed. Additionally, Mr. [redacted]' information has been marked for our system to instantly recognize, flag, and block similar attempts in the future, should they occur.
If Mr. [redacted] has any further questions or concerns, he can contact the Fraud Department at ###-###-####. Their hours are Monday - Friday 8:00am - 4:30pm Central Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
10th is when I placed the order. I did not receive the item until sometime between March 22nd - 29th. At the time I purchased the item the policy for personalized items was stated as 60 days after the date it was delivered. My first two attempts to return the item were denied. My third attempt during mid June was accepted and then denied upon receiving the item. I only wore the necklace twice and stored it in the original box.
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on May 13, 2015 for the Men’s Diamore 10K Gold Diamond Wedding Band Size 13 totaling $553.98. Her balance prior to this purchase according to her May 11, 2015 billing statement was $1,563.04. On May 20, 2015 a credit was issued for the shipping and handling charges for the ring in the amount of $13.99 which left a balance on the ring of $539.99. On June 4, 2015 we received the return of the ring and Ms. [redacted]’s account was credited for $539.99. Ms. [redacted]’s billing statement cycled on June 11, 2015. Since the June statement was the first statement that cycled after the purchase of the ring, both the charge for the ring as well as the credit for the return of the ring appear on the same statement. Ms. [redacted]’s account balance according to her June 11, 2015 billing statement was $1,524.12. Additionally, Ms. [redacted] placed orders totaling $967.61 between November 2, 2015 and April 9, 2016. On March 11, 2016 Ms. [redacted]’s monthly billing statement reflected a minimum payment due of $69.99 by April 7, 2016. No payment was received and a late fee was assessed in the amount of $27.00 per the terms and conditions Ms. [redacted] agreed to at the time she opened the account. On April 11, 2016 her monthly statement reflected a minimum payment of $164.93 ($69.99 for April and $94.94 for May) due by May 7, 2016. We have included a statement of account activity for Ms. [redacted]’s records. If, after reviewing the statement, Ms. [redacted] has further questions regarding any returns, balance adjustments or has more information regarding items she states she did not receive she may contact our Executive Care Team at ###-###-#### for further assistance. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would also like to add that Steven was particularly cordial and was so kind as to give me a direct line to him in the event that his bill correction didn't go through properly on my end. Very happy with the speed and outcome. Good job, Verizon!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. At this time, they have still not fixed my bill, stating that there is still some kind of system error. I sincerely hope that if this complaint is closed, they will continue to work on the issue until resolved.
Sincerely,
[redacted]
Revdex.com:
I accepted this respond because they told me there is nothing they can do now. They told me that they are migrating me to the new router in this area but not sure when this could be done. Therefore, they offered me $15 off from my bill for 12 months. But anyway I think they need to fix this issue ASAP.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 12, 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 further inquiry we received from Ms. [redacted]. Ms. [redacted] disagrees with our position, explained in detail in the previous response, to not refund the $30.00 down payment. She states it contradicts a letter from April 5, 2016 we sent indicating we would return the $30.00 down payment to her, which she can fax to us as proof. We agree a letter was sent to Ms. [redacted] on April 5, 2016, however, that letter did not indicate that the $30.00 down payment would be refunded to her. It notified that, although Ms. [redacted] had not “graduated” to a revolving account, she could try the FreshStart program again by placing a new order using the same account. We have no record of any other letters being sent Ms. [redacted] around that date. Ms. [redacted] may fax us the letter she is referencing at ###-###-####, Attn: Executive Care Group. At this time our position remains unchanged, as we were within our rights to apply that $30.00 as payment for the non-refundable shipping and handling charge Ms. [redacted] was responsible for per our return policy. Once we receive and review the letter in question, we can consider her request for a refund and will notify Ms. [redacted] directly of our decision. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION March 13, 2017 Better Business...
Bureau 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry, she states she ordered an Omega Magic Lift Jack which was delivered without the handle. Ms. [redacted] contacted us with this information and was assured a handle would be shipped to her. After 3 weeks, Ms. [redacted] still did not receive the handle, so she contacted us again and was then provided with information that the handle did not come with the Jack and was told to purchase one. Ms. [redacted] shows the handle is included on the parts list included with the item. Ms. [redacted] then requested a return label to return the item. She was told the label was sent, and has yet to receive one. Ms. [redacted] is requesting a handle and an adjustment of the price. After reviewing Ms. [redacted]’ account, we show she ordered the Omega Magic Lift Jack on December 24, 2016. The item was shipped on December 29, 2016 and delivered on January 4, 2017. Ms. [redacted] contacted us on January 4, 2017 regarding the missing handle. A message was sent to an internal specialist to have the handle sent to Ms. [redacted]. On January 17, we were informed the handle did not come with the jack. Ms. [redacted] was sent a $20.00 discount coupon for a future order, and a return label was issued to be sent to Ms. [redacted] for a return. We apologize to Ms. [redacted] that the product information showed she would be receiving the handle, as that information was incorrect. The handle is sold under a different item number, and they were supposed to be sold together as a set. The items were never to be sold separately. Ms. [redacted] states the return label issued on January 17, 2017 has not been received. We are issuing another to be sent in the mail, as well as one to be sent to her email address on file. Once Ms. [redacted] receives a return label, she may return the item for a credit to her account, even though it has passed the allowed return time, due to the advertising error. 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/AH
Upon receipt of the complaint we spoke with [redacted] and she sent us a copy of the email sent to her advising of the credit. We confirmed a credit has been issued for the $100 towards the final bill. [redacted] now has a balance due to Verizon for $110.83.
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she ordered items in the amount of $352.06 on her Fingerhut Credit Card Account and never received the package that was sent to her via UPS Tracking [redacted]. She claims UPS has no record of this delivery. Ms. [redacted] states that Fingerhut is making her pay for a package that she never received and has repeatedly tried to resolve this issue. She has requested a credit to her account of $352.06. Our records indicate that the tracking number for this package was delivered March 23, 2016 at 10:40 AM. This information is available on the UPS website. Due to this information, it is our policy that Ms. [redacted] provide us with a copy of a police report in order to further investigate the merchandise not received. We were given information for a police report, but when we called the Paris, Texas police department they were unable to verify the report under the case number given. At this time, we would need a copy of a valid police report. Please mail the police report to [redacted] Saint Cloud, MN 56303 or fax to ###-###-#### attention: Executive Care Team –Jessica. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
thing's first. Your call center agents do not notate every single call that they have. This has been proven time and time again by numerous call center agents that you have who have told me that "we cannot find the notes from the previous call". So don't act like your business is a well oiled machine, it is far from it. Secondly. I worked in a fulfillment facility and know how shipping works. The moment that the package is scanned by UPS upon receiving the package, the tracking information get's updated. Also, I had numerous Fingerhut call center agents TELL ME over the telephone that the package was STILL IN THE VENDOR'S possession and had NOT shipped out. So, are you calling your staff liars? Are you admitting that your call center agents provide the consumers with incorrect information and that you know that this is taking place? This would be very interesting information that the media and press would love to get a hold of. Taking advantage of low income consumers that have trust in your company and the products that you sell.I eventually did receive this product, but unfortunately it is incomplete and did not come with all of the parts that it was supposed to. So I guess I am now going to have to file a new complaint with the Revdex.com, against your company as well as [redacted] for not wanting to ship me out the missing piece of the product that I purchased. Please, enlighten me and explain to me why your call center is unable to send me out the correct part that is missing from the Gear VR headset that I ordered. This has been an extremely horrible experience with both, your company and Samsung.
...⇄ # [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] indicates she made a payment on our website on November 27, 2016 and realized on November 29, 2016 that two payments of $74.05 were taken in error. Ms. [redacted] contacted us the same day and requested to speak to a supervisor. Ms. [redacted] states over the course of a two week period she contacted us several times requesting to speak to a supervisor and was never able to speak to a supervisor and never received a call back from a supervisor. Ms. [redacted] is requesting credit for the inconvenience she has experienced and for the overdraft fee she states she incurred and contact from a supervisor or manager regarding this issue. Our records indicate on November 9, 2016 Ms. [redacted] set up a scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 25, 2016 Ms. [redacted] set up another scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 29, 2016 Ms. [redacted] contacted our Customer Service Department and advised two payments were processed in error. Ms. [redacted] requested to speak with a supervisor and as no supervisor was available at the time, the agent transferred Ms. [redacted] to a supervisor’s voicemail. Ms. [redacted] called back immediately and spoke with another agent and advised them of the duplicate payment issue. The agent referred Ms. [redacted]’ concern to our Payment Research Team and requested a refund to be sent. The refund was processed on November 30, 2016. Please understand, since Ms. [redacted] made the payment using her checking account and not a debit card, the refund typically takes 10-14 business days to process through Ms. [redacted]’ bank account. We have no record of Ms. [redacted] requesting to speak to a supervisor again until December 12, 2016 and December 15, 2016. On December 19, 2016 a supervisor attempted to contact Ms. [redacted] and left a message requesting Ms. [redacted] to contact us back. We sincerely apologize Ms. [redacted] did not receive a call back from a supervisor in a timely manner. As there was no cancellation requested for either scheduled payment and since both scheduled payments were set up on our website by Ms. [redacted], no reimbursement will be issued for the overdraft fee. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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]
I am rejecting this response because:I? was not...
notified about paying interest fee every month, I? thought that I? was paying my ordersi need for all my interest rate to be applied to my account. Also was charged a late feee and at that time I? was in the hospital and I? was not able to make that payment on time.it is not fair for a custom to pay 11-17 dollars of interest fee if the customer is paying on time.it would take me months of payment to be able to see a reduced amount in my payments.thank you[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Scott M[redacted]
I am rejecting this response because:
Should've been properly notated on the account. Whether is discussion was via chat or by phone.
Please be advised, the consumer filed a similar complaint with Verizon’s Executive Team. Verizon found that an order was placed on 10/**/15 to upgrade services to the FiOS Digital Voice (w/ 75/75 Data and Preferred HD TV). The order included shipment of equipment; however the consumer had equipment...
already. In an attempt to cancel the shipment an order was issued and was later canceled by an agent. Despite the order reflecting “canceled” in the system, it still managed to remove channels from the consumers account. Verizon’s Fiber Solutions Center (FSC) was able to correct this issue by creating an internal order which reinstated TV channels and also enabled DVR services. Verizon has spoken with the consumer as of 10/**/15 and confirmed all services were working properly. Apologies were given for the inconvenience caused. An adjustment totaling $36.77 was applied to the account on 10/**/15.
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
There was no indication from Verizon that I am to be refunded the $127.99 for early termination fees which I incurred for terminating my service with them due to their very poor customer service, mistakes and misleading service sales. I feel very strongly that I should be compensated for the stress Verizon has caused not only me, but my child as well.
As of this date, April **, 2016, there is still an owed balance on my credit reports, nothing was done on March **, 2016 (the date they claim this matter was taken care of).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] claims the bill has doubled with the last 2 bills. Verizon investigation determined the 04-**-16 bill reflects Triple Play FDV Bundle, 75/75 & EXTREME HD @ $124.99. Fully loaded Entertainment Package @ $49.99 with $25.00 discount thru 07-**-16, billing for 3 HD STB @ $36.00...
Quantum TV @$20.00, 1 Digital Adapter at no charge, $6.00 TV Equipment Package discount , Monthly Recurring Charge of approximately $223.59. The 05-**-2016 bill was $223.59 and the 06-**-16 bill was $165.55 with the customer not having been billed for equipment. The 07-**-16 bill was $374.74, $92.95 in charges for equipment back billed, that was missing from 06-**-16 bill. The 08-**-16 bill was$297.63. The customer is now getting billed for a Digital Adapter @ $7.99 that was free on the previous bills and is now being billed $17.97 for 3 standard STB’s. The Fully Loaded Entertainment package credit of $25.00 expired. A total of $50.96 more in charges was added to the bill of which $25.96 is incorrect. The digital adapter @ $7.99 should be free and the customer was billed for 3 more STANDARD STB’s at $17.97. The charge for the 3 boxes was added 06-**-16 via order [redacted]. The 08-**-16 bill reflects previous charges $343.77, payment 08-**-16 of $200.00, credits applied $152.32; balance forward a credit balance of $8.55. New charges of $297.63, with a total due $289.03. Credit of $43.85 was issued 08-**-16 reducing the balance due to $245.23 which is correct. Verizon Appeals Billing representative spoke with the customer on 9/*/16 advising a trouble ticket was issued to have the equipment count corrected (should only be $20.00 for Quantum, $36 for 3 STB’s and DCT 700 (Digital Adapter) for free. [redacted] requested the Fully Loaded Entertainment Package to be removed to keep Starz at $15.00. The representative agreed to add a $15.00 discount to offset the cost of Starz for 12 months. The representative also advised he adjusted the 08-**-16 bill an additional $49.99 for the Fully Loaded Entertainment Package, reducing balance to approx. $195.24. [redacted] had no other concerns. The trouble ticket completed and corrected the number of STB’s on the account on 9/*/16. The 9/**/16 bill will reflect the equipment correction. As well as the removal of the Entertainment Package and addition of Starz free for 12 months. The representative will follow up to verify the September bill is correct. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
On November *, 2016, our billing representative spoke with [redacted] and explained her port order was held because she cancelled her cable service prior to the port taking place. We attempted to contact her on October **, 2016 regarding this held order. At this point she requested to cancel the port order and have Verizon change her TV package to Extreme HD at the original bundle rate she had of $79.99. Our billing representative per [redacted] request issued a cancellation of the port order and issued an order to add the Extreme HD package with a bundle rate of $79.99. She also requested credit of the activation fee due to her aggravation and an adjustment was issued for $44.00 which represents the first Installment billed and the second Installment to be billed was suppressed. [redacted] had no further concerns at this time.
CONFIDENTIAL COMMUNICATION
August 11, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to...
an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account.
Mr. [redacted] states that Trans Union has deleted the WebBank Fingerhut trade line from the credit report, but the trade lines are still reporting on both Equifax and Experian. Mr. [redacted]' desired resolution is for Fingerhut to delete the trade lines from Equifax and Experian.
According to our records, an application for credit with Fingerhut was processed with Mr. [redacted]' personally identifiable information on February 5, 2013. Mr. [redacted] was approved for a Fingerhut FreshStart account with a credit limit of $230.00.
The only order placed was on November 9, 2013 for a Skechers Women's Centennial Shoe Wide-Size 10, a Dirty Laundry Women's Pitch Suede Bootie-size 10, and a Lea Apparel Women's Marled Knit Sweater Coat - size 3xl.
We referred Mr. [redacted]' concern to our Credit Risk Department for further review and they determined that the account should be deleted from Mr. [redacted]' credit bureau report for reason of fraud.
On August 10, 2015, a request was sent to the credit bureaus to delete the remaining trade lines. (Ref: [redacted]) Please allow up to thirty days for the bureaus to update this information.
A phone conversation with Trans Union confirmed that the Fingerhut trade line was deleted on December 24, 2014.
During our research, we were also able to locate an additional inquiry for credit in Mr. [redacted]' name.
On August 10, 2015 a letter was sent to Mr. [redacted]' address of [redacted], Houston, TX 77073 notifying him that the inquiry on his credit report was referred to Equifax Credit Services, TransUnion L.L.C., and Experian Information Solutions, Inc. for removal; please allow 60-90 days for the information to be removed. Additionally, Mr. [redacted]' information has been marked for our system to instantly recognize, flag, and block similar attempts in the future, should they occur.
If Mr. [redacted] has any further questions or concerns, he can contact the Fraud Department at ###-###-####. Their hours are Monday - Friday 8:00am - 4:30pm Central Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
I am rejecting this response because:
March...
10th is when I placed the order. I did not receive the item until sometime between March 22nd - 29th. At the time I purchased the item the policy for personalized items was stated as 60 days after the date it was delivered. My first two attempts to return the item were denied. My third attempt during mid June was accepted and then denied upon receiving the item. I only wore the necklace twice and stored it in the original box.
CONFIDENTIAL COMMUNICATION April 28, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on May 13, 2015 for the Men’s Diamore 10K Gold Diamond Wedding Band Size 13 totaling $553.98. Her balance prior to this purchase according to her May 11, 2015 billing statement was $1,563.04. On May 20, 2015 a credit was issued for the shipping and handling charges for the ring in the amount of $13.99 which left a balance on the ring of $539.99. On June 4, 2015 we received the return of the ring and Ms. [redacted]’s account was credited for $539.99. Ms. [redacted]’s billing statement cycled on June 11, 2015. Since the June statement was the first statement that cycled after the purchase of the ring, both the charge for the ring as well as the credit for the return of the ring appear on the same statement. Ms. [redacted]’s account balance according to her June 11, 2015 billing statement was $1,524.12. Additionally, Ms. [redacted] placed orders totaling $967.61 between November 2, 2015 and April 9, 2016. On March 11, 2016 Ms. [redacted]’s monthly billing statement reflected a minimum payment due of $69.99 by April 7, 2016. No payment was received and a late fee was assessed in the amount of $27.00 per the terms and conditions Ms. [redacted] agreed to at the time she opened the account. On April 11, 2016 her monthly statement reflected a minimum payment of $164.93 ($69.99 for April and $94.94 for May) due by May 7, 2016. We have included a statement of account activity for Ms. [redacted]’s records. If, after reviewing the statement, Ms. [redacted] has further questions regarding any returns, balance adjustments or has more information regarding items she states she did not receive she may contact our Executive Care Team at ###-###-#### for further assistance. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would also like to add that Steven was particularly cordial and was so kind as to give me a direct line to him in the event that his bill correction didn't go through properly on my end. Very happy with the speed and outcome. Good job, Verizon!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. At this time, they have still not fixed my bill, stating that there is still some kind of system error. I sincerely hope that if this complaint is closed, they will continue to work on the issue until resolved.
Sincerely,
[redacted]
Revdex.com:
I accepted this respond because they told me there is nothing they can do now. They told me that they are migrating me to the new router in this area but not sure when this could be done. Therefore, they offered me $15 off from my bill for 12 months. But anyway I think they need to fix this issue ASAP.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 12, 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 further inquiry we received from Ms. [redacted]. Ms. [redacted] disagrees with our position, explained in detail in the previous response, to not refund the $30.00 down payment. She states it contradicts a letter from April 5, 2016 we sent indicating we would return the $30.00 down payment to her, which she can fax to us as proof. We agree a letter was sent to Ms. [redacted] on April 5, 2016, however, that letter did not indicate that the $30.00 down payment would be refunded to her. It notified that, although Ms. [redacted] had not “graduated” to a revolving account, she could try the FreshStart program again by placing a new order using the same account. We have no record of any other letters being sent Ms. [redacted] around that date. Ms. [redacted] may fax us the letter she is referencing at ###-###-####, Attn: Executive Care Group. At this time our position remains unchanged, as we were within our rights to apply that $30.00 as payment for the non-refundable shipping and handling charge Ms. [redacted] was responsible for per our return policy. Once we receive and review the letter in question, we can consider her request for a refund and will notify Ms. [redacted] directly of our decision. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION March 13, 2017 Better Business...
Bureau 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry, she states she ordered an Omega Magic Lift Jack which was delivered without the handle. Ms. [redacted] contacted us with this information and was assured a handle would be shipped to her. After 3 weeks, Ms. [redacted] still did not receive the handle, so she contacted us again and was then provided with information that the handle did not come with the Jack and was told to purchase one. Ms. [redacted] shows the handle is included on the parts list included with the item. Ms. [redacted] then requested a return label to return the item. She was told the label was sent, and has yet to receive one. Ms. [redacted] is requesting a handle and an adjustment of the price. After reviewing Ms. [redacted]’ account, we show she ordered the Omega Magic Lift Jack on December 24, 2016. The item was shipped on December 29, 2016 and delivered on January 4, 2017. Ms. [redacted] contacted us on January 4, 2017 regarding the missing handle. A message was sent to an internal specialist to have the handle sent to Ms. [redacted]. On January 17, we were informed the handle did not come with the jack. Ms. [redacted] was sent a $20.00 discount coupon for a future order, and a return label was issued to be sent to Ms. [redacted] for a return. We apologize to Ms. [redacted] that the product information showed she would be receiving the handle, as that information was incorrect. The handle is sold under a different item number, and they were supposed to be sold together as a set. The items were never to be sold separately. Ms. [redacted] states the return label issued on January 17, 2017 has not been received. We are issuing another to be sent in the mail, as well as one to be sent to her email address on file. Once Ms. [redacted] receives a return label, she may return the item for a credit to her account, even though it has passed the allowed return time, due to the advertising error. 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/AH
Upon receipt of the complaint we spoke with [redacted] and she sent us a copy of the email sent to her advising of the credit. We confirmed a credit has been issued for the $100 towards the final bill. [redacted] now has a balance due to Verizon for $110.83.
CONFIDENTIAL COMMUNICATION May 16,...
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she ordered items in the amount of $352.06 on her Fingerhut Credit Card Account and never received the package that was sent to her via UPS Tracking [redacted]. She claims UPS has no record of this delivery. Ms. [redacted] states that Fingerhut is making her pay for a package that she never received and has repeatedly tried to resolve this issue. She has requested a credit to her account of $352.06. Our records indicate that the tracking number for this package was delivered March 23, 2016 at 10:40 AM. This information is available on the UPS website. Due to this information, it is our policy that Ms. [redacted] provide us with a copy of a police report in order to further investigate the merchandise not received. We were given information for a police report, but when we called the Paris, Texas police department they were unable to verify the report under the case number given. At this time, we would need a copy of a valid police report. Please mail the police report to [redacted] Saint Cloud, MN 56303 or fax to ###-###-#### attention: Executive Care Team –Jessica. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
I am rejecting this response because:
First...
thing's first. Your call center agents do not notate every single call that they have. This has been proven time and time again by numerous call center agents that you have who have told me that "we cannot find the notes from the previous call". So don't act like your business is a well oiled machine, it is far from it. Secondly. I worked in a fulfillment facility and know how shipping works. The moment that the package is scanned by UPS upon receiving the package, the tracking information get's updated. Also, I had numerous Fingerhut call center agents TELL ME over the telephone that the package was STILL IN THE VENDOR'S possession and had NOT shipped out. So, are you calling your staff liars? Are you admitting that your call center agents provide the consumers with incorrect information and that you know that this is taking place? This would be very interesting information that the media and press would love to get a hold of. Taking advantage of low income consumers that have trust in your company and the products that you sell.I eventually did receive this product, but unfortunately it is incomplete and did not come with all of the parts that it was supposed to. So I guess I am now going to have to file a new complaint with the Revdex.com, against your company as well as [redacted] for not wanting to ship me out the missing piece of the product that I purchased. Please, enlighten me and explain to me why your call center is unable to send me out the correct part that is missing from the Gear VR headset that I ordered. This has been an extremely horrible experience with both, your company and Samsung.
CONFIDENTIAL COMMUNICATION December 29, 2016...
...⇄ # [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] indicates she made a payment on our website on November 27, 2016 and realized on November 29, 2016 that two payments of $74.05 were taken in error. Ms. [redacted] contacted us the same day and requested to speak to a supervisor. Ms. [redacted] states over the course of a two week period she contacted us several times requesting to speak to a supervisor and was never able to speak to a supervisor and never received a call back from a supervisor. Ms. [redacted] is requesting credit for the inconvenience she has experienced and for the overdraft fee she states she incurred and contact from a supervisor or manager regarding this issue. Our records indicate on November 9, 2016 Ms. [redacted] set up a scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 25, 2016 Ms. [redacted] set up another scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 29, 2016 Ms. [redacted] contacted our Customer Service Department and advised two payments were processed in error. Ms. [redacted] requested to speak with a supervisor and as no supervisor was available at the time, the agent transferred Ms. [redacted] to a supervisor’s voicemail. Ms. [redacted] called back immediately and spoke with another agent and advised them of the duplicate payment issue. The agent referred Ms. [redacted]’ concern to our Payment Research Team and requested a refund to be sent. The refund was processed on November 30, 2016. Please understand, since Ms. [redacted] made the payment using her checking account and not a debit card, the refund typically takes 10-14 business days to process through Ms. [redacted]’ bank account. We have no record of Ms. [redacted] requesting to speak to a supervisor again until December 12, 2016 and December 15, 2016. On December 19, 2016 a supervisor attempted to contact Ms. [redacted] and left a message requesting Ms. [redacted] to contact us back. We sincerely apologize Ms. [redacted] did not receive a call back from a supervisor in a timely manner. As there was no cancellation requested for either scheduled payment and since both scheduled payments were set up on our website by Ms. [redacted], no reimbursement will be issued for the overdraft fee. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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]
I am rejecting this response because:I? was not...
notified about paying interest fee every month, I? thought that I? was paying my ordersi need for all my interest rate to be applied to my account. Also was charged a late feee and at that time I? was in the hospital and I? was not able to make that payment on time.it is not fair for a custom to pay 11-17 dollars of interest fee if the customer is paying on time.it would take me months of payment to be able to see a reduced amount in my payments.thank you[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
Scott M[redacted]