Bluestem Brands, Inc.

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

Initial Business Response /* (1000, 6, 2014/08/18) */
CONFIDENTIAL COMMUNICATION
August 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 [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We sincerely apologize for any difficulty Mr. [redacted] encountered with his order dated August 2, 2014 for an alcove Corner Computer Desk.
We always regret a customer receiving their order in an unsatisfactory condition, all the more so when that order is the first they have placed with us.
Our records indicate that a replacement part was sent to Mr. [redacted] on August 12, 2014 and was delivered on August 15, 2014. As a courtesy, a 10% discount was applied to Mr. [redacted]'s account on August 6, 2014.
I have mailed under separate cover a $20.00 Discount Coupon for Mr. [redacted] to use towards a future order. I hope that he will accept this coupon with my sincerest apologies.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca

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, 7, 2014/05/13) */
CONFIDENTIAL COMMUNICATION
May 7, 2014
Revdex.com of Minnesota
Attn: [redacted]
220 South River Ridge Circle
Burnsville, MN 55337
# [redacted]
Re: Mr. [redacted]
Case# [redacted]
Dear Ms. [redacted],
I...

am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Account.
We have reviewed Mr. [redacted]'s account. On February 5, 2014 Mr. [redacted] set up a recurring payment schedule on our website for his account to have the minimum payment taken out of his checking account ending in 2803 beginning February 15, 2014 with an end date of January 15, 2016. On February 15, 2014 a payment of $19.99 was made to his account. On February 28, 2014 that payment was returned to us by his bank as a payment reversal. Because this payment was reversed Mr. [redacted]'s account was reflecting as past due for his minimum payment that was due on February 15, 2014. On March 31, 2014 Mr. [redacted] made a payment to his account in the amount of $43.00 to bring the account current and that payment was returned to us by his bank on April 8, 2014 and once again his account was showing as past due for the minimum payment that was due on March 15, 2014.
We received a payment of $42.98 on April 15, 2014 and a payment of $22.99 on April 24, 2014. Mr [redacted]'s account is current at this time.
As stated in the Terms and Conditions of Ms. [redacted]'s account under the "Reporting and Monitoring" section 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. "
After careful review of Mr. [redacted]'s account, our records indicate we are reporting his 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.
In Mr. [redacted]'s complaint he indicates that his bank account had incurred fraudulent activity. Upon review of Mr. [redacted]'s account we see he is currently enrolled in the SafeLine Account Protection Plan which offers a Life Event option in the event that he has incurred misappropriation of personal identity information due to fraud or identity theft. To activate a claim for this he would need to provide a police report and documentation indicating that he had experienced at least one hundred and fifty dollars ($150) in out of pocket expenses resulting from fraudulent activity in which he was a victim. If Mr. [redacted] would like to discuss activating a claim due to a Life Event we ask that he contact SafeLine at [redacted].
We apologize for any inconvenience this matter may have caused Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
vf/rsh

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

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

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, 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
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, 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) */

