CONFIDENTIAL COMMUNICATION April 20, 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. Per our Mobile Device Return Policy, only damaged or defective devices can be exchanged for an identical device on phones. Once shipped, mobile devices cannot be returned for credit. This information is found in our return policy as well as being listed directly under the description for this specific item. Customer Satisfaction is a top priority and while we sympathize with Ms. [redacted]’s situation, the policy is being applied the same for Ms. [redacted] as it would for any customer with similar circumstances. As stated previously, we cannot accept the return of the phone and no credit will be issued. Ms. [redacted] is responsible for the remaining balance on her account. On April 1, 2016 we revoked consent to call on the phone numbers currently associated with Ms. [redacted]’s account ###-###-#### per her request. Ms. [redacted] will no longer receive collection calls. As we have provided Ms. [redacted] with all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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:
I received numerous phone messages from Verizon with no information provided, but three of them asked me to call back. I returned the call on two of them, and was planning on returning the most recent call today or tomorrow (if we can communicate here on Revdex.com, it would be easier, so at this point, I may not return the 3rd call). Both attempts I made to call the number back resulted in an answering machine only. I work * days a week, most days over 12 hours. So, I can not answer the phone for significant portions of the day. As stated, I have tried to call back, but that has not been successful.Your statement that I was notified about the sports fee does not address my concern. My concern is that I have absolutely no interest in sports, and never signed up for any sports package. If I need to pay a fee to receive sports content, I authorize Verizon to remove all sports-only channels from my contract. Also, merely stating that I was notified about a new fee does not address the fact that my fees increased by over 3*.8% from one month to the next under the same contract. Slight fluctuations in fees and taxes are one thing, but a 3*.8% increase is completely unreasonable. I suppose you could charge me $100,000 in new fees next month, and I would be legally obliged to pay it?As far as contacting [redacted] about the e-mail issues, as stated previously, I already did so. They started by dodging the question, and ended up ignoring my response. I understand that Verizon owns [redacted], and I pay Verizon, not [redacted]. Therefore, I am directing my issues to Verizon. When I signed up for Fios 10+ years ago, the agent that signed me up stated that e-mail was included. So, since [redacted] was unable/unwilling to provide a response, I expect an answer from Verizon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service. Verizon is experiencing technical difficulties with our ordering system to place the upgrade to the...
consumer’s account. Verizon’s technical support team is working to resolve the issue. Verizon will work directly with the consumer and will contact the consumer once the issue has been resolved with our technical support team. As a courtesy for the ongoing issue Verizon has issued the consumer a credit to their account for $238.50. The consumer has our contact information as well should they have any further concerns before the issue is resolved.
2017 ...⇄ Revdex.com of Minnesota �...⇄ # 3[redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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 an order placed with us. In Ms. [redacted]’s inquiry, she states she placed an order on January 25, 2017, which was cancelled on January 26, 2017, as a fraudulent order. Ms. [redacted] is upset as we never contacted her regarding the order, and the authorization charge placed on her account for the order has not been removed. Ms. [redacted] is requesting for the authorization charge be removed from her account for the cancelled order. After reviewing Ms. [redacted]’s account, we show the order placed January 25, 2017 was canceled because the card and billing address information did not match, and was stopped by a security rule. We would need a good billing address for the credit card for the order to process correctly. If Ms. [redacted] would still like to place the order, we recommend she go through a manual verification with the bank and a representative from our card services department. She may contact them at ###-###-####, option 3. They can do a three-way call with her and the bank to do the manual verification. Our records also show Ms. [redacted] was in contact with our representative on February 22, 2017, at which time, notified us that the funds were released to her account for the authorization of the original order placed on January 25, 2017. In regards to Ms. [redacted]’s statement that she ordered from us through her employer’s website, please be advised that we have no affiliation with Ms. [redacted]’s employer, and are not aware of any employers that would present our website for order. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
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]
On February 2013 I had resolved the issue with Verizon and they had adjusted my account took partial payment and reinstated my service. According to Verizon They went and created a fictitious account under my name and dump the debt without my knowledge and sold the account to Orion Portfolio in 2015. They did not honored they they previous agreement with me. I want copy off all the long distance charges from Verizon that represent that debt in order to dispute the total amount. I had never received any communication letter or call from Orion Portfolio. I Sincerely request a copy of the first resolution letter of my first complaint to Revdex.com from Verizon.
Sincerely[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Subsequent to receipt of the rebuttal complaint, I spoke with [redacted] on May **, 2016 regarding the payments alleged to have been made through her bank to her Verizon landline account. I asked [redacted] for the disputed payment amounts and date each was paid. [redacted] provided advised payments of $264 and two (2) separate $27.01 payments were paid February *, 2016, March *, 2016 and April **, 2016, respectively. I subsequently forwarded this information to our Financial Services Department for further investigation. Financial Services advised that all of these payments were made from [redacted]’s Direct Home Banking to Verizon Wireless. I was also advised that an $86 payment originally paid to Verizon Wireless was transferred to her landline account May **, 2016. Today, June *, 2016, I contacted [redacted] and provided her with this information. [redacted] was appreciative of the call and information and advised she would later check with her bank.
2016 ...⇄ Revdex.com of Minnesota Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: 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.The account Ms. [redacted] is referring to does not reflect that she is the account-holder. In the interest of customer confidentiality, we will send a response directly to the customer.Thank you for allowing us to explain.Sincerely,Vi [redacted]Executive Care TeamVF/jm
CONFIDENTIAL COMMUNICATION May 24, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states Fingerhut processed a payment for $206.00 on May 15, 2016 without her authorization. Ms. [redacted] further states she called Fingerhut on May 16, 2016 to inquire about the payment, but was not able to get any details. Ms. [redacted] is requesting a refund for $206.00 and an explanation of who authorized the $206.00 payment to process on May 15, 2016. According to our records, Ms. [redacted] called Fingerhut on April 29, 2016 to make a same day payment for $200.00 with an American Express Card. Ms. [redacted] provided the new card information and agreed to the payment authorization read by the agent. After carefully reviewing the call recording dated April 29, 2016, we can verify that Ms. [redacted] authorized two additional future payments for $206.00; one on May 15, 2016 and the second on May 31, 2016. The payment scripting was read by the agent and Ms. [redacted] gave her verbal authorization to schedule the payments. A letter confirming the two scheduled payments was mailed to Ms. [redacted] on May 3, 2016. The payment for $206.00 processed successfully and brought Ms. [redacted]’ account current. There are no remaining payments scheduled and the American Express card used for the payment in question has been disabled. Fingerhut is unable to honor Ms. [redacted]’ request for a refund because she gave verbal authorization to schedule the payment. Ms. [redacted] may contact her bank if she chooses to request a payment reversal. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg [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:
Verizon has once contacted me as part of my previous inquiries before Revdex.com filing, and rejected my claim. THEN the corporate office called me, left a message, regarding the Revdex.com filing. I called back 5 times!! and EVERY time I got the typical Verizon runaround with voicemail menus. Starting around 12/** I returned calls from Dorita J[redacted] and every call said "[redacted]" Then when I try the main menu it just keeps saying to return to mailboxes. So, in summary, neither the original remedy promised by Verizon, nor this Revdex.com filing has resulted in anything but more emails.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A Verizon representative spoke with [redacted] in regards to this inquiry. We confirmed that the account is being corrected by an manual adjustment monthly after the bill is generates. We confirmed the ending date of her contract to be August **, 2016. [redacted] does...
also have the direct number of the account specialist handling this inquiry should she need to contact us back.
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 at this time. If I continue to have problems with this product I will still like o return it because I do not want to ever deal with them again.
Initial Business Response /* (1000, 8, 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]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We sincerely apologize for any difficulty Mr. [redacted] experienced as a result of the issue outlined in the inquiry.
Our investigation confirms that Mr. [redacted] placed an order on July 4, 2015 for a MasterCraft Convertible Electric Trimmer & Edger and two (2) packages of Heat and Drought Grass Seed. The total cost of the order was $222.42. Mr. [redacted] paid this order in full with the $222.42 payment he made on July 14, 2015.
On July 16, 2015, he placed a new order for a Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen. Because the total cost exceeded Mr. [redacted]'s credit limit, he paid the overage of $130 with a credit card. It was shipped the next day on July 17, 2015.
On the same date, our Credit Risk Department attempted to cancel the order for the stereo, but could not stop it in time. A request was made to the shipping carrier, United Parcel Service (UPS), to have the stereo returned to sender. UPS received our notification on July 20, 2015 and proceeded to send it back to us.
The Credit Risk Department policy is such that when a customer is in the status category of "new" and makes a large payment of $100 or more, they will put a hold on the account for 14 days. This is a precautionary measure to ensure that the large payment clears the bank. If there is a new order that exceeds the credit limit while this hold is in effect, they will cancel the order or request the return of the package if it has already been shipped.
This was the case with Mr. [redacted]'s order as it met all of the above criteria (despite his credit card payment covering the amount exceeding his credit limit).
Mr. [redacted] received full credit for the stereo, including the Express shipping/handling charge, when it was returned to us on July 28, 2015. On the same date, an electronic refund of $130 was issued back to his MasterCard ending '3140'. This should have already posted as a credit back to his card; if not, he should allow a few more days for it to process.
Our records indicate that a Credit Risk agent advised Mr. [redacted] by phone of these reasons for the intercepted package on July 23, 2015.
While we understand this process may be a frustrating inconvenience to our customers, it remains a necessary service and precaution that is intended for their protection, as well as our own. We again apologize for any inconvenience this may have caused Mr. [redacted].
As the payment Mr. [redacted] made on his account cleared, the hold has been removed. Mr. [redacted] is now able to repurchase the Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen should he wish to.
Thank you for the opportunity to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */
Verizon spoke with the customer and confirmed the cancellation of his order. We also advised the customer that he will not be billed for the FiOS services that were not delivered. The required equipment return authorization has been issued and based upon the customer’s stated intent to return that...
equipment forthwith, he will not be billed unreturned equipment charges. An email confirming all action taken was provided to the customer. Verizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter.
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: The Verizon Notification email for Fios Order - [redacted] which I received on Jan. **, 2017 clearly shows the standard service rate for the DoublePlay bundle as $89.98 and $45 in discounts that are to be applied to the monthly service fees throughout the two term of the contract. Given that documentation supports the claim I respectfully request that Verizon honor the rate throughout the term of the contract.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon sustains its prior response: In accordance with ourinvestigation, the January, February, and March 2015 bills were all mailed tothe [redacted] address provided and confirmed by the complainant when sheterminated service on 1/**/15. A paid in full letter was mailed to thecomplainant on 6/**/15 to the [redacted] address on record.No new information has been presented nor is there any newissue that can be addressed by Verizon. The customer continues to claim thatshe failed to receive her final bills. They were all mailed to the address sheprovided in accordance with the term service order and continually confirmed bysubsequent customer correspondence. The complainant needs to address thismatter with the post office as there is no record of any returned bills orother correspondence sent to this customer.
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:
Verizon did not honor the original contract as given to us by their sales representative. This is a blatant bait and switch by their company. Now we are in a contract that was NOT quoted
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION [redacted] Jessup, Pennsylvania 18434-1833 November 9,...
2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband internet order. Ms. [redacted] states that she placed an order on Haband’s website two years ago. She was asked if she wanted to enroll in Haband’s VIP Plus program for $14.95. She was not aware that it was a monthly fee until recently. She called Haband’s VIP Plus Team and they agreed to give her a refund for one year of the membership. They also said they would have someone contact her to get the full amount refunded. She states that she was billed for a VIP club on a monthly fee without notifying her. Our records indicate that while placing an a web order on November 14, 2013 for multiple articles of clothing, Ms. [redacted] was presented with an offer to accept a membership in our Haband VIP Plus program. The offer included a gift code number representing $15.00 off your next Haband purchase compliments of Haband VIP Plus. To enroll in this program, the customer must click on the applicable banner ad and is taken to a landing page that fully describes the term and benefits of Haband VIP Plus. Within the Offer Details section, the customer is advised that they may activate a membership in VIP Plus and claim a $15.00 gift code to apply to their next Haband purchase and start enjoying the benefits of VIP Plus for the next 30 days. A nominal activation fee of $1.99 is billed by Haband VIP Plus to the credit card used on the Haband order. After the first 30 days the membership automatically continues for a monthly $14.97 membership fee, billed by Haband VIP Plus, to the same credit card used on the Haband Order transaction unless the customer requests to cancel the membership. Cancellation may be made at any time with no further obligation. The VIP Plus membership was cancelled on September 2, 2016. One refund of $14.97 was issued on the same date. 11 refunds of $14.97 were issued on September 7, 2016, 8 refunds of $14.97 and one refund of $1.99 were issued on November 7, 2016. These refunds were all issued back to the credit card in which the payments were originally applied. The 14 additional monthly fees of $14.97 each were issued in the form of a refund check for $209.58 on November 8, 2016. If Ms. [redacted] has any further questions or concerns, she may contact Haband VIP Plus directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
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:I have no doubt that Verizon told me at the time that the discount would be renewed in a year if I called. I asked at the time that they send me a confirmation in writing, which they said they would do, that the discount in question would be reapplied. While I got a email message, it did not contain the promised language. Rather than try again to contact Verizon customer service at the time, I opted to trust that they would honor their commitment.Why was the discount offered in the first place? Because of confusion in the pricing of a 2 year contract. So why then would I accept a discount for just one year?I have been a Verizon customer for many years, and I am extremely disappointed in their continued denials, if not outright lies. I do not accept this resolution. I would like to see a complete transcript of all account records held by Verizon so I can review them.
[Your Answer Here]
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]
Yet again Verizon has offered solutions and has failed to follow through. Line was not buried on 08/**/2017 but the yard was painted around their connection box. This is the 3rd issue in a year that I've filed a complain against Verizion.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The company called the customer on 2/**/16 and again on 3/*/16 to discuss her concerns. The company has agreed honor the discounts through the end of her contract. There are 2 promotions, 1 for $25.00 and another for $10.00 that shows they would have expired 4/**/17. Verizon will extend them...
through to 2/**/18, the end of contract date. The customer has been provided direct contact information.
CONFIDENTIAL COMMUNICATION April 20, 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. Per our Mobile Device Return Policy, only damaged or defective devices can be exchanged for an identical device on phones. Once shipped, mobile devices cannot be returned for credit. This information is found in our return policy as well as being listed directly under the description for this specific item. Customer Satisfaction is a top priority and while we sympathize with Ms. [redacted]’s situation, the policy is being applied the same for Ms. [redacted] as it would for any customer with similar circumstances. As stated previously, we cannot accept the return of the phone and no credit will be issued. Ms. [redacted] is responsible for the remaining balance on her account. On April 1, 2016 we revoked consent to call on the phone numbers currently associated with Ms. [redacted]’s account ###-###-#### per her request. Ms. [redacted] will no longer receive collection calls. As we have provided Ms. [redacted] with all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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:
I received numerous phone messages from Verizon with no information provided, but three of them asked me to call back. I returned the call on two of them, and was planning on returning the most recent call today or tomorrow (if we can communicate here on Revdex.com, it would be easier, so at this point, I may not return the 3rd call). Both attempts I made to call the number back resulted in an answering machine only. I work * days a week, most days over 12 hours. So, I can not answer the phone for significant portions of the day. As stated, I have tried to call back, but that has not been successful.Your statement that I was notified about the sports fee does not address my concern. My concern is that I have absolutely no interest in sports, and never signed up for any sports package. If I need to pay a fee to receive sports content, I authorize Verizon to remove all sports-only channels from my contract. Also, merely stating that I was notified about a new fee does not address the fact that my fees increased by over 3*.8% from one month to the next under the same contract. Slight fluctuations in fees and taxes are one thing, but a 3*.8% increase is completely unreasonable. I suppose you could charge me $100,000 in new fees next month, and I would be legally obliged to pay it?As far as contacting [redacted] about the e-mail issues, as stated previously, I already did so. They started by dodging the question, and ended up ignoring my response. I understand that Verizon owns [redacted], and I pay Verizon, not [redacted]. Therefore, I am directing my issues to Verizon. When I signed up for Fios 10+ years ago, the agent that signed me up stated that e-mail was included. So, since [redacted] was unable/unwilling to provide a response, I expect an answer from Verizon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service. Verizon is experiencing technical difficulties with our ordering system to place the upgrade to the...
consumer’s account. Verizon’s technical support team is working to resolve the issue. Verizon will work directly with the consumer and will contact the consumer once the issue has been resolved with our technical support team. As a courtesy for the ongoing issue Verizon has issued the consumer a credit to their account for $238.50. The consumer has our contact information as well should they have any further concerns before the issue is resolved.
CONFIDENTIAL COMMUNICATION February 27,...
2017 ...⇄ Revdex.com of Minnesota �...⇄ # 3[redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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 an order placed with us. In Ms. [redacted]’s inquiry, she states she placed an order on January 25, 2017, which was cancelled on January 26, 2017, as a fraudulent order. Ms. [redacted] is upset as we never contacted her regarding the order, and the authorization charge placed on her account for the order has not been removed. Ms. [redacted] is requesting for the authorization charge be removed from her account for the cancelled order. After reviewing Ms. [redacted]’s account, we show the order placed January 25, 2017 was canceled because the card and billing address information did not match, and was stopped by a security rule. We would need a good billing address for the credit card for the order to process correctly. If Ms. [redacted] would still like to place the order, we recommend she go through a manual verification with the bank and a representative from our card services department. She may contact them at ###-###-####, option 3. They can do a three-way call with her and the bank to do the manual verification. Our records also show Ms. [redacted] was in contact with our representative on February 22, 2017, at which time, notified us that the funds were released to her account for the authorization of the original order placed on January 25, 2017. In regards to Ms. [redacted]’s statement that she ordered from us through her employer’s website, please be advised that we have no affiliation with Ms. [redacted]’s employer, and are not aware of any employers that would present our website for order. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
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]
On February 2013 I had resolved the issue with Verizon and they had adjusted my account took partial payment and reinstated my service. According to Verizon They went and created a fictitious account under my name and dump the debt without my knowledge and sold the account to Orion Portfolio in 2015. They did not honored they they previous agreement with me. I want copy off all the long distance charges from Verizon that represent that debt in order to dispute the total amount. I had never received any communication letter or call from Orion Portfolio. I Sincerely request a copy of the first resolution letter of my first complaint to Revdex.com from Verizon.
Sincerely[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Subsequent to receipt of the rebuttal complaint, I spoke with [redacted] on May **, 2016 regarding the payments alleged to have been made through her bank to her Verizon landline account. I asked [redacted] for the disputed payment amounts and date each was paid. [redacted] provided advised payments of $264 and two (2) separate $27.01 payments were paid February *, 2016, March *, 2016 and April **, 2016, respectively. I subsequently forwarded this information to our Financial Services Department for further investigation. Financial Services advised that all of these payments were made from [redacted]’s Direct Home Banking to Verizon Wireless. I was also advised that an $86 payment originally paid to Verizon Wireless was transferred to her landline account May **, 2016. Today, June *, 2016, I contacted [redacted] and provided her with this information. [redacted] was appreciative of the call and information and advised she would later check with her bank.
CONFIDENTIAL COMMUNICATIONApril 28,...
2016 ...⇄ Revdex.com of Minnesota Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: 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.The account Ms. [redacted] is referring to does not reflect that she is the account-holder. In the interest of customer confidentiality, we will send a response directly to the customer.Thank you for allowing us to explain.Sincerely,Vi [redacted]Executive Care TeamVF/jm
CONFIDENTIAL COMMUNICATION May 24, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states Fingerhut processed a payment for $206.00 on May 15, 2016 without her authorization. Ms. [redacted] further states she called Fingerhut on May 16, 2016 to inquire about the payment, but was not able to get any details. Ms. [redacted] is requesting a refund for $206.00 and an explanation of who authorized the $206.00 payment to process on May 15, 2016. According to our records, Ms. [redacted] called Fingerhut on April 29, 2016 to make a same day payment for $200.00 with an American Express Card. Ms. [redacted] provided the new card information and agreed to the payment authorization read by the agent. After carefully reviewing the call recording dated April 29, 2016, we can verify that Ms. [redacted] authorized two additional future payments for $206.00; one on May 15, 2016 and the second on May 31, 2016. The payment scripting was read by the agent and Ms. [redacted] gave her verbal authorization to schedule the payments. A letter confirming the two scheduled payments was mailed to Ms. [redacted] on May 3, 2016. The payment for $206.00 processed successfully and brought Ms. [redacted]’ account current. There are no remaining payments scheduled and the American Express card used for the payment in question has been disabled. Fingerhut is unable to honor Ms. [redacted]’ request for a refund because she gave verbal authorization to schedule the payment. Ms. [redacted] may contact her bank if she chooses to request a payment reversal. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg [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:
Verizon has once contacted me as part of my previous inquiries before Revdex.com filing, and rejected my claim. THEN the corporate office called me, left a message, regarding the Revdex.com filing. I called back 5 times!! and EVERY time I got the typical Verizon runaround with voicemail menus. Starting around 12/** I returned calls from Dorita J[redacted] and every call said "[redacted]" Then when I try the main menu it just keeps saying to return to mailboxes. So, in summary, neither the original remedy promised by Verizon, nor this Revdex.com filing has resulted in anything but more emails.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A Verizon representative spoke with [redacted] in regards to this inquiry. We confirmed that the account is being corrected by an manual adjustment monthly after the bill is generates. We confirmed the ending date of her contract to be August **, 2016. [redacted] does...
also have the direct number of the account specialist handling this inquiry should she need to contact us back.
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 at this time. If I continue to have problems with this product I will still like o return it because I do not want to ever deal with them again.
Initial Business Response /* (1000, 8, 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]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We sincerely apologize for any difficulty Mr. [redacted] experienced as a result of the issue outlined in the inquiry.
Our investigation confirms that Mr. [redacted] placed an order on July 4, 2015 for a MasterCraft Convertible Electric Trimmer & Edger and two (2) packages of Heat and Drought Grass Seed. The total cost of the order was $222.42. Mr. [redacted] paid this order in full with the $222.42 payment he made on July 14, 2015.
On July 16, 2015, he placed a new order for a Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen. Because the total cost exceeded Mr. [redacted]'s credit limit, he paid the overage of $130 with a credit card. It was shipped the next day on July 17, 2015.
On the same date, our Credit Risk Department attempted to cancel the order for the stereo, but could not stop it in time. A request was made to the shipping carrier, United Parcel Service (UPS), to have the stereo returned to sender. UPS received our notification on July 20, 2015 and proceeded to send it back to us.
The Credit Risk Department policy is such that when a customer is in the status category of "new" and makes a large payment of $100 or more, they will put a hold on the account for 14 days. This is a precautionary measure to ensure that the large payment clears the bank. If there is a new order that exceeds the credit limit while this hold is in effect, they will cancel the order or request the return of the package if it has already been shipped.
This was the case with Mr. [redacted]'s order as it met all of the above criteria (despite his credit card payment covering the amount exceeding his credit limit).
Mr. [redacted] received full credit for the stereo, including the Express shipping/handling charge, when it was returned to us on July 28, 2015. On the same date, an electronic refund of $130 was issued back to his MasterCard ending '3140'. This should have already posted as a credit back to his card; if not, he should allow a few more days for it to process.
Our records indicate that a Credit Risk agent advised Mr. [redacted] by phone of these reasons for the intercepted package on July 23, 2015.
While we understand this process may be a frustrating inconvenience to our customers, it remains a necessary service and precaution that is intended for their protection, as well as our own. We again apologize for any inconvenience this may have caused Mr. [redacted].
As the payment Mr. [redacted] made on his account cleared, the hold has been removed. Mr. [redacted] is now able to repurchase the Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen should he wish to.
Thank you for the opportunity to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */
Verizon spoke with the customer and confirmed the cancellation of his order. We also advised the customer that he will not be billed for the FiOS services that were not delivered. The required equipment return authorization has been issued and based upon the customer’s stated intent to return that...
equipment forthwith, he will not be billed unreturned equipment charges. An email confirming all action taken was provided to the customer. Verizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter.
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: The Verizon Notification email for Fios Order - [redacted] which I received on Jan. **, 2017 clearly shows the standard service rate for the DoublePlay bundle as $89.98 and $45 in discounts that are to be applied to the monthly service fees throughout the two term of the contract. Given that documentation supports the claim I respectfully request that Verizon honor the rate throughout the term of the contract.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon sustains its prior response: In accordance with ourinvestigation, the January, February, and March 2015 bills were all mailed tothe [redacted] address provided and confirmed by the complainant when sheterminated service on 1/**/15. A paid in full letter was mailed to thecomplainant on 6/**/15 to the [redacted] address on record.No new information has been presented nor is there any newissue that can be addressed by Verizon. The customer continues to claim thatshe failed to receive her final bills. They were all mailed to the address sheprovided in accordance with the term service order and continually confirmed bysubsequent customer correspondence. The complainant needs to address thismatter with the post office as there is no record of any returned bills orother correspondence sent to this customer.
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:
Verizon did not honor the original contract as given to us by their sales representative. This is a blatant bait and switch by their company. Now we are in a contract that was NOT quoted
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION [redacted] Jessup, Pennsylvania 18434-1833 November 9,...
2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband internet order. Ms. [redacted] states that she placed an order on Haband’s website two years ago. She was asked if she wanted to enroll in Haband’s VIP Plus program for $14.95. She was not aware that it was a monthly fee until recently. She called Haband’s VIP Plus Team and they agreed to give her a refund for one year of the membership. They also said they would have someone contact her to get the full amount refunded. She states that she was billed for a VIP club on a monthly fee without notifying her. Our records indicate that while placing an a web order on November 14, 2013 for multiple articles of clothing, Ms. [redacted] was presented with an offer to accept a membership in our Haband VIP Plus program. The offer included a gift code number representing $15.00 off your next Haband purchase compliments of Haband VIP Plus. To enroll in this program, the customer must click on the applicable banner ad and is taken to a landing page that fully describes the term and benefits of Haband VIP Plus. Within the Offer Details section, the customer is advised that they may activate a membership in VIP Plus and claim a $15.00 gift code to apply to their next Haband purchase and start enjoying the benefits of VIP Plus for the next 30 days. A nominal activation fee of $1.99 is billed by Haband VIP Plus to the credit card used on the Haband order. After the first 30 days the membership automatically continues for a monthly $14.97 membership fee, billed by Haband VIP Plus, to the same credit card used on the Haband Order transaction unless the customer requests to cancel the membership. Cancellation may be made at any time with no further obligation. The VIP Plus membership was cancelled on September 2, 2016. One refund of $14.97 was issued on the same date. 11 refunds of $14.97 were issued on September 7, 2016, 8 refunds of $14.97 and one refund of $1.99 were issued on November 7, 2016. These refunds were all issued back to the credit card in which the payments were originally applied. The 14 additional monthly fees of $14.97 each were issued in the form of a refund check for $209.58 on November 8, 2016. If Ms. [redacted] has any further questions or concerns, she may contact Haband VIP Plus directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
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:I have no doubt that Verizon told me at the time that the discount would be renewed in a year if I called. I asked at the time that they send me a confirmation in writing, which they said they would do, that the discount in question would be reapplied. While I got a email message, it did not contain the promised language. Rather than try again to contact Verizon customer service at the time, I opted to trust that they would honor their commitment.Why was the discount offered in the first place? Because of confusion in the pricing of a 2 year contract. So why then would I accept a discount for just one year?I have been a Verizon customer for many years, and I am extremely disappointed in their continued denials, if not outright lies. I do not accept this resolution. I would like to see a complete transcript of all account records held by Verizon so I can review them.
[Your Answer Here]
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]
Yet again Verizon has offered solutions and has failed to follow through. Line was not buried on 08/**/2017 but the yard was painted around their connection box. This is the 3rd issue in a year that I've filed a complain against Verizion.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The company called the customer on 2/**/16 and again on 3/*/16 to discuss her concerns. The company has agreed honor the discounts through the end of her contract. There are 2 promotions, 1 for $25.00 and another for $10.00 that shows they would have expired 4/**/17. Verizon will extend them...
through to 2/**/18, the end of contract date. The customer has been provided direct contact information.