Bluestem Brands, Inc.

Initial Business Response /* (1000, 5, 2014/06/16) */
CONFIDENTIAL COMMUNICATION
June 13, 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].
The inquiry alleges a WebBank/Fingerhut Advantage Credit Account was opened via unauthorized use of [redacted]' personally identifiable information. When a customer claims they did not open an account, we have certain policies and procedures to follow so we can investigate the matter.
We are mailing [redacted] an affidavit of "unordered merchandise," and advise to allow up to ten business days to receive it. As a reminder, it is very important that the entire affidavit be completely filled out, signed, and dated by [redacted].
Additionally, we will need [redacted] to file a related police report. This is because the order placed on the account was of a substantial monetary value.
As we understand the severity and urgency of this situation, [redacted] may fax the completed affidavit and related police report to [redacted], Attn: [redacted]. We will further investigate this matter once we have received this information.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already submitted a copy of the police report several years ago. Since this was a mailbox on private property theft by a Post Office Employee (which was aired on TV) the police report is very basic. I will fill out the afidavit but the copy of the police report is no longer easily available for me. I will gladly provide the number to the police precinct and you may contact them with the police ID # and you can pay for a new copy to be mailed to you. If you find my old file it should already have a copy of both from several years ago in it. I mailed it to you the first time I contacted you regarding this issue years ago. Please provide me a copy of what was sold and what address it was mailed to. I have no information and when I call fingerhut they cant find me in the system.

Initial Business Response /* (1000, 5, 2014/03/13) */
[redacted] St. Cloud, MN 56303
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
March 12, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case #...

[redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry we received from your office regarding [redacted].
We understand that Ms. [redacted] is experiencing some confusion regarding the reporting of her Fingerhut tradelines to the credit bureaus. Please allow me to explain that on February 17, 2010, Fingerhut changed credit issuers from CIT Bank to MetaBank. During this transition, credit accounts may have been reported to the credit bureaus under both CIT Bank and the MetaBank name.
To provide the complete and accurate history of this account, which we are required to do by law, the reporting to the credit bureau will show the original creditor, Fingerhut. It will also reflect the account when credit was issued by CIT Bank, and MetaBank for each of those time periods. We are unable to remove that information, but can assure that the reporting reflects only one credit account, not two separate accounts.
Although it may appear we are reporting separate accounts, it really is just a continuation of the same account with the same account number. The credit bureau reporting is accurate and in full compliance with the requirements of the Fair Credit Reporting Act ("FCRA").
I would also like to explain the Ms. [redacted]'s Fingerhut Credit Account was sold to CompuCredit/Jefferson Capital on January 28, 2010. Ms. [redacted] may contact them at [redacted].
Thank you for this opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas
Final Consumer Response /* (3000, 14, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I have to inquire as to exactly how the reporting will be updated before I can decide whether to accept this response.
Thank you,
[redacted]
Final Business Response /* (4000, 16, 2014/03/25) */
[redacted] St. Cloud, MN 56303
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
March 25, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the second rebuttal that we received from your office regarding [redacted].
The Fingerhut/MetaBank reporting will be removed from her credit bureau reporting and the Fingerhut/CITBank will show that it was purchased by another lender.
As stated in our previous response letter, this request may take up to 90 days for the credit bureaus to update.
Thank you for this opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/tas

Initial Business Response /* (1000, 5, 2014/08/28) */
CONFIDENTIAL COMMUNICATION
August 27, 2014
Revdex.com of Minnesota Customer #: N/A
[redacted]
Mediation Coordinator
220 S. River Ridge Circle
Burnsville, MN 55337
Re: [redacted] B....

[redacted]
Case #: XXXXXXXX
Dear Ms. [redacted]
We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Ms. [redacted] stated that someone ordered merchandise using her name and address from a catalog sent to her old address, but not her social security number. Ms. [redacted] also discovered that Fingerhut was reporting negatively on her credit report to the credit bureaus. Ms. [redacted]'s desired resolution is to remove the negative reporting immediately.

In researching Ms. [redacted]'s account, a third party had opened a Fingerhut account in Ms. [redacted]'s name and address, but used the third party's own social security number. The information then was reported on Ms. [redacted]'s credit report. On March 11, 2014, the name on the account was changed to the correct party, but the credit bureaus were not updated.
On August 27, 2014, an electronic update (AUD: XXXXXXXX) was sent to the credit bureaus for deletion. Please allow 30 to 60 days for removal from Ms. [redacted]'s credit report.
We apologize for the inconvenience this caused.
Sincerely,
[redacted]
VF/sjj

Initial Business Response /* (1000, 10, 2014/04/04) */
CONFIDENTIAL COMMUNICATION
April 4, 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 Credit Account.
We have reviewed Mr. [redacted]'s account regarding his payments. Mr. [redacted] submitted payments on his account via our website at Fingerhut.com. The first payment in question was an ACH payment submitted on November 18, 2013 in the amount of $47.00. At the time the payment was submitted it appeared it was approved, however when it was submitted to his bank the checking account provided was not accepted and the payment was returned to us as a payment reversal on November 26, 2013 by his bank. The second payment in question was submitted via the website on January 17, 2014 in the amount of $47.31 and that payment as well appeared it was approved at the time of the payment but when the payment was submitted to the bank the checking account provided was not accepted by his bank and that payment was returned to us on January 24, 2014 as a payment reversal. Our payment department did try to contact Mr. [redacted] on January 25, 2014 to advise that there was a payment due on the account and they were told that the customer was not available and then again on January 27, 2014 in which the customer did state there was a payment made on the account in January and disconnected the call. The last payment that posted to his account was on February 14, 2014 in the amount of $69.99.
We did speak with Mr. [redacted] directly on March 14, 2014 in regards to his concerns about these payments. We explained that at the time the payments were made they appeared as approved on our end and that when they were submitted to his bank they had not been accepted and were reversed back to us. Mr. [redacted] indicated that he has since changed bank accounts but believed that one of the payments in question was actually paid to us by his former bank. We advised him to send a copy of his bank statement showing that the payment was made to us so that we could review the information.
We also discussed the reason why there was an increase in the minimum payment on his account was due to orders placed on November 5, 2013, which had deferred payments until February 2014 and an order placed on November 11, 2013 which had deferred payments until March 2014. Mr. [redacted] stated his wife must have made the orders and he was not aware of them. We did issue Mr. [redacted] one late fee credit as a courtesy on his account due to the situation and that credit appeared on his billing statement that printed on March 19, 2014.
As of this date, Mr. [redacted]'s account has a balance of $ 2,213.43 with a minimum payment of $219.08 that is due on April 15, 2014.
We apologize for any inconvenience this may have caused Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
VF/rsh
Initial Consumer Rebuttal /* (3000, 12, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The deferred was to be drawn out until June. I spoke to someone on the phone who said that the deferred was not going to be in affect until June my wife has since informed me when she placed these orders.

Initial Business Response /* (1000, 5, 2014/04/21) */
CONFIDENTIAL COMMUNICATION
April 21, 2014
Revdex.com of Minnesota
Attn: [redacted]
220 South River Ridge Circle
Burnsville, MN 55337
# [redacted]
Re: Ms. [redacted]
Case# [redacted]
Dear Ms. [redacted],
I...

am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
Our records indicate that an order was placed on January 6, 2014 for a Steele 6-Gal 3.5 HP Compressor Kit and a one year service plan via our website.
Our records also indicate that Ms. [redacted] contacted us on January 12, 2014 and requested that a return label be sent to her for the Steele 6-Gal 3.5 HP Compressor Kit because it was damaged. A return label was sent to Ms. [redacted] on January 13, 2014.
Our records indicate that on February 5, 2014 we received the Steele 6-Gal 3.5 HP Compressor Kit and credit was issued for the purchase price plus shipping of the item in the amount of $298.98. A credit for the one year service plan in the amount of $21.99 was also issued on February 5, 2014. This credit is posted on Ms. [redacted]'s statement dated February 28, 2014.
Our records indicate that a replacement for the Steele 6-Gal 3.5 HP Compressor Kit was shipped to Ms. [redacted] on January 13, 2014 totaling $295.98.
On February 13, 2014 Ms. [redacted] notified us that she had returned the replacement Steele 6-Gal 3.5 HP Compressor Kit. Our records indicate that we have not received the return.
When a customer notifies us of a delivery problem with a return, Fingerhut has policies and procedures in place in order to conduct an investigation. The notes on Ms. [redacted]'s account indicate we sent her an affidavit of "non-receipt of returned merchandise" on February 13, 2014 for the order and asked her to complete the forms and return them to us so we may investigate the issue.
Our files indicate that we have not received the affidavit from Ms. [redacted]. I have mailed an affidavit under separate cover to Ms. [redacted]. The affidavit can be mailed to [redacted] St Cloud, MN 56303 or faxed to [redacted] Attn: [redacted] to expedite this matter.

Thank you for allowing us to explain.
Sincerely yours,
[redacted]
VF/ca
Initial Consumer Rebuttal /* (3000, 7, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent the affidavit back on 2/22/14 via us mail. I also called on numerous occasion to confirm they got it. I was told that it could take up to 15 days to process. On 3/24/14 I spoke to [redacted] and she said it has not been received. She gave me the fax number so I could fax it and that's what I did. I have not got calls back when I request a supervisor to call to confirm the affidavit has been received.
Final Business Response /* (4000, 21, 2014/05/16) */
CONFIDENTIAL COMMUNICATION
May 16, 2014
Revdex.com of Minnesota
Attn: [redacted]
220 South River Ridge Circle
Burnsville, MN 55337
# [redacted]
Re: Ms. [redacted]
Case# [redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account.
We have received the fax from Ms. [redacted] regarding the affidavit of "non-receipt of returned merchandise". We have completed our investigation and issued credit to the order for the Steele 6-Gal 3.5 HP Compressor Kit in the amount of $295.98. We have also issued credits to the account for the Interest charges pertaining to this order in the amount of $22.53. These credits will be reflected on Ms. [redacted]'s next billing statement that prints on May 28, 2014.
We apologize to Ms. [redacted] for any inconvenience regarding this matter.
Thank you for allowing us to explain.
Sincerely yours,
[redacted]
VF/rsh

Final Consumer Response /* (3000, 19, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a copy of my fax journal and will provide a copy as needed. It shows that the fax was sent on 4/23/14 to [redacted]. I will sent another fax to this number now provided. Please note its a different fax number. I will also sent the affidavit by certified mail.

Initial Business Response /* (1000, 5, 2014/10/20) */
CONFIDENTIAL COMMUNICATION
October 20, 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 [redacted] regarding the customer service and his information security.
His report of having received unacceptable service from our phone agents is also regrettable, and we are pursuing this matter. We will be referring this issue to management for coaching of the individuals involved. 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 your expectations.
As an exception, we have issued credit in the amount of $85.98 for the item that he had advised our supervisor was not received and closed his account per his request. The remaining balance is $0.00.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

Absolutely the worst customer service I have ever had the displeasure of experiencing. Like others, I placed an order only to the items become "out of stock" after placing the order. First CS told me the account would be available with 48 hours in order for me to be able to make a different purchase, 48 hours later CS says that my account won't be available until after other items in the purchase queue are delivered. Not only that, but the amount of biweekly payments will remain the same as if I had received that items that are out of stock... so should I make another purchase, it will be an additional biweekly payment.
Worst experience I have ever had with a retailer.

CONFIDENTIAL COMMUNICATION   January 3, 2017
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.   Mr. [redacted] indicates he ordered and received the Stereo Receiver with extensive damage including dents, mounting clips that were broken and a broken power button. He states that he emailed us immediately and requested a significant discount if he kept the damaged receiver or he wanted to exchange the receiver for another receiver of his choosing. He indicates we asked if he would like a return label to return the item to us. Mr. [redacted] states he requested the return label but never received it. Mr. [redacted] is requesting to return the item for an exchange or for a significant discount he is willing to keep the item.   Our records indicate Mr. [redacted] placed his order which included the Stereo Receiver on October 19, 2016. The item shipped directly from our vendor to the address we have on file for Mr. [redacted]. We received an email from Mr. [redacted] on October 25, 2016 advising of the damaged item he received. There is no indication in the original email we received from Mr. [redacted] that he wanted an exchange for another item. He only indicated that he did not want to pay full price for the damaged item. The agent replied and asked Mr. [redacted] if he wanted the return label to be mailed to him or if he had access to a printer so he could print the return label through email. We have no record of receiving a response from Mr. [redacted].   On December 19, 2016 we received another email from Mr. [redacted] in which he indicated he had made a payment on his account and that he had emailed us previously regarding the damaged receiver he had received. He stated he refused to pay full price for the item and that he would keep it with a significant discount or exchange it for a different receiver. The agent responded by sending the return instructions to Mr. [redacted]. Mr. [redacted] reiterated that the item was received damaged and asked if he could exchange the receiver he received for item number NBCTK Pyle 7- Channel 350W AM/FM Receiver. The agent responded and asked Mr. [redacted] to contact Customer Service for further assistance since the item had not yet been returned and no credit had been issued for the damaged item. We have no record of further contact from Mr. [redacted].   Since the item was received with significant damage we are requesting Mr. [redacted] to return the item to us. Return labels may be printed directly from our website at www.fingerhut.com. Please allow up to 10 days for us to receive and process the return and a prompt credit will be completed. Since the item Mr. [redacted] is requesting is different than the original item he ordered, credit will be issued for the original order and a new order will need to be placed for the item he is requesting. We sincerely apologize for any inconvenience caused by Mr. [redacted] receiving the original item damaged. If Mr. [redacted] has further questions 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

Initial Business Response /* (1000, 7, 2014/11/14) */
CONFIDENTIAL COMMUNICATION
November 14, 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 return of the Beats by Dr. Dre Pill 2.0 Bluetooth Speaker in Red on his WebBank/Fingerhut Advantage Credit Account.
I have listened to that call recording that is referenced in Mr. [redacted]'s complaint and apologize that he feels he has received poor customer service from our collections department. It is our goal to provide our customers with satisfactory service every time they contact us.
Fingerhut's Return Policy:
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. No returns will be accepted after the home trial period without prior return authorization from Fingerhut. Returns accepted after the 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 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 customer.
As the item was defective, I have issued a credit for the shipping and handling in the amount of $17.49. I have also credited the late fees and interest on the account from the purchase totaling $118.79. The remaining balance on the account is $0.00. This will be seen on the next statement printing on December 07, 2014.
We have submitted a request to have the correct information updated on Mr. [redacted]'s credit report on November 14, 2014. Please be aware that this information may take up to 60 days for the credit bureaus to correct.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

Initial Business Response /* (1000, 5, 2014/06/20) */
CONFIDENTIAL COMMUNICATION
June 19, 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 [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Per Ms. [redacted]'s request, I have removed Ms. [redacted]'s address from our mailing list. Because our catalogs are printed in advance, Ms. [redacted] should allow 8 - 10 weeks for this request to process.
Thank you for allowing us to explain.

Sincerely,
[redacted]
Executive Care Team
VF/ca

CONFIDENTIAL COMMUNICATION


size="3"> 
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Ms. [redacted]
Case # [redacted]
 
Dear Ms. [redacted],
 
We are writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists.
 
As of November 15, 2016, we have removed Ms. [redacted] from all our Family of Brands mailing and rental lists. Please be advised the catalogs are preprinted three months in advance, please allow 8 to 12 weeks for them to discontinue.
 
If Ms. [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time.
 
Thank you for allowing us to explain.
 
Sincerely,
Denise [redacted]
Executive Care Team

CONFIDENTIAL COMMUNICATION...


 
August 30, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding payment issues on her WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] states her home had flood damage on two separate occasions in April and May 2016 due to the Houston, TX area being impacted those months. While making repairs to her home and staying in alternate lodgings, Ms. [redacted] rushed to make the payment on her June 5, 2016 due date to ensure it was not late. She states she made the payment online, but “it does not explain that using the express payment option, it would not allow you to select the payment method when you continue.” As a result, the payment method she used did not have sufficient funds to cover the Fingerhut payment, as those funds were spent on home repair costs. She then contacted us to stop the payment and take it form a different account, but states we refused to do so. Likewise, for the payment she made on August 5, 2016, Ms. [redacted] states she again had to “replace” it with another she made on August 12, 2016 which was successful. Ms. [redacted] requests, in consideration of the flood-related financial hardships, that any necessary correction be made to her credit report if we find that late payments were reported.
 
We agree that Ms. [redacted]’s account was being paid on time each month, including the $157.43 ‘e-check’ payment made on June 5, 2016 via her web account with checking ending [redacted]. However, it was returned to us on June 12, 2016 as invalid/insufficient funds. On June 24, 2016, Ms. [redacted] made a successful payment for $158.00 via her web account with MasterCard debit ending [redacted]. Her required minimum due by July 5, 2016 was $152.26, however no payment was received by the due date and a $27.00 late fee was assessed. The required minimum amount for her August 5, 2016 due date was $309.73—as it included July’s past due amount of $152.26 plus the new amount due of $157.47.
 
On August 5, 2016, via her web account, Ms. [redacted] made an e-check payment for $153.00 with checking ending [redacted]. However, it was returned to us on August 12, 2016, again for the reason of insufficient funds. This caused a $37.00 late fee to be assessed on August 5, 2016 and a $27.00 returned check fee on August 12, 2016. On the same date, Ms. [redacted] made a successful payment for $158.00 via her web account with MasterCard debit ending [redacted].
 
Please understand that payment decisions are something customers control themselves via the self-service payment options available on their web account. Further, when a customer enters their method of payment information, they have the option to save the method of payment for quick, easy use the next time they make a payment. This is likely what Ms. [redacted] is referring to when she states she used our “express payment option,” however, also clearly visible on their web account, just below any saved payment methods, is a link to add a new payment method titled “Pay With New Method of Payment.” As a result, we cannot assume responsibility for Ms. [redacted]’s assertion of being restricted to only using her checking account. Ms. [redacted] contacted us via email on June 7, 2016 asking to cancel the payment made two days prior with checking ending [redacted]. We sent an email reply on the same date correctly advising we are unable to cancel a checking/savings account payment once it has been made, and she should contact her financial institution for assistance in that regard.
 
As a courtesy, we have decided to make a one-time exception and have credited the $27.00 returned check fee. We have also restored Ms. [redacted]’s account to “paid current/good-standing” status and adjusted her minimum payment to the regular amount of $154.94. This is the amount she needs to make by her next due date of September 5, 2016.
 
We reviewed the credit reporting history for her account, and confirmed it was recently reported 30 days past due. Given Ms. [redacted]’s hardships caused by a natural disaster/major floods, we have sent an update to remove the 30-day late payment. Please allow 30 to 60 days for the update to process and to reflect on Ms. [redacted]’s credit files.
 
Thank you for allowing us to assist and explain.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> August 10, 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] purchased a generator from Fingerhut. He states this product was poor quality and returned the product for credit. He disputes having to pay $20.00 for the return shipping on a defective item.
 
Our records indicate Mr. [redacted] purchased an All Power 3250/2500 Running Watts Gas Generator on June 18, 2016. Mr. [redacted] contacted Fingerhut on July 11, 2016 stating he would be sending the product back to Fingerhut and on that same date a prepaid label was e-mailed to Mr. [redacted].
 
We received the item back from Mr. [redacted] on July 19, 2016. On that same date credit for the full purchase price of $397.99 was issued to his account.
 
As the generator’s return reason was verified as being defective, Mr. [redacted] is eligible for reimbursement of the $20.00 he states he paid to return the item to Fingerhut. We do request documentation of this $20.00 before we are able to reimburse Mr. [redacted].
 
If Mr. [redacted] has documentation confirming this $20.00 charge, such as a receipt, he may fax it to ###-###-####, Attn: Kristina, or mail it to [redacted] St. Cloud, MN 56303.
 
For any additional questions Mr. [redacted] 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, 2015/02/25) */
CONFIDENTIAL COMMUNICATION
February 25, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I...

am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
If at any time Mr. [redacted] was given incorrect billing/payment information by one of our agents, we sincerely apologize. We are pursuing this matter, with appropriate coaching and other corrective action being provided to the agent.
Our records show the payment amount needed to bring Mr. [redacted]'s account current by his due date of February 2, 2015 was $158.93. This was fulfilled with his successful payments dated January 22, 2015 for $80 and February 5, 2015 for $135.
Unfortunately, another payment made on January 22, 2015 for $105 was returned to us as invalid several days later on January 31, 2015. For this reason, the $105 payment was unsuccessful.
Upon bringing his account current, Mr. [redacted]'s remaining balance to pay off the account in full by his next due date of March 2, 2015 was $169.45. His payment made on February 13, 2015 for $169.45 was successful, and his account reflects a $0 balance as of the date of this letter.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

July 7, 2016
 
Roman" size="3"> 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 that she ordered a product which was damaged and when she tried to contact Fingerhut regarding returning the product she never received a response email.
 
Ms. [redacted]’s account indicates an order was placed on May 3, 2015 via the web for a Ragalta 4-Pc. Canister Set – Red and delivered to [redacted] Winchester, KY 40391 on May 6, 2016.
 
Our records indicate we received an email from Ms. [redacted] on May 31, 2016 indicating she was unhappy with the product, there was rust on the lid and the paint was coming off.  A representative responded to Ms. [redacted]’s email on June 1, 2016 apologizing for the issue and advising her to check the packing slip for a return label and to follow the instructions to return the product. The representative also advised her to contact us if she did not receive a return label and let us know if she would like the label sent via U.S. Mail or email.
 
Records indicate we received a second email from Ms. [redacted] indicating she did not receive a reply to her first email and is now stuck paying for a product that is no good. A representative responded to Ms. [redacted] on June 14, 2016 apologized and inquired if she would like the return label sent via U.S. Mail or email.
 
Our records indicate we received a reply from Ms. [redacted] on July 1, 2016 indicating she would like the label sent to her via U.S. Mail. A reply was sent to Ms. [redacted] on July 1, 2016 informing her a label would be mailed and to allow up to 10 business days to receive it. She was also advised to indicate if she would like a credit or an exchange and to allow 10-15 days for us to receive and process the return.
 
While we sympathize with Ms. [redacted], We strongly advise customers keep their account in good standing by making the minimum amount due each month, even while engaged in a dispute or in the process of a return until the issue has been resolved.
 
Ms. [redacted]’s current balance on her account is $53.07 with a minimum payment of $7.99 due by July 13, 2016. If Ms. [redacted] has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
 
Vi [redacted]
Executive Care Team
 
VF/ca

CONFIDENTIAL COMMUNICATION...



April 28, 2016

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

Re:  Case # [redacted] – [redacted], [redacted]

Dear Ms. [redacted],

I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted], regarding his WebBank/Fingerhut Advantage Credit Account balance. We would like to provide Mr. [redacted] with a clearer understanding of his balance.

As a reminder, Mr. [redacted]’s account is an interest-bearing, revolving credit account. As such, an interest charge is imposed whenever a balance is carried from one billing cycle to the next. The amount of interest charged for a given billing cycle is based on the account’s current annual percentage rate of 25.15%, and will vary in relation to increases or decreases in the account balance from month to month.
Mr. [redacted]’s account also had been assessed monthly fees for his past enrollment in SafeLine Account Protection Plus (SafeLine Plus). SafeLine Plus is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account. The monthly fee for the plan was $1.19 for every $100 of the credit account statement balance and was disclosed in the “fees” section of the customer’s monthly statement. Our investigation confirms that Mr. [redacted] enrolled in SafeLine Plus on March 28, 2015 while completing a Fingerhut account credit application via Fingerhut.com.

As an assurance to Mr. [redacted], SafeLine servicing has confirmed they cancelled his plan enrollment on March 18, 2016 per his request and, effective that date, no further plan fees will be billed. However, Mr. [redacted] still qualifies to file a benefit claim for an event occurring while his coverage was in effect, and our records show he was most recently sent a benefit activation application on April 14, 2016. He should fax the completed application, along with any required supporting documentation, to ###-###-#### or send the materials as an email attachment to [email protected]. Mr. [redacted] remains responsible to make the minimum payment due on his account unless or until he receives SafeLine’s notification by mail stating his benefit is approved.

Mr. [redacted] also had a past insurance policy enrollment provided by Affinion Benefits Group (Affinion), one of our affiliated companies. It was an accidental death and dismemberment (AD&D) policy underwritten by Federal Insurance Company, a member of the Chubb Group of Insurance Companies. He elected to enroll in this policy via a paper enrollment form he filled out, signed and dated, and mailed back to Affinion, which we have attached to this response. The disclosures section just above Mr. [redacted]’s signature state, in part, “I authorize until further notice the necessary quarterly electronic charges to my Fingerhut Advantage Credit Account issued by WebBank according to the coverage rate schedule.” Only a single policy premium was ever billed to Mr. [redacted]’s account on April 5, 2016 for $99.00. Affinion has confirmed they cancelled his policy enrollment on April 21, 2016 per his request and, effective that date, no further premiums will be billed. Affinion made an exception and issued a full refund credit back to his account of the $99.00 premium on April 25, 2016.

While Mr. [redacted]’s account reflects a history of making payments on time, it recently assessed a $27.00 late fee when no payment was received by the April 13, 2016 due date. Allowing for the information and adjustments that were made as described above, we maintain that Mr. [redacted]’s current balance of $1473.85 is fully accurate. The minimum payment due by his next due date of May 13, 2016 is $78.64.

A detailed monthly statement is being sent electronically each month to his email on record of [redacted]@gmail.com. If he prefers to receive a paper statement via regular mail, Mr. [redacted] can make this change via his web account or by calling customer service Monday – Friday, 8 a.m. – 8 p.m. Central Time.

Thank you for allowing us to explain.

Sincerely,



Vi [redacted]
Executive Care Team

VF/ah

I am rejecting this response because:
Fingerhut is suggesting in their response that they are willing resolve this complaint via email, although as of yet I have not received an email from them offering a resolution.  I have attempted to resolve this issue with Fingerhut via email TWICE.  Both times I was met with the response to contact them via telephone.  I do not possess an active home phone or a cell phone, and my employer allows EMERGENCY PHONE CALLS to family members ONLY.  Despite the message from Fingerhut via Revdex.com offering to resolve the issue via email, they have NOT contacted me to resolve the issue via email and I have not been able to reach a representative via chat service on their website.  I have attached printed scans of the previous two emails from Fingerhut in response to my requests to contact me via email to reach a resolution.  My response to the resolution offered by Fingerhut on behalf of Revdex.com is NOT to reject an offer to resolve the issue via email.  I resent their attempt to trap me into rejecting their offer of resolution via email.  Clearly I have made several attempts to do so.  Fingerhut has made NO EFFORT to resolve the issue via email, so therefore my desired resolution is a FULL REFUND OF MY PURCHASE PRICE PLUS ANY ASSOCIATED SHIPPING COSTS.
Thank you, [redacted]

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]

I am writing in response to the...

inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our records indicate Ms. [redacted]'s first billing statement was printed on February 7, 2015. The minimum payment of $20.00 was due by March 3, 2015. A payment of $33.89 was received on February 27, 2015. On March 7, 2015 Ms. [redacted]'s billing statement cycled and a new statement was sent. The minimum payment of $20.00 was due by April 3, 2015. A payment of $25.00 was received on March 13, 2015. On April 7, 2015 when Ms. [redacted]'s statement cycled again, the minimum payment due by May 3, 2015 was $20.00. A payment was received of $25.82 on April 10, 2015 and $1.00 on April 27, 2015. On May 7, 2015 the statement cycled and a minimum payment of $20.00 was due by June 3, 2015. A payment was received on June 4, 2015 of $30.00. This payment was received after the due date listed and a late fee of $20.00 was assessed to her account per the terms and conditions she agreed to at the time the account was opened.
On June 7, 2015 a statement printed and the minimum payment of $20.00 was due by July 3, 2015. On June 15, 2015, Ms. [redacted] contacted us and requested to change the due date on her account. The due date was changed per her request to the 11th of each month and took effect on her July 15, 2015 billing statement due by August 11, 2015. She also requested the late fee of $20.00 to be credited. The agent credited the late fee which is reflected on the billing statement that printed on July 15, 2015.
A payment of $30.00 was received on July 5, 2015. This payment was also received after the due date listed which resulted in an additional late fee being assessed to the account. Due to a late fee being credited on June 15, 2015 no further late fees will be credited.
Our records show no promotion code was entered at the time the order was placed on our website. As a one time courtesy, we have credited $10.00 to Ms. [redacted]'s account. The credit will appear on a future statement.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 10, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with their stateent. If any of this were true why was I not charged a late fee for my payment on March 13th or April 10th? PNC Bank issured a check to be received by June 2nd. I was told by Gettington they received my July payment on the 4th, now they are saying it was received on the 5th. July 4th is a holiday and the 5th was a Sunday. No mail was deliveed on either day. Gettington receivd my payment on July 2nd according to PNC Bank.I want my account credited for the bogus late fee charge of $20.00
Final Business Response /* (4000, 12, 2015/08/24) */
CONFIDENTIAL COMMUNICATION
August 24, 2015
#XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted]
[redacted] S [redacted]
[redacted] XXXXX

Re: Case # [redacted], [redacted]

I am writing in response to further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Ms. [redacted]'s monthly billing statement dated March 7, 2015, indicated a minimum payment of $20.00 due by April 3, 2015. As Ms. [redacted] states, we received a payment of $25.00 on March 13, 2015, which is prior to the April 3, 2015 due date, therefore Ms. [redacted] did not incur a late fee.
Ms. [redacted]'s monthly billing statement dated April 7, 2015, indicated a minimum payment of $20.00 due by May 3, 2015. As Ms. [redacted] states, we received a payment of $25.82 on April 10, 2015, which is prior to the May 3, 2015 due date, therefore Ms. [redacted] did not incur a late fee.
As previously stated, further credits will not be issued. Ms. [redacted]'s monthly billing statement dated August 15, 2015, indicates a balance of $20.80 with a minimum payment of $20.00 due by September 11, 2015.
Thank you for allowing us to explain and assist.
Sincerely,
[redacted]
[redacted]
VF/ca

Initial Business Response /* (4000, 8, 2014/11/13) */
CONFIDENTIAL COMMUNICATION
November 12, 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 a WebBank/Gettington Credit Account.
I am pleased to advise Mr. [redacted] that his WebBank/Gettington Credit Account was closed on April 09, 2014 at his request. It has been reported to the three major credit bureaus as having been closed at his request. We have confirmed that this is visible on his credit report.
Upon an account closure, our customers are still able to log into their accounts on our website. They are no longer able to use their Gettington accounts as a method of payment on their orders. This allows our credit customers access to information that may still be required for their records, such as their statements and order history. It also allows them to access our self-service returns portal and other features to which they may desire access.
Per his request, we have removed the information we have on file from our marketing via phone, the internet, and mail. Because our catalogs are printed in advance, you should allow 8 - 10 weeks for this request to process.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw
Final Consumer Response /* (4200, 6, 2014/11/03) */
Just to clarify, this complaint is to close the Gettington account. I want to keep the Fingerhut account.

Initial Business Response /* (1000, 9, 2015/02/24) */
CONFIDENTIAL COMMUNICATION
February 24, 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.
It is in regards to Mr. [redacted]'s past enrollment in SafeLine Account Protection Plus (SafeLine Plus). This is an optional debt-waiver plan offered by the issuer of the Fingerhut Credit Account to its customers. The monthly fee for the plan is $1.19 for every $100 of the credit account statement balance and is disclosed in the "fees" section of the customer's monthly statement.
Regarding the issue outlined in the inquiry, we contacted SafeLine Plus for their records to appropriately balance information from all sides. They advised Mr. [redacted] contacted them on June 27, 2014 first requesting to initiate a benefit claim of "life event: change of residence." A benefit activation application form with instruction letter was sent on June 30, 2014 to Mr. [redacted]'s address of [redacted] Mount Airy, NC 27030.
A second benefit application form with reminder letter was sent on August 11, 2014 as a result of SafeLine Plus not receiving the first application or any response regarding it from Mr. [redacted]. A third and final letter was sent on September 26, 2014 notifying that, as a completed application with required documentation still had not been received, Mr. [redacted]'s benefit request was being closed. We apologize, but if Mr. [redacted] returned these documents, SafeLine Plus is certain they never arrived as a result of an exhaustive search of their records.
They further advised that Mr. [redacted] contacted them on December 31, 2014 requesting to cancel his enrollment. During this call he asked that all SafeLine Plus fees be refunded, and his full refund request was referred for consideration. As his Proof of Enrollment for the plan was found to be fully valid, he did not qualify for a full refund. However, they issued Mr. [redacted] an account credit for all SafeLine Plus fees assessed within the preceding 60 days, in accordance with the plan's cancellation policy. The credit amount was $60.80, issued on January 9, 2014. As a reassurance to Mr. [redacted], his plan was cancelled effective January 8, 2015.
Additionally, a copy of Mr. [redacted]'s Proof of Enrollment was mailed to him on February 4, 2015 for his records. We have also credited the two most recent late fees on his account as a good will gesture; although they were already applied to his account, they will reflect on a future monthly billing statement.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 11, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided is incorrect. I filled out the form that they sent me 3 times returned it to them by mail and then also faxed a copy to them upon there request. They never processed any assistance for me when I was in need of it so therefore they did not honor the agreement that was put forth by me paying the charges. So I do not think that two months is good enough as I was out of work from July 2, 2014 to September 10, 2014. The Safeline company did not do as the agreed but are more than happy to take money from me as a customer. I really enjoyed having a fingerhut card as they are a good company however I do not feel like the proper steps was followed and I did not get the relief that I was asking for when I was unemployed. Because of that I will only take the the removal of all fees that was associated with Safelink off of my account plus the late fees from when they should have been paying and did not. If this can be accomplished then I will be more than happy to catch my account up and get back on track getting account paid down and go back to normal however if this is not then I will have no further choice to contact an attorney to discuss further legal options and I do not want to do this I just want what is rightfully mine to be credited and continue where we left off and get the account current and mark this up to a bad experience with a bad insurance company and not with FingerHut as a whole.
Final Business Response /* (4000, 32, 2015/05/28) */
CONFIDENTIAL COMMUNICATION
May 28, 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 further inquiry we received from your office on behalf of Mr. [redacted].
We appreciate Mr. [redacted]'s patience while we conducted a search for the SafeLine benefit activation application that he states he returned to us. In our last response, we asked that he return it by using the fax number or the mailing address provided. We did not find any evidence of having received it at either that fax number or that mailing address.
We also had the SafeLine servicing team search their records, as Mr. [redacted] does not state where he sent the paperwork. Unfortunately, they did not find any indication that they ever received it.
Further information will be needed to help us locate it, including the actual address where it was sent, a mailing receipt, etc. Once received, we will further investigate this matter.
Sincerely,
[redacted]
Executive Care Team
VF/ah