2016 ...⇄ Revdex.com of Minnesota # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he ordered a necklace and bracelet set from the Fingerhut catalog. He asserts that UPS did not deliver on the expected delivery date, so he filed a complaint but nothing was ever done. Mr. [redacted] had the jewelry set appraised by two jewelers, who advised they are worth $180.00, while our price is $529.95. He claims he returned them both, as instructed, and then received a bill for $46.99. Mr. [redacted] is concerned that his bill is now $70.38, including a late fee on the merchandise that was returned. Additionally, Mr. [redacted] requests to have his account closed and no further calls or correspondence are to be sent to him. The expected delivery date is given to our customers in an attempt to provide an estimated date and to help plan for the arrival of their packages. However, we are unfortunately unable to guarantee an exact date or time the carrier will deliver the package. Our records indicate Mr. [redacted] ordered the 10K Gold 4mm Figaro 20" Necklace & 8-1/4" Bracelet on March 30, 2016 and was charged a total of $579.60. The jewelry set was returned on May 11, 2016, and a credit was issued to his account of $555.16 also on May 11, 2016. As Mr. Worley mentions, and which our return policy states, “the original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error.” Our records show a shipping and handling fee of $16.49 and a return shipping fee of $7.95. Please understand, Mr. [redacted]’s account is a revolving account and as such, late fees and interest charges are applied on the account, when appropriate. When we did not receive a minimum payment on the due date of May 9, 2016 and had not yet received the returned merchandise, a late fee of $27.00 was applied. Our terms and conditions states, “a late fee will be charged to an account if the minimum monthly payment is not received by the due date indicated on the customer’s statement.” When Mr. [redacted] opened his Fingerhut credit account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any of the 6 prior billing cycles.” Interest charges are applied on Mr. [redacted]’s cycle date of the 13th of each month, as long as there is a balance. We have closed the account, per Mr. [redacted]’s request. We have revoked consent on Mr. [redacted]’s account, which means Fingerhut will no longer contact him by phone. We have added Mr. [redacted]’s account to our “Do Not Solicit” list to prevent future mailings. Please keep in mind, because our catalogs are printed in advance, he should allow 6 to 8 weeks for this request to process. Mr. [redacted] may place Cease and Desist status on his account to stop further collection calls from being made or written communications sent. However, Mr. [redacted] will continue to be sent monthly statements to keep him aware of any payment(s) due. If Mr. [redacted] wishes to request a cease and desist, he may contact us by calling ###-###-#### or by sending us a letter to [redacted] St. Cloud, MN 56303, attention to: Executive Care Team, Jessica. 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 have determined that my complaint has NOT been resolved because:
Verizon called me and said that they only have proof of my [redacted] card received on March ** and that it is not sufficient but I fax them my [redacted] card on Feb [redacted] not March **. On March ** I fax them for the second time the document they asked for which was the non-driver's license ID, SSI letter plus my [redacted] card. Verizon said that they don't have those documentation because they don't keep them on file because it gets erased from the system after they send me the letter of acceptance or denial. But I ask myself how come they can tell me they only see that I sent them the [redacted] card. They just contradicted themselves. So they did receive the fax on March ** but they are telling me to resend the same documents that they received but they they are unable to see it because of how the system works.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/08) */
CONFIDENTIAL COMMUNICATION
July 7, 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 Mr. [redacted].
Our Marketing Department does extensive research to determine which potential customers would be interested in ordering from Fingerhut, and as a result of this process, Mr. [redacted] was identified as a potential customer.
To comply with Mr. [redacted]'s request, we have now added him to the Do Not Solicit list. As our contact lists are prepared several weeks in advance, it may take up to four to six weeks for the solicitations to completely stop.
Allowing for this timeframe, Mr. [redacted] will cease to be contacted in any way by our company. We apologize for any inconvenience.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
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 contractor, S and N, responsible for this has not been responsive. I emailed back to Bianca several times, telling here that I did not hear anything back and do not know what to do related to the case. But all she does it just emailing to the contractor. It seems like there's a lack of effective communication between Verizon and their contractors. Nor there is any follow ups from Verizon either.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The bill in dispute under account #[redacted], has not been credit reported and was recalled from Convergent on 7/*/16. The investigation determined the charges were the result of an account not being finalized by Verizon and continuing to bill late payment charge of $5.00 per month. Credit...
was issued on 7/**/16, for $62.71 to clear the account. The account currently has a zero balance. I spoke with [redacted] apologized and explained the above and [redacted] will call me directly if she has any problems or questions. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATION I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a PayCheck Direct Account. Ms. [redacted] states she requested a copy of her account history but has not received one. She states she did not receive the...
item she purchased, and when she tried to reorder it the item was out of stock. Ms. [redacted] purchased a different TV in which the payments on the first TV she did not receive were not applied to the purchase. Her desired resolution is to have the first payments on her account refunded to her. Records indicate Ms. [redacted] placed an order for a LG 65” 4K LED Smart TV with webOS 3.0 on November 22, 2016. On that same date a payment in the amount of $42.58 was received. This order was cancelled on November 30, 2016 and a 10% discount was offered as a courtesy. When the order was cancelled Ms. [redacted]’s account had a credit balance of $42.58. Ms. [redacted] purchased a LG 65” 4K LED Smart TV with webOS 3.0 with delivery included on December 1, 2016 for $1,810.48. An additional payment in the amount of $69.73 was received on that same date. Both the $69.73 and $42.58 was applied to the balance bring the next month’s account balance to $1,698.17. Ms. [redacted] accepted the 10% discount and her account was credited an additional $180.00 for this item on January 4. 2017. We have included a copy of Ms. [redacted]’s itemized statement with this letter. This statement shows all credits and debits for the duration of her account. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain.
Florida Executive Relations/[redacted]-Customer Financial Services/10:01a 6-*-2015/The customer is not returning my calls. Accounting has reversed the funds of $71.73 back into the customers bank accoutn as of 6/*/15. Laura
I am rejecting this response because:
My account...
was never credited for the shipping and handling costs. I am not sure what is going on but now my account balance is higher and I did make my payment too. So I am still very dissatisfied with the way fingerhut treats there customers. I have NEVER missed a payment before except in july. I feel as if I'm being ripped off and I'm just trying to get this issue resolved.
Please be advised, Verizon records reflect order #[redacted] was created 4/**/16 carrying an original due date of 4/**/16. Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this...
we do apologize. Records reflect the service order completed on 5/**/16 however the consumer did not have dial tone within the premise. A trouble ticket was created 5/*/16 and a technician was dispatched 5/**/16 however had no access to the building. A second technician was dispatched 6/*/16 and restored dial tone having repaired the inside wiring. Verizon has spoken with the consumer and confirmed that services are functioning. Verizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services .
Please be advised after further investigation, Verizon is unable to provide additional assistance with the account in question because it was purchases by [redacted]. All inquiries or disputes need to be handled directly with them. We trust this provides your office with the...
information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Thank you for referring [redacted] complaint concerning his Verizon bill being higher than he was quoted to our office for review.According to our records, a Verizon representative spoke to [redacted] on December *, 2015 and placed discounts on his account in the amount of $17.00 for 24 months...
to honor the price he was quoted. [redacted]'s estimated monthly is $133.34. The representative advised [redacted] these discounts would appear on his bill for the next 24 months.
the customer , The Spiderman drone that I am calling about was purchased under my wife’s account [redacted] , but I am the one who placed the order with my wife present , she has already tried to file a complaint with finger but directly but has gotten no response ,So she asked me to take over the matter now we live in Georgia and since she is my wife there is no account confidentiality what is hers is mine and what is mine is hers .... you may call her directly if you wish her number is ###-###-#### how ever she is going to direct you to deal with me my number is(912) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I appreciate Verizon's payment of $10.99 as it acknowledges that they made an error. But this is similar to someone shoplifting by accidentally putting something in their pocket, forgetting about it and walking out of the store. That person can give the stolen merchandise back, but the shoplifter could still be in some trouble. Additionally, that store owner may have to beef up on security costs. I hope the metaphor was useful in that it brings into perspective large corporations like Verizon - their mistakes aren't even thought of as crimes and a simple refund should make it OK. I disagree - I think that with more resources, these mistakes should happen LESS often and I think that Verizon should have to pay the same penalty as we all would for stealing from somebody else.My claim can only be satisfied if Verizon pays for my time to call and correct this situation and my added time in the future to scrutinize every item on their bill. Rejected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
According to our records, a Verizon representative spoke to [redacted] on February *, 2016, and advised now that he has ported out his telephone number, we can place a disconnect order for his data and video service with Verizon. The representative waived the early termination fee and explained...
that [redacted] will receive a return kit with prepaid labels to return the equipment via [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. Ms. [redacted] indicates in her inquiry that she made a payment of $59.99 on July 5, 2016 and that she was charged a $27.00 late fee because the payment was declined. She indicates she made the payment with a new card, not the card ending in 6774. She is requesting that the late fee be removed from her account. Our records indicate Ms. [redacted] set up a scheduled payment on our website on July 4, 2016 to be taken from her debit card ending in 6774 on July 5, 2016. When we attempted to process Ms. [redacted]’s payment, per her request, on July 5, 2016 the payment was declined by Ms. [redacted]’s bank and a late fee of $27.00 was assessed to Ms. [redacted]’s account. When Ms. [redacted] opened her Fingerhut Credit Account she agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On July 21, 2016 Ms. [redacted] contacted our Customer Service Department and provided the new card information by phone and made a payment of $59.99 from her debit card ending in [redacted]. The late fee of $27.00 was also waived the same day as a courtesy. The credit will be reflected on Ms. [redacted]’s August 13, 2016 billing statement. The minimum payment of $69.99 is due by August 9, 2016. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department at ###-###-####, Monday- Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Cable maintenance team is on site locating the trouble. Once they are able to locate the exact location they will be able to provide a restoral of services and the associated timeline. Left a message with c/c Failure [redacted].
CONFIDENTIAL COMMUNICATION June 8,...
2016 ...⇄ Revdex.com of Minnesota # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he ordered a necklace and bracelet set from the Fingerhut catalog. He asserts that UPS did not deliver on the expected delivery date, so he filed a complaint but nothing was ever done. Mr. [redacted] had the jewelry set appraised by two jewelers, who advised they are worth $180.00, while our price is $529.95. He claims he returned them both, as instructed, and then received a bill for $46.99. Mr. [redacted] is concerned that his bill is now $70.38, including a late fee on the merchandise that was returned. Additionally, Mr. [redacted] requests to have his account closed and no further calls or correspondence are to be sent to him. The expected delivery date is given to our customers in an attempt to provide an estimated date and to help plan for the arrival of their packages. However, we are unfortunately unable to guarantee an exact date or time the carrier will deliver the package. Our records indicate Mr. [redacted] ordered the 10K Gold 4mm Figaro 20" Necklace & 8-1/4" Bracelet on March 30, 2016 and was charged a total of $579.60. The jewelry set was returned on May 11, 2016, and a credit was issued to his account of $555.16 also on May 11, 2016. As Mr. Worley mentions, and which our return policy states, “the original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error.” Our records show a shipping and handling fee of $16.49 and a return shipping fee of $7.95. Please understand, Mr. [redacted]’s account is a revolving account and as such, late fees and interest charges are applied on the account, when appropriate. When we did not receive a minimum payment on the due date of May 9, 2016 and had not yet received the returned merchandise, a late fee of $27.00 was applied. Our terms and conditions states, “a late fee will be charged to an account if the minimum monthly payment is not received by the due date indicated on the customer’s statement.” When Mr. [redacted] opened his Fingerhut credit account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any of the 6 prior billing cycles.” Interest charges are applied on Mr. [redacted]’s cycle date of the 13th of each month, as long as there is a balance. We have closed the account, per Mr. [redacted]’s request. We have revoked consent on Mr. [redacted]’s account, which means Fingerhut will no longer contact him by phone. We have added Mr. [redacted]’s account to our “Do Not Solicit” list to prevent future mailings. Please keep in mind, because our catalogs are printed in advance, he should allow 6 to 8 weeks for this request to process. Mr. [redacted] may place Cease and Desist status on his account to stop further collection calls from being made or written communications sent. However, Mr. [redacted] will continue to be sent monthly statements to keep him aware of any payment(s) due. If Mr. [redacted] wishes to request a cease and desist, he may contact us by calling ###-###-#### or by sending us a letter to [redacted] St. Cloud, MN 56303, attention to: Executive Care Team, Jessica. 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 have determined that my complaint has NOT been resolved because:
Verizon called me and said that they only have proof of my [redacted] card received on March ** and that it is not sufficient but I fax them my [redacted] card on Feb [redacted] not March **. On March ** I fax them for the second time the document they asked for which was the non-driver's license ID, SSI letter plus my [redacted] card. Verizon said that they don't have those documentation because they don't keep them on file because it gets erased from the system after they send me the letter of acceptance or denial. But I ask myself how come they can tell me they only see that I sent them the [redacted] card. They just contradicted themselves. So they did receive the fax on March ** but they are telling me to resend the same documents that they received but they they are unable to see it because of how the system works.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/08) */
CONFIDENTIAL COMMUNICATION
July 7, 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 Mr. [redacted].
Our Marketing Department does extensive research to determine which potential customers would be interested in ordering from Fingerhut, and as a result of this process, Mr. [redacted] was identified as a potential customer.
To comply with Mr. [redacted]'s request, we have now added him to the Do Not Solicit list. As our contact lists are prepared several weeks in advance, it may take up to four to six weeks for the solicitations to completely stop.
Allowing for this timeframe, Mr. [redacted] will cease to be contacted in any way by our company. We apologize for any inconvenience.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Again, Customer was called and explained about the Best Effort. The charges are sustained. Case closed.
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 contractor, S and N, responsible for this has not been responsive. I emailed back to Bianca several times, telling here that I did not hear anything back and do not know what to do related to the case. But all she does it just emailing to the contractor. It seems like there's a lack of effective communication between Verizon and their contractors. Nor there is any follow ups from Verizon either.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The bill in dispute under account #[redacted], has not been credit reported and was recalled from Convergent on 7/*/16. The investigation determined the charges were the result of an account not being finalized by Verizon and continuing to bill late payment charge of $5.00 per month. Credit...
was issued on 7/**/16, for $62.71 to clear the account. The account currently has a zero balance. I spoke with [redacted] apologized and explained the above and [redacted] will call me directly if she has any problems or questions. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATION I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a PayCheck Direct Account. Ms. [redacted] states she requested a copy of her account history but has not received one. She states she did not receive the...
item she purchased, and when she tried to reorder it the item was out of stock. Ms. [redacted] purchased a different TV in which the payments on the first TV she did not receive were not applied to the purchase. Her desired resolution is to have the first payments on her account refunded to her. Records indicate Ms. [redacted] placed an order for a LG 65” 4K LED Smart TV with webOS 3.0 on November 22, 2016. On that same date a payment in the amount of $42.58 was received. This order was cancelled on November 30, 2016 and a 10% discount was offered as a courtesy. When the order was cancelled Ms. [redacted]’s account had a credit balance of $42.58. Ms. [redacted] purchased a LG 65” 4K LED Smart TV with webOS 3.0 with delivery included on December 1, 2016 for $1,810.48. An additional payment in the amount of $69.73 was received on that same date. Both the $69.73 and $42.58 was applied to the balance bring the next month’s account balance to $1,698.17. Ms. [redacted] accepted the 10% discount and her account was credited an additional $180.00 for this item on January 4. 2017. We have included a copy of Ms. [redacted]’s itemized statement with this letter. This statement shows all credits and debits for the duration of her account. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain.
Please provide Verizon with a valid reach number for [redacted]
Florida Executive Relations/[redacted]-Customer Financial Services/10:01a 6-*-2015/The customer is not returning my calls. Accounting has reversed the funds of $71.73 back into the customers bank accoutn as of 6/*/15. Laura
I am rejecting this response because:
My account...
was never credited for the shipping and handling costs. I am not sure what is going on but now my account balance is higher and I did make my payment too. So I am still very dissatisfied with the way fingerhut treats there customers. I have NEVER missed a payment before except in july. I feel as if I'm being ripped off and I'm just trying to get this issue resolved.
Verizon's position is unchanged.
Please be advised, Verizon records reflect order #[redacted] was created 4/**/16 carrying an original due date of 4/**/16. Unfortunately due to the work stoppage Verizon was experiencing, the departments were short staffed and it unfortunately impacted our workload as well as the consumers, for this...
we do apologize. Records reflect the service order completed on 5/**/16 however the consumer did not have dial tone within the premise. A trouble ticket was created 5/*/16 and a technician was dispatched 5/**/16 however had no access to the building. A second technician was dispatched 6/*/16 and restored dial tone having repaired the inside wiring. Verizon has spoken with the consumer and confirmed that services are functioning. Verizon has agreed to follow up with the consumer once billing generates to ensure adjustments have been applied to the account for the timeframe in which she was unable to access Verizon services .
I am rejecting this response because:I was mislead I earned the credit increase with on time payments I would like the PlayStation 4 sent to me
Please be advised after further investigation, Verizon is unable to provide additional assistance with the account in question because it was purchases by [redacted]. All inquiries or disputes need to be handled directly with them. We trust this provides your office with the...
information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
Thank you for referring [redacted] complaint concerning his Verizon bill being higher than he was quoted to our office for review.According to our records, a Verizon representative spoke to [redacted] on December *, 2015 and placed discounts on his account in the amount of $17.00 for 24 months...
to honor the price he was quoted. [redacted]'s estimated monthly is $133.34. The representative advised [redacted] these discounts would appear on his bill for the next 24 months.
I am rejecting this response because: I am...
the customer , The Spiderman drone that I am calling about was purchased under my wife’s account [redacted] , but I am the one who placed the order with my wife present , she has already tried to file a complaint with finger but directly but has gotten no response ,So she asked me to take over the matter now we live in Georgia and since she is my wife there is no account confidentiality what is hers is mine and what is mine is hers .... you may call her directly if you wish her number is ###-###-#### how ever she is going to direct you to deal with me my number is(912) [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I appreciate Verizon's payment of $10.99 as it acknowledges that they made an error. But this is similar to someone shoplifting by accidentally putting something in their pocket, forgetting about it and walking out of the store. That person can give the stolen merchandise back, but the shoplifter could still be in some trouble. Additionally, that store owner may have to beef up on security costs. I hope the metaphor was useful in that it brings into perspective large corporations like Verizon - their mistakes aren't even thought of as crimes and a simple refund should make it OK. I disagree - I think that with more resources, these mistakes should happen LESS often and I think that Verizon should have to pay the same penalty as we all would for stealing from somebody else.My claim can only be satisfied if Verizon pays for my time to call and correct this situation and my added time in the future to scrutinize every item on their bill. Rejected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
According to our records, a Verizon representative spoke to [redacted] on February *, 2016, and advised now that he has ported out his telephone number, we can place a disconnect order for his data and video service with Verizon. The representative waived the early termination fee and explained...
that [redacted] will receive a return kit with prepaid labels to return the equipment via [redacted].
CONFIDENTIAL COMMUNICATION July 28, 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. Ms. [redacted] indicates in her inquiry that she made a payment of $59.99 on July 5, 2016 and that she was charged a $27.00 late fee because the payment was declined. She indicates she made the payment with a new card, not the card ending in 6774. She is requesting that the late fee be removed from her account. Our records indicate Ms. [redacted] set up a scheduled payment on our website on July 4, 2016 to be taken from her debit card ending in 6774 on July 5, 2016. When we attempted to process Ms. [redacted]’s payment, per her request, on July 5, 2016 the payment was declined by Ms. [redacted]’s bank and a late fee of $27.00 was assessed to Ms. [redacted]’s account. When Ms. [redacted] opened her Fingerhut Credit Account she agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” On July 21, 2016 Ms. [redacted] contacted our Customer Service Department and provided the new card information by phone and made a payment of $59.99 from her debit card ending in [redacted]. The late fee of $27.00 was also waived the same day as a courtesy. The credit will be reflected on Ms. [redacted]’s August 13, 2016 billing statement. The minimum payment of $69.99 is due by August 9, 2016. If Ms. [redacted] has further questions or concerns she may contact our Customer Service Department at ###-###-####, Monday- Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Cable maintenance team is on site locating the trouble. Once they are able to locate the exact location they will be able to provide a restoral of services and the associated timeline. Left a message with c/c Failure [redacted].