We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review.
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] claims he ordered a mattress from Fingerhut, and within days the mattress was defective. He received a new mattress under warranty which was also defective, therefore, he requested a refund. He states he requested a supervisor call from Fingerhut but never received a return call. The only communication he has received from Fingerhut has been the billing statements each month. He would like this removed from his credit report. Our records indicate Mr. [redacted] ordered a Serta Queen 18" Raised Airbed with Neverflat Pump with a 1 Year Service Plan on October 15, 2014. We have no record of Mr. [redacted] contacting us in regards to the returning the mattress, however at this time Mr. [redacted] will not be able to return the product for a refund. We require returns to be made in accordance with 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.” Mr. [redacted]’s 1 Year Service Plan began on October 17, 2015. For assistance with this product Mr. [redacted] should contact National Extended Warranty at ###-###-####. His warranty contract number is [redacted]. According to an account review completed on July 22, 2016 the bureaus 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 your Welcome Packet. “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. At this time the current balance on Mr. [redacted]’s account is $330.02. A minimum payment of $200.91 is due by August 13, 2016. To make payment arrangements, he may contact of Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Subsequent to receipt of and acknowledgement of the complaint with [redacted], I forwarded her concerns to our billing and financial services departments for further review. According to Company records, the customer should have received a refund of $221.13 on January **, 2017 due to the...
overpayment that was made on January **, 2017 when the old account ([redacted]) was already at a $0 balance. The billing consultant attempted to explain that the confusion came in when the revised final bill on the old/former account not only reflected the credit but also the charges for the new account because both accounts share the same telephone number. The billing consultant further advised [redacted] that that as it stands, the old account [redacted] is currently at a $0 balance; however, it appears per Verizon’s billing system that there was one more payment made on March *, 2017 for $221.13. [redacted] advised she checked her accounts and didn’t see that amount coming out in March; however, she stated that her bank went through some type of revision and some of her bill payments were messed up/incorrect. The billing consultant advised the customer she would continue to monitor the old account to see if that payment posted. [redacted] advised she gave permission to the billing consultant to transfer the payment to the new account, [redacted]-###-###-####, if it does.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she ordered merchandise from Fingerhut. She did not receive this item on time and purchased the item elsewhere. The package was left at the front door and the box was not in perfect condition. She states she returned the merchandise to Fingerhut, then recieved a bill for the shipping/handling charges. Ms. [redacted] desired result is a full refund and not have Fingerhut contact her again. Our records indicate Ms. [redacted] purchased a Magic Bullet Hi-Speed Blender/Mixer System on June 10, 2016. Using the tracking number [redacted] we show this product was delivered by the local post office on June 17, 2016. We apologize Ms. [redacted] did not receive her merchandise on the date expected. We provide customers with our best estimate as to when a package will be delivered, however, occasionally packages are delivered outside of this timeframe due to factors outside of our control. We received the return of the blender/mixer from Ms. [redacted] on July 5, 2016. A credit of $37.04 was issued to her WebBank/Fingerhut Advantage account for the full merchandise price, but as our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Ms. [redacted] was required to pay for the original shipping/handling of $19.99. Likewise, a return postage fee of $14.95 was deducted from the credit because Ms. [redacted] did not indicate why she was returning the product. At this time the current balance on Ms. [redacted]’s Fingerhut Account is $28.14. A minimum payment of $8.99 is due by August 9, 2016. Additionally, we have updated our records and removed Ms. [redacted] from our mailing list, but because our catalogs are printed in advance, she should allow 6 to 8 weeks for this request to process. Per Ms. [redacted]’s request, we have revoked consent to call the telephone number, ###-###-####, which is currently associated to her account. If Ms. [redacted] has any questions regarding this matter she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8:00AM-8:00PM 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:
The last sentence of the company's recent response states what I have been saying since I began to communicate with the VERIZON Representative about the payment of $302.00.This time consuming writing and calling since early March casts a shadow of ignorance upon the customer and I recommend that the customer service representatives take a closer look when they receive correspondence such as has been discussed in this file.The case is finished and there are not further comments since my statement about the credit to my account seems to be clear at this point.Thank you for your time in this matter, Respectfully, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have returned messages from Ms J[redacted] as well as another representative named Doug from her department and I have yet to receive a response from either
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good morning, This case has been acknowledged and is being assigned to [redacted]. She will be in contact with the customer and advise of resolution. If you have any questions please respond to this email. Thank you for contacting us regarding this issue. Deirdre...
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. In Mr. [redacted]’s inquiry, he states that he ordered a video game from Fingerhut on December 30, 2016. He never received the merchandise and contacted our company a few days after the delivery date. Mr. [redacted] states that he was sent an affidavit to complete and return to Fingerhut regarding the merchandise not received. Mr. [redacted] states in less than a week he received a letter from Fingerhut stating the order was delivered and we refused to do anything about it. Mr. [redacted] stated not to leave packages at his door as orders would have to be signed for. Upon review of Mr. [redacted]’s account, we can confirm he placed an order on December 19, 2016 for a PlayStation 4 MLB Video Game via the website. Mr. [redacted] contacted Fingerhut on December 30, 2016, stating that he did not receive his merchandise. Mr. [redacted] was given a credit of $46.28, he was asked if he wanted to place the exchange order at that time. Mr. [redacted] inquired if he could get expedited shipping on the PlayStation Game, which was not an option as this item is shipped directly from the manufacturer Mr. [redacted] requested the item be shipped out again and a new order was placed on the same day. The Extended Service Plan was also added to the December 30, 2016 order. On January 3, 2017, Mr. [redacted] contacted Fingerhut to check the status of his order was advised the expected delivery date would be on January 11, 2017. Mr. [redacted] was transferred to a supervisor per his request, and was advised that express delivery was not available on items shipped from the manufacturer. Mr. [redacted] also requested the Extended Service Plan be canceled. The supervisor issued credit to Mr. [redacted]’s account for the 2 Year Service Plan in the amount of $3.99. On January 12, 2017, Mr. [redacted] contacted Fingerhut expressing that he did not receive his second delivery. Tracking indicates the package was delivered on January 6, 2017. Mr. [redacted] was transferred to a supervisor and the supervisor advised Mr. [redacted] an affidavit would be sent for investigation, since he had no online access or email, the affidavit was manually sent to the address on file. The affidavit was received on January 27, 2017 and was denied as tracking indicates the item was delivered to his address. A letter requesting a police report was mailed on this date. Mr. [redacted] must submit a completed copy of a police report in order to receive a credit on his second order. If Mr. [redacted] has any further questions or concerns, he 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
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about her final Verizon bill. Upon review, Verizon communicated with [redacted] on 09/**/17 and requested account information...
so that we can investigate. Unfortunately, we have not received any information related to the account for us to review. Verizon made additional attempts to reach [redacted] but we have been unsuccessful. Furthermore, I have sent a call me letter and left my number with [redacted] should she have any additional questions or concerns.
Verizons positions still stands. Based on a review of the account, it was determined that the customer was billed an early termination fee of $160.00 on the May **, 2015 bill correctly. According to our records the customer called on July **, 2014 to inquire about receiving a better price for services or may switch services to another carrier. The customer called again on July **, 2014 requesting options to lower the monthly bill. The customer agreed to a new two-year FiOS Triple Play Bundle of TV Internet and FiOS Digital Voice and removed one set-top box from the account. As the customer disconnected services prior to fulfilling the two-year agreement, the customer is liable for the early termination fee billed.I spoke to the customer on January **, 2016 and advised that the early termination fee billed is valid. The customer was not satisfied.
