Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding the increase in their Verizon bill and the Regional Sports Network Fee. The Regional Sports Network Fee helps cover a portion of the costs Verizon pays to Regional Sports...
Network to deliver professional and collegiate sports programming in each local team’s territory. The consumer received a bill notice on 6/3/1* as a reminder a $6.39/ month FiOS TV Regional Sports Network (RSN) Fee has been applied to your bill. Verizon also sent bill messages to the consumer 2-3 months before the fee was added to their account. The consumer expressed concerns regarding their [redacted] email service. The consumer will need to contact [redacted] directly to address their concerns. Verizon has been unsuccessful in reaching the consumer to discuss their Verizon concerns. Verizon will mail a please call letter in hopes of speaking with the consumer.
CONFIDENTIAL COMMUNICATION
March 14, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted], regarding recent payment activity and the balance on her WebBank/Fingerhut Advantage Credit Account.
We appreciate Ms. [redacted] letting us know she never received billing statements from us. As required by law, account holders carrying a balance with us are sent a monthly statement showing all required and pertinent information for a given billing cycle. They have the option to choose one of two statement delivery methods--a paper one sent regular mail or an electronic one sent to the email on file.
Our records confirm that Ms. [redacted] opted to receive her statements electronically at the email address ar[redacted]@outlook.com. It is possible our statements could have been routed to a 'spam' folder or other folder depending on Ms. [redacted]'s personal email settings and preferences. However, it is Ms. [redacted]'s responsibility to check for receipt of these statements.
Our records also indicate that whenever a payment was missed on Ms. [redacted]'s account, she received payment reminder calls from our Billing/Recovery Department. In many instances, she declined the offer to make a payment arrangement and indicated she would pay at a later time. However, Ms. [redacted]'s account would frequently go unpaid despite our reminders and efforts to help bring it current. For each missed payment, a late fee was assessed, and this was the primary reason Ms. [redacted]'s balance increased over time.
Ms. [redacted]'s account is paid current as of the date of this response, due to the $93.98 payment we received on March 2, 2016. The next payment due on her account will be on April 27, 2016 for $46.99.
As a goodwill gesture to Ms. [redacted], we have credited the most recent late fee of $37.00. It has already been applied to her account and will reflect on her next statement for her records. Allowing for this credit, Ms. [redacted]'s balance is correct and no further adjustments will be made. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates she placed an order for a mattress, computer stand, platform bed with under dresser and a headboard. When Ms. [redacted] was contacted by the delivery company, they advised her the packaging on the mattress was ripped and the mattress was dirty. Ms. [redacted] refused delivery of the mattress and contacted Fingerhut the same day and the agent placed another order for the mattress per Ms. [redacted] request. When Ms. [redacted] opened the computer stand she realized there were parts missing and requested a postage paid label to return the computer stand. Ms. [redacted] also advised us she had not received the bed or the headboard. Ms. [redacted] advised the agent she no longer wanted the mattress, since she had not received the bed or the headboard and that she would return the computer stand when she received the postage paid label. Ms. [redacted] states she was advised she would receive full credit for the computer stand once we received the return. On January 20, 2017 Ms. [redacted] refused delivery of the second mattress. Ms. [redacted] states that she has spoken with Fingerhut at least three times after sending the items back and she has still not received full credit for all the items. Ms. [redacted] is requesting to receive full credit for all items on her account and to have no balance remaining. Our records indicate Ms. [redacted] placed her order on the website on December 28, 2016 and that all her items were shipped on December 29, 2016 in four separate shipments. On January 17, 2017 we received the return of the headboard. When the package was received there was no indication on the package from UPS that the item was undeliverable on three attempts and as such, no credit was issued for the original shipping and handling charges. Ms. [redacted] account was credited for $142.99. On January 20, 2017 we received the return of the platform bed. Since the tracking information indicates UPS attempted to deliver the item three times, the package was returned to Fingerhut and full credit was issued in the amount of $345.99. On January 31, 2017 credit was issued for the return of the original mattress which totaled $549.99. On February 9, 2017 we received the return of the second mattress and credit was issued for the cash price only of $379.99. On February 15, 2017 credit was issued for the return of the computer stand in the amount of $127.98. In our review of the tracking information on the second mattress and the headboard, we have credited the original shipping and handling since the items were never delivered to Ms. [redacted]. We have also credited the late fees and interest charges. The credits will be reflected on a future billing statement. We apologize for any inconvenience this has caused. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I will be able to accept their answer as resolved once they fulfill their promise on the [redacted] of January. Since the promised date has been delayed several times I would like to make sure before I close this complaint. In the past the promised date was November [redacted] 2015 and then was December [redacted] 2015
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION January 25, 2017 ...⇄ 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 is stating that she does not see the $25.00 credited to her account. Ms. [redacted] is showing a cancelled payment of $25.00. We have checked Ms. [redacted]’s account further and can confirm that on the second page of her monthly statements, the payments processed and the credit given for the duplicated payment are appearing. On Ms. [redacted]’s December 2016 statement, on page two, it shows both of the $25.00 payments, both made on December 2, 2016. On page two of Ms. [redacted]’s January 2017 statement it also shows an adjustment for a payment of $25.00 processed on December 16, 2016. This is the reversal of the second payment. We have investigated the screenshot Ms. [redacted] included with her complaint, and apologize for the confusion as we are displaying the most recent activity relative to the payments that occurred that day. We appreciate Ms. [redacted] sharing her feedback with us. Ms. [redacted] shows a cancelled payment on her bank transactions. The transaction shows cancelled as this was the payment that was reversed. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Please be advised, Verizon has spoken with the consumer and issued an order to disconnect services under telephone number ending #[redacted] and #[redacted]. A request has been placed to back date the billing on the account. Verizon is currently waiting for the final billing to generate. Verizon has a follow up...
set on the account to ensure the account balance has been zeroed out. Verizon has agreed to follow up directly with the consumer within approximately 2 weeks. Direct contact information has been provided to the consumer should he have any questions/concerns in the interim.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
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:
It was not made clear on your website that I would be cancelling a portion of my old contract in order to sign up for the new one, and when I initially logged in to pay my bill, the message gave the idea that it was urgent that I renew, and not that I would be better off signing up in 2 months. I hope that in the future you would make it clear on the website that the customer will be cancelling the old contract early, and provide the date at which the customer should renew if he/she wants to take advantage of the entire old contract.Although I am not satisfied with the answer, I do appreciate that you at least addressed that issue. Did you not find the rest of my questions even worthy of response? I ask that you please address the rest of my questions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On 11/**/17, a representative spoke with the customer via chat and arranged for customer to exchange router at Verizon Local Package Center. [redacted] advised that he would pick up the router the next day. The representative also confirmed with the Network Team that the service was provisioned...
correctly for 1G. The representative arranged for a follow-up call with the customer so he could check the speeds once the service was hardwired to new router.On 11/**/17, the representative spoke with the customer and confirmed that he received the router and the service was working fine. The customer had no other concerns.
Verizon made contact with the customer to advise the gift card is being shipped from the vendor and to allow 10 business days (from August **, 2015) for receipt of the gift card. The customer is satisfied with the resolution.
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Ms. [redacted] indicates she placed an order for a zebra print chair and upon receiving it there was a cut in the fabric of the chair and the Styrofoam was leaking out into the box. Ms. [redacted] states she contacted Fingerhut to resolve the issue and was advised she could return the item with the shipping label that was provided within 30 days. Ms. [redacted] indicates the item was a gift. Ms. [redacted] is requesting expedited shipping on the exchange. Our records indicate Ms. [redacted] contacted us on December 27, 2016 and advised us the item was received damaged and requested a package to return the item in as she no longer had the original shipping carton. This item shipped directly to Ms. [redacted] for our vendor. Ms. [redacted] was advised we have no way of sending packing materials for her to return the item in and explained she could use a different box to return the item in. The agent also advised we were unable to do an exchange for the item because it is out of stock. We sincerely apologize for any inconvenience this may have caused. Once the return is received full credit will be issued for the chair. The credit will be reflected on her monthly statement within 1-2 billing cycles after the return is received. Ms. [redacted] should continue making payments according to her monthly billing statement for the item she is not returning. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Please be advised Verizon added the lifeline plan on August **, 2015 with an effective billing date of August **, 2015 when we received the signed papers. I spoke to [redacted] today to confirm this information and no further assistance needed. . We trust this provides your office...
with the information required in this matter. Thank you, Ms. Morse Sr. Analyst 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 resolvedYou have no proof, as it is not the first time we called to fix overcharges on our bill. We knew we were moving out of state. We on 2 houses & one car outright & no longer need credit so you can take your collections bill & shove it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] is requesting additional credits. All additional credit has been sustained per the previous Revdex.com response. Per Verizon records [redacted] was out of service from 9/*/15 thru 10/*/15.
The customer has failed to respond to the Verizon business office escalation contact who has been attempting to reach her to address her renewed complaint for insufficient billing credit. The customer has been provided with a name and contact for that person and she may call that office at her convenience. Her complaint cannot be resolved without speaking to her. The customer has also been provided with the name, number, and email address for the Verizon Executive Relations case manager and again, she may contact that individual at her convenience. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
The Risk Assessment Center reviewed the order associated with the services installed and determined that there was no inquiry made concerning the customer’s credit when the order was placed. Attempts to contact the customer to discuss his concerns have not been successful.
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] has requested we call him regarding an order that was placed on his account. He claims he did not place this order and is repeatedly hung up on by representatives when he calls to discuss the issue. We attempted to call Mr. [redacted] at ###-###-#### on May 16, 2016 and again on May 18, 2016 but we were unable to reach him. Our records indicate an order was placed on our website (ORD[redacted]0) for a Sony PlayStation 4 500GB Console & Call of Duty: Black Ops III Bundle, with a two year service plan on April 6, 2016. Records indicate this order was cancelled per a customer request on the same day. A second order for the PlayStation was placed on our website on April 6, 2016, (ORD[redacted]2) and a request was made to cancel the order on April 11, 2016. We were unable to cancel the order as it had already shipped to 10007 NE 125th Lane Kirkland, WA with a tracking number of 1Z04XY[redacted]934. We were able to successfully cancel the two year service plan. When credit was given to cancel the two year service plan, a representative also inadvertently credited the amount for the PlayStation that had already shipped. Since our records indicate Mr. [redacted] has the PlayStation in his possession, his account was charged $490.98 for the cost of the PlayStation on May 18, 2016. In addition, we have replaced the two year service plan on the PlayStation that Mr. [redacted] has in his possession (ORD[redacted]8). If Mr. [redacted] no longer wishes to have the two year service plan, he may contact us to cancel and receive a full refund. On April 11, 2016 a third PlayStation was ordered via our website (ORD[redacted]6). This order was returned on April 26, 2016 and a credit was issued in the amount of $490.98. Our records indicate Mr. [redacted] spoke to several representatives on May 5, 2016. Our investigation confirms Mr. [redacted] was not transferred to a supervisor as requested, however we did not find that a representative disconnected a call. If Mr. [redacted] would like to discuss this matter further, he may contact our Executive Care Team directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding the increase in their Verizon bill and the Regional Sports Network Fee. The Regional Sports Network Fee helps cover a portion of the costs Verizon pays to Regional Sports...
Network to deliver professional and collegiate sports programming in each local team’s territory. The consumer received a bill notice on 6/3/1* as a reminder a $6.39/ month FiOS TV Regional Sports Network (RSN) Fee has been applied to your bill. Verizon also sent bill messages to the consumer 2-3 months before the fee was added to their account. The consumer expressed concerns regarding their [redacted] email service. The consumer will need to contact [redacted] directly to address their concerns. Verizon has been unsuccessful in reaching the consumer to discuss their Verizon concerns. Verizon will mail a please call letter in hopes of speaking with the consumer.
CONFIDENTIAL COMMUNICATION
March 14, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted], regarding recent payment activity and the balance on her WebBank/Fingerhut Advantage Credit Account.
We appreciate Ms. [redacted] letting us know she never received billing statements from us. As required by law, account holders carrying a balance with us are sent a monthly statement showing all required and pertinent information for a given billing cycle. They have the option to choose one of two statement delivery methods--a paper one sent regular mail or an electronic one sent to the email on file.
Our records confirm that Ms. [redacted] opted to receive her statements electronically at the email address ar[redacted]@outlook.com. It is possible our statements could have been routed to a 'spam' folder or other folder depending on Ms. [redacted]'s personal email settings and preferences. However, it is Ms. [redacted]'s responsibility to check for receipt of these statements.
Our records also indicate that whenever a payment was missed on Ms. [redacted]'s account, she received payment reminder calls from our Billing/Recovery Department. In many instances, she declined the offer to make a payment arrangement and indicated she would pay at a later time. However, Ms. [redacted]'s account would frequently go unpaid despite our reminders and efforts to help bring it current. For each missed payment, a late fee was assessed, and this was the primary reason Ms. [redacted]'s balance increased over time.
Ms. [redacted]'s account is paid current as of the date of this response, due to the $93.98 payment we received on March 2, 2016. The next payment due on her account will be on April 27, 2016 for $46.99.
As a goodwill gesture to Ms. [redacted], we have credited the most recent late fee of $37.00. It has already been applied to her account and will reflect on her next statement for her records. Allowing for this credit, Ms. [redacted]'s balance is correct and no further adjustments will be made. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
I am rejecting this response because:
I have priced the cables and 60 buck will not cover all the cost for the cables.
CONFIDENTIAL COMMUNICATION March 2, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] indicates she placed an order for a mattress, computer stand, platform bed with under dresser and a headboard. When Ms. [redacted] was contacted by the delivery company, they advised her the packaging on the mattress was ripped and the mattress was dirty. Ms. [redacted] refused delivery of the mattress and contacted Fingerhut the same day and the agent placed another order for the mattress per Ms. [redacted] request. When Ms. [redacted] opened the computer stand she realized there were parts missing and requested a postage paid label to return the computer stand. Ms. [redacted] also advised us she had not received the bed or the headboard. Ms. [redacted] advised the agent she no longer wanted the mattress, since she had not received the bed or the headboard and that she would return the computer stand when she received the postage paid label. Ms. [redacted] states she was advised she would receive full credit for the computer stand once we received the return. On January 20, 2017 Ms. [redacted] refused delivery of the second mattress. Ms. [redacted] states that she has spoken with Fingerhut at least three times after sending the items back and she has still not received full credit for all the items. Ms. [redacted] is requesting to receive full credit for all items on her account and to have no balance remaining. Our records indicate Ms. [redacted] placed her order on the website on December 28, 2016 and that all her items were shipped on December 29, 2016 in four separate shipments. On January 17, 2017 we received the return of the headboard. When the package was received there was no indication on the package from UPS that the item was undeliverable on three attempts and as such, no credit was issued for the original shipping and handling charges. Ms. [redacted] account was credited for $142.99. On January 20, 2017 we received the return of the platform bed. Since the tracking information indicates UPS attempted to deliver the item three times, the package was returned to Fingerhut and full credit was issued in the amount of $345.99. On January 31, 2017 credit was issued for the return of the original mattress which totaled $549.99. On February 9, 2017 we received the return of the second mattress and credit was issued for the cash price only of $379.99. On February 15, 2017 credit was issued for the return of the computer stand in the amount of $127.98. In our review of the tracking information on the second mattress and the headboard, we have credited the original shipping and handling since the items were never delivered to Ms. [redacted]. We have also credited the late fees and interest charges. The credits will be reflected on a future billing statement. We apologize for any inconvenience this has caused. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I will be able to accept their answer as resolved once they fulfill their promise on the [redacted] of January. Since the promised date has been delayed several times I would like to make sure before I close this complaint. In the past the promised date was November [redacted] 2015 and then was December [redacted] 2015
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION January 25, 2017 ...⇄ 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 is stating that she does not see the $25.00 credited to her account. Ms. [redacted] is showing a cancelled payment of $25.00. We have checked Ms. [redacted]’s account further and can confirm that on the second page of her monthly statements, the payments processed and the credit given for the duplicated payment are appearing. On Ms. [redacted]’s December 2016 statement, on page two, it shows both of the $25.00 payments, both made on December 2, 2016. On page two of Ms. [redacted]’s January 2017 statement it also shows an adjustment for a payment of $25.00 processed on December 16, 2016. This is the reversal of the second payment. We have investigated the screenshot Ms. [redacted] included with her complaint, and apologize for the confusion as we are displaying the most recent activity relative to the payments that occurred that day. We appreciate Ms. [redacted] sharing her feedback with us. Ms. [redacted] shows a cancelled payment on her bank transactions. The transaction shows cancelled as this was the payment that was reversed. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Please be advised, Verizon has spoken with the consumer and issued an order to disconnect services under telephone number ending #[redacted] and #[redacted]. A request has been placed to back date the billing on the account. Verizon is currently waiting for the final billing to generate. Verizon has a follow up...
set on the account to ensure the account balance has been zeroed out. Verizon has agreed to follow up directly with the consumer within approximately 2 weeks. Direct contact information has been provided to the consumer should he have any questions/concerns in the interim.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
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:
It was not made clear on your website that I would be cancelling a portion of my old contract in order to sign up for the new one, and when I initially logged in to pay my bill, the message gave the idea that it was urgent that I renew, and not that I would be better off signing up in 2 months. I hope that in the future you would make it clear on the website that the customer will be cancelling the old contract early, and provide the date at which the customer should renew if he/she wants to take advantage of the entire old contract.Although I am not satisfied with the answer, I do appreciate that you at least addressed that issue. Did you not find the rest of my questions even worthy of response? I ask that you please address the rest of my questions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On 11/**/17, a representative spoke with the customer via chat and arranged for customer to exchange router at Verizon Local Package Center. [redacted] advised that he would pick up the router the next day. The representative also confirmed with the Network Team that the service was provisioned...
correctly for 1G. The representative arranged for a follow-up call with the customer so he could check the speeds once the service was hardwired to new router.On 11/**/17, the representative spoke with the customer and confirmed that he received the router and the service was working fine. The customer had no other concerns.
Verizon made contact with the customer to advise the gift card is being shipped from the vendor and to allow 10 business days (from August **, 2015) for receipt of the gift card. The customer is satisfied with the resolution.
CONFIDENTIAL COMMUNICATION January 12, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Ms. [redacted] indicates she placed an order for a zebra print chair and upon receiving it there was a cut in the fabric of the chair and the Styrofoam was leaking out into the box. Ms. [redacted] states she contacted Fingerhut to resolve the issue and was advised she could return the item with the shipping label that was provided within 30 days. Ms. [redacted] indicates the item was a gift. Ms. [redacted] is requesting expedited shipping on the exchange. Our records indicate Ms. [redacted] contacted us on December 27, 2016 and advised us the item was received damaged and requested a package to return the item in as she no longer had the original shipping carton. This item shipped directly to Ms. [redacted] for our vendor. Ms. [redacted] was advised we have no way of sending packing materials for her to return the item in and explained she could use a different box to return the item in. The agent also advised we were unable to do an exchange for the item because it is out of stock. We sincerely apologize for any inconvenience this may have caused. Once the return is received full credit will be issued for the chair. The credit will be reflected on her monthly statement within 1-2 billing cycles after the return is received. Ms. [redacted] should continue making payments according to her monthly billing statement for the item she is not returning. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Please be advised Verizon added the lifeline plan on August **, 2015 with an effective billing date of August **, 2015 when we received the signed papers. I spoke to [redacted] today to confirm this information and no further assistance needed. . We trust this provides your office...
with the information required in this matter. Thank you, Ms. Morse Sr. Analyst 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 resolvedYou have no proof, as it is not the first time we called to fix overcharges on our bill. We knew we were moving out of state. We on 2 houses & one car outright & no longer need credit so you can take your collections bill & shove it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] is requesting additional credits. All additional credit has been sustained per the previous Revdex.com response. Per Verizon records [redacted] was out of service from 9/*/15 thru 10/*/15.
The customer has failed to respond to the Verizon business office escalation contact who has been attempting to reach her to address her renewed complaint for insufficient billing credit. The customer has been provided with a name and contact for that person and she may call that office at her convenience. Her complaint cannot be resolved without speaking to her. The customer has also been provided with the name, number, and email address for the Verizon Executive Relations case manager and again, she may contact that individual at her convenience. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
The Risk Assessment Center reviewed the order associated with the services installed and determined that there was no inquiry made concerning the customer’s credit when the order was placed. Attempts to contact the customer to discuss his concerns have not been successful.
CONFIDENTIAL COMMUNICATION May 23,...
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] has requested we call him regarding an order that was placed on his account. He claims he did not place this order and is repeatedly hung up on by representatives when he calls to discuss the issue. We attempted to call Mr. [redacted] at ###-###-#### on May 16, 2016 and again on May 18, 2016 but we were unable to reach him. Our records indicate an order was placed on our website (ORD[redacted]0) for a Sony PlayStation 4 500GB Console & Call of Duty: Black Ops III Bundle, with a two year service plan on April 6, 2016. Records indicate this order was cancelled per a customer request on the same day. A second order for the PlayStation was placed on our website on April 6, 2016, (ORD[redacted]2) and a request was made to cancel the order on April 11, 2016. We were unable to cancel the order as it had already shipped to 10007 NE 125th Lane Kirkland, WA with a tracking number of 1Z04XY[redacted]934. We were able to successfully cancel the two year service plan. When credit was given to cancel the two year service plan, a representative also inadvertently credited the amount for the PlayStation that had already shipped. Since our records indicate Mr. [redacted] has the PlayStation in his possession, his account was charged $490.98 for the cost of the PlayStation on May 18, 2016. In addition, we have replaced the two year service plan on the PlayStation that Mr. [redacted] has in his possession (ORD[redacted]8). If Mr. [redacted] no longer wishes to have the two year service plan, he may contact us to cancel and receive a full refund. On April 11, 2016 a third PlayStation was ordered via our website (ORD[redacted]6). This order was returned on April 26, 2016 and a credit was issued in the amount of $490.98. Our records indicate Mr. [redacted] spoke to several representatives on May 5, 2016. Our investigation confirms Mr. [redacted] was not transferred to a supervisor as requested, however we did not find that a representative disconnected a call. If Mr. [redacted] would like to discuss this matter further, he may contact our Executive Care Team directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
I am rejecting this response because:
It does not address the actual main complaint because it does answer the actual question.