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. Although I am not happy that the initial offer made accepted was revoked, I am satisified with the Solution we were able to resolve with.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 29, 2016 Revdex.com of Minnesota ...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to a follow-up inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are an updated statement of account activity, the Terms and Conditions, and our response dated July 13, 2016. Mr. [redacted] states that he incurred a thirty day delinquency on his credit report because Fingerhut did not apply the automatic payments to his account as agreed. Mr. [redacted] is requesting that Fingerhut remove the late payment reporting from all three credit bureaus. Based on our research, the WebBank/Fingerhut credit account ending in [redacted] was opened online September 14, 2015 with Mr. [redacted]‘s personal identifiable information. An order was placed over the phone on December 18, 2015 for a Marcy 100-lb. ECO Weight Set and a Marcy Flat/Decline Bench with Dumbell Set. The merchandise was delivered via UPS to the address provided on the credit application. Our records indicate that the electronic payments of $29.99 made on December 25, 2015 and January 25, 2016 were received after the due date of the 24th and caused two $27.00 late fees to be assessed on Mr. [redacted]’ balance for the December 2015 and January 2016 billing cycles. Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date. On January 25, 2016, Mr. [redacted] paid the minimum payment of $29.99 with a Fingerhut representative and set up automatic payments for $29.99 per month beginning February 24, 2016 to April 24, 2017. When Mr. [redacted]’ account cycled on January 28, 2016, the balance increased the minimum payment to $34.99. On March 11, 2016, a Fingerhut representative recognized the $29.99 monthly payment did not satisfy the minimum payment due and advised Mr. [redacted] to set up automatic payments based on the minimum payment due option to rectify the situation. Mr. [redacted] refused. No further payment schedules were set up. An individual payment of $68.98 was received on April 24, 2016 to bring the account current. As stated in our response dated July 13, 2016, no further payments were received until we received a $116.97 payment on July 8, 2016 to bring the account current. This resulted in a thirty day late being reported to the credit bureaus. Based on our research, Fingerhut sent notifications to Mr. [redacted] regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, 2016 and June 29, 2016. As stated in our initial response, we credited a $37.00 late fee on July 13, 2016. As of July 29, 2016, Mr. [redacted]’s account is current with a balance of $430.68 and past due of $0.00, with a minimum payment of $29.99 due August 24, 2016. An account review on July 27, 2016 confirms Equifax and Experian, are accurately reporting the account with a 30 day delinquency for June 2016. TransUnion is reporting “Current” for the month of May 2016 and has not updated reporting for June 2016. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]‘s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj Enclosures
Initial Business Response /* (1000, 5, 2015/06/11) */
CONFIDENTIAL COMMUNICATION
June 11, 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.
Our records confirm that the payments Ms. [redacted] references in the inquiry were all made using MasterCard credit card ending '[redacted]'. In researching this matter further, we found that the owner of this card is a person other than Ms. [redacted].
All of the payments made using this card have since been reversed ("chargeback"), which has been done at the behest of the bank/credit card company and not of our own volition. Ms. [redacted] indicates that she did not request the payments to be charged back to the card. If she has not done so already, we advise Ms. [redacted] to contact the owner of the credit card for more information, as the request likely came from that person.
On June 5, 2015 a cease and desist was placed on Ms. [redacted]'s account. No further call attempts will be made, or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Her account is closed to future purchases and additional purchases on it will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, American Express or Discover as payment.
Any outstanding balance will continue to accrue interest and she may be assessed late fees as her account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that the payments were made on credit card ending in [redacted] which is owned by Mr [redacted]. Mr [redacted] personally called Fingerhut to set up the payment with them. They say that the calls are monitored so there should be a copy of the conversation where he set up the payment. Also Mr [redacted] would not have been able to speak to a customer service agent without having my social security number which Fingerhut require when you call in to identify you. I have contacted Mr [redacted] as well as the bank who have notified me that the payments were authorized and although I have advised Fingerhut of this, the matter is still not resolved. Also why were there 12 payments but 13 reversals (no one at Fingerhut has been able to explain this to me as yet)
Final Business Response /* (4000, 9, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 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 further inquiry we received from your office on behalf of Ms. [redacted].
Our records agree with Ms. [redacted] that credit card ending '[redacted]' is registered in the name of [redacted]. We also agree that our policy allows Mr. [redacted] (or any third party) to use his card to make a payment on Ms. [redacted]'s account as long as he meets our verification requirements.
We were not suggesting in our previous response that the payments in question were reversed because they were made with Mr. [redacted]'s card or because we thought he didn't authorize them. What we intended to explain--and again emphasize--is that we did not make the decision to reverse the payments; that decision was made by the bank issuer of the credit card.
Please understand that the bank issuer has debited our account and reclaimed the payments in question; as a result, we no longer have these funds and are unable to reapply them to Ms. [redacted]'s account.
We carefully reviewed our records, and found that a total of ten payments for $250.43 each were originally made to Ms. [redacted]'s account. However, we found that a total of twelve reversals were done for $250.43 each. The two extra reversals were an error and should not have been done, which is why we issued two credits for $250.43 each on March 12, 2015 to correct Ms. [redacted]'s account. We apologize for any confusion this may have caused.
Having provided Ms. [redacted] with all information available to us, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
On 1/**/16, a Verizon customer service representative discussed the concerns with [redacted]. The representative advised that she placed a follow up on the account for January **, 2016 bill date. At that time a credit of $230.00 will be issued to the account for the ETF and...
$29.99 for the restoral fee. The representative also explained that the setup fee of $80.00 is warranted and the customer will not receive a promotional gift card as this was not part of the original Sales Order Confirmation. The representative placed an order to remove telephone and TV service and corrected the effective bill date for data to show 11/**/15. The customer advised the issue was resolved.
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:
Service has been interrupted since March and nothing has been done to fix it. I did receive a call stating that crews are working on the situation but still now service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my...
complaint has NOT been resolved because:
[Your Answer Here]
My complaint was inspired after consultation with Verizon's Usage Verification Center, as stated above. They were the department that was rude, unhelpful and completely disregarded the arrangement that had been set in place and had yet been fulfilled. This response in NO way resolves the matter nor does it address the broken agreement made between Verizon and I.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
requested this account to be paid. You fail to recognize that your agents informed me that the account was charged off and they denied me to make a payment. I contacted Fingerhut in good faith last year to settle this. I informed you all that the bankruptcy was dismissed myself. If I had no intention of making this account right, I would have never called fingerhut after a 2 year debt. Even when I spoke to them last month, they stated you can make a payment but its charged off, its pointless. You are not accurately reporting anything to the credit bureaus. All I wanted to do was make this right and settle this debt.
...⇄ # [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. Ms. [redacted] indicates she had previously requested that an order be deferred, that she was advised it would be done, but that it was not. She states that she has been emailing about it since October and that her account is past due, and it has impacted her credit report. Our records indicate Ms. [redacted] had a balance of $694.66 on her account before she made the October 12, 2106. The statement that was produced on October 6, 2016 indicated this balance, with a minimum payment of $46.99 due by November 2, 2016. Ms. [redacted] then placed an order on our website on October 12, 2016, totaling $648.97. She contacted us on October 20, 2016, and her order was deferred. Ms. [redacted]’ November statement reflected this deferral, showing an amount of $666.01 as the New Deferred Balance in the Deferred Payment Summary section. In addition, the section of the statement labeled Interest Charge Calculation clearly defines the amount of deferred purchases and the amount of non-deferred purchases, including the interest charge for each. In this case, the non-deferred purchase amount was $687.40 and the deferred purchase amount was $439.62. On that same statement, Ms. [redacted]’ Minimum Payment Due of $73.98 included a past due amount of $26.99 which was due on December 2, 2016. As a portion of the balance was non-deferred, a minimum payment was and is due on it. Additionally, each time the minimum amount due is not paid on time, a late fee may be assessed and the account may be reported delinquent to the credit bureaus, as outlined in the terms and conditions of the account. Our records reflect that Ms. [redacted]’ account currently has a minimum payment of $120.97 due by January 2, 2017. Ms. [redacted] may make payment arrangements by contacting us at ###-###-####, between the hours of 7:00am and 9:00pm, CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
Verizon stands by the initial response that we are unable to provide additional assistance with the sold account. All inquiries or disputes need to be handled directly with [redacted].
CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case # [redacted] Dear Ms. [redacted], We are writing in response to the inquiry we received from your office on behalf of...
