[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon’s records indicate that [redacted] disconnected account number [redacted] on 6/*/15. She received a final bill...
with a credit balance of $68.66 which was refunded on 9/**/15. A review of [redacted] s account does not reflect an additional payment of $68.66 applied to the account number [redacted] referenced above on 11/*/15. [redacted] states she will submit the dispute through her banking institution to have the draft reversed. Verizon will follow up with [redacted] on the outcome. We regret any inconvenience this may have caused. We trust this information will assist you in closing this case. Lupe Verizon SW Executive Relations Tell us why here...
CONFIDENTIAL COMMUNICATION March 14, 2017 Better Business...
Bureau 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states that Fingerhut is refusing to close his account. Mr. [redacted] also states that he completed a claim with SafeLine Insurance Program due to his hours being cut down to only 4 days a month but was denied after filing appropriate papers to SafeLine. Mr. [redacted]’s desired resolution is to close his account, remove the credit line increase on his account and return the merchandise that was purchased. Upon review of Mr. [redacted]’s account we find that on February 27, 2017 we received written documentation requesting that his account closed which was processed on the same day. His account was marked ‘Closed – Customer Request’. As Mr. [redacted]’s account is closed, no new purchases will be allowed, but he is responsible to pay the balance on the account of $1,093.49. The next scheduled payment of $219.96 is due on April 7, 2017. We encourage payments be made on time so additional late fees will not accrue. Mr. [redacted] will not be able to return the merchandise he purchased for credit as the 90 day time frame has passed, according to our return policy. Our return policy can be found on our website located at the bottom, located under “Customer Service” and in our catalogs in the Blue Pages. 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. 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. This fee appears on each statement when there is a balance on the account being covered by the plan; it is located in the fees section of the statement. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time. In Mr. [redacted]’s inquiry he stated that he wanted the credit line increased removed, at this time we have no record of Mr. [redacted] requesting his credit limit be decreased. According to the “Terms and Conditions of a revolving account, we have the right to review for credit line increases. As stated above Mr. [redacted]’s account is now closed, he will not be receiving any further credit line increases. Our records indicate Mr. [redacted] opened his account on our website on September 29, 2016. Mr. [redacted] enrolled in SafeLine Account Protection Plan while placing a website order on November 5, 2016. Mr. [redacted] would have received the terms and conditions for his SafeLine Account Protection Plan, sent out the following day. After reviewing Mr. [redacted]’s account we show he notified us of his reduction in work hours on January 9, 2017, advising the change occurred on December 6, 2016. As the reduction was less than 20%, the claim was denied per the terms of SafeLine Plus, and he was informed on February 13, 2017. Please note that SafeLine services reviewed the documentation submitted by Mr. [redacted] and determined that it did not show a reduction in hours that meets the requirements for an approved benefit. The customer submitted a paycheck stub that does show payment, but it did not include the hours worked, nor does it show a reduction in the hours worked. Mr. [redacted]’s application indicates the hours he was working varied in nature to begin with, meaning he did not indicate he worked regularly scheduled hours. The paystubs also did not support one of the main requirements, which is that he was working in the job for 3 months preceding and that the reduction was over 30 days. Since the hours vary by nature, no hour reduction would not exist. If Mr. [redacted] has any questions about the benefit request, he may call SafeLine Services at ###-###-#### Monday – Friday, 8:00 am – 5:00 pm, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she received notification that her available credit was increased and when she tried to use it, Ms. [redacted] received an error code. Ms. [redacted] also inquired as to why she was not able to place orders using her debit card. On October 25, 2016, Ms. [redacted] attempted to place an order on our website. At the time of the order being placed, her credit limit had been decreased from $800.00 to $300.00. A letter was sent the same day explaining the reason for the credit line decrease to the address we have on file for her. As stated in the terms and conditions of the account that Ms. [redacted] agreed to when she opened it, “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Ms. [redacted] contacted us on October 25, 2016 asking the reason for the credit line decrease. The agents correctly advised Ms. [redacted] that a letter had been sent to her and to allow more time to receive the letter explaining the reason for the decrease to her credit limit. Regarding, Ms. [redacted]’s inquiry of receiving and error message when using her debit card. Ms. [redacted]’s first order was placed with a debit card and successfully shipped. When Ms. [redacted] attempted to place another order on the same day, with the same billing and shipping addresses, the debit card was declined because of a fraud prevention rule within the processing system. These rules are in place to protect consumers, and we apologize for the inconvenience this caused Ms. [redacted]. The third attempt in placing an order on the same day, the debit card declined the sale. We are unsure of the reason for the third attempt declined, and suggest Ms. [redacted] check with her financial institution for additional information. If Ms. [redacted] has any further question she may contact our Customer Service Department, Monday-Friday between the hours of 8:00 am and 8:00 pm, Central Time at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
Per Verizon records, Line was repaired on 6/*/17, customer advised service is now working but now he has an issue on the 2nd floor, asked if he wanted a tech but customer advised he has to call back when ready.
Initial Business Response /* (1000, 5, 2016/02/05) */
CONFIDENTIAL COMMUNICATION
February 5, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states that she has been paying $50.00 a month on her WebBank/Fingerhut bill and Fingerhut is now requesting a minimum payment of $70.00 a month that she cannot afford. Ms. [redacted] states that she spent three hours on the phone trying to resolve this issue, but no one would help her. Ms. [redacted] is requesting to have all late fees credited, to have a due date of the 28th each month and to make $50.00 a month payments without incurring additional late fees.
The WebBank/Fingerhut credit account ending in 1794 was opened on October 16, 2012 when an order was processed online for three twin sheet sets, three 17x17 pillows and a twin comforter set.
According to our records, Ms. [redacted] began to miss monthly payments and make payments for less than the minimum due in May 2014.
Please understand that when a payment is not received, or is received for less than the minimum due, late fees and interest charges accrue in accordance with the terms and conditions Ms. [redacted] agreed to upon opening this account
Between June 16, 2014 and September 11, 2014, $703.39 in merchandise was ordered, which caused the minimum due to increase from $59.99 due by May 6, 2014 to $75.60 due by October 6, 2014.
On February 18, 2015, Ms. [redacted]'s account met the qualifications for a reduced payment program, so Ms. [redacted] was agreed to a nine month reduced payment plan for $50.00 a month. During the program, the account was not charged late fees and received a reduced interest rate of 14.9%.
On January 5, 2016, Ms. [redacted] account reverted back to the original contractual terms, and is now closed to future purchases.
The current balance on Ms. [redacted]'s account is $1,255.76 with a minimum payment of $70.53 due by February 13, 2016.
Upon a thorough review of Mrs. [redacted]'s account, it was discovered that on July 23, 2015, Ms. [redacted] contacted Fingerhut to provide a new debit card and set up recurring payments.
Unfortunately, the previous scheduled payments were not deleted and Ms. [redacted] incurred three return payment fees for $26.00 each. A credit for $78.00 was issued to Ms. [redacted]'s account on February 4, 2016.
The $27.00 late fee incurred on January 13, 2016 was also credited to Ms. [redacted]'s account as a courtesy on January 29, 2016.
According to a call recording on January 28, 2016, Ms. [redacted] was advised that the available due dates were between the 1st and 27th each month. Since Ms. [redacted] is requesting a due date of the 28th, we are unable to honor her request.
If Ms. [redacted] still wishes to change her due date from the 13th, she may contact Customer Service at 1-800-208-2500. Please note that the due date can only be changed when the account is current.
Based on the available call recordings, all representatives and supervisors were respectful and professional in their conversations with Ms. [redacted].
Fingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of your expectations.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
Please be advised Verizon records show the request was made prior to the complaint but further research shows it was not deleted from the credit bureaus. A request was made June **, 2015 and can take up to 30 days to be removed from all bureaus. A letter was sent to [redacted]...
to show the request was made to remove the account. [redacted]’s second request to cancel her current services without being billed an early termination fee was denied. We corrected the wrong on the old account, but that cannot negate the new service contract she entered for services. We sincerely apologize for the frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, [redacted] Verizon Executive Relations
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:
My grandmother's telephone is still not working properly. Although the device it is currently plugged into has alleviated some of the issues in that my grandmother is currently able to make outgoing phone calls, she is still unable to receive incoming calls. When you call the number, you can hear the phone ringing, however in my grandmother's apartment the phone does not ring and she will not know that anyone is calling. Additionally, I received a voicemail from Verizon stating that if we do not return the device, my grandmother could be charged $150.00 for it. When you unplug the telephone from the device and plug it into the wall jack, there is no dial tone. My grandmother is an elderly individual who does not speak any English. She needs a working telephone for emergencies and for regular day use. On her birthday earlier in January, my grandmother turned 93 years old but was unable to receive any telephone calls from her family (her children, grandchildren, and great grandchildren) wishing her a happy birthday. My grandmother needs working telephone service immediately. She has been very patient and has waited since August 2016 for Verizon to fix the problem.
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 am unable to log into the Verizon website to bring my balance current - my account is frozen. Additionally, NONE of the credits have been applied at this time, and I received an email on 5/1 (last night) from an automated Verizon account telling me that my balance is STILL unresolved/unadjusted and stands at $714.90. My service was also suspended last night - I do not have ANY service at this time. I should only have the 50/50 internet package - that is all I ever wanted, and all I was ever supposed to have. Please help - this is getting ridiculous.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I am rejecting this response because:
Vi,There has also been a fingerhut credit card that was issued on the same account via a 'WEB BANK' for a credit line of 600.00 . The approval notice is dated as of 06/20/2016. The account with FINGER HUT and also its affiliate accounts should be closed and flagged as fraud. The fraud affidavit has been returned as well.
...⇄ # [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. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the items she returned to us and her dissatisfaction regarding her liability for the original shipping and handling fees. Our records indicate an order was placed by mail on October 27, 2015 for the Alcove Tab-Top 80”W x 84” L Panel Pair in Spice totaling $79.98 with shipping and handling. The order was shipped to the address we have on file for Ms. [redacted] and was delivered on November 3, 2015. On November 12, 2015 we received the return of the panel pair and credit was issued in the amount of $52.04. The reason Ms. [redacted] indicated for the return was that the color was not as expected. On November 13, 2015 an order was placed for the Alcove 80”W x 84”L Insulated Foamback Tab-Top Panel Pair in Camel totaling $79.98 including shipping and handling as an exchange for the original order per Ms. [redacted]’s request. The order was shipped to the address we have on file and was delivered on November 23, 2015. We received the return of the panel pair in camel on December 10, 2015 and credit was issued in the amount of $52.04. Ms. [redacted] indicated the reason for return was that the color was not as expected. Our return policy is listed in our catalogs and on our website 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. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. The original shipping and handling charge of $19.99 and return shipping fee of $7.95 for each panel pair was not credited due to a “non qualifying” return reason. On December 14, 2015, Ms. [redacted] contacted our Customer Service D epartment regarding the balance on her account. The balance at that time was $55.88 for the original shipping and handling fees and the return shipping fees for both orders. On January 29, 2016 Ms. [redacted] spoke with an agent from our Billing/Recovery Department and advised her the balance remaining on her account was due to the original shipping and handling fees and return shipping fees. Ms. [redacted]’s monthly statements have been sent to the address we have on file for her, however to this date we have not received any payments. When Ms. [redacted] opened her Fingerhut Account she agreed to the terms and conditions of the credit account. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On May 15, 2016 Ms. [redacted]’s billing statement reflects the current balance on her account is $113.83. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. Furthermore, because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. The Fair Credit Reporting Act requires us to report accurate information to these agencies. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Verizon continues to address this complaint. We apologizefor the delay caused by extensive research and the need to communicate with thecomplainant. An internal case remains open with Verizon until such time as thematter is fully addressed and resolved.
The customer was issued credit on 7/**/16 for her ongoing repair issues. However the credit was not approved and not applied to the account. On 8/*/16, in response to the complaint filed the company credited the customer $160.86 for the missing credit. The credit was reflected on the 8/*/16...
bill. There have been no additional repair reports. The company apologizes for the customer’s experience.
Verizon did not summarize the situation properly. The tech from Verizon made two mistakes. One in saying that the buffer speed needed to be reset by the optimizer. The buffer speed was correct and even after I downloaded the optimizer and ran it, the buffer speed was unchanged. Also, the Verizon tech told me to do something that made me block further downloads from the optimizer, I forget exactly what. I believe that the problems I was having was due to Verizon not delivering the speed that I was paying for and that Verizon made sure that this was corrected after I called, but they tried to blame the situation on a problem with my machine. The tech people did make simple mistakes , one of which I did not know about and the other that I might have known to avoid if I had been sharper, but people are generally not at their best when there is a computer problem One does not expect the service company to makes things worse, but good old Verizon always does the job of making a problem that should be able to be corrected in a minute or two, waste hours. THE TECHS MADE ROOKIE MISTAKES and wasted my time and I believe that the real problem was that Verizon was slowing down the internet. This is why I seek credit and an apology
This issue was thoroughly reviewed, investigated and discussed. The customer was given the option of a $300.00 [redacted] Gift Card or an [redacted] Gift Card. According to our records, the customer chose the [redacted] Gift Card. The [redacted] Gift Card was sent to the address on file for the customer which was activated on February **, 2014. In addition, the customer called to inquire of the balance on the Gift Card on April **, April ** and May *, 2015. No further action is required. This is our final position.
A customer service representative contacted the customer and advised the customer that he did not qualify for the promotion that he saw online since the promotion was for new customers only. The representative informed the customer that when you go online, the details of the...
offer state that the offer is for new customers who are signing a contract and have never had the services before. The representative also advised that the flier is just an advertisement flier it is not address or account specific but sent out at random. The representative reviewed with the customer available options available to him when renewing his contract. Tthe customer did not want any of those options but preferred the pricing that was for new customers only. The representative reminded the customer that he doesn't qualify for that offer and we would not be able to provide him with that.
Please be advised Verizon has fixed the glitch in the system that was not allowing [redacted] to access his account online. I spoke to [redacted] and he advised he can now access his account online.
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:
Billing is still incorrect & inconsistent from verizon so I am concerned that I will encounter the same problem moving forward. The attached says I paid in full but with a $5 late charge??? this indicates that I still have a balace of - 42. 23 which looks like a credit but says to pay in full. Also, I lost service for 2 weeks due to problems with their switcing station - not see a credit for this though it was promised verbally on the phone during my discussion with verizon. I had taken time to try to make sense of the past billing and fully intended to handle this today or within the time frame of 30 days. The verizon representative was not very polite and was uniformed re my billing history, unaware that I was to receive $5 discount for using triple play with Directv billing. She said the overcharges were due to late charges but it wasn't. They had billed me as much as $123.00 I am still confused re the $160.00 creditThank you for your help but I don't know what to do to avoid further issues.
CONFIDENTIAL COMMUNICATION July 12, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Account purchase from August 14, 2015 for a Frigidaire 30-Inch Freestanding Electric Range. Ms. [redacted] states she notified us immediately upon learning that the range was delivered damaged at her daughter’s residence, for whom she purchased it. The first representative advised they would begin the return process with additional follow up to Ms. [redacted] at a later time, however, after a week of no further communication in this regard, Ms. [redacted] contacted us again. A different representative advised her to contact Frigidaire to initiate the return but, in doing so, Frigidaire referred her back to us. Ms. [redacted] states we gave her further assurances we would handle this, but her daughter still has the range in her possession, and this issue has remained unresolved for ten months. Ms. [redacted] requests that the range be picked up and the purchase price be credited back to her account in full, including any late fees assessed when she initially withheld payment awaiting our assistance to return it. Please note that to return the range, there were additional steps involved beyond our regular handling, as it was shipped directly by the vendor. Ms. [redacted]’s daughter as the recipient should have received a packing slip insert at the time of delivery with the special return instructions. In addition, a disclosure appeared on our website’s product overview page for this item which stated, “In order to ensure the best service for your new appliance, all service issues must be arranged with the vendor. Please see packing slip for further information.” Our records confirm that Ms. [redacted] first notified us via phone on September 15, 2015 that the range arrived damaged. The representative advised that, while it could not be handled according to our standard return processes, they would refer the matter to our Vendor Support Department. This was completed on September 17, 2015 when they sent a response to Ms. [redacted]’s email on file, [email protected], advising to contact the manufacturer, Frigidaire, for assistance. Regrettably, this was inaccurate information due to representative error, as Ms. [redacted] should have been directed to the vendor-supplier, Almo Corporation. When Ms. [redacted] called on October 5, 2015 and the issue was again referred to vendor support, it was correctly handled the next day with our request to Almo to initiate a return on Ms. [redacted]’s behalf. On October 7, 2015, Almo responded by requesting pictures of the damage. On the same date, we sent another email to the same email above but, regrettably, it omitted that the vendor needed pictures and only advised the customer to “refer to their packing slip included with the appliance.” However, in a subsequent email sent to Ms. [redacted] on November 2, 2015, we advised her to provide pictures of the damage and she could return these to us. Our records show that we received the pictures on January 21, 2016 and forwarded them to Almo on the same date. However, upon receiving Ms. [redacted]’s inquiry we became aware that after we provided the vendor with her pictures they did not contact her. We sincerely apologize for the excessive delays she has experienced, on our part and on behalf of the vendor. As a remedy, we have issued an account credit for the electronic range’s full purchase price of $1,064.99. The related accrued interest charges have also been credited in the amount of $234.82, as well as two late fees credits for $37.00 each. These have already applied to the account and will reflect on an upcoming statement for Ms. [redacted]’s records. Her balance as of this response, which we confirm is fully accurate, is $1,190.14, and her adjusted minimum payment amount is $69.99, due by July 18, 2016. Because Ms. [redacted] was also carrying, and continues to carry, an outstanding balance for other items she purchased, the previous payments she was making have been applied to the balance still owing so she is not subject to a refund for those past payments. In addition and in the coming days, the freight carrier, MXD Group, will contact Ms. [redacted] for pick-up arrangement of the electric range, if they have not done so already. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Our investigation found that the customer first ordered the [redacted] in October of 2016 and that it has been reloaded since. The customer's issue is that there is a [redacted] inactivity policy that will take $4.95 after 12 months of inactivity. The customer does not have to opt to have the...
Rewards points added to this card. Our vendor has left message for the customer to contact them to discuss.
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon’s records indicate that [redacted] disconnected account number [redacted] on 6/*/15. She received a final bill...
with a credit balance of $68.66 which was refunded on 9/**/15. A review of [redacted] s account does not reflect an additional payment of $68.66 applied to the account number [redacted] referenced above on 11/*/15. [redacted] states she will submit the dispute through her banking institution to have the draft reversed. Verizon will follow up with [redacted] on the outcome. We regret any inconvenience this may have caused. We trust this information will assist you in closing this case. Lupe Verizon SW Executive Relations Tell us why here...
CONFIDENTIAL COMMUNICATION March 14, 2017 Better Business...
Bureau 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s inquiry, he states that Fingerhut is refusing to close his account. Mr. [redacted] also states that he completed a claim with SafeLine Insurance Program due to his hours being cut down to only 4 days a month but was denied after filing appropriate papers to SafeLine. Mr. [redacted]’s desired resolution is to close his account, remove the credit line increase on his account and return the merchandise that was purchased. Upon review of Mr. [redacted]’s account we find that on February 27, 2017 we received written documentation requesting that his account closed which was processed on the same day. His account was marked ‘Closed – Customer Request’. As Mr. [redacted]’s account is closed, no new purchases will be allowed, but he is responsible to pay the balance on the account of $1,093.49. The next scheduled payment of $219.96 is due on April 7, 2017. We encourage payments be made on time so additional late fees will not accrue. Mr. [redacted] will not be able to return the merchandise he purchased for credit as the 90 day time frame has passed, according to our return policy. Our return policy can be found on our website located at the bottom, located under “Customer Service” and in our catalogs in the Blue Pages. 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. 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. This fee appears on each statement when there is a balance on the account being covered by the plan; it is located in the fees section of the statement. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time. In Mr. [redacted]’s inquiry he stated that he wanted the credit line increased removed, at this time we have no record of Mr. [redacted] requesting his credit limit be decreased. According to the “Terms and Conditions of a revolving account, we have the right to review for credit line increases. As stated above Mr. [redacted]’s account is now closed, he will not be receiving any further credit line increases. Our records indicate Mr. [redacted] opened his account on our website on September 29, 2016. Mr. [redacted] enrolled in SafeLine Account Protection Plan while placing a website order on November 5, 2016. Mr. [redacted] would have received the terms and conditions for his SafeLine Account Protection Plan, sent out the following day. After reviewing Mr. [redacted]’s account we show he notified us of his reduction in work hours on January 9, 2017, advising the change occurred on December 6, 2016. As the reduction was less than 20%, the claim was denied per the terms of SafeLine Plus, and he was informed on February 13, 2017. Please note that SafeLine services reviewed the documentation submitted by Mr. [redacted] and determined that it did not show a reduction in hours that meets the requirements for an approved benefit. The customer submitted a paycheck stub that does show payment, but it did not include the hours worked, nor does it show a reduction in the hours worked. Mr. [redacted]’s application indicates the hours he was working varied in nature to begin with, meaning he did not indicate he worked regularly scheduled hours. The paystubs also did not support one of the main requirements, which is that he was working in the job for 3 months preceding and that the reduction was over 30 days. Since the hours vary by nature, no hour reduction would not exist. If Mr. [redacted] has any questions about the benefit request, he may call SafeLine Services at ###-###-#### Monday – Friday, 8:00 am – 5:00 pm, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
CONFIDENTIAL COMMUNICATION December 29,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she received notification that her available credit was increased and when she tried to use it, Ms. [redacted] received an error code. Ms. [redacted] also inquired as to why she was not able to place orders using her debit card. On October 25, 2016, Ms. [redacted] attempted to place an order on our website. At the time of the order being placed, her credit limit had been decreased from $800.00 to $300.00. A letter was sent the same day explaining the reason for the credit line decrease to the address we have on file for her. As stated in the terms and conditions of the account that Ms. [redacted] agreed to when she opened it, “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Ms. [redacted] contacted us on October 25, 2016 asking the reason for the credit line decrease. The agents correctly advised Ms. [redacted] that a letter had been sent to her and to allow more time to receive the letter explaining the reason for the decrease to her credit limit. Regarding, Ms. [redacted]’s inquiry of receiving and error message when using her debit card. Ms. [redacted]’s first order was placed with a debit card and successfully shipped. When Ms. [redacted] attempted to place another order on the same day, with the same billing and shipping addresses, the debit card was declined because of a fraud prevention rule within the processing system. These rules are in place to protect consumers, and we apologize for the inconvenience this caused Ms. [redacted]. The third attempt in placing an order on the same day, the debit card declined the sale. We are unsure of the reason for the third attempt declined, and suggest Ms. [redacted] check with her financial institution for additional information. If Ms. [redacted] has any further question she may contact our Customer Service Department, Monday-Friday between the hours of 8:00 am and 8:00 pm, Central Time at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
Per Verizon records, Line was repaired on 6/*/17, customer advised service is now working but now he has an issue on the 2nd floor, asked if he wanted a tech but customer advised he has to call back when ready.
Initial Business Response /* (1000, 5, 2016/02/05) */
CONFIDENTIAL COMMUNICATION
February 5, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states that she has been paying $50.00 a month on her WebBank/Fingerhut bill and Fingerhut is now requesting a minimum payment of $70.00 a month that she cannot afford. Ms. [redacted] states that she spent three hours on the phone trying to resolve this issue, but no one would help her. Ms. [redacted] is requesting to have all late fees credited, to have a due date of the 28th each month and to make $50.00 a month payments without incurring additional late fees.
The WebBank/Fingerhut credit account ending in 1794 was opened on October 16, 2012 when an order was processed online for three twin sheet sets, three 17x17 pillows and a twin comforter set.
According to our records, Ms. [redacted] began to miss monthly payments and make payments for less than the minimum due in May 2014.
Please understand that when a payment is not received, or is received for less than the minimum due, late fees and interest charges accrue in accordance with the terms and conditions Ms. [redacted] agreed to upon opening this account
Between June 16, 2014 and September 11, 2014, $703.39 in merchandise was ordered, which caused the minimum due to increase from $59.99 due by May 6, 2014 to $75.60 due by October 6, 2014.
On February 18, 2015, Ms. [redacted]'s account met the qualifications for a reduced payment program, so Ms. [redacted] was agreed to a nine month reduced payment plan for $50.00 a month. During the program, the account was not charged late fees and received a reduced interest rate of 14.9%.
On January 5, 2016, Ms. [redacted] account reverted back to the original contractual terms, and is now closed to future purchases.
The current balance on Ms. [redacted]'s account is $1,255.76 with a minimum payment of $70.53 due by February 13, 2016.
Upon a thorough review of Mrs. [redacted]'s account, it was discovered that on July 23, 2015, Ms. [redacted] contacted Fingerhut to provide a new debit card and set up recurring payments.
Unfortunately, the previous scheduled payments were not deleted and Ms. [redacted] incurred three return payment fees for $26.00 each. A credit for $78.00 was issued to Ms. [redacted]'s account on February 4, 2016.
The $27.00 late fee incurred on January 13, 2016 was also credited to Ms. [redacted]'s account as a courtesy on January 29, 2016.
According to a call recording on January 28, 2016, Ms. [redacted] was advised that the available due dates were between the 1st and 27th each month. Since Ms. [redacted] is requesting a due date of the 28th, we are unable to honor her request.
If Ms. [redacted] still wishes to change her due date from the 13th, she may contact Customer Service at 1-800-208-2500. Please note that the due date can only be changed when the account is current.
Based on the available call recordings, all representatives and supervisors were respectful and professional in their conversations with Ms. [redacted].
Fingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of your expectations.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
Please be advised Verizon records show the request was made prior to the complaint but further research shows it was not deleted from the credit bureaus. A request was made June **, 2015 and can take up to 30 days to be removed from all bureaus. A letter was sent to [redacted]...
to show the request was made to remove the account. [redacted]’s second request to cancel her current services without being billed an early termination fee was denied. We corrected the wrong on the old account, but that cannot negate the new service contract she entered for services. We sincerely apologize for the frustration this matter has caused. We trust this provides your office with the information required in this matter. Thank you, [redacted] Verizon Executive Relations
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:
My grandmother's telephone is still not working properly. Although the device it is currently plugged into has alleviated some of the issues in that my grandmother is currently able to make outgoing phone calls, she is still unable to receive incoming calls. When you call the number, you can hear the phone ringing, however in my grandmother's apartment the phone does not ring and she will not know that anyone is calling. Additionally, I received a voicemail from Verizon stating that if we do not return the device, my grandmother could be charged $150.00 for it. When you unplug the telephone from the device and plug it into the wall jack, there is no dial tone. My grandmother is an elderly individual who does not speak any English. She needs a working telephone for emergencies and for regular day use. On her birthday earlier in January, my grandmother turned 93 years old but was unable to receive any telephone calls from her family (her children, grandchildren, and great grandchildren) wishing her a happy birthday. My grandmother needs working telephone service immediately. She has been very patient and has waited since August 2016 for Verizon to fix the problem.
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 am unable to log into the Verizon website to bring my balance current - my account is frozen. Additionally, NONE of the credits have been applied at this time, and I received an email on 5/1 (last night) from an automated Verizon account telling me that my balance is STILL unresolved/unadjusted and stands at $714.90. My service was also suspended last night - I do not have ANY service at this time. I should only have the 50/50 internet package - that is all I ever wanted, and all I was ever supposed to have. Please help - this is getting ridiculous.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I am rejecting this response because:
Vi,There has also been a fingerhut credit card that was issued on the same account via a 'WEB BANK' for a credit line of 600.00 . The approval notice is dated as of 06/20/2016. The account with FINGER HUT and also its affiliate accounts should be closed and flagged as fraud. The fraud affidavit has been returned as well.
May 17, 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. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the items she returned to us and her dissatisfaction regarding her liability for the original shipping and handling fees. Our records indicate an order was placed by mail on October 27, 2015 for the Alcove Tab-Top 80”W x 84” L Panel Pair in Spice totaling $79.98 with shipping and handling. The order was shipped to the address we have on file for Ms. [redacted] and was delivered on November 3, 2015. On November 12, 2015 we received the return of the panel pair and credit was issued in the amount of $52.04. The reason Ms. [redacted] indicated for the return was that the color was not as expected. On November 13, 2015 an order was placed for the Alcove 80”W x 84”L Insulated Foamback Tab-Top Panel Pair in Camel totaling $79.98 including shipping and handling as an exchange for the original order per Ms. [redacted]’s request. The order was shipped to the address we have on file and was delivered on November 23, 2015. We received the return of the panel pair in camel on December 10, 2015 and credit was issued in the amount of $52.04. Ms. [redacted] indicated the reason for return was that the color was not as expected. Our return policy is listed in our catalogs and on our website 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. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. The original shipping and handling charge of $19.99 and return shipping fee of $7.95 for each panel pair was not credited due to a “non qualifying” return reason. On December 14, 2015, Ms. [redacted] contacted our Customer Service D epartment regarding the balance on her account. The balance at that time was $55.88 for the original shipping and handling fees and the return shipping fees for both orders. On January 29, 2016 Ms. [redacted] spoke with an agent from our Billing/Recovery Department and advised her the balance remaining on her account was due to the original shipping and handling fees and return shipping fees. Ms. [redacted]’s monthly statements have been sent to the address we have on file for her, however to this date we have not received any payments. When Ms. [redacted] opened her Fingerhut Account she agreed to the terms and conditions of the credit account. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On May 15, 2016 Ms. [redacted]’s billing statement reflects the current balance on her account is $113.83. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. Furthermore, because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. The Fair Credit Reporting Act requires us to report accurate information to these agencies. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Verizon continues to address this complaint. We apologizefor the delay caused by extensive research and the need to communicate with thecomplainant. An internal case remains open with Verizon until such time as thematter is fully addressed and resolved.
The customer was issued credit on 7/**/16 for her ongoing repair issues. However the credit was not approved and not applied to the account. On 8/*/16, in response to the complaint filed the company credited the customer $160.86 for the missing credit. The credit was reflected on the 8/*/16...
bill. There have been no additional repair reports. The company apologizes for the customer’s experience.
Verizon did not summarize the situation properly. The tech from Verizon made two mistakes. One in saying that the buffer speed needed to be reset by the optimizer. The buffer speed was correct and even after I downloaded the optimizer and ran it, the buffer speed was unchanged. Also, the Verizon tech told me to do something that made me block further downloads from the optimizer, I forget exactly what. I believe that the problems I was having was due to Verizon not delivering the speed that I was paying for and that Verizon made sure that this was corrected after I called, but they tried to blame the situation on a problem with my machine. The tech people did make simple mistakes , one of which I did not know about and the other that I might have known to avoid if I had been sharper, but people are generally not at their best when there is a computer problem One does not expect the service company to makes things worse, but good old Verizon always does the job of making a problem that should be able to be corrected in a minute or two, waste hours. THE TECHS MADE ROOKIE MISTAKES and wasted my time and I believe that the real problem was that Verizon was slowing down the internet. This is why I seek credit and an apology
This issue was thoroughly reviewed, investigated and discussed. The customer was given the option of a $300.00 [redacted] Gift Card or an [redacted] Gift Card. According to our records, the customer chose the [redacted] Gift Card. The [redacted] Gift Card was sent to the address on file for the customer which was activated on February **, 2014. In addition, the customer called to inquire of the balance on the Gift Card on April **, April ** and May *, 2015. No further action is required. This is our final position.
A customer service representative contacted the customer and advised the customer that he did not qualify for the promotion that he saw online since the promotion was for new customers only. The representative informed the customer that when you go online, the details of the...
offer state that the offer is for new customers who are signing a contract and have never had the services before. The representative also advised that the flier is just an advertisement flier it is not address or account specific but sent out at random. The representative reviewed with the customer available options available to him when renewing his contract. Tthe customer did not want any of those options but preferred the pricing that was for new customers only. The representative reminded the customer that he doesn't qualify for that offer and we would not be able to provide him with that.
Verizon tech support is available via telephone to troubleshoot with the customer. As stated the customer has been provided their contact information.
Please be advised Verizon has fixed the glitch in the system that was not allowing [redacted] to access his account online. I spoke to [redacted] and he advised he can now access his account online.
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:
Billing is still incorrect & inconsistent from verizon so I am concerned that I will encounter the same problem moving forward. The attached says I paid in full but with a $5 late charge??? this indicates that I still have a balace of - 42. 23 which looks like a credit but says to pay in full. Also, I lost service for 2 weeks due to problems with their switcing station - not see a credit for this though it was promised verbally on the phone during my discussion with verizon. I had taken time to try to make sense of the past billing and fully intended to handle this today or within the time frame of 30 days. The verizon representative was not very polite and was uniformed re my billing history, unaware that I was to receive $5 discount for using triple play with Directv billing. She said the overcharges were due to late charges but it wasn't. They had billed me as much as $123.00 I am still confused re the $160.00 creditThank you for your help but I don't know what to do to avoid further issues.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 12, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Account purchase from August 14, 2015 for a Frigidaire 30-Inch Freestanding Electric Range. Ms. [redacted] states she notified us immediately upon learning that the range was delivered damaged at her daughter’s residence, for whom she purchased it. The first representative advised they would begin the return process with additional follow up to Ms. [redacted] at a later time, however, after a week of no further communication in this regard, Ms. [redacted] contacted us again. A different representative advised her to contact Frigidaire to initiate the return but, in doing so, Frigidaire referred her back to us. Ms. [redacted] states we gave her further assurances we would handle this, but her daughter still has the range in her possession, and this issue has remained unresolved for ten months. Ms. [redacted] requests that the range be picked up and the purchase price be credited back to her account in full, including any late fees assessed when she initially withheld payment awaiting our assistance to return it. Please note that to return the range, there were additional steps involved beyond our regular handling, as it was shipped directly by the vendor. Ms. [redacted]’s daughter as the recipient should have received a packing slip insert at the time of delivery with the special return instructions. In addition, a disclosure appeared on our website’s product overview page for this item which stated, “In order to ensure the best service for your new appliance, all service issues must be arranged with the vendor. Please see packing slip for further information.” Our records confirm that Ms. [redacted] first notified us via phone on September 15, 2015 that the range arrived damaged. The representative advised that, while it could not be handled according to our standard return processes, they would refer the matter to our Vendor Support Department. This was completed on September 17, 2015 when they sent a response to Ms. [redacted]’s email on file, [email protected], advising to contact the manufacturer, Frigidaire, for assistance. Regrettably, this was inaccurate information due to representative error, as Ms. [redacted] should have been directed to the vendor-supplier, Almo Corporation. When Ms. [redacted] called on October 5, 2015 and the issue was again referred to vendor support, it was correctly handled the next day with our request to Almo to initiate a return on Ms. [redacted]’s behalf. On October 7, 2015, Almo responded by requesting pictures of the damage. On the same date, we sent another email to the same email above but, regrettably, it omitted that the vendor needed pictures and only advised the customer to “refer to their packing slip included with the appliance.” However, in a subsequent email sent to Ms. [redacted] on November 2, 2015, we advised her to provide pictures of the damage and she could return these to us. Our records show that we received the pictures on January 21, 2016 and forwarded them to Almo on the same date. However, upon receiving Ms. [redacted]’s inquiry we became aware that after we provided the vendor with her pictures they did not contact her. We sincerely apologize for the excessive delays she has experienced, on our part and on behalf of the vendor. As a remedy, we have issued an account credit for the electronic range’s full purchase price of $1,064.99. The related accrued interest charges have also been credited in the amount of $234.82, as well as two late fees credits for $37.00 each. These have already applied to the account and will reflect on an upcoming statement for Ms. [redacted]’s records. Her balance as of this response, which we confirm is fully accurate, is $1,190.14, and her adjusted minimum payment amount is $69.99, due by July 18, 2016. Because Ms. [redacted] was also carrying, and continues to carry, an outstanding balance for other items she purchased, the previous payments she was making have been applied to the balance still owing so she is not subject to a refund for those past payments. In addition and in the coming days, the freight carrier, MXD Group, will contact Ms. [redacted] for pick-up arrangement of the electric range, if they have not done so already. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Our investigation found that the customer first ordered the [redacted] in October of 2016 and that it has been reloaded since. The customer's issue is that there is a [redacted] inactivity policy that will take $4.95 after 12 months of inactivity. The customer does not have to opt to have the...
Rewards points added to this card. Our vendor has left message for the customer to contact them to discuss.