[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
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. A Verizon representative spoke with [redacted] who indicated dissatisfaction with the resolution.
[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]
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
I am rejecting this response because: In reference to complaint #[redacted] I have checked on the Fingerhut site on "MY ACCOUNT" page the balance now presently listed is $2994.59 from the previously listed amount of $3031.00. I am sorry but it also stated a small amount of change listed in the $3031.00 balance but I cannot list it, I do not exactly remember what it was and I am not going to falsify an amount. But as far as the large dollar amount it was definitely $3031.00. I did call Fingerhut after receiving a letter from the Billing Department at 1-866-836-8987 and spoke to a rep. as was requested in the letter dated July 19,2016 in reference to this situation. I was told by the rep. that 2 fees would be removed from my acct. within 1 to 2 business cycles. At this present time, checking my acct. on the Fingerhut site they have already deducted a dollar amount. The exact balance amount to date is now $2994.59. As it stands presently, it does seem to me that anywhere between $ 36.00 and $37.00 dollars has been deducted. According to the conversation with the rep. and the amt. listed in the Revdex.com email message $37.00 and also $27.00 dollars was to be deducted. As per my original email to the Revdex.com I did list (in reference to my conversation with the rep also at Fingerhut my payments for 3 months would be $151.02 July, August, and Sept. 2016) what my payments would be, $151.02 and if rounded off to the nearest dollar $152.00 on no later than the 3rd of each month in which I have submitted July 1, 2016 the first payment of $152.00. I will follow with another paymt. of the same amt. by Aug. 3, 2016. I expect to go back to normal paymt. dates and normal monthly paymts. as of Oct. 2016, with a due date of Oct. 18th each month. I am truly hoping that since Fingerhut began deducting, they will begin to stick to their part and continue to deduct the exact amt. as stated. As of right now I don't agree with the amt. because it doesn't add up to the exact amts. listed in the email or phone conversation. The email did not list the promise of the 3 month payment plan originally approved to me in June by the rep. It was only mentioned in the latest phone conversation after receiving the letter to call the billing dept. I feel a certain amt. of distrust because of the extreme changes I experienced with several (5) reps. at Fingerhut that I originally tried to settle this situation with, and I ended up having to take this to an extreme level which to me should not have had to happen. So I feel that my lack of trust for this company is justified. As I mentioned I will follow up and continue to pay my bill down and all I want is for Fingerhut to do their part. I have been an excellent customer with one problem that surfaced after several years as a customer. After this is over completely, all I want to do in a friendly civil way is part ways upon completion of this matter.
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.
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]
2016 ...⇄ 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
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
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
Initial Business Response /* (1000, 5, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Based on the information provided in the inquiry, it is clear that it was not filed by the account holder. In the interest of customer confidentiality, we will send a response directly to the customer.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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...
Initial Business Response /* (1000, 7, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 15, 2016
# [redacted]
Revdex.com of...
Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on September 16, 2015 for the Skechers Women's Bikers Canvas Slip-On Natural Size 11 and the Adidas Kids' NXT LVL SPD 3 K Basketball Shoe Black Size 4 1/2. The order total was $164.96 including shipping and handling. When an order is placed and one or more of the items are on backorder, separate invoices are created under the original order number in order for us to ship the items that are in stock immediately. The Women's Canvas Shoes were shipped first and are reflected on Ms. [redacted]' September 26, 2015 billing statement in the amount of $89.98. The invoice number for this item is I45513929. The invoice number for the Basketball Shoes is I45513930. The total for this invoice number was $74.98. Due to the order of the Basketball Shoes being cancelled, Ms. [redacted] was never billed for this invoice. We cannot issue credit for an item that was never billed.
On November 14, 2015 an order was placed on our website for the Adidas Kids' NXT LVL SPD 3 K Basketball Shoes in Black and Yellow Size 5. This order was delivered on November 20, 2015 via the Post Office to the address we have on file for Ms. [redacted]. Since Ms. [redacted] was never billed shipping and handling on the original order for the Basketball Shoes that did not ship, as a courtesy we have credited the shipping charges for this order of $14.99.
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
We have no record of being notified of the dispute as required in writing. While we understand Ms. [redacted]'s frustration, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt as this was not the only order on her account.
The last payment we received on Ms. [redacted] account was $11.00 on November 30, 2015. As a courtesy we have credited one late fee of $38.00. Ms. [redacted] will see the credit reflected on a future billing statement. The minimum payment on Ms. [redacted] account is $140.96 due by February 22, 2016. If Ms. [redacted] is unable to make the full minimum payment due by the due date we suggest she contact our Billing/Recovery Department for a possible payment arrangement at [redacted]. Their hours are Monday through Thursday, 7:00am to 9:00pm; Friday, 7:00am to 6:00pm; and Saturday, 7:00am to Noon Central Time (CT).
Our records indicate we are reporting the account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing this response, I contacted customer service to receive my past bill statements. I was advised I could not receive them due to my past due account. However, even when my balance was current, the online statements were not available. I need my statements to review, before paying any balance going forward. If I were never charged, how did the CSR state that I would see the reflected credit on my next statement (11/22 at that time)?
Final Business Response /* (4000, 11, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are very sorry to hear about the problems Ms. [redacted] has experienced with our website regarding her monthly billing statements. When a customer enrolls in e-statement delivery, an email notification is sent each month to the email address on file advising the customer that their statement is available. If the account is past due, a paper statement is mailed directly to the customer's address. Once the account is current again, e-statements will resume. At any time, Ms. [redacted] should be able to sign in to our website and view her monthly statements. If Ms. [redacted] cannot access her billing statements on our website, we strongly suggest she contact our Customer Service Department via email to [email protected] or via our chat feature on our website, or via phone at [redacted], Monday - Friday. 8:00 AM to 8:00 PM.
Please understand, when an order is placed, the purchase amount of the order is held in an 'authorization' state on the account until the order ships, when the billing actually takes place. The initial authorization state ensures that there is enough available credit to bill the amount once the order ships. If an item is on backorder, or ships directly from our vendor, it becomes necessary to split the order into multiple invoices which allows the in stock items and/or items shipping directly from our warehouse to be shipped without delay. As the orders ship at different times, the available credit adjusts based on when the orders ship and are therefore, formally billed. Since the item was not available to ship right away and the order was cancelled, the initial authorization was released and never formally billed. We are including Ms. [redacted] monthly billing statements per her request with this response.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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 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]
A Verizon technician was dispatched to [redacted]'s home on 11/**/17 and replaced the inside wiring. On 11/**/17 a representative spoke with [redacted] and confirmed that the issue with the purchased movie had been resolve. [redacted] confirmed that all technical issues had been resolved. A...
Verizon billing representative adjusted the charges for a network extender, the 11/**/17 technician visit and a shipping charge. The adjustment came to $155.99. The representative spoke with [redacted] on 12/*/17 and applied a one month service adjustment of $142.91. The adjustments will appear on [redacted]'s bill dated 1/*/18.
...⇄ # [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
[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
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. A Verizon representative spoke with [redacted] who indicated dissatisfaction with the resolution.
[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]
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
I am rejecting this response because: In reference to complaint #[redacted] I have checked on the Fingerhut site on "MY ACCOUNT" page the balance now presently listed is $2994.59 from the previously listed amount of $3031.00. I am sorry but it also stated a small amount of change listed in the $3031.00 balance but I cannot list it, I do not exactly remember what it was and I am not going to falsify an amount. But as far as the large dollar amount it was definitely $3031.00. I did call Fingerhut after receiving a letter from the Billing Department at 1-866-836-8987 and spoke to a rep. as was requested in the letter dated July 19,2016 in reference to this situation. I was told by the rep. that 2 fees would be removed from my acct. within 1 to 2 business cycles. At this present time, checking my acct. on the Fingerhut site they have already deducted a dollar amount. The exact balance amount to date is now $2994.59. As it stands presently, it does seem to me that anywhere between $ 36.00 and $37.00 dollars has been deducted. According to the conversation with the rep. and the amt. listed in the Revdex.com email message $37.00 and also $27.00 dollars was to be deducted. As per my original email to the Revdex.com I did list (in reference to my conversation with the rep also at Fingerhut my payments for 3 months would be $151.02 July, August, and Sept. 2016) what my payments would be, $151.02 and if rounded off to the nearest dollar $152.00 on no later than the 3rd of each month in which I have submitted July 1, 2016 the first payment of $152.00. I will follow with another paymt. of the same amt. by Aug. 3, 2016. I expect to go back to normal paymt. dates and normal monthly paymts. as of Oct. 2016, with a due date of Oct. 18th each month. I am truly hoping that since Fingerhut began deducting, they will begin to stick to their part and continue to deduct the exact amt. as stated. As of right now I don't agree with the amt. because it doesn't add up to the exact amts. listed in the email or phone conversation. The email did not list the promise of the 3 month payment plan originally approved to me in June by the rep. It was only mentioned in the latest phone conversation after receiving the letter to call the billing dept. I feel a certain amt. of distrust because of the extreme changes I experienced with several (5) reps. at Fingerhut that I originally tried to settle this situation with, and I ended up having to take this to an extreme level which to me should not have had to happen. So I feel that my lack of trust for this company is justified. As I mentioned I will follow up and continue to pay my bill down and all I want is for Fingerhut to do their part. I have been an excellent customer with one problem that surfaced after several years as a customer. After this is over completely, all I want to do in a friendly civil way is part ways upon completion of this matter.
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.
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 June 14,...
2016 ...⇄ 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
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
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
Initial Business Response /* (1000, 5, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Based on the information provided in the inquiry, it is clear that it was not filed by the account holder. In the interest of customer confidentiality, we will send a response directly to the customer.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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...
Initial Business Response /* (1000, 7, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 15, 2016
# [redacted]
Revdex.com of...
Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on September 16, 2015 for the Skechers Women's Bikers Canvas Slip-On Natural Size 11 and the Adidas Kids' NXT LVL SPD 3 K Basketball Shoe Black Size 4 1/2. The order total was $164.96 including shipping and handling. When an order is placed and one or more of the items are on backorder, separate invoices are created under the original order number in order for us to ship the items that are in stock immediately. The Women's Canvas Shoes were shipped first and are reflected on Ms. [redacted]' September 26, 2015 billing statement in the amount of $89.98. The invoice number for this item is I45513929. The invoice number for the Basketball Shoes is I45513930. The total for this invoice number was $74.98. Due to the order of the Basketball Shoes being cancelled, Ms. [redacted] was never billed for this invoice. We cannot issue credit for an item that was never billed.
On November 14, 2015 an order was placed on our website for the Adidas Kids' NXT LVL SPD 3 K Basketball Shoes in Black and Yellow Size 5. This order was delivered on November 20, 2015 via the Post Office to the address we have on file for Ms. [redacted]. Since Ms. [redacted] was never billed shipping and handling on the original order for the Basketball Shoes that did not ship, as a courtesy we have credited the shipping charges for this order of $14.99.
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
We have no record of being notified of the dispute as required in writing. While we understand Ms. [redacted]'s frustration, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt as this was not the only order on her account.
The last payment we received on Ms. [redacted] account was $11.00 on November 30, 2015. As a courtesy we have credited one late fee of $38.00. Ms. [redacted] will see the credit reflected on a future billing statement. The minimum payment on Ms. [redacted] account is $140.96 due by February 22, 2016. If Ms. [redacted] is unable to make the full minimum payment due by the due date we suggest she contact our Billing/Recovery Department for a possible payment arrangement at [redacted]. Their hours are Monday through Thursday, 7:00am to 9:00pm; Friday, 7:00am to 6:00pm; and Saturday, 7:00am to Noon Central Time (CT).
Our records indicate we are reporting the account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing this response, I contacted customer service to receive my past bill statements. I was advised I could not receive them due to my past due account. However, even when my balance was current, the online statements were not available. I need my statements to review, before paying any balance going forward. If I were never charged, how did the CSR state that I would see the reflected credit on my next statement (11/22 at that time)?
Final Business Response /* (4000, 11, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are very sorry to hear about the problems Ms. [redacted] has experienced with our website regarding her monthly billing statements. When a customer enrolls in e-statement delivery, an email notification is sent each month to the email address on file advising the customer that their statement is available. If the account is past due, a paper statement is mailed directly to the customer's address. Once the account is current again, e-statements will resume. At any time, Ms. [redacted] should be able to sign in to our website and view her monthly statements. If Ms. [redacted] cannot access her billing statements on our website, we strongly suggest she contact our Customer Service Department via email to [email protected] or via our chat feature on our website, or via phone at [redacted], Monday - Friday. 8:00 AM to 8:00 PM.
Please understand, when an order is placed, the purchase amount of the order is held in an 'authorization' state on the account until the order ships, when the billing actually takes place. The initial authorization state ensures that there is enough available credit to bill the amount once the order ships. If an item is on backorder, or ships directly from our vendor, it becomes necessary to split the order into multiple invoices which allows the in stock items and/or items shipping directly from our warehouse to be shipped without delay. As the orders ship at different times, the available credit adjusts based on when the orders ship and are therefore, formally billed. Since the item was not available to ship right away and the order was cancelled, the initial authorization was released and never formally billed. We are including Ms. [redacted] monthly billing statements per her request with this response.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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.
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 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]
A Verizon technician was dispatched to [redacted]'s home on 11/**/17 and replaced the inside wiring. On 11/**/17 a representative spoke with [redacted] and confirmed that the issue with the purchased movie had been resolve. [redacted] confirmed that all technical issues had been resolved. A...
Verizon billing representative adjusted the charges for a network extender, the 11/**/17 technician visit and a shipping charge. The adjustment came to $155.99. The representative spoke with [redacted] on 12/*/17 and applied a one month service adjustment of $142.91. The adjustments will appear on [redacted]'s bill dated 1/*/18.
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
We reviewed the information provided and completed all actions required to ensure that the account has been removed from credit report.