The customer sent an email to the representative because she did not understanding why her payment made on 3/*/17 for $302.00 is not covering a portion of the March bill due to print on 3/**/17. The representative explained to the customer that the payment for $302.00 covered her January and...
February billing statements. The February billing statement will be prorated 8 days on voice and 14 days on data and video so only a portion of the payment will be applied to the 03/[redacted]17 billing statement. The representative explained the estimated amount of $175 was sent via email with her move order assuming that she paid the balance ($302.99) for her old location. Otherwise the bill would have been $196 ($106 monthly payment and $90 set up fee). Instead it is lowered to $175.00 due to the partial credits that the customer will receive for the advanced billing from the old location.
CONFIDENTIAL COMMUNICATION November 23, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in regard to the inquiry we received from your office on behalf of [redacted]’s WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states that when he received the LG 49” Smart TV from us the screen was broken. He states that he was unable to use the return label that had been included with his package and was unable to get a prepaid return label from us to return the TV. He also states he wants a replacement TV sent to him and that the original TV was not properly packaged. We apologize that Mr. [redacted] had difficulty in obtaining a prepaid return label. Our records indicate Mr. [redacted] contacted us on multiple occasions to receive a prepaid return label, and that he was sent an incorrect label initially. The correct label was sent to him on November 11, 2016. We received the return of the TV on November 18, 2016 and an exact exchange was shipped out to him on that same date. The tracking information for the replacement TV indicates it is in transit with Pilot Freight Services. The tracking/shipment number is [redacted], and it has an estimated delivery date of December 6, 2016. We will pass along Mr. [redacted]’s concern about how the original TV was packaged, to the appropriate department. If Mr. [redacted] has additional questions or concerns, he may contact us via email at www.fingerhut.com/customerservice or by calling us at ###-###-####, between the hours of 8:00am and 8:00pm, Monday through Friday, Central Time. Thank you for this opportunity to assist. Sincerely, Vi [redacted] Executive Care Team
We spoke with [redacted] and explained to him that we don't have any additional recommendations to approve his internet service. At this time given his distance from the CO the speed is very good he is receiving.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but have no choice and the matter has been resolved.
Sincerely,
[redacted]
Upon receipt of this complaint we made multiple attempts to contact customer. The voicemail has been full since day of receipt on 1-**-16. If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####.
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]
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 checked my credit report and I am satisfied of the charge off I'm thankful to the Revdex.com because the interest would have continued to mount on this account. I currently see that the charge off amount of 150.00 is due. This is a lot less had I not brought it to your attention the interest and late fee's would have continued on. Thanks for solving my problem for me. I did recognize a statement that I don't recall them ever saying which was it was going to be applied for fee's when clearly I'd been paying on time so how could there have been any fee's due this company need's a close monitoring on their business handling of the customers accounts. I see them collecting lots of extra money in this manner. Thanks a lot.
Per the consumers latest reply, no further action is required by Verizon. Verizon's prior response read as follows : Please be advised, Verizon has spoken with the consumer who has confirmed receipt of the $200 certificate (which expires 6/**/15). It has been explained that Verizon Wireless requires you to have an existing account or to establish a new 2 yr account with this certificate. It has been explained that Verizon can not waive Verizon Wireless' terms surrounding the tablet
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.Thank you for taking care of the issues that were addressed. I do need to mention that the customer service that was received from the general customer service lines were completely unprofessional and unsatisfactory. The agents were rude, spoke over us, yelled at us and refused to let us speak to a supervisor. Also, I did see that you mentioned that the account was noted on 9/21 for our complaint... We had been calling every other day since 9/6 and were promised, by the agents, that my account would be noted about the missing parts. This is upsetting to read that there were more lies that were given in this ordeal. I can not say that I will be using your company in the future due to this whole mess. The fact that the agents were trying to charge me for an item that clearly was part of the description, does not sit well with me. They had offer to sell us the heater for a "discounted rate" from $100 to $50, plus shipping and handling... it's just not right. Sincerely, [redacted]
Please be advised that Verizon has spoken with [redacted] regarding the recent repair of his service. Verizon has issued the requested credit and it should be reflected on [redacted]'s next bill. We trust this information will help to resolve [redacted]'s concerns. Sincerely, ...
CONFIDENTIAL COMMUNICATION
March 15, 2016 #[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
...
Re: Case # [redacted] -[redacted], [redacted]
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As the above referenced account is a revolving credit account, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Variable Annual Percentage Rate (APR) of 20.15%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month. New terms and conditions were sent to Ms. [redacted] regarding the increase in her APR on January 13, 2016. This information can also be found by going to www.gettington.com and clicking "terms and conditions" at the bottom of the homepage.
We currently do not offer a lower APR.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] states that she has completed the FreshStart program successfully and should be eligible for a revolving account with a higher credit limit and no down-payment requirement. Our records indicate Ms. [redacted] had a late payment in July...
of 2016 which means she did not successfully complete the program. She may retry the program if she wishes.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about her Verizon services. Please be advised that our Sales and Service Team has been able to speak with [redacted] on...
several occasions per this concern. We were able to advise that the pending orders had system errors attached to them and needed to be cancelled. We have attempted to place upgrade orders to have her account services migrated from the Dry Loop that she currently has to basic Dial Tone with DSL internet attached. [redacted] understands that due to system issues we have yet to be able to complete an order. We will continue to work with [redacted] towards a resolution. She has our direct contact information if needed to discuss these matter further. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
I am rejecting this response because:
I did not receive any letter stating this account would be closed. I had contacted the Attorney General and the Attorney General office told me that the business would have to send me a certified letter to close my account for inactivity since it affects my credit report. I never received any letters or notice and when I requested a book to be sent to me in October they did not say anything that this would be closed for in activity. Since there were no certified letter sent to me I am requesting my account be reopened under the same account number. Also I was told it was going to be reopened and that they would do a soft pull on my credit report . This was done with Experian in the beginning of March. The representative told me that they pulled it and it would be reopened. No I get this letter stating it not. How can they say they did not pull a credit report when it shows on my credit report.
I am rejecting this response because: I am not clear on why I am still responsible for a cancelled insurance policy thru Affinion Group as of November and was informed by that company of no further responsibility to Fingerhut.. They recommended that I should disregard the letters and that Fingerhut was not even being billed any longer.
Upon receipt of this complaint and after careful review we spoke with [redacted] and an order was placed with exceptions to match the online pricing and customer has due date of today. [redacted] the issue is resolved.
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. The need to go to the Revdex.com would not have been necessary had the company been more proactive and not failed to respond appropriately after more than one call. The final person that responded to the complaint from Verizon handled his part well.
Sincerely,
[redacted]
Records indicate the customer made contact with Verizon on January *, 2016 to question the $10.00 increase for the equipment fees. The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate. The representative offered to go...
over the terms of service via the website but the customer declined. Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue. The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down. The representative informed the issue is being worked by Verizon's Tier 3 Support team and there is no estimated time of completion. The representative will remain in contact with the customer until the trouble ticket is closed.
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she states that she purchased a riding lawnmower and the item was defective so she returned the merchandise on September 22, 2016. Ms. [redacted] is receiving telephone calls requesting payments for the returned merchandise. Ms. [redacted] states that Pilot picked up the merchandise after she contacted Fingerhut to have the return pick up scheduled. Upon reviewing Ms. [redacted]’s account we are able to verify the Riding Lawnmower was picked up for a return on September 22, 2016. Unfortunately, there was gasoline and oil in the lawnmower causing the item to not be returned to our warehouse. The request to scrap the merchandise was forwarded to the shipping manager and no further correspondence was received. On January 11, 2017 a credit was issued to Ms. [redacted]’s account for $1,299.99 for the lawnmower and $84.50 in taxes. We sincerely apologize for this oversight. Furthermore, we have issued credits to Ms. [redacted]’s account totaling $164.31 in late fees and interest charges accrued, due to the credit not processing in a timely manner. A request has been submitted for Ms. [redacted]’s credit status to be updated with the Credit Bureau. We ask that Ms. [redacted] allow 30 to 60 days for her report to be updated. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
The original response remains.
The customer sent an email to the representative because she did not understanding why her payment made on 3/*/17 for $302.00 is not covering a portion of the March bill due to print on 3/**/17. The representative explained to the customer that the payment for $302.00 covered her January and...
February billing statements. The February billing statement will be prorated 8 days on voice and 14 days on data and video so only a portion of the payment will be applied to the 03/[redacted]17 billing statement. The representative explained the estimated amount of $175 was sent via email with her move order assuming that she paid the balance ($302.99) for her old location. Otherwise the bill would have been $196 ($106 monthly payment and $90 set up fee). Instead it is lowered to $175.00 due to the partial credits that the customer will receive for the advanced billing from the old location.
CONFIDENTIAL COMMUNICATION November 23, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in regard to the inquiry we received from your office on behalf of [redacted]’s WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states that when he received the LG 49” Smart TV from us the screen was broken. He states that he was unable to use the return label that had been included with his package and was unable to get a prepaid return label from us to return the TV. He also states he wants a replacement TV sent to him and that the original TV was not properly packaged. We apologize that Mr. [redacted] had difficulty in obtaining a prepaid return label. Our records indicate Mr. [redacted] contacted us on multiple occasions to receive a prepaid return label, and that he was sent an incorrect label initially. The correct label was sent to him on November 11, 2016. We received the return of the TV on November 18, 2016 and an exact exchange was shipped out to him on that same date. The tracking information for the replacement TV indicates it is in transit with Pilot Freight Services. The tracking/shipment number is [redacted], and it has an estimated delivery date of December 6, 2016. We will pass along Mr. [redacted]’s concern about how the original TV was packaged, to the appropriate department. If Mr. [redacted] has additional questions or concerns, he may contact us via email at www.fingerhut.com/customerservice or by calling us at ###-###-####, between the hours of 8:00am and 8:00pm, Monday through Friday, Central Time. Thank you for this opportunity to assist. Sincerely, Vi [redacted] Executive Care Team
We spoke with [redacted] and explained to him that we don't have any additional recommendations to approve his internet service. At this time given his distance from the CO the speed is very good he is receiving.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but have no choice and the matter has been resolved.
Sincerely,
[redacted]
Upon receipt of this complaint we made multiple attempts to contact customer. The voicemail has been full since day of receipt on 1-**-16. If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####.
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]
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 checked my credit report and I am satisfied of the charge off I'm thankful to the Revdex.com because the interest would have continued to mount on this account. I currently see that the charge off amount of 150.00 is due. This is a lot less had I not brought it to your attention the interest and late fee's would have continued on. Thanks for solving my problem for me. I did recognize a statement that I don't recall them ever saying which was it was going to be applied for fee's when clearly I'd been paying on time so how could there have been any fee's due this company need's a close monitoring on their business handling of the customers accounts. I see them collecting lots of extra money in this manner. Thanks a lot.
Per the consumers latest reply, no further action is required by Verizon. Verizon's prior response read as follows : Please be advised, Verizon has spoken with the consumer who has confirmed receipt of the $200 certificate (which expires 6/**/15). It has been explained that Verizon Wireless requires you to have an existing account or to establish a new 2 yr account with this certificate. It has been explained that Verizon can not waive Verizon Wireless' terms surrounding the tablet
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.Thank you for taking care of the issues that were addressed. I do need to mention that the customer service that was received from the general customer service lines were completely unprofessional and unsatisfactory. The agents were rude, spoke over us, yelled at us and refused to let us speak to a supervisor. Also, I did see that you mentioned that the account was noted on 9/21 for our complaint... We had been calling every other day since 9/6 and were promised, by the agents, that my account would be noted about the missing parts. This is upsetting to read that there were more lies that were given in this ordeal. I can not say that I will be using your company in the future due to this whole mess. The fact that the agents were trying to charge me for an item that clearly was part of the description, does not sit well with me. They had offer to sell us the heater for a "discounted rate" from $100 to $50, plus shipping and handling... it's just not right. Sincerely, [redacted]
Please be advised that Verizon has spoken with [redacted] regarding the recent repair of his service. Verizon has issued the requested credit and it should be reflected on [redacted]'s next bill. We trust this information will help to resolve [redacted]'s concerns. Sincerely, ...
[redacted]!zs2954987*!ze
CONFIDENTIAL COMMUNICATION
March 15, 2016 #[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
...
Re: Case # [redacted] -[redacted], [redacted]
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As the above referenced account is a revolving credit account, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Variable Annual Percentage Rate (APR) of 20.15%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month. New terms and conditions were sent to Ms. [redacted] regarding the increase in her APR on January 13, 2016. This information can also be found by going to www.gettington.com and clicking "terms and conditions" at the bottom of the homepage.
We currently do not offer a lower APR.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] states that she has completed the FreshStart program successfully and should be eligible for a revolving account with a higher credit limit and no down-payment requirement. Our records indicate Ms. [redacted] had a late payment in July...
of 2016 which means she did not successfully complete the program. She may retry the program if she wishes.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate this matter being brought to our attention. [redacted] expressed concern about her Verizon services. Please be advised that our Sales and Service Team has been able to speak with [redacted] on...
several occasions per this concern. We were able to advise that the pending orders had system errors attached to them and needed to be cancelled. We have attempted to place upgrade orders to have her account services migrated from the Dry Loop that she currently has to basic Dial Tone with DSL internet attached. [redacted] understands that due to system issues we have yet to be able to complete an order. We will continue to work with [redacted] towards a resolution. She has our direct contact information if needed to discuss these matter further. We trust that this information will assist you in the closing of this complaint. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.
I am rejecting this response because:
I did not receive any letter stating this account would be closed. I had contacted the Attorney General and the Attorney General office told me that the business would have to send me a certified letter to close my account for inactivity since it affects my credit report. I never received any letters or notice and when I requested a book to be sent to me in October they did not say anything that this would be closed for in activity. Since there were no certified letter sent to me I am requesting my account be reopened under the same account number. Also I was told it was going to be reopened and that they would do a soft pull on my credit report . This was done with Experian in the beginning of March. The representative told me that they pulled it and it would be reopened. No I get this letter stating it not. How can they say they did not pull a credit report when it shows on my credit report.
I am rejecting this response because: I am not clear on why I am still responsible for a cancelled insurance policy thru Affinion Group as of November and was informed by that company of no further responsibility to Fingerhut.. They recommended that I should disregard the letters and that Fingerhut was not even being billed any longer.
Upon receipt of this complaint and after careful review we spoke with [redacted] and an order was placed with exceptions to match the online pricing and customer has due date of today. [redacted] the issue is resolved.
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. The need to go to the Revdex.com would not have been necessary had the company been more proactive and not failed to respond appropriately after more than one call. The final person that responded to the complaint from Verizon handled his part well.
Sincerely,
[redacted]
Records indicate the customer made contact with Verizon on January *, 2016 to question the $10.00 increase for the equipment fees. The representative informed the customer, per the terms of service, the equipment is not part of the contracted bundle rate. The representative offered to go...
over the terms of service via the website but the customer declined. Concerning the DVR service issues, Verizon's Fiber Service Solutions team is working with the customer to rectify the issue. The representative determined the cause of the problem is Ad Insertion, which results when there are ad insertions that do not translate when recording and causes the programming to shut down. The representative informed the issue is being worked by Verizon's Tier 3 Support team and there is no estimated time of completion. The representative will remain in contact with the customer until the trouble ticket is closed.
CONFIDENTIAL COMMUNICATION January 12,...
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she states that she purchased a riding lawnmower and the item was defective so she returned the merchandise on September 22, 2016. Ms. [redacted] is receiving telephone calls requesting payments for the returned merchandise. Ms. [redacted] states that Pilot picked up the merchandise after she contacted Fingerhut to have the return pick up scheduled. Upon reviewing Ms. [redacted]’s account we are able to verify the Riding Lawnmower was picked up for a return on September 22, 2016. Unfortunately, there was gasoline and oil in the lawnmower causing the item to not be returned to our warehouse. The request to scrap the merchandise was forwarded to the shipping manager and no further correspondence was received. On January 11, 2017 a credit was issued to Ms. [redacted]’s account for $1,299.99 for the lawnmower and $84.50 in taxes. We sincerely apologize for this oversight. Furthermore, we have issued credits to Ms. [redacted]’s account totaling $164.31 in late fees and interest charges accrued, due to the credit not processing in a timely manner. A request has been submitted for Ms. [redacted]’s credit status to be updated with the Credit Bureau. We ask that Ms. [redacted] allow 30 to 60 days for her report to be updated. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG