American General Life & Accident Insurance Co

Initial Business Response /* (1000, 5, 2015/10/15) */
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 July 2, 2014 you placed order number XXXXXXXX for an Invicta Reserve Men's...

Bolt Zeus Swiss Auto SW500 Skeletonized Dial 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 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 Senior Lead
CC: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It sounds like the fact that Evine can do a Hard Credit Inquiry legally is indicated in the fine print or disclosures. I'm disturbed to find out that a merchant can access a consumer's credit report using only the name and address WITHOUT the consumer disclosing a social security number. When I responded to the Value Pay option using Evine's website, it was not obvious that my credit would be pulled or else I would not have made the purchase. It takes 2 years for hard inquires to drop off. Evine's sales practices were not completely explicit in terms of informing the consumer that credit would be pulled. I respectfully ask that the Hard Inquiry be moved to a Soft Inquiry so that my score isn't negatively impacted. This seems to be a reasonable solution and I promise never to use Value Pay in the future.
Final Business Response /* (4000, 9, 2015/10/19) */
Dear Ms. [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 XXXXXXXX was placed online, you requested to use 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. A disclaimer is also listed under "Terms Of Use."
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, 9, 2016/01/26) */
Dear Alexandra [redacted],
We have received your complaint from the Revdex.com regarding the cancellation of your Simmons Beauty Sleep "Edgemoor" Luxury Firm Pillow Top Mattress Set (order#XXXXXXXXX). I apologize for any...

inconvenience this has caused.
I have attempted to reach you via telephone to no avail.
If you wish 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,
Maria [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

April 28, 2017   [redacted] Glen Falls, NY  12801   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding Marquis by Waterford Brookside Beer Steins...

(order# [redacted]).  I apologize for any inconvenience this has caused.   On April 25, 2017, I left you a voicemail advising that I would look into this and contact you once I have received an update.  As of April 28, 2017, your concern is still being researched and I hope to have an update shortly.   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

Dear [redacted],   We have received your complaint from the Revdex.com regarding your online order for 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 contact you by phone to no avail. The order was successful cancelled on 12/27/2016.  As PayPal did not automatically reverse the authorization we emailed them on 1/3/2017 and requested the funds be release to you.  If you have any additional questions, please contact me directly via telephone at ###-###-#### or ###-###-#### or via email at [redacted] between the hours of 9:30am-6:00pm EST, Monday through Friday. Thank you for your understanding and cooperation.   Sincerely,     Diana [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Initial Business Response /* (1000, 8, 2016/03/07) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding delivery of your recent order for Sanita clog shoes (order # XXXXXXXXX). I apologize for any inconvenience this has caused.
During our...

conversation on March 4, 2016, we were able to determine that your order had shipped and was delivered to your home on March 3, 2016. You advised me that this was upsetting to you as you were currently out of town and the package would be sitting outside, and that you wanted an immediate refund. I advised you that I was sorry that you were out of town, but that we would need you to return the item in order to be refunded.
You also informed me that you believed that my team member, LeShonn, was not calling the telephone number you left on his voicemail, you believed that this has delayed your resolution. It was determined that he was calling the number provided in your complaint, we apologize for any inconvenience that this may have caused.
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 Consumer Rebuttal /* (3000, 10, 2016/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. This answer does not respond to any of the poor customer service I received at any point, including the multiple lies I was told by the writer of this letter, his co-worker LeShonn, and the other customer service representatives I spoke with about this issue. Furthermore, it does not even offer an apology for the rude attitude both he and his co-worker LeShonn had when finally returning my calls to speak about this issue.
At this time, I will be writing a new formal complaint regarding all of my issues with Evine to both their company and the Revdex.com in response. Perhaps then I will finally get a respectful answer and perhaps even a sincere apology, although I honestly doubt I will. But atleast the deceitful behavior of this company will be able to be on file to warn others not to shop with them.
Thank you.

Initial Business Response /* (1000, 5, 2015/05/01) */
Dear Ms. [redacted]:
We are in receipt of your letter to the Revdex.com.
Your account with Evine Live had gone over 30 days past due on Order# XXXXXXXX, therefore, the ValuePay option was removed for future purchases. I...

have reviewed your account and the Valuepay option has been reinstated as a one-time exception.
As of today your account with Evine Live is in good standings and you are able to purchase using the ValuePay option.
If you have any further questions or concerns, please contact our Customer Service Department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Senior Credit Payments Lead
CC: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.thank you.      [redacted]

Dear [redacted],   We have received your complaint from the Revdex.com regarding tax on original shipping.  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 9:30am-6:00pm EST, Monday through Friday.   Thank you for your understanding and cooperation.   Sincerely,     Diana [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Dear [redacted],   We have received further correspondence in regards to your complaint from the Revdex.com concerning your Orbit Hover Board (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on January 10, 2017, I emailed you a prepaid UPS label so that you could send the hoverboard in to the warranty department.  On January 13, 2017, I received an email from you advising that UPS would not accept the package.  In order to assist, I issued a UPS pickup so that UPS would make a physical pick-up attempt at your address.  I advised you to keep me updated on this matter as I wanted to make sure it got resolved.   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 6, 2017 [redacted]Everett, WA  98204-8554 Cr:  [redacted]Case#:  [redacted] Dear [redacted], We have received your complaint from the Revdex.com regarding the return of your Cozelle Sheet Set (order# [redacted]).  I apologize for any inconvenience this has caused. On July 6, 2017, I emailed you and advised that unfortunately, the reimbursement of $17.15 did not process due to an internal error.  This has been corrected and the $17.15 credited to your VI[redacted].  Depending on your bank’s processing time, you should see this credit in the next 3-5 business days. 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 OfficeEvine CC:  Revdex.com

Initial Business Response /* (1000, 5, 2016/01/20) */
Dear Ms. [redacted],
EVINE Live is in receipt of your letter to the Revdex.com.
Our records indicate that on January 17, 2016 you placed order #XXXXXXXXX for a SIMMONS BEAUTYSLEEP "EDGEMOOR" LUXURY FIRM PILLOW TOP MATTRESS ONLY...

NO COLOR FULL 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.
The pending authorization of $79.83 will be released back into your account within 3-5 business days as we are not capturing the funds.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
L. [redacted]
Credit Payments Specialist II
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They took my money before doing any credit check, and are still in possession of my money. Their answer did not address the complaint as I stated it. They, themselves, state that value pay option is upon credit approval. Nowhere in their policy does it say that "we will take your money, and if you are not approved, we will hold your money to collect interest on said money until we decide to give it back ".
I still do not have my money back, and I expect something to be done about it. My next step is to file a formal complaint with Consumer Affairs, The Attorney General's offices in both states, as well as the consumer advocate at my local news station. What they are doing is wrong and should be against the law, as it is akin to stealing.
JAN XX XXXX
Store Purchase EVINE LIVE
, EDEN PRAIRIE, MN
ON HOLD
- $79.83
JAN XX XXXX
Mail/Phone Order Purchase
ON HOLD
- $1.00 (from same transaction)
They say their policy states money to be returned within 3-5 days. This is day number 5 and my money is still not there.
I do expect some form of further compensation for this travesty. I am disabled with a very low monthly income and really need that money to try and find a deal on a bed which I so desperately need.
Final Business Response /* (4000, 11, 2016/01/26) */
Dear Ms. [redacted],
This letter is in response to 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.
At the time you place an order an authorization for the amount of the item/ValuePay is obtained to ensure the funds are there. EVINE Live is not holding the amount of $79.83, if the funds are still being held it is by the bank. American Express does not participate in electronic authorization reversals which is how we notify the banks to release the funds back into your account. You will want to follow up with them to determine how long they hold pending authorizations on their end.
Sincerely,
L. [redacted]
Credit Payments Specialist II
CC: Revdex.com

Initial Business Response /* (1000, 5, 2015/09/17) */
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 Evine Live credit card. Unfortunalty this card declined the charges for the next value payments. 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 Reauthorization 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. We have updated your account so that only the ph[redacted] will be used. To bring your account current please contact our Reauthorization department at [redacted].
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 [redacted].
Sincerely,
M. [redacted]
Credit Collections Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
hello- as stated plenty of times via email, phone, and US mail- I sent everything back except one item and that item is being (has) been paid for. The credit card linked to the accounts is up and running with nothing wrong- I have personally spoke to them asking them if it was. The reason for the returns is because a lack of care when shipping or they didn't meet my expectations. I called in and your customer service rep was very rude to me and I just returned everything due to this and took my business elsewhere. I was provided a label from you guys to use, and as I did. Earlier THIS week I tried to resolve this matter over the phone with the number that was told to call and your rep (woman) I could barely understand and she was very short with me as well as rude I then (nicely) asked her to please quit interrupting me and listen to what I had to say and she hung up on ME before I could get the rest of my sentence out.
As for the payments, the card is up and running so the reason that you cannot make the payments seems to be on your end.
And another thing- I don't appreciate you talking down to me in your third paragraph above. I have asked you to stop and the only communication be from US mail and you still refuse to agree with me. If you cannot get the payments to go threw, send them to collections and maybe they will listen and respect my wishes and listen to me. That right there is the main reason I took my business elsewhere and sent the stuff back is because Evine is a rude, disrespectful company and has nothing to ShopHQ. Whoever took over ShopHQ made a huge mistake.
If you have any other communications with me, please do so via US mail- please.
Final Business Response /* (4000, 9, 2015/09/28) */
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.
Our records indicate that you have placed several orders using our ValuePay payment plan. These orders were placed on your EVINE Live credit card. Unfortunately, this card declined the charges for the next ValuePays. We have tried to process your ValuePays again, but the EVINE Live card continues to decline.
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.
To bring your account current please contact our Reauthorization department 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.
In your most recent response, you stated that you had returned all of your purchases; however, EVINE Live has record only of receiving item XXX-XXX from order XXXXXXXXX as a return, which was processed on September 2, 2015.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
M. [redacted]
Credit Collections Lead

July 14, 2017   [redacted] Palatine, IL  60067   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding your recent experience in placing...

an order for the Aragon 55mm (order# [redacted]).  I apologize for any inconvenience this has caused.   During our conversation on July 14, 2017, I advised you that I would review the calls and address with the representatives that you have spoken with.  I emailed you a prepaid UPS label to return the watch, as you stated you had received it defective, and replaced it with a new order (order [redacted]).   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

Initial Business Response /* (1000, 5, 2015/08/12) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding your Simmons Mattress Set (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,
Kris [redacted]
Executive Resolution Office
EVINE Live
CC: Revdex.com

Initial Business Response /* (1000, 5, 2016/03/01) */
Dear [redacted],
We have received your complaint from the Revdex.com regarding the return Swagway Hoverboard (order XXXXXXXXX). I apologize for any inconvenience this has caused.
During our conversation on February 23,...

2016, I advised you that the return would need to be reviewed internally due to it being past the Holiday Return timeframe. On March 1, I advised you that you would be able to return the hoverboard and emailed you a prepaid UPS label.
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]
EVINE Live
Executive Resolution Office
CC: Revdex.com

September 1, 2017   [redacted] Three Bridges, NJ  08887   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding our return shipping...

policy.  I apologize for any inconvenience this has caused.   During our conversation on August 28, 2017, I advised you that not all items are shipped with a prepaid return label.  As a courtesy, I emailed you a prepaid UPS label so that you may return the gym at no cost.   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

Customer#: [redacted] Case# [redacted] Dear John [redacted], We have received the complaint you filed with the Revdex.com regarding the incorrect watch you received (order# [redacted], item# [redacted]). I apologize for any inconvenience and frustration this may have...

caused. Our records indicate you have recently corresponded with Alexandria on our Social Team regarding our returns process. As Alexandria explained, when an item is returned for an 'exchange' at Evine, the return is processed and a new order is placed. Alexandria did offer you a couple different options to resolve this, which you declined. Your recent email indicates you have returned the watch. Once your return has been received and processed, a full refund for what you have been charged will be processed towards your original method of payment. Once again, I do apologize any inconvenience this may have caused. Sincerely, Laura [redacted] Senior Manager, Executive Resolution Office Evine

July 7, 2017     Mr. [redacted] New York, NY 10039-3134     Cr [redacted] and [redacted] Case Number [redacted]     Dear Mr. [redacted],     We have received further correspondence regarding your recent Revdex.com inquiry.   Our records indicate that you have a separate customer account [redacted] that was originally opened in 2007. There was an item placed on this account that, as of today, has not been fully paid for.   We attempted to contact you via letter and phone but were unsuccessful. Your account is currently with our Debt Collector [redacted]. You may contact them at ###-###-#### to make payment arrangements. Until this debt is paid in full, we are unable to accept any orders at this time.     If you have any further questions, please contact our office at ###-###-####.     Sincerely,     K. [redacted] Senior Credit Payment Specialist

October 26, 2017     [redacted]
[redacted]
[redacted]     RE: Cr [redacted]         Case Number 12463843     Dear Mr. [redacted],     Evine is in receipt of your letter to the Better...

Business Bureau.   Our records indicate that on October 22, 2017 you placed order number 125258575 for a 13.3” Apple Macbook Air 128GB Intel I5 Laptop Computer 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 under Terms of Use.   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.   We apologize for the treatment you received by our agent and will address this internally.     If you have any further questions please contact our office at [redacted].     Sincerely,         K. [redacted] Senior Credit Payments Lead Tell us why here...

I am rejecting this response because: I do not accept the response because, I really feel that this is a very dishonest company. Mr. [redacted] did phone me and did apologize for how I was made to feel by the many representatives that I spoke with. However, Mr. [redacted] did nothing else for me. I am a cancer patient and specifically explained to Mr. [redacted] that it would be a great inconvenience for me to have a family member or nurse come get me to take me to get my claims paperwork notarized. He said there is nothing he can do to help me. I feel this is wrong because, there was no reason for this company to continue to show discrimination against me because I had items missing in my package and only asked them to check to see if they could locate the items in their distribution center. As stated in my first complaint, I only wanted to get the items that I paid for and not get a refund. I made a purchase of over eight hundred dollars when I placed my orders. I got my first bill of over two hundred and fifty dollars for the value payments I was charged, and I paid the entire bill early, and it was not even due until the end of May. I made this huge payment in April and only a few days after getting some of my orders.     One of the nasty representatives even let me know that this is the third name that this dishonest company has had. I have shopped with many stores who have online shopping as well as with some of the other big name shopping channels who have had the same names for years and conduct honest practices at their company. I have never been treated like this by any business except for Evine. Mr. [redacted] gave me his number and said I could call him if I needed to, so I called on May 8th 2017 and he never answered me and still hasn't returned my call on Tues. May 9th 2017. I am sad that I have been taken advantage of like this.Sincerely,[redacted]