all, thank you so much for looking into this situation. Much appreciated! I am rejecting their response for a couple of reasons. According to the company's reply, I will see these future credits on my next statement, "being printed on August 9th." However, I just received a monthly statement from them, still with the total being owed of $152.15, with the due date of July 29th. But yet, on their reply, it states that I still will owe $32.17, with the due date of August 5th. Until I receive their next billing, after August 9th, I would not have any notice except for this current attached reply of having any credits or money currently owed.I would also like to know what this "new" amount of $32.17 if for, as I have completely paid for the Armitron Ladies Swarovski Crystal watch and bracelet? By the way, if you check with their online catalog, you will still see this item ([redacted]) is still available with no mention of Holsted or a continuing jewlery program/obligation.
Thank you so much again, and I will look forward to your response. Carmen A. Lee
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
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.
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.
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.
Our investigation found that the customer chose an offer that provided a lower monthly rate in place of the offer that included any gift card. The service order confirmation sent out did not inform of any eligibility for a gift card. We contacted the customer and offered to change the plan...
accepted to an offer that included a gift card or waive any early termination fees if customer chooses to terminate service. We are aware that the customer is not pleased with being informed of being ineligible for the gift card.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about his final Verizon bill. [redacted] states his final bill is incorrect and that he has satisfied the amount requested. Upon...
review, Verizon attempted to reach [redacted] but we were unsuccessful. The proper contact information was not provided to Verizon. Nonetheless, Verizon noted the billing cycle for the D.S.L. high speed internet differed from the voice billing cycle. The voice billing cycle stemmed from 08/**/17 – 09/**/17 and the D.S.L. billing cycle stemmed from 09/**/17 – 09/**/17. Our customer canceled services on 09/**/17. While billing was correct for the voice portion in the amount of $53.01, the adjusted D.S.L. bill charged from 09/**/17 – 09/**/17 in the amount of $7.01. Verizon has adjusted the $7.01 due to [redacted] being told to pay the final amount of $53.01. [redacted]’s account has been adjusted to a 0 balance and the account is completely satisfied. Furthermore, I have sent a call me letter and left my number with [redacted] should he have any additional questions or concerns.
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
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]
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
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] believes she is being billed for insurance that she did not sign up for, but we have listened to the recorded phone call where she is read the terms and conditions and agrees to it. It has been canceled but cannot be refunded since she...
agreed to it. Ms. [redacted] may call the company at the number we provide if she would like to discuss it with them further.
Upon receipt of this complaint we made attempts to reach [redacted]; leaving messages. After careful review we confirmed the bill is actually for wireless charges. [redacted] had one-bill. The process is we pay the wireless bill when we receive and then in turn bill the...
customer for the charges. So this was for his last bill that we paid Verizon Wireless, so then charges were due to Verizon Landline.
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]
Well its no use when Verizon doesn't even follow its own customer service rep. wordsAs I have said in my last message and also attached the pdf document the customer service rep. Michael in the forum message system stated that if the order was done on May [redacted] than Verizon will take exception and waive the PPV charge as courtesy for error. Verizon is stating in all the message the order was May [redacted] now!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 14, 2015
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.
Our records indicate Ms. [redacted] purchased a pair of Reebok Women's Princess Classic Athletic Shoes on September 11, 2015. We received the return of the shoes from Ms. [redacted] on October 7, 2015. A credit of $31.14 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 $14.99. Likewise, a return postage fee of $7.95 was deducted from the credit because it was sent back to us for a "non-qualifying" reason. Ms. [redacted] selected the return reason of 'too large/long' which is not a qualifying reason per our return policy.
At this time Ms. [redacted]'s account balance is $47.91. A minimum of $22.97 is due by January 2, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
Final Consumer Response /* (4200, 12, 2016/01/27) */
[redacted]Document Attached[redacted]
When I Spoke with the agent he said I was being charged for shipping. I went on Fingerhut website to read their policy on returns. The only info on returns was if you use a promo code you would not receive the discount amount credit for your return.That is the only thing posted about return & credit. I went on Fingerhut site to print out a copy, Fingerhut have added on more information on returns. Shipping and handling info and more has been added, even a click on this for website problems. I am attaching a copy of the bill. The only fees charged are for late fee and minimun interest fee a total of 8.99. No other fees are billed to me. And I shouldn't have a late payment fee because this is the first bill after the return.
Final Business Response /* (4000, 14, 2016/02/03) */
CONFIDENTIAL COMMUNICATION
February 3, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, the full merchandise price of $31.41 was issued as a credit to Ms. [redacted]'s account on October 7, 2015. The original shipping and handling of $14.99 and a return postage fee of $7.95 were deducted from the credit as the item was sent back to Fingerhut for a "non-qualifying" reason, meaning the shipping and handling were not eligible for credit.
If Ms. [redacted] would like additional information on our return policy, she can find it in full on www.Fingerhut.com or on the back of her billing statement.
Please note, when Ms. [redacted] opened her Fingerhut Account she agreed to the account terms and conditions. Within these terms and conditions it states, "Late fees will be equal to your minimum payment due with a maximum amount of $26.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles." We did not receive a payment from Ms. [redacted] in either November 2015, December 2015, or January 2016 and as such, late fees accrued.
As a one time courtesy to Ms. [redacted], we have agreed to waive the late fee that was assessed on December 2, 2015 in the amount of $14.98.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 8, 2015/08/27) */
CONFIDENTIAL COMMUNICATION
August 27, 2015
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
I am writing in response to the...
inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our records indicate an account balance of $208.53 reflected on Ms. [redacted]'s February 7, 2015 statement, with a minimum payment of $87.16 due by March 3, 2015. On February 21, 2015 an order was placed for a Serta Executive Chair with Massage in the amount of $139.95. On March 7, 2015 a new monthly statement was sent, which reflected a late fee of $35.00 incurred due to no payment being received by the March 3, 2015 due date. This late fee was assessed per the terms and conditions Ms. [redacted] agreed to at the time the account was opened. The new minimum payment due reflected on this statement was $165.02 ($87.16 for March and $77.86 for April) due by April 3, 2015 and a full balance of $387.67.
On March 9, 2015, Ms. [redacted] set up a scheduled payment on our website for $100.00. She scheduled the payment to be processed on March 13, 2015. A confirmation email was sent to Ms. [redacted] confirming the scheduled payment. On March 13, 2015 when the scheduled payment was processed, the payment was declined by Ms. [redacted]'s financial institution. We suggest Ms. [redacted] contact her bank for further assistance regarding the declined payment.
We received successful payments from Ms. [redacted] on March 31, 2015 for $50.00, April 2, 2015 for $50.00, April 3, 2015 for $50.85 and April 3, 2015 for $15.00. On April 7, 2015 her monthly statement reflected a balance of $227.23 with a minimum payment due by May 3, 2015 of $33.55.
We did not receive the minimum payment due May 3, 2015 and as such, a late fee of $33.55 was assessed to Ms. [redacted]'s account and was reflected on her next statement, which printed. May 7, 2015. The minimum payment due by June 3, 2015 was $55.71 ($33.55 for May and $22.16 for June). The overall balance was $264.58.
On May 10, 2015 we received a payment of $227.00. On July 4, 2015 two additional payments were attempted, each in amount of $20.01. Both payments were declined by Ms. [redacted]'s financial institution.
As a courtesy, we have removed two late fees for a total of $70.00. The credit will be reflected on a future statement. Ms. [redacted]'s account has been closed as of the date of this letter. Please understand, by closing the account, no new purchases may be made on the account however late fees and interest charges may still be assessed per the terms and conditions she agreed to at the time the account was opened.
As Ms. [redacted] remained obligated to make at least the minimum amount due, and because some payments (outlined above) were received after the due date specified, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies.
The remaining balance on Ms. [redacted]'s account is $25.21. due by September 3, 2015. Ms. [redacted] is responsible for the remaining charges and no further credits will be issued.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 10, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CONFIDENTIAL COMMUNICATION June 30, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
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 business has not addressed the issue of billing both myself, and my landlord for the same service. Service is also NO LONGER FUNCTIONING. I have new evidence that Verizon has been intentionally throttling my speeds as well. I have been paying for non-functional service for a year with the promise of a refund when a problem could be identified. Now that Verizon has "identified" the problem, they are denying a refund and instead, issuing a 20% credit. This is unacceptable. A formal notice of dispute has been submitted with the company in order to proceed to arbitration.
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 find that this resolution is satisfactory to me and the matter has been resolved. Credits should be applied to next bill. I will continue to monitor my statement for the next few weeks to ensure credits have been applied.
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.
I am rejecting this response because: First of...
all, thank you so much for looking into this situation. Much appreciated! I am rejecting their response for a couple of reasons. According to the company's reply, I will see these future credits on my next statement, "being printed on August 9th." However, I just received a monthly statement from them, still with the total being owed of $152.15, with the due date of July 29th. But yet, on their reply, it states that I still will owe $32.17, with the due date of August 5th. Until I receive their next billing, after August 9th, I would not have any notice except for this current attached reply of having any credits or money currently owed.I would also like to know what this "new" amount of $32.17 if for, as I have completely paid for the Armitron Ladies Swarovski Crystal watch and bracelet? By the way, if you check with their online catalog, you will still see this item ([redacted]) is still available with no mention of Holsted or a continuing jewlery program/obligation.
Thank you so much again, and I will look forward to your response. Carmen A. Lee
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
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.
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.
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.
Our investigation found that the customer chose an offer that provided a lower monthly rate in place of the offer that included any gift card. The service order confirmation sent out did not inform of any eligibility for a gift card. We contacted the customer and offered to change the plan...
accepted to an offer that included a gift card or waive any early termination fees if customer chooses to terminate service. We are aware that the customer is not pleased with being informed of being ineligible for the gift card.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about his final Verizon bill. [redacted] states his final bill is incorrect and that he has satisfied the amount requested. Upon...
review, Verizon attempted to reach [redacted] but we were unsuccessful. The proper contact information was not provided to Verizon. Nonetheless, Verizon noted the billing cycle for the D.S.L. high speed internet differed from the voice billing cycle. The voice billing cycle stemmed from 08/**/17 – 09/**/17 and the D.S.L. billing cycle stemmed from 09/**/17 – 09/**/17. Our customer canceled services on 09/**/17. While billing was correct for the voice portion in the amount of $53.01, the adjusted D.S.L. bill charged from 09/**/17 – 09/**/17 in the amount of $7.01. Verizon has adjusted the $7.01 due to [redacted] being told to pay the final amount of $53.01. [redacted]’s account has been adjusted to a 0 balance and the account is completely satisfied. Furthermore, I have sent a call me letter and left my number with [redacted] should he have any additional questions or concerns.
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
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]
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
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] believes she is being billed for insurance that she did not sign up for, but we have listened to the recorded phone call where she is read the terms and conditions and agrees to it. It has been canceled but cannot be refunded since she...
agreed to it. Ms. [redacted] may call the company at the number we provide if she would like to discuss it with them further.
Upon receipt of this complaint we made attempts to reach [redacted]; leaving messages. After careful review we confirmed the bill is actually for wireless charges. [redacted] had one-bill. The process is we pay the wireless bill when we receive and then in turn bill the...
customer for the charges. So this was for his last bill that we paid Verizon Wireless, so then charges were due to Verizon Landline.
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]
Well its no use when Verizon doesn't even follow its own customer service rep. wordsAs I have said in my last message and also attached the pdf document the customer service rep. Michael in the forum message system stated that if the order was done on May [redacted] than Verizon will take exception and waive the PPV charge as courtesy for error. Verizon is stating in all the message the order was May [redacted] now!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 14, 2015
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.
Our records indicate Ms. [redacted] purchased a pair of Reebok Women's Princess Classic Athletic Shoes on September 11, 2015. We received the return of the shoes from Ms. [redacted] on October 7, 2015. A credit of $31.14 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 $14.99. Likewise, a return postage fee of $7.95 was deducted from the credit because it was sent back to us for a "non-qualifying" reason. Ms. [redacted] selected the return reason of 'too large/long' which is not a qualifying reason per our return policy.
At this time Ms. [redacted]'s account balance is $47.91. A minimum of $22.97 is due by January 2, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
Final Consumer Response /* (4200, 12, 2016/01/27) */
[redacted]Document Attached[redacted]
When I Spoke with the agent he said I was being charged for shipping. I went on Fingerhut website to read their policy on returns. The only info on returns was if you use a promo code you would not receive the discount amount credit for your return.That is the only thing posted about return & credit. I went on Fingerhut site to print out a copy, Fingerhut have added on more information on returns. Shipping and handling info and more has been added, even a click on this for website problems. I am attaching a copy of the bill. The only fees charged are for late fee and minimun interest fee a total of 8.99. No other fees are billed to me. And I shouldn't have a late payment fee because this is the first bill after the return.
Final Business Response /* (4000, 14, 2016/02/03) */
CONFIDENTIAL COMMUNICATION
February 3, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, the full merchandise price of $31.41 was issued as a credit to Ms. [redacted]'s account on October 7, 2015. The original shipping and handling of $14.99 and a return postage fee of $7.95 were deducted from the credit as the item was sent back to Fingerhut for a "non-qualifying" reason, meaning the shipping and handling were not eligible for credit.
If Ms. [redacted] would like additional information on our return policy, she can find it in full on www.Fingerhut.com or on the back of her billing statement.
Please note, when Ms. [redacted] opened her Fingerhut Account she agreed to the account terms and conditions. Within these terms and conditions it states, "Late fees will be equal to your minimum payment due with a maximum amount of $26.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles." We did not receive a payment from Ms. [redacted] in either November 2015, December 2015, or January 2016 and as such, late fees accrued.
As a one time courtesy to Ms. [redacted], we have agreed to waive the late fee that was assessed on December 2, 2015 in the amount of $14.98.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 8, 2015/08/27) */
CONFIDENTIAL COMMUNICATION
August 27, 2015
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
I am writing in response to the...
inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our records indicate an account balance of $208.53 reflected on Ms. [redacted]'s February 7, 2015 statement, with a minimum payment of $87.16 due by March 3, 2015. On February 21, 2015 an order was placed for a Serta Executive Chair with Massage in the amount of $139.95. On March 7, 2015 a new monthly statement was sent, which reflected a late fee of $35.00 incurred due to no payment being received by the March 3, 2015 due date. This late fee was assessed per the terms and conditions Ms. [redacted] agreed to at the time the account was opened. The new minimum payment due reflected on this statement was $165.02 ($87.16 for March and $77.86 for April) due by April 3, 2015 and a full balance of $387.67.
On March 9, 2015, Ms. [redacted] set up a scheduled payment on our website for $100.00. She scheduled the payment to be processed on March 13, 2015. A confirmation email was sent to Ms. [redacted] confirming the scheduled payment. On March 13, 2015 when the scheduled payment was processed, the payment was declined by Ms. [redacted]'s financial institution. We suggest Ms. [redacted] contact her bank for further assistance regarding the declined payment.
We received successful payments from Ms. [redacted] on March 31, 2015 for $50.00, April 2, 2015 for $50.00, April 3, 2015 for $50.85 and April 3, 2015 for $15.00. On April 7, 2015 her monthly statement reflected a balance of $227.23 with a minimum payment due by May 3, 2015 of $33.55.
We did not receive the minimum payment due May 3, 2015 and as such, a late fee of $33.55 was assessed to Ms. [redacted]'s account and was reflected on her next statement, which printed. May 7, 2015. The minimum payment due by June 3, 2015 was $55.71 ($33.55 for May and $22.16 for June). The overall balance was $264.58.
On May 10, 2015 we received a payment of $227.00. On July 4, 2015 two additional payments were attempted, each in amount of $20.01. Both payments were declined by Ms. [redacted]'s financial institution.
As a courtesy, we have removed two late fees for a total of $70.00. The credit will be reflected on a future statement. Ms. [redacted]'s account has been closed as of the date of this letter. Please understand, by closing the account, no new purchases may be made on the account however late fees and interest charges may still be assessed per the terms and conditions she agreed to at the time the account was opened.
As Ms. [redacted] remained obligated to make at least the minimum amount due, and because some payments (outlined above) were received after the due date specified, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies.
The remaining balance on Ms. [redacted]'s account is $25.21. due by September 3, 2015. Ms. [redacted] is responsible for the remaining charges and no further credits will be issued.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 10, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CONFIDENTIAL COMMUNICATION June 30, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
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 business has not addressed the issue of billing both myself, and my landlord for the same service. Service is also NO LONGER FUNCTIONING. I have new evidence that Verizon has been intentionally throttling my speeds as well. I have been paying for non-functional service for a year with the promise of a refund when a problem could be identified. Now that Verizon has "identified" the problem, they are denying a refund and instead, issuing a 20% credit. This is unacceptable. A formal notice of dispute has been submitted with the company in order to proceed to arbitration.
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 find that this resolution is satisfactory to me and the matter has been resolved. Credits should be applied to next bill. I will continue to monitor my statement for the next few weeks to ensure credits have been applied.
Sincerely,
[redacted]