To Whom It May Concern, I, [redacted], authorize my husband, [redacted], to pursue a complaint with the Revdex.com towards Verizon Communications on my behalf in regards to a phone conversation that I had in which Verizon purports that a new 2 yr contract was entered into....
Please feel free to call me at ###-###-#### with any further requirements or questions. Regards,[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:
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A credit was issued for the returned equipment in the amount of $587.40. We have notified the credit reporting agencies of our error and asked that they remove any negative reporting that resulted from this error. The customer has been advised to allow 1 - 2 billing cycles for the credit...
to post and up to 30 days for the credit reporting agencies to update their records.
Please be advised, Verizon has reviewed the consumers account. According to the consumers complaint a door to door salesman provided inaccurate information regarding Verizon’s services/billing. The consumer states she was not advised of any activation fees ,etc to be incurred for switching...
services to Verizon. As of 4/**/15 Verizon has issued adjustments on the consumers account for the additional days billed and also for the [redacted] league pass. Total amount adjusted is $147.85, leaving a balance owing of $54.44. The above information has been discussed with the consumer. We apologize for any inconvenience caused surrounding this matter.
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 5-piece patio set and was only sent the table. He states he contacted Fingerhut in regards to this issue and was told the chairs would be requested. Fingerhut then contacted Mr. [redacted] and informed him the patio set was advertised as a 5-piece set in error. He states he was told he could either return the table or receive the chairs for a discounted price. Mr. [redacted]’s desired outcome is to receive the chairs that were advertised with the table. Our records indicate Mr. [redacted] purchased an alcove Harper 5-pc. Patio Dining Set on August 12, 2016. We received notification from Mr. [redacted] on August 23, 2016 that he only received the table. At this time he was told the product was advertised in error and the price only included the table. He was told he could either return the item for full credit or Fingerhut would allow him to purchase the chairs at a discounted price. On August 24, 2016 Mr. [redacted] ordered an alcove Harper 4-pk. Patio Chair Set. A total of $80.48 was credited for this purchase. After further reviewing Mr. [redacted]’s account, as a courtesy we have credited the price of the alcove Harper 4-pk. Patio Chair Set to his account. He will be able to see this credit on his next billing statement. Although we make every effort to ensure accuracy of our information, occasional descriptive or typographical errors may occur. We apologize for this error in advertisement and would like to ensure Mr. [redacted] this has been updated on our website. 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
CONFIDENTIAL COMMUNICATION January 24, 2017 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed the order on December 12, 2016 at 10:33 PM and as such her order was placed within the time frame required to receive free shipping for her order. She also states that the free nose trimmer was not located in a catalog but was offered on our website and said it would be applied at checkout and that there was no mention of an item number on our website. Ms. [redacted]s also supplied the date for us to investigate further into her concerns regarding the Customer Service agent she spoke to. She also included pictures of the shipping label and the return reason form for the items she received that she did not order. We have reviewed the information provided by Ms. [redacted]s regarding the promotion for free shipping. The order confirmation email indicates that Ms. [redacted]s order was placed at 10:33 PM Pacific Time. The details for the promotion indicate the order must be placed no later than 11:59 PM Central Time and as such the shipping promotion had already expired prior to her order being placed. As a courtesy, we have credited the shipping and handling charges for this order. Ms. [redacted]s will see the credit reflected within 1-2 billing cycles on her billing statement. Additionally, the details for the free nose trimmer included the item number for the nose trimmer on our website. Once the hair trimmer and the nose trimmer were both added to the cart, the price for the nose trimmer would have been updated per the offer. We were able to review the call recording with the information Ms. [redacted]s provided regarding her concerns with the Customer Service agent she spoke with. We sincerely apologize that the representative was unprofessional in his interactions with Ms. [redacted]s. Our agents are accountable to meet our professional standards and avoid any instance which may cause our customers to feel they are not valued, heard or understood. We appreciate Ms. [redacted]s bringing this to our attention and value her feedback. On January 20, 2017 we received the return of the incorrect items Ms. [redacted]s returned to us. Her account was credited in the amount of $76.99 for the items. Please allow 1-2 billing cycles for the credit to appear on her billing statement. If Ms. [redacted]s 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:
Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician. There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A Specialist spoke with the customer on September [redacted] to discuss his bill. The Specialist apologized to the customer for his billing concerns. The customer had several accounts set-up in error due to an ordering issue. All additional accounts have been terminated. The Specialist issued...
a credit in the amount of $128.82. The customer has a credit balance of $7.76 which will be transferred to his live account. According to our records, the customer's account shows paid in full and has been pulled back from the collection agency. The account was not credit reported.
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 understand that Verizon's goal is to make as much money as possible. Thus they have constructed a system to achieve that end. That is understandable up to the point where they are abusing their customers. In my case, they encouraged me to switch from the traditional phone service to digital voice without informing me of the consequences. The reason for switching, to eliminate robo calls, did not work and the Verizon tech person admitted that she was also unsuccessful when she tried this. Unfortunately that information was only shared with me after I had switched the service. Now I cannot reverse the change, without a major financial penalty, because of Verizon's rules of which I was not made aware. In addition they will not let me out of the contract without further financial penalties. These are all predatory practices designed to maximize profits at the expense of the customer. After long phone conversations it was clear that the Verizon representative would not make any exceptions to their rigid rules. I am trapped until October 2018. The company talks about good customer service but it is just talk. I realize that in face of their legal entrapment, I am quite impotent. I'll have to live with it. However I hope that Revdex.com can do something to warn others of Verizon's predatory practices. They do not deserve to have Revdex.com's seal of approval.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about his Verizon promotional package. [redacted] claims that he should have a total price of $78.35 which should be continued through June of 2018. [redacted] advised his pricing is at an amount of $128 currently. Upon review, Verizon noted that [redacted] had a case open with Verizon's Executive Relations in June of 2016. Verizon communicated with [redacted] in June of 2016 and advised that his contract expired on 06/**/16. An order was done to keep his current Verizon bundle discounts the same through June of 2017. On top of the Verizon discounts extended to [redacted] he also received a valued customer credit of $20 for 12 months. At that time, [redacted] was advised that his Verizon discounts will end in June of 2017 and the valued customer credit will end in October of 2017. The service order confirmation and the bills sent in June of 2016 confirm the expiration dates related to the discounts. [redacted] was also sent an email on 03/**/16 to the address, [redacted] which clearly detailed the expectations of his billing going forward. Verizon did review the online chat from the Verizon website with [redacted] but the emails and service order confirmation regarding his previous contract supersede any online chat text. Verizon communicated with [redacted] again on 07/**/17. We advised because he placed a new contractual order for new terms on 06/**/17, any information communicated and not completed was no longer valid. This is because he agreed to new terms and promotions on 06/**/17 at a total price of $122.58 for 2 years. [redacted] was told he has 30 days from that date to cancel. Verizon communicated with [redacted] on 07/**/17 and he advised he canceled his Verizon FIOS service. Subsequently, I did advise [redacted] that I could have someone from our sales department contact him to see if there are any better promotions. [redacted] agreed to review our new current offers. Furthermore, I have left a number for [redacted] to call should he have any additional questions or concerns.
Tell us why here... Our investigation found the early termination fee to be applicable. The email confirmation sent to the customer on 6/**/15 prior to the services being installed clearly stated that the bundle must be maintained for a minimum of 24 months or an early termination fee of up to $230...
applies if services are canceled early. The intention of the email is to allow the customer to cancel the request prior to installation if there is any disagreement with the terms. A billing specialist contacted the customer to acknowledge receipt of this complaint. The early termination fee was sustained. The customer was informed that if they establish new service within the next 90 days we would adjust the fee as a courtesy.
2016 ...⇄ Revdex.com of Minnesota �...⇄ [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case #[redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states that she has been attempting to purchase couples rings for herself and her fiancé, and that on multiple occasions she received the incorrect size for her fiancé’s ring. Our records indicate Ms. [redacted] first ordered the Stainless Steel Personalized Spinner Band on May 30, 2016. In our system, the size for the ring is an 8. We reviewed the phone call between Ms. [redacted] and our representative, and can confirm that when the agent asked what size she wanted this ring in, Ms. [redacted] responded with ‘size 8’. The return of that item was received on June 17, 2016. Credit was not initially issued because the item was personalized, and under our return policy, personalized items can only be returned for an exchange. An exception was made to credit this ring by one of our supervisors on August 3, 2016. On June 22, 2016, Ms. [redacted] spoke with a representative and another ring was ordered on Ms. [redacted]’s account, this time in a size 10. Records on the account indicated that during this call Ms. [redacted] told the representative that she had requested a size 10 when she originally placed the order, but the original representative incorrectly placed the order for a size 8. This item was returned on July 21, 2016. On August 3, 2016, a new order was set up for the ring in a size 11, and sent at no charge. We have emailed Ms. [redacted] to find out if she has indeed received the correct size ring, but have not yet heard back from her. If she has not received the correct ring, we would appreciate her emailing us back at [email protected] and letting us know. If Ms. [redacted] has any questions she 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 Tea
appreciate the Revdex.com's efforts here in trying to resolve this matter for me. The response received is the exact final solution I received back in March 2014 .I feel like I am being punished for not paying for merchandise I never received. During the time of this said delivery, I was back and forth from the hospital as my husband was diagnosed with a fatal disease. I did not keep copies of the form I sent back to Fingerhut as my mind was elsewhere at the time. When I got that collections letter and I called Fingerhut they were unwilling to assist me further even after confirming it was documented on my account documented that I never received the merchandise.[redacted] is a collection agency that works with companies like Fingerhut to collect debts. I tried reaching out to [redacted] and was given the run around. The problem is very simple I am being harrassed to pay for merchandise I never received.Thank you,[redacted]
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. Verizon has added this fee to address the high costs associated with two older models of routers that some customers continue to use, while at the same time encouraging...
these customers to move to newer, more capable routers through cost-effective offerings.The $2.80 router maintenance surcharge will only apply to the relatively small number of customers still using first- and second-generation Verizon-provided broadband home routers (Actiontec MI424WR Rev A, C, D, E or F, or the Westell 9100EM Rev A or C). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater WiFi security (through use of the WPA2 protocol), and provide a better customer experience in numerous ways. Only customers who choose not to upgrade will be billed the router maintenance surcharge.Router technology, like the devices that use broadband (e.g., computers, laptops, tablets, and smartphones), has changed and improved over time. Customers with first- and second-generation Verizon-provided routers require a greater number of service calls and service visits, particularly as these routers are used to interact with newer and more advanced devices. Verizon will continue to service and support these older model routers, but it has established the $2.80/month maintenance fee to offset the higher cost to support them.Verizon began notifying customers through email and direct mail starting July **. All customers should have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third-generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the fourth-generation, state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.We hope this assists you to close this complaint.Attempts to contact the customer to address his concerns have not been successful.
We require legal name for billing purposes. In order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation. We consider this case closed until the proper documentation is received from the customer.
I am rejecting this response because:
While I appreciate that I got a response I must state that it is unacceptable because it has taken almost two weeks and only one of the two issues was addressed. While waiting on a response I went out and bought a new mattress and box springs. It is true that Pilot showed up at my home to deliver the mattress I had ordered, this I was not expecting as I had not been contacted by anyone except for Pilot (on the day of delivery) since this whole mess started.Today, 2 June 2016, I contacted Fingerhut customer service to cancel the replacement mattress. If it shows up anyway I'll just return it and that will hopefully be the end of that. I also inquired about the air conditioner and the "investigation" that was to take place after sending in an affidavit. I was told that there was no information available beyond it having been delivered (to the incorrect address) and that my affidavit had not been received. I have sent another affidavit as of today, and I have been told that a note would be placed on my account that it is "a concern of mine" on whether or not they get it. I will be following up on it tomorrow to ensure that it arrived.I am quite displeased with Fingerhut by now. At this point I just want the a/c unit or a refund. I don't think that is too much to ask.
Upon receipt of the rebuttal, the issue was referred to the appropriate department to review and investigate. A repair ticket was issued for a technician dispatch who was on site on January *, 2017 and changed the Optical Network Terminal. Our representative spoke with the customer on the same day who advised it is currently working; however they would like a call back in a couple days to confirm there are no issues. I spoke with the customer on January ** who said the service is better than it was; however he still does not feel the issue is resolved and requested a call back on January **. On January **, our representative spoke with the customer and scheduled another technician dispatch as a follow up. The technician was on site on January ** and there was no indication of any trouble with the service. I spoke with the customer on January ** who said the technician 2was on site and did some troubleshooting but did not find any trouble with the service. The customer said the service is better than it was and he can 'live' with it. Out of service credits were previously issued. The customer has our direct contact information to call if there are any future issues and he is satisfied the issue is resolved.
Initial Business Response /* (1000, 5, 2015/07/02) */
CONFIDENTIAL COMMUNICATION
July 2, 2015
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted]'s account indicates that he ordered a South Shore Full Platform Bed - Black and a Sensorpedic 3" Deluxe Full Memory Foam Topper on May 18, 2015 via the web.
Our records indicate that Mr. [redacted] contacted us on May 22, 2015 and informed us he wanted to return the
Sensorpedic 3" Deluxe Full Memory Foam Topper, that it was not what he expected.
Mr. [redacted]'s account indicates that he contacted us June 7, 2015 to advise us he was returning the South Shore Full Platform Bed - Black.
Our records indicate that we received the Sensorpedic 3" Deluxe Full Memory Foam on June 3, 2015. His account was credited for the merchandise price on the same day. However, the original shipping and handling is non-refundable on return merchandise. Per our return policy, the shipping and handling on the items is non-refundable because it was sent back to us for a "non-qualifying" reason (an example of a "qualifying" reason would be for defects or damages not caused by the customer, which in most cases Fingerhut covers this cost.)
Our records indicate a credit for the South Shore Full Platform Bed - Black was issued to Mr. [redacted]'s account on June 19, 2015.
Fingerhut's Return Policy
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
As a one-time exception to our policy we have issued a credit to Mr. [redacted]'s account for the original shipping and handling, one late fee and finance charges. Mr. [redacted] currently has a zero balance on his account.
After careful review of Mr. [redacted]'s account, our records indicate that no derogatory information was reported to the credit bureau regarding his account in relation to this matter.
Mr. [redacted]'s account was closed per his request on May 29, 2015 and additional purchases on this account will not be allowed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 7, 2015/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Verizon has declined waiving the Early Termination Fee. The change was shown on [redacted] invoice, and he also sent an email confirming the addition of the new term.
A Verizon representative spoke with [redacted] on 9/**/17. The representative agreed to adjust the $30 return check fee, as this was apparently caused by a typo. The representative provided [redacted] with his new balance due.
To Whom It May Concern, I, [redacted], authorize my husband, [redacted], to pursue a complaint with the Revdex.com towards Verizon Communications on my behalf in regards to a phone conversation that I had in which Verizon purports that a new 2 yr contract was entered into....
Please feel free to call me at ###-###-#### with any further requirements or questions. Regards,[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:
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A credit was issued for the returned equipment in the amount of $587.40. We have notified the credit reporting agencies of our error and asked that they remove any negative reporting that resulted from this error. The customer has been advised to allow 1 - 2 billing cycles for the credit...
to post and up to 30 days for the credit reporting agencies to update their records.
Please be advised, Verizon has reviewed the consumers account. According to the consumers complaint a door to door salesman provided inaccurate information regarding Verizon’s services/billing. The consumer states she was not advised of any activation fees ,etc to be incurred for switching...
services to Verizon. As of 4/**/15 Verizon has issued adjustments on the consumers account for the additional days billed and also for the [redacted] league pass. Total amount adjusted is $147.85, leaving a balance owing of $54.44. The above information has been discussed with the consumer. We apologize for any inconvenience caused surrounding this matter.
CONFIDENTIAL COMMUNICATION September 20,...
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 5-piece patio set and was only sent the table. He states he contacted Fingerhut in regards to this issue and was told the chairs would be requested. Fingerhut then contacted Mr. [redacted] and informed him the patio set was advertised as a 5-piece set in error. He states he was told he could either return the table or receive the chairs for a discounted price. Mr. [redacted]’s desired outcome is to receive the chairs that were advertised with the table. Our records indicate Mr. [redacted] purchased an alcove Harper 5-pc. Patio Dining Set on August 12, 2016. We received notification from Mr. [redacted] on August 23, 2016 that he only received the table. At this time he was told the product was advertised in error and the price only included the table. He was told he could either return the item for full credit or Fingerhut would allow him to purchase the chairs at a discounted price. On August 24, 2016 Mr. [redacted] ordered an alcove Harper 4-pk. Patio Chair Set. A total of $80.48 was credited for this purchase. After further reviewing Mr. [redacted]’s account, as a courtesy we have credited the price of the alcove Harper 4-pk. Patio Chair Set to his account. He will be able to see this credit on his next billing statement. Although we make every effort to ensure accuracy of our information, occasional descriptive or typographical errors may occur. We apologize for this error in advertisement and would like to ensure Mr. [redacted] this has been updated on our website. 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
CONFIDENTIAL COMMUNICATION January 24, 2017 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed the order on December 12, 2016 at 10:33 PM and as such her order was placed within the time frame required to receive free shipping for her order. She also states that the free nose trimmer was not located in a catalog but was offered on our website and said it would be applied at checkout and that there was no mention of an item number on our website. Ms. [redacted]s also supplied the date for us to investigate further into her concerns regarding the Customer Service agent she spoke to. She also included pictures of the shipping label and the return reason form for the items she received that she did not order. We have reviewed the information provided by Ms. [redacted]s regarding the promotion for free shipping. The order confirmation email indicates that Ms. [redacted]s order was placed at 10:33 PM Pacific Time. The details for the promotion indicate the order must be placed no later than 11:59 PM Central Time and as such the shipping promotion had already expired prior to her order being placed. As a courtesy, we have credited the shipping and handling charges for this order. Ms. [redacted]s will see the credit reflected within 1-2 billing cycles on her billing statement. Additionally, the details for the free nose trimmer included the item number for the nose trimmer on our website. Once the hair trimmer and the nose trimmer were both added to the cart, the price for the nose trimmer would have been updated per the offer. We were able to review the call recording with the information Ms. [redacted]s provided regarding her concerns with the Customer Service agent she spoke with. We sincerely apologize that the representative was unprofessional in his interactions with Ms. [redacted]s. Our agents are accountable to meet our professional standards and avoid any instance which may cause our customers to feel they are not valued, heard or understood. We appreciate Ms. [redacted]s bringing this to our attention and value her feedback. On January 20, 2017 we received the return of the incorrect items Ms. [redacted]s returned to us. Her account was credited in the amount of $76.99 for the items. Please allow 1-2 billing cycles for the credit to appear on her billing statement. If Ms. [redacted]s 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:
Verizon’s concoction scripted statement is a lie because while I was out of town Verizon was able to restore the service without a visit from a technician. There was nothing inside my home that needed to be addressed.What game are they playing? Why are they lying? I just want my refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A Specialist spoke with the customer on September [redacted] to discuss his bill. The Specialist apologized to the customer for his billing concerns. The customer had several accounts set-up in error due to an ordering issue. All additional accounts have been terminated. The Specialist issued...
a credit in the amount of $128.82. The customer has a credit balance of $7.76 which will be transferred to his live account. According to our records, the customer's account shows paid in full and has been pulled back from the collection agency. The account was not credit reported.
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 understand that Verizon's goal is to make as much money as possible. Thus they have constructed a system to achieve that end. That is understandable up to the point where they are abusing their customers. In my case, they encouraged me to switch from the traditional phone service to digital voice without informing me of the consequences. The reason for switching, to eliminate robo calls, did not work and the Verizon tech person admitted that she was also unsuccessful when she tried this. Unfortunately that information was only shared with me after I had switched the service. Now I cannot reverse the change, without a major financial penalty, because of Verizon's rules of which I was not made aware. In addition they will not let me out of the contract without further financial penalties. These are all predatory practices designed to maximize profits at the expense of the customer. After long phone conversations it was clear that the Verizon representative would not make any exceptions to their rigid rules. I am trapped until October 2018. The company talks about good customer service but it is just talk. I realize that in face of their legal entrapment, I am quite impotent. I'll have to live with it. However I hope that Revdex.com can do something to warn others of Verizon's predatory practices. They do not deserve to have Revdex.com's seal of approval.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about his Verizon promotional package. [redacted] claims that he should have a total price of $78.35 which should be continued through June of 2018. [redacted] advised his pricing is at an amount of $128 currently. Upon review, Verizon noted that [redacted] had a case open with Verizon's Executive Relations in June of 2016. Verizon communicated with [redacted] in June of 2016 and advised that his contract expired on 06/**/16. An order was done to keep his current Verizon bundle discounts the same through June of 2017. On top of the Verizon discounts extended to [redacted] he also received a valued customer credit of $20 for 12 months. At that time, [redacted] was advised that his Verizon discounts will end in June of 2017 and the valued customer credit will end in October of 2017. The service order confirmation and the bills sent in June of 2016 confirm the expiration dates related to the discounts. [redacted] was also sent an email on 03/**/16 to the address, [redacted] which clearly detailed the expectations of his billing going forward. Verizon did review the online chat from the Verizon website with [redacted] but the emails and service order confirmation regarding his previous contract supersede any online chat text. Verizon communicated with [redacted] again on 07/**/17. We advised because he placed a new contractual order for new terms on 06/**/17, any information communicated and not completed was no longer valid. This is because he agreed to new terms and promotions on 06/**/17 at a total price of $122.58 for 2 years. [redacted] was told he has 30 days from that date to cancel. Verizon communicated with [redacted] on 07/**/17 and he advised he canceled his Verizon FIOS service. Subsequently, I did advise [redacted] that I could have someone from our sales department contact him to see if there are any better promotions. [redacted] agreed to review our new current offers. Furthermore, I have left a number for [redacted] to call should he have any additional questions or concerns.
Tell us why here... Our investigation found the early termination fee to be applicable. The email confirmation sent to the customer on 6/**/15 prior to the services being installed clearly stated that the bundle must be maintained for a minimum of 24 months or an early termination fee of up to $230...
applies if services are canceled early. The intention of the email is to allow the customer to cancel the request prior to installation if there is any disagreement with the terms. A billing specialist contacted the customer to acknowledge receipt of this complaint. The early termination fee was sustained. The customer was informed that if they establish new service within the next 90 days we would adjust the fee as a courtesy.
CONFIDENTIAL COMMUNICATION August 24,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case #[redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states that she has been attempting to purchase couples rings for herself and her fiancé, and that on multiple occasions she received the incorrect size for her fiancé’s ring. Our records indicate Ms. [redacted] first ordered the Stainless Steel Personalized Spinner Band on May 30, 2016. In our system, the size for the ring is an 8. We reviewed the phone call between Ms. [redacted] and our representative, and can confirm that when the agent asked what size she wanted this ring in, Ms. [redacted] responded with ‘size 8’. The return of that item was received on June 17, 2016. Credit was not initially issued because the item was personalized, and under our return policy, personalized items can only be returned for an exchange. An exception was made to credit this ring by one of our supervisors on August 3, 2016. On June 22, 2016, Ms. [redacted] spoke with a representative and another ring was ordered on Ms. [redacted]’s account, this time in a size 10. Records on the account indicated that during this call Ms. [redacted] told the representative that she had requested a size 10 when she originally placed the order, but the original representative incorrectly placed the order for a size 8. This item was returned on July 21, 2016. On August 3, 2016, a new order was set up for the ring in a size 11, and sent at no charge. We have emailed Ms. [redacted] to find out if she has indeed received the correct size ring, but have not yet heard back from her. If she has not received the correct ring, we would appreciate her emailing us back at [email protected] and letting us know. If Ms. [redacted] has any questions she 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 Tea
I am rejecting this response because:I...
appreciate the Revdex.com's efforts here in trying to resolve this matter for me. The response received is the exact final solution I received back in March 2014 .I feel like I am being punished for not paying for merchandise I never received. During the time of this said delivery, I was back and forth from the hospital as my husband was diagnosed with a fatal disease. I did not keep copies of the form I sent back to Fingerhut as my mind was elsewhere at the time. When I got that collections letter and I called Fingerhut they were unwilling to assist me further even after confirming it was documented on my account documented that I never received the merchandise.[redacted] is a collection agency that works with companies like Fingerhut to collect debts. I tried reaching out to [redacted] and was given the run around. The problem is very simple I am being harrassed to pay for merchandise I never received.Thank you,[redacted]
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. Verizon has added this fee to address the high costs associated with two older models of routers that some customers continue to use, while at the same time encouraging...
these customers to move to newer, more capable routers through cost-effective offerings.The $2.80 router maintenance surcharge will only apply to the relatively small number of customers still using first- and second-generation Verizon-provided broadband home routers (Actiontec MI424WR Rev A, C, D, E or F, or the Westell 9100EM Rev A or C). For these customers, Verizon offers the opportunity to upgrade to a newer model, for which no maintenance fee will be assessed. The newer models are faster, have greater wireless range, offer greater WiFi security (through use of the WPA2 protocol), and provide a better customer experience in numerous ways. Only customers who choose not to upgrade will be billed the router maintenance surcharge.Router technology, like the devices that use broadband (e.g., computers, laptops, tablets, and smartphones), has changed and improved over time. Customers with first- and second-generation Verizon-provided routers require a greater number of service calls and service visits, particularly as these routers are used to interact with newer and more advanced devices. Verizon will continue to service and support these older model routers, but it has established the $2.80/month maintenance fee to offset the higher cost to support them.Verizon began notifying customers through email and direct mail starting July **. All customers should have been notified by August **. Those notified in July will see the first maintenance fee in their September or October bill cycle if they choose not to upgrade their routers. Those notified in August will see the fee in their October bill cycle if they choose not to upgrade.Customers can upgrade their older routers in one of three ways: 1) by purchasing a refurbished third-generation Broadband Home Router from Verizon for $59.99; 2) by purchasing our current model, the fourth-generation, state-of-the-art Fios Quantum Gateway, for $199.99; or 3) by renting the Quantum Gateway for $10 a month.We hope this assists you to close this complaint.Attempts to contact the customer to address his concerns have not been successful.
We require legal name for billing purposes. In order for the bill name to be changed we explained to the customer we will need the customer to provide a copy of the legal name change documentation. We consider this case closed until the proper documentation is received from the customer.
I am rejecting this response because:
While I appreciate that I got a response I must state that it is unacceptable because it has taken almost two weeks and only one of the two issues was addressed. While waiting on a response I went out and bought a new mattress and box springs. It is true that Pilot showed up at my home to deliver the mattress I had ordered, this I was not expecting as I had not been contacted by anyone except for Pilot (on the day of delivery) since this whole mess started.Today, 2 June 2016, I contacted Fingerhut customer service to cancel the replacement mattress. If it shows up anyway I'll just return it and that will hopefully be the end of that. I also inquired about the air conditioner and the "investigation" that was to take place after sending in an affidavit. I was told that there was no information available beyond it having been delivered (to the incorrect address) and that my affidavit had not been received. I have sent another affidavit as of today, and I have been told that a note would be placed on my account that it is "a concern of mine" on whether or not they get it. I will be following up on it tomorrow to ensure that it arrived.I am quite displeased with Fingerhut by now. At this point I just want the a/c unit or a refund. I don't think that is too much to ask.
Upon receipt of the rebuttal, the issue was referred to the appropriate department to review and investigate. A repair ticket was issued for a technician dispatch who was on site on January *, 2017 and changed the Optical Network Terminal. Our representative spoke with the customer on the same day who advised it is currently working; however they would like a call back in a couple days to confirm there are no issues. I spoke with the customer on January ** who said the service is better than it was; however he still does not feel the issue is resolved and requested a call back on January **. On January **, our representative spoke with the customer and scheduled another technician dispatch as a follow up. The technician was on site on January ** and there was no indication of any trouble with the service. I spoke with the customer on January ** who said the technician 2was on site and did some troubleshooting but did not find any trouble with the service. The customer said the service is better than it was and he can 'live' with it. Out of service credits were previously issued. The customer has our direct contact information to call if there are any future issues and he is satisfied the issue is resolved.
Initial Business Response /* (1000, 5, 2015/07/02) */
CONFIDENTIAL COMMUNICATION
July 2, 2015
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted]'s account indicates that he ordered a South Shore Full Platform Bed - Black and a Sensorpedic 3" Deluxe Full Memory Foam Topper on May 18, 2015 via the web.
Our records indicate that Mr. [redacted] contacted us on May 22, 2015 and informed us he wanted to return the
Sensorpedic 3" Deluxe Full Memory Foam Topper, that it was not what he expected.
Mr. [redacted]'s account indicates that he contacted us June 7, 2015 to advise us he was returning the South Shore Full Platform Bed - Black.
Our records indicate that we received the Sensorpedic 3" Deluxe Full Memory Foam on June 3, 2015. His account was credited for the merchandise price on the same day. However, the original shipping and handling is non-refundable on return merchandise. Per our return policy, the shipping and handling on the items is non-refundable because it was sent back to us for a "non-qualifying" reason (an example of a "qualifying" reason would be for defects or damages not caused by the customer, which in most cases Fingerhut covers this cost.)
Our records indicate a credit for the South Shore Full Platform Bed - Black was issued to Mr. [redacted]'s account on June 19, 2015.
Fingerhut's Return Policy
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
As a one-time exception to our policy we have issued a credit to Mr. [redacted]'s account for the original shipping and handling, one late fee and finance charges. Mr. [redacted] currently has a zero balance on his account.
After careful review of Mr. [redacted]'s account, our records indicate that no derogatory information was reported to the credit bureau regarding his account in relation to this matter.
Mr. [redacted]'s account was closed per his request on May 29, 2015 and additional purchases on this account will not be allowed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 7, 2015/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Verizon has declined waiving the Early Termination Fee. The change was shown on [redacted] invoice, and he also sent an email confirming the addition of the new term.
A Verizon representative spoke with [redacted] on 9/**/17. The representative agreed to adjust the $30 return check fee, as this was apparently caused by a typo. The representative provided [redacted] with his new balance due.