American General Life & Accident Insurance Co

Dear Ms. [redacted],     We are in receipt of your letter to the Revdex.com.    Our records indicate that on July 17, 2015 you placed order number [redacted] for an Invicta Watch requesting a payment plan of six monthly payments.   Our records show on September...

20, 2015 the 3rd installment became due. Your credit card declined the transaction. Our Reauthorization Department tried to reach you as only the first two installments had been made. Per our collection agency, letters were sent to you regarding this debt. After 6 months, your account was sold to our debt buyer, [redacted] Financial. They are now handling your account and it was confirmed that the debt is there and they have no record of you contacting them. Please contact [redacted] Financial at ###-###-####.   Due to your account going over 6-months past due, the ValuePay option will no longer be available to you on your account.   If you have any further questions please contact our office at ###-###-####.     Sincerely,       L. [redacted] Credit Payments Specialist II

Initial Business Response /* (1000, 5, 2015/05/07) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return of your Adee Kay Women's watch (order# XXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

April 28, 2015, you stated that due to the passing of your husband, you had not opened the watch immediately, so had not known that there were stones missing. I advised you that a late return would be reviewed. On April 29, 2015 I advised you that as a courtesy, a late return of the watch was authorized and that you could be able to return the watch for a refund/exchange.
If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Sincerely,
[redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/05/11) */
I just put watch in the mail. Please do not close my case until 5/26/15
Thank you
L [redacted]
Final Consumer Response /* (3000, 9, 2015/05/19) */
I have not received credit from evine yet.
Final Business Response /* (4000, 11, 2015/05/20) */
According to our records, Ms. [redacted]'s late return was received in our warehouse on May 19 and her Paypal account was credited in full in the amount of $105.65 today.
I will have the response letter forwarded shortly.
Thanks,
[redacted]
Office of the President
EVINE Live

Initial Business Response /* (1000, 5, 2016/01/13) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Invicta Reserve Men's Venom Swiss (order# [redacted]). I apologize for any inconvenience this has caused.
During our conversation on...

January 6, 2016, I advised you that I would request that Invicta contact you to assist you with the crown for your watch. On January 13, I contacted you and advised that Invicta stated that they had offered to either send you the needed part or have you send the watch to them for repair, however, you refused and said you no longer wanted the watch and wanted to return it for a refund. I advised you that a late return cannot be authorized as Invicta was offering assistance, and your order is outside of EVINE Live's return policy. You advised me to request that Invicta send the part to you.
If you have any additional questions, please contact me directly via telephone at [redacted] or [redacted] or via email at [redacted]@evine.com between the hours of 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2016/01/14) */
MR. [redacted] from Evine contacted me, I was told it was no way I can get an refund for this defective watch. They can sent me an crown but I would have to pay the jewelers to fix it.
My position is this is an new item that defective, why will I trust this product to not have other issues. This company is playing hardball over an $262.00 item, that was purchase two weeks outside the holidays return period. I would like my money back, my dad was humiliated and want no parts of this item.Thanks
I told Mr. [redacted] that I wanted an refund, I would have to pay an jewelers to repair an defective new item. This company is playing hardball over an $262.00 purchase that was purchase 2 weeks outside the holidays return policies. Evine make this horror go away, you better than this.Thanks
Final Business Response /* (4000, 10, 2016/01/15) */
Dear Donald [redacted],
We have received further correspondence in regards to your complaint with the Revdex.com regarding your Invicta Reserve Men's Venom Swiss (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
The watch was ordered on September 22, 2015 and the 30 day return timeframe has expired.
If you have any additional questions, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 8am-4:30pm CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding the order status for the Adrienne Vitadini 17” East West Fashion Laptop Top (order# [redacted]).  I apologize for any inconvenience this has caused.   I have attempted to reach you via...

telephone and email to no avail.   If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted]  between the hours of 9am-5:30pm ST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     LeShonn [redacted] Executive Resolution Office EVINE   CC:  Revdex.com

Dear Ms. [redacted],     EVINE is in receipt of your letter to the Revdex.com.   Our records indicate that on September 13, 2016 you requested the September ValuePay to be made on order [redacted] for the Beautyrest 4” Gel Memory Foam Topper. We show that due to a system...

error, your account was in fact authorized twice. We have already notified our Computer Support to inquire why this occurred. We will also be reviewing the calls that took place between you and the Evine reps to determine what needs to be addressed internally.   We sent an authorization reversal request to your bank this morning which they will receive today. Please follow up with your bank to determine when the authorization will be reversed.   Due to the inconvenience, we have added a $20 Evine credit to your account that will be available for the next 90 days. We apologize for any inconvenience and hope that you do business with us in the future. If you have any further questions please contact our office at ###-###-####.     Sincerely,         K. [redacted] Credit Specialist II

Initial Business Response /* (1000, 6, 2016/02/15) */
Dear Ms. [redacted],
EVINE Live is in receipt of your letter to the Revdex.com.
EVINE Live has suffered a financial loss on an account that directly links to your EVINE Live customer account. The loss is for account number...

[redacted]. The order placed on the account used the '[redacted]' address. When verifying the address information with your credit card for your new order, this address was provided. As of today we were able to verify you, your husband and the customer owning account number [redacted] are still at this address.
EVINE Live reserves the right to restrict accounts and any directly linking accounts that resulted in a financial loss. Once the debt has been paid and we receive confirmation of this, your account and all linking accounts will be reopened for new orders. If you would like to resolve this debt, feel free to contact [redacted] Financial at [redacted].
If you have any further questions please contact our office at [redacted].
Sincerely,
M. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 8, 2016/02/16) */
Today 2/12/2016 I noticed I cannot delete credit card information from the account. Even credit cards that have no payments coming out of them. They continue to take monthly payments from the credit card that had so called mismatched addresses and was the reason my account was blocked in the first place.
My husband and I do not live at [redacted] street!!!! I would like the so called proof that they have stating that we live at [redacted] Street. My bank accounts my husbands bank accounts and our ID's are DMV issued registered to [redacted] street so how are we being linked to [redacted] Street. My sister lives at [redacted] street with us so why is her account blocked also?! She never lived at the delinquent address. Evine is full of crap. How are we supposed to track down someone who used to live at a delinquent address if evine won't even give us their name or allow us to pay the delinquent debt in order to get our account reopened.
Final Business Response /* (4000, 10, 2016/02/16) */
Dear Ms. [redacted]
This letter is in response to your second Revdex.com inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked.
EVINE Live has suffered a financial loss on an account that directly linked to your EVINE Live customer account. As previously stated, when verifying the address information with your credit card for your new order, the '[redacted]' address was provided. Due to this your account was closed down. EVINE Live reserves the right to restrict accounts and any directly linking accounts that resulted in a financial loss.
Upon further review with our Fraud department, we were able to confirm the "[redacted]" address is your primary residence. Due to this, I have reopened your account for new purchases. Please ensure your credit card information verifies to your [redacted] address to prevent any future issues.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Payment Specialist II

Initial Business Response /* (1000, 5, 2015/08/18) */
Dear Ms. [redacted],
We are in receipt of your letter to the Revdex.com. Evine Live would like to thank you for taking the time to share your concerns with us regarding your account.
Our records indicate that on May 23rd, 2015...

you ordered three Invicta Watches. These were placed under order numbers XXXXXXXXX, XXXXXXXXX and XXXXXXXXX. These orders were placed on your Evine Live credit card. Unfortunalty this card declined the charges for the next value payments. The remaining balance owed is $382.14.
Synchrony is the issuing bank of the Evine Live credit card; they did not approve the installments on the orders. The reason they denied the charges is a private matter between you and Synchrony Bank. Evine Live has no access to any of Synchrony Bank's account information.
Our collections department has made several attempts to reach you regarding this matter. Until payment arrangments are made, further attempts will continue until these have been paid in full. To bring your account current please contact Affiliated Group at X-XXX-XXX-XXXX.
Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine Live in the future.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Collections Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they lied they did report it to the credit bureaus and I am going to take them to court for harassment cause as you see I am sending them a formal request to stop calling me this is harassment. by law if you inform a company to stop calling me. they need to stop. you have the receipt. tell syncb to stop calling me.
Final Business Response /* (4000, 9, 2015/08/24) */
Dear Ms. [redacted],
We are in receipt of your letter to the Revdex.com. It appears that our previous communications with you did not explain the issue as well as you would have liked.
The orders you placed with us were placed on your Evine Live credit card. This card declined the charges for the next value payments. The remaining balance owed is $382.14. [redacted] is the issuing bank of the Evine Live credit card. The reason they denied the charges is a private matter between you and [redacted] Evine Live has no access to any of [redacted] account information.
As previously stated, Evine Live does not report to the Credit Bureaus, so this will not reflect against your credit ratings.
[redacted] is a separate company from Evine Live and Evine Live has no access to any of their account information. You can contact them at X-XXX-XXX-XXXX for more information regarding your credit card.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Collections Lead

Initial Business Response /* (1000, 5, 2015/06/08) */
Dear Mr. [redacted],
EVINE Live would like to thank you for taking the time to share your concerns with us regarding your recent orders.
By requesting the ValuePay option you are agreeing to the terms and conditions of ValuePay with EVINE...

Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay. EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.
Our records indicate that three customer accounts were opened for you which resulted in your credit information being obtained on three separate transactions, one order under each account.
Per the conversation you had with a Credit representative on 6/5/15, we advised you of what occurred and that we could remove 2 of the inquiries from your Credit Bureau. This process can take up to 30 days to reflect on your report. Your duplicate accounts have since been closed and we ask that you use customer# XXXXXXXX for any future ValuePay purchases.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Senior Credit Payments Lead

Dear [redacted], We have received your complaint from the Revdex.com regarding your return of the Skinn cosmetics (order#[redacted]).  I apologize for any inconvenience this has caused. I have attempted to reach you via telephone to no avail. If you have any additional...

questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Bridget [redacted] Executive Resolution Office EVINE Live CC:  Revdex.com [redacted]

Dear Ms. [redacted],   EVINE Live is in receipt of your letter to EVINE Live.   Our records indicate that on December 16, 2016 you placed order number [redacted] for a Robor Smart Self Balancing Scooter requesting a payment plan of six monthly payments. By requesting the ValuePay option you are...

agreeing to the terms and conditions of ValuePay with EVINE Live. Orders may be subject to credit approval by EVINE Live and EVINE Live may review credit reports to qualify customers for ValuePay.  EVINE Live reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.   When using ValuePay, EVINE Live is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, EVINE Live has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. You received a letter which explains why we are not able to extend the ValuePay option to you based on the information Equifax provided. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.   In addition, we are showing that an electronic authorization reversal request was sent to your bank on December 16, 2016 to which it was denied due to a possibility that your bank does not support this process. It would be up to your bank to ensure that these funds are released promptly if the merchant does not present any charge.     If you have any further questions please contact our office at ###-###-####.     Sincerely,         K. [redacted] Senior Credit Payment Specialist

I am rejecting this response because:
I originally clicked to pay with PayPal... After seeing the next page it was to apply for PayPal credit... I then backed out and used my American Express to pay.. this was not new credit! And should not be a hard inquiry.. periodic checks on customer credit that the customer already has accounts with are soft inquires only.. ask any credit bureau! Evine is wrong here!

Dear [redacted],   We have received your complaint from the Revdex.com regarding the return of your Cozelle Sheet Sets(order# [redacted]).  I apologize for any inconvenience this has caused.   I have attempted to reach you via telephone and email to no avail....

  If you wish to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     LeShonn [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 7, 2015/05/18) */
Dear [redacted],
We have received your complaint from the Revdex.com in regard to an order you did not receive.
Our records indicate claim forms were initially sent to you on January 2, 2015 and it was not until April 21,...

2015 that the completed claim forms were received back. We regret to inform you that since the claim forms were not received back within the specified timeframe, we are unable to issue a credit for the items you did not receive.
This is EVINE Live's final decision in regard to this matter.
Sincerely,
[redacted]
Senior Supervisor, Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 9, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The forms were timely mailed to Evine. We were never notified that they did not receive them. We did not receive a call from them that they did not receive them until after their "deadline". I then e-mailed a copy of the forms that were originally sent via mail within the timeframe indicated. If Evine had not received the forms, then what event triggered UPS coming to my house for me to fill out forms? My forms and the UPS forms were timely filed. Evine does not want to accept responsibility for a customer service mistake on their part of not entering the forms. I will file a complaint with the Attorney General of Texas and Minnesota.
Final Business Response /* (4000, 14, 2015/06/08) */
We just received the further correspondence from this case. In our last response, we specifically indicated it was our final decision.
At this time, we are requesting this this complaint be closed as our previous response provided all of the necessary information.
Please let us know.
Thanks,
[redacted]

Dear Ms. [redacted],     Evine is in receipt of your letter to the Revdex.com.   Our records indicate that on January 1, 2016 you placed order number [redacted] for a Versace watch requesting a payment plan of six monthly payments. By requesting the ValuePay option you are...

agreeing to the terms and conditions of ValuePay with Evine. Orders may be subject to credit approval by Evine and Evine may review credit reports to qualify customers for ValuePay.  Evine reserves the right to limit or restrict the use of ValuePay at any time. This information is on our web site at www.evine.com.   When using ValuePay, Evine is extending you credit because we ship merchandise to you before full payment is received.  Because of this process, Evine has a legally permissible purpose to pull a credit report as this information is intended to be used for a credit transaction. We use Equifax Information Services LLC to obtain credit report information.  We submit the customer’s name and address as it is provided to us. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.     If you have any further questions please contact our office at ###-###-####.     Sincerely,         L. [redacted] Senior Credit Payment Specialist

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the promotional shipping and handling on a Madi Claire bag, item XXX-XXX. I apologize for any inconvenience this has caused.
During our...

conversation on November 17, 2015, I advised you that we were able to verify that this item was to be included in the promotion, but had not been set up correctly. As you had reordered the item, I offered to waive the full $6.99 shipping and handling charge, as well as apply a $25.00 EVINE credit for use on your next order, which you accepted.
If you would like to discuss this matter further, please contact me directly via telephone at XXX-XXX-XXXX or X-XXX-XXX-XXXX or via email at [redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Office of the President
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with a representative of the company who apologize for the misinformation that I received from the company. They agreed to refund the entire shipping cost of the purse. I did provide additional suggestions on how to solve this issue so this wouldn't happen in the future. Either the company needs to provide their phone reps with accurate information on reach products should receive reduce shipping,or the company should make sure that the website is accurate or that they should advertise on the website that not virtually all clearance items has shipping of 2.99. I also explain that I filed a Revdex.com compliant because of the unfair advertising and for the fact that I was told that I couldn't speak to a supervisor when asked for one.

(The consumer indicated he/she DID NOT accept the response from the business.)
It was not ONLY after I received this product that I was concerned about BPA. As I mentioned during this phone call any product that is used with food can not be described as a healthy way of making snacks. This device heats up which has been scientifically proven to cause leeching into the food. On the phone you tried to tell me the trays were metal, they are plastic. I also informed u I called the manufacturer who confirmed this products did indeed contain BPA. While this product may operate as designed so do cigarettes, bleach, etc. None of those are marketed as healthy. I based my decision to purchase this based on the marketing I saw on Evine Live. Yes it is true that on TV the host never said this was BPA free, but it also did not say it contained BPA either. I did disconnect the call because you were using a script responded reply. I also said I was not upset about the BPA misunderstanding, I was upset by the extreme cost of returning a product that is proven to put carcinogenic contaminates in the food that I would be ingesting as would my family. You were trying to twist the facts to avoid refunding my initial shipping. Also advising future preventions of this misunderstanding does not solve my issue. You also said u would update your website about this but since you are a TV shopping Network, I would wonder the statistics of how many people actually look at your website prior to placing an order. I know that I do not. That is online shopping, no TV shopping. I felt the phone call was not an attempt to solve this solution but an attempt to convince me that your companies return policy was fair. It is not, in fact I had to debate if I should keep a product I would never use because sending it back plus letting u keep my original shipping cost more than 50% of the cost of the product. How is that a fair or reasonable policy???

Dear [redacted], During our email correspondence on May 23, 2016, I asked that you provide me with the email confirmation you claimed to have received stating that the entire order ([redacted]) was cancelled.  You provided me with a screenshot from your web account showing that one of the quantity of three items on the order were cancelled.  I apologize for any confusion with the cancellation process. Normally, if an order is not cancelled, EVINE Live does expect the customer to be responsible for return shipping, and any original shipping charges are withheld when the return is processed.  I advised you that as a courtesy, I was waiving the original shipping charge of $13.98, and that pending receipt of the package you state that you refused, a full refund will be issued to your original payment method. If you would like to change the status of your EVINE Live credit card account, please contact Synchrony Bank at ###-###-####. If you would like to discuss this matter further, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at d[redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday. Thank you for your understanding and cooperation. Sincerely, Douglas [redacted] Executive Resolution Office EVINE Live CC:  Revdex.com

Dear [redacted],
We have received your complaint from the Revdex.com regarding an order that was returned to you. I apologize for any inconvenience this has caused.
During our conversation on March 10, 2016, I advised you that when you returned your original Auto-Delivery...

order from May 2015 (O# [redacted]) you did not mark the return form to cancel future Auto-Delivery shipments. EVINE Live shipped your next installment (O# [redacted]) on July 15, 2015. The tracking for this order shows that it was delivered on July 24, 2015, and that it was not refused until August 22, 2015. When the order arrived at EVINE live it was refused as it was beyond EVINE Live's 30 day return policy.
I apologize, but EVINE Live cannot accept returns beyond our stated 30-day return policy
If you would like to discuss this matter further, please contact me directly via telephone at [redacted] or [redacted] or via email at d[redacted]@evine.com between the hours of 9am-5:30pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Dear [redacted],   We have received your complaint from the Revdex.com regarding the return of the [redacted] 14” Intel Quad-Core Notebook (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on August 29, 2016, I advised that the...

UPS tracking number of [redacted] does indicate that you refused the package on August 9, 2016.  I advised you that it went to a wrong address, however, being that this was no fault of yours, I issued an immediate refund to your Visa ending in 9051.   If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:30pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     LeShonn [redacted] Executive Resolution Office Evine   CC:  Revdex.com

July 27, 2017     Ms. [redacted] Toledo, OH 43610     RE: Cr [redacted]        Complaint number [redacted]     Dear Ms. [redacted],     Evine is in receipt of your letter regarding concerns you have on your...

account.    Our records indicate on May 9, 2017 your ValuePays started declining on your Credit Card. We see that you did make payment with Central Portfolio Control on July 25, 2017 in the amount of $65.94 on your Visa [redacted]; your account is now current.   Evine does not report to the Credit Bureaus, so this will not reflect against your credit ratings. We hope that you continue to do business with Evine in the future.     If you have any further questions please contact our office at ###-###-####.     Sincerely,     L. [redacted] Senior Credit Payment Specialist