Bluestem Brands, Inc.

Initial Business Response /* (1000, 7, 2014/03/04) */
6250 Ridgewood Rd St. Cloud, MN 56303
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
March 4, 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 an inquiry we received from your office regarding [redacted]'s WebBank/Fingerhut Credit Account.
I sincerely apologize if when Ms. [redacted] tried to make her payment via our website on February 7, 2014, in the amount of $1,665.00, that she did not receive a message that the payment was not accepted.
Please allow me to explain that for security purposes, we have a limit on the payment amount that customers can pay on their WebBank/Fingerhut Credit Account via our website.
If a payment is made via Checking/Savings Account, our customer may pay $1,000.00 total per day, and no more than $1,500.00 in a rolling 30 day period.
If a payment is made via Debit/Credit Card, our customer may pay $1,500.00 per transaction per day, and no more than $1,500.00 in a rolling 30 day period.
I would also like to explain that when a customer mails a check payment to our Newark, New Jersey Payment Center, when the check amount is over $1,500.00 our New Jersey Payment Center then forwards the check to our St Cloud, MN office to post on our customer's Fingerhut Credit Account. Because of this, it does take a few days longer for the payment to post to our customer's Fingerhut Credit Account. If interest has accrued in the meantime, we will credit the interest charges.
Our records indicate that a payment in the amount of $1,655.00 was posted to Ms. [redacted]'s Fingerhut Credit Account on February 26, 2014 by our St Cloud office. The payment reversed on March 4, 2014 because Ms. [redacted] had stopped payment on the check on February 25, 2014 because of the length of time when she had mailed the check and it had not yet posted to her Fingerhut Credit Account.
Our records also indicate that a payment was made via phone on February 26, 2014 in the amount of $784.09.
As of February 26, 2014, Ms. [redacted]'s Fingerhut Credit Account has a balance of $784.09. Her monthly billing statement dated March 11, 2014 will reflect the February 26, 2014 payment. The statement will also indicate that a payment will be due by April 28, 2014. After the March 11, 2014 monthly billing statement cycles, I will credit the accrued interest charge so that that balance owed will still be $784.09.
Again, I sincerely apologize for any inconvenience this matter may have caused.
Sincerely,
[redacted]
Executive Care Team
VF/tas
Final Consumer Response /* (3000, 9, 2014/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason that this response is not accepted is because apparently none of their customer service representatives are aware of this process for checks exceeding $1500 as none of the multiple representatives I spoke with mentioned this extra step, not even the manager I spoke to. Instead, I was told to stop payment on the check which cost me an additional $35 in fees and had two representatives, in essence, call me a liar as to when I mailed the payment in...one of those again being their own customer service manager Jamie that I spoke with. Had any of the multiple representatives that I spoke with explained this extra step due to the amount of the check, it would have saved me not only money, but a lot of additional time and headache due to trying to figure out what had happened with my payment.

Initial Business Response /* (1000, 5, 2014/04/18) */
CONFIDENTIAL COMMUNICATION
April 17, 2014
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
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 Credit Account.
Mr. [redacted]'s account reflects he ordered the Alienware 14" 8GB Windows 7 Laptop Gaming Computer on March 11, 2014. He informed us on March 17, 2014, that he had not received this item.
Since postal tracking indicates this item was delivered, an affidavit of "non receipt of merchandise, with a request for a police report" was sent to Mr. [redacted] on March 19, 2014.
We received the completed form via email on April 4, 2014. However, there was no police report included with this email.
To expedite this matter, we ask Mr. [redacted] to fax a copy of the police report to: [redacted], Attn: [redacted]. Once received, we will further investigate this matter which may include credit being issued.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

CONFIDENTIAL COMMUNICATION

March 30, 2016

Revdex.com of Minnesota                                   �...⇄
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN  55337

Re: [redacted]
Case #: [redacted]

Dear Ms. [redacted],

I am writing in response to an additional inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account.

Mr. [redacted] states he notified Fingerhut last year that he wanted his account closed because he couldn’t afford to make the payments. Mr. [redacted] maintains Fingerhut keeps changing their policy and merely revoking consent is no help to him. Mr. [redacted] states $65.00 a month is not affordable and he has called several times to tell Fingerhut he doesn’t have the money to pay the bill.

As stated in our previous response, Mr. [redacted] purchased $1,775.39 in merchandise between May 25, 2015 and June 28, 2015. Three of the orders were purchased with deferred billing. When the deferred billing on the purchases expired, the minimum due increased from $29.99 a month to 5% of the balance which was reflected on Mr. [redacted]’s monthly statements.

Based on Mr. [redacted]’s previous request, his account was closed on August 21, 2015. Any outstanding balance will continue to accrue interest and Mr. [redacted] may be assessed late fees and his account is still subject to the original terms and conditions of the agreement. 

No payments were received for September, October or November 2015.

On November 23, 2015 Mr. [redacted] agreed to a nine month reduced payment plan for $65.00 a month starting on December 2, 2015 with reduced interest (14.9%) and no late fees. According to our records, Mr. [redacted] made three payments for $65.00 on December 2, 2015, January 3, 2016 and February 2, 2016.

Mr. [redacted] contacted Fingerhut by phone on March 21, 2016 and requested that a cease and desist be placed on his account.
At his request, we have placed a cease and desist status on Mr. [redacted]’s account on March 21, 2016. No further call attempts will be made or written communication sent unless notified in writing to rescind the cease and desist. A monthly statement will continue to be mailed. 

If Mr. [redacted] would like additional information he will need to revoke the cease and desist request in writing.

Thank you for the opportunity to explain.

Sincerely,




Kari [redacted]
Executive Care Team
KD/lg
Tell us why here...

Initial Business Response /* (1000, 5, 2014/11/07) */
CONFIDENTIAL COMMUNICATION
November 7, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As stated in the inquiry and supported by our records, Ms. [redacted]'s order dated May 10, 2014 consisted of three fragrances: Vera Wang Ladies' Truly Pink EDP 3.4 Oz., Yves Saint Laurent Opium 3.3 Oz., and Ysatis 1.7 Oz. EDT Spray.
Our records support that we received the Vera Wang and Yves Saint Laurent fragrances in September 2014. Her monthly statement mailed September 26, 2014 shows she received credit for the full merchandise price plus tax for these two fragrances (the original shipping/handling is always non-refundable on return merchandise).
After careful review of this situation and given our proof that two of the fragrances were returned, we have decided to credit the last remaining fragrance. The credit amount is $99.00, which is the full merchandise price. The other exception we have granted Ms. [redacted] is to credit all late fees and interest that have accrued from her earlier balance relating to this order. All of these adjustments will appear on a future monthly billing statement.
As of the date of this letter, Ms. [redacted]'s account reflects a zero balance.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION

face="Arial" size="2"> 
July 22, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] claims he ordered a mattress from Fingerhut, and within days the mattress was defective. He received a new mattress under warranty which was also defective, therefore, he requested a refund. He states he requested a supervisor call from Fingerhut but never received a return call. The only communication he has received from Fingerhut has been the billing statements each month. He would like this removed from his credit report.
 
Our records indicate Mr. [redacted] ordered a Serta Queen 18" Raised Airbed with Neverflat Pump with a 1 Year Service Plan on October 15, 2014.
 
We have no record of Mr. [redacted] contacting us in regards to the returning the mattress, however at this time Mr. [redacted] will not be able to return the product for a refund. 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.”
 
Mr. [redacted]’s 1 Year Service Plan began on October 17, 2015. For assistance with this product Mr. [redacted] should contact National Extended Warranty at ###-###-####. His warranty contract number is [redacted].
 
According to an account review completed on July 22, 2016 the bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet.
 
“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 the current balance on Mr. [redacted]’s account is $330.02. A minimum payment of $200.91 is due by August 13, 2016. To make payment arrangements, he may contact of Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

CONFIDENTIAL COMMUNICATION

0in 0pt; text-align: left;" align="left"> 
August 12, 2016
 
Revdex.com of Minnesota                                   �...⇄
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN  55337
 
Re: [redacted]
Case #: [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
 
Ms. [redacted] states her mother opened a WebBank/Fingerhut account in her name, made no payments and the account was sold to [redacted]. Ms. [redacted] states she paid [redacted] and has received written confirmation the bill is paid.  Ms. [redacted] further states she contacted Fingerhut requesting that they update their website to show the bill was paid, but was told there was no documentation that would make Fingerhut update the website or her credit report.  Ms. [redacted] also states she is not eligible for another Fingerhut account. Ms. [redacted] is requesting to have her Fingerhut account report as paid or to have it deleted from her credit report.
 
According to our research, an application for credit was processed online May 5, 2014 in the name [redacted]. Ms. [redacted] was approved with a credit limit of $600.00.
 
Three orders were placed on May 5, 2014, May 14, 2014 and May 19, 2014. The merchandise was shipped to the same address as provided on the application.
 
No payments were received on this account. The account charged off on December 12, 2014 with an unpaid balance of $456.23. The account was sold to [redacted] on January 15, 2015 at which time Fingerhut reported the account to the credit bureaus as “Purchased by Another Lender” with a balance and past due of zero.
 
If Ms. [redacted] logs onto Fingerhut.com to view her account, the account information is still visible as Ms. [redacted] has the right to review it. The balance of $456.23 is accurate as that was the balance at the time the account was sold.
 
Because Ms. [redacted]’s account charged off and was sold, at this time, she is not eligible for another Fingerhut credit account. 
 
According to an account review on August 9, 2016, Equifax and Experian are reporting Ms. [redacted]’s account accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zero. A representative at Trans Union confirmed that they have deleted the Fingerhut trade line.
 
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 further questions regarding her account, [redacted] can be reached directly at ###-###-####.
 
Thank you for allowing us to assist and explain.
 
Sincerely,
 
 
 
 
Kari [redacted]
Executive Care Team
KD/lg

CONFIDENTIAL COMMUNICATION

0in 0pt; text-align: left;" align="left"> 
January 11, 2017
 
 
 
Revdex.com of Minnesota                                   �...⇄
Attn: Ms. [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 Ms. [redacted] regarding her WebBank/Fingerhut credit account ending in 9876. We have included a statement of account activity and a copy of the Terms & Conditions.
 
Ms. [redacted] states that Fingerhut consistently calls 5 times an hour every day and that she has informed Fingerhut her monthly payment would be late because of payroll issues.  Ms. [redacted]’s desired resolution is to have a formal apology and to have Fingerhut change their practices.
 
Our records indicate on November 3, 2014, an application was processed with a representative using Ms. [redacted]’s personally identifiable information. On that same day, an order was placed over the phone for an HP 18.5" All-in-One Windows 8.1 Desktop Computer and a 1 Year Service Plan. The merchandise was shipped via UPS to the same address as on the application. The most recent purchase, totaling $942.94, was placed on August 6, 2016.
 
We have received multiple payments on this account from a checking account ending in [redacted] and Visa debit cards ending in [redacted] and [redacted] all in the name of [redacted]. The most recent payment, totaling $69.99, was received on December 28, 2016 which brought the account to a current status.
 
As of January 11, 2017 Ms. [redacted]’s account is current with a remaining balance of $1,297.21 and a past due amount of zero. The account is showing a minimum payment of $69.99 due by January 18, 2017.
 
According to our research, we attempted to contact Ms. [redacted] starting on December 19, 2016 regarding her WebBank/Fingerhut credit account while her account was in a delinquent status. Based on a call recording dated December 20, 2016, Ms. [redacted] stated, “I will make a payment on the ninth” and ended the call with the agent still on the line.
 
Please note, a valid payment arrangement consists of two parts, a date the payment will be made and the dollar amount to be paid. Ms. [redacted]’s interaction on December 20, 2016 with Fingerhut did not meet the qualifications so collection activity continued.
 
Also note when a payment is not received on our customer’s WebBank/Fingerhut credit account, our Payment Department may phone with payment reminders and if our Payment Department does not speak directly with our customer, they may continue to call until they are able to reach them and discuss the payment that is owed on the account.
 
Also according to our research, contact was made again with Ms. [redacted] on December 26, 2016 regarding her WebBank Fingerhut credit account at which time she informed the representative to stop harassing her and ended the call with the agent still on the line. The representative revoked consent, the same day, on the telephone number associated with Ms. [redacted]’s account ###-###-####. Ms. [redacted] is no longer receiving collection calls.
 
Based on the call logs associated with Ms. [redacted]’s account, all outbound collection calls were attempted between the hours of 8am and 9pm Eastern Time. Our records also indicate Fingerhut never attempted to contact Ms. [redacted] more than six times in a day while her account was in a delinquent status.
 
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 Ms. [redacted]s’ expectations.
 
If we can be of further assistance, Ms. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
 
Kari [redacted]
Executive Care Team
KD/sa
 
Enclosures

font-family: "Arial",sans-serif; font-size: 10pt;">CONFIDENTIAL COMMUNICATION
 
December 29, 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 Blair Private Label Credit Account.
 
In Ms. [redacted]’s inquiry she states her order was not mailed to her until all blazers were available in July.  Ms. [redacted] states that we had shipped some of the blazers to her in March but at a much higher cost than what was first quoted to her.  Ms. [redacted] received a merchandise credit for one of the returns because it was received outside of our 90-day return policy a credit was sent instead of processing to her Private Label Credit Card account.  Ms. [redacted] contacted our customer service department and requested to have the Merchandise Credit reversed and applied to her credit card.
 
Ms. [redacted] placed her order on March 25, 2016 as a group order.  Ms. [redacted] had her orders multiple shipped to 14 different addresses.  Unfortunately, some of the blazers especially in the larger sizes were on backorder until July 2016.  Ms. [redacted] was offered our general group order discount of 15% off per item.  Ms. [redacted] contacted our office on April 20, 2016, stating that she should have received free shipping on each of her orders.  Blair offers to honor one promotion code per order and this was explained at the time of the original order.  As an appeasement, credits were issued for original shipping and taxes, as Ms. [redacted] is at tax exempt status.  The credit amount at that time was in the amount of $156.40 which included $111.89 in shipping costs.  The cost of each Fully Lined Blazer was to be charged $30.59.
 
Returns were made by some of the gift receivers which resulted in several credits, others made exchanges for a smaller size.  This resulted in tax charges not being removed and one order being charged shipping.  As a courtesy, adjustments of $5.90 in tax charges and $8.99 shipping charge was credited to Ms. [redacted]’s Private Label Credit Card.  A credit was issued on December 29, 2016, as we were not aware of another return that was made which resulted in the merchandise credit of $32.43.  The credit was applied to her Private Label Credit Card for that merchandise credit, which has been deactivated.
 
We consider Ms. [redacted]’s order closed.  If additional returns are made a merchandise credit will be issued that are within our 90-day return policy.
 
If Ms. [redacted] has any further questions, she may contact our Customer Service Department at ###-###-####, Monday-Friday 9 am to 9 pm, Eastern Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Renee [redacted]
Executive Care Team

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

CONFIDENTIAL COMMUNICATION
February 10, 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 her WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she purchased a Badger Basket Company Majesty Bassinet - White on April 19, 2015 via the web.
Ms. [redacted] contacted us on May 3, 2015 and informed the representative she spoke with that she was returning the bassinet because it had a sharp edge. We received the return on May 11, 2015, however a reason was not indicated on the return form and, as a result, credit was issued for the price of the bassinet minus a return shipping fee and the original shipping and handling charges.
Our return policy is located in our catalogs and on our website and is as follows:
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer's warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on December 4, 2015 with a balance of $139.26 and then sold to Jefferson Capital on December 30, 2015.
Due to extenuating circumstances related to this purchase, we will be purchasing the account back from Jefferson Capital and closing it. Additionally, we will request that this be removed from Ms. [redacted]'s credit bureau report and advise that this may take up to 60 days to process. A letter will be sent to her address once this has been completed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 6, 2016/02/11) */

CONFIDENTIAL COMMUNICATION

0in 0pt; text-align: left;" align="left"> 
August 10, 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 inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut FreshStart Installment Loan account. We have included a copy of the account activity and Terms and Conditions.
 
Mr. [redacted] states he paid his Fingerhut bill in full and it is not reporting as paid in full on his credit report.  Mr. [redacted] is requesting a refund or the reporting on his account fixed.
 
Our records indicate, on October 8, 2014, an application was processed online using Mr. [redacted]’ personally identifiable information. Mr. [redacted] was approved for a Fingerhut FreshStart installment Loan account with a credit limit of $180.00.  The account did not graduate to a Fingerhut revolving credit account and Mr. [redacted] was extended an offer to retry the FreshStart Installment Loan program.
 
On July 10, 2015 an order was placed online for a Bella Linea 12-Cup Programmable Coffeemaker, Orville Redenbacher by Presto Air Popper and an Elite Double Coil Burner. The merchandise was shipped via UPS to the same address as provided on the application.
 
We received payments on this account from Visa debit card ending in [redacted] and an American Express debit card ending in [redacted] in the names of [redacted] and [redacted] respectively. 
 
The unpaid balance of $116.23 charged off on March 21, 2016 and the account was sold to [redacted] on April 29, 2016. Once an account is sold Fingerhut no longer collects on the debt.
 
Our research indicates a payment was made online in the amount of $116.23 on June 4, 2016 after the account had been sold to [redacted].  The payment was forwarded by Fingerhut to [redacted] on June 6, 2016.
 
Please note Fingerhut does not allow payments to be processed with representative after an account is sold. If a customer chooses to use the United States Postal Service and/or the internet to make a payment to Fingerhut on a sold account, those payments are expedited to the account owner.
 
An account review completed on August 4, 2016 confirms that Equifax, Experian and Trans Union are accurately reporting the account as Transfer /Sold or Purchased by Another Lender with a balance of zero. 
 
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 Mr. [redacted]’ 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 Mr. [redacted] has questions about what [redacted] may be reporting, he may contact them directly at ###-###-####.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
 
Kari [redacted]
Executive Care Team
KD/sa
 
Enclosures

Initial Business Response /* (1000, 13, 2014/10/31) */
CONFIDENTIAL COMMUNICATION
October 30, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms....

[redacted],
I am writing in response to the additional inquiry that we received from your office on behalf of [redacted] order that was not received on his WebBank/Fingerhut Advantage Credit Account.
We have received Mr. [redacted]'s legal affidavit and police report information per our prior request. We have credited the full purchase price including shipping and handling in the amount of $473.98. In addition, we have adjusted the minimum payment due for this month according to the new balance. The minimum payment due is now $14.99 due by November 09, 2014. The remaining balance on the account is $150.50.
I thank Mr. [redacted] for his cooperation in this matter.
Sincerely,
[redacted]
Executive Care Team
VF/jw
Final Consumer Response /* (3000, 6, 2014/10/16) */
10/14/14 I received a letter addressed Oct 11th from Fingerhut "Way to go! You do a great job managing your account... Shop today..."
This is a slap in the face as I am expecting an affidavit and apology-not to mention a letter saying my account has been credited.

June 24, 2016 
 
face="Times New Roman" size="3"> Revdex.com
220 S. River Ridge Circle
Burnsville, MN  55337
 
Re:   D. [redacted]
ID # [redacted]
 
Dear Ms. [redacted],
 
We are writing in response to an inquiry received from your office on behalf of Mr. D. [redacted] regarding a Haband merchandise return.
 
In Mr. [redacted]’s complaint, he states that when he returned his merchandise for a refund that his refund check was short $29.92.  In reviewing his account we show his return was processed and refund check #[redacted] in the amount of $25.08 was issued on June 9, 2016.  There was a reduction in the refund amount of the merchandise value of $29.92 due to a balance that was owed on his account of $9.97 for a previous short payment on order #[redacted], $9.97 on order #[redacted] and $9.98 on order #[redacted].
 
We apologize for any inconvenience Mr. [redacted] feels he has experienced in the handling of this matter.  A refund is being processed in the amount of $29.92 that was deducted from the refund to resolve the balance that was owed to him. We trust that this additional refund will resolve Mr. [redacted]’s issue regarding this complaint.
 
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,
 
JoAnne [redacted]
Haband Customer Service
Bluestem Brands, Inc.

CONFIDENTIAL COMMUNICATION
 
June 2, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] states his computer is not working after the return period timeframe. He states the computer is not a quality product and Fingerhut should stand behind the products it sells.
 
As we have stated previously, the computer Mr. [redacted] purchased on August 16, 2015 is unable to be returned to Fingerhut as we require returns to be make in accordance to our return policy. We also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit.
 
Due to the length of time that has passed since Mr. [redacted] purchased the computer, he will need to contact the product’s manufacturer, Dell, at ###-###-#### Monday through Friday 8AM-9PM with any requests to repair or replace the item
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS           [redacted]

Initial Business Response /* (1000, 5, 2015/12/21) */
CONFIDENTIAL COMMUNICATION
December 21, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted]...


Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] states that she paid off her Fingerhut credit account in July 2015 and she would like her credit report updated to current as of July 2015.
According to our records, Ms. [redacted]' Fingerhut account reports to the credit bureaus after the nineteenth each month. On July 19, 2015, the balance on her account was $63.24, with a past due of $61.96. The account was accurately reported as ninety days late, as only one payment for $10.00 had been received since February 15, 2015.
On July 20, 2015, a $10.00 payment was received. The remaining balance of $53.24 was paid in full on August 11, 2015.
Ms. [redacted]' account is accurately reporting as current with a balance of zero, as of August 19, 2015.
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]' 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.
Ms. [redacted]' account was closed per customer request on December 11, 2015 and will be reported to the bureaus as closed after December 19, 2015. Please allow up to thirty days for the credit bureaus to update this information.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */

Initial Business Response /* (1000, 8, 2014/03/28) */
CONFIDENTIAL COMMUNICATION
March 24, 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.
Our records indicate that an order was placed September 13, 2012 via our website for the Carhartt Fleece Face Mask Hat, the Slendertone Flex Pro Toning System, the 9 Piece Slendertone Gel Pads Refill, and the Jawbone Icon HD Thinker Bluetooth Headset with a One Year Service Plan.
All of the items shipped to a PO Box in Washington DC except the Jawbone Icon HD Thinker Bluetooth Headset which shipped directly from our vendor and was delivered to a street address in Washington DC. A third party source verified that Mr. [redacted] resided at that address in Washington DC at the time of the order and delivery.
As stated in the Terms and Conditions of Mr. [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.
We are not subject to the FDCPA as Fingerhut is not a 3rd party debt collector. However, because payments were never received on the WebBank/Fingerhut Credit Account, the account was sold to [redacted] on May 3, 2013. Because the account is sold, Mr. [redacted] must work directly with them. He may contact [redacted] at [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team

I would like everyone to know when you apply for credit at Fingerhut. It will automatically take 5 points off of your credit. So don't apply for helping your credit. It will hurt you!! I learned this after applying thinking it would help my credit?? No it hurt it, after finding out it hurt my score. I found out that I didn't get approved because I didn't give enough information on my credit request. Finding that out I contacted Fingerhut requesting they take this inquriy off of my credit. They said they couldn't help me. I don't have an account and still have 5 points off of my credit. I think it's a consumers right to know the points that come off of your Credit score right away.

Initial Business Response /* (1000, 5, 2014/07/14) */
CONFIDENTIAL COMMUNICATION
July 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 inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Per Ms. [redacted]'s request, this account was previously closed on May 14, 2014.
Additionally, we are required by federal law to retain all customer information in a secured fashion for five years after a credit account closes. Therefore, we cannot remove Ms. [redacted]'s personal information from our system as she requested.
Thank you for allowing us to explain.

Sincerely,
[redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (3000, 7, 2014/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What is the reason for five years of stored information? That to me is far to long to hold someones info. One year would be sufficient. If an account is closed, a new account would have to be opened...correct? Then I see no reason to hold someones infor that long.

Initial Business Response /* (1000, 16, 2014/08/26) */
CONFIDENTIAL COMMUNICATION
August 25, 2014
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN XXXXX
Re: Case # 57284790 - [redacted], [redacted]
Dear Ms. [redacted]
I...

am writing in response to the inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records support that Ms. [redacted] made two separate payments during her billing cycle of June, 2014. Her account further reflects that for the following billing cycle of July, 2014 no payment at all was received. For this reason, a $13.99 late fee was assessed.
As a reminder to Ms. [redacted], late fees accrue when a payment is received past the scheduled due date or the payment received does not meet the required amount due. This is included in the Credit Account Agreement's terms and conditions that Ms. [redacted] has agreed to, where it states: "the minimum payment is due by the date set forth on the Statement. We will not impose any late charges if you pay at 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."
To clarify to Ms. [redacted], her Fingerhut Advantage Credit Account is an open-end/revolving account, and does not allow for the option to pay it ahead. A payment exceeding the minimum amount due and/or multiple payments made within the same billing cycle may only satisfy the payment required for that month and that month only. As a resolution to this limitation, we recommend that she consider activating an "automatic recurring payment schedule". Many customers feel this provides them the assurance of meeting their monthly payment obligation while also freeing them from any extra time or trouble associated with making an individual payment each month.
As a reassurance to Ms. [redacted], we already made an exception on July 21, 2014 to credit the late fee she received as a result of this misunderstanding. If she has not seen it already, this credit will reflect on a future billing statement. Additionally, there has been no negative reporting to the credit bureaus in regards to this matter.
Thank you for allowing us to explain.
Sincerely,
[redacted]
[redacted]
VF/ah

CONFIDENTIAL COMMUNICATION

March 31, 2016

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 we received from your office on behalf of Ms. [redacted], regarding a WebBank/Fingerhut Credit Account.

Ms. [redacted] states she does not accept Fingerhut’s response and her intention is to file a billing dispute.

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”. 

On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account.

The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part:

“You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:

We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit.”


Thank you for allowing us to explain.

Sincerely,



Kari [redacted]
Executive Care Team
KD/lg

CONFIDENTIAL COMMUNICATION  
letter-spacing: 0pt;">August 9, 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 complaint we received regarding a WebBank/Fingerhut Credit Account for [redacted].    The complaint states that Ms. [redacted] received an incorrect vacuum – she had ordered the Dyson V6 Motorhead Animal Cordless vacuum, but received the Dyson V6 Motorhead vacuum instead. She also states that she is disappointed to have to return the item instead of receiving an exchange or a credit. We apologize for the inconvenience this may have caused.    Our records indicate that Ms. [redacted] did place an order on our website for the Dyson V6 Motorhead Animal Slim Cordless Vacuum in pink, and a 3 year Extended Service Plan on July 21, 2016.   The Terms of Use section of our website 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. We also reserve the right to limit quantities (including after you have submitted your order). We apologize for any inconvenience this may cause you. If you are not fully satisfied with your purchase you may return it in accordance with the terms of our Return Policy which is located under the Customer Service section of our website.   Ms. [redacted]’s complaint indicates she wishes to keep the vacuum that she received. As a courtesy, we have credited Ms. [redacted]’s account $100.00 for that order. She is welcome to keep that vacuum, and will see this credit on her September statement, which is produced on September 5, 2016.   When Ms. [redacted] originally contacted us regarding the item she received, the 3 year service plan she had ordered was canceled. If Ms. [redacted] wishes to add the warranty back to the order for the vacuum she has, she may contact our customer service office at ###-###-####, between the hours of 8:00am and 8:00pm, Central Time, Monday through Friday, before September 21, 2016. There is a limited window in which we can apply a service plan to an order.  
Thank you for this opportunity to explain. 
  Sincerely,   Vi [redacted] Executive Care Team Fingerhut Customer Service