Bluestem Brands, Inc.

Initial Business Response /* (1000, 5, 2014/12/23) */
CONFIDENTIAL COMMUNICATION
December 23,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- *** ***
Dear Ms***,
I
am writing in response to the complaint that we received from your office on behalf of *** *** regarding the return of the Aurora Desktop Shredder to her WebBank/Fingerhut Advantage Credit Account
According to the notes on the account, a postage-paid label was emailed to Ms*** on December 10, for the return of her itemWe apologize that she feels the item was misrepresented in our descriptionAccording to the description on the website, the dimensions of the product are 9.5"W x 7"D x10"HAs stated in the title, the item is a Desktop Shredder with a gallon wastebasket
Our return policy states that shipping and handling is non-refundable
Fingerhut's Return Policy:
We will issue an exchange or refund for most items returned in new condition within days of receiptReturns will not be accepted for credit after daysOther product concerns must be handled under the manufacturer's warrantyShipping and handling charges are non-refundableReturn postage is the responsibility of the customersMusic, movies, video games and software must be return unopened with the factory seal intactExchanges are permitted for identical product onlyComputers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within day home trial periodProducts sold as sets must be returned as sets, partial returns will not be acceptedPersonalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defectiveExchanges are permitted for identical product onlyGift cards cannot be returnedOther restrictions apply
As an exception to our return policy, I have authorized the return on the account including shipping and handling as of December 23, Please advise Ms*** that she may use the label in her email to return the item
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/jw

I am rejecting this response because:
The bank has stated that nothing has changed with account numbers at all These derogatory remarks must be corrected

On 12/I placed an order for a laptopThe company debited money $from my account on 12/and then "cancelled" my order on 12/ I discovered this online when I logged onto my accountI called on 12/and was told the item was out of stockI then had the representative look up another laptop to verify it was in stockShe confirmed that it was, but told me they would need to issue a refund and I would need to pay $for the down payment on the new laptopI was also told a request to speak to a supervisor was submitted and I would receive a call back in hours I paid again The money was debited from my account on 12/and then my order was canceled again on 12/I called again and asked to speak to a supervisorI was told none were available and I would receive a call back in hoursThey were able to get approval for a third computer at a 10% discount, but they wanted another $payment! I refused and told them I wanted a refundThey said it was processed and I would be contacted in hoursI never received any callsOn 12/I received mail stating my account would be drafted for both amounts on 12/I called to confirm the previous orders were cancelled and the representative said they were not! When I asked if my previous refund of $was processed she said that was also not processedThis company should NOT be charging until product ships AND it should not take 10-days for a refund when they debit it out of an account in day! Do not do business with this company!

Initial Business Response /* (1000, 5, 2014/03/28) */
*** StCloud, MN
www.fingerhut.com
CONFIDENTIAL COMMUNICATION
March 27,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case
# *** - *** ***
Dear Ms***,
I am writing in response to an inquiry we received from your office regarding *** ***
Our records indicate that a scheduled payment plan was set up on July 18, for payments to begin on August 13, for months in the amount of $each
However, because the minimum payment amount due is based on the balance owed, this minimum payment amount changed when an order was placed on September 25, in the amount of $
Ms***'s monthly billing statements print on the 17th of each monthEach billing statement indicated the minimum payment amount due
Her monthly billing statement dated October 17, indicated the order that was placed on September 25, The October 17, monthly billing statement also indicated that a minimum payment of $was due by November 13,
The November 17, monthly billing statement indicated the payment in the amount of $received on November 13, The statement also indicated that a minimum payment of $was due by December 13, with $of this amount past due
When we do not receive the correct minimum amount due as indicated on the monthly billing statement, the minimum payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedWe may charge a late fee and the balance owed will accrue interest
I understand that Ms*** had scheduled payments set upHowever, it is our customer's responsibility to review each monthly billing statement for potential errors or concerns
As of March 27, Ms***'s Fingerhut Credit Account has a minimum payment of $due by April 13, with $of this amount past due
She may contact our Payment Department at ***, Monday - Friday, 7:AM - 9:PM Central Time to discuss payment options with them
Thank you for this opportunity to explain
Sincerely,
***
Executive Care Team
VF/tas

Initial Business Response /* (1000, 5, 2015/01/13) */
CONFIDENTIAL COMMUNICATION
January 13,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut FreshStart Credit Account
Per the terms of the FreshStart credit program, an order does not ship and is not billed until a $down payment is successfully applied towards it
Although we had Ms***'s required down payment, we were unable to ship the Keurig Elite K-Cup Brewing System for the reason that it went out of stock shortly after she ordered itWe apologize for any inconvenience this may have caused, including the extended amount of time Ms*** has been waiting for it
We would not hesitate to fulfill her order if the item were available; unfortunately, it remains out of stock with a tentative in-stock date still unknownMs*** has her full $if she would like to purchase an alternate item/sOur Order Line is open hours a day, seven days a week at ***
To request to have her $down payment refunded, she may contact Customer Service at ***, Monday through Friday, 8:00am to 8:00pm CT
We again regret any difficulty this matter may have caused her
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah

Horrible experiences with them.I had an account yearsJust paid it offHad over paid $Called to close out account and have refund back at end of NovemberWas told 7-days check comingCalled last week told a few more daysStill haven't received itEach time I call a different storyA supervisorwas supposed to callme in one business dayIts a week later no response from supervisor calledSo mad! Don't due business with them!

Initial Business Response /* (1000, 5, 2016/01/28) */
CONFIDENTIAL COMMUNICATION
January 26,
# ***
Revdex.com of
Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***, ***
Dear Ms***,
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Mr*** placed an order on November 17, for an Asus 15.6" HD 4GB Windows Laptop Computer, a MyPlace Laptop Workstation, a Markwins pcBeauty Train Case and an Elizabeth Arden Visible Difference Skin Care Set totaling $The balance on Mr***'s account prior to this order was $1,
On November 18, and November 19, 2015, Mr*** placed additional orders totaling $A systematic review is completed at the time an order is placed and based on payment history and other determining factors, an order may be approved for more than the credit limit on the accountThere are no fees charged for being over limitMr***'s orders were approved and shipped to him due to this systematic reviewWhile the systematic review will allow an order to be placed and processed initially, no further orders can be placed on the account while it is over limit
We received the return of the Laptop on January 4, According to our records, Mr*** indicated on the return reason form that he was returning the Laptop for credit because he did not like the productWhen the return was processed Mr***'s account was credited $Mr*** also received previous credits in the amount of $and $for promotional code discountsWe have credited the original shipping and handling for the Laptop as a courtesy and the credit will be reflected on a future billing
On December 9, 2015, Mr***'s monthly billing statement was sent to the address we have on file for himThe minimum payment due by January 5, was $We did not receive the payment and a late fee was assessed per the terms and conditions Mr*** agreed to at the time he opened the account
On January 11, Mr*** spoke to an agent in our Billing Department and inquired about the LaptopThe agent advised Mr*** that the Laptop had been credited and offered to take a payment to bring the account current so Mr*** could reorder the LaptopMr*** requested his account to be closed and the agent closed the account per Mr***'s request
Mr*** attempted to place an order on January 13, and on January 20, on our websiteThe orders were unable to process due to the account being closedMr*** also requested no further letters or phone calls from usPer his request a Cease and Desist was placed on his accountA confirmation letter for the Cease and Desist was mailed to Mr*** at the address we have on file on January 12,
On January 21, a payment was received of $Since the minimum payment due was $the account is still past dueIt is important to make the minimum payment by the due date each month to avoid late fees
Additionally, due to Mr***'s account being closed, we cannot place any further orders on his account and we are unable to send the Laptop
We have received the faxes Mr*** sent to us on January 14, and January 19, regarding this issue and we will send a copy of this letter in response directly to the address we have on file for Mr***
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw

Initial Business Response /* (1000, 7, 2015/01/07) */
CONFIDENTIAL COMMUNICATION
January 7,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut FreshStart Credit Account
Per the terms and conditions of the FreshStart credit program, a customer's order does not ship and is not billed until a $down payment has been successfully applied towards itOur records support that several order attempts were made on Mr***'s account in early December However, none processed and shipped as for the reason that we did not receive the down payment money
Our records indicate two separate attempts to make a $down payment occurred on December 4, via the Fingerhut websiteBank account ending '***' was the method of payment used for bothAlthough, in one instance it was designated a checking account and in the other a savings accountUnfortunately, both were declined and returned to us as invalid
On December 9, a letter was sent notifying of the declined payments and stated, in part, "It may be that the account information provided varied from what your bank has on file for you, that the account was closed or that there were insufficient funds available for the purchase...because we could not successfully obtain payment for the order, your order has been cancelled."
If Mr*** claims a payment/s was drafted from his bank account, we ask that he fax us documentation (bank statement/transaction log, etc.) reflecting the draftTo expedite, he may fax it to: ***, Attn: ***Once received, we will further investigate this matter
If he has not already received it, Mr*** will be notified by regular mail regarding his eligibility for the FreshStart credit program going forward
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah

7/26/
size="3">
Revdex.com of Minnesota
S River Ridge Circle
Burnsville, MN
RE: *** ***
Case: ***
Dear Ms***,
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding his wife’s Sahalie VIP Plus account In the interest of customer confidentiality, we will send a response directly to the customer Thank you for allowing us to explain
Sincerely,
Brandi ***
Executive Care Team

Initial Business Response /* (1000, 5, 2015/10/12) */
With the information provided by Mrs*** we were able to verify that the return was completed and I have applied credit to her account in the amount of $I have also processed a refund check in the amount of $which is
being mailed to her and she should receive within 7-daysI have left a voicemail message for Mrs*** with this information as well
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */

Initial Business Response /* (1000, 5, 2015/11/20) */
CONFIDENTIAL COMMUNICATION
November 20,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I
am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order was placed on May 6, for a McLeland Design 4" Full Gel Memory Foam Topper for a total of $including shipping and handlingWe have no record of Mr*** contacting us to advise he did not receive this item until November 11,
On February 2, 2015, Mr*** placed an order for a Life Trak RBrite Fitness Watch/Activity TrackerOn February 9, 2015, Mr*** contacted us to advise he had received the Life Trak Core CActivity TrackerOn February 9, we sent a replacement order for the correct Life Trak RBrite Fitness Watch/Activity Tracker at no additional cost, to replace the incorrect item he receivedWe have no record of MrWalberg contacting us to advise he did not receive the replacement order we sent until November 11,
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their accountThe section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regardIt states, in part:
"You must contact us within days after the error appeared on your statementYou must notify us of any potential errors in writingYou may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in questionWhile we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent
The charge in question may remain on your statement, and we may continue to charge you interest on that amountBut, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount
While you do not have to pay the amount in question, you are responsible for the remainder of your balance
We can apply any unpaid amount against your credit limit."
We have no record of being notified of the dispute as required in writing
To further assist Mr*** with the items he did not receive, we will require a police report to be filed and a copy sent to usTo expedite, Mr*** may fax the required document to: ***, Attn: Becky or via regular mail to: *** StCloud, MN Once received we will investigate further
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received statements in well over a year, I don't know why the company is lying about not receiving my complaintsI reject this response and stand by my original complaintFurthermore if the company insists on refusing to refund, I would like proof of delivery showing my confirmed signature for both deliveriesAlso if they insist on using mailed statements as a defense I would also like proof of delivery of statements
Final Consumer Response /* (4200, 15, 2016/01/07) */
I contacted the company about the orders when I had not received them, they said they would need police reports, which I provided them but I haven't heard anything more from them since
Final Business Response /* (4000, 17, 2016/01/15) */
CONFIDENTIAL COMMUNICATION
January 14,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate we have not received any police report(s) for the Memory Foam Topper or the Activity Tracker Fitness WatchAs stated previously, our investigation cannot be completed without receiving the police report for the merchandise Mr*** states he did not receive
Until such time we respectfully consider this matter closed
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw

I am rejecting this response because:
The web site failed to warn me with a pbox (when I clicked on the day Delivery) that this means the order will be Processed the next business day and then (Business) days shipping (Not including weekends) once it leaves the ware houseIf the web site had given me a warning box with an explanation like that I would not have wasted my money! It is good business practice to make sure the customer is clear on just how many days are involved!
*** ***

CONFIDENTIAL COMMUNICATION
0in 0pt; text-align: left;" align="left">
October 20,
Revdex.com of Minnesota
Attn: Ms*** ***
SRiver Ridge Circle
Burnsville, MN
Re: *** ***
Case #: ***
Dear Ms***,
I am writing in response to an inquiry received from your office on behalf of Mr*** *** regarding his Fingerhut FreshStart Installment Loan account ending in *** issued by WebBank
Mr*** states his Fingerhut debt was settled with a collection agency over thirty days agoMr*** further states he sent proof to Fingerhut that he had paid off the bill, but Fingerhut is still showing his account as a delinquent onlineMr*** is requesting for Fingerhut to update the online billing statement to a paid in full status
According to our records, an application for credit with Fingerhut was processed online October 15, Mr*** was approved for a Fingerhut FreshStart Installment Loan account with a credit limit of $
One order was placed on May 1, for a MTX Road Thunder 8" Powered Bass TubeA payment of $was processed at the time of the order with a Visa debit cardAdditional payments were processed with the Visa debit card and a checking accountThe last payment was received on February 6, for $
As no additional payments were received, Mr***’s account charged off on June 5, with an unpaid balance of $At this time, Fingerhut ceased collection activityThe account was sold to *** *** Services on July 29,
Our records indicate, an additional payment was received for $on September 16, 2016, after the account was sold to *** *** ServicesThe payment has been forwarded to *** *** Services as Fingerhut no longer owns the account
If Mr*** logs onto Fingerhut.com to view his account, the account information is still visible as Mr*** has the right to review itPayments made to the account’s new owner will not be reflected in the balance on Fingerhut.com
According to an account review on October 13, 2016, Equifax, Trans Union and Experian are accurately reporting Mr***’s account as Purchased by Another Lender or Transfer/Sold with a zero balance
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome PacketIt states:
“If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.”
Conversely, accounts that are in good standing will be reported as well
If Mr*** has questions regarding what *** *** may or not be reporting, they can be reached directly at ###-###-####
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/lg

Initial Business Response /* (1000, 6, 2015/08/06) */
CONFIDENTIAL COMMUNICATION
August 5,
Revdex.com of Minnesota Account #: ***
Attn: ***
SRiver Ridge Circle
Burnsville, MN
Re: Ms***
Case
#: ***
Dear Ms***,
We are writing in response to an inquiry received from your office on behalf of Ms*** regarding a WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity, Terms and Conditions
Ms*** states in her complaint that she is receiving collection calls twice an hour up to ten hours per dayMs***' desired resolution is for the calls to cease
Based on the call logs associated with Ms***' account, all outbound collection calls were attempted between the hours of 8am and 9pm Eastern TimeOur records also indicate Fingerhut never attempted to contact Ms*** more than six times in a day while her account was in a delinquent status
Please note that when the required minimum payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedAdditionally, we may charge a late fee and interest charges will accrue on the balance owedOur Payment Department may phone our customers with payment reminders when a payment is not received by the due date
Ms***' account is in a current statusWe thank Ms*** for her most recent payment of $on July 24,
An updated statement will be generated on August 13, with Ms***' new account balance and minimum payment that will be due on September 9,
If Ms*** wishes to cease further communication on the account, a written cease and desist request may be faxed to *** or mailed to ***, StCloud, MN,
Please note, if a cease and desist status is placed on Ms***' account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desistA monthly statement will continue to be mailed
Ms***' account would also be closed to future purchases and additional purchases on the account will not be allowedHowever, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Ms***' account is still subject to the original terms and conditions of the Agreement
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sjj
Enclosures
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are now closing my account because of there carelessnessI have PROOF I received several calls before 8amThe point of my dispute was the constant harassing callsto receive more than one call a day or calls a day is harassmentI was receiving multiple calls every hour hrs a dayThey are clearly condoning there collection practice of harassing customersMy complaint was about harassmentThere constant harassment is a violationI have PROOF! To harass a person/customer is NOT acceptable and I will NOT bow down and accept this response from themI have calls logs too and can prove I received several calls before 8am! Now they are closing my account, and punishing me for there harassment and violationsNiceI feel I have NO choice but to escalate this and confer with an attorneyOne thing I have learnedIts not what you know, its what you can proveI CAN PROVE IT, between the recorded calls and call logs I can prove my case

