After reviewing the account notes and original SOC for the internet speed change, It was determined that the customer was offered 75/75 for $34.99 2 years. I issued order 3 to add appropriate discounts to reflect that rate. SOC emailed to the customer.
an earlier email to the Revdex.com on which I enclosed the records I have from me to Fingerhut. They are totally lying about not having records of me talking to them or sending letters to the company. I am for the second time enclosed the copy of some of the documents I have.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:
Obfuscation and prevarication.
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:
They refused to work anything out with me. Verizon wants full payment to restore my services which at this time I can't afford so I am taking my business somewhere else. I will pay what I owe to verizon in hopes that I won't deal with them anymore.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/08/10) */
CONFIDENTIAL COMMUNICATION
August 10, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We sincerely apologize for any difficulty Mr. [redacted] experienced as a result of the issue outlined in the inquiry.
Our investigation confirms that Mr. [redacted] placed an order on July 4, 2015 for a MasterCraft Convertible Electric Trimmer & Edger and two (2) packages of Heat and Drought Grass Seed. The total cost of the order was $222.42. Mr. [redacted] paid this order in full with the $222.42 payment he made on July 14, 2015.
On July 16, 2015, he placed a new order for a Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen. Because the total cost exceeded Mr. [redacted]'s credit limit, he paid the overage of $130 with a credit card. It was shipped the next day on July 17, 2015.
On the same date, our Credit Risk Department attempted to cancel the order for the stereo, but could not stop it in time. A request was made to the shipping carrier, United Parcel Service (UPS), to have the stereo returned to sender. UPS received our notification on July 20, 2015 and proceeded to send it back to us.
The Credit Risk Department policy is such that when a customer is in the status category of "new" and makes a large payment of $100 or more, they will put a hold on the account for 14 days. This is a precautionary measure to ensure that the large payment clears the bank. If there is a new order that exceeds the credit limit while this hold is in effect, they will cancel the order or request the return of the package if it has already been shipped.
This was the case with Mr. [redacted]'s order as it met all of the above criteria (despite his credit card payment covering the amount exceeding his credit limit).
Mr. [redacted] received full credit for the stereo, including the Express shipping/handling charge, when it was returned to us on July 28, 2015. On the same date, an electronic refund of $130 was issued back to his MasterCard ending '3140'. This should have already posted as a credit back to his card; if not, he should allow a few more days for it to process.
Our records indicate that a Credit Risk agent advised Mr. [redacted] by phone of these reasons for the intercepted package on July 23, 2015.
While we understand this process may be a frustrating inconvenience to our customers, it remains a necessary service and precaution that is intended for their protection, as well as our own. We again apologize for any inconvenience this may have caused Mr. [redacted].
As the payment Mr. [redacted] made on his account cleared, the hold has been removed. Mr. [redacted] is now able to repurchase the Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen should he wish to.
Thank you for the opportunity to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */
Initial Business Response /* (1000, 5, 2015/06/01) */
CONFIDENTIAL COMMUNICATION
May 28, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted], [redacted]
Dear Ms. [redacted],
I...
am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any confusion caused by his scheduled payments. I have thoroughly reviewed Mr. [redacted]'s account and offer the following information.
Our records indicate Mr. [redacted] set up scheduled payments via Fingerhut website on October 13, 2013 for six months, each to be in the amount of the minimum due on his account. This payment schedule was declined, meaning no payments were deducted.
On February 13, 2014 Mr. [redacted] set up scheduled payments through the Fingerhut website for 12 months, each to be in the amount of the minimum due. One payment of $19.99 was deducted on February 13, 2014. No further payments were deducted due to insufficient funds. This caused the payment schedule to be declined.
In review of Mr. [redacted]'s account, no further payments were made until a June 15, 2014 payment in the amount of $53.97. Mr. [redacted]'s account indicates he set up scheduled payments via the Fingerhut website on June 15, 2014 with an end date of April 15, 2015, each payment to be in the amount of the minimum due.
Mr. [redacted] account indicates he set up scheduled payments on May 20, 2015 through the Fingerhut website for the minimum due to come out each month until September 15, 2098.
No adjustments will be made to Ms. [redacted]'s account his balance is $386.53 with a minimum of $59.98 due on June 15, 2015.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
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:
While there was an attempt at repair of the lawn, it is still unsightly and probably will be until fall. I paid for the repair of the electronic fence. A receipt was given to the contact. He has removed the flags that determine where they dig from my lawn, but the cable still is stretched over my lawn, making it more difficult to mow my lawn without hitting the cable.
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:
We are still working with Verizon on the billing portion. We have to wait until we receive the bill for August to make sure everything is correct. Therefore, all the issues have not been fully resolved yet. I was on the phone again this morning 7/**/2015 with Linda B[redacted] at the Executive Relations office for 45 minutes trying to get everything worked out. But it will still take us until the end of August to make sure that everything is correct. Until then I am considering this an open complaint because all the issues have not been fully resolved yet.
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:
Verizon did not honor the original contract as given to us by their sales representative. This is a blatant bait and switch by their company. Now we are in a contract that was NOT quoted
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:
Verizon has once contacted me as part of my previous inquiries before Revdex.com filing, and rejected my claim. THEN the corporate office called me, left a message, regarding the Revdex.com filing. I called back 5 times!! and EVERY time I got the typical Verizon runaround with voicemail menus. Starting around 12/** I returned calls from Dorita J[redacted] and every call said "[redacted]" Then when I try the main menu it just keeps saying to return to mailboxes. So, in summary, neither the original remedy promised by Verizon, nor this Revdex.com filing has resulted in anything but more emails.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised, Verizon records reflect a trouble ticket - [redacted] was created 12/**/16 advising of no dial tone. A technician was dispatched 12/**/16 and restored services having completed a rewire of the F1 cable pair. Verizon has made attempts to speak with the consumer since the...
technician dispatch. Unfortunately, Verizon has been unsuccessful to date. An email has been sent to the consumer to ensure no additional assistance is needed. We apologize for any inconvenience caused surrounding this matter.
Verizon spoke with the customer and confirmed the cancellation of his order. We also advised the customer that he will not be billed for the FiOS services that were not delivered. The required equipment return authorization has been issued and based upon the customer’s stated intent to return that...
equipment forthwith, he will not be billed unreturned equipment charges. An email confirming all action taken was provided to the customer. Verizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service. Verizon is experiencing technical difficulties with our ordering system to place the upgrade to the...
consumer’s account. Verizon’s technical support team is working to resolve the issue. Verizon will work directly with the consumer and will contact the consumer once the issue has been resolved with our technical support team. As a courtesy for the ongoing issue Verizon has issued the consumer a credit to their account for $238.50. The consumer has our contact information as well should they have any further concerns before the issue is resolved.
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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account provided by WebBank. We have included Terms & Conditions, Truth in Lending Agreement, account activity and the last three monthly statements. Mr. [redacted] states Fingerhut is adding late charges to his account. He further states he has contacted Fingerhut regarding his payments and that he has paid one month ahead. Mr. [redacted]’s desired resolution is to have the account corrected. Our records indicate that on December 7, 2015, an application for credit was processed with a representative using Mr. [redacted]’s name, address and social security number. That same day an order was placed with a representative for a Presto Tilt ’n Drain Big Griddle and an alcove Solid-Color Reversible Comforter - King. The merchandise was shipped December 14, 2015 via UPS to the same address as provided on the application. We have received a total of five payments on this account including the required $30.00 down payment. According to our research, Mr. [redacted] contacted Fingerhut on April 12, 2016 and he was informed that the payments received in February and March 2016 were less than the minimum amount due which resulted in two $14.90 late fees to be applied to his account. Our records indicate, Mr. [redacted] made a payment on April 19, 2016, for $16.00. Two late fees totaling 29.80 were credited as a courtesy on April 20, 2016. On April 20, 2016, Mr. [redacted]’s account is current with a remaining balance of $28.41. Mr. [redacted]’s next statement, which will be generated on May 7, 2016 will reflect his updated balance and minimum payment due. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
The customers 6/**/16, bill statement included a 30 Day Rate Increase Notification for High Speed Internet Customers. It advised "in order to continue to bring you quality service, at times we need to raise our rates. On or after 30 days from the date of this bill, the base monthly rate for...
your High Speed Internet (HSI) plan will increase by $7.00. If you would like to keep your current service as is, no action is required and any credits or discounts remain in effect until their original expiration date. If you have recently upgraded to a new HSI plan, you may disregard this notice. As always, if you would like to review your current services, please log into [redacted] or give us a call at [redacted]" The customer's 8/**/16, bill reflected the increase to $7.00. There is no contract tied to the account and the bundle rate is not locked in and is subject to increase. The charges have been sustained, and are valid. Verizon was unsuccessful on 5 attempts to reach the customer. The customer requested service disconnected 9/**/16, order [redacted] was issued terminating the Verizon service. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
Verizon spoke with the customer and confirmed that we have issued three days credit to correct the service termination date to 1/**/17. The account now shows a credit balance of $31.42. A revised final bill will generate on 3/**/17 and a refund check will follow. Verizon apologizes for the...
inconvenience the customer experience as a result of this matter.
CONFIDENTIAL COMMUNICATION April 11, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Based on our in depth review of Ms. [redacted]’s account, the last catalog Ms. [redacted] received that offered deferred payments was mailed to her in December 2015. The deferral offer from that catalog was for 3 months. Ms. [redacted] placed the order for the ladder on February 22, 2016. The offer for deferred payments is determined by the date the catalog is mailed not when the order is placed. The catalog mailed in December and the deferral expired in March. No catalog number was given at the time the order was placed. Please understand Customer Service is one of our top priorities. We advised Ms. [redacted] we would honor the deferral as a courtesy if Ms. [redacted] could provide us with the specific information needed for the deferral. Ms. [redacted]’s statement cycles every month on the 9th. The minimum payment that is required by the due date is reflected on her monthly billing statement. The minimum payment is calculated based on the balance on the account at the time the statement cycles. Our records indicate Ms. [redacted] is enrolled in e-statements. If Ms. [redacted] has any questions regarding the minimum payment due on her account or any other pertinent account information she may view her statement on-line by signing into her account on our website. On balances over $1400.00 the minimum payment is 5% of the overall account balance and may fluctuate based on credits, payments, returns, etc. As the overall balance decreases on the account the minimum monthly payment amount will also decrease. Since Ms. [redacted] did not allow the 24 hour timeframe needed to ensure the payment cancellation prior to making another payment, both payments were processed. As stated previously, as a courtesy to Ms. [redacted] we credited the fee for the returned check charge. It is our customer’s responsibility to ensure they are viewing their monthly billing statements and that the payment they are making satisfies at least the minimum payment that is required each month. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I was told that Verizon would contacted me within 24 hours after I spoke with the Executive Relations on Monday, 7/**/17, regarding the new discounted rate on my contract. However, after a whole week no one ever contact me yet. I am totally NOT satisfied in that matter. The issue still remain the same and the price in my account is still the wrong one, nothing changed.
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 disagree with the business response. My DVR still does not work and I am being charged for it per month due to I have a contract. The contract only is good towards Verizon. They can change a contract to benefit them. Here are my bills per month for the last four months.September 184.94 December 193.00October 173.47 January 189.82November 175.88 As you see Verizon is all over the board on my bill My contract states it should be 184.94. What else can I say Verizon is ripping me off.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
After reviewing the account notes and original SOC for the internet speed change, It was determined that the customer was offered 75/75 for $34.99 2 years. I issued order 3 to add appropriate discounts to reflect that rate. SOC emailed to the customer.
I am rejecting this response because:I send...
an earlier email to the Revdex.com on which I enclosed the records I have from me to Fingerhut. They are totally lying about not having records of me talking to them or sending letters to the company. I am for the second time enclosed the copy of some of the documents I have.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:
Obfuscation and prevarication.
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:
They refused to work anything out with me. Verizon wants full payment to restore my services which at this time I can't afford so I am taking my business somewhere else. I will pay what I owe to verizon in hopes that I won't deal with them anymore.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/08/10) */
CONFIDENTIAL COMMUNICATION
August 10, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We sincerely apologize for any difficulty Mr. [redacted] experienced as a result of the issue outlined in the inquiry.
Our investigation confirms that Mr. [redacted] placed an order on July 4, 2015 for a MasterCraft Convertible Electric Trimmer & Edger and two (2) packages of Heat and Drought Grass Seed. The total cost of the order was $222.42. Mr. [redacted] paid this order in full with the $222.42 payment he made on July 14, 2015.
On July 16, 2015, he placed a new order for a Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen. Because the total cost exceeded Mr. [redacted]'s credit limit, he paid the overage of $130 with a credit card. It was shipped the next day on July 17, 2015.
On the same date, our Credit Risk Department attempted to cancel the order for the stereo, but could not stop it in time. A request was made to the shipping carrier, United Parcel Service (UPS), to have the stereo returned to sender. UPS received our notification on July 20, 2015 and proceeded to send it back to us.
The Credit Risk Department policy is such that when a customer is in the status category of "new" and makes a large payment of $100 or more, they will put a hold on the account for 14 days. This is a precautionary measure to ensure that the large payment clears the bank. If there is a new order that exceeds the credit limit while this hold is in effect, they will cancel the order or request the return of the package if it has already been shipped.
This was the case with Mr. [redacted]'s order as it met all of the above criteria (despite his credit card payment covering the amount exceeding his credit limit).
Mr. [redacted] received full credit for the stereo, including the Express shipping/handling charge, when it was returned to us on July 28, 2015. On the same date, an electronic refund of $130 was issued back to his MasterCard ending '3140'. This should have already posted as a credit back to his card; if not, he should allow a few more days for it to process.
Our records indicate that a Credit Risk agent advised Mr. [redacted] by phone of these reasons for the intercepted package on July 23, 2015.
While we understand this process may be a frustrating inconvenience to our customers, it remains a necessary service and precaution that is intended for their protection, as well as our own. We again apologize for any inconvenience this may have caused Mr. [redacted].
As the payment Mr. [redacted] made on his account cleared, the hold has been removed. Mr. [redacted] is now able to repurchase the Boss DVD Bluetooth Car Stereo with 7-inch Touch Screen should he wish to.
Thank you for the opportunity to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */
Initial Business Response /* (1000, 5, 2015/06/01) */
CONFIDENTIAL COMMUNICATION
May 28, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted], [redacted]
Dear Ms. [redacted],
I...
am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any confusion caused by his scheduled payments. I have thoroughly reviewed Mr. [redacted]'s account and offer the following information.
Our records indicate Mr. [redacted] set up scheduled payments via Fingerhut website on October 13, 2013 for six months, each to be in the amount of the minimum due on his account. This payment schedule was declined, meaning no payments were deducted.
On February 13, 2014 Mr. [redacted] set up scheduled payments through the Fingerhut website for 12 months, each to be in the amount of the minimum due. One payment of $19.99 was deducted on February 13, 2014. No further payments were deducted due to insufficient funds. This caused the payment schedule to be declined.
In review of Mr. [redacted]'s account, no further payments were made until a June 15, 2014 payment in the amount of $53.97. Mr. [redacted]'s account indicates he set up scheduled payments via the Fingerhut website on June 15, 2014 with an end date of April 15, 2015, each payment to be in the amount of the minimum due.
Mr. [redacted] account indicates he set up scheduled payments on May 20, 2015 through the Fingerhut website for the minimum due to come out each month until September 15, 2098.
No adjustments will be made to Ms. [redacted]'s account his balance is $386.53 with a minimum of $59.98 due on June 15, 2015.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
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:
While there was an attempt at repair of the lawn, it is still unsightly and probably will be until fall. I paid for the repair of the electronic fence. A receipt was given to the contact. He has removed the flags that determine where they dig from my lawn, but the cable still is stretched over my lawn, making it more difficult to mow my lawn without hitting the cable.
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:
We are still working with Verizon on the billing portion. We have to wait until we receive the bill for August to make sure everything is correct. Therefore, all the issues have not been fully resolved yet. I was on the phone again this morning 7/**/2015 with Linda B[redacted] at the Executive Relations office for 45 minutes trying to get everything worked out. But it will still take us until the end of August to make sure that everything is correct. Until then I am considering this an open complaint because all the issues have not been fully resolved yet.
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:
Verizon did not honor the original contract as given to us by their sales representative. This is a blatant bait and switch by their company. Now we are in a contract that was NOT quoted
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:
Verizon has once contacted me as part of my previous inquiries before Revdex.com filing, and rejected my claim. THEN the corporate office called me, left a message, regarding the Revdex.com filing. I called back 5 times!! and EVERY time I got the typical Verizon runaround with voicemail menus. Starting around 12/** I returned calls from Dorita J[redacted] and every call said "[redacted]" Then when I try the main menu it just keeps saying to return to mailboxes. So, in summary, neither the original remedy promised by Verizon, nor this Revdex.com filing has resulted in anything but more emails.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Please be advised, Verizon records reflect a trouble ticket - [redacted] was created 12/**/16 advising of no dial tone. A technician was dispatched 12/**/16 and restored services having completed a rewire of the F1 cable pair. Verizon has made attempts to speak with the consumer since the...
technician dispatch. Unfortunately, Verizon has been unsuccessful to date. An email has been sent to the consumer to ensure no additional assistance is needed. We apologize for any inconvenience caused surrounding this matter.
Verizon spoke with the customer and confirmed the cancellation of his order. We also advised the customer that he will not be billed for the FiOS services that were not delivered. The required equipment return authorization has been issued and based upon the customer’s stated intent to return that...
equipment forthwith, he will not be billed unreturned equipment charges. An email confirming all action taken was provided to the customer. Verizon apologizes for the poor service and inconvenience that the customer experienced as a result of this matter.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding upgrading their account to the FiOS Giga Bit Internet Service. Verizon is experiencing technical difficulties with our ordering system to place the upgrade to the...
consumer’s account. Verizon’s technical support team is working to resolve the issue. Verizon will work directly with the consumer and will contact the consumer once the issue has been resolved with our technical support team. As a courtesy for the ongoing issue Verizon has issued the consumer a credit to their account for $238.50. The consumer has our contact information as well should they have any further concerns before the issue is resolved.
April 22, 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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account provided by WebBank. We have included Terms & Conditions, Truth in Lending Agreement, account activity and the last three monthly statements. Mr. [redacted] states Fingerhut is adding late charges to his account. He further states he has contacted Fingerhut regarding his payments and that he has paid one month ahead. Mr. [redacted]’s desired resolution is to have the account corrected. Our records indicate that on December 7, 2015, an application for credit was processed with a representative using Mr. [redacted]’s name, address and social security number. That same day an order was placed with a representative for a Presto Tilt ’n Drain Big Griddle and an alcove Solid-Color Reversible Comforter - King. The merchandise was shipped December 14, 2015 via UPS to the same address as provided on the application. We have received a total of five payments on this account including the required $30.00 down payment. According to our research, Mr. [redacted] contacted Fingerhut on April 12, 2016 and he was informed that the payments received in February and March 2016 were less than the minimum amount due which resulted in two $14.90 late fees to be applied to his account. Our records indicate, Mr. [redacted] made a payment on April 19, 2016, for $16.00. Two late fees totaling 29.80 were credited as a courtesy on April 20, 2016. On April 20, 2016, Mr. [redacted]’s account is current with a remaining balance of $28.41. Mr. [redacted]’s next statement, which will be generated on May 7, 2016 will reflect his updated balance and minimum payment due. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
The customers 6/**/16, bill statement included a 30 Day Rate Increase Notification for High Speed Internet Customers. It advised "in order to continue to bring you quality service, at times we need to raise our rates. On or after 30 days from the date of this bill, the base monthly rate for...
your High Speed Internet (HSI) plan will increase by $7.00. If you would like to keep your current service as is, no action is required and any credits or discounts remain in effect until their original expiration date. If you have recently upgraded to a new HSI plan, you may disregard this notice. As always, if you would like to review your current services, please log into [redacted] or give us a call at [redacted]" The customer's 8/**/16, bill reflected the increase to $7.00. There is no contract tied to the account and the bundle rate is not locked in and is subject to increase. The charges have been sustained, and are valid. Verizon was unsuccessful on 5 attempts to reach the customer. The customer requested service disconnected 9/**/16, order [redacted] was issued terminating the Verizon service. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
Verizon spoke with the customer and confirmed that we have issued three days credit to correct the service termination date to 1/**/17. The account now shows a credit balance of $31.42. A revised final bill will generate on 3/**/17 and a refund check will follow. Verizon apologizes for the...
inconvenience the customer experience as a result of this matter.
CONFIDENTIAL COMMUNICATION April 11, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Based on our in depth review of Ms. [redacted]’s account, the last catalog Ms. [redacted] received that offered deferred payments was mailed to her in December 2015. The deferral offer from that catalog was for 3 months. Ms. [redacted] placed the order for the ladder on February 22, 2016. The offer for deferred payments is determined by the date the catalog is mailed not when the order is placed. The catalog mailed in December and the deferral expired in March. No catalog number was given at the time the order was placed. Please understand Customer Service is one of our top priorities. We advised Ms. [redacted] we would honor the deferral as a courtesy if Ms. [redacted] could provide us with the specific information needed for the deferral. Ms. [redacted]’s statement cycles every month on the 9th. The minimum payment that is required by the due date is reflected on her monthly billing statement. The minimum payment is calculated based on the balance on the account at the time the statement cycles. Our records indicate Ms. [redacted] is enrolled in e-statements. If Ms. [redacted] has any questions regarding the minimum payment due on her account or any other pertinent account information she may view her statement on-line by signing into her account on our website. On balances over $1400.00 the minimum payment is 5% of the overall account balance and may fluctuate based on credits, payments, returns, etc. As the overall balance decreases on the account the minimum monthly payment amount will also decrease. Since Ms. [redacted] did not allow the 24 hour timeframe needed to ensure the payment cancellation prior to making another payment, both payments were processed. As stated previously, as a courtesy to Ms. [redacted] we credited the fee for the returned check charge. It is our customer’s responsibility to ensure they are viewing their monthly billing statements and that the payment they are making satisfies at least the minimum payment that is required each month. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I was told that Verizon would contacted me within 24 hours after I spoke with the Executive Relations on Monday, 7/**/17, regarding the new discounted rate on my contract. However, after a whole week no one ever contact me yet. I am totally NOT satisfied in that matter. The issue still remain the same and the price in my account is still the wrong one, nothing changed.
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 disagree with the business response. My DVR still does not work and I am being charged for it per month due to I have a contract. The contract only is good towards Verizon. They can change a contract to benefit them. Here are my bills per month for the last four months.September 184.94 December 193.00October 173.47 January 189.82November 175.88 As you see Verizon is all over the board on my bill My contract states it should be 184.94. What else can I say Verizon is ripping me off.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We were able to offer customer a furthered discounted rate for 12 months which was accepted.