Investigation determined we were notified to remove theLifeline discount from the account due to failure to recertify. The customerdid reapply but we were not able to read the copies of the Benefit card or IDprovided with the application as proof of eligibility. We need to provide informationfrom...
these documents in order to verify eligibility for the discount in theNational Lifeline Database. We therefore had to deny the discount. We contactedthe customer to explain reason for denial and asked customer to pleasereapply. We understand the customer is not satisfied with thisresponse, but we have to adhere to the process in order to get the discountreinstated.
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]
P.S. Verizon found and returned my deposit. ...
CONFIDENTIAL COMMUNICATION May 24, 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 Fingerhut processed a payment for $206.00 on May 15, 2016 without her authorization. Ms. [redacted] further states she called Fingerhut on May 16, 2016 to inquire about the payment, but was not able to get any details. Ms. [redacted] is requesting a refund for $206.00 and an explanation of who authorized the $206.00 payment to process on May 15, 2016. According to our records, Ms. [redacted] called Fingerhut on April 29, 2016 to make a same day payment for $200.00 with an American Express Card. Ms. [redacted] provided the new card information and agreed to the payment authorization read by the agent. After carefully reviewing the call recording dated April 29, 2016, we can verify that Ms. [redacted] authorized two additional future payments for $206.00; one on May 15, 2016 and the second on May 31, 2016. The payment scripting was read by the agent and Ms. [redacted] gave her verbal authorization to schedule the payments. A letter confirming the two scheduled payments was mailed to Ms. [redacted] on May 3, 2016. The payment for $206.00 processed successfully and brought Ms. [redacted]’ account current. There are no remaining payments scheduled and the American Express card used for the payment in question has been disabled. Fingerhut is unable to honor Ms. [redacted]’ request for a refund because she gave verbal authorization to schedule the payment. Ms. [redacted] may contact her bank if she chooses to request a payment reversal. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg [redacted]
Verizon strives to make every customer's experience when contacting the company a positive one. We regret that we did not meet our, or [redacted]'s expectations in this case. We did not contact [redacted] as requested in this complaint.
Records indicate the customer placed a disconnect order on August *, 2015 under order number [redacted]. Billing history: May **, 2015 billing statement reflects charges $320.02. The customer remitted payment of $320.02 on June *, 2015. June **, 2015 billing statement reflects...
charges of $160.01 with no payment remitted. July **, 2015 billing statement reflects past due charges of $160.01 and new charges $165.67 with no payment remitted. August **, 2015 billing statement reflects past due charges of $325.68 with disconnect credits of $116.88; resulting in end balance due of $208.80. Verizon mailed duplicate invoices for billing periods May **, 2015 through October **, 2015 for the customer’s review. Balance owed of $208.80 is valid and sustained.
On 1/*/15, Verizon Appeals Billing representative spoke with [redacted], apologized that he was told he wouldn't have a bill to pay until January. The representative explained that Verizon starts billing for service the day service is installed. [redacted] said he had been advised by a Door to...
Door representative that he would not have to pay any charges until January 2016 for service. He is upset that he has two bills to pay and is now and thinking of cancelling service. To satisfy the representative issued the customer a one time $100.00 credit to his bill. [redacted] was satisfied with this resolution. The balance on the account is $385.00. [redacted] advised he would pay $149.00 on 1/*/16. The remaining balance is due 1/**/15. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATION August 8, 2017 Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] Complaint # [redacted] Dear Ms. [redacted], We are writing in response to Ms. [redacted]’s response to her complaint. In Ms. [redacted]’s response she states we must refund her $16.99 shipping fee. Our return policy states in part: We'll gladly provide an exchange or refund your purchase price (excluding discounts, and any shipping and handling charges) for items returned in their original condition within 180 days after you receive them. For products returned in original condition within 60 days of your receipt, refunds will be made in your original form of payment equal to your original purchase price (excluding discounts, and any shipping and handling charges). Shipping and handling is nonrefundable. If Ms. [redacted] has any additional questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Friday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
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: The Verizon Notification email for Fios Order - [redacted] which I received on Jan. **, 2017 clearly shows the standard service rate for the DoublePlay bundle as $89.98 and $45 in discounts that are to be applied to the monthly service fees throughout the two term of the contract. Given that documentation supports the claim I respectfully request that Verizon honor the rate throughout the term of the contract.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her credit was temporarily increased when she did not ask for it. She states this affected her credit score. She would not like additional credit line increases on her Fingerhut Account. Per the Account Terms and Conditions to which Ms. [redacted] agreed to, “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Any reduction, increase, or other change to the account’s credit limit is the result of ongoing systematic monitoring of account activity data. This information may pertain to the customer’s Fingerhut Account as well as their credit history as a whole. Customers showing an overall strong performance with respect to credit may notice their WebBank/Fingerhut Advantage Credit Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer’s regular credit limit is given a permanent increase matching the amount of the order(s), to a rounded dollar figure. If no orders are placed within the applicable timeframe, the temporary increase expires and the regular credit limit is restored. Our records indicate a temporary increase of credit was issued on April 29, 2016 which brought Ms. [redacted]’s credit limit to $3,300. This offer was to expire on July 31, 2016. Ms. [redacted]’s credit account was frozen at $2,300 on May 23, 2016. At this time Ms. [redacted]’s current balance is $1,068.28. Her next payment of $59.99 is due by July 13, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/K
Our collections group left a voice mail on ###-###-#### for the customer and explained we sent her a refund to her account on 7/** and her bank sent confirmation of receipt on 9/2*. We left her our name and number if she needs to call back. Case closed.
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:
When I spoke to the Executive Relations agent on Feb. *, she agreed to return my programming to Prime (my bundle had erroneously been changed to Local without my permission) at $89.99 with a re-curing credit of $10.00 to bring it to the $79.99 triple rate which had been discussed. This $10 monthly credit for the two year contract is not documented in the business response you have asked me to review, therefore I cannot accept this complaint as resolved. The responsive also does not properly document the handling of the $120 prepaid [redacted] card, which was promised but never received (nor documented by their business staff). This response should be revised to document that the Executive Relations Agent has resolved this issue by placing a $120 credit on my account. Once the response is revised to reflect the $10 monthly credit for the duration of the two years, I will be able to say the issue has been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Subsequent to receipt of the rebuttal complaint, I spoke with [redacted] on May **, 2016 regarding the payments alleged to have been made through her bank to her Verizon landline account. I asked [redacted] for the disputed payment amounts and date each was paid. [redacted] provided advised payments of $264 and two (2) separate $27.01 payments were paid February *, 2016, March *, 2016 and April **, 2016, respectively. I subsequently forwarded this information to our Financial Services Department for further investigation. Financial Services advised that all of these payments were made from [redacted]’s Direct Home Banking to Verizon Wireless. I was also advised that an $86 payment originally paid to Verizon Wireless was transferred to her landline account May **, 2016. Today, June *, 2016, I contacted [redacted] and provided her with this information. [redacted] was appreciative of the call and information and advised she would later check with her bank.
A Verizon representative spoke with [redacted] in regards to this inquiry. We confirmed that the account is being corrected by an manual adjustment monthly after the bill is generates. We confirmed the ending date of her contract to be August **, 2016. [redacted] does...
also have the direct number of the account specialist handling this inquiry should she need to contact us back.
I am rejecting this response because:Several reasons, if the first option is to leave a voice message why the agent did not say so the first time instead of I will let you talk to one. Second agent said we automatically transfer customer to voice mail. Still poor customer service when all they had to say if we can not find a manager will you like to leave a message and I would be better prepared. I have over 20 years in customer service and this is not it. On the blue sheet you are in reverence to about the over size or bulky items, it says it MAY be some charges to deliver (all items may have charges). It still doesn't say anything about not using the coupon on the back of the sales book. On the coupon on the back of the book IF there were exceptions to the rule it should have said something in that same area ( most other coupons do). To me that is telling it applies to everything and if not then you are trying to cover something up like false advertisement like I said before. Last but not least, you are not really offering anything different or helping with the confusion. Because of wrong info in the book can you possible offer a special discount or percentage off? This is customer service if you want happy customers or returning customer. Make advertisement a little more understanding and clear for future sales. Try to look from customer side of picture and not just back your agents up not knowing the whole story.
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:
I received numerous phone messages from Verizon with no information provided, but three of them asked me to call back. I returned the call on two of them, and was planning on returning the most recent call today or tomorrow (if we can communicate here on Revdex.com, it would be easier, so at this point, I may not return the 3rd call). Both attempts I made to call the number back resulted in an answering machine only. I work * days a week, most days over 12 hours. So, I can not answer the phone for significant portions of the day. As stated, I have tried to call back, but that has not been successful.Your statement that I was notified about the sports fee does not address my concern. My concern is that I have absolutely no interest in sports, and never signed up for any sports package. If I need to pay a fee to receive sports content, I authorize Verizon to remove all sports-only channels from my contract. Also, merely stating that I was notified about a new fee does not address the fact that my fees increased by over 3*.8% from one month to the next under the same contract. Slight fluctuations in fees and taxes are one thing, but a 3*.8% increase is completely unreasonable. I suppose you could charge me $100,000 in new fees next month, and I would be legally obliged to pay it?As far as contacting [redacted] about the e-mail issues, as stated previously, I already did so. They started by dodging the question, and ended up ignoring my response. I understand that Verizon owns [redacted], and I pay Verizon, not [redacted]. Therefore, I am directing my issues to Verizon. When I signed up for Fios 10+ years ago, the agent that signed me up stated that e-mail was included. So, since [redacted] was unable/unwilling to provide a response, I expect an answer from Verizon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I received an email from Rita J. from Verizon Executive Relations Team at ###-###-####. I spoke with her about my problem. She told me she emailed an account specialist about my situation. Se said they would call me to take care of this matter. I haven't herd from them since. This is the same [redacted] I've been putting up with for years. I was turned down for a home loan due to the negative reports from Verizon on my credit. At this point I feel I do not owe them anything, and feel I should be compensated for my loss. I have sought legal advice and already have a plan of action if this isn't resolved here. It's childish for grown people to play games trying to ruin a life. I don't understand why they won't accept my payment while they have me on the phone instead of a lie that they will call me back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION April 17, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s complaint, he states he never authorized the pull of his credit report for pre-screening. Mr. [redacted] states we have hurt his credit report due to this, and that he has opted out and has made many attempts to contact us. Mr. [redacted] would like the pre-screened offers to stop. After reviewing Mr. [redacted]’s account, we can confirm an inquiry was completed on his credit bureau report. The inquiry Mr. [redacted] is referring to is a “prescreen inquiry” which is generated when we are reviewing opportunities to make an offer for credit to a prospective customer, such as Mr. [redacted]. This type of inquiry will stay on Mr. [redacted]’s credit file for 12 months, but does not affect his credit score, as it is considered a promotional inquiry only. In regards to Mr. [redacted] stating he has opted out, please be advised that we do adhere to the regulations that would prevent us from submitting a pre-screen inquiry on Mr. [redacted]’s credit bureau report if he had opted out before we submitted the inquiry. If Mr. [redacted] has not yet opted out of such inquiries, he may do so by contacting the credit reporting agencies at 1-888-5OPT-OUT. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
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] states that when she attempted to use the Earth Day Promotion code for 20% off site wide she was not able to apply the promotional code to item SB064 - Master Craft Pressure Washer and the Master Craft Pressure Washer was not listed as an item that was excluded from the promotion. Ms. [redacted] states when she was disconnected numerous times after waiting for long periods of time when using the online chat service and wasn’t properly assisted when she called 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. Our research has validated that the Master Craft 2700 PSI Gas Pressure Washer SB064 was eligible for the Earth Day promotion code. After troubleshooting the offer with this specific product, we were able to reproduce the promotional discount issue. If Ms. [redacted] still wishes to order this product, she may call our Executive Care Team at ###-###-#### and request to speak with Jessica. We will then place the order for the gas pressure washer with a discount of 25 percent. Thank you for bringing this to our attention. Sincerely, Vi [redacted] Executive Care Team VF/jm
2016 ...⇄ Revdex.com of Minnesota Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: 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.The account Ms. [redacted] is referring to does not reflect that she is the account-holder. In the interest of customer confidentiality, we will send a response directly to the customer.Thank you for allowing us to explain.Sincerely,Vi [redacted]Executive Care TeamVF/jm
CONFIDENTIAL COMMUNICATION March 13, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a Webank/Fingerhut credit account. Ms. [redacted] states she had a Fingerhut credit accounts several years ago. Ms. [redacted] states Fingerhut will not speak to her or respond to letters she has sent over the years. Ms. [redacted] states she does not owe Fingerhut money, yet they are reporting negatively on her credit report. Ms. [redacted] would like to speak to someone about removing the remarks from her credit report. Based on our research, Fingerhut responded to Ms. [redacted]’ direct disputes on September 30, 2016 and November 9, 2016. Fingerhut also responded to Ms. [redacted]’ credit bureau disputes on April 7 and 8, 2015; June 1, 2015; June 14 and 22, 2016; September 21 and 22, 2016; and March 8, 2017. In addition, Ms. [redacted] received monthly billing statements and collection letters. We were unable to locate any record of Ms. [redacted] contacting Fingerhut in which the agent refused to speak with her. According to our records, an application for credit with Fingerhut was processed online December 22, 2013. The name and address on the application is the same one provided when contacting us regarding this issue. At the time of the online application, customers are required to check a box that read: “Yes, I understand that I am providing authorization for WebBank to obtain information from my credit report in order to confirm my identity.” The first order was placed on December 22, 2013 for an ASUS MeMO Pad 16GB 10.1" Full HD Tablet. A second order was placed on February 27, 2014 for JVC DJ Style Headphones with a 2 Year Service Plan. Both orders were shipped via SmartPost to Ms. [redacted]’ address on Lodgehill Road. Fingerhut received payments processed with a MasterCard debit ending in 2890 in the name [redacted]. The last payment for $58.98 was received on February 9, 2014. As no additional payments were received, the account charged off with an unpaid balance of $562.06 on October 5, 2014 and the account was sold to Jefferson Capital on October 31, 2014. Fingerhut is no longer collecting on this debt. According to an account review on March 8, 2017, Equifax, Experian and Trans Union are reporting accurately as Transfer/Sold or Purchased by Another Lender with a zero balance. 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 your 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 questions about what Jefferson Capital may be reporting, please contact them directly ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Kari [redacted] Executive Care Team KD/lg CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of Minnesota �...⇄ Attn: Ms. [redacted]220 S. River Ridge CircleBurnsville, 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 a Webank/Gettington credit account. Ms. [redacted] states she had a Gettington credit account several years ago. Ms. [redacted] states Gettington will not speak to her or respond to letters she has sent over the years. Ms. [redacted] states she does not owe Gettington any money, yet they are reporting negatively on her credit report. Ms. [redacted] would like to speak to someone about removing the remarks from her credit report. Based on our research, Gettington responded to direct disputes from Ms. [redacted] on September 30, 2016 and November 9, 2016. Gettington also responded to Ms. [redacted]’ credit bureau disputes on April 9, 2015; June 1, 2015; June 13 and 24, 2016; July 15, 2016; October 26 and 27, 2016; and November 1, 2016. In addition, Ms. [redacted] received monthly billing statements and collection letters. We were unable to locate any record of Ms. [redacted] contacting Gettington in which an agent refused to speak with her. According to our records, an application for credit with Fingerhut was processed online November 14, 2013. The name and address on the application is the same one provided when contacting us regarding this issue. At the time of the online application, customers are required to check a box that read: “Yes, I understand that I am providing authorization for WebBank to obtain information from my credit report in order to confirm my identity.” The first order was placed on December 22, 2013 for a Conair Pro Style 1875W Hard Hat Dryer with a 2 Year Service Plan. A second order was placed on April 6, 2014 for a Magic Bullet Express Blender with a 2 Year Service Plan. Both orders were shipped via UPS and SmartPost to Ms. [redacted]’ address on Lodgehill Road. Fingerhut received payments processed with a MasterCard debit card ending in 2890 in the name [redacted]. Additional payments were processed with a Visa debit card ending in 4438 in the name [redacted]. The last payment for $30.00 was received on March 31, 2014. As no additional payments were received, the unpaid balance of $226.72 charged off on October 24, 2014 and the account was sold to Jefferson Capital on November 28, 2014. Gettington is no longer collecting on this debt. According to an account review on March 8, 2017, Equifax, Experian and Trans Union are reporting accurately as Transfer/Sold or Purchased by Another Lender with a zero balance. 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 your 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 any additional questions or concerns, Jefferson Capital may be reached directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted]Executive Care Team KD/lg
Investigation determined we were notified to remove theLifeline discount from the account due to failure to recertify. The customerdid reapply but we were not able to read the copies of the Benefit card or IDprovided with the application as proof of eligibility. We need to provide informationfrom...
these documents in order to verify eligibility for the discount in theNational Lifeline Database. We therefore had to deny the discount. We contactedthe customer to explain reason for denial and asked customer to pleasereapply. We understand the customer is not satisfied with thisresponse, but we have to adhere to the process in order to get the discountreinstated.
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]
P.S. Verizon found and returned my deposit. ...
(**)
CONFIDENTIAL COMMUNICATION May 24, 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 Fingerhut processed a payment for $206.00 on May 15, 2016 without her authorization. Ms. [redacted] further states she called Fingerhut on May 16, 2016 to inquire about the payment, but was not able to get any details. Ms. [redacted] is requesting a refund for $206.00 and an explanation of who authorized the $206.00 payment to process on May 15, 2016. According to our records, Ms. [redacted] called Fingerhut on April 29, 2016 to make a same day payment for $200.00 with an American Express Card. Ms. [redacted] provided the new card information and agreed to the payment authorization read by the agent. After carefully reviewing the call recording dated April 29, 2016, we can verify that Ms. [redacted] authorized two additional future payments for $206.00; one on May 15, 2016 and the second on May 31, 2016. The payment scripting was read by the agent and Ms. [redacted] gave her verbal authorization to schedule the payments. A letter confirming the two scheduled payments was mailed to Ms. [redacted] on May 3, 2016. The payment for $206.00 processed successfully and brought Ms. [redacted]’ account current. There are no remaining payments scheduled and the American Express card used for the payment in question has been disabled. Fingerhut is unable to honor Ms. [redacted]’ request for a refund because she gave verbal authorization to schedule the payment. Ms. [redacted] may contact her bank if she chooses to request a payment reversal. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg [redacted]
Verizon strives to make every customer's experience when contacting the company a positive one. We regret that we did not meet our, or [redacted]'s expectations in this case. We did not contact [redacted] as requested in this complaint.
Records indicate the customer placed a disconnect order on August *, 2015 under order number [redacted]. Billing history: May **, 2015 billing statement reflects charges $320.02. The customer remitted payment of $320.02 on June *, 2015. June **, 2015 billing statement reflects...
charges of $160.01 with no payment remitted. July **, 2015 billing statement reflects past due charges of $160.01 and new charges $165.67 with no payment remitted. August **, 2015 billing statement reflects past due charges of $325.68 with disconnect credits of $116.88; resulting in end balance due of $208.80. Verizon mailed duplicate invoices for billing periods May **, 2015 through October **, 2015 for the customer’s review. Balance owed of $208.80 is valid and sustained.
On 1/*/15, Verizon Appeals Billing representative spoke with [redacted], apologized that he was told he wouldn't have a bill to pay until January. The representative explained that Verizon starts billing for service the day service is installed. [redacted] said he had been advised by a Door to...
Door representative that he would not have to pay any charges until January 2016 for service. He is upset that he has two bills to pay and is now and thinking of cancelling service. To satisfy the representative issued the customer a one time $100.00 credit to his bill. [redacted] was satisfied with this resolution. The balance on the account is $385.00. [redacted] advised he would pay $149.00 on 1/*/16. The remaining balance is due 1/**/15. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATION August 8, 2017 Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] Complaint # [redacted] Dear Ms. [redacted], We are writing in response to Ms. [redacted]’s response to her complaint. In Ms. [redacted]’s response she states we must refund her $16.99 shipping fee. Our return policy states in part: We'll gladly provide an exchange or refund your purchase price (excluding discounts, and any shipping and handling charges) for items returned in their original condition within 180 days after you receive them. For products returned in original condition within 60 days of your receipt, refunds will be made in your original form of payment equal to your original purchase price (excluding discounts, and any shipping and handling charges). Shipping and handling is nonrefundable. If Ms. [redacted] has any additional questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Friday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
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: The Verizon Notification email for Fios Order - [redacted] which I received on Jan. **, 2017 clearly shows the standard service rate for the DoublePlay bundle as $89.98 and $45 in discounts that are to be applied to the monthly service fees throughout the two term of the contract. Given that documentation supports the claim I respectfully request that Verizon honor the rate throughout the term of the contract.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 30,...
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] states her credit was temporarily increased when she did not ask for it. She states this affected her credit score. She would not like additional credit line increases on her Fingerhut Account. Per the Account Terms and Conditions to which Ms. [redacted] agreed to, “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Any reduction, increase, or other change to the account’s credit limit is the result of ongoing systematic monitoring of account activity data. This information may pertain to the customer’s Fingerhut Account as well as their credit history as a whole. Customers showing an overall strong performance with respect to credit may notice their WebBank/Fingerhut Advantage Credit Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer’s regular credit limit is given a permanent increase matching the amount of the order(s), to a rounded dollar figure. If no orders are placed within the applicable timeframe, the temporary increase expires and the regular credit limit is restored. Our records indicate a temporary increase of credit was issued on April 29, 2016 which brought Ms. [redacted]’s credit limit to $3,300. This offer was to expire on July 31, 2016. Ms. [redacted]’s credit account was frozen at $2,300 on May 23, 2016. At this time Ms. [redacted]’s current balance is $1,068.28. Her next payment of $59.99 is due by July 13, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/K
Our collections group left a voice mail on ###-###-#### for the customer and explained we sent her a refund to her account on 7/** and her bank sent confirmation of receipt on 9/2*. We left her our name and number if she needs to call back. Case closed.
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:
When I spoke to the Executive Relations agent on Feb. *, she agreed to return my programming to Prime (my bundle had erroneously been changed to Local without my permission) at $89.99 with a re-curing credit of $10.00 to bring it to the $79.99 triple rate which had been discussed. This $10 monthly credit for the two year contract is not documented in the business response you have asked me to review, therefore I cannot accept this complaint as resolved. The responsive also does not properly document the handling of the $120 prepaid [redacted] card, which was promised but never received (nor documented by their business staff). This response should be revised to document that the Executive Relations Agent has resolved this issue by placing a $120 credit on my account. Once the response is revised to reflect the $10 monthly credit for the duration of the two years, I will be able to say the issue has been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Subsequent to receipt of the rebuttal complaint, I spoke with [redacted] on May **, 2016 regarding the payments alleged to have been made through her bank to her Verizon landline account. I asked [redacted] for the disputed payment amounts and date each was paid. [redacted] provided advised payments of $264 and two (2) separate $27.01 payments were paid February *, 2016, March *, 2016 and April **, 2016, respectively. I subsequently forwarded this information to our Financial Services Department for further investigation. Financial Services advised that all of these payments were made from [redacted]’s Direct Home Banking to Verizon Wireless. I was also advised that an $86 payment originally paid to Verizon Wireless was transferred to her landline account May **, 2016. Today, June *, 2016, I contacted [redacted] and provided her with this information. [redacted] was appreciative of the call and information and advised she would later check with her bank.
A Verizon representative spoke with [redacted] in regards to this inquiry. We confirmed that the account is being corrected by an manual adjustment monthly after the bill is generates. We confirmed the ending date of her contract to be August **, 2016. [redacted] does...
also have the direct number of the account specialist handling this inquiry should she need to contact us back.
I am rejecting this response because:Several reasons, if the first option is to leave a voice message why the agent did not say so the first time instead of I will let you talk to one. Second agent said we automatically transfer customer to voice mail. Still poor customer service when all they had to say if we can not find a manager will you like to leave a message and I would be better prepared. I have over 20 years in customer service and this is not it. On the blue sheet you are in reverence to about the over size or bulky items, it says it MAY be some charges to deliver (all items may have charges). It still doesn't say anything about not using the coupon on the back of the sales book. On the coupon on the back of the book IF there were exceptions to the rule it should have said something in that same area ( most other coupons do). To me that is telling it applies to everything and if not then you are trying to cover something up like false advertisement like I said before. Last but not least, you are not really offering anything different or helping with the confusion. Because of wrong info in the book can you possible offer a special discount or percentage off? This is customer service if you want happy customers or returning customer. Make advertisement a little more understanding and clear for future sales. Try to look from customer side of picture and not just back your agents up not knowing the whole story.
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:
I received numerous phone messages from Verizon with no information provided, but three of them asked me to call back. I returned the call on two of them, and was planning on returning the most recent call today or tomorrow (if we can communicate here on Revdex.com, it would be easier, so at this point, I may not return the 3rd call). Both attempts I made to call the number back resulted in an answering machine only. I work * days a week, most days over 12 hours. So, I can not answer the phone for significant portions of the day. As stated, I have tried to call back, but that has not been successful.Your statement that I was notified about the sports fee does not address my concern. My concern is that I have absolutely no interest in sports, and never signed up for any sports package. If I need to pay a fee to receive sports content, I authorize Verizon to remove all sports-only channels from my contract. Also, merely stating that I was notified about a new fee does not address the fact that my fees increased by over 3*.8% from one month to the next under the same contract. Slight fluctuations in fees and taxes are one thing, but a 3*.8% increase is completely unreasonable. I suppose you could charge me $100,000 in new fees next month, and I would be legally obliged to pay it?As far as contacting [redacted] about the e-mail issues, as stated previously, I already did so. They started by dodging the question, and ended up ignoring my response. I understand that Verizon owns [redacted], and I pay Verizon, not [redacted]. Therefore, I am directing my issues to Verizon. When I signed up for Fios 10+ years ago, the agent that signed me up stated that e-mail was included. So, since [redacted] was unable/unwilling to provide a response, I expect an answer from Verizon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I received an email from Rita J. from Verizon Executive Relations Team at ###-###-####. I spoke with her about my problem. She told me she emailed an account specialist about my situation. Se said they would call me to take care of this matter. I haven't herd from them since. This is the same [redacted] I've been putting up with for years. I was turned down for a home loan due to the negative reports from Verizon on my credit. At this point I feel I do not owe them anything, and feel I should be compensated for my loss. I have sought legal advice and already have a plan of action if this isn't resolved here. It's childish for grown people to play games trying to ruin a life. I don't understand why they won't accept my payment while they have me on the phone instead of a lie that they will call me back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION April 17, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s complaint, he states he never authorized the pull of his credit report for pre-screening. Mr. [redacted] states we have hurt his credit report due to this, and that he has opted out and has made many attempts to contact us. Mr. [redacted] would like the pre-screened offers to stop. After reviewing Mr. [redacted]’s account, we can confirm an inquiry was completed on his credit bureau report. The inquiry Mr. [redacted] is referring to is a “prescreen inquiry” which is generated when we are reviewing opportunities to make an offer for credit to a prospective customer, such as Mr. [redacted]. This type of inquiry will stay on Mr. [redacted]’s credit file for 12 months, but does not affect his credit score, as it is considered a promotional inquiry only. In regards to Mr. [redacted] stating he has opted out, please be advised that we do adhere to the regulations that would prevent us from submitting a pre-screen inquiry on Mr. [redacted]’s credit bureau report if he had opted out before we submitted the inquiry. If Mr. [redacted] has not yet opted out of such inquiries, he may do so by contacting the credit reporting agencies at 1-888-5OPT-OUT. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION May 5,...
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] states that when she attempted to use the Earth Day Promotion code for 20% off site wide she was not able to apply the promotional code to item SB064 - Master Craft Pressure Washer and the Master Craft Pressure Washer was not listed as an item that was excluded from the promotion. Ms. [redacted] states when she was disconnected numerous times after waiting for long periods of time when using the online chat service and wasn’t properly assisted when she called 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. Our research has validated that the Master Craft 2700 PSI Gas Pressure Washer SB064 was eligible for the Earth Day promotion code. After troubleshooting the offer with this specific product, we were able to reproduce the promotional discount issue. If Ms. [redacted] still wishes to order this product, she may call our Executive Care Team at ###-###-#### and request to speak with Jessica. We will then place the order for the gas pressure washer with a discount of 25 percent. Thank you for bringing this to our attention. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATIONApril 28,...
2016 ...⇄ Revdex.com of Minnesota Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: 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.The account Ms. [redacted] is referring to does not reflect that she is the account-holder. In the interest of customer confidentiality, we will send a response directly to the customer.Thank you for allowing us to explain.Sincerely,Vi [redacted]Executive Care TeamVF/jm
CONFIDENTIAL COMMUNICATION March 13, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a Webank/Fingerhut credit account. Ms. [redacted] states she had a Fingerhut credit accounts several years ago. Ms. [redacted] states Fingerhut will not speak to her or respond to letters she has sent over the years. Ms. [redacted] states she does not owe Fingerhut money, yet they are reporting negatively on her credit report. Ms. [redacted] would like to speak to someone about removing the remarks from her credit report. Based on our research, Fingerhut responded to Ms. [redacted]’ direct disputes on September 30, 2016 and November 9, 2016. Fingerhut also responded to Ms. [redacted]’ credit bureau disputes on April 7 and 8, 2015; June 1, 2015; June 14 and 22, 2016; September 21 and 22, 2016; and March 8, 2017. In addition, Ms. [redacted] received monthly billing statements and collection letters. We were unable to locate any record of Ms. [redacted] contacting Fingerhut in which the agent refused to speak with her. According to our records, an application for credit with Fingerhut was processed online December 22, 2013. The name and address on the application is the same one provided when contacting us regarding this issue. At the time of the online application, customers are required to check a box that read: “Yes, I understand that I am providing authorization for WebBank to obtain information from my credit report in order to confirm my identity.” The first order was placed on December 22, 2013 for an ASUS MeMO Pad 16GB 10.1" Full HD Tablet. A second order was placed on February 27, 2014 for JVC DJ Style Headphones with a 2 Year Service Plan. Both orders were shipped via SmartPost to Ms. [redacted]’ address on Lodgehill Road. Fingerhut received payments processed with a MasterCard debit ending in 2890 in the name [redacted]. The last payment for $58.98 was received on February 9, 2014. As no additional payments were received, the account charged off with an unpaid balance of $562.06 on October 5, 2014 and the account was sold to Jefferson Capital on October 31, 2014. Fingerhut is no longer collecting on this debt. According to an account review on March 8, 2017, Equifax, Experian and Trans Union are reporting accurately as Transfer/Sold or Purchased by Another Lender with a zero balance. 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 your 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 questions about what Jefferson Capital may be reporting, please contact them directly ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Kari [redacted] Executive Care Team KD/lg CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of Minnesota �...⇄ Attn: Ms. [redacted]220 S. River Ridge CircleBurnsville, 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 a Webank/Gettington credit account. Ms. [redacted] states she had a Gettington credit account several years ago. Ms. [redacted] states Gettington will not speak to her or respond to letters she has sent over the years. Ms. [redacted] states she does not owe Gettington any money, yet they are reporting negatively on her credit report. Ms. [redacted] would like to speak to someone about removing the remarks from her credit report. Based on our research, Gettington responded to direct disputes from Ms. [redacted] on September 30, 2016 and November 9, 2016. Gettington also responded to Ms. [redacted]’ credit bureau disputes on April 9, 2015; June 1, 2015; June 13 and 24, 2016; July 15, 2016; October 26 and 27, 2016; and November 1, 2016. In addition, Ms. [redacted] received monthly billing statements and collection letters. We were unable to locate any record of Ms. [redacted] contacting Gettington in which an agent refused to speak with her. According to our records, an application for credit with Fingerhut was processed online November 14, 2013. The name and address on the application is the same one provided when contacting us regarding this issue. At the time of the online application, customers are required to check a box that read: “Yes, I understand that I am providing authorization for WebBank to obtain information from my credit report in order to confirm my identity.” The first order was placed on December 22, 2013 for a Conair Pro Style 1875W Hard Hat Dryer with a 2 Year Service Plan. A second order was placed on April 6, 2014 for a Magic Bullet Express Blender with a 2 Year Service Plan. Both orders were shipped via UPS and SmartPost to Ms. [redacted]’ address on Lodgehill Road. Fingerhut received payments processed with a MasterCard debit card ending in 2890 in the name [redacted]. Additional payments were processed with a Visa debit card ending in 4438 in the name [redacted]. The last payment for $30.00 was received on March 31, 2014. As no additional payments were received, the unpaid balance of $226.72 charged off on October 24, 2014 and the account was sold to Jefferson Capital on November 28, 2014. Gettington is no longer collecting on this debt. According to an account review on March 8, 2017, Equifax, Experian and Trans Union are reporting accurately as Transfer/Sold or Purchased by Another Lender with a zero balance. 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 your 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 any additional questions or concerns, Jefferson Capital may be reached directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted]Executive Care Team KD/lg