Initial Business Response /* (1000, 5, 2015/07/08) */
CONFIDENTIAL COMMUNICATION
July 7,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Mr*** ***
Our Marketing Department does extensive research to determine which potential customers would be interested in ordering from Fingerhut, and as a result of this process, Mr*** was identified as a potential customer
To comply with Mr***'s request, we have now added him to the Do Not Solicit listAs our contact lists are prepared several weeks in advance, it may take up to four to six weeks for the solicitations to completely stop
Allowing for this timeframe, Mr*** will cease to be contacted in any way by our companyWe apologize for any inconvenience
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/ah

Initial Business Response /* (1000, 5, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13,
Revdex.com of Minnesota #***
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: Mr
*** ***
Case #: ***
Dear Ms***,
We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding his wife's WebBank/Fingerhut account
In Mr***'s complaint, he states that he is receiving collection calls on his deceased wife's Fingerhut accountMr*** further states that he had faxed a death certificate on February 7, and February 20, Mr*** indicates he was advised that his wife had SafeLine on her account that would have paid the account in fullRecently, Mr*** received a letter from a third party collections agency regarding this accountMr***'s desired resolution is cease all collection activity along with a written apology
Our records indicate, faxed correspondence was received from Mr*** on February 10, which was illegible so Fingerhut was unable to process the information
A member of the Executive Care Team made verbal contact with Mr*** on August 12, requesting a copy of the death certificate for additional research
Mr*** agreed to e-mail a copy of the death certificate so we can initiate our investigation
If Mr*** has any further questions or concerns, he may contact the Executive Care Team ***, Monday through Friday 8:00am to 4:30pm Central Standard Time
We sincerely apologize for any inconvenience this matter may caused
Sincerely,
Kari ***
Executive Care Team
KD/sjj

CONFIDENTIAL COMMUNICATION
0in 0pt; text-align: left;" align="left">
July 27,
Revdex.com of Minnesota
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: *** ***
Case #: ***
Dear Ms***,
I am writing in response to an inquiry received from your office on behalf of Ms*** *** regarding her WebBank/Fingerhut Credit Account
Ms*** states she spoke with a Fingerhut representative on June 20, and agreed to a three month payment planMs*** states she made a payment on July 1, and then began to received collection calls and letters around July 15, Ms*** also states when she called Fingerhut, none of the agents she spoke to could find evidence that she was enrolled in a payment planMs*** is requesting to continue to pay her bill according to the arrangements made on June 20, without receiving collection calls and letters
According to our records, Ms*** had a payment due of $due on June 18, On June 20, 2016, Ms*** spoke with an agent in the Fingerhut Billing Department and made payment arrangements
Ms*** made a payment for $on July 1, per the agreement on June 20,
Our records indicate Ms*** did receive a payment reminder call on July 15, Ms*** contacted the Billing Department in an attempt to explain the previous arrangement
Based on our review and previous handling, we returned Ms***’s account back to a current statusTwo late fees of $and $were credited to Ms***’s account on July 18, and July 27, 2016, respectively
We appreciate Ms*** bringing this matter to our attention and trust this explanation and corresponding measures taken will meet her expectations of a satisfactory resolution
If we can be of further assistance, please contact the Executive Care Team at ###-###-#### Monday through Friday 8am to 4:30pm Central Standard Time
Sincerely,
Kari ***
Executive Care Team
KD/lg

CONFIDENTIAL COMMUNICATION
March 23,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Ms*** regarding a WebBank/Fingerhut Advantage Credit Account
We are sorry that Ms*** was told in November of that her due date would be changedOur records indicate that on November 25, while Ms*** was on the phone with a representative who agreed to change her due date, she hung up before he was able to process this changeWe advise it can take one to two billing cycles to be updated however, we show that the due date has remained the 7th of every month and has not changed
There are no notes indicating a billing date change from our contact with Ms*** on December 1, 2015, however the note does mention that she would be able to pay on the third of each monthAs a courtesy we have waived the last two late fees of $and $
Ms*** has expressed she would like her due date later in the month, but we need to speak to her to make this changeWe attempted to contact Ms*** by phone on March 23, regarding her inquiry but were unsuccessfulWe need Ms*** to call us at ###-###-#### so we may assist her furtherAs a reminder, we strongly encourage our customers to make payments on our website or by phone (same day or scheduled future payments) in an effort to avoid the possibility of late payments when mailed
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/jm

Initial Business Response /* (1000, 5, 2015/08/27) */
CONFIDENTIAL COMMUNICATION
August 26,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit Account
Ms***'s account activity history comprises a single order from December 3, 2014, which consisted of five items totaling $Our records indicate that a payment reminder call was made to Ms*** on February 19, when her first due date passed without paymentThis call is our first record of Ms*** notifying she did not receive any of her order, so the billing/recovery agent transferred her to customer service to open an investigation
Customer service advised Ms*** of our process covering missing merchandise and sent an affidavit of merchandise not receivedThis document arrived back to us, fully completed on March 23,
However, due to the substantial monetary value of the order, we require a police report to complete the investigationThe instruction letter accompanying the affidavit explained that, "We also need you to file a police report with your local departmentIf you cannot file a police report, please provide the case number, date of the report, officer's name and phone number." A careful review of our records confirms we did not receive the police report with the affidavit, nor did we find any record of ever having received it
To expedite the remainder of the investigation, Ms*** should fax a copy of the police report to ***, Attn: Andy or send via regular mail to ***., StCloud, MN Once received, we can proceed in working to resolve this mater
If Ms*** already sent us the police report and for some reason we did not receive it, we apologizeWe appreciate her ongoing patience and assistance in this effort
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already sent in a copy of the police reportI called and the customer service agent confirmed that the company received itI demand my credit get fixed immediately by them reporting I owe no money and that my account be adjusted to owing zeroThis company is so insane and disorganized, they are trying to scam me for moneyI have already called several times and been told they had everything they needed to take care of this
Final Business Response /* (4000, 9, 2015/09/09) */
CONFIDENTIAL COMMUNICATION
September 9,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to further inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit Account
As stated in our previous response, we received the completed affidavit from Ms*** on March 23,
However, due to the substantial monetary value of the order, we require a police report to complete the investigationWe have no record of receiving the requested police report
We will require Ms*** to send a copy of the police report to ***., StCloud, MN or she may fax it to ***
We consider this matter closed until the requested police report is receivedOnce received, we can proceed in working to resolve this matter
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ca

Initial Business Response /* (1000, 5, 2014/08/06) */
CONFIDENTIAL COMMUNICATION
August 6,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry that we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Ms***'s account reflects a total of four orders from June and July, To confirm, we have received as returns all of the merchandise relating to the four orders
The reason Ms*** continued to be billed, and even received phone calls from our Recovery Department when her account became past due, was for the related charges, interest, and fees for which she remained liable to payThe charges were for the original and return shipping/handling costs associated with each orderAs a reminder to Ms***, the original shipping/handling is non-refundable on return merchandise per the Return Policy found in the Fingerhut catalog and website
Likewise, on the postage paid return labels she used, it clearly states a customer will be charged for the return shipping cost if the returned item is for a "non-qualifying" return reasonMs***'s return reasons were found to be non-qualifying, which is why Fingerhut did not cover the return shipping costs, and they were deducted from her return credit(An example of a "qualifying" return reason would be in cases of product defects/damages not caused by the customer, for which Fingerhut would normally cover this cost.)
When no payment was received by the due date, her account accrued a late fee of $The remaining assessed fees are the result of Ms***'s active membership in SafeLine Account Protection Plus(This is a debt-waiver plan that Fingerhut directly offers its customersThe plan fees are charged to an actively-enrolled customer's credit account whenever a balance existsShe may contact the SafeLine servicing team directly with any questions, including cancellation, at ***.) Interest charges also have accrued per the terms and conditions of the Agreement
After careful review of the circumstances unique to this situation, we have decided to make an exception to our standard policiesWe have credited Ms***'s account in full for the charges, fees, and interest described hereinAs of the date of this letter, her account reflects a zero balanceAdditionally, Ms***'s Fingerhut Account has been closed to comply with her requestShe may still order from Fingerhut using Visa, MasterCard, Discover or American Express
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah