Verizon records show the Central Office that provides service to the customer's location is currently closed to sales. The tentative relief date is 12/**/15. Verizon has spoken with *** *** and advised the tentative date of 12/**/and that Verizon does not sell stand alone DSL
service.We trust this information will help to resolve *** *** concerns
Verizon account representative and he advised me of the following. We Agreed to cover month internet ($45) since he have had poor service for over weeks and still doesnt have a routerAlso agreed to cover charge for quantum gateway router from the time you receives it
until end of contract April *, He will cover the monthly charge via recurring creditHe have a follow up set for October *** to create recurring adjustment as well as to credit any shipping and handling fees
Subsequent to the complaint, Verizon spoke with the customer to advise a duplicate copy of the April *, 2017 will be mailed to the address on file; as Verizon's IT office was successful in retrieving the bill statement. The customer informed the representative he will make
contact to confirm receipt of the bill statement
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer's concern is regarding the monthly bundle price for FiOS Internet and Television services. The consumer stated the monthly bundle price should be $52.99. The bundle price is $and there
is an additional charge of $for the FiOS equipment and additional premium channel of HBO. The consumer is currently getting a monthly discount for $which expires on 3/**/and also a monthly discount of $which does not have an expiration date. The increase on the consumers 2/**/bill was a charge for FiOS TV restoral for $50.00. The consumer made a payment on 1/**/the same day the service was interrupted for non- payment. As a courtesy, Verizon made an adjustment to bill for the restoral charge of $50.00. The total adjustment is $55.52. The consumer contacted Verizon and requested to disconnect services on 3/**/17. The consumer will receive a final bill in April
Company records show that the customer’s service was disconnected in error due to an error made by a company repThe company has provided coaching to ensure this rep is more carefulThe customer’s service is now workingFor the inconvenience, Verizon adjusted the original account $The
company also matched the new account number to reflect the same bill price *** *** was paying before the account was disconnected in errorThe customer was satisfied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Verizon refuses to honor our initial offer presented by their own representative that was on August of and this was all in writingAny future consumers should be aware than they will offer a great deal and then rescind it months laterI hope the Revdex.com will post this so the public is made aware that Verizon does not stand by their offersTheir tactics are bait and switchWe are very disappointed!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon reopened the investigation and again found unfortunately Verizon does not have any LEC or other discounts to offer Shaun OkawaVerizon will also be unable to waive the Early Termination Fee (ETF) if the customer cancels serviceOn October 21, 2015, Verizon supervisor completed the customers request for a Supervisor callback. The Supervisor spoke with *** *** and confirmed/re-iterate/sustained everything he had been previously toldVerizon can not get him a reward card, add any more discounts, or waive the ETFWith the $Triple Play bundle *** *** has, his account set up the absolute least expensive way Verizon possibly can*** *** was still upset and feels that the Sales Representative lied to him "scammed" him into switching over to VerizonThe Supervisor apologized profusely, but confirmed again that Verizon cannot do anything relative to the Reward card, waiving the ETF and /or adding any additional discounts*** *** then asked if Verizon can renew the $free Fully Loaded Entertainment Pack next yearThe Supervisor advised him the that promotion does not expire until June ***, and we do not know if we would be able to renew it until it expires*** *** was advised that if it is available, we will certainly offer it to him againThe Supervisor provided *** *** his contact information and advised he can contact him directly at that time or any time to discuss any future concernsThe Supervisor also sent *** *** an email with his contact info. Joyce D***Verizon Executive Relations SrAnalyst
The only information viewable at this time is the tracking number for the refund; tracking number *** on 2**/(this is when the refund posted the account) for $This information can be used to trace the refund with the bank the customer was using during that time
Verizon investigation located the order placed on 2/**/16, and reviewed the account with the order and the services and prices on the bill matched what was on the Service Order Confirmation sent to the customer. MsP*** spoke with a Verizon representative on 3/*/and the representative
issued an adjustment totaling $for the first installment for the FiOS Setup fee of $which was billed on the February bill. The representative advised the customer they would suppress the billing for the remaining two installments. Unfortunately that did not happen and the customer was again billed the second installment of $on the March bill. On March **, 2016, credit was issued totaling $for the second installment billed which will post to the April bill. The representative put through a request to suppress billing of the last installment. On March **, 2016, I called MsP*** to acknowledge the complaint. MsP*** advised it was not a good time for her to talk and requested a call back after 9:30AM. I advised I would have a billing representative call her back. Verizon Appeals Billing representative called MsP*** back and she advised she was driving and could not talk and didn't have her head set. The representative called her back leaving her contact information in her voice mail. Verizon representative called MsP*** again on April *, 2016, and left a message for a call back and provided contact information. On 4/*/I called and spoke with MsP*** and confirmed she has received the messages from the Verizon Billing representative and will call the representative to address any billing discrepancy she may have. I verified with the Billing representative there was no call back from MsP*** and the representative left another message for MsP*** on 4/*/16. Verizon will address MsP*** dispute further when she calls back. Joyce D***Verizon Executive Relations SrAnalyst
Executive Relations Team/***- Revdex.com *** - 04/**/12:55pm- I called *** *** *** *** and spoke with *** ***I advised her a manual refund check request was sent 04/**/and to allow 10-days for receipt of the checkI apologized that it took so long to get her refund
check processed
Initial Business Response /* (1000, 6, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order placed on December 4, for a Dell Inspiron Laptop for a total with shipping and handling of $The order was shipped and delivered to ***Miami, FL
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAn affidavit of "Unauthorized Use" was sent to Mr*** on April 2, to complete and return to usOur records also indicate Mr*** was advised he needed to file a police report and return it with the affidavitOn May 5, we received the completed affidavit; however, we did not receive a copy of the police report
Once our Credit Risk Department has received the police report, they will conduct the investigation and notify Mr*** by mail of the outcome, including any corrective measures/adjustments made to his credit fileMr*** should allow up to days from the date he mails the police report for this process to be completed
We appreciate Mr***'s assistance and patienceThank you for allowing us to assist and explain
Sincerely,
Vi F*
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 8, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The affidavit gives them full authorization to prosecute and investigateI exhausted my paid days off and cannot take any time off from work to resolve something that is not mineThey refuse to release the name and cardholder info of the person making paymentsAt this point in time I have opted to move forward with a lawsuit for damages, loss wagesPlease supply all payment information names credit card numbers and signatures along with id supplied at time of account openingAlso please escalate this matter to your legal departmentThis is a notice of intent to proceed with a civil suit seeking damagesI was recently passed up for a higher position at work due to this delinquent account that isn't mine
Final Consumer Response /* (4200, 19, 2015/06/12) */
***Document Attached***
Police report case number attached, immediate removal requested
Final Business Response /* (4000, 23, 2015/06/24) */
CONFIDENTIAL COMMUNICATION
June 24,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Mr*** regarding a WebBank/Fingerhut Advantage Credit Account
Our Credit Risk Department has completed their investigation, confirmed the account's fraudulent status, and marked it accordinglyMr*** should be receiving a letter confirming the handling of the account and that the credit inquiry and trade-line will be deleted from every bureau on which they appeared within 10-days
We understand Mr*** is requesting the complete bank account number and routing number as well as the entire account number associated with the Visa Debit Card in regard to the payments we have received on this accountPlease understand that customer confidentiality and the safe keeping of their records are among our top prioritiesDue to the sensitive nature of the information we cannot provide the complete details to Mr***The information previously provided should be adequate for him to verify with his financial institution if the payments were made from his personal bank account(s)
In order for us to supply the full bank account number that Mr*** is requesting that was used on this account to make payments, a subpoena will need to be submitted by the investigator (Miami-Dade PD in this case)Once our Legal Department approves the submitted subpoena, we will be able to supply the investigator with full account information, including the full bank account numberUnfortunately we are not able to supply Mr*** with the full bank account number directly, as he is stating the Fingerhut account is not affiliated with him
Having provided all information available to us, we consider this matter closedThank you for allowing us to explain
Sincerely,
Vi F*
Executive Care Team
VF/bw
Upon receipt of the complaint filed Verizon’s technical support team has reviewed the consumer’s accountThe consumer’s concern is since their email has been migrated over to *** they are receiving a lot of SPAM emailsVerizon has reviewed the notes on the consumer’s account and we have tried multiple times to educate the consumer on what Spam email is and options on how to prevent Spam email. Verizon contacted the consumer and advised it is impossible to prevent all Spam email. The consumer is upset stating they pay for *** email. Unfortunately the consumer does not pay *** for email service and even though they pay Verizon for phone, TV , and internet they have never paid for email service with Verizon either. Email has always been a free service. Verizon customers who have migrated over to *** are not charged for *** basic support. If they require Premium email support beyond online help and changing a password they have to sign up for that and then there is a charge from ***. We also advise the consumer that any secure information is never shared with 3rd parties but if they have put their email on various websites that information can be shared by those sites. The consumer has our contact information should they have any further concerns
A customer service representative contacted the customer regarding her billing concerns. The customer was advised verbally and by email or the following: We have processed a total of $in credits to correct the past bills through the February statement down to the $monthly
rate for service. The March bill will post this weekend and the representative will need to manually correct that statementWe have added additional discounts to restore the $monthly rate going forward through the end of the contract in January of 2018. One if these discounts will appear as a credit each month in the Specials and Promotions section of the customer’s billThe representative will continue to monitor the bills to ensure accuracy and contact the customer again once the necessary corrections have been made to the March bill. The representative referred the customer to our verizon.com website to view the credits processed at her convenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will at least get me my refundHowever I find it strange that I was told twice by Verizon that they would be sending me my refund within 7-days back on September *** and then I was given a totally different story when I called back. I guess this is all just a complete lack of internal communication on the part of Verizon
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The $monthly fee is unacceptable. The fee should be waived or a refurbished router should be provided at no cost. Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Our records do not reflect that a trouble ticket was initiated on May **, On May **, trouble ticket *** was initiated regarding Set Top Box (STB) issuesOn May **, a technician was dispatched and notated the trouble ticket “No Access”The trouble ticket was closed out
due to “No Access” On May **, trouble ticket was *** was initiated and a technician was dispatched.The technician replaced the Optical Network Terminal (ONT) and the service was restored As a courtesy, on May **, credit in the amount of $($plus tax) was issued to the accountThe credit amount of $includes tax and may take 1-bill cycles to post to the account We trust that this information will assist you in closing this complaintWe apologize for any inconvenience *** *** may have experienced as a result of this issueIf you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT ***. Sincerely, *** **Executive Customer Relations
Company records show that in 9/the customer was advised the sfee would be waivedOn 2/*/the company issued credit totaling $for the cost involvedCalls to discuss this with the customer have been unsuccessful
Verizon records show the Central Office that provides service to the customer's location is currently closed to sales. The tentative relief date is 12/**/15. Verizon has spoken with *** *** and advised the tentative date of 12/**/and that Verizon does not sell stand alone DSL
service.We trust this information will help to resolve *** *** concerns
Verizon account representative and he advised me of the following. We Agreed to cover month internet ($45) since he have had poor service for over weeks and still doesnt have a routerAlso agreed to cover charge for quantum gateway router from the time you receives it
until end of contract April *, He will cover the monthly charge via recurring creditHe have a follow up set for October *** to create recurring adjustment as well as to credit any shipping and handling fees
Subsequent to the complaint, Verizon spoke with the customer to advise a duplicate copy of the April *, 2017 will be mailed to the address on file; as Verizon's IT office was successful in retrieving the bill statement. The customer informed the representative he will make
contact to confirm receipt of the bill statement
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer's concern is regarding the monthly bundle price for FiOS Internet and Television services. The consumer stated the monthly bundle price should be $52.99. The bundle price is $and there
is an additional charge of $for the FiOS equipment and additional premium channel of HBO. The consumer is currently getting a monthly discount for $which expires on 3/**/and also a monthly discount of $which does not have an expiration date. The increase on the consumers 2/**/bill was a charge for FiOS TV restoral for $50.00. The consumer made a payment on 1/**/the same day the service was interrupted for non- payment. As a courtesy, Verizon made an adjustment to bill for the restoral charge of $50.00. The total adjustment is $55.52. The consumer contacted Verizon and requested to disconnect services on 3/**/17. The consumer will receive a final bill in April
Company records show that the customer’s service was disconnected in error due to an error made by a company repThe company has provided coaching to ensure this rep is more carefulThe customer’s service is now workingFor the inconvenience, Verizon adjusted the original account $The
company also matched the new account number to reflect the same bill price *** *** was paying before the account was disconnected in errorThe customer was satisfied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Verizon refuses to honor our initial offer presented by their own representative that was on August of and this was all in writingAny future consumers should be aware than they will offer a great deal and then rescind it months laterI hope the Revdex.com will post this so the public is made aware that Verizon does not stand by their offersTheir tactics are bait and switchWe are very disappointed!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Verizon reopened the investigation and again found unfortunately Verizon does not have any LEC or other discounts to offer Shaun OkawaVerizon will also be unable to waive the Early Termination Fee (ETF) if the customer cancels serviceOn October 21, 2015, Verizon supervisor completed the customers request for a Supervisor callback. The Supervisor spoke with *** *** and confirmed/re-iterate/sustained everything he had been previously toldVerizon can not get him a reward card, add any more discounts, or waive the ETFWith the $Triple Play bundle *** *** has, his account set up the absolute least expensive way Verizon possibly can*** *** was still upset and feels that the Sales Representative lied to him "scammed" him into switching over to VerizonThe Supervisor apologized profusely, but confirmed again that Verizon cannot do anything relative to the Reward card, waiving the ETF and /or adding any additional discounts*** *** then asked if Verizon can renew the $free Fully Loaded Entertainment Pack next yearThe Supervisor advised him the that promotion does not expire until June ***, and we do not know if we would be able to renew it until it expires*** *** was advised that if it is available, we will certainly offer it to him againThe Supervisor provided *** *** his contact information and advised he can contact him directly at that time or any time to discuss any future concernsThe Supervisor also sent *** *** an email with his contact info. Joyce D***Verizon Executive Relations SrAnalyst
Credited per the customer's request
The only information viewable at this time is the tracking number for the refund; tracking number *** on 2**/(this is when the refund posted the account) for $This information can be used to trace the refund with the bank the customer was using during that time
Verizon investigation located the order placed on 2/**/16, and reviewed the account with the order and the services and prices on the bill matched what was on the Service Order Confirmation sent to the customer. MsP*** spoke with a Verizon representative on 3/*/and the representative
issued an adjustment totaling $for the first installment for the FiOS Setup fee of $which was billed on the February bill. The representative advised the customer they would suppress the billing for the remaining two installments. Unfortunately that did not happen and the customer was again billed the second installment of $on the March bill. On March **, 2016, credit was issued totaling $for the second installment billed which will post to the April bill. The representative put through a request to suppress billing of the last installment. On March **, 2016, I called MsP*** to acknowledge the complaint. MsP*** advised it was not a good time for her to talk and requested a call back after 9:30AM. I advised I would have a billing representative call her back. Verizon Appeals Billing representative called MsP*** back and she advised she was driving and could not talk and didn't have her head set. The representative called her back leaving her contact information in her voice mail. Verizon representative called MsP*** again on April *, 2016, and left a message for a call back and provided contact information. On 4/*/I called and spoke with MsP*** and confirmed she has received the messages from the Verizon Billing representative and will call the representative to address any billing discrepancy she may have. I verified with the Billing representative there was no call back from MsP*** and the representative left another message for MsP*** on 4/*/16. Verizon will address MsP*** dispute further when she calls back. Joyce D***Verizon Executive Relations SrAnalyst
Executive Relations Team/***- Revdex.com *** - 04/**/12:55pm- I called *** *** *** *** and spoke with *** ***I advised her a manual refund check request was sent 04/**/and to allow 10-days for receipt of the checkI apologized that it took so long to get her refund
check processed
Initial Business Response /* (1000, 6, 2015/05/26) */
*
*
CONFIDENTIAL COMMUNICATION
May 26,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order placed on December 4, for a Dell Inspiron Laptop for a total with shipping and handling of $The order was shipped and delivered to ***Miami, FL
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAn affidavit of "Unauthorized Use" was sent to Mr*** on April 2, to complete and return to usOur records also indicate Mr*** was advised he needed to file a police report and return it with the affidavitOn May 5, we received the completed affidavit; however, we did not receive a copy of the police report
Once our Credit Risk Department has received the police report, they will conduct the investigation and notify Mr*** by mail of the outcome, including any corrective measures/adjustments made to his credit fileMr*** should allow up to days from the date he mails the police report for this process to be completed
We appreciate Mr***'s assistance and patienceThank you for allowing us to assist and explain
Sincerely,
Vi F
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 8, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The affidavit gives them full authorization to prosecute and investigateI exhausted my paid days off and cannot take any time off from work to resolve something that is not mineThey refuse to release the name and cardholder info of the person making paymentsAt this point in time I have opted to move forward with a lawsuit for damages, loss wagesPlease supply all payment information names credit card numbers and signatures along with id supplied at time of account openingAlso please escalate this matter to your legal departmentThis is a notice of intent to proceed with a civil suit seeking damagesI was recently passed up for a higher position at work due to this delinquent account that isn't mine
Final Consumer Response /* (4200, 19, 2015/06/12) */
***Document Attached***
Police report case number attached, immediate removal requested
Final Business Response /* (4000, 23, 2015/06/24) */
CONFIDENTIAL COMMUNICATION
June 24,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Mr*** regarding a WebBank/Fingerhut Advantage Credit Account
Our Credit Risk Department has completed their investigation, confirmed the account's fraudulent status, and marked it accordinglyMr*** should be receiving a letter confirming the handling of the account and that the credit inquiry and trade-line will be deleted from every bureau on which they appeared within 10-days
We understand Mr*** is requesting the complete bank account number and routing number as well as the entire account number associated with the Visa Debit Card in regard to the payments we have received on this accountPlease understand that customer confidentiality and the safe keeping of their records are among our top prioritiesDue to the sensitive nature of the information we cannot provide the complete details to Mr***The information previously provided should be adequate for him to verify with his financial institution if the payments were made from his personal bank account(s)
In order for us to supply the full bank account number that Mr*** is requesting that was used on this account to make payments, a subpoena will need to be submitted by the investigator (Miami-Dade PD in this case)Once our Legal Department approves the submitted subpoena, we will be able to supply the investigator with full account information, including the full bank account numberUnfortunately we are not able to supply Mr*** with the full bank account number directly, as he is stating the Fingerhut account is not affiliated with him
Having provided all information available to us, we consider this matter closedThank you for allowing us to explain
Sincerely,
Vi F
Executive Care Team
VF/bw
Upon receipt of this rebuttal we spoke with *** *** and he confirmed he is satisfied with the resolution
Upon receipt of the complaint filed Verizon’s technical support team has reviewed the consumer’s accountThe consumer’s concern is since their email has been migrated over to *** they are receiving a lot of SPAM emailsVerizon has reviewed the notes on the consumer’s account and we have tried multiple times to educate the consumer on what Spam email is and options on how to prevent Spam email. Verizon contacted the consumer and advised it is impossible to prevent all Spam email. The consumer is upset stating they pay for *** email. Unfortunately the consumer does not pay *** for email service and even though they pay Verizon for phone, TV , and internet they have never paid for email service with Verizon either. Email has always been a free service. Verizon customers who have migrated over to *** are not charged for *** basic support. If they require Premium email support beyond online help and changing a password they have to sign up for that and then there is a charge from ***. We also advise the consumer that any secure information is never shared with 3rd parties but if they have put their email on various websites that information can be shared by those sites. The consumer has our contact information should they have any further concerns
A customer service representative contacted the customer regarding her billing concerns. The customer was advised verbally and by email or the following: We have processed a total of $in credits to correct the past bills through the February statement down to the $monthly
rate for service. The March bill will post this weekend and the representative will need to manually correct that statementWe have added additional discounts to restore the $monthly rate going forward through the end of the contract in January of 2018. One if these discounts will appear as a credit each month in the Specials and Promotions section of the customer’s billThe representative will continue to monitor the bills to ensure accuracy and contact the customer again once the necessary corrections have been made to the March bill. The representative referred the customer to our verizon.com website to view the credits processed at her convenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will at least get me my refundHowever I find it strange that I was told twice by Verizon that they would be sending me my refund within 7-days back on September *** and then I was given a totally different story when I called back. I guess this is all just a complete lack of internal communication on the part of Verizon
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The $monthly fee is unacceptable. The fee should be waived or a refurbished router should be provided at no cost. Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Our records do not reflect that a trouble ticket was initiated on May **, On May **, trouble ticket *** was initiated regarding Set Top Box (STB) issuesOn May **, a technician was dispatched and notated the trouble ticket “No Access”The trouble ticket was closed out
due to “No Access” On May **, trouble ticket was *** was initiated and a technician was dispatched.The technician replaced the Optical Network Terminal (ONT) and the service was restored As a courtesy, on May **, credit in the amount of $($plus tax) was issued to the accountThe credit amount of $includes tax and may take 1-bill cycles to post to the account We trust that this information will assist you in closing this complaintWe apologize for any inconvenience *** *** may have experienced as a result of this issueIf you have any questions regarding this matter, please contact our office at 1/###-###-#### EXT ***. Sincerely, *** **Executive Customer Relations
Company records show that in 9/the customer was advised the sfee would be waivedOn 2/*/the company issued credit totaling $for the cost involvedCalls to discuss this with the customer have been unsuccessful