Bluestem Brands, Inc. Reviews (628)
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Address: PO Box 176, Jessup, Pennsylvania, United States, 18434
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Initial Business Response /* (1000, 5, 2014/03/12) */
[redacted] St. Cloud, MN 56303
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
March 12, 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 an inquiry we received from your office regarding [redacted].
Our records indicate that orders were placed in September 2006, March 2007, April 2007, and June 2007.
Our records also indicate Mr. [redacted]'s monthly billing statements printed on the 19th of each month and his payment was due on the 15th of the following month. The last payment that we received on Mr. [redacted]'s WebBank/Fingerhut Credit Account was on June 12, 2007.
Because we did not receive payments from Mr. [redacted] after June 12, 2007, his Fingerhut Credit Account was sold to CompuCredit/Jefferson Capital on October 1, 2009.
Mr. [redacted] contacted us several times via email in 2010, 2012 and 2013. Each time it was explained to him via email that his Fingerhut Credit Account was sold.
Because his Fingerhut Credit Account is sold, Mr. [redacted] must contact CompuCredit/Jefferson Capital at [redacted] to discuss the balance owed.
Thank you for this opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas
Final Consumer Response /* (3000, 7, 2014/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yea but I cant play it a TN LAW that it cant be over 6 years . this account is 8 years old I want all my payments back please
Final Business Response /* (4000, 10, 2014/03/14) */
[redacted] St. Cloud, MN 56303
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
March 14, 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 rebuttal that we received from your office regarding [redacted].
Our records indicate that orders were placed in September 2006, March 2007, April 2007, and June 2007.
The total amount for the purchases was $417.38. Mr. [redacted] returned an item and his Fingerhut Credit Account was credited $60.72 ($417.38 - $60.72 = $356.66). Our records indicate that Mr. [redacted] made payments totaling $246.23 ($356.66 - $246.23 = $110.43). The purchases total $417.38 minus the return and the payments received, left a balance owed in the amount of $110.43. Because there was a balance owed and because we did not receive payments, the Fingerhut Credit Account accrued interest charges in the amount of $45.02 and late fees in the amount of $99.40 ($110.43 + $45.02 + $99.40 = $254.85). This is the amount that is owed to CompuCredit/Jefferson Capital.
The last payment that we received on Mr. [redacted]'s WebBank/Fingerhut Credit Account was on June 12, 2007.
Because we did not receive payments from Mr. [redacted] after June 12, 2007, his Fingerhut Credit Account was sold to CompuCredit/Jefferson Capital on October 1, 2009.
As stated previously, because his Fingerhut Credit Account is sold to CompuCredit/Jefferson Capital, he must work with them directly regarding this account. He may contact them at [redacted] to discuss the balance owed.
We will not credit Mr. [redacted] his payments back as he requests. The payments we received were for merchandise that he ordered and received.
In response to the credit bureau reporting, the credit bureau reporting is accurate and in full compliance with the requirements of the Fair Credit Reporting Act ("FCRA").
Thank you for this opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas
Date Sent: 6/20/2016 6:46:42 PM
CONFIDENTIAL COMMUNICATION
June 20, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit Account and the information she has provided us to contact the Paris Police Department regarding her being denied the opportunity to file a police report.
We have again spoken with UPS who has also confirmed that the package was delivered with a tracking number of #[redacted] on March 23, 2016 at 10:40 AM and was left behind a security gate at [redacted] Paris, Texas 75460.
While we were unable to speak to Officer [redacted] directly at the number provided, we were able to speak to someone at the Paris Police Department who stated they have no record of Ms. [redacted] contacting them to file a police report. The officer we spoke to will relay the message to Officer [redacted] that our tracking indicates the package was delivered but Ms. [redacted] states she didn’t receive the package. Due to the information given to us by the Paris Police Department we will once again request that Ms. [redacted] contact Officer [redacted] or the Paris Police Department to file a report.
Ms. [redacted] can call the Executive Care Team at ###-###-#### with any additional questions she may have. We will continue to wait for Ms. [redacted] to mail a copy of the police report to [redacted] Saint Cloud, MN 56303 or fax to ###-###-#### attention: Executive Care Team –Jessica.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
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
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
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August 1, 2016
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 a complaint submitted by Mr. [redacted], regarding catalogs he continues to receive for an individual who previously lived at his current address.
We have requested that a permanent suppression be added to our records for Mr. [redacted]’s address. Unfortunately, our catalogs are printed in advance, so it is possible that Mr. [redacted] may receive additional catalogs within the next 6 to 8 weeks – they should stop completely after that timeframe.
In regards to Mr. [redacted] being asked for the last four digits of his social security number, our agents are trained to verify certain pieces of information from caller’s to ensure the integrity of information being provided. In this instance, Mr. [redacted] was asked for that information incorrectly, and we apologize for that oversight.
Thank you for this opportunity to explain.
Sincerely,
Vi [redacted]
Executive Care Team
Fingerhut Customer Service
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
Initial Business Response /* (1000, 8, 2014/07/25) */
[redacted] is not the account holder of the account. The account belongs to her brother, [redacted]. When [redacted] called we advised we are not authorized to speak with 3rd parties. To address the merchandise not received issue: We...
followed our policies and procedures when handling this matter with the account holder. We have communicated with [redacted], the account holder, via mail and email, and he has not directly disputed our denial to the merchandise not received claim.
Denial reasons:
1 - Length of time. Both orders were delivered on December 18, 2013. PayCheck Direct sent an affidavit on February 6, 2014 and did not receive it back until March 31, 2014.
2 - Affidavit was not signed by account holder. It was completed by [redacted]. [redacted] lives at the ship to address, however [redacted] as the account holder was required to sign the legal document.
3 - [redacted] indicated on affidavit that the item on [redacted] was received. [redacted] claimed merchandise not received was on [redacted], however this order was returned with the original packing slip to our warehousing facility and credit was given. [redacted], the account holder, is being charged for [redacted] which was never reported as missing. This indicates both orders would have been received on December 18, 2013 per FedEx tracking.
4 - No police report was filed as requested with the original affidavit.
After we denied the claim, we did receive a police report on May 12, 2014, however due to the length of time and our investigation, the claim was still denied.
Initial Business Response /* (1000, 7, 2015/03/30) */
CONFIDENTIAL COMMUNICATION
March 27, 2015
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any inconvenience caused in his attempt to return the HP Beats 15.6" 8GB Blk/Red Touch Screen Laptop that Fingerhut has not received.
I have thoroughly reviewed Mr. [redacted]'s account and offer the following information. On December 9th, 2015, the HP Beats 15.6" 8GB Blk/Red Touch Screen Laptop was delivered to [redacted]Hannibal, MO 63401, delivered by UPS. This information can be located with the tracking number [redacted].
While Mr. [redacted] indicates he refused the merchandise, tracking records indicate the item was not refused, but was delivered, as stated above. We have also checked our internal systems and we were unable to locate a return for the merchandise.
On Mr. [redacted]'s Fingerhut account, the address he lists for himself is the same address to which the merchandise and affidavit were mailed to.
We have sent another affidavit to Mr. [redacted]. He should receive that within 7 to 10 business days by regular mail. Once we have received the affidavit back we can complete our investigation. No adjustments will be made to the account at this time, we do advise our customers to keep their account current during this time, so it does not report to their credit or affect their Fingerhut account.
Our customers are very important to us and we strive to assist and satisfy them. We will continue to work with Mr. [redacted] until this matter is resolved.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (3000, 9, 2015/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have supposedly mailed this affidavit multiple times yet it has never arrived. I feel this is a poor representation of customer service. If the affidavit is not received in the ten business days I will be filling a lawsuit against this company.
Final Business Response /* (4000, 17, 2015/05/11) */
CONFIDENTIAL COMMUNICATION
May 8, 2015
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 further inquiry we received from your office on behalf of [redacted].
Mr. [redacted] states he has not received the affidavits sent out to him for his missing order of HP Beats 15.6" 8GB Blk/Red Touch Screen Laptop placed on December 3, 2014.
The affidavits were sent to the address we have on file [redacted] Hannibal, MO, 63401. We have no record of Mr. [redacted] requesting to be opted out of our mailing list.
We have emailed the affidavit to Mr. [redacted]'s email of [redacted]@GMAIL.COM. If Mr. [redacted] would like us to fax the affidavit to him, he can provide a fax number.
Our customers are very important to us and we strive to assist and satisfy them. We will continue working with Mr. [redacted] until this matter is resolved.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
CONFIDENTIAL COMMUNICATION
Roman" size="3"> August 24, 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.
Mr. [redacted] states he received a temporary credit line increase from Fingerhut which affected his credit report. He would like the temporary credit increase restored on his account or to opt out of future temporary credit increases.
Per the Account Terms and Conditions to which Mr. [redacted] agreed to, “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Any reduction, increase, or other change to the account’s credit limit is the result of ongoing systematic monitoring of account activity data. This information may pertain to the customer’s Fingerhut Account as well as their credit history as a whole.
Customers showing an overall strong performance with respect to credit may notice their WebBank/Fingerhut Advantage Credit Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer’s regular credit limit is given a permanent increase matching the amount of the order(s), to a rounded dollar figure. If no orders are placed within the applicable timeframe, the temporary increase expires and the regular credit limit is restored.
Our records indicate a temporary increase of credit was issued on April 1, 2016 which brought Mr. [redacted]’s credit limit to $2,800.00. The offer was to expire on June 30, 2016.
While we feel this process does not have any long-term, unreasonable impact on our customer’s credit ratings, we respect and will accommodate customer requests to opt out of it.
On August 23, 2016 Mr. [redacted]’s credit limit was frozen at $1,800.00. There will not be any further credit line increases issued to his account.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
CONFIDENTIAL COMMUNICATION
March 23, 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 Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she spoke with a representative on March 14, 2016 at which time an agreement to send a replacement was reached with Ms. [redacted]. The Chef's Mark .7 cu. ft. 700-Watt Microwave Oven was purchased on April 10, 2015 and came with a one year limited warranty. The extended warranty doesn't start until the limited warranty has expired. The terms and conditions would have been explained in the information she would have received shortly after placing the order.
Our records indicate that a replacement of the Chef's Mark .7 cu. ft. 700-Watt Microwave Oven shipped to her on March 14, 2016 with an expected delivery date of March 23, 2016. A postage paid label was also sent to her on March 14, 2016.
Total customer satisfaction is a goal we strive daily to achieve. We will make note that Ms. [redacted] did not receive a call back from a supervisor within the 48 hour time frame and we appreciate her bringing this to our attention.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Business Response /* (1000, 5, 2015/11/13) */
CONFIDENTIAL COMMUNICATION
November 13, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] is a valued customer and we sincerely apologize for the difficulty he experienced as a result of the issue described in the inquiry. His report of having received unacceptable service is also regrettable, as all our agents are accountable to meet our professional standards.
Mr. [redacted]'s account reflects a purchase was made via the Fingerhut website on October 18, 2015 for a White Kitchen Island Cart. Please understand that some of our products ship directly from the vendor rather than a Fingerhut fulfillment center, and the kitchen cart was a vendor supplied item. In rare instances, there may be a delay in the coordination and communication processes involved in these shipments, and this appears to have been the case with this order.
The vendor confirmed they shipped the kitchen cart on November 5, 2015, as reflected by Pilot Freight Services tracking number 067015595. It also reflects the carrier delivered it to Mr. [redacted]'s address in Omaha, NE on November 10, 2015 at 4:42 p.m. Eastern Time.
We have applied a 50% discount to the shipping/handling charge as a courtesy for the inconvenience of the delay. This was issued to Mr. [redacted]'s account as a credit for $50, and it will reflect on a future monthly statement for his records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CONFIDENTIAL COMMUNICATION
New Roman" size="3"> June 1, 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 [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] has informed us he placed an order on May 11, 2016, which he realized shortly after the shipping address was incorrect. He selected the “contact us” option on our website, and was sent an email stating we would be getting in touch with him in 24 hours. When this did not happen, Mr. [redacted] contacted our customer service, in which our representative explained the situation would be taken care of, and her supervisor would call him to follow up in another 24 hours. When this did not happen, Mr. [redacted] tracked his order to find that it had shipped to the incorrect address. On May 16, 2016 the air conditioner was showing delivered and the mattress was listed at “recovered at destination” and is currently in Virginia.
We would like to apologize that Mr. [redacted] did not receive a returned call within the 24 hour window he was given and that he was told the situation had been handled, when it appears it had not. We appreciate Mr. [redacted] bringing this to our attention. We at Fingerhut strive for excellent customer service in all interactions with our customers, and we would like to extend a sincere apology if these expectations were not met.
Our records indicate order# [redacted] was placed on May 11, 2016 and were to be shipped to [redacted] Roanoke, VA 24014. The Frigidaire 12,000 BTU Window-Mount Compact A/C shipped via UPS and has a tracking number of [redacted]. At this point, UPS would not be able to reroute the package. Mr. [redacted] would need to fill out an affidavit and send it back to us. We have sent Mr. [redacted] an affidavit, which he can return to us at [redacted] St. Cloud, MN 56303 or fax to ###-###-#### Attention: Jessica /Executive Care Team. The Serta Atmore Perfect Sleeper EuroTop Mattress (Queen) was shipped via Pilot Freight services and has an updated tracking number of [redacted]. We show delivery was refused on May 18, 2016 due to damage. We have accepted the return and issued a full credit of $529.99 for the mattress on June 1, 2016. A replacement will be shipped to the correct address of [redacted] Wichita Falls, TX 76301.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
CONFIDENTIAL COMMUNICATION
New Roman" size="3"> June 27, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] has stated she returned the defective Schumacher 100-Amp Speed Charge, and when she called the manufacturer she was instructed to return it back to Fingerhut. Ms. [redacted] asserts that Fingerhut has denied the return and that we have disposed of the item. He requests a replacement or a credit to be issued to his Fingerhut 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 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,
CONFIDENTIAL COMMUNICATION
face="Arial" size="2">
March 29, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] placed an order for a GPX 32” 720p LED TV on March 23, 2014. The total of this order was $383.98. The item was shipped and delivered to the address provided by Mr. [redacted] at the time of the order being placed on our website of [redacted] Auburn, ME. 04210. When an order is placed an order confirmation email is sent to the email address we have on file. A shipping confirmation email is also sent to the email address we have on file when the order ships.
We have no record of Mr. [redacted] contacting our Customer Service Department to advise us he did not receive the order. 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.”
We did not find any evidence of being notified of the dispute in writing as required and as such Mr. [redacted] remained obligated to make the minimum payments as required on his monthly billing statements.
It is the responsibility of our customers to ensure that their personal contact information is up to date. Mr. [redacted] enrolled in e-statements at the time he opened his account. Mr. [redacted] would have received an email each month advising that his monthly billing statement was ready for review. Once his account became past due, e-statements were suspended and paper statements were mailed to the address we have on file.
Please understand that customers will receive payment reminder calls from our billing/recovery department if no payment is received by the due date, or if it is less than the required minimum amount due. We have no record of Mr. [redacted] advising our billing/recovery agents that he did not receive the order. Due to the length of time that has passed since the order was placed, no credit will be issued.
Our records indicate that due to severe delinquency, Mr. [redacted]’s WebBank/Fingerhut Advantage Credit Account was charged off on November 7, 2014 and then sold to [redacted] on April 30, 2015. [redacted] would have mailed a notice within seven (7) days of the account purchase.
For any further assistance Mr. [redacted] should need regarding this debt, he should contact [redacted] at ###-###-####.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION
March 14, 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 recent payment activity and the balance on her WebBank/Fingerhut Advantage Credit Account.
We appreciate Ms. [redacted] letting us know she never received billing statements from us. As required by law, account holders carrying a balance with us are sent a monthly statement showing all required and pertinent information for a given billing cycle. They have the option to choose one of two statement delivery methods--a paper one sent regular mail or an electronic one sent to the email on file.
Our records confirm that Ms. [redacted] opted to receive her statements electronically at the email address ar[redacted]@outlook.com. It is possible our statements could have been routed to a 'spam' folder or other folder depending on Ms. [redacted]'s personal email settings and preferences. However, it is Ms. [redacted]'s responsibility to check for receipt of these statements.
Our records also indicate that whenever a payment was missed on Ms. [redacted]'s account, she received payment reminder calls from our Billing/Recovery Department. In many instances, she declined the offer to make a payment arrangement and indicated she would pay at a later time. However, Ms. [redacted]'s account would frequently go unpaid despite our reminders and efforts to help bring it current. For each missed payment, a late fee was assessed, and this was the primary reason Ms. [redacted]'s balance increased over time.
Ms. [redacted]'s account is paid current as of the date of this response, due to the $93.98 payment we received on March 2, 2016. The next payment due on her account will be on April 27, 2016 for $46.99.
As a goodwill gesture to Ms. [redacted], we have credited the most recent late fee of $37.00. It has already been applied to her account and will reflect on her next statement for her records. Allowing for this credit, Ms. [redacted]'s balance is correct and no further adjustments will be made. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Business Response /* (1000, 5, 2014/09/10) */
CONFIDENTIAL COMMUNICATION
September 8, 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 on behalf of [redacted] regarding the missing items on her WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she placed an order for a HP 15.6" 4GB Windows 8.1 Laptop Computer in Purple, Canon Pixma Wireless Office AIO Inkjet Printer and a Dell Venue Pro 8" 32GB Windows 8.1 Tablet on April 21, 2014 via the web. Our records indicate that we received the HP 15.6" 4GB Windows 8.1 Laptop Computer in Purple and the Canon Pixma Wireless Office AIO Inkjet Printer as a return on May 9, 2014 and a credit for the merchandise was issued to Ms. [redacted]'s account on May 9, 2014.
Ms. [redacted]'s account indicates she contacted us on May 20, 2014 to inform us that she did not receive the Dell Venue Pro 8" 32GB Windows 8.1 Tablet.
When a customer states they have not received the merchandise ordered, Fingerhut has policies and procedures in place in order to conduct an investigation. Our records indicate that a second affidavit of "non-receipt of merchandise" was sent on August 29, 2014 and should be received at Ms. [redacted]'s address within 10 days of that date. Additionally, we will need her to file a related police report due to the monetary value of the merchandise.
If she is unable to file a police report, the customer may provide us with an officer's name and badge number, telephone number, police precinct name, and case number with the completed affidavit.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw
Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke with the police department about the situation, they told me I could not file a theft claim because I could not prove theft. If the item was missing I would need to prove it had been shipped and was lost in shipping. The postmistress at my post office told me that there was no proof that it was shipped and it was not insured I could not file a claim for the loss, I would need to contact the company that I ordered from tell them the situation and get proof that it was actually shipped. I will go back to the police and ask them for the information again and get their name and other requested information but if they say I can not file a claim, what am I supposed to do. I am not going to do something illegal. I will also contact the postmistress and request her to write a statement as to what she told me. Maybe that will satisfy their requirements. I do not understand a company wanting a person to file an illegal claim. I am sure that there are those people out there that would "say they did not receive an item" when they really did. I was not brought up that way and too many of my jobs require me to be legal in all matters or I would not be able to work in the fields that I work in. Such as assistant manager of an RV Park and handling thousands of dollars every week, or working in a casino, or working preparing income tax forms and dealing with the IRS when required. I have been an honest and trustworthy person in all my dealings with Fingerhut and I have a problem with the way they are handling this situation when I have been a customer for so long. Is this the way the treat their other 20 or 30 year customers? I have never dealt with a company that has been so inconsiderate and rude. Even now they are still calling me 8 to 10 times a day even on the weekends. It also seems to be someone that is not from this country or they are hard to understand because they do not speak good English or they do not know how to address the questions or replies they are given. No, I am not happy with their response but I will try again since they obviously cannot understand what I was told by both the police and the postmistress. Thank you for your continued assistance with this matter and will send you copies as well if your need them. Please let me know by email since that is the best way to contact me. Thank you again.
Final Consumer Response /* (3000, 11, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a statement from the station manager of the North Biloxi/D'Iberville Post Office and filed a civil complaint with the D'Iberville Police Department. I am attaching the documents that I received. The police department representative named Becky told me when I picked up the document that if it went to court I could get a full record of the statement I made. It is the same thing I have been sending all along. I am also attaching the pictures and any other correspondence (except phone calls from the collections department) that I have had with Fingerhut. Thank you for trying to help resolve this issue without it going to court.
Final Business Response /* (4000, 13, 2014/10/01) */
CONFIDENTIAL COMMUNICATION
September 16, 2014
# [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 most recent inquiry that we received from your office on behalf of [redacted] regarding the missing laptop purchased on her WebBank/Fingerhut Advantage Credit Account.
I wish to extend my gratitude to Ms. [redacted] for providing us the information that she was able to acquire. We understand that sometimes it can be difficult to obtain information, and appreciate her efforts in this regard.
While our normal policy does require a police report and complete affidavit, we have determined that the photos and the signed letter from USPS constitute the necessary information for us to complete our investigation. We have issued a credit for $399.99 for the Dell Venue Pro 8" 32GB Windows 8.1 Tablet, late fees in the amount of $108.98, and interest in the amount of $38.20. These will be visible on her next statement printing on October 10, 2014.
Sincerely,
[redacted]
Executive Care Team
VF/jw
CONFIDENTIAL COMMUNICATION
March 4, 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 Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states she made a payment for $22.10 in November 2015 that brought her account balance to zero. Ms. [redacted] also states Fingerhut continued to charge her interest, late fees and account protection fees on an account with a zero balance. Ms. [redacted] maintains Fingerhut did not contact her about the balance due until February 2016, and as a result her credit is damaged. Ms. [redacted] is requesting to have her credit report updated to current because her bill was paid in full in November 2015.
According to our records, when Ms. [redacted]'s statement printed on November 6, 2015, the balance on her account was $52.10 On November 20, 2015, a payment was received for her December 2, 2016 bill in the amount of $22.10.This left a balance of $30.00.
When Ms. [redacted]'s statement printed on December 6, 2016, Safeline fees and interest charges were calculated based on the balance of $30.00. Ms. [redacted] was charged the minimum interest of $1.00 and .37 for Safeline account protection. These charges brought her balance to $31.37.
No payment was received by the next due date of January 2, 2016, so a late fee of $6.99 was charged to Ms. [redacted]'s account.
When her statement printed on January 6, 2016, Safeline protection fee and interest were charged based on the balance $38.36. In February 2016, Ms. [redacted]'s account was charged a late fee of $13.98 plus Safeline fees and interest charges bringing her balance to $55.46.
Ms. [redacted]'s payment of $34.49 received on February 26, 2016 brought the account balance to $20.97. The two late fees totaling $20.97 were credited as a courtesy on March 2, 2016. Although already applied to the account, the credits will reflect on her next monthly statement which will be generated on March 6, 2016.
An account review on March 4, 2016 confirmed that Ms. [redacted]'s account is open with a zero balance.
According to our records, Fingerhut began attempts to reach Ms. [redacted] by phone on January 3, 2016. These calls continued until February 26, 2016 when the account was brought current.
Ms. [redacted] spoke with an agent on January 20, 2016, but according to our records, Ms. [redacted] said she was at work and ended the call.
Fingerhut received an email from Ms. [redacted] on January 14, 2016 in which she states that she had paid off her bill. We responded to the email on January 15, 2016 requesting Ms. [redacted] to contact Customer Service regarding her billing questions.
An account review on March 2, 2016, confirmed that Equifax, Experian and Trans Union 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 our terms and conditions that was included in Ms. [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 Ms. [redacted] still has questions about her 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 [redacted], Monday through Friday 9:00am to 6:00pm Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Business Response /* (1000, 8, 2015/05/18) */
CONFIDENTIAL COMMUNICATION
May 15, 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 we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records show that an order was placed on Mr. [redacted]'s account on December 22, 2014, consisting of nine separate items and one free gift. As stated in the inquiry, the entire order was shipped to [redacted], Milwaukee, WI 53210.
The 2742 address--as documented by the account activity history--was originally updated as the billing and shipping address on Ms. [redacted]'s account on June 1, 2014. On October 11, 2014, only the billing address was updated to 442 N. 35th St., Milwaukee, WI while the shipping address remained unchanged. This is how the addresses were configured on Ms. [redacted]'s account at the time the order in question was placed.
A review of the recording of the phone order confirms that the agent stated it would be sent to 442 N. 35th St., and asked Ms. [redacted] if that was correct; Ms. [redacted] stated that it was. However, the actual shipping address was still set to the 2742 address, and was shipped accordingly. We sincerely apologize for this error, and will provide the necessary coaching to the agent in question.
We have issued an account credit covering the entire cost of the order, including shipping/handling, as a remedy. All related late fees and interest that accrued as a result of this matter have also been credited. These adjustments will reflect on a future monthly billing statement for Ms. [redacted]'s records.
Our records show that Ms. [redacted] had a pre-existing balance before placing the December 2014 order that was not received. We did not find that a formal billing dispute was ever submitted to us about this matter, which we would have needed to adjust her monthly payment to reflect what was owed for the earlier purchases only. As Ms. [redacted] remained obligated to make at least the minimum amount due but instead withheld payment, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies.
Ms. [redacted]'s next monthly statement that generates and mails on June 13, 2015 will reflect her correct billing information and adjusted minimum amount due.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Finger Hut sending my balance to a creditor. The payment amount was twice as much as I had to originally pay. I do thank Finger Hut for finally taking off the amount I did not owe, and I do not have a problem with paying my previous bill. I had a payment plan with the company, and I hope the agreement still stands. I did not do anything wrong, my account should not go to a creditor, it should be the same arrangement that it was before this incident occurred. I did not refuse to pay on my previous order I just could not afford the amount that was presented to me.
Final Business Response /* (4000, 12, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26, 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 further inquiry we received from your office on behalf of Ms. [redacted].
As a reassurance to Ms. [redacted], we are not sending her "balance to a creditor" or making any other changes to her account that she should be concerned about. We apologize if something in our previous response gave her this impression, as it was not our intent to do so.
We have adjusted her minimum monthly payment to the lower amount of $17.99--the same or very close to her payment amount before the order from December 2014. Our records show that her next payment will not be due until July 9, 2015.
Ms. [redacted] states that she "had a payment plan" with us in the past, which our records confirm was true. This plan was actually a recurring, automatic monthly payment schedule that allowed her payment to be made automatically on the same date each month.
While she is not currently on this plan, Ms. [redacted] can either set it up herself by logging into her web account at Fingerhut.com/MyAccount or receive assistance over the phone by calling [redacted], Monday through Friday, 8 a.m. to 8 p.m. Central Time.
Having provided all information available to us, we consider this matter closed. Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Final Consumer Response /* (2000, 14, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the outcome on this matter. Thank you Revdex.com for all your help.
Initial Business Response /* (1000, 5, 2014/10/31) */
CONFIDENTIAL COMMUNICATION
October 30, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry that we received from your office on behalf of [redacted] regarding status of her order and the closure of her WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account was close at her request on September 24, 2014. It was reported as such to the major credit bureaus upon the opening of the next statement cycle on October 24, 2014. Additionally, we have updated the information on her account to the credit bureaus and advise it may take up to sixty days for the update to process.
On October 22, 2014 a credits for the shipping fee of $13.99 was issued and the return shipping fee was credited on October 16, 2014. At this time, the account balance is $0.00. This balance is visible on the statement that printed on October 24,2014
As this situation appears to have been previously resolved, we consider this matter closed at this time.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw
Initial Business Response /* (1000, 6, 2014/04/09) */
CONFIDENTIAL COMMUNICATION
April 4, 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.
Ms. [redacted]'s account reflects she enrolled in the SafeLine Base Account Protection Plan on October 16, 2006, when she opened her account.
Ms. [redacted] notified us on January 9, 2014 that she had become unemployed. A SafeLine benefits activation form was sent to Ms. [redacted] on January 10, 2014.
We received the completed benefit application for unemployment on February 18, 2014. After a thorough review, Ms. [redacted] claim could not be processed and she was provided with the following information.
Per the SafeLine Base Account Protection Terms and Conditions: listed below is what is required to honor an unemployment benefit:
Conditions for Unemployment Benefit Activation
You must be out of work for 30 or more consecutive days prior to making a request for benefits.
You must have been working in a job which entailed 30 or more hours per week in order to submit an unemployment benefit activation request.
You are not eligible for the unemployment benefit if you are self-employed. Retired and permanently disabled account holders cannot request benefit activation due to unemployment.
Your unemployment must be involuntary.
You must be enrolled in SafeLine Account Protection for three months prior to requesting benefit activation due to unemployment.
You cannot submit a benefit activation request due to an unemployment condition that we have already honored for the full six-month benefit period.
You will be required to submit a completed Benefit Activation Application form and a copy of your State unemployment registration form provided to you by the State in which you collect unemployment benefits.
Fingerhut Account Services will verify the information given and evaluate your request for benefit activation.
Upon approval of your Benefit Activation Application, your benefits will be made retroactive effective as of the later of (a) your first day of Involuntary Unemployment or (b) three (3) months after your enrollment date in the program. Delinquency and/ or negative reporting during this retroactive eligibility period, if any, will be cleared. Any late fees assessed during this eligibility period will be waived. In each case, the delinquency and/ or late fees assessed must have been a result of the Involuntary Unemployment condition for which you have been approved for Monthly Benefit Payment Benefits.
Each month you will be required to give proof that you will continue to receive unemployment benefits. Acceptable verification includes a copy of electronic documentation of receipt of unemployment payment or other similar verification.
You will not qualify for benefits if your account is seriously delinquent (more than 60 days past due) when we review your application for benefits.
After carefully reviewing Ms. [redacted]'s application, we found her application did not include the following information:
Confirmation, which can be in the form of a paystub or letter from employer, substantiating that she was working 30 or more hours per week prior to her unemployment.
Ms. [redacted] has indicated she was denied for unemployment benefits because she worked for a non-profit which made her ineligible. We need a copy of her denial letter indicating that was the reason.
In order to evaluate Ms. [redacted]'s request, we ask her to provide the requested documentation listed above. To expedite, Ms. [redacted] may fax the information to: [redacted].
I want to sincerely apologize to Ms. [redacted] if she was told her claim may qualify under a "life event" as that is not the case. SafeLine Base does not cover life events.
Our customers are very important to us and we strive to assist and satisfy them. We will continue to work with Ms. [redacted] to bring a resolution to this matter.
Sincerely,
[redacted]
Executive Care Team
VF/mhp
Initial Consumer Rebuttal /* (3000, 8, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon reading this response it is upsetting because I was not told just one time I qualified but told twice. Up until today NO ONE asked for a paystub from when I was employed. But I did mail and they told me they received a print out showing I do not have unemployment benefits. I told two representatives that my former employer will not give me anything because I am in a EEOC court case with them. But the North Carolina Employment Security furnished the info that I do not have unemployment. I am going to mail a past check stub but at this point I still can not believe a business has employees giving different info than what is in response. I am leaving the case OPEN because it is NOT resolved. It is hard enough being unemployed and having to stress over matters such as this. While this drags out this business expects me to make payments which still includes the safe link coverage.