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.
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
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 only received one message on my cell phone, which they called during the day while I was at work. Unfortunately I stated numerous times, that I cannot take personal calls at work. I did however contact them back at the number left on my voicemail [redacted] am waiting for a return call. Until I speak with them to actually resolve, I still need this open. If they do in fact resolve, I will inform you immediately. Thank you for your help.Sincerely,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
2016 ...⇄ Revdex.com of Minnesota �...⇄ # 3[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states an order was placed needing a down payment of $30.00. Mr. [redacted], cancelled the order, and requested the $30.00 not be taken out of his account. A representative stated the order was cancelled and he would not be charged. The $30.00 was still taken, causing overdraft fees onto Mr. [redacted]’s personal account. Mr. [redacted] is requesting the $30.00 back and that he be compensated for the late fees charged. After reviewing Mr. [redacted]’s account, we show that while the order was canceled, the scheduled down payment was not, and the $30.00 down payment was still taken. We have refunded this to Mr. [redacted] on December 15, 2016. The down payment was still taken, because future scheduled down payments are not cancelled when the order is cancelled within our system. These need to be requested for cancelation separately, by our representatives. We apologize that did not happen in this instance. We are willing to reimburse late fee charges Mr. [redacted] received due to the down payment being taken from the account, as the correct procedure was not followed, when cancelling the order. We are requesting Mr. [redacted] fax us a copy of the bank statement that reflects the debit of the $30.00 down-payment and the corresponding overdraft fee to ###-###-#### ATTN: Executive Care Team – Becky. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may need further assistance, we recommend he contact our Customer Service office at ###-###-#### between the hours of 8:00 a.m. and 8:00 p.m., Monday – Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is 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]
Records indicate a billing representative spoke with the customer to advise should she remove Showtime/Starz and Sports packages she will lose bundle discounts; resulting in a $40 increase. The customer requested no changes be made on the account.
Please be advised the local supervisor, [redacted] and the technician dispatched to the location today to meet with [redacted]. The technician set up everything as per the landlord’s instructions. [redacted] will have the repairs made and will later send the invoice to [redacted] for...
reimbursement. We apologize for the inconvenience this matter has caused. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
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.
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
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...
Verizon Appeals representative called and spoke with [redacted] on 7/**/15 went over channels he currently has. He has most of what he needs but missing a few, doesn't know exactly which ones but his wife does. Went over the service he had back in November 2014. It was FDV- Prime 75/75 for $129.99....
[redacted] now has Select 50/50FDV for $99.99. The representative went over the different options & custom TV. [redacted] didn't think that would work. The representative offered [redacted] a Triple Play with FDV 75/75 and Preferred TV for $129.99, with one box and adapter. [redacted] still has free premium until November 2017. The Triple Play for $147.97 plus taxes and fees total approximately $170.01. [redacted] was advised the first bill will have pro rated charges and charges for a remote he had purchased. [redacted] understands. [redacted] was advised to check for an email confirmation and to check his new channel line up. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
Initial Business Response /* (1000, 5, 2015/11/30) */
CONFIDENTIAL COMMUNICATION
November 27, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased an alcove Microwave Pantry on August 11, 2015. Ms. [redacted] contacted Fingerhut on November 23, 2015 stating she was missing four of the hinges. At this time she was told it was over the 90 day period, and we would not be able to send the hinges.
On November 27, 2015 a representative attempted to call Ms. [redacted] to inform her that the inner and outer hinges are attached together with a small screw, and that, with this information, she should check her item again as she should have received all of the hinges.
If Ms. [redacted] reviews her item and still has not been able to locate the additional hinges, she should call Fingerhut Customer Service at [redacted], Monday through Friday 8AM-8PM Central Standard Time.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
...⇄ # [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
Please be advised, the December 2017 billing statement has generated. The statement reflects the consumers name only. We again apologize for any inconvenience caused surrounding this matter. An email has been forwarded to the consumer to advise of this information as well. Direct contact information has also been provided should the consumer have any additional questions/concerns regarding this matter.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding their FiOS bundle price and the return of their $250.00 security deposit. The consumer advised they were told their bundle price would be $144.02 for 2 years. The...
consumer established their FiOS account on 8/*/15 and Verizon sent the consumer a confirmation email on 8/*/15 with the details of their FiOS bundle including pricing. The consumer’s bundle for the first year was $79.99, they were receiving a $10.00 discount that was valid for 12 months. After the first year the FiOS bundle went to $89.99. In addition to the cost of the bundle the consumer has an international calling plan and they are billed for the FiOS equipment plus taxes and surcharges. The consumer received $75.00 in discounts for the first year and then it was reduced to $65.00 in discounts for the second year. The consumer’s contract with Verizon expires 8/*/17. The consumer’s $250.00 security deposit has not been refunded due to delinquent payments. If a deposit has not been refunded on an active account because of delinquent payments, a 30 day recurring systematic review takes place until the deposit refund criteria is met for a maximum of 3 years. At the 3 year anniversary of the account deposits are refunded regardless of payment history. The account is up for review again on 7/**/17. Verizon spoke with the consumer to review their billing concerns, the consumer disagrees with the information provided. The consumer’s bill is correct and all charges are sustained.
Upon receipt of the rebuttal, the case was sent back to the Network Transformation (NT) team.A Project Manager (PM) has spoken with [redacted] on two occasions and addressed his concerns. We are making a change to his original migration order which will include regulated fiber (FTTP) voice and FIOS internet. The manager will also follow up with him when the migration is complete to ensure he is satisfied.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have received my refund check. Thank you.
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:
There's no physical block to the building. First they tried claiming that it's the train tracks that are blocking, but the next door building, just 100 feet away from ours is on the same side of the tracks as us, and is eligible for fios.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/17) */
CONFIDENTIAL COMMUNICATION
August 14, 2015
Revdex.com of Minnesota # XXXXXXXXXX
[redacted] S [redacted] XXXXX
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.
Our records confirm an order was placed on September 20, 2014 for a Breville 2 Speed Juice Fountain for $199.98. The item was then returned on October 28, 2014, and the account was credited $170.04 which was the full cost of the item, minus the shipping and handling.
As our return policy states, "The original Shipping and Handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error." This item was returned due to Mr. [redacted] not liking the product. For this reason, he would have been responsible for the shipping charges.
When an order is shipped a billing statement is generated. Our records indicate that the first billing statement was printed and mailed to Mr. [redacted] on September 28, 2014 with a minimum payment due by October 17, 2014. We did not receive a payment from Mr. [redacted]. According to the terms and conditions that Mr. [redacted] agreed to when he opened the account, late fees may be assessed if the minimum payment due is not received by the due date. Because the payment was not received, Mr. [redacted]'s account became past due.
Our records indicate that due to severe delinquency, Mr. [redacted]'s Webbank/Fingerhut Advantage Credit Account was charged off on April 24, 2015, with a balance owing of $113.43, and then sold to [redacted] on May 28, 2015.
For any further assistance Mr. [redacted] should need regarding this debt, he should contact [redacted] at X-XXX-XXX-XXXX.
Thank you for allowing us to explain and assist.
Sincerely,
[redacted]
VF/KS
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.
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
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 only received one message on my cell phone, which they called during the day while I was at work. Unfortunately I stated numerous times, that I cannot take personal calls at work. I did however contact them back at the number left on my voicemail [redacted] am waiting for a return call. Until I speak with them to actually resolve, I still need this open. If they do in fact resolve, I will inform you immediately. Thank you for your help.Sincerely,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION December 29,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # 3[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states an order was placed needing a down payment of $30.00. Mr. [redacted], cancelled the order, and requested the $30.00 not be taken out of his account. A representative stated the order was cancelled and he would not be charged. The $30.00 was still taken, causing overdraft fees onto Mr. [redacted]’s personal account. Mr. [redacted] is requesting the $30.00 back and that he be compensated for the late fees charged. After reviewing Mr. [redacted]’s account, we show that while the order was canceled, the scheduled down payment was not, and the $30.00 down payment was still taken. We have refunded this to Mr. [redacted] on December 15, 2016. The down payment was still taken, because future scheduled down payments are not cancelled when the order is cancelled within our system. These need to be requested for cancelation separately, by our representatives. We apologize that did not happen in this instance. We are willing to reimburse late fee charges Mr. [redacted] received due to the down payment being taken from the account, as the correct procedure was not followed, when cancelling the order. We are requesting Mr. [redacted] fax us a copy of the bank statement that reflects the debit of the $30.00 down-payment and the corresponding overdraft fee to ###-###-#### ATTN: Executive Care Team – Becky. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may need further assistance, we recommend he contact our Customer Service office at ###-###-#### between the hours of 8:00 a.m. and 8:00 p.m., Monday – Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is 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]
Records indicate a billing representative spoke with the customer to advise should she remove Showtime/Starz and Sports packages she will lose bundle discounts; resulting in a $40 increase. The customer requested no changes be made on the account.
Please be advised the local supervisor, [redacted] and the technician dispatched to the location today to meet with [redacted]. The technician set up everything as per the landlord’s instructions. [redacted] will have the repairs made and will later send the invoice to [redacted] for...
reimbursement. We apologize for the inconvenience this matter has caused. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
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.
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
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.
Verizon Appeals representative called and spoke with [redacted] on 7/**/15 went over channels he currently has. He has most of what he needs but missing a few, doesn't know exactly which ones but his wife does. Went over the service he had back in November 2014. It was FDV- Prime 75/75 for $129.99....
[redacted] now has Select 50/50FDV for $99.99. The representative went over the different options & custom TV. [redacted] didn't think that would work. The representative offered [redacted] a Triple Play with FDV 75/75 and Preferred TV for $129.99, with one box and adapter. [redacted] still has free premium until November 2017. The Triple Play for $147.97 plus taxes and fees total approximately $170.01. [redacted] was advised the first bill will have pro rated charges and charges for a remote he had purchased. [redacted] understands. [redacted] was advised to check for an email confirmation and to check his new channel line up. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
Initial Business Response /* (1000, 5, 2015/11/30) */
CONFIDENTIAL COMMUNICATION
November 27, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased an alcove Microwave Pantry on August 11, 2015. Ms. [redacted] contacted Fingerhut on November 23, 2015 stating she was missing four of the hinges. At this time she was told it was over the 90 day period, and we would not be able to send the hinges.
On November 27, 2015 a representative attempted to call Ms. [redacted] to inform her that the inner and outer hinges are attached together with a small screw, and that, with this information, she should check her item again as she should have received all of the hinges.
If Ms. [redacted] reviews her item and still has not been able to locate the additional hinges, she should call Fingerhut Customer Service at [redacted], Monday through Friday 8AM-8PM Central Standard Time.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
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
Please be advised, the December 2017 billing statement has generated. The statement reflects the consumers name only. We again apologize for any inconvenience caused surrounding this matter. An email has been forwarded to the consumer to advise of this information as well. Direct contact information has also been provided should the consumer have any additional questions/concerns regarding this matter.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding their FiOS bundle price and the return of their $250.00 security deposit. The consumer advised they were told their bundle price would be $144.02 for 2 years. The...
consumer established their FiOS account on 8/*/15 and Verizon sent the consumer a confirmation email on 8/*/15 with the details of their FiOS bundle including pricing. The consumer’s bundle for the first year was $79.99, they were receiving a $10.00 discount that was valid for 12 months. After the first year the FiOS bundle went to $89.99. In addition to the cost of the bundle the consumer has an international calling plan and they are billed for the FiOS equipment plus taxes and surcharges. The consumer received $75.00 in discounts for the first year and then it was reduced to $65.00 in discounts for the second year. The consumer’s contract with Verizon expires 8/*/17. The consumer’s $250.00 security deposit has not been refunded due to delinquent payments. If a deposit has not been refunded on an active account because of delinquent payments, a 30 day recurring systematic review takes place until the deposit refund criteria is met for a maximum of 3 years. At the 3 year anniversary of the account deposits are refunded regardless of payment history. The account is up for review again on 7/**/17. Verizon spoke with the consumer to review their billing concerns, the consumer disagrees with the information provided. The consumer’s bill is correct and all charges are sustained.
Upon receipt of the rebuttal, the case was sent back to the Network Transformation (NT) team.A Project Manager (PM) has spoken with [redacted] on two occasions and addressed his concerns. We are making a change to his original migration order which will include regulated fiber (FTTP) voice and FIOS internet. The manager will also follow up with him when the migration is complete to ensure he is satisfied.
Per Verizon records, line wasdisconnected and billing was stopped as of July.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have received my refund check. Thank you.
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:
There's no physical block to the building. First they tried claiming that it's the train tracks that are blocking, but the next door building, just 100 feet away from ours is on the same side of the tracks as us, and is eligible for fios.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/17) */
CONFIDENTIAL COMMUNICATION
August 14, 2015
Revdex.com of Minnesota # XXXXXXXXXX
[redacted] S [redacted] XXXXX
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.
Our records confirm an order was placed on September 20, 2014 for a Breville 2 Speed Juice Fountain for $199.98. The item was then returned on October 28, 2014, and the account was credited $170.04 which was the full cost of the item, minus the shipping and handling.
As our return policy states, "The original Shipping and Handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error." This item was returned due to Mr. [redacted] not liking the product. For this reason, he would have been responsible for the shipping charges.
When an order is shipped a billing statement is generated. Our records indicate that the first billing statement was printed and mailed to Mr. [redacted] on September 28, 2014 with a minimum payment due by October 17, 2014. We did not receive a payment from Mr. [redacted]. According to the terms and conditions that Mr. [redacted] agreed to when he opened the account, late fees may be assessed if the minimum payment due is not received by the due date. Because the payment was not received, Mr. [redacted]'s account became past due.
Our records indicate that due to severe delinquency, Mr. [redacted]'s Webbank/Fingerhut Advantage Credit Account was charged off on April 24, 2015, with a balance owing of $113.43, and then sold to [redacted] on May 28, 2015.
For any further assistance Mr. [redacted] should need regarding this debt, he should contact [redacted] at X-XXX-XXX-XXXX.
Thank you for allowing us to explain and assist.
Sincerely,
[redacted]
VF/KS