Dear Mr [redacted] I am in receipt of your letter dated August 1, 2017, regarding the above-referenced account. Per the complainant's request, we have requested a copy of their account from our client and will forward it to the complainant upon receipt. Please let me know if I can...
be of further assistance. Sincerely CREDIT ADJUSTMENT BOARD, INC.
I spoke to the customer on November *, 2016. I explained to the customer that Verizon offers a30-day service satisfaction guarantee. It is not a 30-day money back or no cost guarantee. I further explained that the 30-day service satisfaction guarantee offers the customer 30 days...
to cancel service without any being liable for a contractual penalty/early termination fee. In reviewing the customer’s account, the customer was billed $120.00 for labor for the wiring and installation of services; $49.99 for a modem router; and $36.10 in prorated service charges. As the customer indicated that the High Speed Internet service was not properly installed and thus never worked, as a courtesy, I have issued a credit for the $120.00 labor charge as well as the $36.10 in prorated service charges for a total of $156.10 in credits. Once the customer returns the modem router, a credit for the $49.99 charge will be issued. A return kit has been sent to the customer to facilitate in returning the modem router.
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, yet again. I feel Verizon is trying to correct the issue.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 5, 2016 Revdex.com of Minnesota ...
#[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the complaint we received regarding a WebBank/Fingerhut Credit Account for Jeremy [redacted]. Mr. [redacted] states he received an Intex Easy Set Round Pool that was damaged and missing parts. Mr. [redacted] also states he is unable to package the pool back up to return it to us, as the item is quite large, and he does not have the original packaging. Our records indicate Mr. [redacted] placed this order on May 29, 2016. The order includes the Intex Easy Set Round Pool, an Intex Foot Bath for Pools, an Intext Adventurer Snorkel and Mask Set, an Intext Solar Heater Mat for Above-Ground Pools, a Water Balloon Launcher and an Ocean Reef Snapset Kid’s Pool. Mr. [redacted] contacted us on June 11, 2016 via email, advising he found a hole in the ring of the Intext Pool and that they needed to patch the pool before they could even use it. After multiple email exchanges between us and Mr. [redacted] regarding how he should package the pool to return it, we have made the decision to credit the pool, and are not requiring the return of it. Mr. [redacted]’s account has been credited in the amount of $404.63 for the pool. This amount includes the retail price of the item, tax and shipping and handling. During this time, Mr. [redacted]’s account balance included the purchase for the pool and the accessories, and had a payment of $59.99 due by July 15, 2016. We have not received a payment, and so Mr. [redacted]’s account was assessed a Late Fee of $37.00. Due to extenuating circumstances, we will issue credit for the late fee as a one-time exception. Mr. [redacted] will see these credits on his next billing statement, which will be produced on August 26, 2016. As of August 9, 2016, Mr. [redacted]’s balance is $444.61. There is a payment of $29.99 due on August 22, 2016. If Mr. [redacted] wishes to return the other items he purchased with the pool, he may do so using the pre-paid return label that was emailed to him on June 20, 2016. If Mr. [redacted] no longer has that email, we ask that he contact our customer service office to request one. We will be noting the account to ensure that return is accepted. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
While this is a reasonable solution, I find it difficult to believe that a business would lose track of its goods for a year and expect the customer to pay. The particular solution will hopefully be remedied and not result in additional suspensions of service, however I do not feel as though it is sufficient for myself or others to simply accept almost a years worth of hassle to go unnoted through proper channels. For example, based on the necessity of discussing billing matters with Verizon every month, for an average of 45 minutes-1 hour, I estimated at least $300 of lost wages. It seems negligent that a "service" company would provide such sub-par service in terms of holding a customer responsible for a set-top box the customer did not possess and did not have any use of (I did not have TV service.) The actions of Verizon would have been satisfactory had this occurred 6 months or longer ago, but now it seems like simply a way for Verizon to force their customers to pay more.
Sincerely,
[redacted]
Company records show that this customer had a bad experience with transitioning her service to Verizon. Upon receipt of this complaint her voicemail was not working. On 3/**/16, Verizon placed order to correct her services. Another order was placed to remove the customer from her contractual...
obligations. The customer has also been issued a $20.00 credit to appear monthly for 12months as an apology. The company apologizes for any inconvenience this matter has caused.
Please be advised, Verizon has spoken with the consumer who has confirmed receipt of the $200 certificate (which expires 6/**/15). It has been explained that Verizon Wireless requires you to have an existing account or to establish a new 2 yr account with this certificate. It has been explained...
that Verizon can not waive Verizon Wireless' terms surrounding the tablet .
I am rejecting this response because:
there are some material inaccuracies in their statement. I waited fours for the repairman from Aguirre Appliance repair and he didn't show up within the alotted time. He called a few minutes before noon to ask if I could wait but I could not. I had already waited for four hours. Assurian then sent another repair shop to come last Thursday 2/23/17 between the hours of 8-11. The repairman called me at 10:00am to notify me that he would be at my apartment in 30 minutes. He then called 30 minutes later to tell me that he had arrived and asked how to gain access to my building. I told him that he had to call from the call box. He then stated that there was no call box and further described where he was. it turns out he was at least a half hour away at the wrong address. The most upsetting part of his error was that he continued to argue with me that he was in the right place and then finally hung up. I have now waiting for 7 hours total for and extended service contract that I had paid $99 dollars for. These people have so far demonstrated lack of respect for my time, have been rude, called me a liar, and hung up on me. I refuse to accept service from them in the future and request a full refund for product and the service contact that I have been trying to access but have not been able to due to their incompetence.
We apologize for the referral to the outside collection agency. The account has been credited and pulled back from the outside collection agency. Deposits take 30-60 to be refunded to the customer's same account they used to pay the deposit.
We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review.
CONFIDENTIAL COMMUNICATION July 22,...
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] claims he ordered a mattress from Fingerhut, and within days the mattress was defective. He received a new mattress under warranty which was also defective, therefore, he requested a refund. He states he requested a supervisor call from Fingerhut but never received a return call. The only communication he has received from Fingerhut has been the billing statements each month. He would like this removed from his credit report. Our records indicate Mr. [redacted] ordered a Serta Queen 18" Raised Airbed with Neverflat Pump with a 1 Year Service Plan on October 15, 2014. We have no record of Mr. [redacted] contacting us in regards to the returning the mattress, however at this time Mr. [redacted] will not be able to return the product for a refund. We require returns to be made in accordance with 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.” Mr. [redacted]’s 1 Year Service Plan began on October 17, 2015. For assistance with this product Mr. [redacted] should contact National Extended Warranty at ###-###-####. His warranty contract number is [redacted]. According to an account review completed on July 22, 2016 the bureaus 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 your Welcome Packet. “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. At this time the current balance on Mr. [redacted]’s account is $330.02. A minimum payment of $200.91 is due by August 13, 2016. To make payment arrangements, he may contact of Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Subsequent to receipt of and acknowledgement of the complaint with [redacted], I forwarded her concerns to our billing and financial services departments for further review. According to Company records, the customer should have received a refund of $221.13 on January **, 2017 due to the...
overpayment that was made on January **, 2017 when the old account ([redacted]) was already at a $0 balance. The billing consultant attempted to explain that the confusion came in when the revised final bill on the old/former account not only reflected the credit but also the charges for the new account because both accounts share the same telephone number. The billing consultant further advised [redacted] that that as it stands, the old account [redacted] is currently at a $0 balance; however, it appears per Verizon’s billing system that there was one more payment made on March *, 2017 for $221.13. [redacted] advised she checked her accounts and didn’t see that amount coming out in March; however, she stated that her bank went through some type of revision and some of her bill payments were messed up/incorrect. The billing consultant advised the customer she would continue to monitor the old account to see if that payment posted. [redacted] advised she gave permission to the billing consultant to transfer the payment to the new account, [redacted]-###-###-####, if it does.
CONFIDENTIAL COMMUNICATION July 19,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she ordered merchandise from Fingerhut. She did not receive this item on time and purchased the item elsewhere. The package was left at the front door and the box was not in perfect condition. She states she returned the merchandise to Fingerhut, then recieved a bill for the shipping/handling charges. Ms. [redacted] desired result is a full refund and not have Fingerhut contact her again. Our records indicate Ms. [redacted] purchased a Magic Bullet Hi-Speed Blender/Mixer System on June 10, 2016. Using the tracking number [redacted] we show this product was delivered by the local post office on June 17, 2016. We apologize Ms. [redacted] did not receive her merchandise on the date expected. We provide customers with our best estimate as to when a package will be delivered, however, occasionally packages are delivered outside of this timeframe due to factors outside of our control. We received the return of the blender/mixer from Ms. [redacted] on July 5, 2016. A credit of $37.04 was issued to her WebBank/Fingerhut Advantage account for the full merchandise price, but as our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Ms. [redacted] was required to pay for the original shipping/handling of $19.99. Likewise, a return postage fee of $14.95 was deducted from the credit because Ms. [redacted] did not indicate why she was returning the product. At this time the current balance on Ms. [redacted]’s Fingerhut Account is $28.14. A minimum payment of $8.99 is due by August 9, 2016. Additionally, we have updated our records and removed Ms. [redacted] from our mailing list, but because our catalogs are printed in advance, she should allow 6 to 8 weeks for this request to process. Per Ms. [redacted]’s request, we have revoked consent to call the telephone number, ###-###-####, which is currently associated to her account. If Ms. [redacted] has any questions regarding this matter she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8:00AM-8:00PM 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:
The last sentence of the company's recent response states what I have been saying since I began to communicate with the VERIZON Representative about the payment of $302.00.This time consuming writing and calling since early March casts a shadow of ignorance upon the customer and I recommend that the customer service representatives take a closer look when they receive correspondence such as has been discussed in this file.The case is finished and there are not further comments since my statement about the credit to my account seems to be clear at this point.Thank you for your time in this matter, Respectfully, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have returned messages from Ms J[redacted] as well as another representative named Doug from her department and I have yet to receive a response from either
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We let the customer know that this was pulled from the outside collection agency. His billing issues were taken care of as well. Case closed.
Good morning, This case has been acknowledged and is being assigned to [redacted]. She will be in contact with the customer and advise of resolution. If you have any questions please respond to this email. Thank you for contacting us regarding this issue. Deirdre...
S.Executive Relation Team###-###-####
CONFIDENTIAL COMMUNICATION February 19,...
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. In Mr. [redacted]’s inquiry, he states that he ordered a video game from Fingerhut on December 30, 2016. He never received the merchandise and contacted our company a few days after the delivery date. Mr. [redacted] states that he was sent an affidavit to complete and return to Fingerhut regarding the merchandise not received. Mr. [redacted] states in less than a week he received a letter from Fingerhut stating the order was delivered and we refused to do anything about it. Mr. [redacted] stated not to leave packages at his door as orders would have to be signed for. Upon review of Mr. [redacted]’s account, we can confirm he placed an order on December 19, 2016 for a PlayStation 4 MLB Video Game via the website. Mr. [redacted] contacted Fingerhut on December 30, 2016, stating that he did not receive his merchandise. Mr. [redacted] was given a credit of $46.28, he was asked if he wanted to place the exchange order at that time. Mr. [redacted] inquired if he could get expedited shipping on the PlayStation Game, which was not an option as this item is shipped directly from the manufacturer Mr. [redacted] requested the item be shipped out again and a new order was placed on the same day. The Extended Service Plan was also added to the December 30, 2016 order. On January 3, 2017, Mr. [redacted] contacted Fingerhut to check the status of his order was advised the expected delivery date would be on January 11, 2017. Mr. [redacted] was transferred to a supervisor per his request, and was advised that express delivery was not available on items shipped from the manufacturer. Mr. [redacted] also requested the Extended Service Plan be canceled. The supervisor issued credit to Mr. [redacted]’s account for the 2 Year Service Plan in the amount of $3.99. On January 12, 2017, Mr. [redacted] contacted Fingerhut expressing that he did not receive his second delivery. Tracking indicates the package was delivered on January 6, 2017. Mr. [redacted] was transferred to a supervisor and the supervisor advised Mr. [redacted] an affidavit would be sent for investigation, since he had no online access or email, the affidavit was manually sent to the address on file. The affidavit was received on January 27, 2017 and was denied as tracking indicates the item was delivered to his address. A letter requesting a police report was mailed on this date. Mr. [redacted] must submit a completed copy of a police report in order to receive a credit on his second order. If Mr. [redacted] has any further questions or concerns, he 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
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about her final Verizon bill. Upon review, Verizon communicated with [redacted] on 09/**/17 and requested account information...
so that we can investigate. Unfortunately, we have not received any information related to the account for us to review. Verizon made additional attempts to reach [redacted] but we have been unsuccessful. Furthermore, I have sent a call me letter and left my number with [redacted] should she have any additional questions or concerns.
Verizons positions still stands. Based on a review of the account, it was determined that the customer was billed an early termination fee of $160.00 on the May **, 2015 bill correctly. According to our records the customer called on July **, 2014 to inquire about receiving a better price for services or may switch services to another carrier. The customer called again on July **, 2014 requesting options to lower the monthly bill. The customer agreed to a new two-year FiOS Triple Play Bundle of TV Internet and FiOS Digital Voice and removed one set-top box from the account. As the customer disconnected services prior to fulfilling the two-year agreement, the customer is liable for the early termination fee billed.I spoke to the customer on January **, 2016 and advised that the early termination fee billed is valid. The customer was not satisfied.
Dear Mr [redacted] I am in receipt of your letter dated August 1, 2017, regarding the above-referenced account. Per the complainant's request, we have requested a copy of their account from our client and will forward it to the complainant upon receipt. Please let me know if I can...
be of further assistance. Sincerely CREDIT ADJUSTMENT BOARD, INC.
I spoke to the customer on November *, 2016. I explained to the customer that Verizon offers a30-day service satisfaction guarantee. It is not a 30-day money back or no cost guarantee. I further explained that the 30-day service satisfaction guarantee offers the customer 30 days...
to cancel service without any being liable for a contractual penalty/early termination fee. In reviewing the customer’s account, the customer was billed $120.00 for labor for the wiring and installation of services; $49.99 for a modem router; and $36.10 in prorated service charges. As the customer indicated that the High Speed Internet service was not properly installed and thus never worked, as a courtesy, I have issued a credit for the $120.00 labor charge as well as the $36.10 in prorated service charges for a total of $156.10 in credits. Once the customer returns the modem router, a credit for the $49.99 charge will be issued. A return kit has been sent to the customer to facilitate in returning the modem router.
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, yet again. I feel Verizon is trying to correct the issue.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 5, 2016 Revdex.com of Minnesota ...
#[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the complaint we received regarding a WebBank/Fingerhut Credit Account for Jeremy [redacted]. Mr. [redacted] states he received an Intex Easy Set Round Pool that was damaged and missing parts. Mr. [redacted] also states he is unable to package the pool back up to return it to us, as the item is quite large, and he does not have the original packaging. Our records indicate Mr. [redacted] placed this order on May 29, 2016. The order includes the Intex Easy Set Round Pool, an Intex Foot Bath for Pools, an Intext Adventurer Snorkel and Mask Set, an Intext Solar Heater Mat for Above-Ground Pools, a Water Balloon Launcher and an Ocean Reef Snapset Kid’s Pool. Mr. [redacted] contacted us on June 11, 2016 via email, advising he found a hole in the ring of the Intext Pool and that they needed to patch the pool before they could even use it. After multiple email exchanges between us and Mr. [redacted] regarding how he should package the pool to return it, we have made the decision to credit the pool, and are not requiring the return of it. Mr. [redacted]’s account has been credited in the amount of $404.63 for the pool. This amount includes the retail price of the item, tax and shipping and handling. During this time, Mr. [redacted]’s account balance included the purchase for the pool and the accessories, and had a payment of $59.99 due by July 15, 2016. We have not received a payment, and so Mr. [redacted]’s account was assessed a Late Fee of $37.00. Due to extenuating circumstances, we will issue credit for the late fee as a one-time exception. Mr. [redacted] will see these credits on his next billing statement, which will be produced on August 26, 2016. As of August 9, 2016, Mr. [redacted]’s balance is $444.61. There is a payment of $29.99 due on August 22, 2016. If Mr. [redacted] wishes to return the other items he purchased with the pool, he may do so using the pre-paid return label that was emailed to him on June 20, 2016. If Mr. [redacted] no longer has that email, we ask that he contact our customer service office to request one. We will be noting the account to ensure that return is accepted. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
While this is a reasonable solution, I find it difficult to believe that a business would lose track of its goods for a year and expect the customer to pay. The particular solution will hopefully be remedied and not result in additional suspensions of service, however I do not feel as though it is sufficient for myself or others to simply accept almost a years worth of hassle to go unnoted through proper channels. For example, based on the necessity of discussing billing matters with Verizon every month, for an average of 45 minutes-1 hour, I estimated at least $300 of lost wages. It seems negligent that a "service" company would provide such sub-par service in terms of holding a customer responsible for a set-top box the customer did not possess and did not have any use of (I did not have TV service.) The actions of Verizon would have been satisfactory had this occurred 6 months or longer ago, but now it seems like simply a way for Verizon to force their customers to pay more.
Sincerely,
[redacted]
Company records show that this customer had a bad experience with transitioning her service to Verizon. Upon receipt of this complaint her voicemail was not working. On 3/**/16, Verizon placed order to correct her services. Another order was placed to remove the customer from her contractual...
obligations. The customer has also been issued a $20.00 credit to appear monthly for 12months as an apology. The company apologizes for any inconvenience this matter has caused.
Please be advised, Verizon has spoken with the consumer who has confirmed receipt of the $200 certificate (which expires 6/**/15). It has been explained that Verizon Wireless requires you to have an existing account or to establish a new 2 yr account with this certificate. It has been explained...
that Verizon can not waive Verizon Wireless' terms surrounding the tablet .
I am rejecting this response because:
there are some material inaccuracies in their statement. I waited fours for the repairman from Aguirre Appliance repair and he didn't show up within the alotted time. He called a few minutes before noon to ask if I could wait but I could not. I had already waited for four hours. Assurian then sent another repair shop to come last Thursday 2/23/17 between the hours of 8-11. The repairman called me at 10:00am to notify me that he would be at my apartment in 30 minutes. He then called 30 minutes later to tell me that he had arrived and asked how to gain access to my building. I told him that he had to call from the call box. He then stated that there was no call box and further described where he was. it turns out he was at least a half hour away at the wrong address. The most upsetting part of his error was that he continued to argue with me that he was in the right place and then finally hung up. I have now waiting for 7 hours total for and extended service contract that I had paid $99 dollars for. These people have so far demonstrated lack of respect for my time, have been rude, called me a liar, and hung up on me. I refuse to accept service from them in the future and request a full refund for product and the service contact that I have been trying to access but have not been able to due to their incompetence.
We apologize for the referral to the outside collection agency. The account has been credited and pulled back from the outside collection agency. Deposits take 30-60 to be refunded to the customer's same account they used to pay the deposit.