Bluestem Brands, Inc.

Initial Business Response /* (1000, 5, 2014/08/01) */
CONFIDENTIAL COMMUNICATION
July 31, 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 Advantage Credit Account.
[redacted] from our office called and spoke with Ms. [redacted] on July 31, 2014, in regards to the damage to the Ashley Montgomery Mocha Sofa she ordered.
Ms. [redacted]'s account reflects she had previously received a $100.00 credit on this sofa order. However, after careful consideration, we offered Ms. [redacted] an additional credit of $225.99, the amount of the original shipping and handling. Ms. [redacted] accepted this offer and advised [redacted] she will keep the couch. Ms. [redacted] will see this credit on a future billing statement.
I sincerely apologize to Ms. [redacted] for any inconvenience this issue may have caused.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

Initial Business Response /* (1000, 5, 2014/02/03) */
CONFIDENTIAL COMMUNICATION
February 3, 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 Fingerhut FreshStart Account issued by WebBank.
Mr. [redacted]'s account reflects he placed an order for the Uniden Bearcat 500 Channel Clock Radio Scanner on November 24, 2013. We received this item as a return on January 8, 2014. Credit was issued to Mr. [redacted]'s account for the merchandise. However, the original shipping and handling is non-refundable on return merchandise. Our return policy is listed in the terms of sale in the customers catalog, on their packing slip and under the Help button on our website.
After careful review and consideration, we have made an exception to our usual policies and issued credit on February 3, 2014, for the original shipping and handling on the return of the scanner. We have also credited the interest in relation to this order.
Mr. [redacted]'s account reflects he was sent a refund check on January 31, 2014, in the amount of $15.12. After the credits were issued on February 3, 2014, Mr. [redacted]'s account has a $14.88 credit balance. I have requested a refund check in the amount of $14.88 be sent to Mr. [redacted]. We advise it may take fifteen business days for Mr. [redacted] to receive the refund check.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

Initial Business Response /* (1000, 5, 2014/07/24) */
CONFIDENTIAL COMMUNICATION
July 23, 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 Advantage Credit Account.
Mr. [redacted]'s account reflects he placed an order on May 21, 2014, for Hanes Men's Crew Socks (10pk) and a pair a Skechers Men's Expected Avillo Casual Shoes.
The Hanes Socks were on backorder and then canceled due to no inventory. The Skechers shoes show they were shipped and delivered on May 29, 2014, by the United States Postal Service. There are no notes on Mr. [redacted]'s account to indicate he contacted us about not receiving the shoes.
After careful review and consideration, we have issued credit for the Skechers shoes. We have also credited the accrued late fees and interest in relation to this item. Mr. [redacted]'s will see these credits on a future billing statement.
As of July 25, 2014, Mr. [redacted]'s account has a zero balance.
Additionally, we have updated the information on Mr. [redacted]'s account to the credit bureaus and advise it may take up to sixty days for the update to process.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

Initial Business Response /* (1000, 5, 2015/03/26) */
CONFIDENTIAL COMMUNICATION
March 24, 2015
Revdex.com of Minnesota
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 father's WebBank/Fingerhut Credit Account.
Ms. [redacted] states she is receiving calls for her deceased father and would like the calls to stop.
According to our records, Fingerhut has attempted to reach a customer at the number Ms. [redacted] provided on the header of this complaint.
On March 19, 2015, the number [redacted] was removed from our customer's account.
If there are any additional numbers that Ms. [redacted] needs removed, she may contact Customer Service at [redacted] Monday - Friday from 8 am - 8 pm Central Standard Time.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/lg
Initial Consumer Rebuttal /* (3000, 7, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because now they are having a collection agent calling and still sending bills to me
Final Business Response /* (1000, 10, 2015/04/22) */
CONFIDENTIAL COMMUNICATION
April 20, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding her father's WebBank/Fingerhut Credit Account.
Ms. [redacted] states she is receiving calls and bills from a collection agency and would like the collection activity to stop.
According to our records, Fingerhut removed the number [redacted] from a customer's account on March 19, 2015. Our records indicate that we have not made any attempts to collect on Mr. [redacted]'s account since March 16, 2015. If there is another phone number on which Ms. [redacted] believes she is receiving collections calls from Fingerhut, we encourage her to contact Customer Service at [redacted] Monday - Friday from 8 am - 8 pm Central Standard Time.
If Ms. [redacted] is receiving calls or statements from a company other than Fingerhut, we recommend she contact them directly.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/lg

I am rejecting this response because:
[redacted]Corresponding documents attached.
I have attached the 06-15-2015 Statement that Fingerhut sent me a copy of but not you. [redacted]Please take notice of previous balance; which already included the $553.98 in the  balance for the mens wedding band that they sent me two sizes too small = $1,563.04. In middle right of page you will see they charged me again for the ring then deducted it. The new balance was, even after my payment $1,524.12. Which we both know is only $38.92 less than beginning balance. It just looks tricky to me the way the statement is set up. I have also attached a letter for Fingerhut disputing them.  That gives an overview of what I've been dealing with and documented calls to them. I also saved all emails.  My Fingerhut Account number is on letter. Here is my www.fingerhut.com information to login to my account. I give permission to the entire Revdex.com to have the account looked at and reviewed.  User Name:  [redacted] , Password: [redacted]#1  They even admitted there were some "glitches" in my account - that's how they said it to me.   Im going to forward more emails with other problems I found with the account. I never received merchandise and was charged or returned merchandise and Fingerhut is denying it. Some of the merchandise was canceled either over the phone while ordering or ordering online. But they still charged me for merchandise anyway. Thank you again so much for your help, [redacted]

CONFIDENTIAL COMMUNICATION

Roman" size="3"> May 11, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.

Mr. [redacted] has stated that he returned the product he ordered and he believes he should not owe anything due to the return.

Our records indicate an order was placed on November 3, 2015 for two compression knee wraps for $43.98 and $45.98 ($35.99 each, $7.99 and $9.99 shipping and handling) and one compression back wrap for $62.98 ($49.99, shipping and handling of $12.99), totaling $152.94. Due to our progressive shipping procedure, the first item is charged $12.99 for shipping and handling, then it is lowered for the additional two items. On November 27, 2015 a return was processed for these three items, and partially credited for $107.02. Our return policy states that shipping and handling charges are nonrefundable. There was no reason selected on the return label for these items sent back to us. For Mr. [redacted]’s reference, our return policy is as follows:

We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Sorry, but returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer's warranty.  Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service.  Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged or defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original Shipping and Handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error. 

In addition to the shipping and handling charges totaling $30.97, the account has accrued late fees each month in which we did not receive a payment of at least the minimum monthly due amount. Late fees on Mr. [redacted]’s account include a fee of $7.99 applied to the account on March 27, 2016 and a fee of $15.98 applied on April 27, 2016. Mr. [redacted]’s account is a revolving account and as such, monthly interest charges are applied when there is a balance carried on the account. The account has SafeLine account protection, which also includes a monthly fee when there is a balance on the account. SafeLine fees on Mr. [redacted]’s account are as follows:. SafeLine plus fees of $0.55 on December 1, 2015, $0.56 on January 1, 2016, $0.58 on February 1, 2016, $0.;60  on March 1, 2016, $0.72 on April 1, 2016, and $0.93 on May 1, 2016.

At this time, there is a minimum payment of $24.97 due May 27, 2016. Please understand that if we do not receive a payment of at least the minimum amount due by this due date, another late fee will be applied to Mr. [redacted]’s account.

Thank you for allowing us to explain.

Sincerely,



Vi [redacted]
Executive Care Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank You Revdex.com after being told many times I didn't qualify for an account with them it has been solved and I was approved for a new account now.

Initial Business Response /* (1000, 5, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 11, 2015
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.
The inquiry indicated several concerns that Ms. [redacted] has had with her account, which I will address as follows.
First, Ms. [redacted] expressed she felt she received poor customer service. We at Fingerhut always strive for excellence and professionalism in all customer interactions and we apologize if this was not accomplished.
Next, she claimed that she did not receive statements for September-December 2013. Our records indicate that she is set up to receive her statements electronically. Statements were sent to her email address [redacted]@GMAIL.COM until the account became delinquent in May of 2014. At this time, paper statements resumed. Payments were due on the 18th of each month, and it is our policy that, if payments are late or short of the minimum due, late fees will be applied to the account. Our records show that we did not receive a payment in September, October, and November 2014. In December 2014, we received a payment of $78, which did not meet the minimum amount due.
Lastly, Ms. [redacted] is unhappy with the four late payments which are reflecting on her credit report. We are unable to remove the delinquency history from the credit report, as we are required by law to furnish accurate monthly payment and account history to the credit bureaus.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm

CONFIDENTIAL COMMUNICATION...



April 20, 2016

Revdex.com of Minnesota                                   �...⇄ Customer #: [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 her WebBank/Fingerhut credit account purchase of an XBOX Console Bundle on February 6, 2016. 

We realize Ms. [redacted] maintains that she never received the XBOX. Due to UPS tracking number [redacted] reflecting that we met our delivery obligations for this item, a missing merchandise claim was initiated for Ms. [redacted], for which we requested a police report due to the significant monetary value involved.

On February 26, 2016, Ms. [redacted] had emailed us the last remaining police report information needed to complete our investigation. Unfortunately, the Metro Nashville Police Department would not confirm the information with our representative, and the representative sent Ms. [redacted] an email reply on the same date stating, “We attempted to contact the Metro Nashville Police Department to verify the contents of your report. We were told that in order to verify the information contained in the report, we would need a physical copy. Please obtain a copy of this report and fax it to us at ###-###-####, or you can mail it to Fingerhut Customer Service, [redacted]., St. Cloud, MN 56303.”

We recently made additional attempts to contact the precinct’s records department as a courtesy, but each time they were unavailable. To date, there is no record that we have yet received a paper copy of the police report from Ms. [redacted]. In order for us to finalize this process and possibly release Ms. [redacted] from payment for the item, we will need to be able to confirm the police report. As it is now in Ms. [redacted]’s best interest, we strongly advise her to fax us a copy of the report to ###-###-#### or as an email attachment to [email protected].

She should allow up to 15 days from the date she sends us the report for this process to be completed and receive notification by mail of the outcome, including any corrective adjustments to her credit files.

Thank you for allowing us to explain.

Sincerely,



Vi [redacted]
Executive Care Team

VF/ah

Initial Business Response /* (1000, 5, 2015/07/16) */
CONFIDENTIAL COMMUNICATION
July 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We sincerely apologize for any difficulty Mr. [redacted] experienced as a result of the issue outlined in the inquiry. Our records confirm that Mr. [redacted] purchased a Sunbeam 2-Slice Toaster and an Alcove Fast Dry 10-Piece Bath Towel Set on June 30, 2015.
Mr. [redacted] telephoned on July 7, 2015 first notifying that the toaster was not inside the package with the towels as it should have been. He also stated that the towels he received were not the ones he ordered. As a remedy, the phone agent submitted a replacement order at no additional cost. Regrettably, the shipping address that was on Mr. [redacted]'s account at that time was still set to [redacted] Watauga, TX 76148, where it was delivered on July 13, 2015.
On July 15, 2015 a customer service agent telephoned Mr. [redacted] regarding this situation. The agent explained that the shipping address had been updated to the Watauga, TX address when an order was placed on the Fingerhut website on December 14, 2014. With Mr. [redacted]'s authorization, the agent updated his account and assured that both the billing and shipping were now both [redacted] North Richland Hills, TX 76180. Due to the oversight by the agent who processed the replacement order not verifying the shipping address before placing it, the agent offered and apology and advised he was sending Mr. [redacted] a $50 discount coupon. Mr. [redacted] advised that he knew the person(s) at the Watauga, TX address and should be able to pick up the package from them.
We appreciate Mr. [redacted]'s patience and understanding in this matter, and again apologize. He should allow up to 15 days from the above date for the discount coupon to arrive. Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised a replacement of the items shipped. It is not my fault that they sent items to wrong address.
Soneone from Corporate offices called me on July 15 and sent another order [redacted]. I never received that order as promised. All I received was a piece of paper with a promo code for a discount on my next order. I am sorry to saY , THERE WILL NOT BE A NEXT ORDER And would like to close my account. Thank you. I also want a full credit for my last order to be applied to my account
Mr. [redacted]
Final Business Response /* (4000, 9, 2015/07/27) */
CONFIDENTIAL COMMUNICATION
July 27, 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 Mr. [redacted].
Recently on July 24, 2015, Mr. [redacted] spoke with a supervisor by phone. Based on the additional information Mr. [redacted] provided, the supervisor made an exception to our standard policy and issued an account credit for the full cost of the toaster and towel set including shipping/handling.
Although already applied to the account, these credits will reflect on a future monthly billing statement for Mr. [redacted]'s records.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
March 17, 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 his WebBank/Fingerhut Credit Account.
Mr. [redacted] states that he closed his WeBank/Fingerhut in August 2015, but is still being charged interest. Mr. [redacted] requests that his account be closed so that no further fees accrue. Additionally, he disputes the debt owed and asks that it be credited.
According to our records, an application for credit was processed online May 30, 2014. The name and address on the application is the same one provided when contacting us regarding this issue.
The first order was placed on June 9, 2014 for a Skechers Men's Brice - Oden Low Boot. The merchandise was shipped by UPS to the address provided on the application.
According to our records, Mr. [redacted] purchased $1,775.39 in merchandise between May 25, 2015 and June 28, 2015. Three of the orders were purchased with deferred billing. When the deferred billing on the purchases expired, the minimum due increased from $29.99 a month to 5% of the balance which was reflected on Mr. [redacted]'s monthly statements.
Based on Mr. [redacted]'s previous request, his account was closed on August 21, 2015. Any outstanding balance will continue to accrue interest and Mr. [redacted] may be assessed late fees and his account is still subject to the original terms and conditions of the agreement.
According to our records, monthly payments were received and processed on time until September 2015. No payments were recevied in September, October or November 2015.
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 received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date.
On November 23, 2015 Mr. [redacted] agreed to a nine month reduced payment plan for $65.00 a month starting on December 2, 2015 with reduced interest (14.9%) and no late fees.
According to our records, Mr. [redacted] made three payments for $65.00 on December 2, 2015, January 3, 2016 and February 2, 2016. The balance on the account went from $2,609.63 on November 22, 2015 to $2,508.88 as of March 17, 2016.
No payment was received for March 2, 2016 as the scheduled payment was declined by Mr. [redacted]'s bank. The remaining scheduled payments were disabled.
Mr. [redacted] may contact our Billing Department at [redacted] to reschedule the remaining payments for the payment plan. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Standard Time.
An account review on March 16, 2016, confirmed that Equifax, Experian and Trans Union are reporting Mr. [redacted]'s account accurately as "closed at customer's request" and "Paying under a Partial Payment agreement." The delinquencies for October, November and December 2015 and January and February 2016 are accurate.
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.
Per Mr. [redacted]'s request, we have revoked consent to call on the phone numbers currently associated with his account ([redacted]). If Mr. [redacted] would like to cease all further communication regarding his account, he may request that a Cease and Desist be placed on his account.
If Mr. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303. Mr. [redacted] may also contact our Billing Department at [redacted].
Please note, if a cease and desist status is placed on Mr. [redacted]'s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Instructions for filing a formal billing dispute are on the back of Mr. [redacted]'s monthly billing statement.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg

Initial Business Response /* (1000, 5, 2014/07/07) */
CONFIDENTIAL COMMUNICATION
July 7, 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 inquiry we received from your office on behalf of Mr. [redacted], regarding a WebBank/Fingerhut Advantage Credit Account.
We sincerely apologize for any difficulty Mr. [redacted] may have encountered while dealing with our company and/or his Fingerhut Account. We appreciate Mr. [redacted] bringing this matter to our attention.
Our records support that Mr. [redacted] contacted us in late October, 2013. His account reflects he contacted us three days before his payment due date to advise his payment might be a few days late. However, there is no indication of Mr. [redacted]'s request to change his monthly due date in association with that logged interaction. We also have no record of being in contact with Mr. [redacted] during the timespan when he claimed to have asked for a due date change. If he did communicate this request with one of our agents and it was not put into effect at that time, we again apologize.
As required by law, we provide our credit-account customers with a monthly billing statement, disclosing all pertinent, detailed, and required information for that month's account activity. Printed on each and every statement is the monthly due date, and Mr. [redacted] would have seen whether any change to his due date had occurred or not. In his inquiry he states he has "not received a paper bill since September 2013." Our records show his monthly statement delivery method has always been designated as a mailed paper statement. His statement for September, 2013 would have been mailed to: [redacted] Malden, MO 63863. In late September, his account shows he changed his address to: [redacted] Poplar Bluff, MO 63901. It is this address that we mailed his statements from October, 2013 until April, 2014, when he again made an address change.
It is only in his inquiry to you about these issues that we were first made aware of his not receiving monthly statements. His account reflects Mr. [redacted] made no previous notification to us about his statement problem. If in fact Mr. [redacted] did not notify us, he may well have assumed his due date to be something other than what it actually was. Unfortunately, we cannot claim responsibility for any assumptions Mr. [redacted] may have made.
As a courtesy to Mr. [redacted], we credited his account on May 27, 2014 for the two most recent late fees applied to his account. Each credit was for $35.00, and Mr. [redacted] will see these credits reflected on a billing statement within the next two billing cycles. As a reassurance, his monthly due date has been changed and will now be due on the third of each month.
Mr. [redacted] also expressed concern regarding his order dated September 25, 2013, consisting of a Media Storage Tower Elite. As the shipment tracking information shows and Mr. [redacted] acknowledges, he received the entirety of this order. At some point after receiving the item, Mr. [redacted] changed residences, and advised he is now attempting to recover it from former roommates still living at his previous residence. This is entirely a civil matter between Mr. [redacted] and his former roommates. Because we fully met our obligations of delivery for this order, we are unable to offer a replacement or compensation of any kind.
It is absolutely vital that customers consistently be given clear and accurate information, so Mr. [redacted]'s assertion of being told we could replace the Media Storage Tower is highly unfortunate. This does not deviate from the fact that he received merchandise and remains responsible for the outstanding debt, and this debt is still subject to the credit account's Terms and Conditions to which he agreed.
Again, thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Finger Hut mid October about my payment due date being changed, The agent I spoke to said that he could change my due date that day and was never done. As far as my billing address, My old address was [redacted] Malden, Mo, but in November of 2013, I moved on[redacted] in dexter, Mo and I did call the day that I found out that I was going to move to change my address. The address was never updated, even tho I cant remember the full address. Then I moved again in Septmeber to[redacted], Poplar Bluff, Mo. Again, I called the day before I moved to inform them of the move. Yes I moved again to 903 specialty dr, apt 5 dexter, mo which is my current address. I have never received a monthly bill and I have made several phone calls since back in October of 2013 to currently about this matter.
The media storage tower elite was left and when I talked to the Poplar Bluff police department and a lawyer from Poplar Bluff, they advise me to talk to Finger Hut to see if there is anything that they could do. The first agent I talked to said that the company would be able to do a replacement, but we would have to fill out some paper work over the phone. However, I was unable to take the time to fill out the paper work due to starting a new job. I called back after I got off work, that was when I was told that a replacement couldnt be given.
Finger Hut, has repeatly told me that they could do something and then change their story later. I feel that if a company holds you to a agreement, that they should keep their end of the agreement. As far as their records they say, this tells me that not all of my calls have been recorded.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2014/08/18) */
CONFIDENTIAL COMMUNICATION
August 18, 2014
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear [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.
We sincerely apologize for any unacceptable service that Mr. [redacted] may have encountered while speaking with our phone agents. As a reassurance, we are pursuing his claim of poor service and being hung up on - it is vital our agents adhere to our quality standards with each and every customer interaction.
To clarify to Mr. [redacted], he has met the requirements to "graduate" from the Fingerhut FreshStart program. His transition from a FreshStart Account to his newly created Advantage Account jus occurred on August 10, 2014. The initial credit limit increase that results with the new account is pre-determined based on whichever limit the customer first qualified for when approved for the FreshStart program. In the case of Mr. [redacted], his FreshStart credit limit was $230, which means our system will automatically issue him a starting limit of $250 upon successfully graduating FreshStart.
We again apologize if Mr. [redacted] was given misinformation that he would be given a $350 credit limit upon graduation. The correct amount he has been issued is $250. However, once he utilizes his credit line and ensures that no payments are late or missed, it will likely be a few months before our system issues him another credit line increase.
Our customers are important to us, and we strive to assist and satisfy them. We trust by the measures we have taken as well as this explanation that we have done so with Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
[redacted]
VF/ah

Initial Business Response /* (1000, 6, 2015/01/22) */
CONFIDENTIAL COMMUNICATION
January 22, 2015
# [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 his reversed payment on his WebBank/Fingerhut Advantage Credit Account.
We apologize for the inconvenience. According to our records, the payment was reversed due to an invalid account or routing number. The last 4 digits of the checking account that was attempted to be used was [redacted]2703. This payment information was first used on October 31, 2014 for a payment on our website. Since that time, the payment method has been marked as deactivated in our systems as of December 3, 2014.
Although the error was due to incorrect information entered by the customer, a returned check fee should not have been charged for this reversal. We apologize for the inconvenience. As an exception, and as a gesture of goodwill, on January 16, 2015 I have issued credit for interest in the amount of $12.26, a late fee in the amount of $37.00, SafeLine Plus fees totaling $7.99, and the reversed payment fee in the amount of $20.99. These are the charges that have accrued on the account since November 1, 2014 until present. As this resulted in an overpayment on the account, on January 19, 2015, I have requested a refund be sent to Mr. [redacted] in the amount of $78.24. This should arrive in the form of a check at [redacted], Reno, NV 89523 within 10 days of January 19, 2014.
Please understand that if we were to delete the negative history from Mr. [redacted]'s credit report, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw
Initial Consumer Rebuttal /* (3000, 8, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I make the payment online from my iPad I go to fingerhut.com/sign in/my account and hit make a payment and it gives me the option of Minimum payment/ last statement / or current so I hit minimum payment and it gives me the option to pay from Visa depit or checking/savings accounts that I always pay from, so it's impossible for me to mess up the info payment when it's kept in their system and all I have to do is hit the account and hit continue to pay the bill. All I'm asking for is for the negative credit to be fixed and glad I might get some money back that was charged to me that should have not been. Please just fix the late payment please! I wanna buy a house and need all my points on my report.
Final Business Response /* (4000, 13, 2015/02/04) */
CONFIDENTIAL COMMUNICATION
February 3, 2015
# [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 additional inquiry that we received from your office on behalf of [redacted] regarding his reversed payment on his WebBank/Fingerhut Advantage Credit Account.
Unfortunately, the payment was not rejected by us. It was rejected by the bank at the routing number with which the payment was processed. We apologize for the inconvenience, but are unable to assist in this matter.
As previously stated, if we were to delete the negative history from Mr. [redacted]'s credit report, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

Initial Business Response /* (1000, 5, 2015/06/25) */
CONFIDENTIAL COMMUNICATION
July 24, 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. The order Mr. [redacted] references in the inquiry was placed on June 3, 2014 and consisted of a Power Glide 10-inch Sliding Compound Miter Saw, a Rockwell 10-inch Table Saw with Stand, and a Pro-Series 24-piece Router Bit Set.
His report of having received unacceptable service from the phone agent that he placed it with is regrettable, and we are pursuing this matter. It is vital that agents avoid any instance in which a customer could be made to feel they are not being listened to or even mistreated.
Mr. [redacted] states he received a payment reminder call from a billing/recovery agent when no payment was received by his first due date, which our records confirm. He stated he was withholding payment as a deferred payment offer, advertised on his catalog, should have been applied to the order but was not. The agent advised Mr. [redacted] to contact customer service as they were equipped and authorized to handle applying a deferred offer to an order.
Unfortunately, we did not find any evidence of Mr. [redacted] ever notifying customer service regarding the deferred payment issue. Likewise, we did not find that a formal billing dispute was ever submitted to us about this matter. It was required in order for us to adjust or suspend Mr. [redacted]'s payment obligation while we investigated it.
The process of submitting a formal billing dispute is disclosed on the back of each monthly statement. It is the section titled "What to do if you think you find a mistake on your statement," and states, in part:
"If you think there is an error on your statement, write us at: Fingerhut Credit Account Services, [redacted], Saint Cloud, MN 56395-1250. In your letter, give us the following information:
Account Information: Your name and Fingerhut Credit Account Number
Dollar Amount: The dollar amount of the suspected error
Description of Problem: If you think there is an error on your bill, describe what you believe is wrong and why you believe it's a mistake"
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."
Despite the continued payment reminder calls to Mr. [redacted], he continued to withhold payment. When no payment was received for six-plus consecutive months, the account charged off on January 8, 2015. It was then sold to Jefferson Capital, a debt-buyer, on January 29, 2015 and in accordance with the terms and conditions of his credit account Agreement.
Mr. [redacted] should contact and continue to work with Jefferson Capital regarding the unpaid debt; the account is no longer in our possession and has not been within our rights to service since being sold.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
March 24, 2016
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 an inquiry received from your office on behalf 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 that he was unaware about a Fingerhut account until he saw the WebBank/Fingerhut trade line on his credit report. Mr. [redacted] further states that there is inaccurate information being reported. Mr. [redacted]'s desired resolution is to have the WebBank/Fingerhut trade line deleted from his credit report.
On June 17, 2006, an application was processed online with your name, address and social security number. An order was placed online September 8, 2010 for a Save 32% Avirex Men's Rattler Jean, Denim, 38W 34L, a Save 30% Ecko Unltd Standout Jean Denim, 38, a Save 31% Ecko Unltd Mn EU Short Denim, 36, and a Save 30% Ecko Unltd Standout Jean Black Denim, 38. The merchandise was shipped September 9, 2010 via FedEx to [redacted] Wheatland, IN 47597.
No payments were made on this account. The unpaid balance of $187.81 charged off on April 17, 2011 and the account was sold to Jefferson Capital Systems on August 2, 2012. Fingerhut is no longer collecting on this account.
An account review on March 17, 2016 confirmed that Experian and Trans Union are reporting accurately as Transfer/Sold or Purchased by Another Lender with a balance of zero. Nothing is reporting to Experian, as Fingerhut did not begin reporting to Experian until October 2013.
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]' 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] has questions about what Jefferson Capital may be reporting, he may contact them directly at ###-###-####.
Our records indicate, an affidavit of unordered merchandise was mailed to [redacted] Bicknell IN, 47512 on October 30, 2014. On November 19, 2014 the Fraud Department received the completed affidavit of unordered merchandise and mailed a request the same day to the same address requesting that a police report be filed and submitted to Fingerhut so we could conduct a full fraud investigation. To date, we have not received a completed police report regarding this matter.
If Mr. [redacted] continues to believe this account was opened fraudulently, we have enclosed another unordered merchandise affidavit he may complete and return. We also ask that Mr. [redacted] 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 may 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/sjj
Enclosures

Very bad company, they make "mistakes" like double charging you and trying to get you to pay both charges. Don't do it, they won't credit you for both and seem to think they are going to keep the extra. At this point we're looking at a lawsuit to get back the money they stole from us, in addition to various Fair Credit Reporting Act violations they have committed. This is a great company to get scammed by, but nothing good seems to come from them. This is NOT the fingerhut of the past, but a scammy substitute.

Initial Business Response /* (1000, 17, 2014/08/21) */
CONFIDENTIAL COMMUNICATION
August 21, 2014
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN XXXXX
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted]
I am...

writing in response to the inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.

Ms. [redacted]'s account indicates he placed an order for a Monogrammed 66pc Flatware Set, 4pc Stainless Steel Stovetop Set and a Timberland Women's Earth Keepers Rudston Mid Boot when speaking to a representative on September 5, 2012.
Our records indicate Ms. [redacted] contacted us on September 14, 2012 to inform us that she did not receive the merchandise.
When a customer states they have not received the merchandise ordered, Fingerhut has policies and procedures in place in order to conduct an investigation. The notes on Ms. [redacted]'s account indicate we sent her an affidavit of non-receipt of merchandise on September 14, 2012 to complete and return to us. She would have also been advised that she would need to file a police report.
We received the affidavit and an investigation was completed but her claim was denied, due to the monetary value of the order a police report was needed. A letter was sent to Ms. [redacted] on October 3, 2012 to file a police report, making sure to provide us with a copy. To date we have not received a police report.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on July 26, 2013 and then sold to Midland Credit Management on August 19, 2013. Ms. [redacted] will need to work with that agency for any further assistance. Their contact info is: Midland Credit Management, at X-XXX-XXX-XXXX.
Thank you for allowing us to explain.
Sincerely,
[redacted]
[redacted]
VF/ca
Initial Consumer Rebuttal /* (3000, 19, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly, the company NEVER looked into my complaints. As you see they refuse to address the fact that the delivery person said he left the packages on my front porch. Had they looked into the issue: they would know that I DO NOT HAVE A FRONT PORCH. I live in a house that is over 100 years old. The front of the building has not been changed in over 100 years!!! Our back yard cannot be entered from the street (unless you have a key to the dead-bolt lock)!!
The company says I followed their directions regarding the complaint...until over 6 months after the incident; when they told me to report the issue to the police.
My local police laughed me out of the police station. They took one look at my papers and told me that I had no proof of a theft...no proof that any merchandise waws ever delivered (especilly since I do not have a front porch)...that I was telling them over six months after the fact. The police departemnt refused to even take my statement or write a report. I told the company this...they waited a few months more and turned the u=issue over to a clooction agency. Each time the agncy contacted me; I told them about the non-delivery...and they told me that was between me and Fingerhut.
You know full well a large mail-order company knows how to go about reporting missing and/or stolen deliveries. This company took advantage of a senior citizen...mislead me all the way...and then sold my case to a collections agency. The collections company had the civil suit dismissed.
This debt is on my credit record. I do not want anything from this company...accept to clear my credit record of me ever having dealt with them.
Also I would like the Revdex.com to keep a record of what happened to me as a warning to other senior citizens.
Thank-you
Final Business Response /* (4000, 21, 2014/08/26) */
CONFIDENTIAL COMMUNICATION
August 26, 2014
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: Katya Karaz
220 S River Ridge Circle
Burnsville, MN XXXXX
Re: Case # 57284789 - [redacted], [redacted]
Dear Ms. Karaz,
I am writing in response to further inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.

We have no record of the delivery person telling Ms. [redacted] that the package was left on her front porch.
As explained in our previous response, we received the affidavit and an investigation was completed but her claim was denied, due to the monetary value of the order a police report was needed. A letter was sent to Ms. [redacted] on October 3, 2012 to file a police report, making sure to provide us with a copy. This was one month after Ms. [redacted]'s order and not six months after the fact as Ms. [redacted] claims.
When a customer states they have not received the merchandise ordered, Fingerhut has policies and procedures in place in order to conduct an investigation. These policies apply to all customers regardless of age or race.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was sold to Midland Credit Management on August 19, 2013. Ms. [redacted] will need to work with that agency for any further assistance. Their contact info is: Midland Credit Management, at X-XXX-XXX-XXXX.
We consider this case closed unless Ms. [redacted] can furnish us with a police report for mail theft.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
[redacted]
VF/ca

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> May 16, 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 purchased a Dell computer from Fingerhut. He states the computer is not working properly and neither Dell nor Fingerhut would help with this issue.
 
Our records indicate Mr. [redacted] purchased a Dell Inspiron 15.6" HD 4GB Windows 8.1 Laptop Computer on August 16, 2015. Mr. [redacted] contacted Fingerhut on January 25, 2016 stating his computer was not working properly. At this time Mr. [redacted] was correctly advised he would need to contact the products manufacturer 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 nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges 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.”
 
Due to the length of time that has passed since Mr. [redacted]’s purchase, any requests to repair or replace the device should be referred and handled by the product’s manufacturer. For all concerns with this item, Mr. [redacted] should contact Dell at ###-###-#### Monday through Friday 8AM-9PM.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team

I am rejecting this response because:  First thing is that, As instructed in the reply from Vi [redacted], I contacted that number that I was instructed to contact and he was totally confused about all of it, so still not able to get a new airbed.  Second, the part that I did not contact anyone with Fingerhut is totally a lie!  I contacted several people in regards to that Airbed.  If I had not spoken with anyone, then how and why did my sister get a check sent to her for the price of the bed, how did I have names of individuals and numbers that I called???.  So I had to speak with someone in the company to get that accomplished.  Third thing is had his personnel have know all the instructions in regards to how to process a manufacture warranty program, this would all be a mute point, because I would have contacted that number in the first place, and I would have the new bed by now and I would not be writing this complaint to the Revdex.com.  Which in it self is interesting, because I was the one who purchased the bed, but she was then one who got the refund for the bed, shouldn't the refund come back to the person who purchased the bed????.  After all, it was my account.
 
So I am rejecting this response because of those reasons.  I am not totally satisfied, but it is no longer important.  My sister did receive a check for the price I paid for the bed, minus the 2 year service contract price and shipping and handling of the bed, and that being said, I will be paying this account off in a couple of weeks and I will close the account out.  That will be my satisfaction with this situation. 
 
Thank you for trying to assist me in getting a resolution in this matter.