Subsequent to receipt and acknowledgment of the complaint, I forwarded [redacted]’s concern to our billing department for review and contact. A billing consultant spoke to [redacted] in the early evening of November **, 2017. [redacted]’s concerns were resolved as the consultant...
added the additional $35 in discounts to match the offer. The consultant also issued a one-time credit for the November bill as well. [redacted] was satisfied.
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about services not working at his new location. [redacted] states he moved his services from his old location [redacted] to...
his new address [redacted] In addition, [redacted] states his services have not worked since he has moved into his new location. Upon review, Verizon disconnected the services at the old location and verified services to be installed at the new address on 08/**/17. It seems [redacted]’s daughter spoke with a few people during this process and multiple orders were created. While there was an order scheduled to be completed at [redacted]’s address on 08/**/17 another move order was scheduled for the same address on 08/22/17. Verizon canceled the additional order and continued to progress with the order dated for 08/**/17. Verizon communicated with [redacted]’s daughter, “[redacted]” and she confirmed the order was installed on 08/**/17. Verizon advised [redacted] that we would waive the set-up fee and the number change fee when the charges appear on the bill. [redacted] understood and was satisfied. Furthermore, I have left my number with [redacted] and his daughter should they have any additional questions or concerns.
...⇄ # [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. In Ms. [redacted]’s inquiry she indicates she purchased a sectional from Fingerhut in May and that within three weeks the material started fraying. Ms. [redacted] states she contacted us several times and was told the item was discontinued and she was offered a $10.00 credit. Ms. [redacted] is requesting a new couch. Our records indicate Ms. [redacted] placed the order for the Chateau Microfiber Sectional with Movable Chaise on May 28, 2016 which totaled $737.49 with shipping and handling and tax. The sectional was shipped on May 29, 2016 and was delivered via a trucking company on June 13, 2016. On July 15, 2016 Ms. [redacted] contacted us via chat and advised us the cushions on the back of the sectional were fraying. The agent referred Ms. [redacted]’s concerns to a specialist to obtain the manufacturer information as the sectional was covered by a 90 day limited manufacturer warranty. On July 18, 2016 an email was sent to the email address we have on file for Ms. [redacted] which included the contact information of the manufacturer, Lifestyle Solutions. On July 19, 2016 Ms. [redacted] contacted us and advised us that the manufacturer could not validate that the product was theirs based on the information Ms. [redacted] provided to them. The agent advised Ms. [redacted] to contact Lifestyle Solutions and provide them with the model number for the sectional instead of the Fingerhut order number. On July 22, 2016 Ms. [redacted] contacted our Customer Service Department and advised the agent of the concern she had with the fraying cushions. The agent referred a request for the cushions to be replaced to our Parts Department. On July 25, 2016 our Parts Department sent an email to Ms. [redacted] advising the sectional was discontinued and we were unable to fulfill the parts replacement that was requested for the cushions. The email also advised Ms. [redacted] that she could contact us within 30 days to return the item. We also sent a $10.00 discount coupon to the address we have on file for Ms. [redacted]. On August 10, 2016 Ms. [redacted] contacted us by email and requested for a supervisor to contact her. A supervisor attempted to contact Ms. [redacted] by phone on August 10, 2016 and August 11, 2016. A message was left for Ms. [redacted] upon both call back attempts. On August 12, 2016 Ms. [redacted] contacted us and requested to return the sectional. The agent contacted the trucking company, Pilot Freight, and initiated the return request per Ms. [redacted]’s request. Based on weight/size limitations or other local restrictions in Ms. [redacted]’s area, Pilot Freight contacted an interline trucking company, New England Express, to contact Ms. [redacted] to schedule a pick-up time for the return. We reached out to New England Express on Ms. [redacted]’s behalf and they have advised us they attempted to pick-up the sectional on August 17, 2016, however, Ms. [redacted] contacted New England Express to reschedule the pick-up of the sectional on August 24, 2016. When New England Express attempted the delivery on August 24, 2016, they could not reach Ms. [redacted] and were unable to set up a pick up time for the sectional. When we last spoke with New England Express on August 29, 2016, they were attempting to contact Ms. [redacted] to reschedule the pick-up. Once the return of the sectional is received and processed full credit will be issued to Ms. [redacted]’s account. The credit will be reflected on Ms. [redacted]’s account within 1-2 billing cycles from the date the return is received. We sincerely apologize for any inconvenience this has caused. If Ms. [redacted] has further questions regarding her Fingerhut account she may contact our Customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Additionally if Ms. [redacted] has any questions regarding rescheduling the pick-up of the sectional, she may contact New England Express at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Please be advised Verizon has agreed to delete the account from the customer credit report. A request was made February **, 2016 and can take up to 30 days to be updated on all records. A letter and email was sent to [redacted] for her records as well. We trust this provides...
your office with the information required in this matter.Thank you,Ms. M[redacted]Sr. AnalystVerizon Executive 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. I do have one concern. The response I receive from the Revdex.com was satisfactory . Yet I receive a Letter threw the regular mail that states a negative response . I need to know which response is correct.
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 18, 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 we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] enrolled in SafeLine Plus Account Protection on January 1, 2014 at the time of placing an order on our website. Ms. [redacted] would have received terms and conditions for her SafeLine Plus plan within 7-10 business days from the enrollment date. On March 12, 2015, SafeLine Plus was cancelled by a SafeLine Service agent per Ms. [redacted]'s request and a credit was issued for the last two SafeLine Plus charges totaling $28.11. On June 3, 2015 a credit for interest charges was also issued as an exception in the amount of $43.81.
Allow me to explain that SafeLine Plus Account Protection Plus is a program designed to help should experience a covered event like becoming unemployed, disabled, a major life event, or change in primary residence impact the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer's credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) provided all conditions are met.
The monthly fee for SafeLine Plus is $1.19 per $100.00 of the total balance at the end of each monthly billing cycle. This fee appears on each statement when there is a balance on the account being covered by the plan. It is located in the fees section of the statement and would have appeared as early as her February 13, 2014 billing statement.
Customer satisfaction is very important to us and as such, on the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
As a reminder to Ms. [redacted], SafeLine Plus charges are clearly labeled on every billing statement. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time.
Should Ms. [redacted] have any concerns on her monthly billing statement our Customer Service agents are here to assist Monday - Friday, 8:00 AM - 8:00 PM at [redacted].
No further credit can be issued for SafeLine Plus charges. Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
We spoke with [redacted] and apologized that her bill is not correct. She was issued a credit of $42.48 but it did not hit the June bill. Her current bill does not have the HSI charges on it. The bundle had fallen off. We did an order to add the bundle back on. We will...
follow up on the next bill to make sure she has the 49.99 double play and that the 42.48 credit has been applied. We did advise her that she will be billed for the HSI service from june on the july bill so to expect a higher bill. We will contact her via email once the 7-**-15 bill comes out to make sure its right. [redacted] is satisfied
Verizon cleared static on May **, 2016 . Spoke to Antique table and they advised service has no more static and she is very happy.
Subsequent to receipt and acknowledgment of the complaint, I forwarded [redacted]’s concern to our billing department for review and contact. A billing consultant spoke to [redacted] in the early evening of November **, 2017. [redacted]’s concerns were resolved as the consultant...
added the additional $35 in discounts to match the offer. The consultant also issued a one-time credit for the November bill as well. [redacted] was satisfied.
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service department. According to our records, [redacted] expressed concern about services not working at his new location. [redacted] states he moved his services from his old location [redacted] to...
his new address [redacted] In addition, [redacted] states his services have not worked since he has moved into his new location. Upon review, Verizon disconnected the services at the old location and verified services to be installed at the new address on 08/**/17. It seems [redacted]’s daughter spoke with a few people during this process and multiple orders were created. While there was an order scheduled to be completed at [redacted]’s address on 08/**/17 another move order was scheduled for the same address on 08/22/17. Verizon canceled the additional order and continued to progress with the order dated for 08/**/17. Verizon communicated with [redacted]’s daughter, “[redacted]” and she confirmed the order was installed on 08/**/17. Verizon advised [redacted] that we would waive the set-up fee and the number change fee when the charges appear on the bill. [redacted] understood and was satisfied. Furthermore, I have left my number with [redacted] and his daughter should they have any additional questions or concerns.
CONFIDENTIAL COMMUNICATION August 30, 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. In Ms. [redacted]’s inquiry she indicates she purchased a sectional from Fingerhut in May and that within three weeks the material started fraying. Ms. [redacted] states she contacted us several times and was told the item was discontinued and she was offered a $10.00 credit. Ms. [redacted] is requesting a new couch. Our records indicate Ms. [redacted] placed the order for the Chateau Microfiber Sectional with Movable Chaise on May 28, 2016 which totaled $737.49 with shipping and handling and tax. The sectional was shipped on May 29, 2016 and was delivered via a trucking company on June 13, 2016. On July 15, 2016 Ms. [redacted] contacted us via chat and advised us the cushions on the back of the sectional were fraying. The agent referred Ms. [redacted]’s concerns to a specialist to obtain the manufacturer information as the sectional was covered by a 90 day limited manufacturer warranty. On July 18, 2016 an email was sent to the email address we have on file for Ms. [redacted] which included the contact information of the manufacturer, Lifestyle Solutions. On July 19, 2016 Ms. [redacted] contacted us and advised us that the manufacturer could not validate that the product was theirs based on the information Ms. [redacted] provided to them. The agent advised Ms. [redacted] to contact Lifestyle Solutions and provide them with the model number for the sectional instead of the Fingerhut order number. On July 22, 2016 Ms. [redacted] contacted our Customer Service Department and advised the agent of the concern she had with the fraying cushions. The agent referred a request for the cushions to be replaced to our Parts Department. On July 25, 2016 our Parts Department sent an email to Ms. [redacted] advising the sectional was discontinued and we were unable to fulfill the parts replacement that was requested for the cushions. The email also advised Ms. [redacted] that she could contact us within 30 days to return the item. We also sent a $10.00 discount coupon to the address we have on file for Ms. [redacted]. On August 10, 2016 Ms. [redacted] contacted us by email and requested for a supervisor to contact her. A supervisor attempted to contact Ms. [redacted] by phone on August 10, 2016 and August 11, 2016. A message was left for Ms. [redacted] upon both call back attempts. On August 12, 2016 Ms. [redacted] contacted us and requested to return the sectional. The agent contacted the trucking company, Pilot Freight, and initiated the return request per Ms. [redacted]’s request. Based on weight/size limitations or other local restrictions in Ms. [redacted]’s area, Pilot Freight contacted an interline trucking company, New England Express, to contact Ms. [redacted] to schedule a pick-up time for the return. We reached out to New England Express on Ms. [redacted]’s behalf and they have advised us they attempted to pick-up the sectional on August 17, 2016, however, Ms. [redacted] contacted New England Express to reschedule the pick-up of the sectional on August 24, 2016. When New England Express attempted the delivery on August 24, 2016, they could not reach Ms. [redacted] and were unable to set up a pick up time for the sectional. When we last spoke with New England Express on August 29, 2016, they were attempting to contact Ms. [redacted] to reschedule the pick-up. Once the return of the sectional is received and processed full credit will be issued to Ms. [redacted]’s account. The credit will be reflected on Ms. [redacted]’s account within 1-2 billing cycles from the date the return is received. We sincerely apologize for any inconvenience this has caused. If Ms. [redacted] has further questions regarding her Fingerhut account she may contact our Customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Additionally if Ms. [redacted] has any questions regarding rescheduling the pick-up of the sectional, she may contact New England Express at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Please be advised Verizon has agreed to delete the account from the customer credit report. A request was made February **, 2016 and can take up to 30 days to be updated on all records. A letter and email was sent to [redacted] for her records as well. We trust this provides...
your office with the information required in this matter.Thank you,Ms. M[redacted]Sr. AnalystVerizon Executive 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. I do have one concern. The response I receive from the Revdex.com was satisfactory . Yet I receive a Letter threw the regular mail that states a negative response . I need to know which response is correct.
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 18, 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 we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] enrolled in SafeLine Plus Account Protection on January 1, 2014 at the time of placing an order on our website. Ms. [redacted] would have received terms and conditions for her SafeLine Plus plan within 7-10 business days from the enrollment date. On March 12, 2015, SafeLine Plus was cancelled by a SafeLine Service agent per Ms. [redacted]'s request and a credit was issued for the last two SafeLine Plus charges totaling $28.11. On June 3, 2015 a credit for interest charges was also issued as an exception in the amount of $43.81.
Allow me to explain that SafeLine Plus Account Protection Plus is a program designed to help should experience a covered event like becoming unemployed, disabled, a major life event, or change in primary residence impact the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer's credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) provided all conditions are met.
The monthly fee for SafeLine Plus is $1.19 per $100.00 of the total balance at the end of each monthly billing cycle. This fee appears on each statement when there is a balance on the account being covered by the plan. It is located in the fees section of the statement and would have appeared as early as her February 13, 2014 billing statement.
Customer satisfaction is very important to us and as such, on the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
As a reminder to Ms. [redacted], SafeLine Plus charges are clearly labeled on every billing statement. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time.
Should Ms. [redacted] have any concerns on her monthly billing statement our Customer Service agents are here to assist Monday - Friday, 8:00 AM - 8:00 PM at [redacted].
No further credit can be issued for SafeLine Plus charges. Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
We spoke with [redacted] and apologized that her bill is not correct. She was issued a credit of $42.48 but it did not hit the June bill. Her current bill does not have the HSI charges on it. The bundle had fallen off. We did an order to add the bundle back on. We will...
follow up on the next bill to make sure she has the 49.99 double play and that the 42.48 credit has been applied. We did advise her that she will be billed for the HSI service from june on the july bill so to expect a higher bill. We will contact her via email once the 7-**-15 bill comes out to make sure its right. [redacted] is satisfied