Ms. [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists. As of November 15, 2016, we have removed Ms. [redacted] from all our Family of Brands mailing and rental lists. Please be advised the catalogs are preprinted three months in advance, please allow 8 to 12 weeks for them to discontinue. If Ms. [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION August 2, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he has contacted Fingerhut several times in the past year and a half and Fingerhut has never returned to call to him. Our records indicate Mr. [redacted] spoke with a representative on February 19, 2015 where he was provided with the customer service phone number to discuss the issues he was having with his merchandise. Mr. [redacted] contacted Fingerhut on June 8, 2015 stating he returned the mattress to Fingerhut. We did not receive this item as a return, and credit was not issued to his Fingerhut Account. We have reviewed the phone call Mr. [redacted] placed to Fingerhut on June 11, 2015. During the phone call Mr. [redacted] stated the mattress was defective, however at that time Mr. [redacted] would have been unable to return the mattress. We require returns to be made in accordance with our return policy as stated previously. If Mr. [redacted] needs assistance with this product, he should contact National Extended Warranty at 1-866-813-2931. His warranty contact number is [redacted]. At this time Mr. [redacted]’s account balance is $0.00. If he has any further questions he may contact Fingerhut Customer Service at 1-800-250-2800 Monday-Friday 8:00AM- 8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KSTell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I have no choice but to accept this response because I can not find the email sent last year. In reference to the Verizon representative I spoke to, he never apologized like what’s written in the response and was very rude. I tried to make my case but I felt like he couldn’t cate less with what I had to say. Once my contract is up in November I will be changing internet providers even if ther service is a little bit slower
Sincerely,
[redacted]
A customer service representative reviewed the customer’s concerns and confirmed that the payments were made with gift cards. The representative advised the customer that he would reverse the payments totaling $350.00 back to the gift cards they were paid from.
On 2/**/17 Verizon Appeals Representative Heidi S called and reached [redacted] and advised him she would be willing to waive $100 of Early Termination Fees to make changes to his service. Heidi went over the customers options to change to Data only, Double Play with Data and Video and Data and Voice. All the rates were more than [redacted] wanted to pay but he chose Data only at $84.99 with no contract. [redacted] said he intends to most likely switch to Optimum. Heidi issued order [redacted] with a commitment date of 2/**/17 and has a follow up to credit $100 of Early Termination Fees when it is billed.
The early termination fee is a valid fee billed for terminating services prior to meeting the commitment date. [redacted] was provided monthly discounted services for agreeing to keep them for the time frame of 24 months which was disrupted prior to fulfillment. All charges have been sustained. Although the customer is not satisfied with the resolution, Verizon does consider this matter as being resolved.
Records indicate a representative spoke with the customer to review the payment history. Upon contact, the representative informed the customer no payment arrangement is necessary; as the payments never cleared his bank. The customer made full payment through Bill Matrix and the...
representative sent the customer an auto pay enrollment form. Additionally, the representative waived the two restoral fees the customer incurred due to the service interruption for non-payment.
CONFIDENTIAL COMMUNICATION June 22, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. In Ms. [redacted]’s complaint, she states our website has been down for weeks, and that she is receiving an “access denied” error message. She has tried normal fixes and even tried when visiting another country to access our website. She is requesting for us to fix the website. After reviewing our records, we show she was blocked from our website. This issue on our website has been fixed, and she can continue to pay her account as per usual. We will be removing the $27.00 late fee from Ms. [redacted]’s account caused by this issue and will see the credit on a future billing statement. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
Per Verizon records, A credit of $102.26 (prorated charges on the 12/**/17 bill) was already issued to the customer's account on 01/**/18 which immediately posted to the customer account and will reflect on their 01/**/18 bill. A recurring credit of $13 for 20 months was already issued on 12/**/17...
and reflect on the1/**/18 bill. I issued a credit of $52.62 ($49.99+$2.63 tax) for the Fios set up fee on the 12/**/17 bill which will post to the customers account within 24-48 hours and reflect on the customers 1/**/18 bill. Cancelled the installment billing for the remaining Fios setup fee of $49.99. The customer's bill should be approximately $144.84-$13 recurring credit, about $131.84. I will check the 1/**/18 bill (see AMT note) on 1/**/18 to make sure all charges are correct. The customer also wants to make sure she is not charged a technician fee and a change of telephone number fee because a subsequent technician was dispatched to get her phone working and to give her the original phone number she had. Advise the customer would waive all technician/change of telephone number fees on the 1/**/18 bill.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Yes some one did initially contact me and left a massage but with no follow up and no answer for my calls when I call them back and still every body is rude, the kind of business should not be acceptable and Sham on Verizon and its staff.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about his Verizon promotional package. [redacted] claims that he should have a total price of $78.35 which should be continued...
through June of 2018. [redacted] advised his pricing is at an amount of $128 currently. Upon review, Verizon noted that [redacted] had a case open with Verizon’s Executive Relations in June of 2016. Verizon communicated with [redacted] in June of 2016 and advised that his contract expired on **/**/16. An order was done to keep his current Verizon bundle discounts the same through June of 2017. On top of the Verizon discounts extended to [redacted] he also received a valued customer credit of $20 for 12 months. At that time, [redacted] was advised that his Verizon discounts will end in June of 2017 and the valued customer credit will end in October of 2017. The service order confirmation and the bills sent in June of 2016 confirm the expiration dates related to the discounts. [redacted] was also sent an email on 03/**/16 to the address, [redacted] which clearly detailed the expectations of his billing going forward. Verizon did review the online chat from the Verizon website with [redacted] but the emails and service order confirmation regarding his previous contract supersede any online chat text. Additionally, Verizon will review this information with the online chat representative to ensure policy is followed. Verizon communicated with [redacted] again on 07/**/17. We advised because he placed a new contractual order for new terms on **/**/17, any information communicated and not completed was no longer valid. This is because he agreed to new terms and promotions on **/**/17 at a total price of $122.58 for 2 years. [redacted] was told he has 30 days from that date to cancel. [redacted] intends to make a change prior to that date and I have advised him that I will care for his issues through completion. Regarding the information from this case though, it is valid that we uphold his new agreement and work around that to assist in lowering his bill. [redacted] understands that we will continue to work with him and he was satisfied.
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. Although I am not happy that the initial offer made accepted was revoked, I am satisified with the Solution we were able to resolve with.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 29, 2016 Revdex.com of Minnesota ...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to a follow-up inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are an updated statement of account activity, the Terms and Conditions, and our response dated July 13, 2016. Mr. [redacted] states that he incurred a thirty day delinquency on his credit report because Fingerhut did not apply the automatic payments to his account as agreed. Mr. [redacted] is requesting that Fingerhut remove the late payment reporting from all three credit bureaus. Based on our research, the WebBank/Fingerhut credit account ending in [redacted] was opened online September 14, 2015 with Mr. [redacted]‘s personal identifiable information. An order was placed over the phone on December 18, 2015 for a Marcy 100-lb. ECO Weight Set and a Marcy Flat/Decline Bench with Dumbell Set. The merchandise was delivered via UPS to the address provided on the credit application. Our records indicate that the electronic payments of $29.99 made on December 25, 2015 and January 25, 2016 were received after the due date of the 24th and caused two $27.00 late fees to be assessed on Mr. [redacted]’ balance for the December 2015 and January 2016 billing cycles. Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date. On January 25, 2016, Mr. [redacted] paid the minimum payment of $29.99 with a Fingerhut representative and set up automatic payments for $29.99 per month beginning February 24, 2016 to April 24, 2017. When Mr. [redacted]’ account cycled on January 28, 2016, the balance increased the minimum payment to $34.99. On March 11, 2016, a Fingerhut representative recognized the $29.99 monthly payment did not satisfy the minimum payment due and advised Mr. [redacted] to set up automatic payments based on the minimum payment due option to rectify the situation. Mr. [redacted] refused. No further payment schedules were set up. An individual payment of $68.98 was received on April 24, 2016 to bring the account current. As stated in our response dated July 13, 2016, no further payments were received until we received a $116.97 payment on July 8, 2016 to bring the account current. This resulted in a thirty day late being reported to the credit bureaus. Based on our research, Fingerhut sent notifications to Mr. [redacted] regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, 2016 and June 29, 2016. As stated in our initial response, we credited a $37.00 late fee on July 13, 2016. As of July 29, 2016, Mr. [redacted]’s account is current with a balance of $430.68 and past due of $0.00, with a minimum payment of $29.99 due August 24, 2016. An account review on July 27, 2016 confirms Equifax and Experian, are accurately reporting the account with a 30 day delinquency for June 2016. TransUnion is reporting “Current” for the month of May 2016 and has not updated reporting for June 2016. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]‘s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj Enclosures
Initial Business Response /* (1000, 5, 2015/06/11) */
CONFIDENTIAL COMMUNICATION
June 11, 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.
Our records confirm that the payments Ms. [redacted] references in the inquiry were all made using MasterCard credit card ending '[redacted]'. In researching this matter further, we found that the owner of this card is a person other than Ms. [redacted].
All of the payments made using this card have since been reversed ("chargeback"), which has been done at the behest of the bank/credit card company and not of our own volition. Ms. [redacted] indicates that she did not request the payments to be charged back to the card. If she has not done so already, we advise Ms. [redacted] to contact the owner of the credit card for more information, as the request likely came from that person.
On June 5, 2015 a cease and desist was placed on Ms. [redacted]'s account. No further call attempts will be made, or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Her account is closed to future purchases and additional purchases on it will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, American Express or Discover as payment.
Any outstanding balance will continue to accrue interest and she may be assessed late fees as her account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that the payments were made on credit card ending in [redacted] which is owned by Mr [redacted]. Mr [redacted] personally called Fingerhut to set up the payment with them. They say that the calls are monitored so there should be a copy of the conversation where he set up the payment. Also Mr [redacted] would not have been able to speak to a customer service agent without having my social security number which Fingerhut require when you call in to identify you. I have contacted Mr [redacted] as well as the bank who have notified me that the payments were authorized and although I have advised Fingerhut of this, the matter is still not resolved. Also why were there 12 payments but 13 reversals (no one at Fingerhut has been able to explain this to me as yet)
Final Business Response /* (4000, 9, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 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 further inquiry we received from your office on behalf of Ms. [redacted].
Our records agree with Ms. [redacted] that credit card ending '[redacted]' is registered in the name of [redacted]. We also agree that our policy allows Mr. [redacted] (or any third party) to use his card to make a payment on Ms. [redacted]'s account as long as he meets our verification requirements.
We were not suggesting in our previous response that the payments in question were reversed because they were made with Mr. [redacted]'s card or because we thought he didn't authorize them. What we intended to explain--and again emphasize--is that we did not make the decision to reverse the payments; that decision was made by the bank issuer of the credit card.
Please understand that the bank issuer has debited our account and reclaimed the payments in question; as a result, we no longer have these funds and are unable to reapply them to Ms. [redacted]'s account.
We carefully reviewed our records, and found that a total of ten payments for $250.43 each were originally made to Ms. [redacted]'s account. However, we found that a total of twelve reversals were done for $250.43 each. The two extra reversals were an error and should not have been done, which is why we issued two credits for $250.43 each on March 12, 2015 to correct Ms. [redacted]'s account. We apologize for any confusion this may have caused.
Having provided Ms. [redacted] with all information available to us, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
On 1/**/16, a Verizon customer service representative discussed the concerns with [redacted]. The representative advised that she placed a follow up on the account for January **, 2016 bill date. At that time a credit of $230.00 will be issued to the account for the ETF and...
$29.99 for the restoral fee. The representative also explained that the setup fee of $80.00 is warranted and the customer will not receive a promotional gift card as this was not part of the original Sales Order Confirmation. The representative placed an order to remove telephone and TV service and corrected the effective bill date for data to show 11/**/15. The customer advised the issue was resolved.
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:
Service has been interrupted since March and nothing has been done to fix it. I did receive a call stating that crews are working on the situation but still now service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my...
complaint has NOT been resolved because:
[Your Answer Here]
My complaint was inspired after consultation with Verizon's Usage Verification Center, as stated above. They were the department that was rude, unhelpful and completely disregarded the arrangement that had been set in place and had yet been fulfilled. This response in NO way resolves the matter nor does it address the broken agreement made between Verizon and I.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I am rejecting this response because:I been...
requested this account to be paid. You fail to recognize that your agents informed me that the account was charged off and they denied me to make a payment. I contacted Fingerhut in good faith last year to settle this. I informed you all that the bankruptcy was dismissed myself. If I had no intention of making this account right, I would have never called fingerhut after a 2 year debt. Even when I spoke to them last month, they stated you can make a payment but its charged off, its pointless. You are not accurately reporting anything to the credit bureaus. All I wanted to do was make this right and settle this debt.
CONFIDENTIAL COMMUNICATION December 27, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates she had previously requested that an order be deferred, that she was advised it would be done, but that it was not. She states that she has been emailing about it since October and that her account is past due, and it has impacted her credit report. Our records indicate Ms. [redacted] had a balance of $694.66 on her account before she made the October 12, 2106. The statement that was produced on October 6, 2016 indicated this balance, with a minimum payment of $46.99 due by November 2, 2016. Ms. [redacted] then placed an order on our website on October 12, 2016, totaling $648.97. She contacted us on October 20, 2016, and her order was deferred. Ms. [redacted]’ November statement reflected this deferral, showing an amount of $666.01 as the New Deferred Balance in the Deferred Payment Summary section. In addition, the section of the statement labeled Interest Charge Calculation clearly defines the amount of deferred purchases and the amount of non-deferred purchases, including the interest charge for each. In this case, the non-deferred purchase amount was $687.40 and the deferred purchase amount was $439.62. On that same statement, Ms. [redacted]’ Minimum Payment Due of $73.98 included a past due amount of $26.99 which was due on December 2, 2016. As a portion of the balance was non-deferred, a minimum payment was and is due on it. Additionally, each time the minimum amount due is not paid on time, a late fee may be assessed and the account may be reported delinquent to the credit bureaus, as outlined in the terms and conditions of the account. Our records reflect that Ms. [redacted]’ account currently has a minimum payment of $120.97 due by January 2, 2017. Ms. [redacted] may make payment arrangements by contacting us at ###-###-####, between the hours of 7:00am and 9:00pm, CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
Verizon stands by the initial response that we are unable to provide additional assistance with the sold account. All inquiries or disputes need to be handled directly with [redacted].
CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case # [redacted] Dear Ms. [redacted], We are writing in response to the inquiry we received from your office on behalf of...
Ms. [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists. As of November 15, 2016, we have removed Ms. [redacted] from all our Family of Brands mailing and rental lists. Please be advised the catalogs are preprinted three months in advance, please allow 8 to 12 weeks for them to discontinue. If Ms. [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION August 2, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he has contacted Fingerhut several times in the past year and a half and Fingerhut has never returned to call to him. Our records indicate Mr. [redacted] spoke with a representative on February 19, 2015 where he was provided with the customer service phone number to discuss the issues he was having with his merchandise. Mr. [redacted] contacted Fingerhut on June 8, 2015 stating he returned the mattress to Fingerhut. We did not receive this item as a return, and credit was not issued to his Fingerhut Account. We have reviewed the phone call Mr. [redacted] placed to Fingerhut on June 11, 2015. During the phone call Mr. [redacted] stated the mattress was defective, however at that time Mr. [redacted] would have been unable to return the mattress. We require returns to be made in accordance with our return policy as stated previously. If Mr. [redacted] needs assistance with this product, he should contact National Extended Warranty at 1-866-813-2931. His warranty contact number is [redacted]. At this time Mr. [redacted]’s account balance is $0.00. If he has any further questions he may contact Fingerhut Customer Service at 1-800-250-2800 Monday-Friday 8:00AM- 8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KSTell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I have no choice but to accept this response because I can not find the email sent last year. In reference to the Verizon representative I spoke to, he never apologized like what’s written in the response and was very rude. I tried to make my case but I felt like he couldn’t cate less with what I had to say. Once my contract is up in November I will be changing internet providers even if ther service is a little bit slower
Sincerely,
[redacted]
A customer service representative reviewed the customer’s concerns and confirmed that the payments were made with gift cards. The representative advised the customer that he would reverse the payments totaling $350.00 back to the gift cards they were paid from.
On 2/**/17 Verizon Appeals Representative Heidi S called and reached [redacted] and advised him she would be willing to waive $100 of Early Termination Fees to make changes to his service. Heidi went over the customers options to change to Data only, Double Play with Data and Video and Data and Voice. All the rates were more than [redacted] wanted to pay but he chose Data only at $84.99 with no contract. [redacted] said he intends to most likely switch to Optimum. Heidi issued order [redacted] with a commitment date of 2/**/17 and has a follow up to credit $100 of Early Termination Fees when it is billed.
The early termination fee is a valid fee billed for terminating services prior to meeting the commitment date. [redacted] was provided monthly discounted services for agreeing to keep them for the time frame of 24 months which was disrupted prior to fulfillment. All charges have been sustained. Although the customer is not satisfied with the resolution, Verizon does consider this matter as being resolved.
Records indicate a representative spoke with the customer to review the payment history. Upon contact, the representative informed the customer no payment arrangement is necessary; as the payments never cleared his bank. The customer made full payment through Bill Matrix and the...
representative sent the customer an auto pay enrollment form. Additionally, the representative waived the two restoral fees the customer incurred due to the service interruption for non-payment.
CONFIDENTIAL COMMUNICATION June 22, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. In Ms. [redacted]’s complaint, she states our website has been down for weeks, and that she is receiving an “access denied” error message. She has tried normal fixes and even tried when visiting another country to access our website. She is requesting for us to fix the website. After reviewing our records, we show she was blocked from our website. This issue on our website has been fixed, and she can continue to pay her account as per usual. We will be removing the $27.00 late fee from Ms. [redacted]’s account caused by this issue and will see the credit on a future billing statement. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
Per Verizon records, A credit of $102.26 (prorated charges on the 12/**/17 bill) was already issued to the customer's account on 01/**/18 which immediately posted to the customer account and will reflect on their 01/**/18 bill. A recurring credit of $13 for 20 months was already issued on 12/**/17...
and reflect on the1/**/18 bill. I issued a credit of $52.62 ($49.99+$2.63 tax) for the Fios set up fee on the 12/**/17 bill which will post to the customers account within 24-48 hours and reflect on the customers 1/**/18 bill. Cancelled the installment billing for the remaining Fios setup fee of $49.99. The customer's bill should be approximately $144.84-$13 recurring credit, about $131.84. I will check the 1/**/18 bill (see AMT note) on 1/**/18 to make sure all charges are correct. The customer also wants to make sure she is not charged a technician fee and a change of telephone number fee because a subsequent technician was dispatched to get her phone working and to give her the original phone number she had. Advise the customer would waive all technician/change of telephone number fees on the 1/**/18 bill.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Yes some one did initially contact me and left a massage but with no follow up and no answer for my calls when I call them back and still every body is rude, the kind of business should not be acceptable and Sham on Verizon and its staff.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about his Verizon promotional package. [redacted] claims that he should have a total price of $78.35 which should be continued...
through June of 2018. [redacted] advised his pricing is at an amount of $128 currently. Upon review, Verizon noted that [redacted] had a case open with Verizon’s Executive Relations in June of 2016. Verizon communicated with [redacted] in June of 2016 and advised that his contract expired on **/**/16. An order was done to keep his current Verizon bundle discounts the same through June of 2017. On top of the Verizon discounts extended to [redacted] he also received a valued customer credit of $20 for 12 months. At that time, [redacted] was advised that his Verizon discounts will end in June of 2017 and the valued customer credit will end in October of 2017. The service order confirmation and the bills sent in June of 2016 confirm the expiration dates related to the discounts. [redacted] was also sent an email on 03/**/16 to the address, [redacted] which clearly detailed the expectations of his billing going forward. Verizon did review the online chat from the Verizon website with [redacted] but the emails and service order confirmation regarding his previous contract supersede any online chat text. Additionally, Verizon will review this information with the online chat representative to ensure policy is followed. Verizon communicated with [redacted] again on 07/**/17. We advised because he placed a new contractual order for new terms on **/**/17, any information communicated and not completed was no longer valid. This is because he agreed to new terms and promotions on **/**/17 at a total price of $122.58 for 2 years. [redacted] was told he has 30 days from that date to cancel. [redacted] intends to make a change prior to that date and I have advised him that I will care for his issues through completion. Regarding the information from this case though, it is valid that we uphold his new agreement and work around that to assist in lowering his bill. [redacted] understands that we will continue to work with him and he was satisfied.