Verizon records show that when the customer called in January2015 to disconnect services that she was advised of the applicable EarlyTermination Fee of $40.00 showing on the statement. The final bill was mailedto the [redacted] address as requested. Areview of the account shows that the customer...
had been making partial paymentson the account, leaving an overdue balance carried forward plus the currentmonth's activity being added. The customer was advised when she paid her billthat the account would be updated to paid collection but not removed from hercredit report. The final bill was not paid until 5/*/15 when she received thenotice from the outside collection agency. On 5/**/15, Verizon FinancialServices spoke with the customer, reviewed all the foregoing information, andexplained the credit report will not be deleted.
CONFIDENTIAL COMMUNICATION March 24, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have thoroughly reviewed the information we received from Ms. [redacted] regarding the image of the safe that was displayed in error with a description for the Werner 4’ Step Ladder. Please understand that, with respect to situations like Ms. [redacted]’s, we reserve certain rights and protections. These can be found on the homepage of our website, under “terms of use” under the section titled “Correction of Errors and Inaccuracies; Limitations on Quantity; Returns; Risk of Loss: which states in part: The information on this Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. Regrettably we are unable to honor errors of this nature. As stated previously, the ad error was corrected after Ms. [redacted] contacted us. A postage paid label has already been sent to return the Werner 4’ Step Ladder. Please allow up to ten days for the return to be received. When the return is received and processed Ms. [redacted] will receive full credit for the Step Ladder. We sincerely apologize for any inconvenience caused by the ad error. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ Tell us why here...
[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.
...⇄ # [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
Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Maria expressed concern regarding the change requested for her Verizon Internet and TV services. Research found there was a system issue with the original...
order. Several representatives attempted to correct the trouble and replace the original order. Unfortunately, it required the help from the Provisioning Repair team. We verified on March [redacted], the trouble was cleared and a Verizon representative was able to complete order. The account shows her TV has been removed and credit give back to 2/**/16. She received 2 credits totaling $72.25 on March [redacted]. The system shows her FiOS 75/75 Internet speed is $44.99 for months 1-12 and $54.99 for months 13-24.
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed an order and was supposed to receive free shipping, 30% off an item and a free nose trimmer but received none of these offers. Ms. [redacted]s states she contacted us by phone four times and no one assisted her with her concerns. When she asked to speak to a supervisor she was advised no supervisor was available and was offered a call back. Ms. [redacted]s states she never received a call back. She also indicates she sent several emails and received no response. When she received her items there were items she never ordered, and she did not receive the items she did order. Ms. [redacted]s states she contacted Customer Service again by phone and that the agent she spoke to said he did not care that she was upset or that she received the incorrect items. When she asked to speak to a supervisor regarding the agent and asked for the agents’ name, the agent transferred her back to Customer Service and after an hour of hold time she received no answer. Ms. [redacted]s is requesting credit for the shipping and handling charges, the 30% discount and credit for the items she did not receive. Ms. [redacted]s would also like her account closed. Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she used her catalog number which offered a Free Gift. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. Customer Service is among our top priorities and in order for us to completely resolve Ms. [redacted]s’ concerns we need further information. Since Ms. [redacted]s has requested a full refund she may promptly return the items she received for full credit. She may use the postage paid labels that accompanied the order or she may print them directly from our website for her convenience by visiting our Returns Center at www.fingerhut.com. We have closed Ms. [redacted]s account per her request and no additional orders may be placed using her Fingerhut Credit Account. If Ms. [redacted]s has further questions 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
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. In Mr. [redacted]’s inquiry he indicates he is set up on a recurring payment schedule that is automatically processed on the scheduled payment date. Mr. [redacted] indicates he changed his checking account information a month before the scheduled payment was to be deducted, however, the scheduled payment processed through his old checking account which caused an overdraft fee of $32.89 plus a daily overdraft fee of $4.89 for a total of $37.78. Mr. [redacted] indicated this is the second time a payment was processed through an incorrect checking account. Mr. [redacted] is requesting a refund for the overdraft fee. Our records indicate Mr. [redacted] contacted our Customer Service Department on October 12, 2015 for assistance in updating his password on our website. The agent assisted Mr. [redacted] with the password update request. Mr. [redacted] also requested to cancel a scheduled payment and to set up a new scheduled payment. The agent cancelled a scheduled payment for the minimum payment due that had originally started on April 22, 2015 and set up a new payment schedule of $40.00 per month beginning on October 22, 2015. On November 18, 2015 Mr. [redacted] set up a recurring payment schedule beginning November 22, 2015 on our website for the minimum monthly payment. Since a recurring payment schedule was already in effect on Mr. [redacted]’s account and Mr. [redacted] set up another recurring payment schedule on November 18, 2015, both payments were processed on November 22, 2015. The bank returned the $40.00 payment to us as not paid and the payment was reversed on December 6, 2015. On December 10, 2015 Mr. [redacted] contacted Customer Service to advise us that he was charged an overdraft fee from his bank in the amount of $36.00 because the payment was processed using his previous/old bank account. On December 10, 2015. Mr. [redacted] was issued a credit of $25.00 as a courtesy for the returned check fee he was billed on his Gettington Account. The recurring payment schedule of $40.00 was also cancelled on December 10, 2015. At this time, we requested Mr. [redacted] to send a copy of his bank statement showing the overdraft fee to our payment research specialist to review to determine if a refund of the overdraft fee was warranted. We have no record of receiving a copy of Mr. [redacted]’s bank statement. As part of our in-depth review of his account, we have no record of Mr. [redacted] cancelling the recurring payment schedule of $40.00 prior to December 10, 2015. Additionally, our records indicate the recurring scheduled payment Mr. [redacted] set up on the website on November 18, 2015 was active with recurring payments being processed on the 22nd of each month until the schedule was cancelled on May 25, 2016. We have no record of this recurring payment schedule being cancelled prior to May 25, 2016. It is important to remember if a payment schedule is already set up and a change needs to be made prior to the payment processing, we require at least 24 hours prior to the date the payment is scheduled for the payment schedule to be cancelled. If a payment is made prior to a payment schedule date, the payment schedule will still process. Since we have no record of a cancellation being requested on our website or by phone prior to the payment that processed on May 22, 2016, we are unable to credit Mr. [redacted]’s Gettington account for the overdraft fee he was charged by his bank. While researching Mr. [redacted]’s inquiry, we reviewed a call recording in which Mr. [redacted]’s spouse identified herself as Mr. [redacted]. She requested that we close the Gettington account and the agent advised her that he was closing the account per her request. Later in the call, Mr. [redacted] spoke with the agent and advised the agent that he and his wife were the account holders. Please understand, we do not have joint accounts. Since this account was opened in Mr. [redacted]’s name we cannot close the account unless Mr. [redacted] requests for the account to be closed. If he would like to close the account he may contact our customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. We apologize for any inconvenience this may have caused. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However, it is NOT as clear as this business states when referencing how I was enrolled in VIP membership. If it was as clear as they indicate, there wouldn't be a plethora of posts about the devious enrollment process.Thank you for engaging with the customer on my behalf
I am rejecting this response because:The response...
does not state that they will correct the information on my credit report. I would like the correct information reported to the credit bureau and the late payments being reported to be removed from all credit reports/credit reporting agencies.
[redacted]
[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] closedaccount [redacted] 7/**/15. Billing cycle 8/*/15 reflected a...
remaining balanceof $117.23 in DirecTV (DTV) charges. On the following bill cycle of 9/*/15 the$117.23 payment was received, however an adjustment was also issued for the$117.23 balance leaving a credit balance on the Verizon account. Verizon recourse the credit balance of $117.23 toDTV. According to DTV, the $117.23 refund processed on 10/*/15 to the customer. A DTV representative left a voice message for [redacted] on 10/**/15 advising the refund has processed which should bereceived in three to seven businessdays. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations[redacted]
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]. Please have the vendor confirm the reduced monthly price for the term of the service.
Sincerely,
[redacted]
Based on a review of the account, it was determined that the customer was billed an early termination fee of $160.00 on the May **, 2015 bill correctly. According to our records the customer called on July **, 2014 to inquire about receiving a better price for services or may switch services...
to another carrier. The customer called again on July **, 2014 requesting options to lower the monthly bill. The customer agreed to a new two-year FiOS Triple Play Bundle of TV Internet and FiOS Digital Voice and removed one set-top box from the account. As the customer disconnected services prior to fulfilling the two-year agreement, the customer is liable for the early termination fee billed. I spoke to the customer on January **, 2016 and advised that the early termination fee billed is valid. The customer was not satisfied.
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.)
CONFIDENTIAL COMMUNICATION August 1, 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 a complaint submitted by Mr. [redacted], regarding catalogs he continues to receive for an individual who previously lived at his current address. We have requested that a permanent suppression be added to our records for Mr. [redacted]’s address. Unfortunately, our catalogs are printed in advance, so it is possible that Mr. [redacted] may receive additional catalogs within the next 6 to 8 weeks – they should stop completely after that timeframe. In regards to Mr. [redacted] being asked for the last four digits of his social security number, our agents are trained to verify certain pieces of information from caller’s to ensure the integrity of information being provided. In this instance, Mr. [redacted] was asked for that information incorrectly, and we apologize for that oversight. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
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]
Upon entering their contract with Verizon, the customer agreed to the terms of service which states in Section 10 Part B: Except as otherwise set forth in this agreement, if you havechosen to subscribe to a bundled service plan with a minimum term commitment,if any of the bundle services are terminated by you or by us before completingyour minimum term, then you agree to pay Verizon the Early Termination Fee setforth in the bundled service plan you have chosen. The Early Termination Fees are valid.
...⇄ # [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 indicate an order was placed on our website on January 27, 2016 for a CyberPowerPC Gamer Ultra GUAS20 8GB Windows 10 Gaming Desktop Computer. The tracking information indicates the item was delivered on February 4, 2016. On March 8, 2016 Mr. [redacted] contacted us and indicated he wanted to return the computer. Our return policy is listed on our website and in our catalogs and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. On March 15, 2016 a postage paid label was sent to Mr. [redacted] to return the damaged computer as a courtesy. The return of the computer was received on April 18, 2016. We have issued credit for the return as a courtesy totaling $767.73. Mr. [redacted] will see the credit reflected on his statement within 1-2 billing cycles. On February 13, 2016 Mr. [redacted]’s monthly statement was sent electronically and reflected a minimum payment of $46.99 due by March 9, 2016, however, no payment was received. A late fee of $37.00 was assessed per the terms and conditions Mr. [redacted] agreed to at the time he opened the account. When an account is past due electronic statements are suspended and paper statements are mailed to the address we have on file. Once the account is current electronic statements will resume. On March 13, 2016, Mr. [redacted]’s monthly statement reflected a minimum payment due of $106.98 ($46.99 due for March and $59.99 due for April) by April 9, 2016. No payment was received and another late fee was assessed in the amount of $37.00. While we understand Mr. [redacted] decided to return the item, he was still responsible to make the minimum monthly payment on his account until the return was received and processed. The balance remaining on Mr. [redacted]’s account is $107.53. As Mr. [redacted] remained obligated to make at least the minimum amount due, and because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Verizon representative spoke with [redacted] and apologized for his billing concerns with the DCT700. She advised him the STB has been removed from his account on order [redacted] We also issued credit on his May bill. I will follow up his 6/[redacted] bill to ensure he has the correct billing. [redacted]...
[redacted] was very thankful and had no other questions.
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the orders and returns for the nook with bench set. Our records indicate an order was placed for the Chelsea Nook with Bench on September 25, 2015. The nook was shipped and delivered to the address we have on file for Ms. [redacted] on October 13, 2015. The charges for this item was reflected on Ms. [redacted]’s October 28, 2015 billing statement. On November 16, 2015, Ms. [redacted] contacted us and requested to add a 3 yr. Extended Service Plan (ESP) on to the order for the nook, the same day the order for the ESP was cancelled. On December 5, 2015 Ms. [redacted] contacted us and requested the ESP again. Since an ESP was already added to the nook and then cancelled, we could no longer add the ESP to the same order. The agent should have created a manual billing for the nook with the ESP, however due to an oversight on our part, another order was processed for the nook with the ESP. On December 7, 2015 a cancellation was requested for this order. Cancellation requests can take up to 24-48 hours to process and the order for the nook shipped before the cancellation was completely processed. The ESP was successfully cancelled and was not billed. Also on December 7, 2015 a manual billing was completed for the nook in the amount of $534.99 which allowed us to add the ESP for the nook for $49.99. Credit was issued on December 7, 2015 for the original nook in the amount of $534.99. This credit is reflected on Ms. [redacted]’s December 28, 2015 billing statement. On January 26, 2016 the return of the second nook was received and credit was issued of $469.99 for the nook and $65.00 for shipping and handling which brought the total credit issued to $534.99. This credit is reflected on Ms. [redacted]’s January 28, 2016 billing statement. Due to the extenuating circumstances surrounding Ms. [redacted]’s request to have an ESP added to her order we have credited late fees totaling $101.00, interest charges totaling $32.93 and SafeLine Plus fees totaling $17.68. Ms. [redacted] will see the credits reflected on her billing statement within 1-2 billing cycles. We also adjusted the minimum payment on Ms. [redacted]’s account to $72.67. Finally, we have requested Ms. [redacted]’s account information to be updated with the credit agencies. Ms. [redacted] should allow 30-60 days for this update to be reflected on her credit files. We sincerely apologize for any inconvenience this may have caused and we appreciate Ms. [redacted]’s patience during our review of her account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Verizon records show that when the customer called in January2015 to disconnect services that she was advised of the applicable EarlyTermination Fee of $40.00 showing on the statement. The final bill was mailedto the [redacted] address as requested. Areview of the account shows that the customer...
had been making partial paymentson the account, leaving an overdue balance carried forward plus the currentmonth's activity being added. The customer was advised when she paid her billthat the account would be updated to paid collection but not removed from hercredit report. The final bill was not paid until 5/*/15 when she received thenotice from the outside collection agency. On 5/**/15, Verizon FinancialServices spoke with the customer, reviewed all the foregoing information, andexplained the credit report will not be deleted.
CONFIDENTIAL COMMUNICATION March 24, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have thoroughly reviewed the information we received from Ms. [redacted] regarding the image of the safe that was displayed in error with a description for the Werner 4’ Step Ladder. Please understand that, with respect to situations like Ms. [redacted]’s, we reserve certain rights and protections. These can be found on the homepage of our website, under “terms of use” under the section titled “Correction of Errors and Inaccuracies; Limitations on Quantity; Returns; Risk of Loss: which states in part: The information on this Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. Regrettably we are unable to honor errors of this nature. As stated previously, the ad error was corrected after Ms. [redacted] contacted us. A postage paid label has already been sent to return the Werner 4’ Step Ladder. Please allow up to ten days for the return to be received. When the return is received and processed Ms. [redacted] will receive full credit for the Step Ladder. We sincerely apologize for any inconvenience caused by the ad error. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ Tell us why here...
[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 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
Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Maria expressed concern regarding the change requested for her Verizon Internet and TV services. Research found there was a system issue with the original...
order. Several representatives attempted to correct the trouble and replace the original order. Unfortunately, it required the help from the Provisioning Repair team. We verified on March [redacted], the trouble was cleared and a Verizon representative was able to complete order. The account shows her TV has been removed and credit give back to 2/**/16. She received 2 credits totaling $72.25 on March [redacted]. The system shows her FiOS 75/75 Internet speed is $44.99 for months 1-12 and $54.99 for months 13-24.
CONFIDENTIAL COMMUNICATION January 10, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed an order and was supposed to receive free shipping, 30% off an item and a free nose trimmer but received none of these offers. Ms. [redacted]s states she contacted us by phone four times and no one assisted her with her concerns. When she asked to speak to a supervisor she was advised no supervisor was available and was offered a call back. Ms. [redacted]s states she never received a call back. She also indicates she sent several emails and received no response. When she received her items there were items she never ordered, and she did not receive the items she did order. Ms. [redacted]s states she contacted Customer Service again by phone and that the agent she spoke to said he did not care that she was upset or that she received the incorrect items. When she asked to speak to a supervisor regarding the agent and asked for the agents’ name, the agent transferred her back to Customer Service and after an hour of hold time she received no answer. Ms. [redacted]s is requesting credit for the shipping and handling charges, the 30% discount and credit for the items she did not receive. Ms. [redacted]s would also like her account closed. Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she used her catalog number which offered a Free Gift. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. Customer Service is among our top priorities and in order for us to completely resolve Ms. [redacted]s’ concerns we need further information. Since Ms. [redacted]s has requested a full refund she may promptly return the items she received for full credit. She may use the postage paid labels that accompanied the order or she may print them directly from our website for her convenience by visiting our Returns Center at www.fingerhut.com. We have closed Ms. [redacted]s account per her request and no additional orders may be placed using her Fingerhut Credit Account. If Ms. [redacted]s has further questions 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
CONFIDENTIAL COMMUNICATION June 21,...
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. In Mr. [redacted]’s inquiry he indicates he is set up on a recurring payment schedule that is automatically processed on the scheduled payment date. Mr. [redacted] indicates he changed his checking account information a month before the scheduled payment was to be deducted, however, the scheduled payment processed through his old checking account which caused an overdraft fee of $32.89 plus a daily overdraft fee of $4.89 for a total of $37.78. Mr. [redacted] indicated this is the second time a payment was processed through an incorrect checking account. Mr. [redacted] is requesting a refund for the overdraft fee. Our records indicate Mr. [redacted] contacted our Customer Service Department on October 12, 2015 for assistance in updating his password on our website. The agent assisted Mr. [redacted] with the password update request. Mr. [redacted] also requested to cancel a scheduled payment and to set up a new scheduled payment. The agent cancelled a scheduled payment for the minimum payment due that had originally started on April 22, 2015 and set up a new payment schedule of $40.00 per month beginning on October 22, 2015. On November 18, 2015 Mr. [redacted] set up a recurring payment schedule beginning November 22, 2015 on our website for the minimum monthly payment. Since a recurring payment schedule was already in effect on Mr. [redacted]’s account and Mr. [redacted] set up another recurring payment schedule on November 18, 2015, both payments were processed on November 22, 2015. The bank returned the $40.00 payment to us as not paid and the payment was reversed on December 6, 2015. On December 10, 2015 Mr. [redacted] contacted Customer Service to advise us that he was charged an overdraft fee from his bank in the amount of $36.00 because the payment was processed using his previous/old bank account. On December 10, 2015. Mr. [redacted] was issued a credit of $25.00 as a courtesy for the returned check fee he was billed on his Gettington Account. The recurring payment schedule of $40.00 was also cancelled on December 10, 2015. At this time, we requested Mr. [redacted] to send a copy of his bank statement showing the overdraft fee to our payment research specialist to review to determine if a refund of the overdraft fee was warranted. We have no record of receiving a copy of Mr. [redacted]’s bank statement. As part of our in-depth review of his account, we have no record of Mr. [redacted] cancelling the recurring payment schedule of $40.00 prior to December 10, 2015. Additionally, our records indicate the recurring scheduled payment Mr. [redacted] set up on the website on November 18, 2015 was active with recurring payments being processed on the 22nd of each month until the schedule was cancelled on May 25, 2016. We have no record of this recurring payment schedule being cancelled prior to May 25, 2016. It is important to remember if a payment schedule is already set up and a change needs to be made prior to the payment processing, we require at least 24 hours prior to the date the payment is scheduled for the payment schedule to be cancelled. If a payment is made prior to a payment schedule date, the payment schedule will still process. Since we have no record of a cancellation being requested on our website or by phone prior to the payment that processed on May 22, 2016, we are unable to credit Mr. [redacted]’s Gettington account for the overdraft fee he was charged by his bank. While researching Mr. [redacted]’s inquiry, we reviewed a call recording in which Mr. [redacted]’s spouse identified herself as Mr. [redacted]. She requested that we close the Gettington account and the agent advised her that he was closing the account per her request. Later in the call, Mr. [redacted] spoke with the agent and advised the agent that he and his wife were the account holders. Please understand, we do not have joint accounts. Since this account was opened in Mr. [redacted]’s name we cannot close the account unless Mr. [redacted] requests for the account to be closed. If he would like to close the account he may contact our customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. We apologize for any inconvenience this may have caused. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However, it is NOT as clear as this business states when referencing how I was enrolled in VIP membership. If it was as clear as they indicate, there wouldn't be a plethora of posts about the devious enrollment process.Thank you for engaging with the customer on my behalf
I am rejecting this response because:The response...
does not state that they will correct the information on my credit report. I would like the correct information reported to the credit bureau and the late payments being reported to be removed from all credit reports/credit reporting agencies.
[redacted]
[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] closedaccount [redacted] 7/**/15. Billing cycle 8/*/15 reflected a...
remaining balanceof $117.23 in DirecTV (DTV) charges. On the following bill cycle of 9/*/15 the$117.23 payment was received, however an adjustment was also issued for the$117.23 balance leaving a credit balance on the Verizon account. Verizon recourse the credit balance of $117.23 toDTV. According to DTV, the $117.23 refund processed on 10/*/15 to the customer. A DTV representative left a voice message for [redacted] on 10/**/15 advising the refund has processed which should bereceived in three to seven businessdays. This Information has been provided to the customerand is satisfied with the resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations[redacted]
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]. Please have the vendor confirm the reduced monthly price for the term of the service.
Sincerely,
[redacted]
Based on a review of the account, it was determined that the customer was billed an early termination fee of $160.00 on the May **, 2015 bill correctly. According to our records the customer called on July **, 2014 to inquire about receiving a better price for services or may switch services...
to another carrier. The customer called again on July **, 2014 requesting options to lower the monthly bill. The customer agreed to a new two-year FiOS Triple Play Bundle of TV Internet and FiOS Digital Voice and removed one set-top box from the account. As the customer disconnected services prior to fulfilling the two-year agreement, the customer is liable for the early termination fee billed. I spoke to the customer on January **, 2016 and advised that the early termination fee billed is valid. The customer was not satisfied.
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.)
CONFIDENTIAL COMMUNICATION August 1, 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 a complaint submitted by Mr. [redacted], regarding catalogs he continues to receive for an individual who previously lived at his current address. We have requested that a permanent suppression be added to our records for Mr. [redacted]’s address. Unfortunately, our catalogs are printed in advance, so it is possible that Mr. [redacted] may receive additional catalogs within the next 6 to 8 weeks – they should stop completely after that timeframe. In regards to Mr. [redacted] being asked for the last four digits of his social security number, our agents are trained to verify certain pieces of information from caller’s to ensure the integrity of information being provided. In this instance, Mr. [redacted] was asked for that information incorrectly, and we apologize for that oversight. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
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]
Upon entering their contract with Verizon, the customer agreed to the terms of service which states in Section 10 Part B: Except as otherwise set forth in this agreement, if you havechosen to subscribe to a bundled service plan with a minimum term commitment,if any of the bundle services are terminated by you or by us before completingyour minimum term, then you agree to pay Verizon the Early Termination Fee setforth in the bundled service plan you have chosen. The Early Termination Fees are valid.
CONFIDENTIAL COMMUNICATION April 21, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate an order was placed on our website on January 27, 2016 for a CyberPowerPC Gamer Ultra GUAS20 8GB Windows 10 Gaming Desktop Computer. The tracking information indicates the item was delivered on February 4, 2016. On March 8, 2016 Mr. [redacted] contacted us and indicated he wanted to return the computer. Our return policy is listed on our website and in our catalogs and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. On March 15, 2016 a postage paid label was sent to Mr. [redacted] to return the damaged computer as a courtesy. The return of the computer was received on April 18, 2016. We have issued credit for the return as a courtesy totaling $767.73. Mr. [redacted] will see the credit reflected on his statement within 1-2 billing cycles. On February 13, 2016 Mr. [redacted]’s monthly statement was sent electronically and reflected a minimum payment of $46.99 due by March 9, 2016, however, no payment was received. A late fee of $37.00 was assessed per the terms and conditions Mr. [redacted] agreed to at the time he opened the account. When an account is past due electronic statements are suspended and paper statements are mailed to the address we have on file. Once the account is current electronic statements will resume. On March 13, 2016, Mr. [redacted]’s monthly statement reflected a minimum payment due of $106.98 ($46.99 due for March and $59.99 due for April) by April 9, 2016. No payment was received and another late fee was assessed in the amount of $37.00. While we understand Mr. [redacted] decided to return the item, he was still responsible to make the minimum monthly payment on his account until the return was received and processed. The balance remaining on Mr. [redacted]’s account is $107.53. As Mr. [redacted] remained obligated to make at least the minimum amount due, and because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Verizon representative spoke with [redacted] and apologized for his billing concerns with the DCT700. She advised him the STB has been removed from his account on order [redacted] We also issued credit on his May bill. I will follow up his 6/[redacted] bill to ensure he has the correct billing. [redacted]...
[redacted] was very thankful and had no other questions.
CONFIDENTIAL COMMUNICATION May 27, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the orders and returns for the nook with bench set. Our records indicate an order was placed for the Chelsea Nook with Bench on September 25, 2015. The nook was shipped and delivered to the address we have on file for Ms. [redacted] on October 13, 2015. The charges for this item was reflected on Ms. [redacted]’s October 28, 2015 billing statement. On November 16, 2015, Ms. [redacted] contacted us and requested to add a 3 yr. Extended Service Plan (ESP) on to the order for the nook, the same day the order for the ESP was cancelled. On December 5, 2015 Ms. [redacted] contacted us and requested the ESP again. Since an ESP was already added to the nook and then cancelled, we could no longer add the ESP to the same order. The agent should have created a manual billing for the nook with the ESP, however due to an oversight on our part, another order was processed for the nook with the ESP. On December 7, 2015 a cancellation was requested for this order. Cancellation requests can take up to 24-48 hours to process and the order for the nook shipped before the cancellation was completely processed. The ESP was successfully cancelled and was not billed. Also on December 7, 2015 a manual billing was completed for the nook in the amount of $534.99 which allowed us to add the ESP for the nook for $49.99. Credit was issued on December 7, 2015 for the original nook in the amount of $534.99. This credit is reflected on Ms. [redacted]’s December 28, 2015 billing statement. On January 26, 2016 the return of the second nook was received and credit was issued of $469.99 for the nook and $65.00 for shipping and handling which brought the total credit issued to $534.99. This credit is reflected on Ms. [redacted]’s January 28, 2016 billing statement. Due to the extenuating circumstances surrounding Ms. [redacted]’s request to have an ESP added to her order we have credited late fees totaling $101.00, interest charges totaling $32.93 and SafeLine Plus fees totaling $17.68. Ms. [redacted] will see the credits reflected on her billing statement within 1-2 billing cycles. We also adjusted the minimum payment on Ms. [redacted]’s account to $72.67. Finally, we have requested Ms. [redacted]’s account information to be updated with the credit agencies. Ms. [redacted] should allow 30-60 days for this update to be reflected on her credit files. We sincerely apologize for any inconvenience this may have caused and we appreciate Ms. [redacted]’s patience during our review of her account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw