Bluestem Brands, Inc.

Initial Business Response /* (1000, 5, 2014/06/18) */
CONFIDENTIAL COMMUNICATION
June 18, 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 that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We want to ensure Mr. [redacted] has the information that will provide him with a better understanding of his Fingerhut Account balance. As a reassurance, our records back up his description of the Fingerhut merchandise ordered and charged on his account. However, Mr. [redacted]'s account activity reflects additional charges, fees, and interest that have brought the account balance to its current amount.
The additional charges are for an insurance plan offered through [redacted] Benefits Insurance Services, Inc., one of our affiliated companies. It is an "accidental death and dismemberment" plan underwritten by Hartford Life and Accident Insurance Company. When a Fingerhut Account customer enrolls in one of our affiliates' plans, the charges are billed to the account and added to the total account balance. We obtained a copy of Mr. [redacted]'s Proof of Enrollment in the plan; it reflects he signed and dated it on October 2, 2013, consenting to purchase the coverage at the indicated rate and to have it billed to his credit account. Per that consent, the charges were billed quarterly in the amount of $33.00, and are clearly labeled on the billing statements for the months they are billed. For immediate assistance with any further questions regarding this plan, including cancellation, Mr. [redacted] should call [redacted] directly at [redacted]. Mr. [redacted] can reference his policy number of [redacted] when speaking with them, also included in his statement in the billing description.
Mr. [redacted]'s account also shows it has been assessed fees for SafeLine Account Protection Plus. This is a debt-waiver plan that Fingerhut directly offers its customers. The plan fees are charged to an actively-enrolled customer's credit account whenever a balance exists. Mr. [redacted] accepted SafeLine Account Protection Plus when he was approved for his credit account on November 22, 2011. He would have received terms and conditions at that time, as well as updated terms and conditions in November of 2013 when program enhancements were made. We requested Mr. [redacted]'s Proof of Enrollment in the program. Unfortunately, due to a system security issue, we were unable to confirm his enrollment before responding to Mr. [redacted]'s concern. For this reason, we have made an exception and credited Mr. [redacted]'s account the total amount of SafeLine fees ever assessed in the history of the account. This total amounts to $112.80, and Mr. [redacted] will see the corresponding credit on a future billing statement.
The account's payment history indicates we are receiving weekly or b-weekly payments, and we appreciate Mr. [redacted]'s diligence in this regard. However, he should still be referring to his monthly statement to ensure that the payments made on a weekly basis add up to the minimum amount due and arrive by the monthly due date. Unfortunately, this is what has occurred over the past few billing cycles, and Mr. [redacted]'s account has accrued several late fees. Because the account is now paid current and we have yet to make a one-time exception, we have credited the most recent late fee of $35.00. This credit will appear on a future billing statement.
Our customers are very important to us and we strive to assist and satisfy them. I trust with this explanation and credits we have done so with Mr. [redacted].

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

Initial Business Response /* (1000, 7, 2015/02/05) */
CONFIDENTIAL COMMUNICATION
February 5, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted]
Dear Ms. [redacted],
I...

am writing in response to the inquiry that we received from your office on behalf of [redacted] regarding the returned item and outstanding balance on his WebBank/Fingerhut Advantage Credit Account.
According to the information we have on file, Mr. [redacted] placed an order on June 02, 2014 for a Sterling Silver Ladies' Round Diamond Ring. The item was delivered on August 14, 2014. This delay was due to the manufacturer of the item experiencing a delay. We were notified of the delay and sent a letter advising Mr. [redacted] of this on June 16, 2014. We received a request to cancel this order on July 21, 2014 via email. At the time, we submitted a request for cancellation and responded with an email that stated, "We have attempted to cancel your order as requested. However, if we are not successful, please feel free to take advantage of our 30 day trial or you may be able to refuse delivery depending on the carrier and if you are home when delivery is attempted." Unfortunately, we received notification from the vendor on September 30, 2014 that they were unable to cancel the order prior to it shipping. We apologize for the inconvenience experienced at that time.
The return of this item was processed on November 14, 2014. This return was within our return period for the item. At the time of return a credit was issued for $282.04, this was the full price of the item with the exception of a return shipping fee for $7.95. Per our return policy, the shipping and handling on the items is non-refundable because it was sent back to us for a "non-qualifying" reason (an example of a "qualifying" reason would be for defects or damages not caused by the customer, which in most cases Fingerhut covers this cost.)
Fingerhut's Return Policy:
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
As an exception to our normal policy, we have issued credits for $90.93 in late fees, $7.64 in interest charges, and $21.94 in shipping and handling. The remaining balance on his account is $0.00. Per Mr. [redacted]'s request, we have closed his account.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

CONFIDENTIAL COMMUNICATION...


 
July 8, 2016
 
Revdex.com of Minnesota                                   �...⇄ # [redacted]
Attn:  [redacted]
220 S. River Ridge Cir.
Burnsville, MN  55337
 
Re:  Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Account order from May 31, 2016 for a Sealy Tuberose Plush King Mattress, Box Spring, and free bed frame.
 
Ms. [redacted] states she received partial delivery of this order along with a notice from the carrier that one of the two twin box springs was damaged and to contact us for a replacement. In doing so, she encountered difficulties with our customer service which resulted in having to contact us numerous times, but eventually received helpful information and a replacement order upon reaching a supervisor. Unlike the original, the replacement order was not approved to be delivered to her home apartment but only to the building’s front entrance. Ms. [redacted] requests delivery to the door of her home apartment as well as a refund of the shipping/handling charge in consideration of the difficulties outlined in her inquiry.
 
We are pursuing Ms. [redacted]’ report of substandard service, as all agents are accountable in providing accurate information in conformity to our policies and procedures. Based on our earlier research of this order and confirmed again upon a second review, the mattress was not included along with the shipment of the box springs and bed frame. On June 14, 2016, we received the one damaged box spring as a return and issued an account credit for the full purchase price of $172.03. On June 17, 2016, Ms. [redacted] spoke with a supervisor, who confirmed the mattress had not been sent, and the remaining credit of $927.95 was issued, at which time Ms. [redacted] had been credited for the order’s full purchase price of $1099.98.
 
The supervisor initiated a replacement order on the same date for the box spring and the Sealy Tuberose Plush King Mattress Ms. [redacted] still needed. Our records indicate that on June 28, 2016 authorization was sent to Pilot Freight Services for delivery to Ms. [redacted]’ apartment floor; the tracking number of [redacted] reflects successful delivery, as signed for by Ms. [redacted], on June 28, 2016, 12:38 p.m. local time.
 
We have decided to make an exception to our standard policy and have issued an account credit covering the shipping/handling charge as a goodwill gesture. This credit will reflect on an upcoming statement for Ms. [redacted]’ records. Also, we extend our sincere apology to Ms. [redacted] for any inconvenience caused by these issues, but trust she will find the measures we have taken as a satisfactory resolution.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/ah

Initial Business Response /* (1000, 5, 2015/09/03) */
CONFIDENTIAL COMMUNICATION
September 2, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms....

[redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a credit inquiry reflecting on her credit report.
In Ms. [redacted]'s complaint, she states that there is a fraudulent inquiry on her credit report. Ms. [redacted] further states, that she has not been able to get legal documentation to prove the inquiry is not hers. Ms. [redacted]'s desired resolution is to have the inquiry removed from her credit report immediately.
Based on our research, we were unable to locate any inquiries based on Ms. [redacted]'s personally identifiable information.
In order to locate the inquiry Ms. [redacted] is referring to, and to further investigate her claim, more information will be necessary. Please have Ms. [redacted] provide a copy of her credit report showing the inquiry .
Ms. [redacted] can contact the Fingerhut Executive Care Team with the necessary information, by mail:
Fingerhut
Attn: Executive Care Team
[redacted]
St. Cloud, MN 56303
Or fax the information to [redacted] Attention: Executive Care Team.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is an inquiry on my credit file:
WEBBANK/FINGERHUT
[redacted]
EDEN PRAIRIE, MN 55344
(800) [redacted]
Requested On: 08/05/2013
Inquiry Type: Individual
This is not mine. Please remove.
Final Business Response /* (4000, 9, 2015/09/10) */
September 10, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding a credit inquiry reflecting on her credit report.
In Ms. [redacted]'s response to our request, she states the date of the fraudulent inquiry on her credit report occurred on August 5, 2013. Ms. [redacted]'s desired resolution is to have the inquiry removed from her credit report immediately.
Based on our research, given the above date of August 5, 2013, we were able to locate an inquiry based on the date and Ms. [redacted]'s first and last name.
Our records indicate we received an application for credit on August 5, 2013. The application was processed via the internet. The name on the application is the same one Ms. [redacted] provided when contacting us regarding this issue. The application was denied.
As Ms. [redacted] denies authorizing the credit application matching her personally identifiable information, we referred these matters to our Credit Risk Department for further review. A copy of the application is enclosed for your reference.
As a result of their investigation, the inquiry on Ms. [redacted]'s credit report was referred to Equifax Credit Services, TransUnion L.L.C., and Experian Information Solutions, Inc. for removal; please allow 60-90 days for the information to be removed. Additionally, Ms. [redacted] 's information has been marked for our system to instantly recognize, flag, and block similar attempts in the future, should they occur.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosure

Initial Business Response /* (1000, 6, 2014/04/17) */
CONFIDENTIAL COMMUNICATION
April 17, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry that we received from your office regarding [redacted].
Our records indicate that an order was placed on April 1, 2014 for the Steve Harvey Men's Linen Shirt & Pants Set via our website.
Our Spee Dee Delivery tracking results also indicate that the order was delivered on April 8, 2014, stating left at the front door.
Ms. [redacted] is correct that we ship the Fingerhut FreshStart orders to the billing address until the customer graduates to a WebBank/Fingerhut Revolving Credit Account. Additionally, I would like to explain that once an order is placed, we are not able to change the ship to address on Fingerhut FreshStart orders or Fingerhut Credit Account orders.
I have credited Ms. [redacted]'s Fingerhut FreshStart Account for the order that she states she did not receive. We are not able to ship it to her work address as she requests.
I have also requested that Ms. [redacted] is mailed a check in the amount of $30.00 for the down payment when the order was placed. Ms. [redacted] should allow up to 15 business days to receive her check.
Thank you for this opportunity to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas

face="Arial">CONFIDENTIAL COMMUNICATION
 
September 28, 2016
                                        ...⇄ # [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 we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
In Ms. [redacted]’ inquiry she indicates she placed an order for a sectional and contacted us several times to check the status of the order. Ms. [redacted] states she was advised that the item had not shipped from our vendor and that she requested the order to be cancelled. Ms. [redacted] is requesting that she receive full credit for the order since it never shipped.
 
Our records indicate Ms. [redacted] placed the order for the Mason Sectional Sofa on our website on August 7, 2016 which totaled $2,359.99 including shipping and handling. Please understand that some items are supplied directly by the vendor/manufacturer and not a Fingerhut fulfillment center, and the sofa was a vendor supplied item.
 
These orders involve additional steps and communication with the vendor. Once an order enters the shipping process through our vendor, a tracking number is assigned and a shipping confirmation is sent to Fingerhut from our vendor. Fingerhut then sends a shipping confirmation email to the email address we have on file for our customer. In rare instances, there may be a delay in processing. A delay happened with Ms. [redacted]’ order due to not receiving timely status updates from the vendor despite the multiple attempts we made to contact them. We sincerely apologize for any inconvenience this delay may have caused Ms. [redacted]. According to the tracking information and our contact with Pilot Freight Services we have verified that the sectional was not shipped from our vendor.
 
We have issued credit for the sectional in the amount of $2359.99. Ms. [redacted] will see the credit reflected on her October 1, 2016 billing statement. We have also sent, under separate cover, two $50.00 discount coupons directly to the address we have on file for Ms. [redacted]. She may use the discount coupons on future orders and they are valid up to 6 months from the date of this letter. At the time Ms. [redacted] is ready to redeem the discount coupons we ask that she contact our Executive Care Team at ###-###-#### for assistance in placing her order using the discount coupon(s).
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
VF/bw

Initial Business Response /* (1000, 5, 2015/01/15) */
CONFIDENTIAL COMMUNICATION
January 15, 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 the late fee reversal on her WebBank/Fingerhut Advantage Credit Account.
I have listened to the call recordings at the time the payment was made on December 4, 2014 and from December 10, 2014. On December 4, the agent advised that the situation would be addressed when she calls back in to bring her account current. However, it is possible that this was interpreted as an offer to have Ms. [redacted]'s credit report adjusted to reflect that it was not delinquent in the month of November. During the course of the call on December 10, the agent advises that they are able to remove the late fee from the account in the amount of $37.00. It is not advised that her credit reports would be updated. We apologize to Ms. [redacted] for the miscommunication that occurred on December 4, 2014.
As an exception to our normal policy, we have requested to have her credit reports updated to indicate that she was not delinquent in the month of November. Please advise Ms. [redacted] this information should be updated by the major credit bureaus in the next 30-60 days.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

July 13, 2016 Re:  [redacted]
ID # [redacted]   Dear Ms. [redacted],
1em;"> We are writing in response to an inquiry received from your office on behalf of [redacted] regarding her enrollment in the Haband VIP Plus program.  On July 13, 2016, we called Mrs. [redacted] to explain that after she made her February 24, 2015 purchase on Haband’s website, she was presented with an opportunity to save $15 off her next Haband purchase, simply for trying a membership in our Haband VIP plus program.  At no time was Mrs. [redacted] ever obligated to accept this membership offer and her Haband purchase was not contingent upon her accepting the offer. To enroll in this program, Mrs. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus.  On this page she entered her email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus.  Had Mrs. [redacted] skipped any one of these steps, no membership would have been established.  Once enrolled, the customer has the option to cancel their membership at any time with no further obligation.   The Haband VIP Plus membership was cancelled on June 20, 2016 and Mrs. [redacted] was fully refunded $241.51.  This refund consists of the trial fee of $1.99 and sixteen months of the $14.97 monthly fee.  The credit was issued on June 21, 216 to Visa Credit Card in which the payment was originally applied.  Thank you for allowing us to assist and explain.   Sincerely, Lea [redacted]
Haband Customer Service Bluestem Brands, Inc.

CONFIDENTIAL COMMUNICATION
 
August 17, 2016                                      ...⇄ />  
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 his frustration at having to escalate his concerns through the Revdex.com and that our discounts change based on account and order history.
 
As we stated previously, Mr. [redacted] order history indicates he used promotion codes or discounts on 21 of his 33 orders since his account was opened in November of 2011. Total customer satisfaction is among our top priorities and as such we offer multiple ways for our customers to contact us should they have questions or concerns. Our Customer Service Team may be reached by phone at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT, via our chat feature on our website, by email at [email protected] or by mail at Gettington Customer Service [redacted] Saint Cloud, MN. 56303.
 
We have no record of Mr. [redacted] contacting our Customer Service Department. While we try to anticipate the needs of our customers, at times, it may be necessary to contact us for assistance.
 
We offer many different opportunities for our customers to utilize our promotions and discounts. While free shipping and handling is offered frequently, we also offer savings on select items or categories of items and certain restrictions do apply based upon the offer. While we value the opportunity to obtain new customers, we also value our loyal customers by offering many opportunities to save money as is demonstrated with well over half of Mr. [redacted] orders being placed with special promotions, promotion codes and discounts.
 
As stated previously, we have credited the shipping and handling on Mr. [redacted] last order placed on July 21, 2016 in the amount of $42.95. The credit appears on Mr. [redacted] statement which printed on August 11, 2016.
 
As we have supplied all the information we have available to us in reference to Mr. [redacted] concerns, we respectfully consider this matter closed.
 
Thank you for allowing us to explain and assist.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/bw

Initial Business Response /* (1000, 5, 2014/07/30) */
CONFIDENTIAL COMMUNICATION
July 29, 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 that 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 had regarding the issue outlined in his inquiry. Due to a shipping error, his recent order of a Trio Line Floral Blue 5X7 Rug was incorrectly fulfilled, and he received a different rug than what was ordered.
As stated in the inquiry and supported by our records, Mr. [redacted] returned the incorrect rug, and we received it on June 27,2014. Unfortunately, his account was not credited for the return within the normal timeframe. Mr. [redacted] contacted us on July 23, 2014 about this matter, and being made aware of the oversight, we credited his account the full cost of the order including shipping/handling. The amount credited was $271.64.
Mr. [redacted]'s account accrued one late fee of $26.00 during the time of this issue. While it is in the customer's best interest to keep their account in good standing by making their minimum payment - even while engaged in a dispute - we made a prior exception and credited the late fee on July 23, 2014.
As a reassurance, there has been no negative report to the credit bureaus in regards to this matter. Mr. [redacted]'s account has been closed to future purchases to comply with his request. He may order from Fingerhut using Visa, MasterCard, Discover or American Express if he so chooses. We appreciate Mr. [redacted]'s patience while we worked towards this resolution.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
sans-serif;"> 
July 12, 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 Account purchase from August 14, 2015 for a Frigidaire 30-Inch Freestanding Electric Range.   Ms. [redacted] states she notified us immediately upon learning that the range was delivered damaged at her daughter’s residence, for whom she purchased it. The first representative advised they would begin the return process with additional follow up to Ms. [redacted] at a later time, however, after a week of no further communication in this regard, Ms. [redacted] contacted us again. A different representative advised her to contact Frigidaire to initiate the return but, in doing so, Frigidaire referred her back to us. Ms. [redacted] states we gave her further assurances we would handle this, but her daughter still has the range in her possession, and this issue has remained unresolved for ten months. Ms. [redacted] requests that the range be picked up and the purchase price be credited back to her account in full, including any late fees assessed when she initially withheld payment awaiting our assistance to return it.   Please note that to return the range, there were additional steps involved beyond our regular handling, as it was shipped directly by the vendor. Ms. [redacted]’s daughter as the recipient should have received a packing slip insert at the time of delivery with the special return instructions. In addition, a disclosure appeared on our website’s product overview page for this item which stated, “In order to ensure the best service for your new appliance, all service issues must be arranged with the vendor. Please see packing slip for further information.”   Our records confirm that Ms. [redacted] first notified us via phone on September 15, 2015 that the range arrived damaged. The representative advised that, while it could not be handled according to our standard return processes, they would refer the matter to our Vendor Support Department. This was completed on September 17, 2015 when they sent a response to Ms. [redacted]’s email on file, [email protected], advising to contact the manufacturer, Frigidaire, for assistance. Regrettably, this was inaccurate information due to representative error, as Ms. [redacted] should have been directed to the vendor-supplier, Almo Corporation.   When Ms. [redacted] called on October 5, 2015 and the issue was again referred to vendor support, it was correctly handled the next day with our request to Almo to initiate a return on Ms. [redacted]’s behalf. On October 7, 2015, Almo responded by requesting pictures of the damage. On the same date, we sent another email to the same email above but, regrettably, it omitted that the vendor needed pictures and only advised the customer to “refer to their packing slip included with the appliance.” However, in a subsequent email sent to Ms. [redacted] on November 2, 2015, we advised her to provide pictures of the damage and she could return these to us. Our records show that we received the pictures on January 21, 2016 and forwarded them to Almo on the same date.   However, upon receiving Ms. [redacted]’s inquiry we became aware that after we provided the vendor with her pictures they did not contact her. We sincerely apologize for the excessive delays she has experienced, on our part and on behalf of the vendor.   As a remedy, we have issued an account credit for the electronic range’s full purchase price of $1,064.99. The related accrued interest charges have also been credited in the amount of $234.82, as well as two late fees credits for $37.00 each. These have already applied to the account and will reflect on an upcoming statement for Ms. [redacted]’s records. Her balance as of this response, which we confirm is fully accurate, is $1,190.14, and her adjusted minimum payment amount is $69.99, due by July 18, 2016. Because Ms. [redacted] was also carrying, and continues to carry, an outstanding balance for other items she purchased, the previous payments she was making have been applied to the balance still owing so she is not subject to a refund for those past payments.    In addition and in the coming days, the freight carrier, MXD Group, will contact Ms. [redacted] for pick-up arrangement of the electric range, if they have not done so already.     Thank you for allowing us to assist and explain.
 
Sincerely,
 
Vi [redacted] Executive Care Team   VF/ah

Initial Business Response /* (1000, 5, 2014/03/05) */
CONFIDENTIAL COMMUNICATION
March 04, 2014
Revdex.com of Minnesota
Attn: [redacted]
220 South River Ridge Circle
Burnsville, MN 55337
# [redacted]
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/Gettington Account.
On December 11, 2013 Ms. [redacted] placed an order on her account for a Serta Craigmont Euro Top Queen Mattress Set. Ms. [redacted] contacted us on December 28, 2013 via email advising us that she wished to cancel the order. Unfortunately, the item had already shipped and we were unable to cancel the order and an email response was sent advising the item had already shipped and we were unable to cancel the order. The carrier attempted to contact her to make delivery arrangements and since they did not receive a response back to schedule a delivery they contacted us on January 14, 2014 in which we authorized the return of the item. We received the return on January 21, 2014 and credit was issued accordingly.
We have reviewed Ms. [redacted] account and since the item was not delivered to the customer we have issued credit to her account for the shipping charges and any additional fees that applied. She will see these adjustments on her April 1, 2014 billing statement.
Thank you for allowing us to explain.
Sincerely,
[redacted]
VF/rsh

I am so disappointed with Fingerhut aka Bluestem Brands, Inc.. I remember as a little girl my grandmother using them. So I knew as an adult I would too. This is until my experience with them turned into a mess. I placed an order with them 9/9/2014 and paid it off 10/9/2014 using their freshstart program. I was told at that time that it would take 30 to look at my account and consider for a regular account. A month later I call to check on the status only to be told that I have to wait another 30 day because FH inadvertently place a 18 cent credit on my account and when the realized it removed it. But because it shows that the account was brought back to zero and looked like a payment it would take another 30 days. Now keep in mind Christmas is right around the corner and I am trying to get ready. Now 90 days later I still have not heard anything about my account. I called today and told them all the above, how they said it would take 30 days then 90 days. I spoke to [redacted](female) who said she was out of Minnesota who told me it would take 30 days, I told her it had been 30 days she then said it would take 30 more. I told her it had been 30 days she then said it would take a total of 90 days. Of course I stopped her and asked for a supervisor, which I never got. She kept me on hold for 42 min waiting. I could hear her in the background. I purposely waited to see what would happen. She would never respond when I called her name to get her to answer my questions. She would put me on hold then come back to the line and sit there. I would tell her that I am still there and waiting for the supervisor. She then put be back on hold and waited more. As I waited I found the parent company Bluestem Brands, Inc. and called as I was on the phone talking to the receptionist [redacted] came back to the line. When I told her I was on the phone with the Corporate office she quickly put me back on hold and this time transferred me to my 6th department. [redacted] answered the phone and was able to finally tell me that he updated my account to graduate from the freshstart program but it would take 30 more days. I told him unacceptable that Christmas would be over. He put me on hold and and came back with I would have to wait 3 business days to get the graduated account. Why did it take 90 days to get to this point? I called and left a message with one of the 3 executives that handles complaints. The secretary at the corporate office was very nice and helpful. She told me that one of them would definitely call me back. Well it is now 1:38 CST I called them at 12:15 CST lets see if they keep their word. Very disappointing. Fingerhut will you make this right?

I have been dealing with this company for all most 2 years and have been thrilled with every order so far I have received from them. I am now getting ready to order a personal item for my daughter with no worries just from past dealing.

CONFIDENTIAL COMMUNICATION
March 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We would like to help resolve the issues Ms. [redacted] is having on her account, but we need some clarification. A representative attempted to call Ms. [redacted] to do so on March 16, 2016 but was not successful. Ms. [redacted] should call the executive care team at [redacted] so we can help her further.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm

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.
Not all of the information is correct. I do agree that the tried to contact me. I did respond to their contacts but I now see that I failed to provide them with the proper information. I will act properly on this matter immediately.

Initial Business Response /* (1000, 6, 2015/01/16) */
CONFIDENTIAL COMMUNICATION
January 16, 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.
As stated in the inquiry and supported by our records, two payments were made on Ms. [redacted]'s account on July 1 and July 2, 2014 for $60.00 each. Both were made via the Fingerhut website from Northwest Savings Bank checking account ending '[redacted]'.
Ms. [redacted] states she did not authorize the second payment from July 2, 2014, so we carefully balanced this claim with our records. We were unable to find any evidence that the second payment was the result of a system error or other cause from our end. While we are uncertain whether Ms. [redacted] or someone else authorized this payment, we are firmly resolved that it resulted from the completion of the web payment process.
We apologize if Ms. [redacted] was ever advised that it was within our capabilities to have it reversed back into the bank account. She was later correctly advised to contact her bank to do an "unauthorized payment reversal"; this did not occur as we still have the payment in question.
Ms. [redacted] did receive the $10 credit that our phone agent offered for the inconvenience; it was applied to her account on July 29, 2014 and appears on the monthly statement Ms. [redacted] received in August 2014.
We remain unable to refund the $60 payment, but we have decided to apply it to cover her payment due August 2, 2014--as Ms. [redacted] previously requested. As a result of this adjustment, her account now reflects a paid current and good-standing status as of the date of this letter. There was no negative report to the credit agencies since this issue arose.
All late fees that have accrued as a result of this matter have also been credited, and will reflect on a future monthly statement within two billing cycles. Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

My Name is Jalisa Aguillera and experience the absolute worst service ever.
I ordered a desk a few months ago from Gettington which was shipped to another address, I have called and called to no avail. I received an affidavit which I filled out and forwarded to Gettington only to be told after weeks it was never received, Gettington continues to charge me for this desk I never received. I am needing some assistance asap. Customer service is poor. I need my desk and some assistance please.

CONFIDENTIAL COMMUNICATION
 
September 8, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] states she did not receive her monthly statement but made a payment. She would like to have this removed from her credit bureau report.
 
Our records indicate Ms. [redacted] opened her account with Fingerhut on March 27, 2015. Each month Ms. [redacted]’s has been receiving her monthly statements by mail to her address, [redacted] Louisville, KY 40214.
 
It is the responsibility of our customers to make their monthly payments by the due date each month. Ms. [redacted]’s due date is the 9th of each month. When Ms. [redacted] opened her WebBank/Fingerhut Advantage Credit Account, he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your payment on time in any one of the 6 prior billing cycles.”
 
Ms. [redacted] received late fees on June 9, 2015, September 9, 2015, November 9, 2015, January 9, 2016, March 9, 2016, May 9, 2016, and June 9, 2016.
 
For Ms. [redacted]’s records we have included a copy of her itemized statement. This document shows all activity on the account.
 
The credit bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Ms. [redacted] may reference the Reporting and Monitoring section of our terms and conditions that was included in her Welcome Packet. It states:
 
“If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.”
 
Conversely, accounts that are in good standing will be reported as well. 
 
If Ms. [redacted] 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

Initial Business Response /* (1000, 5, 2016/02/24) */
CONFIDENTIAL COMMUNICATION
February 24, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case...

#: [redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account. We have included the account activity, credit application, terms and conditions and last three monthly statements.
Mr. [redacted] states that Fingerhut did not send him statements and charges extremely high late fees. Mr. [redacted]'s desired resolution is to have the late fees waived and his statements mailed to him on time.
According to our records, Mr. [redacted] agreed to have his monthly statements sent electronically when an application was completed online on May 7, 2015. The electronic statements are sent to the email address Mr. [redacted] provided on his application: [redacted]@VERIZON.NET.
Our records indicate that two reprints of the January statement were mailed to Mr. [redacted] at his request on January 11, 2016 and February 4, 2016.
Two reminder letters advising Mr. [redacted] that his payment had not been received were also mailed on November 23, 2015 and January 9, 2016.
As a courtesy, three late fees, totaling of $91.00 were credited to Mr. [redacted]'s account on February 4, 2016. These credits were applied to the balance and are reflected on the February 7, 2016 statement.
The balance on Mr. [redacted]'s account as of February 24, 2016 is $357.27
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $29.99 is due by March 3, 2016.
If Mr. [redacted] wishes to change the delivery option for receiving his statements, this can be done by logging into his account on Fingerhut.com or by contacting Customer Service at [redacted] Monday - Friday from 8 am to 9pm Central Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I eccept this offer and will see that bill is paid on time . but I want a bill mailed to me every month not electronically and also for the record [redacted] L [redacted] is a full fledged woman.