Initial Business Response /* (1000, 5, 2015/06/04) */
CONFIDENTIAL COMMUNICATION
June 4, 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.
Ms. [redacted]'s account activity history confirms that two separate payments, $100 each, were made on May 24 and 25, 2015. The payment from the 25th was made from her checking account ending '[redacted]', which she states was "unauthorized" as she had previously told us that she "no longer uses it." After reviewing our records, we have not found any indication of Ms. [redacted] informing us that the account is no longer an authorized payment method.
On May 14, 2015 our Billing/Recovery Department telephoned Ms. [redacted] about the past due status of her account and to make a payment arrangement. Ms. [redacted] did not dispute that it was behind, and stated that the earliest she could make a payment was May 25th. The agent began to schedule a one-time automatic payment for May 25th and stated, "Will you be using checking account ending '[redacted]'?" and Ms. [redacted] stated, "Yes. It will probably be the last payment I make from that account, though." After reading the required disclosures and getting Ms. [redacted]'s final permission to set it up, the agent completed the scheduled payment and the call was ended.
An exhaustive search of our records did not result in any evidence of Ms. [redacted] contacting us to cancel the scheduled payment after that call and prior to May 25, 2015 when the payment was applied.
As stated above, she made a $100 payment via the Fingerhut website on May 24, 2015 with a new payment method--debit card ending '[redacted]'.
Ms. [redacted] telephoned on May 26, 2015 upon being made aware of the double payment, and the agent correctly advised that her best recourse was contacting her bank/debit card provider to do an "unauthorized payment reversal." Otherwise, she may take no action and the payment remains valid and subtracted from the total balance, as normal.
While we sympathize with Ms. [redacted]'s situation, we cannot claim sufficient burden of responsibility over this matter for the above reasons, and are unable to compensate for any added costs that she may have incurred.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I set the payment up for the 25th it was based on the understanding that I could pay with a different card before the 25th and the payment from my old account would not be processed, as the payment was made on the 24th with my new account. I had no intention of paying twice with 2 different accounts. I then called to speak about it & the Rep ([redacted] Rep# [redacted] on 5/26@ 3:50pm) said she did in fact see in my file that I would no longer be using the old bank account & that it would be refunded. But this not the only issue in the last 2 months I have had with the company & have come to learn they just tell you lies & what you want to hear over the phone but do not follow through with what they say.
Final Business Response /* (4000, 9, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 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 further inquiry we received from your office on behalf of Ms. [redacted].
A review of the phone call with agent '[redacted]' on May 26, 2015 confirms that Ms. [redacted] was advised to fax us a copy of her bank statement for bank account ending '[redacted]'. The agent stated that if it showed that the disputed May 25th payment caused an overdraft fee, we would cover that cost.
Given this information, and as a gesture of goodwill for Ms. [redacted]'s recent difficulties with us, we will honor the proposal this agent made to cover the overdraft fee. To expedite, she should fax a copy of the bank statement showing the fee to [redacted], Attn: [redacted].
The agent did not state that the actual payment could be reversed back to her account, and we remain unequipped to do so; Ms. [redacted] should continue to work with her bank to this end.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

I would not recommend ordering any electronic phones from Fingerhut. I have had to have a Samsung galaxy note 2 replaced twice within 2 1/2 months, for being defective. We have tried to resolve this issues, several times, with no solution resolved.

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

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

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, 8, 2016/03/08) */
CONFIDENTIAL COMMUNICATION
March 8, 2016
# [redacted]
Revdex.com of...

Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on our website on December 3, 2015 for the Amouria Diamond 10K White Gold Diamond Fashion Pendant. Shortly after placing the order, Mr. [redacted] contacted our Customer Service Department and requested to cancel the item as Mr. [redacted] wanted the item to be shipped to his work address instead of his home address. The agent cancelled the order and Mr. [redacted] replaced the order with the shipping address updated to his work address.
Our Credit Risk Department was unable to verify Mr. [redacted]'s work address and due to the significantly large dollar amount of the order, the Credit Risk Department requested the order to be cancelled and a letter was mailed to the original address we have on file for Mr. [redacted] advising him of the cancellation attempt and requesting him to contact our Credit Risk Department to verify the order. While the order status updated to a cancelled status, we were notified from our vendor that the order was already shipped and could not be cancelled. Per the UPS tracking number, [redacted], provided to us by our vendor the pendant was delivered to Mr. [redacted]'s work address on December 8, 2015. A manual billing was created for the pendant based on the tracking information we received from our vendor.
We have not received the return of the pendant. We have also verified with our vendor that they have not received the return of this item. In order for us to continue our investigation we are requesting the UPS tracking number and date the package was returned or a copy of the return receipt. Mr. [redacted] can send a copy of the receipt to Fingerhut Attn: Becky [redacted] Saint Cloud, MN 56303 or via fax: [redacted] Attn; Becky. Once received we will further investigate Mr. [redacted]'s concerns.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 10, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The package was handed back to the UPS drive for return sending. It is not my fault, problem, or responsibility to correct your vendor's lack of competence or to track a package I should not have received. I will be contacting a lawyer immediately if this is not rectified and will notify the proper credit agencies of the fraudulent charges made on a credit account in my name without proper authorization.The Revdex.com should not except this answer from this customer either as these are unfair business practices that improperly lay a significant burden on a potential customer because a lack of proper handling between the company and its vendor. This is not my fault and my credit WILL NOT be adversely impacted by this without legal consequences.
Final Business Response /* (4000, 12, 2016/03/15) */
CONFIDENTIAL COMMUNICATION
March 15, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that Mr. [redacted] placed the original order on our website and requested the item to be shipped to his home address. Mr. [redacted] contacted us by phone and cancelled the original order and, per his request, another order was placed and shipped to his work address. At no point did Mr. [redacted] request the order that was shipped to his work address to be cancelled.
As stated previously, per the UPS tracking number [redacted], provided to us by our vendor the pendant was delivered to Mr. [redacted]'s work address on December 8, 2015. The package was signed for by [redacted] at 1:16 PM. Mr. [redacted] verified that he did receive the package and that he returned the package through UPS. When Mr. [redacted] returned the package, he should have received a receipt and/or a tracking number for the package. We cannot issue credit for an item that we have not received.
We strongly suggest that Mr. [redacted] contact UPS for further assistance regarding the tracking or whereabouts of this order.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Final Consumer Response /* (3000, 14, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not my job to reach out to anyone about something I did not order. Your company is lazy. This is between you, your vendor, and UPS and is not my problem. I have contacted legal representation and the appropriate credit bureaus. This is totally unethical. How dare you charge someone for something they did not order? If you check your records, the order was cancelled because you told me you could not ship it to my job so I didn't want it and made an alternative purchase for my wife's gift. I WILL NOT PAY FOR THIS BECAUSE I DON'T HAVE IT. Also keep in mind, I am suing you for damages, as well as time spent, and impact on my credit report for this lie even being reported to the bureaus. Your company is unethical.

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

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, 9, 2015/04/08) */

CONFIDENTIAL COMMUNICATION
April 8, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms....

[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any inconvenience caused when he had returned his order placed on January 23, 2014. I have thoroughly reviewed Mr. [redacted] account and offer the following information.
Stated in the Fingerhut Choice Plus Terms and Conditions, "You have the right to cancel your Fingerhut Choice Plus Membership at any time. If you cancel your Membership, you will be entitled to a full refund of your membership fee only if you cancel during the first thirty days of your initial or renewal Membership term. If you cancel your membership after the first thirty days of Membership, you will be refunded your Membership fee on a pro rate basis based on the number of months remaining in your Membership. Cancellation requests must be communicated to Fingerhut at the Fingerhut Choice Plus Customer Service address or telephone number listed in Section 12."
Mr. [redacted] joined Fingerhut Choice Plus on January 23, 2014; Fingerhut Choice Plus was then ended on January 24, 2015.
Mr. [redacted] states he was told that when he returned his order, the Fingerhut Choice Plus, would be cancelled. We apologize if Mr. [redacted] was provided this incorrect information.Mr. [redacted] order was credited back for the merchandise but unfortunately, not for the Fingerhut Choice Plus, which left a balance on Mr. [redacted]'s account.
Statements were sent out to Mr. [redacted] every month, informing him of the balance on his Fingerhut account.
Since no payments were received the account went into delinquent status; the account was then sold to [redacted].
As an exception we have requested Mr. [redacted]'s' account be purchased back from [redacted]. Once we are in possession of the account, Mr. [redacted]'s credit reporting will be updated. This process can take up to 60 days.
If Mr. [redacted] has further questions regarding what [redacted] is, he may contact [redacted] at [redacted].
We apologize for any inconvenience this matter has caused.
Sincerely,
[redacted]
Executive Care Team
VF/CC

Initial Business Response /* (1000, 5, 2014/07/02) */
CONFIDENTIAL COMMUNICATION
July 2, 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 Advantage Credit Account.
I have reviewed calls from June 27, 2014 and was unable to substantiate Ms. [redacted]'s claim that she was yelled at, hung up on and called a derogatory name.
Ms. [redacted]'s monthly billing statement dated May 26, 2014, indicated a minimum monthly payment of $16.99 due June 22, 2014. Ms. [redacted] is correct that she did make a $50.00 payment on June 26, 2014 this payment did post to her account on June 26, 2014 resulting in a late fee.
I would also like to explain that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department will phone our customers with payment reminders when a payment is not received by the due date.
Our records indicate that as a courtesy, a credit was issued to Ms. [redacted]'s account for the late fee on June 27, 2014.
After careful review of Ms. [redacted]'s account, our records indicate that no negative information was reported to the credit bureau regarding Ms. [redacted]'s account in relation to this matter
Ms. [redacted]'s monthly billing statement dated June 26, 2014, indicates a minimum monthly payment of $33.98 due July 22, 2014.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca