Spoke with [redacted] in regards to his bundle rate of $129.99 and total estimate of $189.39 with upgrade to [redacted]. Added TV package upgrade and 2 year along with proper discounts to honor what was advised.
Initial Business Response /* (1000, 5, 2015/10/14) */
CONFIDENTIAL COMMUNICATION
October 9, 2015
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.
Ms. [redacted] claims that she set up recurring monthly payments to be drafted from the account on the 3rd of each month, but that two payments of $77 were drafted on October 4th and 5th. We sincerely apologize for this and we have credited the account $77. We did not draft a payment on October 3rd, and a payment of $59.99 was due by 10/5, so if we were to credit back the second $77, the account would not be current. The account did not accrue any late fees or overdraft charges, as the account was paid by the due date of the 5th.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
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.Verizon is still unable to be reached over the phone and I continue to experience service interruptions (if the issue persists I will be requesting to cancel my contract as they are no longer able to manage or maintain their advertised service that I signed up for- this will likely require another Revdex.com complaint as Verizon will attempt to fight the early termination).
Sincerely,
[redacted]
Attn: [redacted] Re: Case Number [redacted] Dear [redacted], In reply to Nicholas R[redacted]' response to the above referenced case, I am attaching 2 letters that were sent to Credit Adjustment Board. We severed our business relationship with Credit Adjustment Board on April 17, 2015. At that time, the agreement between [redacted] and Credit Adjustment Board dated August 11 , 2014, became void. The funds collected that Nicholas R[redacted] claims he earned a fee on were collected in October, November, and December 2015, after we stopped using Credit Adjustment Board services. Please see the attached correspondence.
Verizon removed the DVR from the customer’s account, sent her an email confirmation showing the same, and we applied credit of $28.85 to the bill for DVR service and pro-rated charges. We apologize for any inconvenience the customer experienced as a result of this matter.
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 misled you to believe that Att master card reversed charges days later via a check. Not so. They don't operate that way. Gave me conditional credit early April and did not make permanent til mid June over 60 days later and only after Citicard issuer of att mastercard completed their investigation. I'm attaching Citi cards letter as well as e-mail I received via mail from I C System Verizons collections agency whom dropped the case. Verizon claims they have no recoreded phone call of May [redacted] proving zero bal. They have not denied conf.#[redacted] which was given to me verifying that conversation. Let me give one more chance to find tel call made on May [redacted] 2017 at 12:45pm. It was answered by cust. svc. rep. who was rude and no resolution. I asked him to put a supervisor on the line. He said he could not. I insisted to speak with someone else. He said he could connect me to billing. I said ok and he transferred me to billing. A female voice answered saying she was Vina. I asked her about bill and she said I had zero balance. I asked her to send me an e-mail stating that and she said that I was no longer a customer and could not e-mail me. I then asked for confirmation number and she gave me #[redacted]. So Verizon should check for recorded call to customer service then transferred to billing dept. on May [redacted] at 12:45pm.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
After multiple attempts, Verizon was unable to make customer contact. Customer’s home phone number provided in the complaint was listed under another customer name and account for a Diane Bowers. When attempting to reach Jennifer on her reach number of ###-###-####, there was no answer....
Since we were unable to make contact with [redacted] to confirm her account information we were unable to begin an investigation.
[redacted]
[redacted]
[redacted]I am in receipt of your letter dated May 1, 2015, in regards to the above-referenced matter. I want toapologize to [redacted] for any inconvenience that we have caused her. Please let her know, that we willaccept her $20.00 a month payment towards...
her accounts. I have instructed my [redacted], to handle this account personally and to send [redacted] a payment plan letter andreturn envelope to her each month.If [redacted] needs anything else, please have her call [redacted]Thanks again for your help in this matter.Sincerely,[redacted]
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
Confirm the equipment retrieval order is cancelled out, so [redacted] will not be billed for unreturned equipment charges. [redacted] was advised she will get a final bill.
[redacted] was advised Encore wasn't removed but its name changed on 4-*-16 to Starz Encore. Also advised the he owed on his 4-**-16 bill $177.68 and May bill for $214.87 totaling $392.55. We did issue $5 credit for late payment charge on 5-**-16 and [redacted] mailed...
in payment of $387.55 so he now has a zero balance.
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]
...⇄ # [redacted] Revdex.com of Minnesota 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order for a Polaroid 18MP 8X Zoom Camera Bundle with a 2 yr. Extended Service Plan (ESP) and an Ariat Women’s Fatbaby Heritage Riding Boot Tan Size 6.5 on November 15, 2015 on our website. On November 17, 2015 the boots were cancelled because they were out of stock. The camera bundle with ESP was shipped and delivered to Ms. [redacted]. The order total for the camera bundle and ESP was $139.97. On November 28, 2015 Ms. [redacted]’s statement cycled and reflected a minimum payment due of $14.99 by December 24, 2015. Our return policy is listed in our catalogs and on our website and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. We received the return of the camera bundle on December 29, 2015 and Ms. [redacted]’s account was credited in the amount of $122.03. The original shipping and handling charges of $9.99 were not credited. A return fee of $7.95 was also applied. We received an email from Ms. [redacted] on January 5, 2016 in which she stated she was not paying a late fee for something she returned to us. We sent an email to Ms. [redacted] explaining the shipping and handling charges are non-refundable. Since a minimum payment was due prior to the return being received and credited, Ms. [redacted] is responsible for the remaining charges on the account. We have credited two late fees as a courtesy in the amount of $66.98. The remaining balance on Ms. [redacted]’s account is $45.24 as of the date of this letter. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. A representative from [redacted] contacted me today and cleared up the issues.
Sincerely,
[redacted]
Dear Ms. [redacted], Please see my attached letter to your office regarding [redacted]’s concerns. My response exceeds the 2000 character limit so I have attached it to this inquiry. Thank you, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
The case was sent to both the Fiber Solutions Center (FSC) and to the business office.Records indicate that the customer called in to report a service issue that was resolved the same day.On 12/*/2016, a business office specialist spoke with the customer who requested to discuss the issue...
tomorrow.On 12/*/2016, the specialist left a message for the customer to call.The specialist spoke with the customer who explained that she is not satisfied with the changed to our Video on Demand (VOD) service: charges for shows that were once free. The specialist advised that she would investigate further and call back.On 12/*/2016, the specialist called the customer as planned and explained that our VOD was recently updated and now certain shows will charge a rental fee. Again, the customer is not satisfied with this. She does have DVR, so the specialist suggested she record her shows. As a courtesy, she did agree to credit the two rental fees for programming ordered: December 2nd Secrets and Lies $2.99 and December [redacted] Conviction $2.99. Unfortunately, there is no additional compensation that will be issued, as this is a company-wide change. The customer is not satisfied
CONFIDENTIAL COMMUNICATION
March 16, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Cir.
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our investigation confirms that Ms. [redacted] purchased a MyHome Tall Wine Cabinet on August 22, 2013. On September 24, 2013, she contacted us regarding missing parts to the cabinet, and the phone agent sent a shipping label to her 'c[redacted]@yahoo.com' email so she could return the item.
However, we never received the return and did not hear from Ms. [redacted] until several months later when our Billing/Recovery Department made contact regarding her past due balance. By this time, the item could no longer be returned as the 180 day timeframe allowed by our return policy had already passed, and Ms. [redacted] resumed payments on it as of April 2014. She paid the balance in full with the final payment received on December 31, 2014.
We have received and responded to all of the disputes Ms. [redacted] filed with the credit bureaus regarding this matter and her Fingerhut account. The determination made for each was that we had reported her account accurately and no changes and/or deletion of the trade-line would be made.
On October 12, 2015, we received an email from Ms. [redacted] requesting that we close her account, and delete the associated credit reporting file. We replied on the same date that her account had been closed per her request. However, it was not closed due to an oversight on our part, for which we sincerely apologize. Her account was closed upon receipt of this inquiry.
In regards to her credit reporting, we maintain that her account was correctly reported to the bureaus and that it cannot be changed or deleted as we are required to furnish accurate reporting in accord with the Fair Credit Report Act.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
I am rejecting this response because:
First off, my account balance is IRRELEVANT to this issue. I KNOW the shoes have to be returned. I didn't want credit on my account as I need a pair of shoes. You are waiving shipping but that still penalizes me because it increases my balance and interest charged on that balance until this is completed.Its funny as long as I have been your loyal customer that you are giving me such a run around. Were this ordered from Amazon, it would have already been replaced and the defective shoes would be on the way back to them.I will not accept any offered solution by you that doesnt replace these shoes without causing a penalty to me in balance/interest/payment going up on my account. I make my payments regularly and have only been late once since I opened an account with you.
Good afternoon,We zero'd out the account and also sent deletion letter to the claimant and have advised the credit agencies to remove this from the claimant's pay history.
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]
Spoke with [redacted] in regards to his bundle rate of $129.99 and total estimate of $189.39 with upgrade to [redacted]. Added TV package upgrade and 2 year along with proper discounts to honor what was advised.
Initial Business Response /* (1000, 5, 2015/10/14) */
CONFIDENTIAL COMMUNICATION
October 9, 2015
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.
Ms. [redacted] claims that she set up recurring monthly payments to be drafted from the account on the 3rd of each month, but that two payments of $77 were drafted on October 4th and 5th. We sincerely apologize for this and we have credited the account $77. We did not draft a payment on October 3rd, and a payment of $59.99 was due by 10/5, so if we were to credit back the second $77, the account would not be current. The account did not accrue any late fees or overdraft charges, as the account was paid by the due date of the 5th.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
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.Verizon is still unable to be reached over the phone and I continue to experience service interruptions (if the issue persists I will be requesting to cancel my contract as they are no longer able to manage or maintain their advertised service that I signed up for- this will likely require another Revdex.com complaint as Verizon will attempt to fight the early termination).
Sincerely,
[redacted]
Attn: [redacted] Re: Case Number [redacted] Dear [redacted], In reply to Nicholas R[redacted]' response to the above referenced case, I am attaching 2 letters that were sent to Credit Adjustment Board. We severed our business relationship with Credit Adjustment Board on April 17, 2015. At that time, the agreement between [redacted] and Credit Adjustment Board dated August 11 , 2014, became void. The funds collected that Nicholas R[redacted] claims he earned a fee on were collected in October, November, and December 2015, after we stopped using Credit Adjustment Board services. Please see the attached correspondence.
Verizon removed the DVR from the customer’s account, sent her an email confirmation showing the same, and we applied credit of $28.85 to the bill for DVR service and pro-rated charges. We apologize for any inconvenience the customer experienced as a result of this matter.
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 misled you to believe that Att master card reversed charges days later via a check. Not so. They don't operate that way. Gave me conditional credit early April and did not make permanent til mid June over 60 days later and only after Citicard issuer of att mastercard completed their investigation. I'm attaching Citi cards letter as well as e-mail I received via mail from I C System Verizons collections agency whom dropped the case. Verizon claims they have no recoreded phone call of May [redacted] proving zero bal. They have not denied conf.#[redacted] which was given to me verifying that conversation. Let me give one more chance to find tel call made on May [redacted] 2017 at 12:45pm. It was answered by cust. svc. rep. who was rude and no resolution. I asked him to put a supervisor on the line. He said he could not. I insisted to speak with someone else. He said he could connect me to billing. I said ok and he transferred me to billing. A female voice answered saying she was Vina. I asked her about bill and she said I had zero balance. I asked her to send me an e-mail stating that and she said that I was no longer a customer and could not e-mail me. I then asked for confirmation number and she gave me #[redacted]. So Verizon should check for recorded call to customer service then transferred to billing dept. on May [redacted] at 12:45pm.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
After multiple attempts, Verizon was unable to make customer contact. Customer’s home phone number provided in the complaint was listed under another customer name and account for a Diane Bowers. When attempting to reach Jennifer on her reach number of ###-###-####, there was no answer....
Since we were unable to make contact with [redacted] to confirm her account information we were unable to begin an investigation.
[redacted]
[redacted]
[redacted]I am in receipt of your letter dated May 1, 2015, in regards to the above-referenced matter. I want toapologize to [redacted] for any inconvenience that we have caused her. Please let her know, that we willaccept her $20.00 a month payment towards...
her accounts. I have instructed my [redacted], to handle this account personally and to send [redacted] a payment plan letter andreturn envelope to her each month.If [redacted] needs anything else, please have her call [redacted]Thanks again for your help in this matter.Sincerely,[redacted]
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
Confirm the equipment retrieval order is cancelled out, so [redacted] will not be billed for unreturned equipment charges. [redacted] was advised she will get a final bill.
[redacted] was advised Encore wasn't removed but its name changed on 4-*-16 to Starz Encore. Also advised the he owed on his 4-**-16 bill $177.68 and May bill for $214.87 totaling $392.55. We did issue $5 credit for late payment charge on 5-**-16 and [redacted] mailed...
in payment of $387.55 so he now has a zero balance.
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]
CONFIDENTIAL COMMUNICATION March 31, 2016...
...⇄ # [redacted] Revdex.com of Minnesota 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order for a Polaroid 18MP 8X Zoom Camera Bundle with a 2 yr. Extended Service Plan (ESP) and an Ariat Women’s Fatbaby Heritage Riding Boot Tan Size 6.5 on November 15, 2015 on our website. On November 17, 2015 the boots were cancelled because they were out of stock. The camera bundle with ESP was shipped and delivered to Ms. [redacted]. The order total for the camera bundle and ESP was $139.97. On November 28, 2015 Ms. [redacted]’s statement cycled and reflected a minimum payment due of $14.99 by December 24, 2015. Our return policy is listed in our catalogs and on our website and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. We received the return of the camera bundle on December 29, 2015 and Ms. [redacted]’s account was credited in the amount of $122.03. The original shipping and handling charges of $9.99 were not credited. A return fee of $7.95 was also applied. We received an email from Ms. [redacted] on January 5, 2016 in which she stated she was not paying a late fee for something she returned to us. We sent an email to Ms. [redacted] explaining the shipping and handling charges are non-refundable. Since a minimum payment was due prior to the return being received and credited, Ms. [redacted] is responsible for the remaining charges on the account. We have credited two late fees as a courtesy in the amount of $66.98. The remaining balance on Ms. [redacted]’s account is $45.24 as of the date of this letter. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. A representative from [redacted] contacted me today and cleared up the issues.
Sincerely,
[redacted]
Dear Ms. [redacted], Please see my attached letter to your office regarding [redacted]’s concerns. My response exceeds the 2000 character limit so I have attached it to this inquiry. Thank you, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
The case was sent to both the Fiber Solutions Center (FSC) and to the business office.Records indicate that the customer called in to report a service issue that was resolved the same day.On 12/*/2016, a business office specialist spoke with the customer who requested to discuss the issue...
tomorrow.On 12/*/2016, the specialist left a message for the customer to call.The specialist spoke with the customer who explained that she is not satisfied with the changed to our Video on Demand (VOD) service: charges for shows that were once free. The specialist advised that she would investigate further and call back.On 12/*/2016, the specialist called the customer as planned and explained that our VOD was recently updated and now certain shows will charge a rental fee. Again, the customer is not satisfied with this. She does have DVR, so the specialist suggested she record her shows. As a courtesy, she did agree to credit the two rental fees for programming ordered: December 2nd Secrets and Lies $2.99 and December [redacted] Conviction $2.99. Unfortunately, there is no additional compensation that will be issued, as this is a company-wide change. The customer is not satisfied
CONFIDENTIAL COMMUNICATION
March 16, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Cir.
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our investigation confirms that Ms. [redacted] purchased a MyHome Tall Wine Cabinet on August 22, 2013. On September 24, 2013, she contacted us regarding missing parts to the cabinet, and the phone agent sent a shipping label to her 'c[redacted]@yahoo.com' email so she could return the item.
However, we never received the return and did not hear from Ms. [redacted] until several months later when our Billing/Recovery Department made contact regarding her past due balance. By this time, the item could no longer be returned as the 180 day timeframe allowed by our return policy had already passed, and Ms. [redacted] resumed payments on it as of April 2014. She paid the balance in full with the final payment received on December 31, 2014.
We have received and responded to all of the disputes Ms. [redacted] filed with the credit bureaus regarding this matter and her Fingerhut account. The determination made for each was that we had reported her account accurately and no changes and/or deletion of the trade-line would be made.
On October 12, 2015, we received an email from Ms. [redacted] requesting that we close her account, and delete the associated credit reporting file. We replied on the same date that her account had been closed per her request. However, it was not closed due to an oversight on our part, for which we sincerely apologize. Her account was closed upon receipt of this inquiry.
In regards to her credit reporting, we maintain that her account was correctly reported to the bureaus and that it cannot be changed or deleted as we are required to furnish accurate reporting in accord with the Fair Credit Report Act.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
I am rejecting this response because:
First off, my account balance is IRRELEVANT to this issue. I KNOW the shoes have to be returned. I didn't want credit on my account as I need a pair of shoes. You are waiving shipping but that still penalizes me because it increases my balance and interest charged on that balance until this is completed.Its funny as long as I have been your loyal customer that you are giving me such a run around. Were this ordered from Amazon, it would have already been replaced and the defective shoes would be on the way back to them.I will not accept any offered solution by you that doesnt replace these shoes without causing a penalty to me in balance/interest/payment going up on my account. I make my payments regularly and have only been late once since I opened an account with you.
Good afternoon,We zero'd out the account and also sent deletion letter to the claimant and have advised the credit agencies to remove this from the claimant's pay history.
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]