Bluestem Brands, Inc.

CONFIDENTIAL COMMUNICATION
 
Roman" size="3"> June 22, 2016                                      ...⇄
 
Revdex.com of Minnesota                                   �...⇄                                     # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
 
Re: Case # [redacted] – [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
 
Mr. [redacted] states the secondary phone number on his Fingerhut account is inactive. He would like this number removed from his records.
 
Our records indicate Mr. [redacted] contacted Fingerhut on June 16, 2016 to have the phone number ###-###-#### removed from our records. On that same date we removed the number from our records.
 
Thank you for allowing us to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
 
VF/KS

Initial Business Response /* (1000, 9, 2015/05/04) */
CONFIDENTIAL COMMUNICATION
May 1, 2015
# [redacted]
Revdex.com of Minnesota
Attn:[redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...

writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Credit Account.
Our records show that Ms. [redacted] made a purchase order on August 11, 2014 for a Whitmor Supreme Double Rod Garment Rack and a Dirt Devil Vibe Stick Vac. On the same date, the required $30 down payment was successfully made, and the order processed, shipped, and billed as normal. In the inquiry and in several earlier contacts with us, Ms. [redacted] has stated that she never received the items.
A review of the recording of the phone order confirms that the agent properly verified the shipping address with Ms. [redacted] before it was submitted. The agent states, "...this will be shipped to [redacted], [redacted]., Houston, TX 77004...can I go ahead and place the order now, [redacted]?" and Ms. [redacted] states, "Yeah, alright."
Our records indicate that Ms. [redacted] telephoned the Customer Service Department on September 30, 2014 first notifying that she did not receive the items. She begins by asking the agent why the merchandise was sent to [redacted]. instead of [redacted].; the agent, in turn, asks, "So it's 2410?" and Ms. [redacted] answers, "Yes, ma'am." Ms. [redacted] states that her aunt lives at 2412 but is not able to check with her about the package as she's been in the hospital. She further explains that, from the outside, the building in which she and her aunt live "looks like one big house" but is actually "divided up in four-plexes." The agent ends the call advising that she is sending an affidavit of merchandise not received to the [redacted]. address, and that it needs to be completed and returned to us in order to begin resolving the matter.
Ms. [redacted] next telephoned Customer Service on October 16, 2014 requesting an affidavit for the missing merchandise. Seeing the previous agent's note that an affidavit had already been sent (per the conversation described above), the phone representative reminds Ms. [redacted] that she should have received it. Ms. [redacted] asks for the address it was sent to, the agent states [redacted]., and Ms. [redacted] says, "No, no, no...that's not the address, I keep telling them that." The agent requests the correct address, and Ms. [redacted] says, "Yes, ma'am, it's [redacted]." Ms. [redacted] re-verifies this as the correct address two more times, and the agent sent a new affidavit to the 2412 address.
In other phone conversations that Ms. [redacted] has had with Customer Service and the Billing/Recovery Departments, she states that she received an affidavit but that only one of the two missing items was on it. Our records confirm that a total of three affidavits have been sent to Ms. [redacted] regarding this matter (the third and most recent being sent on January 28, 2015 to the 2412 address), and that each of them included both the garment rack and Dirt Devil vac.
To date, we do not have record of ever receiving Ms. [redacted]'s signed, dated, and completed affidavit. We also did not find any formal billing dispute being submitted to us about this issue, and as a result Ms. [redacted] remained subject to billing of the items per the terms and conditions of the Agreement (detailed instructions about filing a billing dispute appear on the reverse side of each of her monthly billing statements).
Carrying an unpaid balance for six-plus consecutive months, the account moved to a charge-off status on March 20, 2015. It was then sold for debt recovery purposes to [redacted] Services L.P. on April 30, 2015. The account is no longer in our possession and we no longer have the rights to service it. For any further questions regarding the debt, Ms. [redacted] should contact [redacted] directly at [redacted].
Thank you for allowing us to explain.
Sincerely,
[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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
At issue are several items Ms. [redacted] returned to us. The returned items correspond to order numbers [redacted] and [redacted].
The item returned to us from order ending '[redacted]' was a Just My Size Back Smoothing Wire Free Bra, which we received on June 9, 2014. On this same date, Ms. [redacted]'s account was credited the merchandise price of the item; however, the original shipping and handling is non-refundable on return merchandise. Similarly, on the postage paid label we provided and that Ms. [redacted] used, it clearly states a customer will be charged the return shipping cost if the item returned is for a "non-qualifying return reason." A return shipping fee of $7.95 was deducted from the return credit as the item did not meet the "qualifying return reason."
Ms. [redacted] disputes the item should be subject to the return shipping fee. She states the item size reflected on the order invoice--and the same size she received--is not the size she selected when placing the order. Our servicing system indicates the order was placed on our website, meaning we shipped the item exactly as specified by the customer herself. On June 11, 2014, we made an exception to our policy and credited the $7.95 return shipping fee back to the account.
The items returned to us from order ending '2504' were a Just My Size Comfort Cushion Strap Bra, a Just My Size Casual Cotton Bra, and a Dr. Scholl's Bubbling Foot Spa. We received all three items as returns on May 9, 2014, issuing credit for them at that time. These items were also subject to return shipping fees, just one fee of $7.95 for the two clothing articles and $14.95 for the Foot Spa. Again, our records show this order was placed on the website, and it was fulfilled exactly as ordered. Items returned to us as defective in most cases will meet the "qualifying return reason" and should not be subjected to a return shipping fee. Ms. [redacted] now states in her inquiry that the Foot Spa was defective; however, her account has not been noted that we were informed of this prior to her inquiry. We apologize if she notified us of this earlier, but as a reassurance, we have now credited the $14.95 return shipping fee for that item.
Likewise, we have decided as a last and final exception to our return shipping policy, to credit the $7.95 return shipping fee for the two clothing articles. Ms. [redacted] should be advised that her account is noted that any future items returned truly not meeting the qualifying return reason will be subjected to return shipping fees - no exceptions. Our return policy is listed in the terms of sale in the customer's catalog, on their packing slip and under the Help button on our website.
Ms. [redacted] will see these credits on a future billing statement.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

Initial Business Response /* (1000, 5, 2014/07/16) */
CONFIDENTIAL COMMUNICATION
July 16, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We want to ensure Ms. [redacted] has the information that will provide a clearer understanding of her credit account balance.
The current account balance originated with the order dated April 8, 2014 that consisted of a Presto Stainless Steel Percolator, a 122-piece LEGO set, and a 105-piece LEGO set. (There is one other order from the same date consisting of only the Presto Percolator, but as a reassurance to Ms. [redacted], we received this item as a return and credited her account the full cost of the order, including shipping/handling charges.)
Ms. [redacted] used a promotion code for a $10.00 discount off of the order total, and also received a 30% discount on one of the LEGO sets. After subtracting these discounts, the total cost of the order amounted to $84.41.
The first payment for the order was due on May 24, 2014; unfortunately, we did not receive a payment by this date, and her account incurred a late fee of $13.99. As a reminder, a late fee is assessed when a payment is received past the scheduled due date or the payment received does not meet the required amount due. Accounting for this late fee and the related interest charge of $1.79, Ms. [redacted]'s balance went from the original $84.41 and increased to $100.19.
We received Ms. [redacted]'s May payment on June 5, 2014 for $13.99. Additionally on June 3, we made a one-time exception and credited her account for the $13.99 late fee from May (this credit was not for shipping/handling as Ms. [redacted] states in her inquiry). Unfortunately, we did not receive Ms. [redacted]'s second payment that was due on June 24, and her account again incurred a late fee for $23.98. Ms. [redacted]'s payment, the credited late fee, the new late fee and related interest charges brought her balance to $97.88.
With her $17.98 payment made on July 10, Ms [redacted]'s account is now paid current and in good standing. After this most recent payment, her balance stands at $79.90 as of the date of this letter.
We strongly advise Ms. [redacted] review her monthly billing statement to ensure her payment arrives on or before her monthly due date to avoid any further late fees. Additionally, there has been no negative report to the credit bureaus in regards to this matter.
We appreciate her patience while awaiting our explanation.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION

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August 1, 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 your request to have your $30.00 down payment refunded to you, since you returned the item you ordered. 
 
Our records indicate you were charged $214.98 in total for that order, which breaks down into $169.99 for the price of the item, $29.49 for shipping and handling and $15.50 for tax. 
 
When you returned the item, you were credited $185.49 dollars, which is the combination of the price of the item, and tax. Your account was not credited for the original shipping and handling, which is in accordance with our Return Policy.  Our Return Policy states, in part:
 
We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customer.
The shipping and handling amount of $29.49 remained on your account as a balance. Since the $30.00 down payment is applied to the account as a payment, it fulfilled the $29.49 balance, and as such, is non-refundable. 
The remaining $0.38 was written off, so a retry account could be established. That account is available to you to use, however, you will need to make a new down-payment if you choose to place an order on it. 
Thank you for this opportunity to explain.
 
Sincerely,
 
 
 
Vi [redacted]
Executive Care Team
Fingerhut Customer Service

Initial Business Response /* (1000, 18, 2014/09/15) */
CONFIDENTIAL COMMUNICATION
September 15, 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 Ms. [redacted].
As stated in the inquiry and supported by our records, Ms. [redacted] placed an order on her WebBank/ Fingerhut FreshStart Credit Account on December 26, 2013. When Ms. [redacted] notified us that she did not receive the order, we sent her an affidavit of "merchandise not received" so that we could open and investigate her claim.
Her account is noted on January 29, 2014 that we received her completed affidavit, but due to an oversight, Ms. [redacted] only received partial credit for the missing order. We appreciate Ms. [redacted]'s cooperation and patience for having to complete and return several affidavits. Due to her ongoing efforts, she received the last remaining credits for the missing order on May 16, 2014. As of that date, she finally had credit for the total cost of the order including shipping/handling.
Per the terms of the FreshStart Program, Ms. [redacted] had previously made a $30 down payment towards the order. After receiving full credit for her missing order, she had a $30 overpayment on her account and was entitled to a refund of the same amount. We mailed the refund in the form of a paper check on July 1, 2014 via regular U.S. Mail. She would have received it shortly afterward at her [redacted] Hartford, CT 06114 address. As of the date of this letter, her account now reflects a zero balance.
We sincerely apologize to Ms. [redacted] for the excessive delay in processing her missing order claim. We trust this explanation, adjustments made to her account, and refund check sent to her all amount to a satisfactory resolution of this matter.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 20, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My credit has been ruined because of this. This was my way to build credit not have bad credit. Now it shows on my credit report I made late payments which is false
Final Business Response /* (4000, 22, 2014/09/22) */
CONFIDENTIAL COMMUNICATION
September 22, 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 further inquiry that we received from your office on behalf of Ms. [redacted].
Ms. [redacted] now states that her credit file has been negatively impacted as a result of the issue outlined in the inquiry. As a reassurance and added corrective measure, we have now updated the information on Ms. [redacted]'s WebBank/Fingerhut FreshStart Credit Account to the credit bureaus to remove any negative reporting relating to her missing orders.
We further advise her to allow up to 30 days to see this change reflected on her credit report. Having provided Ms. [redacted] with all the information available to us, along with the additional measures taken on her behalf, we are now considering this matter closed.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

Initial Business Response /* (1000, 5, 2014/12/03) */
CONFIDENTIAL COMMUNICATION
December 3, 2014
# 3542773957
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 Mr. [redacted] regarding a WebBank/Fingerhut FreshStart Credit Account.
Per the terms of the FreshStart credit program, a customer's order will not ship or be billed until a $30 down payment has been successfully applied towards the order. Our records support that we received Mr. [redacted]'s down payment on October 1, 2014.
In an effort to prevent unauthorized account activity, the Credit Risk Department takes certain measures, on an ongoing basis, to validate customer account information. If after comparing it with the information provided by their outside sources they have strong evidence of a discrepancy, the order is held until the account can be fully validated.
This is the case with Mr. [redacted]'s account, and our records show that both orders placed on October 1, 2014 did not ship for this reason. The order charged to his Visa card ending '4747' for $27.98 is being refunded back to the card, and may require up to three to five business days before the transaction finalizes and posts.
Mr. [redacted]'s $30 down payment applied to his FreshStart order is also being refunded. Our method of refunding these down payments is currently limited to a paper check sent via regular U.S. Mail. He should allow up to two weeks from the date of this letter for it to arrive at his address on file of [redacted] Jefferson, NC 28640.
Mr. [redacted] is encouraged to contact our Credit Risk Department to finish validating his account information so that he may shop using the FreshStart Account. Their phone number is[redacted] with phone agents available Monday through Friday, 8AM to 5PM Central Standard Time.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah

CONFIDENTIAL COMMUNICATION

align="left"> 
September 20, 2016
 
 
Revdex.com of Minnesota                                   �...⇄
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN  55337
 
 
Re: [redacted]
Case #: [redacted]
 
Dear Ms. [redacted],
 
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut FreshStart Installment Loan Account ending in [redacted].
 
Ms. [redacted] states she opened a WebBank/Fingerhut FreshStart Installment Loan account in 2011 and in 2013 the account was reported to a third party collector, [redacted], with a balance of $104.11. She further states on June 14, 2013 she made a payment of $104.11 and this company continues to sell her information to other third party lenders. Ms. [redacted]’s desired resolution is to have the trade line removed from her credit reporting and have this company no longer sell her information.
 
According to our records the WebBank/Fingerhut FreshStart Installment Loan account ending in [redacted] was opened online on September 2, 2011. Since the application was completed online, a written signature was not required. An order was placed on September 23, 2011 online for a 7pc Stainless Kitchen Tool Set, a Thomson Pottery 16pc Quadro Dinnerware Set and a Super Chef 44-pc. Cutlery and Kitchen Gadget Set. The merchandise was shipped via FedEx to the address on the application.
 
Fingerhut received the required $30.00 down payment with a MasterCard debit card ending in [redacted]. A further payment of $40.00 was received on November 18, 2011 from a checking account ending in [redacted]. As there were no further payments received, the unpaid balance of $104.11 charged off on May 9, 2012 and the account was sold to [redacted] Capital on February 1, 2013. Once an account is sold Fingerhut no longer owns or collects on the debt.
 
According to an account review on September 16, 2016, Equifax is reporting the account accurately as Transfer/Sold with a zero balance. TransUnion is no longer reporting a trade line. Nothing is reporting to Experian, as Fingerhut did not begin reporting to Experian until October 2013.
 
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states:
 
“If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.”
 
Conversely, accounts that are in good standing will be reported as well.
 
We understand Ms. [redacted]’s frustration and have reached out to [redacted] Capital with her concerns. If Ms. [redacted] has questions regarding the details of her account, we would encourage her to contact [redacted] Capital, as they have full access to her account information at this point. [redacted] Capital can be reached directly at ###-###-####.
 
Thank you for allowing us to assist and explain.
 
Sincerely,
 
 
 
 
Kari [redacted]
Executive Care Team
KD/sa