Bluestem Brands, Inc.

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]

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, 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, 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, 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, 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, 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

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

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

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, 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

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

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]

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

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

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

I went on to their website and was approved for a FreshStart account and was shown in big letters that my first order over $50 would have free shipping. I went online and was excited to restart my credit knowing that I was going to pay a little more for the items for this service. As I placed my order, I entered my promo code and was red flagged. I called to find out why the code did not work and was told that it didn't apply to my type of account. After review, I fount that the ONLY account this was good for was for people with AAA credit. Very miss leading and shady advertisement. Now I am bombarded with spam emails and still cannot get them to stop. DO NOT USE THIS SERVICE!

Initial Business Response /* (1000, 5, 2014/03/20) */
CONFIDENTIAL COMMUNICATION
March 19, 2014
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]s
Case #: [redacted]
Dear Ms....

[redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted]s, regarding his WebBank/Gettington Credit Account.
Mr. [redacted]s' account reflects on March 6, 2013, his account had been set up on a reduced payment plan for nine months. I sincerely apologize to Mr. [redacted]s if he was not properly notified when the payment plan expired.
We have removed the charge off status from Mr. [redacted]s' account effective March 18, 2014. We have also adjusted his account so his next payment of $40.80 will be due on May 7, 2014.
Additionally, we have updated the information on Mr. [redacted]'s account to the credit bureaus and advise it may take up to sixty days for the update to process.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp

Initial Business Response /* (1000, 5, 2015/07/22) */
CONFIDENTIAL COMMUNICATION
July 21, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] is a valued customer, and we regret any difficulty she experienced as a result of the changes to her credit line as described in the inquiry.
Strong performing accounts may be issued a credit line increase, either temporary or permanent. If purchases are made to the account while a temporary increase is in effect, the regular limit receives a permanent increase equal to the combined total of the purchases. If no purchases are made, the temporary increase expires and the regular limit is restored. Customers are sent reminders of the temporary increase by regular mail or email; this was the case with Ms. [redacted], and we apologize for any confusion these reminders may have caused.
Prior to the most recent temporary increase we issued, Ms. [redacted]'s regular credit limit was set at $404. This is what we intended to explain with the first letter she states she received titled "Credit Update"; there was no expiration date given since it had to do with her regular fixed limit only.
On April 2, 2015, Ms. [redacted]'s account was issued a temporary credit line increase of $600 (making her new, temporary limit $1004). This is what was explained in the second letter she states she received titled "Great News!". Included was the temporary increase expiration date of June 30, 2015, which Ms. [redacted] confirms having seen. It intended to explain that however much of the $600 Ms. [redacted] used for new purchases before the expiration date, she would receive the same amount as a permanent increase to her regular fixed limit. If she did not make any new purchases before the expiration date while still making on-time payments during that time, she would still receive a $200 permanent increase to her regular fixed limit.
Our records show that Ms. [redacted] did not make any new purchases before the temporary increase expired on June 30, 2015. Because all of her payments were made on time, she did receive the $200 permanent increase on July 5, 2015. As a result, Ms. [redacted]'s new fixed credit limit is $604. Unfortunately, the order Ms. [redacted] attempted to place on July 4, 2015 for $887.85 was declined because the temporary increase had already expired, and she no longer had sufficient available credit for it.
We apologize, but we are unable to reinstate the previous increase because they are issued as a result of ongoing, systematic monitoring of account activity data. Ms. [redacted] will be notified if and when our system again determines her to be eligible for such an increase.
Thank you for the opportunity to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "ongoing, systematic monitoring of account activity data" is obviously not a part of your consumers understanding. I am sure I am not the first person who has gotten mixed messages from your advertising. If you state that there is a credit deadline on one letter & follow up with succeeding letters which state credit update in huge letters which have no deadlines on them, there is no way to draw an absolute conclusion about the process. Your calculations may have an ongoing theory of operation but there is no way for the consumer to actively absolutely calculate what is available, meaning the final decision will be up to Fingerhut when & if they want to make allowances - the consumer will remain unsure. In addition, we really don't want to be breaking out our calculators to try & decide how much credit we may be getting (& whether or not we really have a deadline) - which by the way I did observe only on the first advertisement. So maybe you could be more consistent & less confusing about deadlines, that is, if you really want people to spend money - it would be helpful. So - no I am not satisfied with your answer & you have lost a good customer.