Please be advised Verizon placed an order to disconnect the services after [redacted] confirmed via email that he no longer wanted Verizon services. The order was placed September *, 2015 and will credit for services back to August **, 2015 (date of installation) on the final bill. A manual credit was applied for the connection fees as well. This will negate all charges for the account. We trust this provides your office with the information required in this matter. Thank you, Ms. MorseSr. AnalystVerizon Executive Relations
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Customer upgraded account/FIOS TV and was billed $49.99 TV Equipment Upgrade Fee. Customer says that he wasn't made aware...
of fee and wasn't told that he would have prorated + days used charges on the following month's bill. The Equipment Upgrade Fee of $49.99 is a legitimate fee; however, since there aren't any notes advising that [redacted] was told of charge, we removed the upgrade Fee as a courtesy. Verizon went over current billing and he agrees with charges. [redacted] is billed $139.99 Bundle + $31.98 for Ultimate Entertainment Pack + $19.98 for 2 TV Equipment Package + $22 for FiOS Quantum TV - Enhanced Service - $31.98 for Fully Loaded Entertainment Discount thru Mar *, 2017 - $22 for FiOS TV Record & Store Service Credit thru Mar *, 2017 = $159.97 + taxes + VZ Wireless charges monthly. As a courtesy, Verizon adjusted the June Statement in the amount of $25. [redacted] understands and is satisfied with resolution. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, Kevin Verizon SW Executive Relations
I am rejecting this response because:
Gettington has not credited my account, they added $24.36 for a total of $48.72 in late fees. For the record, PNC put the stop payment on the check the supervisor said had not been received. I want all bogus late fees removed from my account. Payment for January will be received on January 6 2017.
Upon receipt of this complaint we made attempts to contact; leaving messages. We wanted to advise [redacted] that because the card that was used was a prepaid card the reversal will be processed as a paper refund check was requested on 8-**-15.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
There were two returned checks. The last payment was made in error a week early and I called and they offered to reverse the payment so I could pay on the day it was due. The problem isn't the checks. I was in a payment agreement and made a payment and because that last payment was reversed at your suggestion your restricted the account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] [redacted]
According to company records the refund due for [redacted] under account# [redacted] was $73.08. This refund was processed on 4/**/16 and sent directly to the customer’s bank account. The customer has been provided contact information should he have additional concerns.
I spoke to [redacted] on 1/**/18. I advised per his previous discussion, Verizon will allow the change of the business accounts to residential accounts as he requested. I advised that Verizon would waive the early termination fee (ETF) when disconnecting the business accounts but the...
residential accounts will be placed in a 2 year term agreement; or he can retain the business accounts with the two-year agreement that was originally accepted. [redacted] alleges that a former employee who did not understand what he was agreeing to, authorized the term agreements and therefore, the accounts should be removed from the term agreements and placed in month to month accounts. The customer was sent order confirmation emails confirming the accounts were business accounts and in two-year agreements and signed off on the orders to place the business accounts in a two-year agreement. Verizon will not waive the ETFs on the accounts if placed in month o month accounts. [redacted] was not satisfied with the resolution.
CONFIDENTIAL COMMUNICATION July 25, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut FreshStart Credit Account for Mr. [redacted]. Mr. [redacted] states he returned a defective vacuum, but had to pay out of pocket to do so. He was told he would be reimbursed, though Mr. [redacted] states he was later denied the reimbursement even after he sent in the return receipt as proof. Also, he wanted an exchange, but it was processed as a return; when he reordered the same item, it was priced higher. Mr. [redacted] requests we honor what he was told and reimburse the $30.25 return shipping he paid. Please see the full and detailed response in the attached letter. Sincerely, Vi [redacted]Executive Care TeamVF/ah
Initial Business Response /* (1000, 5, 2015/07/16) */
CONFIDENTIAL COMMUNICATION
July 16, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We regret to learn of the problem Ms. [redacted] has experienced with the Captain's Bed with Trundle & Storage Drawers that she purchased on September 26, 2014. A two-year Extended Service Plan (ESP) was also purchased for additional coverage on it. The ESP provider is National Extended Warranty (NEW).
We recently obtained records of the interactions that NEW has had with Ms. [redacted] regarding the bed. They advised that Ms. [redacted] telephoned on July 7, 2015 notifying that the manufacturer warranty provider was unable to assist her. For this reason, NEW opened a claim under Ms. [redacted]'s plan as it is currently in effect and eligible for claims processing. Ms. [redacted] was advised to provide them a photo of the bed to be used in determining the eligibility of her claim.
She next telephoned them on July 15, 2015 as to the status of her claim, and the agent advised that it was still pending and awaiting the photo that was previously requested.
Ms. [redacted] should continue to work with NEW in this matter, as the bed can no longer be returned to us for being beyond the maximum 90-day timeframe of our return policy. We appreciate her patience and ongoing cooperation with NEW.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response simply because if something is sold that is poorly made and it is endangering a child, the company should honor the fact that a replacement is deemed necessary. As I said before, I'm not trying to take away business from anyone, I just want restitution for the unjustifiable situation that I am facing. I am in fact working with NEW but as I stated before, if there is no one to help me and I'm continuously getting the runaround, some actions need to take place as a valued customer.
Final Business Response /* (4000, 9, 2015/07/27) */
CONFIDENTIAL COMMUNICATION
July 27, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
Ms. [redacted] is a valued customer and we realize the frustration associated with the situation.
Please understand that applying policies consistently and fairly to all customers is among our top priorities. As stated in our previous response, the warranty claim on Ms. [redacted]'s Captain's Bed is being administered by National Extended Warranty. This is because it did not meet the terms of our return policy (after 90-day return period).
Our return policy is being applied to Ms. [redacted] the same as it would for any other customer with similar circumstances.
As all aspects of Ms. [redacted]'s claim are now entirely within the confines of the warranty provider and beyond our purview, we consider this matter closed; Ms. [redacted]'s best recourse is to continue working with NEW.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; after review of theaccount [redacted] has a double play with FIOS Digital Voice $20.00 +...
150/150Data for $74.99. the rate does not include promotional discounts, taxes orsurcharges. [redacted] references anonline rate, however the rate only applies to stand alone Internetaccount. A Verizon representative reviewed the account with[redacted] whom confirmed all services are billing correctly. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
CONFIDENTIAL COMMUNICATION May 25, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. We have included the account activity, credit application, Terms and Conditions and the last three monthly statements. Ms. [redacted] states that Fingerhut is reporting a credit account which is not hers. Ms. [redacted]’s desired resolution is to have trade line deleted from her credit report. Our records indicate that on February 15, 2007, an application was processed online with Ms. [redacted]’s personally identifiable information. On March 30, 2007 an order was placed with online for a 3 pc Pink Milano EVA Luggage. The merchandise was shipped April 2, 2007 via FedEx to the same address as provided on the application. The last order, totaling $44.94, was placed on August 30, 2011. We have received multiple payments on this account from checking accounts ending in 5883, 1372 and 0841. The name associated with all of the accounts is [redacted]. The last payment, totaling $22.99, was received on September 9, 2011. No further payments were received. The unpaid balance of $2320.31 charged off on March 13, 2012 and the account was sold to Midland Credit Management on January 31, 2013. Based on our research, we received four credit bureau disputes though the credit bureaus, since the account was sold, in which we responded directly to the bureaus on January 21 and 22, 2015, April 28 and May 2, 2016. Equifax and Trans Union are accurately reporting the account as Transferred/Sold or Purchased by Another Lender with a balance of zero. Nothing is reporting to Experian, as Fingerhut did not begin reporting to Experian until October 2013. 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 Ms. [redacted]’s 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. If Ms. [redacted] has questions about what Midland Credit Management may be reporting, she must contact them directly at ###-###-####. We referred Ms. [redacted]’s correspondence to our Credit Risk Department for further review. In order to continue processing a claim of fraudulent account opening, we ask that she complete and return the unordered merchandise affidavit we have sent directly to [redacted], Las Vegas, Nevada 89144 on May 25, 2016. We also ask that Ms. [redacted] file a police report and send both copies to the following address: Fingerhut Attn: Fraud Department [redacted] St. Cloud, MN 56303 Ms. [redacted] may also fax the affidavit and police report to ###-###-#### Attn: Fraud. Please include the customer or account number on the fax so we can locate the account. Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation. If Ms. [redacted] has further questions or concerns during the process, she may contact the Fraud Department at ###-###-####. Their hours are Monday – Friday 8:00am – 6:00pm Central Time. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
CONFIDENTIAL COMMUNICATION
March 23, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are sorry that Ms. [redacted] was told in November of 2015 that her due date would be changed. Our records indicate that on November 25, 2015 while Ms. [redacted] was on the phone with a representative who agreed to change her due date, she hung up before he was able to process this change. We advise it can take one to two billing cycles to be updated however, we show that the due date has remained the 7th of every month and has not changed.
There are no notes indicating a billing date change from our contact with Ms. [redacted] on December 1, 2015, however the note does mention that she would be able to pay on the third of each month. As a courtesy we have waived the last two late fees of $29.98 and $14.99.
Ms. [redacted] has expressed she would like her due date later in the month, but we need to speak to her to make this change. We attempted to contact Ms. [redacted] by phone on March 23, 2016 regarding her inquiry but were unsuccessful. We need Ms. [redacted] to call us at ###-###-#### so we may assist her further. As a reminder, we strongly encourage our customers to make payments on our website or by phone (same day or scheduled future payments) in an effort to avoid the possibility of late payments when mailed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
We spoke with the customer to advise we are in receipt of the complaint. According to our records, the last payment received was in June 2014. Service was disconnected due to non-payment on October *, 2014. There are no notes showing the customer called requesting to disconnect the...
service. The customer was billed an Early Termination Fee and Unreturned Equipment Charges. The equipment was returned and inventoried and the customer was credited for the Unreturned Equipment Charges. The final bill charges are for the months of June, August, September and October and the Early Termination Fee. This information was explained to the customer. The customer will provide documentation showing the move out date. Upon receiving this information from the customer, the account will be discussed with the customer to determine the outcome. The customer has our contact information for future reference.
[redacted] and [redacted]'s refund check for ($160.05) wasprocessed as of October *, 2015. The check will be sent to the customer's current address on file. On October *, 2015, I spoke with [redacted] and I advised that the refund check of $160.05 was processed on October *, 2015. [redacted] confirmed he did receive an email a few days ago advising ofthe check being processed but has not received as yet. I explained I will update the Revdex.com of the status of the check and that I still have a follow up open and will contactthem on October **, 2015 to confirm refund check receipt if I do not hear from them before that date. [redacted]understood.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. No additional information was provided by [redacted] to warrant a change in Verizon’s decision. Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at 1/###-###-####. Thank you, Amy B. Verizon Executive Customer Relations 1/###-###-####
...⇄ # [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 placed an order for 2 daybeds with trundles and when she received the shipment, she received two packages that only contained the sides of the daybeds. She contacted Customer Service and was advised the missing parts would be delivered by December 22, 2016. Ms. [redacted] received a phone call from a supervisor in December 16, 2016 and was advised of an advertising error on the website at the time she placed the order. The supervisor advised Ms. [redacted] she could either return the two packages she received for full credit or she could purchase the other parts of the daybed for $300.00 per bed. Ms. [redacted] is requesting to have the remaining parts of the daybeds sent free of charge. Our records indicate Ms. [redacted] placed an order on December 7, 2016 on our website for 2 of the Springfield Daybeds w/Trundle for a total of $192.38. The items shipped on December 8, 2016 and were delivered shortly after to the address we have on file for Ms. [redacted]. On December 9, 2016 Ms. [redacted] contacted us to advise she only received the sides of the daybeds and was missing the front(s), back(s) and trundle(s). The agent referred this information to our Parts Department to have the missing parts sent to Ms. [redacted]. As a precaution the agent also referred this information to a merchandise specialist for further verification and research of the extensive parts that were missing from the shipment. On December 12, 2016 the merchandise specialist referred their findings for further clarification of Ms. [redacted]’s concerns. Upon the conclusion of the merchandise specialists investigation on December 16, 2016 a supervisor contacted Ms. [redacted] and advised her of the advertising error on our website. The supervisor indicated the item number and pricing on our website was only 1 carton of the 3 separate cartons that make up the complete daybed. Ms. [redacted] requested for the missing cartons to be sent free of charge and the supervisor advised Ms. [redacted] the cartons could not be sent at no cost. We sincerely apologize for any inconvenience this may have caused Ms. [redacted]. To complete Ms. [redacted]’s order for the daybeds we would need to place an order for the missing cartons (2 of QM706 and 2 of QM732). The cost for each of the additional cartons is $129.99 each for a total of $519.96 (4 x $129.99). As a courtesy we will waive the shipping and handling for the remaining cartons. If Ms. [redacted] would like to place the order for the remaining cartons needed she may contact a member of our Executive Care Team at ###-###-#### for assistance with placing the order. If Ms. [redacted] would like to return the cartons she has already received she may do so by using the postage paid return labels that came with the order or she may print the return labels needed directly from our website www.fingerhut.com by clicking on our Return Center link. 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
I was unsuccessful in my attempts to reach [redacted]; however, I advised him via voice mail that I would be providing detailed information regarding his inquiry involving PEG Grant fee and Franchise Related Costs. A local franchise authority may impose a financial obligation on Verizon to support...
public, educational and government programming channels in your local FiOS TV franchise area. Depending upon the specific provisions included in the local franchise agreement between your community and Verizon, the fee is either based on the percentage of FiOS TV revenue generated in your local franchise area, a per subscriber amount, or a lump sum payment. On your bill under Verizon surcharges, you may see any one or all of the following fees: PEG Grant Fee, PEG Support Fee or Franchise Related Costs. Typically, the Franchise Related Costs fee is used to recover lump sum payments made pursuant to a LFA. The PEG Grant Fee and/or PEG Support Fee are typically used to recover continuing payments made to LFAs. Any of these fees may be assessed on either a percentage of revenue or a per subscriber basis. The two accounts listed below are not in the same service area. Account [redacted] is in the [redacted] LFA, account [redacted] is in the [redacted] LFA. As noted above a LFA may have one or more of the following fees, PEG Grant Fee, PEG Support Fee or Franchise Related Costs. [redacted] has a Peg Grant Fee and a Franchise Related Costs fee. [redacted] has a Peg Grant fee and does not have a Franchise Related Costs fee at this time. [redacted]’s PEG Grant Fee is a percentage of revenue and the Franchise Related Cost fee is per subscriber In [redacted] there are two fees because Verizon pays two fees to the LFA. [redacted]’s PEG Grant Fee is a percentage of revenue. The rate for percentage of revenue fees in MA varies from LFA to LFA. The amount subject to tax may vary from to month due to one-time purchases (like VOD or PPV), price changes or changes in services. This is why the amount for fees may be different from LFA to LFA and from month to month within the same LFA.
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.
Please be advised, Verizon has reviewed the consumers account, records reflect Data sevices were inadvertanly removed from the account. In December 2015 Data services were added back onto the account, however in error the Ultimate Entertainment Pack was then removed. The Ultimate package was...
added back onto the account and adjustments totaling $202.68 were applied to the consumers for the multiple issues experienced surrounding the account and inconvenience caused. The consumer has advised she was pomised credit in the amounts of $166 plus an additional $50 , for a total of $216 . On 2/**/16 Verizon issued the remaining $13.32 credit for a total adjustment amount of $216.00. This credit appears on the February 2016 billing statement. Verizon has spoken with the consumer as of 2/**/16 and advised of the additional monies added to the account. Verizon again apologizes for any inconvenience caused surrounding these matters
Please be advised Verizon placed an order to disconnect the services after [redacted] confirmed via email that he no longer wanted Verizon services. The order was placed September *, 2015 and will credit for services back to August **, 2015 (date of installation) on the final bill. A manual credit was applied for the connection fees as well. This will negate all charges for the account. We trust this provides your office with the information required in this matter. Thank you, Ms. MorseSr. AnalystVerizon Executive Relations
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Customer upgraded account/FIOS TV and was billed $49.99 TV Equipment Upgrade Fee. Customer says that he wasn't made aware...
of fee and wasn't told that he would have prorated + days used charges on the following month's bill. The Equipment Upgrade Fee of $49.99 is a legitimate fee; however, since there aren't any notes advising that [redacted] was told of charge, we removed the upgrade Fee as a courtesy. Verizon went over current billing and he agrees with charges. [redacted] is billed $139.99 Bundle + $31.98 for Ultimate Entertainment Pack + $19.98 for 2 TV Equipment Package + $22 for FiOS Quantum TV - Enhanced Service - $31.98 for Fully Loaded Entertainment Discount thru Mar *, 2017 - $22 for FiOS TV Record & Store Service Credit thru Mar *, 2017 = $159.97 + taxes + VZ Wireless charges monthly. As a courtesy, Verizon adjusted the June Statement in the amount of $25. [redacted] understands and is satisfied with resolution. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, Kevin Verizon SW Executive Relations
I am rejecting this response because:
Gettington has not credited my account, they added $24.36 for a total of $48.72 in late fees. For the record, PNC put the stop payment on the check the supervisor said had not been received. I want all bogus late fees removed from my account. Payment for January will be received on January 6 2017.
Upon receipt of this complaint we made attempts to contact; leaving messages. We wanted to advise [redacted] that because the card that was used was a prepaid card the reversal will be processed as a paper refund check was requested on 8-**-15.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
There were two returned checks. The last payment was made in error a week early and I called and they offered to reverse the payment so I could pay on the day it was due. The problem isn't the checks. I was in a payment agreement and made a payment and because that last payment was reversed at your suggestion your restricted the account.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] [redacted]
According to company records the refund due for [redacted] under account# [redacted] was $73.08. This refund was processed on 4/**/16 and sent directly to the customer’s bank account. The customer has been provided contact information should he have additional concerns.
I spoke to [redacted] on 1/**/18. I advised per his previous discussion, Verizon will allow the change of the business accounts to residential accounts as he requested. I advised that Verizon would waive the early termination fee (ETF) when disconnecting the business accounts but the...
residential accounts will be placed in a 2 year term agreement; or he can retain the business accounts with the two-year agreement that was originally accepted. [redacted] alleges that a former employee who did not understand what he was agreeing to, authorized the term agreements and therefore, the accounts should be removed from the term agreements and placed in month to month accounts. The customer was sent order confirmation emails confirming the accounts were business accounts and in two-year agreements and signed off on the orders to place the business accounts in a two-year agreement. Verizon will not waive the ETFs on the accounts if placed in month o month accounts. [redacted] was not satisfied with the resolution.
CONFIDENTIAL COMMUNICATION July 25, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut FreshStart Credit Account for Mr. [redacted]. Mr. [redacted] states he returned a defective vacuum, but had to pay out of pocket to do so. He was told he would be reimbursed, though Mr. [redacted] states he was later denied the reimbursement even after he sent in the return receipt as proof. Also, he wanted an exchange, but it was processed as a return; when he reordered the same item, it was priced higher. Mr. [redacted] requests we honor what he was told and reimburse the $30.25 return shipping he paid. Please see the full and detailed response in the attached letter. Sincerely, Vi [redacted]Executive Care TeamVF/ah
Initial Business Response /* (1000, 5, 2015/07/16) */
CONFIDENTIAL COMMUNICATION
July 16, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We regret to learn of the problem Ms. [redacted] has experienced with the Captain's Bed with Trundle & Storage Drawers that she purchased on September 26, 2014. A two-year Extended Service Plan (ESP) was also purchased for additional coverage on it. The ESP provider is National Extended Warranty (NEW).
We recently obtained records of the interactions that NEW has had with Ms. [redacted] regarding the bed. They advised that Ms. [redacted] telephoned on July 7, 2015 notifying that the manufacturer warranty provider was unable to assist her. For this reason, NEW opened a claim under Ms. [redacted]'s plan as it is currently in effect and eligible for claims processing. Ms. [redacted] was advised to provide them a photo of the bed to be used in determining the eligibility of her claim.
She next telephoned them on July 15, 2015 as to the status of her claim, and the agent advised that it was still pending and awaiting the photo that was previously requested.
Ms. [redacted] should continue to work with NEW in this matter, as the bed can no longer be returned to us for being beyond the maximum 90-day timeframe of our return policy. We appreciate her patience and ongoing cooperation with NEW.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response simply because if something is sold that is poorly made and it is endangering a child, the company should honor the fact that a replacement is deemed necessary. As I said before, I'm not trying to take away business from anyone, I just want restitution for the unjustifiable situation that I am facing. I am in fact working with NEW but as I stated before, if there is no one to help me and I'm continuously getting the runaround, some actions need to take place as a valued customer.
Final Business Response /* (4000, 9, 2015/07/27) */
CONFIDENTIAL COMMUNICATION
July 27, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
Ms. [redacted] is a valued customer and we realize the frustration associated with the situation.
Please understand that applying policies consistently and fairly to all customers is among our top priorities. As stated in our previous response, the warranty claim on Ms. [redacted]'s Captain's Bed is being administered by National Extended Warranty. This is because it did not meet the terms of our return policy (after 90-day return period).
Our return policy is being applied to Ms. [redacted] the same as it would for any other customer with similar circumstances.
As all aspects of Ms. [redacted]'s claim are now entirely within the confines of the warranty provider and beyond our purview, we consider this matter closed; Ms. [redacted]'s best recourse is to continue working with NEW.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; after review of theaccount [redacted] has a double play with FIOS Digital Voice $20.00 +...
150/150Data for $74.99. the rate does not include promotional discounts, taxes orsurcharges. [redacted] references anonline rate, however the rate only applies to stand alone Internetaccount. A Verizon representative reviewed the account with[redacted] whom confirmed all services are billing correctly. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
CONFIDENTIAL COMMUNICATION May 25, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. We have included the account activity, credit application, Terms and Conditions and the last three monthly statements. Ms. [redacted] states that Fingerhut is reporting a credit account which is not hers. Ms. [redacted]’s desired resolution is to have trade line deleted from her credit report. Our records indicate that on February 15, 2007, an application was processed online with Ms. [redacted]’s personally identifiable information. On March 30, 2007 an order was placed with online for a 3 pc Pink Milano EVA Luggage. The merchandise was shipped April 2, 2007 via FedEx to the same address as provided on the application. The last order, totaling $44.94, was placed on August 30, 2011. We have received multiple payments on this account from checking accounts ending in 5883, 1372 and 0841. The name associated with all of the accounts is [redacted]. The last payment, totaling $22.99, was received on September 9, 2011. No further payments were received. The unpaid balance of $2320.31 charged off on March 13, 2012 and the account was sold to Midland Credit Management on January 31, 2013. Based on our research, we received four credit bureau disputes though the credit bureaus, since the account was sold, in which we responded directly to the bureaus on January 21 and 22, 2015, April 28 and May 2, 2016. Equifax and Trans Union are accurately reporting the account as Transferred/Sold or Purchased by Another Lender with a balance of zero. Nothing is reporting to Experian, as Fingerhut did not begin reporting to Experian until October 2013. 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 Ms. [redacted]’s 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. If Ms. [redacted] has questions about what Midland Credit Management may be reporting, she must contact them directly at ###-###-####. We referred Ms. [redacted]’s correspondence to our Credit Risk Department for further review. In order to continue processing a claim of fraudulent account opening, we ask that she complete and return the unordered merchandise affidavit we have sent directly to [redacted], Las Vegas, Nevada 89144 on May 25, 2016. We also ask that Ms. [redacted] file a police report and send both copies to the following address: Fingerhut Attn: Fraud Department [redacted] St. Cloud, MN 56303 Ms. [redacted] may also fax the affidavit and police report to ###-###-#### Attn: Fraud. Please include the customer or account number on the fax so we can locate the account. Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation. If Ms. [redacted] has further questions or concerns during the process, she may contact the Fraud Department at ###-###-####. Their hours are Monday – Friday 8:00am – 6:00pm Central Time. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
CONFIDENTIAL COMMUNICATION
March 23, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are sorry that Ms. [redacted] was told in November of 2015 that her due date would be changed. Our records indicate that on November 25, 2015 while Ms. [redacted] was on the phone with a representative who agreed to change her due date, she hung up before he was able to process this change. We advise it can take one to two billing cycles to be updated however, we show that the due date has remained the 7th of every month and has not changed.
There are no notes indicating a billing date change from our contact with Ms. [redacted] on December 1, 2015, however the note does mention that she would be able to pay on the third of each month. As a courtesy we have waived the last two late fees of $29.98 and $14.99.
Ms. [redacted] has expressed she would like her due date later in the month, but we need to speak to her to make this change. We attempted to contact Ms. [redacted] by phone on March 23, 2016 regarding her inquiry but were unsuccessful. We need Ms. [redacted] to call us at ###-###-#### so we may assist her further. As a reminder, we strongly encourage our customers to make payments on our website or by phone (same day or scheduled future payments) in an effort to avoid the possibility of late payments when mailed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
We spoke with the customer to advise we are in receipt of the complaint. According to our records, the last payment received was in June 2014. Service was disconnected due to non-payment on October *, 2014. There are no notes showing the customer called requesting to disconnect the...
service. The customer was billed an Early Termination Fee and Unreturned Equipment Charges. The equipment was returned and inventoried and the customer was credited for the Unreturned Equipment Charges. The final bill charges are for the months of June, August, September and October and the Early Termination Fee. This information was explained to the customer. The customer will provide documentation showing the move out date. Upon receiving this information from the customer, the account will be discussed with the customer to determine the outcome. The customer has our contact information for future reference.
[redacted] and [redacted]'s refund check for ($160.05) wasprocessed as of October *, 2015. The check will be sent to the customer's current address on file. On October *, 2015, I spoke with [redacted] and I advised that the refund check of $160.05 was processed on October *, 2015. [redacted] confirmed he did receive an email a few days ago advising ofthe check being processed but has not received as yet. I explained I will update the Revdex.com of the status of the check and that I still have a follow up open and will contactthem on October **, 2015 to confirm refund check receipt if I do not hear from them before that date. [redacted]understood.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. No additional information was provided by [redacted] to warrant a change in Verizon’s decision. Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at 1/###-###-####. Thank you, Amy B. Verizon Executive Customer Relations 1/###-###-####
CONFIDENTIAL COMMUNICATION January 5, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates she placed an order for 2 daybeds with trundles and when she received the shipment, she received two packages that only contained the sides of the daybeds. She contacted Customer Service and was advised the missing parts would be delivered by December 22, 2016. Ms. [redacted] received a phone call from a supervisor in December 16, 2016 and was advised of an advertising error on the website at the time she placed the order. The supervisor advised Ms. [redacted] she could either return the two packages she received for full credit or she could purchase the other parts of the daybed for $300.00 per bed. Ms. [redacted] is requesting to have the remaining parts of the daybeds sent free of charge. Our records indicate Ms. [redacted] placed an order on December 7, 2016 on our website for 2 of the Springfield Daybeds w/Trundle for a total of $192.38. The items shipped on December 8, 2016 and were delivered shortly after to the address we have on file for Ms. [redacted]. On December 9, 2016 Ms. [redacted] contacted us to advise she only received the sides of the daybeds and was missing the front(s), back(s) and trundle(s). The agent referred this information to our Parts Department to have the missing parts sent to Ms. [redacted]. As a precaution the agent also referred this information to a merchandise specialist for further verification and research of the extensive parts that were missing from the shipment. On December 12, 2016 the merchandise specialist referred their findings for further clarification of Ms. [redacted]’s concerns. Upon the conclusion of the merchandise specialists investigation on December 16, 2016 a supervisor contacted Ms. [redacted] and advised her of the advertising error on our website. The supervisor indicated the item number and pricing on our website was only 1 carton of the 3 separate cartons that make up the complete daybed. Ms. [redacted] requested for the missing cartons to be sent free of charge and the supervisor advised Ms. [redacted] the cartons could not be sent at no cost. We sincerely apologize for any inconvenience this may have caused Ms. [redacted]. To complete Ms. [redacted]’s order for the daybeds we would need to place an order for the missing cartons (2 of QM706 and 2 of QM732). The cost for each of the additional cartons is $129.99 each for a total of $519.96 (4 x $129.99). As a courtesy we will waive the shipping and handling for the remaining cartons. If Ms. [redacted] would like to place the order for the remaining cartons needed she may contact a member of our Executive Care Team at ###-###-#### for assistance with placing the order. If Ms. [redacted] would like to return the cartons she has already received she may do so by using the postage paid return labels that came with the order or she may print the return labels needed directly from our website www.fingerhut.com by clicking on our Return Center link. 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
I was unsuccessful in my attempts to reach [redacted]; however, I advised him via voice mail that I would be providing detailed information regarding his inquiry involving PEG Grant fee and Franchise Related Costs. A local franchise authority may impose a financial obligation on Verizon to support...
public, educational and government programming channels in your local FiOS TV franchise area. Depending upon the specific provisions included in the local franchise agreement between your community and Verizon, the fee is either based on the percentage of FiOS TV revenue generated in your local franchise area, a per subscriber amount, or a lump sum payment. On your bill under Verizon surcharges, you may see any one or all of the following fees: PEG Grant Fee, PEG Support Fee or Franchise Related Costs. Typically, the Franchise Related Costs fee is used to recover lump sum payments made pursuant to a LFA. The PEG Grant Fee and/or PEG Support Fee are typically used to recover continuing payments made to LFAs. Any of these fees may be assessed on either a percentage of revenue or a per subscriber basis. The two accounts listed below are not in the same service area. Account [redacted] is in the [redacted] LFA, account [redacted] is in the [redacted] LFA. As noted above a LFA may have one or more of the following fees, PEG Grant Fee, PEG Support Fee or Franchise Related Costs. [redacted] has a Peg Grant Fee and a Franchise Related Costs fee. [redacted] has a Peg Grant fee and does not have a Franchise Related Costs fee at this time. [redacted]’s PEG Grant Fee is a percentage of revenue and the Franchise Related Cost fee is per subscriber In [redacted] there are two fees because Verizon pays two fees to the LFA. [redacted]’s PEG Grant Fee is a percentage of revenue. The rate for percentage of revenue fees in MA varies from LFA to LFA. The amount subject to tax may vary from to month due to one-time purchases (like VOD or PPV), price changes or changes in services. This is why the amount for fees may be different from LFA to LFA and from month to month within the same LFA.
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.
Please be advised, Verizon has reviewed the consumers account, records reflect Data sevices were inadvertanly removed from the account. In December 2015 Data services were added back onto the account, however in error the Ultimate Entertainment Pack was then removed. The Ultimate package was...
added back onto the account and adjustments totaling $202.68 were applied to the consumers for the multiple issues experienced surrounding the account and inconvenience caused. The consumer has advised she was pomised credit in the amounts of $166 plus an additional $50 , for a total of $216 . On 2/**/16 Verizon issued the remaining $13.32 credit for a total adjustment amount of $216.00. This credit appears on the February 2016 billing statement. Verizon has spoken with the consumer as of 2/**/16 and advised of the additional monies added to the account. Verizon again apologizes for any inconvenience caused surrounding these matters