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:
The executive who called was not even aware of the change to VOD. She had to call back the following week because she said she had to get to TV to see what I was talking about. She is stating that the customer has to pay to watch a network tv show on demand . I already pay for cable, a ridiculous amoiunt. There is no rhyme or reason for the random channels they choose to charge for nor is there a listing of what channela they charge for. Why am I oaying to watch an abc show? I pay for cable that has ABC. Why do I have to pay again to watch to watch the rerun of a show? Again no notice to customers of the change in the disply of the VOD screen/format and no notice that oh now we are going to charge you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We spoke with [redacted] on July *, 2015 in regards to her inquiry. We did acknowledge that there was a $15.00 credit that was applied to her account. We have issued credit for the remote controls that were shipped to her as well. We have reviewed her account and charges that will appear on her Verizon statement.
This customer’s service was suspended in 12/2016. The company placed an order to reinstate service however, the order failed to process the restoral. After joint efforts with Verizon and Verizon Wireless the order was corrected and service was restored. Calls to confirm working service, made on 1/**/17 and 1/**/17, were unsuccessful. The customer was left message providing direct contact information should there be additional concerns. The customer will receive credit for the outage in the monthly bill.
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 becI CHANGED THE ROUTER NUMEROUS SINCE I HAD THIS VERIZON INTERNET SERVICE I HAVE CALLED NUMEROUS TIMES WITH MY COMPLIANT OF HAVING TO REBOOT THE ROUTER ALMOST EVERY DAY SINCE I HAD THIS SERVICE THE MANGER/SUPERVISOR CAN LOOK BACKT THRU MY ACCOUNT AND NOTICE ALL THE NUMEROUS TIMES I HAVE CALLED FOR RESOLUTION THIS IS BECOMING A PROBLEM AND I AM PAYING FOR EACH MONTH IF A RESOLUTION CAN NOT BE MADE I WILL CHANGE MY MY SERVICE TO ANOTHER PROVIDER. WHY AM I NEED RECEIVING COMMUNICATION VIA EMAIL AND THIS IS THE INTERNET SERVICE THAT I AM TRYING TO FIND SOLUTIONS FOR PLEASE CONTACT ME VIA EMAIL I AM TIRED OF PAYING FOR THIS SERVICE EVERY MONTH AND NOT GETTING WHAT I AM PAYING FOR I WILL FILE A COMPLAINT WITH THE FCC AND OTHER AGENCIES THAT ARE LIAISON FOR CUSTOMERS.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Subsequent to receipt of the complaint, I contacted [redacted] and apologized for his concern. I ensured I would have a Verizon Fiber Solutions Center representative contact him regarding his issue between 11AM and 3PM, Friday, September **, 2017. Today, September **, 2017, a Fiber...
Solutions Center representative spoke to [redacted]. It was determined that he has two issues. First, involves wireless interference in his Manhattan apartment building. There are multiple devices emitting signals that interfere with his router. The representative explained to the customer that he can view the interference through His DOS program. The representative also advised his about the My FIOS APP wifi analyzer. The customer also claimed to have a defective Ipad. With regard to his router, it has been up and active for over nine (9) days without any issues other than the wireless problems already discussed. I also authorized a three-week courtesy credit totaling $73.50 on the customer’s account that will appear on his next billing statement.
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
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.
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to contact me; they are liars because I spoke with the Representatives on several occasions and finally the one who admitted the error who transferred me to ROD EID [redacted] then Jesus who also agreed with my situation with Fingerhut advised me that they would correct the error on Credit Report and the Fees which I see they did but my balance was $22.10 when I paid on line the additional was the late fee which I was told was $45.00 per occurrence? While on-line states one thing that is what should be honored.
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.Respects,Mrs. L. [redacted]
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
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 her service being incorrectly terminated.
Please be advised that after reviewing [redacted]...
account,
our Billing Investigation Team was able to speak with her on April **, 2017. To correct the billing error we
were able to adjust [redacted] balance between the dates of March **, 2017
to April **, 2017. We also have set a follow up on her account to confirm the final
bill is sent out correctly.
We trust that this information will assist you in
the closing of this complaint. We apologize for any inconvenience that Rocio Fujihara has experienced as a result of the above matter.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding Verizon repairing their internet service. The consumer contacted Verizon on 8/*/17 to report trouble with their internet service. Verizon dispatched a...
technician to the consumer’s home on 8/**/17 who repaired the service. On 8/**/17 Verizon spoke with the consumer and they confirmed service is now working properly. The consumer will receive an out of service credit for $29.33 that will appear on their 9/**/17 billing statement. The consumer has our contact information should they have any further concerns.
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]
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) */
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account.
Mr. [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit report. Mr. [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees.
According to our records, on October 11, 2013, Mr. [redacted] set up 15 electronic payments to process for the monthly minimum amount due from October 13, 2013 to December 13, 2014. These payments were set up without an agent's assistance on the Fingerhut website.
On January 8, 2015 a letter reminding Mr. [redacted] to make a payment was mailed to the address he provided with this complaint.
Letters were also mailed to Mr. [redacted] on January 20, 2015, February 3, 2015 and February 18, 2015 advising him to contact Fingerhut to make a payment.
Mr. [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed.
According to the call log for phone number 817-793-8098 associated with Mr. [redacted]'s account, Fingerhut made numerous attempts to reach Mr. [redacted] between January 19, 2015 and February 25, 2015 but we were unsuccessful in speaking with Mr. [redacted].
On February 26, 2015, Mr. [redacted] made a payment for $74.97 on the Fingerhut.com website which brought his account current. Unfortunately, his account was reported as thirty days late to the credit bureaus on February 17, 2015 because no payment had been received since December 13, 2014.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
As a courtesy, a $37.00 late fee charged to Mr. [redacted] on February 13, 2015 was credited to his account. This credit will be visible on his June 17, 2015 statement.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept these terms, because I feel like the biggest problem was not addressed. Yes I set up automatic payments for my account to be deducted for actually over a year. The major problem is that I was not sent out any notification that my automatic payment expired. If I would have been informed of this, I would have renewed it, thus causing me not fall behind on my payment. My account has always been paid automatically. I would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset with. I have been a loyal customer who has ALWAYS made my payments on time. Until that is, my automatic payments expired. Automatic payments should not expire unless the customer has a change in account information or just volunteer to stop the payments. If I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustments. Furthermore, I did not receive any messages from fingerhut concerning my bill. I did receive numerous phone calls about my credit limit being increased. As a business, you have an obligation to make sure that your customers are informed about expiring automatic payments. If you would like your customers to stay in good standing. By not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying items. I am so disappointed that the main issue was not addressed. What do you do to remind customers that their automatic payments expire? The $37 dollar credit was not a satisfactory settlement. This has cost me thousands with my credit cards and over a hundred points with my credit score. I am wondering how many other people this as effected in the same way.
Final Business Response /* (4000, 9, 2015/06/29) */
CONFIDENTIAL COMMUNICATION
June 25, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are responding to a second inquiry received from your office regarding Mr. [redacted]'s WebBank/Fingerhut credit account.
In Mr. [redacted]'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired.
Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr. [redacted].
Letters
o Five letters mailed between January 8, 2015 and February 28, 2015.
Monthly Statements
o Sent electronically until December 17, 2014.
o Mailed on January 17, 2015 and February 17, 2015.
o Sent electronically on March 17, 2015 to current.
Phone calls
o Contact was attempted on January 15, 2015 and January 16, 2015.
o Forty seven outbound calls were attempted between January 19, 2015 and February 25, 2015.
Please note that Mr. [redacted] had access to review his account online as well.
Fingerhut's goal is to provide professional customer service in all interactions. We apologize if we have fallen short of Mr. [redacted]'s expectations.
Sincerely,
[redacted]
Executive Care Team
KD/sjj
CONFIDENTIAL COMMUNICATION July 21, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her bank has verified no changes have been made to account numbers and that based upon this information she would like her credit file to be updated. As stated previously, we do not know the reason why Ms. [redacted]’s bank did not accept the payments. In order for us to further investigate her concerns, we need to receive verification from Ms. [redacted]’s financial institution that there have been no changes made to the bank routing number, bank name, or to Ms. [redacted]’s banking account information or number. This verification may be completed by Ms. [redacted]’s financial institution and submitted to us by mail or by fax on the financial institution’s letterhead. If by mail, please send to Executive Care Team Attn: Becky [redacted] Saint Cloud, MN. 56303 or by fax to ###-###-#### Attn: Becky. As a reminder, Ms. [redacted] should include her 10-digit cr with the documentation she receives from her financial institution. Once received, we will investigate further. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department 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 potentially satisfactory to me and the matter has been resolved, basically nothing can be done.Here's hoping for more competition in this industry.
Sincerely,
[redacted]
In response to this customer's complaint Verizon was able to Identify that this customer's account is for Verizon Long Distance. Verizon (the local provider) reps are unable to locate that type account. The number listed on the customer's bill, ###-###-####, is the number for the customer to...
discuss his account. On 3/**/17, Verizon Long Distance was contacted on the customer's behalf. The account was closed as of 3/**/17 and a final bill will be issued in 15-30 days.
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:
After receiving a bill for the improper amount I have emailed the company twice to ensure it will be corrected and I have yet to receive a response from the company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The case was sent to the Fiber Solutions Center (FSC) for review.On 1/**/18, a specialist called and left a message for the customer, providing the reason for his call. Testing indicates that all is working well now. 1/**/18, a second attempt was made to reach the customer, and another message...
was left. Company records indicate that a ticket for a field dispatch was opened and a technician went out at 8:00 am yesterday and completed the job to restore service. The customer's modem would not power-up, so it was replaced. No further assistance is needed.
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:
The executive who called was not even aware of the change to VOD. She had to call back the following week because she said she had to get to TV to see what I was talking about. She is stating that the customer has to pay to watch a network tv show on demand . I already pay for cable, a ridiculous amoiunt. There is no rhyme or reason for the random channels they choose to charge for nor is there a listing of what channela they charge for. Why am I oaying to watch an abc show? I pay for cable that has ABC. Why do I have to pay again to watch to watch the rerun of a show? Again no notice to customers of the change in the disply of the VOD screen/format and no notice that oh now we are going to charge you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We spoke with [redacted] on July *, 2015 in regards to her inquiry. We did acknowledge that there was a $15.00 credit that was applied to her account. We have issued credit for the remote controls that were shipped to her as well. We have reviewed her account and charges that will appear on her Verizon statement.
This customer’s service was suspended in 12/2016. The company placed an order to reinstate service however, the order failed to process the restoral. After joint efforts with Verizon and Verizon Wireless the order was corrected and service was restored. Calls to confirm working service, made on 1/**/17 and 1/**/17, were unsuccessful. The customer was left message providing direct contact information should there be additional concerns. The customer will receive credit for the outage in the monthly bill.
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 becI CHANGED THE ROUTER NUMEROUS SINCE I HAD THIS VERIZON INTERNET SERVICE I HAVE CALLED NUMEROUS TIMES WITH MY COMPLIANT OF HAVING TO REBOOT THE ROUTER ALMOST EVERY DAY SINCE I HAD THIS SERVICE THE MANGER/SUPERVISOR CAN LOOK BACKT THRU MY ACCOUNT AND NOTICE ALL THE NUMEROUS TIMES I HAVE CALLED FOR RESOLUTION THIS IS BECOMING A PROBLEM AND I AM PAYING FOR EACH MONTH IF A RESOLUTION CAN NOT BE MADE I WILL CHANGE MY MY SERVICE TO ANOTHER PROVIDER. WHY AM I NEED RECEIVING COMMUNICATION VIA EMAIL AND THIS IS THE INTERNET SERVICE THAT I AM TRYING TO FIND SOLUTIONS FOR PLEASE CONTACT ME VIA EMAIL I AM TIRED OF PAYING FOR THIS SERVICE EVERY MONTH AND NOT GETTING WHAT I AM PAYING FOR I WILL FILE A COMPLAINT WITH THE FCC AND OTHER AGENCIES THAT ARE LIAISON FOR CUSTOMERS.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Subsequent to receipt of the complaint, I contacted [redacted] and apologized for his concern. I ensured I would have a Verizon Fiber Solutions Center representative contact him regarding his issue between 11AM and 3PM, Friday, September **, 2017. Today, September **, 2017, a Fiber...
Solutions Center representative spoke to [redacted]. It was determined that he has two issues. First, involves wireless interference in his Manhattan apartment building. There are multiple devices emitting signals that interfere with his router. The representative explained to the customer that he can view the interference through His DOS program. The representative also advised his about the My FIOS APP wifi analyzer. The customer also claimed to have a defective Ipad. With regard to his router, it has been up and active for over nine (9) days without any issues other than the wireless problems already discussed. I also authorized a three-week courtesy credit totaling $73.50 on the customer’s account that will appear on his next billing statement.
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
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.
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to contact me; they are liars because I spoke with the Representatives on several occasions and finally the one who admitted the error who transferred me to ROD EID [redacted] then Jesus who also agreed with my situation with Fingerhut advised me that they would correct the error on Credit Report and the Fees which I see they did but my balance was $22.10 when I paid on line the additional was the late fee which I was told was $45.00 per occurrence? While on-line states one thing that is what should be honored.
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.Respects,Mrs. L. [redacted]
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
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 her service being incorrectly terminated.
Please be advised that after reviewing [redacted]...
account,
our Billing Investigation Team was able to speak with her on April **, 2017. To correct the billing error we
were able to adjust [redacted] balance between the dates of March **, 2017
to April **, 2017. We also have set a follow up on her account to confirm the final
bill is sent out correctly.
We trust that this information will assist you in
the closing of this complaint. We apologize for any inconvenience that Rocio Fujihara has experienced as a result of the above matter.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding Verizon repairing their internet service. The consumer contacted Verizon on 8/*/17 to report trouble with their internet service. Verizon dispatched a...
technician to the consumer’s home on 8/**/17 who repaired the service. On 8/**/17 Verizon spoke with the consumer and they confirmed service is now working properly. The consumer will receive an out of service credit for $29.33 that will appear on their 9/**/17 billing statement. The consumer has our contact information should they have any further concerns.
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]
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) */
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account.
Mr. [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit report. Mr. [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees.
According to our records, on October 11, 2013, Mr. [redacted] set up 15 electronic payments to process for the monthly minimum amount due from October 13, 2013 to December 13, 2014. These payments were set up without an agent's assistance on the Fingerhut website.
On January 8, 2015 a letter reminding Mr. [redacted] to make a payment was mailed to the address he provided with this complaint.
Letters were also mailed to Mr. [redacted] on January 20, 2015, February 3, 2015 and February 18, 2015 advising him to contact Fingerhut to make a payment.
Mr. [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed.
According to the call log for phone number 817-793-8098 associated with Mr. [redacted]'s account, Fingerhut made numerous attempts to reach Mr. [redacted] between January 19, 2015 and February 25, 2015 but we were unsuccessful in speaking with Mr. [redacted].
On February 26, 2015, Mr. [redacted] made a payment for $74.97 on the Fingerhut.com website which brought his account current. Unfortunately, his account was reported as thirty days late to the credit bureaus on February 17, 2015 because no payment had been received since December 13, 2014.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
As a courtesy, a $37.00 late fee charged to Mr. [redacted] on February 13, 2015 was credited to his account. This credit will be visible on his June 17, 2015 statement.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept these terms, because I feel like the biggest problem was not addressed. Yes I set up automatic payments for my account to be deducted for actually over a year. The major problem is that I was not sent out any notification that my automatic payment expired. If I would have been informed of this, I would have renewed it, thus causing me not fall behind on my payment. My account has always been paid automatically. I would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset with. I have been a loyal customer who has ALWAYS made my payments on time. Until that is, my automatic payments expired. Automatic payments should not expire unless the customer has a change in account information or just volunteer to stop the payments. If I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustments. Furthermore, I did not receive any messages from fingerhut concerning my bill. I did receive numerous phone calls about my credit limit being increased. As a business, you have an obligation to make sure that your customers are informed about expiring automatic payments. If you would like your customers to stay in good standing. By not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying items. I am so disappointed that the main issue was not addressed. What do you do to remind customers that their automatic payments expire? The $37 dollar credit was not a satisfactory settlement. This has cost me thousands with my credit cards and over a hundred points with my credit score. I am wondering how many other people this as effected in the same way.
Final Business Response /* (4000, 9, 2015/06/29) */
CONFIDENTIAL COMMUNICATION
June 25, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are responding to a second inquiry received from your office regarding Mr. [redacted]'s WebBank/Fingerhut credit account.
In Mr. [redacted]'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired.
Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr. [redacted].
Letters
o Five letters mailed between January 8, 2015 and February 28, 2015.
Monthly Statements
o Sent electronically until December 17, 2014.
o Mailed on January 17, 2015 and February 17, 2015.
o Sent electronically on March 17, 2015 to current.
Phone calls
o Contact was attempted on January 15, 2015 and January 16, 2015.
o Forty seven outbound calls were attempted between January 19, 2015 and February 25, 2015.
Please note that Mr. [redacted] had access to review his account online as well.
Fingerhut's goal is to provide professional customer service in all interactions. We apologize if we have fallen short of Mr. [redacted]'s expectations.
Sincerely,
[redacted]
Executive Care Team
KD/sjj
CONFIDENTIAL COMMUNICATION July 21, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her bank has verified no changes have been made to account numbers and that based upon this information she would like her credit file to be updated. As stated previously, we do not know the reason why Ms. [redacted]’s bank did not accept the payments. In order for us to further investigate her concerns, we need to receive verification from Ms. [redacted]’s financial institution that there have been no changes made to the bank routing number, bank name, or to Ms. [redacted]’s banking account information or number. This verification may be completed by Ms. [redacted]’s financial institution and submitted to us by mail or by fax on the financial institution’s letterhead. If by mail, please send to Executive Care Team Attn: Becky [redacted] Saint Cloud, MN. 56303 or by fax to ###-###-#### Attn: Becky. As a reminder, Ms. [redacted] should include her 10-digit c
r with the documentation she receives from her financial institution. Once received, we will investigate further. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department 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 potentially satisfactory to me and the matter has been resolved, basically nothing can be done.Here's hoping for more competition in this industry.
Sincerely,
[redacted]
In response to this customer's complaint Verizon was able to Identify that this customer's account is for Verizon Long Distance. Verizon (the local provider) reps are unable to locate that type account. The number listed on the customer's bill, ###-###-####, is the number for the customer to...
discuss his account. On 3/**/17, Verizon Long Distance was contacted on the customer's behalf. The account was closed as of 3/**/17 and a final bill will be issued in 15-30 days.
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:
After receiving a bill for the improper amount I have emailed the company twice to ensure it will be corrected and I have yet to receive a response from the company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The case was sent to the Fiber Solutions Center (FSC) for review.On 1/**/18, a specialist called and left a message for the customer, providing the reason for his call. Testing indicates that all is working well now. 1/**/18, a second attempt was made to reach the customer, and another message...
was left. Company records indicate that a ticket for a field dispatch was opened and a technician went out at 8:00 am yesterday and completed the job to restore service. The customer's modem would not power-up, so it was replaced. No further assistance is needed.