Bluestem Brands, Inc. Reviews (628)
View Photos
Bluestem Brands, Inc. Rating
Address: PO Box 176, Jessup, Pennsylvania, United States, 18434
Phone: |
Show more...
|
Web: |
|
Add contact information for Bluestem Brands, Inc.
Add new contacts
ADVERTISEMENT
CONFIDENTIAL COMMUNICATION
0in 0pt; text-align: left;" align="left">
June 10, 2016
Revdex.com of Minnesota ...⇄ #[redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account. Attached is a statement of account activity.
Mr. [redacted] states payments are being made on time each month, but Fingerhut is not applying the payments to his account. Mr. [redacted] further states that after one of his payments was processed successfully, Fingerhut continued to run additional payments until his credit card locked up. Mr. [redacted] is requesting an investigation because Fingerhut is calling him in an attempt to collect payments. Mr. [redacted] states he can prove that payments have already been made.
Based on our research, the balance on Mr. [redacted]’s account was zero when he placed an order on November 22, 2015. An additional order was placed on December 21, 2015 with the first payment of $46.99 being due on January 7, 2016.
According to our records, Mr. [redacted] spoke with an agent on January 11, 2016 but declined to make a payment. Mr. [redacted] stated that someone else would be making a payment on his account. There is no record of any attempted payments being made on Mr. [redacted]’s bill until March 1, 2016 when a $40.00 payment was processed successfully online with an American Express debit card.
On April 1, 2016, there were five attempts to process a payment online for $60.00, $60.00, $80.00, $180.00 and $186.00. Each of the five payment attempts were declined.
Please note that when a payment declines, the cardholder will see a “Pending Authorization” on their card. This authorization will be removed and the funds are released back to the card after approximately two to five days.
On May 24, 2016, Mr. [redacted] enrolled in a three-month payment plan. On June 5, 2016, the first of three $59.99 payments was processed successfully. The remaining two payments are scheduled to process on July 5, 2016 and August 5, 2016. After successful completion, Mr. [redacted]’s account will be brought current.
As of June 10, 2016, Mr. [redacted]’s balance on his account is $959.70.
Based on the call logs associated with Mr. [redacted]’s account, all outbound collection calls were attempted between the hours of 8am and 9pm Eastern Standard Time. Our records also indicate Fingerhut never attempted to contact Mr. [redacted] more than six times in a day while his account was in a delinquent status.
If Mr. Reeder has further questions, he may contact our Billing Department at ###-###-####. 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 allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Enclosure
CONFIDENTIAL COMMUNICATION
Roman" size="3"> June 13, 2016 ...⇄
Revdex.com of Minnesota �...⇄ # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] – [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] states the teeth whitening system he purchased is not working correctly. He states the on/off button is faulty and would like to return the product to Fingerhut.
Our records indicate Mr. [redacted] purchased a Million Dollar Smile TrueWhite 7-LED 3 Step Teeth Whitening System on May 28, 2016.
On June 13, 2016 a prepaid postage label was mailed to Mr. [redacted]. Once we receive the return the item will be examined to determine if credit will be issued for the defect Mr. [redacted] is claiming.
For future reference we would like Mr. [redacted] to be aware of our return policy which states:
“We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.”
As Mr. [redacted] is returning the teeth whitening system to Fingerhut he is still required to make the minimum payments due on his account. At this time the current balance on Mr. [redacted] account is $4,326.42. The estimated minimum payment due by July 18, 2016 is $216.00. The exact amount due will be shown on his billing statement which will be printed on June 22, 2016.
If Mr. [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2015/11/25) */
CONFIDENTIAL COMMUNICATION
November 25, 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.
Our records indicate on October 14, 2014 Mr. [redacted] purchased a Samsung 48" 1080p LED Smart TV. On November 18, 2015 Mr. [redacted] contacted Fingerhut stating the TV was no longer working properly. A letter was sent to Mr. [redacted] advising him he would need to contact the manufacturer as we require returns to be made in accordance with our return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers' warranty. Software and music CD's: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only."
For all concerns with this product Mr. [redacted] will need to contact the manufacturer, Samsung, at [redacted] Monday through Sunday 9AM to 9PM Eastern Standard Time.
The last payment we have received from Mr. [redacted] was on June 15, 2015. Due to severe delinquency his account was charged off on November 16, 2015. The current balance on Mr. [redacted]'s account is $1367.18. The minimum amount due by December 15, 2015 is $479.93. To make payment arrangements we ask he contacts our Payment Department at [redacted] Monday through Friday 7AM to 9PM.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, sent the TV to samsung like they requested samsung had TV for 27 days, when I got the TV back it DID NOT WORK..Called Fingerhut again, as was given the standard answer call samsung..Continued to pay $74.00 a month from October till June 10x74 =$740.00 with the idea of we can get this resolved also spent another $472 to have TV repaired, and its still not working properly..Spent 14 months trying to get this taken care of, have over 500 calls in, Fingerhut sends you to the collections department, then to customer service, and each time its the same call samsung..I have been laughed at hung up on, and been ridiculed for better than a year..Stopped paying on this in June simply because it has been a nightmare dealing with people who speak no english, its an impossibilty getting my point across, this has ruined my credit, because of this. As far as I'm concerned this debt is paid, in fact they owe me because I have to buy another TV, you google complaints against Fingerhut, there are thousands and all say the same thing..Please help me, this is driving me insane..
THANK YOU
Final Business Response /* (4000, 9, 2015/12/07) */
CONFIDENTIAL COMMUNICATION
December 3, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated the Samsung Smart TV Mr. [redacted] is referring to is out of our return policy timeframe.
We apologize for the frustration Mr. [redacted] has experienced while dealing with the manufacturer, Samsung. Unfortunately, we are unable to assist in concerns he has with the product. For any issues with this product, Mr. [redacted] needs to contact Samsung at [redacted].
We have not received any payments on Mr. [redacted]'s account since June 15, 2015. Due to severe delinquency, his account was charged off on November 16, 2015. The current balance on Mr. [redacted]'s account is $1367.18 with a minimum payment of $479.93 due by December 15, 2015.
Although we understand Mr. [redacted]'s frustration regarding this matter, it does not deviate from the fact that he has received merchandise from Fingerhut charged to his WebBank/Fingerhut Advantage Credit Account and remains responsible for the corresponding debt. Per the Terms and Conditions that were agreed upon when the WebBank/Fingerhut Advantage Credit Account, "If you fail to fulfill the terms of the credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
At this time we have provided all information we have available on this matter. Fingerhut considers this matter closed.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
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, 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
Initial Business Response /* (1000, 7, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 16, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear...
Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased a Kathy Ireland Microfiber Sherpa 3-Pc. Comforter Set - King for $62.99 plus $19.99 shipping and handling and an Ultra-Soft 4-Pc. Modern Sheet Set - Cal. King for $49.99 plus $9.99 shipping and handling on January 27, 2016.
At the time of purchase Ms. [redacted] did not enter a promotional code for free shipping or the discount price of the comforter. Ms. [redacted] contacted Fingerhut on February 4, 2016 to redeem a promotional code for this purchase. At that time she was unable to provide the promotional code. As a one time courtesy to Ms. [redacted] $20.00 was credited for the shipping/handling on February 4, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 9, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've received their response and don't agree. They said Kathy comf. was $62.99 plus $19.99 shipping. I order online said was $48.99 free shipping, that's why I ordered. I was charged $112.96 for comf. plus $29.98 shipping. They said sheet set was $49.99 plus $9.99 shipping. I was charged $59.98 for sheet set, $9.99 shipping. During our conversation on 2/4/16 they said the comf. was anywhere between $48.99-$62.99. I told them that the can't set different prices. They said they would get me$10.000credit, when I said I was contacting the Revdex.com, they said they would credit me $20.00. I want my account suspended, not interest, no fees, I just want to pay it off. This company is so discepctive, I want no part of it. I want to pay my fair share and close my account and tell anybody not to do business with this company.
Final Consumer Response /* (3000, 15, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Finger Hut keeps saying I bought comforter for $62.99, plus $19.99 shipping. I bought online said was $52.99 plus free shipping. I called to complain , they said comforter was between $48.99-$62.99. I said they can't change the price. They credit me $10.00, then $20.00 when I said I was contacting Revdex.com. I didn't tell Finger Hut to close my account. I suggested to Revdex.com to suspend my account and no fees, or interest to resolve this account. I am a good customer paid $50.00 on 2/21/2016, $20.00 more then was a min. balance. My spouse just received notice that he is part of a class action suit against this company. I got the Revdex.com involved and paid account and closed account. I want Finger Hut to keep their word. They had comforter $52.99 free shipping. Then when I complained they change the price from anywhere from $48.99 - $62.99. I said you can't do that. That's the only reason they credited me, it was $10.00 than $20.00, not the full $29.98 they owe. I want my account left open, until I say close it. I am a good customer, I have a $800. plus credit. If we can't get to an agreement, then I want the Revdex.com to close my account, with no interest, no fees, etc. Thank You for letting me explain my half.
Final Business Response /* (4000, 17, 2016/03/04) */
CONFIDENTIAL COMMUNICATION
March 4, 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 stated previously, the comforter set Ms. [redacted] purchased on January 27, 2016 was $62.99 plus $19.99 shipping and handling. The sheet set she purchased on that same date was $49.99 plus $9.99 shipping and handling.
Ms. [redacted] claims the price of the comforter online was $52.99 with free shipping/handling. At the time of purchase, Ms. [redacted] did not enter a promotional code for either free shipping or the discount price of the comforter.
As a courtesy to Ms. [redacted] on February 4, 2016 we credited $20.00 for this purchase.
Per Ms. [redacted]'s request, her account was closed on February 23, 2016. At this time her account has a balance of $386.93. The outstanding balance will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. If Ms. [redacted] would like her account re opened, her account will need to be paid in full. At that time she can complete the application process again.
In regards to the class action lawsuit, instructions for members of the Settlement Class are included in the Class Notice and Claim Form. For further questions on this matter, Ms. [redacted] may contact the Claims Administrator at [redacted]. Additionally, she may find information about the settlement www.BluestemTCPASettlement.com.
At this time we have provided Ms. [redacted] with all information in regards to her complaint. Fingerhut considers this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 7, 2015/02/17) */
CONFIDENTIAL COMMUNICATION
February 17, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted]'s order dated December 7, 2014 for a Uniden Guardian Video Surveillance System G755 reflects that Mr. [redacted] requested to cancel it the following day.
Please understand that, in addition to products shipped from Fingerhut fulfillment centers/warehouses, many of our products are shipped directly from the vendors providing them. The surveillance system is one of our vendor/manufacturer supplied items; due to the additional time required to notify them, vendors often receive cancellation requests after shipment has already occurred.
Regrettably, Mr. [redacted]'s item shipped, but we appreciate his cooperation returning it to us shortly afterwards. We received it on January 14, 2015 and Mr. [redacted] received credit for the full merchandise price.
Our standard policy is that the original and return shipping/handling costs for returned items are the responsibility of the customer--except in the case of defects, damages, shipping errors and other select situations. Mr. [redacted]'s is one of those select situations, and he has now received account credits covering all shipping/handling costs as well as all late fees and interest that accrued as a result. These credits will be documented on a future monthly billing statement for Mr. [redacted]'s records.
Additionally, there has been no negative report to the credit agencies with respect to this matter. His account reflects a $0 balance as a result of these adjustments as of the date above.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION
size="3"> April 13, 2016 ...⇄
Revdex.com of Minnesota �...⇄ # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] – [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Mr. [redacted] purchased a HP 4GB Windows 8.1 Desktop Computer with a 1 Year Service Plan on May 30, 2014.
On January 14, 2016 Mr. [redacted] contacted Fingerhut stating the computer was no longer working properly. At this time he was told he would need to contact NEW (National Extended Warranty) for concerns regarding the computer as we require returns to be made in accordance to our return policy, which states:
“We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.”
Due to the length of time that has passed, Mr. [redacted] will need to contact NEW at ###-###-####. This plan began on June 1, 2015. His warranty contract number is FHI3[redacted]2.
Each month we did not receive a payment from Mr. [redacted] resulted in a late fee. When Mr. [redacted] opened his Fingerhut 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 $26.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.”
As a reminder to Mr. [redacted], his account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest rate is calculated based on the account’s current Annual Percentage Rate of 25.15% and the monthly charges will vary in relation to increases or reductions in the account balance from month to month.
According to an account review completed on April 13, 2016, Equifax, Experian and Trans Union are reporting accurately as Current/Pays as Agreed.
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 your 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.
At this time Mr. [redacted]’s balance is $667.08. A minimum payment of $63.99 is due by May 2, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
CONFIDENTIAL COMMUNICATION
face="Times New Roman" size="3"> December 8, 2016 ...⇄
Revdex.com of Minnesota �...⇄ # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]– [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] states he purchased a comforter set from Fingerhut on November 13, 2016. He states he attempted to contact Fingerhut when he received the wrong item. Mr. [redacted] stresses he was charged twice for the item. He would like to have his account credited correctly for this item.
Our records indicate Mr. [redacted] purchased an alcove Flutter 6-Pc. Comforter Set + Free Sheet Set – Twin on November 13, 2016. He contacted Fingerhut on November 28, 2016 stating he received the wrong item. On this same day a prepaid postage label was mailed to Mr. [redacted]. His account was also credited $75.98 for the wrong item being shipped.
A new order for the alcove Flutter 6-Pc. Comforter Set + Free Sheet Set – Twin was placed on November 28, 2016. Our records indicate this order was delivered to Mr. [redacted]’s address on December 6, 2016.
At this time the price of the item remained the same amount of $69.99, but the shipping and handling was $19.99. The price difference of $14.00 was credited on December 8, 2016.
Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of your expectations.
We are confident Mr. [redacted] will find this resolution satisfactory, however if he has any additional questions he 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, 8, 2015/01/26) */
January 26, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted]
Dear Ms. [redacted],
I am writing in response to the...
inquiry that we received from your office on behalf of [redacted] regarding the payments on her WebBank/Fingerhut Advantage Credit Account.
According to the information we have on file and as advised in the call recording dated August 28, 2014, the minimum payment due on Ms. [redacted] account increased to $69.99 because of a purchase on her account on July 8, 2014 for two Rocker Recliners in Chocolate. Per the terms of her account:
Payments. The minimum payment is based on your Account balance as outlined in the payment chart below. The minimum payment is due by the date set forth on the Statement. We will not impose any late charges if you pay as least the minimum payment reflected in your Statement by the payment due date specified, which will always be at least 24 days from the Statement date. If you wish, you may pay more than the minimum payment and at any time you may pay the entire new balance, without penalty.
The payment chart referenced above has not been included with this letter, but may be found in the terms of your account provided to Ms. [redacted] by mail at the time she opened the account or in our catalogs.
As the payment received on August 24, 2014 was for $40.00 and not the minimum payment due, a late fee totaling $26 was added to her account balance. When a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. This payment left a remainder of $29.99 past due. The minimum payment due at the time of her call on August 28, 2014 was $99.98. This amount was comprised of the remaining $29.99 past due and the $69.99 due on September 24, 2014.
During the phone call on September 03, 2014, Ms. [redacted] authorizes a payment for $30, advises that she has scheduled a payment for $99.98 online but never cancels it, and refuses the agent's offer to cancel the existing payment schedule for $40. Ms. [redacted] states that she will cancel the $40.00 payment schedule online. This cancellation was never done. This resulted in three payments being taken out of Ms. [redacted]'s account with her authorization. The first was on September 03, 2014 for $30.00 and was authorized over the phone with our agent. The second was the payment she had authorized on our website on August 29, 2014 for $99.98. This payment was scheduled for and taken on September 21, 2014. The final payment in the month was taken on September 24, 2014 for $40.00. This payment was from the existent schedule for the 24th of each month established on May 8, 2014.
On September 24, 2014, Ms. [redacted] spoke to another agent who offered twice to allow her to not make a payment until December 24, 2014 on the account as an exception. This was offered because of our inability to refund the money for the payments that she was disputing to her bank account. Ms. [redacted] refused both times again stating her demand that the money be refunded to her checking account. At the end of the call, she hung up and advised the agent she would dispute the charges through her bank.
A partial refund $59.98 was refunded to the Debit card based on a charge-back received from the bank on November 21, 2014. This was issued on the payment for $99.98 that was made on September 21, 2014. The amount of the refund was determined by the request from the bank, in this case it was $59.98. This amount would likely have been visible back in Ms. [redacted]'s account within the next 5-7 days, depending on the policies of the card issuer.
A payment was received from a bill payment service, utilized by the customer, on October 8, 2014 for $77.77.
Another payment for $40.00 from the payment schedule that was not cancelled by the Ms. [redacted] was taken on October 24, 2014.
A payment was received on November 24, 2014 for $40.00 from the existent payment schedule; however the payment did not cover the complete minimum payment due on November 24, 2014 for $69.99. This resulted in a late fee of $37.00 being added to the account balance. No further payments were taken from the payment schedule due to the cancellation of the card.
On December 3, 2014, we received $40 payment from a bill pay service utilized by the customer.
On December 4, 2014, we received a $30 payment from a bill pay service utilized by the customer.
Because of the past due amount from the month of November, these payments were insufficient to cover the minimum payment due on December 24, 2014. A late fee in the amount of $37.00 was added to the account balance on December 24, 2014.
We have not received a $60.00 payment as stated in Ms. [redacted]'s complaint. If the customer believes that this payment has been taken from her bank account in error, we apologize for the inconvenience. We request that she fax us a copy of her bank statement with the line item circled or highlight to [redacted] Attn: [redacted] or mail it to [redacted] St. Cloud, MN 56303. We will be able to continue our investigation into her missing payment upon receipt of the information.
The current minimum payment due is $139.97 on January 24, 2015. The remaining balance on the account is $1226.60 as of January 21, 2015.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw
Initial Consumer Rebuttal /* (3000, 10, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above response did not address the issue at all. It was just a bunch of double talk. No one in their right mind would tell a credit card company that they do not want to skip a month or two's payment in lieu of a refund. That was an absolute lie. The customer service agents cannot speak English nor can they understand anything you say to them.
The issue was that Fingerhut made a payment using my credit card information for $99.98 without my authorisation. Period. And then when I canceled my bank card so that they could not do it again, they tried to reinstate the canceled card to make another unauthorised payment.
This place is a total scam, do not get a credit card with Fingerhut.
Final Business Response /* (4000, 12, 2015/02/09) */
CONFIDENTIAL COMMUNICATION
February 9, 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 additional inquiry that we received from your office on behalf of [redacted] regarding the payments on her WebBank/Fingerhut Advantage Credit Account.
We apologize that Ms. [redacted] has indicated she doesn't believe our response to be accurate or honest.
As previously advised, per the call recording we have on file, during the phone call on September 03, 2014, Ms. [redacted] authorizes a payment for $30, advises that she has scheduled a payment for $99.98 online but never cancels it, and refuses the agent's offer to cancel the existing payment schedule for $40.
As previously stated, we have obtained a call recording that indicates on September 24, 2014 Ms. [redacted] spoke to another agent who offered twice to allow her to not make a payment until December 24, 2014 on the account as an exception. Ms. [redacted] refused both times, again stating her demand that the money be refunded to her checking account.
As previously stated, a partial refund $59.98 was refunded to the debit card based on a charge-back received from the bank on November 21, 2014. This was issued on the payment for $99.98 that was made on September 21, 2014. The amount of the refund was the amount request by the bank, not by Fingerhut, for $59.98.
All of the payments that were taken had been authorized online or with a phone representative. We are unable to request that a credit or debit card be reopened to process a payment. If a transaction is processed on a cancelled method of payment, such as an existing payment schedule, the payment would decline and no further payments would be attempted without additional authorization.
At this time, we consider the matter closed.
Sincerely,
[redacted]
Executive Care Team
VF/jw
Initial Business Response /* (1000, 5, 2015/10/16) */
CONFIDENTIAL COMMUNICATION
October 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.
To date, our records show a single order placed on Ms. [redacted]'s account from September 20, 2015. It consisted of an iCoffee Mozart Single-Serve Coffee Brewer, Samsung 3D Blu-ray Player with Wi-Fi, and a Pursonic Pro Ped Callus Remover.
We sincerely apologize for any difficulty Ms. [redacted] experienced with this order as outlined in the inquiry. Our agents are accountable to meet certain professional standards, and we regret if these were not lived up to in Ms. [redacted]'s recent related contacts.
Please allow us to explain that customers deemed as "new"--without an established order or payment history--may not change the address on their account without first completing a series of security questions. This is why Ms. [redacted] was not able to change the shipping address while placing it as a self-service order on the Fingerhut website; she would have been prompted to contact Customer Service upon attempting to change the address herself. Unfortunately, the order was submitted while her old address was still on the account, which is where it shipped.
We are aware Ms. [redacted] has since received the coffee brewer but did not receive the blue-ray player or callus remover. These two items were shipped together under United States Postal Service tracking number [redacted]. The tracking information reflects it was refused and is now being returned to sender/Fingerhut. Ms. [redacted] will receive full credit, including shipping/handling, upon return delivery to Fingerhut, and these adjustments will appear on a future monthly statement for her records. Additionally, we received Ms. [redacted]'s completed affidavit of merchandise not received for these items on October 14, 2015 via an email attachment.
On October 6, 2015, Ms. [redacted] successfully completed the security questions, and her billing and shipping address were updated to [redacted] Riverside, CA 92504.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 6, 2015/10/16) */
CONFIDENTIAL COMMUNICATION
March 24, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] opened a WebBank/Fingerhut Advantage Credit Account on September 11, 2015. On that same date she purchased a Madison Park Beverly 7pc Comforter Set - Cal King, a Delray Diamond Hemstitch 6pc Sheet Set - Cal King, and an alcove Jacobean Vine 20-Pc. Bedroom Set - Queen.
We received the first payment of $30.00 from Ms. [redacted] on October 11, 2015. On November 3, 2015 Ms. [redacted] purchased an Easy Steps II - Extra Wide. Ms. [redacted] made a payment of $30.00 on November 11, 2015. This amount did not satisfy the $34.99, which was the minimum amount due for the month of November. Please note that when the full minimum amount due is not received by the due date, the minimum monthly payment amount due the next month will be higher and continue to be higher until the correct minimum amount due is received.
Ms. [redacted] purchased a McLeland Design Electric Microplush Sherpa Blanket - Twin on November 23, 2015. Because of this purchase, her minimum amount due increased. We received a payment of $30.00 on December 11, 2015. Again, this did not meet the minimum payment due of $51.98. Consequently, Ms. [redacted] was charged a late fee in the amount of $27.00.
When Ms. [redacted] opened her Fingerhut Account she ag[redacted] to the terms and conditions of the credit account. Within these terms and conditions it states, "Late fees will be equal to your minimum payment due with a maximum of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles."
We received a payment of $21.00 on January 9, 2016 and an additional payment of $15.00 on January 11, 2016. This again did not meet the minimum amount due of $62.97. Ms. [redacted] was charged a $37.00 late fee on January 11, 2016. As a courtesy to Ms. [redacted] the $37.00 late fee that was charged on January 11, 2016 was waived.
We did not receive a payment in February or March of 2016. This resulted in two additional late fees on February 11, 2016 and March 11, 2016. Both of these late fees were the amount of $37.00.
Ms. [redacted] states she does not receive her statement via mail or online. Our records show Ms. [redacted] receives electronic statements each month to the e-mail address, GIN[redacted]@yahoo.com. If she would like to receive statements mailed to her each month, she can sign up to receive them on our website. On Fingerhut.com, customers can go to My Account, and under the My Credit Account, they can update preferences to receive and view statements.
We have enclosed a copy of Ms. [redacted]'s itemized statement to ensure a better understanding of her WebBank/Fingerhut Account.
Per Ms. [redacted]'s request on March 24, 2016 her Fingerhut Account has been closed. If Ms. [redacted]'s account was not paid in full when she closed it, her outstanding balances will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. She will not be able to use her Account for any purchased effective immediately.
Ms. [redacted] is responsible for payments on this account. Her current balance is $627.31. A minimum payment of $156.95 is due by April 11, 2016.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2014/12/10) */
CONFIDENTIAL COMMUNICATION
December 10, 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 [redacted] regarding a WebBank/Fingerhut FreshStart Credit Account.
The Fingerhut FreshStart Program is designed to assist potential customers that don't currently qualify for a revolving WebBank/Fingerhut Advantage Credit Account. This program is a closed-end installment loan. The customer makes a purchase that is within their assigned credit limit, pays it off in installment payments and then may qualify for a revolving credit account.
Mr. [redacted] placed an order for a Hamilton Beach 2-Way FlexBrew Coffeemaker on September 29, 2014, via the web. He placed this order on a FreshStart account, which requires a down payment of $30.00.
Our records indicate that Mr. [redacted] contacted us on October 8, 2014 to inform us that he received the coffee maker with a broken cup.
We sincerely apologize for any difficulty Ms. [redacted] has encountered with our company in trying to receiving a replacement part.
We have issued a full refund to Mr. [redacted]'s account and have deleted his trade line account with the credit bureau. Please allow up to 60 days for these updates to reflect on the credit file.
Mr. [redacted]'s $30 down payment applied to his FreshStart order is also being refunded. Our method of refunding these down payments is currently limited to a paper check sent via regular U.S. Mail. He should allow up to two weeks from the date of this letter for it to arrive at his address on file of [redacted] Bakersfield, CA 93306.
Total customer satisfaction is a goal we strive daily to achieve, and we again apologize if we fell short of this mark with Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca
I had bought a pair of shoes, but they didn't fit right. So, I sent them back. They stated that I owed them $6, so I sent them $6. They said I owed them $9.99, but the shoes were sent back. I called them several times about the same issues. They sent a replacement pair of shoes and refused them. The shoes cost $29.99 originally and they sent me a refund check for $16.01
CONFIDENTIAL COMMUNICATION
0in 0pt; text-align: left;" align="left">
May 4, 2016
Revdex.com of Minnesota �...⇄
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account. We have included the account activity, statements from July 2015 through April 2016 and Terms and Conditions.
Ms. [redacted] states she was late for two months in September and October 2015 and made a payment to bring the account current on November 1, 2015. Ms. [redacted] further states that upon reviewing the account in December 2015, realizing the account was past due, she made several attempts to contact Fingerhut from December through January. She was unable to make payments because customer service was unwilling or unable to assist with her making payments because of a credit block. Ms. [redacted] indicates Fingerhut cannot explain why her available credit is zero after making substantial payments to bring down the account balance. Ms. [redacted]’s desired resolution is to have the negative reporting from January and February 2016 removed and have the account closed to prevent further errors or provide her with available credit.
Our records indicate that on March 31, 2014, an application for credit was processed online using Ms. [redacted]’s name, address and social security number. An order was placed on December 17, 2014 online for a Rocawear Men’s 3/4 Length ParkaOlive, Large. The merchandise was shipped to the same address as provided on the application. The latest order, totaling $480.86, was placed on July 1, 2015.
We have received multiple payments on this account from a checking account ending in [redacted] and Visa debit in the name of [redacted]. The latest payment was received on April 15, 2016 totaling $70.00 from Visa debit card ending in 4401 shown in the name of [redacted].
Our research shows that no payments were made towards the account from June 29, 2015 through October 31, 2015. The credit limit was reduced to zero for non-payment on November 2, 2015 as the account had reached four billing cycles with no payment by October 28, 2015.
Please note when the account credit limit is reduced to zero, the account closes to future credit purchases. Customers may order from Fingerhut using Visa, MasterCard, or Discover to pay for the order. Any outstanding balance will continue to accrue interest. The account may be assessed late fees and is subject to the original terms and conditions of the Agreement. Once the account has been paid in full, customers are encouraged to re-apply for credit.
Our records indicate that Ms. [redacted]’s account was brought to a current status with a payment of $200.96 on November 1, 2015. No payments were received towards this account from November 2, 2015 through February 1, 2016. This resulted in a thirty day and a sixty day late status being reported to the credit bureaus.
Our records also indicate, outside of mailed communications to Ms. [redacted], there weren’t any telephone, email or chat communication from October 10, 2015 through April 25, 2016. If Ms. [redacted] can provide more information on when and to whom she spoke with during this time, we will investigate the matter further.
There were no holds placed on Ms. [redacted]’s account which would have prevented her from making a payment on her account.
An account review completed on April 29, 2016 confirms the credit bureaus are accurately reporting the account as Pays as Agreed or Current. As of May 4, 2016, Ms. [redacted]’s WebBank/Fingerhut credit account balance is $993.82 with a minimum payment of $59.99 due by May 27, 2016. Per Ms. [redacted]’s written request, we have closed her account effective May 4, 2016.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states:
“If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.”
Conversely, accounts that are in good standing will be reported as well.
If Ms. [redacted] still has questions regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Time.
Thank you for the opportunity to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
CONFIDENTIAL COMMUNICATION June 8,...
2016 ...⇄
Revdex.com of Minnesota # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337
Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he ordered a necklace and bracelet set from the Fingerhut catalog. He asserts that UPS did not deliver on the expected delivery date, so he filed a complaint but nothing was ever done. Mr. [redacted] had the jewelry set appraised by two jewelers, who advised they are worth $180.00, while our price is $529.95. He claims he returned them both, as instructed, and then received a bill for $46.99. Mr. [redacted] is concerned that his bill is now $70.38, including a late fee on the merchandise that was returned. Additionally, Mr. [redacted] requests to have his account closed and no further calls or correspondence are to be sent to him. The expected delivery date is given to our customers in an attempt to provide an estimated date and to help plan for the arrival of their packages. However, we are unfortunately unable to guarantee an exact date or time the carrier will deliver the package. Our records indicate Mr. [redacted] ordered the 10K Gold 4mm Figaro 20" Necklace & 8-1/4" Bracelet on March 30, 2016 and was charged a total of $579.60. The jewelry set was returned on May 11, 2016, and a credit was issued to his account of $555.16 also on May 11, 2016. As Mr. Worley mentions, and which our return policy states, “the original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error.” Our records show a shipping and handling fee of $16.49 and a return shipping fee of $7.95. Please understand, Mr. [redacted]’s account is a revolving account and as such, late fees and interest charges are applied on the account, when appropriate. When we did not receive a minimum payment on the due date of May 9, 2016 and had not yet received the returned merchandise, a late fee of $27.00 was applied. Our terms and conditions states, “a late fee will be charged to an account if the minimum monthly payment is not received by the due date indicated on the customer’s statement.” When Mr. [redacted] opened his Fingerhut 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 $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any of the 6 prior billing cycles.” Interest charges are applied on Mr. [redacted]’s cycle date of the 13th of each month, as long as there is a balance. We have closed the account, per Mr. [redacted]’s request. We have revoked consent on Mr. [redacted]’s account, which means Fingerhut will no longer contact him by phone. We have added Mr. [redacted]’s account to our “Do Not Solicit” list to prevent future mailings. Please keep in mind, because our catalogs are printed in advance, he should allow 6 to 8 weeks for this request to process. Mr. [redacted] may place Cease and Desist status on his account to stop further collection calls from being made or written communications sent. However, Mr. [redacted] will continue to be sent monthly statements to keep him aware of any payment(s) due. If Mr. [redacted] wishes to request a cease and desist, he may contact us by calling ###-###-#### or by sending us a letter to [redacted] St. Cloud, MN 56303, attention to: Executive Care Team, Jessica. Thank you for allowing us to explain. Sincerely, Vi [redacted]
Executive Care Team VF/jm
Initial Business Response /* (1000, 5, 2014/05/21) */
CONFIDENTIAL COMMUNICATION
May 21, 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 an inquiry received from your office on behalf of Ms. [redacted], regarding her Fingerhut FreshStart Account issued by WebBank.
Ms. [redacted] has a Fingerhut FreshStart Account issued by WebBank it is designed to assist potential customers that don't currently qualify for a revolving WebBank/Fingerhut Credit Account. This program is a closed-end installment loan. The customer makes a purchase that is within their assigned credit limit, pays it off in installment payments and then may qualify for a revolving credit account. A $30.00 down payment is required when the order is placed.
I want to clarify with Ms. [redacted] that there is a required minimum amount due each month. A customer can pay more than the minimum amount due, but it will be applied to the month in which it was received.
Our records indicate that an order was placed on September 25, 2013 for a King Comforter Set + Free Sheet Set and a QN 8p Bed Set w/FREE12pAccess via our website.
Ms. [redacted]'s monthly billing statement dated November 13, 2013, indicated a minimum monthly payment of $27.11 due December 9, 2013. We received the payment from Ms. [redacted] on December 13, 2013 for $27.11, which was after the due date and resulted in a late fee. Our records indicate we are reporting her account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act
After careful consideration we have converted Ms. [redacted]'s to a revolving Fingerhut account and will be available for her use within the next 30-days.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid this account off EARLY! it is fully PAID..how can they report it as negative if I owe them NO MORE money?? I do not want to deal with this company again because I paid this off and if I owed them ANY amount of money,dont you think that I would have paid it to make my credit better? this was the whole reason for me to open this account to begin with.I feel robbed!
Final Business Response /* (4000, 9, 2014/06/06) */
CONFIDENTIAL COMMUNICATION
June 6, 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 further inquiry received from your office on behalf of Ms. [redacted], regarding her Fingerhut Advantage FreshStart Credit Account issued by WebBank.
As stated in our previous letter Ms. [redacted] monthly statement dated November 13, 2013, indicated a minimum monthly payment of $27.11 due December 9, 2013. We received the payment from Ms. [redacted] on December 13, 2013 for $27.11, which was after the due date and resulted in a late fee.
I want to clarify with Ms. [redacted] that there is a required minimum amount due each month. A customer can pay the account in full early but if there was late payment that was previously made it may be reported to the credit bureau.
Our records indicate we are reporting her account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act
If Ms. [redacted] would like to close her account she may contact customer service at [redacted] M - F 8 AM - 8 PM.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca
CONFIDENTIAL COMMUNICATION
New Roman"> September 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 Mr. [redacted], regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] states that he did not receive the power washer he ordered on August 14, 2016. He contacted us via email on August 22, 2016 and we responded back asking if he wanted the item replaced or credited, and he advised he would like the item replaced. His inquiry also states that we ordered the wrong item to be resent to him, an Xbox charger pack. Mr. [redacted] says that when he called us to advise we’d ordered the wrong item, the agent advised she would need to credit the original power washer and recharge his account for the replacement order.
Our findings, after researching Mr. [redacted]’s account, are in alignment with what he states occurred. He contacted us to advise he did not receive the power washer, and an incorrect replacement was sent to him.
We apologize that the incorrect item was sent to Mr. [redacted]. On August 29th, 2016, a no charge order was placed for the Sun Joe 2030 PSI Pressure Washer. Tracking indicates it was delivered on September 1, 2016.
We have issued credit for the second Xbox charger pack, since we sent it to Mr. [redacted] in error. He may keep the merchandise at no cost.
As a courtesy, we are also sending Mr. [redacted] a discount coupon, under separate cover, for $20.00 that he may use on a future order.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION
face="Arial" size="2">
July 12, 2016
...⇄ # [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]– [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
In Mr. [redacted]’ inquiry he states he placed an order for a canopy and due to the item being unreliable he was sent a postage paid return label to return the item for a refund. He also indicates he received a call from Fingerhut and was advised he had a $400.00 credit limit with Fingerhut and available credit that was owed to Mr. [redacted] from the payments he had made toward the canopy of almost $300.00. He states an agent talked to him about other products and that he ordered a smartwatch. He claims the agent indicated he still $24.00 owed to him and the $400.00 in Fingerhut credit. However, Mr. [redacted] states he received a statement from Fingerhut with a balance of $334.82 when he shouldn’t owe any balance. He also claims to have received the incorrect smartwatch. Mr. [redacted] also indicates he has experienced difficulty while attempting to speak with supervisors. He would like his account to reflect a zero balance and to be contacted by phone.
Our records indicate an order was placed on our website on April 18, 2015 for a 10x20 Instant Garage or Canopy which totaled $395.98 including shipping and handling. The canopy was delivered by UPS on April 21, 2015 at 10:47 AM. We received a payment from Mr. [redacted] on May 3, 2015 for $25.00. Mr. [redacted] requested to receive his monthly billing statements electronically to the email address we have on file for him when he applied for his Fingerhut Credit account. On Mr. [redacted]’ May 9, 2015 billing statement, a minimum payment of $29.99 was due by June 5, 2015. On June 4, 2015 we received a payment of $29.99. On his June 9, 2015 statement, the minimum payment of $23.99 was due by July 5, 2015. Due to no payment being received by the due date a late fee of $23.99 was assessed to Mr. [redacted] account.
When Mr. [redacted] opened his Fingerhut 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 $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.”
On June 26, 2015, Mr. [redacted] contacted us by phone and advised us that the metal on the canopy was broken. The canopy had a 1 year limited manufacturer warranty and we advised Mr. [redacted] to contact ShelterLogic for further assistance. On his July 9, 2015 statement the minimum payment of $53.98 was due by August 5, 2015. No payment was received and a late fee of $37.00 was assessed. On his August 9, 2015 billing statement, a minimum payment of $83.97 was due by September 5, 2015.
On August 27, 2015, Mr. [redacted] contacted us by phone to update his billing and shipping address and to verify if the return of the canopy had been received. We have no record of authorizing the return of the canopy after referring Mr. [redacted] to the manufacturer. The agent advised Mr. [redacted] that we would issue credit for the canopy as a courtesy in the amount of $395.98. The agent also issued credit for the remaining balance of $28.36 as a courtesy to bring Mr. [redacted] account to a zero balance. Since the item was charged to Mr. [redacted]’ Fingerhut credit account and since Mr. [redacted] was still responsible to make the minimum payment due on the account until the return was received and credited, the late fees that were assessed to Mr. [redacted] account were valid. We have only received two payments which total $54.99. If Mr. [redacted] has record of any other payments that have been made on his Fingerhut Credit account that are not reflected in this letter he may send us a copy of the front and back of the cashed check or money order to Executive Care Team Attn: Becky [redacted] St. Cloud, MN. 56375 for further review or to expedite he may fax it to ###-###-####.
Mr. [redacted] September 9, 2015 billing statement reflects the credit issued for the return and the credit for $28.36 and reflects a zero balance.
On March 31, 2016, our records indicate Mr. [redacted] placed an order by phone for a Sony SmartWatch 3 Black which totaled $264.98 including shipping and handling. Since we do not participate in outgoing sales calls the information would have been provided by Mr. [redacted] at the time he contacted us to place the order. We have no record of us calling Mr. [redacted] to place an order. The catalog number provided at the time of the order did not offer deferred payments.
Mr. [redacted] contacted us by phone on April 8, 2016 and stated he wanted to return the watch. The agent advised Mr. [redacted] to return the watch using the postage paid return label that came along with the item.
When Mr. [redacted] April 9, 2016 billing statement cycled, it reflected a minimum payment of $20.99 due by May 5, 2016. No payment was received and a late fee of $20.99 was assessed to Mr. [redacted] account. On his May 9, 2016 billing statement, the minimum payment of $41.98 was due by June 5, 2016. No payment was received and a late fee of $37.00 was assessed. While Mr. [redacted] opted to receive electronic statements from us, paper statements will be sent to the address we have on file if the account becomes past due. Once the account is brought current, electronic statements will resume. On his June 9, 2016 billing statement, the minimum payment of $65.97 was due by July 5, 2016.
Mr. [redacted] contacted our Customer Service Department on June 24, 2016 and spoke with an agent. He advised the agent that he felt he didn’t owe anything on his account. He advised the agent he should have had deferred payments on the order, requested a postage paid label to return the watch and an itemized statement. Mr. [redacted] also requested to speak to a supervisor. When the agent was attempting to transfer Mr. [redacted] to a supervisor, Mr. [redacted] hung up. We sincerely apologize for any inconvenience Mr. [redacted] may have experienced. The agent sent the postage paid label as a courtesy and requested the itemized statement to be sent to the address we have on file for Mr. [redacted] the same day.
Our return policy is listed in our catalogs and on our website and is as follows:
We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return.
To date we have not received the return of the watch. Since the item is outside of our normal return policy time frame we will allow the return of the watch through July 24, 2016. This time frame allows Mr. [redacted] a full 30 days to return the item from the date the agent sent out the postage paid return label. If the watch is not received by July 24, 2016, no credit will be issued.
If Mr. [redacted] has further questions regarding his account he may contact a member of our Executive Care Team at ###-###-#### for further assistance. He may also contact our Customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION
Roman" size="3"> May 20, 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 Freshstart Account.
Ms. [redacted]’s inquiry notes that Fingerhut did not tell her that her credit was just for a one time purchase and that she would not have existing available credit after this. She requests that we correct her billing statement by showing that she paid us in April with a debit card ending in-[redacted].
The Fingerhut FreshStart Account issued by WebBank is designed to assist potential customers that don’t currently qualify for a revolving WebBank/Fingerhut Credit Account. This program is a closed-end installment loan in which a $30.00 down payment is required when the order is placed. The customer makes a purchase that is within their assigned credit limit, and must pay it off in installment payments. Upon satisfying all payments, the customer will graduate and therefore qualify for a Fingerhut revolving credit account. If payments are missed or do not satisfy the amount owed, the customer will not graduate the Fresh start program and will need to reapply.
Ms. [redacted]’s account indicates an order was placed on our website March 5, 2016 for a Jensen Stereo Dual Alarm Clock Radio with CD Player and a One Year Service plan. Records indicate Ms. [redacted] made her required $30.00 down payment on March 28, 2016.
We have no record of receiving a payment on Ms. [redacted]’s account in April, however a payment was not due in April. Records indicate we did receive a payment of $9.96 on May 5, 2016.
As long as Ms. [redacted] continues to make her payments each month on or before her due date, she will be able to qualify for a revolving Fingerhut account, in which she will be given a new credit limit. Once her account has been paid in full, Ms. [redacted]’s account will be systematically reviewed within 14 days and she will receive a Welcome Packet including her new Fingerhut Credit Account information within 30 days
Ms. [redacted]’s May 17, 2016 billing statement indicates a minimum due of $9.96 due June 13, 2016.
When Ms. [redacted] applied on our website for her WebBank/Fingerhut FreshStart Installment Loan she was given a summary of terms which included the following:
This section relates to the WebBank/Fingerhut FreshStart Installment Loan only. If you are not eligible for the WebBank/Fingerhut Advantage Revolving Credit Account, your initial purchase of at least $50 may be financed by a WebBank/Fingerhut FreshStart Installment Loan between you and WebBank.
This is not your complete WebBank/Fingerhut FreshStart Installment Loan Agreement. It is only a summary of certain important disclosures. Your WebBank/Fingerhut FreshStart Installment Agreement will be sent to you. Please read it carefully and keep it for your records. WebBank may sell, assign or transfer your WebBank/Fingerhut FreshStart Installment Loan Agreement or any portion thereof.
When you obtain a WebBank/Fingerhut FreshStart Installment Loan, you request that we consider you for a WebBank/Fingerhut Advantage Revolving Credit Account issued by WebBank that you can use for future purposes, and that we send you a card with your account number if you are approved. If you pay off your initial purchase within 6 or 8 payments or earlier with no instance of late payments, we will issue a WebBank/Fingerhut Advantage Revolving Credit Account to you.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm