Good morning, The account was disconnected on 7/*/2015. A request was placed to back date the request to 5/**/2015. This will cause adjustments to be made on the account which reflect on the final bill, this can take 1 to 2 billings cycles to process. The billing cycles for this account are on the [redacted] of each month. There have been no payments on the account since 5/**/2015 which was prior to the service being disconnected. We have an open case so we can monitor the account and contact the claimant once the final bill processes. Regarding the unknown device, I advised the claimant to disregard it as there will be no charge for it and we only required that the cable card be returned.
am looking at my invoice from this Company and it shows a balance of $107.20. Please explain how it is good buisness practice to charge people money when they return the product to you? I dont recall ever receiving an itemized invoice explaining what the charges were for. I made the assumption it was your so called insurance protection plan called Safeline. You referenced I elected to enroll in this in 2009 on your website, eight years ago? A website I could not even access when I ordered the camera I returned, because I dont know my user id or password to access my account.. I had to call my order in. I was asked if I wanted to purchase insurance at that time and I said No, I was not interested. She asked me again if I was sure I didnt want to purchases that and I said no again.The companys response said I am liable for shipping charges both ways when an item is returned. Why was I charged $19.99 for standard USPS service to recieve the product but Fingerhut only paid $7.94 to get it shipped back? It appears to me they are looking to make a significant profit by inflating their shipping costs. I will agree to pay a total of $15.88 in shipping costs, not $27.94. I also refuse to pay interest or late charges on shipping costs. Where does $107.20 come in to play?? Even if I figure the $27.94 - $107.20, that is a $79.26 difference. Thats some shady business practice you have if you feel justified in charging a customer that amount of money for a product I never puchased. Is that how you stay in business, by collecting money for nothing? Absolutely horrible customer service. [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, but, I would like to wait until I am sure they will be removing the negative report on my credit report. My fico score dropped 43 points because of this, and again, they admitted it was their fault. I was told they would remove it from my credit report but I want to make sure they do.
On 8/**/17, a Verizon representative spoke with the customer about the concern. The representative reviewed the account with the customer and issued a credit of $444.00 for overage billed and as a courtesy voice service. Verizon’s records show the customer was to be in a monthly bundle rate at...
$150.00 that was issued on 2/**/17. The order caused the bill to split, data and video on one side and voice was on the other. Splitting the bill caused the customer to be overcharged and he continued to make payments to maintain service. This was a Verizon error. We apologize for the frustration this matter caused.
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.)
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.
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
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
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.
CONFIDENTIAL COMMUNICATION December 28, 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 recent inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account. Ms. [redacted] states she was told we did not receive her October 2016 payment, but then later that month she saw the payment was credited to her account. She states her payment was not late that month and the $24.36 late fee was our error, so she requests a refund for this late fee. Our investigation confirms that Ms. [redacted]’s due date is the 11th of every month. The issue she describes impacted her September 2016 payment. We agree Ms. [redacted] uses her bank’s Bill Pay service each month, which they send as a check by mail, not electronically. This check was dated and mailed “September 9, 2016,” and the Payment Department applies payments immediately upon receiving them. On September 12, 2016, a payment reminder call was made to Ms. [redacted], who stated we should have already received the payment. Records show we received the $30.00 payment on September 14, 2016, although it was applied with a back-date of September 10, 2016 and considered paid on time so no late fee resulted. However, as Ms. [redacted] states, she put a stop payment on this check, and it was returned to us as an invalid payment on September 21, 2016. This effectively meant her September 2016 payment had not been received, so a $24.36 late fee was assessed on the same date. The amount needed to bring the account current by the October 11, 2016 due date was $48.72, the combined total of September and October’s $24.36 required minimum due. We received a $30.00 payment on October 8, 2016, so the amount needed to bring the account current by her November 11, 2016 due was $43.08 with $18.72 of that being past due. The two $30.00 payments received on November 7 and November 11, 2016 paid the account current. Due to the unique circumstances, we have made an exception to our standard policy and credited the $24.36 late fee. It is already applied to her account and will reflect on a future statement for her records. Ms. [redacted] should request her Bill Pay payments be made electronically to ensure they are received and applied as quickly as possible or, if mailed, to do so at least a week in advance of her due date. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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]’s inquiry, she states that we removed funds from her checking account that she did not give permission for. Ms. [redacted] is looking for the money to be refunded to her. Our records indicate Ms. [redacted] set up a recurring payment schedule on March 9, 2016 with one of our customer service representatives. This schedule would pay the minimum amount due each month on the 3rd, and was set up to run from April 3, 2016 through March 3, 2017. On December 16, 2016, Ms. [redacted]’s payment was returned to us unpaid, as a result, we contacted her on December 18, 2016, and Ms. [redacted] scheduled a payment for $93.98 to be processed on January 5, 2017. During that same call, Ms. [redacted] agreed to a payment schedule starting February 5, 2017 and ending November 5, 2017, to pay $46.99 each month. Our records indicate Ms. [redacted] provided consent for all payments. When Ms. [redacted] contacted us on February 7, 2017, as a courtesy, the duplicated payment of $46.99 was requested to be cancelled. Ms. [redacted] was advised to allow 12 to 14 business days to have the payment reversed and applied to her account. On February 13, 2017 the payment of $46.99 was reversed. Ms. [redacted] should have seen this credit on her account in 4-10 business days from that date. The recurring payment that was created March 9, 2016 has been deactivated. Ms. [redacted]’s current balance is $731.20. Her next payment is for March 5, 2017 in the amount of $46.99. As stated above, there is an active payment schedule in place for that amount, from her conversation with our representative on December 18, 2016. 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
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 am closing this on the promise that the September bill will not have the recurring issues.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 5, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. 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 her WebBank/Fingerhut Advantage Credit Account payment history. Ms. [redacted] disputes that her account had been 33 days delinquent—as was reported by us to the credit bureaus—because she states her “payments were consistently made,” Ms. [redacted]’s proposed satisfactory resolution would be to refunded her part of the payment for her car seat in consideration of this error. Our records confirm that Ms. [redacted]’s balance was paid in full with her $212.38 payment received on July 16, 2016. That balance was entirely related to her March 6, 2016 order of a Graco Nautilus 3-in-1 Car Seat. Records show we received on-time payments from Ms. [redacted] until her June 9, 2016 due date when no payment was received. Ms. [redacted]’s monthly statement for her billing cycle ending June 13, 2016 was sent on the same date to the email on file of [redacted]@gmail. It reflected a minimum payment due of $32.98 by July 9, 2016 as it included the $14.99 still owing from June plus July’s new amount due of $17.99. Records show we received Ms. [redacted]’s $32.98 payment on June 13, 2016, however as stated above, the 13th is the billing cycle close date. Please be advised that the closing date is the final day within the billing cycle, and payments received on that date are applied to the payment due that month—not the following month. As a result, Ms. [redacted]’s $32.98 payment did not satisfy July’s payment as it had been made while still within June’s billing cycle. When no payment was received by the July 9, 2016 due date, a $32.98 late fee was assessed. We have decided to make an one-time exception to our standard policy as a courtesy and have credited the late fee. A refund check for $32.98 has been sent to the address provided on the inquiry of [redacted] Anthony NM 88021, and Ms. [redacted] should allow up to 15 days from this response for it to arrive. In addition, an update request has been sent to the credit bureaus to remove the 30-day late payment. Please allow up to 60 days from this response for the update to process and reflect on Ms. [redacted]’s credit files. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/ah
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...
Upon receipt of the complaint, I spoke with the customer on October ** who advised of the intermittent issues she is experiencing with the High Speed Internet service and what has been done in efforts to resolve the issue. The issue was referred to the appropriate department to review and investigate. Messages were left on the customer's answering machine to assist and address their concerns. The customer stated at present the service is working however there is an issue every 5-6 days. Our records are showing the service has good rates, ping is passing with no packet loss. At the customer's request, one month credit was issued due to the intermittent issues which will appear on the next bill statement. Another message was left on the customer's answering machine and an email was sent on November * as a follow up with our contact information as we have been unsuccessful in our attempts to speak with the customer.
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
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
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 suggest that Verzion put FIOS into my neighborhood to provide competition for [redacted].
Sincerely,
[redacted]
I am rejecting this response because:
I will maintain this account open.
Good morning, The account was disconnected on 7/*/2015. A request was placed to back date the request to 5/**/2015. This will cause adjustments to be made on the account which reflect on the final bill, this can take 1 to 2 billings cycles to process. The billing cycles for this account are on the [redacted] of each month. There have been no payments on the account since 5/**/2015 which was prior to the service being disconnected. We have an open case so we can monitor the account and contact the claimant once the final bill processes. Regarding the unknown device, I advised the claimant to disregard it as there will be no charge for it and we only required that the cable card be returned.
I am rejecting this response because I...
am looking at my invoice from this Company and it shows a balance of $107.20. Please explain how it is good buisness practice to charge people money when they return the product to you? I dont recall ever receiving an itemized invoice explaining what the charges were for. I made the assumption it was your so called insurance protection plan called Safeline. You referenced I elected to enroll in this in 2009 on your website, eight years ago? A website I could not even access when I ordered the camera I returned, because I dont know my user id or password to access my account.. I had to call my order in. I was asked if I wanted to purchase insurance at that time and I said No, I was not interested. She asked me again if I was sure I didnt want to purchases that and I said no again.The companys response said I am liable for shipping charges both ways when an item is returned. Why was I charged $19.99 for standard USPS service to recieve the product but Fingerhut only paid $7.94 to get it shipped back? It appears to me they are looking to make a significant profit by inflating their shipping costs. I will agree to pay a total of $15.88 in shipping costs, not $27.94. I also refuse to pay interest or late charges on shipping costs. Where does $107.20 come in to play?? Even if I figure the $27.94 - $107.20, that is a $79.26 difference. Thats some shady business practice you have if you feel justified in charging a customer that amount of money for a product I never puchased. Is that how you stay in business, by collecting money for nothing? Absolutely horrible customer service. [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, but, I would like to wait until I am sure they will be removing the negative report on my credit report. My fico score dropped 43 points because of this, and again, they admitted it was their fault. I was told they would remove it from my credit report but I want to make sure they do.
On 8/**/17, a Verizon representative spoke with the customer about the concern. The representative reviewed the account with the customer and issued a credit of $444.00 for overage billed and as a courtesy voice service. Verizon’s records show the customer was to be in a monthly bundle rate at...
$150.00 that was issued on 2/**/17. The order caused the bill to split, data and video on one side and voice was on the other. Splitting the bill caused the customer to be overcharged and he continued to make payments to maintain service. This was a Verizon error. We apologize for the frustration this matter caused.
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.)
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.
[redacted]Document Attached[redacted]
(Fair-Credit-Billing.pdf)
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
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
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.
CONFIDENTIAL COMMUNICATION December 28, 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 recent inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account. Ms. [redacted] states she was told we did not receive her October 2016 payment, but then later that month she saw the payment was credited to her account. She states her payment was not late that month and the $24.36 late fee was our error, so she requests a refund for this late fee. Our investigation confirms that Ms. [redacted]’s due date is the 11th of every month. The issue she describes impacted her September 2016 payment. We agree Ms. [redacted] uses her bank’s Bill Pay service each month, which they send as a check by mail, not electronically. This check was dated and mailed “September 9, 2016,” and the Payment Department applies payments immediately upon receiving them. On September 12, 2016, a payment reminder call was made to Ms. [redacted], who stated we should have already received the payment. Records show we received the $30.00 payment on September 14, 2016, although it was applied with a back-date of September 10, 2016 and considered paid on time so no late fee resulted. However, as Ms. [redacted] states, she put a stop payment on this check, and it was returned to us as an invalid payment on September 21, 2016. This effectively meant her September 2016 payment had not been received, so a $24.36 late fee was assessed on the same date. The amount needed to bring the account current by the October 11, 2016 due date was $48.72, the combined total of September and October’s $24.36 required minimum due. We received a $30.00 payment on October 8, 2016, so the amount needed to bring the account current by her November 11, 2016 due was $43.08 with $18.72 of that being past due. The two $30.00 payments received on November 7 and November 11, 2016 paid the account current. Due to the unique circumstances, we have made an exception to our standard policy and credited the $24.36 late fee. It is already applied to her account and will reflect on a future statement for her records. Ms. [redacted] should request her Bill Pay payments be made electronically to ensure they are received and applied as quickly as possible or, if mailed, to do so at least a week in advance of her due date. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION February 28,...
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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]’s inquiry, she states that we removed funds from her checking account that she did not give permission for. Ms. [redacted] is looking for the money to be refunded to her. Our records indicate Ms. [redacted] set up a recurring payment schedule on March 9, 2016 with one of our customer service representatives. This schedule would pay the minimum amount due each month on the 3rd, and was set up to run from April 3, 2016 through March 3, 2017. On December 16, 2016, Ms. [redacted]’s payment was returned to us unpaid, as a result, we contacted her on December 18, 2016, and Ms. [redacted] scheduled a payment for $93.98 to be processed on January 5, 2017. During that same call, Ms. [redacted] agreed to a payment schedule starting February 5, 2017 and ending November 5, 2017, to pay $46.99 each month. Our records indicate Ms. [redacted] provided consent for all payments. When Ms. [redacted] contacted us on February 7, 2017, as a courtesy, the duplicated payment of $46.99 was requested to be cancelled. Ms. [redacted] was advised to allow 12 to 14 business days to have the payment reversed and applied to her account. On February 13, 2017 the payment of $46.99 was reversed. Ms. [redacted] should have seen this credit on her account in 4-10 business days from that date. The recurring payment that was created March 9, 2016 has been deactivated. Ms. [redacted]’s current balance is $731.20. Her next payment is for March 5, 2017 in the amount of $46.99. As stated above, there is an active payment schedule in place for that amount, from her conversation with our representative on December 18, 2016. 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
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 am closing this on the promise that the September bill will not have the recurring issues.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION August 5, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. 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 her WebBank/Fingerhut Advantage Credit Account payment history. Ms. [redacted] disputes that her account had been 33 days delinquent—as was reported by us to the credit bureaus—because she states her “payments were consistently made,” Ms. [redacted]’s proposed satisfactory resolution would be to refunded her part of the payment for her car seat in consideration of this error. Our records confirm that Ms. [redacted]’s balance was paid in full with her $212.38 payment received on July 16, 2016. That balance was entirely related to her March 6, 2016 order of a Graco Nautilus 3-in-1 Car Seat. Records show we received on-time payments from Ms. [redacted] until her June 9, 2016 due date when no payment was received. Ms. [redacted]’s monthly statement for her billing cycle ending June 13, 2016 was sent on the same date to the email on file of [redacted]@gmail. It reflected a minimum payment due of $32.98 by July 9, 2016 as it included the $14.99 still owing from June plus July’s new amount due of $17.99. Records show we received Ms. [redacted]’s $32.98 payment on June 13, 2016, however as stated above, the 13th is the billing cycle close date. Please be advised that the closing date is the final day within the billing cycle, and payments received on that date are applied to the payment due that month—not the following month. As a result, Ms. [redacted]’s $32.98 payment did not satisfy July’s payment as it had been made while still within June’s billing cycle. When no payment was received by the July 9, 2016 due date, a $32.98 late fee was assessed. We have decided to make an one-time exception to our standard policy as a courtesy and have credited the late fee. A refund check for $32.98 has been sent to the address provided on the inquiry of [redacted] Anthony NM 88021, and Ms. [redacted] should allow up to 15 days from this response for it to arrive. In addition, an update request has been sent to the credit bureaus to remove the 30-day late payment. Please allow up to 60 days from this response for the update to process and reflect on Ms. [redacted]’s credit files. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/ah
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.
Upon receipt of the complaint, I spoke with the customer on October ** who advised of the intermittent issues she is experiencing with the High Speed Internet service and what has been done in efforts to resolve the issue. The issue was referred to the appropriate department to review and investigate. Messages were left on the customer's answering machine to assist and address their concerns. The customer stated at present the service is working however there is an issue every 5-6 days. Our records are showing the service has good rates, ping is passing with no packet loss. At the customer's request, one month credit was issued due to the intermittent issues which will appear on the next bill statement. Another message was left on the customer's answering machine and an email was sent on November * as a follow up with our contact information as we have been unsuccessful in our attempts to speak with the customer.
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
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
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 suggest that Verzion put FIOS into my neighborhood to provide competition for [redacted].
Sincerely,
[redacted]