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]
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding incorrect information they were provided regarding the transfer of their service due to a move. The consumer contacted Verizon on 8/*/17 to move their service to a new...
location. We connected service at the new location on 8/**/17. The consumer advised they were told we would waive any and all installation fees. The consumer received an email confirmation stating they are being charged $210.00 for outlet installation and $90.00 FiOS setup fee. Verizon as a courtesy agreed to follow-up with the consumer’s 9/**/17 bill and make adjustments to these charges. We arranged to call the consumer back on 9/**/17 to confirm the adjustments that will be bad on their bill. The consumer upgraded their bundle package on 8/**/17, the new bundle price is $119.99. The consumer is receiving a $20.00 discount off their bundle for 12 months which will have their bundle price at $99.99. We advised the consumer their 2 year contract is giving them discounts thru 2019, however if they choose to cancel their service we will waive the early termination fee. The consumer agreed for us to follow-up with their 9/**/17 billing statement and they have our contact information should they have any further concerns.
Please be advised, I spoke with the customer regarding
his concern. It was determined that our records do indicate an order for the equipment
in March of 2017. We expedited a request to send out equipment and per [redacted]
tracking, it has been delivered on May *, 2017. A billing specialist...
confirmed
he was charged only the $149.99 discounted rate for the router. We have made
multiple attempts to confirm he has the equipment, as of this date, he has yet
to respond.
We
trust this provides your office with the information required in this matter.
I am rejecting this response because:
You must have typed the account number in wrong and put the payment credit to the wrong person. I do not have a [redacted] in my business, I do not have a [redacted] on my account. I sent in proof of cashed payment with the name [redacted] on it. There is no way it could have been sent to someone who does not exist on my account, so they would not be on my bill.And I do not appreciate being on a speaker phone with your company and hearing someone at your company saying who cares about my account. Correct your error, credit my account properly, stop damaging my credit, and do the right thing.
CONFIDENTIAL COMMUNICATION August 1, 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 your request to have your $30.00 down payment refunded to you, since you returned the item you ordered. Our records indicate you were charged $214.98 in total for that order, which breaks down into $169.99 for the price of the item, $29.49 for shipping and handling and $15.50 for tax. When you returned the item, you were credited $185.49 dollars, which is the combination of the price of the item, and tax. Your account was not credited for the original shipping and handling, which is in accordance with our Return Policy. Our Return Policy states, in part: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customer. The shipping and handling amount of $29.49 remained on your account as a balance. Since the $30.00 down payment is applied to the account as a payment, it fulfilled the $29.49 balance, and as such, is non-refundable. The remaining $0.38 was written off, so a retry account could be established. That account is available to you to use, however, you will need to make a new down-payment if you choose to place an order on it. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
Executive Relations/[redacted]/Revdex.com case [redacted]/ Called [redacted] at ###-###-#### and we talked about the pay per view fight that was ordered on his account on 5/*/15, and he denies all knowledge , and says he did not order the fight. I said I would credit the pay per view for him, and asked if...
