[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
This business advertises that you are pre approved for credit for buying their merchandise. When your put in an order they will then check your credit and write to you examining they can only approve you with a large down payment.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
I will send all this to the credit dept.
Again I have offered to remove the original shipping charge of $21.99 and will also remove the late fees.
Mr. Johnson placed the order using the web-site which was tested and confirmed that everything was working and he should have seen the price per month with the shipping charge.
Again I will talk to credit tomorrow and see what they are willing to do.
I will get back to you with their answer within the next couple of days.
Regarding case [redacted] for [redacted] zip code 31701.
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having ordered a cover for a recliner, returning it and still being charged.
The reason there are charges accruing is because the original shipping of $9.99 was never paid.
As a one-time courtesy we will remove all charges on the account but I would like to explain how the charges kept building.
Please refer to the middle section of your Stoneberry catalog and find the paragraph that reads
Stoneberry Guarantee - Customer satisfaction is our #1 priority. If you are not completely satisfied with your purchase, please send your item back to us within 30 days and we’ll promptly handle your refund or exchange. Returned items must be in their original, unworn and new condition. (Sorry, shipping and processing charges are non-refundable.)
It’s important people read the terms and conditions of any catalog before ordering.
That said, if I can be of further assistance feel free to contact by email or at ###-###-####.
Regarding case [redacted] for [redacted] zip code 21209.
The...
complaint states having placed an order back in July of 2015 and never received the flatware.The order was tracked and shows delivered on 7-24-2015.
The first contact from [redacted] was on 2-23-2016 stating the order was never received.
Because of the length of time involved I told [redacted] I would replace (see Revdex.com complaint) states I want my bill credited or the merchandise I ordered.
I spoke to [redacted] today over the phone and she said she bought the merchandise elsewhere and no longer wants what she ordered from Stoneberry.
Again because of the length of time we will not refund the order.
Please refer to the middle section of the catalog or on our web-site for guarantee and return information.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
Regarding case [redacted] for [redacted] zip code [redacted].
The complaint...
states having ordered 2 of item [redacted], ATT Cordless Phone w/ Base & 2 handsets.The order was placed in December of 2015.
MS [redacted] states that about a month ago the items stopped working.
She called Stoneberry and was told it was over the 30 return policy and there was nothing we could do.
I apologize for the operators lack of help with this matter.
There is a 30 day return to the company but there is also a 1 year limited manufacturer warranty.
You should have been transferred to a higher level of customer service and given the phone number to contact that service.
The phone number is [redacted] and the name of the company is Marchand LLC.
If I can be of further assistance feel free to contact me by email or at [redacted] ext. 4278.
Regarding case [redacted] for [redacted] zip code 26070.
The complaint...
states customer ordered an item for Christmas and because the order is over 30 days was told she would have to pay for the return postage.I know that is the policy but because your business is important to us here at Stoneberry, I am sending a return label (will be coming thru the post office) so there will be no charge for the return.
I have also noted the full price be refunded which includes the original shipping.
The order # is [redacted] and the total refund will be $87.49.
That is the amount that will be credited to her account.
The complaint states having ordered the Montego Grommet Drapes from Stoneberry, returning them for a refund and Stoneberry sending them back to her stating the item was not from Stoneberry.
I searched MS [redacted] acct and the following is what I found.
There were 2 orders...
for the Montego Grommet Drapes.The 1st order on 10-17-2012 was for item # [redacted] which was a Natural color priced at $69.99 and returned on 10-31-2012 and credited $69.99 back to the acct. A 2nd order for the Grommet Drapes item 403904 the Blue color was placed on 10-11-2014 priced at $69.99 and returned on 11-04-2014 and $69.99 was again credited to her acct.
These are the only orders I am seeing for the Grommet Drapes and again both were returned and refunded.
There are several other orders on her account but these were the only ones for the drapes she is saying she ordered and returned.
That said, if I can be of further assistance please feel free to contact me.
[redacted]
Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On Mon, 20 Oct at 10:21 am , [redacted] wrote:
To Whom it may concern
It was just the other day I responded to your question have I heard anything - now I have we had a phone conversation this AM, below is what it consisted of - I will only communicate from now on by way of email with this company - legal reasons
1. I would be willing to do this AS LONG AS I DO "NOT" GET A REFURBISHED TV BACK !!! HAVING TO PAY FULL PRICE LOL FOR A REFURBISHED IS A JOKE AND I WILL "NOT" DO THAT
2. I also want NO extra charges = late fees or interest on my bill during this time !!
3. IF 406414 39” LED TV. can not be fixed then I want my account closed with a paid in full sticker on it and in good standing with the credit bureau also they can pay to have that worthless TV sent back to them.
