Bluestem Brands, Inc.

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.

Initial Business Response /* (1000, 5, 2014/08/22) */
CONFIDENTIAL COMMUNICATION
August 21, 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 Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Ms. [redacted]'s inquiry is in regards to the last two payments made on her account. Upon entering the billing cycle starting July 19, 2014, Ms. [redacted]'s account was past due as a result of it going unpaid the month prior. For this reason, she needed to make a minimum payment amount of $194.46 in order to pay it current. Our records show Ms. [redacted] contacted us on July 22, 2014 authorizing us to activate in our billing system a recurring automatic payment schedule to take the monthly minimum payment due.
Please allow us to explain that our billing system can only adjust the monthly minimum payment amount at the beginning of a new billing cycle. Ms. [redacted] made a one-time payment of $132.00 on the Fingerhut website on July 19, 2014, but because she was still in the same billing cycle when she set up the payment schedule a few days later, our system continued to recognize the minimum payment due as $194.46. This is the amount that was drafted from her checking account ending '8406' on August 9, 2014.
On August 14, 2014, we advised Ms. [redacted] that the quickest way to prevent this debit from clearing her bank account was to contact and work directly with her bank. If she has not already done so, we again advise her to request an "unauthorized payment reversal" attempt from her bank. She may also decide to take no action and let the payment process as normal, and it will be applied to and subtracted from her total balance as normal. This would bring about a quicker reduction of the balance, resulting in less interest paid over time.
As a final reassurance, Ms. [redacted] no longer has any active recurring automatic payment schedules on her account. She may make her payment via regular U.S. mail or electronically via our website.
We again apologize for any inconvenience Ms. [redacted] has experienced as a result of this matter.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (4200, 7, 2014/08/28) */
I asked to go on auto pay and they charged me 3 months for 1 payment and refused to return my money and have me due for a payment now.
I asked to go on auto pay and they charged me 3 months for 1 payment and refused to return my money and have me due for a payment now.
I expect to get a full refund
Final Business Response /* (1000, 10, 2014/09/10) */
CONFIDENTIAL COMMUNICATION
September 10, 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 further inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
We appreciate the extra effort your office has made in contacting Ms. [redacted] for additional information regarding her inquiry. We now know Ms. [redacted] already solicited the help of her bank in reversing the payment in question made on her Fingerhut Account, but to no avail.
After careful review of the circumstances unique to this situation, we have decided to grant Ms. [redacted]'s request for a refund. As Ms. [redacted] was expecting that only her standard minimum payment of $64.82 would be processed and not the full $194.46 that was actually taken, the final amount of her refund is $129.64 ($194.46 minus $64.82).
Our method of reimbursing Ms. [redacted] is currently limited to a paper check sent via regular U.S. Mail. We are sending the refund check to her [redacted], Westerville, OH address, and ask that she allow up to 30 days from the date of this letter to receive it.
We trust this explanation and corresponding refund now meet Ms. [redacted]'s expectations of a satisfactory resolution, and as such, we are considering this matter closed.
Thank you for allowing us to explain.
Sincerely,
[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

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

Initial Business Response /* (1000, 6, 2014/11/20) */
CONFIDENTIAL COMMUNICATION
November 20, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
To confirm to Mr. [redacted], his credit account has been reinstated and is now open for his use. He can conveniently shop and order online at www.Fingerhut.com or by calling 1-800-603-7052.
We appreciate his patience and cooperation. For any additional questions he may have, Mr. [redacted] may call our Customer Service Department at [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 8, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was turned back on and the credit limit was dropped 2000.00 that I had origianaly was saving for xmas and dropped so I only had just over 100.00 so I went from almost 3k credit limit to 1k .
Final Business Response /* (4000, 10, 2014/12/02) */
CONFIDENTIAL COMMUNICATION
December 1, 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 further inquiry that we received from your office on behalf of Mr. [redacted].
Per the Terms and Conditions of Mr. [redacted]'s WebBank/Fingerhut Advantage Credit Account, "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 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.
Mr. [redacted] is correct that his current credit limit is now $1000. As of the date of this letter, his available credit for new purchases is approximately $122. A major contributing factor causing credit limit increases is strong account performance as demonstrated by on-time monthly payments, not exceeding maximum credit line, etc.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

April 22, 2016                                      ...⇄

Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337

Re: Case # [redacted] – [redacted], [redacted]

Dear Ms. [redacted],

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

As we have stated previously, Ms. [redacted] purchased an LG TV on September 30, 2015 with a two year service place on December 3, 2015.

For all concerns with the product Ms. [redacted] should contact the products manufacturer, LG Support at ###-###-####.

Ms. [redacted]’s two year service plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted].

At this time we have provided all available information to Ms. [redacted]. Fingerhut considers this matter closed.

Sincerely,



Vi [redacted]
Executive Care Team

VF/KS                          [redacted]

CONFIDENTIAL COMMUNICATION...


 
July 7, 2016
 
Revdex.com of Minnesota                                   �...⇄ # [redacted]
Attn:  [redacted]
220 S. River Ridge Cir.
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 her WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted]’s complaint indicates that she was unable to make payments on our website on both June 7, 2016 and June 17, 2016, and that she is concerned about double payments being taken from her bank account. She also indicated that she is being charged fees and is concerned about possible negative reports against her credit bureau report. 
 
Our records indicate that both payments mentioned above, from June 7, 2016 and June 17, 2016 were returned by her bank with a “stop payment” reason. Our records also indicate that Ms. [redacted] emailed us on June 24, 2016 to advise that her bank had stopped payment on both payments in error.  She requested that we consider removing the associated fees as an exception. 
 
Our representatives responded to Ms. [redacted]’s emails on June 272016, advising her that we have removed the late fee of $27.00 and the returned check charge of $27.00. 
 
Ms. [redacted] did make a successful payment to her account on July 1, 2016, which satisfied her minimum amount due for this billing period. As long as a successful payment is made before her account cycles on the 26th of the month, her account will be reported as current to the credit bureaus. As of today’s date, this most recent payment appears to have posted without issue.
 
Thank you for this opportunity to explain. 
 
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/ca

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]
 
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.
 
Ms. [redacted] states that she has been attempting to purchase couples rings for herself and her fiancé, and that on multiple occasions she received the incorrect size for her fiancé’s ring. 
 
Our records indicate Ms. [redacted] first ordered the Stainless Steel Personalized Spinner Band on May 30, 2016. In our system, the size for the ring is an 8. We reviewed the phone call between Ms. [redacted] and our representative, and can confirm that when the agent asked what size she wanted this ring in, Ms. [redacted] responded with ‘size 8’.
 
The return of that item was received on June 17, 2016. Credit was not initially issued because the item was personalized, and under our return policy, personalized items can only be returned for an exchange. An exception was made to credit this ring by one of our supervisors on August 3, 2016.
 
On June 22, 2016, Ms. [redacted] spoke with a representative and another ring was ordered on Ms. [redacted]’s account, this time in a size 10. Records on the account indicated that during this call Ms. [redacted] told the representative that she had requested a size 10 when she originally placed the order, but the original representative incorrectly placed the order for a size 8. This item was returned on July 21, 2016. On August 3, 2016, a new order was set up for the ring in a size 11, and sent at no charge. 
 
We have emailed Ms. [redacted] to find out if she has indeed received the correct size ring, but have not yet heard back from her. If she has not received the correct ring, we would appreciate her emailing us back at [email protected] and letting us know. 
 
If Ms. [redacted] has any questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Tea

Final Consumer Response /* (2000, 5, 2015/07/06) */
I received a message from Fingerhut yesterday informing me that the computer I returned, was still at the warehouse and fingerhut will dispose of it and process my refund. Today when I checked my balance on fingerhut.com, I saw that I...

receive a full refund for the return.
[redacted]copied and pasted from email.

Initial Business Response /* (1000, 6, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on our website for a Ladies' 18K Gold-Plated Silver Class Ring Size 7 and a Ladies' 18K Gold-Plated Silver Class Ring Size 6 1/2 for a total with shipping and handling of $687.96. In the description on our website for this item it states specifically:
"Personalized items cannot be returned unless defective. Please place your order carefully."
Our return policy, also listed on our website as well as in our catalogs states, in part:
"Personalized/customized products may be returned for credit if they are damaged or defective only. Exchanges are for the exact same item only, within 30 days of purchase."
As stated in her complaint, Ms. [redacted] states she returned the items because she was not satisfied with the quality of the rings. When a customer returns an item, whether choosing "Quality" or any other of the provided reasons, it should not be assumed their return will be approved for credit or exchange--they must still also meet the conditions of the return policy. We received and processed the return of both rings on February 4, 2015. On February 5, 2015 a letter was sent to the address we have on file for Ms. [redacted], advising of our return policy on personalized items and that we would hold the items for 30 days. If she contacted us in that timeframe we would return the items to her. The letter also advised, if she did not want the rings returned, we would discard them but she would still be responsible for the charges based on our return policy for personalized items. On March 6, 2015, the rings were disposed of as stated in the letter we sent to Ms. [redacted].
Ms. [redacted] had a previous balance on her account prior to the order for the rings of $1,030.16. 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 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, and because no payments have been received since March 27, 2015, 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.
The remaining balance on Ms. [redacted]'s account is $2016.30 as of the date of this letter.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 8, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The beginning of their response is correct, I did understand "Personalized items cannot be returned unless defective. Please place your order carefully." I also know that when a stone is not properly set, which was the case for both of these rings, that is a "Defective" product and should be treated as such. I did not feel that I should have to pay for these rings that were defective, so I packaged them up and returned them with a detailed letter stating what I felt was wrong with each ring. At no time did I feel they even took the time to consider the products defective and treat the returned products as such, their only concern was ensuring that I had to pay for them. If a ring is not put together correctly how can it be considered anything other than "Defective".
Final Business Response /* (4000, 21, 2015/10/29) */
CONFIDENTIAL COMMUNICATION
October 29, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As an exception we have credited the cash price of the rings in the amount of $659.98 (2 rings at $329.99 each).The original shipping and handling is non-refundable.
Ms. [redacted] had a balance on the account of $1,030.16 prior to the rings being purchased. We realize Ms. [redacted] was likely withholding payment as a result of not initially receiving credit for the rings. This was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt. No late fees or interest charges will be credited.
As stated previously, we did not find any evidence of being notified of the dispute in writing, and Ms. [redacted] remained obligated to make the minimum payment each month as shown on her statements and because no payments have been received since March 27, 2015, 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.
Please understand the credits issued have no bearing on Ms. [redacted]'s charged off account status as a balance remains due to the other purchases made. Please allow 60-90 days for the account balance to update.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Final Consumer Response /* (2000, 23, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept and appreciate Fingerhut giving me the credit for the items I returned, however, they have not given me a chance to pay them the remaining amount that I actually owe. Once I started my complaint through Revdex.com,they immediately closed my account and marked it as "Charged Off Bad Debt". and sent to a collection agency. I would like them to reopen the account so that I can "Only Pay Off What I Owe", I no longer want the ability to add purchases to my account, only pay monthly installments until paid in full minus the credit they are awarding me for both rings. I would really appreciate it if they were willing to remove the "Bad Debt" charged off label from my account that was created because of a miscommunication error. If they would look back at my account, I was a good customer for nearly 2 and 1/2 years that was never late with my payments until this incident. Please consider my request, Thanks.

Initial Business Response /* (1000, 9, 2015/03/26) */

CONFIDENTIAL COMMUNICATION
March 26, 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/Gettington Credit Account.
I sincerely apologize to Mr. [redacted] for any confusion caused when trying to return Ematic 9" Portable DVD Player w/ Headphones & Bag. I have thoroughly reviewed Mr. [redacted]'s account and offer the following information.
Our return policy states: "We will issue an exchange or refund for most items returned in a new condition within the 30 days of receipt. No returns will be accepted after the 30 day home trial period without prior authorization from Fingerhut. Returns accepted after the 30 day home trial period may result in prorated cash or credit adjustments based on the age and condition of the product. Returns will not be accepted for credit after 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 customer."
Mr. [redacted] had purchased an Ematic 9" Portable DVD Player w/ Headphones & Bag on November 9th, 2014. Mr. [redacted] then contacted us via web chat on February 23rd, 2015, that the item had stopped working. The Ematic 9" Portable DVD Player w/ Headphones & Bag is past the timeframe to be returned and so he was informed by our Gettington representative to contact the manufacturer. Later, on February 23rd, 2015, we received a phone call from Mr. [redacted] that he would contact the Attorney General if the manufacturer does not honor warranty.
We were able to get in contact with the Ematic vendor, they have no record of contact from Mr. [redacted] regarding the Ematic 9" Portable DVD Player w/ Headphones & Bag. On March 25th, 2015, Ematic had tried to contact Mr. [redacted] by phone but they were unable to leave a message due to full voicemail. They have emailed Mr. [redacted] to advise to him to please contact Ematic.
Ematic has created a ticket for Mr. [redacted], once he replies to their email or call they will be able to help Mr. [redacted] with his Ematic 9" Portable DVD Player w/ Headphones & Bag. Mr. [redacted] can reach Ematic at; [redacted],10 AM - 5 PM PST, or www.ematic.us/support.
We sincerely apologize for the inconvenience this matter may have caused Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC

CONFIDENTIAL COMMUNICATION

0in 0pt; text-align: left;" align="left"> 
May 24, 2016
 
Revdex.com of Minnesota                                   �...⇄
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN  55337
 
Re: [redacted]
Case #: [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
 
Ms. [redacted] states Fingerhut processed a payment for $206.00 on May 15, 2016 without her authorization. Ms. [redacted] further states she called Fingerhut on May 16, 2016 to inquire about the payment, but was not able to get any details.  Ms. [redacted] is requesting a refund for $206.00 and an explanation of who authorized the $206.00 payment to process on May 15, 2016.
 
According to our records, Ms. [redacted] called Fingerhut on April 29, 2016 to make a same day payment for $200.00 with an American Express Card. Ms. [redacted] provided the new card information and agreed to the payment authorization read by the agent.
 
After carefully reviewing the call recording dated April 29, 2016, we can verify that Ms. [redacted] authorized two additional future payments for $206.00; one on May 15, 2016 and the second on May 31, 2016. The payment scripting was read by the agent and Ms. [redacted] gave her verbal authorization to schedule the payments.
 
A letter confirming the two scheduled payments was mailed to Ms. [redacted] on May 3, 2016.
 
The payment for $206.00 processed successfully and brought Ms. [redacted]’ account current. There are no remaining payments scheduled and the American Express card used for the payment in question has been disabled. 
 
Fingerhut is unable to honor Ms. [redacted]’ request for a refund because she gave verbal authorization to schedule the payment. Ms. [redacted] may contact her bank if she chooses to request a payment reversal.
 
Thank you for the opportunity to explain.
 
Sincerely,
 
 
 
 
Kari [redacted]
Executive Care Team
KD/lg
[redacted]

CONFIDENTIAL COMMUNICATION
 
New Roman"> September 27, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] states she ordered a loveseat and recliner seat covered from Fingerhut and never received the merchandise. She states she filed reports with the local shipper as well as the police department but has not been credited for the missing merchandise. She would like all charges for this order be taken off her account and close her account.
 
Our records indicate Ms. [redacted] purchased a Sure Fit Stretch Suede Recliner Slipcover and a Sure Fit Stretch Suede Loveseat Slipcover on July 26, 2016.
 
On August 8, 2016 Ms. [redacted] contacted Fingerhut stating she did not receive the ordered merchandise. At this time she stated she would fill out a legal affidavit online. Due to the monetary value of the merchandise ordered Ms. [redacted] was required to file a police report. We received the completed affidavit from Ms. [redacted] on August 9, 2016, however we did not receive the requested police report. On that same date an additional affidavit was e-mailed to Ms. [redacted].
 
We received the second completed affidavit back on September 11, 2016. This document was also denied due to not supplying a filed police report.
 
We received the requested police report from Ms. [redacted] on September 19, 2016. On the same date the entire order placed on July 26, 2016 was credited to her account. Ms. [redacted] will be able to see the credit in the amount of $311.52 on her next billing statement.
 
Per Ms. [redacted]’s request her Fingerhut account was closed on September 14, 2016. If her account was not paid in full when she closed it, her outstanding balance will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement.
 
At this time Ms. [redacted]’s current balance is $791.21. A minimum payment of $69.99 is due by October 20, 2016.
 
If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time.
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> August 25, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a FreshStart Credit Account.
 
Ms. [redacted] states she did not receive the refund check of $30.00 that she requested from Fingerhut when she canceled an order. She would like to have the money refunded to her account.
 
Our records indicate Ms. [redacted] placed an order for an iLive Bluetooth CD Radio Home Stereo with Color-Changing Lights on August 11, 2016. On that same date, the order was cancelled.
 
On August 12, 2016 Ms. [redacted] contacted Fingerhut requesting a refund for the $30.00 down payment she made on the account. On that same date, a refund was processed for Ms. [redacted]. She was informed to allow up to 5 business days for the refund of $30.00 to be returned to her credit card ending in [redacted].
 
If Ms. [redacted] has not received the refund at this time, she should contact Fingerhut Customer Service at ###-###-####.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Initial Business Response /* (1000, 19, 2014/09/11) */
CONFIDENTIAL COMMUNICATION
September 10, 2014
Revdex.com of Minnesota #[redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]...

[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 that she made a purchase with Fingerhut and set up payments to automatically come out each month for $20.00. After nine months, she checked her Fingerhut account online and was surprised to see that her balance had gone up and not down. Ms. [redacted] would like all the late fees credited to her checking account. Additionally, Ms. [redacted] stated "it is not my fault the debits were made late" because "no one notified me."
When Ms. [redacted] placed her order with Fingerhut on June 1, 2013, she chose to have her statements sent to her electronically. When an account becomes delinquent, Fingerhut also mails paper statements to the customer. During the past year, Ms. [redacted] may have moved and did not update her address and phone. In October 2013, the statement was returned to Fingerhut as undeliverable and we were unable to reach her by phone until her information was updated in March 2014.
The eleven monthly payments for $20.00 that Ms. [redacted] set up electronically on the Fingerhut website on June 24th, 2013 were unfortunately scheduled to begin July 15, 2013, not the due date of July 5, 2013. As a result, her account has been behind every month because her first payment was made ten days late.
There is no record of Ms. [redacted] requesting to have her due date changed until March 25, 2014. The due date was changed from the 5th to the 15th and $134.87 in late fees was credited to her account.
The last payment received on Ms. [redacted]'s account was for $20.00 on April 15, 2014. The account is severely delinquent but may still qualify for several payment plans.
If Ms. [redacted] would like to discuss which payment plan option would work best, she may contact our Billing Department at [redacted]. 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.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ljg
Initial Consumer Rebuttal /* (3000, 21, 2014/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because they had my email address, hasn't change at all. They always sent me notifications about thank you for my payments, offers and statements since last year and on none of them said I was past due or didn't pay on time... I still believe they took advantage of this situation. I still have my emails and I can prove nothing had been said about it..
Final Business Response /* (4000, 24, 2014/09/25) */
CONFIDENTIAL COMMUNICATION
September 19, 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 a second inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] is requesting to have all the late fees removed from her account because she indicates none of the statements Fingerhut sent to her email notified her that her account was delinquent. Additionally, Ms. [redacted] states we should have changed her due date without her permission, thereby providing good customer service.
According to Ms. [redacted], and confirmed by our records, statements were sent electronically per her request. Once her account became delinquent, statements were also mailed to the address Ms. [redacted] provided in June 2013. In October 2013, the statements were returned due to incorrect address. Ms. [redacted] updated her phone number and address in March 2014.
The statement that was sent on July 9, 2013 has the late fee charge of $16.99 and minimum due of $33.98 in bold letters. Every statement thereafter also included a late fee charge and a minimum due higher than $20.00 in bold font.
No changes can be made to a customer's account without their permission. We did not have Ms. [redacted]'s permission to change her due date until March 25, 2014. As an exception, four late fees were credited to the account when the due date was changed.
Ms. [redacted] has only made one additional payment of $20.00 since the date was changed and credits were issued. We advise Ms. [redacted] to contact Fingerhut and make payment arrangements as her account is close to charging off.
She can contact our Billing Department at [redacted] to discuss payment options. 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.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ljg

I am rejecting this response because:
While I appreciate that I got a response I must state that it is unacceptable because it has taken almost two weeks and only one of the two issues was addressed. While waiting on a response I went out and bought a new mattress and box springs. It is true that Pilot showed up at my home to deliver the mattress I had ordered, this I was not expecting as I had not been contacted by anyone except for Pilot (on the day of delivery) since this whole mess started.
Today, 2 June 2016, I contacted Fingerhut customer service to cancel the replacement mattress. If it shows up anyway I'll just return it and that will hopefully be the end of that. I also inquired about the air conditioner and the "investigation" that was to take place after sending in an affidavit. I was told that there was no information available beyond it having been delivered (to the incorrect address) and that my affidavit had not been received. I have sent another affidavit as of today, and I have been told that a note would be placed on my account that it is "a concern of mine" on whether or not they get it. I will be following up on it tomorrow to ensure that it arrived.
I am quite displeased with Fingerhut by now. At this point I just want the a/c unit or a refund. I don't think that is too much to ask.

Initial Business Response /* (1000, 9, 2016/01/05) */

CONFIDENTIAL COMMUNICATION
January 4, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
The account is currently reflecting a zero balance and is closed. However, as a courtesy, we will issue a refund of three late fees to Mr. [redacted] which will total $76.99. The account has been credited $76.99 on January 4, 2015 and a check will be sent to him by mail.
As a reminder, customers should pay close attention to the dates showing on each monthly statement. The cycle date was the 22nd of each month, but the due date was the 18th of each month. Our customer service representatives are available for questions such as these.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (2000, 11, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CONFIDENTIAL COMMUNICATION

Roman" size="2"> 
August 10, 2016                                      ...⇄ #[redacted]
 
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] –[redacted], [redacted]
 
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account.
 
In Mr. [redacted]’ inquiry he states he was overcharged for shipping and handling on his latest order and that we offer promotion codes and free shipping on our website. However after opening the account, customers are no longer able to use the promotion codes or free shipping offers. Mr. [redacted] also indicates he would like credit for the shipping and handling charge on his last order.
 
Our records indicate Mr. [redacted] opened his Gettington Credit account in November of 2011. Since the account was opened there have been 33 orders placed. In our review of Mr. [redacted]’ account we have found 21 of the 33 orders have had promotion codes and/or discounts applied to them.
 
Please understand that while some of our discounts may be offered to all customers via our website, we also offer discounts or promotions based on our customers order history, account activity, and shopping preferences to offer a unique shopping experience.
 
We sincerely apologize if Mr. [redacted] experienced a problem while attempting to use a promotion code on our website. We have no record of Mr. [redacted] contacting our Customer Service Department to report any difficulty with a promotion code. We have confirmed there was a free shipping and handling promotion during the time Mr .[redacted] placed his order, therefore, we have issued credit for the shipping and handling on the order he placed on July 21, 2016 in the amount of $42.95. Mr. [redacted] will see the credit reflected on a future billing statement.
 
If Mr. [redacted] has further questions or concerns he may contact our Customer Service Department at ###-###-#### Monday – Friday, 8:00 AM – 8:00 PM CT.
 
Thank you for allowing us to explain and assist.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/bw

Initial Business Response /* (1000, 5, 2014/05/16) */
CONFIDENTIAL COMMUNICATION
May 15, 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 had set up an automatic payment schedule on March 14, 2014 for a $100.00 recurring payment beginning May 7, 2014. When Ms. [redacted] paid her account in full on March 18, 2014, the automatic payment schedule should have been canceled. However, it was not canceled and this explains why the $100.00 payment was taken on May 7, 2014.
We have submitted a refund request in the amount of $100.00 be sent to Ms. [redacted]. We have also requested the refund be expedited. Ms. [redacted] should receive the refund within fifteen business days.
I sincerely apologize to Ms. [redacted] for any inconvenience this issue may have caused.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

I am rejecting this response because:
I have already spoken with Virgin mobile. They agree that the unused, unactivated phone returned with receipt from US Post Office dated 2.24.2016 was in same condition as sold to me.
I intend to sue in small claims court, if not instructed to return the phone which is not being used to Fingerhut.
The damages to my credit will be penalized.
The further harassing phone calls from Collections at Fingerhut will be penalized and the amount of the phone will be doubled to $400.
[redacted]