Bluestem Brands, Inc.

CONFIDENTIAL COMMUNICATION
March 24, 2016
Revdex.com of Minnesota
Attn: [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. Enclosed are a statement of account activity, credit application, Terms and Conditions, and an unordered merchandise affidavit.
Mr. [redacted] states in his complaint that there is a WebBank/Fingerhut credit account on his credit report that he believes is fraud. Mr. [redacted] is requesting more information about the account, specifically when the order was placed and what was ordered.
The WebBank/Fingerhut credit account ending in [redacted] was opened on September 28, 2014 when an application for credit was processed online. The name, phone number and email address on the application is the same one provided when contacting us regarding this issue.
One order was placed on September 28, 2014 for an XBOX One Console. The merchandise was shipped by Spee Dee to the address on the application.
A payment for $81.98 was processed on November 22, 2014 with a MasterCard debit card ending in [redacted]. The name on the card was [redacted]. The unpaid balance of $703.22 charged off on July 5, 2015 and the account was sold to [redacted] on August 4, 2015. [redacted] can be reached at ###-###-####.
According to our records, Mr. [redacted] spoke with Fingerhut on April 16, 2015. The account was verified and Mr. [redacted] stated he would pay off the account in May 2015.
The last record of speaking with Mr. [redacted] was July 3, 2015 in which he verified the account and stated he was unable to pay because he was waiting for a tax refund. After reviewing the call recording, Mr. [redacted] gave no indication he suspected this account was opened fraudulently.
An account review on March 18, 2016 confirmed that the credit bureaus are reporting accurately as Transfer/Sold or Purchased by Another Lender with a balance and past due of zero.
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 Mr. [redacted]'s 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.
If Mr. [redacted] believes this account was opened fraudulently, he can complete and return the attached unordered merchandise affidavit. We also ask that he file a police report and send both copies to the following address:
Fingerhut
Attn: Fraud Department
[redacted]
St. Cloud, MN 56303
Mr. [redacted] may also fax the affidavit and police report to ###-###-#### Attn: Fraud. Please include the customer or account number on the fax so we can locate the account.
Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation.
If Mr. [redacted] has further questions or concerns, he can contact the Fraud Department at ###-###-####. Their hours are Monday - Friday 8:00am - 6:00pm Central Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Enclosures

Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 14, 2015
Revdex.com of Minnesota # [redacted]
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 a WebBank/Fingerhut Advantage Credit Account.
Our records show Mr. [redacted] contacted Fingerhut on November 17, 2015 wanting to return a Visual Land Prestige Pro 10" 16GB Android Tablet, which he has purchased on September 16, 2015. The merchandise was returned to Fingerhut on November 30, 2015. No credit or exchange was granted for this return as we require returns to be made in accordance with Fingerhut's return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanged through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers' warranty. Software and music CD's: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only."
The policy is disclosed in at least two locations in all of our catalogs, as well as on our website.
Due to the length of time that has passed since the item was ordered we were not able to accept the return. The merchandise will be returned to Mr. [redacted] within 45 days.
If Mr. [redacted] is having any issues with this product, he will need to address his concerns directly to the manufacturer, Visual Land Inc. He can contact them at[redacted].
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */

CONFIDENTIAL COMMUNICATION   January 12,...

2017                                      ...⇄   Revdex.com of Minnesota                                   �...⇄                                     # [redacted] 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.   In Ms. [redacted]’s inquiry she states that she purchased a Futon Sofa in August 2016 using a promotion code for deferred payments until January 2017.  When Ms. [redacted] received the merchandise, the item was defective and she had to return the item for a new futon. She states that when the exchange was processed the deferred payment option was not added to the new order.    After reviewing Ms. [redacted]’s account it was verified that the Futon Sofa was credited and the new order did not have the deferred payment added to the new order.  We have applied the deferred payment of the Futon Sofa to the exchanged order.  As Ms. [redacted] has made on time payments for previous orders we have reversed any late fees totaling $103.00 accrued during this time.  Ms. [redacted]’s account has been updated to reflect her minimum due on January 18, 2017 in the amount of $46.99.   Additionally, since Ms. [redacted]’s account was delinquent due to the order not being deferred, we have submitted a request to remove the negative remark on her credit bureau report. Ms. [redacted] should allow up to 60 days for her credit bureau report to be updated.   We sincerely apologize for this oversight.  If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday.   Thank you for allowing us to explain.   Sincerely,     Vi [redacted] Executive Care Team   VF/RG

I have requested in the past to stop calling me before my payment due date. Twice they told me they woul stop. Apparently they don't honor their promise. Every month within a week of my payment due date, they email and call daily. I know what my due date is. I have maintained a very positive and responsible account. Save your call and emails should my account be late, which is not going to happen.

Initial Business Response /* (1000, 5, 2014/04/23) */
CONFIDENTIAL COMMUNICATION
April 23, 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 an order was placed via our website on April 18, 2014 for the Western Digital 2TB My Passport Slim Hard Drive and the WD Passport Ultra 500GB Portable Hard Drive.
Our records also indicate that when the order was placed via our website, a Trailer Number was not entered. Before a customer submits an order, they are to verify that the order address is correct before submitting the order.
The Federal Express Tracking results indicate that the Western Digital 2TB My Passport Slim Hard Drive was delivered on Tuesday, April 22, 2014 at 1:18 PM. If Mr. [redacted] has not received this order, he should contact Customer Service at [redacted] Monday - Friday, 8:00 AM - 8:00 PM Central Time for assistance.
Mr. [redacted]'s account is updated with the correct address.
On April 22, 2014, our Specialists emailed the vendor with Mr. [redacted]'s Trailer Number for the WD My Passport Ultra 500GB Portable Hard Drive. Because this item is shipped directly from our vendor, we are not able to overnight the item as he requests. Mr. [redacted] should allow time to receive this item from the vendor.
I apologize for any inconvenience or confusion this may have caused.
Thank you for this opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the first unit on the 22nd of April but only because I was outside and saw the federak ex truck and falged him dowen to receive my package. The drive did not have the correct address as stated in my complant and the message first received was thet the package could not be delived as incorect address and then I did see the truck and flaged down the driver as he was exiting my park and did receive package as he was about to leave the park I live in. ON my second package I still have no tracking number and again will be same problem if the trailer number is not placed on tyhe shipping label. On the first part of the answer I did try to correct the address and called with in a few hours to correct the addres problem but the infomation never was sent to the vendor that shipped my package till after it was shipped. First package was received but not due to the help of the Fingerhut company, [redacted]

CONFIDENTIAL COMMUNICATION
 
New Roman" size="3"> July 25, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄ # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to further inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit account.
 
Ms. [redacted] states she ordered a master craft lawn mower, cordless electric grass trimmer, Bissell powerlifter power brush plus Bissell shampoo. She claims all four items were damaged, so she returned all of them before any payments were due. However, she has been told she owes Fingerhut for the Bissell and shampoo and late payments due to no payments made on these returned items. She is requesting the shampoo, Bissell power cleaner, and late fees be taken off her account.
 
Our records indicate on May 28, 2016 an order was placed for Master Craft 21" High Wheel Gas Mower, Bissell PowerLifter PowerBrush 6.25-Amp Upright Deep Cleaner, Bissell 60-oz. Deep Clean Fiber Cleansing Solution, and Earthwise 12" Cordless Electric Grass Trimmer.
 
Our records indicate the Master Craft 21" High Wheel Gas Mower was returned on June 15, 2016, a full credit for this item was issued the same day. The Earthwise 12" Cordless Electric Grass Trimmer was returned to us on June 22, 2016, a full credit was issued on the same day and the Bissell Powerlifter Power Brush 6.25-Amp Upright Deep Cleaner was received on June 30, 2016, a full credit was also issued on June 30, 2016.
 
We have no record of receiving the Bissell 60-oz. Deep Clean Fiber Cleansing Solution. As a courtesy, we have credited $24.98 to her account, which was the cost of the cleansing solution and $27.00, the amount of the late fee applied to the account on June 27, 2016. In addition, we have credited $0.25 which was the amount of interest accrued from these charges. These credits will show on Ms. [redacted]’s next billing statement. The balance will be $393.96 with a minimum payment of $29.99 due August 1, 2016.
 