he would like to learn about parental controls to stop the ordering of the pay per views. [redacted] asked if all pay per views could be blocked? And I said yes they could, and I would have a representative from the [redacted] call him back to advise with instructions. I did issue the credit for the pay per view, total credit $114.98.[redacted]/Fiber Solution Team/[redacted] Revdex.com case [redacted]...Called & Assisted [redacted] Setting up a Purchase PIN. > Press the Menu button on Fios remote. 1. highlight Settings and press OK. 2. Highlight System and press OK. 3. Select Parental/Purchase and press OK. 4. Create / enter your 4-digit Parental Controls PIN. You'll then need to retype your PIN to confirm your selection. 5. Select Purchase Controls to turn them ON or off. 6. Select "Use Parental PIN" to use your Parental Controls PIN as your Purchase PIN. >Purch control is now ON
CONFIDENTIAL COMMUNICATION March 29, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that after being just one day late on a payment she was harassed by telephone 12 times in one day. The next day she was contacted again by telephone 6 more times. Ms. [redacted] states that she is officially being harassed for a 2 day late payment. Ms. [redacted]’s desired resolution is to have Fingerhut stop calling her as she has requested. Our records indicate we attempted to call Ms. [redacted] twice on March 14, 2017, once on March 15, 2017, twice on March 16, 2017, once on March 17, 2017, and once on March 18, 2017. We were not able to make contact with Ms. [redacted], but did leave a message with a third party, asking for Ms. [redacted] to call us back, on March 15, 2017. We do not show that we contacted her more than two times in one day. Records indicate that on March 20, 2017 we revoked consent to call the telephone number associated to Ms. [redacted]’s account. If Ms. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to ###-###-#### or mailed to [redacted], St. Cloud, MN, 56303 or she may contact us toll free at ###-###-####. Please note, if a cease and desist status is placed on Ms. [redacted]’s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed. Ms. [redacted]’s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order. Any outstanding balance will continue to accrue interest and you may be assessed late fees and Ms. [redacted]’s account is still subject to the original terms and conditions of the Agreement. If Ms. [redacted] would like information or the assistance of one of our financial hardship payment plans, she would need to revoke the cease and desist request in writing. If Ms. [redacted] would like to discuss payment plan options she may contact our Billing Department at ###-###-####. Their hours are 7:00 am to 9:00 pm, Monday through Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
Initial Business Response /* (1000, 5, 2015/10/30) */
CONFIDENTIAL COMMUNICATION
October 30, 2015
# [redacted]
Revdex.com of Minnesota
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced with us relating to the payment issue outlined in the inquiry. All agents are accountable to meet our professional standards, and we apologize if these were not always lived up to with Ms. [redacted].
Our records confirm that Ms. [redacted]'s payment referenced in the inquiry and made through her Bill Pay provider was received here on October 20, 2015. However, there was a delay in processing the payment due to being submitted with Ms. [redacted]'s 10-digit Customer ID number instead of her 16-digit Account Number. On October 22, 2015 we were able to match up and post the payment to Ms. [redacted]'s account. Once this processing was completed, the correct payment date was indicated by back-dating it to the received date of October 20, 2015.
As a reminder, customers using a Bill Pay service to remit payments to us are required to provide their 16-digit WebBank/Fingerhut credit account number.
We appreciate Ms. [redacted] making a second, separate payment on her due date of October 22, 2015 while we finished processing the bill pay payment. Our records show her bank put a stop payment on the second payment, likely after Ms. [redacted] confirmed the bill pay payment had posted to her account. Although the stop payment resulted in a return payment fee being assessed, we have already credited it back to the account given the special circumstances involved. The credit will reflect on Ms. [redacted]'s next monthly statement for her records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
CONFIDENTIAL COMMUNICATION June 22, 2017 ...⇄ Better...
Business Bureau 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
The customer has been advised that the lines should be completely installed by Friday, December **. 2015. I have also given the customer the local manager's cell number for any further updates or concerns. I will continue to monitor to ensure we continue to update the customer on the...
progress and completion of this project. The customer has my contact information.
CONFIDENTIAL COMMUNICATION 26 Alberigi Drive, Jessup, Pennsylvania 18434-1833 November 2,...
2016 Revdex.com Attn: Jesi Palmehn 220 S River Ridge Circle Burnsville, MN 55337 Re: Darlene Chrzanowski ID # 11784487 Dear Ms. Palmehn, We are writing in response to an inquiry received from your office on behalf of Darlene Chrzanowski regarding a Haband order. Mrs. Chrzanowski states that when she received her order the packing slip was missing. She needed to return two jackets for a different size but didn’t have the return instructions or the Smart Post return label that are printed on the packing slip. She further states that she made three attempts with customer service to receive a packing slip. Our records indicate that a mail order was received on September 28, 2016 for a pair of Comfort Well® Classic Comfort Pumps and two Tudor Court™ Snap-It-Up™ Jackets. The payment of $58.96 was applied to Mrs. Chrzanowski’s Blair credit card. The order shipped complete on September 30, 2016. Mrs. Chrzanowski’s account is noted that she requested a packing slip on October 5, 2016 so she can return the two Tudor Court™ Snap-It-Up™ Jackets. We sent her return instructions but no packing slip. We also received a letter on October 19, 2016 requesting a packing slip and we sent her an itemized copy of her order. We apologize for the confusion this caused. I telephoned Mrs. Chrzanowski on October 31, 2016 and explained to her that we cannot send a new packing slip. We agreed that I would send her a prepaid return label and a copy of her order to enclose with her return to use as the packing slip. This was mailed to her on November 1, 2016. If Mrs. Chrzanowski has any further questions or concerns, she may contact Customer Service at 1-800-213-1220 between 9 am- 9 pm (EST), Monday – Saturday. Thank you for allowing us to explain. Sincerely, Lea Miller Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION April 28, 2016 Revdex.com of Minnesota �...⇄ Customer #: [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]. Earlier today, our representative spoke with a contact in the records office of the Nashville Police Department who was able to validate Ms. [redacted]’s police report to the extent necessary to satisfy the information required for our purposes. Her claim was approved and the full purchase price of the order was credited as a result. The related interest charges and late fees were also credited, and Ms. [redacted]’s account reflects a $0 balance as of this response. In addition, there has been no negative report to the credit agencies as a result of this issue. Ms. [redacted]’s account has already been closed per her earlier authorization. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
The case was sent to the business office for review.Records indicate that the customer's Winback order does not show completed - status still shows "hold". A specialist sent a referral to the Winback team to work with the former carrier to complete with the desired phone number.Records indicate that...
the Winback order has been completed and the number released to Verizon, yet it was still not ringing through to completion. A referral was made to the Operations team and a ticket opened.On 12/**/17, the business office specialist confirmed that the number is now working. This was also confirmed with the customer's daughter. The specialist also has a follow-up to issue a 1-month credit once the customer's first bill is rendered. We apologize on behalf of Verizon for the inconvenience that this matter has caused.
On January **, 2017, billing specialist spoke with the customer and apologized for the misinformation provided. She confirmed for him that international calls to India were not included with his service. We offered a World Plan 500 with a monthly rate of $15.00 at half price for the...
duration of the customer's contracted term which the customer accepted. A recurring credit of $7.50 will be applied to the account for 21 months. We adjusted all the international calls on the current bill dated January **, 3017 minus the $7.50 he would have been billed for the World Plan. The credit totaled $116.20. We will follow up for the February **, 2017 bill to ensure no international call charges are incurred. The customer is aware that he will be billed per minute for any international calls over the 500 minutes covered by the plan. We appreciate the customer brining this to our attention.
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 felt this answer was rude....
I have since spoken with Verizon and they have acknowledged the appeal site is not working, but have yet to let me know when it will be fixed our how I can appeal by another means.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:
This is NOT Acceptable! Therefore, I will seek Legal actions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com complaint [redacted] I called the customer's contact number and left a message at [redacted] with my name number reason for my call , advised I do not have her proof of payment, once received can do a search left my fax number as well so she can fax it.
CONFIDENTIAL COMMUNICATION May 13, 2016 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: Mr. [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account ending in [redacted]. Mr. [redacted] states that his WebBank/Fingerhut credit account was not included in his bankruptcy and should not be reporting negatively. Mr. [redacted] is requesting to have the derogatory remarks removed from his credit report. Our records indicate, a WebBank/Fingerhut credit account ending [redacted] was opened when an application for credit was processed online July 13, 2010 in the name [redacted] A. [redacted]. According to public record, Mr. [redacted] filed Chapter 13 bankruptcy on August 24, 2010. Fingerhut was notified by the courts and updated Mr. [redacted]’s account to Closed due to Bankruptcy on November 1, 2010. On March 28, 2013, Mr. [redacted] attempted to order a Scosche iPad 2 Black Leather Textured Folio Case using the first Fingerhut credit account ending in [redacted]. The order was cancelled as the account was previously closed due to Bankruptcy. Our records indicate a second credit application was received on March 28, 2013, with Mr. [redacted]’s name which was approved for a Fingerhut FreshStart Installment Loan account ending in [redacted] upon receipt of a $30.00 down payment. An order was placed online the same day for a Scosche iPad 2 Black Leather Textured Folio Case. On June 9, 2013, Mr. [redacted] graduated into a second WebBank/Fingerhut credit account ending in 7365. An order was placed for a Honeywell True HEPA Quietcare Air Purifier with a 1 year Service Plan. According to public record, Mr. [redacted]’s bankruptcy was discharged on January 21, 2016 and the case was closed on April 1, 2016. Based on an account review on May 11, 2016, Equifax, Experian and Trans Union are reporting Mr. [redacted]’s account ending in [redacted] accurately as Closed Due to Chapter 13 Bankruptcy with a zero balance and past due. In order to ensure all bureaus are reporting the same, an electronic update was sent to the bureaus to update the Date of Account Information to August 24, 2010. (Ref: [redacted]) The bureaus are also accurately reporting the Fingerhut FreshStart Installment Loan account ending in [redacted] and second Fingerhut credit account ending in [redacted] as ‘paid and closed with a zero balance’ and ‘current with a zero balance’, respectively. We cannot revise any additional information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Mr. [redacted] still has questions about his account regarding what has or has not been reported to the credit bureaus, he may contact Fingerhut by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj
We spoke with the customer on March *, 2017 to apologize for nay misinformation provided. We were able to change the services provided to meet an acceptable price point. Our tech support team was not successful in reaching the customer to address any service issue with the TV service. We ask that...
the customer please contact tech support for assistance. We appreciate the customer bringing these concerns to our attention.
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]
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding incorrect information they were provided regarding the transfer of their service due to a move. The consumer contacted Verizon on 8/*/17 to move their service to a new...
location. We connected service at the new location on 8/**/17. The consumer advised they were told we would waive any and all installation fees. The consumer received an email confirmation stating they are being charged $210.00 for outlet installation and $90.00 FiOS setup fee. Verizon as a courtesy agreed to follow-up with the consumer’s 9/**/17 bill and make adjustments to these charges. We arranged to call the consumer back on 9/**/17 to confirm the adjustments that will be bad on their bill. The consumer upgraded their bundle package on 8/**/17, the new bundle price is $119.99. The consumer is receiving a $20.00 discount off their bundle for 12 months which will have their bundle price at $99.99. We advised the consumer their 2 year contract is giving them discounts thru 2019, however if they choose to cancel their service we will waive the early termination fee. The consumer agreed for us to follow-up with their 9/**/17 billing statement and they have our contact information should they have any further concerns.
Please be advised, I spoke with the customer regarding
his concern. It was determined that our records do indicate an order for the equipment
in March of 2017. We expedited a request to send out equipment and per [redacted]
tracking, it has been delivered on May *, 2017. A billing specialist...
confirmed
he was charged only the $149.99 discounted rate for the router. We have made
multiple attempts to confirm he has the equipment, as of this date, he has yet
to respond.
We
trust this provides your office with the information required in this matter.
Thank
you,
Sr.
Analyst
Verizon
Executive Relations
I am rejecting this response because:
You must have typed the account number in wrong and put the payment credit to the wrong person. I do not have a [redacted] in my business, I do not have a [redacted] on my account. I sent in proof of cashed payment with the name [redacted] on it. There is no way it could have been sent to someone who does not exist on my account, so they would not be on my bill.And I do not appreciate being on a speaker phone with your company and hearing someone at your company saying who cares about my account. Correct your error, credit my account properly, stop damaging my credit, and do the right thing.
CONFIDENTIAL COMMUNICATION August 1, 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 your request to have your $30.00 down payment refunded to you, since you returned the item you ordered. Our records indicate you were charged $214.98 in total for that order, which breaks down into $169.99 for the price of the item, $29.49 for shipping and handling and $15.50 for tax. When you returned the item, you were credited $185.49 dollars, which is the combination of the price of the item, and tax. Your account was not credited for the original shipping and handling, which is in accordance with our Return Policy. Our Return Policy states, in part: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customer. The shipping and handling amount of $29.49 remained on your account as a balance. Since the $30.00 down payment is applied to the account as a payment, it fulfilled the $29.49 balance, and as such, is non-refundable. The remaining $0.38 was written off, so a retry account could be established. That account is available to you to use, however, you will need to make a new down-payment if you choose to place an order on it. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
03/**/2016 I issued an order to make this service non published and added a $4.99 discount per month for 12 months.
Executive Relations/[redacted]/Revdex.com case [redacted]/ Called [redacted] at ###-###-#### and we talked about the pay per view fight that was ordered on his account on 5/*/15, and he denies all knowledge , and says he did not order the fight. I said I would credit the pay per view for him, and asked if...
he would like to learn about parental controls to stop the ordering of the pay per views. [redacted] asked if all pay per views could be blocked? And I said yes they could, and I would have a representative from the [redacted] call him back to advise with instructions. I did issue the credit for the pay per view, total credit $114.98.[redacted]/Fiber Solution Team/[redacted] Revdex.com case [redacted]...Called & Assisted [redacted] Setting up a Purchase PIN. > Press the Menu button on Fios remote. 1. highlight Settings and press OK. 2. Highlight System and press OK. 3. Select Parental/Purchase and press OK. 4. Create / enter your 4-digit Parental Controls PIN. You'll then need to retype your PIN to confirm your selection. 5. Select Purchase Controls to turn them ON or off. 6. Select "Use Parental PIN" to use your Parental Controls PIN as your Purchase PIN. >Purch control is now ON
CONFIDENTIAL COMMUNICATION March 29, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that after being just one day late on a payment she was harassed by telephone 12 times in one day. The next day she was contacted again by telephone 6 more times. Ms. [redacted] states that she is officially being harassed for a 2 day late payment. Ms. [redacted]’s desired resolution is to have Fingerhut stop calling her as she has requested. Our records indicate we attempted to call Ms. [redacted] twice on March 14, 2017, once on March 15, 2017, twice on March 16, 2017, once on March 17, 2017, and once on March 18, 2017. We were not able to make contact with Ms. [redacted], but did leave a message with a third party, asking for Ms. [redacted] to call us back, on March 15, 2017. We do not show that we contacted her more than two times in one day. Records indicate that on March 20, 2017 we revoked consent to call the telephone number associated to Ms. [redacted]’s account. If Ms. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to ###-###-#### or mailed to [redacted], St. Cloud, MN, 56303 or she may contact us toll free at ###-###-####. Please note, if a cease and desist status is placed on Ms. [redacted]’s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed. Ms. [redacted]’s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order. Any outstanding balance will continue to accrue interest and you may be assessed late fees and Ms. [redacted]’s account is still subject to the original terms and conditions of the Agreement. If Ms. [redacted] would like information or the assistance of one of our financial hardship payment plans, she would need to revoke the cease and desist request in writing. If Ms. [redacted] would like to discuss payment plan options she may contact our Billing Department at ###-###-####. Their hours are 7:00 am to 9:00 pm, Monday through Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
Initial Business Response /* (1000, 5, 2015/10/30) */
CONFIDENTIAL COMMUNICATION
October 30, 2015
# [redacted]
Revdex.com of Minnesota
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] is a valued customer and we regret any difficulty she experienced with us relating to the payment issue outlined in the inquiry. All agents are accountable to meet our professional standards, and we apologize if these were not always lived up to with Ms. [redacted].
Our records confirm that Ms. [redacted]'s payment referenced in the inquiry and made through her Bill Pay provider was received here on October 20, 2015. However, there was a delay in processing the payment due to being submitted with Ms. [redacted]'s 10-digit Customer ID number instead of her 16-digit Account Number. On October 22, 2015 we were able to match up and post the payment to Ms. [redacted]'s account. Once this processing was completed, the correct payment date was indicated by back-dating it to the received date of October 20, 2015.
As a reminder, customers using a Bill Pay service to remit payments to us are required to provide their 16-digit WebBank/Fingerhut credit account number.
We appreciate Ms. [redacted] making a second, separate payment on her due date of October 22, 2015 while we finished processing the bill pay payment. Our records show her bank put a stop payment on the second payment, likely after Ms. [redacted] confirmed the bill pay payment had posted to her account. Although the stop payment resulted in a return payment fee being assessed, we have already credited it back to the account given the special circumstances involved. The credit will reflect on Ms. [redacted]'s next monthly statement for her records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
CONFIDENTIAL COMMUNICATION June 22, 2017 ...⇄ Better...
Business Bureau 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
The customer has been advised that the lines should be completely installed by Friday, December **. 2015. I have also given the customer the local manager's cell number for any further updates or concerns. I will continue to monitor to ensure we continue to update the customer on the...
progress and completion of this project. The customer has my contact information.
CONFIDENTIAL COMMUNICATION 26 Alberigi Drive, Jessup, Pennsylvania 18434-1833 November 2,...
2016 Revdex.com Attn: Jesi Palmehn 220 S River Ridge Circle Burnsville, MN 55337 Re: Darlene Chrzanowski ID # 11784487 Dear Ms. Palmehn, We are writing in response to an inquiry received from your office on behalf of Darlene Chrzanowski regarding a Haband order. Mrs. Chrzanowski states that when she received her order the packing slip was missing. She needed to return two jackets for a different size but didn’t have the return instructions or the Smart Post return label that are printed on the packing slip. She further states that she made three attempts with customer service to receive a packing slip. Our records indicate that a mail order was received on September 28, 2016 for a pair of Comfort Well® Classic Comfort Pumps and two Tudor Court™ Snap-It-Up™ Jackets. The payment of $58.96 was applied to Mrs. Chrzanowski’s Blair credit card. The order shipped complete on September 30, 2016. Mrs. Chrzanowski’s account is noted that she requested a packing slip on October 5, 2016 so she can return the two Tudor Court™ Snap-It-Up™ Jackets. We sent her return instructions but no packing slip. We also received a letter on October 19, 2016 requesting a packing slip and we sent her an itemized copy of her order. We apologize for the confusion this caused. I telephoned Mrs. Chrzanowski on October 31, 2016 and explained to her that we cannot send a new packing slip. We agreed that I would send her a prepaid return label and a copy of her order to enclose with her return to use as the packing slip. This was mailed to her on November 1, 2016. If Mrs. Chrzanowski has any further questions or concerns, she may contact Customer Service at 1-800-213-1220 between 9 am- 9 pm (EST), Monday – Saturday. Thank you for allowing us to explain. Sincerely, Lea Miller Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION April 28, 2016 Revdex.com of Minnesota �...⇄ Customer #: [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]. Earlier today, our representative spoke with a contact in the records office of the Nashville Police Department who was able to validate Ms. [redacted]’s police report to the extent necessary to satisfy the information required for our purposes. Her claim was approved and the full purchase price of the order was credited as a result. The related interest charges and late fees were also credited, and Ms. [redacted]’s account reflects a $0 balance as of this response. In addition, there has been no negative report to the credit agencies as a result of this issue. Ms. [redacted]’s account has already been closed per her earlier authorization. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
The case was sent to the business office for review.Records indicate that the customer's Winback order does not show completed - status still shows "hold". A specialist sent a referral to the Winback team to work with the former carrier to complete with the desired phone number.Records indicate that...
the Winback order has been completed and the number released to Verizon, yet it was still not ringing through to completion. A referral was made to the Operations team and a ticket opened.On 12/**/17, the business office specialist confirmed that the number is now working. This was also confirmed with the customer's daughter. The specialist also has a follow-up to issue a 1-month credit once the customer's first bill is rendered. We apologize on behalf of Verizon for the inconvenience that this matter has caused.
On January **, 2017, billing specialist spoke with the customer and apologized for the misinformation provided. She confirmed for him that international calls to India were not included with his service. We offered a World Plan 500 with a monthly rate of $15.00 at half price for the...
duration of the customer's contracted term which the customer accepted. A recurring credit of $7.50 will be applied to the account for 21 months. We adjusted all the international calls on the current bill dated January **, 3017 minus the $7.50 he would have been billed for the World Plan. The credit totaled $116.20. We will follow up for the February **, 2017 bill to ensure no international call charges are incurred. The customer is aware that he will be billed per minute for any international calls over the 500 minutes covered by the plan. We appreciate the customer brining this to our attention.
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 felt this answer was rude....
I have since spoken with Verizon and they have acknowledged the appeal site is not working, but have yet to let me know when it will be fixed our how I can appeal by another means.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:
This is NOT Acceptable! Therefore, I will seek Legal actions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com complaint [redacted] I called the customer's contact number and left a message at [redacted] with my name number reason for my call , advised I do not have her proof of payment, once received can do a search left my fax number as well so she can fax it.
CONFIDENTIAL COMMUNICATION May 13, 2016 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: Mr. [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account ending in [redacted]. Mr. [redacted] states that his WebBank/Fingerhut credit account was not included in his bankruptcy and should not be reporting negatively. Mr. [redacted] is requesting to have the derogatory remarks removed from his credit report. Our records indicate, a WebBank/Fingerhut credit account ending [redacted] was opened when an application for credit was processed online July 13, 2010 in the name [redacted] A. [redacted]. According to public record, Mr. [redacted] filed Chapter 13 bankruptcy on August 24, 2010. Fingerhut was notified by the courts and updated Mr. [redacted]’s account to Closed due to Bankruptcy on November 1, 2010. On March 28, 2013, Mr. [redacted] attempted to order a Scosche iPad 2 Black Leather Textured Folio Case using the first Fingerhut credit account ending in [redacted]. The order was cancelled as the account was previously closed due to Bankruptcy. Our records indicate a second credit application was received on March 28, 2013, with Mr. [redacted]’s name which was approved for a Fingerhut FreshStart Installment Loan account ending in [redacted] upon receipt of a $30.00 down payment. An order was placed online the same day for a Scosche iPad 2 Black Leather Textured Folio Case. On June 9, 2013, Mr. [redacted] graduated into a second WebBank/Fingerhut credit account ending in 7365. An order was placed for a Honeywell True HEPA Quietcare Air Purifier with a 1 year Service Plan. According to public record, Mr. [redacted]’s bankruptcy was discharged on January 21, 2016 and the case was closed on April 1, 2016. Based on an account review on May 11, 2016, Equifax, Experian and Trans Union are reporting Mr. [redacted]’s account ending in [redacted] accurately as Closed Due to Chapter 13 Bankruptcy with a zero balance and past due. In order to ensure all bureaus are reporting the same, an electronic update was sent to the bureaus to update the Date of Account Information to August 24, 2010. (Ref: [redacted]) The bureaus are also accurately reporting the Fingerhut FreshStart Installment Loan account ending in [redacted] and second Fingerhut credit account ending in [redacted] as ‘paid and closed with a zero balance’ and ‘current with a zero balance’, respectively. We cannot revise any additional information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Mr. [redacted] still has questions about his account regarding what has or has not been reported to the credit bureaus, he may contact Fingerhut by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj
We spoke with the customer on March *, 2017 to apologize for nay misinformation provided. We were able to change the services provided to meet an acceptable price point. Our tech support team was not successful in reaching the customer to address any service issue with the TV service. We ask that...
the customer please contact tech support for assistance. We appreciate the customer bringing these concerns to our attention.