Revdex.com:Today, 2/**/2016, Verizon Consumer Affairs at corporate headquarters found the problem to be a recently terminated phone number that should not have been resigned to a new customer for at least 6 months.Verizon has assigned another phone number that has been inactive for...
longer than six months.I am satisfied with Verizon Consumer Affairs resolution.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The equipment is showing awaiting customer pick up from [redacted] Access Point Location [redacted]. This information was obtained via [redacted].com using tracking code [redacted] provided to the customer via email on 05/**/16. [redacted] attempted to deliver the...
package to the customer 05/**/16 but was unsuccessful and the customer changed the delivery method to the [redacted] Access Point. The customer has canceled the order for Verizon service.
Verizon's Customer Service Escalation team representative reviewed [redacted]'s account and concerns. Verizon's Customer Service Escalation team representative contacted [redacted] on 12/**/16 and discussed his concerns. Verizon's Customer Service Escalation team representative...
issued an order to change his service back to what he had originally and issued credits for the disputed charges.We trust this information will help to resolve [redacted]'s concerns.
No new information has been provided by the customer. This issue has been addressed multiple times. On March **, 2017 we received a payment of the $108.;42 brining the account to a zero balance. These charges were paid by the customer to Verizon via credit card with the payment of $108.42 posting on March **, 2017. So the account was at a zero balance for a period of time. However, this payment was then reversed by the credit card company - we gave the money back to the credit card company- so the $108.42 was debited back to the account and owed by the customer to Verizon. Our position remains the same. The charges are sustained.
Please be advised, Verizon has spoken with the consumer. The consumer is not an active employee nor is he a member of the Veterans Advantage. Therefore, the consumer would not qualify. The consumer has advised he would sign up with Veterans Advantage and although the discount is only available to...
new consumers as a courtesy Verizon has approved him to enroll. Information has been forwarded to the consumer with information/instruction on how to proceed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
P.S. Verizon found and returned my deposit. ...
A representative contacted the customer and apologized for the problems he experienced in trying to file a complaint directly with Verizon. The representative thanked the customer for making us aware of the problem and his concerns have been documented for further review.
Cc Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Please be advised, Verizon has reviewed the consumers account, records reflect the consumer contacted Verizon requesting to have services bill separately. The consumer inadvertently was advised inaccurate information regarding the billing of services. A technician was dispatched on the order...
request and advised at that time that the separation could not be performed. This information was explained to the consumer who then requested to cancel the order. TV services were disconnected in March 2016. Data and Telephone services were disconnected in June. The Verizon billing agent has advised that an early termination fee has not billed to the account to date and has made attempts to speak with the consumer in order to discuss the account for resolution. Attempts have been made to speak with the consumer, however to date; we have not been successful in our attempts to reach her. A please call letter will be mailed in hopes of speaking with the consumer regarding this matter.
closet had to be defective for it to break shortly after I hung clothes on it. For fingerhut to offer me a 30 dollar coupon for my next purchase is an insult. Now that I know that they will sell defective merchandise and refuse to value their customers by rectifying the matter, I don't plan to continue doing business with them. I am closing my account. What they're saying is that even if I assemble the item as soon as I receive it from them and it breaks or malfunctions on the 31st day of purchase that's just too bad. I don't appreciate being offered a 30 dollar coupon to continue purchasing from fingerhut when I have a closet that I can't use. Fingerhut owes me a closet that doesn't have defective weak areas on the poles.
because:
Although it is not my account I paid my mother [redacted] of [redacted] smyrna de who has the account for the bear at which we ordered well before it was on backorder. Then when we received the wrong package we were told it was on backorder and could not be reviewed until January although we ordered well in advance when it was in Stock. The order number is [redacted].
On October **, 2015, our billing representative spoke with[redacted] and she still has the equipment in her possession. Our representative sent 5 return labels to her new address. The customer was billed August *, 2015 for 4 HD Set Top Boxes at $350.00 each, 1 Wireless Router at $99.99...
for a total of$1,499.99 plus tax. When [redacted] sends the equipment back, she will contact our billing representative in theExecutive Office directly with the tracking # for [redacted]. We will then submit trouble ticket for Unreturned Equipment Charge to be adjusted. [redacted] was advised the full balance on the account currently is $2447.06.
Please be advised customer has been educated on his billing status and was advised that his bill is correct. The bill for 77.93 he got dated 8/*/2016 covered the period for phone service from 7/*/2016 thru 8/*/2016. He will also get a final bill dated 9/*/2016. That will be a prorated amount for...
services from 8/*/2016 thru 8/**/2016. The services were disconnected on 8/**/2016 via [redacted]. Billing is correct and services were disconnected on 8/**/2016
Initial Business Response /* (1000, 5, 2015/11/02) */
[redacted] St. Cloud, MN 56303
CONFIDENTIAL COMMUNICATION
November 2, 2015
Revdex.com of Minnesota #:[redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case...
# [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
First, we would like to extend an apology to Mr. [redacted] that the Cuisinart SodaSparkle Sparkling Beverage Maker he received was expired. We at Fingerhut strive to meet quality guidelines with our merchandise and we sincerely apologize that this was not met.
Mr. [redacted] has been credited in full for all shipping and handling costs associated with this order. His account shows a return credit of $70.98 on October 9, 2015, which included the original shipping cost of $4.99. An additional credit of $7.95 was applied to the account on October 23, 2015.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (2000, 6, 2015/11/02) */
Final Consumer Response /* (3000, 11, 2015/11/23) */
Still waiting for credit of $4.99 for initial outbound shipping.
Final Business Response /* (4000, 13, 2015/12/03) */
CONFIDENTIAL COMMUNICATION
December 3, 2015
Revdex.com of Minnesota #:[redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted]'s account indicates he purchased a Cuisinart SodaSparkle Sparkling Beverage Maker on September 22, 2015 for $65.99 plus $4.99 for shipping and handling, for an amount totaling $70.98.
As stated in our previous response, Mr. [redacted] has been credited in full for all shipping and handling costs associated with this order. His account shows a return credit of $70.98 on October 9, 2015, which included the original shipping cost of $4.99. We have included a copy of Mr. [redacted]'s October 22, 2015 billing statement for his convenience and now consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Upon receipt of the complaint, a message was left on the customer's voice mail on April *, 2016 to advise we are in receipt of the complaint. The issue was referred to the appropriate department to review & investigate. The customer reported multiple repair tickets which were...
resolved. The customer added the TV service in March 2016 and the FiOS Data speed was downgraded. This issue was previously reported by the customer which was resolved. A message was on the customer's voice mail on April ** as a follow up. The customer left a message that the issue is resolved. She has our contact information.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Susan Root expressed concern about the continuous billing of D.V.R. equipment after her removal request and a promised $20 recurring credit never received. Upon...
review, Verizon communicated with [redacted] on 11/**/17 and apologized for her inconvenience. Verizon notes [redacted] did call on 10/**/17 to remove the D.V.R. service and was promised a $20 discount for a period of 12 months. Verizon subsequently processed an order to remove the D.V.R. and adjusted the October and November billing cycles. In addition, Verizon issued a one-time courtesy credit in the amount of $20 for the missing promised discount related to the November billing statement. The total credit amounts to $68.46 which will appear no later than the December 2017 billing statement. In addition, Verizon processed a recurring credit of $20 per month for 12 months to start no later than her January 2018 billing cycle. Furthermore, I have left my number with [redacted] should she have any additional questions or concerns.
I am rejecting this response because:Response is inaccurate and seeks to shift the blame. The law does not require that a payment history be provided, another lie. I am sorry I ever got mixed up with this 2nd rate company
Executive Relations Team/Donna K[redacted]- [redacted]- 12/**/2015- I called CBR [redacted] and spoke with Mr. Russell Pittman regarding his experience with Verizon Customer Service and regarding the Early Termination Fee. [redacted] has Fios data service with a speed of 25M/25M only at his current...
address and is moving to a location where we would only be able to provide him with a maximum speed of 3M on copper based High Speed Internet. [redacted] also works from home from time to time and the 3M speed would not meet his needs. Given the circumstances, an exception was made and I waived the Early Termination Fee when I placed order [redacted] to disconnect the data service 01/**/2016.I also told [redacted] that a new bill will drop on 01/01/2016 and bill for the month of January. It will be fine for him to wait until the 02/**/2016 bill when he will get a prorated credit back to 01/**/2016 and pay that bill. I also apologized to [redacted] as he stated that he had requested a supervisor when he called in to Customer Service and the supervisor never directly took over the call. He stated the router is bolted to a wall in the apartment with a sticker that states not to remove- it is permanently attached and the disconnect order showed customer provided router. He reported that the waiving of the Early Termination Fee resolved his issue.
Please be advised, Verizon has confirmed that all equipment has been received. As of 5/**/15 Verizon has requested to have the router fee adjusted. Total requested was $106.99. Verizon has agreed to follow up with the consumer to ensure credit posts to the account. Verizon apologizes for any...
Revdex.com:Today, 2/**/2016, Verizon Consumer Affairs at corporate headquarters found the problem to be a recently terminated phone number that should not have been resigned to a new customer for at least 6 months.Verizon has assigned another phone number that has been inactive for...
longer than six months.I am satisfied with Verizon Consumer Affairs resolution.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The equipment is showing awaiting customer pick up from [redacted] Access Point Location [redacted]. This information was obtained via [redacted].com using tracking code [redacted] provided to the customer via email on 05/**/16. [redacted] attempted to deliver the...
package to the customer 05/**/16 but was unsuccessful and the customer changed the delivery method to the [redacted] Access Point. The customer has canceled the order for Verizon service.
Verizon's Customer Service Escalation team representative reviewed [redacted]'s account and concerns. Verizon's Customer Service Escalation team representative contacted [redacted] on 12/**/16 and discussed his concerns. Verizon's Customer Service Escalation team representative...
issued an order to change his service back to what he had originally and issued credits for the disputed charges.We trust this information will help to resolve [redacted]'s concerns.
No new information has been provided by the customer. This issue has been addressed multiple times. On March **, 2017 we received a payment of the $108.;42 brining the account to a zero balance. These charges were paid by the customer to Verizon via credit card with the payment of $108.42 posting on March **, 2017. So the account was at a zero balance for a period of time. However, this payment was then reversed by the credit card company - we gave the money back to the credit card company- so the $108.42 was debited back to the account and owed by the customer to Verizon. Our position remains the same. The charges are sustained.
Please be advised, Verizon has spoken with the consumer. The consumer is not an active employee nor is he a member of the Veterans Advantage. Therefore, the consumer would not qualify. The consumer has advised he would sign up with Veterans Advantage and although the discount is only available to...
new consumers as a courtesy Verizon has approved him to enroll. Information has been forwarded to the consumer with information/instruction on how to proceed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
P.S. Verizon found and returned my deposit. ...
(**)
A representative contacted the customer and apologized for the problems he experienced in trying to file a complaint directly with Verizon. The representative thanked the customer for making us aware of the problem and his concerns have been documented for further review.
Cc Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Please be advised, Verizon has reviewed the consumers account, records reflect the consumer contacted Verizon requesting to have services bill separately. The consumer inadvertently was advised inaccurate information regarding the billing of services. A technician was dispatched on the order...
request and advised at that time that the separation could not be performed. This information was explained to the consumer who then requested to cancel the order. TV services were disconnected in March 2016. Data and Telephone services were disconnected in June. The Verizon billing agent has advised that an early termination fee has not billed to the account to date and has made attempts to speak with the consumer in order to discuss the account for resolution. Attempts have been made to speak with the consumer, however to date; we have not been successful in our attempts to reach her. A please call letter will be mailed in hopes of speaking with the consumer regarding this matter.
I am rejecting this response because:
The...
closet had to be defective for it to break shortly after I hung clothes on it. For fingerhut to offer me a 30 dollar coupon for my next purchase is an insult. Now that I know that they will sell defective merchandise and refuse to value their customers by rectifying the matter, I don't plan to continue doing business with them. I am closing my account. What they're saying is that even if I assemble the item as soon as I receive it from them and it breaks or malfunctions on the 31st day of purchase that's just too bad. I don't appreciate being offered a 30 dollar coupon to continue purchasing from fingerhut when I have a closet that I can't use. Fingerhut owes me a closet that doesn't have defective weak areas on the poles.
I am rejecting this response...
because:
Although it is not my account I paid my mother [redacted] of [redacted] smyrna de who has the account for the bear at which we ordered well before it was on backorder. Then when we received the wrong package we were told it was on backorder and could not be reviewed until January although we ordered well in advance when it was in Stock. The order number is [redacted].
On October **, 2015, our billing representative spoke with[redacted] and she still has the equipment in her possession. Our representative sent 5 return labels to her new address. The customer was billed August *, 2015 for 4 HD Set Top Boxes at $350.00 each, 1 Wireless Router at $99.99...
for a total of$1,499.99 plus tax. When [redacted] sends the equipment back, she will contact our billing representative in theExecutive Office directly with the tracking # for [redacted]. We will then submit trouble ticket for Unreturned Equipment Charge to be adjusted. [redacted] was advised the full balance on the account currently is $2447.06.
Please be advised customer has been educated on his billing status and was advised that his bill is correct. The bill for 77.93 he got dated 8/*/2016 covered the period for phone service from 7/*/2016 thru 8/*/2016. He will also get a final bill dated 9/*/2016. That will be a prorated amount for...
services from 8/*/2016 thru 8/**/2016. The services were disconnected on 8/**/2016 via [redacted]. Billing is correct and services were disconnected on 8/**/2016
Initial Business Response /* (1000, 5, 2015/11/02) */
[redacted] St. Cloud, MN 56303
CONFIDENTIAL COMMUNICATION
November 2, 2015
Revdex.com of Minnesota #:[redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case...
# [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
First, we would like to extend an apology to Mr. [redacted] that the Cuisinart SodaSparkle Sparkling Beverage Maker he received was expired. We at Fingerhut strive to meet quality guidelines with our merchandise and we sincerely apologize that this was not met.
Mr. [redacted] has been credited in full for all shipping and handling costs associated with this order. His account shows a return credit of $70.98 on October 9, 2015, which included the original shipping cost of $4.99. An additional credit of $7.95 was applied to the account on October 23, 2015.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (2000, 6, 2015/11/02) */
Final Consumer Response /* (3000, 11, 2015/11/23) */
Still waiting for credit of $4.99 for initial outbound shipping.
Final Business Response /* (4000, 13, 2015/12/03) */
CONFIDENTIAL COMMUNICATION
December 3, 2015
Revdex.com of Minnesota #:[redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted]'s account indicates he purchased a Cuisinart SodaSparkle Sparkling Beverage Maker on September 22, 2015 for $65.99 plus $4.99 for shipping and handling, for an amount totaling $70.98.
As stated in our previous response, Mr. [redacted] has been credited in full for all shipping and handling costs associated with this order. His account shows a return credit of $70.98 on October 9, 2015, which included the original shipping cost of $4.99. We have included a copy of Mr. [redacted]'s October 22, 2015 billing statement for his convenience and now consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Upon receipt of the complaint, a message was left on the customer's voice mail on April *, 2016 to advise we are in receipt of the complaint. The issue was referred to the appropriate department to review & investigate. The customer reported multiple repair tickets which were...
resolved. The customer added the TV service in March 2016 and the FiOS Data speed was downgraded. This issue was previously reported by the customer which was resolved. A message was on the customer's voice mail on April ** as a follow up. The customer left a message that the issue is resolved. She has our contact information.
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Susan Root expressed concern about the continuous billing of D.V.R. equipment after her removal request and a promised $20 recurring credit never received. Upon...
review, Verizon communicated with [redacted] on 11/**/17 and apologized for her inconvenience. Verizon notes [redacted] did call on 10/**/17 to remove the D.V.R. service and was promised a $20 discount for a period of 12 months. Verizon subsequently processed an order to remove the D.V.R. and adjusted the October and November billing cycles. In addition, Verizon issued a one-time courtesy credit in the amount of $20 for the missing promised discount related to the November billing statement. The total credit amounts to $68.46 which will appear no later than the December 2017 billing statement. In addition, Verizon processed a recurring credit of $20 per month for 12 months to start no later than her January 2018 billing cycle. Furthermore, I have left my number with [redacted] should she have any additional questions or concerns.
I am rejecting this response because:Response is inaccurate and seeks to shift the blame. The law does not require that a payment history be provided, another lie. I am sorry I ever got mixed up with this 2nd rate company
Executive Relations Team/Donna K[redacted]- [redacted]- 12/**/2015- I called CBR [redacted] and spoke with Mr. Russell Pittman regarding his experience with Verizon Customer Service and regarding the Early Termination Fee. [redacted] has Fios data service with a speed of 25M/25M only at his current...
address and is moving to a location where we would only be able to provide him with a maximum speed of 3M on copper based High Speed Internet. [redacted] also works from home from time to time and the 3M speed would not meet his needs. Given the circumstances, an exception was made and I waived the Early Termination Fee when I placed order [redacted] to disconnect the data service 01/**/2016.I also told [redacted] that a new bill will drop on 01/01/2016 and bill for the month of January. It will be fine for him to wait until the 02/**/2016 bill when he will get a prorated credit back to 01/**/2016 and pay that bill. I also apologized to [redacted] as he stated that he had requested a supervisor when he called in to Customer Service and the supervisor never directly took over the call. He stated the router is bolted to a wall in the apartment with a sticker that states not to remove- it is permanently attached and the disconnect order showed customer provided router. He reported that the waiving of the Early Termination Fee resolved his issue.
Please be advised, Verizon has confirmed that all equipment has been received. As of 5/**/15 Verizon has requested to have the router fee adjusted. Total requested was $106.99. Verizon has agreed to follow up with the consumer to ensure credit posts to the account. Verizon apologizes for any...
inconvenience caused surrounding this matter.