Bluestem Brands, Inc.

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> August 23, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] states the dresser she ordered from Fingerhut was damaged. She contacted Fingerhut for a return label and to replace the order. She states Fingerhut charged her a second time for the same product. She would like to be credited for the merchandise she returned.
 
Our records indicate Ms. [redacted] purchased a South Shore Libra Nightstand, a South Shore Libra Dresser, a South Shore Libra 4-Drawer Chest, and a South Shore Twin Platform Bed on July 14, 2016.
 
Ms. [redacted] contacted Fingerhut on August 4, 2016 stating the dresser was damaged. At this time a prepaid postage label was e-mailed to Ms. [redacted] to return the item back to Fingerhut. Ms. [redacted] was informed by the representative we would need to receive the return before crediting her account. A replacement order was placed during that same telephone call. Ms. [redacted] gave the representative verbal consent to place the order and charge an additional $224.99 to her account.
 
Using the tracking number [redacted] we show the replacement item was delivered on August 10, 2016 via UPS.
 
On August 18, 2016 we received the damaged dresser as a return from Ms. [redacted]. On that same date she was credited the full merchandise price of $121.04. On August 19, 2016 Ms. [redacted] was credit $65.00 for the original shipping/ handling and $34.95 for the return shipping/handling. She was also credited an additional $5.00 for the taxes on the merchandise. The total credits applied to her account for returning this item was $225.99.
 
Ms. [redacted] will be able to see this credit on her next billing statement which will be mailed on August 26, 2016.
 
If Ms. [redacted] has any additional questions regarding her Fingerhut Account, she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Initial Business Response /* (1000, 5, 2015/07/23) */
CONFIDENTIAL COMMUNICATION
July 22, 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 we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We regret to learn of the problem Mr. [redacted] has encountered with the XBOX One Console with Built-In Kinect that he purchased on November 2, 2014. Upon consulting with our vendor/supplier for the device, we have approved it to be returned according to the terms of the one-year warranty now covering it.
A return shipping label with instructions was sent on today's date to Mr. [redacted]'s email address on file of [redacted]@aol.com. We appreciate Mr. [redacted] stating in the inquiry that he will return the defective device to us as we require that this be done as part of the process.
An order to send Mr. [redacted] a new replacement of the XBOX was also submitted on today's date. He will receive an email notification with the carrier's tracking number once it has been shipped.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah

Initial Business Response /* (4000, 19, 2015/04/13) */
CONFIDENTIAL COMMUNICATION
April 13, 2015
Revdex.com of Minnesota #[redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms....

[redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Credit Account ending in 5982.
Ms. [redacted] states that she was a victim of identity theft. Ms. [redacted] further states that she will not be responsible for a debt that is not hers. Ms. [redacted]' resolution is to have the trade lines deleted.
Our records indicate that an account in Ms. [redacted]' name charged off on January 26, 2014 and sold to Jefferson Capital Systems on September 23, 2014.

On February 19, 2015, our Fraud department received a police report from Ms. [redacted].
On the same day, an Executive Care Team member contacted Ms. [redacted] to advise that we had received the police report and had initiated a fraud investigation. Unfortunately, we had already submitted our response to the Revdex.com prior to this conversation with Ms. [redacted].
On March 13, 2015, the trade lines were referred to the credit bureaus for deletion due to fraud. A letter was sent to [redacted] stating that an electronic update had been submitted to delete the trade lines.
On April 10 2015, we confirmed that all trade lines have been deleted from Equifax, Experian, and Trans Union.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/sjj
Final Consumer Response /* (3000, 10, 2015/02/23) */
[redacted]Document Attached[redacted]
Hello,
I received your template response to my complaint. This is an attempt to debt a validate a debt. Pushing me aside telling me to get into with someone collection agency is unacceptable. The collection agency has nothing to do with Fingerhut removing your entry from the three credit reporting agencies database or whatever.
I stated that I was a victim of identity theft. I will not ever be responsible for debt that is not mine. And by law, you guys are required to report accurate information. Reporting that I had an account with you all and skipped out on the bill is FALSE.
Some crook used my personal information to open an account and failed to pay. The choices of another has absolutely nothing to do with me. I'm just trying to clear my name and go on with life. Dealing with this issue has been a living nightmare. It's hard as [redacted] to prove a negative. My armed with a police report and you push to the side like, "Oh, well." I am attaching my police report for your records and to have my name cleared and entry remove from credit. I will also be filing complaints with the Consumer Financial Protection Bureau and my state's Attorney General Office because this can not continue.

July 21, 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 PayCheck Direct Account.
 
Ms. [redacted] states she is unable to box and return the merchandise to PayCheck Direct. She indicates if she is to breakdown the item, PayCheck Direct will not be able to properly assess the damage. Ms. [redacted] feels she should not be responsible for paying the shipping for this product.
 
After reviewing the photograph Ms. [redacted] included in her complaint, PayCheck Direct has credited the merchandise as a courtesy to Ms. [redacted]. Ms. [redacted] will not need to return this item.
 
The full merchandise price of $159.99, tax amount of $10.00, 1 Year Service Plan of $15.99, and the shipping/handling of $79.99 was credited on July 20, 2016.
 
This refund check will be mailed to Ms. [redacted]’s address, [redacted] Ervina, MA 01344, on July 27, 2016. She should allow 5-7 business days to receive this check.
 
If Ms. [redacted] has any additional questions she may contact PayCheck Direct at ###-###-####.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> August 30, 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 was told a $37.00 late fee would be removed from his account. He states he was told as a courtesy Fingerhut would waive a late fee every 12 months being he has never had a late fee. Mr. [redacted] states a late fee of $6.99 was waived. His desired resolution is to have his balance adjusted and be credited for two months due to poor customer service.
 
We were able to locate the chat transcript Mr. [redacted] had with a representative on July 17, 2016. During this conversation the representative correctly advised Ms. [redacted] we would waive the $6.99 late fee assessed on June 20, 2016 as a one-time exception. We have no record of Mr. [redacted] being told we would waive more than the $6.99 late fee.
 
Upon opening an account with Fingerhut, Mr. [redacted] agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.”
 
We received a payment in the amount of $6.99 from Mr. [redacted] on July 18, 2016. This did not meet the minimum amount due of $86.99. On July 20, 2016 Mr. [redacted] was charged a late fee in the amount of $27.00. Please note that when the full monthly 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. 
 
We have not received a payment from Mr. [redacted] since July 18, 2016. This resulted in an additional late fee of $37.00 applied to his account on August 20, 2016.
 
At this time Mr. [redacted]’s account has a past due amount of $86.00, and a total minimum due of $133.98 due by September 20, 2016. To make payment arrangements we ask that Mr. [redacted] contacts our Payment Department at ###-###-#### Monday through Friday 7:00AM-9:00PM Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
VF/KS

Initial Business Response /* (1000, 5, 2014/07/21) */
CONFIDENTIAL COMMUNICATION
July 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.
Our records do confirm that Mr. [redacted] ordered a Norpole 8100 Btu Window Air Conditioner w/Remote on May 2, 2014 totaling $363.98. However, Mr. [redacted]'s account activity also reflects charges for SafeLine Account Protection Plus fees and interest that have brought the account balance to its current amount. I have included copies of Mr. [redacted] last two statements.
SafeLine Account Protection Plus is a debt-waiver plan that Fingerhut directly offers its customers. The plan fees are charged to an actively-enrolled customer's credit account whenever a balance exists. Mr. [redacted] accepted SafeLine Account Protection Plus when he placed an online order on November 19, 2012. He would have received terms and conditions at that time as well as updated terms and conditions in November of 2013 when program enhancements were made.
The monthly fee for SafeLine Plus is $1.19 per $100.00 of the total balance at the end of each monthly billing cycle. This fee appears on each statement when there is a balance on the account being covered by the plan. It is located in the fees section of the statement. and would have appeared as early as December 9, 2012 with Mr. [redacted]'s first monthly billing statement.
It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time.
Additionally, on the back of our monthly billing statements, under, "What to do if you think you find a mistake on your statement", it states the address to write to, and also states: "You must contact us within 60 days after the error appeared on your statement. You must notify us in of any potential errors in writing".
Our records do not indicate that Mr. [redacted] ever contacted us regarding the charges for SafeLine Plus. I have requested that the SafeLine Plus Account Protection be canceled. As a courtesy to Mr. [redacted], I have credited his WebBank/Fingerhut Advantage Credit Account for the last two months of SafeLine Plus fees totaling $23.78. He will see the credits on a future monthly billing statement.

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

I am rejecting this response because:
First off, my account balance is IRRELEVANT to this issue. I KNOW the shoes have to be returned. I didn't want credit on my account as I need a pair of shoes. You are waiving shipping but that still penalizes me because it increases my balance and interest charged on that balance until this is completed.Its funny as long as I have been your loyal customer that you are giving me such a run around. Were this ordered from Amazon, it would have already been replaced and the defective shoes would be on the way back to them.
I will not accept any offered solution by you that doesnt replace these shoes without causing a penalty to me in balance/interest/payment going up on my account. I make my payments regularly and have only been late once since I opened an account with you.

CONFIDENTIAL COMMUNICATION

Roman" size="3"> May 25, 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.

Ms. [redacted] states that she has emailed us several times regarding order [redacted] which was missing an item. She states she was advised to call but has informed Fingerhut several times that she cannot be reached by phone and would like a refund or replacement for the missing item.

Our records indicate an order # [redacted] was placed on May 8, 2016 which included Bissell Sturdy Sweep™ Cordless Sweeper 2402B, I Heart You Shower Curtain, I Heart You Bath Rug, I Heart You Lotion Dispenser, I Heart You Toothbrush Holder, and I Heart You Lotion Dispenser. We received an email on May 16, 2016 stating that the bath rug was missing from the package delivered on Monday, May 16, 2016.

When a customer states they have not received the merchandise ordered, Fingerhut has policies and procedures in place in order to conduct an investigation. However, as a courtesy, we have issued a refund to Ms. [redacted] account for $26.25. This will show on Ms. [redacted]’ next statement.

Unfortunately our records indicate the I Heart You Bath Rug is no longer available.

We apologize that the email reply to Ms. [redacted]’ emails stated that she would need to call us, as we understand that she is not able to be reached by phone right now. While it is sometimes the easiest way to resolve customer issues, we do have alternative routes of communication available such as chat services available on our website, email, or letter by fax or mail.

Thank you for allowing us to explain.

Sincerely,




Vi [redacted]
Executive Care Team

VF/jm

CONFIDENTIAL COMMUNICATION

face="Arial" size="2">
April 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.

Our records indicate Ms. [redacted] placed an order on January 30, 2015 for an Evertone Body Fat Analyzer and a Manicure/Pedicure Set. The Evertone Body Fat Analyzer shipped directly from our vendor on February 2, 2015. When Ms. [redacted] contacted us on March 27, 2015 to advise us she did not receive the item we referred a message to our vendor requesting a follow up on the shipment. We have no record of receiving any further information from our vendor. We sincerely apologize for this oversight on our part. The last tracking information available to us shows that the item was at a UPS facility but does not appear to have been delivered.

We have issued credit for the item in the amount of $50.98. We have also credited the interest charges and SafeLine Plus fees that were billed on the amount of the order Ms. [redacted] did not receive. Once the credits are completely processed we will send a refund check to Ms. [redacted]. The refund check will be sent for a total of $69.98. Please allow up to 15 business days for Ms. [redacted] to receive the refund.

Thank you for allowing us to assist and explain.


Sincerely,


Vi [redacted]
Executive Care Team
VF/bw

I am rejecting this response because:
You must have typed the account number in wrong and put the payment credit to the wrong person.  I do not have a [redacted] in my business, I do not have a [redacted] on my account.  I sent in proof of cashed payment with the name [redacted] on it.  There is no way it could have been sent to someone who does not exist on my account, so they would not be on my bill.
And I do not appreciate being on a speaker phone with your company and hearing someone at your company saying who cares about my account.  
Correct your error, credit my account properly, stop damaging my credit, and do the right thing.

CONFIDENTIAL COMMUNICATION

May 9, 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 further inquiry we received from your office on behalf of Ms. [redacted].

To confirm to Ms. [redacted], we received the Chef’s mark Countertop IceCube Maker as a return earlier today. Her warranty claim has been approved, and a replacement order for the same item has been submitted at no cost to Ms. [redacted].

Ms. [redacted] should allow up to 72 hours from this response to receive shipping confirmation and a tracking number for the replacement order at her [email protected] email address on file.

Ms. [redacted] may re-open this inquiry if she has an issue after receiving the new ice maker, but at this time we consider this matter closed and resolved.

Thank you for allowing us to explain.

Sincerely,



Vi [redacted]
Executive Care Team

VF/ah

Initial Business Response /* (1000, 8, 2015/05/04) */
CONFIDENTIAL COMMUNICATION
May 4, 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 we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Credit Account.
Our records confirm that a purchase was made on Ms. [redacted]'s account on December 15, 2014 for a Men's Black Personalized Diamond Watch. We received it as a return on January 10, 2015; however, it was denied for credit or exchange by our Returns Department for not meeting the terms of the return policy covering personalized items.
Because of our return policy's special restrictions on personalized items, this information is prominently displayed on the main "product features" webpage of each applicable item. It appears immediately below the watch's product description section, and states, "Personalized items cannot be returned unless defective. Please place your order carefully." This was a self-service order placed directly on the Fingerhut website.
Our records show that Ms. [redacted] telephoned on January 14, 2015 and was first notified that the return was denied. On January 15, 2015 a letter was sent also notifying of the decision and advising of her options to contact us to have the watch returned to her or to take no action and it would be disposed of by the specified date. We disposed of the watch on February 18, 2015 as we did not receive any contact from Ms. [redacted] regarding her decision.
While we sympathize with Ms. [redacted]'s situation, we cannot claim sufficient burden of responsibility over this matter to make an exception to our policy. It is always in a customer's best interest, as well as their responsibility, to review and understand return policies prior to making a purchase.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I am not paying for merchandize I do not have and if they disposed of my product they need to be held responsible. I was called by their company saying I returned the merchandize damaged and that's not true. They should have returned the watch if they felt they weren't going to refund my money..I will NEVER do business with them again and I'm going further to see who else I can complain too any government agency..Consumer Affairs etc. I still am not paying for something I do not have and I did not see the clause they are referring to or I would have NEVER ordered it knowing I may not be able to return it.
Final Business Response /* (4000, 15, 2015/05/19) */
CONFIDENTIAL COMMUNICATION
May 18, 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 further inquiry we received from your office on behalf of Ms. [redacted].
Please understand that applying policies fairly and consistently to all customers is among our top priorities. We applied the return policy for personalized items the same for her as we would for any other customer with similar circumstances.
For this reason and the reasons provided in our previous response, this situation lacks sufficient evidence for us to be able to grant an exception.
Having provided Ms. [redacted] with all information available to us, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
face="Arial">April 28, 2016                                      ...⇄
Revdex.com of Minnesota    
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
The account Ms. [redacted] is referring to does not reflect that she is the account-holder. In the interest of customer confidentiality, we will send a response directly to the customer.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm

CONFIDENTIAL COMMUNICATION
 
July 22,...

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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] has stated she ordered an outdoor planter, but when she received the package she never opened it. When Ms. [redacted] called Fingerhut to request return instructions, she was given incorrect directions and therefore she called us again. During Ms. [redacted]’s second call, she was told she would not be charged for the return. However, Ms. [redacted] states she is now responsible for $7.95 in return shipping and a total of $32.97 in late fees. Ms. [redacted] claims because of this mistake, she has been negatively reported to the credit bureaus. Additionally, she has tried several times to dispute this charge, but feels that she has only gotten the “run around”.
 
Our records indicate a CobraCo Tricycle Flower Planter was ordered on April 30, 2016 for a total of $54.98. It was returned to us on June 6, 2016 with a return credit issued of $32.04. We would like to apologize that Ms. [redacted] was given the incorrect return instructions and also told she would owe nothing. Our records indicate on May 10, 2016 a representative advised the customer that we would request full credit for the returned item. Upon this request, we made a one-time exception and credited all shipping and handling charges, due to the fact that Ms. [redacted] returned the only item she ever purchased with us. On July 5, 2016 the shipping and handling fees of $14.99 and return shipping fee of $7.95 were credited to Ms. [redacted]’s account.  Also on July 5, 2016, a refund for late fees was issued of $7.99. The account has a zero balance as of July 14, 2016. Ms. [redacted]’s account is now closed and has a zero balance.
 
Additionally, we have requested the information to be updated on her account to the credit reporting agencies. Our records indicate the account never reported delinquent, however, on July 20, 2016 we have updated the balance. This will update the balance as zero to the credit bureaus on July 24, 2016. We would like to remind Ms. [redacted] that if she needs further assistance, Customer service representatives are available at ###-###-#### Monday-Friday from 8AM-9PM Central Standard Time.
 
Thank you for allowing us to assist and explain.
 
Sincerely,
 
 
 
 
Vi [redacted]
Executive Care Team
VF/JM

Initial Business Response /* (1000, 7, 2015/01/29) */
CONFIDENTIAL COMMUNICATION
January 28, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms....

[redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
In Ms. [redacted] complaint, she states Fingerhut refuses to update her credit reporting due to identity theft. Ms. [redacted]' states that she had faxed and sent by certified mail the police report in early December. Ms. [redacted] states that she called the Fraud Department and was told her information had been received. Ms. [redacted] states that she was told it would be a minimum of 60 days before anything would be completed. Ms. [redacted]' desired resolution would be to delete the WebBank/Fingerhut trade-lines from Ms. [redacted]' credit reports. Ms. [redacted] requests a letter confirming that the fraudulent account has been closed and would not be sold to a collection agency.
Per WebBank's previous response to the FDIC, "our records indicate that an account was opened online November 2, 2011 using Ms. [redacted]' name, address, and social security number. On December 1, 2011, one Razor- E100 Electric Scooter was ordered. On December 2, 2011, the order was shipped FedEx Ground to the same address as listed in the complaint. No payments had been received on this account.
Statements were sent until July 24, 2012 when the account charged off. On January 31, 2013, the account was sold to [redacted]".
On December 23, 2014, we received a police report from Ms. [redacted]. The Fraud Department determined that Ms. [redacted]' account was opened fraudulently. On December 23, 2014, the Fraud Department requested that Ms. [redacted]' account be purchased back from [redacted]. Once the purchase of Ms. [redacted]' account has been completed, [redacted] can then remove their trade-line. Please note that there are no WebBank/Fingerhut trade-lines being reported.
If Ms. [redacted] has further questions regarding what [redacted] is or is not reporting to the credit bureaus, she may contact [redacted] directly at [redacted].

We apologize for any inconvenience this matter has caused.
Sincerely,
[redacted]
Executive Care Team
VF/sjj
Initial Consumer Rebuttal /* (3000, 9, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided them with a letter from [redacted] where [redacted] took the account off in October. Fingerhut is showing as a charge off on my EQ report. Why do I have to wait for them to buy a fraudulent account back when they are the ones reporting?
Final Business Response /* (4000, 11, 2015/02/18) */
February 18, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
In Ms. [redacted]' complaint, she inquires about the delay in removing a trade-line when buying back a fraudulent account.
Based on our research, Ms. [redacted]' Fingerhut account was set up as '[redacted]'. No trade-line was initially visible because Equifax was reporting as '[redacted]'. We contacted Ms. [redacted] on February 4, 2015 to advise an electronic update had been submitted to remove the WebBank/Fingerhut trade-line due to fraud.
As we were no longer in possession of the account, we needed to purchase back the account in order to perform the necessary steps to update the credit reporting. At this time, our records indicate that the trade line has in fact been deleted from Ms. [redacted]' credit reporting.
If Ms. [redacted] has further questions regarding what is reporting to the credit bureaus, she may contact the Executive Care Team [redacted].

We apologize for any inconvenience this matter has caused.
Sincerely,
[redacted]
Executive Care Team
VF/sjj

Initial Business Response /* (1000, 5, 2014/06/06) */
CONFIDENTIAL COMMUNICATION
June 6, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted], [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she placed an order for a Nifty 36 K-Cup Roll Out Storage Drawer, Keurig K-Cup Green Mountain Nantucket Blend Coffee, Keurig K-Cup Green Mountain Nantucket Blend Coffee and a 530 Thread Count Egyptian Cotton Queen Sheet Set via the website on May 8, 2014. Our records indicate that this order was duplicated on May 8, 2014.
Our records indicate that Ms. [redacted] contacted us on May17, 2014 to notify us of the duplicate order and a prepaid label was sent to Ms. [redacted] on May25, 2014.
Ms. [redacted]'s account will be issued a credit for the duplicate order and her credit bureau report will be updated once it has been received as a return. Please be advised it may take up to sixty days for the update to process once this has been received.
We apologize for any inconvenience this matter may have caused Ms. [redacted].
Thank you for allowing us to explain.

Sincerely,
[redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The duplicate order was made by fingerhut and not by myself. They had every opportunity to recall the shipment before it arrived at my house. They knew of their mistake which overdrew my credit account and they still reported it to the credit bureau which dropped my credit score by 27 points. The first time I reported their error to them, they only responded with an email which stated I could keep the order for 30 days for free as a trial. I told them that I did not want their duplicate order and that's when they offered to send me a return label. The damage they did to my credit score could have been prevented, but they chose not to prevent it. All tracked orders can be recalled by sender all the way up to the point of destination, they refused to do this for me. I am very disgusted with their business practice and "customer service"
Final Business Response /* (4000, 9, 2014/06/11) */
CONFIDENTIAL COMMUNICATION
June 11, 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 further inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Please understand that while our system may allow us to request to cancel an order in its earliest stage, it cannot guarantee it. We start filling orders as soon as possible.
Our records indicate that both shipments were delivered to Ms. [redacted] on May 16, 2014 and Ms. [redacted] did not contact us regarding the duplicate order until after the delivery.
As stated in our previous letter prepaid labels were sent to Ms. [redacted] on May25, 2014. Ms. [redacted]'s account will be issued a credit for the duplicate order and her credit bureau report will be updated once it has been received as a return. Please be advised it may take up to sixty days for the update to process once this has been received.
Thank you for allowing us to explain.

Sincerely,
[redacted]
Executive Care Team
VF/ca

Fingerhut is very misleading in many ways. They blowup your mailbox sending their catalogs filled with mostly overpriced items and then offering their extremely high interest rate if you qualify. I did find an item online that I price competitioned with several major retailers and found it to be cheaper at Fingerhut. My Catologs always say "pre approved for $800". Another misleading fact. I approved for $300. They offered $50 for first time buyers with their credit. When I put in the code, it didn't work. I called and asked them to remove me from all mailings. I was told they have to email me the offer. False advertising. Customer service isn't helpful and do not seem to be informed on much of anything. Resolution and customer satisfaction is not in their vocabulary. Also, they add a hard pull on your credit!!!!

Initial Business Response /* (1000, 5, 2016/02/11) */
CONFIDENTIAL COMMUNICATION

February 11, 2016

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

55337



Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],

We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, Terms and Conditions, credit application and all five monthly statements.

In Ms. [redacted]'s complaint, she states that she ordered merchandise from Fingerhut in September, totaling $477.00. She further states she has made payments of $130.00 in October, $90.00 in November, $68.00 in December and her bill, this month, was for $522.00. Ms. [redacted]'s desired resolution is an explanation of her account balance.

Our records indicate the WebBank/Fingerhut credit account ending in 5366 was opened on August 27, 2015, when an application for credit was processed with a representative. An order was placed on September 14, 2015 for a Haier 65-Pint Electric Dehumidifier, alcove Microfiber 84" x 84" Window in a BagChocolate, alcove Kellen 8pc Bed Set - Queen, alcove Briar Comforter Set + Free Sheet Set KingBriar, and an alcove Devereau 20pc Bedroom Set - Queen. The purchase made on September 14, 2015, totaled $590.89.
According to our records, payments were made for $96.00 on October 23, 2015 and $78.00 on December 1, 2015 from a Visa debit card ending in 6153. To date, no further payments have been received.
Ms. [redacted]'s payment due date is the fifteenth of each month.
Please note 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.
As of February 11, 2016, Ms. [redacted]'s WebBank/Fingerhut credit account balance is $522.86 with a past due of $34.99.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $69.98 is due by February 15, 2016.
If Ms. [redacted] is unable to make the full minimum due, her account may qualify for a payment plan.
Ms. [redacted] may contact our Billing Department at [redacted] to discuss payment options. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Time.
Thank you for allowing us to explain.

Sincerely,




Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (2000, 7, 2016/02/22) */

Initial Business Response /* (1000, 5, 2014/03/25) */
[redacted] St. Cloud, MN 56303
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
March 25, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case #...

[redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry that we received from your office regarding [redacted].
Our records indicate that Ms. [redacted]'s WebBank/Fingerhut Credit Account was sold to CompuCredit/Jefferson Capital on February 14, 2014. Ms. [redacted] should have received correspondence from them indicating this. The correspondence should also have indicated an address where the payments were to be mailed to.
We received a payment via our website on March 7, 2014. Because the Fingerhut Credit Account was sold to CompuCredit/Jefferson Capital, the payment should have been paid to them. We will forward the payment to them. Ms. [redacted] should allow 30 - 60 days for the payment to credit to CompuCredit/Jefferson Capital.
In response to the phone calls that Ms. [redacted] states that she is receiving, our calling records indicate that the last time that we tried to contact her was January 14, 2014. Because the Fingerhut Credit Account was sold, we no longer tried to contact her regarding the payment that was owed.
Ms. [redacted] may contact CompuCredit/Jeffeson Capital at [redacted] or contact them at the phone number or address that was provided on the correspondence that she should have received from them.
Thank you for this opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> August 9, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] states the airbed she purchased on March 7, 2016 has a coil that is popped. She states she has contacted Fingerhut in regards to this matter and Fingerhut gave her the manufacturer contact information. Ms. [redacted] contacted Fingerhut a second time and states she was told she would be reimbursed for the item being the item was unavailable. She would like to receive a new airbed or be reimbursed for the airbed and the 2 year service plan.
 
Our records indicate Ms. [redacted] purchased an Intex Queen Raised Airbed with a 2 Year Service Plan on March 8, 2016. We have no record of her contacting Fingerhut stating the product was defective. At this time she would be unable to return the airbed to Fingerhut for a refund 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 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.”
 
Ms. [redacted]’s 2 Year Service Plan began on March 10, 2016. For assistance with the product Ms. [redacted] should contact National Extended Warranty at ###-###-####. Her warranty contact number is [redacted].
 
This item is currently out of stock on our website, if she would like additional information on this product she may contact the manufacturer, Intex Recreation, at ###-###-#### Monday-Friday 8:30AM-5:00PM Pacific Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS