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.
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]
Dear Ms. [redacted], Please see my attached letter to your office regarding [redacted]’s concerns. My response exceeds the 2000 character limit so I have attached it to this inquiry. Thank you, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
Verizon made multiple attempts to contact this customer at the reach number provided in order to address her complaint. We have provided her with a direct number to contact us at her convenience and we will be happy to assist her. Verizon apologizes for any inconvenience the customer has...
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]
Per my recorded phone call with their financial department supervisor I advised them that I would be willing to pay the amount in full to have the charge off removed and the supervisor advised that was not an option. They advised after I escalated this to the Revdex.com that they stated I could do pay more to remove it. Per their recorded phone call I told their executive that is not true and they will need to review their records of the phone call because they declined my request to pay more to delete it. This is not considered resolved to me and the fact the the call was recorded and they are stating the contrary is deceptive practice and I believe it is illegal as well.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/13) */
CONFIDENTIAL COMMUNICATION
November 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] is a valued customer and we sincerely apologize for the difficulty he experienced as a result of the issue described in the inquiry. His report of having received unacceptable service is also regrettable, as all our agents are accountable to meet our professional standards.
Mr. [redacted]'s account reflects a purchase was made via the Fingerhut website on October 18, 2015 for a White Kitchen Island Cart. Please understand that some of our products ship directly from the vendor rather than a Fingerhut fulfillment center, and the kitchen cart was a vendor supplied item. In rare instances, there may be a delay in the coordination and communication processes involved in these shipments, and this appears to have been the case with this order.
The vendor confirmed they shipped the kitchen cart on November 5, 2015, as reflected by Pilot Freight Services tracking number 067015595. It also reflects the carrier delivered it to Mr. [redacted]'s address in Omaha, NE on November 10, 2015 at 4:42 p.m. Eastern Time.
We have applied a 50% discount to the shipping/handling charge as a courtesy for the inconvenience of the delay. This was issued to Mr. [redacted]'s account as a credit for $50, and it will reflect on a future monthly statement for his records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. Research located account number [redacted]which previously carried a balance of $327.39. Records show credits were applied to the account in July 2015 and August 2015 bringing the balance to zero. Additional research determined the account was recalled from collections and was not credit reported. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted]. Thank you, Amy B. Verizon Customer Advocacy
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
Subsequent to speaking to [redacted] and apologizing for his repeated concern, I forwarded the matter to our Repair Department. Per [redacted], a technician arrived and changed the splitter. [redacted] advised that the matter has not been fully resolved in that at times his...
audio service continues to drop. [redacted] remains frustrated; however, he advised me he has the callback information of a Verizon local manager and if after a week the service continues to decline, he will contact the local manager for additional assistance and alert me so that I can follow up the matter. I advised [redacted] that a $20.82 credit was placed on the account by a billing representative. After finishing our conversation and reviewing his account, I saw a one-time $5.99 charge for concussion dated April *, 2016.
I am rejecting this response because:I never receive such terms when I signed up for fingerhut. And they do force people to buy their products. Because they say you must buy a certain amount of products to keep the credit line increase. So how does that help someone credit? Using all of your credit line does not help you. It just helps bluestem brands to make more money and ruin your credit at the same time. I see the way you all responded to me that clearly don't care about your customers at all. Revdex.com you can close the compliant
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.
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 3 [redacted] invoices. The first invoice dated 5/**/17 shows that Verizon paid [redacted] 100.55 on 5/* and I now have a credit of -85.24 based on my service end date of 5/*/17. The following 2 invoices I received from [redacted], both dated 5/**/17, show that Verizon charged me through [redacted] 100.55 on 5/**, and an additional 100.55 on 5/**. That's a double charge and no dates provided that the charges apply to. The person that called me from Verizon on 5/**/17 told me they didn't pay [redacted] for my service, but another CSR from Verizon told me that they did pay [redacted] for my service. Nobody will give me anything in writing to settle this issue. I have been told by [redacted] on several occasions that my true balance is 15.31, which I paid, but they are putting the blame on Verizon to correct my [redacted] bill. The fact that Verizon and [redacted] are parting ways should be taken into consideration regarding my complaint.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he purchased a Dell computer from Fingerhut. He states the computer is not working properly and neither Dell nor Fingerhut would help with this issue. Our records indicate Mr. [redacted] purchased a Dell Inspiron 15.6" HD 4GB Windows 8.1 Laptop Computer on August 16, 2015. Mr. [redacted] contacted Fingerhut on January 25, 2016 stating his computer was not working properly. At this time Mr. [redacted] was correctly advised he would need to contact the products manufacturer as we require returns to be made in accordance with Fingerhut’s 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.” Due to the length of time that has passed since Mr. [redacted]’s purchase, any requests to repair or replace the device should be referred and handled by the product’s manufacturer. For all concerns with this item, Mr. [redacted] should contact Dell at ###-###-#### Monday through Friday 8AM-9PM. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
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 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 in October that she did not receive. She states the merchandise was delivered to the incorrect address. She completed and returned the affidavit Fingerhut requested, but she has not been credited for the merchandise. Ms. [redacted] would like to be credited for the merchandise she did not receive. Our records indicate Ms. [redacted] purchased a 14K Gold 3.5mm Semi-Solid 24" Figaro Chain on October 21, 2016. She contacted Fingerhut on November 2, 2016 stating she did not receive the merchandise. When a customer states they have not received ordered merchandise, Fingerhut has certain policies and procedures in place in order to conduct an investigation. On November 2, 2016 a legal affidavit was mailed to Ms. [redacted]. Within this letter it stated due to the monetary value of the merchandise a police report would also be required. We received the completed affidavit on November 14, 2016, however there was no police report received at that time with the affidavit and a letter of denial was mailed to Ms. [redacted]. To date we have not received the requested police report. As we understand the severity and urgency of this situation, Ms. [redacted] may fax the related police report to ###-###-####, Attn: Kristina or mail the document to [redacted] St. Cloud, MN 56303. If Ms. [redacted] is unable to provide a police report, she may supply the name of the agency, officer’s name, badge number, and the case number. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
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.
Revdex.com of Minnesota #[redacted] Attention: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the customer complaint filed with the Revdex.com by [redacted], regarding his WebBank/Fingerhut Credit Account. In the complaint the customer stated he purchased a cordless phone from Fingerhut, which was advertised as headset compatible. When the item was received by the customer it did not have the headset compatible feature the customer needed. The customer contacted Fingerhut Customer Service and was referred to the manufacturer, who referred the customer back to Fingerhut. The customer’s desired resolution is for a phone system that is headset compatible to be sent to them at Fingerhut’s expense. Our records indicate the customer placed an order on our website at www.fingerhut.com for item number SA997 AT&T Cordless Phone w/Answering System & Caller ID on October 15, 2016. When the order was placed the item was advertised as headset compatible. We have investigated the issue and have subsequently changed the description to state item is not headset compatible. Mr. [redacted] returned the item to Fingerhut on October 27, 2016 and a full credit was issued to the customer’s Fingerhut credit account. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for any inconvenience we may have caused. While we cannot send a new item for free we would like to help our customer locate a phone system with the desired features. Our entire line of phone systems are located at www.fingerhut.com, or our Order Line would be glad to assist. The Fingerhut Order Line can be reached at ###-###-####, 24 hours a day / 7 days a week. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care TeamVF/sm
The case was sent to the Consumer Financial Services (CFS) team for review.A specialist advised that records indicate that customer [redacted], account #[redacted] with phone number ###-###-#### is showing a $180.63 as balance due, with final bill received date as 04/**/2015. Records...
also indicate that a settlement was offered by the Outside Collection Agency (OCA) for collection agency for 50% of the amount due. The account has been with various OCA's since 6/**/2015 and customer has been sent several copies of statements at various times.The customer did not provide a telephone number to be reached and the number in question is terminated. Should the customer wish to discuss this matter further, she may reach the Verizon specialist by calling ###-###-####; Monday-Friday 7-3:30PM CSDT.
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.
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]
Dear Ms. [redacted], Please see my attached letter to your office regarding [redacted]’s concerns. My response exceeds the 2000 character limit so I have attached it to this inquiry. Thank you, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
Verizon made multiple attempts to contact this customer at the reach number provided in order to address her complaint. We have provided her with a direct number to contact us at her convenience and we will be happy to assist her. Verizon apologizes for any inconvenience the customer has...
experienced as a result of this matter.
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]
Per my recorded phone call with their financial department supervisor I advised them that I would be willing to pay the amount in full to have the charge off removed and the supervisor advised that was not an option. They advised after I escalated this to the Revdex.com that they stated I could do pay more to remove it. Per their recorded phone call I told their executive that is not true and they will need to review their records of the phone call because they declined my request to pay more to delete it. This is not considered resolved to me and the fact the the call was recorded and they are stating the contrary is deceptive practice and I believe it is illegal as well.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/13) */
CONFIDENTIAL COMMUNICATION
November 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] is a valued customer and we sincerely apologize for the difficulty he experienced as a result of the issue described in the inquiry. His report of having received unacceptable service is also regrettable, as all our agents are accountable to meet our professional standards.
Mr. [redacted]'s account reflects a purchase was made via the Fingerhut website on October 18, 2015 for a White Kitchen Island Cart. Please understand that some of our products ship directly from the vendor rather than a Fingerhut fulfillment center, and the kitchen cart was a vendor supplied item. In rare instances, there may be a delay in the coordination and communication processes involved in these shipments, and this appears to have been the case with this order.
The vendor confirmed they shipped the kitchen cart on November 5, 2015, as reflected by Pilot Freight Services tracking number 067015595. It also reflects the carrier delivered it to Mr. [redacted]'s address in Omaha, NE on November 10, 2015 at 4:42 p.m. Eastern Time.
We have applied a 50% discount to the shipping/handling charge as a courtesy for the inconvenience of the delay. This was issued to Mr. [redacted]'s account as a credit for $50, and it will reflect on a future monthly statement for his records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. Research located account number [redacted]which previously carried a balance of $327.39. Records show credits were applied to the account in July 2015 and August 2015 bringing the balance to zero. Additional research determined the account was recalled from collections and was not credit reported. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted]. Thank you, Amy B. Verizon Customer Advocacy
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
Subsequent to speaking to [redacted] and apologizing for his repeated concern, I forwarded the matter to our Repair Department. Per [redacted], a technician arrived and changed the splitter. [redacted] advised that the matter has not been fully resolved in that at times his...
audio service continues to drop. [redacted] remains frustrated; however, he advised me he has the callback information of a Verizon local manager and if after a week the service continues to decline, he will contact the local manager for additional assistance and alert me so that I can follow up the matter. I advised [redacted] that a $20.82 credit was placed on the account by a billing representative. After finishing our conversation and reviewing his account, I saw a one-time $5.99 charge for concussion dated April *, 2016.
I am rejecting this response because:I never receive such terms when I signed up for fingerhut. And they do force people to buy their products. Because they say you must buy a certain amount of products to keep the credit line increase. So how does that help someone credit? Using all of your credit line does not help you. It just helps bluestem brands to make more money and ruin your credit at the same time. I see the way you all responded to me that clearly don't care about your customers at all. Revdex.com you can close the compliant
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.
[redacted]Document Attached[redacted]
(Fair-Credit-Billing.pdf)
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 3 [redacted] invoices. The first invoice dated 5/**/17 shows that Verizon paid [redacted] 100.55 on 5/* and I now have a credit of -85.24 based on my service end date of 5/*/17. The following 2 invoices I received from [redacted], both dated 5/**/17, show that Verizon charged me through [redacted] 100.55 on 5/**, and an additional 100.55 on 5/**. That's a double charge and no dates provided that the charges apply to. The person that called me from Verizon on 5/**/17 told me they didn't pay [redacted] for my service, but another CSR from Verizon told me that they did pay [redacted] for my service. Nobody will give me anything in writing to settle this issue. I have been told by [redacted] on several occasions that my true balance is 15.31, which I paid, but they are putting the blame on Verizon to correct my [redacted] bill. The fact that Verizon and [redacted] are parting ways should be taken into consideration regarding my complaint.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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.
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he purchased a Dell computer from Fingerhut. He states the computer is not working properly and neither Dell nor Fingerhut would help with this issue. Our records indicate Mr. [redacted] purchased a Dell Inspiron 15.6" HD 4GB Windows 8.1 Laptop Computer on August 16, 2015. Mr. [redacted] contacted Fingerhut on January 25, 2016 stating his computer was not working properly. At this time Mr. [redacted] was correctly advised he would need to contact the products manufacturer as we require returns to be made in accordance with Fingerhut’s 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.” Due to the length of time that has passed since Mr. [redacted]’s purchase, any requests to repair or replace the device should be referred and handled by the product’s manufacturer. For all concerns with this item, Mr. [redacted] should contact Dell at ###-###-#### Monday through Friday 8AM-9PM. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION November 25,...
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 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 in October that she did not receive. She states the merchandise was delivered to the incorrect address. She completed and returned the affidavit Fingerhut requested, but she has not been credited for the merchandise. Ms. [redacted] would like to be credited for the merchandise she did not receive. Our records indicate Ms. [redacted] purchased a 14K Gold 3.5mm Semi-Solid 24" Figaro Chain on October 21, 2016. She contacted Fingerhut on November 2, 2016 stating she did not receive the merchandise. When a customer states they have not received ordered merchandise, Fingerhut has certain policies and procedures in place in order to conduct an investigation. On November 2, 2016 a legal affidavit was mailed to Ms. [redacted]. Within this letter it stated due to the monetary value of the merchandise a police report would also be required. We received the completed affidavit on November 14, 2016, however there was no police report received at that time with the affidavit and a letter of denial was mailed to Ms. [redacted]. To date we have not received the requested police report. As we understand the severity and urgency of this situation, Ms. [redacted] may fax the related police report to ###-###-####, Attn: Kristina or mail the document to [redacted] St. Cloud, MN 56303. If Ms. [redacted] is unable to provide a police report, she may supply the name of the agency, officer’s name, badge number, and the case number. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
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.
CONFIDENTIAL COMMUNICATION November 4, 2016 ...
Revdex.com of Minnesota #[redacted] Attention: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the customer complaint filed with the Revdex.com by [redacted], regarding his WebBank/Fingerhut Credit Account. In the complaint the customer stated he purchased a cordless phone from Fingerhut, which was advertised as headset compatible. When the item was received by the customer it did not have the headset compatible feature the customer needed. The customer contacted Fingerhut Customer Service and was referred to the manufacturer, who referred the customer back to Fingerhut. The customer’s desired resolution is for a phone system that is headset compatible to be sent to them at Fingerhut’s expense. Our records indicate the customer placed an order on our website at www.fingerhut.com for item number SA997 AT&T Cordless Phone w/Answering System & Caller ID on October 15, 2016. When the order was placed the item was advertised as headset compatible. We have investigated the issue and have subsequently changed the description to state item is not headset compatible. Mr. [redacted] returned the item to Fingerhut on October 27, 2016 and a full credit was issued to the customer’s Fingerhut credit account. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for any inconvenience we may have caused. While we cannot send a new item for free we would like to help our customer locate a phone system with the desired features. Our entire line of phone systems are located at www.fingerhut.com, or our Order Line would be glad to assist. The Fingerhut Order Line can be reached at ###-###-####, 24 hours a day / 7 days a week. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care TeamVF/sm
The case was sent to the Consumer Financial Services (CFS) team for review.A specialist advised that records indicate that customer [redacted], account #[redacted] with phone number ###-###-#### is showing a $180.63 as balance due, with final bill received date as 04/**/2015. Records...
also indicate that a settlement was offered by the Outside Collection Agency (OCA) for collection agency for 50% of the amount due. The account has been with various OCA's since 6/**/2015 and customer has been sent several copies of statements at various times.The customer did not provide a telephone number to be reached and the number in question is terminated. Should the customer wish to discuss this matter further, she may reach the Verizon specialist by calling ###-###-####; Monday-Friday 7-3:30PM CSDT.