As a reminder, Ms.[redacted] can call our Customer Service Team with any additional questions she may have, at ###-###-####, Monday-Friday 8 AM – 8PM, Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/jm

Initial Business Response /* (1000, 5, 2014/01/31) */
CONFIDENTIAL COMMUNICATION
January 29, 2014
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms....

[redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted],
regarding her WebBank/Fingerhut Credit Account.
When an account becomes past due our Payment Department will make reminder calls to our customers to inform them a payment is due. Our records indicate we were unable to reach Ms. [redacted] and because of this, we continue to call. It is important to us to inform our customers of their account status and assist them if necessary.
Per Ms. [redacted]'s request, on January 29, 2014, we have marked her account with a Cease and Desist status so she will not receive phone calls in regards to her account.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

Initial Business Response /* (1000, 5, 2014/02/14) */
CONFIDENTIAL COMMUNICATION
February 14, 2014
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms....

[redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted],
regarding her Fingerhut FreshStart Account issued by WebBank.
I sincerely apologize to Ms. [redacted] for the delay in receiving her free gift.
We are processing an order for a free gift and advise Ms. [redacted] it make take up to 10 business days to receive.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

Initial Business Response /* (1000, 6, 2014/11/13) */
CONFIDENTIAL COMMUNICATION
November 13, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] K [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry that we received from your office on behalf of [redacted] regarding a the missing phone card ordered on his WebBank/Fingerhut Advantage Credit Account.
Per the notes on his account, on November 10, 2014 we received written communication from Mr. [redacted] advising us of the situation. At that time, our agent made an exception for the missing merchandise and issued a credit in the amount of $100 to his account. The agent then placed a new order for a TracFone 450-Minute Airtime PIN Card. According to our information this package shipped on November 11, 2014 with the tracking number [redacted]. This package may be tracked by Mr. [redacted] on the United States Post Office website or by contacting his local post office. The Expected Delivery Date is November 14, 2014 at this time.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

In April I had ordered an item from fingerhut and after a week over the estimated delivery time, I received the wrong item. I contact customer support and send the item back but not without first going through the heartburn of being told I had to wait 24hrs or more just to get a shipping return slip via mail/email. Why should I have to wait for a day for something that could literally be emailed to me within a minute?
After waiting for my return slip and sending the item back I thought thatd be the end of it and everything would be resolved. I even filled out the survey they sent me afterwards. Fast forward a month later I get kind of nervous. I haven't received a statement via mail or email stating the current balance of the account, so I check online to see that my account is listed at being $-29.56. So I call customer service and They tell me that sometimes it takes a while for it to reflect on the website and it should be reflected correctly soon.
Almost another month goes by and I hear nothing so I proactively send an email message through the link on their site asking whats going on and what my account standing is. I call to be placed on hold for over an hour to only be hanged up on afterwards. Fast Forward to today 7/20/2016 (about 2 weeks) I get an alert from my bank saying that $88.40 was attempted to be deducted from a furniture retailer in beijing china (apparently 3rd party biller fingerhut uses I don't know).
The point is. At NO point did I authorize any automatic EFT transfers or payments. And at no point in time did they attempt to contact me via the information provided on my account via postal mail or email or phone to even say my account may be overdue, has issues, etc. This is very shady on their part. I will be paying off my account and never doing business with them ever again.

CONFIDENTIAL COMMUNICATION...



April 25, 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 on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Credit Account.

Our records indicate that Ms. [redacted] recently paid in full the order she placed on September 23, 2015 for an Alcove 16-Piece Everyday Bath Towel Set. The only instance of a late payment occurring was when no payment was received by her January 15, 2016 due date. Ms. [redacted] paid her account on February 3, 2016 which brought it current and has continued to make on-time payments each month thereafter.

To confirm to Ms. [redacted], we reviewed the credit reporting history of her account and it was never reported as being past due. The reason for this is that accounts with us do not report as 30 days past due unless or until they go unpaid for a period of 60 days.

The late payment issue did disqualify her for “graduation” to a regular revolving account. However, she may still use her FreshStart account to place a new order and if she pays off with no late payments, she can graduate to a revolving account at that time.

Thank you for allowing us to explain.

Sincerely,



Vi [redacted]
Executive Care Team

VF/ah

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> June 15, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] claims she has automatic payments set up on her account and has always paid more than the minimum amount due each month. When she made a purchase in March 2016 she was not notified the payments would increase which resulted in a late fee. In May 2016 she was charged an additional late fee when she was not informed her minimum due was even higher. Ms. [redacted] would like to have the late fees removed from her Fingerhut Account.
 
Our records indicate Ms. [redacted] opened her Fingerhut Account on October 19, 2015. Ms. [redacted] placed an order on that same date for an XBOX One 1TB Console Bundle with Madden NFL 16 Game Download and 1 Year of EA Access for $500.98. Her first payment of $34.99 was due by December 3, 2015
 
Ms. [redacted]’s payments are due each month by the 3rd. On December 4, 2015 Ms. [redacted] set up recurring payments of $35.00 to be withdrawn each month on the 3rd. This schedule was setup online was to begin on January 3, 2016.
 
On March 14, 2016 Ms. [redacted] purchased a Nintendo Wii U 32GB Console & Mario Kart 8 Deluxe Bundle for $420.98. As a customer’s balance increases the minimum amount due will also increase. As Ms. [redacted] would have seen on her statement printed and mailed to her on April 7, 2016 her minimum amount due increased to $46.99. It is the responsibility of our customers to ensure the correct minimum amount due is being paid each month.
 
We received a payment from Ms. [redacted] on May 3, 2016 in the amount of $35.00. This did not satisfy the minimum amount due and consequently Ms. [redacted] was charged a $27.00 late fee.
 
During the application process we do ask our customers to verify they understand and accept the terms and conditions of the credit account. Within these terms and conditions is states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.”
 
This brought Ms. [redacted]’s minimum amount due to $71.98, the $11.99 that was due in of April 2016 and $59.99 from the month of May 2016. On June 3, 2016 On May 31, 2016 the recurring payment schedule was cancelled.  Ms. [redacted] made a payment of $71.98 which brought her account out of delinquency.
 
Ms. [redacted] addresses she did not receive notification of her balance increase. It is the responsibility of our customers to keep their personal contact information updated for our records.
 
Ms. [redacted]’s report of unacceptable service from one of our agents is regrettable. Our agents are trained to be to meet our professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We apologize Ms. [redacted] was dissatisfied with her Fingerhut Customer Service experience.
 
The current balance on Ms. [redacted]’s account is $752.63. A minimum payment of $46.99 is due by July 3, 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, 2015/01/14) */
CONFIDENTIAL COMMUNICATION
January 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: Angela [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 on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.

Mr. [redacted] account indicates he placed an order for a Simmons 4x Laser Rangefinder, Exporer 17" Tactical Backpack, 2 Uniden Pair of 50-Mile Waterproof FRS/GMRS Radios and 2 Brinkmann Qbeam 7-LED 110-Lumen Headlight.
Mr. [redacted] informed us of missing items in his shipment on September 9, 2014 however an affidavit was not sent to him until November 6, 2014. Mr. [redacted] was informed that due to the monetary value of the items a police report would be required. The affidavit that Mr. [redacted] was sent also indicates that a police report is required.
Our records indicate that we received the affidavit on December 6, 2014 and it was denied because a police report was not received with the affidavit as requested.
As a one-time courtesy we have issued a credit to Mr. [redacted]'s account for the missing items outlined in the affidavit, I have included a copy of the affidavit for your convenience. He will see this credit on his next billing statement. His current balance is $80.82 with a minimum of $8.99 due by February 7, 2015.
Additionally, we have updated the information on Mr. [redacted]'s account regarding this order to the credit bureaus and advise it may take up to sixty days for the update to process.
We have researched Mr. [redacted]'s account and listened to recordings and did not find that any of our representatives used derogatory language when speaking to Mr. [redacted]. 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 your expectations. However, no additional compensation will be made to Mr. [redacted].
Mr. [redacted]'s account has been closed at his request. If the account is not paid in full at the time of closure, the outstanding balance will continue to accrue interest and other charges and be subject to the terms and conditions of the agreement. Effective immediately, additional purchases on this account will not be allowed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (3000, 7, 2015/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the balance due, and it has been paid, Confirmation #: [redacted]. If that would have happened sooner there wouldn't have been problems.
The part I disagree with is that Fingerhut claims I called in for the first time sept 9th. That is an entire 7 days after the first time I spoke with someone and that is fingerhuts attempt to hide the evidence in the manner. Sept 2nd is when the first person told me the foul offensive language. I spoke with three reps on sept 2nd.
This is the problem fingerhut has, they keep horrible records but then try to attempt to hide that fact.
I am happy with the fact my account was updated correctly and is now closed. I am not happy that fingurhut has lied about when the first time I called them about this issue was.

Initial Business Response /* (1000, 7, 2015/01/08) */
CONFIDENTIAL COMMUNICATION
January 8, 2015
# [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 on behalf of [redacted] regarding the difficulties she had placing an order on her WebBank/Fingerhut FreshStart Credit Account.
Per the notes on the account, on December 24, 2014 Ms. [redacted] spoke to a supervisor and requested a refund directly to her debit card. At that time, she was advised a timeframe of 5-7 day for the credit to appear on her debit card. The $30 down payment has been refunded at this time. We apologize that the timeframe for the transaction was not within her satisfaction.
I have received a copy of the chat transcript with our Customer Service Representative named Seth. As advised by our representative, our promotions are individually bound to customer accounts and the details of each promotion are specific. The details of the requested free shipping promotion code indicated that FreshStart accounts were not eligible for the promotion. All offers through our marketing department on the website and via email include a link to the details of the promotion or the details of the promotion.
In regards to our Guaranteed Christmas Delivery, both the link provided by our representative and the details of the offer on the website indicate that FreshStart credit accounts do not qualify for Guaranteed Christmas Delivery.
We apologize that Ms. [redacted] feels she was not fairly dealt with in this situation, and wish to assure her that it is our goal to provide every customer with the best customer service experience possible.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

Initial Business Response /* (1000, 7, 2015/02/26) */
CONFIDENTIAL COMMUNICATION
February 26, 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.
Due to the limited information provided, it is difficult to determine the exact cause of the issue preventing Ms. [redacted] from making a payment on the Fingerhut website. Some common problems are resolved by customers going into the "Settings/Internet Options" area of their web browser (Explorer, Chrome, Firefox, Safari are common examples) and deleting the "cookies" that their browser has been storing. (A web search of "internet cookies" or something similar will describe them in detail should Ms. [redacted] want to learn more).
Additionally, our website functions optimally when accessed with the Google Chrome web browser, which users may download for free at www.google.com/chrome.
Our records show a web payment was made on Ms. [redacted]'s account on February 25, 2015, indicating she may already have found a solution.
As a courtesy, we have credited the most recent late fee that accrued as a result of this matter. It will reflect on a future monthly statement for Ms. [redacted]'s records.
Our customers are important to us and we strive to assist and satisfy them. We trust with this explanation that we have done so with Ms. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> August 19, 2016                                      ...⇄
 
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] states he has been receiving mailings from Fingerhut for several months addressed to an individual who does not reside at his residence. This has now been corrected.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Fingerhut did not do enough research on an identity thief and let this thief open an account in our name to purchase items by mail. They have little regard for the privacy and safety of the information they collect. They just want to make a sale. DO NOT TRUST THIS COMPANY!

I am rejecting this response because:
The business is selling "grey-market" goods that the manufacturer does not intend for distribution in the USA.  That is the reason that SAMSUNG will not provide warranty service on the items.   The business fails to disclose this fact to buyers at the time of purchase and misrepresents the goods to have valid factory warranties.

Initial Business Response /* (1000, 5, 2016/02/15) */
CONFIDENTIAL COMMUNICATION
February 15, 2016
Revdex.com of Minnesota # [redacted]
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 a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that the Serta Queen 19" Pillowtop Airbed w/ Neverflat Pump was purchased on June 4, 2015. We received this item as a return on December 30, 2015 which was outside of our return window timeframe as outlined in our return policy. However, due to extenuating circumstances, we made an exception to credit the airbed. The credit amount of $239.99 was issued on January 4, 2016, which reflects the price of the bed only. As outlined in our return policy, the shipping and handling charges are nonrefundable and were not included in the credit.
Mr. [redacted]'s monthly billing statements include charges from one of our partner programs, ASP travel insurance, on the first of each month. Mr. [redacted]'s enrollment in this program remains active and will be continue to be billed accordingly. Aside from these charges, the remaining balance consists of late fees and finance charges.
At this time, the total balance on Mr. [redacted]'s account is $380.97 with a minimum due of $64.98 by February 20, 2016. Mr. [redacted] should make a payment of at least this amount by the due date to avoid accruing a late fee and ensure the account remains in good standing.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm

CONFIDENTIAL COMMUNICATION
March 23, 2016
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 Credit Account and related SafeLine Account Protection Plus plan (SafeLine Plus).
Our records show that Ms. [redacted] elected to enroll in SafeLine Plus on December 20, 2012 while completing an application for credit on the Fingerhut website. This is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account; the monthly fee is $1.19 for every $100 of the credit account statement balance and is disclosed in the "fees" section of the customer's monthly statement.
Since early 2014, Ms. [redacted] has opened multiple separate benefit claims with SafeLine and its various categories of covered life events. While Ms. [redacted] does not specify any one claim in particular or a timeframe in which her credit reporting was affected, we received and reviewed all of SafeLine's records for Ms. [redacted]'s recent benefit claims. We found that, with each benefit, there was a common occurrence in which SafeLine received insufficient documentation back from Ms. [redacted], and they had to send additional correspondence and make additional attempts to receive the proper proof that was needed to approve the benefit.
Ms. [redacted] recently initiated claims for:
"Life Event - General" on November 23, 2015
"Life Event - Care for Spouse/Family Member" on January 8, 2016
"Life Event - Change of Primary Address" on January 8, 2016
"Life Event - Reduction in Work Hours" on January 16, 2016, and another
"Life Event - Care for Spouse/Family Member" on February 10, 2016.
For the first benefit claim, Ms. [redacted] returned documentation to SafeLine indicating she wanted to open a benefit for "college graduation". On December 16, 2015 a letter of benefit denial was sent because graduation from schooling is not a covered life event per the SafeLine contract terms. For the second benefit claim, Ms. [redacted] returned a completed application, but it did not include proof of expenses for her care of a sick spouse/family member. On January 20, 2016, SafeLine sent a letter requesting the missing information and stating that, without it, no benefits could be approved.
Her third benefit claim was approved, and she received one monthly benefit payment which posted to her account on January 19, 2016 for $75.51. This was the maximum number of benefits allowed for the "change of address" event type per SafeLine's contract terms. Her fourth benefit was also approved, on March 3, 2016--after Fingerhut waited for an extended period to receive additional documentation from Ms. [redacted]. She did meet the eligibility requirements for the "reduction in work hours" benefit. To date, this benefit has paid a total of $148.53 ($75.51 plus $73.02) to Ms. [redacted]'s account, which represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on March 3, 2016.
Ms. [redacted]'s fifth and latest benefit claim she initiated was approved on February 23, 2016 when SafeLine received documentation to substantiate her care for a sick spouse/family member. To date, this benefit also has paid a total of $148.53 ($75.51 plus $73.02) to her account, as it represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on February 23, 2016.
Please be advised that in all correspondence SafeLine sent Ms. [redacted], it was clearly stated that she remained responsible to make her monthly payments until she received notification from them that a claim was approved. However, when the above referenced benefit payments posted to her account due to her claims being approved, the late fees from January and February 2016 were credited as a result. These credits are reflecting on Ms. [redacted]'s statement dated March 7, 2016.
We reviewed the credit reporting of Ms. [redacted]'s account and maintain that it has been reported accurately.
We cannot revise any past reporting information to the credit bureaus for the reasons stated above, and because we are required by law (Fair Credit Report Act) to furnish accurate reporting.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg