Please be advised, Verizon has spoken with the consumers daughter as of 7/**/16. Verizon has advised that the account has been suspended temporarily due to the account being several months past due. In speaking with the consumer’s daughter she advised that she had power of attorney on the account....
As of today, the consumer’s daughter does not have authorization to conduct business on the account. Verizon has requested that the consumers daughter fax over the requested information/documentation to show proof of power of attorney (facsimile information has been provided to the consumers daughter). Once this information has been received, Verizon can proceed in discussing the account information with the consumer’s daughter. To date, no information has been received from the consumer. Verizon will consider this matter closed until the requested information has been received or until we hear directly from the account holder.
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departments. According to our records, Fernando Casanova expressed concern about the customer experience as well as a discrepancy regarding the final bill amount when they disconnected service. The...
complaint states they were quoted at $69.99 but received a bill for $89.99. As a result, [redacted] disconnected the service. Customer Service reviewed the account and issued a credit in the amount of $20 on December **, 2016. The $20 credit will be refunded via check to the service address no later than 1 – 2 billing cycles. Furthermore, Verizon communicated with [redacted] on December **, 2016 but she mentioned she would call me at her earliest convenience. I have sent an email with my name and number should she have any additional questions or concerns.
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]
Revdex.com Mediator, business is now requesting information that they know I have no recording off. Business has the recording of original call which off course they don't want to share. Its not just about ETF but I was charged for services in March 2015 when my account was suspended. I would like a help of Mediator to help sort of business contradicting comments about their agents telling right and wrong information to customers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On November **, 2015 order [redacted] was initiated to remove HBO. When HBO was removed additional channels were also removed. Research determined on November **, 2015 order [redacted] was initiated in error to change the bundle to the Ultimate HD bundle. Please note this matter was referred to...
the appropriate manager for coaching and training. On November **, 2015 a billing representative from our office spoke with [redacted] regarding her concerns. During this contact, the representative explained and offered [redacted] the FDV (Fios Digital Voice) Prime HD bundle with Fios Data 75/75 at $124.99 (plus taxes, surcharges, equipment, optional, and additional services). In addition, the representative advised [redacted] that she would maintain the existing promotional discounts totaling $44.00. [redacted] accepted the offer order confirmation [redacted]. The representative sent [redacted] the order confirmation for her review. [redacted] requested HBO. The representative offered HBO at $19.99 with a promotional credit of 50% off for 6 months. The itemized credit is $10.00 off for 6 months. [redacted] accepted the offer order confirmation [redacted]. The representative explained that the previous changes occurred prior to the Bill Cycle date and therefore; no credit was due. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at [redacted] EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased a LG 55" 1080p LED Smart TV on September 30, 2015. A Two Year Service Plan for this product was purchased on December 3, 2015. On February 3, 2016 Ms. [redacted] contacted Fingerhut stating the TV was no longer working properly. Due to the length of time that has passed we are unable to accept this item as a return as we require returns to be made in accordance to our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” At this time all product concerns must be handled under the products manufacturer, LG Support. Ms. [redacted] may contact them at ###-###-####. Ms. [redacted] also purchased a 2 Year Service Plan. This plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS[redacted]
2016 ...⇄ Revdex.com of Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [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.[JW1] Mr. [redacted] states Fingerhut sold him a defective comforter. He claims Fingerhut will not accept the item as a return. He does not want to pay for a comforter that he claims was defective. Our records indicate Mr. [redacted] purchased a Down Alternative Stripe Comforter - King on July 18, 2014 for $107.99 plus $17.99 shipping/handling. Mr. [redacted] contacted Fingerhut on January 1, 2015 stating the comforter he received had a hole in it. A Fingerhut representative explained the return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. On February 2, 2015 a Fingerhut representative sent a prepaid label to return the comforter to Mr. [redacted]’s email (R[redacted][email protected]). As the return was outside of the timeframe for allowable returns, the representative should not have sent the return label to Mr. [redacted] as Fingerhut would not have accepted it. We apologize for this representative error. We received the return on February 16, 2015. On February 18, 2015 we mailed a letter to Mr. [redacted] stating we were unable to accept the return for a refund or exchange due to the length of time that has passed from the date of purchase. Mr. [redacted] contacted Fingerhut on February 19, 2015 insisting a credit be given for the comforter. As a one-time exception to our return policy, the full merchandise price of $107.99 was issued to Mr. [redacted]’s Fingerhut account. Mr. [redacted] was still required to pay for the original shipping/handling of $17.99. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Since credit for the merchandise was issued as a onetime exception, Mr. [redacted] was required to pay the original shipping/handling of $17.99. Mr. [redacted] purchased an additional Down Alternative Stripe Comforter - King on March 17, 2015.On May 2, 2016 Mr. [redacted] requested to return this item. We informed him we were unable to accept this item as a return due to the length of time that has passed since the item was ordered. The last payment we received from Mr. [redacted] was on January 3, 2016. After this payment his balance was $81.92. We did not received a payment in February 2016 which resulted in a $8.99 late fee, March 2016 resulting in a $17.98 late fee, and April 2016 resulting in a $28.97 late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder, Mr. [redacted]’s Account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest changes whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases or reductions in the account’s balance from month to month. On January 11, 2015 Mr. [redacted] requested to close his account with Fingerhut. On that same date his request was processed and his account was closed. Per Mr. [redacted]’s request his account was reopened on February 9, 2015. Mr. [redacted] requested his account be closed again on July 31, 2015. That same date his account was closed. If his account was not paid in full when he closed it, his outstanding balance will continue to accrue interest and other changes and be subject to the terms and conditions of the Agreement. After July 31, 2015 Mr. [redacted] was not able to use his account for any further purchases. We have reviewed and found the credit bureaus are reporting accurately at this time. 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 fulfil 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 stating will be reported as well. As of the date on this letter Mr. [redacted]’s account balance is $147.06. A minimum payment of $58.95 is due by June 5, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [JW1]Let’s add an itemized statement so he can see why he is being charged what he is.
Initial Business Response /* (1000, 5, 2015/06/25) */
CONFIDENTIAL COMMUNICATION
June 24, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted] A
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that the account was opened in Ms. [redacted]'s name via the web on May 17, 2015 with Ms. [redacted]'s information. An order was placed on May 17, 2015 via the web for a Samsung HD 52x Optical Zoom Camcorder in Black, Seiko Men's Goldtone Chronograph Sport Watch, BLU Studio 6.0 HD Unlocked Android Smartphone, PS4 Call of Duty: Ghosts and Casio Men's Chronograph Bracelet Watch and delivered to [redacted] Mechanicsburg, PA 17050.
Our records indicate that two other orders were placed via the web on May 19, 2015 for a HP 11.6" 32GB Windows 8.1 Laptop and a BLU Studio 5.5 Unlocked Android Smartphone - Blue and delivered to [redacted] Mechanicsburg, PA 17050.
Ms. [redacted]'s account indicates she contacted us on May 20, 2015 informing the customer service representative that she had not placed these orders and will be returning the items.
When a customer claims there is an account they have not opened, or there are purchases on their account they did not make, we have certain policies and procedures to follow so we can investigate the matter. This matter was referred to our Credit Risk department and an affidavit was sent to Ms. [redacted] on May 20, 2015 and received on June 4, 2015.
Our records indicated all items were returned with the exception of the BLU Studio 6.0 HD Unlocked Android Smartphone. A letter requesting a police report was sent to Ms. [redacted] on June 11, 2015 and we received the requested information on June 18, 2015.
Our Credit Risk Department has confirmed that the account is currently marked as fraud and all activity on the account is restricted.
A request was submitted to the credit bureaus on June 18, 2015 to completely remove both the original inquiry and the credit trade-line itself. Ms. [redacted] should allow up to 60 days for these updates to reflect on your credit file.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
CONFIDENTIAL COMMUNICATION June 20, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Verizon’s BSW (Buried Service Wire team) has confirmed the cutover was completed on 4/**/17. The customer was advised via voicemail messaging. Verizon has not been successful in our attempts to reach the customer via phone.
Please be advised Verizon records back to August 2010 show the bills were being sent to the same address on [redacted]. There are no notes showing a call to Verizon to question the bills not being received until June **, 2015. On June **, 2015 the billing address was...
changed to the service address. The account only billed for services rendered’ therefore there are no further credit warranted on this account. [redacted], a FiOS Billing Specialist spoke to [redacted] December *, 2015 to provide this information as well. She had to end the call, but has his direct number should she have other concerns We trust this provides your office with the information required in this matter. Thank you, [redacted] Sr. Analyst Verizon Executive Relations
[redacted] Thank you for referring the complaint of [redacted]to our office for review. We appreciatethis matter being brought to our attention. Our Investigation concludes; [redacted] placed order[redacted] on 3/**/15 for 50/50 FIOS data for $39.99. The records show that...
on7/**/15 Verizon representative added on $30 discount for 12 months bringing therate down to $49.99. An additional $10 discount was added on 7/**/15 to bringrate down to $39.99. Verizon will follow up on the August bill allissues are resolved. The customer has been credited $185.29 for the differencein price and activation charges that were billed in error. As of 7/**/15 theaccount reflects has a credit balance of $14.19. Verizon attempted to contact [redacted] on contactnumber but he said he could not hear the representative on multiple calls tohim. Verizon will follow up next bill cycle to ensure the billing is correct. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding promotions they were honored when renewing their Verizon agreement. On 6/**/17 the consumer received HBO for 3 months free as a customer loyalty offer. An email confirmation was sent to the consumer stating that HBO will expire on 9/**/17. Verizon’s does not have the recording of the call as recordings are only saved for three months. On 11/**/17 Verizon spoke with the consumer and went over their monthly billing and discounts, no changes were made to the account. The consumer has our contact information should they have any further concerns.
Verizon investigation determined if a customer entered credit / debit card information and advanced to the next page of the order, the card will be used to ensure it's a valid card and withdraw any applicable fees. However, if customer entered their card information and didn't select save, next, or...
anything that would advance to the next step then, the system should not have checked the card number for validation. The deposit system received notification that this order was cancelled on 02/**/2016. However the customer's credit card rejected the refund and Check# [redacted] was issued on 02/**/2016. Please allow 7 to 10 business days to receive. Verizon Appeals representative spoke with [redacted] and explained the information regarding the deposit refund and advised they would follow up with her on 2/**/16 to verify if the refund has been received. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATIONAugust 17, 2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry...
received from your office on behalf of [redacted] regarding a Haband Credit Card Account. In reviewing the correspondence we have determined that the issue relates to the Haband Credit Card Account which is administered by Comenity Capital Bank. Please note that Comenity Capital Bank and Haband Company are two separate entities in which Haband Company is responsible for handling matters related to sales, merchandise processing, returns and shipping. As Haband has limited visibility into a customer’s account history due to privacy regulations. Comenity Capital bank is responsible for addressing all matters related to the Haband Credit card account. However, in the interest to better serve our customer Haband works closely with Comenity Capital Bank to resolve any customer issues or concerns arising from their use of the Haband Credit Card. Therefore, upon receiving this inquiry, we have communicated the information with Comenity Capital Bank and we understand that they are directly pursuing a response to Ms. [redacted]’s concerns. After receiving Comenity Capital Bank’s response, please let us know if there are any additional questions. If I may be of further assistance regarding the Haband purchases, Ms. [redacted] may contact me at (570) [redacted] extension [redacted], Monday – Friday 9 am - 3 pm. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION
March 18, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] states she is being harassed for late fees which were applied to her account.
Late fees are applied to customers' accounts when a payment is made past the due date or is less than the minimum amount due. Representatives from our Payment Department call customers who are showing past due on their account, to remind them that a payment was due and to assist customers in bringing the account back into a current status.
Our records indicate a minimum payment of $165.51 was due by January 20, 2016 and when it was not received, a late fee of $27.00 was applied.
Ms. [redacted]'s January 24, 2016 billing statement indicated a minimum payment of $347.63 due by February 20, 2016 with $165.51 of this amount past due. We did received payments of $165.51 on February 3, 2016 and $155.00 on February 17, 2016, totaling $320.51 prior to the due date of February 20, 16. However, A payment of $347.63 was due by February 20, 2016 and when this payment amount was not received by this date, a late fee of $37.00 was applied.
Our records also indicate that two late fee credits were issued in the amounts of $37.00 and $27.00 to Ms. [redacted]'s account on March 1, 2016. These will show as late fee adjustments in the transaction portion of Ms. [redacted]'s next statement.
At this time, we currently show a minimum due of $198.70 due by March 24, 2016 with $27.12 of this amount past due. Mr. [redacted] may make a payment on our website, www.fingerhut.com or by calling our Customer Service Department at [redacted], Monday through Friday from 8:00am to 8:00pm, Central Time.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
I am rejecting this response because: I am not satisfied that scam artists have my personal information. It is my request for it to be destroyed and if it is not I will have to get a lawyer.
A Verizon representative spoke with [redacted] in regards to his speed issues. A technician was sent to his home and tested speeds from the network interface device and were well within the speeds he is provisioned for. The customer has been provided the direct number for the local...
area manager should he continue to experience issues. [redacted] did confirm that his speeds seem to be working better and has been informed that the wireless speeds are not guaranteed. We have also confirmed the customer's bill was adjusted $10.00 for the current and previous bills.
Records indicate Verizon made contact with the customer on August **, 2016 to advise upon investigation, the account received a full adjustment of $181.34 to render the account balance to zero. The account has been recalled from the outside collection agency with no further collection...
activity. The customer is satisfied with the resolution.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Mr. [redacted] purchased a Dirt Devil Power Reach Multi Cyclonic Vacuum on June 24, 2014. Mr. [redacted] did not purchase a service plan with the vacuum. Due to the length of time that has passed we are unable to accept this item as a return as we require returns to be made in accordance to our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” At this time all product concerns must be handled under the products manufacturer, Dirt Devil. Mr. [redacted] may contact them at ###-###-####. On June 16, 2015 Mr. [redacted] purchased an Earthwise 14" Corded Electric Lawn Mower with a 2 Year Service Plan. Mr. [redacted] contacted Fingerhut on December 7, 2015 stating the lawn mower was not working properly. Due to the length of time we are unable to accept this item as a return. All product concerns must be handled under the products manufacturer, Earthwise/American Lawn Mower Company. They can be reached at ###-###-#### 7:30AM-4:30PM Eastern Standard Time. Mr. [redacted] also purchased a 2 Year Service Plan. This plan begins on June 17, 2016. This plan is through NEW (National Extended Warranty). They can be contacted at ###-###-####. His warranty contract number is FHD44[redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2016/01/20) */
CONFIDENTIAL COMMUNICATION
January 20, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on September 30, 2015 Ms. [redacted] purchased three Visual Land Prestige Elite 8" 16GB Android Tablets with Keyboard Cases. On January 3, 2016 Ms. [redacted] contacted Fingerhut stating her products are not working properly. While customer satisfaction if very important to us, we do require returns to be made in accordance with our Return Policy, which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers' warranty. Software and music CD's: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only."
For all concerns with these products Ms. [redacted] will need to contact the manufacturer, Visual Land Inc., at [redacted].
We apologize for any inconvenience this may cause. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Please be advised, Verizon has spoken with the consumers daughter as of 7/**/16. Verizon has advised that the account has been suspended temporarily due to the account being several months past due. In speaking with the consumer’s daughter she advised that she had power of attorney on the account....
As of today, the consumer’s daughter does not have authorization to conduct business on the account. Verizon has requested that the consumers daughter fax over the requested information/documentation to show proof of power of attorney (facsimile information has been provided to the consumers daughter). Once this information has been received, Verizon can proceed in discussing the account information with the consumer’s daughter. To date, no information has been received from the consumer. Verizon will consider this matter closed until the requested information has been received or until we hear directly from the account holder.
Dear Mediator, Upon receipt of this complaint, Verizon referred this matter to our Customer Service departments. According to our records, Fernando Casanova expressed concern about the customer experience as well as a discrepancy regarding the final bill amount when they disconnected service. The...
complaint states they were quoted at $69.99 but received a bill for $89.99. As a result, [redacted] disconnected the service. Customer Service reviewed the account and issued a credit in the amount of $20 on December **, 2016. The $20 credit will be refunded via check to the service address no later than 1 – 2 billing cycles. Furthermore, Verizon communicated with [redacted] on December **, 2016 but she mentioned she would call me at her earliest convenience. I have sent an email with my name and number should she have any additional questions or concerns.
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]
Revdex.com Mediator, business is now requesting information that they know I have no recording off. Business has the recording of original call which off course they don't want to share. Its not just about ETF but I was charged for services in March 2015 when my account was suspended. I would like a help of Mediator to help sort of business contradicting comments about their agents telling right and wrong information to customers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On November **, 2015 order [redacted] was initiated to remove HBO. When HBO was removed additional channels were also removed. Research determined on November **, 2015 order [redacted] was initiated in error to change the bundle to the Ultimate HD bundle. Please note this matter was referred to...
the appropriate manager for coaching and training. On November **, 2015 a billing representative from our office spoke with [redacted] regarding her concerns. During this contact, the representative explained and offered [redacted] the FDV (Fios Digital Voice) Prime HD bundle with Fios Data 75/75 at $124.99 (plus taxes, surcharges, equipment, optional, and additional services). In addition, the representative advised [redacted] that she would maintain the existing promotional discounts totaling $44.00. [redacted] accepted the offer order confirmation [redacted]. The representative sent [redacted] the order confirmation for her review. [redacted] requested HBO. The representative offered HBO at $19.99 with a promotional credit of 50% off for 6 months. The itemized credit is $10.00 off for 6 months. [redacted] accepted the offer order confirmation [redacted]. The representative explained that the previous changes occurred prior to the Bill Cycle date and therefore; no credit was due. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. If you have any questions regarding this matter, please contact our office at [redacted] EXT [redacted]. Sincerely, Stacey M. Executive Customer Relations
CONFIDENTIAL COMMUNICATION April 13,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased a LG 55" 1080p LED Smart TV on September 30, 2015. A Two Year Service Plan for this product was purchased on December 3, 2015. On February 3, 2016 Ms. [redacted] contacted Fingerhut stating the TV was no longer working properly. Due to the length of time that has passed we are unable to accept this item as a return as we require returns to be made in accordance to our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” At this time all product concerns must be handled under the products manufacturer, LG Support. Ms. [redacted] may contact them at ###-###-####. Ms. [redacted] also purchased a 2 Year Service Plan. This plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS[redacted]
CONFIDENTIAL COMMUNICATION May 16,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ #[redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.[JW1] Mr. [redacted] states Fingerhut sold him a defective comforter. He claims Fingerhut will not accept the item as a return. He does not want to pay for a comforter that he claims was defective. Our records indicate Mr. [redacted] purchased a Down Alternative Stripe Comforter - King on July 18, 2014 for $107.99 plus $17.99 shipping/handling. Mr. [redacted] contacted Fingerhut on January 1, 2015 stating the comforter he received had a hole in it. A Fingerhut representative explained the return policy which states: We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only. On February 2, 2015 a Fingerhut representative sent a prepaid label to return the comforter to Mr. [redacted]’s email (R[redacted][email protected]). As the return was outside of the timeframe for allowable returns, the representative should not have sent the return label to Mr. [redacted] as Fingerhut would not have accepted it. We apologize for this representative error. We received the return on February 16, 2015. On February 18, 2015 we mailed a letter to Mr. [redacted] stating we were unable to accept the return for a refund or exchange due to the length of time that has passed from the date of purchase. Mr. [redacted] contacted Fingerhut on February 19, 2015 insisting a credit be given for the comforter. As a one-time exception to our return policy, the full merchandise price of $107.99 was issued to Mr. [redacted]’s Fingerhut account. Mr. [redacted] was still required to pay for the original shipping/handling of $17.99. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Since credit for the merchandise was issued as a onetime exception, Mr. [redacted] was required to pay the original shipping/handling of $17.99. Mr. [redacted] purchased an additional Down Alternative Stripe Comforter - King on March 17, 2015.On May 2, 2016 Mr. [redacted] requested to return this item. We informed him we were unable to accept this item as a return due to the length of time that has passed since the item was ordered. The last payment we received from Mr. [redacted] was on January 3, 2016. After this payment his balance was $81.92. We did not received a payment in February 2016 which resulted in a $8.99 late fee, March 2016 resulting in a $17.98 late fee, and April 2016 resulting in a $28.97 late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder, Mr. [redacted]’s Account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest changes whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account’s current Annual Percentage Rate of 25.15%, and the monthly charges will vary in relation to increases or reductions in the account’s balance from month to month. On January 11, 2015 Mr. [redacted] requested to close his account with Fingerhut. On that same date his request was processed and his account was closed. Per Mr. [redacted]’s request his account was reopened on February 9, 2015. Mr. [redacted] requested his account be closed again on July 31, 2015. That same date his account was closed. If his account was not paid in full when he closed it, his outstanding balance will continue to accrue interest and other changes and be subject to the terms and conditions of the Agreement. After July 31, 2015 Mr. [redacted] was not able to use his account for any further purchases. We have reviewed and found the credit bureaus are reporting accurately at this time. 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 fulfil 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 stating will be reported as well. As of the date on this letter Mr. [redacted]’s account balance is $147.06. A minimum payment of $58.95 is due by June 5, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [JW1]Let’s add an itemized statement so he can see why he is being charged what he is.
Initial Business Response /* (1000, 5, 2015/06/25) */
CONFIDENTIAL COMMUNICATION
June 24, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted] A
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that the account was opened in Ms. [redacted]'s name via the web on May 17, 2015 with Ms. [redacted]'s information. An order was placed on May 17, 2015 via the web for a Samsung HD 52x Optical Zoom Camcorder in Black, Seiko Men's Goldtone Chronograph Sport Watch, BLU Studio 6.0 HD Unlocked Android Smartphone, PS4 Call of Duty: Ghosts and Casio Men's Chronograph Bracelet Watch and delivered to [redacted] Mechanicsburg, PA 17050.
Our records indicate that two other orders were placed via the web on May 19, 2015 for a HP 11.6" 32GB Windows 8.1 Laptop and a BLU Studio 5.5 Unlocked Android Smartphone - Blue and delivered to [redacted] Mechanicsburg, PA 17050.
Ms. [redacted]'s account indicates she contacted us on May 20, 2015 informing the customer service representative that she had not placed these orders and will be returning the items.
When a customer claims there is an account they have not opened, or there are purchases on their account they did not make, we have certain policies and procedures to follow so we can investigate the matter. This matter was referred to our Credit Risk department and an affidavit was sent to Ms. [redacted] on May 20, 2015 and received on June 4, 2015.
Our records indicated all items were returned with the exception of the BLU Studio 6.0 HD Unlocked Android Smartphone. A letter requesting a police report was sent to Ms. [redacted] on June 11, 2015 and we received the requested information on June 18, 2015.
Our Credit Risk Department has confirmed that the account is currently marked as fraud and all activity on the account is restricted.
A request was submitted to the credit bureaus on June 18, 2015 to completely remove both the original inquiry and the credit trade-line itself. Ms. [redacted] should allow up to 60 days for these updates to reflect on your credit file.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
CONFIDENTIAL COMMUNICATION June 20, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
Verizon’s BSW (Buried Service Wire team) has confirmed the cutover was completed on 4/**/17. The customer was advised via voicemail messaging. Verizon has not been successful in our attempts to reach the customer via phone.
Please be advised Verizon records back to August 2010 show the bills were being sent to the same address on [redacted]. There are no notes showing a call to Verizon to question the bills not being received until June **, 2015. On June **, 2015 the billing address was...
changed to the service address. The account only billed for services rendered’ therefore there are no further credit warranted on this account. [redacted], a FiOS Billing Specialist spoke to [redacted] December *, 2015 to provide this information as well. She had to end the call, but has his direct number should she have other concerns We trust this provides your office with the information required in this matter. Thank you, [redacted] Sr. Analyst Verizon Executive Relations
[redacted] Thank you for referring the complaint of [redacted]to our office for review. We appreciatethis matter being brought to our attention. Our Investigation concludes; [redacted] placed order[redacted] on 3/**/15 for 50/50 FIOS data for $39.99. The records show that...
on7/**/15 Verizon representative added on $30 discount for 12 months bringing therate down to $49.99. An additional $10 discount was added on 7/**/15 to bringrate down to $39.99. Verizon will follow up on the August bill allissues are resolved. The customer has been credited $185.29 for the differencein price and activation charges that were billed in error. As of 7/**/15 theaccount reflects has a credit balance of $14.19. Verizon attempted to contact [redacted] on contactnumber but he said he could not hear the representative on multiple calls tohim. Verizon will follow up next bill cycle to ensure the billing is correct. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, John T.Verizon SW Executive Relations###-###-#### EXT [redacted]
Upon receipt of the complaint filed Verizon reviewed the consumer's account. The consumer expressed concern regarding promotions they were honored when renewing their Verizon agreement. On 6/**/17 the consumer received HBO for 3 months free as a customer loyalty offer. An email confirmation was sent to the consumer stating that HBO will expire on 9/**/17. Verizon’s does not have the recording of the call as recordings are only saved for three months. On 11/**/17 Verizon spoke with the consumer and went over their monthly billing and discounts, no changes were made to the account. The consumer has our contact information should they have any further concerns.
Verizon investigation determined if a customer entered credit / debit card information and advanced to the next page of the order, the card will be used to ensure it's a valid card and withdraw any applicable fees. However, if customer entered their card information and didn't select save, next, or...
anything that would advance to the next step then, the system should not have checked the card number for validation. The deposit system received notification that this order was cancelled on 02/**/2016. However the customer's credit card rejected the refund and Check# [redacted] was issued on 02/**/2016. Please allow 7 to 10 business days to receive. Verizon Appeals representative spoke with [redacted] and explained the information regarding the deposit refund and advised they would follow up with her on 2/**/16 to verify if the refund has been received. Joyce D[redacted]Verizon Executive Relations Sr. Analyst
CONFIDENTIAL COMMUNICATIONAugust 17, 2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry...
received from your office on behalf of [redacted] regarding a Haband Credit Card Account. In reviewing the correspondence we have determined that the issue relates to the Haband Credit Card Account which is administered by Comenity Capital Bank. Please note that Comenity Capital Bank and Haband Company are two separate entities in which Haband Company is responsible for handling matters related to sales, merchandise processing, returns and shipping. As Haband has limited visibility into a customer’s account history due to privacy regulations. Comenity Capital bank is responsible for addressing all matters related to the Haband Credit card account. However, in the interest to better serve our customer Haband works closely with Comenity Capital Bank to resolve any customer issues or concerns arising from their use of the Haband Credit Card. Therefore, upon receiving this inquiry, we have communicated the information with Comenity Capital Bank and we understand that they are directly pursuing a response to Ms. [redacted]’s concerns. After receiving Comenity Capital Bank’s response, please let us know if there are any additional questions. If I may be of further assistance regarding the Haband purchases, Ms. [redacted] may contact me at (570) [redacted] extension [redacted], Monday – Friday 9 am - 3 pm. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION
March 18, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] states she is being harassed for late fees which were applied to her account.
Late fees are applied to customers' accounts when a payment is made past the due date or is less than the minimum amount due. Representatives from our Payment Department call customers who are showing past due on their account, to remind them that a payment was due and to assist customers in bringing the account back into a current status.
Our records indicate a minimum payment of $165.51 was due by January 20, 2016 and when it was not received, a late fee of $27.00 was applied.
Ms. [redacted]'s January 24, 2016 billing statement indicated a minimum payment of $347.63 due by February 20, 2016 with $165.51 of this amount past due. We did received payments of $165.51 on February 3, 2016 and $155.00 on February 17, 2016, totaling $320.51 prior to the due date of February 20, 16. However, A payment of $347.63 was due by February 20, 2016 and when this payment amount was not received by this date, a late fee of $37.00 was applied.
Our records also indicate that two late fee credits were issued in the amounts of $37.00 and $27.00 to Ms. [redacted]'s account on March 1, 2016. These will show as late fee adjustments in the transaction portion of Ms. [redacted]'s next statement.
At this time, we currently show a minimum due of $198.70 due by March 24, 2016 with $27.12 of this amount past due. Mr. [redacted] may make a payment on our website, www.fingerhut.com or by calling our Customer Service Department at [redacted], Monday through Friday from 8:00am to 8:00pm, Central Time.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
I am rejecting this response because: I am not satisfied that scam artists have my personal information. It is my request for it to be destroyed and if it is not I will have to get a lawyer.
A Verizon representative spoke with [redacted] in regards to his speed issues. A technician was sent to his home and tested speeds from the network interface device and were well within the speeds he is provisioned for. The customer has been provided the direct number for the local...
area manager should he continue to experience issues. [redacted] did confirm that his speeds seem to be working better and has been informed that the wireless speeds are not guaranteed. We have also confirmed the customer's bill was adjusted $10.00 for the current and previous bills.
Records indicate Verizon made contact with the customer on August **, 2016 to advise upon investigation, the account received a full adjustment of $181.34 to render the account balance to zero. The account has been recalled from the outside collection agency with no further collection...
activity. The customer is satisfied with the resolution.
CONFIDENTIAL COMMUNICATION May 3,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Mr. [redacted] purchased a Dirt Devil Power Reach Multi Cyclonic Vacuum on June 24, 2014. Mr. [redacted] did not purchase a service plan with the vacuum. Due to the length of time that has passed we are unable to accept this item as a return as we require returns to be made in accordance to our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” At this time all product concerns must be handled under the products manufacturer, Dirt Devil. Mr. [redacted] may contact them at ###-###-####. On June 16, 2015 Mr. [redacted] purchased an Earthwise 14" Corded Electric Lawn Mower with a 2 Year Service Plan. Mr. [redacted] contacted Fingerhut on December 7, 2015 stating the lawn mower was not working properly. Due to the length of time we are unable to accept this item as a return. All product concerns must be handled under the products manufacturer, Earthwise/American Lawn Mower Company. They can be reached at ###-###-#### 7:30AM-4:30PM Eastern Standard Time. Mr. [redacted] also purchased a 2 Year Service Plan. This plan begins on June 17, 2016. This plan is through NEW (National Extended Warranty). They can be contacted at ###-###-####. His warranty contract number is FHD44[redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2016/01/20) */
CONFIDENTIAL COMMUNICATION
January 20, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on September 30, 2015 Ms. [redacted] purchased three Visual Land Prestige Elite 8" 16GB Android Tablets with Keyboard Cases. On January 3, 2016 Ms. [redacted] contacted Fingerhut stating her products are not working properly. While customer satisfaction if very important to us, we do require returns to be made in accordance with our Return Policy, which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers' warranty. Software and music CD's: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only."
For all concerns with these products Ms. [redacted] will need to contact the manufacturer, Visual Land Inc., at [redacted].
We apologize for any inconvenience this may cause. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS