Bluestem Brands, Inc.

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

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

My name is Clarissa Jones and I am a member of Fingerhut. This is an email that I have sent to this company. I have been a loyal member for some months now. I recently ordered a bundle package which included a 40 inch television with the PlayStation 4. When apparently there was some mix up and I only received the television. I received a slip with the television. The slip only had the information for the television. So apparently the PlayStation was never sent along with the television. It disappeared I guess while it was in their warehouse. I have called repeatedly to try to get something resolved and I was told that basically there is nothing that this company can do, except send me out an affidavit stating that I never received my merchandise. I have to wait until the 12th when I was told to call back again. I’m confused by this if the company has to contact UPS to make sure they never received the product then how come someone can’t contact me once this is done? Why this particular date? Also, why do I have to reach out to you the burden should be on them to contact me and get this taken care of as soon as possible. It seems like they really don’t care at all about their customers. I am very unhappy about this. I even called to speak to a supervisor and I was told that I would receive a call back which I am still waiting for. Their customer service department is the worst. I felt like I was being talked down to like I was slow or something.
The way that this was packaged makes no sense to me. I would think that these two things that are so expensive would have their own tracking number. If this was handled the correct way then this would not have caused so much confusion.
I will not be buying anything else from this company. I am paying off my balance and then I am done. I am very disappointed with the way I felt I was treated. Companies need to realize that the way complaints are handled can mean the difference between repeat customers and cancelled accounts.
Sincerely,
Clarissa Jones, a very dissatisfied customer.

CONFIDENTIAL COMMUNICATION
Arial;">November 14, 2016                                       Revdex.com of Minnesota                                   �...⇄                                         ...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337     Re: Case # [redacted] – [redacted]     Dear Ms. [redacted],   This letter is in response to the customer complaint filed with the Revdex.com by [redacted], regarding a WebBank/Fingerhut Credit Account.    In the complaint our customer stated they purchased a faux Christmas tree from Fingerhut on September 23, 2016. After receiving the item our customer emailed Fingerhut on September 30, 2016 inquiring about a missing item that was advertised at www.fingerhut.com as being included with the Christmas tree. They were told that the issue would be referred to another department. Since they did not hear back they contacted the Fingerhut Chat Line the next week, and again were told the issue would be referred. On October 28, 2016, our customer contacted the Fingerhut Chat Line again and was told that the Christmas tree did not include the advertised item.   Our records indicate our customer placed an order on our website at www.fingerhut.com for item number TC430 7.5' Prelit Tiffany Fir Feel-Real Christmas Tree on September 23, 2016. When the order was placed the item was advertised that it included a Storage Container. We have investigated the issue and have subsequently changed the description to state item is packed in a Reusable Storage Carton.     Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide.  We apologize to our customer for not responding in a timely fashion, and for any inconvenience we may have caused.   Our records indicate Mr. [redacted] was offered a $50.00 Discount Coupon for the inconvenience and refused. We would like to offer this to Mr. [redacted] again. If he wishes to accept it, he may contact our customer service department at www.fingerhut.com/customerservice or by calling us at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday.     Sincerely,     Vi [redacted] Executive Care Team Fingerhut Customer Service

CONFIDENTIAL COMMUNICATION

April 28, 2016

Revdex.com of Minnesota                                   �...⇄ Customer #: [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].

Earlier today, our representative spoke with a contact in the records office of the Nashville Police Department who was able to validate Ms. [redacted]’s police report to the extent necessary to satisfy the information required for our purposes. Her claim was approved and the full purchase price of the order was credited as a result.

The related interest charges and late fees were also credited, and Ms. [redacted]’s account reflects a $0 balance as of this response. In addition, there has been no negative report to the credit agencies as a result of this issue. Ms. [redacted]’s account has already been closed per her earlier authorization. 

Thank you for allowing us to explain.

Sincerely,



Vi [redacted]
Executive Care Team

CONFIDENTIAL COMMUNICATION  
October 26, 2016                                                              ...

                                                                                  # [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 inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.   Mr. [redacted] indicates he purchased a security system and was advised he would be receiving additional accessories with the item. Upon receiving the item the additional cables were not included. Mr. [redacted] would like to have the additional cables sent to him or a credit of $150.00 to purchase the additional accessories.   Our records indicate Mr. [redacted] placed an order on our website on September 13, 2016 for a Foscam Amcrest 650TVL 8-Channel 1 TB Video Security System which totaled $396.98 with shipping and handling. The item shipped directly to the address we have on file for Mr. [redacted].   Additionally, Mr. [redacted] contacted us on September 13, 2016 to ask how many cables he would be receiving with the security system. While the agent was reviewing the information Mr. [redacted] stated on our website the specifications listed two 100 ft. cables and two 60 ft. cables were included however, the image of the package contents indicated that eight 60ft. cables were included. The agent advised Mr. [redacted] that he would be receiving exactly what was listed on the content list on the package. Mr. [redacted] requested to speak with a supervisor and the agent transferred Mr. [redacted] to a supervisor. When Mr. [redacted] shared his concern with the supervisor she advised him she would check with a merchandise specialist for further clarification regarding the additional cables.   On September 16, 2016 Mr. [redacted] contacted us again and requested the additional cables to be sent to him. On September 19, 2016 we sent an email to our vendor and requested them to send the additional cables if they should have been included or to send us updated specifications if the additional cables were not included. We received confirmation from our vendor that the security system includes eight 60 ft. cables and the specifications for the security system were updated on our website on October 4, 2016.   Customer Service is one of our top priorities and we sincerely apologize for any inconvenience Mr. [redacted] may have experienced. As a courtesy, we have issued a credit of $60.00 to Mr. [redacted]’s account to help offset any additional expense Mr. [redacted] may incur with the purchase of the additional cables.   If Mr. [redacted] has further questions or concerns he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT.
 
Thank you for allowing us to explain.   Sincerely,     Vi [redacted] Executive Care Team VF/bw

My name is [redacted]. I sent Fingerhut an email telling them that their "Negative [redacted]" television commercials were extremely offensive to me. Those hurtful commercials are still on the air, and I have not gotten any response to my email, other than an acknowledgement of its receipt. How is their offensive use of my name any more permissible than a racial slur?

I am rejecting this response because: 
i'm going to pay for an item I returned until it's payed off idon't get my disablity check til next month
i'll send the payment of the amount owed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 
I guess there ain't nuttin I can do about it but why does it take going to the Revdex.com to get an honest responce from someone at there company is beyond me

Initial Business Response /* (1000, 5, 2014/05/23) */
Revdex.com of Minnesota Customer #: [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] ([redacted]) regarding her CitBank/Fingerhut credit account.
Ms. [redacted]'s account went delinquent while the defective merchandise was being repaired.
Our research shows that Ms. [redacted]'s account was being reported delinquent January 2008 to February 2008.
We sent an electronic update to Equifax and Transunion on May 19, 2014 removing the negative reporting due to this issue. Please allow 30 to 60 days for the bureaus to update the new information.
If Ms. [redacted] has further questions or concerns, Ms. [redacted] may call our Credit Bureau Reporting Department at [redacted]. Their hours are; Monday through Thursday 7:00am - 6:00pm Central Standard Time (CST); Friday 7:00am - 4:30pm CST.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team

Initial Business Response /* (1000, 7, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3, 2016
# [redacted]
Revdex.com of...

Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]- [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on March 29, 2015 for a 7 Pc. Alcove Savannah Patio Set. The total for this order including shipping and handling, and after the promotion code was applied, was $475.98. On April 3, 2015, Mr. [redacted] contacted our Customer Service Department and advised the agent that some of the chairs were received damaged. After discussing the damage with Mr. [redacted], the agent credited $40.00 for the damaged chairs. On April 16, 2015, Mr. [redacted] spoke with another agent via the Chat feature on our website regarding the chairs. The agent credited an additional $45.00 to the order and Mr. [redacted] advised the agent he would keep the chairs with this applied discount. On November 24, 2015, Mr. [redacted] spoke with another agent via chat and was credited an additional $50.00, as a courtesy.
Our return policy is listed in our catalogs and on our website and is as follows:
"We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer's warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return.
There is no upfront fee when using the return label. There is no fee for using the return label if you received a damaged of defective product or in the case of a shipping error. The final determination of product condition is subject to our inspection. Return fees not covered by Fingerhut will be deducted from your credit based on the weight of the package. The original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error."
Due to extenuating circumstances, we advised Mr. [redacted] that we would send return labels as a courtesy, even though the return was outside of our return policy. Return labels were sent on the following dates: January 19, 2016, February 4, 2016, February 11, 2016 and February 19, 2016 to the address we have on file. On February 19, 2016 Mr. [redacted]'s spouse spoke to a supervisor and requested packaging to return the patio set in. We have no way of providing packaging materials to return items in.
As a courtesy, we have issued credit for the remaining balance of $340.98 for the patio set. Mr. [redacted] does not need to return the patio set. The credit will appear on a future billing statement.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 9, 2016/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance into this matter as the refund is a fair solution.

I have been a customer with Fingerhut a couple years. I recent moved out of state and wanted to update my address. I went to the website and it said that I was unable to do it online and would have to call a number for customer service.
I have spoken with 4 different people trying to update my address. The first person, verified my old address and being correct and then put me on hold for 10 mins. He comes back and asks me for my updated info....I give it to him and he puts me on hold again for another 10 mins. He comes back again and tells me I have to go to verification. Ridiculous! I had to end the call.
I called again a few days later when I had more time to wait...I spoke with 1 lady who put me on hold for 15 mins, then hung up on me. I called back and spoke to a guy and told him I needed to update my address...verified my old address first...he put me on hold agaiin, then he comes back and tells me to verify the last 4 of my soc....understandable. Hold again, then he ask for my whole social and continues to ask me 5 security questions. I am not sure why they need to ask me 5 security questions when I already have an account with them in the first place. He tells me after I answer the questions...nothing matches and he is unable to update my address. I could not believe why it is so hard to update my address with this company! What a joke! I told them to close my account! I will not be doing business with them no longer!!!

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> June 24, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] states he placed an order on May 28, 2016 for a [redacted] Smart TV. On June 6, 2016 he received the incorrect TV. He claims he contacted Fingerhut and returned the merchandise. He wanted the correct TV to be sent to him, but his order was cancelled. He had made payments for the TV and wanted to have this refunded to him. He would like to have the correct product sent to him or a refund of his payment.
 
Our records indicate Mr. [redacted] placed an order for a [redacted] 24” 720p LED Smart TV on May 28, 2016. On June 6, 2016 Mr. [redacted] contacted Fingerhut stating he did not receive the correct TV. On June 7, 2016 a prepaid label was sent to Mr. [redacted] to return the TV. The agent Mr. [redacted] spoke with placed an order at no charge for the correct TV. This was not properly handled, as we need to receive the return before sending a replacement item.
 
On that same date, the error was caught and the order was cancelled. We apologize for this error of one of our agents. This has been brought to our attention and corrective measures have been taken.
 
We received the return from Mr. [redacted] on June 15, 2016. The full merchandise price of $182.88 was credited to Mr. [redacted]’s account. The return shipping/handling of $23.95 and the original shipping/handling amount of $19.99 was credited on June 16, 2016.
 
Mr. [redacted] made a payment on June 3, 2016 for $200.00. Once his account was credited for the returned merchandise, this created a $200.00 credit on his account. On June 13, 2016 the credit of $200.00 was issued to Mr. [redacted]’s credit card ending in 2732.
 
If Mr. [redacted] would like to replace the order for the TV or any other products, he may do so online at www.Fingerhut.com or contact Fingerhut Order Line at ###-###-####.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

CONFIDENTIAL COMMUNICATION

May 27, 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] has stated she is rejecting our previous response due to the fact the Dell Inspiron 15.6" HD 4GB Windows 10 Laptop Computer was defective and not used very often. Ms. [redacted] is once more requesting a refund and insists that she returned it to us within the 90 day timeframe. She has indicated that she is disappointed in the customer service she received, specifically that we did not call her about the issue.

Please understand, our return policy states that computers have to be returned within the 30-day home trial period. This applies to both credit and exchange. Ms. [redacted] placed the order for the laptop computer on March 5, 2016 and it was returned to us in the mail stream on April 26, 2016 (and the return was processed on April 28, 2016). Consequently, we are unable to make an exception to our thirty day return policy by accepting the computer as a return. We were not contacted by Ms. [redacted] prior to April 26, 2016 when the computer was returned to us. While we sympathize with Ms. [redacted]’ situation, we are bound by our company’s policies and procedures.

Our return policy is as follows:

We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return.

Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period.

We are sorry to hear that Ms. [redacted] has been disappointed with our customer service. 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]’ expectations.

Again, we ask that Ms. [redacted] please refer to the manufacturer’s information received with her product and contact them to report the problem. The contact number for Dell is ###-###-####, representatives are available Monday-Friday 8 am - 9 pm.


Thank you for allowing us to explain.

Sincerely,



Vi [redacted]
Executive Care Team

VF/jm

Initial Business Response /* (1000, 5, 2014/10/28) */
CONFIDENTIAL COMMUNICATION
October 28, 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 inquiry that we received from your office on behalf of [redacted] regarding the charges on her Visa card.
Debit card transactions have two stages. The first stage is called the Authorization. This stage simply verifies that the funds are available and that they can successfully be transferred out of the account. This step occurs at the time the order is placed and no funds are actually transferred at this time. However, depending on the card issuer or bank, a funds hold may be placed on the transaction amount to ensure that the money is available for the next stage.
The second stage is called the Settlement. For Fingerhut customers, this occurs at the time the order ships. When the order has shipped, the funds are debited out of the account or card and transfered to Fingerhut.
In this case the second step did not occur as the order was confirmed to be cancelled on October 19, 2014.
It typically takes 7-10 days for a funds hold to be released on a bank or credit card transaction. Since this may vary based on the card issuer and bank policies, we recommend that Ms. [redacted] contact her bank and Visa for more detailed information.
We apologize that we were unable to do more to facilitate this process for Ms. [redacted]. As we have stated, however, we are not in possession of Ms. [redacted]'s funds at this time.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

CONFIDENTIAL COMMUNICATION

Roman" size="3"> April 15, 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.

We are sorry to hear that the Samsung Galaxy Tab 3 Lite Android Tablet Ms. [redacted] received was defective. Our records indicate the tablet was ordered on November 14, 2016 and shipped on November 16, 2016. We were notified of the defective tablet on February 1, 2016, which is outside of the 30 day home trial period. Per our return policy, tablets must be returned to us within 30 days. While we were offering an extended home trial during the holiday season, this allowed for exchange or refund through January 31, 2016.

Because Ms. [redacted] notified us one day after the deadline, we will make an exception by accepting the return.
Fingerhut provides a convenient prepaid return label with the product. If Ms. [redacted] no longer has this, she can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com. She should mark the box indicating the product is defective. If she needs any further assistance with obtaining the label, she may call our Executive Care Team at ###-###-####. Once we receive the tablet, a prompt exchange will be made.


Thank you for allowing us to explain.


Sincerely,




Vi [redacted]
Executive Care Team

VF/jm                                     �...⇄



[redacted]

I have ordered one time from Fingerhut. When I received my items a number of them did not fit properly so I returned them. I only kept a total of two items which totaled $71.99. Fingerhut did credit my account for the returned items but did not credit the $80.00 shipping charge. I have paid a total of almost $200 because they continue to charge me late fees on shipping charges. I would never order from this company again and I do not recommend anyone else order from them. It is a scam.

I am rejecting this response because:
They have not substantiated anything. Anyone can open an account online. Jefferson Capital (whom they supposedly sold the account to) cannot substantiate the account either.
I will be filing a lawsuit.

Initial Business Response /* (1000, 5, 2014/08/06) */
CONFIDENTIAL COMMUNICATION
August 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.
Mr. [redacted]' s account reflects an order for a 2 Leggett and Platt Twin/Full Bed Frame, a Hillsdale Tiburon Bed Set - Queen, 2 Lasko 36" Tower Fan's with Remote, a Lasko Wind Curve 42 in. Tower Fan and a Diamond Loft Mattress Pad - Queen was placed on June 19, 2014.
Mr. [redacted] states he had a deferred payment offer from us for "no payments until September, 2014" for this order. We show this order was placed on our website and Mr. [redacted] would have been prompted at "order checkout" to enter either a catalog number or promotion code before our system could apply the deferred payment offer to the order. Mr. [redacted] spoke to one of our customer service representative on June 19, 2014 and was given the catalog code to use when entering his order so the payment deferment would be applied to his order.
Mr. [redacted] spoke to one of our representatives after he placed the order and cancelled one of the Leggett and Platt Twin/Full Bed Frame's and an order for a Queen Bed Frame was placed on June 20, 2014 via our website.
Mr. [redacted] contacted us again on June 27, 2014 to inform us he was missing screws and brackets, a request were completed this same day to send Mr. [redacted] his missing parts.
Our records indicate that Mr. [redacted] contacted us on June 25, 2014 to inform us that the deferment was not applied to his order. Unfortunately, Mr. [redacted]'s account was not handled correctly and the deferment was not processed correctly causing his account to fluctuate in balance.
Mr. [redacted] received collection calls because a payment was not received on his account. Unfortunately, our collection representatives do not have the capability of transferring to a customer service supervisor. Mr. [redacted] was informed during these calls that he needed to contact customer service. Our records also indicate that Mr. [redacted] called into our collections department and was also told that he would need to contact customer service to speak to a customer service supervisor.
We complied with Mr. [redacted]'s request and made the necessary adjustments to the account. To confirm, the deferred payment has been successfully applied to the order, and Mr. [redacted] will not need to make any payments towards the order until October of 2014.
After careful review of Mr. [redacted]'s account, our records indicate that no negative information was reported to the credit bureau regarding his account in relation to this matter
I have mailed under separate cover a $50.00 Discount Coupon for Mr. [redacted] to use towards a future order. I hope that he will accept this coupon with my sincerest apologies. 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 Mr. [redacted]'s expectations.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca

Initial Business Response /* (1000, 5, 2014/04/04) */
CONFIDENTIAL COMMUNICATION
April 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 the inquiry that we received from your office regarding [redacted].
Our records indicate that an order was placed on October 22, 2013 via our website for the Samsung Galaxy 10.1" Tablet with Google Play.
Our records also indicate that the Samsung Tablet was returned and received by us on December 16, 2013. It is noted on Mr. [redacted]'s WebBank/Fingerhut Credit Account that the return was received on December 16, 2014 with a shattered screen.
On December 17, 2013, a letter was mailed to Mr. [redacted] stating that we would not issue credit for the return and that we would hold the Samsung Tablet until January 17, 2014 and we would dispose of it on that date if Mr. [redacted] did not contact us to return the item to him.
On December 24, 2013, Mr. [redacted] contacted us indicating that he wanted the Samsung Tablet returned to him.
Mr. [redacted] contacted us on January 27, 2014 stating that he had received the Samsung Tablet and the condition that it was in. As stated above, when we received the Samsung Tablet return, the screen was shattered.
When Mr. [redacted] spoke with our Customer Service Representative on January 27, 2014, she advised Mr. [redacted] that he could return the Samsung Tablet for credit as an exception. A Postage Paid Return Label was mailed to him on January 30, 2014 for the return.
Because Mr. [redacted] was advised that he could return the Samsung Tablet and a return label was mailed to him, I have credited his Fingerhut Credit Account for the return as well as the accrued interest charges. He will see the credits on his April 9, 2014 monthly billing statement.
For future reference, our return policy is located in our catalogs, on our website and on the back of our packing slips.
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."
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 games, air conditioners, Holiday decorations, heaters and generators must be returned within the 30 day home trial period.
I sincerely apologize for any confusion this matter may have caused.
Thank you for this opportunity to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas