Full response attached. CONFIDENTIAL COMMUNICATION: The payment Ms. [redacted]' son attempted to make was reversed with a reason of Account Invalid. He may send in documentation, if available, showing that the payment was actually processed. Ms. [redacted] still has a balance that she is responsible to...
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 failed to notify us of life line status being dropped. Verizon claimed that multiple applications were not received, and promised to retroactively adjust bills from December once life line application was approved. However, this was not possible because Verizon continued from February to June to claim that the 2nd and 3rd applications were in progress and asked us, the customer, to wait for approval. To now tell us that neither the 2nd nor 3rd application was ever received, after being told otherwise, is not acceptable. Business does claim that they can do nothing for us in this case, but I do not find their response as resolving my complaint. If I were not told months and months by customer service agents to keep waiting and call back after 6-8 weeks, I would have cancelled this service long ago, as Verizon has made it impossible to recertify the lifeline discount, by continually telling us that they are processing the application and telling us to wait, and then being told months later that they were never received.I am not complaining about the lack of opportunity to open an entirely new account, I am complaining about the charges accumulated over the last 6 months while being told lies by customer service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/10) */
CONFIDENTIAL COMMUNICATION
December 9, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced as a result of the issues stated in the inquiry. Her report of receiving unsatisfactory service is upsetting, as all agents are accountable to meet our professional standards. Additionally, a good faith effort must be made to connect customers with a supervisor upon request or, if unavailable, to refer it for a callback, preferably within 24 hours.
Our investigation confirms an order was placed on November 19, 2015 via the Fingerhut website consisting of multiple items totaling $929.83. Our records indicate that the SPT Wand Massager was a vendor-supplied item. On these types of items, we cannot guarantee the type of shipping packaging that is used for items sent directly by the vendor. The records further show that all three pairs of the Adidas Shoes were shipped from one of our fulfillment centers and should have arrived packed in a shipping carton. The shipping carriers are entrusted to handle all parcels with care, and we apologize if any item arrived in an unsatisfactory condition. Ms. [redacted] previously notified us that she is returning these items.
We agree that there was a promotion for a free spa pillow with the purchase of any health/beauty product at the time Ms. [redacted] placed the order. This promotion was set to automatically issue the discount upon order checkout after both the health/beauty item and the spa pillow had been added to the "shopping cart." Our records indicate that the pillow was not added to the cart. The terms of this promotion also state that if the health/beauty product is returned but the pillow is kept, then the customer will be billed the regular price. We did not send Ms. [redacted] the pillow for the reason that she intended to return the health/beauty product.
Total customer satisfaction is a goal we strive daily to achieve, so we regret if we fell short of this mark with Ms. [redacted]. We appreciate her patience and understanding while worked to provide this response and resolution.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Attempts to reach the customer by phone on 5/*/15, 5/**/15, 5/**/15 and by email on 5/**/15 were unsuccessful. No response or return call was received. No account number was provided with the complaint and we have been unable to locate an account without additional information. A...
Verizon spoke with the customer and apologized for the backup security for Internet services that was placed on his account without his approval. Verizon has issued the remaining refund in the amount of $49.03 which will appear on the 2-**-17 bill. Verizon also apologized for his poor experience...
with an unprofessional employee and advised that a coaching / training request has been submitted and that matter will be handled internally by Verizon. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit. The Specialist stated the reason for the call and left his contact information. As of today we have not heard from the customer.According to our...
records, this is a multi-dwelling unit. Verizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completely. There are coax lines that are not buried and they won't be buried. The technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cable. When we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unit. The new management company at complex will not allow them to move forward with original plans as old management company. An order must be initiated for customer to upgrade.
Rebuttal states complaint was for Revdex.com only and wanted no Verizon contact. Customer upset that Verizon passed the complaint on to Verizon. Customer states Revdex.com should not have served the complaint on Verizon and the Revdex.com again served Verizon with a Rebuttal. No action necessary by Verizon. This Rebuttal sent to Verizon appears to actually a complaint against the Revdex.com for referring this to Verizon.Joyce D[redacted]Verizon Executive Relations Sr. Analyst
A review of [redacted]'s account found that he was billed for 2 calling plans on the June, July and August 2015 bill. An adjustment was applied to the account of $85.60 on 9/**/2015. An adjustment of $66.82 was applied to the account on 9/**/2015 for the the freedom essentials plan 7/**/2015 - 9/**/2015 for the time the long distance portion of his service was blocked. The adjustments will appear on the October 2015 bill.
Initial Business Response /* (1000, 5, 2016/01/29) */
CONFIDENTIAL COMMUNICATION
January 29, 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]'s account regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that we have refunded a total of $90.00 on Ms. [redacted]'s account. A credit of $30.00 was issued directly to the method of payment used for the down payment on December 30, 2015. A refund check of $60.00 was sent to her on January 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked, and yes the $60.00 was received. thank you! but the $30 that you said was refunded to the method of payment(mastercard ending in [redacted]) was not refunded. I triple checked the transaction history for the last three months and there was no sign of it. it would have been alot easier if it had been sent in a check. attached is a log from that debit card and all its transactionm history. *note on the purchase that was made but not refunded log date *12/29/15 Debit: Signature purchase from 03-[redacted] FINGERHUT FRESHSTART 800-[redacted] MN [redacted] 03-[redacted]Direct Marketing - $30.00
Final Business Response /* (4000, 17, 2016/02/29) */
CONFIDENTIAL COMMUNICATION
February 29, 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.
On November 24, 2015, a payment of $30.00 was made to Ms. [redacted]'s account using a credit card ending 1990. Due to the dispute regarding this payment, the credit card company took back the funds (also known as a chargeback) on February 18, 2016. On December 28, 2015, a $30.00 payment was made with a credit card ending [redacted]. We received an additional chargeback from the credit card company on February 19, 2016. On December 30, 2015, a $30.00 payment was made using a bank account ending 6988. This payment was unsuccessful as the bank account was closed.
As mentioned, a refund check of $60.00 was issued to Ms. [redacted] on January 13, 2016, as the two credit cards payments posted to the account, but were charged back at a later date. Therefore, there is now a balance on the account of $61.73 due by March 20, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Final Consumer Response /* (2000, 19, 2016/03/10) */
Verizon has tried on many occasions to resolve [redacted]'s Internet concerns with no success because [redacted] will not cooperated with Verizon to repair her internet services. Verizon has advised [redacted] of her options.
Initial Business Response /* (1000, 6, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
# [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 that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We want to ensure Mr. [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance.
As a reminder to Mr. [redacted], the above referenced account is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month.
Mr. [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioning. This information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage.
Thank you for allowing us to assist and explain.
Sincerely,
[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:
My complaint has not been resolved because the correction to my credit report is not reflected. Until my credit report/ score is at least restored to original level then the business' error is not corrected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. Ms. [redacted] states she contacted Customer Service regarding her bill regarding a note that her account was more than thirty days past due. After a representative attempted to explain why the account was noted with that comment, Ms. [redacted] requested a manager. As none were available, she discontinued the call. Ms. [redacted] is seeking verification of Fingerhut’s credit bureau reporting policy and requesting Fingerhut to delete any negative reporting that may have resulted from her late payment. Our records reflect Ms. [redacted] reached out to Fingerhut on February 18, 2017, via email, regarding a note on her account stating that it was “thirty one days past due”. An email reply was sent requesting Ms. [redacted] contact Customer Service regarding her question. Ms. [redacted] contacted Fingerhut on March 1, 2017 regarding the note she saw on her account. The representative explained improperly that the day after the payment was due counts as Day Thirty-One. The days start counting from the last payment due date. For example Ms. [redacted]’s payment is due on the 13th of each month. If the payment is not received before the statement is issued on the 17th, her account would be considered thirty one days past due on the 18th. Please note that Fingerhut does not begin reporting late payments to the credit bureaus until an account reaches sixty days past due. A review of the call on March 1, 2017 shows that the representative advised Ms. [redacted] that the supervisors were on other calls and it may be a few more minutes before a supervisor would be available. Ms. [redacted] stated she would wait on hold for two minutes more and, if a supervisor did not assist her, she would end the call. No supervisor was available and Ms. [redacted] ended the call. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’s expectations. An account review completed on March 3, 2017 confirms Equifax, Experian and Trans Union are accurately reporting Ms. [redacted]’s account as Current. Fingerhut has not reported any negative payment information to the credit reporting agencies since the account was opened. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Ms. [redacted] may also contact the credit bureaus directly. Their phone numbers are as follows: Equifax: ###-###-#### TransUnion: ###-###-#### Experian: ###-###-#### Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
Verizon spoke with the customer who advised that she called on 8/*/17 to terminate service because she was so aggravated with the issues. We apologized and asked if there was anything we could do to keep the business and she said no. She is going to another company and they will be paying the early termination fee. The customer advised that she feels she should not have to pay two months bills because of the issues she has had. It was explained that we did review the repair tickets and it shows that she had a tech visit scheduled for 5/**/17 that was cancelled as no one would be home. The next repair ticket with a tech visit was 6/**/17 and closed 6/**/17. We issued a total of $433.29 in credits due to her issues. Her June bill was $243.80. Therefore, we gave her much more in credit than one month of charges. There is no justification for any more credit. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to move to newer, more capable routers. The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). 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 online security (through use of the [redacted] protocol), and provide a better customer experience. However, if [redacted] do not wish to upgrade, they will be billed for a router maintenance surcharge of $2.80 per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router. Verizon began notifying customers through email and direct mail starting July **. All customers will 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 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. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
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:
[Your Answer Here]
Some of the things on there are NOT correct, but I did contact Verizon today, June **, 2015 and spoke with a representative and she said the $30.00 would be credited to the next billing cycle coming out on July **, 2015. The total of the bill is $101.25 and I am to subtract the $30.00 and pay my current bill which is $71.25. The issue seams resolved at this point and I made it very clear for the representative to make notation of our conversation and what I was to pay and that I will be paying that and I expect the $30.00 back on the next billing cycle.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised Verizon has explained many times to [redacted], who Verizon has taken extraordinary steps to appease, that she must pay for her service to continue to receive it. Verizon will not open another forum to request unforthcoming substation of problems with [redacted]’s...
Dear Ms. [redacted]:Toll Free [redacted]April 27, 2016I am in receipt of your letter dated April 25, 2016, in regards to the above-referenced matter.I want to first and foremost apologize to [redacted] for any inconvenience that this has caused her.also want to assure her that this account has been...
closed and cancelled from my company by our clientas this account was placed in erro;.We strive to treat everyone with empathy and professionalism and I am sorry that this situationoccurred. B[redacted] about this.Sincerely yours,
Full response attached. CONFIDENTIAL COMMUNICATION: The payment Ms. [redacted]' son attempted to make was reversed with a reason of Account Invalid. He may send in documentation, if available, showing that the payment was actually processed. Ms. [redacted] still has a balance that she is responsible to...
pay for.
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 failed to notify us of life line status being dropped. Verizon claimed that multiple applications were not received, and promised to retroactively adjust bills from December once life line application was approved. However, this was not possible because Verizon continued from February to June to claim that the 2nd and 3rd applications were in progress and asked us, the customer, to wait for approval. To now tell us that neither the 2nd nor 3rd application was ever received, after being told otherwise, is not acceptable. Business does claim that they can do nothing for us in this case, but I do not find their response as resolving my complaint. If I were not told months and months by customer service agents to keep waiting and call back after 6-8 weeks, I would have cancelled this service long ago, as Verizon has made it impossible to recertify the lifeline discount, by continually telling us that they are processing the application and telling us to wait, and then being told months later that they were never received.I am not complaining about the lack of opportunity to open an entirely new account, I am complaining about the charges accumulated over the last 6 months while being told lies by customer service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/10) */
CONFIDENTIAL COMMUNICATION
December 9, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced as a result of the issues stated in the inquiry. Her report of receiving unsatisfactory service is upsetting, as all agents are accountable to meet our professional standards. Additionally, a good faith effort must be made to connect customers with a supervisor upon request or, if unavailable, to refer it for a callback, preferably within 24 hours.
Our investigation confirms an order was placed on November 19, 2015 via the Fingerhut website consisting of multiple items totaling $929.83. Our records indicate that the SPT Wand Massager was a vendor-supplied item. On these types of items, we cannot guarantee the type of shipping packaging that is used for items sent directly by the vendor. The records further show that all three pairs of the Adidas Shoes were shipped from one of our fulfillment centers and should have arrived packed in a shipping carton. The shipping carriers are entrusted to handle all parcels with care, and we apologize if any item arrived in an unsatisfactory condition. Ms. [redacted] previously notified us that she is returning these items.
We agree that there was a promotion for a free spa pillow with the purchase of any health/beauty product at the time Ms. [redacted] placed the order. This promotion was set to automatically issue the discount upon order checkout after both the health/beauty item and the spa pillow had been added to the "shopping cart." Our records indicate that the pillow was not added to the cart. The terms of this promotion also state that if the health/beauty product is returned but the pillow is kept, then the customer will be billed the regular price. We did not send Ms. [redacted] the pillow for the reason that she intended to return the health/beauty product.
Total customer satisfaction is a goal we strive daily to achieve, so we regret if we fell short of this mark with Ms. [redacted]. We appreciate her patience and understanding while worked to provide this response and resolution.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Attempts to reach the customer by phone on 5/*/15, 5/**/15, 5/**/15 and by email on 5/**/15 were unsuccessful. No response or return call was received. No account number was provided with the complaint and we have been unable to locate an account without additional information. A...
please call letter was sent on 5/**/15.[redacted]
Verizon spoke with the customer and apologized for the backup security for Internet services that was placed on his account without his approval. Verizon has issued the remaining refund in the amount of $49.03 which will appear on the 2-**-17 bill. Verizon also apologized for his poor experience...
with an unprofessional employee and advised that a coaching / training request has been submitted and that matter will be handled internally by Verizon. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
A Specialist reached out to the customer on May [redacted] and May [redacted] to upgrade their service from a multi dwelling unit to a single family unit. The Specialist stated the reason for the call and left his contact information. As of today we have not heard from the customer.According to our...
records, this is a multi-dwelling unit. Verizon went out to complete an install where we were removing the customer from the multi dwelling unit optical network terminal to a Single Family Unit where the drop would be removed completely. There are coax lines that are not buried and they won't be buried. The technicians had to use new coax lines to tie into the Comcast connections to provide TV service using the condo's "in wall" cable. When we complete the new install, we will bypass all of this and eliminate the unburied coax for the customer.Per the Local manager the temporary wires on ground can't be removed until the customer upgrades service from a multi dwelling unit to a single family unit. The new management company at complex will not allow them to move forward with original plans as old management company. An order must be initiated for customer to upgrade.
Rebuttal states complaint was for Revdex.com only and wanted no Verizon contact. Customer upset that Verizon passed the complaint on to Verizon. Customer states Revdex.com should not have served the complaint on Verizon and the Revdex.com again served Verizon with a Rebuttal. No action necessary by Verizon. This Rebuttal sent to Verizon appears to actually a complaint against the Revdex.com for referring this to Verizon.Joyce D[redacted]Verizon Executive Relations Sr. Analyst
Please find our response attached.
A review of [redacted]'s account found that he was billed for 2 calling plans on the June, July and August 2015 bill. An adjustment was applied to the account of $85.60 on 9/**/2015. An adjustment of $66.82 was applied to the account on 9/**/2015 for the the freedom essentials plan 7/**/2015 - 9/**/2015 for the time the long distance portion of his service was blocked. The adjustments will appear on the October 2015 bill.
Initial Business Response /* (1000, 5, 2016/01/29) */
CONFIDENTIAL COMMUNICATION
January 29, 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]'s account regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that we have refunded a total of $90.00 on Ms. [redacted]'s account. A credit of $30.00 was issued directly to the method of payment used for the down payment on December 30, 2015. A refund check of $60.00 was sent to her on January 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked, and yes the $60.00 was received. thank you! but the $30 that you said was refunded to the method of payment(mastercard ending in [redacted]) was not refunded. I triple checked the transaction history for the last three months and there was no sign of it. it would have been alot easier if it had been sent in a check. attached is a log from that debit card and all its transactionm history. *note on the purchase that was made but not refunded log date *12/29/15 Debit: Signature purchase from 03-[redacted] FINGERHUT FRESHSTART 800-[redacted] MN [redacted] 03-[redacted]Direct Marketing - $30.00
Final Business Response /* (4000, 17, 2016/02/29) */
CONFIDENTIAL COMMUNICATION
February 29, 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.
On November 24, 2015, a payment of $30.00 was made to Ms. [redacted]'s account using a credit card ending 1990. Due to the dispute regarding this payment, the credit card company took back the funds (also known as a chargeback) on February 18, 2016. On December 28, 2015, a $30.00 payment was made with a credit card ending [redacted]. We received an additional chargeback from the credit card company on February 19, 2016. On December 30, 2015, a $30.00 payment was made using a bank account ending 6988. This payment was unsuccessful as the bank account was closed.
As mentioned, a refund check of $60.00 was issued to Ms. [redacted] on January 13, 2016, as the two credit cards payments posted to the account, but were charged back at a later date. Therefore, there is now a balance on the account of $61.73 due by March 20, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Final Consumer Response /* (2000, 19, 2016/03/10) */
Verizon has tried on many occasions to resolve [redacted]'s Internet concerns with no success because [redacted] will not cooperated with Verizon to repair her internet services. Verizon has advised [redacted] of her options.
The activation fee is applicable and sustained. We understand that the customer is not satisfied with the response but this is our final response.
Initial Business Response /* (1000, 6, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
# [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 that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We want to ensure Mr. [redacted] has the information that will provide a clearer understanding of his credit account, as well as its existing balance.
As a reminder to Mr. [redacted], the above referenced account is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Annual Percentage Rate of 24.9%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month.
Mr. [redacted] may review the terms and conditions provided in the welcome packet we sent him upon approval for a full and detailed explanation of the account and its functioning. This information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the homepage.
Thank you for allowing us to assist and explain.
Sincerely,
[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:
My complaint has not been resolved because the correction to my credit report is not reflected. Until my credit report/ score is at least restored to original level then the business' error is not corrected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. Ms. [redacted] states she contacted Customer Service regarding her bill regarding a note that her account was more than thirty days past due. After a representative attempted to explain why the account was noted with that comment, Ms. [redacted] requested a manager. As none were available, she discontinued the call. Ms. [redacted] is seeking verification of Fingerhut’s credit bureau reporting policy and requesting Fingerhut to delete any negative reporting that may have resulted from her late payment. Our records reflect Ms. [redacted] reached out to Fingerhut on February 18, 2017, via email, regarding a note on her account stating that it was “thirty one days past due”. An email reply was sent requesting Ms. [redacted] contact Customer Service regarding her question. Ms. [redacted] contacted Fingerhut on March 1, 2017 regarding the note she saw on her account. The representative explained improperly that the day after the payment was due counts as Day Thirty-One. The days start counting from the last payment due date. For example Ms. [redacted]’s payment is due on the 13th of each month. If the payment is not received before the statement is issued on the 17th, her account would be considered thirty one days past due on the 18th. Please note that Fingerhut does not begin reporting late payments to the credit bureaus until an account reaches sixty days past due. A review of the call on March 1, 2017 shows that the representative advised Ms. [redacted] that the supervisors were on other calls and it may be a few more minutes before a supervisor would be available. Ms. [redacted] stated she would wait on hold for two minutes more and, if a supervisor did not assist her, she would end the call. No supervisor was available and Ms. [redacted] ended the call. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’s expectations. An account review completed on March 3, 2017 confirms Equifax, Experian and Trans Union are accurately reporting Ms. [redacted]’s account as Current. Fingerhut has not reported any negative payment information to the credit reporting agencies since the account was opened. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Ms. [redacted] may also contact the credit bureaus directly. Their phone numbers are as follows: Equifax: ###-###-#### TransUnion: ###-###-#### Experian: ###-###-#### Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
Verizon spoke with the customer who advised that she called on 8/*/17 to terminate service because she was so aggravated with the issues. We apologized and asked if there was anything we could do to keep the business and she said no. She is going to another company and they will be paying the early termination fee. The customer advised that she feels she should not have to pay two months bills because of the issues she has had. It was explained that we did review the repair tickets and it shows that she had a tech visit scheduled for 5/**/17 that was cancelled as no one would be home. The next repair ticket with a tech visit was 6/**/17 and closed 6/**/17. We issued a total of $433.29 in credits due to her issues. Her June bill was $243.80. Therefore, we gave her much more in credit than one month of charges. There is no justification for any more credit. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Thank you for referring this complaint to us for a response. is concerned about a router maintenance surcharge of $2.80 per month. The fee addresses high costs associated with certain, older routers that some customers continue to use, while providing cost-effective choices for customers to move to newer, more capable routers. The $2.80 router maintenance surcharge will only apply to the minority of customers who continue to use older models of Verizon-provided broadband home routers ([redacted]). 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 online security (through use of the [redacted] protocol), and provide a better customer experience. However, if [redacted] do not wish to upgrade, they will be billed for a router maintenance surcharge of $2.80 per month. The interaction between the latest connected devices and these older routers often leads to additional calls to Verizon technical support than we see for customers who have our newer routers. The latest connected devices include PCs, tablets, smart phones that support the latest Wi-Fi and wired speeds. Upgrading to a newer model router will both give customers additional options for their service, and will reduce these costs. The router maintenance charge is for the additional cost to support customers who do not choose to upgrade their router. Verizon began notifying customers through email and direct mail starting July **. All customers will 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 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. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that has experienced as a result of the above matter. Should the Federal Communications Commission have any questions, please contact S. Kashif using the contact information you have on file.
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:
[Your Answer Here]
Some of the things on there are NOT correct, but I did contact Verizon today, June **, 2015 and spoke with a representative and she said the $30.00 would be credited to the next billing cycle coming out on July **, 2015. The total of the bill is $101.25 and I am to subtract the $30.00 and pay my current bill which is $71.25. The issue seams resolved at this point and I made it very clear for the representative to make notation of our conversation and what I was to pay and that I will be paying that and I expect the $30.00 back on the next billing cycle.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised Verizon has explained many times to [redacted], who Verizon has taken extraordinary steps to appease, that she must pay for her service to continue to receive it. Verizon will not open another forum to request unforthcoming substation of problems with [redacted]’s...
Internet service or to rehash other arguments.
Dear Ms. [redacted]:Toll Free [redacted]April 27, 2016I am in receipt of your letter dated April 25, 2016, in regards to the above-referenced matter.I want to first and foremost apologize to [redacted] for any inconvenience that this has caused her.also want to assure her that this account has been...
closed and cancelled from my company by our clientas this account was placed in erro;.We strive to treat everyone with empathy and professionalism and I am sorry that this situationoccurred. B[redacted] about this.Sincerely yours,