Subsequent to the complaint, a billing representative made contact with the customer who informed the payment investigation team conducted an investigation and found the $19.95 was not a payment; it was a purchase for Verizon's products and services. The customer also received a...
credit for $19.95 on February **, 2017. The customer questioned the contact and the representative informed he was making contact to address the Revdex.com complaint. The customer had no further concerns.
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]
Upon receipt of this follow up we called and left a message for [redacted] advising him that we are manually issuing credits to his bill due to the system glitch not yet being corrected. Until the issue is fixed on our end we will follow up each month to manually issue the credit each month.
The customer was billed for services neverprovided. The customer had been assured the charges for the service would beadjusted in full only to find bill turned over to outside collection agencyaffecting his credit. Our investigation confirmed the customer wasbilled in error and the promised credit...
had not processed until 6/**/15. Thebill dated 6/**/15 reflects the credit adjustment of $97.97 in addition to thepayment of $97.97 received from the customer. A refund for the $97.97 will begenerated within 30 days. Upon receipt of this referral, a request wassubmitted that the account be removed from customer’s credit reporting history.Please allow up to 30 days for credit reporting agencies to reflect updated information. We apologize for the problem and appreciate thecustomer bringing this to our attention.
I am rejecting this response because: this is the same I heard from customer service. It was unacceptable then and its unacceptable now. When I first spoke to Haband in Feb 2018, the order from Dec 2017 had NOT been entered in my account. They...
couldn't find it and either did I. Once I spoke to someone the order surprisingly appeared. My first call was about returning the double shipment they sent. 1. I ordered 2 flannel shirts from a sale flyer you mailed to me. The answer is wrong the has been received . I ordered . A. RED & BLACK FLANNEL AND B. WHITE & BLACK FLANNEL. The records that have been entered ARE WRONG, INCLUDING THE PRICES. 2. I've been ordering things from both Haband and Blair for over 30 yrs. I know how the prices run and how the sales are sent. I don't have my order because it came in the mail separate from your catalog. I couldn't order it on line because of the SALE PRICE ON THE FLYER . So I filled out the little order form and mailed it in. 3. A month later I received a card asking me what colors did I order. I sent it back, RED/BLK, WHT/BLK. I guess they lost it because I received 2 more. When I did hear anything I called and I was told the hasn't processed yet. They didn't see it in the computer. I told him, once again what colors I wanted. 3. There is no wht flannel shirt as you say I ordered. That must be entered wrong too. I was told the only wht flannel is why/blk. So again the answer we received from the company is wrong, again. 4. Then I received the dress shirt and the wht/blk flannel shirt. A few days later I received another shippment, I assumed the red/blk. Nope, it was the same shirt. I called, they said to return it and they would ship out the right one, I cancelled that shirt. I was told also, I'd be credited for the return fee of $9.99, hence the first credit on my account. When I cancelled the red one, I was told it would be credited since I cancelled. She said $9.99 . I told her that wasn't the price and the credit would be to high. That's when I found out they PUT THE WRONG PRICE IN THE COMPUTER. 5. This order was screwed up from day one. The only reason I ordered was the price was good . The dress shirt is $8.97, the flannel is $5.97. I didn't pull these numbers out of the air, check your clearance flyers from Dec. You must have a record of what you mailed. 6. At this point I'm disgusted. Either the company honor their sale flyer or, I will return the 2 shirts I wanted. WITH NO RETURN FEE . My belief is the people that handle the orders need more training, they make to many mistakes.
Subsequent to receipt of the complaint, Debra, a Verizon billing consultant spoke to [redacted] and recapped $36.07 in credits issued for internet out-of-service, late fee and a message unit. The customer advised all is resolved now and has our can-be-reach numbers.
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:
When I signed up for services it was originally in Annapolis MD and the reason they could not transfer the same services to Colonial Heights VA was because the same fios services were not provided there. Verizon did not once explain to me or my mom who set up the account regarding the 2 year agreement and fails to provide record of where I or my mother agreed to the 2 year contract. There was no bill mailed to the business. The only reason autopsy got setup was because I was still getting charged for the old account and had to call Verizon to stop charging me for the old account and start charging the new account. I will be filing in the small claims court this coming Monday as Verizon refuses to understand the situation and is not willing to work to resolve it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not received a response from Verizon. Instead, I received two new bills: one for the original closed account [redacted] (dated 7/23/17) for $638.79; and another one for the new account #[redacted] (dated 7/**/17) for $163.95. The original account, as promised in March, must have been closed with no penalty because of the opening of the new contract as agreed upon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I will have to wait to see the statement, since this request was made several times and each time the statement came in the mail it was incorrect
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of this complaint we spoke with [redacted] and apologized to him for the poor experience he had. I also assured him that we will be addressing his experience through our internal channels...We also added back on for the next 6th months a 50% discount on his subscription to...
HBO. [redacted] was satisfied with the discount and my assurance that we will be addressing his service experience
CONFIDENTIAL COMMUNICATION June 1, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
CONFIDENTIAL COMMUNICATION December 29, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account ending in [redacted]. We have included a statement of account activity and a copy of the Terms & Conditions. Ms. [redacted] states that her Fingerhut account was paid in full prior to account being sold to another lender and the account is being reported incorrectly to the credit bureaus. Ms. [redacted]’s desired resolution is to have the account report correctly to all three credit bureaus. On August 24, 2012, an application was processed online using Ms. [redacted]’s personally identifiable information. On April 19, 2013, an order was placed online for a Barberry Queen 9pc Comforter Set. The merchandise was shipped via FedEx to the same address as on the application. The most recent purchase, totaling $83.98, was placed on May 31, 2013. We have received multiple payments on this account from a checking account ending in [redacted] shown in the name of [redacted]. The last payment, totaling $20.00, was received on November 7, 2014. The unpaid balance of $370.24 charged off on February 8, 2015. Please note once an account charges off, it is subject to be sold. The account no longer qualifies for payment plans or settlements; the entire balance is due. Our records reflect that four payments made online February 10, 13, 17, 25, 2015, totaling $115.24, were insufficient to pay the account in full. The account was sold to [redacted]l on February 27, 2015. Fingerhut no longer collects or owns the account. Since the account was sold to [redacted]l, the payments made on March 4, 8, 13, 18, 25, and 27; and April 1, 2015 were received after the account was sold and have been forwarded to the account owner, [redacted]l. According to an account review completed on December 22, 2016, Equifax, Experian and Trans Union are accurately reporting the account as “Transfer/Sold” and/or “Purchased by Another Lender” with a balance of zero. We cannot revise any information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our Terms and Conditions that was included in your Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] has questions about what [redacted]l may be reporting, she may contact them directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
...⇄ #[redacted] Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she feels harassed by the phone calls she is getting regarding her bill, which is past due. She has informed us that she has a family emergency, but that representatives have not shown empathy for her situation. She purchased a tablet she states is defective and she wishes to send the tablet back to Fingerhut. She would like a refund and to be reimbursed for the return shipping and handling, bringing her account to a zero balance. We at Fingerhut strive for exceptional customer service in all interactions with our customers, and we would like to apologize that Ms. [redacted] feels this was not given to her. Our records support an order was placed on February 9, 2015 for a Zeki 7" 8GB Android Tablet with Google Play. On April 4, 2015, Ms. [redacted] was advised of her warranty coverage as it was beyond our return policy timeframe. At this time, Ms. [redacted] will have to work with the manufacturer regarding the warranty. Ms. [redacted] may call Zeki DNC (Digital Products International) at ###-###-####. Our return policy states: “We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Sorry, but returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer's warranty. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, hol[redacted]y decorations, heaters and generators have to be returned within the 30-day home trial period.” Ms. [redacted] is encouraged to call our Payment Department at ###-###-#### to request a payment plan which can help bring down her monthly payments during this stressful time, and eventually bring her account back into a current status. As a courtesy, we have suppressed collection calls on Ms. [redacted]’s account until July 5, 2016. Sincerely, Vi [redacted] Executive Care Team VF/jm
Please be advised Verizon IT was able to assist to honor the rate [redacted] was provided when he placed his order online. Manual credits will be applied for the months that have billed to date and a follow up is in place to confirm the rate is correct on the next statement. ...
We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations
The customer issue is not yet resolved. We continue to work with the customer towards a satisfactory resolution. We will continue to keep the customer updated.
We were able to confirm that the information provided to you by the outside sales agent in regards to the early termination charges was incorrect. A credit has been issued to the account for the amount of $1,187.31. This credit includes the termination fee of $1,133.31 and the cost...
of the modem/router $54.00. The credit will post to the account within the next 3-5 days leaving you with a balance due of $295.60.
...⇄ # [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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she indicates that when she contacted us regarding her disability and loss of work, we requested she provide more information and upon supplying us with the additional information we advised her that she did not start her SafeLine coverage until after she was injured. Ms. [redacted] is requesting her account to be cleared, collection efforts to stop, an apology and for her credit report to be updated. Our records indicate Ms. [redacted] enrolled in SafeLine Plus Account Protection at the time the credit application was completed on our website on December 5, 2011. Ms. [redacted] would have received terms and conditions for her SafeLine Plus Account Protection plan, sent out the following day separately from her credit account terms and conditions. The monthly fee for the SafeLine Plus plan is $1.19 per $100 of the total balance of the WebBank/Fingerhut Credit Account at the end of each monthly billing cycle. SafeLine Plus is a program designed to assist the customer in making their payments should the customer experience a covered event such as unemployment, disability, a major life event, or a change in primary residence impacting the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer’s credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) providing all conditions are met. In November of 2013, Ms. [redacted] would also have received updated terms and conditions for the program when additional benefit events were added to the program. According to our records Ms. [redacted] contacted our SafeLine Services team via our website on February 4, 2015 to initiate a disability benefit which she indicated began on September 8, 2014. On February 5, 2015 the disability benefit form was mailed to Ms. [redacted] at the address we have on file for her of [redacted] New Bern, NC. 28562. On March 18, 2015 another disability benefit form was mailed to the same address. We have no record of receiving the completed benefit form from Ms. [redacted] and as a result, on May 6, 2015 the disability benefit initiation was closed and a letter was mailed advising Ms. [redacted] of the benefit initiation closure. On May 16, 2015 Ms. [redacted] initiated the care for sick family member benefit. On May 18, 2015 the benefit form was mailed to the address we have on file for Ms. [redacted]. After receiving no response from Ms. [redacted], another benefit form was sent on June 29, 2015. On August 17, 2015 the benefit initiation was closed since we did not receive the completed benefit form from Ms. [redacted]. On September 11, 2015 one of the benefit forms we sent to Ms. [redacted] was returned to us and marked as undeliverable by the post office. On September 17, 2015 SafeLine Services attempted to reach Ms. [redacted] by phone to verify the mailing address. A voicemail message was left at the phone number we have on file for Ms. [redacted] requesting her to contact us back to verify the mailing address. We have no record of Ms. [redacted] contacting us to verify the mailing address. Additionally, on October 8, 2015, Ms. [redacted] attempted to initiate a disability benefit online. Ms. [redacted] entered the date of disability as July 23, 2014. Per the SafeLine Plus terms and conditions, it is the customer’s responsibility to contact SafeLine Services within one year of the date the disability initially occurred. The Disability benefit was denied since the date Ms. [redacted] filed the benefit occurred beyond the one year requirement. Please understand we attempted to contact Ms. [redacted] several times regarding her benefits without any response. Ms. [redacted]’s SafeLine Plus Account Protection has been in a suspended status since October 23, 2015. Due to severe delinquency, Ms. [redacted]’s WebBank/Fingerhut Advantage Credit Account was charged off on April 21, 2016 and then sold to Jefferson Capital on June 1, 2016. Jefferson Capital will mail a notice within 7 days of the account purchase. For any further assistance Ms. [redacted] should need regarding this debt, she should contact Jefferson Capital at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
If Verizon will let me cancel with 5 days notice to allow me to arrange other service I am more than happy to accept the offer of the disconnect waiver of the 120$ fee. The specialist only offered me immediate cancellation while on the phone with her, She vindictively would not allow me time to install a replacement service. This can be easily solved if Verizon will be reasonable and not arbitrarily try to treat a long time customer very poorly.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 about porting issues. Please be advised that our Sales and Service Team was able to speak with [redacted] on January **, 2018....
We were able to review the notes on the account that indicated on January **, 2018 a Sales and Service Team member spoke with [redacted]. He indicated that we ported his phone number to Verizon without his permission and he tried to cancel order before Field Specialist came to install services. As a result, his phone number was disconnected. He called in, a Team member placed a new order to get the phone number back with a due date to port out January **, 2018. The phone number will be ported back to his previous provider. There was a scheduled follow up for February **, 2018 to adjust bill and confirm port out was successful. We were able to speak with [redacted] on January **, 2018. We were able to go over the policy on porting phone numbers and advise him that his the porting process was a success. He understands that he will not owe Verizon nor is he to pay any bill to Verizon Wireline and we will contact him February **, 2018 to confirm the final bill is zero (0). We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I did get a check finally December [redacted] and deposited it.
Sincerely,
[redacted]
Subsequent to the complaint, a billing representative made contact with the customer who informed the payment investigation team conducted an investigation and found the $19.95 was not a payment; it was a purchase for Verizon's products and services. The customer also received a...
credit for $19.95 on February **, 2017. The customer questioned the contact and the representative informed he was making contact to address the Revdex.com complaint. The customer had no further concerns.
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]
Upon receipt of this follow up we called and left a message for [redacted] advising him that we are manually issuing credits to his bill due to the system glitch not yet being corrected. Until the issue is fixed on our end we will follow up each month to manually issue the credit each month.
The customer was billed for services neverprovided. The customer had been assured the charges for the service would beadjusted in full only to find bill turned over to outside collection agencyaffecting his credit. Our investigation confirmed the customer wasbilled in error and the promised credit...
had not processed until 6/**/15. Thebill dated 6/**/15 reflects the credit adjustment of $97.97 in addition to thepayment of $97.97 received from the customer. A refund for the $97.97 will begenerated within 30 days. Upon receipt of this referral, a request wassubmitted that the account be removed from customer’s credit reporting history.Please allow up to 30 days for credit reporting agencies to reflect updated information. We apologize for the problem and appreciate thecustomer bringing this to our attention.
I am rejecting this response because: this is the same I heard from customer service. It was unacceptable then and its unacceptable now. When I first spoke to Haband in Feb 2018, the order from Dec 2017 had NOT been entered in my account. They...
couldn't find it and either did I. Once I spoke to someone the order surprisingly appeared. My first call was about returning the double shipment they sent. 1. I ordered 2 flannel shirts from a sale flyer you mailed to me. The answer is wrong the has been received . I ordered . A. RED & BLACK FLANNEL AND B. WHITE & BLACK FLANNEL. The records that have been entered ARE WRONG, INCLUDING THE PRICES. 2. I've been ordering things from both Haband and Blair for over 30 yrs. I know how the prices run and how the sales are sent. I don't have my order because it came in the mail separate from your catalog. I couldn't order it on line because of the SALE PRICE ON THE FLYER . So I filled out the little order form and mailed it in. 3. A month later I received a card asking me what colors did I order. I sent it back, RED/BLK, WHT/BLK. I guess they lost it because I received 2 more. When I did hear anything I called and I was told the hasn't processed yet. They didn't see it in the computer. I told him, once again what colors I wanted. 3. There is no wht flannel shirt as you say I ordered. That must be entered wrong too. I was told the only wht flannel is why/blk. So again the answer we received from the company is wrong, again. 4. Then I received the dress shirt and the wht/blk flannel shirt. A few days later I received another shippment, I assumed the red/blk. Nope, it was the same shirt. I called, they said to return it and they would ship out the right one, I cancelled that shirt. I was told also, I'd be credited for the return fee of $9.99, hence the first credit on my account. When I cancelled the red one, I was told it would be credited since I cancelled. She said $9.99 . I told her that wasn't the price and the credit would be to high. That's when I found out they PUT THE WRONG PRICE IN THE COMPUTER. 5. This order was screwed up from day one. The only reason I ordered was the price was good . The dress shirt is $8.97, the flannel is $5.97. I didn't pull these numbers out of the air, check your clearance flyers from Dec. You must have a record of what you mailed. 6. At this point I'm disgusted. Either the company honor their sale flyer or, I will return the 2 shirts I wanted. WITH NO RETURN FEE . My belief is the people that handle the orders need more training, they make to many mistakes.
Subsequent to receipt of the complaint, Debra, a Verizon billing consultant spoke to [redacted] and recapped $36.07 in credits issued for internet out-of-service, late fee and a message unit. The customer advised all is resolved now and has our can-be-reach numbers.
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:
When I signed up for services it was originally in Annapolis MD and the reason they could not transfer the same services to Colonial Heights VA was because the same fios services were not provided there. Verizon did not once explain to me or my mom who set up the account regarding the 2 year agreement and fails to provide record of where I or my mother agreed to the 2 year contract. There was no bill mailed to the business. The only reason autopsy got setup was because I was still getting charged for the old account and had to call Verizon to stop charging me for the old account and start charging the new account. I will be filing in the small claims court this coming Monday as Verizon refuses to understand the situation and is not willing to work to resolve it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not received a response from Verizon. Instead, I received two new bills: one for the original closed account [redacted] (dated 7/23/17) for $638.79; and another one for the new account #[redacted] (dated 7/**/17) for $163.95. The original account, as promised in March, must have been closed with no penalty because of the opening of the new contract as agreed upon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I will have to wait to see the statement, since this request was made several times and each time the statement came in the mail it was incorrect
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of this complaint we spoke with [redacted] and apologized to him for the poor experience he had. I also assured him that we will be addressing his experience through our internal channels...We also added back on for the next 6th months a 50% discount on his subscription to...
HBO. [redacted] was satisfied with the discount and my assurance that we will be addressing his service experience
CONFIDENTIAL COMMUNICATION June 1, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
CONFIDENTIAL COMMUNICATION December 29, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account ending in [redacted]. We have included a statement of account activity and a copy of the Terms & Conditions. Ms. [redacted] states that her Fingerhut account was paid in full prior to account being sold to another lender and the account is being reported incorrectly to the credit bureaus. Ms. [redacted]’s desired resolution is to have the account report correctly to all three credit bureaus. On August 24, 2012, an application was processed online using Ms. [redacted]’s personally identifiable information. On April 19, 2013, an order was placed online for a Barberry Queen 9pc Comforter Set. The merchandise was shipped via FedEx to the same address as on the application. The most recent purchase, totaling $83.98, was placed on May 31, 2013. We have received multiple payments on this account from a checking account ending in [redacted] shown in the name of [redacted]. The last payment, totaling $20.00, was received on November 7, 2014. The unpaid balance of $370.24 charged off on February 8, 2015. Please note once an account charges off, it is subject to be sold. The account no longer qualifies for payment plans or settlements; the entire balance is due. Our records reflect that four payments made online February 10, 13, 17, 25, 2015, totaling $115.24, were insufficient to pay the account in full. The account was sold to [redacted]l on February 27, 2015. Fingerhut no longer collects or owns the account. Since the account was sold to [redacted]l, the payments made on March 4, 8, 13, 18, 25, and 27; and April 1, 2015 were received after the account was sold and have been forwarded to the account owner, [redacted]l. According to an account review completed on December 22, 2016, Equifax, Experian and Trans Union are accurately reporting the account as “Transfer/Sold” and/or “Purchased by Another Lender” with a balance of zero. We cannot revise any information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our Terms and Conditions that was included in your Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] has questions about what [redacted]l may be reporting, she may contact them directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
CONFIDENTIAL COMMUNICATION June 20, 2016 ...
...⇄ #[redacted] Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she feels harassed by the phone calls she is getting regarding her bill, which is past due. She has informed us that she has a family emergency, but that representatives have not shown empathy for her situation. She purchased a tablet she states is defective and she wishes to send the tablet back to Fingerhut. She would like a refund and to be reimbursed for the return shipping and handling, bringing her account to a zero balance. We at Fingerhut strive for exceptional customer service in all interactions with our customers, and we would like to apologize that Ms. [redacted] feels this was not given to her. Our records support an order was placed on February 9, 2015 for a Zeki 7" 8GB Android Tablet with Google Play. On April 4, 2015, Ms. [redacted] was advised of her warranty coverage as it was beyond our return policy timeframe. At this time, Ms. [redacted] will have to work with the manufacturer regarding the warranty. Ms. [redacted] may call Zeki DNC (Digital Products International) at ###-###-####. Our return policy states: “We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Sorry, but returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer's warranty. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, hol[redacted]y decorations, heaters and generators have to be returned within the 30-day home trial period.” Ms. [redacted] is encouraged to call our Payment Department at ###-###-#### to request a payment plan which can help bring down her monthly payments during this stressful time, and eventually bring her account back into a current status. As a courtesy, we have suppressed collection calls on Ms. [redacted]’s account until July 5, 2016. Sincerely, Vi [redacted] Executive Care Team VF/jm
Please be advised Verizon IT was able to assist to honor the rate [redacted] was provided when he placed his order online. Manual credits will be applied for the months that have billed to date and a follow up is in place to confirm the rate is correct on the next statement. ...
We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations
The customer issue is not yet resolved. We continue to work with the customer towards a satisfactory resolution. We will continue to keep the customer updated.
We were able to confirm that the information provided to you by the outside sales agent in regards to the early termination charges was incorrect. A credit has been issued to the account for the amount of $1,187.31. This credit includes the termination fee of $1,133.31 and the cost...
of the modem/router $54.00. The credit will post to the account within the next 3-5 days leaving you with a balance due of $295.60.
CONFIDENTIAL COMMUNICATION September 27, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she indicates that when she contacted us regarding her disability and loss of work, we requested she provide more information and upon supplying us with the additional information we advised her that she did not start her SafeLine coverage until after she was injured. Ms. [redacted] is requesting her account to be cleared, collection efforts to stop, an apology and for her credit report to be updated. Our records indicate Ms. [redacted] enrolled in SafeLine Plus Account Protection at the time the credit application was completed on our website on December 5, 2011. Ms. [redacted] would have received terms and conditions for her SafeLine Plus Account Protection plan, sent out the following day separately from her credit account terms and conditions. The monthly fee for the SafeLine Plus plan is $1.19 per $100 of the total balance of the WebBank/Fingerhut Credit Account at the end of each monthly billing cycle. SafeLine Plus is a program designed to assist the customer in making their payments should the customer experience a covered event such as unemployment, disability, a major life event, or a change in primary residence impacting the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer’s credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) providing all conditions are met. In November of 2013, Ms. [redacted] would also have received updated terms and conditions for the program when additional benefit events were added to the program. According to our records Ms. [redacted] contacted our SafeLine Services team via our website on February 4, 2015 to initiate a disability benefit which she indicated began on September 8, 2014. On February 5, 2015 the disability benefit form was mailed to Ms. [redacted] at the address we have on file for her of [redacted] New Bern, NC. 28562. On March 18, 2015 another disability benefit form was mailed to the same address. We have no record of receiving the completed benefit form from Ms. [redacted] and as a result, on May 6, 2015 the disability benefit initiation was closed and a letter was mailed advising Ms. [redacted] of the benefit initiation closure. On May 16, 2015 Ms. [redacted] initiated the care for sick family member benefit. On May 18, 2015 the benefit form was mailed to the address we have on file for Ms. [redacted]. After receiving no response from Ms. [redacted], another benefit form was sent on June 29, 2015. On August 17, 2015 the benefit initiation was closed since we did not receive the completed benefit form from Ms. [redacted]. On September 11, 2015 one of the benefit forms we sent to Ms. [redacted] was returned to us and marked as undeliverable by the post office. On September 17, 2015 SafeLine Services attempted to reach Ms. [redacted] by phone to verify the mailing address. A voicemail message was left at the phone number we have on file for Ms. [redacted] requesting her to contact us back to verify the mailing address. We have no record of Ms. [redacted] contacting us to verify the mailing address. Additionally, on October 8, 2015, Ms. [redacted] attempted to initiate a disability benefit online. Ms. [redacted] entered the date of disability as July 23, 2014. Per the SafeLine Plus terms and conditions, it is the customer’s responsibility to contact SafeLine Services within one year of the date the disability initially occurred. The Disability benefit was denied since the date Ms. [redacted] filed the benefit occurred beyond the one year requirement. Please understand we attempted to contact Ms. [redacted] several times regarding her benefits without any response. Ms. [redacted]’s SafeLine Plus Account Protection has been in a suspended status since October 23, 2015. Due to severe delinquency, Ms. [redacted]’s WebBank/Fingerhut Advantage Credit Account was charged off on April 21, 2016 and then sold to Jefferson Capital on June 1, 2016. Jefferson Capital will mail a notice within 7 days of the account purchase. For any further assistance Ms. [redacted] should need regarding this debt, she should contact Jefferson Capital at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
If Verizon will let me cancel with 5 days notice to allow me to arrange other service I am more than happy to accept the offer of the disconnect waiver of the 120$ fee. The specialist only offered me immediate cancellation while on the phone with her, She vindictively would not allow me time to install a replacement service. This can be easily solved if Verizon will be reasonable and not arbitrarily try to treat a long time customer very poorly.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 about porting issues. Please be advised that our Sales and Service Team was able to speak with [redacted] on January **, 2018....
We were able to review the notes on the account that indicated on January **, 2018 a Sales and Service Team member spoke with [redacted]. He indicated that we ported his phone number to Verizon without his permission and he tried to cancel order before Field Specialist came to install services. As a result, his phone number was disconnected. He called in, a Team member placed a new order to get the phone number back with a due date to port out January **, 2018. The phone number will be ported back to his previous provider. There was a scheduled follow up for February **, 2018 to adjust bill and confirm port out was successful. We were able to speak with [redacted] on January **, 2018. We were able to go over the policy on porting phone numbers and advise him that his the porting process was a success. He understands that he will not owe Verizon nor is he to pay any bill to Verizon Wireline and we will contact him February **, 2018 to confirm the final bill is zero (0). We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I did get a check finally December [redacted] and deposited it.
Sincerely,
[redacted]