Company records show the customer’s was a part of a group trouble that has been resolved. Calls to confirm resolution with the customer on 6/*/15, 6/*/15, and 6/**/15 have been unsuccessful. A letter asking the customer to call has been mailed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 10838861, and have determined that my complaint has NOT been resolved because:
I have attempted to reach them today throughout the day twice and have also left a message but have not heard back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION April 18, 2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ CONFIDENTIAL COMMUNICATIONApril 18, 2016 #[redacted]Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely,Vi [redacted]Executive Care TeamVF/bw
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’ concerns regarding the time frame for our express shipping. Our records indicate Mr. [redacted] placed an order on May 11, 2016 for the Men’s Reebok Trailgrip Running Shoes in Brown size 11. Mr. [redacted]’ order shipped on May 12, 2016 and per the tracking information from the UPS website the order was delivered on May 16, 2016. Express delivery means the order will ship within 1 business day and delivered within 2 business days from the time it leaves our warehouse. Business days do not include weekends or holidays. The timeframe for express delivery is listed on our website. Based on the shipping and tracking information the requirements for express delivery were met and within the time frames stated. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Verizon contacted the customer and explained that when she placed her service order, she chose the option of more billing discounts versus the gift card option. She is receiving $85.00 in discounts for 36 months. This option made her ineligible for the gift card. Verizon’s Fiber Solutions Center...
made multiple attempts to reach the customer to address her issue with slow Data speed. The remote speed tests showed the customer is getting 100% of download and 110% of upload speeds. Because the technicians were unable to reach the customer, multiple detailed messages were left advising that because she is in an apartment, and probably several of other people in her building have internet, she is likely experiencing interference. Instructions were provided on how to test a higher speed router, and it was explained what Verizon guarantees as far as wired and wireless services are concerned. Wireless internet can't be guaranteed and it's in the terms of service contract. Verizon also changed the wireless channel in an effort to avoid some of the interference of other tenants in the building. The customer may also use the WiFi analyzer or download the In-home agent and use the WiFi connection wizard. Verizon apologizes for any inconvenience the customer has experienced as a result of these matters. Tell us why here...
Verizon dispatched a technician and repaired the service. Verizon has verified with the customer the service is working. Verizon has issued out of service credit for the high speed internet service based on the documented time out of service condition. This credit should be...
reflected on the September bill.We trust this information will help to resolve [redacted]' concerns.
April 22, 2016 ...⇄ 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. As we have stated previously, Ms. [redacted] purchased an LG TV on September 30, 2015 with a two year service place on December 3, 2015. For all concerns with the product Ms. [redacted] should contact the products manufacturer, LG Support at ###-###-####. Ms. [redacted]’s two year service plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. At this time we have provided all available information to Ms. [redacted]. Fingerhut considers this matter closed. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]See attached documents.
I have seen no credit issued on my accounts for the $27.12 or $37.00 late fees which are not accurate and I consider to be false. If credit has been issued for these then I do not owe them. I have paid every bill each month on or before due date - my last payment for March was made/send out on March 15th with the due date being March 24th - I paid the amount due less the false late fees so my account should reflect that all payments are current and up to date once they post the payment to my account which normally for the last 3 years has taken 2-3 days for them to receive. Until they remove the fees from my account and show that I do not owe them and remove them from future payments I will not consider this response / action adequate. If they have credited my account then I simply to not woe those charges and they should not still be trying to collect them from me. If this continues on to being unresolved to my satisfaction I will contact an attorney and go forward from there with legal action against them. (FingerhutDocs.pdf)
Called and spoke with customer. He explained what happened and I apologized for how he was treated and for what happened. Offered to go over options but customer refused. I explained that Encore wasn't removed but its name changed on 4-*-16 to Starz Encore. I explained to customer how he owed 4-**-16 bill for $177.68 and May bill for $214.87 totaling $392.55. We did issue $5 credit for late payment charge on 5-**-16 and customer mailed in payment of $387.55 so customer has a zero balance.
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]
A Specialist was able to reach the customer on February [redacted] to discuss what happened when she renewed her bundle on January [redacted] The Specialist spoke with the customer and she stated she didn't request a change to her television line-up when she renewed. The Specialist explained that is why her bundle rate is $72.99 when it was previously $89.99 and her discounts were expiring January **, 2017. The Specialist spoke again with the customer on February [redacted] and issued an order to change the TV package while keeping her previous rate of $89.99. The Specialist also agreed to give an additional recurring credit of $10.00 starting with the February bill till the end of the contract, January *, 2019, due to the misinformation. She also issued a one-time bill credit of $120.00 in place of the gift card. According to our records, a [redacted] gift card was not on the Simple Order Confirmation which was sent on January [redacted] when the order was placed, there were no notes stating the gift card nor was there an offer for a gift card with a triple play with Local TV.
Initial Business Response /* (1000, 5, 2015/07/30) */
CONFIDENTIAL COMMUNICATION
July 30, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As stated in the inquiry and supported by our records, Mr. [redacted] ordered a Bounty Hunter Sharp Shooter II Detector Kit on July 6, 2015. The Order Line phone agent assisting him with placing the order applied promotion code 'E5474'. This was for a ten percent discount in the amount of $18.40, and it was immediately deducted from the order total upon being placed.
Please understand that our order servicing system is designed to accept one promotion code per order, in accord with our policy on promotion codes. If Mr. [redacted] had a second code for free shipping, it would not have qualified to be applied.
Mr. [redacted] sent an email on July 21, 2015 inquiring why he did not receive free shipping on the order, since he had received an advertised offer from us for it. On July 24, 2015 an agent replied by email stating, in part, "At different times we will offer this promotion and in order to take advantage of it, the free shipping promo code would need to be entered on the order. In addition, please note that only one promotional code can be applied to an order...however, as a one time exception, I am going to credit back the shipping on this order."
As a reassurance to Mr. [redacted], he received an account credit for the $19.99 shipping costs on July 24, 2015; it will reflect on a future monthly statement for his records.
Thank you for allowing us the opportunity to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fingerhut seems to have a problem with Mathematics? My Balance before I ordered was $333.45. The product at the time of order was,$183.99-10%=$165.59. They said they would waive the Shipping and Handling of $19.99.They have my Balance listed at, $508.05 because of this. It should be,$499.04. Since this is leaving such a Bad Taste in my Mouth, I have until the 18th of August to return it. Thank-You, [redacted]
Final Business Response /* (4000, 9, 2015/08/10) */
CONFIDENTIAL COMMUNICATION
August 10, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted]
We agree that Mr. [redacted]'s balance would be $499.04 after applying the ten percent discount and the free shipping/handling; however, the interest charge on his most recent billing cycle was $9.01. $508.05 is the correct end balance as it is the sum of $499.04 plus the monthly interest charge.
$9.01 is the correct interest charge for Mr. [redacted]'s most recent billing cycle. As a reminder, interest will accrue monthly for as long as the account carries a balance, per the terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she purchased a computer with a warranty from Fingerhut in April that is no longer working. She contacted Dell to have the computer repaired and it only worked for a brief period. She would like to have the computer replaced being she is still paying for the item. Our records indicate Ms. [redacted] purchased a Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer with a 2 Year Service Plan on April 9, 2016. On August 4, 2016 Ms. [redacted] contacted Fingerhut stating the computer she purchased was no longer working properly. Ms. [redacted] was advised all product concerns would need to be handled by the manufacturer, Dell, as the merchandise was still covered under Dell’s manufacturer warranty. Ms. [redacted] contacted Fingerhut on August 8, 2016 stating Dell had tried to fix the computer, but it was still not working properly. As a goodwill gesture to Ms. [redacted] we will be shipping her a new Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer. This order was placed on August 24, 2016 and has an expected delivery date of September 2, 2016. For future reference Ms. [redacted] should be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Records indicate Ms. [redacted] contacted PayCheck Direct on April 14, 2017. During this phone call she was advised to send PayCheck Direct a copy of her bank statement showing payments were being withdrawn from her savings account. Ms. [redacted] contacted PayCheck Direct a second time on April 25, 2017. At...
this time she was advised PayCheck Direct is unable to refund the overdraft fees into her bank account. PayCheck Direct did receive a bank statement from Ms. [redacted] on April 25, 2017. No fees will be reversed. Ms. [redacted] was advised to contact PayCheck Direct to change bank account information, in which they never received contact from Ms. [redacted]. Should Ms. [redacted] have any additional questions regarding this matter she may contact PayCheck Direct’s Payment Department at ###-###-#### Monday-Friday 8:00AM-6:00PM Central Standard Time.
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] should expect to receive a billing statement each month, showing an amount due by a certain date each month. She can make payments on our website, by calling or us by mailing her payment in. If she needs to make payment arrangements, she...
can call us at ###-###-#### between the hours of 7:00am and 9:00pm, CT, Monday through Friday. We have credited a late fee as a courtesy, and that will be reflected on a future billing statement.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support department. According to our records, [redacted] expressed concern about an outage that affected her service subsequent to a recent restoral. Upon review, Verizon apologized for the inconvenience and advised we would review. Subsequently, Verizon scheduled a technician visit for 07/**/17 between 8 a.m. - 12 p.m. Our Verizon technician who visited the location advised services were now working. Verizon then referred this matter to our Customer Service department. Customer service issued an adjustment stemming from 06/**/17 through 07/**/17 in the amount of $21.81. This out of service credit will appear no later than the 07/28/17 billing statement. Furthermore, I have left my number with [redacted] should she have any additional questions or concerns.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support department. According to our records, [redacted] expressed concern about the update related to Verizon’s on-demand service. [redacted] states content that was once free are now chargeable. Upon...
review, Verizon communicated with [redacted] and walked him through the navigation of the on-demand service. [redacted] was satisfied with the explanation and expressed his understanding.
Initial Business Response /* (1000, 8, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 22, 2015
Revdex.com of Minnesota # [redacted]
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any inconvenience caused when returning his Ironman 30" Astroia Massage Table.
Our records indicate Mr. [redacted] contacted Fingerhut on December 30, 2014 wanting to return the Ironman 30" Astroia Massage Table he had purchase on December 4, 2014. A pre-paid label was sent out on December 31, 2014 to Mr. [redacted] via mail for the Massage Table to be picked up.
Mr. [redacted]'s account indicates he contacted Fingerhut Customer Service several times between January 2015 and March 2015 on the status of his return. Mr. [redacted] was advised that the return has not been received and an affidavit was sent out to Mr. [redacted].
We were able to locate the return tracking and can confirm we received the return on January 12, 2015. The return information did not process until March 10, 2015 when Mr. [redacted] contacted Fingerhut Customer Service. The representative was able to locate the return information and credit Mr. [redacted] the $169.99, leaving a balance of $65.99 for the original shipping and handling.
Per our return policy, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective or in the case of a shipping error."
As a courtesy we have removed the $65.99 original shipping and handling charge and credited the remaining late fee of $30.87 leaving Mr. [redacted]'s account at a zero balance.
Additionally, we updated this information to the credit reporting agencies and advise Mr. [redacted] to allow up to 60 days for the update to process.
Our customers are very important to us and we strive to assist and satisfy them. I trust with this explanation and credit we have done so with Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company records show the customer’s was a part of a group trouble that has been resolved. Calls to confirm resolution with the customer on 6/*/15, 6/*/15, and 6/**/15 have been unsuccessful. A letter asking the customer to call has been mailed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 10838861, and have determined that my complaint has NOT been resolved because:
I have attempted to reach them today throughout the day twice and have also left a message but have not heard back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We reviewed the information provided and completed all actions required to ensure that the account has been removed from credit report.
CONFIDENTIAL COMMUNICATION April 18, 2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ CONFIDENTIAL COMMUNICATIONApril 18, 2016 #[redacted]Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely,Vi [redacted]Executive Care TeamVF/bw
CONFIDENTIAL COMMUNICATION May 23, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’ concerns regarding the time frame for our express shipping. Our records indicate Mr. [redacted] placed an order on May 11, 2016 for the Men’s Reebok Trailgrip Running Shoes in Brown size 11. Mr. [redacted]’ order shipped on May 12, 2016 and per the tracking information from the UPS website the order was delivered on May 16, 2016. Express delivery means the order will ship within 1 business day and delivered within 2 business days from the time it leaves our warehouse. Business days do not include weekends or holidays. The timeframe for express delivery is listed on our website. Based on the shipping and tracking information the requirements for express delivery were met and within the time frames stated. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Verizon contacted the customer and explained that when she placed her service order, she chose the option of more billing discounts versus the gift card option. She is receiving $85.00 in discounts for 36 months. This option made her ineligible for the gift card. Verizon’s Fiber Solutions Center...
made multiple attempts to reach the customer to address her issue with slow Data speed. The remote speed tests showed the customer is getting 100% of download and 110% of upload speeds. Because the technicians were unable to reach the customer, multiple detailed messages were left advising that because she is in an apartment, and probably several of other people in her building have internet, she is likely experiencing interference. Instructions were provided on how to test a higher speed router, and it was explained what Verizon guarantees as far as wired and wireless services are concerned. Wireless internet can't be guaranteed and it's in the terms of service contract. Verizon also changed the wireless channel in an effort to avoid some of the interference of other tenants in the building. The customer may also use the WiFi analyzer or download the In-home agent and use the WiFi connection wizard. Verizon apologizes for any inconvenience the customer has experienced as a result of these matters. Tell us why here...
Verizon dispatched a technician and repaired the service. Verizon has verified with the customer the service is working. Verizon has issued out of service credit for the high speed internet service based on the documented time out of service condition. This credit should be...
reflected on the September bill.We trust this information will help to resolve [redacted]' concerns.
This account has been brought to a zero balance and recalled from the outside collection agency.
April 22, 2016 ...⇄ 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. As we have stated previously, Ms. [redacted] purchased an LG TV on September 30, 2015 with a two year service place on December 3, 2015. For all concerns with the product Ms. [redacted] should contact the products manufacturer, LG Support at ###-###-####. Ms. [redacted]’s two year service plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. At this time we have provided all available information to Ms. [redacted]. Fingerhut considers this matter closed. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]See attached documents.
I have seen no credit issued on my accounts for the $27.12 or $37.00 late fees which are not accurate and I consider to be false. If credit has been issued for these then I do not owe them. I have paid every bill each month on or before due date - my last payment for March was made/send out on March 15th with the due date being March 24th - I paid the amount due less the false late fees so my account should reflect that all payments are current and up to date once they post the payment to my account which normally for the last 3 years has taken 2-3 days for them to receive. Until they remove the fees from my account and show that I do not owe them and remove them from future payments I will not consider this response / action adequate. If they have credited my account then I simply to not woe those charges and they should not still be trying to collect them from me. If this continues on to being unresolved to my satisfaction I will contact an attorney and go forward from there with legal action against them. (FingerhutDocs.pdf)
Called and spoke with customer. He explained what happened and I apologized for how he was treated and for what happened. Offered to go over options but customer refused. I explained that Encore wasn't removed but its name changed on 4-*-16 to Starz Encore. I explained to customer how he owed 4-**-16 bill for $177.68 and May bill for $214.87 totaling $392.55. We did issue $5 credit for late payment charge on 5-**-16 and customer mailed in payment of $387.55 so customer has a zero balance.
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]
A Specialist was able to reach the customer on February [redacted] to discuss what happened when she renewed her bundle on January [redacted] The Specialist spoke with the customer and she stated she didn't request a change to her television line-up when she renewed. The Specialist explained that is why her bundle rate is $72.99 when it was previously $89.99 and her discounts were expiring January **, 2017. The Specialist spoke again with the customer on February [redacted] and issued an order to change the TV package while keeping her previous rate of $89.99. The Specialist also agreed to give an additional recurring credit of $10.00 starting with the February bill till the end of the contract, January *, 2019, due to the misinformation. She also issued a one-time bill credit of $120.00 in place of the gift card. According to our records, a [redacted] gift card was not on the Simple Order Confirmation which was sent on January [redacted] when the order was placed, there were no notes stating the gift card nor was there an offer for a gift card with a triple play with Local TV.
Initial Business Response /* (1000, 5, 2015/07/30) */
CONFIDENTIAL COMMUNICATION
July 30, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As stated in the inquiry and supported by our records, Mr. [redacted] ordered a Bounty Hunter Sharp Shooter II Detector Kit on July 6, 2015. The Order Line phone agent assisting him with placing the order applied promotion code 'E5474'. This was for a ten percent discount in the amount of $18.40, and it was immediately deducted from the order total upon being placed.
Please understand that our order servicing system is designed to accept one promotion code per order, in accord with our policy on promotion codes. If Mr. [redacted] had a second code for free shipping, it would not have qualified to be applied.
Mr. [redacted] sent an email on July 21, 2015 inquiring why he did not receive free shipping on the order, since he had received an advertised offer from us for it. On July 24, 2015 an agent replied by email stating, in part, "At different times we will offer this promotion and in order to take advantage of it, the free shipping promo code would need to be entered on the order. In addition, please note that only one promotional code can be applied to an order...however, as a one time exception, I am going to credit back the shipping on this order."
As a reassurance to Mr. [redacted], he received an account credit for the $19.99 shipping costs on July 24, 2015; it will reflect on a future monthly statement for his records.
Thank you for allowing us the opportunity to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fingerhut seems to have a problem with Mathematics? My Balance before I ordered was $333.45. The product at the time of order was,$183.99-10%=$165.59. They said they would waive the Shipping and Handling of $19.99.They have my Balance listed at, $508.05 because of this. It should be,$499.04. Since this is leaving such a Bad Taste in my Mouth, I have until the 18th of August to return it. Thank-You, [redacted]
Final Business Response /* (4000, 9, 2015/08/10) */
CONFIDENTIAL COMMUNICATION
August 10, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted]
We agree that Mr. [redacted]'s balance would be $499.04 after applying the ten percent discount and the free shipping/handling; however, the interest charge on his most recent billing cycle was $9.01. $508.05 is the correct end balance as it is the sum of $499.04 plus the monthly interest charge.
$9.01 is the correct interest charge for Mr. [redacted]'s most recent billing cycle. As a reminder, interest will accrue monthly for as long as the account carries a balance, per the terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION August 25,...
2016 ...⇄ 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. Ms. [redacted] states she purchased a computer with a warranty from Fingerhut in April that is no longer working. She contacted Dell to have the computer repaired and it only worked for a brief period. She would like to have the computer replaced being she is still paying for the item. Our records indicate Ms. [redacted] purchased a Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer with a 2 Year Service Plan on April 9, 2016. On August 4, 2016 Ms. [redacted] contacted Fingerhut stating the computer she purchased was no longer working properly. Ms. [redacted] was advised all product concerns would need to be handled by the manufacturer, Dell, as the merchandise was still covered under Dell’s manufacturer warranty. Ms. [redacted] contacted Fingerhut on August 8, 2016 stating Dell had tried to fix the computer, but it was still not working properly. As a goodwill gesture to Ms. [redacted] we will be shipping her a new Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer. This order was placed on August 24, 2016 and has an expected delivery date of September 2, 2016. For future reference Ms. [redacted] should be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Records indicate Ms. [redacted] contacted PayCheck Direct on April 14, 2017. During this phone call she was advised to send PayCheck Direct a copy of her bank statement showing payments were being withdrawn from her savings account. Ms. [redacted] contacted PayCheck Direct a second time on April 25, 2017. At...
this time she was advised PayCheck Direct is unable to refund the overdraft fees into her bank account. PayCheck Direct did receive a bank statement from Ms. [redacted] on April 25, 2017. No fees will be reversed. Ms. [redacted] was advised to contact PayCheck Direct to change bank account information, in which they never received contact from Ms. [redacted]. Should Ms. [redacted] have any additional questions regarding this matter she may contact PayCheck Direct’s Payment Department at ###-###-#### Monday-Friday 8:00AM-6:00PM Central Standard Time.
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] should expect to receive a billing statement each month, showing an amount due by a certain date each month. She can make payments on our website, by calling or us by mailing her payment in. If she needs to make payment arrangements, she...
can call us at ###-###-#### between the hours of 7:00am and 9:00pm, CT, Monday through Friday. We have credited a late fee as a courtesy, and that will be reflected on a future billing statement.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support department. According to our records, [redacted] expressed concern about an outage that affected her service subsequent to a recent restoral. Upon review, Verizon apologized for the inconvenience and advised we would review. Subsequently, Verizon scheduled a technician visit for 07/**/17 between 8 a.m. - 12 p.m. Our Verizon technician who visited the location advised services were now working. Verizon then referred this matter to our Customer Service department. Customer service issued an adjustment stemming from 06/**/17 through 07/**/17 in the amount of $21.81. This out of service credit will appear no later than the 07/28/17 billing statement. Furthermore, I have left my number with [redacted] should she have any additional questions or concerns.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Technical Support department. According to our records, [redacted] expressed concern about the update related to Verizon’s on-demand service. [redacted] states content that was once free are now chargeable. Upon...
review, Verizon communicated with [redacted] and walked him through the navigation of the on-demand service. [redacted] was satisfied with the explanation and expressed his understanding.
Initial Business Response /* (1000, 8, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 22, 2015
Revdex.com of Minnesota # [redacted]
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any inconvenience caused when returning his Ironman 30" Astroia Massage Table.
Our records indicate Mr. [redacted] contacted Fingerhut on December 30, 2014 wanting to return the Ironman 30" Astroia Massage Table he had purchase on December 4, 2014. A pre-paid label was sent out on December 31, 2014 to Mr. [redacted] via mail for the Massage Table to be picked up.
Mr. [redacted]'s account indicates he contacted Fingerhut Customer Service several times between January 2015 and March 2015 on the status of his return. Mr. [redacted] was advised that the return has not been received and an affidavit was sent out to Mr. [redacted].
We were able to locate the return tracking and can confirm we received the return on January 12, 2015. The return information did not process until March 10, 2015 when Mr. [redacted] contacted Fingerhut Customer Service. The representative was able to locate the return information and credit Mr. [redacted] the $169.99, leaving a balance of $65.99 for the original shipping and handling.
Per our return policy, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective or in the case of a shipping error."
As a courtesy we have removed the $65.99 original shipping and handling charge and credited the remaining late fee of $30.87 leaving Mr. [redacted]'s account at a zero balance.
Additionally, we updated this information to the credit reporting agencies and advise Mr. [redacted] to allow up to 60 days for the update to process.
Our customers are very important to us and we strive to assist and satisfy them. I trust with this explanation and credit we have done so with Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)