CONFIDENTIAL COMMUNICATION November 25, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #:[redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states he told Fingerhut his payment would be a day or two late, but he would be paying the remaining balance of $132.40. Mr. [redacted] further states when he called to make the payment, he was told the balance was now $147.39. Mr. [redacted] states he will not be doing any more business with Fingerhut and is requesting a full refund of all the extra charges. According to our records, the balance reflected on the October 17, 2016 statement was $132.40. As the minimum payment of $14.99 was not received by the due date on November 13, 2016, Mr. [redacted] was charged a $14.99 late fee. This charge brought the account balance to $147.39. On November 14, 2016, Mr. [redacted] made a payment in the amount of $147.39 which brought his account balance to zero. This balance is reflected on Mr. [redacted]’ November 17, 2016 statement. As a courtesy, on November 22, 2016, Fingerhut issued a credit for the $14.99 late fee charged to Mr. [redacted]’ account on November 13, 2016. Although already applied to the account, the credit will reflect on a future monthly billing statement for Mr. [redacted]’ records. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Mr. [redacted]’ expectations. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
November 2017 payment was "NOT" 30 days late to Fingerhut. Payment was due November 9TH and the payment was made on November 26TH. That does not make it late. I have a statement from Fingerhut that shows none of my payments were ever 30 days late.
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'm waiting for the representative from Verizon to send me confirmation that they have resolved the concern
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 Verizon High Speed Internet at her home location. Please be advised that our Billing Investigation Team was able to speak...
with [redacted] today, May *, 2017. There was a refund issued and will be credited back to [redacted]s credit card within 3 to 5 business days. 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.
After reviewing the account, the customer received out of service credits of $9.51 on the 8/2014 bill and $24.49 on the 9/2014 bill. The customer did not receive credit for the service outage 12/**/2014 - 1/*/2015. An adjustment of $23.54 was applied to the account which will appear on the 7/2015...
bill. [redacted] was notified of the credits and was satisfied
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: It needs to go on record that that you all want to open an entire account for me and run my credit!!! That is crazy. I have/had an active account with you all for many years, YOU are the ones that closed it on accident. I am in the middle of buying a house and you are not running my credit. Then to suggest I use a friends address and open an account in their name is even crazier. If it is not that big of a deal, then open it up in you name!!! Verizon should have a "dummy" account or a way to access this stuff, this is not my fault and I should not be punished. You have had my money for over a month. Please just return my money you took for services you did not provide and apparently never could provide. [redacted]
CONFIDENTIAL COMMUNICATION
March 7, 2016
#[redacted]
Revdex.com of Minnesota
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 his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth G2 Android Tablet on September 15, 2014. We regret to learn of the problems Mr. [redacted] has experienced with the tablet.
We agree that, for additional warranty coverage on the tablet, Mr. [redacted] also purchased a 2-Year Extended Service Plan (ESP). The ESP provider is National Extended Warranty (NEW). Records show that on December 1, 2014, Mr. [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us.
We next received an email from Mr. [redacted] on January 3, 2015 in which he requested NEW's contact information, and we replied on the same date with the appropriate contact details. This information was again sent to Mr. [redacted] on February 25, 2016 in response to the email he sent on the same date.
We recently contacted NEW for any records they might have relating to this issue. They advised they have no contact records associated with the contract number for Mr. [redacted]'s 2-Year ESP (which was included in our emails). It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr. [redacted] contacted them. As a reminder, the correct contract number for this plan is [redacted].
Mr. [redacted] states he was withholding payment because of the issue with the tablet. However, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account.
Our records show that Mr. [redacted]'s account moved to a charge-off status ($200.65 balance) on December 4, 2015 after going unpaid for an extended time period. It was then sold to Jefferson Capital on December 31, 2015 in accordance with the terms of the contract agreement. Mr. [redacted] should continue to work directly with Jefferson ([redacted]) regarding the unpaid debt as they are the legal owner of the account.
For further assistance with the tablet, Mr. [redacted] can contact NEW at [redacted]as he is still within his coverage period. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she purchased a desk from Fingerhut in August 2016. She states Fingerhut advertised this product as an “L shaped desk,” and nowhere does the advertisement state it is sold in separate parts. Ms. [redacted] contacted Fingerhut regarding this issue and was told the parts were sold separately and she would not be receiving the other pieces. Ms. [redacted] would like to receive the pieces she states were advertised. Our records indicate Ms. [redacted] purchased a Coaster Skylar Computer Desk with Keyboard Drawer on August 22, 2016 on Fingerhut’s website. Ms. [redacted] contacted Fingerhut on August 26, 2016 stating she did not receive the other parts of the merchandise. She was told her request would be referred and to contact Fingerhut to check the status of this request. On September 14, 2016 we received an e-mail from the vendor confirming the cabinet and shelf were not included in the purchase price of the desk. Although we make every effort to ensure accuracy of the information on our website, occasional descriptive or typographical errors may occur. We appreciate Ms. [redacted] bringing this matter to our attention. As a courtesy to Ms. [redacted] we will be sending her the additional pieces at no charge to her. This order was placed on October 5, 2016. If Ms. [redacted] has any additional questions, she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION July 7, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]’s complaint indicates that she was unable to make payments on our website on both June 7, 2016 and June 17, 2016, and that she is concerned about double payments being taken from her bank account. She also indicated that she is being charged fees and is concerned about possible negative reports against her credit bureau report. Our records indicate that both payments mentioned above, from June 7, 2016 and June 17, 2016 were returned by her bank with a “stop payment” reason. Our records also indicate that Ms. [redacted] emailed us on June 24, 2016 to advise that her bank had stopped payment on both payments in error. She requested that we consider removing the associated fees as an exception. Our representatives responded to Ms. [redacted]’s emails on June 27 2016, advising her that we have removed the late fee of $27.00 and the returned check charge of $27.00. Ms. [redacted] did make a successful payment to her account on July 1, 2016, which satisfied her minimum amount due for this billing period. As long as a successful payment is made before her account cycles on the 26th of the month, her account will be reported as current to the credit bureaus. As of today’s date, this most recent payment appears to have posted without issue. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
[redacted]
*
[redacted] Thank you for referring the Revdex.com#[redacted] complaint of Yvette J[redacted] to our office for review. We appreciate your bringing this matter to our attention. Our expectation is that all Verizon customers experience the highest level of service. In the...
rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns. Verizon records indicate order [redacted] completed on February **, 2016 renewing the Double Play bundle services for FiOS Digital Voice and Internet 50/50. A confirmation email was sent to the customer itemizing the services, monthly rate and terms of service. The confirmation does reference a Special Offer for placing the order making the customer eligible for wireless data. This offer is made available through Verizon Wireless. We ask that this matter be served to Verizon Wireless. Our expectation is that all Verizon customers experience the highest level of service. In the rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns. We do regret the inconvenience experienced as Verizon Communications representatives do not have access to the customers Verizon Wireless account records. A Verizon representative was unsuccessful at reaching the customer. Verizon Communications has requested a Verizon Wireless representative to contact [redacted]. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this complaint. Thank you, Sherrill B. Verizon Executive Relations
I am rejecting this response because:
BACKGROUND INFO: Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she usedher catalog number which offered a Free Gift.MY REJECTIONS: 1. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. <<I have attached a confirmation email from FingerHut for my order placed on December 12, 2016 at 10:33PM, so technically my order was placed in the correct time frame to have received my free shipping 2. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. <<Although a nose trimmer is being sent to me, the nose trimmer I ordered was actually not in my catalog, the offer was stated on the Fingerhut website and said it would be applied at checkout (no mention of codes on the website) 3. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. << No phone call recording they are referencing is when I spoke with a "Tia Garcia" from the "Costa Mesa Customer Service" office; however the call I was referencing took place on December 22, 2016. I have attached photos of the call placed when the gentleman I spoke to, whom would not tell me his name, placed me on hold for over 20 minutes after telling me he did not care that I was upset and received incorrect items. I have also attached photos of my return slip and the shipping label for the return of the incorrect items. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. 4. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. << The emails gave the customer service phone number to call, which I did, and received the above mentioned service from the Fingerhut Customer Service departments.
