American General Life & Accident Insurance Co

Initial Business Response /* (1000, 5, 2016/01/11) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding refund for your BAXTON STUDIO MOZAIKA CONTEMPORARY DINING SET NO COLOR 7 PC item 458-588(Order [redacted]). We apologize for any...

inconvenience this has caused.
During our conversation on January 7, 2016, I advised that the items were shipped form a secondary warehouse. I advised that I would have to get in contact with them to find out when your refund would be processed for both of the dining room sets. As of January 8, 2016 I got confirmation that they had processed your return and the refund was issued back to your original method of payment.
If you would like to discuss this matter further, please contact me directly via telephone at [redacted] or [redacted] 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
Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */

Dear [redacted] & [redacted],   We have received your complaint from the Revdex.com regarding your late return request for the One World Hi-Lo Dresses (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on September 26,...

2016, I advised that a one -time exception for a late return would be allowed.  I advised you that the refunds will be issued as long as the dresses are received in our warehouse no later than October 21, 2016.   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

Dear [redacted],   We have received your complaint from the Revdex.com regarding orders that were sent to an incorrect address. The first order for the Patricia Nash “Chieti” leather refillable planner with built in card holder (order# [redacted]). The second for the Patricia...

Nash “Vinci” leather refillable journal with built in paper (order# [redacted]). The third for the Patricia Nash “Alessia” signature studded tote (order#[redacted]). I apologize for any inconvenience this has caused.   During our conversation on July 28, 2016 I advised you that since you stated that our website had your correct address during order placement, I was issuing a refund for two of the orders in question (order# [redacted] & [redacted]). Please note, the online address book is maintained solely by our customer, and we do not have control over the shipping address selected for online orders.  As we discussed, if you wanted to re-place a new order for the product you did not receive we would match the same price and terms. I also suggested for you to log into your online account to ensure that any previous incorrect addresses have been removed. After looking at the third order ([redacted]) is was confirmed that it is set to ship to your correct address.   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

I am rejecting this response because: I did not ask for a credit card from them I gave them my credit card for the items that what they ask for I never gave them the OK to check my credit when I was using my credit card I did not sign for them to do a credit report and it looks like they are going to keep saying I did ask them to do that and it looks to me that they don't care what they did which makes me to have to file a report with the Fair Credit Act and if I understood them that this company may have to pay a fine for in proper credit checks with out the way it is to be done now all I'm asking is that they have it remove from my report that all I want them to do and if they will do it then I will drop the complaint and if they not willing then I will continue to file with the F C A. Thank you again for your help Your [redacted]

I am rejecting this response because: I have reached out to him on several ocasiones and have left a voicemail last on 11/02/17. As of today I have not heard back from him or anyone else at Evine. I’m not sure why the investigation process cannot begin since I have already spoken informed you of the missing packages. Unfortunately I am currently on deployment in Puerto Rico and have limited access to the internet and phone. I am kindly asking if we can start being pro active instead of being re active. It’s been several weeks since my complaint was first submitted and the only thing Evine has done is continue with the harassing collection calls.

April 15, 2016   Michael [redacted]   Cr:  [redacted] Case#: [redacted]   Dear Michael [redacted],   We have received further correspondence from the Revdex.com regarding the replacement of your Simmons Beautysleep Mattress (order# [redacted]).  I apologize for any inconvenience this has caused.   During our email correspondence on April 14, 2016, you stated that you had not heard from the delivery company.  I advised that Simmons stated the delivery company attempted to reach you on April 7, April 8 and April 11 to no avail.  I advised you to contact them back so that you may schedule your delivery, however you refused to do so.   If you have any additional questions, 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,     LeShonn [redacted] Executive Resolution Office EVINE Live   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2015/12/21) */
Dear Mr. [redacted],
We are in receipt of your letter to the Revdex.com and would like to thank you for taking the time to share your concerns with us regarding your account.
Our records indicate that on April 30th, 2015 you...

placed order number [redacted] for two Invicta Reserve watches 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. There is also a disclaimer on our website and on air that indicates that ValuePay is available to qualifying customers.
Per our conversation on May 13, 2015 you expressed you no longer want credit terms from Evine Live. The option for future ValuePays has been removed from your account. In May a request was sent to Equifax to remove the credit inquiry. As you stated this was not done, a second request was sent on August 17th, 2015. After speaking to you last month a third request was sent on November 20th, 2015. After several attempts, Equifax has declined this request. Unfortunatly it is up to Equifax to accept and remove the inquiry.
If you have any further questions please contact our office at [redacted].
Sincerely,
M. [redacted]
Credit Payment Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2016/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT agree or give verbal permission to have a hard credit inquiry on my credit report. The letter above mentions the website. I DID NOT purchase the item from the website. I CALLED customer service and spoke to the representative that did not advise of the hard credit inquiry. There was no disclaimer advised,like banks or credit card lenders etc., who would review your credit. The information above is FALSE. I NEVER accepted the credit terms.
Final Business Response /* (4000, 9, 2016/01/05) */
Dear Mr. [redacted],
We are in receipt of your letter to the Revdex.com and would like to thank you for taking the time to share your concerns with us regarding your account.
Per your conversation on May 13, 2015 with our Credit Department, you expressed you no longer want credit terms from Evine Live. The option for future ValuePays has been removed from your account. In May a request was sent to Equifax to remove the credit inquiry. As you stated this was not done, a second request was sent on August 17th, 2015. After speaking to you last month a third request was sent on November 20th, 2015. After several attempts, Equifax has declined this request. Unfortunatly it is up to Equifax to accept and remove the inquiry.
If you have any further questions please contact our Credit Department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Senior Supervisor Executive Resolution Office

March 8, 2017   [redacted] Purvis , MS 39475   Cr:  [redacted] Complaint ID:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding the Bit 1.5" LCD Touchscreen Smartwatch for...

Android or iOS w/ Two Straps (order# [redacted]). I apologize for any inconvenience this has caused.   I have attempted to reach you via telephone to no avail.   If you would like to discuss this further, please feel free to 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

October 20, 2017   [redacted] Miami, FL  33136   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding the collection calls for an order that you...

have stated was never received.  I apologize for any inconvenience this has caused.   During our conversation on October 17, 2017, you stated that you placed the orders with a phone representative but never received them.  I advised you that our records show that one order was placed via phone representative (order# [redacted]) and the others order was placed via mobile device (order# [redacted]).  It was at this point that you stated, regardless of how the orders were placed, you never received them and you had advised the agency of this once you received calls in regards to payment.  I explained that Evine would not have any way of knowing if a customer received an order unless we were contacted and therefore, the ValuePays would continue to be charged.  I attempted to obtain further information regarding the orders you did not receive; at which time, you disconnected the call.  You emailed me a short time later requesting my Supervisor contact you regarding this matter as you felt I was unhelpful and rude.   Christine, a Manager here at Evine, attempted to reach you several times via telephone to no avail.  When she emailed you, you responded stating you did not want to discuss this matter with her and would pursue it with other actions.   At this time, since we do not have sufficient information regarding the orders you did not receive, we are unable to attempt to file a delivery claim and therefore, are unable to do anything further.   Sincerely,     LeShonn [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 8, 2015/09/16) */
Dear Ms. [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 January 27, 2015 you placed order number XXXXXXXX for a Simmons Beautysleep...

Hammond Lake Euro Top Plush Twin Mattress 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. 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,
K. [redacted]
Credit Payments Lead
CC: Revdex.com

Initial Business Response /* (1000, 5, 2016/02/12) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your recent order of an Invicta watch (order # XXXXXXXXX). I apologize for any inconvenience this has caused.
In your complaint, you state that...

you received the incorrect watch, and that you were advised that you would need to return this watch in order for EVINE Live to send a replacement. EVINE Live does require that the initial order be received in our returns department before sending a replacement.
You have since advised EVINE Live that you used the pre-paid SmartLabel to return this item. Unfortunately, the SmartLabel tracking information does not show any movement, and a claim was initiated. Claim forms have been emailed to you to fill out. For more information regarding your claim, you may contact our Claims team at X-XXX-XXX-XXXX or at [redacted]@evine.com.
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]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (4000, 8, 2016/02/10) */
Dear David [redacted] and Christine [redacted]
We have received your complaint from the Revdex.com regarding the late return of your Cat Footwear Boots (order# XXXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on February 9, 2016, I advised you that a late return would be authorized, however you would be responsible for the return shipping costs and the item would need to be received in our warehouse no later than February 24, 2016.
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 CST, Monday through Friday.
Thank you for your understanding and cooperation.
Sincerely,
LeShonn [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com
Final Consumer Response /* (3000, 6, 2016/02/09) */
Evine live rep, Sean called on 2/4/16 asking we return the call to discuss the case. I replied to the number provided XXX XXX XXXX also requesting a return call. no response as of 2/9/16. second message left at same Evine contact number today 2/9/16. awaiting response.

Dear [redacted],   We have received your complaint from the Revdex.com your Orbit Hover Board (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on July 13, 2016, I advised you that I would have the warranty department...

contact you to assist.  On July 18 and 21st, I attempted to reach you to confirm that the warranty department had reached you, as they had advised that they had spoken to you on July 13 and that they were assisting you.   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

See attached.

July 14, 2017   Jesus [redacted]
[redacted]
[redacted]   Cr:  [redacted] Case#:  [redacted]   Dear Jesus V[redacted],   We have received your complaint from the Revdex.com regarding your Technomarine 46MM Black Reef watch...

(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 [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   CC:  Revdex.com Tell us why here...

Dear [redacted], We have received further correspondence from the Revdex.com regarding our return process.  I apologize for any inconvenience this has caused. As stated previously, our return process was explained to you.   In regards to the billing of your Evine Credit Card statement, Synchrony Bank advised that they had spoken with you in regards to this on July 20, 2016 and copies of your billing statements were mailed on July 22, 2016.  If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at l[redacted]@evine.com between the hours of 9am-5:30pm CST, Monday through Friday.  Thank you for your understanding and cooperation. Sincerely,  LeShonn [redacted]Executive Resolution OfficeEvine CC:  Revdex.com

(The consumer indicated he/she DID NOT accept the response from the business.)
I know for a fact that their information is not correct, why would I wait 3 months later to contact them, I contacted them immediately after I did not receivemy order which was the week of the 13 of jan,2015 and following, they told me to track my order with the tracking number they gave me, ups stated that my order was left on the front porch and no door bell was rung neither was there any car in driveway, they told me they would send me forms through the mail, I never received them, I called again they never came the second time,I called again and they told me someone would contact me within 1-7 business days, everytime I called or sent an email I wrote it down, it was the end of jan,2015 when I called to ask them why are they continuing to take money from my account when I have not received my order and they said they were in contact with ups to see the outcome of my order and they would contact me soon, anytime I use my money I always keep a report of the time I place my order and when will it arrive, I have never been careless of my money, and I know I keep record of all transactions no matter who the company may be, so I know they are not telling the truth, I have my records on when I started calling, and emailing and what time it was and the date.

Dear [redacted],   We have received your complaint from the Revdex.com regarding honoring sale prices for item 642-057 from a previous date.  I apologize for any inconvenience this has caused.   During our conversation on October 18, 2016, I advised I would honor pricing...

and terms from 10/16/2016.  I advised you to review the terms of use on Evine.com for further clarification on policy information.  As we discussed going forward items are to be purchased during the sale to receive sale prices.   If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9am-5:00pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     Diana [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Dear Mr. [redacted], EVINE Live is in receipt of your letter regarding concerns you have on your account.  Our records indicate on March 15, 2016 the installments on your ValuePays became due for order numbers [redacted] and [redacted]. Unfortunately your card declined the charges for these...

payments. Our reauthorization department made several attempts to contact you via the phone number we have on file and were unsuccessful in reaching you. We do show that you went online April 14, 2016 and updated your credit card information which then processed the March installment once they already rolled into collections. Due to this payment, I have removed your account from collections and reinstated your remaning ValuePays to process on the American Express [redacted]. These payments will process on May 14, 2016 and June 13, 2016 for each of the two orders listed above. 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 ###-###-####. Sincerely, L. [redacted] Credit Payment Specialist II CC: Revdex.com [redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the quality of the Slimming Options High Density Leggings that were purchased (order # XXXXXXXXX). I apologize for any inconvenience this has...

caused.
During our conversation on November 25, 2015 I advised you that EVINE Live would approve a late return for this order. I also emailed you a prepaid SmartLabel for the products to be returned. I advised you that once items are received at our returns department, a refund would be issued to the original method of payment that was used to place the order.
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]
[redacted] of the President
EVINE Live
CC: Revdex.com