Bluestem Brands, Inc.

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.

Initial Business Response /* (1000, 7, 2015/03/02) */
CONFIDENTIAL COMMUNICATION
March 2, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Credit Account.
Ms. [redacted]'s account reflects that only a single purchase was made for a Bearpaw Women's Emma 10-inch Boot on November 7, 2012. We received the boots as a return on January 16, 2013 for the reason that they did not fit as expected, and Ms. [redacted] received credit for the full merchandise price. However, per our return policy, "the original shipping/handling is nonrefundable on return merchandise if the item it not damaged, defective or in the case of a shipping error."
For this reason, Ms. [redacted]'s account continued to carry a balance for the $13.99 shipping/handling cost, despite no longer having Fingerhut merchandise. For each month the minimum payment was not received by the due date, a late fee accrued, and interest accrued at the beginning of each billing cycle per the terms and conditions of the Agreement. These charges, along with the shipping/handling, constituted her outstanding balance.
The payoff amount that was valid if payment was made on or before her due date of February 24, 2013 was $15.24. We received a $15.24 payment, but not until April 14, 2013. Late fees and interest had accrued in the meantime, and Ms. [redacted] remained responsible for the outstanding debt.
On the reverse side of each monthly billing statement are a series of disclosures 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."
Had we received written notification from Ms. [redacted] within 60 days of her being aware that the $15.24 payment did not pay her account in full, we could have reviewed the possibility of settling her account to a $0 balance. However, we did not find any evidence of being notified of the dispute as required in writing, and Ms. [redacted] remained obligated to make the minimum payment each month as shown on her statements.
Billing statements were sent each month via regular U.S. Mail to Ms. [redacted]'s address on file of [redacted]., Nicholasville, KY 40356, the same address on her inquiry filed with your office.
As the account went unpaid for over six consecutive months, it moved to a charge-off status on September 28, 2013. It was then sold to Jefferson Capital on July 30, 2014. As such, it is no longer in our possession and we no longer have the right to service it; Ms. [redacted] should contact Jefferson Capital directly at[redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
 
June 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] states the number he wanted to remove from his contact information is still appearing on our website under his account.
 
As we have stated previously, the secondary phone number on his account has been removed from our call list on June 16, 2016. We will not be placing any further telephone calls to that number, however we cannot delete the number from your account. If Mr. [redacted] would like to change the number on his account he can contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8AM-8PM Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Initial Business Response /* (1000, 7, 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.

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?

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

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

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

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

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

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

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

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]

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, 7, 2015/08/17) */
CONFIDENTIAL COMMUNICATION
August 11, 2015
Revdex.com of Minnesota # XXXXXXXXXX
Attn: [redacted] S [redacted] XXXXX
Re: Case # [redacted] - [redacted]
Dear Ms....

[redacted]
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that on November 26, 2014 Ms. [redacted] ordered a NCAA Fairway Stand Golf Bag. This item was then returned on December 22, 2014. We received the return, however there was a delay in credit being applied to Ms. [redacted]'s account. Ms. [redacted] was issued full credit for the item on July 31, 2014. In addition to the credit, we also credited finance charges that were accrued by this item.
We sincerely apologize for the delay in issuing a credit to Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account. However, Ms. [redacted] made an additional purchase on November 29, 2014, for which we did not receive payments beyond January 9, 2015.
When a payment is not received on our customer's WebBank/Fingerhut Credit Account, our Payment Department will phone with payment reminders and if our Payment Department does not speak directly with our customer, they will continue to call until they are able to reach them and discuss the payment that is owed on the account.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on August 7, 2015. As of the date on this letter the minimum due is $362.24.
We have updated the information on Ms. [redacted]'s credit reporting to reflect the change in balance due to the delayed return of the item outlined above. We advise to allow up to 60 days for the update to process.
Thank you for allowing us to explain.
Sincerely,
[redacted]
VF/KS
Initial Consumer Rebuttal /* (3000, 9, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made numerous attempts to resolve this matter with fingerhut. All of which went unanswered. I had been hung up on several times by their customer service department and I informed them that I will not be making a payment until this matter was cleared. I do not understand why it took 8 months for this matter to be resolved. Why is it okay for the company to take their time to repay the customer, but not okay for the customer to get angry with the business for the same problem. My husband and I made several attempts to contact fingerhut, when calling from my phone the number would say the department was closed and to try back another time. My husband was able to get to customer service by using another number, to which we can only assume my number was blocked. Making it impossible for this issue to be resolved. I do not appreciate the negative credit reporting on my account nor do you think this account should have been sent to collections. I do not understand how this is not a criminal act against the consumer. This account balance needs to be cleared I have more then paid my debt to this company with the time and energy spent trying to make this right. They should be ashamed of their actions.
Final Business Response /* (4000, 11, 2015/08/25) */
CONFIDENTIAL COMMUNICATION
August 20, 2015
Revdex.com of Minnesota # XXXXXXXXXX
Attn: [redacted] S [redacted] XXXXX
Re: Case # [redacted] - [redacted], Gina
Dear Ms. [redacted]
I am writing in response to the further inquiry we received from your office on behalf of Ms. Gina [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we stated in our last letter, our records indicate that on November 26, 2014 Ms. [redacted] ordered a NCAA Fairway Stand Golf Bag. This item was then returned on December 22, 2014. We received the return, however there was a delay in credit being applied to Ms. [redacted]'s account. Ms. [redacted] was issued full credit for the item on July 31, 2014. In addition to the credit, we also credited finance charges that were accrued by this item.
We would like to sincerely apologize again for the delay in issuing the credit her Ms. [redacted]'s account.
As we have previously stated, Ms. [redacted] made an additional purchase on November 29, 2014, for which we did not receive payments beyond January 9, 2015. Ms. [redacted] is responsible for payments on this item.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on August 7, 2015. As of the date on this letter the minimum due is $362.24.
Additionally, as Ms. [redacted] is aware we have updated her credit report reflecting the change in balance. As previously stated Ms. [redacted] should allow up to 60 days for the update to process.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS

Initial Business Response /* (1000, 8, 2015/01/20) */
CONFIDENTIAL COMMUNICATION
January 19, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry that we received from your office on behalf of Ms. [redacted] regarding her Fingerhut FreshStart Account issued by WebBank.
Ms. [redacted] has a Fingerhut FreshStart Account issued by WebBank it is designed to assist potential customers that don't currently qualify for a revolving WebBank/Fingerhut Advantage Credit Account. This program is a closed-end installment loan. The customer makes a purchase that is within their assigned credit limit, pays it off in installment payments and then may qualify for a revolving credit account. A $30.00 down payment is required when the order is placed.
Our records indicate that Ms. [redacted] was issued a credit limit of $180.00 and placed an order for an Alcove Harlow 30pc Super Set - Queen on December 7, 2014 via the web totaling $192.98. Since Ms. [redacted] went over her credit limit and the total balance was charged to her Checking/Savings account.
Ms. [redacted] needed to stay within her credit limit for the purchase to be applied to her Fingerhut FreshStart account and the $30.00 down payment would have been applied to her account. I would like to explain that the $30.00 down payment cannot be used to lower the initial balance so that it would fall within the credit limit. The initial purchase would still need to be within the credit limit of the account.
Ms. [redacted] cancelled her order on December 9, 2014, it is our policy to hold a payment for 10-days prior to issuing a refund to ensure the payment clears prior to issuing the refund.
We sincerely apologize for the excessive delay in refunding Ms. [redacted] her payment. I have requested that a credit in the amount of $192.98 be issued to the same account ending in 1613 that was used to place the order. She should allow three to five business days to receive the credit.
To comply with Ms. [redacted]'s request in the inquiry, we have now removed her name from our mailing list. Please understand, however, that our contact lists are prepared several weeks in advance, and it may take up to four to six weeks for the solicitations to completely stop.
Total customer satisfaction is a goal we strive daily to achieve, so we again apologize for having fallen short of this mark with Ms. [redacted]. We appreciate her patience and understanding.

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

CONFIDENTIAL COMMUNICATION

face="Arial" size="2">
March 24, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.

Our records indicate an order was placed on February 25, 2016 which included the Hamptons Bathroom Floor Standing Storage Cabinet, Style Station, Suncast Patio Storage Bench, Pregnancy Warning Metallic Wall Art and the Crystal Art Beer/Coincidence Wall Art. The billing and shipping address on this order was [redacted] Washington, DC. 20032. After the order was placed, Ms. [redacted] contacted us to cancel the order due to a change in her billing and shipping address. The cancellation was completed and a new order was placed with her updated billing and shipping address.

As part of our order processing, our Credit Risk Department reviews orders to ensure proper validation and verification occurs prior to the order shipping. Since the change of address was completed at the time of the order being placed our Credit Risk Department was unable to validate Ms. [redacted] at the new address which resulted in her order(s) being cancelled.

The order for the Hamptons Bathroom Floor Standing Storage Cabinet has been placed per Ms. [redacted]’s request. As a courtesy we will honor the price Ms. [redacted] was originally charged for the Storage Cabinet. We will also honor the promotion code discount of $10.80 and the original shipping and handling charge of $9.99. Please allow up to two billing cycles for the credits to appear on the monthly billing statement.  Please note express shipping does not apply for this item due to its weight.  We are sorry for the inconvenience.

The expected delivery date of the Storage Cabinet is April 4, 2016. We appreciate Ms. [redacted]’s patience and
thank you for allowing us to assist and explain.


Sincerely,


Vi [redacted]
Executive Care Team
VF/bw                                     �...⇄
[redacted]