According to our records, the customer placed a disconnect order with an effective date of 9/**/15. The customer's bill cycle was 9/**/16-10/**/16. A credit in the amount of $96.97 was issued to the account on 12/*/16. This adjustment covers the charges that were incurred after the...
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.
Please be advised, Verizon has reviewed the account and made contact with the consumer . Records show on 7/**/17 a Verizon agent issued a courtesy $10 monthly credit to be received for the next 12 consecutive months, due to the consumer advising she was not aware of the $129.99 technician fee. It was explained that the credit was given as a courtesy because of this. Verizon was unable to find any notations regarding credit being issued for WiFi troubles . Also, please note, Verizon guarantees hardwired service only. Verizon does not guarantee Wi-Fi service.
A customer service representative spoke to the customer and apologized for his concerns. They went over his bill and the customer understood that he has always paid a box rental fee. The representative explained the reason the 06/**/17 bill was more is because a $5.00 late payment fee...
was applied. The customer understood and advised he would like to terminate the account since his price will increase by $10.00 due to a bundle discount expiring in August 2017. The representative offered to add another $10 discount thru 07/2019. Customer thanked the representative and had no additional questions.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have been told that a final bill will not be generated until the first few days of next month after which a final refund amount will be determined. From my discussion with the company representative, I believe the resolution will be satisfactory. Because of my past history in dealing with this issue, I am reluctant to declare the issue resolved until the final results are in.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 11, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she has rejected our previous response as she indicates our return policy states that if it is defective she can return it anytime. She is requesting we send her the unit back or refund her account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy applies to all returns including any damaged or defective merchandise. It is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
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.
Verizon Appeals representative spoke with [redacted] who was questioning his monthly bill. The representative confirmed*the bill reflects the $79.00 FiOS TV, Internet & Phone Bundle, FDV, Preferred HD & 50/50, 2 TV Equipment Package $19.98, Quantum TV Enhanced $20.00, $5.00 Quantum...
discount, $9.99 Gateway Router and HBO 50% $9.99 =$133.97 plus taxes approximately $152.87. The representative explained pro-rated charges on the first billing statement. There representative advised there was no free movie package on original order. The representative agreed to credit the activation fee and cancelled the 3rd installment. [redacted] was satisfied. Credit of $46.66 was issued on July **, 2015.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]. The service technician replaced our router and installed the network extender that we purchased. Our Internet speed is much improved. However, there have been several times in the past week when the download speed has been only 0.5MBs again. However, this can be corrected by turning the router off and on again. I informed Veronica at Verizon that we will continue to monitor it.Sincerely, [redacted]
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.
Our records indicate, a Verizon technician visited [redacted] on November *. 2015 and tested the router, from the back port of the router the speed was 6.9 - 7.1mbps. However when the customer did a speed test from his laptop wirelessly he was only getting 1.2 - 1.5mbps. The technician changed the router, disconnected all the peripherals the customer had attached to it and had him check. This time the test showed 6.5 and above. The technician discussed with the customer the fact that adding other Customer Provided Equipment into the router would eat up bandwidth. [redacted] understood and will test adding one at a time and them testing the speed on his laptop to see how much it goes down and do this until he finds out which of he Customer Provided Equipment is using most of the bandwidth resources and manage its use accordingly. A Verizon representative spoke with [redacted] and confirmed that the technician was able to assist with his speed concerns. Credit was previously issued for the price difference of the lower speed. No additional credit is due.
Verizon contacted the customer who provided a copy of theagreement that her bill would be manually credit adjusted by $30.00 per monthfor the next 12 months. Verizon is unable to place an automatic credit in thesystem so a monthly follow up has been made by the business office to issue a $30.00per...
[redacted]Case [redacted] Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon records indicate the June statement reflects a credit of $89.41 was issued back to the disconnect date....
The statement also reflects a past due balance totaling $157.91. The account was also assessed an Early Termination Fee at $160.00, however this was adjusted reducing the balance to $68.50. We successfully reached [redacted] on 9/*/15 to provide the above resolution and he is satisfied. We apologize for any inconvenience this may have caused the customer. We trust this information will assist in closing out this case. Sincerely, [redacted]SW Executive Relations
involuntary unemployed the employer lied to avoid paying unemployment benefits. I have appealed and am awaiting response regarding my appeal to unemployment. I have proof the employer lied. Your denying payment because the employer lied amd claimed is was willfull misconduct is ridiculous. I was wrongfully terminated and I have even contacted lawyers still awaiting response. I do not accept your answer as I did nothing wrong to lose my job they jusr didnt want to pay me stolen overtime wages and vacation time
I am rejecting this response because:
I have already spoken with Virgin mobile. They agree that the unused, unactivated phone returned with receipt from US Post Office dated 2.24.2016 was in same condition as sold to me.I intend to sue in small claims court, if not instructed to return the phone which is not being used to Fingerhut.The damages to my credit will be penalized.The further harassing phone calls from Collections at Fingerhut will be penalized and the amount of the phone will be doubled to $400.[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]
Dr. Z[redacted] received $43.12 credit for the Phone and Internet services issue sustained. In addition, we have added a $20.00 discount for the next 12 months ($240.00 value). This credit will begin on the April **, 2017 billing statement and will end on the bill March **, 2018 billing statement ($240.00 value).
I am rejecting this response because: This is not my account. Please delete this account. There were several accounts opened without my permission.
According to our records, the customer placed a disconnect order with an effective date of 9/**/15. The customer's bill cycle was 9/**/16-10/**/16. A credit in the amount of $96.97 was issued to the account on 12/*/16. This adjustment covers the charges that were incurred after the...
disconnect date.
Per Verizon records, line wasdisconnected and billing was stopped as of July.
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.
Please be advised, Verizon has reviewed the account and made contact with the consumer . Records show on 7/**/17 a Verizon agent issued a courtesy $10 monthly credit to be received for the next 12 consecutive months, due to the consumer advising she was not aware of the $129.99 technician fee. It was explained that the credit was given as a courtesy because of this. Verizon was unable to find any notations regarding credit being issued for WiFi troubles . Also, please note, Verizon guarantees hardwired service only. Verizon does not guarantee Wi-Fi service.
A customer service representative spoke to the customer and apologized for his concerns. They went over his bill and the customer understood that he has always paid a box rental fee. The representative explained the reason the 06/**/17 bill was more is because a $5.00 late payment fee...
was applied. The customer understood and advised he would like to terminate the account since his price will increase by $10.00 due to a bundle discount expiring in August 2017. The representative offered to add another $10 discount thru 07/2019. Customer thanked the representative and had no additional questions.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have been told that a final bill will not be generated until the first few days of next month after which a final refund amount will be determined. From my discussion with the company representative, I believe the resolution will be satisfactory. Because of my past history in dealing with this issue, I am reluctant to declare the issue resolved until the final results are in.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 11, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she has rejected our previous response as she indicates our return policy states that if it is defective she can return it anytime. She is requesting we send her the unit back or refund her account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy applies to all returns including any damaged or defective merchandise. It is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
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.
Verizon Appeals representative spoke with [redacted] who was questioning his monthly bill. The representative confirmed*the bill reflects the $79.00 FiOS TV, Internet & Phone Bundle, FDV, Preferred HD & 50/50, 2 TV Equipment Package $19.98, Quantum TV Enhanced $20.00, $5.00 Quantum...
discount, $9.99 Gateway Router and HBO 50% $9.99 =$133.97 plus taxes approximately $152.87. The representative explained pro-rated charges on the first billing statement. There representative advised there was no free movie package on original order. The representative agreed to credit the activation fee and cancelled the 3rd installment. [redacted] was satisfied. Credit of $46.66 was issued on July **, 2015.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]. The service technician replaced our router and installed the network extender that we purchased. Our Internet speed is much improved. However, there have been several times in the past week when the download speed has been only 0.5MBs again. However, this can be corrected by turning the router off and on again. I informed Veronica at Verizon that we will continue to monitor it.Sincerely, [redacted]
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.
Our records indicate, a Verizon technician visited [redacted] on November *. 2015 and tested the router, from the back port of the router the speed was 6.9 - 7.1mbps. However when the customer did a speed test from his laptop wirelessly he was only getting 1.2 - 1.5mbps. The technician changed the router, disconnected all the peripherals the customer had attached to it and had him check. This time the test showed 6.5 and above. The technician discussed with the customer the fact that adding other Customer Provided Equipment into the router would eat up bandwidth. [redacted] understood and will test adding one at a time and them testing the speed on his laptop to see how much it goes down and do this until he finds out which of he Customer Provided Equipment is using most of the bandwidth resources and manage its use accordingly. A Verizon representative spoke with [redacted] and confirmed that the technician was able to assist with his speed concerns. Credit was previously issued for the price difference of the lower speed. No additional credit is due.
Verizon contacted the customer who provided a copy of theagreement that her bill would be manually credit adjusted by $30.00 per monthfor the next 12 months. Verizon is unable to place an automatic credit in thesystem so a monthly follow up has been made by the business office to issue a $30.00per...
month credit.
[redacted]Case [redacted] Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon records indicate the June statement reflects a credit of $89.41 was issued back to the disconnect date....
The statement also reflects a past due balance totaling $157.91. The account was also assessed an Early Termination Fee at $160.00, however this was adjusted reducing the balance to $68.50. We successfully reached [redacted] on 9/*/15 to provide the above resolution and he is satisfied. We apologize for any inconvenience this may have caused the customer. We trust this information will assist in closing out this case. Sincerely, [redacted]SW Executive Relations
I am rejecting this response because:
I was...
involuntary unemployed the employer lied to avoid paying unemployment benefits. I have appealed and am awaiting response regarding my appeal to unemployment. I have proof the employer lied. Your denying payment because the employer lied amd claimed is was willfull misconduct is ridiculous. I was wrongfully terminated and I have even contacted lawyers still awaiting response. I do not accept your answer as I did nothing wrong to lose my job they jusr didnt want to pay me stolen overtime wages and vacation time
I am rejecting this response because:
I have already spoken with Virgin mobile. They agree that the unused, unactivated phone returned with receipt from US Post Office dated 2.24.2016 was in same condition as sold to me.I intend to sue in small claims court, if not instructed to return the phone which is not being used to Fingerhut.The damages to my credit will be penalized.The further harassing phone calls from Collections at Fingerhut will be penalized and the amount of the phone will be doubled to $400.[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]
Dr. Z[redacted] received $43.12 credit for the Phone and Internet services issue sustained. In addition, we have added a $20.00 discount for the next 12 months ($240.00 value). This credit will begin on the April **, 2017 billing statement and will end on the bill March **, 2018 billing statement ($240.00 value).