Verizon investigation determined the customer was correct in his statement as to the contract he agreed to and the account needs to be credited every month for 2 years. The email sent to the customer shows the Monthly Recurring Charge was waived and the customer would pay $9.99 for the router. For...
the first three months the customer would pay for the router and the 3 installments of the activation fee which was $23 a month. The "free data" was supposed to be promotional and not for two years. The customer was advised the customer we will be honoring fee waived promotion on 75/75 internet via post billing adjustments. The customer was informed the credit will continue until the contract ends 09/**/17. Verizon Appeals representative explained two manual adjustments of $39.99 were issued one on 4/*/16 and 4/*/16, to the account for the February and March bills, leaving a balance due of $10.39. Verizon also issued two credits of $5.00 each for late payment charges on 4/*/16. [redacted] was satisfied and has the Appeals representative's number to call if there are any problems or questions. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
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:
These people are totally lost. The case has been resolved with their legal team. Please send me return box for your equipment.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Records indicate Verizon's Fiber Service Solutions representative made contact with the consumer on July *, 2016 to address the service issues; as the update completed June **, 2016. The consumer confirmed the service is working; however, expressed concerns that the issue will reoccur. Verizon agreed to follow-up within 7 days to ascertain if there are further issues. Subsequently, on July *, 2016 Verizon's Executive Relations analyst spoke with the consumer who confirmed no further issues. The representative provided direct contact information to the consumer for future use, if necessary.
Initial Business Response /* (1000, 5, 2016/01/28) */
CONFIDENTIAL COMMUNICATION
January 26, 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 inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] placed an order on November 17, 2015 for an Asus 15.6" HD 4GB Windows 10 Laptop Computer, a MyPlace Laptop Workstation, a Markwins 76 pc. Beauty Train Case and an Elizabeth Arden Visible Difference Skin Care Set totaling $731.91. The balance on Mr. [redacted]'s account prior to this order was $1,186.16.
On November 18, 2015 and November 19, 2015, Mr. [redacted] placed additional orders totaling $777.86. A systematic review is completed at the time an order is placed and based on payment history and other determining factors, an order may be approved for more than the credit limit on the account. There are no fees charged for being over limit. Mr. [redacted]'s orders were approved and shipped to him due to this systematic review. While the systematic review will allow an order to be placed and processed initially, no further orders can be placed on the account while it is over limit.
We received the return of the Laptop on January 4, 2016. According to our records, Mr. [redacted] indicated on the return reason form that he was returning the Laptop for credit because he did not like the product. When the return was processed Mr. [redacted]'s account was credited $386.04. Mr. [redacted] also received previous credits in the amount of $14.99 and $28.96 for promotional code discounts. We have credited the original shipping and handling for the Laptop as a courtesy and the credit will be reflected on a future billing.
On December 9, 2015, Mr. [redacted]'s monthly billing statement was sent to the address we have on file for him. The minimum payment due by January 5, 2016 was $69.99. We did not receive the payment and a late fee was assessed per the terms and conditions Mr. [redacted] agreed to at the time he opened the account.
On January 11, 2016 Mr. [redacted] spoke to an agent in our Billing Department and inquired about the Laptop. The agent advised Mr. [redacted] that the Laptop had been credited and offered to take a payment to bring the account current so Mr. [redacted] could reorder the Laptop. Mr. [redacted] requested his account to be closed and the agent closed the account per Mr. [redacted]'s request.
Mr. [redacted] attempted to place an order on January 13, 2016 and on January 20, 2016 on our website. The orders were unable to process due to the account being closed. Mr. [redacted] also requested no further letters or phone calls from us. Per his request a Cease and Desist was placed on his account. A confirmation letter for the Cease and Desist was mailed to Mr. [redacted] at the address we have on file on January 12, 2016.
On January 21, 2016 a payment was received of $64.99. Since the minimum payment due was $69.99 the account is still past due. It is important to make the minimum payment by the due date each month to avoid late fees.
Additionally, due to Mr. [redacted]'s account being closed, we cannot place any further orders on his account and we are unable to send the Laptop.
We have received the faxes Mr. [redacted] sent to us on January 14, 2016 and January 19, 2016 regarding this issue and we will send a copy of this letter in response directly to the address we have on file for Mr. [redacted].
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
On 12/**/15, a Verizon customer service representative discussed the contract renewal and bill with the customer. The representative explained that the 12 month discount of $30 expired November 2014 and the HBO discount had expired. The representative also offered the customer...
free HBO for 12 months, a $19.99 discount. The customer accepted. The customer was advised that the estimated monthly recurring charges for service is $216. We apologize for the inconvenience that this matter has caused [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:
When I spoke with Sheryl yesterday, she said she will not know if it is resolved until the next billing statement which is 3/** and posts 3/**. Furthermore, although I was credited $3.50 it was credited to my phone account which now has a huge credit of about $91.00. I have BEEN UNABLE to apply that credit to my Fios account. Until the accounts are merged and that credit is applied to my FIOS bill, this will remain open. I spoke with [redacted] by phone last week requesting that this stay open until it is resolved. I heard last month that they were merged and it is not reflected on my account. Furthermore, Sheryl stated she would not know until next month. So how is it resolved? The treatment that I received was awful and it doesn't appear [redacted] will be penalized for her outlandish behavior. Therefore, until I see my accounts merged and the credit applied this is not resolved. I will not be laying out the $3.50 anymore and will not longer be calling customer service 7 times per month. Sheryl said she will deal with the issues if it is not merged after the bill is posted.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
...⇄ # [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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates she intended to place an order and verified that her address was missing the apartment number. Ms. [redacted] states she spoke with an agent that advised her someone would contact her back and took all the information for her order and the coupon code. Ms. [redacted] states she never received a call back and that she contacted us several times over a two week period and has not yet received credit for the coupon code or the sale prices. Ms. [redacted] is requesting credit for all the coupon codes and the sale prices for the items during Black Friday weekend. Our records indicate Ms. [redacted] placed an order on September 26, 2016 for a Ninja Coffee Bar. At the time the order was placed a promotion code was used for 10% off the cash price of the item. The order was placed on our website and was shipped to the address Ms. [redacted] entered when she placed the order. Ms. [redacted] contacted us on October 11, 2016 and advised us she did not receive the order. The agent updated Ms. [redacted]’s address per her request. An “affidavit of merchandise not received” was sent to Ms. [redacted] and upon receiving the completed affidavit we completed our investigation and credit was issued in the amount of $256.98 to her account. On November 23, 2016 Ms. [redacted] contacted us regarding her address and since additional verification was needed before the change of address could be completed the agent referred a message to our Fraud Department. When our Fraud Department attempted to contact Ms. [redacted] on November 25, 2016 at the phone number she provided, the agent got a recording that the phone number was disconnected. A letter was sent to the address we had on file for Ms. [redacted] the same day. On November 30, 2016 Ms. [redacted] contacted us again to place her order, however, since the additional verification had not yet been completed the agent transferred Ms. [redacted] to our Fraud Department. Since our intitial attempts to verify Ms. [redacted] at the updated address were unsuccessful, we requested Ms. [redacted] to send additional information to verify the change of address. We received the documentation needed to complete the change of address the same day and the address was updated. When Ms. [redacted] attempted to place the order with an agent, however, due to the length of time that had passed, the prices on some of the items and some of the coupon codes were no longer valid. The agent referred a message to a specialist and requested the promotion code to be applied for the Ninja Coffee Bar. This discount of 10% was applied to the new order of the Ninja Bar placed on November 30, 2016 per Ms. [redacted]’s request. Please understand, it is the responsibility of our customer to ensure we have the correct contact information on their account to avoid delays. Additionally, only one promotion code may be used per order. Since Ms. [redacted] received the discount on the Ninja Coffee Bar of $26.00, as a courtesy, we will honor one additional promotion code to be used on the order. Since the amount of the shipping and handling credit was a bigger benefit to Ms. [redacted] than the $50.00 off an order of $200.00 or more we have issued credit for the shipping and handling charges of $53.95 on Ms. [redacted]’s order. We also honored the price difference on the pillows Ms. [redacted] ordered due to the sale price during Black Friday which resulted in $15.00 credit being issued for each of the two pillows. The credits issued on Ms. [redacted]’s account will be reflected on a future billing statement. No other items ordered by Ms. [redacted] were discounted during our Black Friday sale timeframe. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’s expectations. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 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 find that this resolution is satisfactory to me. I am sending the drone back to them for a refund. I shall follow up if no action is taken upon receipt of the item. Thank you for your time and concern,[redacted]
Our records show that the change from Select HD to Ultimate was placed via remote control on 03/**/15. The customer was charged $5.99 for the router for 5 months, October 2014 through February 2015 bills. A billing representative issued a credit of $29.95 for these router charges...
CONFIDENTIAL COMMUNICATION November 25, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #:[redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states he told Fingerhut his payment would be a day or two late, but he would be paying the remaining balance of $132.40. Mr. [redacted] further states when he called to make the payment, he was told the balance was now $147.39. Mr. [redacted] states he will not be doing any more business with Fingerhut and is requesting a full refund of all the extra charges. According to our records, the balance reflected on the October 17, 2016 statement was $132.40. As the minimum payment of $14.99 was not received by the due date on November 13, 2016, Mr. [redacted] was charged a $14.99 late fee. This charge brought the account balance to $147.39. On November 14, 2016, Mr. [redacted] made a payment in the amount of $147.39 which brought his account balance to zero. This balance is reflected on Mr. [redacted]’ November 17, 2016 statement. As a courtesy, on November 22, 2016, Fingerhut issued a credit for the $14.99 late fee charged to Mr. [redacted]’ account on November 13, 2016. Although already applied to the account, the credit will reflect on a future monthly billing statement for Mr. [redacted]’ records. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Mr. [redacted]’ expectations. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
I am rejecting this response because: My...
November 2017 payment was "NOT" 30 days late to Fingerhut. Payment was due November 9TH and the payment was made on November 26TH. That does not make it late. I have a statement from Fingerhut that shows none of my payments were ever 30 days late.
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'm waiting for the representative from Verizon to send me confirmation that they have resolved the concern
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 Verizon High Speed Internet at her home location. Please be advised that our Billing Investigation Team was able to speak...
with [redacted] today, May *, 2017. There was a refund issued and will be credited back to [redacted]s credit card within 3 to 5 business days. 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.
After reviewing the account, the customer received out of service credits of $9.51 on the 8/2014 bill and $24.49 on the 9/2014 bill. The customer did not receive credit for the service outage 12/**/2014 - 1/*/2015. An adjustment of $23.54 was applied to the account which will appear on the 7/2015...
bill. [redacted] was notified of the credits and was satisfied
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: It needs to go on record that that you all want to open an entire account for me and run my credit!!! That is crazy. I have/had an active account with you all for many years, YOU are the ones that closed it on accident. I am in the middle of buying a house and you are not running my credit. Then to suggest I use a friends address and open an account in their name is even crazier. If it is not that big of a deal, then open it up in you name!!! Verizon should have a "dummy" account or a way to access this stuff, this is not my fault and I should not be punished. You have had my money for over a month. Please just return my money you took for services you did not provide and apparently never could provide. [redacted]
CONFIDENTIAL COMMUNICATION
March 7, 2016
#[redacted]
Revdex.com of Minnesota
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 his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth G2 Android Tablet on September 15, 2014. We regret to learn of the problems Mr. [redacted] has experienced with the tablet.
We agree that, for additional warranty coverage on the tablet, Mr. [redacted] also purchased a 2-Year Extended Service Plan (ESP). The ESP provider is National Extended Warranty (NEW). Records show that on December 1, 2014, Mr. [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us.
We next received an email from Mr. [redacted] on January 3, 2015 in which he requested NEW's contact information, and we replied on the same date with the appropriate contact details. This information was again sent to Mr. [redacted] on February 25, 2016 in response to the email he sent on the same date.
We recently contacted NEW for any records they might have relating to this issue. They advised they have no contact records associated with the contract number for Mr. [redacted]'s 2-Year ESP (which was included in our emails). It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr. [redacted] contacted them. As a reminder, the correct contract number for this plan is [redacted].
Mr. [redacted] states he was withholding payment because of the issue with the tablet. However, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account.
Our records show that Mr. [redacted]'s account moved to a charge-off status ($200.65 balance) on December 4, 2015 after going unpaid for an extended time period. It was then sold to Jefferson Capital on December 31, 2015 in accordance with the terms of the contract agreement. Mr. [redacted] should continue to work directly with Jefferson ([redacted]) regarding the unpaid debt as they are the legal owner of the account.
For further assistance with the tablet, Mr. [redacted] can contact NEW at [redacted]as he is still within his coverage period. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION October 5,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she purchased a desk from Fingerhut in August 2016. She states Fingerhut advertised this product as an “L shaped desk,” and nowhere does the advertisement state it is sold in separate parts. Ms. [redacted] contacted Fingerhut regarding this issue and was told the parts were sold separately and she would not be receiving the other pieces. Ms. [redacted] would like to receive the pieces she states were advertised. Our records indicate Ms. [redacted] purchased a Coaster Skylar Computer Desk with Keyboard Drawer on August 22, 2016 on Fingerhut’s website. Ms. [redacted] contacted Fingerhut on August 26, 2016 stating she did not receive the other parts of the merchandise. She was told her request would be referred and to contact Fingerhut to check the status of this request. On September 14, 2016 we received an e-mail from the vendor confirming the cabinet and shelf were not included in the purchase price of the desk. Although we make every effort to ensure accuracy of the information on our website, occasional descriptive or typographical errors may occur. We appreciate Ms. [redacted] bringing this matter to our attention. As a courtesy to Ms. [redacted] we will be sending her the additional pieces at no charge to her. This order was placed on October 5, 2016. If Ms. [redacted] has any additional questions, she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION July 7, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]’s complaint indicates that she was unable to make payments on our website on both June 7, 2016 and June 17, 2016, and that she is concerned about double payments being taken from her bank account. She also indicated that she is being charged fees and is concerned about possible negative reports against her credit bureau report. Our records indicate that both payments mentioned above, from June 7, 2016 and June 17, 2016 were returned by her bank with a “stop payment” reason. Our records also indicate that Ms. [redacted] emailed us on June 24, 2016 to advise that her bank had stopped payment on both payments in error. She requested that we consider removing the associated fees as an exception. Our representatives responded to Ms. [redacted]’s emails on June 27 2016, advising her that we have removed the late fee of $27.00 and the returned check charge of $27.00. Ms. [redacted] did make a successful payment to her account on July 1, 2016, which satisfied her minimum amount due for this billing period. As long as a successful payment is made before her account cycles on the 26th of the month, her account will be reported as current to the credit bureaus. As of today’s date, this most recent payment appears to have posted without issue. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team VF/ca
[redacted]
*
[redacted] Thank you for referring the Revdex.com#[redacted] complaint of Yvette J[redacted] to our office for review. We appreciate your bringing this matter to our attention. Our expectation is that all Verizon customers experience the highest level of service. In the...
rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns. Verizon records indicate order [redacted] completed on February **, 2016 renewing the Double Play bundle services for FiOS Digital Voice and Internet 50/50. A confirmation email was sent to the customer itemizing the services, monthly rate and terms of service. The confirmation does reference a Special Offer for placing the order making the customer eligible for wireless data. This offer is made available through Verizon Wireless. We ask that this matter be served to Verizon Wireless. Our expectation is that all Verizon customers experience the highest level of service. In the rare instance they do not, we make every attempt to assure we are taking the necessary steps to rectify their concerns. We do regret the inconvenience experienced as Verizon Communications representatives do not have access to the customers Verizon Wireless account records. A Verizon representative was unsuccessful at reaching the customer. Verizon Communications has requested a Verizon Wireless representative to contact [redacted]. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this complaint. Thank you, Sherrill B. Verizon Executive Relations
I am rejecting this response because:
BACKGROUND INFO: Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she usedher catalog number which offered a Free Gift.MY REJECTIONS: 1. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. <<I have attached a confirmation email from FingerHut for my order placed on December 12, 2016 at 10:33PM, so technically my order was placed in the correct time frame to have received my free shipping 2. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. <<Although a nose trimmer is being sent to me, the nose trimmer I ordered was actually not in my catalog, the offer was stated on the Fingerhut website and said it would be applied at checkout (no mention of codes on the website) 3. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. << No phone call recording they are referencing is when I spoke with a "Tia Garcia" from the "Costa Mesa Customer Service" office; however the call I was referencing took place on December 22, 2016. I have attached photos of the call placed when the gentleman I spoke to, whom would not tell me his name, placed me on hold for over 20 minutes after telling me he did not care that I was upset and received incorrect items. I have also attached photos of my return slip and the shipping label for the return of the incorrect items. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. 4. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. << The emails gave the customer service phone number to call, which I did, and received the above mentioned service from the Fingerhut Customer Service departments.
Verizon investigation determined the customer was correct in his statement as to the contract he agreed to and the account needs to be credited every month for 2 years. The email sent to the customer shows the Monthly Recurring Charge was waived and the customer would pay $9.99 for the router. For...
the first three months the customer would pay for the router and the 3 installments of the activation fee which was $23 a month. The "free data" was supposed to be promotional and not for two years. The customer was advised the customer we will be honoring fee waived promotion on 75/75 internet via post billing adjustments. The customer was informed the credit will continue until the contract ends 09/**/17. Verizon Appeals representative explained two manual adjustments of $39.99 were issued one on 4/*/16 and 4/*/16, to the account for the February and March bills, leaving a balance due of $10.39. Verizon also issued two credits of $5.00 each for late payment charges on 4/*/16. [redacted] was satisfied and has the Appeals representative's number to call if there are any problems or questions. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
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:
These people are totally lost. The case has been resolved with their legal team. Please send me return box for your equipment.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Records indicate Verizon's Fiber Service Solutions representative made contact with the consumer on July *, 2016 to address the service issues; as the update completed June **, 2016. The consumer confirmed the service is working; however, expressed concerns that the issue will reoccur. Verizon agreed to follow-up within 7 days to ascertain if there are further issues. Subsequently, on July *, 2016 Verizon's Executive Relations analyst spoke with the consumer who confirmed no further issues. The representative provided direct contact information to the consumer for future use, if necessary.
Initial Business Response /* (1000, 5, 2016/01/28) */
CONFIDENTIAL COMMUNICATION
January 26, 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 inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] placed an order on November 17, 2015 for an Asus 15.6" HD 4GB Windows 10 Laptop Computer, a MyPlace Laptop Workstation, a Markwins 76 pc. Beauty Train Case and an Elizabeth Arden Visible Difference Skin Care Set totaling $731.91. The balance on Mr. [redacted]'s account prior to this order was $1,186.16.
On November 18, 2015 and November 19, 2015, Mr. [redacted] placed additional orders totaling $777.86. A systematic review is completed at the time an order is placed and based on payment history and other determining factors, an order may be approved for more than the credit limit on the account. There are no fees charged for being over limit. Mr. [redacted]'s orders were approved and shipped to him due to this systematic review. While the systematic review will allow an order to be placed and processed initially, no further orders can be placed on the account while it is over limit.
We received the return of the Laptop on January 4, 2016. According to our records, Mr. [redacted] indicated on the return reason form that he was returning the Laptop for credit because he did not like the product. When the return was processed Mr. [redacted]'s account was credited $386.04. Mr. [redacted] also received previous credits in the amount of $14.99 and $28.96 for promotional code discounts. We have credited the original shipping and handling for the Laptop as a courtesy and the credit will be reflected on a future billing.
On December 9, 2015, Mr. [redacted]'s monthly billing statement was sent to the address we have on file for him. The minimum payment due by January 5, 2016 was $69.99. We did not receive the payment and a late fee was assessed per the terms and conditions Mr. [redacted] agreed to at the time he opened the account.
On January 11, 2016 Mr. [redacted] spoke to an agent in our Billing Department and inquired about the Laptop. The agent advised Mr. [redacted] that the Laptop had been credited and offered to take a payment to bring the account current so Mr. [redacted] could reorder the Laptop. Mr. [redacted] requested his account to be closed and the agent closed the account per Mr. [redacted]'s request.
Mr. [redacted] attempted to place an order on January 13, 2016 and on January 20, 2016 on our website. The orders were unable to process due to the account being closed. Mr. [redacted] also requested no further letters or phone calls from us. Per his request a Cease and Desist was placed on his account. A confirmation letter for the Cease and Desist was mailed to Mr. [redacted] at the address we have on file on January 12, 2016.
On January 21, 2016 a payment was received of $64.99. Since the minimum payment due was $69.99 the account is still past due. It is important to make the minimum payment by the due date each month to avoid late fees.
Additionally, due to Mr. [redacted]'s account being closed, we cannot place any further orders on his account and we are unable to send the Laptop.
We have received the faxes Mr. [redacted] sent to us on January 14, 2016 and January 19, 2016 regarding this issue and we will send a copy of this letter in response directly to the address we have on file for Mr. [redacted].
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
On 12/**/15, a Verizon customer service representative discussed the contract renewal and bill with the customer. The representative explained that the 12 month discount of $30 expired November 2014 and the HBO discount had expired. The representative also offered the customer...
free HBO for 12 months, a $19.99 discount. The customer accepted. The customer was advised that the estimated monthly recurring charges for service is $216. We apologize for the inconvenience that this matter has caused [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:
When I spoke with Sheryl yesterday, she said she will not know if it is resolved until the next billing statement which is 3/** and posts 3/**. Furthermore, although I was credited $3.50 it was credited to my phone account which now has a huge credit of about $91.00. I have BEEN UNABLE to apply that credit to my Fios account. Until the accounts are merged and that credit is applied to my FIOS bill, this will remain open. I spoke with [redacted] by phone last week requesting that this stay open until it is resolved. I heard last month that they were merged and it is not reflected on my account. Furthermore, Sheryl stated she would not know until next month. So how is it resolved? The treatment that I received was awful and it doesn't appear [redacted] will be penalized for her outlandish behavior. Therefore, until I see my accounts merged and the credit applied this is not resolved. I will not be laying out the $3.50 anymore and will not longer be calling customer service 7 times per month. Sheryl said she will deal with the issues if it is not merged after the bill is posted.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION December 20, 2016...
...⇄ # [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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates she intended to place an order and verified that her address was missing the apartment number. Ms. [redacted] states she spoke with an agent that advised her someone would contact her back and took all the information for her order and the coupon code. Ms. [redacted] states she never received a call back and that she contacted us several times over a two week period and has not yet received credit for the coupon code or the sale prices. Ms. [redacted] is requesting credit for all the coupon codes and the sale prices for the items during Black Friday weekend. Our records indicate Ms. [redacted] placed an order on September 26, 2016 for a Ninja Coffee Bar. At the time the order was placed a promotion code was used for 10% off the cash price of the item. The order was placed on our website and was shipped to the address Ms. [redacted] entered when she placed the order. Ms. [redacted] contacted us on October 11, 2016 and advised us she did not receive the order. The agent updated Ms. [redacted]’s address per her request. An “affidavit of merchandise not received” was sent to Ms. [redacted] and upon receiving the completed affidavit we completed our investigation and credit was issued in the amount of $256.98 to her account. On November 23, 2016 Ms. [redacted] contacted us regarding her address and since additional verification was needed before the change of address could be completed the agent referred a message to our Fraud Department. When our Fraud Department attempted to contact Ms. [redacted] on November 25, 2016 at the phone number she provided, the agent got a recording that the phone number was disconnected. A letter was sent to the address we had on file for Ms. [redacted] the same day. On November 30, 2016 Ms. [redacted] contacted us again to place her order, however, since the additional verification had not yet been completed the agent transferred Ms. [redacted] to our Fraud Department. Since our intitial attempts to verify Ms. [redacted] at the updated address were unsuccessful, we requested Ms. [redacted] to send additional information to verify the change of address. We received the documentation needed to complete the change of address the same day and the address was updated. When Ms. [redacted] attempted to place the order with an agent, however, due to the length of time that had passed, the prices on some of the items and some of the coupon codes were no longer valid. The agent referred a message to a specialist and requested the promotion code to be applied for the Ninja Coffee Bar. This discount of 10% was applied to the new order of the Ninja Bar placed on November 30, 2016 per Ms. [redacted]’s request. Please understand, it is the responsibility of our customer to ensure we have the correct contact information on their account to avoid delays. Additionally, only one promotion code may be used per order. Since Ms. [redacted] received the discount on the Ninja Coffee Bar of $26.00, as a courtesy, we will honor one additional promotion code to be used on the order. Since the amount of the shipping and handling credit was a bigger benefit to Ms. [redacted] than the $50.00 off an order of $200.00 or more we have issued credit for the shipping and handling charges of $53.95 on Ms. [redacted]’s order. We also honored the price difference on the pillows Ms. [redacted] ordered due to the sale price during Black Friday which resulted in $15.00 credit being issued for each of the two pillows. The credits issued on Ms. [redacted]’s account will be reflected on a future billing statement. No other items ordered by Ms. [redacted] were discounted during our Black Friday sale timeframe. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’s expectations. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 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 find that this resolution is satisfactory to me. I am sending the drone back to them for a refund. I shall follow up if no action is taken upon receipt of the item. Thank you for your time and concern,[redacted]
Our records show that the change from Select HD to Ultimate was placed via remote control on 03/**/15. The customer was charged $5.99 for the router for 5 months, October 2014 through February 2015 bills. A billing representative issued a credit of $29.95 for these router charges...
for 5 months.