Bluestem Brands, Inc.

Initial Business Response /* (1000, 5, 2015/08/21) */
CONFIDENTIAL COMMUNICATION
August 19,
Revdex.com of Minnesota #XXXXXXXXXX
Attn: *** ***
*** S*** *** ***
*** ** XXXXX
Re: Mr
*** ***
Case #: XXXXXXXX
Dear Ms***
We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut FreshStart AccountWe have included a statement of account activity, credit application, Terms and Conditions, and the Truth-In-Lending Agreement
In Mr***'s complaint, he states that he had agreed to make eight $paymentsMr*** further states that he was charged an extra $Mr***'s desired resolution is to receive a refund for the money paid above $or be given a $credit limit
Our records indicate that a Fingerhut FreshStart Installment Loan account was opened online April 5, when an order was placed with the $down payment for a Keurig MINI Plus Personal K-Cup Brewing System, a Royal Sheet Crosscut Shredder, a Year Service Plan, a Nifty K-Cup Roll Out Storage Drawer, and a second Year Service PlanOn April 6, 2014, the merchandise was shipped FedEx Home to the same address in Mr***'s complaint
We have received multiple payments from various MasterCard and Visa debit cardsThe name on the Visa debit card ending in is *** E***The last payment of $was made on July 06,
Please note that when an installment payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedAdditionally, we may charge a late fee and interest charges will accrue on the balance owedOur Payment Department may phone our customers with payment reminders when a payment is not received by the due date
On June 29, 2015, Mr***'s account charged off with a balance of $and sold to *** on July 29,
Since Mr***'s account had charged off, the payments of $and $on June 2, and June 6, 2015, respectively have been forwarded to ***Please have Mr*** forward future payments to ***
If Mr*** has further questions, he may call *** directly at X-XXX-XXX-XXXX
Thank you for allowing us to explain
Sincerely,
Kari ***
***
KD/sjj
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did pay over $and really as long as you paying on something you not allowed to turn it over that a law I not gonna pay a dine to anyone but fingerhut so ya I paid like $on this never missed a payment of $
Final Business Response /* (4000, 12, 2015/09/10) */
***See attached document
RE: Mr*** ***
Case #: ***
Dear Ms***,
We are writing in response to a second inquiry received from your office on behalf of Mr*** ***
regarding a WebBank/Fingerhut FreshStart AccountWe have enclosed a statement of account
activity and monthly statements from February through June
In Mr***'s rebuttal complaint, he states that has already paid between $and $Mr***
goes on to state that, as long as he is paying something on his bill, his account cannot be soldMr
*** states that he will only pay Fingerhut and that he has never missed a payment
Following the last scheduled monthly installment payment date on December 27, 2014, our records
indicate that on the February 1, statement, all outstanding interest and late fees were added to
the minimum payment duePlease reference the Promise to Pay section of the terms and conditions
that were included in Mr***'s Welcome PacketIt states:
"You promise to pay the Principle Amount, which is the purchase price of the goods and services
you purchase from Fingerhut less your down payment to Fingerhut, plus interest on the unpaid
balance of your Loan at an Annual Percentage Rate of 24.9% (monthly periodical rate of
2.075%)
The actual finance charge you pay may exceed the Finance Charge disclosed in the Truth-in-
Lending Disclosure provided to you, if you make your payments later than the scheduled dates
or in less than the scheduled amountsYou may prepay all or any part of the amount due under
this Agreement at any time without penaltyA partial prepayment will not charge or defer your
next scheduled paymentAmounts outstanding following the last scheduled monthly installment
payment date (and any interest on such amounts) will be due in full one month after the last
scheduled monthly installment payment dateWe can apply your payments to outstanding Finance Charges, your unpaid Principal Amount, or any additional charges in our discretion, subject to applicable legal requirements."
Mr***'s payments totaling $that were received on February 2, 2015, February 7, 2015, and February 27, did not satisfy the remaining balance due of $due on the account February 27,
On the March 1, statement, the remaining balance was $
Mr*** had made four payments totaling $on March 2, 2015, two on March 11, 2015, and March 12,
On the April 1, statement, the remaining balance was $
Mr*** had made three payments totaling $on April 5, 2015, April 20, 2015, and April 27,
On the May 1, statement, the remaining balance was $
Mr*** had made six payments totaling $on May 3, 2015, May 5, 2015, and May 7, 2015, May 10, 2015, May 12, 2015, and May 30,
On the June 1, statement, the remaining balance was $
Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedAdditionally, we may charge a late fee and interest charges will accrue on the balance owedOur Payment Department may phone our customers with payment reminders when a payment is not received by the due date
Mr***'s account charged off with an unpaid balance of $on June 29, and sold to *** on July 29,
If Mr*** has further questions, he may call *** directly at ***
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sjj
Enclosures

On 1/16/I received a horrible call from Gettington (Chelsey) customer service is horrible I got attacked for a payment that I mailed in that Gettington haven't received (Chelsey) needs to learn not to talk on top of the customer and she repeatedly asked me the same questions after I had already told her and she talks to fastI felt like (Chelsey) intentions was more of to upset me then try to collect a payment

Initial Business Response /* (1000, 5, 2014/04/10) */
*** StCloud, MN
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
April 9,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case #
*** - *** ***
Dear Ms***,
I am writing in response to the inquiry that we received from your office regarding *** ***'s Fingerhut FreshStart Credit Account that was opened on July 9,
Our records indicate that an order was placed via our website on November 7, for the Crock Pot Quart Oval Slow Cooker and Super Chef Piece Kitchen Starter SetThe address on the order was ***
Our records also indicate that the address was changed on the Fingerhut FreshStart Credit Account on November 27, 2013, after the order was placed
The Federal Express Tracking results indicate that the order was delivered on November 22, to the address that Ms*** would have had to confirm as the correct address before the order was submitted
As a courtesy to Ms***, I have credited her account for the items that she did not receive in the amount of $I have also credited the accrued late fees in the amount of $and the accrued interest charges in the amount of $As of April 8, Ms***'s account has a credit balance of $for the down payment was made when the order was placedI have requested that a check is mailed to Ms*** in the amount of $She should allow up to business days to receive the check
The Fingerhut FreshStart Credit Account is closed per her request
Thank you for this opportunity to assist and explain
Sincerely,
***
Executive Care Team
VF/tas

CONFIDENTIAL COMMUNICATION
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August 4,
Revdex.com of Minnesota
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: *** ***
Case #: ***
Dear Ms***,
We are writing in response to an inquiry received from your office on behalf of *** *** (the customer) regarding a WebBank/Fingerhut FreshStart Installment Loan account. We have included a copy of the account activity and Terms and Conditions
The customer states they called Fingerhut and requested to have the late payments removed since the account is paidThe customer further states we advised them to make the request in writing, which they did but has not received a response. The customer is requesting to have the late payments removed or the account removed from credit bureau reporting
According to our records, *** *** contacted Fingerhut by phone on July 20, requesting delinquencies be removed from accountA representative advised *** Elliot that the account was reporting accurately and we were unable to honor requestWe are unable to locate any record of receiving a written request for removal of late payments from *** ***
We have received three separate disputes through the credit bureaus and responded directly to the credit bureaus on March 2, April 20, and May 31,
Based on our research, an order was processed on November 22, online for a Hauck Toys Heart Heart Doll High Chair/Swing and a Doll Crib w/Cabinet/Bedding/MobileThe merchandise was shipped via UPS to the same address provided when contacting Fingerhut regarding this issue
We have received three payments including the required $down payment on this accountThe last payment, totaling $86.53, was received online on May 29, with a checking account ending in *** shown in the name of *** ***
Our records indicate there were no payments received towards the account from January 22, through May 28, This resulted in a thirty and sixty day late being reported to the credit bureaus
An account review completed on August 2, confirms that Equifax, Experian and Trans Union are reporting the account accurately as “Paid/Pays As Agreed” with a zero balance
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in *** ***’s Welcome PacketIt 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
If *** *** still has questions about the account regarding what has or has not been reported to the credit bureaus, please contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Time
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sa
Enclosures

Initial Business Response /* (1000, 5, 2015/11/17) */
CONFIDENTIAL COMMUNICATION
November 13,
Revdex.com of Minnesota # ***
Attn: ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear
Ms***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate on March 10, Ms*** purchased a Zeki 8" 8GB Android Tablet with Google PlayOn June 30, Ms*** contacted Fingerhut stating the product was not working properlyThe agent correctly advised her that she would need to contact the manufacturer as we require returns to be made in accordance with our return policy which states:
"We will grant exchange or issue a credit for full cash price within days of receiptAfter days, we will no longer grant an exchange or issue a refundShipping and handling charges are non refundableComputers, camcorders, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash priceAfter that time we can no longer grant exchanges or accept returnsOther product concerns must be handled under the manufacturers' warrantySoftware and music CD's: May be returned for credit or refund only if in the original unopened packaging with the factory seal intactExchanges are permitted for the identical product only."
All of our electronic devices are shipped to customers in a new condition, and have not been previously usedOccasionally, a customer will experience a problem with a device, as if the case with Ms***Unfortunately, this product was not purchased with a warranty and when Ms*** contacted us about the problem, it was outside of our return time frameWe sent a letter to Ms*** on July 29, explaining our return policy
We received Ms***'s return a second time on October 20, At this time, a letter was sent to Ms*** explaining we were unable to accept the return for same the reason stated above, and the product will be shipped back to herShe should allow up to days to receive the product back from Fingerhut
Our records indicate on October 1, Ms*** purchased an additional Zeki 8" 8GB Android Tablet with Google PlayThis tablet is also out of our return policy time frame, which Ms*** was made aware of on November 11,
If Ms*** is having issues with either of her tablets, she will need to contact the manufacturer, Zeki, at ***
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms***: I will be mailing a full response with attachments but first of all I would like to say Fingerhut is lying1) I called early June not June 30th2) I noticed Fingerhut stated after days , they can no longer issue a creditNo days had passed so why can't I return the product? A red flag should jump out to you3) The manufacturer told me the tablet was used/refurbishedI will print and mail the email to youFingerhut can argue with the manufacturer about this4) Fingerhut told me in an email that the reason they emailed me the October 1, Smart Return Label was because the agent thought I was returning the October orderThis is a lieHow could she have thought this when I had not ordered the second ZEKI until much later that dayWhen I was talking to her there no such order had been placedThere was only one order in the systemI will mail this email also5) Fingerhut reassured me twice that this issue was resolvedOnce on 10/1/and again on 10/28/Fingerhut has lied and given very poor customer service bestAt worst, maybe laws have been violatedAgain, do not close this caseThere are some documents I would like to mail youIn fact, I can forward the emails to youWhat email address can I forward them to you? Thank youTalk to you soon***
Final Business Response /* (4000, 10, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 19,
Revdex.com of Minnesota # ***
Attn: ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
As previously stated, our records indicate Ms*** contacted Fingerhut on June 30, stating her tablet was not working properlyAt this time she was correctly advised by the agent that she would need to contact the manufacturer as we require returns to be made in accordance with our return policyShe purchased the tablet on March 10, Ms*** would have had days to return to tablet for credit or exchange
We are uncertain as to why Zeki would have thought the product sent to Ms*** was refurbishedAs we stated in our previous response, all of our electronic devices are shipped to our customers in a new, and unused condition
On October 20, Ms*** returned the tablet she purchased on March 10, At this time, a letter was sent to Ms*** explaining we were unable to accept the return and the product would be shipped back to her
At this time all of the tablets Ms*** has purchased are out of our return policy timeframeIf the tablets still are not working correctly she will need to contact Zeki at ***
We have provided Ms*** with all of the information we have on this matterAt this time, Fingerhut considers this matter closed
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS

CONFIDENTIAL COMMUNICATION
""> June 10, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, MN Re: Case # [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 credit reporting issue on her WebBank/Fingerhut Advantage Credit Account Ms[redacted] states her account was reported as days late back in and disputes this as inaccurate, and would like it removed from the account's reporting history Our investigation confirms that no payments were received for the following payment due date on Ms[redacted]'s account: January 27, 2013, February 27, 2013, and March 27, On April 18, 2013, we received a $payment that brought Ms[redacted]'s account back into a good-standing/paid current status and it continued to be paid on time for the rest of However, the payment history for the months listed above during which no payments were received on her account was correctly reported to the credit agencies, and no changes can be madeWe are required by the Fair Credit Reporting Act to report accurate information to reporting agencies Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION
""> July 20, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, MN 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 a recent credit line change on his WebBank/Fingerhut Advantage Credit Account Mr[redacted] states his credit limit had been as high as $but has since been reduced. He claims this could have been done by a supervisor as it coincided around the time of their conversationHe is requesting his credit limit be restored to $as before Please understand that in the contract agreement terms and conditions Mr[redacted] agreed to upon accepting our credit offer and opening his account, under the section titled "Available Credit," it states, in part: "We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without causeWe will provide notice to you to the extent required by applicable law." Any reduction, increase or other change to a line of credit is the result of ongoing, systematic monitoring of account activity data, such as payment history for exampleThis information may pertain to the Fingerhut credit account as well as a customer's credit history as a whole As a result of this process, on July 6, 2016, Mr[redacted]'s credit limit was reduced from $to its current limit of $The order he placed on the same date for a Sony PlayStation Console with game was cancelled by us as the cost exceeded Mr[redacted]'s updated credit limitOn July 7, 2016, a letter enumerating the detailed reasons for our decision to reduce the credit limit was sent to Mr[redacted]He should allow a few more days to receive this letter if it has not yet arrived We are unable to change his credit limit at this time, but accounts are reviewed up to ten times a year, and should Mr[redacted] again qualify for an increase, he will be notified accordingly by email or regular mail Thank you for allowing us to explain
Sincerely, Vi [redacted] Executive Care Team VF/ah

"Arial",sans-serif">CONFIDENTIAL COMMUNICATION
April 25,
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
SRiver Ridge Cir Burnsville, MN
Re: Case # [redacted] – [redacted]
Dear Ms[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms[redacted], regarding her WebBank/Fingerhut credit account purchase from March 7, for a McLeland Design Electric Microplush Sherpa Blanket
Ms[redacted] states in the inquiry she returned the blanket for the reason that it was defective, which was also the reason stated in her original email notification sent on April 6, We received the blanket as a return on April 12, 2016, which was approved by our Returns Department for a credit covering the full merchandise priceThey did not credit the original shipping/handling due to the standard return policy provision that shipping/handling is non-refundableA return shipping fee was also deducted from the return credit, as the policy also states the customer is responsible for this fee
Allowing for the defective return reason, we have issued further credits covering the original and return shipping/handling costs, and Ms[redacted] has now received credit for the full purchase price of $These credits have already been applied to her account and will reflect on a future monthly statement for her records
We apologize for any inconvenience or confusion this matter may have caused Ms[redacted], but trust our explanation and measures taken will meet her expectations of a satisfactory resolution.
Thank you for allowing us to assist and explain
Sincerely,
Vi [redacted] Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
""> December 29, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, MN Re: Case # [redacted] – [redacted], [redacted] Dear Ms[redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for Mr[redacted] Mr[redacted] states his order had a guaranteed delivery date of December 22, 2016, but as of the inquiry filing date of December 23, it had not been delivered and won't be until December 27, Mr[redacted] states the guaranteed delivery date was not honored Our records confirm an order was placed on Mr[redacted]'s account on December 18, for a Silvertone Black Electric Guitar KitRecords show it was a "Guaranteed Christmas Delivery" eligible item, though we reviewed the tracking information which reflects it was not delivered until December 27, On the same date, a representative from our Executive Care Department called Mr[redacted]Due to the inconvenience, the representative issued a $discount to the order and offered an apology; Mr[redacted] indicated these actions brought about a satisfactory resolution to the matter Please note that this credit has already been applied to the account and will appear on an upcoming monthly statement for Mr[redacted]'s recordsWe appreciate Mr[redacted]'s patience and understanding while we worked toward this resolution Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION
""> August 11, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, MN Re: Case # [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] states she recently returned an HP computer that was damaged, and we advised her that we issued an account credit for it but could not send an exchange, which is what she wantedThen we further advised that if she wanted an exchange she would have to pay the full amount of $Ms[redacted] states she wants an exchange but feels she should not have to be charged for it Our records indicate that on June 3, Ms[redacted] ordered an HP HD Windows All-in-One Desktop ComputerOn June 29, 2016, Ms[redacted] notified us by phone that the computer was defective, and a shipping label was emailed to her to return itWe received it as a return on July 22, and issued an account credit on the same date for the merchandise price of $A credit for $was also issued for the 2-Year Extended Service Plan Ms[redacted] had purchased for the computer Records show Ms[redacted] next contacted us via our web chat service on July 29, 2016, and the representative confirmed the computer was received and credited back to her accountMs[redacted] requested an exchange order be placed for the same item, and the representative explained she would be billed for the exchange as we had credited her for the original computer she returnedMs[redacted] disagreed that she should be billed for the exchange and decided not to have the exchange order placed Ms[redacted] called us later the same day, and again the phone representative advised her correctly that we were required to bill her for the exchange since she received credit for the returnMs[redacted] then authorized the representative to place the exchange order, which they didThe representative advised that they issued further credits covering the $original shipping cost and $return shipping fee for the damaged computer We apologize for the delay issuing the shipping credits, as Fingerhut covers shipping costs in cases of defects and damages not caused by the customerOn July 2016, Ms[redacted] had received credit for the full purchase price of the original order of $ Records show that the exchange order computer was delivered to Ms[redacted] on August 4, Her account has been billed for the exchange order's total purchase price of $which includes the 2-Year Extended Service Plan The current account balance of $is fully accurate as she has been credited in full for the returned computer and correctly billed for the exchange she received. Ms[redacted] also had a balance on her account before she made the initial laptop purchase
Thank you for allowing us to assist and explain
Sincerely,
Vi [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION
""> November 19, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, MN Re: Case # [redacted] – [redacted], [redacted] Dear Ms[redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted] Ms[redacted] states she returned a defective generator after the manufacturer was unable to assist with a repairShe contacted us, requested a credit for the generator, and was told by the representative she would not be chargedHowever, Ms[redacted] was sent an exchange which she immediately returned as wellShe is still being billed the related shipping/handling, but disagrees she should be responsible for any charges Our records indicate Ms[redacted] placed an order on July 25, for a MasterCraft 1600W Gas GeneratorOn September 7, she called customer service requesting to return it as the manufacturer had referred her to usThe representative advised she would need to refer the request to the appropriate department, but "more than likely they will send a return label so they can get an exchange for you," and Ms[redacted] replied "ok." Based on our further review, the return label we sent and that was used to return the generator was indicated to process an exchange On September 26, 2016, we received the generator as a return, and on the same date processed an exchange orderWe received the exchange order generator as a return on October 19, An account credit was issued for the full merchandise price on that same date, but as Ms[redacted] states, the original shipping/handling was not credited at that time and a return shipping fee was deducted from the creditA representative credited the $original shipping charge when Ms[redacted] called to request it on October 31, We apologize to Ms[redacted] for the processing errors made with her return, because although our return policy requires that generators be returned within days of purchase, Ms[redacted]'s request was reasonably made close to that timeframe and given the defective status of the generatorPlease be advised that we have issued the remaining credits owed for the $return shipping fee and any fees and interest that accrued from itAs of this response, Ms[redacted]'s balance is $ Fingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordingly, and we regret if we fell short of this standard with Ms[redacted]We trust the measures we have taken now meet her expectations of a satisfactory resolution Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION
""> November 14, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, MN Re: Case # [redacted] – [redacted] Dear Ms[redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted] Mr[redacted] states that he and his mother each placed one order from Fingerhut, and that he's been receiving calls about the account being past dueHe also states that the monthly payment has doubled on both his purchase and his mothersMr[redacted] also states that he has not been allowed to talk to someone about his mother's account, even though he assists her with her bills In regards to Mr[redacted]'s account, our records indicate he placed an order on August 23, 2016, for a GPX 32" LED TVA statement was printed on September 16, and sent to Mr[redacted] indicating his minimum payment due was $and it was due on October 15, We did not receive a payment until October 31, The payment was for $23.99, but was received sixteen days after the due date A second statement was printed on October 19, 2016, indicating the Mr[redacted]'s minimum amount due was now $and due by November 15, This is because we did not receive the October payment by the due dateWhen the November statement was created, the minimum amount due included both October and November's amount due Mr[redacted]'s account was assessed a late fee on October 15, 2016, in the amount of $23.99, because we didn't receive his payment on time Our records indicate his next payment is due November 15, in the amount of $Mr[redacted] may make his payment on our website, www.fingerhut.com, or in our automated system at ###-###-####, which is available hours a day, days a weekIf Mr[redacted] chooses to make a payment with an agent, the number he may call is also ###-###-####, but a fee of $may be assessed Mr[redacted]'s next statement will print on November 19, In regards to his mother's account, we are unable to assist Mr[redacted] with the account unless he can send in proof of Power of Attorney, showing he's been granted legal rights to manage the account on his mother's behalfWe apologize if this is inconvenient for them, but take our customer's privacy seriouslyIf Mr[redacted] obtains Power of Attorney, he may fax the documentation to us at ###-###-####, Attention: Account Support, or he may mail it to us at: Customer Service [redacted] StCloud, MN Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team

CONFIDENTIAL COMMUNICATION

0in 0pt; text-align: left;" align="left"> 
November 25, 2016
 
Revdex.com of Minnesota                                   �...⇄
Attn: Ms. [redacted]
220 S. River Ridge Circle
Burnsville, MN  55337
 
Re: [redacted]
Case #:[redacted]
 
Dear Ms. [redacted],
 
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account.
 
Mr. [redacted] states he told Fingerhut his payment would be a day or two late, but he would be paying the remaining balance of $132.40. Mr. [redacted] further states when he called to make the payment, he was told the balance was now $147.39. Mr. [redacted] states he will not be doing any more business with Fingerhut and is requesting a full refund of all the extra charges.
 
According to our records, the balance reflected on the October 17, 2016 statement was $132.40. As the minimum payment of $14.99 was not received by the due date on November 13, 2016, Mr. [redacted] was charged a $14.99 late fee. This charge brought the account balance to $147.39.
 
On November 14, 2016, Mr. [redacted] made a payment in the amount of $147.39 which brought his account balance to zero. This balance is reflected on Mr. [redacted]’ November 17, 2016 statement.
 
As a courtesy, on November 22, 2016, Fingerhut issued a credit for the $14.99 late fee charged to Mr. [redacted]’ account on November 13, 2016. Although already applied to the account, the credit will reflect on a future monthly billing statement for Mr. [redacted]’ records.
 
Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Mr. [redacted]’ expectations.
 
 
 
If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Kari [redacted]
Executive Care Team
KD/lg

I placed an order for a video game and a couple of other things. The video game order was cancelled. I called and the out sourced agent told me I had called and cancelled it, which I did not. He would not look further into the matter so I asked for a supervisor. He said I could leave a voice mail. I asked for a manager, once again he said I could leave a voice mail. I told him I wanted this taken care of now because I did not cancel it. I told him he was not helpful and he sent me back into the que. I got someone stateside and she apologized and said she would have an order specialist put the order through again. Next day the order was cancelled and spoke to another out sourced agent who told me the order was cancelled due to fraud, so I was told to give their fraud line a call (stateside phone number). They were unsure as to why it was cancelled, noted the account, and sent me back to an out sourced agent who said they put the order through and to expect my package on the 27th of January. A few hours later, the order was cancelled again. Spoke with a stateside agent who apologized again and had a supervisor looking into it with her (so much for the voice mail only excuse). They still don't know why the order was cancelled, but pushed it through again. At least this agent provided me with a coupon for my next purchase. Fingerhut seems to fair better with their stateside agents - they actually want to help. I am very disappointed and dissatisfied with this company. I won't be coming back after I pay my two items off

CONFIDENTIAL COMMUNICATION...


 
August 23, 2016
 
Revdex.com of Minnesota                                   �...⇄ [redacted]
Attn:  [redacted]
220 S. River Ridge Cir.
Burnsville, MN  55337
 
Re:  Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted].
 
Mr. [redacted] states that “around Christmas 2015” he purchased a hoverboard and enrolled in SafeLine insurance for extra protection on his account. When he was laid off from work in April 2016, Mr. [redacted] states he notified SafeLine of this so they could cover his payment due that month. They did not make his payment and instead required him to send what he felt were excessive and unnecessary amounts of documentation, and in the meantime collection calls were made to him and his account was negatively reported to the credit bureaus. Mr. [redacted] experienced further hardship the following month when the Houston, Texas area where he lives had severe flooding. Following this, he again submitted documents to SafeLine but states he has not had any response as of yet. In addition, he states the hoverboard was defective, and when it caught on fire he had to dispose of it. Mr. [redacted] requests a refund for the hoverboard, and that his account and credit report be put back into good standing regarding this issue.
 
Our records indicate that Mr. [redacted] enrolled in SafeLine Account Protection Plus (SafeLine Plus) on November 29, 2015 as part of the credit application he submitted via Fingerhut.com. SafeLine Plus is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account, and the plan’s monthly fee is $1.19 for every $100 of the credit account statement balance.
 
SafeLine Services advised that on April 8, 2016 Mr. [redacted] initiated an unemployment benefit online via his Fingerhut web account. On April 11, 2016, a benefit activation application with instructions was sent regular mail, which Mr. [redacted] completed and returned to them on April 26, 2016. SafeLine reviewed his forms and determined that the information provided was incomplete. On May 3, 2016 SafeLine sent a letter that they were unable to validate his time at employment because Mr. [redacted] had not filled in that section. To qualify for unemployment benefits, SafeLine’s terms and conditions state, in part, “You must have been working in a job for thirty (30) or more hours per week for the three (3) months immediately preceding your date of Involuntary Unemployment in order to qualify for benefit activation.” This letter also requested Mr. [redacted] to provide proof of state unemployment benefits received and included a reminder that until he received confirmation he was approved for benefits, he remained responsible to make any payments due on his account.
 
SafeLine sent an additional request for missing information on June 2, 2016 stating they had not received the necessary documents. As of this response, SafeLine has not received this documentation. To expedite, Mr. [redacted] may fax the documents to ###-###-####, email them to [email protected] (reference ‘SafeLine’ in the subject) or send regular mail to SafeLine Services, [redacted], Atlanta, GA 30374.
 
Additionally, our records confirm that Mr. [redacted] placed an order via his web account on December 15, 2015 for a Self-Balancing 2-Wheeled Electric Scooter. While the scooter he purchased was not included in the Consumer Product Safety Commission recall, based on Mr. [redacted]’s description of the defects with it, we have decided to make a one-time exception and credit the full purchase price of $575.98. We have credited the entire $400.00 credit line used to purchase the scooter and have refunded the remaining $175.98 he paid for with a Visa ending ‘2942’. He should allow up to five business days from this response for the refund to appear on his Visa debit card. The two payments of $29.99 each that Mr. [redacted] made towards the scooter have been refunded as a check for $59.98, and he should allow up to ten days form this response for it to arrive regular mail.
 
We have also sent an update to the credit bureaus to remove the late payment history associated with this purchase. Please allow up to 60 days for the update to process and reflect on Mr. [redacted]’s credit files. 
 
Thank you for allowing us to assist and explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/ah

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> 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

Initial Business Response /* (1000, 5, 2014/10/06) */
CONFIDENTIAL COMMUNICATION
October 3, 2014
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms....

[redacted],
We are writing in response to a complaint received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account.
Mr. [redacted] states that Fingerhut is calling him in error and he wants his phone number removed from our system because we are calling the wrong party.
We are unable to locate a customer account number with the phone number Mr. [redacted] provided in his complaint. In order to ensure the number has been removed, we will need Mr. [redacted] to provide the number on which he is receiving calls.
Please have Mr. [redacted] contact the Executive Care Team at [redacted] to attempt to resolve this issue.
We apologize for the inconvenience this is causing Mr. [redacted], but we cannot locate the account without the phone number.
Sincerely,
[redacted]
Executive Care Team
VF/sjj

Initial Business Response /* (1000, 5, 2014/03/04) */
CONFIDENTIAL COMMUNICATION
February 28, 2014
Revdex.com of Minnesota # [redacted]
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]'s account reflects he ordered a GPX 32" LED TV on January 7, 2014. This order shipped on January 9, 2014. When we discovered this item had been stuck in transit during shipping, we tried to contact Mr. [redacted] by phone to see if he wanted credit or to have the item reshipped. We were unsuccessful in reaching him. An email was sent to Mr. [redacted] asking him to please contact us. When we did not hear from Mr. [redacted], the order was canceled and credit was issued back to his account.
When credit was issued back to Mr. [redacted]'s account, the original shipping and handling charge was not credited as it should have been in this case. We have now issued credit for the shipping and handling on this order. I sincerely apologize to Mr. [redacted] for any inconvenience this matter may have caused.
Mr. [redacted]'s account reflects a $100.00 credit balance. I have requested a refund check in the amount of $100.00 be sent to Mr. [redacted]. I advise the refund may take up to fifteen business days to process.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

Initial Business Response /* (1000, 5, 2014/08/20) */
CONFIDENTIAL COMMUNICATION
August 19, 2014
Revdex.com of Minnesota #XXXXXXXXXX
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]...

[redacted]
Case #: XXXXXXXX
Dear Ms. [redacted]
We are writing in response to a complaint received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
In her complaint, Ms. [redacted] states that no one told her that her checking account was showing a status of "invalid account" when she was making payments online. Ms. [redacted] also states she would like her account to show that she has paid Fingerhut $200.00 or have her money back.
Ms. [redacted]'s account records show that she made a payment online with her checking account on March 24, 2014 in the amount of $30.00. On April 2, 2014, the payment reversed and collections activity began.
Ms. [redacted] spoke with a representative on April 4, 2014 who told Ms. [redacted] that her checking account was showing as an invalid account number. Ms. [redacted] told the representative that she would call her bank and get back to us. When the representative offered to assist Ms. [redacted] with a payment using a different method of payment, Ms. [redacted] declined and ended the call.
According to Ms. [redacted]'s account notes, the next time she contacted Fingerhut was four months later on August 4, 2014. On that date, the representative explained again that the checking account was showing as "invalid". Ms. [redacted] allowed the representative to deactivate the checking account on file and re-enter the information. A successful payment for $59.99 was made with that new information on August 8, 2014 and two more scheduled payments are set up for September 8, 2014 and October 8, 2014.
Between February 28, 2014 and August 8, 2014, only one payment was successfully processed. A payment for $62.92 was made on April 25, 2014 with a different checking account than the invalid account. On May 25, 2014, Ms. [redacted] used the invalid account again to make a payment and placed an order for a Sony PS4 that she had been trying to order since May 1, 2014. That payment also reversed.
According to her account notes, Ms. [redacted] was informed about her checking account status and the delinquency of her account. Monthly statements were also made to communicate her account activity. If Ms. [redacted] believes there is $200.00 of unapplied funds to her Fingerhut account, we advise her to contact her bank or credit union and either mail proof of payment to the address above or fax it to: X-XXX-XXX-XXXX.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
[redacted]
VF/ljg

Initial Business Response /* (1000, 7, 2014/05/05) */
May 5, 2014, 2014
# [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 that we received from your office regarding [redacted].
Our records indicate that Ms. [redacted] spoke to one of our representatives on December 23, 2013 and did agree to make three payments of $65.00 with the first payment on December 23, 2013, and the second payment on January 23, 2014, and third payment being on February 23, 2014. Ms. [redacted] did not have any Late Fees assessed to her account during the three months of the agreed upon payment plan. This will reflect on Ms. [redacted]'s December, January and February statements.
Ms. [redacted]'s did make a three payments of the agreed upon $65.00 however, the account does not reflect the benefits of the re-age as agreed to. I have re-aged Ms. [redacted]'s account and issued two late fee credits, she will see this on a future statement.
Ms. [redacted]'s April 26, 2014 statement indicates a balance of $ 1421.79 with a minimum payment of $ 242.89 due by May 22, 2014 with $171.81 past due.
If Ms. [redacted] makes the decision to work with an outside Consumer Counseling Service she may notify us at [redacted] M-F 7 AM-9 PM CT.
We are not able to honor Ms. [redacted]'s request to return her merchandise due to the age of her orders.
Fingerhut's Return Policy:
We will issue an exchange or refund for most items returned in new condition within 30 days (60 days for Fingerhut Choice Plus members) of receipt. No returns will be accepted after the home trial period without prior return authorization from Fingerhut. Returns accepted after the home trial period may result in prorated cash or credit adjustments based on the age and condition of the product. Returns will not be accepted for credit after 180 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. If the customer uses a prepaid label to return an item, they may be charged a return shipping fee, which will be deducted from the return credit.

Thank you for allowing us to explain.
.
Sincerely,
[redacted]
Executive Care Team
VF/ca