I spoke to [redacted] and apologized for her treatment and also reached out to Fiber solution center and advised them of [redacted] concerns and that her treatment was unacceptable . [redacted] was also credited 45.00 for the wireless data she used when her services were down.
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 PayCheck Direct Account. Ms. [redacted] states she purchased a TV and vacuum on December 1, 2016. She set up biweekly payments in the amount of $54.19. She received an e-mail on December 8, 2016 that stated the order for the vacuum was cancelled due to the item being out of stock. She states she contacted PayCheck Direct and was told the same payment of $54.19 would be withdrawn although the vacuum was cancelled. Ms. [redacted] stresses the item is shown to be in stock on PayCheck Direct’s website. She also states she contacted PayCheck Direct and was told the vacuum would be shipped that day, however online the tracking number was shown the item to have already been shipped. Ms. [redacted] is unsatisfied with the response she received from Customer Service representatives. Our records indicate Ms. [redacted] placed an order for a Shark Rocket DeluxePro UltraLite 4.2-Amp Vacuum with Hand Vac and a Samsung 55" UHD 4K HDR LED Smart TV on December 1, 2016. On December 9, 2016 a letter was mailed to Ms. [redacted] stating the order for the TV was cancelled due to the item being out of stock at the time of purchase. The TV is currently back in stock if she would like to repurchase this item. Unfortunately we are not able to change or adjust the payment amount after an order is placed and shipped. We are required to maintain the payment agreement set up at the time the order was placed. Our agents are accountable to meet professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We apologize Ms. [redacted] felt the representatives she spoke with were discourteous. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
...⇄ # [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
2016 ...⇄ Revdex.com of Minnesota �...⇄ ...⇄ ...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a Blair Private Label Credit Account. In Ms. [redacted]’s inquiry she states her order was not mailed to her until all blazers were available in July. Ms. [redacted] states that we had shipped some of the blazers to her in March but at a much higher cost than what was first quoted to her. Ms. [redacted] received a merchandise credit for one of the returns because it was received outside of our 90-day return policy a credit was sent instead of processing to her Private Label Credit Card account. Ms. [redacted] contacted our customer service department and requested to have the Merchandise Credit reversed and applied to her credit card. Ms. [redacted] placed her order on March 25, 2016 as a group order. Ms. [redacted] had her orders multiple shipped to 14 different addresses. Unfortunately, some of the blazers especially in the larger sizes were on backorder until July 2016. Ms. [redacted] was offered our general group order discount of 15% off per item. Ms. [redacted] contacted our office on April 20, 2016, stating that she should have received free shipping on each of her orders. Blair offers to honor one promotion code per order and this was explained at the time of the original order. As an appeasement, credits were issued for original shipping and taxes, as Ms. [redacted] is at tax exempt status. The credit amount at that time was in the amount of $156.40 which included $111.89 in shipping costs. The cost of each Fully Lined Blazer was to be charged $30.59. Returns were made by some of the gift receivers which resulted in several credits, others made exchanges for a smaller size. This resulted in tax charges not being removed and one order being charged shipping. As a courtesy, adjustments of $5.90 in tax charges and $8.99 shipping charge was credited to Ms. [redacted]’s Private Label Credit Card. A credit was issued on December 29, 2016, as we were not aware of another return that was made which resulted in the merchandise credit of $32.43. The credit was applied to her Private Label Credit Card for that merchandise credit, which has been deactivated. We consider Ms. [redacted]’s order closed. If additional returns are made a merchandise credit will be issued that are within our 90-day return policy. If Ms. [redacted] has any further questions, she may contact our Customer Service Department at ###-###-####, Monday-Friday 9 am to 9 pm, Eastern Time. Thank you for allowing us to explain. Sincerely, Renee [redacted] Executive Care Team
The issue was addressed by Verizon in a complaint filed with the FCC under IC Number: [redacted]. Verizon advised the following on 5/**/16: Matthew B[redacted] expressed concern about internet connectivity. According to our records, on 5/*/16 the customer was contacted by Tech Support. An outage was...
addressed by the company. It has been confirmed that there is some congestion on the DSL equipment serving this customer; however, Verizon Engineering has advised there are no plans for relief at this time. Verizon’s position remains unchanged.
Verizon again attempted to contact the customer at the reach number provided. On every occasion, the customer's voice mail was full and a message could not be left. Verizon has again emailed the customer providing the name and number of a direct contact to call at her convenience in order to address her questions and concerns. Verizon apologizes for any inconvenience the customer has experienced as a result of this matter.
Please be advised we spoke with [redacted] today to discuss the account. We agreed to adjust 35 episode purchases at $2.99 each as a good will gesture to appear on the November *, 2017 statement. [redacted] was also advised to set up parental controls to avoid further purchases in the...
home. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
Verizon made contact with the customer who informed the service has been cancelled due to issues experienced during installation process. The representative provided the customer with direct contact information for follow-up to address any billing issues upon receipt of the final...
billed statement. The customer thanked the representative for the contact and released the call.
Please be advised, Verizon's attempts to contact the customer to address the complaint have been unsuccessful. Verizon will gladly assist upon customer contact.
Final Consumer Response /* (2000, 5, 2015/07/06) */
I received a message from Fingerhut yesterday informing me that the computer I returned, was still at the warehouse and fingerhut will dispose of it and process my refund. Today when I checked my balance on fingerhut.com, I saw that I receive a...
full refund for the return.
[redacted]copied and pasted from email.
I am rejecting this response because: This business is still refusing to refund my shipping costs if I return my item and void my contract. They did not honor the contract I entered into, which was for 2 items not one. I have had to purchase the other item and make payments on that item. I agreed to the bimonthly amount for 2 items not for 1. Their refusal to honor their side of the contract or void it and make a new one is unsatisfactory.
While [redacted] is not satisfied, our position is unchanged. [redacted] can review the Terms of Service agreement at [redacted]. Section 1 "Terms And Acceptance Of Agreement; Section 3 "Revisions To This Agreement" for additional information."
Initial Business Response /* (1000, 7, 2015/06/05) */
CONFIDENTIAL COMMUNICATION
June 4, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
It is in regards to her order dated April 9, 2015 for a Panasonic Viera 32-inch 720p LED TV. United Parcel Service (UPS) tracking number [redacted] confirms that they fulfilled the delivery obligation when it was delivered to Ms. [redacted]'s address provided on the inquiry on April 13, 2015 at 11:10 a.m. local time.
On April 28, 2015 Ms. [redacted] accessed the live chat service on our website first notifying that she did not receive the TV. On the same date, the chat agent sent an affidavit of merchandise not received, which arrived back to us fully completed on May 20, 2015.
However, due to the substantial monetary value of the TV, we require a police report to complete the investigation. Disclosed in the instruction letter that came with the affidavit was, "We also need you to file a police report with your local department. If you cannot file a police report, please provide the case number, date of the report, officer's name and phone number."
We are aware of Ms. [redacted]'s claim that she was refused a police report and advised to dispute it with the shipping carrier because "UPS lost the package." We contacted UPS regarding this matter; they advised that there is no evidence to support that they lost and instead shows they delivered the TV as agreed. If Ms. [redacted] cannot obtain a report, we would need the name and phone number to her local precinct, the name and badge number of the officer that she contacted.
To expedite, Ms. [redacted] may fax the report/pertinent information to 1-952-607-3245, Attn: Andy or by regular mail to [redacted] St. Cloud, MN 56303. Once received, we will further investigate this matter.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 9, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
One of the neighbors has the tv. She lives in apartment [redacted]... but I live in [redacted]B.
I will return the tv back to fingerhut. I don't want it.
Rebuttal response: Verizon position remains unchanged. Attached is a copy of the Service Order Confirmation (SOC) for the order the customer placed online. The SOC clearly shows a 2 year contract and Early Termination Fee's if service is cancelled prior to the end of the contract. The customer was receiving a 24 month bundle discount thru 10-**-16 for 30.00 and a 24 month bundle discount thru 10-**-16 of 25.00 for being in the 2 year contract. The customer was also receiving a $15.00 valued customer credit. The Early Termination Fee has been sustained.[redacted]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern with the rising cost of her Verizon bundle and she was supposed to have a $69.99 bundle for life. She also had concerns about...
the life of the backup battery for the ONT.
According to our records, there wasn’t an option for a $69.99 bundle for life. [redacted] was previously given a $7 monthly credit for 12 months to bring her bundle down to $69.99. The credit was set to expire in January 2017. In an effort to resolve this matter, the previous credit was retracted, and [redacted] was offered a new $15 monthly credit that will carry her through July 2017. This credit reduces her bill even more, and it will help offset the cost of any future price ups. An order was also placed to replace [redacted]’s current backup battery.
Executive Relations/Linda B/Revdex.com case [redacted] / Called [redacted] at ###-###-#### and she was very concerned about her bill and the poor customer service she has experienced. She asked about credits she was to receive, and she was given credit for the activation fee of $24.99 on...
12-**-15, for both charges, and also she was issued credit for the time out of service for the week she had not service on 1/**/16, $12.61, for total credits $62.59 Since the customer was calling in and having a poor customer service experience, and to retain the customer I have issued a credit as goodwill, as the customer has had many repair tickets [redacted], [redacted], [redacted], [redacted] since install, customer wanted to disco, to retain customer issued credit of $50.00. I will also follow up on the bill and make sure billing correctly. Also [redacted] says she cannot log into Verizon.com to look at her account. I will have to [redacted] to [redacted] to contact her and get account corrected.
I am rejecting this response because:
I contacted finger hut on October 30th to cancel my order and called again October 31st to reorder the same items with a customer service representative in order to get the free shipping with the code FREAKY. That particular representative did not cancel my order as requested and I was informed with by the new representative that more original order had actually shipped (it was to be canceled, and was canceled within the 24 hr time frame) due to the 2nd representative not able to stop my order or grant my free shipping I requested to speak with a supervisor. I was transferred to maybe 4 different reps before reaching the voice mail of a supervisor. as stated before. I did leave a message. my contact information and phone number have been the same for 18 years. I put the information to originally sign up and apply for credit with this company. it would have been odd for me to be approved for a credit account without a phone number listed. I never had a missed call or voice mail from fingerhut and I have double checked my phone records to confirm this. I also logged into my fingerhut account to view my contact information which is listed and my phone number was there. as for the 108.00 it was deducted from my account and I double checked the balance this morning and a week after fingerhut having physical presence of my item and a Revdex.com complaint the 108.00 was corrected.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Verizon has...
refused to remove the negative item. I have been told that I must change the address on my driver's license and THEN give them a call. However, I had to find bills from the telephone account I have with them during the period of time that someone else opened the negative account. I also provided NYCDEP bills for the same period in my name at my address. What gives Verizon the right to tell me what address to use on my drivers licence? I have never had an issue proving my address as I have tons of bils to verify that. They verified my current account which I have had with them for over 14 years at my current address, and they are refusing to remove the negative account. Please help.
Sincerely,
[redacted]
The customer currently subscribes to the Fios Digital Voice (FDV) Triple Play bundle at $69.99 plus taxes, surcharges, equipment, optional and additional services. The itemized bundle is the following: $30.00 FDV, Fios Custom Tv $49.99 with a promotional discount of $20.00 to bring the rate to...
$29.99, $50.00 Fios Data 50/50 with a promotional discount of $40.00 to bring the rate to $10.00. In addition, the customer subscribes to a Non-Published Listing $4.75, Fios Quantum Gateway Router $9.99, (3) TV Equipment package at $27.99. The customer requested that telephone number, ###-###-#### be transferred from another provider to Verizon. We have investigated the status of this complaint and found that the customer was provided a temporary telephone number until the original telephone number could returned by the other provider. The customer’s telephone number ###-###-####, was restored on October **, 2015. Research determined that multiple orders were initiated in an effort to port in telephone number ###-###-####. Unfortunately these attempts were unsuccessful. On October **, 2015 order [redacted] was initiated to Win-back telephone number ###-###-#### from the previous provider to Verizon. This order cycled through to provisioning on October **, 2015. On October **, 2015 credits totaling $75.19 were issued. Please allow 1-2 bill cycles for credit to post. On October **, 2015 a billing representative from our office spoke with Ms. Welch and confirmed ###-###-#### was working. The representative issued an additional credit of $25.00 to the account. Please allow 1-2 bill cycles for credit to post. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms. Welch may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at */###-###-#### EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations
CONFIDENTIAL COMMUNICATION May 11, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s complaint, she states she placed an order for a digital camera on February 18, 2017, and received it around March 18, 2017. Ms. [redacted] did not use the item until the last week of March through the first week of April. When informed, customer service stated the item had passed the 30 day return policy and was returning the item to Ms. [redacted]. After reviewing Ms. [redacted]’s account, we show Ms. [redacted] placed an order on February 18, 2017 for the Polaroid Camera Bundle. Tracking shows, the item was delivered to Ms. [redacted] on February 28, 2017. Ms. [redacted] contacted us on April 28, 2017 by email stating the item was not working correctly and that she returned the item for a refund. We received her return item on May 1, 2017. Because the item was returned to us after our 30 day home trial period, the item is being returned to Ms. [redacted]. We shipped the item back to her on May 5, 2017. She can expect to receive the item within 45 days and can track the package by using the tracking number #[redacted] at http://www.fedex.com/us. The camera has a limited manufacturer warranty with it. We recommend Ms. [redacted] contact Polaroid at ###-###-#### for further assistance with the item. Please see attachment for further details. Sincerely, Vi [redacted]Executive Care Team VF/AH
I spoke to [redacted] and apologized for her treatment and also reached out to Fiber solution center and advised them of [redacted] concerns and that her treatment was unacceptable . [redacted] was also credited 45.00 for the wireless data she used when her services were down.
CONFIDENTIAL COMMUNICATION December 28,...
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 PayCheck Direct Account. Ms. [redacted] states she purchased a TV and vacuum on December 1, 2016. She set up biweekly payments in the amount of $54.19. She received an e-mail on December 8, 2016 that stated the order for the vacuum was cancelled due to the item being out of stock. She states she contacted PayCheck Direct and was told the same payment of $54.19 would be withdrawn although the vacuum was cancelled. Ms. [redacted] stresses the item is shown to be in stock on PayCheck Direct’s website. She also states she contacted PayCheck Direct and was told the vacuum would be shipped that day, however online the tracking number was shown the item to have already been shipped. Ms. [redacted] is unsatisfied with the response she received from Customer Service representatives. Our records indicate Ms. [redacted] placed an order for a Shark Rocket DeluxePro UltraLite 4.2-Amp Vacuum with Hand Vac and a Samsung 55" UHD 4K HDR LED Smart TV on December 1, 2016. On December 9, 2016 a letter was mailed to Ms. [redacted] stating the order for the TV was cancelled due to the item being out of stock at the time of purchase. The TV is currently back in stock if she would like to repurchase this item. Unfortunately we are not able to change or adjust the payment amount after an order is placed and shipped. We are required to maintain the payment agreement set up at the time the order was placed. Our agents are accountable to meet professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We apologize Ms. [redacted] felt the representatives she spoke with were discourteous. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
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
CONFIDENTIAL COMMUNICATION December 29,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ ...⇄ ...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a Blair Private Label Credit Account. In Ms. [redacted]’s inquiry she states her order was not mailed to her until all blazers were available in July. Ms. [redacted] states that we had shipped some of the blazers to her in March but at a much higher cost than what was first quoted to her. Ms. [redacted] received a merchandise credit for one of the returns because it was received outside of our 90-day return policy a credit was sent instead of processing to her Private Label Credit Card account. Ms. [redacted] contacted our customer service department and requested to have the Merchandise Credit reversed and applied to her credit card. Ms. [redacted] placed her order on March 25, 2016 as a group order. Ms. [redacted] had her orders multiple shipped to 14 different addresses. Unfortunately, some of the blazers especially in the larger sizes were on backorder until July 2016. Ms. [redacted] was offered our general group order discount of 15% off per item. Ms. [redacted] contacted our office on April 20, 2016, stating that she should have received free shipping on each of her orders. Blair offers to honor one promotion code per order and this was explained at the time of the original order. As an appeasement, credits were issued for original shipping and taxes, as Ms. [redacted] is at tax exempt status. The credit amount at that time was in the amount of $156.40 which included $111.89 in shipping costs. The cost of each Fully Lined Blazer was to be charged $30.59. Returns were made by some of the gift receivers which resulted in several credits, others made exchanges for a smaller size. This resulted in tax charges not being removed and one order being charged shipping. As a courtesy, adjustments of $5.90 in tax charges and $8.99 shipping charge was credited to Ms. [redacted]’s Private Label Credit Card. A credit was issued on December 29, 2016, as we were not aware of another return that was made which resulted in the merchandise credit of $32.43. The credit was applied to her Private Label Credit Card for that merchandise credit, which has been deactivated. We consider Ms. [redacted]’s order closed. If additional returns are made a merchandise credit will be issued that are within our 90-day return policy. If Ms. [redacted] has any further questions, she may contact our Customer Service Department at ###-###-####, Monday-Friday 9 am to 9 pm, Eastern Time. Thank you for allowing us to explain. Sincerely, Renee [redacted] Executive Care Team
The issue was addressed by Verizon in a complaint filed with the FCC under IC Number: [redacted]. Verizon advised the following on 5/**/16: Matthew B[redacted] expressed concern about internet connectivity. According to our records, on 5/*/16 the customer was contacted by Tech Support. An outage was...
addressed by the company. It has been confirmed that there is some congestion on the DSL equipment serving this customer; however, Verizon Engineering has advised there are no plans for relief at this time. Verizon’s position remains unchanged.
Verizon again attempted to contact the customer at the reach number provided. On every occasion, the customer's voice mail was full and a message could not be left. Verizon has again emailed the customer providing the name and number of a direct contact to call at her convenience in order to address her questions and concerns. Verizon apologizes for any inconvenience the customer has experienced as a result of this matter.
Please be advised we spoke with [redacted] today to discuss the account. We agreed to adjust 35 episode purchases at $2.99 each as a good will gesture to appear on the November *, 2017 statement. [redacted] was also advised to set up parental controls to avoid further purchases in the...
home. We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
Verizon made contact with the customer who informed the service has been cancelled due to issues experienced during installation process. The representative provided the customer with direct contact information for follow-up to address any billing issues upon receipt of the final...
billed statement. The customer thanked the representative for the contact and released the call.
Please be advised, Verizon's attempts to contact the customer to address the complaint have been unsuccessful. Verizon will gladly assist upon customer contact.
Final Consumer Response /* (2000, 5, 2015/07/06) */
I received a message from Fingerhut yesterday informing me that the computer I returned, was still at the warehouse and fingerhut will dispose of it and process my refund. Today when I checked my balance on fingerhut.com, I saw that I receive a...
full refund for the return.
[redacted]copied and pasted from email.
I am rejecting this response because: This business is still refusing to refund my shipping costs if I return my item and void my contract. They did not honor the contract I entered into, which was for 2 items not one. I have had to purchase the other item and make payments on that item. I agreed to the bimonthly amount for 2 items not for 1. Their refusal to honor their side of the contract or void it and make a new one is unsatisfactory.
While [redacted] is not satisfied, our position is unchanged. [redacted] can review the Terms of Service agreement at [redacted]. Section 1 "Terms And Acceptance Of Agreement; Section 3 "Revisions To This Agreement" for additional information."
Initial Business Response /* (1000, 7, 2015/06/05) */
CONFIDENTIAL COMMUNICATION
June 4, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
It is in regards to her order dated April 9, 2015 for a Panasonic Viera 32-inch 720p LED TV. United Parcel Service (UPS) tracking number [redacted] confirms that they fulfilled the delivery obligation when it was delivered to Ms. [redacted]'s address provided on the inquiry on April 13, 2015 at 11:10 a.m. local time.
On April 28, 2015 Ms. [redacted] accessed the live chat service on our website first notifying that she did not receive the TV. On the same date, the chat agent sent an affidavit of merchandise not received, which arrived back to us fully completed on May 20, 2015.
However, due to the substantial monetary value of the TV, we require a police report to complete the investigation. Disclosed in the instruction letter that came with the affidavit was, "We also need you to file a police report with your local department. If you cannot file a police report, please provide the case number, date of the report, officer's name and phone number."
We are aware of Ms. [redacted]'s claim that she was refused a police report and advised to dispute it with the shipping carrier because "UPS lost the package." We contacted UPS regarding this matter; they advised that there is no evidence to support that they lost and instead shows they delivered the TV as agreed. If Ms. [redacted] cannot obtain a report, we would need the name and phone number to her local precinct, the name and badge number of the officer that she contacted.
To expedite, Ms. [redacted] may fax the report/pertinent information to 1-952-607-3245, Attn: Andy or by regular mail to [redacted] St. Cloud, MN 56303. Once received, we will further investigate this matter.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 9, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
One of the neighbors has the tv. She lives in apartment [redacted]... but I live in [redacted]B.
I will return the tv back to fingerhut. I don't want it.
Rebuttal response: Verizon position remains unchanged. Attached is a copy of the Service Order Confirmation (SOC) for the order the customer placed online. The SOC clearly shows a 2 year contract and Early Termination Fee's if service is cancelled prior to the end of the contract. The customer was receiving a 24 month bundle discount thru 10-**-16 for 30.00 and a 24 month bundle discount thru 10-**-16 of 25.00 for being in the 2 year contract. The customer was also receiving a $15.00 valued customer credit. The Early Termination Fee has been sustained.[redacted]
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern with the rising cost of her Verizon bundle and she was supposed to have a $69.99 bundle for life. She also had concerns about...
the life of the backup battery for the ONT.
According to our records, there wasn’t an option for a $69.99 bundle for life. [redacted] was previously given a $7 monthly credit for 12 months to bring her bundle down to $69.99. The credit was set to expire in January 2017. In an effort to resolve this matter, the previous credit was retracted, and [redacted] was offered a new $15 monthly credit that will carry her through July 2017. This credit reduces her bill even more, and it will help offset the cost of any future price ups. An order was also placed to replace [redacted]’s current backup battery.
Executive Relations/Linda B/Revdex.com case [redacted] / Called [redacted] at ###-###-#### and she was very concerned about her bill and the poor customer service she has experienced. She asked about credits she was to receive, and she was given credit for the activation fee of $24.99 on...
12-**-15, for both charges, and also she was issued credit for the time out of service for the week she had not service on 1/**/16, $12.61, for total credits $62.59 Since the customer was calling in and having a poor customer service experience, and to retain the customer I have issued a credit as goodwill, as the customer has had many repair tickets [redacted], [redacted], [redacted], [redacted] since install, customer wanted to disco, to retain customer issued credit of $50.00. I will also follow up on the bill and make sure billing correctly. Also [redacted] says she cannot log into Verizon.com to look at her account. I will have to [redacted] to [redacted] to contact her and get account corrected.
I am rejecting this response because:
I contacted finger hut on October 30th to cancel my order and called again October 31st to reorder the same items with a customer service representative in order to get the free shipping with the code FREAKY. That particular representative did not cancel my order as requested and I was informed with by the new representative that more original order had actually shipped (it was to be canceled, and was canceled within the 24 hr time frame) due to the 2nd representative not able to stop my order or grant my free shipping I requested to speak with a supervisor. I was transferred to maybe 4 different reps before reaching the voice mail of a supervisor. as stated before. I did leave a message. my contact information and phone number have been the same for 18 years. I put the information to originally sign up and apply for credit with this company. it would have been odd for me to be approved for a credit account without a phone number listed. I never had a missed call or voice mail from fingerhut and I have double checked my phone records to confirm this. I also logged into my fingerhut account to view my contact information which is listed and my phone number was there. as for the 108.00 it was deducted from my account and I double checked the balance this morning and a week after fingerhut having physical presence of my item and a Revdex.com complaint the 108.00 was corrected.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Verizon has...
refused to remove the negative item. I have been told that I must change the address on my driver's license and THEN give them a call. However, I had to find bills from the telephone account I have with them during the period of time that someone else opened the negative account. I also provided NYCDEP bills for the same period in my name at my address. What gives Verizon the right to tell me what address to use on my drivers licence? I have never had an issue proving my address as I have tons of bils to verify that. They verified my current account which I have had with them for over 14 years at my current address, and they are refusing to remove the negative account. Please help.
Sincerely,
[redacted]
The customer currently subscribes to the Fios Digital Voice (FDV) Triple Play bundle at $69.99 plus taxes, surcharges, equipment, optional and additional services. The itemized bundle is the following: $30.00 FDV, Fios Custom Tv $49.99 with a promotional discount of $20.00 to bring the rate to...
$29.99, $50.00 Fios Data 50/50 with a promotional discount of $40.00 to bring the rate to $10.00. In addition, the customer subscribes to a Non-Published Listing $4.75, Fios Quantum Gateway Router $9.99, (3) TV Equipment package at $27.99. The customer requested that telephone number, ###-###-#### be transferred from another provider to Verizon. We have investigated the status of this complaint and found that the customer was provided a temporary telephone number until the original telephone number could returned by the other provider. The customer’s telephone number ###-###-####, was restored on October **, 2015. Research determined that multiple orders were initiated in an effort to port in telephone number ###-###-####. Unfortunately these attempts were unsuccessful. On October **, 2015 order [redacted] was initiated to Win-back telephone number ###-###-#### from the previous provider to Verizon. This order cycled through to provisioning on October **, 2015. On October **, 2015 credits totaling $75.19 were issued. Please allow 1-2 bill cycles for credit to post. On October **, 2015 a billing representative from our office spoke with Ms. Welch and confirmed ###-###-#### was working. The representative issued an additional credit of $25.00 to the account. Please allow 1-2 bill cycles for credit to post. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms. Welch may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at */###-###-#### EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations
CONFIDENTIAL COMMUNICATION May 11, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s complaint, she states she placed an order for a digital camera on February 18, 2017, and received it around March 18, 2017. Ms. [redacted] did not use the item until the last week of March through the first week of April. When informed, customer service stated the item had passed the 30 day return policy and was returning the item to Ms. [redacted]. After reviewing Ms. [redacted]’s account, we show Ms. [redacted] placed an order on February 18, 2017 for the Polaroid Camera Bundle. Tracking shows, the item was delivered to Ms. [redacted] on February 28, 2017. Ms. [redacted] contacted us on April 28, 2017 by email stating the item was not working correctly and that she returned the item for a refund. We received her return item on May 1, 2017. Because the item was returned to us after our 30 day home trial period, the item is being returned to Ms. [redacted]. We shipped the item back to her on May 5, 2017. She can expect to receive the item within 45 days and can track the package by using the tracking number #[redacted] at http://www.fedex.com/us. The camera has a limited manufacturer warranty with it. We recommend Ms. [redacted] contact Polaroid at ###-###-#### for further assistance with the item. Please see attachment for further details. Sincerely, Vi [redacted]Executive Care Team VF/AH