Initial Business Response /* (1000, 5, 2015/08/14) */
CONFIDENTIAL COMMUNICATION
August 12, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] claims that he used a promotion code to take advantage of a discount offering no payments until November. Our records do not show that this promotion code was utilized when the NuWave Pro Infrared Oven with Digital Controls order was placed online on July 18th, 2015.
Records indicate the account was delinquent before this order was placed, meaning the customer had a previous balance he was responsible for as well as the amount for the new purchase. The delinquency caused late fees and an increased minimum due on the account. The available credit has also decreased, as a result.
The minimum amount due on the account is now $81.98, due by August 20th. Once this amount is paid, the account will be current and up to date.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did in fact use the promo code at checkout and it said "accepted". I would not have ordered otherwise moreover, the nuwave doesn't even work I put a tv dinner in there at full power HI setting for 8 minutes and it was still frozen, we ended up cooking it for 10 additional minutes in the stove. They are more than welcome to take there crappy newwave back and reimburse me the money for the warranty then. They are liars and it's not the first time we got something broke from them the tablet dell venue they gave my wife was broke it glitched on severall websites with black squares showing up blocking screen parts and the tablet would reset itself every 10 to 20 minutes or so so my wife got pissed when she was playing a game and it would reset. So we sent the tablet dell venue 8 to assurion and they fixed it and sent it back to us they said they had to replace the D.I. G. or something like that for the display in it. You can check into this too and see for yourself. They seem to sell defective or broken st and we are quite frankly tired of it and will not be shopping at fingerhut nomore. Order#:
[redacted]
Order date:
11/28/2014
SR Number: [redacted]
"Product Protection Team"
Thursday, January 29, 2015 12:39 PM
Your repair has been completed and we are shipping your tablet pc to the address below:
[redacted]
600 BLEVINS AVE
ELIZABETHTON, TN 37643
To keep track of your shipment, please wait 24 hours, then visit www.ups.com and enter your tracking number:
[redacted]
Remember, we're here to help.
If you have any questions or concerns about your claim, give us a call at [redacted].
Regards,
The Fingerhut Service Plan Team
Service by Asurion
I am rejecting this response because: Nowhere on the website states refunds will be processed in the form of a check. Why did it take until I filed a complaint with Revdex.com for my refund to be processed? I do not think this late resolution will solve this concern.
CONFIDENTIAL COMMUNICATION March 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].Ms. [redacted]’s report of receiving unsatisfactory service is regrettable, as all agents are accountable to our quality and servicing standards. Within these standards we make every effort to connect customers with a supervisor upon request (or referring a callback request if none are available, so that a supervisor will contact the customer within 24 hours) and properly notating the account to maintain accurate records of the contact history. However, this is not sufficient grounds to change our position, and we cannot change/delete the account’s reporting history for the reasons in our previous response (return postage was sent to Ms. [redacted] shortly after purchase but it was never returned, and she remained responsible for payment). Now that the account has been closed, we confirmed this status change has updated with the bureaus and now reports as “closed at the consumer’s request.” Having provided Ms. [redacted] with all information available to us, we consider this matter closed.Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
...⇄ # [redacted] Revdex.com of Minnesota 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he enrolled in SafeLine Plus when he opened his account. Mr. [redacted] states he lost his job in April 2016 and since that time he has been trying to work with SafeLine and Fingerhut to find a resolution. He states he returned all the necessary paperwork via fax or mail and that he requested to suspend SafeLine Plus coverage but to date SafeLine Plus has not been suspended and due to this his account has fallen behind. Mr. [redacted] also states he has tried making the monthly payments that were originally stated but Fingerhut is insisting on a higher minimum payment due. Mr. [redacted] is requesting that since his claim was denied to have all SafeLine Plus fees that have been charged since the opening of the account refunded along with all late fees. Our records indicate Mr. [redacted] contacted SafeLine Services on April 11, 2016 and requested an Unemployment benefit. On April 12, 2016 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services received the documentation back from Mr. [redacted] on April 22, 2016. Upon review of the benefit form it was determined that Mr. [redacted] did not include proof of state unemployment. A letter was sent to Mr. [redacted] on May 3, 2016 advising him we did not receive all the required documentation needed to process his claim. Additionally, Mr. [redacted] contacted SafeLine Services on May 2, 2016 and requested another benefit form to be mailed which was sent on May 3, 2016. On June 1, 2016 we sent an additional Unemployment benefit form since we had not received the required information. On September 1, 2016, SafeLine Services closed the Unemployment benefit since the proof of state unemployment was never received from Mr. [redacted]. On April 4, 2017 Mr. [redacted] contacted SafeLine Services again and requested the Unemployment benefit to be reopened. On April 6, 2017 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services has not yet received the completed Unemployment benefits form from Mr. [redacted]. We have no record of Mr. [redacted] requesting to cancel SafeLine Plus. Since the last contact we received from Mr. [redacted] was asking for the benefit to be reopened he simply needs to complete the Unemployment benefit form and mail it to Fingerhut [redacted] Atlanta, GA.30374-0237. If he would like to cancel SafeLine Plus he may contact SafeLine Services by calling ###-###-####, Monday – Friday, 7:00 AM – 7 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about his call to address his voicemail and cancel service. Please be advised that our Billing Investigation Team was able...
to speak with [redacted] on April ** 2017 to discuss his concerns. During this call there was an order placed to reactivate ###-###-####. This order will completed on April **, 2017. We will contact him after the order completes so that his new provider can begin the porting process. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted],...
and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I agree that the line is now working but I do not agree that the line "cleared itself". The tech told us that he had to run a new line to our home to get it to work. So either the tech lied to us or he lied to corp. If as they say the line "cleared itself" I can only expect that it will go our again the next time we have a severe storm.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Tech support ran speed test from the BHR4 router and verified Speed Test Download / Upload Bandwidth 100.91 / 111.15 Mbps.We need to have the customer hard wire and run speed test so we can then go over channels. Tech support made multiple attempts to reach the customer leaving messages for the...
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.we were given a box called voice link which I did not order but verizon stated its because our wires are old and this will make it better. I asked if this will increase my bill because we would not be able to afford it, and I was told it will not increase by the representative. hopefully this will be the case and my service will work better.
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:
As I stated before if you speak to the tech who originally came to my residences they will tell you as they told me since I started this service for "Enhanced speed" I was not getting that for 2 years I am requesting one year reimbursement or deduction of my bill. What about the whole time, I was paying for something I was not getting?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised Verizon stands by the previous responses provided. This is Verizon final response on this matter. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
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]
CONFIDENTIAL COMMUNICATION May 10, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s complaint, he states the WebBank/Fingerhut Advantage Credit Account was opened due to identity theft and would like the account deleted from all credit bureaus. After reviewing Mr. [redacted]’s account, we show a police report was received April 13, 2017. The police report received did not mention Fingerhut specifically, and mentions that Mr. [redacted] only wanted to file a report, not to pursue the matter. In order for us to investigate further, we will need Mr. [redacted] to amend the police report to include Fingerhut, and to mention that Mr. [redacted] would like to press charges against the perpetrator if found. Once received, Mr. [redacted] will be notified via letter of the actions taken for this matter. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
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]
We all do not live forevoer so assuming I have time to complain or be without internet is wrong. if I am not credited I am done. as I have told rita who as recently as Tuesday asked me how many days I am down without service. I have made no fios and cancel it, In reality, they come and call without any appointment being made. I would not have to write here if with all the money these is make someone could get it straight and CREDIT what I am not getting. While fios may be a fix it is NOT a substitute for credting down service. if not done I am done and will take it further PERIOD get your facts straight. CREDIT the account FIOS in future its not a CREDIT for PAST I deny cancelling anything and don't count . I am done if not resolved so there will be nothing to complain about. I am a PROFESSIONAL not an is phone person
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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.
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he placed an order from Fingerhut months ago but never received the item. He states he has contacted us multiple times and he completed an affidavit for the missing item. Mr. [redacted] indicates he spoke with a manager and credit was issued for the missing item. The manager advised Mr. [redacted] that he may place a new order on our website. When Mr. [redacted] attempted to order online, he was unable to successfully complete the order. Mr. [redacted] contacted Customer Service and was advised due to being a Fingerhut FreshStart customer he needed to place his order by phone. Upon attempting the order by phone the agent advised Mr. [redacted] he was unable to place the order at that time and asked Mr. [redacted] to call again in 2-4 hours to place the order. Mr. [redacted] states he opened his Fingerhut FreshStart account to improve his credit and has made several payments toward the order he never received. Mr. [redacted] is requesting to place his order and have the payments he already made applied to his new order so he can complete the FreshStart program and he would like free shipping on his new order. Mr. [redacted] would also like to speak with a manager. Our records indicate Mr. [redacted] applied and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers’ financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit account and the customer may be able to retry the FreshStart credit program. Mr. [redacted] placed an order on November 4, 2016 for an Indoor Electric Grill which totaled $79.98 including shipping and handling. Mr. [redacted] also made his $30.00 down payment using his MasterCard Debit at the time of the order. The grill was shipped on November 8, 2016 to the address Mr. [redacted] specified when the order was placed. The package was delivered on November 14, 2016 via UPS tracking number [redacted]. On November 17, 2016 Mr. [redacted] contacted us by phone and inquired about the delivery of the order. The tracking information was provided and the agent advised Mr. [redacted] to check around his residence and with neighbors and if he couldn’t locate the package to contact us back. On November 21, 2016 Mr. [redacted] contacted us and requested to have his address updated. The agent completed the change of address per Mr. [redacted]’s request. On December 5, 2016, Mr. [redacted] advised us he did not receive the merchandise and the agent sent an “affidavit of merchandise not received”. On December 20, 2016 Mr. [redacted] contacted us by email and advised he had not received the affidavit. The agent sent another affidavit the same day. On January 23, 2017 Mr. [redacted] contacted us by phone and asked if we received the completed affidavit that he sent 2-3 weeks prior. The agent advised Mr. [redacted] the affidavit had not yet been received and Mr. [redacted] requested to speak with a supervisor. The agent transferred Mr. [redacted] to the supervisor line and a supervisor contacted Mr. [redacted] the same day per his request. Mr. [redacted] requested another change of address and the supervisor updated the address per his request. The supervisor also issued credit for the order Mr. [redacted] did not receive and advised Mr. [redacted] to allow 24-48 hours for the credit to appear on his account. On February 2, 2017 Mr. [redacted] contacted us to place an order. The agent attempted to place the order but was unsuccessful. The agent advised Mr. [redacted] to contact us back in 2-4 hours to replace the order. Mr. [redacted] requested to speak with a supervisor/manager and the agent transferred Mr. [redacted] to her supervisor’s voicemail and advised Mr. [redacted] to leave a message and he would receive a call back in 24-48 hours. On February 3, 2017 Mr. [redacted] contacted us again and requested to place an order for a different item since he already purchased the indoor grill locally. The agent advised Mr. [redacted] the order needed to be placed for the same exact item. Mr. [redacted] requested to speak to a supervisor and voicemail messages were left at the phone number Mr. [redacted] provided on February 4, 2017 and February 5, 2017. Please understand since FreshStart accounts are valid for a single order, there is special handling required if an item is not received and as such, the order cannot be placed on our website. We sincerely apologize if Mr. [redacted] was advised the order could be placed on our website. As a courtesy, if Mr. [redacted] would like to place an order for a different item within his $230.00 credit limit, he may contact a member of our Executive Care Team, Becky, at ###-###-#### for further assistance. The down payment of $30.00 and the two additional payments of $6.97, Mr. [redacted] has already made will be applied to his new order. If he no longer wants to place an order, he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT to request a refund of the payments. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Please close this case.Resolution:I spoke with customer and apologized that he is having troubles with his internet service. I offered customer $15.00 off for 12 mos. I advised customer that it may take up to 45 days to be applied to his acct. Jennifer W[redacted]Senior...
CONFIDENTIAL COMMUNICATION June 3, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’ states that the website failed to inform him of what the 2-day delivery process entails and if he was informed he would not have wasted his money. The information regarding the terms of 2-day delivery are stated on the website under the Customer Service/FAQ’s link on our website. In addition, during checkout an expected delivery date of May 16, 2016 was shown. Tracking shows that the merchandise was delivered to Mr. [redacted] shipping address on May 16, 2016. As a one time exception, we have issued credit for the full shipping and handling charges for this order in the amount of $29.98. Mr. [redacted] will see the credit reflected within 1-2 billing cycles on his statement. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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.)
Initial Business Response /* (1000, 5, 2015/08/14) */
t and we are quite frankly tired of it and will not be shopping at fingerhut nomore. Order#:
CONFIDENTIAL COMMUNICATION
August 12, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] claims that he used a promotion code to take advantage of a discount offering no payments until November. Our records do not show that this promotion code was utilized when the NuWave Pro Infrared Oven with Digital Controls order was placed online on July 18th, 2015.
Records indicate the account was delinquent before this order was placed, meaning the customer had a previous balance he was responsible for as well as the amount for the new purchase. The delinquency caused late fees and an increased minimum due on the account. The available credit has also decreased, as a result.
The minimum amount due on the account is now $81.98, due by August 20th. Once this amount is paid, the account will be current and up to date.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did in fact use the promo code at checkout and it said "accepted". I would not have ordered otherwise moreover, the nuwave doesn't even work I put a tv dinner in there at full power HI setting for 8 minutes and it was still frozen, we ended up cooking it for 10 additional minutes in the stove. They are more than welcome to take there crappy newwave back and reimburse me the money for the warranty then. They are liars and it's not the first time we got something broke from them the tablet dell venue they gave my wife was broke it glitched on severall websites with black squares showing up blocking screen parts and the tablet would reset itself every 10 to 20 minutes or so so my wife got pissed when she was playing a game and it would reset. So we sent the tablet dell venue 8 to assurion and they fixed it and sent it back to us they said they had to replace the D.I. G. or something like that for the display in it. You can check into this too and see for yourself. They seem to sell defective or broken s
[redacted]
Order date:
11/28/2014
SR Number: [redacted]
"Product Protection Team"
Thursday, January 29, 2015 12:39 PM
Your repair has been completed and we are shipping your tablet pc to the address below:
[redacted]
600 BLEVINS AVE
ELIZABETHTON, TN 37643
To keep track of your shipment, please wait 24 hours, then visit www.ups.com and enter your tracking number:
[redacted]
Remember, we're here to help.
If you have any questions or concerns about your claim, give us a call at [redacted].
Regards,
The Fingerhut Service Plan Team
Service by Asurion
I am rejecting this response because: Nowhere on the website states refunds will be processed in the form of a check. Why did it take until I filed a complaint with Revdex.com for my refund to be processed? I do not think this late resolution will solve this concern.
CONFIDENTIAL COMMUNICATION March 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].Ms. [redacted]’s report of receiving unsatisfactory service is regrettable, as all agents are accountable to our quality and servicing standards. Within these standards we make every effort to connect customers with a supervisor upon request (or referring a callback request if none are available, so that a supervisor will contact the customer within 24 hours) and properly notating the account to maintain accurate records of the contact history. However, this is not sufficient grounds to change our position, and we cannot change/delete the account’s reporting history for the reasons in our previous response (return postage was sent to Ms. [redacted] shortly after purchase but it was never returned, and she remained responsible for payment). Now that the account has been closed, we confirmed this status change has updated with the bureaus and now reports as “closed at the consumer’s request.” Having provided Ms. [redacted] with all information available to us, we consider this matter closed.Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
CONFIDENTIAL COMMUNICATION April 7, 2017...
...⇄ # [redacted] Revdex.com of Minnesota 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he enrolled in SafeLine Plus when he opened his account. Mr. [redacted] states he lost his job in April 2016 and since that time he has been trying to work with SafeLine and Fingerhut to find a resolution. He states he returned all the necessary paperwork via fax or mail and that he requested to suspend SafeLine Plus coverage but to date SafeLine Plus has not been suspended and due to this his account has fallen behind. Mr. [redacted] also states he has tried making the monthly payments that were originally stated but Fingerhut is insisting on a higher minimum payment due. Mr. [redacted] is requesting that since his claim was denied to have all SafeLine Plus fees that have been charged since the opening of the account refunded along with all late fees. Our records indicate Mr. [redacted] contacted SafeLine Services on April 11, 2016 and requested an Unemployment benefit. On April 12, 2016 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services received the documentation back from Mr. [redacted] on April 22, 2016. Upon review of the benefit form it was determined that Mr. [redacted] did not include proof of state unemployment. A letter was sent to Mr. [redacted] on May 3, 2016 advising him we did not receive all the required documentation needed to process his claim. Additionally, Mr. [redacted] contacted SafeLine Services on May 2, 2016 and requested another benefit form to be mailed which was sent on May 3, 2016. On June 1, 2016 we sent an additional Unemployment benefit form since we had not received the required information. On September 1, 2016, SafeLine Services closed the Unemployment benefit since the proof of state unemployment was never received from Mr. [redacted]. On April 4, 2017 Mr. [redacted] contacted SafeLine Services again and requested the Unemployment benefit to be reopened. On April 6, 2017 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services has not yet received the completed Unemployment benefits form from Mr. [redacted]. We have no record of Mr. [redacted] requesting to cancel SafeLine Plus. Since the last contact we received from Mr. [redacted] was asking for the benefit to be reopened he simply needs to complete the Unemployment benefit form and mail it to Fingerhut [redacted] Atlanta, GA.30374-0237. If he would like to cancel SafeLine Plus he may contact SafeLine Services by calling ###-###-####, Monday – Friday, 7:00 AM – 7 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about his call to address his voicemail and cancel service. Please be advised that our Billing Investigation Team was able...
to speak with [redacted] on April ** 2017 to discuss his concerns. During this call there was an order placed to reactivate ###-###-####. This order will completed on April **, 2017. We will contact him after the order completes so that his new provider can begin the porting process. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted],...
and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I agree that the line is now working but I do not agree that the line "cleared itself". The tech told us that he had to run a new line to our home to get it to work. So either the tech lied to us or he lied to corp. If as they say the line "cleared itself" I can only expect that it will go our again the next time we have a severe storm.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Tech support ran speed test from the BHR4 router and verified Speed Test Download / Upload Bandwidth 100.91 / 111.15 Mbps.We need to have the customer hard wire and run speed test so we can then go over channels. Tech support made multiple attempts to reach the customer leaving messages for the...
customer to contact us.
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.we were given a box called voice link which I did not order but verizon stated its because our wires are old and this will make it better. I asked if this will increase my bill because we would not be able to afford it, and I was told it will not increase by the representative. hopefully this will be the case and my service will work better.
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:
As I stated before if you speak to the tech who originally came to my residences they will tell you as they told me since I started this service for "Enhanced speed" I was not getting that for 2 years I am requesting one year reimbursement or deduction of my bill. What about the whole time, I was paying for something I was not getting?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised Verizon stands by the previous responses provided. This is Verizon final response on this matter. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
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]
CONFIDENTIAL COMMUNICATION May 10, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s complaint, he states the WebBank/Fingerhut Advantage Credit Account was opened due to identity theft and would like the account deleted from all credit bureaus. After reviewing Mr. [redacted]’s account, we show a police report was received April 13, 2017. The police report received did not mention Fingerhut specifically, and mentions that Mr. [redacted] only wanted to file a report, not to pursue the matter. In order for us to investigate further, we will need Mr. [redacted] to amend the police report to include Fingerhut, and to mention that Mr. [redacted] would like to press charges against the perpetrator if found. Once received, Mr. [redacted] will be notified via letter of the actions taken for this matter. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Tell us why here... Our investigation found that it was agreed to change the line back. This was accomplished on March **, 2016.
Revdex.com:
s make someone could get it straight and CREDIT what I am not getting. While fios may be a fix it is NOT a substitute for credting down service. if not done I am done and will take it further PERIOD get your facts straight. CREDIT the account FIOS in future its not a CREDIT for PAST I deny cancelling anything and don't count . I am done if not resolved so there will be nothing to complain about. I am a PROFESSIONAL not an i
s phone person
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]
We all do not live forevoer so assuming I have time to complain or be without internet is wrong. if I am not credited I am done. as I have told rita who as recently as Tuesday asked me how many days I am down without service. I have made no fios and cancel it, In reality, they come and call without any appointment being made. I would not have to write here if with all the money these i
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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.
CONFIDENTIAL COMMUNICATION February 23, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he placed an order from Fingerhut months ago but never received the item. He states he has contacted us multiple times and he completed an affidavit for the missing item. Mr. [redacted] indicates he spoke with a manager and credit was issued for the missing item. The manager advised Mr. [redacted] that he may place a new order on our website. When Mr. [redacted] attempted to order online, he was unable to successfully complete the order. Mr. [redacted] contacted Customer Service and was advised due to being a Fingerhut FreshStart customer he needed to place his order by phone. Upon attempting the order by phone the agent advised Mr. [redacted] he was unable to place the order at that time and asked Mr. [redacted] to call again in 2-4 hours to place the order. Mr. [redacted] states he opened his Fingerhut FreshStart account to improve his credit and has made several payments toward the order he never received. Mr. [redacted] is requesting to place his order and have the payments he already made applied to his new order so he can complete the FreshStart program and he would like free shipping on his new order. Mr. [redacted] would also like to speak with a manager. Our records indicate Mr. [redacted] applied and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers’ financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit account and the customer may be able to retry the FreshStart credit program. Mr. [redacted] placed an order on November 4, 2016 for an Indoor Electric Grill which totaled $79.98 including shipping and handling. Mr. [redacted] also made his $30.00 down payment using his MasterCard Debit at the time of the order. The grill was shipped on November 8, 2016 to the address Mr. [redacted] specified when the order was placed. The package was delivered on November 14, 2016 via UPS tracking number [redacted]. On November 17, 2016 Mr. [redacted] contacted us by phone and inquired about the delivery of the order. The tracking information was provided and the agent advised Mr. [redacted] to check around his residence and with neighbors and if he couldn’t locate the package to contact us back. On November 21, 2016 Mr. [redacted] contacted us and requested to have his address updated. The agent completed the change of address per Mr. [redacted]’s request. On December 5, 2016, Mr. [redacted] advised us he did not receive the merchandise and the agent sent an “affidavit of merchandise not received”. On December 20, 2016 Mr. [redacted] contacted us by email and advised he had not received the affidavit. The agent sent another affidavit the same day. On January 23, 2017 Mr. [redacted] contacted us by phone and asked if we received the completed affidavit that he sent 2-3 weeks prior. The agent advised Mr. [redacted] the affidavit had not yet been received and Mr. [redacted] requested to speak with a supervisor. The agent transferred Mr. [redacted] to the supervisor line and a supervisor contacted Mr. [redacted] the same day per his request. Mr. [redacted] requested another change of address and the supervisor updated the address per his request. The supervisor also issued credit for the order Mr. [redacted] did not receive and advised Mr. [redacted] to allow 24-48 hours for the credit to appear on his account. On February 2, 2017 Mr. [redacted] contacted us to place an order. The agent attempted to place the order but was unsuccessful. The agent advised Mr. [redacted] to contact us back in 2-4 hours to replace the order. Mr. [redacted] requested to speak with a supervisor/manager and the agent transferred Mr. [redacted] to her supervisor’s voicemail and advised Mr. [redacted] to leave a message and he would receive a call back in 24-48 hours. On February 3, 2017 Mr. [redacted] contacted us again and requested to place an order for a different item since he already purchased the indoor grill locally. The agent advised Mr. [redacted] the order needed to be placed for the same exact item. Mr. [redacted] requested to speak to a supervisor and voicemail messages were left at the phone number Mr. [redacted] provided on February 4, 2017 and February 5, 2017. Please understand since FreshStart accounts are valid for a single order, there is special handling required if an item is not received and as such, the order cannot be placed on our website. We sincerely apologize if Mr. [redacted] was advised the order could be placed on our website. As a courtesy, if Mr. [redacted] would like to place an order for a different item within his $230.00 credit limit, he may contact a member of our Executive Care Team, Becky, at ###-###-#### for further assistance. The down payment of $30.00 and the two additional payments of $6.97, Mr. [redacted] has already made will be applied to his new order. If he no longer wants to place an order, he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT to request a refund of the payments. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Please close this case.Resolution:I spoke with customer and apologized that he is having troubles with his internet service. I offered customer $15.00 off for 12 mos. I advised customer that it may take up to 45 days to be applied to his acct. Jennifer W[redacted]Senior...
Analyst Verizon Executive Relations Team
CONFIDENTIAL COMMUNICATION June 3, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’ states that the website failed to inform him of what the 2-day delivery process entails and if he was informed he would not have wasted his money. The information regarding the terms of 2-day delivery are stated on the website under the Customer Service/FAQ’s link on our website. In addition, during checkout an expected delivery date of May 16, 2016 was shown. Tracking shows that the merchandise was delivered to Mr. [redacted] shipping address on May 16, 2016. As a one time exception, we have issued credit for the full shipping and handling charges for this order in the amount of $29.98. Mr. [redacted] will see the credit reflected within 1-2 billing cycles on his statement. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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.)