Bluestem Brands, Inc.

I am rejecting this response because:
I would like to know if FingerHut would drop all of the late charges and have the balance where it was before I was unable to continue the payments. I will start my low payment of what is was beginning in July and receive my available! Credit back onto my account.Thanks
[redacted] L. [redacted]
I

July 20, 2016   Revdex.com  Attn: [redacted] 220 S River Ridge Circle Burnsville, MN ...

55337       Re:  [redacted] ID # [redacted]   Dear Ms. [redacted],   We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband free gift.    In Mrs. [redacted]’s complaint, she states that she did not receive the free Grandmother Clock with her order.   Our records support that Mrs. [redacted] ordered two Summer Fun Dresses.  The mailing piece offered two free gifts that consisted of a free Grandmother Clock and the gift of the month, a free Blissful Feet Pod. The Grandmother Clock was no longer available and was replaced with a free Swivel Desk Caddy.   Most of our mailers do include special incentives such as discount coupons, free shipping and free gifts. The free gifts are sent to our customer in appreciation for their order and are limited to that particular mailing. However as the free gifts are in limited supply, the customer is advised in the event of higher than anticipated demand the Haband Company reserves the right to substitute another free gift.   I contacted Mrs. [redacted] on July 20, 2016 and offered to send her a free Carriage Clock which is the most comparable free gift to the Grandmother Clock that we are currently offering.  She accepted and the Carriage Clock was sent on the same day via FedEx tracking # [redacted]   If I may be of further assistance please contact me at ###-###-####, Monday - Friday 8 am – 3 pm EST. Thank you for allowing us to explain.   Sincerely,   Lea [redacted] Haband Customer Service Bluestem Brands, Inc.

Initial Business Response /* (1000, 9, 2015/04/21) */

CONFIDENTIAL COMMUNICATION
April 20, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted], [redacted]
Dear Ms....

[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Ms. [redacted] for any inconvenience caused in returning her Zeki 7" 8GB Android Tablet with Google Play.
Ms. [redacted]'s account indicates she placed an order for a Zeki 7" 8GB Android Tablet with Google Play on October 2, 2014. We received this item as a return on March 13, 2015. We were unable to refund the tablet due to the length of time that had passed since the purchase date, and as such, the tablet was sent back to Ms. [redacted].
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. Music, movies, video games and software must be returned unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
Ms. [redacted] states in her complaint she had purchased a one year replacement for her Zeki 7" 8GB Android Tablet with Google Play.
Records indicate that Ms. [redacted] did not purchase an extended warranty for the merchandise, however, the Zeki 7" 8GB Android Tablet with Google Play comes with a one year manufacturer warranty that covers limited parts and labor. For information on this warranty, Ms. [redacted] can contact Zeki directly at; [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (3000, 11, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
YES I DID BUY A REPLACEMENT PLAN. I SENT BACK MY RECEIPT, MY BAD..... I WANT A COPY OF EVERYTHING I'VE ORDERED!!!!!! FINGERHUT IS A RIPOF!
Final Business Response /* (4000, 13, 2015/04/27) */

CONFIDENTIAL COMMUNICATION
April 24, 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 [redacted].
We have carefully reviewed Ms. [redacted]'s account for a second time and offer the following information.
On October 2, 2014 Ms. [redacted] placed an order for Zeki 7" 8GB Android Tablet with Google Play.
October 3, 2014 Ms. [redacted] placed an order for Report Women's Evalie Bootie, Scosche touchPEN Stylus/Pen and nabi 2 Tablet Case.
Ms. [redacted] placed an additional order on October 3, 2014 for The Color Institute Red Crocodile Train Case 81pc and 10 Piece Designer Inspired Roll-On Perfume Oil Set.
There is no record of a warranty being purchased for the Zeki 7" 8GB Android Tablet with Google Play.
As requested we have included an itemized statement for Ms. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC

Initial Business Response /* (1000, 10, 2014/05/20) */
CONFIDENTIAL COMMUNICATION
May 20, 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 account.
Our records indicate that an order was placed on December 6, 2012 via our website for the Jack LaLanne Power Juicer.
Our records indicate that Ms. [redacted] contacted us on September 1, 2013 and September 3, 2013 requesting to return the Juicer but was denied due to the length of time since the purchase.
Our return policy states: "We will issue an exchange or refund for most items returned in new condition within the 30 days of receipt. No returns will be accepted after the 30 day home trial period without prior authorization from Fingerhut. Returns accepted after the 30 day home trial period may result in prorated cash or credit adjustments based on the age and condition of the product. Returns will not be accepted for credit after 180 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customer."
Ms. [redacted] contacted us a third time on February 11, 2014 requesting to return the Juicer and an exception was made for her at that time.
Our records indicate that we received the Jack LaLanne Power Juicer on February 27, 2014 and a credit was issued on May 2, 2014.
Our records indicate the last payment received from Ms. [redacted] was on September 25, 2013 for $13.99. Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Credit Account was charged off on April 29, 2014.
We have issued credits for interest charges and late fees for the months of February through April. Additionally, we have requested that the charge off be cleared from Ms. [redacted]'s credit bureau report. Please allow up to 60-days to process.
As of May 20, 2014, Ms. [redacted]'s account has a zero balance.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca

Initial Business Response /* (1000, 6, 2014/11/28) */
CONFIDENTIAL COMMUNICATION
November 28, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I...

am writing in response to the inquiry that we received from your office on behalf of Mr. [redacted] regarding a pre-payment he sent while his application for a WebBank/Fingerhut Credit Account was pending a decision.
As stated in the inquiry and supported by our records, Mr. [redacted]'s application was not approved. They further indicate that we received a $90 cashier's check enclosed with his mail order form, which we received shortly after the decision had been made on his credit application. We do not show it was ever cashed.
Our records show Mr. [redacted] first contacted us on October 17, 2014 to request the cashier's check be returned to him. We sent it via regular U.S. Mail on October 20, 2014 to his address on file of [redacted]., Chicago, IL 60634. We could find no evidence that it was ever returned to us as an undeliverable address or for any other reason.
If Mr. [redacted] maintains he still has not received it, we suggest he contact the issuer of the cashier's check ("[redacted] is referenced in the inquiry) to recover the funds.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 8, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no check was returned to me I only received a letter of denial of credit from Fingerhut and the check was not cashed from the bank

CONFIDENTIAL COMMUNICATION...


 
July 1, 2016
 
Revdex.com of Minnesota                                   �...⇄ # [redacted]
Attn:  [redacted]
220 S. River Ridge Cir.
Burnsville, MN  55337
 
Re:  Case # [redacted] – [redacted], [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] describes difficulties he experienced while calling us to close an account he never used. He states that more than once he was hung up on and the only thing they could do was transfer him to voicemail to leave a message. This was not resolved to Mr. [redacted]’ satisfaction.
 
Mr. [redacted]’ report of unacceptable service as recounted in the inquiry is regrettable, and we are pursuing this matter. At Fingerhut, we strive for exceptional customer service in all interactions with our customers. We sincerely apologize if we fell short of this standard with Mr. [redacted].
 
Our records confirm that in one of the calls Mr. [redacted] made to customer service on June 20, 2016, he was advised to leave a message and transferred to the Credit Risk Department voicemail box as a representative from that department was not immediately available.
 
Upon further investigation based on Mr. [redacted]’ voicemail, which was reviewed and handled, and on June 22, 2016 by the Credit Risk Department the account has been closed. On the same date, they sent requests to delete the account trade-line from every credit bureau to which it was reported. Mr. [redacted] should allow 30 to 60 days from this response for the update to process and reflect on his credit files.
 
We appreciate Mr. [redacted]’ patience and understanding while we worked toward this resolution. Thank you for allowing us to explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/ah

Initial Business Response /* (1000, 5, 2014/08/18) */
CONFIDENTIAL COMMUNICATION
August 18, 2014
Revdex.com of Minnesota Customer #: XXXXXXXXXX
[redacted]
Mediation Coordinator
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]...

[redacted]
Case #: XXXXXXXX
Dear [redacted]
We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his spouse [redacted]'s Web Bank/Fingerhut Credit Account.
Mr. [redacted] states, "In the past month I have received approximately 120 phone calls a day. I have asked several people not to call or remove me from their list. No response. ... If it continues, I will seek attorney fees."
In researching Ms. [redacted]'s account ending in 8950, her account was past due. That is why collection calls have been received. [redacted] and [redacted] have received no more than six calls per day between 8:00am to 9:00pm Mountain Standard Time.
However, it appears a recent payment was made over the website on August 17, 2014 in the amount of $53.97 bringing the account current.
Based on the fact Ms. [redacted]'s account is now current, collection activity has been discontinued. However, collection activity may resume if the minimum monthly payments are not received by the due date.
Thank you for allowing us to explain.
Sincerely,
[redacted]
[redacted]
VF/sjj

CONFIDENTIAL COMMUNICATION
March 17, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Cir.
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry we received from your office on behalf of Mr. [redacted], regarding his WebBank/Fingerhut Advantage Credit Account balance. We would like to provide Mr. [redacted] with a clearer understanding of his balance, which originated with his January 13, 2015 order for a Roku Streaming Player and Vanco 6-Foot HDMI Cable.
The first payment was not received by the due date of February 15, 2015, resulting in a $14.99 late fee added to the balance. He paid the balance on February 23, 2015which brought the account current and continued to pay on time through April 2015. Another $14.99 late fee was added when no payment was received by his May 15, 2015 due date. On June 5, 2015, the account was paid current, but the next payment was received on July 16, 2015 which, while just a day late, still accrued another $14.99 late fee (we do not have a grace period). The next payment arrived a few days late on August 18, 2015 and a $14.99 late fee resulted.
The next payment was made September 22, 2015 and accrued a $14.99 late fee. On October 2015, Mr. [redacted]'s bill went unpaid and a $29.98 late fee was added to his account. As a reminder, if the required minimum amount due is not received, or is less than the amount required, the minimum amount due the next month will be higher and continue to be higher until the correct minimum due is received. Mr. [redacted] now was required to make a minimum payment of $29.97 by his November due date to cover October's past due amount and the new amount due for November. We received a $15.00 payment on November 16, 2015 and a $29.97 late fee was charged.
On December 4, 2015, Mr. [redacted] brought his account current and has continued to make on-time payments ever since. Our records show that Mr. [redacted]'s statements were being sent regular mail to his address of [redacted] [redacted] Wausau, WI 54401. They further show that, on December 18, 2015 via his web account, he opted to receive his statements electronically to his email address on the inquiry.
While we sympathize with Mr. [redacted], he remains responsible for payment towards his account, the balance for which is accurate per the reasons outlined above. However, we have decided to credit the most recent late fee as a goodwill gesture. This will reflect on his upcoming statement and, allowing for this adjustment, we maintain his current balance of $105.23 is fully accurate. No further adjustments will be made.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah

I've been with fingerhut for a while. I haven't had any problems with their services. I pay my bill before time and pay more than minimum. I've even returned items that were defective and the gave me a replacement without a problem. I'm retired and don't always have money to purchase items outright so fingerhut works out for me.

CONFIDENTIAL COMMUNICATION
 
August 24, 2016
 
 
Revdex.com of Minnesota                                   �...⇄
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN  55337
 
 
Re: [redacted]
Case #: [redacted]
 
Dear Ms. [redacted],
 
We are writing in response to an additional inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut credit account. 
 
Ms. [redacted] is again stating that she has never had an account with Fingerhut and she has not been provided with documentation to substantiate that she opened an account. Ms. [redacted] further states she has received a letter from Jefferson Capital stating they have no account information for her. Ms. [redacted] did not provide a resolution request.
 
Our records indicate, Fingerhut included a copy of the account activity, credit application, Terms and Conditions, last three statements and a copy of the down payment transaction report with the initial Revdex.com response.
 
As stated in our previous response, according to our records, on February 1, 2015, an application was processed online using Ms. [redacted]’s name, address and social security number. Since the application was completed online, a written signature was not required. On March 17, 2015 an order was placed online for a Ginsu 14-Pc. Cutlery Set with Block, and an Alcove 12-Pc. Nonstick Aluminum Cookware Set. The merchandise was shipped March 20, 2015 via UPS to the same address as provided on the application.
 
We received the required $30.00 down payment on March 17, 2015 from a Visa debit card ending in 2395 shown in the name of [redacted]. Our records indicate there were no further payments received towards the account. The unpaid balance of $278.23 charged off on November 6, 2015 and the account was sold to Jefferson Capital on December 2, 2015.
 
According to our records Fingerhut has responded to Ms. [redacted]’s disputes through the credit bureaus on June 15, 22, 2016, July 1, 6, 26, 2016, and August 2, 2016.
 
Also according to our records Fingerhut has responded to a direct dispute received from Ms. [redacted] on July 1, 2016. Included in the debt validation letter advising Ms. [redacted] to contact Jefferson Capital, along with their telephone number, was a statement of account activity mailed to [redacted] Garner, NC 27529.
 
An account review completed on August 11, 2016 confirms that Equifax, Experian and Trans Union are reporting the account accurately as Transfer/Sold and/or Purchased by Another Lender with a zero balance.
 
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] has questions about what Jefferson Capital may be reporting, she may contact them directly at ###-###-####.
 
According to the letter provided by Ms. [redacted] from Jefferson Capital it states, “Based on your stated dispute we have ceased collection of this account.” The letter shows an amount of debt of $278.23, the last four digits of the Fingerhut account number and a Jefferson Capital reference number of [redacted]0. The letter further states, “Our records indicate we are not reporting this account to the credit reporting agencies.”
 
As further stated in our previous response, as Ms. [redacted] denies authorizing the credit application matching her personally identifiable information, we referred this matter to our Fraud Department for further review.
 
Our review did not find sufficient evidence of fraudulent activity, so we request further information from Ms. [redacted] to continue an investigation of fraud. We ask that she complete and return the unordered merchandise affidavit we have mailed directly to [redacted] Garner, North Carolina 27529 on August 12, 2016. We also ask that Ms. [redacted] file a police report and send both copies to the following address:
 
Fingerhut
Attn: Fraud Department
[redacted]
St. Cloud, MN 56303
 
Ms. [redacted] may also fax the affidavit and police report to ###-###-#### Attn: Fraud. Please include the customer or account number on the fax so we can locate the account.
 
Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation.
 
If Ms. [redacted] has further questions or concerns during the process, she may contact the Fraud Department at ###-###-####. Their hours are Monday – Friday 8:00am – 6:00pm Central Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
 
Kari [redacted]
Executive Care Team
KD/sa

CONFIDENTIAL COMMUNICATION
 
face="Arial">June 20, 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/Gettington Credit Account.
 
In Ms. [redacted]’s complaint, she states that the microwave she received from us stopped working, and she contacted us regarding the one year service plan. She was told the one year warranty would not be covered until June 21, 2016, and that someone would be getting in touch with her in seven to ten days. When asked if she could return the microwave to us for credit, Ms. [redacted] was advised it was outside of our return timeframe. She has requested a refund for the microwave, including tax and shipping, or a brand new microwave made by a different manufacturer.
 
We are sorry to hear that the microwave has become defective and that Ms. [redacted] was dissatisfied with the customer service she has received. We, at Gettington, strive for exceptional customer service in all interactions with our customers and sincerely apologize if this was not provided to her.
 
We contacted Ms. [redacted] by phone on June 20, 2016 and spoke with her regarding this issue. Since the item is outside our 90 day return policy and the service plan is not yet in effect, Ms. [redacted] has confirmed that she would like a refund for the defective microwave.  As such, we have sent a pre-paid return label to Ms. [redacted] so she may return the defective microwave to us at no charge to her. Upon receipt and inspection of the return, which typically takes 10 to 15 days from the date it is mailed back to us, a refund will be issued to Ms. [redacted].
 
Thank you for allowing us to explain. Ms. [redacted] may call our Executive Care Team at ###-###-#### if she has any further questions.
 
Sincerely,
 
 
 
 
Vi [redacted]
Executive Care Team
 
VF/jm

I have been trying to get a hold of someone at Bluestem to help resolve a problem that I am having with Gettington. Their website offers no phone number and when you get the number there is no way to speak to a live person. I will no longer do business with any of the companies that they own ie, Fingerhut, Gettington etc.

Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 11, 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.
We sincerely apologize Mr. [redacted] had a negative experience with one of our representatives. It is vital that our agents avoid any instance in which a customer could be made to feel they are not being listened to or mistreated.
In an effort to prevent unauthorized account activity, the Credit Risk Department takes certain measures, on an ongoing basis, to validate customer account information. If after comparing it with the information provided by their outside sources they have strong evidence of a discrepancy, the order is held until the account can be fully validated. This also includes intercepting recently shipped/in route orders, which is what occurred with Mr. [redacted]'s order from November 18, 2015. We apologize if this process was not adequately explained to Mr. [redacted].
Our records indicate Mr. [redacted] spoke with a credit risk representative by phone on December 1, 2015 regarding his recent address change to [redacted]., Port Saint Lucie, FL 34984. The verification process was successfully completed at this time, and the representative removed the "hold" on the account.
On December 5, 2015 records show Mr. [redacted] placed an order by phone for an Ashley Ralene 4-Piece Dining Set and an additional Set of 2 Ashley Ralene Side Chairs. Emails with shipment tracking information were sent to Mr. [redacted]'s email on file ([redacted]@gmail.com) at the time the items were shipped, so that he can monitor the delivery progress of the table set.
We have issued a discount in the amount of $50 to the shipping/handling charge as a goodwill gesture. This has already been applied to the account and will reflect on a future monthly statement for Mr. [redacted]'s records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is completely ignoring every single issue I have addressed. We absolutely will not notify about the fraud until we called in. After the hold was lifted what was not lifted and tell about speaking with at least five agents and getting not one call back. We then tried to place an order nine times. Another hold was put on our account after the first hold was removed and none of the agents that tried to place this order could figure out why it was not being submitted the fraud department said they had no hold on it we got not one clear answer. In fact the order that you have that was shipped was not placed until several days after this complaint was made. The $50 credit you speak of was offered to us nine times again before this complaint was ever made. I think it's disgusting that your treat your customers the way you do no call backs nothing. This is the first time we have heard from anyone and it's a shame that had to be through the Revdex.com. The stress and anxiety that came from your company is ridiculous. By the way the request for supervisor call back that according to your agent was written down and put in a piece of paper and put into a box has not been responded to yet. I guess if you don't come to the Revdex.com you will not ever receive a call back from the supervisor as promised. Nothing has been done by your company to resolve any situation. FYI as I mentioned my wife works in retention management and before ever replying to a Revdex.com complaint she would have given the customer a phone call. Maybe you guys should hire my wife or ask her for references on how to handle customers that have fallen through the cracks of your faulted customer service department. Thank you for doing absolutely nothing to reach out to us to resolve this issue. The credit you are speaking of was issued by the agent that tried to place the order at least seven times. Your company has done nothing absolutely nothing to resolve this issue we are still waiting for the supervisor call back.
Final Business Response /* (4000, 9, 2015/12/21) */
CONFIDENTIAL COMMUNICATION
December 21, 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 Mr. [redacted].
We deeply regret that callbacks were not made to either Mr. or Mrs. [redacted]. However, since our last response, a representative from the Executive Care Department has been in contact with Mrs. [redacted] to address these issues and keep watch over the table set order.
Our records indicate that the chairs and bench were delivered by UPS on December 11, 2015 and the table was delivered on December 18, 2015 by Pilot Freight.
The representative assisting Mrs. [redacted] will be contacting her again shortly at the number agreed upon if they have not done so already. This is to ensure that any further concerns will be addressed without delay.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Final Consumer Response /* (2000, 11, 2016/01/04) */

CONFIDENTIAL COMMUNICATION

March 24, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.

We have thoroughly reviewed the information we received from Ms. [redacted] regarding the image of the safe that was displayed in error with a description for the Werner 4’ Step Ladder. Please understand that, with respect to situations like Ms. [redacted]’s, we reserve certain rights and protections. These can be found on the homepage of our website, under “terms of use” under the section titled “Correction of Errors and Inaccuracies; Limitations on Quantity; Returns; Risk of Loss: which states in part:

The information on this Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability.

Regrettably we are unable to honor errors of this nature. As stated previously, the ad error was corrected after Ms. [redacted] contacted us. A postage paid label has already been sent to return the Werner 4’ Step Ladder.  Please allow up to ten days for the return to be received. When the return is received and processed Ms. [redacted] will receive full credit for the Step Ladder. We sincerely apologize for any inconvenience caused by the ad error.

Thank you for allowing us to explain and assist.


Sincerely,


Vi [redacted]
Executive Care Team
VF/bw                                     �...⇄
Tell us why here...

CONFIDENTIAL COMMUNICATION
March 7, 2016
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in...

response to the inquiry we received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth G2 Android Tablet on September 15, 2014. We regret to learn of the problems Mr. [redacted] has experienced with the tablet.
We agree that, for additional warranty coverage on the tablet, Mr. [redacted] also purchased a 2-Year Extended Service Plan (ESP). The ESP provider is National Extended Warranty (NEW). Records show that on December 1, 2014, Mr. [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us.
We next received an email from Mr. [redacted] on January 3, 2015 in which he requested NEW's contact information, and we replied on the same date with the appropriate contact details. This information was again sent to Mr. [redacted] on February 25, 2016 in response to the email he sent on the same date.
We recently contacted NEW for any records they might have relating to this issue. They advised they have no contact records associated with the contract number for Mr. [redacted]'s 2-Year ESP (which was included in our emails). It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr. [redacted] contacted them. As a reminder, the correct contract number for this plan is [redacted].
Mr. [redacted] states he was withholding payment because of the issue with the tablet. However, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account.
Our records show that Mr. [redacted]'s account moved to a charge-off status ($200.65 balance) on December 4, 2015 after going unpaid for an extended time period. It was then sold to Jefferson Capital on December 31, 2015 in accordance with the terms of the contract agreement. Mr. [redacted] should continue to work directly with Jefferson ([redacted]) regarding the unpaid debt as they are the legal owner of the account.
For further assistance with the tablet, Mr. [redacted] can contact NEW at [redacted]as he is still within his coverage period. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah

Initial Business Response /* (1000, 5, 2015/08/20) */
CONFIDENTIAL COMMUNICATION
August 20, 2015
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted]
[redacted] S [redacted]
[redacted] XXXXX
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.
It is in regards to Mr. [redacted]'s purchase dated July 6, 2015 for a HP Pavillion 500 8GB Windows 8.1 Desktop Computer. We regret to learn of the problems he experienced with the computer and having it returned to us.
In rare instances, a customer's return package will go missing at a sorting facility or some other stage of the return delivery process. There is strong indication that this is what occurred with the computer Mr. [redacted] shipped back to us, as evidenced by United States Postal Service tracking number XXXXXXXXXXXXXXXXXXXXXX.
The records further show that Mr. [redacted] obtained an affidavit of non-receipt of returned merchandise on the Fingerhut website. He then sent us the fully completed form as an email attachment on August 10, 2015.
As a result, we were able to carry out an investigation and have approved Mr. [redacted]'s claim. On August 19, 2015, credit adjustments were issued to his account covering the full cost of the computer, including shipping/handling, and the one-year Extended Service Plan he purchased for additional warranty coverage. Although already applied to the account, these credits will reflect on an upcoming billing statement for Mr. [redacted]'s records.
We apologize for any inconvenience and appreciate Mr. [redacted]'s patience throughout this resolution process.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
[redacted]
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company addressed my complaint and refunded the price of the defective computer that was returned. I am satisfied with the outcome.

CONFIDENTIAL COMMUNICATION

Roman" size="2"> 
June 21, 2016                                      ...⇄ #[redacted]
 
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] –[redacted], [redacted]
 
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account.
 
In Mr. [redacted]’s inquiry he indicates he is set up on a recurring payment schedule that is automatically processed on the scheduled payment date. Mr. [redacted] indicates he changed his checking account information a month before the scheduled payment was to be deducted, however, the scheduled payment processed through his old checking account which caused an overdraft fee of $32.89 plus a daily overdraft fee of $4.89 for a total of $37.78. Mr. [redacted] indicated this is the second time a payment was processed through an incorrect checking account. Mr. [redacted] is requesting a refund for the overdraft fee.
 
Our records indicate Mr. [redacted] contacted our Customer Service Department on October 12, 2015 for assistance in updating his password on our website. The agent assisted Mr. [redacted] with the password update request. Mr. [redacted] also requested to cancel a scheduled payment and to set up a new scheduled payment. The agent cancelled a scheduled payment for the minimum payment due that had originally started on April 22, 2015 and set up a new payment schedule of $40.00 per month beginning on October 22, 2015. On November 18, 2015 Mr. [redacted] set up a recurring payment schedule beginning November 22, 2015 on our website for the minimum monthly payment. Since a recurring payment schedule was already in effect on Mr. [redacted]’s account and Mr. [redacted] set up another recurring payment schedule on November 18, 2015, both payments were processed on November 22, 2015.  The bank returned the $40.00 payment to us as not paid and the payment was reversed on December 6, 2015.
 
On December 10, 2015 Mr. [redacted] contacted Customer Service to advise us that he was charged an overdraft fee from his bank in the amount of $36.00 because the payment was processed using his previous/old bank account. On December 10, 2015. Mr. [redacted] was issued a credit of $25.00 as a courtesy for the returned check fee he was billed on his Gettington Account. The recurring payment schedule of $40.00 was also cancelled on December 10, 2015.  At this time, we requested Mr. [redacted] to send a copy of his bank statement showing the overdraft fee to our payment research specialist to review to determine if a refund of the overdraft fee was warranted. We have no record of receiving a copy of Mr. [redacted]’s bank statement. As part of our in-depth review of his account, we have no record of Mr. [redacted] cancelling the recurring payment schedule of $40.00 prior to December 10, 2015.
 
Additionally, our records indicate the recurring scheduled payment Mr. [redacted] set up on the website on November 18, 2015 was active with recurring payments being processed on the 22nd of each month until the schedule was cancelled on May 25, 2016. We have no record of this recurring payment schedule being cancelled prior to May 25, 2016.
 
It is important to remember if a payment schedule is already set up and a change needs to be made prior to the payment processing, we require at least 24 hours prior to the date the payment is scheduled for the payment schedule to be cancelled. If a payment is made prior to a payment schedule date, the payment schedule will still process. Since we have no record of a cancellation being requested on our website or by phone prior to the payment that processed on May 22, 2016, we are unable to credit Mr. [redacted]’s Gettington account for the overdraft fee he was charged by his bank.
 
While researching Mr. [redacted]’s inquiry, we reviewed a call recording in which Mr. [redacted]’s spouse identified herself as Mr. [redacted]. She requested that we close the Gettington account and the agent advised her that he was closing the account per her request. Later in the call, Mr. [redacted] spoke with the agent and advised the agent that he and his wife were the account holders. Please understand, we do not have joint accounts. Since this account was opened in Mr. [redacted]’s name we cannot close the account unless Mr. [redacted] requests for the account to be closed. If he would like to close the account he may contact our customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. We apologize for any inconvenience this may have caused.
 
Thank you for allowing us to explain and assist.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/bw

Initial Business Response /* (1000, 5, 2014/05/20) */
May 20, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry that...

we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut account.
Mr. [redacted]'s account reflects he placed an order via the web on December 4, 2013 and he contacted us on December 5, 2014 to cancel this order due to a wrong address.
Unfortunately, the vendor had shipped part of Mr. [redacted]'s order and we were unable to cancel the entire order. Mr. [redacted] was shipped the 400TC Solid Egyptian Cotton Queen Sheet Set, Carhartt(r) Long Sleeve Pocket T-Shirt, Hanes Beautiful Comfort Concealing Wirefree Bra and the Playtex Cross Your Heart Jacquard.
Our records indicate that a prepaid return label was sent to the address the shipment was sent to on January 6, 2014 and an affidavit was sent to Mr. [redacted].
The notes on Mr. [redacted]'s account indicate we also sent him an affidavit of "non-receipt of returned merchandise" on March 7, 2014 for the order and asked him to complete the forms and return them to us so we may investigate the issue.
We will mail Mr. [redacted] an affidavit that needs to be filled out and returned. To expedite, Mr. [redacted]'s may fax the completed form to:[redacted], Attn: [redacted]. Once received, we will further investigate this matter.
Thank you for allowing us to explain.

Sincerely,
[redacted]
Executive Care Team
VF/ca
Consumer Response /* (4200, 12, 2014/05/30) */
On May 27, 2014, I received a letter stating that Fingerhut was informed of a problem with the return of the following merchandise:
Invoice Number Product Code Description
-------------- ------------ -----------
[redacted] PG257 400TC Queen Sheets
I was charged for four (4) total items that I never received but was charged for, not just this one (1) item. There are three (3) additional items that I am being billed for. How could I return these items if I never received these items? They were all shipped to an old address in Ohio. I live in Florida. This entire matter has NOT been resolved properly due to Fingerhut's incompetence.
Business Response /* (4000, 14, 2014/06/06) */
CONFIDENTIAL COMMUNICATION
June 5, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry that we received from your office on behalf of [redacted] regarding his WebBank/Fingerhut Advantage Credit Account.
We will send Mr. [redacted] the correct affidavit that he will need to fill out and return to us. To expedite, Mr. [redacted]'s may fax the completed form to:[redacted], Attn: [redacted]. Once received, we will further investigate this matter.
We apologize for any inconvenience this matter may have caused Mr. [redacted].
Thank you for allowing us to explain.

Sincerely,
[redacted]
Executive Care Team
VF/ca
Business Response /* (2000, 16, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 21, 2014/09/23) */
CONFIDENTIAL COMMUNICATION
September 23, 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 the balance on her WebBank/Fingerhut Advantage Credit Account.
In our prior response to the Revdex.com under case number [redacted] in reference to Ms. [redacted]'s inquiry, we stated:
"On December 17, 2013 Ms. [redacted] placed an order on her account via our website for the PS3 Family Guy: Back to the Multiverse game. On December 26, 2014 Ms. [redacted] contacted us requesting to return the item and a prepaid label was sent to her to return the item. We received the item back on January 30, 2013 and upon inspection of the item we found it had been opened. A letter was sent to her advising that credit would not be issued and to contact us if she would like the game returned to her otherwise the merchandise would be disposed of.
Our return policy for music, movies, video games and software is that they must be returned unopened in the original packaging with the factory seal intact. Exchanges are permitted for the identical product only.
On February 17, 2014 Ms. [redacted] contacted us inquiring about the return of the game and was advised since the game had been opened credit was not issued. Ms [redacted] stated she returned the game as it was not age appropriate and did not want the game returned to her. The description of the game on the website does clearly state that the game is for ages 17 and up. On February 24, 2014 the item was disposed of as she requested she did not want the game returned to her.
We will not be issuing credit, due to the fact that the description of the game provided the information about what ages it was appropriate for, and also because of the information provided in our return policy."
In addition to the information advised previously, at this time the customer's account has been sold and is no longer with Fingerhut. For more information on her account, she should contact [redacted] at [redacted].
On April 14, 2014 the customer's statements were switched from electronic statements to paper statements, and the paper statements were sent to her address of [redacted], Roanoke, VA 24017 until August 29, 2014 when the account was sold.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

Initial Business Response /* (1000, 7, 2014/05/02) */
CONFIDENTIAL COMMUNICATION
April 30, 2014
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms....

[redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted],
regarding her merchant account with Fingerhut.
We take our customer's privacy and the security of their accounts very seriously. Please note that while we cannot delete Ms. [redacted]'s registered web account from our website, we have made an update to it so the account is inaccessible.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp
Initial Consumer Rebuttal /* (3000, 9, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not a merchant, I am a consumer so why are they saying I have a merchant account. I do not have nor ever had a credit card account with them. they never explained why it isn't possible to delete a account? this is the only company I have ever heard of that cannot. with all the computer hackers out there inaccessible means nothing. no company should have the right to keep your information on their website.
Final Business Response /* (4000, 11, 2014/05/29) */
CONFIDENTIAL COMMUNICATION
May 27, 2014
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to information received from your office on behalf of Ms. [redacted].
To clarify to Ms. [redacted], a merchant buyer is a consumer who does not have a credit account but uses other methods of payments for their order/s.
We inform Ms. [redacted], we have deleted her account from our website, effective May 22, 2014.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp