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]
Verizon stated that lightening entered the home through the power system and only destroyed Verizon equipment or equipment that was connected directly to the Verizon equipment. When Verizon tech was asked for an explanation as why there was 0% damage to non-Verizon connected equipment and nearly 100% damage (one TV survived) to equipment connected to Verizon equipment, Verizon tech response was "lightning is wonky" and "I have seen it before". Two Verizon Techs stated on separate visits in response to this issue that Verizon had suffered significant total failures across the local area just like mine and I am sure that there was similar damage. After speaking with a electrical engineer, he stated that it is possible for a lightning strike to carry over the fiber optic cable. In this case, we believe that the surge originated in the FIOS system and ran through causing significant damage to our home systems. In addition, the Verizon Router, Apple router and ADT Pulse system were connected together. All are dead. These items were plugged into a ADT UPS system with an Apple iMac computer, Western Digital external hard drive and VTEC phone. All equipment that was plugged into the ADT UPS were undamaged unless they were connected to the FIOS system. There is a logical path of damage linkable directly to the FIOS system and all other home electronics are unaffected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 20, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Upon receipt of the rebuttal, the issue was referred to the appropriate department to review and investigate. Telephone calls are reviewed for coaching and training purposes only. The recording are on a 30 day rolling calendar. A Service Order Confirmation was emailed to the customer, detailing the services, discounts, estimated bill as well as taxes and surcharges. As a retiree, the customer was given specific instructions how to apply for the Employee discount. At present, the discounts that the customer is receiving exceeds the Employee discount. There are no additional discounts available which was previously explained to the customer. We apologize for any confusion with the conversation between the customer and the employee.
[redacted] lives in a location where Verizon has upgraded 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. SebrenaTucker requested repair of her internet service on March **, 2017. On April 1*, 2017, Verizon spoke with [redacted] to explain the proposed migration of her service to our fiber-optic network. We explained that [redacted] would not be charged for the installation or the equipment required for migration. [redacted] was offered Voice and Data service for one year at the same price she was paying for the services on copper and she declined.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased a LG 55" 1080p LED Smart TV on September 30, 2015. A Two Year Service Plan for this product was purchased on December 3, 2015. On February 3, 2016 Ms. [redacted] contacted Fingerhut stating the TV was no longer working properly. Due to the length of time that has passed we are unable to accept this item as a return as we require returns to be made in accordance to our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” At this time all product concerns must be handled under the products manufacturer, LG Support. Ms. [redacted] may contact them at ###-###-####. Ms. [redacted] also purchased a 2 Year Service Plan. This plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS[redacted]
I
am writing in response to the inquiry received regarding a WebBank/Gettington
Credit Account for Ms. Katherine Pie.Ms.
Pie details quality concerns with the furniture she recently received, in
particular “the material under the sofa and loveseat were torn, and the staples
are loose on the...
sofa.” She states she received no prior communication from the
shipping carrier with respect to delivery arrangements, and that the carrier
left the “furniture sitting outside…for quite a few hours” until she was able
to find someone to move it into her home. She requests our consideration for an
account credit given these issues.Our
investigation confirms an order was placed on August 7, 2016 which included an
Ashley Julson Sofa, an Ashley Julson Loveseat, and an Ashley Rocker/Recliner.
Pilot Freight Services delivered the three items to Ms. Pie on August 16, 2016
per the collective tracking number, 068328966. Please note that the following disclaimer was prominently displayed on the product description web page for each item: “Cannot ship outside the contiguous 48 States or APO/FPO. This item is delivered to the curb. The delivery company will call you to arrange a delivery time and offer other services (like in-home delivery), if available. This item may not be eligible for free shipping promotions.” With respect to Ms. Pie’s assertion of not being contacted by the carrier, their tracking information log notes reflect they “Left Message” on August 15, 2016 at 6:07 p.m. local time, and at 9:10 pm. on the same date shows “Appointment Scheduled”—indicating delivery arrangements had in fact been made. Additionally, we entrust the carrier with secure transport and delivery of all goods, including ensuring no damages occur in that time. Ms. Pie’s description suggests minor impacts to the sofa and loveseat likely due to transport/handling. We have issued a 15% discount to the merchandise price of each furniture item as a one-time courtesy to Ms. Pie. These credits, totaling $202.80, have been applied to her account and will reflect on an upcoming monthly statement for her records. We sincerely apologize for any difficulty or other inconvenience Ms. Pie may have experienced as a result, but trust the measures we have taken will meet her expectations of a satisfactory resolution. Thank you for allowing us to assist and explain. Sincerely, Vi FinchExecutive Care Team VF/ah Vi Finch 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:
[A credit for days without service is not acceptable and somewhat insulting for what we had to deal with. We had to take two days off of work in order to sit with techs for 7 hours on the first visit and 2 hours on the next. I had to cancel a party to watch the Ravens game in our new home that was scheduled for the 3rd day after the planned install. They screwed up the second appointment and told me they could not come out until the 4th day after the planned install. Luckily it randomly came on on the third day. I have heard nothing from Verizon other than a call asking if it was working. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 12, 2017 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry Ms. [redacted] filed with your office regarding her WebBank/Gettington Credit Account. Ms. [redacted] ordered an air conditioner that “worked for 2 days and then started to show error code E8,” and did not come with an owner’s manual so she called customer service for assistance. When the representative was unable to provide a phone number to the manufacturer or how to obtain the manual, she requested a supervisor, received a voicemail, left a message, but did not receive a callback. On June 13, 2017, she called and was transferred to a live supervisor, who she states was “condescending” and fell short in providing the necessary assistance. Ms. [redacted] requests a full refund of the shipping and interest charges, a discount on a future purchase, and for MasterCraft 8050 Window Air Conditioner to be recalled. Please see the attached document for the full, detailed response. 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION
March 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 Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, credit application, Terms and Conditions, and an unordered merchandise affidavit.
Mr. [redacted] states in his complaint that there is a WebBank/Fingerhut credit account on his credit report that he believes is fraud. Mr. [redacted] is requesting more information about the account, specifically when the order was placed and what was ordered.
The WebBank/Fingerhut credit account ending in [redacted] was opened on September 28, 2014 when an application for credit was processed online. The name, phone number and email address on the application is the same one provided when contacting us regarding this issue.
One order was placed on September 28, 2014 for an XBOX One Console. The merchandise was shipped by Spee Dee to the address on the application.
A payment for $81.98 was processed on November 22, 2014 with a MasterCard debit card ending in [redacted]. The name on the card was [redacted]. The unpaid balance of $703.22 charged off on July 5, 2015 and the account was sold to [redacted] on August 4, 2015. [redacted] can be reached at ###-###-####.
According to our records, Mr. [redacted] spoke with Fingerhut on April 16, 2015. The account was verified and Mr. [redacted] stated he would pay off the account in May 2015.
The last record of speaking with Mr. [redacted] was July 3, 2015 in which he verified the account and stated he was unable to pay because he was waiting for a tax refund. After reviewing the call recording, Mr. [redacted] gave no indication he suspected this account was opened fraudulently.
An account review on March 18, 2016 confirmed that the credit bureaus are reporting accurately as Transfer/Sold or Purchased by Another Lender with a balance and past due of zero.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]'s Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
If Mr. [redacted] believes this account was opened fraudulently, he can complete and return the attached unordered merchandise affidavit. We also ask that he file a police report and send both copies to the following address:
Fingerhut
Attn: Fraud Department
[redacted]
St. Cloud, MN 56303
Mr. [redacted] may also fax the affidavit and police report to ###-###-#### Attn: Fraud. Please include the customer or account number on the fax so we can locate the account.
Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation.
If Mr. [redacted] has further questions or concerns, he can contact the Fraud Department at ###-###-####. Their hours are Monday - Friday 8:00am - 6:00pm Central Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Enclosures
Our investigation found, the customer was sold FiOS Internet; however the order could not be completed. Engineering has investigated the customer’s location and determined that the indicated FiOS service(s) are physically blocked and not available. The customer's order for new service...
was cancelled and the contract voided. We apologize for any inconvenience that the customer has experienced as a result of the above matter.
Records indicate Verizon made contact with the customer on August **, 2016 to advise upon investigation, the account received a full adjustment of $181.34 to render the account balance to zero. The account has been recalled from the outside collection agency with no further collection...
activity. The customer is satisfied with the resolution.
Initial Business Response /* (1000, 5, 2016/01/22) */
CONFIDENTIAL COMMUNICATION
January 22, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on November 30, 2015 Mr. [redacted] purchased a South Shore Sparkling Twin Bookcase Headboard, a South Shore Sparkling Night Stand, a South Shore Sparkling 5-Drawer Chest - White, and a South Shore Sparkling Dresser - White.
On December 1, 2015 Mr. [redacted] contacted Fingerhut to cancel this order. We were able to cancel the shipment of the headboard. Please understand that we start filling orders as soon as possible and occasionally a product is already in the process of being shipping at the time a cancellation request is processed. This is what occurred in the case of the other items Mr. [redacted] ordered.
Mr. [redacted] refused delivery of the items and they were returned to one of our vendors. On December 28, 2015 we contacted our vendor and they confirmed they received the return of the night stand, drawer chest, and dresser.
A credit for the full purchase price of the items ($248.98 for the night stand, $366.99 for the drawer chest, and $404.99 for the dresser) was credited to Mr. [redacted]'s account on January 12, 2016. Mr. [redacted] will see these credits on his next monthly statement.
The interest that was charged for these items in the amount of $3.02 has been credited to Mr. [redacted]'s account on January 21, 2016.
As a courtesy to Mr. [redacted] we have also waived a late fee of $27.00 that was applied to his account on January 15, 2016. Two interest charges one for $22.77 and another for $19.29 were credited as well.
At this time Mr. [redacted]'s account balance is $282.17. A minimum payment of $20.99 is due by February 15, 2016.
We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A Verizon representative spoke with [redacted] in regards to his speed issues. A technician was sent to his home and tested speeds from the network interface device and were well within the speeds he is provisioned for. The customer has been provided the direct number for the local...
area manager should he continue to experience issues. [redacted] did confirm that his speeds seem to be working better and has been informed that the wireless speeds are not guaranteed. We have also confirmed the customer's bill was adjusted $10.00 for the current and previous bills.
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 would like to proceed in court with this matter. May Verizon provide all my bills from the date I started service with to the date I left. the first payment made, and thereafter the rest. All payments as stated above were payments for the coming months. I consumed what I paid for, not paid for what I consumed. I need that first payment followed by all the rest. This issue should be addressed in court, if they are being deceptive this way. I paid all the bills in advance.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon investigation determined if a customer entered credit / debit card information and advanced to the next page of the order, the card will be used to ensure it's a valid card and withdraw any applicable fees. However, if customer entered their card information and didn't select save, next, or...
anything that would advance to the next step then, the system should not have checked the card number for validation. The deposit system received notification that this order was cancelled on 02/**/2016. However the customer's credit card rejected the refund and Check# [redacted] was issued on 02/**/2016. Please allow 7 to 10 business days to receive. Verizon Appeals representative spoke with [redacted] and explained the information regarding the deposit refund and advised they would follow up with her on 2/**/16 to verify if the refund has been received. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
2016 ...⇄ Revdex.com of Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.[JW1] Mr. [redacted] states Fingerhut sold him a defective comforter. He claims Fingerhut will not accept the item as a return. He does not want to pay for a comforter that he claims was defective. Our records indicate Mr. [redacted] purchased a Down Alternative Stripe Comforter - King on July 18, 2014 for $107.99 plus $17.99 shipping/handling. Mr. [redacted] contacted Fingerhut on January 1, 2015 stating the comforter he received had a hole in it. A Fingerhut representative explained the return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. On February 2, 2015 a Fingerhut representative sent a prepaid label to return the comforter to Mr. [redacted]’s email (R[redacted][email protected]). As the return was outside of the timeframe for allowable returns, the representative should not have sent the return label to Mr. [redacted] as Fingerhut would not have accepted it. We apologize for this representative error. We received the return on February 16, 2015. On February 18, 2015 we mailed a letter to Mr. [redacted] stating we were unable to accept the return for a refund or exchange due to the length of time that has passed from the date of purchase. Mr. [redacted] contacted Fingerhut on February 19, 2015 insisting a credit be given for the comforter. As a one-time exception to our return policy, the full merchandise price of $107.99 was issued to Mr. [redacted]’s Fingerhut account. Mr. [redacted] was still required to pay for the original shipping/handling of $17.99. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Since credit for the merchandise was issued as a onetime exception, Mr. [redacted] was required to pay the original shipping/handling of $17.99. Mr. [redacted] purchased an additional Down Alternative Stripe Comforter - King on March 17, 2015.On May 2, 2016 Mr. [redacted] requested to return this item. We informed him we were unable to accept this item as a return due to the length of time that has passed since the item was ordered. The last payment we received from Mr. [redacted] was on January 3, 2016. After this payment his balance was $81.92. We did not received a payment in February 2016 which resulted in a $8.99 late fee, March 2016 resulting in a $17.98 late fee, and April 2016 resulting in a $28.97 late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder, Mr. [redacted]’s Account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest changes whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases or reductions in the account’s balance from month to month. On January 11, 2015 Mr. [redacted] requested to close his account with Fingerhut. On that same date his request was processed and his account was closed. Per Mr. [redacted]’s request his account was reopened on February 9, 2015. Mr. [redacted] requested his account be closed again on July 31, 2015. That same date his account was closed. If his account was not paid in full when he closed it, his outstanding balance will continue to accrue interest and other changes and be subject to the terms and conditions of the Agreement. After July 31, 2015 Mr. [redacted] was not able to use his account for any further purchases. We have reviewed and found the credit bureaus are reporting accurately at this time. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfil the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good stating will be reported as well. As of the date on this letter Mr. [redacted]’s account balance is $147.06. A minimum payment of $58.95 is due by June 5, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [JW1]Let’s add an itemized statement so he can see why he is being charged what he is.
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 had call forwarding on my account and it stopped working for no reason at all and with no notice even though I was paying for the service. Verizon could not tell me why the service stopped working. They first told me that calls cannot be forwarded to an 800 number, which turned out to be wholly inaccurate. They made no effort to fix it. Only after I complained to the FCC and to this office, did they make any attempt to correct the problem. I was without call forwarding for over two weeks. I must have spent over 15 hours on the phone with Verizon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Ms. [redacted] indicates she was informed by a supervisor that an end date is needed when setting up a recurring payment schedule on our website and that no information is provided on our website that explains needing an end date. Ms. [redacted] states she has been overcharged and that she has made many attempts toward resolution with Customer Service to no avail. Ms. [redacted] indicates she was advised of an account she has no knowledge of and that after checking her records she has located information that the account was paid in full. Ms. [redacted] is requesting that her account be paid off as documented by her records. Additionally she is requesting a letter from our corporate office outlining the steps we would take for providing better assistance for our customers in addition to a phone call from our corporate office. Our records indicate that on December 7, 2014 Ms. [redacted] submitted a credit application via phone, and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit Account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit Account and the customer may be able to retry the FreshStart credit program. Since Ms. [redacted] opened her account in December of 2014 she has been disqualified from graduation four times. Each time a FreshStart account is disqualified from graduating, the retry account is set up with a new 16 digit account number while the customer ID number remains the same and customers need to restart the program with a new $30.00 down payment requirement. On her original FreshStart account ending in [redacted] Ms. [redacted] returned an item which lowered her balance below the $50.00 minimum balance requirement and disqualified her from graduating. A retry account was established under account number ending in 1259. Ms. [redacted] placed an order which totaled $163.97 including shipping and handling on February 6, 2015. We received the $30.00 down payment on February 26, 2015 and the merchandise was shipped to the address we have on file. Ms. [redacted] made a payment of $24.25 on April 17, 2015. Since the payment was received later than the established due date of April 13, 2015 a late fee of $14.90 was assessed to her account per the terms and conditions she agreed to when she opened the account. No payment was received for May and another late fee of $14.90 was assessed. On June 20, 2015 a payment of $100.00 was made on our website with a debit card ending in [redacted]. On June 21, 2015 an ACH payment was made on our website for $49.09 from checking account ending in [redacted]. On June 25, 2015 Ms. [redacted]’ bank returned the payment of $49.09 due to an invalid account number. On [redacted] 28, 2015 Ms. [redacted] spoke to an agent and advised them she had paid the balance in full on June 21, 2015. The agent advised Ms. [redacted] that the payment for $49.09 had been reversed. On September 21, 2015 Ms. [redacted]- [redacted] spoke to an agent and again advised she had paid the account in full. The agent also explained that the payment had been returned by her bank and the payment was reversed. When Ms. [redacted] advised the agent she had a statement from her bank reflecting that the payment was processed and paid, the agent asked Ms. [redacted] to send us a copy of the bank statement showing the payment and we would investigate further. On October 2, 2015 an agent from our payment department left a message for Ms. [redacted] on her voicemail with the fax number to fax in a copy of the bank statement. The agent also credited a late fee of $14.90 as a courtesy. On October 5, 2015 Ms. [redacted] made a payment by phone of $37.44 using her bank account ending in [redacted]. Due to late payments, Ms. [redacted] did not graduate to a revolving credit account and a FreshStart retry account was set up again ending in [redacted]. On October 7, 2015 and October 8, 2015 Ms. [redacted] attempted to place an order on our website using the new retry account with the same bank account ending in [redacted] for her $30.00 down payment. On October 8, 2015 the payment of $37.44 Ms. [redacted] made on October 5, 2015 to pay the FreshStart account ending in [redacted] was returned by her bank due to an invalid account number and the payment was reversed. Since the payment was reversed there was still a balance remaining on the account. No further payments were received and as such Ms. [redacted]’ account ending in [redacted] charged off on December 15, 2015. On December 31, 2015 Ms. [redacted] made a payment of $39.15 which was the total remaining balance. There is no balance remaining on this account. On October 11, 2015 the $30.00 down payment she made on FreshStart account ending in [redacted] was returned by her bank due to an invalid account number. Due to the bank returning the down payment, Ms. [redacted]’ account was disqualified and did not graduate. Another FreshStart retry account was set up with account number ending in 7987. On February 16, 2016 Ms. [redacted] placed an order for $142.99 and she used her checking account ending in 5390 to pay the $30.00 down payment on her FreshStart account ending in [redacted] the same day. Ms. [redacted]’ billing statement was sent on February 24, 2016 and reflected a minimum payment of $20.24 due by March 20, 2016. We received a payment on March 20, 2016 for $20.24, however, this payment was returned by Ms. [redacted] bank on April 1, 2016 as non-sufficient funds. The payment was reversed and a late fee of $14.90 was assessed to her account. When Ms. [redacted] March 24, 2016 billing statement cycled the minimum payment of $20.24 was due by April 20, 2016. We did not receive a payment by the due date of April 20, 2016 and a late fee was assessed of $14.90. Since the payment she made for March was returned by her bank and we did not receive a payment for April, the minimum payment reflected on her April 24, 2016 billing statement of $60.72 was due by May 20, 2016. On May 3, 2016 we received a payment of $60.72. We also received another payment of $87.28 on May 11, 2016. On May 15, 2016 we were notified the payment of $60.72 was returned as non-sufficient funds by Ms. [redacted] bank. On May 16, 2016 a letter was sent to Ms. [redacted] advising her that due to late payments her account was disqualified from graduating to a regular revolving credit account and a retry account was established under account number ending in [redacted]. Her May 24, billing statement reflected a minimum payment of $20.24 was due by June 20, 2016. Although we continued to send Ms. [redacted]’ monthly billing statements we received no additional payments and her account charged off on October 21, 2016 with a balance of $68.31. On September 6, 2016 Ms. [redacted] placed an order on her FreshStart account number ending in [redacted] and satisfied her required $30.00 down payment the same day. On September 13, 2016 the $30.00 down payment was returned by Ms. [redacted] bank due to an invalid bank account number and the payment was reversed. On her September 19, 2016 billing statement reflected a minimum payment of $22.46 due by October 15, 2016. No payment was received by the established due date and a late fee was assessed of $14.90. On October 17, we received an ACH payment of $45.00 that was made on our website. Ms. [redacted]’ October 19, 2016 billing statement reflected a minimum payment of $22.46 due by November 15, 2016. On October 28, 2016 this ACH payment of $45.00 was returned by her bank as non-sufficient funds. It is important to understand that no end date is needed when selecting a recurring payment for the minimum payment due on the website. If Ms. [redacted] is setting up a recurring payment for a different amount an end date is required and as such, Ms. [redacted] would be prompted to enter all pertinent information at the time she is setting up the recurring payment. We also have no record of Ms. [redacted] being overcharged on any of her Fingerhut FreshStart accounts. Additionally, our records indicate Ms. [redacted] paid the remaining balance of $68.31 on FreshStart account ending in [redacted] on November 7, 2016. This account has no balance remaining as of the date of this letter. We also received additional payments of $40.77, $44.92 and $31.35 on November 4, 2016 and a payment of $26.00 on November 6, 2016 toward FreshStart account ending in [redacted]. A future billing statement will reflect the payments recently received on Ms. [redacted] account. As we have provided a thorough explanation to all of Ms. [redacted] concerns and there are no additional details to provide, we will not be providing any additional letters directly to Ms. [redacted] regarding her stated concerns, beyond this response. If Ms. [redacted] has further questions or concerns she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Subsequent to receipt of the complaint, a Verizon billing consultant spoke to [redacted] December *, 2017. [redacted] subscribes to double play that includes regional essentials and high-speed internet at a monthly rate of $44.99. The customer claimed, however, that $44.99...
in total charges included taxes, fees and surcharges. The attending consultant advised the $44.99 amount represents the “bundle” price excluding the taxes, fees and surcharges. The consultant also advised that the taxes, surcharges and fee can sometimes fluctuate. The customer’s November 2017 bill reflected a $60.46 that included the bundle, taxes and fees, etc. and is correct as billed. The consultant also apprised [redacted] that the September 2017 bill was less because of an $11.68 prorated credit.
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]
Verizon stated that lightening entered the home through the power system and only destroyed Verizon equipment or equipment that was connected directly to the Verizon equipment. When Verizon tech was asked for an explanation as why there was 0% damage to non-Verizon connected equipment and nearly 100% damage (one TV survived) to equipment connected to Verizon equipment, Verizon tech response was "lightning is wonky" and "I have seen it before". Two Verizon Techs stated on separate visits in response to this issue that Verizon had suffered significant total failures across the local area just like mine and I am sure that there was similar damage. After speaking with a electrical engineer, he stated that it is possible for a lightning strike to carry over the fiber optic cable. In this case, we believe that the surge originated in the FIOS system and ran through causing significant damage to our home systems. In addition, the Verizon Router, Apple router and ADT Pulse system were connected together. All are dead. These items were plugged into a ADT UPS system with an Apple iMac computer, Western Digital external hard drive and VTEC phone. All equipment that was plugged into the ADT UPS were undamaged unless they were connected to the FIOS system. There is a logical path of damage linkable directly to the FIOS system and all other home electronics are unaffected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 20, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Upon receipt of the rebuttal, the issue was referred to the appropriate department to review and investigate. Telephone calls are reviewed for coaching and training purposes only. The recording are on a 30 day rolling calendar. A Service Order Confirmation was emailed to the customer, detailing the services, discounts, estimated bill as well as taxes and surcharges. As a retiree, the customer was given specific instructions how to apply for the Employee discount. At present, the discounts that the customer is receiving exceeds the Employee discount. There are no additional discounts available which was previously explained to the customer. We apologize for any confusion with the conversation between the customer and the employee.
[redacted] lives in a location where Verizon has upgraded 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. SebrenaTucker requested repair of her internet service on March **, 2017. On April 1*, 2017, Verizon spoke with [redacted] to explain the proposed migration of her service to our fiber-optic network. We explained that [redacted] would not be charged for the installation or the equipment required for migration. [redacted] was offered Voice and Data service for one year at the same price she was paying for the services on copper and she declined.
CONFIDENTIAL COMMUNICATION April 13,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased a LG 55" 1080p LED Smart TV on September 30, 2015. A Two Year Service Plan for this product was purchased on December 3, 2015. On February 3, 2016 Ms. [redacted] contacted Fingerhut stating the TV was no longer working properly. Due to the length of time that has passed we are unable to accept this item as a return as we require returns to be made in accordance to our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” At this time all product concerns must be handled under the products manufacturer, LG Support. Ms. [redacted] may contact them at ###-###-####. Ms. [redacted] also purchased a 2 Year Service Plan. This plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS[redacted]
I
am writing in response to the inquiry received regarding a WebBank/Gettington
Credit Account for Ms. Katherine Pie.Ms.
Pie details quality concerns with the furniture she recently received, in
particular “the material under the sofa and loveseat were torn, and the staples
are loose on the...
sofa.” She states she received no prior communication from the
shipping carrier with respect to delivery arrangements, and that the carrier
left the “furniture sitting outside…for quite a few hours” until she was able
to find someone to move it into her home. She requests our consideration for an
account credit given these issues.Our
investigation confirms an order was placed on August 7, 2016 which included an
Ashley Julson Sofa, an Ashley Julson Loveseat, and an Ashley Rocker/Recliner.
Pilot Freight Services delivered the three items to Ms. Pie on August 16, 2016
per the collective tracking number, 068328966. Please note that the following disclaimer was prominently displayed on the product description web page for each item: “Cannot ship outside the contiguous 48 States or APO/FPO. This item is delivered to the curb. The delivery company will call you to arrange a delivery time and offer other services (like in-home delivery), if available. This item may not be eligible for free shipping promotions.” With respect to Ms. Pie’s assertion of not being contacted by the carrier, their tracking information log notes reflect they “Left Message” on August 15, 2016 at 6:07 p.m. local time, and at 9:10 pm. on the same date shows “Appointment Scheduled”—indicating delivery arrangements had in fact been made. Additionally, we entrust the carrier with secure transport and delivery of all goods, including ensuring no damages occur in that time. Ms. Pie’s description suggests minor impacts to the sofa and loveseat likely due to transport/handling. We have issued a 15% discount to the merchandise price of each furniture item as a one-time courtesy to Ms. Pie. These credits, totaling $202.80, have been applied to her account and will reflect on an upcoming monthly statement for her records. We sincerely apologize for any difficulty or other inconvenience Ms. Pie may have experienced as a result, but trust the measures we have taken will meet her expectations of a satisfactory resolution. Thank you for allowing us to assist and explain. Sincerely, Vi FinchExecutive Care Team VF/ah Vi Finch 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:
[A credit for days without service is not acceptable and somewhat insulting for what we had to deal with. We had to take two days off of work in order to sit with techs for 7 hours on the first visit and 2 hours on the next. I had to cancel a party to watch the Ravens game in our new home that was scheduled for the 3rd day after the planned install. They screwed up the second appointment and told me they could not come out until the 4th day after the planned install. Luckily it randomly came on on the third day. I have heard nothing from Verizon other than a call asking if it was working. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 12, 2017 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry Ms. [redacted] filed with your office regarding her WebBank/Gettington Credit Account. Ms. [redacted] ordered an air conditioner that “worked for 2 days and then started to show error code E8,” and did not come with an owner’s manual so she called customer service for assistance. When the representative was unable to provide a phone number to the manufacturer or how to obtain the manual, she requested a supervisor, received a voicemail, left a message, but did not receive a callback. On June 13, 2017, she called and was transferred to a live supervisor, who she states was “condescending” and fell short in providing the necessary assistance. Ms. [redacted] requests a full refund of the shipping and interest charges, a discount on a future purchase, and for MasterCraft 8050 Window Air Conditioner to be recalled. Please see the attached document for the full, detailed response. 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION
March 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 Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, credit application, Terms and Conditions, and an unordered merchandise affidavit.
Mr. [redacted] states in his complaint that there is a WebBank/Fingerhut credit account on his credit report that he believes is fraud. Mr. [redacted] is requesting more information about the account, specifically when the order was placed and what was ordered.
The WebBank/Fingerhut credit account ending in [redacted] was opened on September 28, 2014 when an application for credit was processed online. The name, phone number and email address on the application is the same one provided when contacting us regarding this issue.
One order was placed on September 28, 2014 for an XBOX One Console. The merchandise was shipped by Spee Dee to the address on the application.
A payment for $81.98 was processed on November 22, 2014 with a MasterCard debit card ending in [redacted]. The name on the card was [redacted]. The unpaid balance of $703.22 charged off on July 5, 2015 and the account was sold to [redacted] on August 4, 2015. [redacted] can be reached at ###-###-####.
According to our records, Mr. [redacted] spoke with Fingerhut on April 16, 2015. The account was verified and Mr. [redacted] stated he would pay off the account in May 2015.
The last record of speaking with Mr. [redacted] was July 3, 2015 in which he verified the account and stated he was unable to pay because he was waiting for a tax refund. After reviewing the call recording, Mr. [redacted] gave no indication he suspected this account was opened fraudulently.
An account review on March 18, 2016 confirmed that the credit bureaus are reporting accurately as Transfer/Sold or Purchased by Another Lender with a balance and past due of zero.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]'s Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
If Mr. [redacted] believes this account was opened fraudulently, he can complete and return the attached unordered merchandise affidavit. We also ask that he file a police report and send both copies to the following address:
Fingerhut
Attn: Fraud Department
[redacted]
St. Cloud, MN 56303
Mr. [redacted] may also fax the affidavit and police report to ###-###-#### Attn: Fraud. Please include the customer or account number on the fax so we can locate the account.
Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation.
If Mr. [redacted] has further questions or concerns, he can contact the Fraud Department at ###-###-####. Their hours are Monday - Friday 8:00am - 6:00pm Central Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Enclosures
Our investigation found, the customer was sold FiOS Internet; however the order could not be completed. Engineering has investigated the customer’s location and determined that the indicated FiOS service(s) are physically blocked and not available. The customer's order for new service...
was cancelled and the contract voided. We apologize for any inconvenience that the customer has experienced as a result of the above matter.
Records indicate Verizon made contact with the customer on August **, 2016 to advise upon investigation, the account received a full adjustment of $181.34 to render the account balance to zero. The account has been recalled from the outside collection agency with no further collection...
activity. The customer is satisfied with the resolution.
Initial Business Response /* (1000, 5, 2016/01/22) */
CONFIDENTIAL COMMUNICATION
January 22, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on November 30, 2015 Mr. [redacted] purchased a South Shore Sparkling Twin Bookcase Headboard, a South Shore Sparkling Night Stand, a South Shore Sparkling 5-Drawer Chest - White, and a South Shore Sparkling Dresser - White.
On December 1, 2015 Mr. [redacted] contacted Fingerhut to cancel this order. We were able to cancel the shipment of the headboard. Please understand that we start filling orders as soon as possible and occasionally a product is already in the process of being shipping at the time a cancellation request is processed. This is what occurred in the case of the other items Mr. [redacted] ordered.
Mr. [redacted] refused delivery of the items and they were returned to one of our vendors. On December 28, 2015 we contacted our vendor and they confirmed they received the return of the night stand, drawer chest, and dresser.
A credit for the full purchase price of the items ($248.98 for the night stand, $366.99 for the drawer chest, and $404.99 for the dresser) was credited to Mr. [redacted]'s account on January 12, 2016. Mr. [redacted] will see these credits on his next monthly statement.
The interest that was charged for these items in the amount of $3.02 has been credited to Mr. [redacted]'s account on January 21, 2016.
As a courtesy to Mr. [redacted] we have also waived a late fee of $27.00 that was applied to his account on January 15, 2016. Two interest charges one for $22.77 and another for $19.29 were credited as well.
At this time Mr. [redacted]'s account balance is $282.17. A minimum payment of $20.99 is due by February 15, 2016.
We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A Verizon representative spoke with [redacted] in regards to his speed issues. A technician was sent to his home and tested speeds from the network interface device and were well within the speeds he is provisioned for. The customer has been provided the direct number for the local...
area manager should he continue to experience issues. [redacted] did confirm that his speeds seem to be working better and has been informed that the wireless speeds are not guaranteed. We have also confirmed the customer's bill was adjusted $10.00 for the current and previous bills.
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 would like to proceed in court with this matter. May Verizon provide all my bills from the date I started service with to the date I left. the first payment made, and thereafter the rest. All payments as stated above were payments for the coming months. I consumed what I paid for, not paid for what I consumed. I need that first payment followed by all the rest. This issue should be addressed in court, if they are being deceptive this way. I paid all the bills in advance.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon investigation determined if a customer entered credit / debit card information and advanced to the next page of the order, the card will be used to ensure it's a valid card and withdraw any applicable fees. However, if customer entered their card information and didn't select save, next, or...
anything that would advance to the next step then, the system should not have checked the card number for validation. The deposit system received notification that this order was cancelled on 02/**/2016. However the customer's credit card rejected the refund and Check# [redacted] was issued on 02/**/2016. Please allow 7 to 10 business days to receive. Verizon Appeals representative spoke with [redacted] and explained the information regarding the deposit refund and advised they would follow up with her on 2/**/16 to verify if the refund has been received. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATION May 16,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.[JW1] Mr. [redacted] states Fingerhut sold him a defective comforter. He claims Fingerhut will not accept the item as a return. He does not want to pay for a comforter that he claims was defective. Our records indicate Mr. [redacted] purchased a Down Alternative Stripe Comforter - King on July 18, 2014 for $107.99 plus $17.99 shipping/handling. Mr. [redacted] contacted Fingerhut on January 1, 2015 stating the comforter he received had a hole in it. A Fingerhut representative explained the return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. On February 2, 2015 a Fingerhut representative sent a prepaid label to return the comforter to Mr. [redacted]’s email (R[redacted][email protected]). As the return was outside of the timeframe for allowable returns, the representative should not have sent the return label to Mr. [redacted] as Fingerhut would not have accepted it. We apologize for this representative error. We received the return on February 16, 2015. On February 18, 2015 we mailed a letter to Mr. [redacted] stating we were unable to accept the return for a refund or exchange due to the length of time that has passed from the date of purchase. Mr. [redacted] contacted Fingerhut on February 19, 2015 insisting a credit be given for the comforter. As a one-time exception to our return policy, the full merchandise price of $107.99 was issued to Mr. [redacted]’s Fingerhut account. Mr. [redacted] was still required to pay for the original shipping/handling of $17.99. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Since credit for the merchandise was issued as a onetime exception, Mr. [redacted] was required to pay the original shipping/handling of $17.99. Mr. [redacted] purchased an additional Down Alternative Stripe Comforter - King on March 17, 2015.On May 2, 2016 Mr. [redacted] requested to return this item. We informed him we were unable to accept this item as a return due to the length of time that has passed since the item was ordered. The last payment we received from Mr. [redacted] was on January 3, 2016. After this payment his balance was $81.92. We did not received a payment in February 2016 which resulted in a $8.99 late fee, March 2016 resulting in a $17.98 late fee, and April 2016 resulting in a $28.97 late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder, Mr. [redacted]’s Account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest changes whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases or reductions in the account’s balance from month to month. On January 11, 2015 Mr. [redacted] requested to close his account with Fingerhut. On that same date his request was processed and his account was closed. Per Mr. [redacted]’s request his account was reopened on February 9, 2015. Mr. [redacted] requested his account be closed again on July 31, 2015. That same date his account was closed. If his account was not paid in full when he closed it, his outstanding balance will continue to accrue interest and other changes and be subject to the terms and conditions of the Agreement. After July 31, 2015 Mr. [redacted] was not able to use his account for any further purchases. We have reviewed and found the credit bureaus are reporting accurately at this time. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfil the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good stating will be reported as well. As of the date on this letter Mr. [redacted]’s account balance is $147.06. A minimum payment of $58.95 is due by June 5, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [JW1]Let’s add an itemized statement so he can see why he is being charged what he is.
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 had call forwarding on my account and it stopped working for no reason at all and with no notice even though I was paying for the service. Verizon could not tell me why the service stopped working. They first told me that calls cannot be forwarded to an 800 number, which turned out to be wholly inaccurate. They made no effort to fix it. Only after I complained to the FCC and to this office, did they make any attempt to correct the problem. I was without call forwarding for over two weeks. I must have spent over 15 hours on the phone with Verizon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION November 8, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Ms. [redacted] indicates she was informed by a supervisor that an end date is needed when setting up a recurring payment schedule on our website and that no information is provided on our website that explains needing an end date. Ms. [redacted] states she has been overcharged and that she has made many attempts toward resolution with Customer Service to no avail. Ms. [redacted] indicates she was advised of an account she has no knowledge of and that after checking her records she has located information that the account was paid in full. Ms. [redacted] is requesting that her account be paid off as documented by her records. Additionally she is requesting a letter from our corporate office outlining the steps we would take for providing better assistance for our customers in addition to a phone call from our corporate office. Our records indicate that on December 7, 2014 Ms. [redacted] submitted a credit application via phone, and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit Account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit Account and the customer may be able to retry the FreshStart credit program. Since Ms. [redacted] opened her account in December of 2014 she has been disqualified from graduation four times. Each time a FreshStart account is disqualified from graduating, the retry account is set up with a new 16 digit account number while the customer ID number remains the same and customers need to restart the program with a new $30.00 down payment requirement. On her original FreshStart account ending in [redacted] Ms. [redacted] returned an item which lowered her balance below the $50.00 minimum balance requirement and disqualified her from graduating. A retry account was established under account number ending in 1259. Ms. [redacted] placed an order which totaled $163.97 including shipping and handling on February 6, 2015. We received the $30.00 down payment on February 26, 2015 and the merchandise was shipped to the address we have on file. Ms. [redacted] made a payment of $24.25 on April 17, 2015. Since the payment was received later than the established due date of April 13, 2015 a late fee of $14.90 was assessed to her account per the terms and conditions she agreed to when she opened the account. No payment was received for May and another late fee of $14.90 was assessed. On June 20, 2015 a payment of $100.00 was made on our website with a debit card ending in [redacted]. On June 21, 2015 an ACH payment was made on our website for $49.09 from checking account ending in [redacted]. On June 25, 2015 Ms. [redacted]’ bank returned the payment of $49.09 due to an invalid account number. On [redacted] 28, 2015 Ms. [redacted] spoke to an agent and advised them she had paid the balance in full on June 21, 2015. The agent advised Ms. [redacted] that the payment for $49.09 had been reversed. On September 21, 2015 Ms. [redacted]- [redacted] spoke to an agent and again advised she had paid the account in full. The agent also explained that the payment had been returned by her bank and the payment was reversed. When Ms. [redacted] advised the agent she had a statement from her bank reflecting that the payment was processed and paid, the agent asked Ms. [redacted] to send us a copy of the bank statement showing the payment and we would investigate further. On October 2, 2015 an agent from our payment department left a message for Ms. [redacted] on her voicemail with the fax number to fax in a copy of the bank statement. The agent also credited a late fee of $14.90 as a courtesy. On October 5, 2015 Ms. [redacted] made a payment by phone of $37.44 using her bank account ending in [redacted]. Due to late payments, Ms. [redacted] did not graduate to a revolving credit account and a FreshStart retry account was set up again ending in [redacted]. On October 7, 2015 and October 8, 2015 Ms. [redacted] attempted to place an order on our website using the new retry account with the same bank account ending in [redacted] for her $30.00 down payment. On October 8, 2015 the payment of $37.44 Ms. [redacted] made on October 5, 2015 to pay the FreshStart account ending in [redacted] was returned by her bank due to an invalid account number and the payment was reversed. Since the payment was reversed there was still a balance remaining on the account. No further payments were received and as such Ms. [redacted]’ account ending in [redacted] charged off on December 15, 2015. On December 31, 2015 Ms. [redacted] made a payment of $39.15 which was the total remaining balance. There is no balance remaining on this account. On October 11, 2015 the $30.00 down payment she made on FreshStart account ending in [redacted] was returned by her bank due to an invalid account number. Due to the bank returning the down payment, Ms. [redacted]’ account was disqualified and did not graduate. Another FreshStart retry account was set up with account number ending in 7987. On February 16, 2016 Ms. [redacted] placed an order for $142.99 and she used her checking account ending in 5390 to pay the $30.00 down payment on her FreshStart account ending in [redacted] the same day. Ms. [redacted]’ billing statement was sent on February 24, 2016 and reflected a minimum payment of $20.24 due by March 20, 2016. We received a payment on March 20, 2016 for $20.24, however, this payment was returned by Ms. [redacted] bank on April 1, 2016 as non-sufficient funds. The payment was reversed and a late fee of $14.90 was assessed to her account. When Ms. [redacted] March 24, 2016 billing statement cycled the minimum payment of $20.24 was due by April 20, 2016. We did not receive a payment by the due date of April 20, 2016 and a late fee was assessed of $14.90. Since the payment she made for March was returned by her bank and we did not receive a payment for April, the minimum payment reflected on her April 24, 2016 billing statement of $60.72 was due by May 20, 2016. On May 3, 2016 we received a payment of $60.72. We also received another payment of $87.28 on May 11, 2016. On May 15, 2016 we were notified the payment of $60.72 was returned as non-sufficient funds by Ms. [redacted] bank. On May 16, 2016 a letter was sent to Ms. [redacted] advising her that due to late payments her account was disqualified from graduating to a regular revolving credit account and a retry account was established under account number ending in [redacted]. Her May 24, billing statement reflected a minimum payment of $20.24 was due by June 20, 2016. Although we continued to send Ms. [redacted]’ monthly billing statements we received no additional payments and her account charged off on October 21, 2016 with a balance of $68.31. On September 6, 2016 Ms. [redacted] placed an order on her FreshStart account number ending in [redacted] and satisfied her required $30.00 down payment the same day. On September 13, 2016 the $30.00 down payment was returned by Ms. [redacted] bank due to an invalid bank account number and the payment was reversed. On her September 19, 2016 billing statement reflected a minimum payment of $22.46 due by October 15, 2016. No payment was received by the established due date and a late fee was assessed of $14.90. On October 17, we received an ACH payment of $45.00 that was made on our website. Ms. [redacted]’ October 19, 2016 billing statement reflected a minimum payment of $22.46 due by November 15, 2016. On October 28, 2016 this ACH payment of $45.00 was returned by her bank as non-sufficient funds. It is important to understand that no end date is needed when selecting a recurring payment for the minimum payment due on the website. If Ms. [redacted] is setting up a recurring payment for a different amount an end date is required and as such, Ms. [redacted] would be prompted to enter all pertinent information at the time she is setting up the recurring payment. We also have no record of Ms. [redacted] being overcharged on any of her Fingerhut FreshStart accounts. Additionally, our records indicate Ms. [redacted] paid the remaining balance of $68.31 on FreshStart account ending in [redacted] on November 7, 2016. This account has no balance remaining as of the date of this letter. We also received additional payments of $40.77, $44.92 and $31.35 on November 4, 2016 and a payment of $26.00 on November 6, 2016 toward FreshStart account ending in [redacted]. A future billing statement will reflect the payments recently received on Ms. [redacted] account. As we have provided a thorough explanation to all of Ms. [redacted] concerns and there are no additional details to provide, we will not be providing any additional letters directly to Ms. [redacted] regarding her stated concerns, beyond this response. If Ms. [redacted] has further questions or concerns she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Subsequent to receipt of the complaint, a Verizon billing consultant spoke to [redacted] December *, 2017. [redacted] subscribes to double play that includes regional essentials and high-speed internet at a monthly rate of $44.99. The customer claimed, however, that $44.99...
in total charges included taxes, fees and surcharges. The attending consultant advised the $44.99 amount represents the “bundle” price excluding the taxes, fees and surcharges. The consultant also advised that the taxes, surcharges and fee can sometimes fluctuate. The customer’s November 2017 bill reflected a $60.46 that included the bundle, taxes and fees, etc. and is correct as billed. The consultant also apprised [redacted] that the September 2017 bill was less because of an $11.68 prorated credit.