CONFIDENTIAL COMMUNICATION March 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].Ms. [redacted]’s report of receiving unsatisfactory service is regrettable, as all agents are accountable to our quality and servicing standards. Within these standards we make every effort to connect customers with a supervisor upon request (or referring a callback request if none are available, so that a supervisor will contact the customer within 24 hours) and properly notating the account to maintain accurate records of the contact history. However, this is not sufficient grounds to change our position, and we cannot change/delete the account’s reporting history for the reasons in our previous response (return postage was sent to Ms. [redacted] shortly after purchase but it was never returned, and she remained responsible for payment). Now that the account has been closed, we confirmed this status change has updated with the bureaus and now reports as “closed at the consumer’s request.” Having provided Ms. [redacted] with all information available to us, we consider this matter closed.Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
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:
As I stated before if you speak to the tech who originally came to my residences they will tell you as they told me since I started this service for "Enhanced speed" I was not getting that for 2 years I am requesting one year reimbursement or deduction of my bill. What about the whole time, I was paying for something I was not getting?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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 Verizon High Speed Internet at her home location. Please be advised that our Billing Investigation Team was able to speak...
with [redacted] today, May *, 2017. There was a refund issued and will be credited back to [redacted]s credit card within 3 to 5 business days. 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not exactly what I wanted. Although I appreciate their consideration in giving me the half a month off, it still wasn’t how I wanted this to be handled. The complaint is done and over with, but I am still very unpleased with how it was handled. I will not go back to Verizon’s service ever again.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 3, 2016 ...⇄ # [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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’ states that the website failed to inform him of what the 2-day delivery process entails and if he was informed he would not have wasted his money. The information regarding the terms of 2-day delivery are stated on the website under the Customer Service/FAQ’s link on our website. In addition, during checkout an expected delivery date of May 16, 2016 was shown. Tracking shows that the merchandise was delivered to Mr. [redacted] shipping address on May 16, 2016. As a one time exception, we have issued credit for the full shipping and handling charges for this order in the amount of $29.98. Mr. [redacted] will see the credit reflected within 1-2 billing cycles on his statement. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he placed an order from Fingerhut months ago but never received the item. He states he has contacted us multiple times and he completed an affidavit for the missing item. Mr. [redacted] indicates he spoke with a manager and credit was issued for the missing item. The manager advised Mr. [redacted] that he may place a new order on our website. When Mr. [redacted] attempted to order online, he was unable to successfully complete the order. Mr. [redacted] contacted Customer Service and was advised due to being a Fingerhut FreshStart customer he needed to place his order by phone. Upon attempting the order by phone the agent advised Mr. [redacted] he was unable to place the order at that time and asked Mr. [redacted] to call again in 2-4 hours to place the order. Mr. [redacted] states he opened his Fingerhut FreshStart account to improve his credit and has made several payments toward the order he never received. Mr. [redacted] is requesting to place his order and have the payments he already made applied to his new order so he can complete the FreshStart program and he would like free shipping on his new order. Mr. [redacted] would also like to speak with a manager. Our records indicate Mr. [redacted] applied and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers’ financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit account and the customer may be able to retry the FreshStart credit program. Mr. [redacted] placed an order on November 4, 2016 for an Indoor Electric Grill which totaled $79.98 including shipping and handling. Mr. [redacted] also made his $30.00 down payment using his MasterCard Debit at the time of the order. The grill was shipped on November 8, 2016 to the address Mr. [redacted] specified when the order was placed. The package was delivered on November 14, 2016 via UPS tracking number [redacted]. On November 17, 2016 Mr. [redacted] contacted us by phone and inquired about the delivery of the order. The tracking information was provided and the agent advised Mr. [redacted] to check around his residence and with neighbors and if he couldn’t locate the package to contact us back. On November 21, 2016 Mr. [redacted] contacted us and requested to have his address updated. The agent completed the change of address per Mr. [redacted]’s request. On December 5, 2016, Mr. [redacted] advised us he did not receive the merchandise and the agent sent an “affidavit of merchandise not received”. On December 20, 2016 Mr. [redacted] contacted us by email and advised he had not received the affidavit. The agent sent another affidavit the same day. On January 23, 2017 Mr. [redacted] contacted us by phone and asked if we received the completed affidavit that he sent 2-3 weeks prior. The agent advised Mr. [redacted] the affidavit had not yet been received and Mr. [redacted] requested to speak with a supervisor. The agent transferred Mr. [redacted] to the supervisor line and a supervisor contacted Mr. [redacted] the same day per his request. Mr. [redacted] requested another change of address and the supervisor updated the address per his request. The supervisor also issued credit for the order Mr. [redacted] did not receive and advised Mr. [redacted] to allow 24-48 hours for the credit to appear on his account. On February 2, 2017 Mr. [redacted] contacted us to place an order. The agent attempted to place the order but was unsuccessful. The agent advised Mr. [redacted] to contact us back in 2-4 hours to replace the order. Mr. [redacted] requested to speak with a supervisor/manager and the agent transferred Mr. [redacted] to her supervisor’s voicemail and advised Mr. [redacted] to leave a message and he would receive a call back in 24-48 hours. On February 3, 2017 Mr. [redacted] contacted us again and requested to place an order for a different item since he already purchased the indoor grill locally. The agent advised Mr. [redacted] the order needed to be placed for the same exact item. Mr. [redacted] requested to speak to a supervisor and voicemail messages were left at the phone number Mr. [redacted] provided on February 4, 2017 and February 5, 2017. Please understand since FreshStart accounts are valid for a single order, there is special handling required if an item is not received and as such, the order cannot be placed on our website. We sincerely apologize if Mr. [redacted] was advised the order could be placed on our website. As a courtesy, if Mr. [redacted] would like to place an order for a different item within his $230.00 credit limit, he may contact a member of our Executive Care Team, Becky, at ###-###-#### for further assistance. The down payment of $30.00 and the two additional payments of $6.97, Mr. [redacted] has already made will be applied to his new order. If he no longer wants to place an order, he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT to request a refund of the payments. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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]
We all do not live forevoer so assuming I have time to complain or be without internet is wrong. if I am not credited I am done. as I have told rita who as recently as Tuesday asked me how many days I am down without service. I have made no fios and cancel it, In reality, they come and call without any appointment being made. I would not have to write here if with all the money these is make someone could get it straight and CREDIT what I am not getting. While fios may be a fix it is NOT a substitute for credting down service. if not done I am done and will take it further PERIOD get your facts straight. CREDIT the account FIOS in future its not a CREDIT for PAST I deny cancelling anything and don't count . I am done if not resolved so there will be nothing to complain about. I am a PROFESSIONAL not an is phone person
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Prior to receipt of the complaint an order was placed with an online representative to correct the billing. We spoke with [redacted] November **, 2017 and today. He confirmed the matter is resolved and is very happy with the service he received in resolving his billing issue by online....
We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
CONFIDENTIAL COMMUNICATION June 30, 2016 ...⇄ 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states the number he wanted to remove from his contact information is still appearing on our website under his account. As we have stated previously, the secondary phone number on his account has been removed from our call list on June 16, 2016. We will not be placing any further telephone calls to that number, however we cannot delete the number from your account. If Mr. [redacted] would like to change the number on his account he can contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
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 agree that the line is now working but I do not agree that the line "cleared itself". The tech told us that he had to run a new line to our home to get it to work. So either the tech lied to us or he lied to corp. If as they say the line "cleared itself" I can only expect that it will go our again the next time we have a severe storm.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon made contact with the consumer to advise there was a group outage causing the problem and the consumer advised she is aware of the group outage; however, she is still moving forward with the port out request.
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]
This is unacceptable. I don`t have the time to deal with this. This has taken up too much of my time already. I spent many hours on this.If these fees cannot be waived, I will be forced to move this to legal actions. That will end up costing Verizon actually money.I implore you to reconsider your resolutions and work with me to come to a satisfactory solution where you will be able to retain a customer at no cost. It costs verizon NOTHING at all to waive fees. It will cost verizon Thousands of dollars if you choose this route and force me to go to court and win these fees + damages.It costs you nothing to waive the $130 fee, and it costs you nothing to grant me the $49.99 contract as I originally had prior to disconnecting.[redacted]
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:
1. The business response does not represent any new developments. To this day, Verizon assured me that the account will be closed at least 5 times. Every time, it failed to close it. I keep getting billed for services. I asked Verizon representative to make sure that I am not billed for the services that I don't receive. Verizon representative did not reply to this request. According to them, I will be billed for up to 100 days since my initial request to cancel service, and then they promise to refund some of my money. This is not acceptable, because I don't use the service anymore, and I don't want to pay $400 and beg them to refund money for the service that I don't receive. Verizon did not respond to my request to stop billing me. My suggestion is to have 0 balance on my account until they close it.2. The equipment return order contained "unknown" device. I was informed that I will be charged $100 for not returning their equipment. When I asked them what that "unknown" device was, and how is it possible for me to return something that they don't know what it is, I did not receive any responses. As of now, I returned all the equipment I had in my possession to Verizon, but I don't know what this "unknown" device is. I look forward to stopping this service and resolving this situation, however, from my point of view, this will be resolved only when:1. The billing stops.2.I receive the final bill from Verizon indicating the services were stopped, all the equipment was returned to them, and the bill does not have any charges/fees added after May 2015.It is a very simple transaction, and I hope we will finalize everything promptly, without waiting for months for this to get resolved.Thank you![redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION May 10, 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. In Mr. [redacted]’s complaint, he states the WebBank/Fingerhut Advantage Credit Account was opened due to identity theft and would like the account deleted from all credit bureaus. After reviewing Mr. [redacted]’s account, we show a police report was received April 13, 2017. The police report received did not mention Fingerhut specifically, and mentions that Mr. [redacted] only wanted to file a report, not to pursue the matter. In order for us to investigate further, we will need Mr. [redacted] to amend the police report to include Fingerhut, and to mention that Mr. [redacted] would like to press charges against the perpetrator if found. Once received, Mr. [redacted] will be notified via letter of the actions taken for this matter. If Mr. [redacted] has any further questions or concerns, he 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
We sincerely apologize for the inconvenience and frustration this matter has caused. Verizon does not have a recording of this call to provide. Verizon stands by the initial response that the early termination fee is valid. The services ordered were provided on the email that was sent at the time of the order. This email also provides the link for the full terms of service agreement with Verizon. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
CONFIDENTIAL COMMUNICATION November 25, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [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 Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states he told Fingerhut his payment would be a day or two late, but he would be paying the remaining balance of $132.40. Mr. [redacted] further states when he called to make the payment, he was told the balance was now $147.39. Mr. [redacted] states he will not be doing any more business with Fingerhut and is requesting a full refund of all the extra charges. According to our records, the balance reflected on the October 17, 2016 statement was $132.40. As the minimum payment of $14.99 was not received by the due date on November 13, 2016, Mr. [redacted] was charged a $14.99 late fee. This charge brought the account balance to $147.39. On November 14, 2016, Mr. [redacted] made a payment in the amount of $147.39 which brought his account balance to zero. This balance is reflected on Mr. [redacted]’ November 17, 2016 statement. As a courtesy, on November 22, 2016, Fingerhut issued a credit for the $14.99 late fee charged to Mr. [redacted]’ account on November 13, 2016. Although already applied to the account, the credit will reflect on a future monthly billing statement for Mr. [redacted]’ records. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Mr. [redacted]’ expectations. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
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.we were given a box called voice link which I did not order but verizon stated its because our wires are old and this will make it better. I asked if this will increase my bill because we would not be able to afford it, and I was told it will not increase by the representative. hopefully this will be the case and my service will work better.
Sincerely,
[redacted]
Tech support ran speed test from the BHR4 router and verified Speed Test Download / Upload Bandwidth 100.91 / 111.15 Mbps.We need to have the customer hard wire and run speed test so we can then go over channels. Tech support made multiple attempts to reach the customer leaving messages for the...
Initial Business Response /* (1000, 5, 2015/08/27) */
CONFIDENTIAL COMMUNICATION
August 26, 2015
# [redacted]
Revdex.com of Minnesota
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/Gettington Credit Account.
Ms. [redacted]'s account activity history comprises a single order from December 3, 2014, which consisted of five items totaling $375.70. Our records indicate that a payment reminder call was made to Ms. [redacted] on February 19, 2015 when her first due date passed without payment. This call is our first record of Ms. [redacted] notifying she did not receive any of her order, so the billing/recovery agent transferred her to customer service to open an investigation.
Customer service advised Ms. [redacted] of our process covering missing merchandise and sent an affidavit of merchandise not received. This document arrived back to us, fully completed on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. The instruction letter accompanying the affidavit explained that, "We also need you to file a police report with your local department. If you cannot file a police report, please provide the case number, date of the report, officer's name and phone number." A careful review of our records confirms we did not receive the police report with the affidavit, nor did we find any record of ever having received it.
To expedite the remainder of the investigation, Ms. [redacted] should fax a copy of the police report to [redacted], Attn: Andy or send via regular mail to [redacted]., St. Cloud, MN 56303. Once received, we can proceed in working to resolve this mater.
If Ms. [redacted] already sent us the police report and for some reason we did not receive it, we apologize. We appreciate her ongoing patience and assistance in this effort.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already sent in a copy of the police report. I called and the customer service agent confirmed that the company received it. I demand my credit get fixed immediately by them reporting I owe no money and that my account be adjusted to owing zero. This company is so insane and disorganized, they are trying to scam me for money. I have already called several times and been told they had everything they needed to take care of this.
Final Business Response /* (4000, 9, 2015/09/09) */
CONFIDENTIAL COMMUNICATION
September 9, 2015
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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As stated in our previous response, we received the completed affidavit from Ms. [redacted] on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. We have no record of receiving the requested police report.
We will require Ms. [redacted] to send a copy of the police report to [redacted]., St. Cloud, MN 56303 or she may fax it to [redacted].
We consider this matter closed until the requested police report is received. Once received, we can proceed in working to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
CONFIDENTIAL COMMUNICATION March 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337Re: Case # [redacted] – [redacted]Dear Ms. [redacted],I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].Ms. [redacted]’s report of receiving unsatisfactory service is regrettable, as all agents are accountable to our quality and servicing standards. Within these standards we make every effort to connect customers with a supervisor upon request (or referring a callback request if none are available, so that a supervisor will contact the customer within 24 hours) and properly notating the account to maintain accurate records of the contact history. However, this is not sufficient grounds to change our position, and we cannot change/delete the account’s reporting history for the reasons in our previous response (return postage was sent to Ms. [redacted] shortly after purchase but it was never returned, and she remained responsible for payment). Now that the account has been closed, we confirmed this status change has updated with the bureaus and now reports as “closed at the consumer’s request.” Having provided Ms. [redacted] with all information available to us, we consider this matter closed.Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
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:
As I stated before if you speak to the tech who originally came to my residences they will tell you as they told me since I started this service for "Enhanced speed" I was not getting that for 2 years I am requesting one year reimbursement or deduction of my bill. What about the whole time, I was paying for something I was not getting?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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 Verizon High Speed Internet at her home location. Please be advised that our Billing Investigation Team was able to speak...
with [redacted] today, May *, 2017. There was a refund issued and will be credited back to [redacted]s credit card within 3 to 5 business days. 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not exactly what I wanted. Although I appreciate their consideration in giving me the half a month off, it still wasn’t how I wanted this to be handled. The complaint is done and over with, but I am still very unpleased with how it was handled. I will not go back to Verizon’s service ever again.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 3, 2016 ...⇄ # [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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’ states that the website failed to inform him of what the 2-day delivery process entails and if he was informed he would not have wasted his money. The information regarding the terms of 2-day delivery are stated on the website under the Customer Service/FAQ’s link on our website. In addition, during checkout an expected delivery date of May 16, 2016 was shown. Tracking shows that the merchandise was delivered to Mr. [redacted] shipping address on May 16, 2016. As a one time exception, we have issued credit for the full shipping and handling charges for this order in the amount of $29.98. Mr. [redacted] will see the credit reflected within 1-2 billing cycles on his statement. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION February 23, 2017...
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he placed an order from Fingerhut months ago but never received the item. He states he has contacted us multiple times and he completed an affidavit for the missing item. Mr. [redacted] indicates he spoke with a manager and credit was issued for the missing item. The manager advised Mr. [redacted] that he may place a new order on our website. When Mr. [redacted] attempted to order online, he was unable to successfully complete the order. Mr. [redacted] contacted Customer Service and was advised due to being a Fingerhut FreshStart customer he needed to place his order by phone. Upon attempting the order by phone the agent advised Mr. [redacted] he was unable to place the order at that time and asked Mr. [redacted] to call again in 2-4 hours to place the order. Mr. [redacted] states he opened his Fingerhut FreshStart account to improve his credit and has made several payments toward the order he never received. Mr. [redacted] is requesting to place his order and have the payments he already made applied to his new order so he can complete the FreshStart program and he would like free shipping on his new order. Mr. [redacted] would also like to speak with a manager. Our records indicate Mr. [redacted] applied and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers’ financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit account and the customer may be able to retry the FreshStart credit program. Mr. [redacted] placed an order on November 4, 2016 for an Indoor Electric Grill which totaled $79.98 including shipping and handling. Mr. [redacted] also made his $30.00 down payment using his MasterCard Debit at the time of the order. The grill was shipped on November 8, 2016 to the address Mr. [redacted] specified when the order was placed. The package was delivered on November 14, 2016 via UPS tracking number [redacted]. On November 17, 2016 Mr. [redacted] contacted us by phone and inquired about the delivery of the order. The tracking information was provided and the agent advised Mr. [redacted] to check around his residence and with neighbors and if he couldn’t locate the package to contact us back. On November 21, 2016 Mr. [redacted] contacted us and requested to have his address updated. The agent completed the change of address per Mr. [redacted]’s request. On December 5, 2016, Mr. [redacted] advised us he did not receive the merchandise and the agent sent an “affidavit of merchandise not received”. On December 20, 2016 Mr. [redacted] contacted us by email and advised he had not received the affidavit. The agent sent another affidavit the same day. On January 23, 2017 Mr. [redacted] contacted us by phone and asked if we received the completed affidavit that he sent 2-3 weeks prior. The agent advised Mr. [redacted] the affidavit had not yet been received and Mr. [redacted] requested to speak with a supervisor. The agent transferred Mr. [redacted] to the supervisor line and a supervisor contacted Mr. [redacted] the same day per his request. Mr. [redacted] requested another change of address and the supervisor updated the address per his request. The supervisor also issued credit for the order Mr. [redacted] did not receive and advised Mr. [redacted] to allow 24-48 hours for the credit to appear on his account. On February 2, 2017 Mr. [redacted] contacted us to place an order. The agent attempted to place the order but was unsuccessful. The agent advised Mr. [redacted] to contact us back in 2-4 hours to replace the order. Mr. [redacted] requested to speak with a supervisor/manager and the agent transferred Mr. [redacted] to her supervisor’s voicemail and advised Mr. [redacted] to leave a message and he would receive a call back in 24-48 hours. On February 3, 2017 Mr. [redacted] contacted us again and requested to place an order for a different item since he already purchased the indoor grill locally. The agent advised Mr. [redacted] the order needed to be placed for the same exact item. Mr. [redacted] requested to speak to a supervisor and voicemail messages were left at the phone number Mr. [redacted] provided on February 4, 2017 and February 5, 2017. Please understand since FreshStart accounts are valid for a single order, there is special handling required if an item is not received and as such, the order cannot be placed on our website. We sincerely apologize if Mr. [redacted] was advised the order could be placed on our website. As a courtesy, if Mr. [redacted] would like to place an order for a different item within his $230.00 credit limit, he may contact a member of our Executive Care Team, Becky, at ###-###-#### for further assistance. The down payment of $30.00 and the two additional payments of $6.97, Mr. [redacted] has already made will be applied to his new order. If he no longer wants to place an order, he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT to request a refund of the payments. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
s make someone could get it straight and CREDIT what I am not getting. While fios may be a fix it is NOT a substitute for credting down service. if not done I am done and will take it further PERIOD get your facts straight. CREDIT the account FIOS in future its not a CREDIT for PAST I deny cancelling anything and don't count . I am done if not resolved so there will be nothing to complain about. I am a PROFESSIONAL not an i
s phone person
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]
We all do not live forevoer so assuming I have time to complain or be without internet is wrong. if I am not credited I am done. as I have told rita who as recently as Tuesday asked me how many days I am down without service. I have made no fios and cancel it, In reality, they come and call without any appointment being made. I would not have to write here if with all the money these i
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Prior to receipt of the complaint an order was placed with an online representative to correct the billing. We spoke with [redacted] November **, 2017 and today. He confirmed the matter is resolved and is very happy with the service he received in resolving his billing issue by online....
We trust this provides your office with the information required in this matter. Thank you, Verizon Executive Relations
Verizon does not issue credits on account for missed appointments. Verizon is a tariffed company and can only issue credits for loss of service.
CONFIDENTIAL COMMUNICATION June 30, 2016 ...⇄ 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states the number he wanted to remove from his contact information is still appearing on our website under his account. As we have stated previously, the secondary phone number on his account has been removed from our call list on June 16, 2016. We will not be placing any further telephone calls to that number, however we cannot delete the number from your account. If Mr. [redacted] would like to change the number on his account he can contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
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 agree that the line is now working but I do not agree that the line "cleared itself". The tech told us that he had to run a new line to our home to get it to work. So either the tech lied to us or he lied to corp. If as they say the line "cleared itself" I can only expect that it will go our again the next time we have a severe storm.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Verizon made contact with the consumer to advise there was a group outage causing the problem and the consumer advised she is aware of the group outage; however, she is still moving forward with the port out request.
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]
This is unacceptable. I don`t have the time to deal with this. This has taken up too much of my time already. I spent many hours on this.If these fees cannot be waived, I will be forced to move this to legal actions. That will end up costing Verizon actually money.I implore you to reconsider your resolutions and work with me to come to a satisfactory solution where you will be able to retain a customer at no cost. It costs verizon NOTHING at all to waive fees. It will cost verizon Thousands of dollars if you choose this route and force me to go to court and win these fees + damages.It costs you nothing to waive the $130 fee, and it costs you nothing to grant me the $49.99 contract as I originally had prior to disconnecting.[redacted]
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:
1. The business response does not represent any new developments. To this day, Verizon assured me that the account will be closed at least 5 times. Every time, it failed to close it. I keep getting billed for services. I asked Verizon representative to make sure that I am not billed for the services that I don't receive. Verizon representative did not reply to this request. According to them, I will be billed for up to 100 days since my initial request to cancel service, and then they promise to refund some of my money. This is not acceptable, because I don't use the service anymore, and I don't want to pay $400 and beg them to refund money for the service that I don't receive. Verizon did not respond to my request to stop billing me. My suggestion is to have 0 balance on my account until they close it.2. The equipment return order contained "unknown" device. I was informed that I will be charged $100 for not returning their equipment. When I asked them what that "unknown" device was, and how is it possible for me to return something that they don't know what it is, I did not receive any responses. As of now, I returned all the equipment I had in my possession to Verizon, but I don't know what this "unknown" device is. I look forward to stopping this service and resolving this situation, however, from my point of view, this will be resolved only when:1. The billing stops.2.I receive the final bill from Verizon indicating the services were stopped, all the equipment was returned to them, and the bill does not have any charges/fees added after May 2015.It is a very simple transaction, and I hope we will finalize everything promptly, without waiting for months for this to get resolved.Thank you![redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION May 10, 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. In Mr. [redacted]’s complaint, he states the WebBank/Fingerhut Advantage Credit Account was opened due to identity theft and would like the account deleted from all credit bureaus. After reviewing Mr. [redacted]’s account, we show a police report was received April 13, 2017. The police report received did not mention Fingerhut specifically, and mentions that Mr. [redacted] only wanted to file a report, not to pursue the matter. In order for us to investigate further, we will need Mr. [redacted] to amend the police report to include Fingerhut, and to mention that Mr. [redacted] would like to press charges against the perpetrator if found. Once received, Mr. [redacted] will be notified via letter of the actions taken for this matter. If Mr. [redacted] has any further questions or concerns, he 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
We sincerely apologize for the inconvenience and frustration this matter has caused. Verizon does not have a recording of this call to provide. Verizon stands by the initial response that the early termination fee is valid. The services ordered were provided on the email that was sent at the time of the order. This email also provides the link for the full terms of service agreement with Verizon. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted] Sr. Analyst Verizon Executive Relations
CONFIDENTIAL COMMUNICATION November 25, 2016 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [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 Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states he told Fingerhut his payment would be a day or two late, but he would be paying the remaining balance of $132.40. Mr. [redacted] further states when he called to make the payment, he was told the balance was now $147.39. Mr. [redacted] states he will not be doing any more business with Fingerhut and is requesting a full refund of all the extra charges. According to our records, the balance reflected on the October 17, 2016 statement was $132.40. As the minimum payment of $14.99 was not received by the due date on November 13, 2016, Mr. [redacted] was charged a $14.99 late fee. This charge brought the account balance to $147.39. On November 14, 2016, Mr. [redacted] made a payment in the amount of $147.39 which brought his account balance to zero. This balance is reflected on Mr. [redacted]’ November 17, 2016 statement. As a courtesy, on November 22, 2016, Fingerhut issued a credit for the $14.99 late fee charged to Mr. [redacted]’ account on November 13, 2016. Although already applied to the account, the credit will reflect on a future monthly billing statement for Mr. [redacted]’ records. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Mr. [redacted]’ expectations. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
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.we were given a box called voice link which I did not order but verizon stated its because our wires are old and this will make it better. I asked if this will increase my bill because we would not be able to afford it, and I was told it will not increase by the representative. hopefully this will be the case and my service will work better.
Sincerely,
[redacted]
Tech support ran speed test from the BHR4 router and verified Speed Test Download / Upload Bandwidth 100.91 / 111.15 Mbps.We need to have the customer hard wire and run speed test so we can then go over channels. Tech support made multiple attempts to reach the customer leaving messages for the...
customer to contact us.
Initial Business Response /* (1000, 5, 2015/08/27) */
CONFIDENTIAL COMMUNICATION
August 26, 2015
# [redacted]
Revdex.com of Minnesota
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/Gettington Credit Account.
Ms. [redacted]'s account activity history comprises a single order from December 3, 2014, which consisted of five items totaling $375.70. Our records indicate that a payment reminder call was made to Ms. [redacted] on February 19, 2015 when her first due date passed without payment. This call is our first record of Ms. [redacted] notifying she did not receive any of her order, so the billing/recovery agent transferred her to customer service to open an investigation.
Customer service advised Ms. [redacted] of our process covering missing merchandise and sent an affidavit of merchandise not received. This document arrived back to us, fully completed on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. The instruction letter accompanying the affidavit explained that, "We also need you to file a police report with your local department. If you cannot file a police report, please provide the case number, date of the report, officer's name and phone number." A careful review of our records confirms we did not receive the police report with the affidavit, nor did we find any record of ever having received it.
To expedite the remainder of the investigation, Ms. [redacted] should fax a copy of the police report to [redacted], Attn: Andy or send via regular mail to [redacted]., St. Cloud, MN 56303. Once received, we can proceed in working to resolve this mater.
If Ms. [redacted] already sent us the police report and for some reason we did not receive it, we apologize. We appreciate her ongoing patience and assistance in this effort.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already sent in a copy of the police report. I called and the customer service agent confirmed that the company received it. I demand my credit get fixed immediately by them reporting I owe no money and that my account be adjusted to owing zero. This company is so insane and disorganized, they are trying to scam me for money. I have already called several times and been told they had everything they needed to take care of this.
Final Business Response /* (4000, 9, 2015/09/09) */
CONFIDENTIAL COMMUNICATION
September 9, 2015
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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As stated in our previous response, we received the completed affidavit from Ms. [redacted] on March 23, 2015.
However, due to the substantial monetary value of the order, we require a police report to complete the investigation. We have no record of receiving the requested police report.
We will require Ms. [redacted] to send a copy of the police report to [redacted]., St. Cloud, MN 56303 or she may fax it to [redacted].
We consider this matter closed until the requested police report is received. Once received, we can proceed in working to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca