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]
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.
[redacted] spoke with a representative and decided to take the 2 year agreement offered to him previously. An order was submitted for the Triple Play including Extreme TV, 50/50, and Fios Digital Voice with a $60.00 bundle credit through March 2019 and a bundle rate of $79.99. [redacted] has an...
additional $25.00 credit through July *, 2018, with 2 High Definition Set Top Boxes and taxes/fees/surcharges. The monthly total bill is estimated to be approximately $102.95. [redacted] is aware that the bill will be increasing by $25.00 plus tax when his additional discount expires in July of 2018. The representative issued credit for charges on the 03/**/17 bill to honor the rate of the new 2 year agreement. The total credit was in the amount of $45.05.
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]
According to our records, [redacted] completed the sprinkler repairs. In addition, on May **, 2015 our technician replaced the terminal box. On May **, 2015 I spoke with [redacted] and she confirmed the issue was resolved. During this contact, [redacted] expressed concern about her experience when...
attempting to resolve this issue prior to filing her complaint. I apologized to [redacted] and advised that this matter would be addressed internally. We trust that this information will assist you in closing this complaint. We apologize for any unprofessional treatment and any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT [redacted]. Sincerely, [redacted]Executive Customer Relations
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
The disputed equipment and fees will be removed from the customer’s account. On 7/**/15 the customer was emailed confirmation that credit would be issued. On 7/**/15, Verizon sent a request to have the item removed from the customer’s credit report and mailed a letter confirming deletion. Please...
allow up to 30 days for the credit report to be updated.
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]
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.
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.
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
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
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:
1. The business response does not represent any new developments. To this day, Verizon assured me that the account will be closed at least 5 times. Every time, it failed to close it. I keep getting billed for services. I asked Verizon representative to make sure that I am not billed for the services that I don't receive. Verizon representative did not reply to this request. According to them, I will be billed for up to 100 days since my initial request to cancel service, and then they promise to refund some of my money. This is not acceptable, because I don't use the service anymore, and I don't want to pay $400 and beg them to refund money for the service that I don't receive. Verizon did not respond to my request to stop billing me. My suggestion is to have 0 balance on my account until they close it.2. The equipment return order contained "unknown" device. I was informed that I will be charged $100 for not returning their equipment. When I asked them what that "unknown" device was, and how is it possible for me to return something that they don't know what it is, I did not receive any responses. As of now, I returned all the equipment I had in my possession to Verizon, but I don't know what this "unknown" device is. I look forward to stopping this service and resolving this situation, however, from my point of view, this will be resolved only when:1. The billing stops.2.I receive the final bill from Verizon indicating the services were stopped, all the equipment was returned to them, and the bill does not have any charges/fees added after May 2015.It is a very simple transaction, and I hope we will finalize everything promptly, without waiting for months for this to get resolved.Thank you![redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On 8/*/17, a Verizon representative spoke to the customer. The early termination fee of $1308.06 billed has been credited on the closed account #[redacted]. A review of the current active account, acct# [redacted] has determined that the promotional discounts offered are not being applied. Adjustments were made on the account for the April bill in the amount of $81.07; the May bill in the amount of $115.45; the June bill in the amount of $155.00; and the July bill in the amount of $172.51. The monthly promotional credit of $115.00 has been added to the account and future billing should bill correctly.
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]
2016 ...⇄ Revdex.com of Minnesota �...⇄ # 3[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. In Mr. [redacted]’s inquiry, he states an order was placed needing a down payment of $30.00. Mr. [redacted], cancelled the order, and requested the $30.00 not be taken out of his account. A representative stated the order was cancelled and he would not be charged. The $30.00 was still taken, causing overdraft fees onto Mr. [redacted]’s personal account. Mr. [redacted] is requesting the $30.00 back and that he be compensated for the late fees charged. After reviewing Mr. [redacted]’s account, we show that while the order was canceled, the scheduled down payment was not, and the $30.00 down payment was still taken. We have refunded this to Mr. [redacted] on December 15, 2016. The down payment was still taken, because future scheduled down payments are not cancelled when the order is cancelled within our system. These need to be requested for cancelation separately, by our representatives. We apologize that did not happen in this instance. We are willing to reimburse late fee charges Mr. [redacted] received due to the down payment being taken from the account, as the correct procedure was not followed, when cancelling the order. We are requesting Mr. [redacted] fax us a copy of the bank statement that reflects the debit of the $30.00 down-payment and the corresponding overdraft fee to ###-###-#### ATTN: Executive Care Team – Becky. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may need further assistance, we recommend he contact our Customer Service office at ###-###-#### between the hours of 8:00 a.m. and 8:00 p.m., Monday – Friday, Central Time. 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 not exactly what I wanted. Although I appreciate their consideration in giving me the half a month off, it still wasn’t how I wanted this to be handled. The complaint is done and over with, but I am still very unpleased with how it was handled. I will not go back to Verizon’s service ever again.
Sincerely,
[redacted]
Prior to receipt of the complaint an order was placed with an online representative to correct the billing. We spoke with [redacted] November **, 2017 and today. He confirmed the matter is resolved and is very happy with the service he received in resolving his billing issue by online....
We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
Initial Business Response /* (1000, 7, 2015/08/17) */
CONFIDENTIAL COMMUNICATION
August 11, 2015
Revdex.com of Minnesota # XXXXXXXXXX
Attn: [redacted]
[redacted] S [redacted]
[redacted] XXXXX
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 that on November 26, 2014 Ms. [redacted] ordered a NCAA Fairway Stand Golf Bag. This item was then returned on December 22, 2014. We received the return, however there was a delay in credit being applied to Ms. [redacted]'s account. Ms. [redacted] was issued full credit for the item on July 31, 2014. In addition to the credit, we also credited finance charges that were accrued by this item.
We sincerely apologize for the delay in issuing a credit to Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account. However, Ms. [redacted] made an additional purchase on November 29, 2014, for which we did not receive payments beyond January 9, 2015.
When a payment is not received on our customer's WebBank/Fingerhut Credit Account, our Payment Department will phone with payment reminders and if our Payment Department does not speak directly with our customer, they will continue to call until they are able to reach them and discuss the payment that is owed on the account.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on August 7, 2015. As of the date on this letter the minimum due is $362.24.
We have updated the information on Ms. [redacted]'s credit reporting to reflect the change in balance due to the delayed return of the item outlined above. We advise to allow up to 60 days for the update to process.
Thank you for allowing us to explain.
Sincerely,
[redacted]
[redacted]
VF/KS
Initial Consumer Rebuttal /* (3000, 9, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made numerous attempts to resolve this matter with fingerhut. All of which went unanswered. I had been hung up on several times by their customer service department and I informed them that I will not be making a payment until this matter was cleared. I do not understand why it took 8 months for this matter to be resolved. Why is it okay for the company to take their time to repay the customer, but not okay for the customer to get angry with the business for the same problem. My husband and I made several attempts to contact fingerhut, when calling from my phone the number would say the department was closed and to try back another time. My husband was able to get to customer service by using another number, to which we can only assume my number was blocked. Making it impossible for this issue to be resolved. I do not appreciate the negative credit reporting on my account nor do you think this account should have been sent to collections. I do not understand how this is not a criminal act against the consumer. This account balance needs to be cleared I have more then paid my debt to this company with the time and energy spent trying to make this right. They should be ashamed of their actions.
Final Business Response /* (4000, 11, 2015/08/25) */
CONFIDENTIAL COMMUNICATION
August 20, 2015
Revdex.com of Minnesota # XXXXXXXXXX
Attn: [redacted]
[redacted] S [redacted]
[redacted] XXXXX
Re: Case # [redacted] - [redacted], Gina
Dear Ms. [redacted]
I am writing in response to the further inquiry we received from your office on behalf of Ms. Gina [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we stated in our last letter, our records indicate that on November 26, 2014 Ms. [redacted] ordered a NCAA Fairway Stand Golf Bag. This item was then returned on December 22, 2014. We received the return, however there was a delay in credit being applied to Ms. [redacted]'s account. Ms. [redacted] was issued full credit for the item on July 31, 2014. In addition to the credit, we also credited finance charges that were accrued by this item.
We would like to sincerely apologize again for the delay in issuing the credit her Ms. [redacted]'s account.
As we have previously stated, Ms. [redacted] made an additional purchase on November 29, 2014, for which we did not receive payments beyond January 9, 2015. Ms. [redacted] is responsible for payments on this item.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on August 7, 2015. As of the date on this letter the minimum due is $362.24.
Additionally, as Ms. [redacted] is aware we have updated her credit report reflecting the change in balance. As previously stated Ms. [redacted] should allow up to 60 days for the update to process.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Please be advised manual Check Request has been submitted for customer's refund of 205.12 be processed, along with request to expedite check to ** [redacted] account number [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
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.
[redacted] spoke with a representative and decided to take the 2 year agreement offered to him previously. An order was submitted for the Triple Play including Extreme TV, 50/50, and Fios Digital Voice with a $60.00 bundle credit through March 2019 and a bundle rate of $79.99. [redacted] has an...
additional $25.00 credit through July *, 2018, with 2 High Definition Set Top Boxes and taxes/fees/surcharges. The monthly total bill is estimated to be approximately $102.95. [redacted] is aware that the bill will be increasing by $25.00 plus tax when his additional discount expires in July of 2018. The representative issued credit for charges on the 03/**/17 bill to honor the rate of the new 2 year agreement. The total credit was in the amount of $45.05.
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]
According to our records, [redacted] completed the sprinkler repairs. In addition, on May **, 2015 our technician replaced the terminal box. On May **, 2015 I spoke with [redacted] and she confirmed the issue was resolved. During this contact, [redacted] expressed concern about her experience when...
attempting to resolve this issue prior to filing her complaint. I apologized to [redacted] and advised that this matter would be addressed internally. We trust that this information will assist you in closing this complaint. We apologize for any unprofessional treatment and any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT [redacted]. Sincerely, [redacted]Executive Customer Relations
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
The disputed equipment and fees will be removed from the customer’s account. On 7/**/15 the customer was emailed confirmation that credit would be issued. On 7/**/15, Verizon sent a request to have the item removed from the customer’s credit report and mailed a letter confirming deletion. Please...
allow up to 30 days for the credit report to be updated.
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]
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.
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.
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
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
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:
1. The business response does not represent any new developments. To this day, Verizon assured me that the account will be closed at least 5 times. Every time, it failed to close it. I keep getting billed for services. I asked Verizon representative to make sure that I am not billed for the services that I don't receive. Verizon representative did not reply to this request. According to them, I will be billed for up to 100 days since my initial request to cancel service, and then they promise to refund some of my money. This is not acceptable, because I don't use the service anymore, and I don't want to pay $400 and beg them to refund money for the service that I don't receive. Verizon did not respond to my request to stop billing me. My suggestion is to have 0 balance on my account until they close it.2. The equipment return order contained "unknown" device. I was informed that I will be charged $100 for not returning their equipment. When I asked them what that "unknown" device was, and how is it possible for me to return something that they don't know what it is, I did not receive any responses. As of now, I returned all the equipment I had in my possession to Verizon, but I don't know what this "unknown" device is. I look forward to stopping this service and resolving this situation, however, from my point of view, this will be resolved only when:1. The billing stops.2.I receive the final bill from Verizon indicating the services were stopped, all the equipment was returned to them, and the bill does not have any charges/fees added after May 2015.It is a very simple transaction, and I hope we will finalize everything promptly, without waiting for months for this to get resolved.Thank you![redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On 8/*/17, a Verizon representative spoke to the customer. The early termination fee of $1308.06 billed has been credited on the closed account #[redacted]. A review of the current active account, acct# [redacted] has determined that the promotional discounts offered are not being applied. Adjustments were made on the account for the April bill in the amount of $81.07; the May bill in the amount of $115.45; the June bill in the amount of $155.00; and the July bill in the amount of $172.51. The monthly promotional credit of $115.00 has been added to the account and future billing should bill correctly.
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]
CONFIDENTIAL COMMUNICATION December 29,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # 3[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. In Mr. [redacted]’s inquiry, he states an order was placed needing a down payment of $30.00. Mr. [redacted], cancelled the order, and requested the $30.00 not be taken out of his account. A representative stated the order was cancelled and he would not be charged. The $30.00 was still taken, causing overdraft fees onto Mr. [redacted]’s personal account. Mr. [redacted] is requesting the $30.00 back and that he be compensated for the late fees charged. After reviewing Mr. [redacted]’s account, we show that while the order was canceled, the scheduled down payment was not, and the $30.00 down payment was still taken. We have refunded this to Mr. [redacted] on December 15, 2016. The down payment was still taken, because future scheduled down payments are not cancelled when the order is cancelled within our system. These need to be requested for cancelation separately, by our representatives. We apologize that did not happen in this instance. We are willing to reimburse late fee charges Mr. [redacted] received due to the down payment being taken from the account, as the correct procedure was not followed, when cancelling the order. We are requesting Mr. [redacted] fax us a copy of the bank statement that reflects the debit of the $30.00 down-payment and the corresponding overdraft fee to ###-###-#### ATTN: Executive Care Team – Becky. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may need further assistance, we recommend he contact our Customer Service office at ###-###-#### between the hours of 8:00 a.m. and 8:00 p.m., Monday – Friday, Central Time. 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 not exactly what I wanted. Although I appreciate their consideration in giving me the half a month off, it still wasn’t how I wanted this to be handled. The complaint is done and over with, but I am still very unpleased with how it was handled. I will not go back to Verizon’s service ever again.
Sincerely,
[redacted]
Prior to receipt of the complaint an order was placed with an online representative to correct the billing. We spoke with [redacted] November **, 2017 and today. He confirmed the matter is resolved and is very happy with the service he received in resolving his billing issue by online....
We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
Initial Business Response /* (1000, 7, 2015/08/17) */
CONFIDENTIAL COMMUNICATION
August 11, 2015
Revdex.com of Minnesota # XXXXXXXXXX
Attn: [redacted]
[redacted] S [redacted]
[redacted] XXXXX
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 that on November 26, 2014 Ms. [redacted] ordered a NCAA Fairway Stand Golf Bag. This item was then returned on December 22, 2014. We received the return, however there was a delay in credit being applied to Ms. [redacted]'s account. Ms. [redacted] was issued full credit for the item on July 31, 2014. In addition to the credit, we also credited finance charges that were accrued by this item.
We sincerely apologize for the delay in issuing a credit to Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account. However, Ms. [redacted] made an additional purchase on November 29, 2014, for which we did not receive payments beyond January 9, 2015.
When a payment is not received on our customer's WebBank/Fingerhut Credit Account, our Payment Department will phone with payment reminders and if our Payment Department does not speak directly with our customer, they will continue to call until they are able to reach them and discuss the payment that is owed on the account.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on August 7, 2015. As of the date on this letter the minimum due is $362.24.
We have updated the information on Ms. [redacted]'s credit reporting to reflect the change in balance due to the delayed return of the item outlined above. We advise to allow up to 60 days for the update to process.
Thank you for allowing us to explain.
Sincerely,
[redacted]
[redacted]
VF/KS
Initial Consumer Rebuttal /* (3000, 9, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made numerous attempts to resolve this matter with fingerhut. All of which went unanswered. I had been hung up on several times by their customer service department and I informed them that I will not be making a payment until this matter was cleared. I do not understand why it took 8 months for this matter to be resolved. Why is it okay for the company to take their time to repay the customer, but not okay for the customer to get angry with the business for the same problem. My husband and I made several attempts to contact fingerhut, when calling from my phone the number would say the department was closed and to try back another time. My husband was able to get to customer service by using another number, to which we can only assume my number was blocked. Making it impossible for this issue to be resolved. I do not appreciate the negative credit reporting on my account nor do you think this account should have been sent to collections. I do not understand how this is not a criminal act against the consumer. This account balance needs to be cleared I have more then paid my debt to this company with the time and energy spent trying to make this right. They should be ashamed of their actions.
Final Business Response /* (4000, 11, 2015/08/25) */
CONFIDENTIAL COMMUNICATION
August 20, 2015
Revdex.com of Minnesota # XXXXXXXXXX
Attn: [redacted]
[redacted] S [redacted]
[redacted] XXXXX
Re: Case # [redacted] - [redacted], Gina
Dear Ms. [redacted]
I am writing in response to the further inquiry we received from your office on behalf of Ms. Gina [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we stated in our last letter, our records indicate that on November 26, 2014 Ms. [redacted] ordered a NCAA Fairway Stand Golf Bag. This item was then returned on December 22, 2014. We received the return, however there was a delay in credit being applied to Ms. [redacted]'s account. Ms. [redacted] was issued full credit for the item on July 31, 2014. In addition to the credit, we also credited finance charges that were accrued by this item.
We would like to sincerely apologize again for the delay in issuing the credit her Ms. [redacted]'s account.
As we have previously stated, Ms. [redacted] made an additional purchase on November 29, 2014, for which we did not receive payments beyond January 9, 2015. Ms. [redacted] is responsible for payments on this item.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on August 7, 2015. As of the date on this letter the minimum due is $362.24.
Additionally, as Ms. [redacted] is aware we have updated her credit report reflecting the change in balance. As previously stated Ms. [redacted] should allow up to 60 days for the update to process.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Please be advised manual Check Request has been submitted for customer's refund of 205.12 be processed, along with request to expedite check to ** [redacted] account number [redacted]