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 was told a $37.00 late fee would be removed from his account. He states he was told as a courtesy Fingerhut would waive a late fee every 12 months being he has never had a late fee. Mr. [redacted] states a late fee of $6.99 was waived. His desired resolution is to have his balance adjusted and be credited for two months due to poor customer service. We were able to locate the chat transcript Mr. [redacted] had with a representative on July 17, 2016. During this conversation the representative correctly advised Ms. [redacted] we would waive the $6.99 late fee assessed on June 20, 2016 as a one-time exception. We have no record of Mr. [redacted] being told we would waive more than the $6.99 late fee. Upon opening an account with Fingerhut, Mr. [redacted] agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount 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.” We received a payment in the amount of $6.99 from Mr. [redacted] on July 18, 2016. This did not meet the minimum amount due of $86.99. On July 20, 2016 Mr. [redacted] was charged a late fee in the amount of $27.00. Please note that when the full monthly payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. We have not received a payment from Mr. [redacted] since July 18, 2016. This resulted in an additional late fee of $37.00 applied to his account on August 20, 2016. At this time Mr. [redacted]’s account has a past due amount of $86.00, and a total minimum due of $133.98 due by September 20, 2016. To make payment arrangements we ask that Mr. [redacted] contacts our Payment Department at ###-###-#### Monday through Friday 7:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Verizon Fiber Solution Center representatives have verified that there is no trouble with the customer's service. The representative spoke with the customer and advised him to send and email to the app developers at Verizon from his tablet. The customer has done this. The Verizon app developers are...
working to resolve the issue with this customer's one tablet. Verizon's investigation could find no evidence that a Verizon employee hacked or tampered with the customer's tablet in any way. Verizon will follow up with the customer on the permanent resolution to this issue.
A Specialist spoke with the customer on February [redacted] to discuss her billing. The Specialist went over the bills and services with the customer. According to our records, the customer ordered service in January **, 2016. The confirmation and her bills show with her plan a $20.00 discount...
which would expire in twelve months on January **, 2017 and her promotion for the Fully Loaded Entertainment Package would also expire January **, 2017. As a result her bill went up total of $70.00. The customer said she doesn't read her bills she does her billing online. The Specialist advised the customer that she is able to see break down of bill on line with discounts etc. The customer stated when she spoke to representative they advised her to pay $158.00 for the Jan **, 2017 bill. The customer did pay the $158.00, but the rep never applied the credit to bring the bill to $158.00. The Specialist applied the credit from January of $68.60 on February [redacted]. The customer paid $63.60 on February **, 2017 and with credit the customer owes $60.49, advised pay by date March **, 2017. On January [redacted] the customer was given a Valued Customer credit of $30 for 12 months and will expire on January **, 2018. The customer current contract is due to expire January **, 2018. The customer stated she understood and was satisfied with the outcome.Our records show that there have been three repair tickets for no dial tone. The first was on August **, 2016 and it was closed on August [redacted] The second ticket was opened on January **, 2017 and closed on January **, 2017. The last ticket was on February **, 2017 and closed on the same day. An out of service credit of $47.36 was issued on March *, 2017. The customer confirmed that the services were working now.
Revdex.com:The issue has been resolved. It was resovled this AM after speaking with a supervisor, who did a terrific job listening and reviewing the case. I do wish however this would not have taken calling in talking to a new representative attempting to fix the issue as many times as...
it had; I have spent over 6 hours on the phone trying to resolve this issue. But luckly this most recent time we were able to get a hold of a very helpful supervisor.
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:
I have made multiple calls to Yvonne who is supposed to be helping me, I have left over 6 messages, I have yet to speak to her.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION October 20, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account ending in [redacted] issued by WebBank. Mr. [redacted] states his Fingerhut debt was settled with a collection agency over thirty days ago. Mr. [redacted] further states he sent proof to Fingerhut that he had paid off the bill, but Fingerhut is still showing his account as a delinquent online. Mr. [redacted] is requesting for Fingerhut to update the online billing statement to a paid in full status. According to our records, an application for credit with Fingerhut was processed online October 15, 2013. Mr. [redacted] was approved for a Fingerhut FreshStart Installment Loan account with a credit limit of $230.00. One order was placed on May 1, 2014 for a MTX Road Thunder 8" Powered Bass Tube. A payment of $30.00 was processed at the time of the order with a Visa debit card. Additional payments were processed with the Visa debit card and a checking account. The last payment was received on February 6, 2015 for $15.00. As no additional payments were received, Mr. [redacted]’s account charged off on June 5, 2015 with an unpaid balance of $164.86. At this time, Fingerhut ceased collection activity. The account was sold to [redacted] Services on July 29, 2015. Our records indicate, an additional payment was received for $0.40 on September 16, 2016, after the account was sold to [redacted] Services. The payment has been forwarded to [redacted] Services as Fingerhut no longer owns the account. If Mr. [redacted] logs onto Fingerhut.com to view his account, the account information is still visible as Mr. [redacted] has the right to review it. Payments made to the account’s new owner will not be reflected in the balance on Fingerhut.com. According to an account review on October 13, 2016, Equifax, Trans Union and Experian are accurately reporting Mr. [redacted]’s account as Purchased by Another Lender or Transfer/Sold with a zero balance. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Mr. [redacted] has questions regarding what [redacted] may or not be reporting, they can be reached directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
Initial Business Response /* (1000, 5, 2015/07/22) */
CONFIDENTIAL COMMUNICATION
July 21, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] is a valued customer, and we regret any difficulty she experienced as a result of the changes to her credit line as described in the inquiry.
Strong performing accounts may be issued a credit line increase, either temporary or permanent. If purchases are made to the account while a temporary increase is in effect, the regular limit receives a permanent increase equal to the combined total of the purchases. If no purchases are made, the temporary increase expires and the regular limit is restored. Customers are sent reminders of the temporary increase by regular mail or email; this was the case with Ms. [redacted], and we apologize for any confusion these reminders may have caused.
Prior to the most recent temporary increase we issued, Ms. [redacted]'s regular credit limit was set at $404. This is what we intended to explain with the first letter she states she received titled "Credit Update"; there was no expiration date given since it had to do with her regular fixed limit only.
On April 2, 2015, Ms. [redacted]'s account was issued a temporary credit line increase of $600 (making her new, temporary limit $1004). This is what was explained in the second letter she states she received titled "Great News!". Included was the temporary increase expiration date of June 30, 2015, which Ms. [redacted] confirms having seen. It intended to explain that however much of the $600 Ms. [redacted] used for new purchases before the expiration date, she would receive the same amount as a permanent increase to her regular fixed limit. If she did not make any new purchases before the expiration date while still making on-time payments during that time, she would still receive a $200 permanent increase to her regular fixed limit.
Our records show that Ms. [redacted] did not make any new purchases before the temporary increase expired on June 30, 2015. Because all of her payments were made on time, she did receive the $200 permanent increase on July 5, 2015. As a result, Ms. [redacted]'s new fixed credit limit is $604. Unfortunately, the order Ms. [redacted] attempted to place on July 4, 2015 for $887.85 was declined because the temporary increase had already expired, and she no longer had sufficient available credit for it.
We apologize, but we are unable to reinstate the previous increase because they are issued as a result of ongoing, systematic monitoring of account activity data. Ms. [redacted] will be notified if and when our system again determines her to be eligible for such an increase.
Thank you for the opportunity to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "ongoing, systematic monitoring of account activity data" is obviously not a part of your consumers understanding. I am sure I am not the first person who has gotten mixed messages from your advertising. If you state that there is a credit deadline on one letter & follow up with succeeding letters which state credit update in huge letters which have no deadlines on them, there is no way to draw an absolute conclusion about the process. Your calculations may have an ongoing theory of operation but there is no way for the consumer to actively absolutely calculate what is available, meaning the final decision will be up to Fingerhut when & if they want to make allowances - the consumer will remain unsure. In addition, we really don't want to be breaking out our calculators to try & decide how much credit we may be getting (& whether or not we really have a deadline) - which by the way I did observe only on the first advertisement. So maybe you could be more consistent & less confusing about deadlines, that is, if you really want people to spend money - it would be helpful. So - no I am not satisfied with your answer & you have lost a good customer.
Initial Business Response /* (1000, 5, 2016/03/10) */
CONFIDENTIAL COMMUNICATION
March 10, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] contacted Fingerhut on February 29, 2016 to place an order using a catalog that was mailed on January 19, 2016. As stated in the Blue Pages of the catalog under Prices "Prices and rates are good for 30 days from the mail date of a catalog".
We apologize but we are unable to honor the price of the crockpot that was offered in that catalog at this time. If Ms. [redacted] would like to place an order we advise her to call [redacted] or she may place her order online at www.Fingerhut.com
We apologize for any inconvenience this may have caused. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
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:
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:
[Please note: That Verizon sent me a note saying they would not charge us for the account since we never had one.They started sending me bills for an account I do not have. I do not want this to effect my credit rating and I want Verizonto stop sending me bills for a service I do not have.]
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 find that this resolution is satisfactory to me and the matter has been resolved. Thank you so much for your time and assistance on this matter.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
CONFIDENTIAL COMMUNICATION
August 20, 2015
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted] S [redacted] XXXXX
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.
It is in regards to Mr. [redacted]'s purchase dated July 6, 2015 for a HP Pavillion 500 8GB Windows 8.1 Desktop Computer. We regret to learn of the problems he experienced with the computer and having it returned to us.
In rare instances, a customer's return package will go missing at a sorting facility or some other stage of the return delivery process. There is strong indication that this is what occurred with the computer Mr. [redacted] shipped back to us, as evidenced by United States Postal Service tracking number XXXXXXXXXXXXXXXXXXXXXX.
The records further show that Mr. [redacted] obtained an affidavit of non-receipt of returned merchandise on the Fingerhut website. He then sent us the fully completed form as an email attachment on August 10, 2015.
As a result, we were able to carry out an investigation and have approved Mr. [redacted]'s claim. On August 19, 2015, credit adjustments were issued to his account covering the full cost of the computer, including shipping/handling, and the one-year Extended Service Plan he purchased for additional warranty coverage. Although already applied to the account, these credits will reflect on an upcoming billing statement for Mr. [redacted]'s records.
We apologize for any inconvenience and appreciate Mr. [redacted]'s patience throughout this resolution process.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company addressed my complaint and refunded the price of the defective computer that was returned. I am satisfied with the outcome.
Revdex.com:
I am not 100% satisfied with the response from Verizon. I have reviewed the response made by the business in reference to complaint ID [redacted], and although I am not satisfied, I will accept the offer from Verizon crediting my account. I did receive the package for them modem and I sent it out via UPS as the instruction said. However, I never had the full conversation with the rep, because I was at work and not able to talk on the phone. He told me that he will give me a call back, never did. I called him back but he didn't answer. There was never a full discussion of what happend with the rep. He did mention something about service satisfaction guarantee, but what the rep says is true, that their website is misleading. First of all, as the attached image from Veriozon website, they do mention 30 day money back guarantee, not 'service guarantee'. Second, I was not supposed to be charged $120 wiring fee to start with, according to the technician who did wiring, and this was confirmed by his supervisor. I am attaching the copy of the image directly from Verizon Small Business Web, and if needed I can even provide the technicians name and phone number. He confirmed with his supervisor that the fee of $120 will not be charged even before this whole issue occurred. Without any explaination or apology from Veriozn, I am very disappointed, but as long as they credit my accout and I am not liable for any fees, I will accept.I want to see 0.00 balance final bill from Verizon. Thank you.
Sincerely,
[redacted]
A customer service representative spoke with the customer regarding his billing concerns and apologized for the problems he experienced. Our records show that the customer’s bill was to be adjusted $12.00 each month until March 2017 to compensate for the price of the router, lowering his bill...
to $145.00 per month. The customer stated that he had been advised that his monthly amount would be $135.00. The representative reduced his bundle amount to $94.99 which will bring his bill to approximately $135.00 after the adjustment of $12.00 for the router. The representative explained that the bottom line price can be affected by tax, surcharges & equipment. The representative noted that the customer understands and is satisfied with the resolution.
A Verizon representative spoke with [redacted] on August **, 2015. We have reviewed the three repair tickets with [redacted] and advised the $91.00 charge is valid. We were on premise two times and we have rewired a jack as well as bypassed the alarm that has restored dialtone. [redacted]...
[redacted] does not agree with our findings and charges. Verizon considers this matter as resolved even though we were unable to come to an agreement of the charges being valid.
I am rejecting this response because:
Consumer stated they have not received a call from the business. Consumer stated they have left multiple voicemails on the phone number provided and have not received a call back.
We have been unable to speak with the customer directly and have sent a letter and email asking the customer to contact us regarding his internet service issues. Once we speak with the customer, Verizon will be happy to discuss his service issue. Verizon is scheduled to bury the customer’s...
line on 09/**/17. The set-up fee has also been waived because of all of the problems this customer has experienced with his installation.
Upon receipt of this complaint we spoke with [redacted] who advised she was upset bill isnt $121.61 as she was quoted on 02/**/2016 when she rebundled for two more years. [redacted]'s service order confirmation shows 121.61. The service order confirmation was...
sent carrying over two bundle discounts in error. We apologized she had to call multiple times totry and have the issue resolved. We set up a recurring adjustment of $32.91 to match the $121.61 price quote. We adjusted the previous bills feb march april and may the total of adjustments was $164.55. We advised her daughter [redacted], she was satisfied with the resolution. [redacted] will call back directly if she has any concerns in the future
The case was sent to the business office for review.Records indicate the original account number was [redacted] and that the new account number is [redacted]-###-###-#### with the correct number ###-###-####. The gift card in question is showing on the profile for the account and it can take up to 90...
days to process.On 5/**/17, a specialist spoke with John, the customer's son, and explained that all billing is correct and that the gift card will be processed in his father's name. The specialist provided her contact information if needed and the customer was satisfied with this resolution.
CONFIDENTIAL COMMUNICATION August 30,...
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 was told a $37.00 late fee would be removed from his account. He states he was told as a courtesy Fingerhut would waive a late fee every 12 months being he has never had a late fee. Mr. [redacted] states a late fee of $6.99 was waived. His desired resolution is to have his balance adjusted and be credited for two months due to poor customer service. We were able to locate the chat transcript Mr. [redacted] had with a representative on July 17, 2016. During this conversation the representative correctly advised Ms. [redacted] we would waive the $6.99 late fee assessed on June 20, 2016 as a one-time exception. We have no record of Mr. [redacted] being told we would waive more than the $6.99 late fee. Upon opening an account with Fingerhut, Mr. [redacted] agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount 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.” We received a payment in the amount of $6.99 from Mr. [redacted] on July 18, 2016. This did not meet the minimum amount due of $86.99. On July 20, 2016 Mr. [redacted] was charged a late fee in the amount of $27.00. Please note that when the full monthly payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. We have not received a payment from Mr. [redacted] since July 18, 2016. This resulted in an additional late fee of $37.00 applied to his account on August 20, 2016. At this time Mr. [redacted]’s account has a past due amount of $86.00, and a total minimum due of $133.98 due by September 20, 2016. To make payment arrangements we ask that Mr. [redacted] contacts our Payment Department at ###-###-#### Monday through Friday 7:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Verizon Fiber Solution Center representatives have verified that there is no trouble with the customer's service. The representative spoke with the customer and advised him to send and email to the app developers at Verizon from his tablet. The customer has done this. The Verizon app developers are...
working to resolve the issue with this customer's one tablet. Verizon's investigation could find no evidence that a Verizon employee hacked or tampered with the customer's tablet in any way. Verizon will follow up with the customer on the permanent resolution to this issue.
A Specialist spoke with the customer on February [redacted] to discuss her billing. The Specialist went over the bills and services with the customer. According to our records, the customer ordered service in January **, 2016. The confirmation and her bills show with her plan a $20.00 discount...
which would expire in twelve months on January **, 2017 and her promotion for the Fully Loaded Entertainment Package would also expire January **, 2017. As a result her bill went up total of $70.00. The customer said she doesn't read her bills she does her billing online. The Specialist advised the customer that she is able to see break down of bill on line with discounts etc. The customer stated when she spoke to representative they advised her to pay $158.00 for the Jan **, 2017 bill. The customer did pay the $158.00, but the rep never applied the credit to bring the bill to $158.00. The Specialist applied the credit from January of $68.60 on February [redacted]. The customer paid $63.60 on February **, 2017 and with credit the customer owes $60.49, advised pay by date March **, 2017. On January [redacted] the customer was given a Valued Customer credit of $30 for 12 months and will expire on January **, 2018. The customer current contract is due to expire January **, 2018. The customer stated she understood and was satisfied with the outcome.Our records show that there have been three repair tickets for no dial tone. The first was on August **, 2016 and it was closed on August [redacted] The second ticket was opened on January **, 2017 and closed on January **, 2017. The last ticket was on February **, 2017 and closed on the same day. An out of service credit of $47.36 was issued on March *, 2017. The customer confirmed that the services were working now.
Revdex.com:The issue has been resolved. It was resovled this AM after speaking with a supervisor, who did a terrific job listening and reviewing the case. I do wish however this would not have taken calling in talking to a new representative attempting to fix the issue as many times as...
it had; I have spent over 6 hours on the phone trying to resolve this issue. But luckly this most recent time we were able to get a hold of a very helpful supervisor.
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:
I have made multiple calls to Yvonne who is supposed to be helping me, I have left over 6 messages, I have yet to speak to her.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION October 20, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account ending in [redacted] issued by WebBank. Mr. [redacted] states his Fingerhut debt was settled with a collection agency over thirty days ago. Mr. [redacted] further states he sent proof to Fingerhut that he had paid off the bill, but Fingerhut is still showing his account as a delinquent online. Mr. [redacted] is requesting for Fingerhut to update the online billing statement to a paid in full status. According to our records, an application for credit with Fingerhut was processed online October 15, 2013. Mr. [redacted] was approved for a Fingerhut FreshStart Installment Loan account with a credit limit of $230.00. One order was placed on May 1, 2014 for a MTX Road Thunder 8" Powered Bass Tube. A payment of $30.00 was processed at the time of the order with a Visa debit card. Additional payments were processed with the Visa debit card and a checking account. The last payment was received on February 6, 2015 for $15.00. As no additional payments were received, Mr. [redacted]’s account charged off on June 5, 2015 with an unpaid balance of $164.86. At this time, Fingerhut ceased collection activity. The account was sold to [redacted] Services on July 29, 2015. Our records indicate, an additional payment was received for $0.40 on September 16, 2016, after the account was sold to [redacted] Services. The payment has been forwarded to [redacted] Services as Fingerhut no longer owns the account. If Mr. [redacted] logs onto Fingerhut.com to view his account, the account information is still visible as Mr. [redacted] has the right to review it. Payments made to the account’s new owner will not be reflected in the balance on Fingerhut.com. According to an account review on October 13, 2016, Equifax, Trans Union and Experian are accurately reporting Mr. [redacted]’s account as Purchased by Another Lender or Transfer/Sold with a zero balance. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Mr. [redacted] has questions regarding what [redacted] may or not be reporting, they can be reached directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
Initial Business Response /* (1000, 5, 2015/07/22) */
CONFIDENTIAL COMMUNICATION
July 21, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] is a valued customer, and we regret any difficulty she experienced as a result of the changes to her credit line as described in the inquiry.
Strong performing accounts may be issued a credit line increase, either temporary or permanent. If purchases are made to the account while a temporary increase is in effect, the regular limit receives a permanent increase equal to the combined total of the purchases. If no purchases are made, the temporary increase expires and the regular limit is restored. Customers are sent reminders of the temporary increase by regular mail or email; this was the case with Ms. [redacted], and we apologize for any confusion these reminders may have caused.
Prior to the most recent temporary increase we issued, Ms. [redacted]'s regular credit limit was set at $404. This is what we intended to explain with the first letter she states she received titled "Credit Update"; there was no expiration date given since it had to do with her regular fixed limit only.
On April 2, 2015, Ms. [redacted]'s account was issued a temporary credit line increase of $600 (making her new, temporary limit $1004). This is what was explained in the second letter she states she received titled "Great News!". Included was the temporary increase expiration date of June 30, 2015, which Ms. [redacted] confirms having seen. It intended to explain that however much of the $600 Ms. [redacted] used for new purchases before the expiration date, she would receive the same amount as a permanent increase to her regular fixed limit. If she did not make any new purchases before the expiration date while still making on-time payments during that time, she would still receive a $200 permanent increase to her regular fixed limit.
Our records show that Ms. [redacted] did not make any new purchases before the temporary increase expired on June 30, 2015. Because all of her payments were made on time, she did receive the $200 permanent increase on July 5, 2015. As a result, Ms. [redacted]'s new fixed credit limit is $604. Unfortunately, the order Ms. [redacted] attempted to place on July 4, 2015 for $887.85 was declined because the temporary increase had already expired, and she no longer had sufficient available credit for it.
We apologize, but we are unable to reinstate the previous increase because they are issued as a result of ongoing, systematic monitoring of account activity data. Ms. [redacted] will be notified if and when our system again determines her to be eligible for such an increase.
Thank you for the opportunity to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "ongoing, systematic monitoring of account activity data" is obviously not a part of your consumers understanding. I am sure I am not the first person who has gotten mixed messages from your advertising. If you state that there is a credit deadline on one letter & follow up with succeeding letters which state credit update in huge letters which have no deadlines on them, there is no way to draw an absolute conclusion about the process. Your calculations may have an ongoing theory of operation but there is no way for the consumer to actively absolutely calculate what is available, meaning the final decision will be up to Fingerhut when & if they want to make allowances - the consumer will remain unsure. In addition, we really don't want to be breaking out our calculators to try & decide how much credit we may be getting (& whether or not we really have a deadline) - which by the way I did observe only on the first advertisement. So maybe you could be more consistent & less confusing about deadlines, that is, if you really want people to spend money - it would be helpful. So - no I am not satisfied with your answer & you have lost a good customer.
Initial Business Response /* (1000, 5, 2016/03/10) */
CONFIDENTIAL COMMUNICATION
March 10, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] contacted Fingerhut on February 29, 2016 to place an order using a catalog that was mailed on January 19, 2016. As stated in the Blue Pages of the catalog under Prices "Prices and rates are good for 30 days from the mail date of a catalog".
We apologize but we are unable to honor the price of the crockpot that was offered in that catalog at this time. If Ms. [redacted] would like to place an order we advise her to call [redacted] or she may place her order online at www.Fingerhut.com
We apologize for any inconvenience this may have caused. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
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:
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:
[Please note: That Verizon sent me a note saying they would not charge us for the account since we never had one.They started sending me bills for an account I do not have. I do not want this to effect my credit rating and I want Verizonto stop sending me bills for a service I do not have.]
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 find that this resolution is satisfactory to me and the matter has been resolved. Thank you so much for your time and assistance on this matter.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
CONFIDENTIAL COMMUNICATION
August 20, 2015
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted] S [redacted] XXXXX
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.
It is in regards to Mr. [redacted]'s purchase dated July 6, 2015 for a HP Pavillion 500 8GB Windows 8.1 Desktop Computer. We regret to learn of the problems he experienced with the computer and having it returned to us.
In rare instances, a customer's return package will go missing at a sorting facility or some other stage of the return delivery process. There is strong indication that this is what occurred with the computer Mr. [redacted] shipped back to us, as evidenced by United States Postal Service tracking number XXXXXXXXXXXXXXXXXXXXXX.
The records further show that Mr. [redacted] obtained an affidavit of non-receipt of returned merchandise on the Fingerhut website. He then sent us the fully completed form as an email attachment on August 10, 2015.
As a result, we were able to carry out an investigation and have approved Mr. [redacted]'s claim. On August 19, 2015, credit adjustments were issued to his account covering the full cost of the computer, including shipping/handling, and the one-year Extended Service Plan he purchased for additional warranty coverage. Although already applied to the account, these credits will reflect on an upcoming billing statement for Mr. [redacted]'s records.
We apologize for any inconvenience and appreciate Mr. [redacted]'s patience throughout this resolution process.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company addressed my complaint and refunded the price of the defective computer that was returned. I am satisfied with the outcome.
Revdex.com:
I am not 100% satisfied with the response from Verizon. I have reviewed the response made by the business in reference to complaint ID [redacted], and although I am not satisfied, I will accept the offer from Verizon crediting my account. I did receive the package for them modem and I sent it out via UPS as the instruction said. However, I never had the full conversation with the rep, because I was at work and not able to talk on the phone. He told me that he will give me a call back, never did. I called him back but he didn't answer. There was never a full discussion of what happend with the rep. He did mention something about service satisfaction guarantee, but what the rep says is true, that their website is misleading. First of all, as the attached image from Veriozon website, they do mention 30 day money back guarantee, not 'service guarantee'. Second, I was not supposed to be charged $120 wiring fee to start with, according to the technician who did wiring, and this was confirmed by his supervisor. I am attaching the copy of the image directly from Verizon Small Business Web, and if needed I can even provide the technicians name and phone number. He confirmed with his supervisor that the fee of $120 will not be charged even before this whole issue occurred. Without any explaination or apology from Veriozn, I am very disappointed, but as long as they credit my accout and I am not liable for any fees, I will accept.I want to see 0.00 balance final bill from Verizon. Thank you.
Sincerely,
[redacted]
Verizon issued a check that [redacted] states she deposited and Verizon received notice that it was cashed.
A customer service representative spoke with the customer regarding his billing concerns and apologized for the problems he experienced. Our records show that the customer’s bill was to be adjusted $12.00 each month until March 2017 to compensate for the price of the router, lowering his bill...
to $145.00 per month. The customer stated that he had been advised that his monthly amount would be $135.00. The representative reduced his bundle amount to $94.99 which will bring his bill to approximately $135.00 after the adjustment of $12.00 for the router. The representative explained that the bottom line price can be affected by tax, surcharges & equipment. The representative noted that the customer understands and is satisfied with the resolution.
A Verizon representative spoke with [redacted] on August **, 2015. We have reviewed the three repair tickets with [redacted] and advised the $91.00 charge is valid. We were on premise two times and we have rewired a jack as well as bypassed the alarm that has restored dialtone. [redacted]...
[redacted] does not agree with our findings and charges. Verizon considers this matter as resolved even though we were unable to come to an agreement of the charges being valid.
I am rejecting this response because:
Consumer stated they have not received a call from the business. Consumer stated they have left multiple voicemails on the phone number provided and have not received a call back.
We have been unable to speak with the customer directly and have sent a letter and email asking the customer to contact us regarding his internet service issues. Once we speak with the customer, Verizon will be happy to discuss his service issue. Verizon is scheduled to bury the customer’s...
line on 09/**/17. The set-up fee has also been waived because of all of the problems this customer has experienced with his installation.
Upon receipt of this complaint we spoke with [redacted] who advised she was upset bill isnt $121.61 as she was quoted on 02/**/2016 when she rebundled for two more years. [redacted]'s service order confirmation shows 121.61. The service order confirmation was...
sent carrying over two bundle discounts in error. We apologized she had to call multiple times totry and have the issue resolved. We set up a recurring adjustment of $32.91 to match the $121.61 price quote. We adjusted the previous bills feb march april and may the total of adjustments was $164.55. We advised her daughter [redacted], she was satisfied with the resolution. [redacted] will call back directly if she has any concerns in the future
The case was sent to the business office for review.Records indicate the original account number was [redacted] and that the new account number is [redacted]-###-###-#### with the correct number ###-###-####. The gift card in question is showing on the profile for the account and it can take up to 90...
days to process.On 5/**/17, a specialist spoke with John, the customer's son, and explained that all billing is correct and that the gift card will be processed in his father's name. The specialist provided her contact information if needed and the customer was satisfied with this resolution.