Bluestem Brands, Inc.

Initial Business Response /* (1000, 7, 2015/06/05) */
CONFIDENTIAL COMMUNICATION
June 4, 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 Advantage Credit Account.
It is in regards to her order dated April 9, 2015 for a Panasonic Viera 32-inch 720p LED TV. United Parcel Service (UPS) tracking number [redacted] confirms that they fulfilled the delivery obligation when it was delivered to Ms. [redacted]'s address provided on the inquiry on April 13, 2015 at 11:10 a.m. local time.
On April 28, 2015 Ms. [redacted] accessed the live chat service on our website first notifying that she did not receive the TV. On the same date, the chat agent sent an affidavit of merchandise not received, which arrived back to us fully completed on May 20, 2015.
However, due to the substantial monetary value of the TV, we require a police report to complete the investigation. Disclosed in the instruction letter that came with the affidavit was, "We also need you to file a police report with your local department. If you cannot file a police report, please provide the case number, date of the report, officer's name and phone number."
We are aware of Ms. [redacted]'s claim that she was refused a police report and advised to dispute it with the shipping carrier because "UPS lost the package." We contacted UPS regarding this matter; they advised that there is no evidence to support that they lost and instead shows they delivered the TV as agreed. If Ms. [redacted] cannot obtain a report, we would need the name and phone number to her local precinct, the name and badge number of the officer that she contacted.
To expedite, Ms. [redacted] may fax the report/pertinent information to 1-952-607-3245, Attn: Andy or by regular mail to [redacted] St. Cloud, MN 56303. Once received, we will further investigate this matter.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 9, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
One of the neighbors has the tv. She lives in apartment [redacted]... but I live in [redacted]B.
I will return the tv back to fingerhut. I don't want it.

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

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

in response to the inquiry that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
After fully reviewing Mr. [redacted]'s remarks, I appreciate the opportunity to offer an explanation.
Mr. [redacted] holds separate credit accounts for two of our retail brands, Fingerhut and Gettington. The monthly charges appearing on both accounts that Mr. [redacted] is questioning are the fees associated with his active memberships in SafeLine Plus. The reason these charges may vary from month to month is because they are dependent upon the customer's monthly account balance.
Our records show that Mr. [redacted] elected to enroll in SafeLine Plus for his Fingerhut Account via the Fingerhut website on December 1, 2012; likewise, he enrolled for his Gettington Account via the Gettington website on November 29, 2012. Additionally, Mr. [redacted] would have received a SafeLine Welcome Packet by regular mail or e-mail, and the charges are clearly labeled on his monthly billing statement. For these reasons, all Safeline fees were validly billed to Mr. [redacted]'s account and will not be credited.
For immediate assistance with any further questions that Mr. [redacted] may have about this program, including cancellation, we recommend he call the SafeLine servicing team directly at [redacted]. More information about this program can also be found by logging in to "My Account" at www.fingerhut.com.

Once again, thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION   December 27, 2016
black;">                                  �...⇄ # [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.   Ms. [redacted] indicates she had previously requested that an order be deferred, that she was advised it would be done, but that it was not. She states that she has been emailing about it since October and that her account is past due, and it has impacted her credit report.   Our records indicate Ms. [redacted] had a balance of $694.66 on her account before she made the October 12, 2106. The statement that was produced on October 6, 2016 indicated this balance, with a minimum payment of $46.99 due by November 2, 2016.   Ms. [redacted] then placed an order on our website on October 12, 2016, totaling $648.97. She contacted us on October 20, 2016, and her order was deferred.   Ms. [redacted]’ November statement reflected this deferral, showing an amount of $666.01 as the New Deferred Balance in the Deferred Payment Summary section. In addition, the section of the statement labeled Interest Charge Calculation clearly defines the amount of deferred purchases and the amount of non-deferred purchases, including the interest charge for each. In this case, the non-deferred purchase amount was $687.40 and the deferred purchase amount was $439.62.   On that same statement, Ms. [redacted]’ Minimum Payment Due of $73.98 included a past due amount of $26.99 which was due on December 2, 2016.   As a portion of the balance was non-deferred, a minimum payment was and is due on it. Additionally, each time the minimum amount due is not paid on time, a late fee may be assessed and the account may be reported delinquent to the credit bureaus, as outlined in the terms and conditions of the account.   Our records reflect that Ms. [redacted]’ account currently has a minimum payment of $120.97 due by January 2, 2017.   Ms. [redacted] may make payment arrangements by contacting us at ###-###-####, between the hours of 7:00am and 9:00pm, CT.   Thank you for allowing us to explain.   Sincerely,   Vi [redacted] Executive Care Team

Initial Business Response /* (1000, 7, 2014/03/19) */
CONFIDENTIAL COMMUNICATION
March 18, 2014
Revdex.com of Minnesota
Attn: [redacted]
220 South River Ridge Circle
Burnsville, MN 55337
# [redacted]
Re: Ms. [redacted]
Case# 57274360
Dear...

Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted]
regarding her WebBank/Fingerhut Account.
On April 9, 2013 Ms. [redacted] placed an order for a Unisex 10K Gold 4mm Lightweight Wedding Band size 5. On April 24, 2013 she contacted us over the phone advising us that she wanted to return the item for exchange and she was advised to follow the return instructions that were included with her order. We received the return of the item on May 2, 2013 and upon inspection of the item it was determined to be bent. On May 10, 2013 a letter was sent to Ms. [redacted] advising that due to the condition of the ring when it was received we would not be able to issue credit or send an exchange and if she wanted it returned to her to contact us. On May 28, 2013 Ms. [redacted] contacted us regarding the return of the ring and requested that the ring be returned to her. On June 4, 2013 the ring was returned to Ms. [redacted].
Per the information received from Ms. [redacted] she did send the ring to the National Extended Warranty Company for repair and when she received it back from the warranty company she returned it to Fingerhut. When the item was received for the second time on August 8, 2013 and her account had been notated as receiving the ring as damaged previously it was disposed of on August 12, 2013.
We have reviewed the notes regarding the return of this ring and it has been determined that we will issue credit for the ring and interest charges that were billed to her for this order. Ms. [redacted] will see these credit adjustments on her March 19, 2014 billing statement.
We are sending Ms. [redacted] a $50.00 promotional coupon in the mail as a goodwill gesture due to any inconveniences she incurred due to this order.
Thank you for allowing us to explain.
Sincerely,
[redacted]
VF/rsh

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

negative

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]

Initial Business Response /* (1000, 5, 2015/07/02) */
CONFIDENTIAL COMMUNICATION
July 2, 2015
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]'s account indicates that he ordered a South Shore Full Platform Bed - Black and a Sensorpedic 3" Deluxe Full Memory Foam Topper on May 18, 2015 via the web.
Our records indicate that Mr. [redacted] contacted us on May 22, 2015 and informed us he wanted to return the
Sensorpedic 3" Deluxe Full Memory Foam Topper, that it was not what he expected.
Mr. [redacted]'s account indicates that he contacted us June 7, 2015 to advise us he was returning the South Shore Full Platform Bed - Black.
Our records indicate that we received the Sensorpedic 3" Deluxe Full Memory Foam on June 3, 2015. His account was credited for the merchandise price on the same day. However, the original shipping and handling is non-refundable on return merchandise. Per our return policy, the shipping and handling on the items is non-refundable because it was sent back to us for a "non-qualifying" reason (an example of a "qualifying" reason would be for defects or damages not caused by the customer, which in most cases Fingerhut covers this cost.)
Our records indicate a credit for the South Shore Full Platform Bed - Black was issued to Mr. [redacted]'s account on June 19, 2015.
Fingerhut's Return Policy

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.
As a one-time exception to our policy we have issued a credit to Mr. [redacted]'s account for the original shipping and handling, one late fee and finance charges. Mr. [redacted] currently has a zero balance on his account.
After careful review of Mr. [redacted]'s account, our records indicate that no derogatory information was reported to the credit bureau regarding his account in relation to this matter.
Mr. [redacted]'s account was closed per his request on May 29, 2015 and additional purchases on this account will not be allowed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 7, 2015/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/19) */
CONFIDENTIAL COMMUNICATION
June 18, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...

in response to the inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that Mr. [redacted]'s account was opened via an online application on December 24, 2013 and an order was placed on that same day for a GC Shoes Women's Mandy Suede Riding Boot, Jewelry Polishing Cloth and Sterling Silver Name Hoop Earrings.
We will require Mr. [redacted] to send us a police report for identity theft to [redacted] Cloud, MN 56303 Attn: Fraud. To expedite, Mr. [redacted] may fax the completed form to: [redacted], Attn: [redacted]. Upon receiving the police report, we can then conduct an investigation.
Thank you for allowing us to explain.

Sincerely,
[redacted]
Executive Care Team
VF/ca

CONFIDENTIAL COMMUNICATION


size="2"> 
July 19, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] states she ordered merchandise from Fingerhut. She did not receive this item on time and purchased the item elsewhere. The package was left at the front door and the box was not in perfect condition. She states she returned the merchandise to Fingerhut, then recieved a bill for the shipping/handling charges. Ms. [redacted] desired result is a full refund and not have Fingerhut contact her again.
 
Our records indicate Ms. [redacted] purchased a Magic Bullet Hi-Speed Blender/Mixer System on June 10, 2016. Using the tracking number [redacted] we show this product was delivered by the local post office on June 17, 2016. We apologize Ms. [redacted] did not receive her merchandise on the date expected. We provide customers with our best estimate as to when a package will be delivered, however, occasionally packages are delivered outside of this timeframe due to factors outside of our control.
 
We received the return of the blender/mixer from Ms. [redacted] on July 5, 2016. A credit of $37.04 was issued to her WebBank/Fingerhut Advantage account for the full merchandise price, but as our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Ms. [redacted] was required to pay for the original shipping/handling of $19.99. Likewise, a return postage fee of $14.95 was deducted from the credit because Ms. [redacted] did not indicate why she was returning the product.
 
At this time the current balance on Ms. [redacted]’s Fingerhut Account is $28.14. A minimum payment of $8.99 is due by August 9, 2016.
 
Additionally, we have updated our records and removed Ms. [redacted] from our mailing list, but because our catalogs are printed in advance, she should allow 6 to 8 weeks for this request to process. Per Ms. [redacted]’s request, we have revoked consent to call the telephone number, ###-###-####, which is currently associated to her account.
 
If Ms. [redacted] has any questions regarding this matter she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8:00AM-8:00PM Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Initial Business Response /* (1000, 9, 2015/04/23) */
CONFIDENTIAL COMMUNICATION
April 23, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] placed an order on December 7, 2013 for our Fingerhut Choice Plus Membership. The annual fee that was billed at the time of the order being placed was $59.00 and offered, in part, the following benefit:
Unlimited free standard shipping for one year.
When Ms. [redacted] placed the order in December 2013, her membership was active for one full year and because we are no longer offering the program the membership did not get renewed and ended on December 7, 2014. We currently do not offer any type of membership program that offer the same benefits. While we cannot offer free shipping on all Ms. [redacted]'s orders we do email special offers and events periodically. To receive special offers and promotions she may select the option on our website at www.fingerhut.com.
Ms. [redacted] placed an order on March 4, 2015 for the Sony Receiver. At the time this order was placed, an exception was made to give Ms. [redacted] free shipping on the item. At this time we also gave her a promotion code (4feathers) for a 10% discount. This discount which resulted in a $40.00 credit being applied to her order, bringing the order total down to $359.99. On March 25, 2015, we received the return of this item and an exact exchange was completed. We apologize if this is not what Ms. [redacted] had intended. On April 7, 2015, the return was received of the exchange and full credit was issued of $359.99. The credit for the return will be reflected on her statement printing on April 22, 2015.
Additionally, since an exception was made to give free shipping and the promotion code discount on the order she had to return, we will honor the discounts on her order for the Gaming Desktop. Since Ms. [redacted] used a $10.00 off promotion code that has already been applied to the new order, we have credited an additional $63.00 to honor the 10% discount. We have also credited the shipping and handling fee of $35.99. Please understand the credits will take one to two billing cycles to reflect on her statement.
We trust this explanation will meet Ms. [redacted]'s expectations of a satisfactory resolution and sincerely appreciate her patience throughout this process.
Thank you for allowing us to explain and assist.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/bw

CONFIDENTIAL COMMUNICATION

0in 0pt; text-align: left;" align="left"> 
May 26, 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 a WebBank/Fingerhut credit account. Enclosed are a statement of account activity, credit application, Terms and Conditions and last three statements
 
Ms. [redacted] states that she has suffered from identity theft and has been unable to get any assistance from Fingerhut in getting the fraudulent purchases removed from her account. Ms. [redacted]’s desired resolution is to have the Fingerhut trade line removed from her credit bureau reporting.
 
Our records indicate, on March 7, 2015, an application was processed online using Ms. [redacted]’s name, address and social security number. On that same day an order was placed online for a Tree of Love Personalized Print and Frame and a Cocktail Trunk TableEspresso. The merchandise was shipped via UPS to the same address as provided on the application. The last order, totaling $63.98, was placed on May 7, 2015.
 
We have received two payments on this account from a Visa debit card ending [redacted]. The name associated with card is [redacted]. The last payment, totaling $30.00, was received on April 22, 2015. The unpaid balance of $716.43 charged off on November 16, 2015 and the account was sold to Jefferson Capital on December 30, 2015.
 
Our research indicates we responded to Ms. [redacted]’s disputes through the credit bureaus on April 19, 2016, April 21, 2016, April 25, 2016, and May 10, 2016. Our research further indicates Fingerhut has not received any further communication, outside of the credit bureau disputes, from Ms. [redacted] regarding this matter.    
 
An account review completed on May 19, 2016 confirms Equifax, Experian and Trans Union are accurately reporting the account as Transfer/Sold and/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 Ms. [redacted]’s Welcome Packet. It states:
 
“If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.”
 
Conversely, accounts that are in good standing will be reported as well.
 
If Ms. [redacted] has questions about what Jefferson Capital may be reporting, she may contact them directly at ###-###-####.
 
We referred Ms. [redacted]’s correspondence to our Credit Risk Department for further review. In order to continue processing a claim of fraudulent unordered merchandise, we ask that Ms. [redacted] complete and return the unordered merchandise affidavit we have sent directly to [redacted] Radcliff, Kentucky 40160 on May 26, 2016. We also ask that Ms. [redacted] file a police report and send both copies to the following address:
 
Fingerhut
Attn: Fraud Department
[redacted]
St. Cloud, MN 56303
 
Ms. [redacted] may also fax the affidavit and police report to ###-###-#### Attn: Fraud. Please include the customer or account number on the fax so we can locate the account.
 
Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation.
 
If Ms. [redacted] has further questions or concerns during the process, she may contact the Fraud Department at ###-###-####. Their hours are Monday – Friday 8:00am – 6:00pm Central Time.
 
Thank you for the opportunity to explain.
 
Sincerely,
 
 
 
Kari [redacted]
Executive Care Team
KD/sa
 
Enclosures

CONFIDENTIAL COMMUNICATION  
August 12, 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 Ms. [redacted].   Ms. [redacted] disagrees with our position, explained in detail in the previous response, to not refund the $30.00 down payment. She states it contradicts a letter from April 5, 2016 we sent indicating we would return the $30.00 down payment to her, which she can fax to us as proof.    We agree a letter was sent to Ms. [redacted] on April 5, 2016, however, that letter did not indicate that the $30.00 down payment would be refunded to her. It notified that, although Ms. [redacted] had not “graduated” to a revolving account, she could try the FreshStart program again by placing a new order using the same account. We have no record of any other letters being sent Ms. [redacted] around that date. Ms. [redacted] may fax us the letter she is referencing at ###-###-####, Attn: Executive Care Group.   At this time our position remains unchanged, as we were within our rights to apply that $30.00 as payment for the non-refundable shipping and handling charge Ms. [redacted] was responsible for per our return policy. Once we receive and review the letter in question, we can consider her request for a refund and will notify Ms. [redacted] directly of our decision.   Thank you for allowing us to explain.
 
Sincerely,  
 
Vi [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION
  October 5, 2016
  Revdex.com of Minnesota                                                                            # [redacted] Attn:  [redacted] 220 S. River Ridge Cir. Burnsville, MN  55337   Re:  Case # [redacted] – [redacted]   Dear Ms. [redacted],   I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].   Please be advised that TransUnion has confirmed they completed our update request and the 30-day late from August 2016 has now been removed from Ms. [redacted]’s account reporting.   Thank you for allowing us to explain.   Sincerely,   Vi [redacted] Executive Care Team VF/ah

September 8,...

2016                                      ...⇄ /> Revdex.com of Minnesota                                   �...⇄ [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted]– [redacted], [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] states she did not receive her monthly statement but made a payment. She would like to have this removed from her credit bureau report.
 
Our records indicate Ms. [redacted] opened her account with Fingerhut on March 27, 2015. Each month Ms. [redacted]’s has been receiving her monthly statements by mail to her address, [redacted] Louisville, KY 40214.
 
It is the responsibility of our customers to make their monthly payments by the due date each month. Ms. [redacted]’s due date is the 9th of each month. When Ms. [redacted] opened her WebBank/Fingerhut Advantage Credit Account, he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your payment on time in any one of the 6 prior billing cycles.”
 
Ms. [redacted] received late fees on June 9, 2015, September 9, 2015, November 9, 2015, January 9, 2016, March 9, 2016, May 9, 2016, and June 9, 2016.
 
For Ms. [redacted]’s records we have included a copy of her itemized statement. This document shows all activity on the account.
 
The credit 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. Ms. [redacted] may reference the Reporting and Monitoring section of our terms and conditions that was included in her 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 any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Initial Business Response /* (1000, 7, 2015/01/19) */
CONFIDENTIAL COMMUNICATION
January 16, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I...

am writing in response to the inquiry that we received from your office on behalf of Mr. [redacted] regarding his Fingerhut FreshStart Account issued by WebBank.
Mr. [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.

We include a prepaid return label in our shipments to be used by the customer to return merchandise but as Mr. [redacted] states he paid to return the item himself. We will need for Mr. [redacted] to send us a copy of the receipt for shipping the returned item to [redacted]. St. Cloud, MN 56303 or to expedite he may fax it the Attn: [redacted] at [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca

Initial Business Response /* (1000, 7, 2014/05/09) */
CONFIDENTIAL COMMUNICATION
May 7, 2014
Revdex.com of Minnesota Customer #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case...

#: [redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut credit account.
Upon further research, we were able to locate the $38.50 check that was attempted to be processed online using Mr. [redacted]'s checking account on April 26, 2014. This transaction is currently being re-submitted. If the check is returned, then our system will update to a Non- Sufficient Funds (NSF) status.

We advise Mr. [redacted] to contact our Payment Department at [redacted] after May 21st to verify if the check had cleared. This will allow time for his bank to process. The hours are; Monday through Thursday 7:00am - 9:00pm Central Standard Time (CST); Friday 7:00am - 6:00pm CST or Saturday 7:00am - noon,.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/sjj
Initial Consumer Rebuttal /* (3000, 9, 2014/05/12) */
Fingerhut sent a response back to me saying that they do not send payments through again they did send the payment due again and then they told you that they found out what the payment was and sent it through again I want them to acknowledge that they made a mistake and somehow make it up to me with a gesture that is satisfactory
Final Business Response /* (4000, 11, 2014/05/20) */
CONFIDENTIAL COMMUNICATION
May 17, 2014
Revdex.com of Minnesota Customer #: [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to a second inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut credit account.
To clarify, Mr. [redacted] e-mailed Fingerhut on April 30, 2014 and stated, "Do you send payments back through again if it comes back as nonsufficient funds? I try to find out by calling your number going through four or five menus being on the phone 22 minutes with a foreign person (language barrier no help) I got frustrated she ended up hanging up ."
Our response stated, "Thank you for the opportunity to assist you. If a payment is returned by the bank for insufficient funds we do not send the payment back for another attempt. If you require further assistance with this issue, we ask that you contact Customer Service at[redacted] Monday - Friday between the hours of 8 AM and 8 PM Central Time. We apologize for any inconvenience".
It appears the misunderstanding was that Mr. [redacted]'s question stated, "Do you send payments back through again if it comes back as nonsufficient funds." This question implied we had already attempted three times to secure payment and had the check returned. Then no, we would not attempt again. In this case though, the $38.50 check in question had not been flagged to be sent back. Rather, we were in the process of re-submitting the check again.
We will apply Mr. [redacted]'s $40.00 payment submitted on May 2, 2014 to his June 10th minimum payment. Mr. [redacted] next payment will be due July 10, 2014.

As a reminder, Mr. [redacted] can contact our Payment Department at [redacted] with any additional inquiries. Their hours are; Monday through Thursday 7:00am - 9:00pm Central Standard Time (CST); Friday 7:00am - 6:00pm CST or Saturday 7:00am - noon.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/sjj

Initial Business Response /* (1000, 8, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records confirm Mr. [redacted] purchased a Polaroid 18Megapixel 8X-Zoom Camera on December 4, 2014 and an AT&T DECT 6.0 Corded & Cordless Phone on March 21, 2015.
We regret to learn of the problem Mr. [redacted] states he has experienced with the camera and also his report of not receiving one of the two handsets included with the phone.
Given the circumstances unique to Mr. [redacted]'s situation with each of these items, we can offer the following resolution. We have issued an account credit covering the full cost of the camera, including shipping/handling. This was already applied to his account and will appear on a future monthly statement for his records. The camera is his to keep or otherwise do with as he chooses.
Additionally, we are sending a new replacement, identical to the first, for the AT&T phone that will include both handsets. Mr. [redacted] will be notified by email when the replacement is shipped along with an estimated delivery date and shipment tracking number.
Our customers are important to us and we strive to assist and satisfy them. With the corrective measures we have taken we trust that we have done so with Mr. [redacted].
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 10, 2015/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
that is fine wish this was done by them at first.customers should always get prompt and courteous service. thanks god bless

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonably satisfactory to me.  I'll equate it to "guilty with an explanation."
I very much appreciate your help with this.  This is the first time I have ever felt a need to register a complaint with any branch of the Revdex.com and I can say that I'm much more satisfied with your assistance than I am with the company's response.
Thank you for your very prompt assistance.
D. [redacted]