CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case # [redacted] Dear Ms. [redacted], We are writing in response to the inquiry we received from your office on behalf of...
Ms. [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists. As of November 15, 2016, we have removed Ms. [redacted] from all our Family of Brands mailing and rental lists. Please be advised the catalogs are preprinted three months in advance, please allow 8 to 12 weeks for them to discontinue. If Ms. [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
I am rejecting this response because: this is a sick way of getting some money out of low income client. there is noway I should owe 53. plus dollars for returning they stuff and i'm asking you please don't let them get away with this. I will not pay them on dime.
A customer service representative reviewed the customer’s concerns and confirmed that the payments were made with gift cards. The representative advised the customer that he would reverse the payments totaling $350.00 back to the gift cards they were paid from.
Executive Relations Team/Donna K[redacted]- [redacted]- 12/**/2015- I called CBR [redacted] and spoke with Mr. Russell Pittman regarding his experience with Verizon Customer Service and regarding the Early Termination Fee. [redacted] has Fios data service with a speed of 25M/25M only at his current...
address and is moving to a location where we would only be able to provide him with a maximum speed of 3M on copper based High Speed Internet. [redacted] also works from home from time to time and the 3M speed would not meet his needs. Given the circumstances, an exception was made and I waived the Early Termination Fee when I placed order [redacted] to disconnect the data service 01/**/2016.I also told [redacted] that a new bill will drop on 01/01/2016 and bill for the month of January. It will be fine for him to wait until the 02/**/2016 bill when he will get a prorated credit back to 01/**/2016 and pay that bill. I also apologized to [redacted] as he stated that he had requested a supervisor when he called in to Customer Service and the supervisor never directly took over the call. He stated the router is bolted to a wall in the apartment with a sticker that states not to remove- it is permanently attached and the disconnect order showed customer provided router. He reported that the waiving of the Early Termination Fee resolved his 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]
My complaint was inspired after consultation with Verizon's Usage Verification Center, as stated above. They were the department that was rude, unhelpful and completely disregarded the arrangement that had been set in place and had yet been fulfilled. This response in NO way resolves the matter nor does it address the broken agreement made between Verizon and I.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Cc 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]
Please be advised, Verizon has reviewed the consumers account, records reflect the consumer contacted Verizon requesting to have services bill separately. The consumer inadvertently was advised inaccurate information regarding the billing of services. A technician was dispatched on the order...
request and advised at that time that the separation could not be performed. This information was explained to the consumer who then requested to cancel the order. TV services were disconnected in March 2016. Data and Telephone services were disconnected in June. The Verizon billing agent has advised that an early termination fee has not billed to the account to date and has made attempts to speak with the consumer in order to discuss the account for resolution. Attempts have been made to speak with the consumer, however to date; we have not been successful in our attempts to reach her. A please call letter will be mailed in hopes of speaking with the consumer regarding this matter.
On 2/**/17 Verizon Appeals Representative Heidi S called and reached [redacted] and advised him she would be willing to waive $100 of Early Termination Fees to make changes to his service. Heidi went over the customers options to change to Data only, Double Play with Data and Video and Data and Voice. All the rates were more than [redacted] wanted to pay but he chose Data only at $84.99 with no contract. [redacted] said he intends to most likely switch to Optimum. Heidi issued order [redacted] with a commitment date of 2/**/17 and has a follow up to credit $100 of Early Termination Fees when it is billed.
I am rejecting this response because:Response is inaccurate and seeks to shift the blame. The law does not require that a payment history be provided, another lie. I am sorry I ever got mixed up with this 2nd rate company
On October **, 2015, our billing representative spoke with[redacted] and she still has the equipment in her possession. Our representative sent 5 return labels to her new address. The customer was billed August *, 2015 for 4 HD Set Top Boxes at $350.00 each, 1 Wireless Router at $99.99...
for a total of$1,499.99 plus tax. When [redacted] sends the equipment back, she will contact our billing representative in theExecutive Office directly with the tracking # for [redacted]. We will then submit trouble ticket for Unreturned Equipment Charge to be adjusted. [redacted] was advised the full balance on the account currently is $2447.06.
Please be advised, Verizon has spoken with the consumer. The consumer is not an active employee nor is he a member of the Veterans Advantage. Therefore, the consumer would not qualify. The consumer has advised he would sign up with Veterans Advantage and although the discount is only available to...
new consumers as a courtesy Verizon has approved him to enroll. Information has been forwarded to the consumer with information/instruction on how to proceed.
Subsequent to receipt of the complaint, I forwarded [redacted] concerns to our billing department for further review. A billing consultant was able to view the standard order of confirmation (“SOC”) preview sent to the customer regarding the $119 monthly recurring charge. This...
document shows a $20 discount to expire 1/**/18 and the $25 extended through 1/**/19 and a $30 extension through 1/**/19 and a $15 value credit for twelve (12) months. The representative sent the preview, noted and issued a follow-up. Consequently, the rates will be honored. The billing consultant spoke to [redacted] and advised she would issue the exception credits of $25/24 months and $15/12 months that are missing. The consultant was unable to add exception to honor the promised rate. Consequently, the consultant set recurring credits for $15/12 months to honor the local exchange credit discount and set a recurring credit of $25/24 months, 30.31 on the January bill so that if [redacted] pays the January bill as it reads, $164.45, she will have the credit balance carry over starting with the February bill so she can as it reads. As further insurance, the consultant set a follow-up to review the February 2017 bill to ensure the billing is correct. The consultant also provided [redacted] with her callback information, if any residual questions remained.
CONFIDENTIAL COMMUNICATION May 26, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states he enrolled in the SafeLine protection plan for his Fingerhut account, and “well over 7 weeks ago” he provided all required documentation for his disability claim. However, he states Fingerhut has not responded and continues to receive calls “at all hours and a minimum of 7 times each day.” Mr. [redacted] requests that the SafeLine agreement be honored. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
Please be advised, Verizon has confirmed that all equipment has been received. As of 5/**/15 Verizon has requested to have the router fee adjusted. Total requested was $106.99. Verizon has agreed to follow up with the consumer to ensure credit posts to the account. Verizon apologizes for any...
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:
Yes some one did initially contact me and left a massage but with no follow up and no answer for my calls when I call them back and still every body is rude, the kind of business should not be acceptable and Sham on Verizon and its staff.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION May 27, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she is rejecting our previous response due to the fact the Dell Inspiron 15.6" HD 4GB Windows 10 Laptop Computer was defective and not used very often. Ms. [redacted] is once more requesting a refund and insists that she returned it to us within the 90 day timeframe. She has indicated that she is disappointed in the customer service she received, specifically that we did not call her about the issue. Please understand, our return policy states that computers have to be returned within the 30-day home trial period. This applies to both credit and exchange. Ms. [redacted] placed the order for the laptop computer on March 5, 2016 and it was returned to us in the mail stream on April 26, 2016 (and the return was processed on April 28, 2016). Consequently, we are unable to make an exception to our thirty day return policy by accepting the computer as a return. We were not contacted by Ms. [redacted] prior to April 26, 2016 when the computer was returned to us. While we sympathize with Ms. [redacted]’ situation, we are bound by our company’s policies and procedures. Our return policy is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. We are sorry to hear that Ms. [redacted] has been disappointed with our customer service. 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 Ms. [redacted]’ expectations. Again, we ask that Ms. [redacted] please refer to the manufacturer’s information received with her product and contact them to report the problem. The contact number for Dell is ###-###-####, representatives are available Monday-Friday 8 am - 9 pm. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Initial Business Response /* (1000, 5, 2015/07/06) */
CONFIDENTIAL COMMUNICATION
July 2, 2015
Revdex.com of Minnesota Account #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, credit application, Terms and Conditions, and the last three statements.
Mr. [redacted] states in his complaint that he is receiving up to five calls per day on an account that Mr. [redacted] says is current. Mr. [redacted]'s desired resolution is for the calls to cease.
Based on our research, an account was opened with a representative on May 4, 2012 using Mr. [redacted]'s name and social security number when an order was placed for a Rachael Ray 10pc Hard Anodized Cookware Set. The merchandise was shipped via FedEx Home on May 8, 2012 to the same address as listed in the complaint.
Our records indicate that a recent payment of $40.00 received on May 31, 2015 did not satisfy the minimum payment due of $46.99 by June 11, 2015. This left a past due balance of $6.99.
Please note that when the required minimum 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.
Mr. [redacted]'s account is in a current status. Thank you for your most recent payment of $40.00 on July 1, 2015.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a remaining minimum payment of $26.98 is due by July 11, 2015.
If Mr. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on Mr. [redacted]'s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Mr. [redacted]'s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Mr. [redacted]'s account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sjj
Enclosures
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:
It does not make any sense that someone will send two #300 gift cards for the promotion and claim that I have used one. This resolution is not acceptable. There is no company that will send two different gift cards. Can Verizon provide a proof that it sends two gift cards to its recipients?Verizon should look at the recording of the calls that I have made to them regarding the $300 [redacted] gift card that they sent without the pin number and find out if Verizon is at fault or the gift card company that they work with. I would urge Verizon to fix the tracking system and stop agitating end users.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Records indicate a representative spoke with the customer to review the payment history. Upon contact, the representative informed the customer no payment arrangement is necessary; as the payments never cleared his bank. The customer made full payment through Bill Matrix and the...
representative sent the customer an auto pay enrollment form. Additionally, the representative waived the two restoral fees the customer incurred due to the service interruption for non-payment.
Initial Business Response /* (1000, 5, 2015/06/11) */
CONFIDENTIAL COMMUNICATION
June 11, 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/Fingerhut Advantage Credit Account.
Our records confirm that the payments Ms. [redacted] references in the inquiry were all made using MasterCard credit card ending '[redacted]'. In researching this matter further, we found that the owner of this card is a person other than Ms. [redacted].
All of the payments made using this card have since been reversed ("chargeback"), which has been done at the behest of the bank/credit card company and not of our own volition. Ms. [redacted] indicates that she did not request the payments to be charged back to the card. If she has not done so already, we advise Ms. [redacted] to contact the owner of the credit card for more information, as the request likely came from that person.
On June 5, 2015 a cease and desist was placed on Ms. [redacted]'s account. No further call attempts will be made, or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Her account is closed to future purchases and additional purchases on it will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, American Express or Discover as payment.
Any outstanding balance will continue to accrue interest and she may be assessed late fees as her account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that the payments were made on credit card ending in [redacted] which is owned by Mr [redacted]. Mr [redacted] personally called Fingerhut to set up the payment with them. They say that the calls are monitored so there should be a copy of the conversation where he set up the payment. Also Mr [redacted] would not have been able to speak to a customer service agent without having my social security number which Fingerhut require when you call in to identify you. I have contacted Mr [redacted] as well as the bank who have notified me that the payments were authorized and although I have advised Fingerhut of this, the matter is still not resolved. Also why were there 12 payments but 13 reversals (no one at Fingerhut has been able to explain this to me as yet)
Final Business Response /* (4000, 9, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 16, 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 further inquiry we received from your office on behalf of Ms. [redacted].
Our records agree with Ms. [redacted] that credit card ending '[redacted]' is registered in the name of [redacted]. We also agree that our policy allows Mr. [redacted] (or any third party) to use his card to make a payment on Ms. [redacted]'s account as long as he meets our verification requirements.
We were not suggesting in our previous response that the payments in question were reversed because they were made with Mr. [redacted]'s card or because we thought he didn't authorize them. What we intended to explain--and again emphasize--is that we did not make the decision to reverse the payments; that decision was made by the bank issuer of the credit card.
Please understand that the bank issuer has debited our account and reclaimed the payments in question; as a result, we no longer have these funds and are unable to reapply them to Ms. [redacted]'s account.
We carefully reviewed our records, and found that a total of ten payments for $250.43 each were originally made to Ms. [redacted]'s account. However, we found that a total of twelve reversals were done for $250.43 each. The two extra reversals were an error and should not have been done, which is why we issued two credits for $250.43 each on March 12, 2015 to correct Ms. [redacted]'s account. We apologize for any confusion this may have caused.
Having provided Ms. [redacted] with all information available to us, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case # [redacted] Dear Ms. [redacted], We are writing in response to the inquiry we received from your office on behalf of...
Ms. [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists. As of November 15, 2016, we have removed Ms. [redacted] from all our Family of Brands mailing and rental lists. Please be advised the catalogs are preprinted three months in advance, please allow 8 to 12 weeks for them to discontinue. If Ms. [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
I am rejecting this response because: this is a sick way of getting some money out of low income client. there is noway I should owe 53. plus dollars for returning they stuff and i'm asking you please don't let them get away with this. I will not pay them on dime.
A customer service representative reviewed the customer’s concerns and confirmed that the payments were made with gift cards. The representative advised the customer that he would reverse the payments totaling $350.00 back to the gift cards they were paid from.
Executive Relations Team/Donna K[redacted]- [redacted]- 12/**/2015- I called CBR [redacted] and spoke with Mr. Russell Pittman regarding his experience with Verizon Customer Service and regarding the Early Termination Fee. [redacted] has Fios data service with a speed of 25M/25M only at his current...
address and is moving to a location where we would only be able to provide him with a maximum speed of 3M on copper based High Speed Internet. [redacted] also works from home from time to time and the 3M speed would not meet his needs. Given the circumstances, an exception was made and I waived the Early Termination Fee when I placed order [redacted] to disconnect the data service 01/**/2016.I also told [redacted] that a new bill will drop on 01/01/2016 and bill for the month of January. It will be fine for him to wait until the 02/**/2016 bill when he will get a prorated credit back to 01/**/2016 and pay that bill. I also apologized to [redacted] as he stated that he had requested a supervisor when he called in to Customer Service and the supervisor never directly took over the call. He stated the router is bolted to a wall in the apartment with a sticker that states not to remove- it is permanently attached and the disconnect order showed customer provided router. He reported that the waiving of the Early Termination Fee resolved his 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]
My complaint was inspired after consultation with Verizon's Usage Verification Center, as stated above. They were the department that was rude, unhelpful and completely disregarded the arrangement that had been set in place and had yet been fulfilled. This response in NO way resolves the matter nor does it address the broken agreement made between Verizon and I.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Cc 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]
Please be advised, Verizon has reviewed the consumers account, records reflect the consumer contacted Verizon requesting to have services bill separately. The consumer inadvertently was advised inaccurate information regarding the billing of services. A technician was dispatched on the order...
request and advised at that time that the separation could not be performed. This information was explained to the consumer who then requested to cancel the order. TV services were disconnected in March 2016. Data and Telephone services were disconnected in June. The Verizon billing agent has advised that an early termination fee has not billed to the account to date and has made attempts to speak with the consumer in order to discuss the account for resolution. Attempts have been made to speak with the consumer, however to date; we have not been successful in our attempts to reach her. A please call letter will be mailed in hopes of speaking with the consumer regarding this matter.
On 2/**/17 Verizon Appeals Representative Heidi S called and reached [redacted] and advised him she would be willing to waive $100 of Early Termination Fees to make changes to his service. Heidi went over the customers options to change to Data only, Double Play with Data and Video and Data and Voice. All the rates were more than [redacted] wanted to pay but he chose Data only at $84.99 with no contract. [redacted] said he intends to most likely switch to Optimum. Heidi issued order [redacted] with a commitment date of 2/**/17 and has a follow up to credit $100 of Early Termination Fees when it is billed.
I am rejecting this response because:Response is inaccurate and seeks to shift the blame. The law does not require that a payment history be provided, another lie. I am sorry I ever got mixed up with this 2nd rate company
On October **, 2015, our billing representative spoke with[redacted] and she still has the equipment in her possession. Our representative sent 5 return labels to her new address. The customer was billed August *, 2015 for 4 HD Set Top Boxes at $350.00 each, 1 Wireless Router at $99.99...
for a total of$1,499.99 plus tax. When [redacted] sends the equipment back, she will contact our billing representative in theExecutive Office directly with the tracking # for [redacted]. We will then submit trouble ticket for Unreturned Equipment Charge to be adjusted. [redacted] was advised the full balance on the account currently is $2447.06.
Please be advised, Verizon has spoken with the consumer. The consumer is not an active employee nor is he a member of the Veterans Advantage. Therefore, the consumer would not qualify. The consumer has advised he would sign up with Veterans Advantage and although the discount is only available to...
new consumers as a courtesy Verizon has approved him to enroll. Information has been forwarded to the consumer with information/instruction on how to proceed.
Subsequent to receipt of the complaint, I forwarded [redacted] concerns to our billing department for further review. A billing consultant was able to view the standard order of confirmation (“SOC”) preview sent to the customer regarding the $119 monthly recurring charge. This...
document shows a $20 discount to expire 1/**/18 and the $25 extended through 1/**/19 and a $30 extension through 1/**/19 and a $15 value credit for twelve (12) months. The representative sent the preview, noted and issued a follow-up. Consequently, the rates will be honored. The billing consultant spoke to [redacted] and advised she would issue the exception credits of $25/24 months and $15/12 months that are missing. The consultant was unable to add exception to honor the promised rate. Consequently, the consultant set recurring credits for $15/12 months to honor the local exchange credit discount and set a recurring credit of $25/24 months, 30.31 on the January bill so that if [redacted] pays the January bill as it reads, $164.45, she will have the credit balance carry over starting with the February bill so she can as it reads. As further insurance, the consultant set a follow-up to review the February 2017 bill to ensure the billing is correct. The consultant also provided [redacted] with her callback information, if any residual questions remained.
CONFIDENTIAL COMMUNICATION May 26, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states he enrolled in the SafeLine protection plan for his Fingerhut account, and “well over 7 weeks ago” he provided all required documentation for his disability claim. However, he states Fingerhut has not responded and continues to receive calls “at all hours and a minimum of 7 times each day.” Mr. [redacted] requests that the SafeLine agreement be honored. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
Please be advised, Verizon has confirmed that all equipment has been received. As of 5/**/15 Verizon has requested to have the router fee adjusted. Total requested was $106.99. Verizon has agreed to follow up with the consumer to ensure credit posts to the account. Verizon apologizes for any...
inconvenience caused surrounding this matter.
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:
Yes some one did initially contact me and left a massage but with no follow up and no answer for my calls when I call them back and still every body is rude, the kind of business should not be acceptable and Sham on Verizon and its staff.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION May 27, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she is rejecting our previous response due to the fact the Dell Inspiron 15.6" HD 4GB Windows 10 Laptop Computer was defective and not used very often. Ms. [redacted] is once more requesting a refund and insists that she returned it to us within the 90 day timeframe. She has indicated that she is disappointed in the customer service she received, specifically that we did not call her about the issue. Please understand, our return policy states that computers have to be returned within the 30-day home trial period. This applies to both credit and exchange. Ms. [redacted] placed the order for the laptop computer on March 5, 2016 and it was returned to us in the mail stream on April 26, 2016 (and the return was processed on April 28, 2016). Consequently, we are unable to make an exception to our thirty day return policy by accepting the computer as a return. We were not contacted by Ms. [redacted] prior to April 26, 2016 when the computer was returned to us. While we sympathize with Ms. [redacted]’ situation, we are bound by our company’s policies and procedures. Our return policy is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. We are sorry to hear that Ms. [redacted] has been disappointed with our customer service. 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 Ms. [redacted]’ expectations. Again, we ask that Ms. [redacted] please refer to the manufacturer’s information received with her product and contact them to report the problem. The contact number for Dell is ###-###-####, representatives are available Monday-Friday 8 am - 9 pm. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Initial Business Response /* (1000, 5, 2015/07/06) */
CONFIDENTIAL COMMUNICATION
July 2, 2015
Revdex.com of Minnesota Account #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, credit application, Terms and Conditions, and the last three statements.
Mr. [redacted] states in his complaint that he is receiving up to five calls per day on an account that Mr. [redacted] says is current. Mr. [redacted]'s desired resolution is for the calls to cease.
Based on our research, an account was opened with a representative on May 4, 2012 using Mr. [redacted]'s name and social security number when an order was placed for a Rachael Ray 10pc Hard Anodized Cookware Set. The merchandise was shipped via FedEx Home on May 8, 2012 to the same address as listed in the complaint.
Our records indicate that a recent payment of $40.00 received on May 31, 2015 did not satisfy the minimum payment due of $46.99 by June 11, 2015. This left a past due balance of $6.99.
Please note that when the required minimum 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.
Mr. [redacted]'s account is in a current status. Thank you for your most recent payment of $40.00 on July 1, 2015.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a remaining minimum payment of $26.98 is due by July 11, 2015.
If Mr. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on Mr. [redacted]'s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Mr. [redacted]'s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Mr. [redacted]'s account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sjj
Enclosures
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:
It does not make any sense that someone will send two #300 gift cards for the promotion and claim that I have used one. This resolution is not acceptable. There is no company that will send two different gift cards. Can Verizon provide a proof that it sends two gift cards to its recipients?Verizon should look at the recording of the calls that I have made to them regarding the $300 [redacted] gift card that they sent without the pin number and find out if Verizon is at fault or the gift card company that they work with. I would urge Verizon to fix the tracking system and stop agitating end users.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Records indicate a representative spoke with the customer to review the payment history. Upon contact, the representative informed the customer no payment arrangement is necessary; as the payments never cleared his bank. The customer made full payment through Bill Matrix and the...
representative sent the customer an auto pay enrollment form. Additionally, the representative waived the two restoral fees the customer incurred due to the service interruption for non-payment.
Initial Business Response /* (1000, 5, 2015/06/11) */
CONFIDENTIAL COMMUNICATION
June 11, 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/Fingerhut Advantage Credit Account.
Our records confirm that the payments Ms. [redacted] references in the inquiry were all made using MasterCard credit card ending '[redacted]'. In researching this matter further, we found that the owner of this card is a person other than Ms. [redacted].
All of the payments made using this card have since been reversed ("chargeback"), which has been done at the behest of the bank/credit card company and not of our own volition. Ms. [redacted] indicates that she did not request the payments to be charged back to the card. If she has not done so already, we advise Ms. [redacted] to contact the owner of the credit card for more information, as the request likely came from that person.
On June 5, 2015 a cease and desist was placed on Ms. [redacted]'s account. No further call attempts will be made, or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Her account is closed to future purchases and additional purchases on it will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, American Express or Discover as payment.
Any outstanding balance will continue to accrue interest and she may be assessed late fees as her account is still subject to the original terms and conditions of the Agreement.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that the payments were made on credit card ending in [redacted] which is owned by Mr [redacted]. Mr [redacted] personally called Fingerhut to set up the payment with them. They say that the calls are monitored so there should be a copy of the conversation where he set up the payment. Also Mr [redacted] would not have been able to speak to a customer service agent without having my social security number which Fingerhut require when you call in to identify you. I have contacted Mr [redacted] as well as the bank who have notified me that the payments were authorized and although I have advised Fingerhut of this, the matter is still not resolved. Also why were there 12 payments but 13 reversals (no one at Fingerhut has been able to explain this to me as yet)
Final Business Response /* (4000, 9, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 16, 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 further inquiry we received from your office on behalf of Ms. [redacted].
Our records agree with Ms. [redacted] that credit card ending '[redacted]' is registered in the name of [redacted]. We also agree that our policy allows Mr. [redacted] (or any third party) to use his card to make a payment on Ms. [redacted]'s account as long as he meets our verification requirements.
We were not suggesting in our previous response that the payments in question were reversed because they were made with Mr. [redacted]'s card or because we thought he didn't authorize them. What we intended to explain--and again emphasize--is that we did not make the decision to reverse the payments; that decision was made by the bank issuer of the credit card.
Please understand that the bank issuer has debited our account and reclaimed the payments in question; as a result, we no longer have these funds and are unable to reapply them to Ms. [redacted]'s account.
We carefully reviewed our records, and found that a total of ten payments for $250.43 each were originally made to Ms. [redacted]'s account. However, we found that a total of twelve reversals were done for $250.43 each. The two extra reversals were an error and should not have been done, which is why we issued two credits for $250.43 each on March 12, 2015 to correct Ms. [redacted]'s account. We apologize for any confusion this may have caused.
Having provided Ms. [redacted] with all information available to us, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah