On 3/**/17, a Verizon representative spoke with the customer about the concern. The representative issued an adjustment to the account of $137.79 which include tax for the onsite installation charge. The representative also issued a 2nd credit of $29.99 for the...
activation fee as a courtesy due to customer service experience. We apologize for the inconvenience this matter caused.
The case was sent to the Fiber Solutions Center (FSC) for review.On 1/**/18, a specialist called and left a message for the customer, providing the reason for his call. Testing indicates that all is working well now. 1/**/18, a second attempt was made to reach the customer, and another message...
was left. Company records indicate that a ticket for a field dispatch was opened and a technician went out at 8:00 am yesterday and completed the job to restore service. The customer's modem would not power-up, so it was replaced. No further assistance is needed.
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. Neither my husband,...
or I's voicemail is full. We have not received any form of communication from Verizon regarding this matter. Nothing has been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
A Verizon technician was dispatched to [redacted]'s home on 11/**/17 and replaced the inside wiring. On 11/**/17 a representative spoke with [redacted] and confirmed that the issue with the purchased movie had been resolve. [redacted] confirmed that all technical issues had been resolved. A...
Verizon billing representative adjusted the charges for a network extender, the 11/**/17 technician visit and a shipping charge. The adjustment came to $155.99. The representative spoke with [redacted] on 12/*/17 and applied a one month service adjustment of $142.91. The adjustments will appear on [redacted]'s bill dated 1/*/18.
CONFIDENTIAL COMMUNICATION August 12, 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 her mother opened a WebBank/Fingerhut account in her name, made no payments and the account was sold to [redacted]. Ms. [redacted] states she paid [redacted] and has received written confirmation the bill is paid. Ms. [redacted] further states she contacted Fingerhut requesting that they update their website to show the bill was paid, but was told there was no documentation that would make Fingerhut update the website or her credit report. Ms. [redacted] also states she is not eligible for another Fingerhut account. Ms. [redacted] is requesting to have her Fingerhut account report as paid or to have it deleted from her credit report. According to our research, an application for credit was processed online May 5, 2014 in the name [redacted]. Ms. [redacted] was approved with a credit limit of $600.00. Three orders were placed on May 5, 2014, May 14, 2014 and May 19, 2014. The merchandise was shipped to the same address as provided on the application. No payments were received on this account. The account charged off on December 12, 2014 with an unpaid balance of $456.23. The account was sold to [redacted] on January 15, 2015 at which time Fingerhut reported the account to the credit bureaus as “Purchased by Another Lender” with a balance and past due of zero. If Ms. [redacted] logs onto Fingerhut.com to view her account, the account information is still visible as Ms. [redacted] has the right to review it. The balance of $456.23 is accurate as that was the balance at the time the account was sold. Because Ms. [redacted]’s account charged off and was sold, at this time, she is not eligible for another Fingerhut credit account. According to an account review on August 9, 2016, Equifax and Experian are reporting Ms. [redacted]’s account accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zero. A representative at Trans Union confirmed that they have deleted the Fingerhut trade line. 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] has further questions regarding her account, [redacted] can be reached directly at ###-###-####. Thank you for allowing us to assist and 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.
Sincerely,
[redacted]
I am rejecting this response because: In reference to complaint #[redacted] I have checked on the Fingerhut site on "MY ACCOUNT" page the balance now presently listed is $2994.59 from the previously listed amount of $3031.00. I am sorry but it also stated a small amount of change listed in the $3031.00 balance but I cannot list it, I do not exactly remember what it was and I am not going to falsify an amount. But as far as the large dollar amount it was definitely $3031.00. I did call Fingerhut after receiving a letter from the Billing Department at 1-866-836-8987 and spoke to a rep. as was requested in the letter dated July 19,2016 in reference to this situation. I was told by the rep. that 2 fees would be removed from my acct. within 1 to 2 business cycles. At this present time, checking my acct. on the Fingerhut site they have already deducted a dollar amount. The exact balance amount to date is now $2994.59. As it stands presently, it does seem to me that anywhere between $ 36.00 and $37.00 dollars has been deducted. According to the conversation with the rep. and the amt. listed in the Revdex.com email message $37.00 and also $27.00 dollars was to be deducted. As per my original email to the Revdex.com I did list (in reference to my conversation with the rep also at Fingerhut my payments for 3 months would be $151.02 July, August, and Sept. 2016) what my payments would be, $151.02 and if rounded off to the nearest dollar $152.00 on no later than the 3rd of each month in which I have submitted July 1, 2016 the first payment of $152.00. I will follow with another paymt. of the same amt. by Aug. 3, 2016. I expect to go back to normal paymt. dates and normal monthly paymts. as of Oct. 2016, with a due date of Oct. 18th each month. I am truly hoping that since Fingerhut began deducting, they will begin to stick to their part and continue to deduct the exact amt. as stated. As of right now I don't agree with the amt. because it doesn't add up to the exact amts. listed in the email or phone conversation. The email did not list the promise of the 3 month payment plan originally approved to me in June by the rep. It was only mentioned in the latest phone conversation after receiving the letter to call the billing dept. I feel a certain amt. of distrust because of the extreme changes I experienced with several (5) reps. at Fingerhut that I originally tried to settle this situation with, and I ended up having to take this to an extreme level which to me should not have had to happen. So I feel that my lack of trust for this company is justified. As I mentioned I will follow up and continue to pay my bill down and all I want is for Fingerhut to do their part. I have been an excellent customer with one problem that surfaced after several years as a customer. After this is over completely, all I want to do in a friendly civil way is part ways upon completion of this matter.
The case was sent to the business office for review. Records do show receipt of the equipment in question.On 2/**/18, a specialist spoke with the customer and advised that credit has been issued for all charges billed as of 2/**/18 and confirmed a zero balance. It was confirmed that no outside...
collection activity had taken place on the account.The customer is satisfied with this resolution.
Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing...
statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. A Verizon representative spoke with [redacted] who indicated dissatisfaction with the resolution.
Upon receipt of the complaint, a message was left on the customer's voice mail on May **, 2017. The issues were referred to the appropriate departments and will be addressed internally. Our records show the order was started on-line and in May, the customer placed an order for a...
Network Extender. Actual speeds vary due to device limits, network and other factor A recurring credit for 12 months was added to the account and a one time credit was issued due to the missed technician dispatch. An email was sent to the address provided on the complaint, advising the customer of the actions taken to resolve the issue.
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 called in to cancel service and was told by Verizon agent that instead of cancelling the service now and paying ETFs, they can suspend it till contract ends so I will not have to pay any cancellation fees. Verizon agent misinformed me and I was never told about service will reactivate on its own. How can Verizon charge me for service when it doesn't exist. Also when I received a bill in March 2015, I called Verizon customer service again and was told by the agent that they billed me by error and I will get all service fees waived. Not once was I told that I will be charged cancellation fees. I would like Verizon to send me audio recording where an agent states that my march bill will not be refunded and I will be charged ETF. Business should take responsibility for information their customer service reps are informing their customers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION March 24, 2017 Better Business...
Bureau 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 paid this account in full online by a check card. On March 6, 2017 she contacted Fingerhut to close the account, cancel recurring payments, and to get a refund for an overpayment of $21.46. Ms. [redacted] states she contacted Fingerhut multiple times to resolve this issue, during one of the telephone calls, Ms. [redacted] states she was denied a supervisor multiple times. Ms. [redacted] states that one of her payments of $600.00 was canceled, but her account showed that the payment had cleared. Ms. [redacted] states a non-authorized payment of $21.46 was showing on her online Fingerhut account. Ms. [redacted]’s desired resolution is to be refunded the money owed, confirmation of her account being closed, and that further scheduled payments cannot be taken from her personal account. We apologize if the interactions Ms. [redacted] had with our representatives fell short of her expectations, as we strive to provide quality customer service to our customers. On March 6, 2017, Ms. [redacted] telephoned our company and spoke with a representative regarding the closing of her account and a refund from the overpayment of $21.46 that was made on her account. The representative notified Ms. [redacted] that her WebBank/Fingerhut Advantage Credit Account was closed. Ms. [redacted] was also notified that due to the account being paid by a debit card, a request would need to be submitted to a specialist to process the refund, and the refund would take 3-5 business days to process. Ms. [redacted] then said “Okay, thank you,” at which time, the call ended. On March 13, 2017, Ms. [redacted] contacted our company on 3 separate occasions, inquiring why the refund was not processed to her personal account. Ms. [redacted] was then transferred to a supervisor on her third call. During the call, Ms. [redacted] was upset the $21.46 showed as a canceled payment on her online summary, and not refunded back to her account. Ms. [redacted] then also stated her $600.00 payment showed canceled online, but in fact had cleared her personal account. The supervisor attempted to resolve this matter. Ms. [redacted] at which time, requested to speak to a manager, as she stated during the call that she was not given any new information. According to our records, Ms. [redacted] had previously scheduled a recurring payment on the third day of each month in the amount of $101.00 from her Checking/Savings Account ending in # [redacted]. This recurring payment was disabled on March 13, 2017. On March 3, 2017, Ms. [redacted]’s account balance was $1,679.54, and the scheduled payment of $101.00 was applied to her account making her balance $1,578.54. Ms. [redacted] then made a payment of $1,000.00, on March 4, 2017, bringing her account balance to $578.54. On March 4, 2017, Ms. [redacted] made an additional payment of $600.00 on the website. Ms. [redacted] stated she showed the payment of $600.00 canceled but also clearing her bank. When a customer makes a payment online they are required to enter specific information regarding the account being used. If a customer enters the incorrect information, an error will be shown. Anytime a payment is submitted using a debit card or credit card, this creates an instant authorization, which is a systematic check to ensure the account is available. Our records indicate the first submission made by Ms. [redacted] was denied as an elapsed expiration date. This would have caused Ms. [redacted]’s online account information to show the canceled $600.00 payment. When Ms. [redacted] corrected the error and submitted the information, the payment was authorized and cleared. Ms. [redacted] owed $578.54, when the payment of $600.00 was applied. This created an overpayment of $21.46. Due to Ms. [redacted] requesting a refund to her debit card, a payment reversal of $21.46 was processed on March 5, 2017, to her account, so the refund could be applied to her personal debit account. Records show there was no attempt made to withdraw $21.46 from Ms. [redacted]’s bank account. All records show Ms. [redacted] has brought her account to a $0.00 balance and will be reported accordingly. 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
Initial Business Response /* (1000, 7, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 15, 2016
# [redacted]
Revdex.com of...
Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [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.
Our records indicate an order was placed on September 16, 2015 for the Skechers Women's Bikers Canvas Slip-On Natural Size 11 and the Adidas Kids' NXT LVL SPD 3 K Basketball Shoe Black Size 4 1/2. The order total was $164.96 including shipping and handling. When an order is placed and one or more of the items are on backorder, separate invoices are created under the original order number in order for us to ship the items that are in stock immediately. The Women's Canvas Shoes were shipped first and are reflected on Ms. [redacted]' September 26, 2015 billing statement in the amount of $89.98. The invoice number for this item is I45513929. The invoice number for the Basketball Shoes is I45513930. The total for this invoice number was $74.98. Due to the order of the Basketball Shoes being cancelled, Ms. [redacted] was never billed for this invoice. We cannot issue credit for an item that was never billed.
On November 14, 2015 an order was placed on our website for the Adidas Kids' NXT LVL SPD 3 K Basketball Shoes in Black and Yellow Size 5. This order was delivered on November 20, 2015 via the Post Office to the address we have on file for Ms. [redacted]. Since Ms. [redacted] was never billed shipping and handling on the original order for the Basketball Shoes that did not ship, as a courtesy we have credited the shipping charges for this order of $14.99.
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
We have no record of being notified of the dispute as required in writing. While we understand Ms. [redacted]'s frustration, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt as this was not the only order on her account.
The last payment we received on Ms. [redacted] account was $11.00 on November 30, 2015. As a courtesy we have credited one late fee of $38.00. Ms. [redacted] will see the credit reflected on a future billing statement. The minimum payment on Ms. [redacted] account is $140.96 due by February 22, 2016. If Ms. [redacted] is unable to make the full minimum payment due by the due date we suggest she contact our Billing/Recovery Department for a possible payment arrangement at [redacted]. Their hours are Monday through Thursday, 7:00am to 9:00pm; Friday, 7:00am to 6:00pm; and Saturday, 7:00am to Noon Central Time (CT).
Our records indicate we are reporting the account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing this response, I contacted customer service to receive my past bill statements. I was advised I could not receive them due to my past due account. However, even when my balance was current, the online statements were not available. I need my statements to review, before paying any balance going forward. If I were never charged, how did the CSR state that I would see the reflected credit on my next statement (11/22 at that time)?
Final Business Response /* (4000, 11, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are very sorry to hear about the problems Ms. [redacted] has experienced with our website regarding her monthly billing statements. When a customer enrolls in e-statement delivery, an email notification is sent each month to the email address on file advising the customer that their statement is available. If the account is past due, a paper statement is mailed directly to the customer's address. Once the account is current again, e-statements will resume. At any time, Ms. [redacted] should be able to sign in to our website and view her monthly statements. If Ms. [redacted] cannot access her billing statements on our website, we strongly suggest she contact our Customer Service Department via email to [email protected] or via our chat feature on our website, or via phone at [redacted], Monday - Friday. 8:00 AM to 8:00 PM.
Please understand, when an order is placed, the purchase amount of the order is held in an 'authorization' state on the account until the order ships, when the billing actually takes place. The initial authorization state ensures that there is enough available credit to bill the amount once the order ships. If an item is on backorder, or ships directly from our vendor, it becomes necessary to split the order into multiple invoices which allows the in stock items and/or items shipping directly from our warehouse to be shipped without delay. As the orders ship at different times, the available credit adjusts based on when the orders ship and are therefore, formally billed. Since the item was not available to ship right away and the order was cancelled, the initial authorization was released and never formally billed. We are including Ms. [redacted] monthly billing statements per her request with this response.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
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 Mr. [redacted] purchased an alcove Jacqueline Comforter Set + Free Sheet Set – Queen on March 18, 2016. On March 20, 2016 Mr. [redacted] requested to cancel this order. At that time the item had already shipped, however Mr. [redacted] was told he could return the unopened shipment and the order would be handled as a return. On March 28, 2016 Mr. [redacted] contacted Fingerhut stating he had refused the delivery and the item was being returned. When Mr. [redacted] contacted Fingerhut on April 13, 2016, we still had not received the item as a return and a legal affidavit was sent to Mr. [redacted]. Mr. [redacted] was able to provide the USPS tracking number for this item and his account was credited the full amount of $95.23 on April 15, 2016. The current balance on his account is $0. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
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. In Mr. [redacted]’s letter, he expresses concern regarding notifications received, stating that he had credit available for making purchases. He states that when he used this credit, Mr. [redacted] ended up going over his credit limit. Mr. [redacted] is claiming we sent false information regarding his open to buy and requested to have his account closed. After reviewing Mr. [redacted]’s account, we show an available credit of $237.81 was available on December 3, 2016. An order was placed by Mr. [redacted] for $189.94. Only the first item shipped on this order before another order was placed. When Mr. [redacted] placed the second order in the amount of $170.96 on December 8, 2016, he then had an available credit of $188.83. The price of the merchandise is deducted from the available credit as the items ship. If an item is not at a shipped status, it will not be deducted from the available credit. After all items shipped, the price of the merchandise was deducted, leaving a total balance due of $991.07. This is $91.07 over his credit limit of $900.00. As with any revolving credit account, it is the customer's responsibility to check how much available credit is available to them before making any purchases, including confirming if previously made purchases have yet posted to the account. Please note that per the terms and conditions of our credit accounts, while we do not charge overlimit fees, we may report an account as overlimit to the credit bureaus. Whether or not this type of report would negatively impact a person’s credit score is dependent upon that individual’s credit history. Mr. [redacted] may bring his balance down below his credit limit by making a payment that is larger than the minimum amount due on his billing statement. Upon researching Mr. [redacted]’s complaint, we have determined that the scheduled payment he has in place to make his monthly payment will no longer satisfy the minimum amount due. Mr. [redacted]’s payment schedule is set to make a payment of $46.99 on January 9, 2017. Due to these recent purchases, his new minimum payment due will be $59.99. Mr. [redacted] may update his payment schedule either by visiting our website, or by calling our customer service office at the number listed below. When Mr. [redacted] spoke to our representative on December 14, 2016, he requested his account be closed. Unfortunately, per our policy, we are unable to close a customer's account without proper verification and authorization, which the agent could not obtain in this instance, as Mr. [redacted] hung up before the agent could complete that action. Due to this, Mr. [redacted]’s account is still open. If he would like to still cancel the account, we recommend he call our Customer Service office at ###-###-#### between the hours of 8:00 A.M. and 8:00 P.M, Monday through Friday Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Please be advised customer has been educated on his billing status and was advised that his bill is correct. The bill for 77.93 he got dated 8/*/2016 covered the period for phone service from 7/*/2016 thru 8/*/2016. He will also get a final bill dated 9/*/2016. That will be a prorated amount for...
services from 8/*/2016 thru 8/**/2016. The services were disconnected on 8/**/2016 via [redacted]. Billing is correct and services were disconnected on 8/**/2016
CONFIDENTIAL COMMUNICATION July 29, 2016 Revdex.com of Minnesota ...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to a follow-up inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are an updated statement of account activity, the Terms and Conditions, and our response dated July 13, 2016. Mr. [redacted] states that he incurred a thirty day delinquency on his credit report because Fingerhut did not apply the automatic payments to his account as agreed. Mr. [redacted] is requesting that Fingerhut remove the late payment reporting from all three credit bureaus. Based on our research, the WebBank/Fingerhut credit account ending in [redacted] was opened online September 14, 2015 with Mr. [redacted]‘s personal identifiable information. An order was placed over the phone on December 18, 2015 for a Marcy 100-lb. ECO Weight Set and a Marcy Flat/Decline Bench with Dumbell Set. The merchandise was delivered via UPS to the address provided on the credit application. Our records indicate that the electronic payments of $29.99 made on December 25, 2015 and January 25, 2016 were received after the due date of the 24th and caused two $27.00 late fees to be assessed on Mr. [redacted]’ balance for the December 2015 and January 2016 billing cycles. Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date. On January 25, 2016, Mr. [redacted] paid the minimum payment of $29.99 with a Fingerhut representative and set up automatic payments for $29.99 per month beginning February 24, 2016 to April 24, 2017. When Mr. [redacted]’ account cycled on January 28, 2016, the balance increased the minimum payment to $34.99. On March 11, 2016, a Fingerhut representative recognized the $29.99 monthly payment did not satisfy the minimum payment due and advised Mr. [redacted] to set up automatic payments based on the minimum payment due option to rectify the situation. Mr. [redacted] refused. No further payment schedules were set up. An individual payment of $68.98 was received on April 24, 2016 to bring the account current. As stated in our response dated July 13, 2016, no further payments were received until we received a $116.97 payment on July 8, 2016 to bring the account current. This resulted in a thirty day late being reported to the credit bureaus. Based on our research, Fingerhut sent notifications to Mr. [redacted] regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, 2016 and June 29, 2016. As stated in our initial response, we credited a $37.00 late fee on July 13, 2016. As of July 29, 2016, Mr. [redacted]’s account is current with a balance of $430.68 and past due of $0.00, with a minimum payment of $29.99 due August 24, 2016. An account review on July 27, 2016 confirms Equifax and Experian, are accurately reporting the account with a 30 day delinquency for June 2016. TransUnion is reporting “Current” for the month of May 2016 and has not updated reporting for June 2016. 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 Mr. [redacted]‘s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj Enclosures
Verizon spoke with the customer and agreed to issue credit in the amount of $68.09 to bring the balance to zero. The account was recalled from collection. It was not credit reported. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Verizon's Customer Service Escalation team representative reviewed [redacted]'s account and concerns. Verizon's Customer Service Escalation team representative contacted [redacted] on 12/**/16 and discussed his concerns. Verizon's Customer Service Escalation team representative...
issued an order to change his service back to what he had originally and issued credits for the disputed charges.We trust this information will help to resolve [redacted]'s concerns.
On 3/**/17, a Verizon representative spoke with the customer about the concern. The representative issued an adjustment to the account of $137.79 which include tax for the onsite installation charge. The representative also issued a 2nd credit of $29.99 for the...
activation fee as a courtesy due to customer service experience. We apologize for the inconvenience this matter caused.
The case was sent to the Fiber Solutions Center (FSC) for review.On 1/**/18, a specialist called and left a message for the customer, providing the reason for his call. Testing indicates that all is working well now. 1/**/18, a second attempt was made to reach the customer, and another message...
was left. Company records indicate that a ticket for a field dispatch was opened and a technician went out at 8:00 am yesterday and completed the job to restore service. The customer's modem would not power-up, so it was replaced. No further assistance is needed.
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. Neither my husband,...
or I's voicemail is full. We have not received any form of communication from Verizon regarding this matter. Nothing has been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I am rejecting this response because All I am asking is fot the whole account to be removed.it is paid
A Verizon technician was dispatched to [redacted]'s home on 11/**/17 and replaced the inside wiring. On 11/**/17 a representative spoke with [redacted] and confirmed that the issue with the purchased movie had been resolve. [redacted] confirmed that all technical issues had been resolved. A...
Verizon billing representative adjusted the charges for a network extender, the 11/**/17 technician visit and a shipping charge. The adjustment came to $155.99. The representative spoke with [redacted] on 12/*/17 and applied a one month service adjustment of $142.91. The adjustments will appear on [redacted]'s bill dated 1/*/18.
CONFIDENTIAL COMMUNICATION August 12, 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 her mother opened a WebBank/Fingerhut account in her name, made no payments and the account was sold to [redacted]. Ms. [redacted] states she paid [redacted] and has received written confirmation the bill is paid. Ms. [redacted] further states she contacted Fingerhut requesting that they update their website to show the bill was paid, but was told there was no documentation that would make Fingerhut update the website or her credit report. Ms. [redacted] also states she is not eligible for another Fingerhut account. Ms. [redacted] is requesting to have her Fingerhut account report as paid or to have it deleted from her credit report. According to our research, an application for credit was processed online May 5, 2014 in the name [redacted]. Ms. [redacted] was approved with a credit limit of $600.00. Three orders were placed on May 5, 2014, May 14, 2014 and May 19, 2014. The merchandise was shipped to the same address as provided on the application. No payments were received on this account. The account charged off on December 12, 2014 with an unpaid balance of $456.23. The account was sold to [redacted] on January 15, 2015 at which time Fingerhut reported the account to the credit bureaus as “Purchased by Another Lender” with a balance and past due of zero. If Ms. [redacted] logs onto Fingerhut.com to view her account, the account information is still visible as Ms. [redacted] has the right to review it. The balance of $456.23 is accurate as that was the balance at the time the account was sold. Because Ms. [redacted]’s account charged off and was sold, at this time, she is not eligible for another Fingerhut credit account. According to an account review on August 9, 2016, Equifax and Experian are reporting Ms. [redacted]’s account accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zero. A representative at Trans Union confirmed that they have deleted the Fingerhut trade line. 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] has further questions regarding her account, [redacted] can be reached directly at ###-###-####. Thank you for allowing us to assist and 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.
Sincerely,
[redacted]
I am rejecting this response because: In reference to complaint #[redacted] I have checked on the Fingerhut site on "MY ACCOUNT" page the balance now presently listed is $2994.59 from the previously listed amount of $3031.00. I am sorry but it also stated a small amount of change listed in the $3031.00 balance but I cannot list it, I do not exactly remember what it was and I am not going to falsify an amount. But as far as the large dollar amount it was definitely $3031.00. I did call Fingerhut after receiving a letter from the Billing Department at 1-866-836-8987 and spoke to a rep. as was requested in the letter dated July 19,2016 in reference to this situation. I was told by the rep. that 2 fees would be removed from my acct. within 1 to 2 business cycles. At this present time, checking my acct. on the Fingerhut site they have already deducted a dollar amount. The exact balance amount to date is now $2994.59. As it stands presently, it does seem to me that anywhere between $ 36.00 and $37.00 dollars has been deducted. According to the conversation with the rep. and the amt. listed in the Revdex.com email message $37.00 and also $27.00 dollars was to be deducted. As per my original email to the Revdex.com I did list (in reference to my conversation with the rep also at Fingerhut my payments for 3 months would be $151.02 July, August, and Sept. 2016) what my payments would be, $151.02 and if rounded off to the nearest dollar $152.00 on no later than the 3rd of each month in which I have submitted July 1, 2016 the first payment of $152.00. I will follow with another paymt. of the same amt. by Aug. 3, 2016. I expect to go back to normal paymt. dates and normal monthly paymts. as of Oct. 2016, with a due date of Oct. 18th each month. I am truly hoping that since Fingerhut began deducting, they will begin to stick to their part and continue to deduct the exact amt. as stated. As of right now I don't agree with the amt. because it doesn't add up to the exact amts. listed in the email or phone conversation. The email did not list the promise of the 3 month payment plan originally approved to me in June by the rep. It was only mentioned in the latest phone conversation after receiving the letter to call the billing dept. I feel a certain amt. of distrust because of the extreme changes I experienced with several (5) reps. at Fingerhut that I originally tried to settle this situation with, and I ended up having to take this to an extreme level which to me should not have had to happen. So I feel that my lack of trust for this company is justified. As I mentioned I will follow up and continue to pay my bill down and all I want is for Fingerhut to do their part. I have been an excellent customer with one problem that surfaced after several years as a customer. After this is over completely, all I want to do in a friendly civil way is part ways upon completion of this matter.
The case was sent to the business office for review. Records do show receipt of the equipment in question.On 2/**/18, a specialist spoke with the customer and advised that credit has been issued for all charges billed as of 2/**/18 and confirmed a zero balance. It was confirmed that no outside...
collection activity had taken place on the account.The customer is satisfied with this resolution.
Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing...
statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. A Verizon representative spoke with [redacted] who indicated dissatisfaction with the resolution.
Upon receipt of the complaint, a message was left on the customer's voice mail on May **, 2017. The issues were referred to the appropriate departments and will be addressed internally. Our records show the order was started on-line and in May, the customer placed an order for a...
Network Extender. Actual speeds vary due to device limits, network and other factor A recurring credit for 12 months was added to the account and a one time credit was issued due to the missed technician dispatch. An email was sent to the address provided on the complaint, advising the customer of the actions taken to resolve the issue.
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 called in to cancel service and was told by Verizon agent that instead of cancelling the service now and paying ETFs, they can suspend it till contract ends so I will not have to pay any cancellation fees. Verizon agent misinformed me and I was never told about service will reactivate on its own. How can Verizon charge me for service when it doesn't exist. Also when I received a bill in March 2015, I called Verizon customer service again and was told by the agent that they billed me by error and I will get all service fees waived. Not once was I told that I will be charged cancellation fees. I would like Verizon to send me audio recording where an agent states that my march bill will not be refunded and I will be charged ETF. Business should take responsibility for information their customer service reps are informing their customers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION March 24, 2017 Better Business...
Bureau 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 paid this account in full online by a check card. On March 6, 2017 she contacted Fingerhut to close the account, cancel recurring payments, and to get a refund for an overpayment of $21.46. Ms. [redacted] states she contacted Fingerhut multiple times to resolve this issue, during one of the telephone calls, Ms. [redacted] states she was denied a supervisor multiple times. Ms. [redacted] states that one of her payments of $600.00 was canceled, but her account showed that the payment had cleared. Ms. [redacted] states a non-authorized payment of $21.46 was showing on her online Fingerhut account. Ms. [redacted]’s desired resolution is to be refunded the money owed, confirmation of her account being closed, and that further scheduled payments cannot be taken from her personal account. We apologize if the interactions Ms. [redacted] had with our representatives fell short of her expectations, as we strive to provide quality customer service to our customers. On March 6, 2017, Ms. [redacted] telephoned our company and spoke with a representative regarding the closing of her account and a refund from the overpayment of $21.46 that was made on her account. The representative notified Ms. [redacted] that her WebBank/Fingerhut Advantage Credit Account was closed. Ms. [redacted] was also notified that due to the account being paid by a debit card, a request would need to be submitted to a specialist to process the refund, and the refund would take 3-5 business days to process. Ms. [redacted] then said “Okay, thank you,” at which time, the call ended. On March 13, 2017, Ms. [redacted] contacted our company on 3 separate occasions, inquiring why the refund was not processed to her personal account. Ms. [redacted] was then transferred to a supervisor on her third call. During the call, Ms. [redacted] was upset the $21.46 showed as a canceled payment on her online summary, and not refunded back to her account. Ms. [redacted] then also stated her $600.00 payment showed canceled online, but in fact had cleared her personal account. The supervisor attempted to resolve this matter. Ms. [redacted] at which time, requested to speak to a manager, as she stated during the call that she was not given any new information. According to our records, Ms. [redacted] had previously scheduled a recurring payment on the third day of each month in the amount of $101.00 from her Checking/Savings Account ending in # [redacted]. This recurring payment was disabled on March 13, 2017. On March 3, 2017, Ms. [redacted]’s account balance was $1,679.54, and the scheduled payment of $101.00 was applied to her account making her balance $1,578.54. Ms. [redacted] then made a payment of $1,000.00, on March 4, 2017, bringing her account balance to $578.54. On March 4, 2017, Ms. [redacted] made an additional payment of $600.00 on the website. Ms. [redacted] stated she showed the payment of $600.00 canceled but also clearing her bank. When a customer makes a payment online they are required to enter specific information regarding the account being used. If a customer enters the incorrect information, an error will be shown. Anytime a payment is submitted using a debit card or credit card, this creates an instant authorization, which is a systematic check to ensure the account is available. Our records indicate the first submission made by Ms. [redacted] was denied as an elapsed expiration date. This would have caused Ms. [redacted]’s online account information to show the canceled $600.00 payment. When Ms. [redacted] corrected the error and submitted the information, the payment was authorized and cleared. Ms. [redacted] owed $578.54, when the payment of $600.00 was applied. This created an overpayment of $21.46. Due to Ms. [redacted] requesting a refund to her debit card, a payment reversal of $21.46 was processed on March 5, 2017, to her account, so the refund could be applied to her personal debit account. Records show there was no attempt made to withdraw $21.46 from Ms. [redacted]’s bank account. All records show Ms. [redacted] has brought her account to a $0.00 balance and will be reported accordingly. 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
Initial Business Response /* (1000, 7, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 15, 2016
# [redacted]
Revdex.com of...
Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [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.
Our records indicate an order was placed on September 16, 2015 for the Skechers Women's Bikers Canvas Slip-On Natural Size 11 and the Adidas Kids' NXT LVL SPD 3 K Basketball Shoe Black Size 4 1/2. The order total was $164.96 including shipping and handling. When an order is placed and one or more of the items are on backorder, separate invoices are created under the original order number in order for us to ship the items that are in stock immediately. The Women's Canvas Shoes were shipped first and are reflected on Ms. [redacted]' September 26, 2015 billing statement in the amount of $89.98. The invoice number for this item is I45513929. The invoice number for the Basketball Shoes is I45513930. The total for this invoice number was $74.98. Due to the order of the Basketball Shoes being cancelled, Ms. [redacted] was never billed for this invoice. We cannot issue credit for an item that was never billed.
On November 14, 2015 an order was placed on our website for the Adidas Kids' NXT LVL SPD 3 K Basketball Shoes in Black and Yellow Size 5. This order was delivered on November 20, 2015 via the Post Office to the address we have on file for Ms. [redacted]. Since Ms. [redacted] was never billed shipping and handling on the original order for the Basketball Shoes that did not ship, as a courtesy we have credited the shipping charges for this order of $14.99.
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
We have no record of being notified of the dispute as required in writing. While we understand Ms. [redacted]'s frustration, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt as this was not the only order on her account.
The last payment we received on Ms. [redacted] account was $11.00 on November 30, 2015. As a courtesy we have credited one late fee of $38.00. Ms. [redacted] will see the credit reflected on a future billing statement. The minimum payment on Ms. [redacted] account is $140.96 due by February 22, 2016. If Ms. [redacted] is unable to make the full minimum payment due by the due date we suggest she contact our Billing/Recovery Department for a possible payment arrangement at [redacted]. Their hours are Monday through Thursday, 7:00am to 9:00pm; Friday, 7:00am to 6:00pm; and Saturday, 7:00am to Noon Central Time (CT).
Our records indicate we are reporting the account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing this response, I contacted customer service to receive my past bill statements. I was advised I could not receive them due to my past due account. However, even when my balance was current, the online statements were not available. I need my statements to review, before paying any balance going forward. If I were never charged, how did the CSR state that I would see the reflected credit on my next statement (11/22 at that time)?
Final Business Response /* (4000, 11, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are very sorry to hear about the problems Ms. [redacted] has experienced with our website regarding her monthly billing statements. When a customer enrolls in e-statement delivery, an email notification is sent each month to the email address on file advising the customer that their statement is available. If the account is past due, a paper statement is mailed directly to the customer's address. Once the account is current again, e-statements will resume. At any time, Ms. [redacted] should be able to sign in to our website and view her monthly statements. If Ms. [redacted] cannot access her billing statements on our website, we strongly suggest she contact our Customer Service Department via email to [email protected] or via our chat feature on our website, or via phone at [redacted], Monday - Friday. 8:00 AM to 8:00 PM.
Please understand, when an order is placed, the purchase amount of the order is held in an 'authorization' state on the account until the order ships, when the billing actually takes place. The initial authorization state ensures that there is enough available credit to bill the amount once the order ships. If an item is on backorder, or ships directly from our vendor, it becomes necessary to split the order into multiple invoices which allows the in stock items and/or items shipping directly from our warehouse to be shipped without delay. As the orders ship at different times, the available credit adjusts based on when the orders ship and are therefore, formally billed. Since the item was not available to ship right away and the order was cancelled, the initial authorization was released and never formally billed. We are including Ms. [redacted] monthly billing statements per her request with this response.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION April 22,...
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 Mr. [redacted] purchased an alcove Jacqueline Comforter Set + Free Sheet Set – Queen on March 18, 2016. On March 20, 2016 Mr. [redacted] requested to cancel this order. At that time the item had already shipped, however Mr. [redacted] was told he could return the unopened shipment and the order would be handled as a return. On March 28, 2016 Mr. [redacted] contacted Fingerhut stating he had refused the delivery and the item was being returned. When Mr. [redacted] contacted Fingerhut on April 13, 2016, we still had not received the item as a return and a legal affidavit was sent to Mr. [redacted]. Mr. [redacted] was able to provide the USPS tracking number for this item and his account was credited the full amount of $95.23 on April 15, 2016. The current balance on his account is $0. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
CONFIDENTIAL COMMUNICATION December 29,...
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. In Mr. [redacted]’s letter, he expresses concern regarding notifications received, stating that he had credit available for making purchases. He states that when he used this credit, Mr. [redacted] ended up going over his credit limit. Mr. [redacted] is claiming we sent false information regarding his open to buy and requested to have his account closed. After reviewing Mr. [redacted]’s account, we show an available credit of $237.81 was available on December 3, 2016. An order was placed by Mr. [redacted] for $189.94. Only the first item shipped on this order before another order was placed. When Mr. [redacted] placed the second order in the amount of $170.96 on December 8, 2016, he then had an available credit of $188.83. The price of the merchandise is deducted from the available credit as the items ship. If an item is not at a shipped status, it will not be deducted from the available credit. After all items shipped, the price of the merchandise was deducted, leaving a total balance due of $991.07. This is $91.07 over his credit limit of $900.00. As with any revolving credit account, it is the customer's responsibility to check how much available credit is available to them before making any purchases, including confirming if previously made purchases have yet posted to the account. Please note that per the terms and conditions of our credit accounts, while we do not charge overlimit fees, we may report an account as overlimit to the credit bureaus. Whether or not this type of report would negatively impact a person’s credit score is dependent upon that individual’s credit history. Mr. [redacted] may bring his balance down below his credit limit by making a payment that is larger than the minimum amount due on his billing statement. Upon researching Mr. [redacted]’s complaint, we have determined that the scheduled payment he has in place to make his monthly payment will no longer satisfy the minimum amount due. Mr. [redacted]’s payment schedule is set to make a payment of $46.99 on January 9, 2017. Due to these recent purchases, his new minimum payment due will be $59.99. Mr. [redacted] may update his payment schedule either by visiting our website, or by calling our customer service office at the number listed below. When Mr. [redacted] spoke to our representative on December 14, 2016, he requested his account be closed. Unfortunately, per our policy, we are unable to close a customer's account without proper verification and authorization, which the agent could not obtain in this instance, as Mr. [redacted] hung up before the agent could complete that action. Due to this, Mr. [redacted]’s account is still open. If he would like to still cancel the account, we recommend he call our Customer Service office at ###-###-#### between the hours of 8:00 A.M. and 8:00 P.M, Monday through Friday Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Please be advised customer has been educated on his billing status and was advised that his bill is correct. The bill for 77.93 he got dated 8/*/2016 covered the period for phone service from 7/*/2016 thru 8/*/2016. He will also get a final bill dated 9/*/2016. That will be a prorated amount for...
services from 8/*/2016 thru 8/**/2016. The services were disconnected on 8/**/2016 via [redacted]. Billing is correct and services were disconnected on 8/**/2016
CONFIDENTIAL COMMUNICATION July 29, 2016 Revdex.com of Minnesota ...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to a follow-up inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are an updated statement of account activity, the Terms and Conditions, and our response dated July 13, 2016. Mr. [redacted] states that he incurred a thirty day delinquency on his credit report because Fingerhut did not apply the automatic payments to his account as agreed. Mr. [redacted] is requesting that Fingerhut remove the late payment reporting from all three credit bureaus. Based on our research, the WebBank/Fingerhut credit account ending in [redacted] was opened online September 14, 2015 with Mr. [redacted]‘s personal identifiable information. An order was placed over the phone on December 18, 2015 for a Marcy 100-lb. ECO Weight Set and a Marcy Flat/Decline Bench with Dumbell Set. The merchandise was delivered via UPS to the address provided on the credit application. Our records indicate that the electronic payments of $29.99 made on December 25, 2015 and January 25, 2016 were received after the due date of the 24th and caused two $27.00 late fees to be assessed on Mr. [redacted]’ balance for the December 2015 and January 2016 billing cycles. Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date. On January 25, 2016, Mr. [redacted] paid the minimum payment of $29.99 with a Fingerhut representative and set up automatic payments for $29.99 per month beginning February 24, 2016 to April 24, 2017. When Mr. [redacted]’ account cycled on January 28, 2016, the balance increased the minimum payment to $34.99. On March 11, 2016, a Fingerhut representative recognized the $29.99 monthly payment did not satisfy the minimum payment due and advised Mr. [redacted] to set up automatic payments based on the minimum payment due option to rectify the situation. Mr. [redacted] refused. No further payment schedules were set up. An individual payment of $68.98 was received on April 24, 2016 to bring the account current. As stated in our response dated July 13, 2016, no further payments were received until we received a $116.97 payment on July 8, 2016 to bring the account current. This resulted in a thirty day late being reported to the credit bureaus. Based on our research, Fingerhut sent notifications to Mr. [redacted] regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, 2016 and June 29, 2016. As stated in our initial response, we credited a $37.00 late fee on July 13, 2016. As of July 29, 2016, Mr. [redacted]’s account is current with a balance of $430.68 and past due of $0.00, with a minimum payment of $29.99 due August 24, 2016. An account review on July 27, 2016 confirms Equifax and Experian, are accurately reporting the account with a 30 day delinquency for June 2016. TransUnion is reporting “Current” for the month of May 2016 and has not updated reporting for June 2016. 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 Mr. [redacted]‘s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj Enclosures
Verizon spoke with the customer and agreed to issue credit in the amount of $68.09 to bring the balance to zero. The account was recalled from collection. It was not credit reported. Verizon apologizes for the inconvenience the customer experienced as a result of this matter.
Verizon's Customer Service Escalation team representative reviewed [redacted]'s account and concerns. Verizon's Customer Service Escalation team representative contacted [redacted] on 12/**/16 and discussed his concerns. Verizon's Customer Service Escalation team representative...
issued an order to change his service back to what he had originally and issued credits for the disputed charges.We trust this information will help to resolve [redacted]'s concerns.