[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
I am rejecting this response because:
If this so called late payment is not reported to credit bureau then I'm ok with it. I will not be ordering any longer. I'm trying to rebuild my credit, not lower it.
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:
While I appreciate Verizon Fios crediting my account for the ongoing billing "IT Issue", I do not consider the case closed until My plan changes to the price quoted by a verizon executive ( in email previously attached)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon contacted the customer and explained that the $69.99activation fee is valid and will not be credited. There was an increase of$5.00 for DATA and $10.00 for Voice and that's why his old bundle at $59.99 wasless at his old address and $74.99 at his new address. A monthly discount of $15.00for...
12 months was added to the account. And a $15.00 credit was issued for thecurrent bill.
Please be advised I spoke to [redacted] upon receipt of the complaint and she confirmed the services were scheduled for installation on September *, 2016. I followed up, as I agreed, to make sure service at the new home was installed properly. We also issued credits for all...
charges for the temporary account that was established at the old home. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Initial Business Response /* (1000, 8, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased a ProForm Comfort Stride Elliptical on December 8, 2015. This was shipped directly from Fingerhut's vendor, and records show it was returned to shipper by the carrier as undeliverable. Unfortunately, we were not notified of this return by the vendor. As of January 27, 2016, the full purchase price of $619.99 was credited back to Ms. [redacted] account. We apologize for the delay in credit.
As a courtesy, on January 28, 2016 a late fee in the amount of $27.00 was waived from Ms. [redacted] account. The interest for the month of January in the amount of $24.62 was also waived on January 29, 2016. These credits will appear on her next printed statement.
Per Ms. [redacted] request her account was closed on January 29, 2016. The outstanding balance will continue to accrue interest and remains subject to the terms and conditions of the Agreement. Ms. [redacted] will not be able to use her account for any purchases, effective immediately. Ms. [redacted]'s current balance is $525.63. Her next minimum payment due of $69.99 is due by February 13, 2016.
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:
The Revdex.com advisor assigned to this complaint recommended that I check the box, ‘reject business response’ and then explain why. The complaint remains unresolved for these reasons: 1. A representative from Verizon’s Executive Response Team responded quickly to my complaint and spoke with me by telephone on July **. She made an adjustment of $45.96 on my bill [July * bill date, due Aug **] and told me the amount to send Verizon for that bill. However, she indicated that billing issues going forward are not yet resolved. She promised to review my August * bill date, and she made an appointment with me for a follow-up telephone call on Aug ** to discuss the next bill. She gave me a phone number to contact her when needed about this issue, however, I have left 2 voice messages and have not had a response. Perhaps she is on vacation. 2. The statement in the Revdex.com ‘message from business’ that a recurring credit of $20.96 was associated with my previous bundle of Prime triple play and that credit expired, is incorrect; there was no such credit associated with that bundle. During my discussion in April with a Verizon agent to redo my bundle (the Prime bundle contract would expire shortly), the agent offered two recurring monthly credits of $20.96 and $25 for the duration of the new Extreme bundle agreement and that my monthly bill charge would be very close to that of my previous bundle. I agreed to the new bundle based on those promises. The Executive Response ‘rep’ with whom I spoke on July ** to resolve the Revdex.com complaint told me that I would now receive those 2 promised recurring credits, a verbal response to which I am satisfied. However, the way the Revdex.com ‘message from business’ is written suggests that the $45.96 credit was for June and is not a recurring credit. I would like Verizon to stipulate in writing, both as part of the ‘message from business’ and as an email to me, that the 2 credits of $20.96 and $25 will recur monthly for the remaining duration of my current bundle 2-year agreement.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
2016 ...⇄#[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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. Ms. [redacted] has stated she ordered an outdoor planter, but when she received the package she never opened it. When Ms. [redacted] called Fingerhut to request return instructions, she was given incorrect directions and therefore she called us again. During Ms. [redacted]’s second call, she was told she would not be charged for the return. However, Ms. [redacted] states she is now responsible for $7.95 in return shipping and a total of $32.97 in late fees. Ms. [redacted] claims because of this mistake, she has been negatively reported to the credit bureaus. Additionally, she has tried several times to dispute this charge, but feels that she has only gotten the “run around”. Our records indicate a CobraCo Tricycle Flower Planter was ordered on April 30, 2016 for a total of $54.98. It was returned to us on June 6, 2016 with a return credit issued of $32.04. We would like to apologize that Ms. [redacted] was given the incorrect return instructions and also told she would owe nothing. Our records indicate on May 10, 2016 a representative advised the customer that we would request full credit for the returned item. Upon this request, we made a one-time exception and credited all shipping and handling charges, due to the fact that Ms. [redacted] returned the only item she ever purchased with us. On July 5, 2016 the shipping and handling fees of $14.99 and return shipping fee of $7.95 were credited to Ms. [redacted]’s account. Also on July 5, 2016, a refund for late fees was issued of $7.99. The account has a zero balance as of July 14, 2016. Ms. [redacted]’s account is now closed and has a zero balance. Additionally, we have requested the information to be updated on her account to the credit reporting agencies. Our records indicate the account never reported delinquent, however, on July 20, 2016 we have updated the balance. This will update the balance as zero to the credit bureaus on July 24, 2016. We would like to remind Ms. [redacted] that if she needs further assistance, Customer service representatives are available at ###-###-#### Monday-Friday from 8AM-9PM Central Standard Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted]Executive Care TeamVF/JM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonably satisfactory to me. I'll equate it to "guilty with an explanation."I very much appreciate your help with this. This is the first time I have ever felt a need to register a complaint with any branch of the Revdex.com and I can say that I'm much more satisfied with your assistance than I am with the company's response.Thank you for your very prompt assistance.D. [redacted]
CONFIDENTIAL COMMUNICATION June 21, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states although she made the payment on her account the late fee was not removed as promised. She also states Fingerhut does not communicate clearly and does not operate in a professional manner. Ms. [redacted] states she did not receive e-mails from Fingerhut stating her payment amount was going to change. As we have stated previously, each month Ms. [redacted]’s payment is due by the 3rd. On December 4, 2015 Ms. [redacted] set up recurring payments of $35.00 to be withdrawn each month on the 3rd. This schedule was setup online was to begin on January 3, 2016. On March 14, 2016 Ms. [redacted] purchased a Nintendo Wii U 32GB Console & Mario Kart 8 Deluxe Bundle for $420.98. As a customer’s balance increases the minimum amount due will also increase. As Ms. [redacted] would have seen on her statement printed and mailed to her on April 7, 2016 her minimum amount due increased to $46.99. This would have been the responsibility of Ms. [redacted] to ensure the correct minimum amount due was being paid each month. Ms. [redacted] addresses she did not receive notification of her balance increase. Again, it is the responsibility of our customers to keep their personal contact information updated for our records. Ms. [redacted]’s May payment of $35.00 did not satisfy the minimum amount due. This resulted in a $27.00 late fee on her account. As a onetime courtesy to Ms. [redacted] we have waived the $27.00 late fee on June 20, 2016. The customer must call us to increase the monthly recurring payments if the amount due has increased. Ms. [redacted] may contact us to set up recurring payments so her minimum payment will always be made or she may sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Payments” in the “My Account” page and follow the instructions. If Ms. [redacted] is unable to access her account online, please call our Customer Service Department at ###-###-####, Monday through Friday, 8 a.m. to 8 p.m. Central Time to make this change. At this time the current balance on Ms. [redacted]’s account is $725.63. A minimum payment of $46.99 is due by July 3, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
APPLESEED'S® [redacted] Middleton, MA 01949 May 30, 2017 Revdex.com of Minnesota and North Dakota 220 S. River Ridge Cir. Burnsville, MN 55337 Ms. [redacted] Lynnwood, WA 98036-4895 Dear Ms. [redacted], We...
are writing in response to an inquiry we received from your office on behalf of Ms. [redacted] regarding her enrollment in the Appleseed's VIP Plus Program. After, Ms. [redacted] made her May 25, 2017 purchase of two everyday knit long skirts on our website, she was presented with an opportunity to save $15.00 off her next Appleseed's purchase, simply for trying a membership in our Appleseed's VIP Plus Program. There was no obligation to accept this membership offer and her Appleseed's purchase was not contingent upon accepting the offer. To enroll in this program, she clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Appleseed's VIP Plus. By entering her e-mail address, zip code, and clicking the "Join Now", she activated a membership in Appleseed's VIP Plus. Had she skipped any one of these steps, no membership would have been established. As Ms. [redacted] requested, her membership in Appleseed's VIP Plus was canceled on May 26, 2017. The payment of $1.99 will not be charged to her PayPal account. We appreciate this opportunity to reply to Ms. [redacted]'s complaint and hope that this will resolve the matter. Sincerely, Tim [redacted] Executive Care Team
[redacted] The following is in response to the above complaint. The customer expressed concerns misapplied payments. According to our records, our billing representative Issued credit ($100) for unreturned equipment charged on Feb 2018 bill & added the customer in system for do not call, knock or mail. Thank you for bringing this matter to our attention. We apologize for any inconvenience caused surrounding this matter.
On 6/**/16, a Verizon representative discussed the concern with [redacted] and explained the Message Calls are billed in 5 minute increments. The representative explained that the Message Units are billed for each call and for each 5 minute increment of usage (while in use, on the phone line)....
The representative explained if a call goes over 5 minutes, the customer is billed for more than one call and messages going into the voicemail are charged. The representative also reviewed the records and assured the customer we show no errors. The representative has provided her contact information and has agreed to research this matter further.
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $154.99 and a DVR Free for Life. The customer ported his telephone number to another company on...
1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/17 the customer placed an order dated for 2/*/17 to upgrade his speed to 150/150 and upgrade his television equipment to FIOS Quantum TV. This order included a $25 for 12 month Stay with us credit as well as a $30 for 12 month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/150 plus FIOS Extreme HD with a bundle price of $169.99 minus the $25 and $30 discounts. A technician was dispatched on 2/*/17 but was not able to complete the work that day. On 2/**/17 the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $25 and $30 discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/17 totalling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $25 and $30 discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Bernard Hont expressed concern about his Verizon service experience and his billing. Verizon reviewed [redacted] service notes and advised he expressed...
satisfaction with the previous representatives who assisted him prior to the receipt of this complaint. Subsequently, Verizon understood [redacted] would like all initial one-time fees waived for the inconveniences he has faced. Customer service set a follow-up to review [redacted] first bill and will adjust all one-time fees associated with the installation of his services. Furthermore, I have left my number and a call-me letter should [redacted] have any additional questions or concerns.
Please be advised Verizon records show the account was not being billed the correct bundle rate. A correction was submitted November *, 2015 and we will follow up on the November statement to confirm the account is now billing correctly. We have issued credits to correct rates billed...
for the August and September and advised the new balance due is $87.09. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Dear [redacted] [redacted],According to our records, [redacted] received a final bill on or around June **, 2016 and was concerned about the total amount. [redacted] expressed that when he spoke with a Verizon representative on May **, 2016 to cancel his account, he was told his bill was paid through June **, 2016 and that he should not have had any charges on his final bill. Verizon spoke to the customer on July **, 2016 and apologized for any misinformation received. We also confirmed that the last payment received on May **, 2015 for the amount of $129.55 was posted in relation to the Bill statement covering 04/**/16 - 05/**/16. The last bill statement charged to [redacted] was for services used from 05/**/16 - 06/**/16 in the amount of $135.32 in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, 2016 up until June **, 2016. These three billing statements should assist in pinpointing the payment history. Verizon has also reviewed the monthly billing statements to ensure its accuracy. We show the billing to be correct and void of errors. We hope this information will assist you with this complaint. Our decision remains unchanged. This is our final determination.
Verizon contacted the customer and issued a credit adjustment to the account in the amount of $156.08 for the monthly charges for service from 12/**/15 - 1/**/16. The customer was already given $91.31 credit for activation charges. This left the customer with a credit balance of $247.39 and Verizon...
Finance advised it will be mailed out on 3/**/16. Verizon apologizes for any inconvenience the customer experienced as a result of this matter.
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. Ms. [redacted] states she ordered a loveseat and recliner seat covered from Fingerhut and never received the merchandise. She states she filed reports with the local shipper as well as the police department but has not been credited for the missing merchandise. She would like all charges for this order be taken off her account and close her account. Our records indicate Ms. [redacted] purchased a Sure Fit Stretch Suede Recliner Slipcover and a Sure Fit Stretch Suede Loveseat Slipcover on July 26, 2016. On August 8, 2016 Ms. [redacted] contacted Fingerhut stating she did not receive the ordered merchandise. At this time she stated she would fill out a legal affidavit online. Due to the monetary value of the merchandise ordered Ms. [redacted] was required to file a police report. We received the completed affidavit from Ms. [redacted] on August 9, 2016, however we did not receive the requested police report. On that same date an additional affidavit was e-mailed to Ms. [redacted]. We received the second completed affidavit back on September 11, 2016. This document was also denied due to not supplying a filed police report. We received the requested police report from Ms. [redacted] on September 19, 2016. On the same date the entire order placed on July 26, 2016 was credited to her account. Ms. [redacted] will be able to see the credit in the amount of $311.52 on her next billing statement. Per Ms. [redacted]’s request her Fingerhut account was closed on September 14, 2016. If her account was not paid in full when she closed it, her outstanding balance will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. At this time Ms. [redacted]’s current balance is $791.21. A minimum payment of $69.99 is due by October 20, 2016. If Ms. [redacted] has any further 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 Team VF/KS
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
I am rejecting this response because:
If this so called late payment is not reported to credit bureau then I'm ok with it. I will not be ordering any longer. I'm trying to rebuild my credit, not lower it.
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:
While I appreciate Verizon Fios crediting my account for the ongoing billing "IT Issue", I do not consider the case closed until My plan changes to the price quoted by a verizon executive ( in email previously attached)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon contacted the customer and explained that the $69.99activation fee is valid and will not be credited. There was an increase of$5.00 for DATA and $10.00 for Voice and that's why his old bundle at $59.99 wasless at his old address and $74.99 at his new address. A monthly discount of $15.00for...
12 months was added to the account. And a $15.00 credit was issued for thecurrent bill.
Please be advised I spoke to [redacted] upon receipt of the complaint and she confirmed the services were scheduled for installation on September *, 2016. I followed up, as I agreed, to make sure service at the new home was installed properly. We also issued credits for all...
charges for the temporary account that was established at the old home. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Initial Business Response /* (1000, 8, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased a ProForm Comfort Stride Elliptical on December 8, 2015. This was shipped directly from Fingerhut's vendor, and records show it was returned to shipper by the carrier as undeliverable. Unfortunately, we were not notified of this return by the vendor. As of January 27, 2016, the full purchase price of $619.99 was credited back to Ms. [redacted] account. We apologize for the delay in credit.
As a courtesy, on January 28, 2016 a late fee in the amount of $27.00 was waived from Ms. [redacted] account. The interest for the month of January in the amount of $24.62 was also waived on January 29, 2016. These credits will appear on her next printed statement.
Per Ms. [redacted] request her account was closed on January 29, 2016. The outstanding balance will continue to accrue interest and remains subject to the terms and conditions of the Agreement. Ms. [redacted] will not be able to use her account for any purchases, effective immediately. Ms. [redacted]'s current balance is $525.63. Her next minimum payment due of $69.99 is due by February 13, 2016.
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:
The Revdex.com advisor assigned to this complaint recommended that I check the box, ‘reject business response’ and then explain why. The complaint remains unresolved for these reasons: 1. A representative from Verizon’s Executive Response Team responded quickly to my complaint and spoke with me by telephone on July **. She made an adjustment of $45.96 on my bill [July * bill date, due Aug **] and told me the amount to send Verizon for that bill. However, she indicated that billing issues going forward are not yet resolved. She promised to review my August * bill date, and she made an appointment with me for a follow-up telephone call on Aug ** to discuss the next bill. She gave me a phone number to contact her when needed about this issue, however, I have left 2 voice messages and have not had a response. Perhaps she is on vacation. 2. The statement in the Revdex.com ‘message from business’ that a recurring credit of $20.96 was associated with my previous bundle of Prime triple play and that credit expired, is incorrect; there was no such credit associated with that bundle. During my discussion in April with a Verizon agent to redo my bundle (the Prime bundle contract would expire shortly), the agent offered two recurring monthly credits of $20.96 and $25 for the duration of the new Extreme bundle agreement and that my monthly bill charge would be very close to that of my previous bundle. I agreed to the new bundle based on those promises. The Executive Response ‘rep’ with whom I spoke on July ** to resolve the Revdex.com complaint told me that I would now receive those 2 promised recurring credits, a verbal response to which I am satisfied. However, the way the Revdex.com ‘message from business’ is written suggests that the $45.96 credit was for June and is not a recurring credit. I would like Verizon to stipulate in writing, both as part of the ‘message from business’ and as an email to me, that the 2 credits of $20.96 and $25 will recur monthly for the remaining duration of my current bundle 2-year agreement.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION July 22,...
2016 ...⇄ #[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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. Ms. [redacted] has stated she ordered an outdoor planter, but when she received the package she never opened it. When Ms. [redacted] called Fingerhut to request return instructions, she was given incorrect directions and therefore she called us again. During Ms. [redacted]’s second call, she was told she would not be charged for the return. However, Ms. [redacted] states she is now responsible for $7.95 in return shipping and a total of $32.97 in late fees. Ms. [redacted] claims because of this mistake, she has been negatively reported to the credit bureaus. Additionally, she has tried several times to dispute this charge, but feels that she has only gotten the “run around”. Our records indicate a CobraCo Tricycle Flower Planter was ordered on April 30, 2016 for a total of $54.98. It was returned to us on June 6, 2016 with a return credit issued of $32.04. We would like to apologize that Ms. [redacted] was given the incorrect return instructions and also told she would owe nothing. Our records indicate on May 10, 2016 a representative advised the customer that we would request full credit for the returned item. Upon this request, we made a one-time exception and credited all shipping and handling charges, due to the fact that Ms. [redacted] returned the only item she ever purchased with us. On July 5, 2016 the shipping and handling fees of $14.99 and return shipping fee of $7.95 were credited to Ms. [redacted]’s account. Also on July 5, 2016, a refund for late fees was issued of $7.99. The account has a zero balance as of July 14, 2016. Ms. [redacted]’s account is now closed and has a zero balance. Additionally, we have requested the information to be updated on her account to the credit reporting agencies. Our records indicate the account never reported delinquent, however, on July 20, 2016 we have updated the balance. This will update the balance as zero to the credit bureaus on July 24, 2016. We would like to remind Ms. [redacted] that if she needs further assistance, Customer service representatives are available at ###-###-#### Monday-Friday from 8AM-9PM Central Standard Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted]Executive Care TeamVF/JM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonably satisfactory to me. I'll equate it to "guilty with an explanation."I very much appreciate your help with this. This is the first time I have ever felt a need to register a complaint with any branch of the Revdex.com and I can say that I'm much more satisfied with your assistance than I am with the company's response.Thank you for your very prompt assistance.D. [redacted]
CONFIDENTIAL COMMUNICATION June 21, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states although she made the payment on her account the late fee was not removed as promised. She also states Fingerhut does not communicate clearly and does not operate in a professional manner. Ms. [redacted] states she did not receive e-mails from Fingerhut stating her payment amount was going to change. As we have stated previously, each month Ms. [redacted]’s payment is due by the 3rd. On December 4, 2015 Ms. [redacted] set up recurring payments of $35.00 to be withdrawn each month on the 3rd. This schedule was setup online was to begin on January 3, 2016. On March 14, 2016 Ms. [redacted] purchased a Nintendo Wii U 32GB Console & Mario Kart 8 Deluxe Bundle for $420.98. As a customer’s balance increases the minimum amount due will also increase. As Ms. [redacted] would have seen on her statement printed and mailed to her on April 7, 2016 her minimum amount due increased to $46.99. This would have been the responsibility of Ms. [redacted] to ensure the correct minimum amount due was being paid each month. Ms. [redacted] addresses she did not receive notification of her balance increase. Again, it is the responsibility of our customers to keep their personal contact information updated for our records. Ms. [redacted]’s May payment of $35.00 did not satisfy the minimum amount due. This resulted in a $27.00 late fee on her account. As a onetime courtesy to Ms. [redacted] we have waived the $27.00 late fee on June 20, 2016. The customer must call us to increase the monthly recurring payments if the amount due has increased. Ms. [redacted] may contact us to set up recurring payments so her minimum payment will always be made or she may sign in to the account, located in the top center of the web page at www.fingerhut.com. Click on “My Account” at the top center of the webpage. Then click on “Payments” in the “My Account” page and follow the instructions. If Ms. [redacted] is unable to access her account online, please call our Customer Service Department at ###-###-####, Monday through Friday, 8 a.m. to 8 p.m. Central Time to make this change. At this time the current balance on Ms. [redacted]’s account is $725.63. A minimum payment of $46.99 is due by July 3, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
APPLESEED'S® [redacted] Middleton, MA 01949 May 30, 2017 Revdex.com of Minnesota and North Dakota 220 S. River Ridge Cir. Burnsville, MN 55337 Ms. [redacted] Lynnwood, WA 98036-4895 Dear Ms. [redacted], We...
are writing in response to an inquiry we received from your office on behalf of Ms. [redacted] regarding her enrollment in the Appleseed's VIP Plus Program. After, Ms. [redacted] made her May 25, 2017 purchase of two everyday knit long skirts on our website, she was presented with an opportunity to save $15.00 off her next Appleseed's purchase, simply for trying a membership in our Appleseed's VIP Plus Program. There was no obligation to accept this membership offer and her Appleseed's purchase was not contingent upon accepting the offer. To enroll in this program, she clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Appleseed's VIP Plus. By entering her e-mail address, zip code, and clicking the "Join Now", she activated a membership in Appleseed's VIP Plus. Had she skipped any one of these steps, no membership would have been established. As Ms. [redacted] requested, her membership in Appleseed's VIP Plus was canceled on May 26, 2017. The payment of $1.99 will not be charged to her PayPal account. We appreciate this opportunity to reply to Ms. [redacted]'s complaint and hope that this will resolve the matter. Sincerely, Tim [redacted] Executive Care Team
Date submitted: 3/*/2018 Response for:...
[redacted] The following is in response to the above complaint. The customer expressed concerns misapplied payments. According to our records, our billing representative Issued credit ($100) for unreturned equipment charged on Feb 2018 bill & added the customer in system for do not call, knock or mail. Thank you for bringing this matter to our attention. We apologize for any inconvenience caused surrounding this matter.
On 6/**/16, a Verizon representative discussed the concern with [redacted] and explained the Message Calls are billed in 5 minute increments. The representative explained that the Message Units are billed for each call and for each 5 minute increment of usage (while in use, on the phone line)....
The representative explained if a call goes over 5 minutes, the customer is billed for more than one call and messages going into the voicemail are charged. The representative also reviewed the records and assured the customer we show no errors. The representative has provided her contact information and has agreed to research this matter further.
According to our records, prior to making any changes the customer had a triple play with FIOS Digital Voice, FIOS Internet 75/75, and FIOS Television Extreme HD with a bundle price of $154.99 and a DVR Free for Life. The customer ported his telephone number to another company on...
1/**/17. This order removed the eligibility for the DVR Free For Life Promotion as it is only eligible on a triple play. On 1/**/17 the customer placed an order dated for 2/*/17 to upgrade his speed to 150/150 and upgrade his television equipment to FIOS Quantum TV. This order included a $25 for 12 month Stay with us credit as well as a $30 for 12 month discount. This order did not include telephone service and had a Double play with FIOS Internet 150/150 plus FIOS Extreme HD with a bundle price of $169.99 minus the $25 and $30 discounts. A technician was dispatched on 2/*/17 but was not able to complete the work that day. On 2/**/17 the customer requested to add phone service back onto his account. This order included FIOS Digital Voice, FIOS Internet 150/150, and FIOS Ultimate HD (this is the top tier television plan) with a bundle price of $204.99. The $25 and $30 discount were removed due to the change in service. He also requested additional jack work in his home. All work was completed on 3/*/17. The charges for the jack work were adjusted on 3/*/17 totalling $185.09.A billing specialist contacted the customer to discuss his concerns. She offered to add the $25 and $30 discount for a year that he was previously offered on the double play. It was also offered to take him back to his original equipment and add the DVR Free For Life promotion. The customer was not satisfied with either of these options. No changes were made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, Bernard Hont expressed concern about his Verizon service experience and his billing. Verizon reviewed [redacted] service notes and advised he expressed...
satisfaction with the previous representatives who assisted him prior to the receipt of this complaint. Subsequently, Verizon understood [redacted] would like all initial one-time fees waived for the inconveniences he has faced. Customer service set a follow-up to review [redacted] first bill and will adjust all one-time fees associated with the installation of his services. Furthermore, I have left my number and a call-me letter should [redacted] have any additional questions or concerns.
Please be advised Verizon records show the account was not being billed the correct bundle rate. A correction was submitted November *, 2015 and we will follow up on the November statement to confirm the account is now billing correctly. We have issued credits to correct rates billed...
for the August and September and advised the new balance due is $87.09. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Dear [redacted] [redacted],According to our records, [redacted] received a final bill on or around June **, 2016 and was concerned about the total amount. [redacted] expressed that when he spoke with a Verizon representative on May **, 2016 to cancel his account, he was told his bill was paid through June **, 2016 and that he should not have had any charges on his final bill. Verizon spoke to the customer on July **, 2016 and apologized for any misinformation received. We also confirmed that the last payment received on May **, 2015 for the amount of $129.55 was posted in relation to the Bill statement covering 04/**/16 - 05/**/16. The last bill statement charged to [redacted] was for services used from 05/**/16 - 06/**/16 in the amount of $135.32 in which we are still awaiting payment. Our Verizon customer service team has sent the last three bill statements to our customer spanning from April **, 2016 up until June **, 2016. These three billing statements should assist in pinpointing the payment history. Verizon has also reviewed the monthly billing statements to ensure its accuracy. We show the billing to be correct and void of errors. We hope this information will assist you with this complaint. Our decision remains unchanged. This is our final determination.
Verizon contacted the customer and issued a credit adjustment to the account in the amount of $156.08 for the monthly charges for service from 12/**/15 - 1/**/16. The customer was already given $91.31 credit for activation charges. This left the customer with a credit balance of $247.39 and Verizon...
Finance advised it will be mailed out on 3/**/16. Verizon apologizes for any inconvenience the customer experienced as a result of this matter.
CONFIDENTIAL COMMUNICATION September 27,...
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. Ms. [redacted] states she ordered a loveseat and recliner seat covered from Fingerhut and never received the merchandise. She states she filed reports with the local shipper as well as the police department but has not been credited for the missing merchandise. She would like all charges for this order be taken off her account and close her account. Our records indicate Ms. [redacted] purchased a Sure Fit Stretch Suede Recliner Slipcover and a Sure Fit Stretch Suede Loveseat Slipcover on July 26, 2016. On August 8, 2016 Ms. [redacted] contacted Fingerhut stating she did not receive the ordered merchandise. At this time she stated she would fill out a legal affidavit online. Due to the monetary value of the merchandise ordered Ms. [redacted] was required to file a police report. We received the completed affidavit from Ms. [redacted] on August 9, 2016, however we did not receive the requested police report. On that same date an additional affidavit was e-mailed to Ms. [redacted]. We received the second completed affidavit back on September 11, 2016. This document was also denied due to not supplying a filed police report. We received the requested police report from Ms. [redacted] on September 19, 2016. On the same date the entire order placed on July 26, 2016 was credited to her account. Ms. [redacted] will be able to see the credit in the amount of $311.52 on her next billing statement. Per Ms. [redacted]’s request her Fingerhut account was closed on September 14, 2016. If her account was not paid in full when she closed it, her outstanding balance will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. At this time Ms. [redacted]’s current balance is $791.21. A minimum payment of $69.99 is due by October 20, 2016. If Ms. [redacted] has any further 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 Team VF/KS