A customer service representative spoke to the customer and apologized for his concerns. They went over his bill and the customer understood that he has always paid a box rental fee. The representative explained the reason the 06/**/17 bill was more is because a $5.00 late payment fee...
was applied. The customer understood and advised he would like to terminate the account since his price will increase by $10.00 due to a bundle discount expiring in August 2017. The representative offered to add another $10 discount thru 07/2019. Customer thanked the representative and had no additional questions.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: It needs to go on record that that you all want to open an entire account for me and run my credit!!! That is crazy. I have/had an active account with you all for many years, YOU are the ones that closed it on accident. I am in the middle of buying a house and you are not running my credit. Then to suggest I use a friends address and open an account in their name is even crazier. If it is not that big of a deal, then open it up in you name!!! Verizon should have a "dummy" account or a way to access this stuff, this is not my fault and I should not be punished. You have had my money for over a month. Please just return my money you took for services you did not provide and apparently never could provide. [redacted]
CONFIDENTIAL COMMUNICATION July 11, 2016 ...⇄ #[redacted] Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she has rejected our previous response as she indicates our return policy states that if it is defective she can return it anytime. She is requesting we send her the unit back or refund her account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy applies to all returns including any damaged or defective merchandise. It is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Verizon contacted the customer who provided a copy of theagreement that her bill would be manually credit adjusted by $30.00 per monthfor the next 12 months. Verizon is unable to place an automatic credit in thesystem so a monthly follow up has been made by the business office to issue a $30.00per...
I am rejecting this response because:
I have already spoken with Virgin mobile. They agree that the unused, unactivated phone returned with receipt from US Post Office dated 2.24.2016 was in same condition as sold to me.I intend to sue in small claims court, if not instructed to return the phone which is not being used to Fingerhut.The damages to my credit will be penalized.The further harassing phone calls from Collections at Fingerhut will be penalized and the amount of the phone will be doubled to $400.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
When I spoke with Sheryl yesterday, she said she will not know if it is resolved until the next billing statement which is 3/** and posts 3/**. Furthermore, although I was credited $3.50 it was credited to my phone account which now has a huge credit of about $91.00. I have BEEN UNABLE to apply that credit to my Fios account. Until the accounts are merged and that credit is applied to my FIOS bill, this will remain open. I spoke with [redacted] by phone last week requesting that this stay open until it is resolved. I heard last month that they were merged and it is not reflected on my account. Furthermore, Sheryl stated she would not know until next month. So how is it resolved? The treatment that I received was awful and it doesn't appear [redacted] will be penalized for her outlandish behavior. Therefore, until I see my accounts merged and the credit applied this is not resolved. I will not be laying out the $3.50 anymore and will not longer be calling customer service 7 times per month. Sheryl said she will deal with the issues if it is not merged after the bill is posted.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On 12/**/15, a Verizon customer service representative discussed the contract renewal and bill with the customer. The representative explained that the 12 month discount of $30 expired November 2014 and the HBO discount had expired. The representative also offered the customer...
free HBO for 12 months, a $19.99 discount. The customer accepted. The customer was advised that the estimated monthly recurring charges for service is $216. We apologize for the inconvenience that this matter has caused [redacted].
CONFIDENTIAL COMMUNICATION
March 7, 2016
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on...
behalf of Mr. [redacted] regarding his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth G2 Android Tablet on September 15, 2014. We regret to learn of the problems Mr. [redacted] has experienced with the tablet.
We agree that, for additional warranty coverage on the tablet, Mr. [redacted] also purchased a 2-Year Extended Service Plan (ESP). The ESP provider is National Extended Warranty (NEW). Records show that on December 1, 2014, Mr. [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us.
We next received an email from Mr. [redacted] on January 3, 2015 in which he requested NEW's contact information, and we replied on the same date with the appropriate contact details. This information was again sent to Mr. [redacted] on February 25, 2016 in response to the email he sent on the same date.
We recently contacted NEW for any records they might have relating to this issue. They advised they have no contact records associated with the contract number for Mr. [redacted]'s 2-Year ESP (which was included in our emails). It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr. [redacted] contacted them. As a reminder, the correct contract number for this plan is [redacted].
Mr. [redacted] states he was withholding payment because of the issue with the tablet. However, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account.
Our records show that Mr. [redacted]'s account moved to a charge-off status ($200.65 balance) on December 4, 2015 after going unpaid for an extended time period. It was then sold to Jefferson Capital on December 31, 2015 in accordance with the terms of the contract agreement. Mr. [redacted] should continue to work directly with Jefferson ([redacted]) regarding the unpaid debt as they are the legal owner of the account.
For further assistance with the tablet, Mr. [redacted] can contact NEW at [redacted]as he is still within his coverage period. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to contact me; they are liars because I spoke with the Representatives on several occasions and finally the one who admitted the error who transferred me to ROD EID [redacted] then Jesus who also agreed with my situation with Fingerhut advised me that they would correct the error on Credit Report and the Fees which I see they did but my balance was $22.10 when I paid on line the additional was the late fee which I was told was $45.00 per occurrence? While on-line states one thing that is what should be honored.
I am rejecting this response because:
BACKGROUND INFO: Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she usedher catalog number which offered a Free Gift.MY REJECTIONS: 1. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. <<I have attached a confirmation email from FingerHut for my order placed on December 12, 2016 at 10:33PM, so technically my order was placed in the correct time frame to have received my free shipping 2. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. <<Although a nose trimmer is being sent to me, the nose trimmer I ordered was actually not in my catalog, the offer was stated on the Fingerhut website and said it would be applied at checkout (no mention of codes on the website) 3. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. << No phone call recording they are referencing is when I spoke with a "Tia Garcia" from the "Costa Mesa Customer Service" office; however the call I was referencing took place on December 22, 2016. I have attached photos of the call placed when the gentleman I spoke to, whom would not tell me his name, placed me on hold for over 20 minutes after telling me he did not care that I was upset and received incorrect items. I have also attached photos of my return slip and the shipping label for the return of the incorrect items. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. 4. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. << The emails gave the customer service phone number to call, which I did, and received the above mentioned service from the Fingerhut Customer Service departments.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding Verizon repairing their internet service. The consumer contacted Verizon on 8/*/17 to report trouble with their internet service. Verizon dispatched a...
technician to the consumer’s home on 8/**/17 who repaired the service. On 8/**/17 Verizon spoke with the consumer and they confirmed service is now working properly. The consumer will receive an out of service credit for $29.33 that will appear on their 9/**/17 billing statement. The consumer has our contact information should they have any further concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
These people are totally lost. The case has been resolved with their legal team. Please send me return box for your equipment.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account.
Mr. [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit report. Mr. [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees.
According to our records, on October 11, 2013, Mr. [redacted] set up 15 electronic payments to process for the monthly minimum amount due from October 13, 2013 to December 13, 2014. These payments were set up without an agent's assistance on the Fingerhut website.
On January 8, 2015 a letter reminding Mr. [redacted] to make a payment was mailed to the address he provided with this complaint.
Letters were also mailed to Mr. [redacted] on January 20, 2015, February 3, 2015 and February 18, 2015 advising him to contact Fingerhut to make a payment.
Mr. [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed.
According to the call log for phone number 817-793-8098 associated with Mr. [redacted]'s account, Fingerhut made numerous attempts to reach Mr. [redacted] between January 19, 2015 and February 25, 2015 but we were unsuccessful in speaking with Mr. [redacted].
On February 26, 2015, Mr. [redacted] made a payment for $74.97 on the Fingerhut.com website which brought his account current. Unfortunately, his account was reported as thirty days late to the credit bureaus on February 17, 2015 because no payment had been received since December 13, 2014.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
As a courtesy, a $37.00 late fee charged to Mr. [redacted] on February 13, 2015 was credited to his account. This credit will be visible on his June 17, 2015 statement.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept these terms, because I feel like the biggest problem was not addressed. Yes I set up automatic payments for my account to be deducted for actually over a year. The major problem is that I was not sent out any notification that my automatic payment expired. If I would have been informed of this, I would have renewed it, thus causing me not fall behind on my payment. My account has always been paid automatically. I would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset with. I have been a loyal customer who has ALWAYS made my payments on time. Until that is, my automatic payments expired. Automatic payments should not expire unless the customer has a change in account information or just volunteer to stop the payments. If I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustments. Furthermore, I did not receive any messages from fingerhut concerning my bill. I did receive numerous phone calls about my credit limit being increased. As a business, you have an obligation to make sure that your customers are informed about expiring automatic payments. If you would like your customers to stay in good standing. By not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying items. I am so disappointed that the main issue was not addressed. What do you do to remind customers that their automatic payments expire? The $37 dollar credit was not a satisfactory settlement. This has cost me thousands with my credit cards and over a hundred points with my credit score. I am wondering how many other people this as effected in the same way.
Final Business Response /* (4000, 9, 2015/06/29) */
CONFIDENTIAL COMMUNICATION
June 25, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are responding to a second inquiry received from your office regarding Mr. [redacted]'s WebBank/Fingerhut credit account.
In Mr. [redacted]'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired.
Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr. [redacted].
Letters
o Five letters mailed between January 8, 2015 and February 28, 2015.
Monthly Statements
o Sent electronically until December 17, 2014.
o Mailed on January 17, 2015 and February 17, 2015.
o Sent electronically on March 17, 2015 to current.
Phone calls
o Contact was attempted on January 15, 2015 and January 16, 2015.
o Forty seven outbound calls were attempted between January 19, 2015 and February 25, 2015.
Please note that Mr. [redacted] had access to review his account online as well.
Fingerhut's goal is to provide professional customer service in all interactions. We apologize if we have fallen short of Mr. [redacted]'s expectations.
Sincerely,
[redacted]
Executive Care Team
KD/sjj
After reviewing the account, the customer received out of service credits of $9.51 on the 8/2014 bill and $24.49 on the 9/2014 bill. The customer did not receive credit for the service outage 12/**/2014 - 1/*/2015. An adjustment of $23.54 was applied to the account which will appear on the 7/2015...
bill. [redacted] was notified of the credits and was satisfied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becI CHANGED THE ROUTER NUMEROUS SINCE I HAD THIS VERIZON INTERNET SERVICE I HAVE CALLED NUMEROUS TIMES WITH MY COMPLIANT OF HAVING TO REBOOT THE ROUTER ALMOST EVERY DAY SINCE I HAD THIS SERVICE THE MANGER/SUPERVISOR CAN LOOK BACKT THRU MY ACCOUNT AND NOTICE ALL THE NUMEROUS TIMES I HAVE CALLED FOR RESOLUTION THIS IS BECOMING A PROBLEM AND I AM PAYING FOR EACH MONTH IF A RESOLUTION CAN NOT BE MADE I WILL CHANGE MY MY SERVICE TO ANOTHER PROVIDER. WHY AM I NEED RECEIVING COMMUNICATION VIA EMAIL AND THIS IS THE INTERNET SERVICE THAT I AM TRYING TO FIND SOLUTIONS FOR PLEASE CONTACT ME VIA EMAIL I AM TIRED OF PAYING FOR THIS SERVICE EVERY MONTH AND NOT GETTING WHAT I AM PAYING FOR I WILL FILE A COMPLAINT WITH THE FCC AND OTHER AGENCIES THAT ARE LIAISON FOR CUSTOMERS.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he purchased a PS4 and was credited for both the merchandise and the shipping/handling. Mr. [redacted] states he also purchased an XBOX with Gears of War Bundle. He was credited for the merchandise but was required to pay for the shipping/handling. Mr. [redacted]’s desired result is to have the shipping and handling for the XBOX credited to his account and for us to send him a replacement XBOX Bundle System. Our records indicate Mr. [redacted] purchased a Sony PS4 500GB Console Bundle with Star Wars Battlefront Game Voucher and 4 Star Wars Classics Game on January 18, 2016. The total price of the merchandise was $479.99. Mr. [redacted] redeemed the promotion code FREESHIP with his order. This provided his purchase with free shipping. Mr. [redacted] returned this product to Fingerhut and credit for the full merchandise price $479.99 was credited to his account on February 8, 2016. Mr. [redacted] was not charged a return shipping fee for this item. On February 9, 2016 Mr. [redacted] purchased an XBOX One 500GB Console & Gears of War: Ultimate Edition Download Code Bundle. We received this item as a return from Mr. [redacted] on March 7, 2016. $446.04 was credited on that same date for the full merchandise price. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Therefore, Mr. [redacted] was required to pay for the original shipping/handling of $20.99. Mr. [redacted]’s reason for the return was “price/value.” Since this is a “non-qualifying” return reason, Mr. [redacted] was charged $23.95 for a return shipping fee. Mr. [redacted] requested to close his account on March 13, 2016. If Mr. [redacted]’s account was not paid in full when he closed it, his outstanding balances will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. As of March 13, 2016 Mr. [redacted] is not able to use his Account for any future purchases. If Mr. [redacted] wishes to order in the future, we accept Visa, MasterCard, Discover and American Express At this time Mr. [redacted]’s current balance is $113.17. A minimum payment of $54.97 is due by May 27, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATIONMay 4, 2016Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S. River Ridge CircleBurnsville, MN 55337Re: [redacted]Case #: [redacted]Dear Ms. [redacted],I am writing in response to an additional inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Gettington Credit Account. Ms. [redacted] states she does not accept Gettington’s previous response dated April 19, 2016 because she doesn’t believe Gettington tried to reach her by phone. Ms. [redacted] also states Gettington’s terms are unjust because she made a payment before February 22, 2016, yet Gettington reported her delinquent when her husband reversed the payment in March 2016. Ms. [redacted] states she will be closing her account. As stated in our previous response, Ms. [redacted] made a payment for $616.23 on February 8, 2016 which was reversed by her bank on March 23, 2016. If a payment is reversed, it is the equivalent of having never been received. The February 8, 2016 payment was reversed, therefore, there was no permanent payment secured by February 22, 2016. When the payment reversed, Ms. [redacted]’s Gettington account was considered delinquent as of February 23, 2016. The reporting date on Ms. [redacted]’s account is the twenty-sixth each month. On March 26, 2016, no payment had been received for February 22, 2016 or March 22, 2016, so the account was reported thirty days delinquent. The day after the payment was reversed, March 24, 2016, Gettington attempted to contact Ms. [redacted] at each of the three numbers on her account. According to our records, Gettington dialed the number ###-###-#### at 9:49am and the number ###-###-#### at 12:45pm pm on March 24, 2016. Ms. [redacted] states the third number on her account is no longer her phone number.According to an account review on April 13, 2016, the bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of Ms. [redacted]’s terms and conditions which states:“We may report information about your Account to credit bureaus. Late payments, missed payments, or other defaults on your Account may be reflected in your credit report.”If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time.If Ms. [redacted] would like to close her account she may contact us at ###-###-#### for assistance.Thank you for allowing us to explain.Sincerely,Kari [redacted]Executive Care TeamKD/lg
Initial Business Response /* (1000, 5, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Based on the information provided in the inquiry, it is clear that it was not filed by the account holder. In the interest of customer confidentiality, we will send a response directly to the customer.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
A customer service representative spoke to the customer and apologized for his concerns. They went over his bill and the customer understood that he has always paid a box rental fee. The representative explained the reason the 06/**/17 bill was more is because a $5.00 late payment fee...
was applied. The customer understood and advised he would like to terminate the account since his price will increase by $10.00 due to a bundle discount expiring in August 2017. The representative offered to add another $10 discount thru 07/2019. Customer thanked the representative and had no additional questions.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: It needs to go on record that that you all want to open an entire account for me and run my credit!!! That is crazy. I have/had an active account with you all for many years, YOU are the ones that closed it on accident. I am in the middle of buying a house and you are not running my credit. Then to suggest I use a friends address and open an account in their name is even crazier. If it is not that big of a deal, then open it up in you name!!! Verizon should have a "dummy" account or a way to access this stuff, this is not my fault and I should not be punished. You have had my money for over a month. Please just return my money you took for services you did not provide and apparently never could provide. [redacted]
CONFIDENTIAL COMMUNICATION July 11, 2016 ...⇄ #[redacted] Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she has rejected our previous response as she indicates our return policy states that if it is defective she can return it anytime. She is requesting we send her the unit back or refund her account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy applies to all returns including any damaged or defective merchandise. It is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
Verizon contacted the customer who provided a copy of theagreement that her bill would be manually credit adjusted by $30.00 per monthfor the next 12 months. Verizon is unable to place an automatic credit in thesystem so a monthly follow up has been made by the business office to issue a $30.00per...
month credit.
I am rejecting this response because:
I have already spoken with Virgin mobile. They agree that the unused, unactivated phone returned with receipt from US Post Office dated 2.24.2016 was in same condition as sold to me.I intend to sue in small claims court, if not instructed to return the phone which is not being used to Fingerhut.The damages to my credit will be penalized.The further harassing phone calls from Collections at Fingerhut will be penalized and the amount of the phone will be doubled to $400.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
When I spoke with Sheryl yesterday, she said she will not know if it is resolved until the next billing statement which is 3/** and posts 3/**. Furthermore, although I was credited $3.50 it was credited to my phone account which now has a huge credit of about $91.00. I have BEEN UNABLE to apply that credit to my Fios account. Until the accounts are merged and that credit is applied to my FIOS bill, this will remain open. I spoke with [redacted] by phone last week requesting that this stay open until it is resolved. I heard last month that they were merged and it is not reflected on my account. Furthermore, Sheryl stated she would not know until next month. So how is it resolved? The treatment that I received was awful and it doesn't appear [redacted] will be penalized for her outlandish behavior. Therefore, until I see my accounts merged and the credit applied this is not resolved. I will not be laying out the $3.50 anymore and will not longer be calling customer service 7 times per month. Sheryl said she will deal with the issues if it is not merged after the bill is posted.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On 12/**/15, a Verizon customer service representative discussed the contract renewal and bill with the customer. The representative explained that the 12 month discount of $30 expired November 2014 and the HBO discount had expired. The representative also offered the customer...
free HBO for 12 months, a $19.99 discount. The customer accepted. The customer was advised that the estimated monthly recurring charges for service is $216. We apologize for the inconvenience that this matter has caused [redacted].
CONFIDENTIAL COMMUNICATION
March 7, 2016
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on...
behalf of Mr. [redacted] regarding his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth G2 Android Tablet on September 15, 2014. We regret to learn of the problems Mr. [redacted] has experienced with the tablet.
We agree that, for additional warranty coverage on the tablet, Mr. [redacted] also purchased a 2-Year Extended Service Plan (ESP). The ESP provider is National Extended Warranty (NEW). Records show that on December 1, 2014, Mr. [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us.
We next received an email from Mr. [redacted] on January 3, 2015 in which he requested NEW's contact information, and we replied on the same date with the appropriate contact details. This information was again sent to Mr. [redacted] on February 25, 2016 in response to the email he sent on the same date.
We recently contacted NEW for any records they might have relating to this issue. They advised they have no contact records associated with the contract number for Mr. [redacted]'s 2-Year ESP (which was included in our emails). It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr. [redacted] contacted them. As a reminder, the correct contract number for this plan is [redacted].
Mr. [redacted] states he was withholding payment because of the issue with the tablet. However, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account.
Our records show that Mr. [redacted]'s account moved to a charge-off status ($200.65 balance) on December 4, 2015 after going unpaid for an extended time period. It was then sold to Jefferson Capital on December 31, 2015 in accordance with the terms of the contract agreement. Mr. [redacted] should continue to work directly with Jefferson ([redacted]) regarding the unpaid debt as they are the legal owner of the account.
For further assistance with the tablet, Mr. [redacted] can contact NEW at [redacted]as he is still within his coverage period. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to contact me; they are liars because I spoke with the Representatives on several occasions and finally the one who admitted the error who transferred me to ROD EID [redacted] then Jesus who also agreed with my situation with Fingerhut advised me that they would correct the error on Credit Report and the Fees which I see they did but my balance was $22.10 when I paid on line the additional was the late fee which I was told was $45.00 per occurrence? While on-line states one thing that is what should be honored.
I am rejecting this response because:
BACKGROUND INFO: Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she usedher catalog number which offered a Free Gift.MY REJECTIONS: 1. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. <<I have attached a confirmation email from FingerHut for my order placed on December 12, 2016 at 10:33PM, so technically my order was placed in the correct time frame to have received my free shipping 2. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. <<Although a nose trimmer is being sent to me, the nose trimmer I ordered was actually not in my catalog, the offer was stated on the Fingerhut website and said it would be applied at checkout (no mention of codes on the website) 3. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. << No phone call recording they are referencing is when I spoke with a "Tia Garcia" from the "Costa Mesa Customer Service" office; however the call I was referencing took place on December 22, 2016. I have attached photos of the call placed when the gentleman I spoke to, whom would not tell me his name, placed me on hold for over 20 minutes after telling me he did not care that I was upset and received incorrect items. I have also attached photos of my return slip and the shipping label for the return of the incorrect items. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. 4. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. << The emails gave the customer service phone number to call, which I did, and received the above mentioned service from the Fingerhut Customer Service departments.
I am rejecting this response because: This is not my account. Please delete this account. There were several accounts opened without my permission.
Upon receipt of the complaint filed Verizon reviewed the consumer’s account. The consumer expressed concern regarding Verizon repairing their internet service. The consumer contacted Verizon on 8/*/17 to report trouble with their internet service. Verizon dispatched a...
technician to the consumer’s home on 8/**/17 who repaired the service. On 8/**/17 Verizon spoke with the consumer and they confirmed service is now working properly. The consumer will receive an out of service credit for $29.33 that will appear on their 9/**/17 billing statement. The consumer has our contact information should they have any further concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
These people are totally lost. The case has been resolved with their legal team. Please send me return box for your equipment.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account.
Mr. [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit report. Mr. [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees.
According to our records, on October 11, 2013, Mr. [redacted] set up 15 electronic payments to process for the monthly minimum amount due from October 13, 2013 to December 13, 2014. These payments were set up without an agent's assistance on the Fingerhut website.
On January 8, 2015 a letter reminding Mr. [redacted] to make a payment was mailed to the address he provided with this complaint.
Letters were also mailed to Mr. [redacted] on January 20, 2015, February 3, 2015 and February 18, 2015 advising him to contact Fingerhut to make a payment.
Mr. [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed.
According to the call log for phone number 817-793-8098 associated with Mr. [redacted]'s account, Fingerhut made numerous attempts to reach Mr. [redacted] between January 19, 2015 and February 25, 2015 but we were unsuccessful in speaking with Mr. [redacted].
On February 26, 2015, Mr. [redacted] made a payment for $74.97 on the Fingerhut.com website which brought his account current. Unfortunately, his account was reported as thirty days late to the credit bureaus on February 17, 2015 because no payment had been received since December 13, 2014.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states:
"If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
Conversely, accounts that are in good standing will be reported as well.
As a courtesy, a $37.00 late fee charged to Mr. [redacted] on February 13, 2015 was credited to his account. This credit will be visible on his June 17, 2015 statement.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept these terms, because I feel like the biggest problem was not addressed. Yes I set up automatic payments for my account to be deducted for actually over a year. The major problem is that I was not sent out any notification that my automatic payment expired. If I would have been informed of this, I would have renewed it, thus causing me not fall behind on my payment. My account has always been paid automatically. I would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset with. I have been a loyal customer who has ALWAYS made my payments on time. Until that is, my automatic payments expired. Automatic payments should not expire unless the customer has a change in account information or just volunteer to stop the payments. If I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustments. Furthermore, I did not receive any messages from fingerhut concerning my bill. I did receive numerous phone calls about my credit limit being increased. As a business, you have an obligation to make sure that your customers are informed about expiring automatic payments. If you would like your customers to stay in good standing. By not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying items. I am so disappointed that the main issue was not addressed. What do you do to remind customers that their automatic payments expire? The $37 dollar credit was not a satisfactory settlement. This has cost me thousands with my credit cards and over a hundred points with my credit score. I am wondering how many other people this as effected in the same way.
Final Business Response /* (4000, 9, 2015/06/29) */
CONFIDENTIAL COMMUNICATION
June 25, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are responding to a second inquiry received from your office regarding Mr. [redacted]'s WebBank/Fingerhut credit account.
In Mr. [redacted]'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired.
Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr. [redacted].
Letters
o Five letters mailed between January 8, 2015 and February 28, 2015.
Monthly Statements
o Sent electronically until December 17, 2014.
o Mailed on January 17, 2015 and February 17, 2015.
o Sent electronically on March 17, 2015 to current.
Phone calls
o Contact was attempted on January 15, 2015 and January 16, 2015.
o Forty seven outbound calls were attempted between January 19, 2015 and February 25, 2015.
Please note that Mr. [redacted] had access to review his account online as well.
Fingerhut's goal is to provide professional customer service in all interactions. We apologize if we have fallen short of Mr. [redacted]'s expectations.
Sincerely,
[redacted]
Executive Care Team
KD/sjj
After reviewing the account, the customer received out of service credits of $9.51 on the 8/2014 bill and $24.49 on the 9/2014 bill. The customer did not receive credit for the service outage 12/**/2014 - 1/*/2015. An adjustment of $23.54 was applied to the account which will appear on the 7/2015...
bill. [redacted] was notified of the credits and was satisfied
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becI CHANGED THE ROUTER NUMEROUS SINCE I HAD THIS VERIZON INTERNET SERVICE I HAVE CALLED NUMEROUS TIMES WITH MY COMPLIANT OF HAVING TO REBOOT THE ROUTER ALMOST EVERY DAY SINCE I HAD THIS SERVICE THE MANGER/SUPERVISOR CAN LOOK BACKT THRU MY ACCOUNT AND NOTICE ALL THE NUMEROUS TIMES I HAVE CALLED FOR RESOLUTION THIS IS BECOMING A PROBLEM AND I AM PAYING FOR EACH MONTH IF A RESOLUTION CAN NOT BE MADE I WILL CHANGE MY MY SERVICE TO ANOTHER PROVIDER. WHY AM I NEED RECEIVING COMMUNICATION VIA EMAIL AND THIS IS THE INTERNET SERVICE THAT I AM TRYING TO FIND SOLUTIONS FOR PLEASE CONTACT ME VIA EMAIL I AM TIRED OF PAYING FOR THIS SERVICE EVERY MONTH AND NOT GETTING WHAT I AM PAYING FOR I WILL FILE A COMPLAINT WITH THE FCC AND OTHER AGENCIES THAT ARE LIAISON FOR CUSTOMERS.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION May 26,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he purchased a PS4 and was credited for both the merchandise and the shipping/handling. Mr. [redacted] states he also purchased an XBOX with Gears of War Bundle. He was credited for the merchandise but was required to pay for the shipping/handling. Mr. [redacted]’s desired result is to have the shipping and handling for the XBOX credited to his account and for us to send him a replacement XBOX Bundle System. Our records indicate Mr. [redacted] purchased a Sony PS4 500GB Console Bundle with Star Wars Battlefront Game Voucher and 4 Star Wars Classics Game on January 18, 2016. The total price of the merchandise was $479.99. Mr. [redacted] redeemed the promotion code FREESHIP with his order. This provided his purchase with free shipping. Mr. [redacted] returned this product to Fingerhut and credit for the full merchandise price $479.99 was credited to his account on February 8, 2016. Mr. [redacted] was not charged a return shipping fee for this item. On February 9, 2016 Mr. [redacted] purchased an XBOX One 500GB Console & Gears of War: Ultimate Edition Download Code Bundle. We received this item as a return from Mr. [redacted] on March 7, 2016. $446.04 was credited on that same date for the full merchandise price. As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Therefore, Mr. [redacted] was required to pay for the original shipping/handling of $20.99. Mr. [redacted]’s reason for the return was “price/value.” Since this is a “non-qualifying” return reason, Mr. [redacted] was charged $23.95 for a return shipping fee. Mr. [redacted] requested to close his account on March 13, 2016. If Mr. [redacted]’s account was not paid in full when he closed it, his outstanding balances will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. As of March 13, 2016 Mr. [redacted] is not able to use his Account for any future purchases. If Mr. [redacted] wishes to order in the future, we accept Visa, MasterCard, Discover and American Express At this time Mr. [redacted]’s current balance is $113.17. A minimum payment of $54.97 is due by May 27, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATIONMay 4, 2016Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S. River Ridge CircleBurnsville, MN 55337Re: [redacted]Case #: [redacted]Dear Ms. [redacted],I am writing in response to an additional inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Gettington Credit Account. Ms. [redacted] states she does not accept Gettington’s previous response dated April 19, 2016 because she doesn’t believe Gettington tried to reach her by phone. Ms. [redacted] also states Gettington’s terms are unjust because she made a payment before February 22, 2016, yet Gettington reported her delinquent when her husband reversed the payment in March 2016. Ms. [redacted] states she will be closing her account. As stated in our previous response, Ms. [redacted] made a payment for $616.23 on February 8, 2016 which was reversed by her bank on March 23, 2016. If a payment is reversed, it is the equivalent of having never been received. The February 8, 2016 payment was reversed, therefore, there was no permanent payment secured by February 22, 2016. When the payment reversed, Ms. [redacted]’s Gettington account was considered delinquent as of February 23, 2016. The reporting date on Ms. [redacted]’s account is the twenty-sixth each month. On March 26, 2016, no payment had been received for February 22, 2016 or March 22, 2016, so the account was reported thirty days delinquent. The day after the payment was reversed, March 24, 2016, Gettington attempted to contact Ms. [redacted] at each of the three numbers on her account. According to our records, Gettington dialed the number ###-###-#### at 9:49am and the number ###-###-#### at 12:45pm pm on March 24, 2016. Ms. [redacted] states the third number on her account is no longer her phone number.According to an account review on April 13, 2016, the bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of Ms. [redacted]’s terms and conditions which states:“We may report information about your Account to credit bureaus. Late payments, missed payments, or other defaults on your Account may be reflected in your credit report.”If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, please contact us by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time.If Ms. [redacted] would like to close her account she may contact us at ###-###-#### for assistance.Thank you for allowing us to explain.Sincerely,Kari [redacted]Executive Care TeamKD/lg
Initial Business Response /* (1000, 5, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in...
response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Based on the information provided in the inquiry, it is clear that it was not filed by the account holder. In the interest of customer confidentiality, we will send a response directly to the customer.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION June 14,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS