CONFIDENTIAL COMMUNICATION
March 24, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received...
from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] opened a WebBank/Fingerhut Advantage Credit Account on September 11, 2015. On that same date she purchased a Madison Park Beverly 7pc Comforter Set - Cal King, a Delray Diamond Hemstitch 6pc Sheet Set - Cal King, and an alcove Jacobean Vine 20-Pc. Bedroom Set - Queen.
We received the first payment of $30.00 from Ms. [redacted] on October 11, 2015. On November 3, 2015 Ms. [redacted] purchased an Easy Steps II - Extra Wide. Ms. [redacted] made a payment of $30.00 on November 11, 2015. This amount did not satisfy the $34.99, which was the minimum amount due for the month of November. Please note that when the full minimum amount due is not received by the due date, the minimum monthly payment amount due the next month will be higher and continue to be higher until the correct minimum amount due is received.
Ms. [redacted] purchased a McLeland Design Electric Microplush Sherpa Blanket - Twin on November 23, 2015. Because of this purchase, her minimum amount due increased. We received a payment of $30.00 on December 11, 2015. Again, this did not meet the minimum payment due of $51.98. Consequently, Ms. [redacted] was charged a late fee in the amount of $27.00.
When Ms. [redacted] opened her Fingerhut Account she ag[redacted] to the terms and conditions of the credit account. Within these terms and conditions it states, "Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles."
We received a payment of $21.00 on January 9, 2016 and an additional payment of $15.00 on January 11, 2016. This again did not meet the minimum amount due of $62.97. Ms. [redacted] was charged a $37.00 late fee on January 11, 2016. As a courtesy to Ms. [redacted] the $37.00 late fee that was charged on January 11, 2016 was waived.
We did not receive a payment in February or March of 2016. This resulted in two additional late fees on February 11, 2016 and March 11, 2016. Both of these late fees were the amount of $37.00.
Ms. [redacted] states she does not receive her statement via mail or online. Our records show Ms. [redacted] receives electronic statements each month to the e-mail address, GIN[redacted]@yahoo.com. If she would like to receive statements mailed to her each month, she can sign up to receive them on our website. On Fingerhut.com, customers can go to My Account, and under the My Credit Account, they can update preferences to receive and view statements.
We have enclosed a copy of Ms. [redacted]'s itemized statement to ensure a better understanding of her WebBank/Fingerhut Account.
Per Ms. [redacted]'s request on March 24, 2016 her Fingerhut Account has been closed. If Ms. [redacted]'s account was not paid in full when she closed it, her outstanding balances will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. She will not be able to use her Account for any purchased effective immediately.
Ms. [redacted] is responsible for payments on this account. Her current balance is $627.31. A minimum payment of $156.95 is due by April 11, 2016.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
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.
Since the customers service has been cancelled it is not guaranteed that he can make the payment via his online account. We are unable to take a payment. The customer will have to call in or mail in his payment.
The case was acknowledge upon receipt and sent to a specialist for resolution. According to our records, the customer did place an order on December *, 2016 with a December **, 2016 due date. The account was set up and the customer disconnected the service on the same day December **,...
2016. The customer did have to give a $250.00 deposit to establish internet service. The refund check of $250.00 was processed on October **, 2017 and the customer should receive it in seven to ten days at the address on file.
CONFIDENTIAL COMMUNICATION
March 23, 2016
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 Credit Account and related SafeLine Account Protection Plus plan (SafeLine Plus).
Our records show that Ms. [redacted] elected to enroll in SafeLine Plus on December 20, 2012 while completing an application for credit on the Fingerhut website. This is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account; the monthly fee is $1.19 for every $100 of the credit account statement balance and is disclosed in the "fees" section of the customer's monthly statement.
Since early 2014, Ms. [redacted] has opened multiple separate benefit claims with SafeLine and its various categories of covered life events. While Ms. [redacted] does not specify any one claim in particular or a timeframe in which her credit reporting was affected, we received and reviewed all of SafeLine's records for Ms. [redacted]'s recent benefit claims. We found that, with each benefit, there was a common occurrence in which SafeLine received insufficient documentation back from Ms. [redacted], and they had to send additional correspondence and make additional attempts to receive the proper proof that was needed to approve the benefit.
Ms. [redacted] recently initiated claims for:
"Life Event - General" on November 23, 2015
"Life Event - Care for Spouse/Family Member" on January 8, 2016
"Life Event - Change of Primary Address" on January 8, 2016
"Life Event - Reduction in Work Hours" on January 16, 2016, and another
"Life Event - Care for Spouse/Family Member" on February 10, 2016.
For the first benefit claim, Ms. [redacted] returned documentation to SafeLine indicating she wanted to open a benefit for "college graduation". On December 16, 2015 a letter of benefit denial was sent because graduation from schooling is not a covered life event per the SafeLine contract terms. For the second benefit claim, Ms. [redacted] returned a completed application, but it did not include proof of expenses for her care of a sick spouse/family member. On January 20, 2016, SafeLine sent a letter requesting the missing information and stating that, without it, no benefits could be approved.
Her third benefit claim was approved, and she received one monthly benefit payment which posted to her account on January 19, 2016 for $75.51. This was the maximum number of benefits allowed for the "change of address" event type per SafeLine's contract terms. Her fourth benefit was also approved, on March 3, 2016--after Fingerhut waited for an extended period to receive additional documentation from Ms. [redacted]. She did meet the eligibility requirements for the "reduction in work hours" benefit. To date, this benefit has paid a total of $148.53 ($75.51 plus $73.02) to Ms. [redacted]'s account, which represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on March 3, 2016.
Ms. [redacted]'s fifth and latest benefit claim she initiated was approved on February 23, 2016 when SafeLine received documentation to substantiate her care for a sick spouse/family member. To date, this benefit also has paid a total of $148.53 ($75.51 plus $73.02) to her account, as it represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on February 23, 2016.
Please be advised that in all correspondence SafeLine sent Ms. [redacted], it was clearly stated that she remained responsible to make her monthly payments until she received notification from them that a claim was approved. However, when the above referenced benefit payments posted to her account due to her claims being approved, the late fees from January and February 2016 were credited as a result. These credits are reflecting on Ms. [redacted]'s statement dated March 7, 2016.
We reviewed the credit reporting of Ms. [redacted]'s account and maintain that it has been reported accurately.
We cannot revise any past reporting information to the credit bureaus for the reasons stated above, and because we are required by law (Fair Credit Report Act) to furnish accurate reporting.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Business Response /* (1000, 8, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records confirm Mr. [redacted] purchased a Polaroid 18Megapixel 8X-Zoom Camera on December 4, 2014 and an AT&T DECT 6.0 Corded & Cordless Phone on March 21, 2015.
We regret to learn of the problem Mr. [redacted] states he has experienced with the camera and also his report of not receiving one of the two handsets included with the phone.
Given the circumstances unique to Mr. [redacted]'s situation with each of these items, we can offer the following resolution. We have issued an account credit covering the full cost of the camera, including shipping/handling. This was already applied to his account and will appear on a future monthly statement for his records. The camera is his to keep or otherwise do with as he chooses.
Additionally, we are sending a new replacement, identical to the first, for the AT&T phone that will include both handsets. Mr. [redacted] will be notified by email when the replacement is shipped along with an estimated delivery date and shipment tracking number.
Our customers are important to us and we strive to assist and satisfy them. With the corrective measures we have taken we trust that we have done so with Mr. [redacted].
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
that is fine wish this was done by them at first.customers should always get prompt and courteous service. thanks god bless
The customer lives in a location where Verizon is upgrading its facilities from copper to fiber optics. In many cases involving repeated failure of copper cables where fiber facilities are available, it is Verizon’s policy to repair the service by migrating the customers from copper to fiber. This...
is done to reduce the likelihood of future service problems, since it is widely recognized that fiber outside plant is more reliable than copper simply because copper is metallic and fiber is not. The use of an optical signal (light) with fiber facilities avoids the combination of water and metal that can lead in some cases to static, cross talk, noise, and other potential service disruptions. Fiber facilities also allow customers access to a larger range of services if they would like those services. Migrating customers may choose to keep their existing voice service, at the same price as they paid previously. There is no charge for the migration from copper facilities to fiber. In addition, our expert technicians carry out the transition and ensure that the service is working properly. Our records show the customer reported issues with the High Speed Internet service in July & August 2017. The modem was replaced and it was confirmed the customer is receiving the maximum qualified speed available to his address. Internet speed is not guaranteed. There were no reports of any issues with the telephone service. On October **, the customer reported the service is intermittent and wants to know when fiber will be available as he is looking at other options. Verizon plan to remove the copper lines in this area. We are still working on bringing fiber directly to the customer's home/location. At present there is no need to do anything. Once fiber is available, we will reach out to the customer with additional notifications to set up a convenient time to set up the services on fiber. The entire Turtle Creek central office is in the process of undergoing network transformation to an all Fiber office. The only cable replacement planned is to replace it with the fiber network which is currently underway, I spoke with the customer on October 16 and apologized for the inconvenience. The customer stated they are switching to another provider. Our records show a pending disconnect date.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’s complaint, she states that the microwave she received from us stopped working, and she contacted us regarding the one year service plan. She was told the one year warranty would not be covered until June 21, 2016, and that someone would be getting in touch with her in seven to ten days. When asked if she could return the microwave to us for credit, Ms. [redacted] was advised it was outside of our return timeframe. She has requested a refund for the microwave, including tax and shipping, or a brand new microwave made by a different manufacturer. We are sorry to hear that the microwave has become defective and that Ms. [redacted] was dissatisfied with the customer service she has received. We, at Gettington, strive for exceptional customer service in all interactions with our customers and sincerely apologize if this was not provided to her. We contacted Ms. [redacted] by phone on June 20, 2016 and spoke with her regarding this issue. Since the item is outside our 90 day return policy and the service plan is not yet in effect, Ms. [redacted] has confirmed that she would like a refund for the defective microwave. As such, we have sent a pre-paid return label to Ms. [redacted] so she may return the defective microwave to us at no charge to her. Upon receipt and inspection of the return, which typically takes 10 to 15 days from the date it is mailed back to us, a refund will be issued to Ms. [redacted]. Thank you for allowing us to explain. Ms. [redacted] may call our Executive Care Team at ###-###-#### if she has any further questions. Sincerely, Vi [redacted]Executive Care Team VF/jm
I spoke with [redacted] and advised she was promised a rate of $227. A recurring adjustment of $36 per month was issued until the end of the contract in May 2018. Another one time credit of $36 was issued towards the 06/**/16 bill. That credit will reflect on the 08/**/16 bill. [redacted]...
[redacted] was satisfied and did not have any additional questions or concerns.
2017 ...⇄ # [redacted] Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Please see attached letter of response as it exceeds the 2,000 max character count.
According to our records, a Verizon representative spoke to [redacted] on March *, and offered to cancel the existing service and change it to a month to month rate with no early termination fee. [redacted] advised the representative he felt this was fair. The representative has scheduled a...
follow up to review the March billing statement to make sure it is correct.
I am rejecting this response because:
As I stated before, I have been a customer of Fingerhuts, in good standing, for a couple years now so I am constantly receiving some type of sale or "special." Several others in the past have been shady, but this one truly tops them all off. I sent copies of these advertisements and I hope my camera allowed everyone to see just how small the "details" was and how in the emails you would scroll down and it would have all the catagories, leading the customer to believe it truly was "SITEWIDE" I know we all have received sales notifications before and usually when they advertise a specific percentage off, there is an asterisk nearby and I do mean nearby, some are actually located on the number amount that is being advertised. Or there is parenthesis with the items not included close by the advertised number amount of the sale. Not some tiny, font 1 probably where people cannot see it. And to use the word SITEWIDE is another deceptive use of that word as I also included the long list of categories NOT included. You cant in all good conscience use the word Sitewide and it turn out to be only a couple categories. That in itself is deceptive. Sitewide should mean just that, SITEWIDE. A complete misuse of that word.Folks, there is no good reason to have advertising like this. So misleading, so deceptive, all it does is anger the consumer and they spend time picking out items they wish to purchase when in reality, there are very FEW categories that are included in this so called SITEWIDE sale. Why cant Fingerhut be honest and up front from the beginning in their advertising? Whats so wrong with that?And what about your rude employees? "Oh, this is the way it is..." and "Its legal..." hey, I didnt know you were an attorney!I am tired of being "played' by these big companies. There is no need to trick your consumers, which is what Fingerhut did. How about 20% off certain categories or items? Then the consumer would know that only certain items were on sale from the beginning. Just be honest and up front about everything. I spent allot of time researching and reading all their various laptops available through Fingerhut. After I picked several out after reading all the details on the ones Fingerhut had, I then took the ones I considered and researched them separately.I am tired of these games Fingerhut plays on their consumers. So no, this is NOT acceptable. Fingerhut was out of line here, deceptive, misleading and a complete waste of time when it didnt have to be that way if they just had truth in advertising.
A Specialist spoke with the customer on September [redacted] to discuss billing. The customer stated that his bill was to be around $205.00 a month, but has increased to $243.00. The Specialist apologized to the customer for any frustration caused by the billing issue. The Specialist informed...
the customer that he did find a note from August **, 2016 advising the customer to call back once the discounts expired to have them added back on. The Specialist honored the note on the account. The Specialist issued an order to add HBO/Starz back to the account with $15 discount for 12 months. The Specialist explained the monthly bill would be approximately $207.36. The customer accepted the offer and had no further questions or concerns.
Dear [redacted],According to our records, Verizon referred this matter to our Financial Services team for investigation. As a result, we found that [redacted] under account number [redacted] had a final bill with a statement date of April **, 2016 with a total balance...
of $294.39. [redacted] made payments of $73.63, $47.27, $50.00, and another $50.00 to the collection agency on file. There was a difference owed and not paid in the amount of $73.49. [redacted] has settled the account, meaning he paid less than what was owed, and is not legally responsible for the remaining balance. Settled accounts are not removed from credit reports; but are reported as paid collection with customer paying less than what was owed. We hope this information assists you with this complaint.
Verizon spoke to the customer and advised that the credit check was corrected to a soft inquiry that can take the credit bureaus up to 60 days to complete. Verizon also confirmed that if the customer places a new order, the Verizon credit check will pick up the last one that was performed within 60...
days if the credit information on the customer's order is entered exactly the same with the social security number. The customer was advised that if he placed an order on line, he would get the best rates available which he did. He knows that if his installation needs to be delayed, he can call Verizon to change it. Verizon apologizes for the inconvenience 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:
I find it unacceptable to wait 3 months for a refund. This company would never tolerate waiting 3 months for a customer's payment. This is ridiculous. They also advised me that they would not close my online access to my account until this 3 month wait for a refund was processed. Somehow this is even more ridiculous. It's simply disabling an online access. I want it disabled immediately!
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]
Subsequent to receipt of the complaint, a technician was
dispatched December *, 2015 and he removed the wires left from the prior job. I contacted [redacted] to confirm that the
work was done to her satisfaction. She
advised me received a call from the local manager, Mark M[redacted] and...
thanked me
for the follow-up. She said the matter
is resolved.
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
March 24, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received...
from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] opened a WebBank/Fingerhut Advantage Credit Account on September 11, 2015. On that same date she purchased a Madison Park Beverly 7pc Comforter Set - Cal King, a Delray Diamond Hemstitch 6pc Sheet Set - Cal King, and an alcove Jacobean Vine 20-Pc. Bedroom Set - Queen.
We received the first payment of $30.00 from Ms. [redacted] on October 11, 2015. On November 3, 2015 Ms. [redacted] purchased an Easy Steps II - Extra Wide. Ms. [redacted] made a payment of $30.00 on November 11, 2015. This amount did not satisfy the $34.99, which was the minimum amount due for the month of November. Please note that when the full minimum amount due is not received by the due date, the minimum monthly payment amount due the next month will be higher and continue to be higher until the correct minimum amount due is received.
Ms. [redacted] purchased a McLeland Design Electric Microplush Sherpa Blanket - Twin on November 23, 2015. Because of this purchase, her minimum amount due increased. We received a payment of $30.00 on December 11, 2015. Again, this did not meet the minimum payment due of $51.98. Consequently, Ms. [redacted] was charged a late fee in the amount of $27.00.
When Ms. [redacted] opened her Fingerhut Account she ag[redacted] to the terms and conditions of the credit account. Within these terms and conditions it states, "Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles."
We received a payment of $21.00 on January 9, 2016 and an additional payment of $15.00 on January 11, 2016. This again did not meet the minimum amount due of $62.97. Ms. [redacted] was charged a $37.00 late fee on January 11, 2016. As a courtesy to Ms. [redacted] the $37.00 late fee that was charged on January 11, 2016 was waived.
We did not receive a payment in February or March of 2016. This resulted in two additional late fees on February 11, 2016 and March 11, 2016. Both of these late fees were the amount of $37.00.
Ms. [redacted] states she does not receive her statement via mail or online. Our records show Ms. [redacted] receives electronic statements each month to the e-mail address, GIN[redacted]@yahoo.com. If she would like to receive statements mailed to her each month, she can sign up to receive them on our website. On Fingerhut.com, customers can go to My Account, and under the My Credit Account, they can update preferences to receive and view statements.
We have enclosed a copy of Ms. [redacted]'s itemized statement to ensure a better understanding of her WebBank/Fingerhut Account.
Per Ms. [redacted]'s request on March 24, 2016 her Fingerhut Account has been closed. If Ms. [redacted]'s account was not paid in full when she closed it, her outstanding balances will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. She will not be able to use her Account for any purchased effective immediately.
Ms. [redacted] is responsible for payments on this account. Her current balance is $627.31. A minimum payment of $156.95 is due by April 11, 2016.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Verizon cannot update another carrier’s database. This complaint should be referred to [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.
Since the customers service has been cancelled it is not guaranteed that he can make the payment via his online account. We are unable to take a payment. The customer will have to call in or mail in his payment.
The case was acknowledge upon receipt and sent to a specialist for resolution. According to our records, the customer did place an order on December *, 2016 with a December **, 2016 due date. The account was set up and the customer disconnected the service on the same day December **,...
2016. The customer did have to give a $250.00 deposit to establish internet service. The refund check of $250.00 was processed on October **, 2017 and the customer should receive it in seven to ten days at the address on file.
CONFIDENTIAL COMMUNICATION
March 23, 2016
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 Credit Account and related SafeLine Account Protection Plus plan (SafeLine Plus).
Our records show that Ms. [redacted] elected to enroll in SafeLine Plus on December 20, 2012 while completing an application for credit on the Fingerhut website. This is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account; the monthly fee is $1.19 for every $100 of the credit account statement balance and is disclosed in the "fees" section of the customer's monthly statement.
Since early 2014, Ms. [redacted] has opened multiple separate benefit claims with SafeLine and its various categories of covered life events. While Ms. [redacted] does not specify any one claim in particular or a timeframe in which her credit reporting was affected, we received and reviewed all of SafeLine's records for Ms. [redacted]'s recent benefit claims. We found that, with each benefit, there was a common occurrence in which SafeLine received insufficient documentation back from Ms. [redacted], and they had to send additional correspondence and make additional attempts to receive the proper proof that was needed to approve the benefit.
Ms. [redacted] recently initiated claims for:
"Life Event - General" on November 23, 2015
"Life Event - Care for Spouse/Family Member" on January 8, 2016
"Life Event - Change of Primary Address" on January 8, 2016
"Life Event - Reduction in Work Hours" on January 16, 2016, and another
"Life Event - Care for Spouse/Family Member" on February 10, 2016.
For the first benefit claim, Ms. [redacted] returned documentation to SafeLine indicating she wanted to open a benefit for "college graduation". On December 16, 2015 a letter of benefit denial was sent because graduation from schooling is not a covered life event per the SafeLine contract terms. For the second benefit claim, Ms. [redacted] returned a completed application, but it did not include proof of expenses for her care of a sick spouse/family member. On January 20, 2016, SafeLine sent a letter requesting the missing information and stating that, without it, no benefits could be approved.
Her third benefit claim was approved, and she received one monthly benefit payment which posted to her account on January 19, 2016 for $75.51. This was the maximum number of benefits allowed for the "change of address" event type per SafeLine's contract terms. Her fourth benefit was also approved, on March 3, 2016--after Fingerhut waited for an extended period to receive additional documentation from Ms. [redacted]. She did meet the eligibility requirements for the "reduction in work hours" benefit. To date, this benefit has paid a total of $148.53 ($75.51 plus $73.02) to Ms. [redacted]'s account, which represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on March 3, 2016.
Ms. [redacted]'s fifth and latest benefit claim she initiated was approved on February 23, 2016 when SafeLine received documentation to substantiate her care for a sick spouse/family member. To date, this benefit also has paid a total of $148.53 ($75.51 plus $73.02) to her account, as it represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on February 23, 2016.
Please be advised that in all correspondence SafeLine sent Ms. [redacted], it was clearly stated that she remained responsible to make her monthly payments until she received notification from them that a claim was approved. However, when the above referenced benefit payments posted to her account due to her claims being approved, the late fees from January and February 2016 were credited as a result. These credits are reflecting on Ms. [redacted]'s statement dated March 7, 2016.
We reviewed the credit reporting of Ms. [redacted]'s account and maintain that it has been reported accurately.
We cannot revise any past reporting information to the credit bureaus for the reasons stated above, and because we are required by law (Fair Credit Report Act) to furnish accurate reporting.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Business Response /* (1000, 8, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records confirm Mr. [redacted] purchased a Polaroid 18Megapixel 8X-Zoom Camera on December 4, 2014 and an AT&T DECT 6.0 Corded & Cordless Phone on March 21, 2015.
We regret to learn of the problem Mr. [redacted] states he has experienced with the camera and also his report of not receiving one of the two handsets included with the phone.
Given the circumstances unique to Mr. [redacted]'s situation with each of these items, we can offer the following resolution. We have issued an account credit covering the full cost of the camera, including shipping/handling. This was already applied to his account and will appear on a future monthly statement for his records. The camera is his to keep or otherwise do with as he chooses.
Additionally, we are sending a new replacement, identical to the first, for the AT&T phone that will include both handsets. Mr. [redacted] will be notified by email when the replacement is shipped along with an estimated delivery date and shipment tracking number.
Our customers are important to us and we strive to assist and satisfy them. With the corrective measures we have taken we trust that we have done so with Mr. [redacted].
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
that is fine wish this was done by them at first.customers should always get prompt and courteous service. thanks god bless
The customer lives in a location where Verizon is upgrading its facilities from copper to fiber optics. In many cases involving repeated failure of copper cables where fiber facilities are available, it is Verizon’s policy to repair the service by migrating the customers from copper to fiber. This...
is done to reduce the likelihood of future service problems, since it is widely recognized that fiber outside plant is more reliable than copper simply because copper is metallic and fiber is not. The use of an optical signal (light) with fiber facilities avoids the combination of water and metal that can lead in some cases to static, cross talk, noise, and other potential service disruptions. Fiber facilities also allow customers access to a larger range of services if they would like those services. Migrating customers may choose to keep their existing voice service, at the same price as they paid previously. There is no charge for the migration from copper facilities to fiber. In addition, our expert technicians carry out the transition and ensure that the service is working properly. Our records show the customer reported issues with the High Speed Internet service in July & August 2017. The modem was replaced and it was confirmed the customer is receiving the maximum qualified speed available to his address. Internet speed is not guaranteed. There were no reports of any issues with the telephone service. On October **, the customer reported the service is intermittent and wants to know when fiber will be available as he is looking at other options. Verizon plan to remove the copper lines in this area. We are still working on bringing fiber directly to the customer's home/location. At present there is no need to do anything. Once fiber is available, we will reach out to the customer with additional notifications to set up a convenient time to set up the services on fiber. The entire Turtle Creek central office is in the process of undergoing network transformation to an all Fiber office. The only cable replacement planned is to replace it with the fiber network which is currently underway, I spoke with the customer on October 16 and apologized for the inconvenience. The customer stated they are switching to another provider. Our records show a pending disconnect date.
CONFIDENTIAL COMMUNICATION June 20,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’s complaint, she states that the microwave she received from us stopped working, and she contacted us regarding the one year service plan. She was told the one year warranty would not be covered until June 21, 2016, and that someone would be getting in touch with her in seven to ten days. When asked if she could return the microwave to us for credit, Ms. [redacted] was advised it was outside of our return timeframe. She has requested a refund for the microwave, including tax and shipping, or a brand new microwave made by a different manufacturer. We are sorry to hear that the microwave has become defective and that Ms. [redacted] was dissatisfied with the customer service she has received. We, at Gettington, strive for exceptional customer service in all interactions with our customers and sincerely apologize if this was not provided to her. We contacted Ms. [redacted] by phone on June 20, 2016 and spoke with her regarding this issue. Since the item is outside our 90 day return policy and the service plan is not yet in effect, Ms. [redacted] has confirmed that she would like a refund for the defective microwave. As such, we have sent a pre-paid return label to Ms. [redacted] so she may return the defective microwave to us at no charge to her. Upon receipt and inspection of the return, which typically takes 10 to 15 days from the date it is mailed back to us, a refund will be issued to Ms. [redacted]. Thank you for allowing us to explain. Ms. [redacted] may call our Executive Care Team at ###-###-#### if she has any further questions. Sincerely, Vi [redacted]Executive Care Team VF/jm
I spoke with [redacted] and advised she was promised a rate of $227. A recurring adjustment of $36 per month was issued until the end of the contract in May 2018. Another one time credit of $36 was issued towards the 06/**/16 bill. That credit will reflect on the 08/**/16 bill. [redacted]...
[redacted] was satisfied and did not have any additional questions or concerns.
CONFIDENTIAL COMMUNICATION May 22,...
2017 ...⇄ # [redacted] Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Please see attached letter of response as it exceeds the 2,000 max character count.
According to our records, a Verizon representative spoke to [redacted] on March *, and offered to cancel the existing service and change it to a month to month rate with no early termination fee. [redacted] advised the representative he felt this was fair. The representative has scheduled a...
follow up to review the March billing statement to make sure it is correct.
I am rejecting this response because:
As I stated before, I have been a customer of Fingerhuts, in good standing, for a couple years now so I am constantly receiving some type of sale or "special." Several others in the past have been shady, but this one truly tops them all off. I sent copies of these advertisements and I hope my camera allowed everyone to see just how small the "details" was and how in the emails you would scroll down and it would have all the catagories, leading the customer to believe it truly was "SITEWIDE" I know we all have received sales notifications before and usually when they advertise a specific percentage off, there is an asterisk nearby and I do mean nearby, some are actually located on the number amount that is being advertised. Or there is parenthesis with the items not included close by the advertised number amount of the sale. Not some tiny, font 1 probably where people cannot see it. And to use the word SITEWIDE is another deceptive use of that word as I also included the long list of categories NOT included. You cant in all good conscience use the word Sitewide and it turn out to be only a couple categories. That in itself is deceptive. Sitewide should mean just that, SITEWIDE. A complete misuse of that word.Folks, there is no good reason to have advertising like this. So misleading, so deceptive, all it does is anger the consumer and they spend time picking out items they wish to purchase when in reality, there are very FEW categories that are included in this so called SITEWIDE sale. Why cant Fingerhut be honest and up front from the beginning in their advertising? Whats so wrong with that?And what about your rude employees? "Oh, this is the way it is..." and "Its legal..." hey, I didnt know you were an attorney!I am tired of being "played' by these big companies. There is no need to trick your consumers, which is what Fingerhut did. How about 20% off certain categories or items? Then the consumer would know that only certain items were on sale from the beginning. Just be honest and up front about everything. I spent allot of time researching and reading all their various laptops available through Fingerhut. After I picked several out after reading all the details on the ones Fingerhut had, I then took the ones I considered and researched them separately.I am tired of these games Fingerhut plays on their consumers. So no, this is NOT acceptable. Fingerhut was out of line here, deceptive, misleading and a complete waste of time when it didnt have to be that way if they just had truth in advertising.
A Specialist spoke with the customer on September [redacted] to discuss billing. The customer stated that his bill was to be around $205.00 a month, but has increased to $243.00. The Specialist apologized to the customer for any frustration caused by the billing issue. The Specialist informed...
the customer that he did find a note from August **, 2016 advising the customer to call back once the discounts expired to have them added back on. The Specialist honored the note on the account. The Specialist issued an order to add HBO/Starz back to the account with $15 discount for 12 months. The Specialist explained the monthly bill would be approximately $207.36. The customer accepted the offer and had no further questions or concerns.
Dear [redacted],According to our records, Verizon referred this matter to our Financial Services team for investigation. As a result, we found that [redacted] under account number [redacted] had a final bill with a statement date of April **, 2016 with a total balance...
of $294.39. [redacted] made payments of $73.63, $47.27, $50.00, and another $50.00 to the collection agency on file. There was a difference owed and not paid in the amount of $73.49. [redacted] has settled the account, meaning he paid less than what was owed, and is not legally responsible for the remaining balance. Settled accounts are not removed from credit reports; but are reported as paid collection with customer paying less than what was owed. We hope this information assists you with this complaint.
Verizon spoke to the customer and advised that the credit check was corrected to a soft inquiry that can take the credit bureaus up to 60 days to complete. Verizon also confirmed that if the customer places a new order, the Verizon credit check will pick up the last one that was performed within 60...
days if the credit information on the customer's order is entered exactly the same with the social security number. The customer was advised that if he placed an order on line, he would get the best rates available which he did. He knows that if his installation needs to be delayed, he can call Verizon to change it. Verizon apologizes for the inconvenience 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:
I find it unacceptable to wait 3 months for a refund. This company would never tolerate waiting 3 months for a customer's payment. This is ridiculous. They also advised me that they would not close my online access to my account until this 3 month wait for a refund was processed. Somehow this is even more ridiculous. It's simply disabling an online access. I want it disabled immediately!
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]
Subsequent to receipt of the complaint, a technician was
dispatched December *, 2015 and he removed the wires left from the prior job. I contacted [redacted] to confirm that the
work was done to her satisfaction. She
advised me received a call from the local manager, Mark M[redacted] and...
thanked me
for the follow-up. She said the matter
is resolved.
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.