5. NO payments from the time I contacted the Revdex.com along with NO interest and or late fees on my account until this is resolved !!!
A COMPANY CAN NOT JUST SELL JUNK if that is the case they should advertise as such !!!!On Mon, 20 Oct at 3:46 pm , [redacted] <[redacted]> wrote: After I was away today and THINKING about this situation I want to add that IF I agree to do, what GUARANTEE do I have this "same" TV (AS I WILL "NOT ACCEPT" A USED WORKING TV AND PAY A FULL PRICE !!) will NOT have yet another or the same issue ?? So IF I DO THIS I HAVE TO HAVE SOME ASSURANCE THAT IF IT HAPPENS AGAIN OR SOMETHING ELSE HAPPENS TO THIS "SAME" TV THAT WE ARE THEN DONE THE BUSINESS TAKES BACK THEIR TV AT THEIR COST AND WIPES MY ACCOUNT PAID IN FULL AND NO LATE FEES OR OTHER ?? CHARGES.
OTHER WISE NO DEAL they can have their horrible TV NOW and have my balance say paid in full
[redacted]
###-###-####
$ 500.00 plus dollars for 6 months IS **
The complaint states she is receiving statements and phone calls for items she never ordered.
After checking with our Loss Prevention Dept. they said they received the fraud package back that was sent to MS Valenzuela and they will mark the account fraud.
That said all calls and...
billing statements should cease.Please allow 3-5 business days for the fraud to clear the account.
If I can be of further assistance feel free to contact me by email or at 1-800-627-7397 ext. 4278.
[redacted]
Customer Service
Regarding case [redacted] for [redacted] zip code [redacted].
The...
complaint states MS [redacted] would like to know how much of the monies she has sent in has gone toward each item ordered.Unfortunately our system does not apply monies to items.
We are set up like the major credit cards in that monies/payments are applied to the balance on the account.
We refer to this as a revolving credit plan.
It should be relatively simple to follow the statement that was recently sent to you.
You will see any orders placed listed as Invoice, payments listed as payments, finance charges or late fees when payments are late.
I understand this is not what MS Carpenter is asking for but this is how our system is set-up.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having purchased item 406414 39” LED TV.
The purchase was made in April so it exceeds the 90 day manufacture warranty.
Anything returned after the 90 days requires the customer to pay shipping the product to the manufacture and a $50.00 service fee. I spoke to MS [redacted] and offered to cover the shipping charges along with the $50.00 service fee if she decides to send the TV to the manufacture to see if it can be fixed.
I am waiting for a call to see what MS [redacted] decides to do and we will proceed from there.
[redacted]Customer Service
Regarding case [redacted] for [redacted] zip code [redacted].
The...
complaint states having placed orders for almost a year now and keeping up with her payments but always having to make a down payment before orders are shipped.The following is an over-view of order history.
MS [redacted] started with a $250.00 credit limit.
1st order placed on 3-12-2015 was for $284.91 and canceled because it was over her credit limit.
2nd order placed on 3-20-2015 required a 50% down payment which she paid and order was shipped.
3rd order placed on 10-20-2015 required a 10% down payment which she paid and order was shipped.
4th order placed on 11-17-2015 was for $267.96 was canceled because it was over her credit limit.
Credit Bureau information indicated between a medium to high risk thus resulting in the request for the down payments.
Regarding case [redacted] for [redacted] zip code 89104.
underline;">
After reading the complaint filed with the Revdex.com the following is what I found.
An internet order was placed on 6-27-2014 order # [redacted] totaling $300.48.
The reason a down payment was requested is because you were pre-approved for $100.00.
That information can be found inside the front cover of your catalog on the “Congratulations your Pre-Approved paper under TERMS: ALL CREDIT ORDERS ARE SUBJECT TO CREDIT APPROVAL about half way down there is a sentence that reads If you order you will receive a credit line of $100.00.
That said the 50% down payment was offered which is still over the pre-approved offer but with the down payment they would approve your order.
The next thing I looked at was the statement you made about running someone else’s credit.
I looked for some indication of this and was not able to see where that happened.
There are no notes suggesting that and I checked with our in house credit dept. and they could not verify that information.
You have stated under desired settlement, Process the order and ship out per your guidelines.
Once we receive the 50% down we can process the order which does follow the guidelines.
The complaint states having been charged original shipping charges after refusing the package.
Calibri, sans-serif;">As stated in the catalog the customer is responsible for the original shipping charges but because she was not properly notified of the charge I have removed the charge from the account.
Also regarding the request to have no further contact with Stoneberry I am removing MS. Kokoska from our mailing list.
If I can be of further assistance feel free to contact me.
I ordered a pizza oven.could find no pizzas to fit in it,so I sent it back.received another bill.wife called and was told would only talk to me.I calls and was told I had to pay a $18 SHIPPING FEE WAIT 2 WEEKS AND CALL BACK AND A SUPERVISOR COULD DROP LATE FEES.I waited a few weeks called back .my bill was back to about what the piece of junk cost.was told if I paid $53.25 they would drop 2 late fees.I paid the crooks so I could be do e with them.So I pretty much paid for a piece of JUNK I don't even have.They are crooks thieves con men.They make the mob look like child boys.Don't shop there.I can't think of enough bad things to say about these low life hoods
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
Regarding case [redacted] for [redacted] zip code [redacted].
0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having ordered and received the Gloss Boss Buffer/Scrubber item # [redacted] but there are parts missing.
We have a note on the order ([redacted]) that Mr. [redacted] called saying the item was missing the handle.
After checking inventory and discovering the item is completely sold out I am checking with the purchasing agent to see if we can get the missing part from the supplier.
I would like to know from Mr. [redacted] if he would rather have the missing handle if I can get it or would he rather receive a refund.
Please let me know at your earliest convenience.
I can be reached by email or at ###-###-####.
complaint states having a balance on her account after having returned the item.
The reason for the balance on her account is because the original shipping fee is non-refundable and the responsibility of the customer.
This is clearly stated in our catalog, please refer to the middle section of the catalog under Stoneberry Guarantee-Customer satisfaction is our #1 priority. If you are not completely satisfied with your purchase please send your items back to us within 30 days and we’ll promptly handle your refund or exchange. Returned items must be in their original, unworn, and new condition. (Sorry, shipping and processing charges are non-refundable.)
This can also be found on the web-site.
As a one-time courtesy we have removed the original shipping charge, late fees and finance charges so the account has a zero balance.
If I can be of further assistance feel free to contact me at 1-800-704-5480 ext. 4278.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
This business advertises that you are pre approved for credit for buying their merchandise. When your put in an order they will then check your credit and write to you examining they can only approve you with a large down payment.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
I will send all this to the credit dept.
Again I have offered to remove the original shipping charge of $21.99 and will also remove the late fees.
Mr. Johnson placed the order using the web-site which was tested and confirmed that everything was working and he should have seen the price per month with the shipping charge.
Again I will talk to credit tomorrow and see what they are willing to do.
I will get back to you with their answer within the next couple of days.
[redacted]
Customer Service
Regarding case [redacted] for [redacted] zip code 31701.
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having ordered a cover for a recliner, returning it and still being charged.
The reason there are charges accruing is because the original shipping of $9.99 was never paid.
As a one-time courtesy we will remove all charges on the account but I would like to explain how the charges kept building.
Please refer to the middle section of your Stoneberry catalog and find the paragraph that reads
Stoneberry Guarantee - Customer satisfaction is our #1 priority. If you are not completely satisfied with your purchase, please send your item back to us within 30 days and we’ll promptly handle your refund or exchange. Returned items must be in their original, unworn and new condition. (Sorry, shipping and processing charges are non-refundable.)
It’s important people read the terms and conditions of any catalog before ordering.
That said, if I can be of further assistance feel free to contact by email or at ###-###-####.
Regarding case [redacted] for [redacted] zip code 21209.
The...
complaint states having placed an order back in July of 2015 and never received the flatware.The order was tracked and shows delivered on 7-24-2015.
The first contact from [redacted] was on 2-23-2016 stating the order was never received.
Because of the length of time involved I told [redacted] I would replace (see Revdex.com complaint) states I want my bill credited or the merchandise I ordered.
I spoke to [redacted] today over the phone and she said she bought the merchandise elsewhere and no longer wants what she ordered from Stoneberry.
Again because of the length of time we will not refund the order.
Please refer to the middle section of the catalog or on our web-site for guarantee and return information.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
[redacted]
Customer Service
Regarding case [redacted] for [redacted] zip code [redacted].
The complaint...
states having ordered 2 of item [redacted], ATT Cordless Phone w/ Base & 2 handsets.The order was placed in December of 2015.
MS [redacted] states that about a month ago the items stopped working.
She called Stoneberry and was told it was over the 30 return policy and there was nothing we could do.
I apologize for the operators lack of help with this matter.
There is a 30 day return to the company but there is also a 1 year limited manufacturer warranty.
You should have been transferred to a higher level of customer service and given the phone number to contact that service.
The phone number is [redacted] and the name of the company is Marchand LLC.
If I can be of further assistance feel free to contact me by email or at [redacted] ext. 4278.
[redacted]
Regarding case [redacted] for [redacted] zip code 26070.
The complaint...
states customer ordered an item for Christmas and because the order is over 30 days was told she would have to pay for the return postage.I know that is the policy but because your business is important to us here at Stoneberry, I am sending a return label (will be coming thru the post office) so there will be no charge for the return.
I have also noted the full price be refunded which includes the original shipping.
The order # is [redacted] and the total refund will be $87.49.
That is the amount that will be credited to her account.
The complaint states having ordered the Montego Grommet Drapes from Stoneberry, returning them for a refund and Stoneberry sending them back to her stating the item was not from Stoneberry.
I searched MS [redacted] acct and the following is what I found.
There were 2 orders...
for the Montego Grommet Drapes.The 1st order on 10-17-2012 was for item # [redacted] which was a Natural color priced at $69.99 and returned on 10-31-2012 and credited $69.99 back to the acct. A 2nd order for the Grommet Drapes item 403904 the Blue color was placed on 10-11-2014 priced at $69.99 and returned on 11-04-2014 and $69.99 was again credited to her acct.
These are the only orders I am seeing for the Grommet Drapes and again both were returned and refunded.
There are several other orders on her account but these were the only ones for the drapes she is saying she ordered and returned.
That said, if I can be of further assistance please feel free to contact me.
[redacted]
Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On Mon, 20 Oct at 10:21 am , [redacted] wrote:
To Whom it may concern
It was just the other day I responded to your question have I heard anything - now I have we had a phone conversation this AM, below is what it consisted of - I will only communicate from now on by way of email with this company - legal reasons
1. I would be willing to do this AS LONG AS I DO "NOT" GET A REFURBISHED TV BACK !!! HAVING TO PAY FULL PRICE LOL FOR A REFURBISHED IS A JOKE AND I WILL "NOT" DO THAT
2. I also want NO extra charges = late fees or interest on my bill during this time !!
3. IF 406414 39” LED TV. can not be fixed then I want my account closed with a paid in full sticker on it and in good standing with the credit bureau also they can pay to have that worthless TV sent back to them.
5. NO payments from the time I contacted the Revdex.com along with NO interest and or late fees on my account until this is resolved !!!
A COMPANY CAN NOT JUST SELL JUNK if that is the case they should advertise as such !!!!On Mon, 20 Oct at 3:46 pm , [redacted] <[redacted]> wrote: After I was away today and THINKING about this situation I want to add that IF I agree to do, what GUARANTEE do I have this "same" TV (AS I WILL "NOT ACCEPT" A USED WORKING TV AND PAY A FULL PRICE !!) will NOT have yet another or the same issue ?? So IF I DO THIS I HAVE TO HAVE SOME ASSURANCE THAT IF IT HAPPENS AGAIN OR SOMETHING ELSE HAPPENS TO THIS "SAME" TV THAT WE ARE THEN DONE THE BUSINESS TAKES BACK THEIR TV AT THEIR COST AND WIPES MY ACCOUNT PAID IN FULL AND NO LATE FEES OR OTHER ?? CHARGES.
OTHER WISE NO DEAL they can have their horrible TV NOW and have my balance say paid in full
[redacted]
###-###-####
$ 500.00 plus dollars for 6 months IS **
The complaint states she is receiving statements and phone calls for items she never ordered.
After checking with our Loss Prevention Dept. they said they received the fraud package back that was sent to MS Valenzuela and they will mark the account fraud.
That said all calls and...
billing statements should cease.Please allow 3-5 business days for the fraud to clear the account.
If I can be of further assistance feel free to contact me by email or at 1-800-627-7397 ext. 4278.
[redacted]
Customer Service
Regarding case [redacted] for [redacted] zip code [redacted].
The...
complaint states MS [redacted] would like to know how much of the monies she has sent in has gone toward each item ordered.Unfortunately our system does not apply monies to items.
We are set up like the major credit cards in that monies/payments are applied to the balance on the account.
We refer to this as a revolving credit plan.
It should be relatively simple to follow the statement that was recently sent to you.
You will see any orders placed listed as Invoice, payments listed as payments, finance charges or late fees when payments are late.
I understand this is not what MS Carpenter is asking for but this is how our system is set-up.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
[redacted]
Customer Service
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having purchased item 406414 39” LED TV.
The purchase was made in April so it exceeds the 90 day manufacture warranty.
Anything returned after the 90 days requires the customer to pay shipping the product to the manufacture and a $50.00 service fee. I spoke to MS [redacted] and offered to cover the shipping charges along with the $50.00 service fee if she decides to send the TV to the manufacture to see if it can be fixed.
I am waiting for a call to see what MS [redacted] decides to do and we will proceed from there.
[redacted]Customer Service
Regarding case [redacted] for [redacted] zip code [redacted].
The...
complaint states having placed orders for almost a year now and keeping up with her payments but always having to make a down payment before orders are shipped.The following is an over-view of order history.
MS [redacted] started with a $250.00 credit limit.
1st order placed on 3-12-2015 was for $284.91 and canceled because it was over her credit limit.
2nd order placed on 3-20-2015 required a 50% down payment which she paid and order was shipped.
3rd order placed on 10-20-2015 required a 10% down payment which she paid and order was shipped.
4th order placed on 11-17-2015 was for $267.96 was canceled because it was over her credit limit.
Credit Bureau information indicated between a medium to high risk thus resulting in the request for the down payments.
Regarding case [redacted] for [redacted] zip code 89104.
underline;">
After reading the complaint filed with the Revdex.com the following is what I found.
An internet order was placed on 6-27-2014 order # [redacted] totaling $300.48.
The reason a down payment was requested is because you were pre-approved for $100.00.
That information can be found inside the front cover of your catalog on the “Congratulations your Pre-Approved paper under TERMS: ALL CREDIT ORDERS ARE SUBJECT TO CREDIT APPROVAL about half way down there is a sentence that reads If you order you will receive a credit line of $100.00.
That said the 50% down payment was offered which is still over the pre-approved offer but with the down payment they would approve your order.
The next thing I looked at was the statement you made about running someone else’s credit.
I looked for some indication of this and was not able to see where that happened.
There are no notes suggesting that and I checked with our in house credit dept. and they could not verify that information.
You have stated under desired settlement, Process the order and ship out per your guidelines.
Once we receive the 50% down we can process the order which does follow the guidelines.
The complaint states having been charged original shipping charges after refusing the package.
Calibri, sans-serif;">As stated in the catalog the customer is responsible for the original shipping charges but because she was not properly notified of the charge I have removed the charge from the account.
Also regarding the request to have no further contact with Stoneberry I am removing MS. Kokoska from our mailing list.
If I can be of further assistance feel free to contact me.
[redacted]
Customer Service
I ordered a pizza oven.could find no pizzas to fit in it,so I sent it back.received another bill.wife called and was told would only talk to me.I calls and was told I had to pay a $18 SHIPPING FEE WAIT 2 WEEKS AND CALL BACK AND A SUPERVISOR COULD DROP LATE FEES.I waited a few weeks called back .my bill was back to about what the piece of junk cost.was told if I paid $53.25 they would drop 2 late fees.I paid the crooks so I could be do e with them.So I pretty much paid for a piece of JUNK I don't even have.They are crooks thieves con men.They make the mob look like child boys.Don't shop there.I can't think of enough bad things to say about these low life hoods
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Regarding case [redacted] for [redacted] zip code [redacted].
0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having ordered and received the Gloss Boss Buffer/Scrubber item # [redacted] but there are parts missing.
We have a note on the order ([redacted]) that Mr. [redacted] called saying the item was missing the handle.
After checking inventory and discovering the item is completely sold out I am checking with the purchasing agent to see if we can get the missing part from the supplier.
I would like to know from Mr. [redacted] if he would rather have the missing handle if I can get it or would he rather receive a refund.
Please let me know at your earliest convenience.
I can be reached by email or at ###-###-####.
Regarding case [redacted] zip code 07006.
The...
complaint states having a balance on her account after having returned the item.
The reason for the balance on her account is because the original shipping fee is non-refundable and the responsibility of the customer.
This is clearly stated in our catalog, please refer to the middle section of the catalog under Stoneberry Guarantee-Customer satisfaction is our #1 priority. If you are not completely satisfied with your purchase please send your items back to us within 30 days and we’ll promptly handle your refund or exchange. Returned items must be in their original, unworn, and new condition. (Sorry, shipping and processing charges are non-refundable.)
This can also be found on the web-site.
As a one-time courtesy we have removed the original shipping charge, late fees and finance charges so the account has a zero balance.
If I can be of further assistance feel free to contact me at 1-800-704-5480 ext. 4278.
[redacted]
Customer Service