American General Life & Accident Insurance Co

Initial Business Response /* (1000, 5, 2016/03/11) */
Dear Mr. [redacted],
EVINE Live is in receipt of your letter to the Revdex.com.
Our records indicate that on March 5, 2016 you placed order number XXXXXXXXX for the Polaroid Snap Phone. The order was cancelled at your request and...

a notification was sent to PayPal yesterday to release the funds.
You also placed order number XXXXXXXXX on March 5, 2016 for the Polaroid Snap Phone which was cancelled by EVINE Live. We sent an electronic reversal to your bank on
March 6, 2016 requesting that the funds be released. You will need to follow up with your bank to verify this information.
When 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. This information is on our web site at www.evine.com. We use Equifax Information Services LLC to obtain credit report information. A letter was mailed explaining why we are not able to extend the ValuePay option to you based on the information Equifax provided.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
K. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (2000, 7, 2016/03/23) */

July 26, 2017   Jesus [redacted]
[redacted]
[redacted]   Cr: [redacted] Complaint ID:  [redacted]   Dear Jesus [redacted],   We have received further correspondence from the Revdex.com regarding the Techno Marine 46mm Black Reef Swiss Quartz Silicone Strap Watch (order# [redacted]). I apologize for any inconvenience this has caused.   I attempted to contact you via phone on July 7th, 10th and July 12th.  A voicemail was left after each attempt.  I also sent you an email on July 10, 2017, asking that you contact me to resolve this matter. As of July 26,2017, I have not received any response from you. As stated I would be happy to assist you, but my attempts to reach you have been unsuccessful.    If you would like to discuss this matter further, please contact me directly via telephone at [redacted] or [redacted] 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 Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
I called Evine Live when I never received the forms to fill out. The costumer service representative the. Said she would email the forms again. Yet again, I never received any forms to my email. At my last attempt, I asked the costumer service representative to send the dorms in an envelope to my home address and notate our conversation. I waited weeks and again no papers arrived. Then before opening a claim with the Revdex.com I called Evine Live and told them that twice the papers weren't emailed and the ones promised to be mailed were never mailed. I even tried the tracking number again and it says untraceable. This seems very shady to me that the tracking number proves I never received the item. Also, the fact that the company keeps making excuses and lies as to why I haven't received the proper return forms. This is my last resort as I have always shopped online and never encountered this horrible experience. I have added a photo including the purchase total and tracking numbers so you can see I never received the item. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/23) */
Dear Daniel [redacted] ,
We have received your complaint from the Revdex.com regarding the warranty for your Samsung Galaxy phones (order XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on...

February 18, 2016, I advised you that I would contact the vendor on your behalf. On February 18, I contacted you and left a voicemail advising that the vendor provided options for you to either return for a refund or an exchange. On February 23rd, you advised me that you wanted to return the phones for a refund and I advised you that I would inform the vendor.
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.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because I am able to return the phones for a refund.

Initial Business Response /* (1000, 5, 2015/05/21) */
Dear Ms. [redacted]:
We are in receipt of your letter to the Revdex.com.
Our records indicate that Order #[redacted] had a ValuePay due on April 28th, your EVINE Live card declined the charge for several days. The account was...

sent to our reauthorization department to collect payment. Per their records in March you gave authorization to use your Visa *5913 for any future ValuePay's that go past due.
We reached out to Synchrony Bank and they removed the $35 late fee from your EVINE Live card. On May 20th we refunded $86.75 back to your Visa *5913 and charged your EVINE Live card $86.75 for the April ValuePay.
We apologize for any inconvenience this has caused and look forward to doing business with you in the future.
Sincerely,
[redacted]
Credit/Collections Lead
CC: Revdex.com of Minnesota and North Dakota
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate what was done by [redacted] BUT the problem is that I NEVER gave permission to anyone for my debit card to be used. I was called after the payment was declined on the Evine Card and I am sure it was someone calling to ask IF they could indeed put the purchase on my debit card. I NEVER SPOKE TO ANYONE TO SAY YES and I certainly would NOT have said yes until I knew the money was in my account. I then looked to see when my next Value Pay payment is and SOMEONE actually switched the next payments to be put through my debit card. I switched it back to my Evine Live card and I tried to delete my debit card. I certainly hope that I was successful. The other problem that I have is that the payment I made to the Evine Live credit card was returned BECAUSE someone illegally used my debit card for the Value Payment we are speaking of so I lost $30.00 from the bank that Evine Live should most certainly reimburse me for that. I believe that is only fair and just. The worst part I must say was when I went to my local pharmacy to purchase my anti-nausea medication that I unfortunately must take after a round of chemotherapy but I could NOT........ because my balance was $0.00. As I just wrote, the reason why I had nothing in my checking account was because the Evine live Value Pay was illegally taken out of my checking account when my debt card was used, therefore my credit card payment was declined. I became so ill that I NOW understand why that poor 29 year old woman with a brain tumor killed herself. I can not and will never go through another night like that. It's not right. I'm not asking for anything above and beyond, just what should be conveyed as a given. Thank You
Final Business Response /* (4000, 9, 2015/06/04) */
Dear Ms. [redacted]:
This letter is in response to your recent Revdex.com inquiry.
Per your request we issued a $30 refund to your Visa *5913 on June 4, 2015.
We apologize for any inconvenience this has caused and look forward to doing business with you in the future.
Sincerely,
[redacted]
Credit/Collections Lead
CC: Revdex.com of Minnesota and North Dakota
Final Consumer Response /* (2000, 11, 2015/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am extremely happy with Evine Live's response. They obviously truly care about their customers and really care about us as individuals. I appreciate that more than they will ever know. Thank you Evine Live and I thank the Revdex.com as well.

Initial Business Response /* (1000, 5, 2015/11/24) */
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 you have placed...

several orders using our ValuePay Payment plan. These orders were placed on your Visa Card ending [redacted] exp. date of 11/17. Unfortunalty this card declined the charges for the next value payments. Several attempts were made to charge these as per your request, however the card is still decling the charges. The reason they denied the charges is a private matter between you and the bank.
Our Reauthorization department has made several attempts to reach you regarding this matter and several attempts have been made to process these charges. Our reauthorization department has removed your phone # from their files so no further calls will be made. The past due balance of $44.31 can be made directly to EVINE Live via a new credit card or by mailing a check or money order.

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,
L. [redacted]
Credit Payments Specialist 2
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I personally went yesterday 11/24/15 to my banking institution. I worked for the same employer for 28.5 years. I spent over an hour talking to a loan officer at the Credit Union to clear up the mess.Not trying to point fingers,but FIND the problem and tell the ones responsible to clear that up. My wife called the Credit Union 5 times because Evine said the problem was our fault. The credit union told her all 5 times that Evine was using the wrong 3 number security code on the back of the card.THE WHOLE TIME OF THIS FIASCO THERE WAS MORE THAN ENOUGH MONEY TO PAY ANY AND ALL OUR BILLS TO EVINE, HSN, QVC,and local bussineses and utilities. The result from my one on one meeting yesterday is that Evine is using the wrong zip code in our address and that is why their system is kicking it out. When my wife first signed on with Evine,she only told Evine the 5 digit zip code. Someone from Evine had to add the last 4 digits after the dash in our zip code.No one else could have entered on their database.That is what our credit union is standing behind us. We have put a check in the mail for all we owe since this debit card fiasco. I hope all this does not cause multiple debit transactions to be billed. We are caught in the middle and can not do much. We are being pulled one direction by the bank and one direction by Evine. I want to thank Evine for stopping the MULTIPLE,DAILY,THOUGHTLESS,HARRASING calls. To us IT IS our receipt of these senseless attacks.
Final Business Response /* (4000, 9, 2015/12/01) */
Dear Ms. [redacted],
This letter is in response to your recent Revdex.com inquiry.
The credit card has been removed from the past due installments, therefore it will not be billed. Once we receive the check, you indicated was placed in the mail the account will be in good standing with EVINE Live once again.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
L. [redacted]
Credit Payments Specialist 2

I am rejecting this response because:
While I was assured that my feedback would forwarded on to their Merchandising team and Simmons to see if in the future EvineLive could offer Simmons Mattress' to their customers who reside in Hawaii; My requests for contact NOW to see if an agreement could be made was met with a flat "No".  I believe in the validity of my argument, that I reside in close (accessible) proximity to the plant. I was even willing to pick it up but EvineLive was completely inflexible. I explained that I made additional purchases from them, specifically for this product. Apologizing, without any good faith effort on their part to resolve the dilemma, leaves me to question their operation.[redacted]

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.furthermore, the way you handled and remedied the situation was exemplary; you did an awesome job. Thank you!

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear [redacted],
We are in receipt of your letter to the Revdex.com.
Our records show that in June 2006 you placed order number XXXXXXXX and order number XXXXXXXX using ValuePay. In September 2006 the fourth installments...

became due. Your credit card declined these transactions. After six months, this debt had been sold to our debt buyer. Due to this, we have taken a financial loss when offering you ValuePay and are unable to extend this option for future purchases. We are happy to place any order for you using full payment.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Credit Collections Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid this off once we realized what happened. This was 9 years ago and still can't see bigger picture?
This was paid and it wasn't ignored. We moved out of state and didn't realize this happened and given the stress of moving and new schools etc., I find it sad and cold for Evine to not see the bigger picture given prior history.
We would like to purchase many items and are willing to start off small value pay to prove our worthiness. If you cannot accept this then please close all accounts associated with us.
Final Business Response /* (4000, 9, 2015/06/17) */
Dear [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.
When order number XXXXXXXX was requested on our payment plan you had agreed to the terms and conditions of ValuePay with Evine Live. When your credit card declined the transactions and no further payment was made after six months, this debt had been sold to our debt buyer. Due to this, we have taken a financial loss when offering you ValuePay and are unable to extend this option for future purchases.
As you've stated you no longer wish to do business with Evine Live, your account has been closed. If you change your mind in the future we will be happy to reopen your account so you may place orders using full payment.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Credit Collections Lead

Dear [redacted], We have received your complaint from the Revdex.com regarding an order that was shipped to an incorrect address (order# [redacted]).  I apologize for any inconvenience this has caused. During our conversation on May 19, 2016 we discussed our policy in regards...

to orders that are sent to an incorrect address. I advised you that I was issuing a refund for the order in question ([redacted]).   Please note, we may be unable to do this for future orders shipped to a wrong address, as we do not have control over the shipping address selected for online orders. I also suggested for you to log into the account online to ensure that any previous incorrect addresses have been removed. 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

Dear Ms. [redacted],     Evine is in receipt of your letter to the Revdex.com.   Our records indicate that on June 25, 2015 you placed [redacted] for several items 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. O’[redacted] Credit Payment Specialist II

Initial Business Response /* (1000, 5, 2015/06/11) */
Dear Mr. [redacted],
Evine Live would like to thank you for taking the time to share your concerns with us regarding your recent order.
Our records indicate that on June 2nd, 2015 you placed order number XXXXXXXXX for a Baxton Studio...

Bianca Modern Bed with Tufted Headboard - Full Size requesting a payment plan of five 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. 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 X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Credit Collections Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have ordered from QVC and HSN and they never perform a hard credit check. You are not extending any credit to me if so please open a trade line on my credit report and report the payments that I make. If not remove the hard credit inquiry.
Final Business Response /* (4000, 9, 2015/06/17) */
Dear Mr. [redacted],
We have received further correspondence regarding your recent Revdex.com inquiry. It appears that our previous communications with you did not explain the issue as well as you would have liked.
When order number XXXXXXXXX was placed online, you requested on our ValuePay option, and you agreed 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 you are placing your order online and chose the ValuePay option there is a "What is ValuePay" icon which you can click on for more information.
Evine Live is not able to offer any trade line as Evine Live does not report payments.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Credit Collections Lead

I am rejecting this response because:yes they called 2x I was working when I called back I was routed to voicemail and suggested email contact.  I have had none except from your office so I sent an email I am hopeful for a response rather than a dismission which is all I have received at this time

Initial Business Response /* (1000, 5, 2015/12/01) */
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.
After reviewing your account, we have found...

your value payments had gone over 30 days past due on four orders. Due to this, the ValuePay option was removed from future purchases; however, due to your recent experience I have reinstated the payment option. Per our conversation today, this is effective immediately.
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 Payment Specialist II
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */

Initial Business Response /* (1000, 5, 2015/12/23) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding a special payment option offer on the EVINE Live credit card for order XXXXXXXXX. I apologize for any inconvenience this has caused.
During our...

conversation on December 23, 2015, I advised you that after researching, it was found the offer was for Invicta watch orders totaling over $499.00 between August 30, 2015 and October 11, 2015. Your order had one Invicta watch totaling $149.60 and two non-qualifying items, for a merchandise total of $666.05. Unfortunately this order did not qualify for the promotion.
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.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Executive Resolution [redacted]
EVINE Live
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the third story from Evine. They said on air it was the order total that had to be over 499.00. When I called in and complained, they said I did not complain within 30 days of the order. The interest did not show up within 30 days. Now they are saying the offer was only for Invicta watches over 499.00. I know they will keep changing their story until I give up. I will not shop with this company again.
Final Business Response /* (4000, 9, 2016/01/05) */
Dear [redacted],
We have received your further correspondence from the Revdex.com regarding order XXXXXXXXX. I apologize for any inconvenience this has caused.
I apologize if you were previously provided with conflicting information, but the terms provided in my previous correspondence were correct and this was how this promotion was advertised. We are unable to alter your bill with Synchrony Bank.
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.
Thank you for your understanding and cooperation.
Sincerely,
Douglas [redacted]
Executive Resolution Office
EVINE Live

I am rejecting this response because: it is not my responsibility to provide paperwork to Evine, they are the party that generated the additional invoices and overcharged me. Evine is not crediting my account for payments made. Evine should be able to track their own system to identify how I was billed multiple times. Evine should take more interest in fixing this problem and they are NOT.I would like to record my experience with Evine as being very dissatisfactory and unresolved. Since the Evine contact was not willing to invest the time to find the source in their company that was sending my invoices after my account was paid in full, I am very disappointed and see their actions as not resolving the problem of overbilling me.

March 10, 2017 [redacted] Palmer, MA 01069 Cr: [redacted] Complaint ID: [redacted] Dear [redacted], We have received your complaint from the Revdex.com regarding your claim of receiving damaged items. I apologize for any inconvenience this has...

caused. I attempted to reach you to obtain additional information in order to research this matter further. Regrettably, I have been unable to reach you at via phone. In addition to my phone call, I sent two emails asking for you to call me to discuss this matter further; in which your response on March 10, 2017 specifically stated that you request that I make no further contact to with you. If you would like further assistance, please contact me directly via telephone at ###-###-#### or ###-###-#### 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, Bridget [redacted] Executive Resolution Office Evine Cc: Revdex.com

Initial Business Response /* (1000, 8, 2015/07/29) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your World Tech Toys Drone (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
I have attempted to reach you by phone to no...

avail.
If you would like to discuss this 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,
[redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Final Consumer Response /* (2000, 5, 2015/09/03) */
Thank you so much for helping me. With your attention I was able to talk with a [redacted] and he did find that the postal system had been responsible for the delay of the return. I will get my full monetary return and Evine Live will also pay...

for the return of the merchandise.

See how helpful you are.

[redacted]

Initial Business Response /* (1000, 5, 2016/02/05) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your refund for the BAXTON STUDIO STELLA CRYSTAL TUFTED MODERN FLOOR MIRROR WHITE item 440-694(Order XXXXXXXXX). We apologize for any...

inconvenience this has caused.
During our conversation on February 2, 2016, I advised that the UPS label that had been sent out to return the mishipped item for some reason was no tracking. I informed you that I would have to contact our Claims Department. They were able to send you the paperwork to your email to you to help resolve the issue.
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 9:30am-6pm EST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
Maria [redacted]
Office of the President
EVINE Live
CC: Revdex.com