Bluestem Brands, Inc.

Initial Business Response /* (1000, 5, 2014/07/08) */
CONFIDENTIAL COMMUNICATION
July 8, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing...

in response to the inquiry that we received from your office on behalf of Mr. [redacted].
We take claims of unauthorized account set-up and activity very seriously. As Mr. [redacted] strongly assures us he did not open the Fingerhut Advantage Credit Account matching his information, we referred this matter to our Credit Risk Department for further review.
We ask that Mr. [redacted] complete and return to us the affidavit of "unauthorized use" that we are sending him. A copy of the "identity theft" affidavit form that he already filed with the Federal Trade Commission will need to be faxed to us as well. To expedite, he may fax the completed forms to: [redacted], Attn: [redacted].
Once these completed forms are received, we will further investigate this matter.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

Initial Business Response /* (1000, 6, 2015/01/19) */
CONFIDENTIAL COMMUNICATION
January 19, 2015
# XXXXXXXXXX
Revdex.com of Minnesota
Attn: [redacted] S [redacted] XXXXX
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted]
I am...

writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records support a purchase was made on Ms. [redacted]'s account on September 27, 2014 for a HP 15.6-inch Laptop with USB Flash Drive, Mouse and Sleeve. She first notified us she did not receive the laptop via email message on October 7, 2014. Our agent replied to the email on the same date advising an "affidavit of merchandise not received" was being sent, and to return it fully completed in order for us to open and investigate her claim.
We confirmed that the affidavit she was sent omitted the fact that we require a copy of a police report covering this incidentthe reason being the substantial monetary value of the merchandise. We regret this oversight and apologize for the inconvenience.
Ms. [redacted] has already returned the completed affidavit, but our policy requires that a police report also be provided. If she is unable to obtain a copy of the report itself, we will need: the report number, the name of the precinct/police station, the phone number to the station, the name of the officer, and the badge number of the officer.
To expedite, Ms. [redacted] may fax the police report/required information to: X-XXX-XXX-XXXX, Attn: [redacted]; via email to [redacted]@bluestembrands.com or regular U.S. Mail to [redacted] XXXXX. Once received, we will further investigate this matter.
Thank you for allowing us to explain.
Sincerely,
[redacted]
VF/ah

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, 18, 2014/09/08) */
CONFIDENTIAL COMMUNICATION
September 05, 2014
Revdex.com of Minnesota #[redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]...

[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.
Ms. [redacted] states she was only two days late when she began to receive collection calls from Fingerhut. She does not believe that being two days late warrants a call, and would prefer to have an email or letter instead. Ms. [redacted] does not wish to receive calls from Fingerhut.
Our records indicate that Ms. [redacted]'s account is currently past due as the minimum monthly payment of $14.99 was not received by the September 3, 2014 due date. When the original complaint was filed on June 5, 2014, Ms. [redacted] had missed her first payment on her account. Ms. [redacted] was also two weeks late with her payment in July 2014.
When a payment is not received on our customer's WebBank/Fingerhut credit account, our payment department may phone with payment reminders and if our payment department does not speak directly with our customer, they may continue to call up to six times per day until they are able to discuss the payment that is owed on the account.
If Ms. [redacted] wishes to place a cease and desist on her account, please have Ms. [redacted] fax a written cease and desist request to 320-237-9165 or mail her request to [redacted], St. Cloud, MN, 56303. In order to invoke or rescind a cease and desist, we need the account holder's signature.
Please note that once a cease and desist is placed on the account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
In addition, Ms. [redacted]'s account would be closed to future purchases and additional purchases on her account will not be allowed. However, Fingerhut orders would be able to be placed online using Visa, MasterCard, or Discover as payment.
Also, any outstanding balance will continue to accrue interest and late fees may be assessed. Ms. [redacted]'s account is still subject to the original terms and conditions of the Agreement.
As a courtesy to Ms. [redacted], we have temporarily suppressed collection calls until October 4, 2014. However, if payment arrangements are not made to bring the account current, collection activity may resume any time the account is in a past due status.
If Ms. [redacted] would like to discuss which payment plan option would work best, she may contact our Billing Department at [redacted]. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Standard Time.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ljg

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

As a new customer with Paycheck Direct (3 months) I would have to say that it was a bit of a bumpy road, but they QUICKLY changed my experience around. I brought a treadmill and had it for only a week I believe? I called them and explained to them my concern about my purchase. In no time, I received a letter in the mail with a paid postage to return the item. I have to admit that the whole return policy ran rather smoothly, despite a couple of glitches. Overall, I will be a returning customer! Sorry that there aren't enough positive reviews! I think you guys are doing great, especially for a company that hasn't been around for long!

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

CONFIDENTIAL COMMUNICATION   January 4, 2017                                     ...

  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.   In Mr. [redacted]’ inquiry he states he has been unable to get his billing issue resolved with Fingerhut.  Mr. [redacted] also states he has made roughly $60.00 in payments towards his balance due.   After reviewing Mr. [redacted]’ account, his first purchase was on August 31, 2016 in the amount of $129.48.   On September 27, 2016, Mr. [redacted] made a second purchase of $222.98 of which he returned on October 17, 2016.  Mr. [redacted] received credits of $202.04, $7.95, and $12.99 for the item, original shipping and return shipping.   Payments have been received in the amounts of $29.48 on September 27, 2016 and $30.00 on October 27, 2016.  When Mr. [redacted]’ November statement was sent he owed a minimum payment of $8.99, as his balance was $98.35.  This payment was due on December 7, 2016.  When payment was not received, Mr. [redacted] received a late fee of $8.99.   As a courtesy, this late fee of $8.99 was refunded to Mr. [redacted]’ account.  Mr. [redacted]’ current balance is $79.10 and the minimum due to bring the account current is $17.98 which is due by January 7, 2017 to avoid any further late fees.   We apologize for any inconvenience this may have been caused to Mr. [redacted].  If he has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 AM and 8:00 PM, Central Time, Monday-Friday.   Thank you for allowing us to explain.   Sincerely,   Vi [redacted] Executive Care Team   VF/AH

Initial Business Response /* (1000, 5, 2014/05/09) */
CONFIDENTIAL COMMUNICATION
May 2, 2014
Revdex.com of Minnesota
Attn: [redacted] # [redacted]
220 South River Ridge Circle
Burnsville, MN 55337
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 Account.
Upon review of Ms. [redacted]'s account we found that she contacted us on April 28, 2014 and was requesting the payoff amount on the account. The information that was provided to her was $352.44, her current balance as of that day. She did request an exact payoff amount and the information that was provided was the best information we had available at that time. Unfortunately we would not have been able to provide an exact balance for a specific date in the future.
We received a payment from Ms. [redacted] on her account in the amount of $360.00 on April 30, 2014.
Upon further review of Ms. [redacted]'s account, we have found that her account has been sold to [redacted] on April 21, 2014 and the account was updated to a Sold status on May 2, 2014. The payment of $360.00 will be forwarded to [redacted] and this process may take up to a month. Ms. [redacted] may contact [redacted] at [redacted] to address any further concerns regarding her account.
We apologize for any inconvenience this matter may have caused Ms. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
VF/rsh

Initial Business Response /* (1000, 5, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 17, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted],...

[redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased a Prospera TENS Electronic Pulse Massager on December 9, 2015. We have received notification from Ms. [redacted] that she did not receive this item. This item was shipped via UPS with the tracking number [redacted] and was delivered on December 15, 2015.
When a customer states they have not received ordered merchandise, Fingerhut has certain policies and procedures in place in order to conduct an investigation. A legal affidavit was mailed to Ms. [redacted] on February 16, 2016. She should allow 10-15 days to receive this document.
As we understand the severity and urgency of this situation, Ms. [redacted] may fax the affidavit to [redacted], Attn: Kristina or mail the completed document to [redacted] St. Cloud, MN 56303.
Ms. [redacted] states she received a pen from Fingerhut and has offered to return the pen. We have no record of her ever receiving a pen from Fingerhut.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS

Initial Business Response /* (1000, 7, 2015/04/13) */

CONFIDENTIAL COMMUNICATION
April 13, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms....

[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates an order for a Butterball Indoor Electric Turkey Fryer was placed on November 28, 2014. Our records indicate that Ms. [redacted] notified us that she did not receive the scheduled delivery of the Butterball Indoor Electric Turkey Fryer on December 15, 2014.
When a customer states they have not received the merchandise ordered, Fingerhut has policies and procedures in place in order to conduct an investigation. Our records indicate that a non-receipt of merchandise was sent to Ms. [redacted] on December 15, 2014.
Our records indicate we received Ms. [redacted]'s completed affidavit on January 5, 2015 and refund for the merchandise was issued to her account. Unfortunately, the credit for the two year extended service plan was not issued at this time leaving a small balance on Ms. [redacted]'s account.
We have issued a credit to Ms. [redacted]'s account for the two year extended service plan, late fees and interest charges. Ms. [redacted] currently has a zero balance on her account. An electronic update has been sent to the bureaus (Ref. #[redacted]). Please allow up to 30 days for Ms. [redacted]'s credit report to be updated.
Ms. [redacted] is a valuable customer and we apologize for any inconvenience this matter may have caused her. Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC

Initial Business Response /* (1000, 7, 2015/02/11) */
CONFIDENTIAL COMMUNICATION
February 11, 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.
It is in regards to Ms. [redacted]'s purchase dated December 15, 2014 for a Goldtone Family Birthstone Name Ring. Her account is noted she contacted us on January 7, 2015 first notifying that the ring was defective and being returned to us.
We received it as a return on January 16, 2015. Her account was not immediately credited as the return went under review to validate the defective claim and that it met the terms and conditions of the return policy.
On January 22, 2015 Ms. [redacted]'s return was approved, and she received credit for the full cost of the ring, including shipping/handling. This will be documented for Ms. [redacted]'s records on an upcoming monthly billing statement.
Ms. [redacted] is a valuable customer and we trust we have met her expectations of a satisfactory resolution.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 9, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that I was with in my 30 days home trial so I thought it meant I would receive a another ring. Also when I called I was told they would send the ring back. I truly be leave finger hut just don't care about making good on there products.I see were there is no reason to proceed with this since there is no longer a ring. All I can do is no longer deal with fingerhut
Final Business Response /* (4000, 11, 2015/02/16) */
CONFIDENTIAL COMMUNICATION
February 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 further inquiry we received from your office on behalf of Ms. [redacted].
A customer service agent telephoned Ms. [redacted] on February 13, 2015 regarding the defective ring she returned. The agent reassured Ms. [redacted] of the account credits she received for the ring and the one-year extended warranty she purchased for additional coverage on it.
Ms. [redacted] authorized a replacement order for the same item and a one-year extended service plan on it; the order was successfully placed by the agent. As a goodwill gesture, the agent advised that a 20% discount for $35.39 had been applied to the order total, and that she would see it on a future monthly statement.
Ms. [redacted] indicated that she was satisfied with this outcome and considered this matter resolved; we appreciate her ongoing patience and understanding while we worked to achieve it.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> May 26, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted]– [redacted], [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] states he purchased a PS4 and was credited for both the merchandise and the shipping/handling.  Mr. [redacted] states he also purchased an XBOX with Gears of War Bundle. He was credited for the merchandise but was required to pay for the shipping/handling.  Mr. [redacted]’s desired result is to have the shipping and handling for the XBOX credited to his account and for us to send him a replacement XBOX Bundle System.
 
Our records indicate Mr. [redacted] purchased a Sony PS4 500GB Console Bundle with Star Wars Battlefront Game Voucher and 4 Star Wars Classics Game on January 18, 2016. The total price of the merchandise was $479.99. Mr. [redacted] redeemed the promotion code FREESHIP with his order. This provided his purchase with free shipping. Mr. [redacted] returned this product to Fingerhut and credit for the full merchandise price $479.99 was credited to his account on February 8, 2016. Mr. [redacted] was not charged a return shipping fee for this item.
 
On February 9, 2016 Mr. [redacted] purchased an XBOX One 500GB Console & Gears of War: Ultimate Edition Download Code Bundle. We received this item as a return from Mr. [redacted] on March 7, 2016. $446.04 was credited on that same date for the full merchandise price.
 
As our return policy states, “the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error.” Therefore, Mr. [redacted] was required to pay for the original shipping/handling of $20.99. Mr. [redacted]’s reason for the return was “price/value.” Since this is a “non-qualifying” return reason, Mr. [redacted] was charged $23.95 for a return shipping fee.
 
Mr. [redacted] requested to close his account on March 13, 2016. If Mr. [redacted]’s account was not paid in full when he closed it, his outstanding balances will continue to accrue interest and other charges and be subject to the terms and conditions of the Agreement. As of March 13, 2016 Mr. [redacted] is not able to use his Account for any future purchases.
 
If Mr. [redacted] wishes to order in the future, we accept Visa, MasterCard, Discover and American Express
 
At this time Mr. [redacted]’s current balance is $113.17. A minimum payment of $54.97 is due by May 27, 2016.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Initial Business Response /* (1000, 5, 2014/05/08) */
CONFIDENTIAL COMMUNICATION
May 8, 2014
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
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.
I want to clarify with Mr. [redacted] that this is a revolving account and as such, there is a required minimum amount due each month. A customer can pay more than the minimum amount due, but it will be applied to the month in which it was received. Revolving credit accounts cannot be "paid ahead".
Mr. [redacted]'s account has accrued late fees. Late fees accrue when a payment is received past the scheduled due date or the amount received does not meet the required amount due.
Mr. [redacted]'s account reflects he was receiving electronic billing statements each month. Once an account becomes past due, both electronic and a paper statement are issued. This is to make sure our customer is aware of their account status.
In relation to Mr. [redacted]'s account, a goodwill gesture was made by crediting two accrued late fees. However, please understand we cannot change our credit bureau reporting. Please allow me to explain.
As stated in the Terms and Conditions of his account under the "Reporting and Monitoring" section it states:
"We may report information about your Account to credit bureaus. Late payments, missed payments, or other defaults on your Account may be reflected in your credit report."
After careful review of Mr. [redacted]'s account, our records indicate we are reporting his account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/mhp
Initial Consumer Rebuttal /* (3000, 7, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I indeed contact fingerhut when my daughter was in the picu recovering from her second open heart sergury and explianed the whole situation that I was going to be late because I was living in the hospital with my daughter because she could not be left alone for she is only 5.I also explianed that I was in the process of buying a house for my family and could not have not have any late payments show on my credit report the customer service rep said they would put a not on the account and that because I called in ahead of time to let them know that it would not show on credit. report they also wished my daughter well and said if there was anything else they could help with to let them know. so here I am asking for them to take the 2 late marks off my credit report so I can buy my family a safe home and now thers a problem. I think it is a sin that a lousy 39.00 dollars can hold someone up from bettering there future. I also called experian and they said they will report whatever the business wants them to so they can indeed remove these late marks off my credit. all this from a business who cliams to give there customers a second chance. I want to keep my account with fingerhut but I feel like this is really unfair. please can you help me I have already lost so much money in my deposit for the house I was trying to buy but could not because of this situation and now I have to start all over looking for another house but I cannt untill them 2 late marks are off my report.

Initial Business Response /* (1000, 6, 2014/11/25) */
CONFIDENTIAL COMMUNICATION
November 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 inquiry that we received from your office on behalf of [redacted] regarding the refund on his WebBank/Fingerhut FreshStart Credit Account.
According to the notes on the account, the overpayment in the amount of $37.19 was sent back to Mr. [redacted] on November 14, 2014. It should be received at the address we have on file within 15 days of that date. We consider this issued closed at this time.
The terms of the WebBank/Fingerhut FreshStart Credit Account state:
You may not be eligible to be considered for a WebBank/Fingerhut Credit Account if you die, file for bankruptcy, enter a consumer credit counselling service program, make any past due payments, or have any payments returned unpaid, or if you enter any other negative credit status.
Per the terms of the account, Mr. [redacted]'s account was not eligible for graduation to a WebBank/Fingerhut Advantage Credit Account at the time it was paid off. There were two late payments that were not received by the due dates of May, 05, 2014 and the other from August 05, 2014. The payments were received on May 13, 2014 and August 16, 2014.
Instead of losing the opportunity presented by the WebBank/Fingerhut FreshStart Credit Account, we will be issuing a WebBank/Fingerhut FreshStart Retry Credit Account to Mr. [redacted]. The account will be evaluated and a notification that the new account has been created will be sent to him by December 14, 2014. This account with have the same terms and conditions as the original credit account he received, and it will allow him to reattempt the program.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

CONFIDENTIAL COMMUNICATION
 
New Roman" size="3"> May 16, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄ # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted], [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Ms. [redacted] has stated she ordered items in the amount of $352.06 on her Fingerhut Credit Card Account and never received the package that was sent to her via UPS Tracking [redacted]. She claims UPS has no record of this delivery. Ms. [redacted] states that Fingerhut is making her pay for a package that she never received and has repeatedly tried to resolve this issue. She has requested a credit to her account of $352.06.
 
Our records indicate that the tracking number for this package was delivered March 23, 2016 at 10:40 AM. This information is available on the UPS website. Due to this information, it is our policy that Ms. [redacted] provide us with a copy of a police report in order to further investigate the merchandise not received. We were given information for a police report, but when we called the Paris, Texas police department they were unable to verify the report under the case number given. At this time, we would need a copy of a valid police report.
 
Please mail the police report to [redacted] Saint Cloud, MN 56303 or fax to ###-###-#### attention: Executive Care Team –Jessica.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
 
Vi [redacted]
Executive Care Team
 
VF/jm

Initial Business Response /* (1000, 5, 2014/11/19) */
CONFIDENTIAL COMMUNICATION
November 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 an incorrect item that was received on her WebBank/Gettington Credit Account.
In order to ensure our customers' satisfaction by providing access to a larger variety of products, we contract with vendors that ship some of our inventory directly from their warehouses. In some cases, they also have contracts with other companies for product lines that we do not carry.
In this case, it appears that one of these products may have been shipped to Ms. [redacted] in error. The product that was ordered, and the product that she should have received, was the Sex In The City Lust 3.4 Oz EDP Instyle Parfum. The product received titles "Sexy City" is not carried by Gettington.com at this time.
I have issued credit for the entire item in the amount of $7.35.
I have attempted to contact Ms. [redacted] at the telephone number we have on file on November 18, 2014 without success. Should Ms. [redacted] wish to receive the correct item with the original discounts, she may contact one of phone agents at [redacted] and place her order. I have authorized the applicable credits in the notes on the account.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/jw

Initial Business Response /* (1000, 5, 2014/07/18) */
CONFIDENTIAL COMMUNICATION
July 17, 2014
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing...

in response to the inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates that an order was placed on May 25, 2014 for a Lifetime Tamarack 120 Sit On Top Kayak online. Our tracking information indicates that Ms. [redacted] refused delivery of the shipment and it should have been sent back to Fingerhut.
Upon further investigation we found that the shipment Ms. [redacted] refused was still at the freight company's terminal.
While we strongly advise customers to make their minimum payment to keep their account in good standing, we recognize the factors that caused a balance to exist on Ms. [redacted]'s account that, under normal circumstances, would not normally have arisen. We have issued a credit for the Lifetime Tamarack 120 Sit On Top Kayak, late fees and finance charges. Additionally, our records indicate that no negative information was reported to the credit bureau regarding Ms. [redacted]'s account in relation to this matter
As of July 17, 2014, Ms. [redacted]'s account has a zero balance.
We apologize for any inconvenience this may have caused. Our customers are very important to us and we strive to assist and satisfy them.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ca

CONFIDENTIAL COMMUNICATION
 
January 17, 2017                                      ...⇄ #[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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.  
 
In Ms. [redacted]’s inquiry she states the promotion code offered free shipping on the first order with an approved Gettington Credit Account and as this was her first order the promotion code should be honored.
 
In our review of Ms. [redacted]’s past contact with our company, the only promotion code she requested to have applied to her order was GTN831, which as previously stated, was not valid on the items she ordered. Upon receiving the additional information Ms. [redacted] provided we have verified that the promotion code she is referring to is FSGTN and not the promotion code she originally provided. As such, we have honored Ms. [redacted]’s request and credit has been issued for the shipping and handling charges of $65.92. This credit will appear on Ms. [redacted]’s statement within 1-2 billing cycles.
 
If Ms. [redacted] has further questions or concerns she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT.
 
Thank you for allowing us to explain and assist.
 
Sincerely,
 
 
Vi [redacted]
Executive Care Team
 
VF/bw

Initial Business Response /* (1000, 5, 2015/10/20) */
CONFIDENTIAL COMMUNICATION
October 19, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted] Jr, [redacted]
Dear...

Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] Jr. regarding a WebBank/Fingerhut Advantage Credit Account.
Per the Account Terms and Conditions to which Mr. [redacted] has agreed, "We may increase or reduce your credit limit, or suspend or terminate your Account at any time without cause. We will provide notice to you to the extent applicable by law." Any reduction, increase, or other change to the account's credit limit is the result of ongoing systematic monitoring of the account activity data. This information may pertain to the customer's Fingerhut Account as well as their credit history as a whole.
Customers who show an overall strong performance with respect to credit may notice their Fingerhut Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer's regular credit limit is given a permanent increase matching the amount of the order(s), to a round dollar figure. If no orders are place within the applicable time frame, the temporary increase expires and the regular credit limit is restored.
In regards to Mr. [redacted]'s concern that the credit increases may lower his credit score, unfortunately, credit reporting agencies do not reveal the exact details and inner-workings of their scoring systems. What is known are the basic components and attributes of a credit file that are influential determinants of the overall credit rating. If our temporary credit increase would have any impact in this regard, it would be in relation to the "credit utilization" (also known as debt-to-credit-limit ratio), which is the percentage of available credit that has been borrowed.
While we feel this process does not have any long-term, unreasonable impact on our customers' credit ratings, we respect and accommodate customer requests to opt out of credit increases.
Our records indicate that Mr. [redacted]'s credit was increased to $2000.00 on June 3, 2015. On August 17, 2015 Mr. [redacted] requested to opt out of temporary credit line increases. This request could not be processed as Fingerhut requires customer's specify both temporary and permanent increases be frozen.
After another account review, Mr. [redacted] was given an additional temporary increase on September 3, 2015. Mr. [redacted] notified Fingerhut on September 10, 2015 that he no longer wanted any credit increases on the account. This request was processed on September 23, 2015 and his credit limit was frozen at $2000.00.
Per Mr. [redacted]'s request, his WebBank/Fingerhut Advantage Credit Account was closed on September 27, 2015.
We trust this explanation will meet Mr. [redacted]'s expectations, and would like to apologize for any confusion this may have caused him.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS