Upon receipt of this complaint we corresponded via email with [redacted] and addressed all his concerns. He responded that he was satisfied. Below you will find a copy of the correspondence. I've addressed all of the customer's concerns via email with her: Thank you for replying...
to my email. The new contract that you agreed to last month has locked in your discounts with a Triple Play price of $124.99 that is valid thru 7/**/18. The new contract also allowed our representative to provide you with HBO free for 12 months. Your account had an existing $20/month Valued Customer Discount that is valid thru 3/**/17 and that discount is still in place with your new contract. While it could not be extended, it has been honored thru its original ending date in March 2017. Altogether your account is receiving $70/month in discounts and this is the maximum we can extend to you.Please know that all of our advertisements indicate that the advertised bundle rates do not include equipment rentals and premium channels and they are additional and this is the industry standard since equipment and premium channel selections are unique to each customer. Please also understand that your FiOS equipment is rented from Verizon and therefore you have monthly rental charges. If the equipment becomes defective, you will be provided with working equipment in its place without having to purchase new expensive equipment. With respect to the veteran's discount and faxing information over...our Verizon Wireless Team participates in the Veteran's Advantage Program which is a membership you purchase and this affords you a discount on wireless/cell phone services. Verizon FiOS offers a Verizon Connections Discount for some plans and you can visit [redacted] to determine if you may qualify for this discount as a veteran. No membership is required for our Verizon Connections Discounts.Your FiOS account has a balance of $148.52 and the balance is due by [redacted]. There is no payment due on [redacted].Unfortunately we cannot compensate you for time spent on the phone making changes and reviewing your account. Please know that we value you as a customer and today I have applied a $50 one-time credit to you. You can deduct this $50 from your next payment and remit $98.52 by 8/**/16 as full payment on your 7/** billing statement.I hope that we have now fully addressed your concerns. Thank you for taking the time to provide us with your valuable feedback. We are constantly striving to improve the customer's experience. If you have any other questions, please don't hesitate to contact me. Thank you for choosing Verizon.
Please be advised, Verizon has reviewed the account and made contact with the consumer. The terms of service were explained to the consumer. As a courtesy, Verizon has agreed to follow up on the account and adjust the early termination fee once it bills. The consumer has been advised all other...
The case was sent to the Consumer Financial Service (CFS) Final account team.A specialist did attempt to reach the customer by telephone to discuss her issue, but was not successful. A message was left providing her contact information. Records indicate that the customer did provide her correct...
address information, so stop-payment was issued on the original check #[redacted] and new request submitted for the refund of $44.31 to go to customer's current address for account [redacted]: [redacted]
Records do show that the check was released on 12/*/17. Should the customer wish to discuss this issue further, she may reach the specialist directly on the number provided: ###-###-####; office hours 7-3 CSDT M-F
[redacted] Thank you for referring the complaint of [redacted] to ouroffice for review. We appreciate this matter being brought to ourattention. Our investigation concludes; Verizon technical supportverified that STB, serial number[redacted], orderedthe PPV event...
BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. Theprocessing for billing purposes added the $99.99 charge to the statement on5/*/15 in accordance to the FiOS TV Terms of Service.11.PRICING AND PAYMENTOthertransactional charges, such as for On Demand or Pay Per View Services, arebilled after the applicable service or feature has been ordered or provided toyou. Verizon apologizes formiscommunication with representatives that may have providedmisinformation surrounding when the PPV eventdate vs. service billing date. A Verizon representativeprovided this Information to [redacted]. Therepresentative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification andinvestigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, howeverall processes and procedures were followed. Technical Support verified the PPVEvent was ordered from equipment within [redacted]’s residence as he isresponsible for equipment use within the residence according to the Terms ofService: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whetherby you or someone using the Service with or without your permission. Verizon apologies for the inconvenience this has caused andtrust that this information will assist you in closing this complaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
letter, they are addressing details that are not a part of the complaint, and they are even adding in actions I have taken since the complaint.I placed this complaint on 11/16/2017 about what happened to me on 11/17/2017.What does it matter that I purchased another order on Nov. 20 2017? In this letter they decide to state:" Also, our records indicate on November 20, 2017 order number [redacted], was placed on our website for NOJE9 XBOX One X 1TB Console. Express shipping was added to the order. UPS tracking number [redacted] shows the order was delivered November 24, 2017 at 12:30pm. If Mr. [redacted] did not intend to place two orders for the XBOX One X 1TB Console, or if he is dissatisfied with his purchases, he may return the item(s) within our return policy, which states: "Please show me where in my complaint did I mention "I did not intend to place two orders?" It is also easy to see that since I placed this complaint on 11/16/2017 something I did on 11/20 2017 could not have been an issue addressed.This letter further adds insult to the situation, for they attempted to address the "probability" that "I made a mistake" instead of taking responsibility and ownership of the real problem which their Customer Service agents "intentionally" gave me the run around until it was time for them to get off of work, and then allowed me to be hung up on.But since they want to include the point that I purchased another order on Nov. 20, which is correct, well I would like to add that the point that I was able to go online, see that you were then advertising that you had xbox one x systems that were in stock, but yet did not satisfy my pre-order first kinda adds insult to injury. But now I believe I see what took place. Since the xbox one x order I placed on 11/20/2017 which is After my Order in October, was handled and shipped before my back ordered xbox, and not only that, I know someone else that purchased one On Nov 20, 2017 and their order was filled before my back order dated on Oct. 25, and their unit was handled and shipped before my back order, I get a better picture of what you really care about. You were willing to sacrifice back orders that did not "PAY" for "Faster Delivery" in preference for New orders placed almost a month after your back order that did "Pay" for "Faster Delivery." Shouldn't you have fulfilled / handled your back orders first?Also, what if I had not gotten on the website and just happen to check if it showed it had xbox one x units "in stock" and someone else would have ordered that one for "Faster shipping and handling", Humm, would I have been told that the Xbox one X was still on back order? So this situation sorta tells on itself.But even all of that that was just said, does not deal with the point that I received horrible customer service, but the worse part is that it was intentional.The phone call that you speak of stated (left a message) that they were calling about the xbox orders, no one never stated that they were calling about my Customer Service complaint. So that is why I did not rush to return the call, same way you have not rushed to satisfy me, your customer. So in your letter, you try to point out what may have been my fault, and all your irrelevant info about your return policy and all of that, which I can read and already understood, for it is posted well on your website and other documentation. Then you decide to act like you were addressing MY COMPLAINT. You say, "We apologize the assistance Mr. [redacted] received for his order was not to his satisfaction." but me being lied to that the CSR could not give me information about my order status, and kept putting me on hold, never let me speak to a supervisor, and then kept me on hold until your phones went dead, is to your satisfaction? Again, take ownership, not try to pass blame on me and then have someone with the same values as the CSR's that wasted my time did and have someone of equal ability and training (I guess) write me this letter and try to call me on the phone. That would have pissed me off even more anyway. Just like this letter is.By the way, I have been an international Executive CSR training instructor for a Top 25 Fortune company for many years, and I know the difference between a company that runs a customer service department that cares about their customers versus a company that cares about just making money.See finger hut is a way for people who credit may have been in bad standing to get started repairing it. I happen to have gone through a divorce that left my credit in less favorable conditions. So I took the initiative to repair it. So not everyone that get a finger hut account is a Middle School Drop out and may not be able to read and understand what is going on.But to have been treated the way I have, then to attempt to give a misdirected, across the board, Public Relations written explanation, (For this is not an apology) and think I will be satisfied is not happening.Did you look at your CSR software, to see that I had indeed called multiple times, the times of those calls and the outcome of those calls? So if you had, you would not be saying, "We apologize the assistance Mr. [redacted] received for his order was not to his satisfaction."So now I do not accept this as a resolution to this problem, and I will not return a phone call to another one of your so called CSR that obviously have not been properly trained to give "Customer Service" so that they can piss me off. So I will accept any further communication that you wish to furnish via Mail.Sincerely,[redacted] L. [redacted] Jr.
Please be advised Verizon investigated and only found one repair ticket from May *, 2017-May **, 2017 which we credited him $49.14. We have recalled his account from collections and he can pay us directly the difference of $74.10. As for the fios service, our engineer has reached out to [redacted]...
who renovated his building from 5 Unit and just make it 1 Unit. He explained to him that engineer will verify and once it is confirmed that it 1Unit, the building will be updated in our database so that he can get FIOS. I. He also has his name and number.I tried calling [redacted] twice today 2/*/18 and his mailbox is full. I will send a call me letter.
2016 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he has been receiving mailings from Fingerhut for several months addressed to an individual who does not reside at his residence. This has now been corrected. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
I am rejecting this response because:There is a lof information that is incorrect. I sent in my first affidavit in 2015 as soon as it was sent to me. When I called to check on the status I was told it wasn't in the computer yet and that someone would be contacting me. Unfortunately I becameand continue to be very ill. I didn't contact anyone again until January 2016 about the affidavit because I became deathly ill. I informed them of all of this when I called. They wrrr contacted by me and I filled out the affidavit in 2015 appoximately 2 and a half months after it was supposed to get there which is when I was told by them to wait. I don't owe them the amont of money they are saying at all. This company is lying. The incompetence is at a level I have never seen. They swear that they have nothing I have sent them in writing and I don't care what they say I made payments that have to this day not been deducted. They conveniently don't have anything that proves I'm right. I want out of this account immediately for what I honestly owe.
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:
This issue is not resolved, and I am still without my $400 gift card that was promised to me. The sales rep (Ian) who came to my house to get me to switch to Verizon used the gift card as a strong selling point. He even calculated how much I would have to pay [redacted] in order to break my contract. He explained that the $400 gift card would more than make up for the cost of breaking the contract with [redacted]. The sales rep told me that if I pick this particular package at the currently rate I am paying, I would receive the $400 gift card with 2-3 months. I would never have switched from [redacted] if this promotion wasn't offered. This is either poor training on Verizon's part, or it was a sales rep that scammed me into switching by offering something that he knew was incorrect. The sales rep also did not leave me with a sales receipt or a written list of everything that he sold me. I kept all of the documents that he gave me and this was not a part of the documents he gave me. Joyce D[redacted]'s response to Revdex.com states that I was given an option to pay more per month ($89.99) and then I would be eligible for the gift card. This doesn't make sense because if that was the initial offer that the sales rep told me about, I would never have switched from [redacted]. I only switched because of the package price I was quoted also came with the $400 gift card. It would not make sense for me to pay more for Verizon and break my contract with [redacted] and have to pay them as well. As for the email confirmation, that was mentioned in the reply letter from Verizon to Revdex.com, how is a customer to know that the promotion would be listed or not listed? The sales rep told me to check the email to make sure that the installation date was correct and that the services (phone, tv, internet) were correct as well. He never mentioned that the promotion would be listed there as well. As a new customer to Verizon, how would I know that the promotion would be listed? On top of that, I was told only after waiting 3 months (sales rep told me to call Verizon if I had not gotten my card in 3 months), that the promotion would have been listed in that email. By that time, I was not able to terminate my contract.Since this issue, I have had to call Verizon several times in order to resolve technical issues with my services. The email confirmations (which I was told to read carefully) have been incorrect. Because I know that I have to get everything in writing, I called yesterday (October **) in order to receive an email with the correct information that was quoted to me by Chenelle D[redacted] (Verizon Corporate Retention Team) on October **. The customer service rep and her supervisor were not able to send me an email with the correct information. In fact, the supervisor told me that there was an "error" and that they would have to resolve the issue the next day. I gave him my contact information and he told me he would call me between 4:30 and 5. It is now past 5 and I have not received a call from him. I only bring this situation up because I was told that I should have closely read the email confirmation to look for the $400 gift card, yet Verizon's email system is flawed because it continues to send out emails with incorrect information. I still have not received the correct email for this issue. I feel that Verizon should either honor the promotion that their sales rep offered me, or they should let me out of my contract because I switched to them under false pretenses. They told me false information to get me to sign up and then they will not let me get out of the contract. This does feel like a scam to me. Verizon offered a promotion to me in order to get my business and then refuse to honor that promotion or even let me leave the company without a penalty. This type of business behavior is unethical. I will continue to pursue resolution to this problem until I am either given what was offered to me ($400 gift card) or they let me out of my contract. I do not trust what Verizon tells me because they have given me false information time and again. I do not want to do business with Verizon, yet I am not able to get out of my contract without a penalty. This just does not seem right to me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. Our investigation concludes; equipment shows it was returned June 2015 and no equipment charges have been billed to the...
account. As of 7/**/15, the account reflects a credit balance of $21.65 that will be refunded in 1-2 billing cycles. Verizon has left voicemail on ###-###-####, communicated by email [redacted] and [redacted] but have not heard back from the customer. Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint. Sincerely, John T. Verizon SW Executive Relations ###-###-#### EXT [redacted]
2016 ...⇄ Revdex.com of Minnesota # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he purchased a TV from Fingerhut and started making payments in January 2016. He states his balance is higher than he believes it should be. Our records indicate Mr. [redacted] purchased a Seiki 32" 720p LED TV/DVD Combo on January 31, 2016. Our records indicate Mr. [redacted] is making his payments on time, paying the required minimum amount due each month. While Mr. [redacted]’s balance on his account is decreasing, interest charges are still be assessed to his account. As a reminder to Mr. [redacted], his account is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases of reductions in the account balance from month to month. This information is covered in the Terms and Conditions of the account, which Mr. [redacted] agreed to when he applied for this credit account. According to Mr. [redacted]’s complaint, he states Fingerhut has refunded $67.00 to his account, and requests that the remaining amount be refunded. We have no record of that exact amount being returned to Mr. [redacted]. We do, however, have record of Mr. [redacted] ordering an LG 32” Television on November 13, 2015, which was returned to us on December 8, 2015 because it was defective. An exact exchange was sent to Mr. [redacted] on December 8, 2015, and subsequently returned to us on January 29, 2016. The order total for the LG 32” Television was $529.98. No credit was given when the first television was returned because an exact exchange was set up. Upon return of the exchanged item, only the purchase price was credited, which left the original shipping and handling and the return label fee on the account. As a one-time courtesy, the shipping and handling, in the amount of $19.99, was credited on February 4, 2016. The return label fee, in the amount of $23.95, was credited as a one-time courtesy on February 8, 2016, to Mr. [redacted]’s credit card ending in [redacted]. At this time the current balance on Mr. [redacted]’s account is $275.42. A minimum payment of $20.99 is due by September 7, 2016. Mr. [redacted] can pay his balance down more quickly by making payments that are larger than the minimum amount due. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
provide horrible service. No one takes responsibility and not once was it stated about investigating the issue. It is not my fault that your office did not do their job and the "policies and procedures" are lacking horribly. The information provided is also false.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
A new order that goes through this same process with not enough details of current problems does not resolve my original complaint. I would rather stay with another provider of internet and television service as there is no compelling reason for me to attempt this again.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon speaking with [redacted], our billing representative adjusted the Early Termination Fee of $605.00 billed to the account. The account was closed as of December *, 2016. An email confirmation was sent per the customer's request. [redacted] had not further concerns...
ert/Angela D[redacted] Revdex.com case [redacted] returned my call she is disputing monthly charges after bundle renewal December **/2016 [redacted] noted 79.99 is what we have for her she is not understanding the additional discounts that we have...e center....108.97 plus taxes.....she said it should...
be 84.99 with the other discounts she is at 79.99, added filters to correct bundle to 79.99 , she has a 15.00 lec that will be ending May **, 2016 so after tax until May 93.35 then after lec discount expires plus 15.00 93.35 + 15.00 = 108.35.left voice mail as [redacted] requested A preview of the customer's estimated charges was successfully sent to [redacted]. The Email Reference number: [redacted] also advised the internet is working as it should, Resolved.
I am rejecting this response because:they fail to accecept the fact that billing statements and phone calls come from them,fingerhut continues to dial ###-###-#### in reference to mr [redacted] account. rude nasty people demanding I pay the bill myself. fingerhut also says after 3 months from the date of death they will stop, however it has been 6 weeks after the 3 months and they still continue. .if fingerhut does not cease all comunications regarding mr [redacted] account I will obtain legal counsel and I will sue fingerhut for continued harassment.
CONFIDENTIAL COMMUNICATION Dear Ms. [redacted], I am writing in response to the further inquiry we received from Ms. [redacted]. Ms. [redacted] has filed police report #[redacted] online as she is currently out of the country. However, she feels further action to validate the account should not be necessary on her part due to disputing the account under the FCRA, so that we are in fact responsible for providing validation. Please see our full and detailed response to the follow-up inquiry as a PDF attachment. Sincerely, Vi [redacted]Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION June 7, 2017 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] felt she should not be required to make payments on an order she received with missing parts. As such, she withheld payment, but did make payments once she had the parts. She further states, “Fingerhut took the $14.95 monthly payment and put it on my credit report as being late,” but she was given a $10.00 credit for the inconvenience which could only be used on a new order. Ms. [redacted] requests either the late payment be removed from her credit reporting or at least that her account be put into dispute with the credit bureaus. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Amy A[redacted] expressed concern about Verizon charges that are billed at a higher rate than what she claims she was quoted. Upon review, Verizon found notes that...
substantiate [redacted]’s statement. Verizon communicated with [redacted] on 05/**/17 and advised we would be applying additional adjustments monthly to bring her pricing down to the amount of $145.55 for the life of the contract. While [redacted] requested pricing at the amount of $135, we advised there was an internet upgrade which caused the amount to increase by $10. [redacted] understood and was satisfied with our response. Furthermore, we have left our number with [redacted] should she have any additional questions or concerns.
Our investigation determined the customer was in a bundlewhich included a monthly credit of $48.99 for the TV which expired on 11/**/16and a $20 credit for the data which expired on 11/**/17. The customer renegotiated this bundle agreeing to $119.99bundle (FDV Triple Preferred HD) which included a...
$25 monthly credit. The service also includes 2 set-top boxes @$15.98 and Verizon World Plan 300 for $10 ($14.99 - $4.99) for a total of$145.97 before the taxes and surcharges. The confirmation email sent to the customer carried over thecredits being applied to the original bundle. The system failed to realize thecustomer was renegotiating the bundle. Therefore, the confirmation email incorrectlyshowed the total monthly rate with taxes and surcharges as $115.47 and theestimated first bill for $130.61. We apologize for the misinformation and arranged anadditional $15 monthly credit for 24 months
Upon receipt of this complaint we corresponded via email with [redacted] and addressed all his concerns. He responded that he was satisfied. Below you will find a copy of the correspondence. I've addressed all of the customer's concerns via email with her: Thank you for replying...
to my email. The new contract that you agreed to last month has locked in your discounts with a Triple Play price of $124.99 that is valid thru 7/**/18. The new contract also allowed our representative to provide you with HBO free for 12 months. Your account had an existing $20/month Valued Customer Discount that is valid thru 3/**/17 and that discount is still in place with your new contract. While it could not be extended, it has been honored thru its original ending date in March 2017. Altogether your account is receiving $70/month in discounts and this is the maximum we can extend to you.Please know that all of our advertisements indicate that the advertised bundle rates do not include equipment rentals and premium channels and they are additional and this is the industry standard since equipment and premium channel selections are unique to each customer. Please also understand that your FiOS equipment is rented from Verizon and therefore you have monthly rental charges. If the equipment becomes defective, you will be provided with working equipment in its place without having to purchase new expensive equipment. With respect to the veteran's discount and faxing information over...our Verizon Wireless Team participates in the Veteran's Advantage Program which is a membership you purchase and this affords you a discount on wireless/cell phone services. Verizon FiOS offers a Verizon Connections Discount for some plans and you can visit [redacted] to determine if you may qualify for this discount as a veteran. No membership is required for our Verizon Connections Discounts.Your FiOS account has a balance of $148.52 and the balance is due by [redacted]. There is no payment due on [redacted].Unfortunately we cannot compensate you for time spent on the phone making changes and reviewing your account. Please know that we value you as a customer and today I have applied a $50 one-time credit to you. You can deduct this $50 from your next payment and remit $98.52 by 8/**/16 as full payment on your 7/** billing statement.I hope that we have now fully addressed your concerns. Thank you for taking the time to provide us with your valuable feedback. We are constantly striving to improve the customer's experience. If you have any other questions, please don't hesitate to contact me. Thank you for choosing Verizon.
Please be advised, Verizon has reviewed the account and made contact with the consumer. The terms of service were explained to the consumer. As a courtesy, Verizon has agreed to follow up on the account and adjust the early termination fee once it bills. The consumer has been advised all other...
charges will be considered owing.
The case was sent to the Consumer Financial Service (CFS) Final account team.A specialist did attempt to reach the customer by telephone to discuss her issue, but was not successful. A message was left providing her contact information. Records indicate that the customer did provide her correct...
address information, so stop-payment was issued on the original check #[redacted] and new request submitted for the refund of $44.31 to go to customer's current address for account [redacted]: [redacted]
Records do show that the check was released on 12/*/17. Should the customer wish to discuss this issue further, she may reach the specialist directly on the number provided: ###-###-####; office hours 7-3 CSDT M-F
[redacted] Thank you for referring the complaint of [redacted] to ouroffice for review. We appreciate this matter being brought to ourattention. Our investigation concludes; Verizon technical supportverified that STB, serial number[redacted], orderedthe PPV event...
BOXING MAYWEATHER VS PACQUIAO HD on 5/*/15 and was viewed on 5/*/15. Theprocessing for billing purposes added the $99.99 charge to the statement on5/*/15 in accordance to the FiOS TV Terms of Service.11.PRICING AND PAYMENTOthertransactional charges, such as for On Demand or Pay Per View Services, arebilled after the applicable service or feature has been ordered or provided toyou. Verizon apologizes formiscommunication with representatives that may have providedmisinformation surrounding when the PPV eventdate vs. service billing date. A Verizon representativeprovided this Information to [redacted]. Therepresentative also discussed establishing controls and passwords to which [redacted] acknowledged he was familiar. Based on the verification andinvestigation from technical support the charge is valid and sustained. Verizon does understand [redacted] does not agree with the resolution, howeverall processes and procedures were followed. Technical Support verified the PPVEvent was ordered from equipment within [redacted]’s residence as he isresponsible for equipment use within the residence according to the Terms ofService: 4. USE OF THE SERVICE (b) You are responsible for all use of the Service, whetherby you or someone using the Service with or without your permission. Verizon apologies for the inconvenience this has caused andtrust that this information will assist you in closing this complaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
I am rejecting this response because:In this...
letter, they are addressing details that are not a part of the complaint, and they are even adding in actions I have taken since the complaint.I placed this complaint on 11/16/2017 about what happened to me on 11/17/2017.What does it matter that I purchased another order on Nov. 20 2017? In this letter they decide to state:" Also, our records indicate on November 20, 2017 order number [redacted], was placed on our website for NOJE9 XBOX One X 1TB Console. Express shipping was added to the order. UPS tracking number [redacted] shows the order was delivered November 24, 2017 at 12:30pm. If Mr. [redacted] did not intend to place two orders for the XBOX One X 1TB Console, or if he is dissatisfied with his purchases, he may return the item(s) within our return policy, which states: "Please show me where in my complaint did I mention "I did not intend to place two orders?" It is also easy to see that since I placed this complaint on 11/16/2017 something I did on 11/20 2017 could not have been an issue addressed.This letter further adds insult to the situation, for they attempted to address the "probability" that "I made a mistake" instead of taking responsibility and ownership of the real problem which their Customer Service agents "intentionally" gave me the run around until it was time for them to get off of work, and then allowed me to be hung up on.But since they want to include the point that I purchased another order on Nov. 20, which is correct, well I would like to add that the point that I was able to go online, see that you were then advertising that you had xbox one x systems that were in stock, but yet did not satisfy my pre-order first kinda adds insult to injury. But now I believe I see what took place. Since the xbox one x order I placed on 11/20/2017 which is After my Order in October, was handled and shipped before my back ordered xbox, and not only that, I know someone else that purchased one On Nov 20, 2017 and their order was filled before my back order dated on Oct. 25, and their unit was handled and shipped before my back order, I get a better picture of what you really care about. You were willing to sacrifice back orders that did not "PAY" for "Faster Delivery" in preference for New orders placed almost a month after your back order that did "Pay" for "Faster Delivery." Shouldn't you have fulfilled / handled your back orders first?Also, what if I had not gotten on the website and just happen to check if it showed it had xbox one x units "in stock" and someone else would have ordered that one for "Faster shipping and handling", Humm, would I have been told that the Xbox one X was still on back order? So this situation sorta tells on itself.But even all of that that was just said, does not deal with the point that I received horrible customer service, but the worse part is that it was intentional.The phone call that you speak of stated (left a message) that they were calling about the xbox orders, no one never stated that they were calling about my Customer Service complaint. So that is why I did not rush to return the call, same way you have not rushed to satisfy me, your customer. So in your letter, you try to point out what may have been my fault, and all your irrelevant info about your return policy and all of that, which I can read and already understood, for it is posted well on your website and other documentation. Then you decide to act like you were addressing MY COMPLAINT. You say, "We apologize the assistance Mr. [redacted] received for his order was not to his satisfaction." but me being lied to that the CSR could not give me information about my order status, and kept putting me on hold, never let me speak to a supervisor, and then kept me on hold until your phones went dead, is to your satisfaction? Again, take ownership, not try to pass blame on me and then have someone with the same values as the CSR's that wasted my time did and have someone of equal ability and training (I guess) write me this letter and try to call me on the phone. That would have pissed me off even more anyway. Just like this letter is.By the way, I have been an international Executive CSR training instructor for a Top 25 Fortune company for many years, and I know the difference between a company that runs a customer service department that cares about their customers versus a company that cares about just making money.See finger hut is a way for people who credit may have been in bad standing to get started repairing it. I happen to have gone through a divorce that left my credit in less favorable conditions. So I took the initiative to repair it. So not everyone that get a finger hut account is a Middle School Drop out and may not be able to read and understand what is going on.But to have been treated the way I have, then to attempt to give a misdirected, across the board, Public Relations written explanation, (For this is not an apology) and think I will be satisfied is not happening.Did you look at your CSR software, to see that I had indeed called multiple times, the times of those calls and the outcome of those calls? So if you had, you would not be saying, "We apologize the assistance Mr. [redacted] received for his order was not to his satisfaction."So now I do not accept this as a resolution to this problem, and I will not return a phone call to another one of your so called CSR that obviously have not been properly trained to give "Customer Service" so that they can piss me off. So I will accept any further communication that you wish to furnish via Mail.Sincerely,[redacted] L. [redacted] Jr.
Please be advised Verizon investigated and only found one repair ticket from May *, 2017-May **, 2017 which we credited him $49.14. We have recalled his account from collections and he can pay us directly the difference of $74.10. As for the fios service, our engineer has reached out to [redacted]...
who renovated his building from 5 Unit and just make it 1 Unit. He explained to him that engineer will verify and once it is confirmed that it 1Unit, the building will be updated in our database so that he can get FIOS. I. He also has his name and number.I tried calling [redacted] twice today 2/*/18 and his mailbox is full. I will send a call me letter.
CONFIDENTIAL COMMUNICATION August 19,...
2016 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he has been receiving mailings from Fingerhut for several months addressed to an individual who does not reside at his residence. This has now been corrected. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
I am rejecting this response because:There is a lof information that is incorrect. I sent in my first affidavit in 2015 as soon as it was sent to me. When I called to check on the status I was told it wasn't in the computer yet and that someone would be contacting me. Unfortunately I becameand continue to be very ill. I didn't contact anyone again until January 2016 about the affidavit because I became deathly ill. I informed them of all of this when I called. They wrrr contacted by me and I filled out the affidavit in 2015 appoximately 2 and a half months after it was supposed to get there which is when I was told by them to wait. I don't owe them the amont of money they are saying at all. This company is lying. The incompetence is at a level I have never seen. They swear that they have nothing I have sent them in writing and I don't care what they say I made payments that have to this day not been deducted. They conveniently don't have anything that proves I'm right. I want out of this account immediately for what I honestly owe.
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:
This issue is not resolved, and I am still without my $400 gift card that was promised to me. The sales rep (Ian) who came to my house to get me to switch to Verizon used the gift card as a strong selling point. He even calculated how much I would have to pay [redacted] in order to break my contract. He explained that the $400 gift card would more than make up for the cost of breaking the contract with [redacted]. The sales rep told me that if I pick this particular package at the currently rate I am paying, I would receive the $400 gift card with 2-3 months. I would never have switched from [redacted] if this promotion wasn't offered. This is either poor training on Verizon's part, or it was a sales rep that scammed me into switching by offering something that he knew was incorrect. The sales rep also did not leave me with a sales receipt or a written list of everything that he sold me. I kept all of the documents that he gave me and this was not a part of the documents he gave me. Joyce D[redacted]'s response to Revdex.com states that I was given an option to pay more per month ($89.99) and then I would be eligible for the gift card. This doesn't make sense because if that was the initial offer that the sales rep told me about, I would never have switched from [redacted]. I only switched because of the package price I was quoted also came with the $400 gift card. It would not make sense for me to pay more for Verizon and break my contract with [redacted] and have to pay them as well. As for the email confirmation, that was mentioned in the reply letter from Verizon to Revdex.com, how is a customer to know that the promotion would be listed or not listed? The sales rep told me to check the email to make sure that the installation date was correct and that the services (phone, tv, internet) were correct as well. He never mentioned that the promotion would be listed there as well. As a new customer to Verizon, how would I know that the promotion would be listed? On top of that, I was told only after waiting 3 months (sales rep told me to call Verizon if I had not gotten my card in 3 months), that the promotion would have been listed in that email. By that time, I was not able to terminate my contract.Since this issue, I have had to call Verizon several times in order to resolve technical issues with my services. The email confirmations (which I was told to read carefully) have been incorrect. Because I know that I have to get everything in writing, I called yesterday (October **) in order to receive an email with the correct information that was quoted to me by Chenelle D[redacted] (Verizon Corporate Retention Team) on October **. The customer service rep and her supervisor were not able to send me an email with the correct information. In fact, the supervisor told me that there was an "error" and that they would have to resolve the issue the next day. I gave him my contact information and he told me he would call me between 4:30 and 5. It is now past 5 and I have not received a call from him. I only bring this situation up because I was told that I should have closely read the email confirmation to look for the $400 gift card, yet Verizon's email system is flawed because it continues to send out emails with incorrect information. I still have not received the correct email for this issue. I feel that Verizon should either honor the promotion that their sales rep offered me, or they should let me out of my contract because I switched to them under false pretenses. They told me false information to get me to sign up and then they will not let me get out of the contract. This does feel like a scam to me. Verizon offered a promotion to me in order to get my business and then refuse to honor that promotion or even let me leave the company without a penalty. This type of business behavior is unethical. I will continue to pursue resolution to this problem until I am either given what was offered to me ($400 gift card) or they let me out of my contract. I do not trust what Verizon tells me because they have given me false information time and again. I do not want to do business with Verizon, yet I am not able to get out of my contract without a penalty. This just does not seem right to me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. Our investigation concludes; equipment shows it was returned June 2015 and no equipment charges have been billed to the...
account. As of 7/**/15, the account reflects a credit balance of $21.65 that will be refunded in 1-2 billing cycles. Verizon has left voicemail on ###-###-####, communicated by email [redacted] and [redacted] but have not heard back from the customer. Verizon apologies for the inconvenience this has caused and trust that this information will assist you in closing this complaint. Sincerely, John T. Verizon SW Executive Relations ###-###-#### EXT [redacted]
CONFIDENTIAL COMMUNICATION August 10,...
2016 ...⇄ Revdex.com of Minnesota # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he purchased a TV from Fingerhut and started making payments in January 2016. He states his balance is higher than he believes it should be. Our records indicate Mr. [redacted] purchased a Seiki 32" 720p LED TV/DVD Combo on January 31, 2016. Our records indicate Mr. [redacted] is making his payments on time, paying the required minimum amount due each month. While Mr. [redacted]’s balance on his account is decreasing, interest charges are still be assessed to his account. As a reminder to Mr. [redacted], his account is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases of reductions in the account balance from month to month. This information is covered in the Terms and Conditions of the account, which Mr. [redacted] agreed to when he applied for this credit account. According to Mr. [redacted]’s complaint, he states Fingerhut has refunded $67.00 to his account, and requests that the remaining amount be refunded. We have no record of that exact amount being returned to Mr. [redacted]. We do, however, have record of Mr. [redacted] ordering an LG 32” Television on November 13, 2015, which was returned to us on December 8, 2015 because it was defective. An exact exchange was sent to Mr. [redacted] on December 8, 2015, and subsequently returned to us on January 29, 2016. The order total for the LG 32” Television was $529.98. No credit was given when the first television was returned because an exact exchange was set up. Upon return of the exchanged item, only the purchase price was credited, which left the original shipping and handling and the return label fee on the account. As a one-time courtesy, the shipping and handling, in the amount of $19.99, was credited on February 4, 2016. The return label fee, in the amount of $23.95, was credited as a one-time courtesy on February 8, 2016, to Mr. [redacted]’s credit card ending in [redacted]. At this time the current balance on Mr. [redacted]’s account is $275.42. A minimum payment of $20.99 is due by September 7, 2016. Mr. [redacted] can pay his balance down more quickly by making payments that are larger than the minimum amount due. If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
I am rejecting this response because: They...
provide horrible service. No one takes responsibility and not once was it stated about investigating the issue. It is not my fault that your office did not do their job and the "policies and procedures" are lacking horribly. The information provided is also false.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
A new order that goes through this same process with not enough details of current problems does not resolve my original complaint. I would rather stay with another provider of internet and television service as there is no compelling reason for me to attempt this again.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon speaking with [redacted], our billing representative adjusted the Early Termination Fee of $605.00 billed to the account. The account was closed as of December *, 2016. An email confirmation was sent per the customer's request. [redacted] had not further concerns...
regarding this matter.
ert/Angela D[redacted] Revdex.com case [redacted] returned my call she is disputing monthly charges after bundle renewal December **/2016 [redacted] noted 79.99 is what we have for her she is not understanding the additional discounts that we have...e center....108.97 plus taxes.....she said it should...
be 84.99 with the other discounts she is at 79.99, added filters to correct bundle to 79.99 , she has a 15.00 lec that will be ending May **, 2016 so after tax until May 93.35 then after lec discount expires plus 15.00 93.35 + 15.00 = 108.35.left voice mail as [redacted] requested A preview of the customer's estimated charges was successfully sent to [redacted]. The Email Reference number: [redacted] also advised the internet is working as it should, Resolved.
I am rejecting this response because:they fail to accecept the fact that billing statements and phone calls come from them,fingerhut continues to dial ###-###-#### in reference to mr [redacted] account. rude nasty people demanding I pay the bill myself. fingerhut also says after 3 months from the date of death they will stop, however it has been 6 weeks after the 3 months and they still continue. .if fingerhut does not cease all comunications regarding mr [redacted] account I will obtain legal counsel and I will sue fingerhut for continued harassment.
CONFIDENTIAL COMMUNICATION Dear Ms. [redacted], I am writing in response to the further inquiry we received from Ms. [redacted]. Ms. [redacted] has filed police report #[redacted] online as she is currently out of the country. However, she feels further action to validate the account should not be necessary on her part due to disputing the account under the FCRA, so that we are in fact responsible for providing validation. Please see our full and detailed response to the follow-up inquiry as a PDF attachment. Sincerely, Vi [redacted]Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION June 7, 2017 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] felt she should not be required to make payments on an order she received with missing parts. As such, she withheld payment, but did make payments once she had the parts. She further states, “Fingerhut took the $14.95 monthly payment and put it on my credit report as being late,” but she was given a $10.00 credit for the inconvenience which could only be used on a new order. Ms. [redacted] requests either the late payment be removed from her credit reporting or at least that her account be put into dispute with the credit bureaus. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
Dear Mediator,Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Amy A[redacted] expressed concern about Verizon charges that are billed at a higher rate than what she claims she was quoted. Upon review, Verizon found notes that...
substantiate [redacted]’s statement. Verizon communicated with [redacted] on 05/**/17 and advised we would be applying additional adjustments monthly to bring her pricing down to the amount of $145.55 for the life of the contract. While [redacted] requested pricing at the amount of $135, we advised there was an internet upgrade which caused the amount to increase by $10. [redacted] understood and was satisfied with our response. Furthermore, we have left our number with [redacted] should she have any additional questions or concerns.
Our investigation determined the customer was in a bundlewhich included a monthly credit of $48.99 for the TV which expired on 11/**/16and a $20 credit for the data which expired on 11/**/17. The customer renegotiated this bundle agreeing to $119.99bundle (FDV Triple Preferred HD) which included a...
$25 monthly credit. The service also includes 2 set-top boxes @$15.98 and Verizon World Plan 300 for $10 ($14.99 - $4.99) for a total of$145.97 before the taxes and surcharges. The confirmation email sent to the customer carried over thecredits being applied to the original bundle. The system failed to realize thecustomer was renegotiating the bundle. Therefore, the confirmation email incorrectlyshowed the total monthly rate with taxes and surcharges as $115.47 and theestimated first bill for $130.61. We apologize for the misinformation and arranged anadditional $15 monthly credit for 24 months