CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 September...
13, 2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband VIP Plus program. Mr. [redacted] states that on September 6, 2016 he found that the Haband VIP Plus program has been charging his Visa credit card account every month for the past 9 months for $14.97 without his approval or knowledge. He called a Haband VIP Plus customer service representative and was told that there would be no refund but he could cancel the service. He called again and the representative told him that the membership was not cancelled and he would continue to be charged the monthly fee. Mr. [redacted]’s desired resolution is cancellation of the program and a refund of $134.73. Our records indicate that an enrollment for the Haband VIP Plus program was accepted while placing a web order that was received on September 10, 2015. Mr. [redacted] was presented with an opportunity to save $15 off his next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mr. [redacted] ever obligated to accept this membership offer and his Haband purchase was not contingent upon him accepting the offer. To enroll in this program, Mr. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page he entered his email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mr. [redacted] skipped any one of these steps, no membership would have been established. Of course once enrolled the customer has the option to cancel their membership at any time with no further obligation. We have contacted our partner company that administers our Haband VIP Plus program and have received confirmation that the membership has been cancelled on September 8, 2016. Mr. [redacted] was fully refunded $181.63. This refund consists of the trial fee of $1.99 and 12 credits of the $14.97 monthly fee. The credits were issued on September 14, 2016 to Visa Credit Card in which the payment was originally applied. If Mr. [redacted] has any further questions or concerns, he may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Saturday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
I am rejecting this response because: i'm going to pay for an item I returned until it's payed off idon't get my disablity check til next monthi'll send the payment of the amount owed
[redacted]Hello and I would like to respond to this complaint by first offering my sincerest apologizes for any inconvenience this may have caused the complainant. We did notify the complainant of this delinquent account, in writing on May -28-2016. We also offered the complainant payment...
arrangements. We were notified by complainant to cease communications with her on July- 15-2016 ,and we did so immediately, and have not contacted nor will we contact complainant again in the future in regards to this account.Please have the complainant contact me directly if she needs anything else .Thanks,Nick
Subsequent to receipt of the complaint, I forwarded [redacted] concerns to our Final Accounts Department for further investigation. Account [redacted]was showing as an unpaid collection on the customer’s credit report in the amount of $88. The representative submitted...
request to delete the account from the customer’s credit report. I advised the customer of this information and requested Final Accounts to send a copy of the deletion letter via her email address within the next several days. Ms. was satisfied.
In accordance with our investigation, it was confirmed that the customer was billed a $29.99 restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored. We issued a credit adjustment of $29.99. The final bill was rendered in the amount...
of $24.49. With the credit, it now has credit balance of $5.50 which will be refunded in approximately thirty days. Verizon apologizes 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:
I am fed up with Verizon's response on insisting that repair was chargeable since it was done inside my premises, even though it was not. I can only maintain that work was done in the basement and not in my office since the repairman came up from the basement and told me the repair was completed. As consumers, when a large utility company wants to impose an unjustified charge down our throats there's really not much we can do about it since it is our words against theirs. I believe this is Verizon's way of forcing consumers to purchase their wire maintenance plan. Since this Revdex.com complaint is not getting anywhere, I will file a complaint with the Department of Public Service.Revdex.com, thank you for your help.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A representative spoke with the consumer who reviewed the orders and provided a breakdown of the estimated charges the service would be on each order. The representative advised there have been no additional line charges on any of the bills. The representative sent the...
customer copies of the reviewed bills for her review. The representative issued two adjustments of $10.00 and the late payment fee; as a courtesy. The representative added a recurring adjustment of $10.00 for the remainder of the customer's contract for customer satisfaction.
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:[NO one at Verizon has called me to discuss my complaint. I can be reached at ###-###-####.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of the complaint, we spoke with the customer, apologized for the inconvenience and reviewed the customer's account. It was confirmed that the services were disconnected on December **, 2014 and the bill was mailed to the customer's new address. The...
account was credited for the pro-rated charges billed from December ** through December **, 2014 and there was an Early Termination Fee of $160.00 as there were 16 months left on the contract. In March 2014, it shows there was a 24 month agreement through March **, 2016. The final bill iwas due on January **, 2015. Printed on the January bill statement it states - Your account has been disconnected. Any other charges or credits will appear on your next bill. Overdue balances are subject to collection action. Pay your overdue charges today at verizon.com/paybill. Also printed on the January and February bills which were mailed to the customer under Legal Notices it states Credit Reporting If you fail to pay your bill, Verizon may submit a negative credit report to a credit reporting agency, which will negatively affect your credit report. This information was emailed to the customer at the address provided.
CONFIDENTIAL COMMUNICATION August 7, 2017 Better Business...
Bureau 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 rebuttal we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review. Sincerely, Vi [redacted]Executive Care Team VF/jg
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 issue is not resolved. The business's response is not adequate $18 for an entire months non-service and all the hassles it caused me is not adequate.Please reopen my complaint as requested. In addition I have been paying for "high-speed internet" for years and found out that I have never been receiving the high speed service I was paying for. They have been overcharging me for years.
Sincerely,
[redacted]
Verizon contacted the customer on 1/**/16 and the service tested as working. The test also showed that a telephone was not connected to the Optical Network Terminal. The technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test...
one phone only at each jack at a time. The customer was not home but she said that she would test on 1/[redacted] in the evening and she requested a follow up call on 1/**/16. On 1/[redacted]16, Verizon recalled the customer who stated service was working fine. The customer requested out of service credit. It was noted that Verizon does no credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit. Verizon apologizes for any inconvenience experienced by the customer as a result of this matter.
I am rejecting this response because: this was my first order with this company and new credit. It stated Free shipping on your first order with an approved Gettington Credit Account.
CONFIDENTIAL COMMUNICATION June 22, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] asserts that he does not believe he owes a balance on his Fingerhut account. Our records indicate credit was issued on May 11, 2016 for the jewelry set, however, as it was explained to Mr. [redacted] in our previous response, he is responsible for shipping and handling costs. Our return policy states, “The original and return shipping/handling is non-refundable if your item is not damaged, defective or in the case of a shipping error.” This policy is available on our website by clicking ‘Returns’, in the “blue pages” of our catalog, and on the customer’s packing slip inserted with their shipment. Our records indicate Mr. [redacted] owes a payment of $81.73 due by July 2, 2016 in order to avoid delinquency and possibly a late fee on his account. 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.
Sincerely,
[redacted]
After further review, Verizon's records show an outage reported on 2/**/15 thru 3/**/15. A credit totaling $33.00 was issued to the account for the service outage on 5/**/15. Verizon does not compensate for lost wages or lost time per the Terms of Service (TOS).
Verizon apologized to [redacted] and credited her for the $10.00 [redacted] gift card that expired, as well as added a recurring credit of $10.00 for 12 months. Verizon has tried to make contact with [redacted] with no success.
CONFIDENTIAL COMMUNICATION
March 23, 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 Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she spoke with a representative on March 14, 2016 at which time an agreement to send a replacement was reached with Ms. [redacted]. The Chef's Mark .7 cu. ft. 700-Watt Microwave Oven was purchased on April 10, 2015 and came with a one year limited warranty. The extended warranty doesn't start until the limited warranty has expired. The terms and conditions would have been explained in the information she would have received shortly after placing the order.
Our records indicate that a replacement of the Chef's Mark .7 cu. ft. 700-Watt Microwave Oven shipped to her on March 14, 2016 with an expected delivery date of March 23, 2016. A postage paid label was also sent to her on March 14, 2016.
Total customer satisfaction is a goal we strive daily to achieve. We will make note that Ms. [redacted] did not receive a call back from a supervisor within the 48 hour time frame and we appreciate her bringing this to our attention.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon was able to speak with [redacted] acknowledging his concerns. After reviewing account, a repair ticket was created on July...
**, 2015. This ticket was assigned to a technician on July **, 2015 but was incomplete. This ticket was reviewed and assigned to a technician on August *, 2015 and repair was completed in the afternoon around 3pm. Regarding his service agreement, Verizon issued credit for the July *, 2015 billing statement for the Fully Loaded Entertainment package in the amount of $49.99 plus tax of $7.51, for a total credit of $57.50. Placed order to add FLEP (Fully Loaded Entertainment package) fee for 12 months going forward. Explained to customer, he will see prorated credit from August **, 2015 through September *, 2015. Customer expressed he is satisfied. Verizon apologies for the inconvenience this issue may have caused. We trust that this information will assist you in closing this complaint. Respectfully, KevinVerizon SW Executive Relations
CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 September...
13, 2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband VIP Plus program. Mr. [redacted] states that on September 6, 2016 he found that the Haband VIP Plus program has been charging his Visa credit card account every month for the past 9 months for $14.97 without his approval or knowledge. He called a Haband VIP Plus customer service representative and was told that there would be no refund but he could cancel the service. He called again and the representative told him that the membership was not cancelled and he would continue to be charged the monthly fee. Mr. [redacted]’s desired resolution is cancellation of the program and a refund of $134.73. Our records indicate that an enrollment for the Haband VIP Plus program was accepted while placing a web order that was received on September 10, 2015. Mr. [redacted] was presented with an opportunity to save $15 off his next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mr. [redacted] ever obligated to accept this membership offer and his Haband purchase was not contingent upon him accepting the offer. To enroll in this program, Mr. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page he entered his email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mr. [redacted] skipped any one of these steps, no membership would have been established. Of course once enrolled the customer has the option to cancel their membership at any time with no further obligation. We have contacted our partner company that administers our Haband VIP Plus program and have received confirmation that the membership has been cancelled on September 8, 2016. Mr. [redacted] was fully refunded $181.63. This refund consists of the trial fee of $1.99 and 12 credits of the $14.97 monthly fee. The credits were issued on September 14, 2016 to Visa Credit Card in which the payment was originally applied. If Mr. [redacted] has any further questions or concerns, he may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Saturday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
I am rejecting this response because: i'm going to pay for an item I returned until it's payed off idon't get my disablity check til next monthi'll send the payment of the amount owed
[redacted]Hello and I would like to respond to this complaint by first offering my sincerest apologizes for any inconvenience this may have caused the complainant. We did notify the complainant of this delinquent account, in writing on May -28-2016. We also offered the complainant payment...
arrangements. We were notified by complainant to cease communications with her on July- 15-2016 ,and we did so immediately, and have not contacted nor will we contact complainant again in the future in regards to this account.Please have the complainant contact me directly if she needs anything else .Thanks,Nick
Subsequent to receipt of the complaint, I forwarded [redacted] concerns to our Final Accounts Department for further investigation. Account [redacted]was showing as an unpaid collection on the customer’s credit report in the amount of $88. The representative submitted...
request to delete the account from the customer’s credit report. I advised the customer of this information and requested Final Accounts to send a copy of the deletion letter via her email address within the next several days. Ms. was satisfied.
In accordance with our investigation, it was confirmed that the customer was billed a $29.99 restoral charge for her Internet service in error as she wanted to terminate the service versus having it restored. We issued a credit adjustment of $29.99. The final bill was rendered in the amount...
of $24.49. With the credit, it now has credit balance of $5.50 which will be refunded in approximately thirty days. Verizon apologizes 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:
I am fed up with Verizon's response on insisting that repair was chargeable since it was done inside my premises, even though it was not. I can only maintain that work was done in the basement and not in my office since the repairman came up from the basement and told me the repair was completed. As consumers, when a large utility company wants to impose an unjustified charge down our throats there's really not much we can do about it since it is our words against theirs. I believe this is Verizon's way of forcing consumers to purchase their wire maintenance plan. Since this Revdex.com complaint is not getting anywhere, I will file a complaint with the Department of Public Service.Revdex.com, thank you for your help.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A representative spoke with the consumer who reviewed the orders and provided a breakdown of the estimated charges the service would be on each order. The representative advised there have been no additional line charges on any of the bills. The representative sent the...
customer copies of the reviewed bills for her review. The representative issued two adjustments of $10.00 and the late payment fee; as a courtesy. The representative added a recurring adjustment of $10.00 for the remainder of the customer's contract for customer satisfaction.
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:[NO one at Verizon has called me to discuss my complaint. I can be reached at ###-###-####.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Upon receipt of the complaint, we spoke with the customer, apologized for the inconvenience and reviewed the customer's account. It was confirmed that the services were disconnected on December **, 2014 and the bill was mailed to the customer's new address. The...
account was credited for the pro-rated charges billed from December ** through December **, 2014 and there was an Early Termination Fee of $160.00 as there were 16 months left on the contract. In March 2014, it shows there was a 24 month agreement through March **, 2016. The final bill iwas due on January **, 2015. Printed on the January bill statement it states - Your account has been disconnected. Any other charges or credits will appear on your next bill. Overdue balances are subject to collection action. Pay your overdue charges today at verizon.com/paybill. Also printed on the January and February bills which were mailed to the customer under Legal Notices it states Credit Reporting If you fail to pay your bill, Verizon may submit a negative credit report to a credit reporting agency, which will negatively affect your credit report. This information was emailed to the customer at the address provided.
CONFIDENTIAL COMMUNICATION August 7, 2017 Better Business...
Bureau 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 rebuttal we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review. Sincerely, Vi [redacted]Executive Care Team VF/jg
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 issue is not resolved. The business's response is not adequate $18 for an entire months non-service and all the hassles it caused me is not adequate.Please reopen my complaint as requested. In addition I have been paying for "high-speed internet" for years and found out that I have never been receiving the high speed service I was paying for. They have been overcharging me for years.
Sincerely,
[redacted]
Verizon contacted the customer on 1/**/16 and the service tested as working. The test also showed that a telephone was not connected to the Optical Network Terminal. The technician educated the customer on how to isolate her customer owned phone equipment and explained that she should test...
one phone only at each jack at a time. The customer was not home but she said that she would test on 1/[redacted] in the evening and she requested a follow up call on 1/**/16. On 1/[redacted]16, Verizon recalled the customer who stated service was working fine. The customer requested out of service credit. It was noted that Verizon does no credit for trouble with customer owned equipment. In addition, the customer had an appointment scheduled in October that she cancelled because she didn't have time to address the matter and she didn't want to be charged for a visit. Verizon apologizes for any inconvenience experienced by the customer as a result of this matter.
I am rejecting this response because: this was my first order with this company and new credit. It stated Free shipping on your first order with an approved Gettington Credit Account.
CONFIDENTIAL COMMUNICATION June 22, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] asserts that he does not believe he owes a balance on his Fingerhut account. Our records indicate credit was issued on May 11, 2016 for the jewelry set, however, as it was explained to Mr. [redacted] in our previous response, he is responsible for shipping and handling costs. Our return policy states, “The original and return shipping/handling is non-refundable if your item is not damaged, defective or in the case of a shipping error.” This policy is available on our website by clicking ‘Returns’, in the “blue pages” of our catalog, and on the customer’s packing slip inserted with their shipment. Our records indicate Mr. [redacted] owes a payment of $81.73 due by July 2, 2016 in order to avoid delinquency and possibly a late fee on his account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Spoke with [redacted], and the issue has been resolved.......Sandy W[redacted] Verizon Business Agency Relations
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]
After further review, Verizon's records show an outage reported on 2/**/15 thru 3/**/15. A credit totaling $33.00 was issued to the account for the service outage on 5/**/15. Verizon does not compensate for lost wages or lost time per the Terms of Service (TOS).
Verizon apologized to [redacted] and credited her for the $10.00 [redacted] gift card that expired, as well as added a recurring credit of $10.00 for 12 months. Verizon has tried to make contact with [redacted] with no success.
CONFIDENTIAL COMMUNICATION
March 23, 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 Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she spoke with a representative on March 14, 2016 at which time an agreement to send a replacement was reached with Ms. [redacted]. The Chef's Mark .7 cu. ft. 700-Watt Microwave Oven was purchased on April 10, 2015 and came with a one year limited warranty. The extended warranty doesn't start until the limited warranty has expired. The terms and conditions would have been explained in the information she would have received shortly after placing the order.
Our records indicate that a replacement of the Chef's Mark .7 cu. ft. 700-Watt Microwave Oven shipped to her on March 14, 2016 with an expected delivery date of March 23, 2016. A postage paid label was also sent to her on March 14, 2016.
Total customer satisfaction is a goal we strive daily to achieve. We will make note that Ms. [redacted] did not receive a call back from a supervisor within the 48 hour time frame and we appreciate her bringing this to our attention.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Verizon was able to speak with [redacted] acknowledging his concerns. After reviewing account, a repair ticket was created on July...
**, 2015. This ticket was assigned to a technician on July **, 2015 but was incomplete. This ticket was reviewed and assigned to a technician on August *, 2015 and repair was completed in the afternoon around 3pm. Regarding his service agreement, Verizon issued credit for the July *, 2015 billing statement for the Fully Loaded Entertainment package in the amount of $49.99 plus tax of $7.51, for a total credit of $57.50. Placed order to add FLEP (Fully Loaded Entertainment package) fee for 12 months going forward. Explained to customer, he will see prorated credit from August **, 2015 through September *, 2015. Customer expressed he is satisfied. Verizon apologies for the inconvenience this issue may have caused. We trust that this information will assist you in closing this complaint. Respectfully, KevinVerizon SW Executive Relations