American General Life & Accident Insurance Co

Dear [redacted],   We have received your complaint from the Revdex.com regarding your two orders for the Cozelle Soft &Comfy Microplush Front Zip Hooded Oversized Wrap w/ Pockets in Plain (order# [redacted] and [redacted]).  I apologize for any inconvenience this has...

caused.   During our phone conversation January 3, 2017 you disclosed to me that when you spoke with our customer service you were advised to send the products back at your expense. I apologized for the misinformation that you received from the agents and we will have it addressed internally. As discussed should you receive any items that are damaged we will send out a pre-paid label if there is no SmartLabel on the invoice. Since you have already packaged items and sent them to our warehouse at your own expense, I advised that once you email me the copy of the return receipt and the return has been received by our warehouse I will reimburse the shipping expense.   If you had any additional questions or need further help, 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   CC:  Revdex.com

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Ms. [redacted],
EVINE Live is in receipt of your letter to the Revdex.com.
Our records indicate that on January 2nd, 2016 you placed Order Number XXXXXXXXX for a Rosetta Stone Powerpack Levels 1-5 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.
Due to the fact that we show record of you attempting to cancel the order on January 5th, we will request that Equifax remove the credit inquiry as long as you either payoff the balance or return the item back to EVINE Live. Either of these would need to happen before we will send the request. The ValuePay option has also been removed from your account so any future purchases will be offered on full pay only.
If you have any further questions please contact our office at X-XXX-XXX-XXXX.
Sincerely,
K. [redacted]
Credit Specialist II

I am rejecting this response because: there is no box marked terms and conditions to accept or not when selecting to use the value pay service none of the other major shopping channels run a hard credit check, Evine could get the necessary information needed on a soft credit check without running a hard credit check

Dear [redacted],   We have received your complaint from the Revdex.com regarding your order for the Samsung Galaxy Note 4 N910H 4GHSPA+ Unlocked GSM Android Cell Phone (order# [redacted]).  I apologize for any inconvenience this has caused.   I have attempted to reach...

you via telephone and through email to no avail.   If you would like 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,     Bridget [redacted] Executive Resolution Office Evine   CC:  Revdex.com

Complaint ID [redacted] Dear [redacted], According to the notes on this customers account, the supervisor who had spoken with Mr. [redacted] on March 13, 2017, contacted the customer today, March 15, 2017, and advised him that the vendor would accept a late return.  A prepaid UPS label...

was emailed to him so that he could return it. If there is anything else you need, please let me know. Regards, LeShonn [redacted]Executive Resolution OfficeEvine

May 8, 2017   [redacted] Las Vegas, NV  89113   Cr:  [redacted] Case#:  [redacted]   Dear [redacted],   We have received your complaint from the Revdex.com regarding the missing items from orders [redacted] and...

[redacted].  I apologize for any inconvenience this has caused.   During our conversation on May 1, 2017, you stated that the representatives made you feel like a criminal.  I apologized that you were made to feel this way and advised that this would be address internally.  I advised you that our Claims Department would need to investigate the matter and that if the items were located, they would be shipped to you and if not, a refund would be issued.  I also advised you that if a refund is issued, we can replace the items at your original payment terms.   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, 2015/09/30) */
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 September 24, 2015 you placed order number XXXXXXXXX for a Vizio 49" 4k Smart...

LED-Backlit LCD TV w/ 2 year Warranty 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.
In addition, once the order was cancelled we sent an electronic reversal to your card issuer requesting the funds be released as we would not be presenting the charge. Please follow up with your bank to ensure these funds have been released.
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 Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You need to change the way you have it posted about pulling a credit report. When someone selects value pay a box must pop up that explains you are going to pull a credit report and they must enter their social security number and agree to this. I never gave you my social security number therefore I legally did not give you permission to do a hard pull on my credit. I know my legal rights and the way you are conducting business is wrong. Please do not tell me if there is anything you can do for me to contact you because there is nothing you can do for me except make it more clear and discrimination free for the rest of your future shoppers. Take some pointers from HSN and QVC who have been in business for years and not changing names every year. Good luck with this name and the next and the next and the next

I am rejecting this response because: How is it fair if lets say I ordered 5 items on different days and requested value pay and you run my credit every time.  That's not right.   Your competition HSN and QVC has a flex payment plan available but do not run your credit and still ship out the item after first payment is made.  If you stick with your decision fine, I will not be ordering from evine anymore and I will for sure to tell my friends and family not to and will take to social media in regarding this situation ( twitter  facebook  )  And what is making matter more aggravating is that I have not received my refund?