Good Afternoon, We are still working on resolution to the customer’s billing concerns. Please allow until Tuesday, September **, 2017 for resolution response to be received. Thank you in advance for your consideration. Thank you Nyree Y. W[redacted]Senior Analyst- National...
A Specialist has been working with customer since Tuesday, September [redacted]. The customer was upset that her number ported to T-Mobile without her knowledge. It was confirmed that there was an error in the port out of the number.The customer left the Specialist a voicemail today thanking...
her and confirming that her service is now working properly. The Specialist also agreed to give a courtesy credit.
Records show that [redacted] service was out from October 2016 due to a cable failure. The cable failure was resolved 1/*/2017. A Verizon representative contacted the customer an verified that the service was restored. A credit for 3 months of service was applied to the account on 1/*/17 and...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. At this time, they have still not fixed my bill, stating that there is still some kind of system error. I sincerely hope that if this complaint is closed, they will continue to work on the issue until resolved.
Sincerely,
[redacted]
Upon receipt of the rebuttal, the issue was reviewed. On February **, 2018, the Service Order Confirmations were again emailed to the customer which details the monthly bundle price, the discounts, expiration dates, fees, other charges and bill estimates. A $4.00 discount for 12 months was added to the account due to expire on February **, 2018 as a courtesy. The customer will receive an email confirmation advising of the discount. Our position is unchanged and final.
I am rejecting this response because:
When I placed the order it said that I,would get it buy Christmas. However I did not get it by Christmas. I would like a refund of the full amount of the shipping charges for all three watches that I ordered.
[redacted] has been advised via email that the refund check was mailed to her on 6/**/17. Verizon is maintaining a follow up to contact [redacted] to make sure she receives the check.
thing's first. Your call center agents do not notate every single call that they have. This has been proven time and time again by numerous call center agents that you have who have told me that "we cannot find the notes from the previous call". So don't act like your business is a well oiled machine, it is far from it. Secondly. I worked in a fulfillment facility and know how shipping works. The moment that the package is scanned by UPS upon receiving the package, the tracking information get's updated. Also, I had numerous Fingerhut call center agents TELL ME over the telephone that the package was STILL IN THE VENDOR'S possession and had NOT shipped out. So, are you calling your staff liars? Are you admitting that your call center agents provide the consumers with incorrect information and that you know that this is taking place? This would be very interesting information that the media and press would love to get a hold of. Taking advantage of low income consumers that have trust in your company and the products that you sell.I eventually did receive this product, but unfortunately it is incomplete and did not come with all of the parts that it was supposed to. So I guess I am now going to have to file a new complaint with the Revdex.com, against your company as well as [redacted] for not wanting to ship me out the missing piece of the product that I purchased. Please, enlighten me and explain to me why your call center is unable to send me out the correct part that is missing from the Gear VR headset that I ordered. This has been an extremely horrible experience with both, your company and Samsung.
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,
Scott M[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
There was no indication from Verizon that I am to be refunded the $127.99 for early termination fees which I incurred for terminating my service with them due to their very poor customer service, mistakes and misleading service sales. I feel very strongly that I should be compensated for the stress Verizon has caused not only me, but my child as well.
As of this date, April **, 2016, there is still an owed balance on my credit reports, nothing was done on March **, 2016 (the date they claim this matter was taken care of).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION
March 4, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to...
an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states she made a payment for $22.10 in November 2015 that brought her account balance to zero. Ms. [redacted] also states Fingerhut continued to charge her interest, late fees and account protection fees on an account with a zero balance. Ms. [redacted] maintains Fingerhut did not contact her about the balance due until February 2016, and as a result her credit is damaged. Ms. [redacted] is requesting to have her credit report updated to current because her bill was paid in full in November 2015.
According to our records, when Ms. [redacted]'s statement printed on November 6, 2015, the balance on her account was $52.10 On November 20, 2015, a payment was received for her December 2, 2016 bill in the amount of $22.10.This left a balance of $30.00.
When Ms. [redacted]'s statement printed on December 6, 2016, Safeline fees and interest charges were calculated based on the balance of $30.00. Ms. [redacted] was charged the minimum interest of $1.00 and .37 for Safeline account protection. These charges brought her balance to $31.37.
No payment was received by the next due date of January 2, 2016, so a late fee of $6.99 was charged to Ms. [redacted]'s account.
When her statement printed on January 6, 2016, Safeline protection fee and interest were charged based on the balance $38.36. In February 2016, Ms. [redacted]'s account was charged a late fee of $13.98 plus Safeline fees and interest charges bringing her balance to $55.46.
Ms. [redacted]'s payment of $34.49 received on February 26, 2016 brought the account balance to $20.97. The two late fees totaling $20.97 were credited as a courtesy on March 2, 2016. Although already applied to the account, the credits will reflect on her next monthly statement which will be generated on March 6, 2016.
An account review on March 4, 2016 confirmed that Ms. [redacted]'s account is open with a zero balance.
According to our records, Fingerhut began attempts to reach Ms. [redacted] by phone on January 3, 2016. These calls continued until February 26, 2016 when the account was brought current.
Ms. [redacted] spoke with an agent on January 20, 2016, but according to our records, Ms. [redacted] said she was at work and ended the call.
Fingerhut received an email from Ms. [redacted] on January 14, 2016 in which she states that she had paid off her bill. We responded to the email on January 15, 2016 requesting Ms. [redacted] to contact Customer Service regarding her billing questions.
An account review on March 2, 2016, confirmed that Equifax, Experian and Trans Union are reporting accurately.
We cannot revise the 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 Ms. [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 Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us at the address listed above or by calling us toll-free at [redacted], Monday through Friday 9:00am to 6:00pm Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
CONFIDENTIAL COMMUNICATION March 13, 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]’ inquiry, she states she ordered an Omega Magic Lift Jack which was delivered without the handle. Ms. [redacted] contacted us with this information and was assured a handle would be shipped to her. After 3 weeks, Ms. [redacted] still did not receive the handle, so she contacted us again and was then provided with information that the handle did not come with the Jack and was told to purchase one. Ms. [redacted] shows the handle is included on the parts list included with the item. Ms. [redacted] then requested a return label to return the item. She was told the label was sent, and has yet to receive one. Ms. [redacted] is requesting a handle and an adjustment of the price. After reviewing Ms. [redacted]’ account, we show she ordered the Omega Magic Lift Jack on December 24, 2016. The item was shipped on December 29, 2016 and delivered on January 4, 2017. Ms. [redacted] contacted us on January 4, 2017 regarding the missing handle. A message was sent to an internal specialist to have the handle sent to Ms. [redacted]. On January 17, we were informed the handle did not come with the jack. Ms. [redacted] was sent a $20.00 discount coupon for a future order, and a return label was issued to be sent to Ms. [redacted] for a return. We apologize to Ms. [redacted] that the product information showed she would be receiving the handle, as that information was incorrect. The handle is sold under a different item number, and they were supposed to be sold together as a set. The items were never to be sold separately. Ms. [redacted] states the return label issued on January 17, 2017 has not been received. We are issuing another to be sent in the mail, as well as one to be sent to her email address on file. Once Ms. [redacted] receives a return label, she may return the item for a credit to her account, even though it has passed the allowed return time, due to the advertising error. 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/AH
response did not contain any solution to the issue. The "surprise gift" excuse is BS because all orders that got the 20% off also got the surprise gift because no code was required to get the 20% off. Since they refuse to actually respond to me about the issue, have them indicate which they prefer: Zero out the account, or get sued in court for fraud and harassment.
Per Verizon records on 1/*/17 a credit of $54.33 was issused for Tech visit fee and $76.06 for the Outlet fee on the Dec bill. Total credit issued $130.39 for the tech fees and advised why being billed for one STB at $12 plus DVR service at $12.
Recordings and notes are proprietary information. Revdex.com Mediator, unless the claimant can provide any documentation to show that the ETF would not be applied when the account was placed on vacation suspend, our position will remain the same going forward.
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 the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate an account was opened using Mr. [redacted]’s personal information via phone with a customer service representative on January 7, 2013. On that same date, an order was placed Adidas Men’s Isolation Mid Basketball Shoe (Black-Silver, 10).This item was to be shipped (tracking number [redacted]) to [redacted] Sewickley, PA 15143. When a package is picked up from a UPS facility, UPS is required to ask for a photo ID such as driver’s license or state-issued license. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Credit Risk Department for further review. They advised of already being aware of the fraudulent activity claim for this account. An affidavit of unordered merchandise completed by Mr. [redacted] was received. However, there was no police report with the affidavit and a letter of denial was mailed to Mr. [redacted]. This letter explained a police report would also be required. To date we have not received the requested police report. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required police report to ###-###-#### Attn: Jessica or mail the document to [redacted] Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION June 3, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. 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 her WebBank/Fingerhut Advantage credit account purchase from January 6, 2016 for an iSwag Xtreme 1080P Digital Camera/Camcorder. Ms. [redacted] states she was unable to get the camera to work properly and requested to return it to us, but was denied as the return timeframe had passed. Ms. [redacted] then contacted the manufacturer for assistance; they agreed it could be sent to them, but at Ms. [redacted]’ expense. She disagreed that she should have to pay for this shipping, and wants us to resolve this issue by accepting the return and removing the cost of the camera from her account balance. Our records indicate that on May 10, 2016 Ms. [redacted] first notified us via phone of her request to return the camera. The phone representative correctly advised it could no longer be returned as the 90-day timeframe allowed by our return policy had already passed, and to contact the manufacturer for assistance. On May 25, 2016, a representative from our Executive Care Department called Ms. [redacted]’ in response to the voicemail message she left. Ms. [redacted] stated she contacted the manufacturer, eventually received approval to send the camera back to them, but would have to pay the shipping cost. She respectfully disagreed with this requirement, and the representative advised they would contact the vendor/manufacturer on Ms. [redacted]’ behalf to facilitate this process. On June 1, 2016, the representative called Ms. [redacted] to follow up on this matter. Ms. [redacted] was advised that the manufacturer agreed to issue a refund to her once they received the camera, although our company would oversee the return process. On the same date, the representative sent a prepaid return label to Ms. [redacted]’ email on file of [redacted][email protected], and Ms. [redacted] indicated she would promptly send it back to us. Once received, we will issue an account credit for the camera’s full purchase price, including shipping/handling, of $124.98. Ms. [redacted] should allow up to 15 days from the date she sends it for this process to be completed and the credit applied to her account. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
[redacted] claims the bill has doubled with the last 2 bills. Verizon investigation determined the 04-**-16 bill reflects Triple Play FDV Bundle, 75/75 & EXTREME HD @ $124.99. Fully loaded Entertainment Package @ $49.99 with $25.00 discount thru 07-**-16, billing for 3 HD STB @ $36.00...
Quantum TV @$20.00, 1 Digital Adapter at no charge, $6.00 TV Equipment Package discount , Monthly Recurring Charge of approximately $223.59. The 05-**-2016 bill was $223.59 and the 06-**-16 bill was $165.55 with the customer not having been billed for equipment. The 07-**-16 bill was $374.74, $92.95 in charges for equipment back billed, that was missing from 06-**-16 bill. The 08-**-16 bill was$297.63. The customer is now getting billed for a Digital Adapter @ $7.99 that was free on the previous bills and is now being billed $17.97 for 3 standard STB’s. The Fully Loaded Entertainment package credit of $25.00 expired. A total of $50.96 more in charges was added to the bill of which $25.96 is incorrect. The digital adapter @ $7.99 should be free and the customer was billed for 3 more STANDARD STB’s at $17.97. The charge for the 3 boxes was added 06-**-16 via order [redacted]. The 08-**-16 bill reflects previous charges $343.77, payment 08-**-16 of $200.00, credits applied $152.32; balance forward a credit balance of $8.55. New charges of $297.63, with a total due $289.03. Credit of $43.85 was issued 08-**-16 reducing the balance due to $245.23 which is correct. Verizon Appeals Billing representative spoke with the customer on 9/*/16 advising a trouble ticket was issued to have the equipment count corrected (should only be $20.00 for Quantum, $36 for 3 STB’s and DCT 700 (Digital Adapter) for free. [redacted] requested the Fully Loaded Entertainment Package to be removed to keep Starz at $15.00. The representative agreed to add a $15.00 discount to offset the cost of Starz for 12 months. The representative also advised he adjusted the 08-**-16 bill an additional $49.99 for the Fully Loaded Entertainment Package, reducing balance to approx. $195.24. [redacted] had no other concerns. The trouble ticket completed and corrected the number of STB’s on the account on 9/*/16. The 9/**/16 bill will reflect the equipment correction. As well as the removal of the Entertainment Package and addition of Starz free for 12 months. The representative will follow up to verify the September bill is correct. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
Please be advised, Verizon has made contact with the consumer, apologies were given for the troubles experienced with the move orders placed previously. As of 9/**/17 Verizon placed a new order for service (for the new location) and issued an order to disconnect the account at the old...
location. Verizon has honored the promotional discounts the consumer was receiving at the old location. On 9/**/17 Verizon confirmed with the consumer that new services were up and running. Verizon has adjusted the $99.99 set up fee and issued a one month courtesy credit due to the troubles experienced. The consumer has been advised to return the equipment from the old location and to also update her banking information with her new account number. We again apologize for any inconvenience caused surrounding this matter.
Good Afternoon, We are still working on resolution to the customer’s billing concerns. Please allow until Tuesday, September **, 2017 for resolution response to be received. Thank you in advance for your consideration. Thank you Nyree Y. W[redacted]Senior Analyst- National...
Executive Relations
A Specialist has been working with customer since Tuesday, September [redacted]. The customer was upset that her number ported to T-Mobile without her knowledge. It was confirmed that there was an error in the port out of the number.The customer left the Specialist a voicemail today thanking...
her and confirming that her service is now working properly. The Specialist also agreed to give a courtesy credit.
Records show that [redacted] service was out from October 2016 due to a cable failure. The cable failure was resolved 1/*/2017. A Verizon representative contacted the customer an verified that the service was restored. A credit for 3 months of service was applied to the account on 1/*/17 and...
will appear on the customer's next bill.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. At this time, they have still not fixed my bill, stating that there is still some kind of system error. I sincerely hope that if this complaint is closed, they will continue to work on the issue until resolved.
Sincerely,
[redacted]
Upon receipt of the rebuttal, the issue was reviewed. On February **, 2018, the Service Order Confirmations were again emailed to the customer which details the monthly bundle price, the discounts, expiration dates, fees, other charges and bill estimates. A $4.00 discount for 12 months was added to the account due to expire on February **, 2018 as a courtesy. The customer will receive an email confirmation advising of the discount. Our position is unchanged and final.
I am rejecting this response because:
When I placed the order it said that I,would get it buy Christmas. However I did not get it by Christmas. I would like a refund of the full amount of the shipping charges for all three watches that I ordered.
[redacted] has been advised via email that the refund check was mailed to her on 6/**/17. Verizon is maintaining a follow up to contact [redacted] to make sure she receives the check.
I am rejecting this response because:
First...
thing's first. Your call center agents do not notate every single call that they have. This has been proven time and time again by numerous call center agents that you have who have told me that "we cannot find the notes from the previous call". So don't act like your business is a well oiled machine, it is far from it. Secondly. I worked in a fulfillment facility and know how shipping works. The moment that the package is scanned by UPS upon receiving the package, the tracking information get's updated. Also, I had numerous Fingerhut call center agents TELL ME over the telephone that the package was STILL IN THE VENDOR'S possession and had NOT shipped out. So, are you calling your staff liars? Are you admitting that your call center agents provide the consumers with incorrect information and that you know that this is taking place? This would be very interesting information that the media and press would love to get a hold of. Taking advantage of low income consumers that have trust in your company and the products that you sell.I eventually did receive this product, but unfortunately it is incomplete and did not come with all of the parts that it was supposed to. So I guess I am now going to have to file a new complaint with the Revdex.com, against your company as well as [redacted] for not wanting to ship me out the missing piece of the product that I purchased. Please, enlighten me and explain to me why your call center is unable to send me out the correct part that is missing from the Gear VR headset that I ordered. This has been an extremely horrible experience with both, your company and Samsung.
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,
Scott M[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
There was no indication from Verizon that I am to be refunded the $127.99 for early termination fees which I incurred for terminating my service with them due to their very poor customer service, mistakes and misleading service sales. I feel very strongly that I should be compensated for the stress Verizon has caused not only me, but my child as well.
As of this date, April **, 2016, there is still an owed balance on my credit reports, nothing was done on March **, 2016 (the date they claim this matter was taken care of).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION
March 4, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to...
an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states she made a payment for $22.10 in November 2015 that brought her account balance to zero. Ms. [redacted] also states Fingerhut continued to charge her interest, late fees and account protection fees on an account with a zero balance. Ms. [redacted] maintains Fingerhut did not contact her about the balance due until February 2016, and as a result her credit is damaged. Ms. [redacted] is requesting to have her credit report updated to current because her bill was paid in full in November 2015.
According to our records, when Ms. [redacted]'s statement printed on November 6, 2015, the balance on her account was $52.10 On November 20, 2015, a payment was received for her December 2, 2016 bill in the amount of $22.10.This left a balance of $30.00.
When Ms. [redacted]'s statement printed on December 6, 2016, Safeline fees and interest charges were calculated based on the balance of $30.00. Ms. [redacted] was charged the minimum interest of $1.00 and .37 for Safeline account protection. These charges brought her balance to $31.37.
No payment was received by the next due date of January 2, 2016, so a late fee of $6.99 was charged to Ms. [redacted]'s account.
When her statement printed on January 6, 2016, Safeline protection fee and interest were charged based on the balance $38.36. In February 2016, Ms. [redacted]'s account was charged a late fee of $13.98 plus Safeline fees and interest charges bringing her balance to $55.46.
Ms. [redacted]'s payment of $34.49 received on February 26, 2016 brought the account balance to $20.97. The two late fees totaling $20.97 were credited as a courtesy on March 2, 2016. Although already applied to the account, the credits will reflect on her next monthly statement which will be generated on March 6, 2016.
An account review on March 4, 2016 confirmed that Ms. [redacted]'s account is open with a zero balance.
According to our records, Fingerhut began attempts to reach Ms. [redacted] by phone on January 3, 2016. These calls continued until February 26, 2016 when the account was brought current.
Ms. [redacted] spoke with an agent on January 20, 2016, but according to our records, Ms. [redacted] said she was at work and ended the call.
Fingerhut received an email from Ms. [redacted] on January 14, 2016 in which she states that she had paid off her bill. We responded to the email on January 15, 2016 requesting Ms. [redacted] to contact Customer Service regarding her billing questions.
An account review on March 2, 2016, confirmed that Equifax, Experian and Trans Union are reporting accurately.
We cannot revise the 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 Ms. [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 Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us at the address listed above or by calling us toll-free at [redacted], Monday through Friday 9:00am to 6:00pm Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
CONFIDENTIAL COMMUNICATION March 13, 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]’ inquiry, she states she ordered an Omega Magic Lift Jack which was delivered without the handle. Ms. [redacted] contacted us with this information and was assured a handle would be shipped to her. After 3 weeks, Ms. [redacted] still did not receive the handle, so she contacted us again and was then provided with information that the handle did not come with the Jack and was told to purchase one. Ms. [redacted] shows the handle is included on the parts list included with the item. Ms. [redacted] then requested a return label to return the item. She was told the label was sent, and has yet to receive one. Ms. [redacted] is requesting a handle and an adjustment of the price. After reviewing Ms. [redacted]’ account, we show she ordered the Omega Magic Lift Jack on December 24, 2016. The item was shipped on December 29, 2016 and delivered on January 4, 2017. Ms. [redacted] contacted us on January 4, 2017 regarding the missing handle. A message was sent to an internal specialist to have the handle sent to Ms. [redacted]. On January 17, we were informed the handle did not come with the jack. Ms. [redacted] was sent a $20.00 discount coupon for a future order, and a return label was issued to be sent to Ms. [redacted] for a return. We apologize to Ms. [redacted] that the product information showed she would be receiving the handle, as that information was incorrect. The handle is sold under a different item number, and they were supposed to be sold together as a set. The items were never to be sold separately. Ms. [redacted] states the return label issued on January 17, 2017 has not been received. We are issuing another to be sent in the mail, as well as one to be sent to her email address on file. Once Ms. [redacted] receives a return label, she may return the item for a credit to her account, even though it has passed the allowed return time, due to the advertising error. 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/AH
I am rejecting this response because:
The...
response did not contain any solution to the issue. The "surprise gift" excuse is BS because all orders that got the 20% off also got the surprise gift because no code was required to get the 20% off. Since they refuse to actually respond to me about the issue, have them indicate which they prefer: Zero out the account, or get sued in court for fraud and harassment.
Per Verizon records on 1/*/17 a credit of $54.33 was issused for Tech visit fee and $76.06 for the Outlet fee on the Dec bill. Total credit issued $130.39 for the tech fees and advised why being billed for one STB at $12 plus DVR service at $12.
Recordings and notes are proprietary information. Revdex.com Mediator, unless the claimant can provide any documentation to show that the ETF would not be applied when the account was placed on vacation suspend, our position will remain the same going forward.
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:
[Your Answer Here]
I WOULD LIKE TO DO IT VIA EMAIL, LIVE CHAT & FAX. ABSOLUTELY NO PHONE CALLS!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION April 6,...
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 the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate an account was opened using Mr. [redacted]’s personal information via phone with a customer service representative on January 7, 2013. On that same date, an order was placed Adidas Men’s Isolation Mid Basketball Shoe (Black-Silver, 10).This item was to be shipped (tracking number [redacted]) to [redacted] Sewickley, PA 15143. When a package is picked up from a UPS facility, UPS is required to ask for a photo ID such as driver’s license or state-issued license. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Credit Risk Department for further review. They advised of already being aware of the fraudulent activity claim for this account. An affidavit of unordered merchandise completed by Mr. [redacted] was received. However, there was no police report with the affidavit and a letter of denial was mailed to Mr. [redacted]. This letter explained a police report would also be required. To date we have not received the requested police report. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required police report to ###-###-#### Attn: Jessica or mail the document to [redacted] Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION June 3, 2016 Revdex.com of Minnesota ...
# [redacted] Attn: [redacted] 220 S. River Ridge Cir. 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 her WebBank/Fingerhut Advantage credit account purchase from January 6, 2016 for an iSwag Xtreme 1080P Digital Camera/Camcorder. Ms. [redacted] states she was unable to get the camera to work properly and requested to return it to us, but was denied as the return timeframe had passed. Ms. [redacted] then contacted the manufacturer for assistance; they agreed it could be sent to them, but at Ms. [redacted]’ expense. She disagreed that she should have to pay for this shipping, and wants us to resolve this issue by accepting the return and removing the cost of the camera from her account balance. Our records indicate that on May 10, 2016 Ms. [redacted] first notified us via phone of her request to return the camera. The phone representative correctly advised it could no longer be returned as the 90-day timeframe allowed by our return policy had already passed, and to contact the manufacturer for assistance. On May 25, 2016, a representative from our Executive Care Department called Ms. [redacted]’ in response to the voicemail message she left. Ms. [redacted] stated she contacted the manufacturer, eventually received approval to send the camera back to them, but would have to pay the shipping cost. She respectfully disagreed with this requirement, and the representative advised they would contact the vendor/manufacturer on Ms. [redacted]’ behalf to facilitate this process. On June 1, 2016, the representative called Ms. [redacted] to follow up on this matter. Ms. [redacted] was advised that the manufacturer agreed to issue a refund to her once they received the camera, although our company would oversee the return process. On the same date, the representative sent a prepaid return label to Ms. [redacted]’ email on file of [redacted][email protected], and Ms. [redacted] indicated she would promptly send it back to us. Once received, we will issue an account credit for the camera’s full purchase price, including shipping/handling, of $124.98. Ms. [redacted] should allow up to 15 days from the date she sends it for this process to be completed and the credit applied to her account. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
[redacted] claims the bill has doubled with the last 2 bills. Verizon investigation determined the 04-**-16 bill reflects Triple Play FDV Bundle, 75/75 & EXTREME HD @ $124.99. Fully loaded Entertainment Package @ $49.99 with $25.00 discount thru 07-**-16, billing for 3 HD STB @ $36.00...
Quantum TV @$20.00, 1 Digital Adapter at no charge, $6.00 TV Equipment Package discount , Monthly Recurring Charge of approximately $223.59. The 05-**-2016 bill was $223.59 and the 06-**-16 bill was $165.55 with the customer not having been billed for equipment. The 07-**-16 bill was $374.74, $92.95 in charges for equipment back billed, that was missing from 06-**-16 bill. The 08-**-16 bill was$297.63. The customer is now getting billed for a Digital Adapter @ $7.99 that was free on the previous bills and is now being billed $17.97 for 3 standard STB’s. The Fully Loaded Entertainment package credit of $25.00 expired. A total of $50.96 more in charges was added to the bill of which $25.96 is incorrect. The digital adapter @ $7.99 should be free and the customer was billed for 3 more STANDARD STB’s at $17.97. The charge for the 3 boxes was added 06-**-16 via order [redacted]. The 08-**-16 bill reflects previous charges $343.77, payment 08-**-16 of $200.00, credits applied $152.32; balance forward a credit balance of $8.55. New charges of $297.63, with a total due $289.03. Credit of $43.85 was issued 08-**-16 reducing the balance due to $245.23 which is correct. Verizon Appeals Billing representative spoke with the customer on 9/*/16 advising a trouble ticket was issued to have the equipment count corrected (should only be $20.00 for Quantum, $36 for 3 STB’s and DCT 700 (Digital Adapter) for free. [redacted] requested the Fully Loaded Entertainment Package to be removed to keep Starz at $15.00. The representative agreed to add a $15.00 discount to offset the cost of Starz for 12 months. The representative also advised he adjusted the 08-**-16 bill an additional $49.99 for the Fully Loaded Entertainment Package, reducing balance to approx. $195.24. [redacted] had no other concerns. The trouble ticket completed and corrected the number of STB’s on the account on 9/*/16. The 9/**/16 bill will reflect the equipment correction. As well as the removal of the Entertainment Package and addition of Starz free for 12 months. The representative will follow up to verify the September bill is correct. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
Please be advised, Verizon has made contact with the consumer, apologies were given for the troubles experienced with the move orders placed previously. As of 9/**/17 Verizon placed a new order for service (for the new location) and issued an order to disconnect the account at the old...
location. Verizon has honored the promotional discounts the consumer was receiving at the old location. On 9/**/17 Verizon confirmed with the consumer that new services were up and running. Verizon has adjusted the $99.99 set up fee and issued a one month courtesy credit due to the troubles experienced. The consumer has been advised to return the equipment from the old location and to also update her banking information with her new account number. We again apologize for any inconvenience caused surrounding this matter.